The GO!Bus (Paratransit Response) Report Card

2008 - Annual Report Card

Productivity - Paratransit ridership for the year (213,314) increased by 936 passengers (0.44%) compared to FY 2007.

Safety - There were 1.49 preventable accidents per 100,000 revenue miles. This is under the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles and a decrease of 17.93% over accidents last year.

Customer Service - There were 1.12 complaints per 1,000 passengers. This is less than the maximum acceptable average of 8.5 complaints per 1,000 passengers and a decrease of 19.13% from FY 2007.

Travel Time - Average trip length was 34 minutes. This is equal to the maximum acceptable average trip length of 34 minutes.

On-Time Performance - Paratransit vehicles were on-time for 98.87% of the trips. This is 0.87 percentage points better than the minimum acceptable on-time performance of 98%.

Cost Per Trip - Cost per trip is $20.50 for this year, an increase of $2.50 (13.89%) compared to FY 2007.

	FY 2008	FY 2007	Change		Stdrd	Diff
Productivity Total Paratransit ridership Total ridership on Paratransit system excluding network 180, CCT and County Connection.	213,314/b>	212,378	936		n/a	0.44%	n/a
Passengers per Hour	1.7	1.8	-0.1	≥	1.7	5.55%
Ratio of Paratransit to Fixed route ridership	1:40.6	1:22.13	18.47	≥	27	83.46%	n/a
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles as reported by service providers.	1.49	1.81	-0.32	≤	3.00	17.93%
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding Paratransit Services.	1.12	1.38	-0.26	≤	8.5	-19.13%
Travel time (minutes) Average time a passenger will travel on any given trip based on number of passengers divided by revenue hours.	34	33	1	≤	34	3.03%
On Time Performance Percentage of On-Time Buses Percentage of on-time trips. On-time is defined as pickup between 10 minutes before to 15 minutes after the scheduled pickup time and dropping before scheduled drop off time.	98.87%	98.45%	-0.42%	≥	98%	-0.43%
Cost Effectiveness Cost per Passenger Cost per passenger is defined as total amount paid to service providers plus cost of administration divided by total number of passengers.	$20.50	$18.00	$2.50		n/a	13.89%	n/a

2008 - Fourth Quarter Report Card

Productivity - Paratransit ridership for the quarter (52,797) increased by 4.74% passengers (2,391) compared to the same quarter of Fiscal Year 2007.

Safety - There were 0.65 preventable accidents per 100,000 revenue miles. The maximum acceptable average is 3.0 preventable accidents per 100,000 revenue miles. Compared to this quarter in 2007, this is a 54.36% decrease in accidents. MV has made a concerted effort to have more on the road training before drivers work in revenue service as well as retraining experienced drivers. Drivers are randomly selected to drive a safety course to make sure their defensive driving skills are kept up to standard.

Customer Service - There were 0.74 complaints per 1,000 passengers. The maximum acceptable average is 8.5 complaints per 1,000 passengers. This is almost 47% fewer complaints that this same quarter last year. Through better screening of initial applicants and positive reinforcement by MV management, customer service and safety have significantly improved. MV has instituted a “Driver of the Month” award which includes the driver’s name on a plaque in the front office as well as recognition at monthly safety meetings. Safety campaigns such as prizes given for a certain number of accident free days and the distributing of “free meal cards” for good performance or good comments by the public have gone a long way to improve morale and driver behavior.

Travel Time - Average trip length was 32 minutes. This is 2 minutes less than the acceptable average trip length of 34 minutes.

On-Time Performance - The paratransit vehicles were on-time for 99.30% of the trips. This is 1.30 percentage points better than the minimum acceptable on-time performance of 98%.

Cost Per Trip - Cost per paratransit trip is $20.62 for this quarter, an increase of $2.62 compared to the same quarter of 2007.

