Report No:

Meeting Date:

16-280

November 9, 2016

Alameda-Contra Costa Transit District

STAFF RE PO RTTO:FROM:

SUBJECT:

AC Transit Board of Directors

Michael A. Hursh, General Manager

Quarterly Operations Performance Report

BRIEFING ITEM

RECOMMENDED ACTION(S)

Consider receiving Quarterly Operations Performance Report for AC Transit fixed route services

BACKG ROUND/RATIONALE

The Quarterly Operations Performance Report provides information on programs within theDistrict designed to improve the performance, reliability, cleanliness, and safety of the District'sbus service. To continually recognize outstanding employees who are an important part ofachieving the division goals, the following is a list of employees who were recognized asEmployees of the Month during the quarter.

TransportationDivision 2Division 4

Division 6

JulyDelvie Davis

Lorraine FowlerTeneille Morris

AugustBrenda MillsBrian Gilmer

Kimberly Evans

SeptemberJimmy Cook

Latrina Meredith

Hector Robles

MaintenanceDivision 2Division 4

Division 6CMF

JulyMarlon CerecaDaniel Miles

Bennie Parker

Chung Sin

August

Ken BradleyDamian Ortiz

Elizabeth Randle

Zwei (Tony) Pierson

SeptemberKwokwai LeeWilliam SouzaCesar Mendez

Archemedes Garcia

SERVICE OPERATED PERCENTAGE-- The percentage of service operated decreased from 99.58 to

99.18 from the 4tn quarter of FY 2015-16 to lst quarter of FY2016-17. The decline in serviceoperated during 1" quarter resulted from an increase in missed trips due to an increase in operatorunavailability during the period. The increased absenteeism occurred immediately after allowing fora one-time reduction of two absence occurrences in the new collective bargaining agreement thatwent into effect in early July 2016. By the beginning of the 2n ' quarter of FY2016-17, theabsenteeism began to stabilize, which has resulted in an improvement in the service operatedpercentage and achieving the 99.5% goal in the month of September 2016.

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Report No. 16-280Page 2 of 8

System-Wide Percentage of Service Operatedstemwide Average Linear (Systemwide Average)

100.0%

99.5%

99.0%

98.5%

a 98.0%

E 97.5%'o 97.0%

96.5%

96.0%

95.5%

95.0%

80 aQ a

tA tD tH tA

aQ

.Qa

ON-TIME PERFORMANCE-- On-time performance improved from a 69.61 percent average duringthe 4'" Quarter of FY 2015-16 to a 69.68 percent average during the lst Quarter of FY 2016-17. Theoverall trend for on-time performance over the past two years has been positive due to theadditionalrunning and/or layover time provided to the runs. The reduction in on-time performancein September was directly related to the schools being open for the fall semester and the heaviertraffic related to the end of the summer vacation period.

The Planning and Scheduling Department is continuing to evaluate the bus lines with the lowest on-time performance to determine the lines that may need schedule adjustments to improve on-timeperformance. The On-Time Performance Taskforce is also continuing to review problem areas onmajor routes and assigning supervisors to monitor and take corrective actions to improve on-timeperformance

-'-+- Systemwide Average75%

System-Wide On-Time PerformanceLinear (Systemwide Average)

70%

o 65%EF-C0 60%

55%

50%q'

a) 8 aJ a

MILES BETWEEN ROAD CALLS-- The miles between chargeable road calls improved from 5,684during the 4th Quarter of FY 2015-16 to 6,580 during the I't Quarter of FY 2016-17, exceeding theDistrict target for the entire period. Improved maintenance practices have resulted in an overall

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Report No. 16-280Page 3 of 8

improvement in performance within the Maintenance Department, which has resulted in a steadyincrease in miles between road calls for both the new and older bus fleets. While summer monthscan often be a challenge for maintenance performance, the maintenance department did anoutstanding job in ensuring that the miles between roadcall performance improved during thesepast summer months.

System-Wide Chargeable Miles Between Road Calls

Linear (Systemwide)8,000

7,000

Systemwide

6,000

5,000

g ','''3,000

].x liH:T

'1

B2,000

I,ooo

0

80 aQ

aQ

.n

g a)Q

=

<

OPERATOR UNAVAILABILITY--The TotalUnavailability of Operators increased from 23.42 to 25.25percent of operators unavailable from the 4th Quarter of FY 2015-16 to the lst Quarter ofFY2016-17. The total unavailability rate is made up of both the unscheduled unavailability andscheduled time off for vacations, floating holidays, and other scheduled time off. ScheduledOperator Unavailability Rate increased from 8.45 during the 4th Quarter of FY 2015-16 to 9.35

during the lst Quarter of FY 2015-16 due to the increased use of vacation time during the summermonths

System-Wide Scheduled Operator Unavailability Rate

. .u''+-- Systemwide Average Linear (Systemwide Average)

12%

o 10%

E;P 8%

:R 6%>CD 4%

2%

o%

g aQ

q'

a a .Qa i.I.{Unscheduled Operator Unavailability Rate increased from 14.97 during the 4th Quarter of FY 2015-16 to ].5.9 during the lst Quarter of FY 2016-17. The rate of unscheduled operator unavailability isprimarily due to contractual time off allowances and various leave provisions. The increase in

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Report No. ].6-280Page 4 of 8

unscheduled absenteeism occurred after allowing for a one-time reduction of two absenceoccurrences in the new collective bargaining agreement that went into effect in early July 2016, butbegan to improve by the 2n ' quarter of FY2016-17. An analysis of the absenteeism data revealed

that the increase in Unscheduled Operator Unavailability Rate during the lst Quarter was primarilyin the use of Sick Time and Family Medical Leave (FML). The Operations staff continues to monitorand enforce the attendance policies to minimize disruptions in service to customers.

