The Rapid Report Card

2008 - Annual Report Card

Productivity - Fixed route ridership (8,672,351) increased 11.85% (919,093) compared to FY 2007. This is above the standard of 5.0%.

Safety - There were 1.71 preventable accidents per 100,000 revenue miles in FY 2008. This is 0.21 below the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service - There were 3.26 complaints per 100,000 passengers in FY 2008. This is 1.74 below the standard of 5 complaints per 100,000 passengers. In addition, there were 0.15 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance - Fixed-route buses were 87.7% on-time in FY 2008. This is 2.3% below the minimum on-time performance standard of 90.0%.

Cost Effectiveness - Cost per passenger was $2.75 in FY 2008. This is $0.04 below the standard of $2.79.

In addition, there were 2.03 passengers per revenue mile in FY 2008. This is 0.28 above the standard of 1.75 passengers per revenue mile.

	2008 Annual	2007 Annual	Change		Stdrd	Diff
Productivity Total Fixed-Route Ridership Total passengers carried on The Rapid fixed-route service.	8,672,351	7,753,258	919,093	≥	5.00%	11.85%
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles. "Preventable" is defined as any accident involving a vehicle that results in property damage and/or personal injury in which the employee failed to exercise every reasonable precaution to prevent the accident.	1.71	1.51	0.20	≤	1.50	-0.21
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system. Late bus complaints due to the weather conditions are not included.	3.26	3.28	0.00	≤	5.00%	-1.74%
Commendations per 100,000 Passengers Registered commendations logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system.	0.15	0.16	0.00		none	n/a
On Time Performance Percentage of On-Time Buses This category is based on randomly sampled time points on randomly sampled runs. "On-time" is defined as departing from zero minutes before to five minutes after scheduled departure time. On-time sampling information is derived in conjunction with the Federal Transit Administration National Transit Database sampling procedures	87.7%	87.4%	0.3%	≥	90.0%	-2.30%
Cost Effectiveness Cost per Passenger (fixed route only) Total fixed-route operating expenses divided by total passengers carried. Capital expenses are 100% Federally and State funded and therefore are not included in operating expense calculations.	$2.75	$2.70	$0.05	≤	$2.79	-$0.04
Passengers per Revenue Mile The number of passengers carried per revenue mile. "Revenue mileage" does not include miles traveled to/from the beginning/end of a route.	2.03	1.95	0.08	≥	1.75	0.28

2008 - Fourth Quarter Report Card

Productivity - Fixed route ridership in this quarter (2,139,841) increased 19.8% (353,442) compared to the same quarter of FY 2007. This is above the standard of 5.0%.

Safety - There were 1.13 preventable accidents per 100,000 revenue miles in this quarter. This is 0.37 below the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service - There were 3.13 complaints per 100,000 passengers in this quarter. This is 1.87 below the standard of 5 complaints per 100,000 passengers. In addition, there were 0.19 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance - Fixed-route buses were 87.3% on-time in this quarter. Although this is 2.7% below the minimum on-time performance standard of 90.0%, this can be attributed to construction delays and detours.

Cost Effectiveness - Cost per passenger was $2.68 in this quarter. This is $0.11 below the standard of $2.79.

In addition, there were 2.02 passengers per revenue mile in this quarter. This is 0.27 above the standard of 1.75 passengers per revenue mile.

	4th Quarter 07/08 - 09/08	4th Quarter 07/08 - 09/08	Change		Stdrd	Diff
Productivity Total Fixed-Route Ridership Total passengers carried on The Rapid fixed-route service.	2,139,841	1,786,399	353,442	≥	5.00%	19.8%
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles. "Preventable" is defined as any accident involving a vehicle that results in property damage and/or personal injury in which the employee failed to exercise every reasonable precaution to prevent the accident.	1.13	1.32	-0.19	≤	1.50	-0.37%
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system. Late bus complaints due to the weather conditions are not included.	3.13	5.21	-2.07	≤	5.00%	-1.87%
Commendations per 100,000 Passengers Registered commendations logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system.	0.19	0.11	0.07		none	n/a
On Time Performance Percentage of On-Time Buses This category is based on randomly sampled time points on randomly sampled runs. "On-time" is defined as departing from zero minutes before to five minutes after scheduled departure time. On-time sampling information is derived in conjunction with the Federal Transit Administration National Transit Database sampling procedures	87.30%	89.30%	-2.00%	≥	90.0%	-2.70%
Cost Effectiveness Cost per Passenger (fixed route only) Total fixed-route operating expenses divided by total passengers carried. Capital expenses are 100% Federally and State funded and therefore are not included in operating expense calculations.	$2.68	$2.60	$0.08	≤	$2.79	$0.11
Passengers per Revenue Mile The number of passengers carried per revenue mile. "Revenue mileage" does not include miles traveled to/from the beginning/end of a route.	2.02	1.81	0.21	≥	1.75	0.27

2008 - Third Quarter Report Card

Productivity - Fixed route ridership in this quarter (1,859,881) increased 10.7% (179,965) compared to the same quarter of FY 2007. This is above the standard of 0.0%.