	4th Qtr July-Sept 2008	4th Qtr July-Sept 2008	Change		Stdrd	Diff
Productivity Total Paratransit ridership Total ridership on Paratransit system excluding network 180, CCT and County Connection.	52,797/b>	50,406	2,391		n/a	4.74%	n/a
Passengers per Hour	1.7	1.7	-0.0	≥	1.7	0.00%
Ratio of Paratransit to Fixed route ridership	1:40.5	1:35.8	4.7		n/a	13.1%	n/a
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles as reported by service providers.	0.65	1.42	-0.77	≤	3.00	-54.36%
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding Paratransit Services.	.074	1.39	-0.65	≤	8.5	-46.81%
Travel time (minutes) Average time a passenger will travel on any given trip based on number of passengers divided by revenue hours.	32	34	2	≤	34	-3.96%
On Time Performance Percentage of On-Time Buses Percentage of on-time trips. On-time is defined as pickup between 10 minutes before to 15 minutes after the scheduled pickup time and dropping before scheduled drop off time.	99.30%	99.33%	-0.56%	≥	98.0%	-0.57%
Cost Effectiveness Cost per Passenger Cost per passenger is defined as total amount paid to service providers plus cost of administration divided by total number of passengers.	$20.62	$18.00	$2.62		n/a	14.54%	n/a

2008 - Third Quarter Report Card

Productivity - Paratransit ridership for the quarter (53,959) increased by 1.68% passengers (894) compared to the same quarter of Fiscal Year 2008.

Safety - There were 2.02 preventable accidents per 100,000 revenue miles. This is 0.98 fewer than the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles. Several of these incidents included passenger falls. Last year those were not counted as preventable, but in an effort to impress upon the drivers the necessity of door-to-door service, passenger falls are recorded as preventable if the driver was not assisting the passenger at the time.

Customer Service - There were 1.35 complaints per 1,000 passengers. This is 7.15 below the maximum acceptable average of 8.5 complaints per 1,000 passengers.

Travel Time - Average trip length was 34 minutes. This is equal to the maximum acceptable average trip length of 34 minutes.

On-Time Performance - The paratransit vehicles were on-time for 99.0% of the trips. This is one percentage point better than the minimum acceptable on-time performance of 98%.

Cost Per Trip - Cost per paratransit trip is $20.67 for this quarter, an increase of 17.38% ($3.06) compared to the same quarter of 2008. This increase is mainly due to a new contract that went into affect on October 1. 2008.

Ratio to Fixed-Route Bus - For every one passenger who boarded a paratransit vehicle, 36.63 passengers boarded the fixed-route bus system.

	3rd Qtr Mar-June 2008	3rd Qtr Mar-June 2007	Change		Stdrd	Diff
Productivity Total Paratransit ridership Total ridership on Paratransit system excluding network 180, CCT and County Connection.	53,959/b>	53,065	894		n/a	1.68%	n/a
Passengers per Hour	1.7	1.8	-0.1	≥	1.7	-5.53%
Ratio of Paratransit to Fixed route ridership	1:36.63	1:31.66	4.97		n/a	15.69%	n/a
Safety Accidents per 100,000 Revenue Miles Total number of preventable accidents per 100,000 miles as reported by service providers.	2.02	1.19	0.83	≤	3.00	69.55%
Customer Service Complaints per 100,000 Passengers Registered complaints logged by customer service via phone, mail, walk-in or by email regarding Paratransit Services.	1.35	1.30	0.05	≤	8.5	4.04%
Travel time (minutes) Average time a passenger will travel on any given trip based on number of passengers divided by revenue hours.	34	34	0.00	≤	34	0.00%
On Time Performance Percentage of On-Time Buses Percentage of on-time trips. On-time is defined as pickup between 10 minutes before to 15 minutes after the scheduled pickup time and dropping before scheduled drop off time.	99.00%	98.6%	0.33%	≥	98.0%	0.34%
Cost Effectiveness Cost per Passenger Cost per passenger is defined as total amount paid to service providers plus cost of administration divided by total number of passengers.	$20.67	$17.61	$3.06		n/a	17.38%	n/a

2008 - Second Quarter Report Card

Productivity — Paratransit ridership for the quarter (54,394) increased by 0.38% passengers (206) compared to the same quarter of Fiscal Year 2007.

Safety — There were 2.54 preventable accidents per 100,000 revenue miles. This is 0.46 fewer than the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles. Several of these incidents included passenger falls. Last year those were not counted as preventable, but in an effort to impress upon the drivers the necessity of door-to-door service, passenger falls are recorded as preventable if the driver was not assisting the passenger at the time.

