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The Rapid
rapid bus by Van Andel Arena

The Rapid Report Card

2010 - First Quarter Report Card

Productivity - Fixed route ridership in this quarter (2,578,633) increased 1.5% (38,718) compared to the same quarter of FY 2009. This is slightly below the standard of 2.5%.

Safety - There were 0.54 preventable accidents per 100,000 revenue miles in this quarter. This is 0.86 below the standard of 1.40 preventable accidents per 100,000 revenue miles.

Customer Service - There were 2.79 complaints per 100,000 passengers in this quarter. This is below the standard of 4.00. In addition there were 0.12 commendations per 100,000 passengers. There is no standard for this category.

On Time Performance - Routes operated on-time 90.7% of the time in this quarter. This is 0.7% above the minimum on-time performance standard of 90.0%.

Cost Effectiveness - Cost per passenger was $2.54 in this quarter. This is $0.50 below the standard of $3.04. In addition, there were 2.32 passengers per revenue mile in this quarter. This is 0.57 above the standard of 1.75 passengers per revenue mile.

1st Quarter
Oct-Dec 2010
1st Quarter
Oct-Dec 2009
Change Stdrd Diff

Productivity
Total Fixed-Route Ridership

Total passengers carried on The Rapid fixed-route service.

2,578,633 2,539,915 38,718 2.50%% 1.5% yellow

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.

0.54 1.31 -0.77 1.40 -0.86% green

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.

2.79 4.06 -1.26 4.00% -1.21% green

Commendations per 100,000 Passengers

Registered commendations logged by customer service via phone, mail, walk-in or by email regarding the fixed-route system.

0.12 0.24 -0.12 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

90.7% 89.3% 1.36% 90.0% 0.66% green

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.

$2.54 $2.61 -$0.07 $3.05 -$0.51 green

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.

2.32 2.21 0.11 1.75 0.57 green

Previous Reports

2008 - Annual 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% green

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 yellow

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% green

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 green

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% yellow

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 green

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 green

2007 - Annual Report Card

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.

Annual
2007
Annual
2006
Change Stdrd Diff

Productivity
Total Fixed-Route Ridership

7,753,258 7,050,465 702,793 0.0% 9.97% green

Safety
Accidents per 100,000 Revenue Miles

1.51 1.25 .26 1.50 -.01 yellow

Customer Service
Accidents per 100,000 Revenue Miles

3.28 2.99 .29 10.00 -6.72 green
Commendations per 100,000 Passengers .16 .17 -.01 none n/a green

On Time Performance
Percentage of On-Time Buses

87.39% 90.75% -3.36% 90.0% -2.61% yellow

Cost Effectiveness
Cost per Passenger (fixed route only)

$2.70 $2.78 -$.07 $2.87 -$.17 green
Passengers per Revenue Mile 1.95 1.80 0.15 1.50 0.45 green

2006 Annual Report Card

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.

2006 2005 Change Stdrd Diff

Productivity
Total Fixed-Route Ridership

7,048,057 6,073,298 974,759 0.0% 16.05% green
Safety
Accidents per 100,000 Revenue Miles

1.25 1.83 -.58 1.50 -0.25 green
Customer Service
Complaints per 100,000 Passengers

2.99 6.28 -3.28 10.00 -7.07 green
Commendations per 100,000 Passengers 0.17 .94 -0.77 none n/a
On Time Performance
Percentage of On-Time Buses

90.75% 85.14% 5.61% 90.0% .75% green
Cost Effectiveness
Cost per Passenger (fixed route only)

$2.78 $3.01 -$0.23 $2.87 -$0.09 green
Passengers per Revenue Mile 1.80 1.68 0.12 1.50 0.30 green

Rapid Route Pages

Designed and created by DDM Marketing & Communications.

Designed and created by DDM Marketing & Communications.