Safety - There were 1.61 preventable accidents per 100,000 revenue miles in this quarter. This is 0.11 above the standard of 1.50 preventable accidents per 100,000 revenue miles. Although this is above the standard, all of the preventable accidents were minor with no serious injuries.

Customer Service - There were 2.90 complaints per 100,000 passengers in this quarter. This is 2.10 below the standard of 5 complaints per 100,000 passengers. In addition there were 0.00 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance - Fixed-route buses were 85.3% on-time in this quarter. This is 4.67% below the minimum on-time performance standard of 90.0%, and can be attributed to construction delays and detours.

Cost Effectiveness - Cost per passenger was $3.40 in this quarter. Although this is $0.61 above the standard of $2.79, this is the result of an extra pay period in the month of May.
In addition, there were 1.76 passengers per revenue mile in this quarter. This is 0.01 above the standard of 1.75 passengers per revenue mile.

	3rd Quarter 03/08 - 06/08	3rd Quarter 03/07 - 06/07	Change		Stdrd	Diff
Productivity Total Fixed-Route Ridership Total passengers carried on The Rapid fixed-route service.	1,859,881	1,679,916	179,965	≥	5.00%	10.7%
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles. "Preventable" is defined as any accident involving a vehicle that results in property damage and/or personal injury in which the employee failed to exercise every reasonable precaution to prevent the accident.	1.61	1.93	-0.32	≤	1.50	0.11%
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system. Late bus complaints due to the weather conditions are not included.	2.90	2.86	0.05	≤	5.00%	-2.10%
Commendations per 100,000 Passengers Registered commendations logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system.	0.00	0.18	-0.18		none	n/a
On Time Performance Percentage of On-Time Buses This category is based on randomly sampled time points on randomly sampled runs. "On-time" is defined as departing from zero minutes before to five minutes after scheduled departure time. On-time sampling information is derived in conjunction with the Federal Transit Administration National Transit Database sampling procedures	85.3%	86.3%	-0.97%	≥	90.0%	-4.67%
Cost Effectiveness Cost per Passenger (fixed route only) Total fixed-route operating expenses divided by total passengers carried. Capital expenses are 100% Federally and State funded and therefore are not included in operating expense calculations.	$3.40	$3.35	$0.05	≤	$2.79	$0.61
Passengers per Revenue Mile The number of passengers carried per revenue mile. "Revenue mileage" does not include miles traveled to/from the beginning/end of a route.	1.76	1.80	-0.04	≥	1.75	0.01

2008 - Second Quarter Report Card

Productivity — Fixed route ridership in this quarter (2,355,180) increased 12.0% (252,270) compared to the same quarter of FY 2007. This is above the minimum acceptable range of 5.0%.

Safety — There were 2.13 preventable accidents per 100,000 revenue miles in this quarter. This is 0.63 above the maximum acceptable ratio of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 3.99 complaints per 100,000 passengers in this quarter. This is 1.01 below the maximum acceptable ratio of 5 complaints per 100,000 passengers. In addition there were 0.08 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance Mdash; Fixed-route buses were 89.5% on-time in this quarter*. This is 0.50% below the minimum on-time performance standard of 90.0% and can be attributed to detours and bad weather.

Cost Effectiveness — Cost per passenger was $2.31 in this quarter. This is $0.50 below the maximum acceptable cost per passenger of $2.81.

In addition, there were 2.18 passengers per revenue mile in this quarter. This is 0.43 above the minimum acceptable ratio of 1.75 passengers per revenue mile.

*Note: February schedule adherence was not measured due to adverse weather conditions.

Productivity — Fixed route ridership (7,753,258) increased 9.97% (702,793) compared to FY 2006. This is above the standard of 0.0%.

Safety — There were 1.51 preventable accidents per 100,000 revenue miles in FY 2007. This is 0.01 above the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 3.28 complaints per 100,000 passengers in FY 2007. This is 6.72 below the standard of 10 complaints per 100,000 passengers. In addition there were 0.29 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance — Fixed-route buses were 87.39% on-time in FY 2007. This is 2.61% below the minimum on-time performance standard of 90.0%.

Cost Effectiveness — Cost per passenger was $2.70 in FY 2007. This is $0.17 below the standard of $2.87.

In addition, there were 1.95 passengers per revenue mile in FY 2007. This is 0.45 above the standard of 1.50 passengers per revenue mile.

Productivity — Fixed route ridership in this quarter (1,786,399) increased 9.0% (147,394) compared to the same quarter of FY 2006. This is above the standard of 0.0%.