Customer Service — There were 1.29 complaints per 1,000 passengers. This is 7.21 below the maximum acceptable average of 8.5 complaints per 1,000 passengers.

Travel Time — Average trip length was 34 minutes. This is equal to the maximum acceptable average trip length of 34 minutes.

On-Time Performance — The paratransit vehicles were on-time for 98.50% of the trips. This is 0.50 of a percentage point better than the minimum acceptable on-time performance of 98%.

Cost Per Trip — Cost per paratransit trip is $20.33 for this quarter, an increase of 12.96% ($2.33) compared to the same quarter of 2007. This increase is mainly due to a new contract that went into affect on October 1. 2007.

Ratio to Fixed-Route Bus — For every one passenger who boarded a paratransit vehicle, 43.5 passengers boarded the fixed-route bus system.

Productivity — Paratransit ridership for the quarter (54,188) decreased by 7.70% passengers (4,521) compared to the same quarter of Fiscal Year 2006.

Safety — There were 1.47 preventable accidents per 100,000 revenue miles. This is 1.53 fewer than the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles.

Customer Service — There were 1.64 complaints per 1,000 passengers. This is 6.86 fewer than the maximum acceptable average of 8.5 complaints per 1,000 passengers.

Travel Time — Average trip length was 32 minutes. This equals the acceptable average trip length of 32 minutes.

On-Time Performance — The paratransit vehicles were on-time for 97.33% of the trips. This is 0.67 percentage points below the minimum acceptable on-time performance of 98%.

Cost Per Trip — Cost per paratransit trip is $18.00 for this quarter, an increase of $0.86 compared to the same quarter of 2006.

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

Productivity — Paratransit ridership for the quarter (53,962) decreased by 1.35% passengers (741) compared to the same quarter of Fiscal Year 2006.

Safety — There were 2.82 preventable accidents per 100,000 revenue miles. This is .18 fewer than the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles.

Customer Service — There were 1.20 complaints per 1,000 passengers. This is 7.3 below the maximum acceptable average of 8.5 complaints per 1,000 passengers.

Travel Time — Average trip length was 32 minutes. This is equal to the maximum acceptable average trip length of 32 minutes.

On-Time Performance — The paratransit vehicles were on-time for 98.49% of the trips. This is 0.49 percentage point better than the minimum acceptable on-time performance of 98%.

Cost Per Trip — Cost per paratransit trip is $18.00 for this quarter, an increase of 5.88% ($1.00) compared to the same quarter of 2006.

Productivity — Paratransit ridership for the year (219,420) increased by 5,084 passengers (2.37%) compared to FY 2005.

Safety — There were 2.95 preventable accidents per 100,000 revenue miles. This is under the maximum acceptable average of 3.0 preventable accidents per 100,000 revenue miles. This is an increase of 57.25% over accidents last year. The number of accidents was addressed during the first and second quarters of this year and accidents are now at to an acceptable level.

Customer Service — There were 11.63 complaints per 1,000 passengers. This is more than the maximum acceptable average of 8.5 complaints per 1,000 passengers and an increase of 37.07% from FY 2005. This customer service count has always included "Where's my ride?" inquiries in addition to calls, emails and/or letters to the office with specific service related complaints. When we installed new scheduling software, we were aware the late inquiries might go up. To work properly the software requires modification of parameters that were initially set. The process includes determining what is not working and then adjusting parameters to make it work. As a direct result of the percentage of increase in late inquiries, we hired a consultant to come in for additional staff training with parameters and trip scheduling. The consultant was here the week of October 16 and since that time, calls checking on late trips have decreased to an acceptable level.

Travel Time — Average trip length was 32 minutes. This is equal to the maximum acceptable average trip length of 32 minutes and is one minute less than FY 2005.

On-Time Performance — Paratransit vehicles were on-time for 98.87% of the trips. This is 0.87 percentage points better than the minimum acceptable on-time performance of 98% and 0.13 % fewer on-time trips than last year.

Cost Per Trip — Cost per trip is $17.17 for this year, an increase of $0.33 (1.98%) compared to FY 2005.