System-Wide Unscheduled Operator Unavailability Rate

Systemwide Average ear (Systemwide Average)20%

18%

16%

14%

12%

10%

8%

6%

4%

2%

o%

aJ

U>.

>

CD

8

l

ACCIDENT RATE-- The passenger fall rate per 100,000 miles improved from 3.42 in 4th Cluarterof FY 2015-16 to 3.09 accidents during the I't Quarter of FY 2016-17. The passenger accidentrate met District Target is July and August. The vehicle collisions accident rate per 100,000 milesimproved from 4.49 during the 4th Quarter of FY 2015-16 to 4.47 during the lst Quarter of FY 2016-17. The vehicle collision rate met the District target in the month of July. The AccidentReduction Task Force has evaluated the accidents that occurred during the period and hasinitiated new campaigns to focus on the highest accident types in an effort to reduce accidents.

System-Wide Passenger Falls Accident Rate-"+ Systemwide Average (Systemwide Average)

.aa aQ

=

<

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Report No. 16-280Page 5 of 8

System-Wide Vehicle Collision Accident Rate

Systemwide Average near (Systemwide Average)6.0

Sa a

Q.Q

g

tA tD tO

0

BUS CLEANLINESS INSPECTION RATE--The Bus Cleanliness Inspection Rate improved from anaverage of 7.52 during the 4th Quarter of FY 2015-16 to 7.74 during the during the lst Quarter ofFY 2016-17. The Maintenance Bus Cleanliness Task Force meets monthly to analyze, Investigate,and solve issues regarding bus cleanliness. The division's efforts to expand the daily cleaning ofbuses at the fuel island and improve the mileage-driven preventive maintenance cleaning programshave moved the cleanliness of the fleet closer to operations 8.lgoal, but the department will need

to focus on areas receiving the lowest rating in the monthly quality assurance inspections toachieve the District goal.

System-Wide Bus Cleanliness

6.8 i ' i '-l -l -l d -l ri a

CUSTOMER COMPLAINTS-- The majority of complaints received by the District are categorizedunder the Schedule Adherence, Pass ups, Unsafe Operation, Operator Discourtesy, andEquipment Infrastructure categories. Overall complaints increased by 13 percent due to anincrease in schedule adherence complaints, which were the result of operator availability issues

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Report No. 16-280Page 6 of 8

discussed earlier in the report. The increased unavailability of operators resulted in additionalmissed trips and an increase in schedule adherence (late/no show/ and early) customercomplaints. Division staff has also taken a proactive approach to responding to customercomplaints in a more timely manner in an effort to address issues with operator performance.

System-Wide Customer Complaint Rate per look Boardingsby Complaint Categories

--'e '- Equipment/Infrastructu re/System

500

450

400

B 350a)

E 250

g zoo8 i50

100

50

0

Pass Ups

: OperatorDiscaurtesy/Conduct

= Schedule

Adherence

plate/No Show /

-m!}.OperationsQ.0 80 = 3

<

Q.a

OPERATOR LOG-ON RATE --The operator log-on rate improved from 93.51 during the 4th Quarterof FY 2015-16 to 93.61 during the lst Quarter of FY 2016-17. The improvement of the log-on rate isa result of the recent log-on investigation, which resulted in resolving the KPI logic to exclude busesused for training, testing, and non-working equipment as well as using actual bus pullouts. TheDistrict is continuing efforts to improve the operator log-on rate; however, the current CAD/AVLsystem has exceeded its useful life, which has impacted this performance indicator. Staff willcontinue to work with operators to log on properly to maximize the accuracy of the NextBus systemand willprovide customers with improved information on bus arrivals.

System-Wide Log On Rate

-'e '- Systemwide Average Linear (Systemwide Average)

100%

909 1.4

W70%g-

60%

50%

40%

80

u .D

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Report No. 16-280Page 7 of 8

CUSTOMER CALL CENTER-- Under contract, American Customer Care continues to handlecustomer service feedback and trip planning calls from customers seven days a week. During thefirst quarter FY2016-17, the customer call center handled 15,272 calls, 13 percent more than theprior quarter. Contributing factors to this increase were likely the implementation of AC Go andalso the Flex Service Pilot, for which the call center is taking reservations and handling customerinquiries. The proportion of complaint calls has been higher in the past year over prior years, withmore in September, consistent with the start of school service. The call center adjusted very well tothe increased calls and the implementation of the Flex Service Pilot by reaching or exceedingService Level Agreements.

BUDaETAny/rascAL IMPACT

There are no current direct fiscal impacts related to the Quarterly Operations PerformanceReport.

ADVANTAGES/DISADVANTAGES

This report does not recommend a course of action with notable advantages or disadvantages

ALTERNATIVES ANALYSIS

This report does not recommend an alternative analysis

PRIOR RELEVANT BOARD ACTION/POLICIES

None

MCalls AcceptedCalls Answered

Avg Call Time IMinutesl

!

Trip PlanningTravel Information

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Report No. 16-280Page 8 of 8

ATTACHMENTS

None.

Approved by: James D. Pachan, Chief Operating Officer

Reviewed by: James D. Pachan, Chief Operating Officer

Prepared by: Blossom Albuquerque, Operations Data Systems Administrator

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