Safety — There were 1.32 preventable accidents per 100,000 revenue miles in this quarter. This is 0.18 above below the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 5.21 complaints per 100,000 passengers in this quarter. This is 4.79 below the standard of 10 complaints per 100,000 passengers. In addition there were 0.11 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance — Fixed-route buses were 89.3% on-time in this quarter. Although this is 0.70% below the minimum on-time performance standard of 90.0%, this can be attributed to construction delays and detours.

Cost Effectiveness — Cost per passenger was $2.60 in this quarter. This is $0.27 below the standard of $2.87.

In addition, there were 1.81 passengers per revenue mile in this quarter. This is 0.31 above the standard of 1.50 passengers per revenue mile.

In keeping with the commitment of reporting system performance to the community, attached is the FY 2007 Third Quarter Report Card.

Productivity — Fixed route ridership in this quarter (1,679,916) increased 8.8% (136,239) compared to the same quarter of FY 2006. This is above the standard of 0.0%.

Safety — There were 1.93 preventable accidents per 100,000 revenue miles in this quarter. This is 0.43 above the standard of 1.50 preventable accidents per 100,000 revenue miles. Although this is above the standard, all of the preventable accidents were minor with no serious injuries.

Customer Service — There were 2.86 complaints per 100,000 passengers in this quarter. This is 7.14 below the standard of 10 complaints per 100,000 passengers. In addition there were 0.18 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance — Fixed-route buses were 86.3% on-time in this quarter. This is 3.7% below the minimum on-time performance standard of 90.0%, and can be attributed to construction delays and detours.

Cost Effectiveness — Cost per passenger was $3.35 in this quarter. Although this is $0.48 above the standard of $2.87, this is the result of an extra pay period in the month of June.

In addition, there were 1.80 passengers per revenue mile in this quarter. This is 0.30 above the standard of 1.50 passengers per revenue mile.

In keeping with the commitment of reporting system performance to the community, attached is the FY 2007 Second Quarter Report Card.

Productivity — Fixed route ridership in this quarter (2,102,910) increased 5.9% (117,596) compared to the same quarter of FY 2006. This is above the minimum acceptable range of 0%.

Safety — There were 1.27 preventable accidents per 100,000 revenue miles in this quarter. This is 0.23 below the maximum acceptable ratio of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 2.66 complaints per 100,000 passengers in this quarter. This is 7.34 below the maximum acceptable ratio of 10 complaints per 100,000 passengers. In addition there were 0.33 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance — Fixed-route buses were 86.3% on-time in this quarter. This is 3.70% below the minimum on-time performance standard of 90.0% and can be attributed to construction delays, detours, and bad weather.

Cost Effectiveness — Cost per passenger was $2.51 in this quarter. This is $0.30 below the maximum acceptable cost per passenger of $2.81. Furthermore, there were 2.05 passengers per revenue mile in this quarter. This is 0.55 above the minimum acceptable ratio of 1.50 passengers per revenue mile.

In keeping with the commitment of reporting system performance to the community, the FY 2006 Annual Report Card is listed below.

Productivity — Fixed route ridership in this quarter (2,139,780) increased 14.4% (268,604) compared to the same quarter of FY 2006. This is above the standard of 0.0%.

Safety — There were 1.56 preventable accidents per 100,000 revenue miles in this quarter. This is 0.06 above the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 2.62 complaints per 100,000 passengers in this quarter. This is 7.38 below the standard of 10 complaints per 100,000 passengers. In addition there were 0.06 commendations per 100,000 passengers (there is no standard for this category).

On Time Performance — Routes operated on-time 87.7% of the time in this quarter. This is 2.33% below the minimum on-time performance standard of 90.0% and can be attributed to construction delays, detours, and bad weather.

Cost Effectiveness — Cost per passenger was $2.52 in this quarter. This is $1.14 below the standard of $3.66. In addition, there were 2.08 passengers per revenue mile in this quarter. This is 0.58 above the standard of 1.50 passengers per revenue mile.

In keeping with the commitment of reporting system performance to the community, the FY 2006 Annual Report Card is listed below.

Productivity — Fixed route ridership (7,048,057) increased 16.05% (974,759) compared to FY 2005. This is above the standard of 0.0%.

Safety — There were 1.25 preventable accidents per 100,000 revenue miles in FY 2006. This is 0.25 below the standard of 1.50 preventable accidents per 100,000 revenue miles.

Customer Service — There were 2.99 complaints per 100,000 passengers in FY 2006. This is 7.01 below the standard of 10 complaints per 100,000 passengers. In addition there were 0.17 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance — Fixed-route buses were 90.75% on-time in FY 2006. This is 0.75% above the minimum on-time performance standard of 90.0%.

Cost Effectiveness — Cost per passenger was $2.78 in FY 2006. This is $0.09 below the standard of $2.87.

In addition, there were 1.80 passengers per revenue mile in FY 2006. This is 0.30 above the standard of 1.50 passengers per revenue mile.