2011 TransITech

Session 4: Key Performance Indicators

Making Your Dashboard Solution

Transportation-Focused

Patrick CallahanAST Corporation

Practice Director, Business IntelligenceNaperville, Illinois

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Background

Transit’s BI Business Case

AST’s Transit BI Approach

Lessons Learned

Recommendations

Wrap-Up

Agenda

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Established in 1995 – Service and Solution Firm

Focus is Oracle Analytics and eBusiness Suite

Highest Level of Oracle Partner – Platinum

2009 Oracle Public Sector Partner of the Year

Oracle Public Sector BI - Pillar Partner

Broad experience with Transit & Public Sector

About AST

Indianapolis Airport Authority

Greater Cleveland Regional Transit Authority

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Transits’ Many Stakeholders

Passenger

Community

Government

Business

Agencies

Watch Dog

Groups

Stakeholders

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Aligning to the Agency’s Goals

Improve Transit

Services

Develop an Effective

and Efficient

Workforce

Enhance a Safety-

Conscious Culture

Many

Others…

Business Intelligence

solutions are most effective

when metrics & KPIs reflect the organization’s strategic goals and objectives

…and when the solution can

adapt to organizational

shifts in priorities

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Common Transit Pain Points

Analysis/Action

Performance

StrategyExecutives

& Board

Managers

Analysts Supervisors

Where to focus resources?

Data trustworthy?

Hard to tell the Agency’s story.

How does the agency compare to peers?

What to focus on?

How to measure/baseline?

Timeliness of data.

Compliance with regulatory inquiries.

Customer concerns.

Lack of time to analyze data.

Time consuming to obtain data.

Manual processes are error prone.

Too many sources of data to manage.

Support Information Technology

Architecture does not support Analytics.

Patchwork technology.

Spend too much time on special reports.

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Common BI Challenges

48.2%

40.8%

37.6%

35.9%

24.5%

21.2%

15.1%

10.2%

1.6%

0% 10% 20% 30% 40% 50% 60%

Data resides in disparate systems

Data is often incomplete or has errors

We don’t get information fast enough to take action

Employees are too busy to use business intelligence tools

Employees receive too much unnecessary business data

Corporate executives do not understand the need for

employees to have access to business intelligence tools

Our business intelligence tools are too complicated

Corporate executives are unwilling to share data with

external third parties.

None of the above; there are no challenges

Source: Economist Intelligence Unit, “Business Intelligence: Putting Enterprise Data To Work”, 2007

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Findings from Transit Customers

8

“Its scary how many of our „business rules‟ are embedded in spreadsheets”

“To do my job, I need to ask 15 different people for 30 different reports”

“When it comes to data and reporting, its always „I‟, but „we‟, as an organization need to know, share and collaborate”

“Exception reporting and alerts would certainly help me”

“We have invested millions in key systems. Investing in a modern reporting/BI strategy will enable us to get value from those systems”

“I spend half my day collecting and reporting on data in spreadsheets…I could use that time to analyze business opportunities”

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• Meeting your reporting requirement

• Expand to include TCRP insights

• Better support for auditsCOMPLIANCE

• Route/Stop and Fare Analyses

• Ridership initiatives

• Recapturing opportunity loss

FUNDING/REVENUE

GENERATION

• Single point of data consolidation

• Reallocation of resource time

• Elimination of redundant activitiesCOST REDUCTION

• Centralized business rules

• Data governance support

• Alerting capabilitiesRISK ANALYSIS

• Customer satisfaction-focused

• Comparative surveysCOMPETITIVE

ANALYSIS/ADVANTAGES

Transit’s BI Business Case

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ASTRA is the Analytical Scorecard for Transit, based on industry leading Oracle OBIEE Technology

Pre-Built Analytics based on TCRP Report 88 guidance covering all Transit operations (100+ KPIs)

- Availability - Capacity

- Community - Economic

- Safety & Security - Maintenance

- Service Monitoring - Travel Time

Provide an open architecture to integrate data from any transit data source

AST’s Transit BI Approach

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Targeting KPIs Across the Agency

• % Person-Minutes Served

• Frequency

• Service & Revenue Hours

• Vehicle Coverage

AVAILABILITY

• Seat Capacity

• Person Capacity

• Passenger Capacity

• Vehicle Capacity

CAPACITY

• Efficiency

• Service Denials

• Reliability Factor

• Various Demographics

COMMUNITY

• Service Interruptions

• Road Calls

• Spare Ratio

• Vehicle Age

MAINTENANCE

• Ridership

• Peak-to-Base Ratio

• Productivity

• Mobility Index

ECONOMIC

• Average/Maximum Travel Times

• Delay

• Travel Speed

• Pass-Ups

TRAVEL TIME

• On-Time Performance

• Run-Time Ratio

• Complaint Rate

• Customer Satisfaction

SERVICE

MONITORING

• Accident Rate

• Passenger Safety Rate

• Crime Rate

• Station Overruns

SAFETY & SECURITY

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ASTRA Highlights

Pre-BuiltAnalytics and Dashboards

New Analytics Potential

Business Intelligence Foundation

Dozens of metrics

Dozens of dashboards

Leading BI

Technology

Integrated solution

Open architecture

Based on Industry

guidance (TCRP)

Common APIs

Extensible

Target Strategy

Fast and Easy

Dashboard Creation

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Agency Often Needs Education on “BI”

Reinforce their opportunity to make the agency “smarter”

One Size Doesn’t Fit All

Users across the agency have different requirements, though

the KPIs ought not to change much

Data Quality Can Be Challenging

Specialized routines for data cleansing and matching may be

required

Business Rules Will Differ Across Agency

Agreeing on the rules (e.g. factors, etc) can take time

Centralizing the rules is key

Data Validation & Acceptance Is Crucial

Especially when “estimates” are being replaced with real

numbers

Lessons Learned

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Ensure Sponsorship is Clear

Possible mandates to use/accept of new data and reports

Utilize Industry Standards

TCRP Reports 88 & 141 are great resources

Focus on Organizational Change Management

Consider initiatives to improve adoption

Provide Capabilities for Different Users

Ad-Hoc capabilities for “super users”

KPI dashboards for senior management and executives

Interactive dashboards and pro-active alerts for management

(detailed data must be made available)

Derive the “Right” Scope and Rollout Plan

Consider a multi-phase roadmap and piloted rollout

Recommendations

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For More Information…

Visit www.TransitDashboard.com

Register for free webinar on April 7th

Patrick Callahan

Director, ASTRA Product Development

PCallahan@ASTCorporation.com

888.278.0002 x246

Wrap-Up