Nelson\Nygaard Consulting Associates, Inc. 2

What is a Comprehensive Operational Analysis?

■ In-depth assessment of strengths and weaknesses of existing system

■ Detailed evaluation of service area and markets ■ Goals of Study:

– Identify areas where operational efficiency may be improved – Identify opportunities to better serve customers – Provide roadmap for future growth

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Service Providers

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Population Density

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Low-Income Population

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Employment Density

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Zero Vehicle Households

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Transit Demand Index

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Existing Customer Profile

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On-Board Customer Survey Overview

■ 37 question survey printed in English, Spanish and Mandarin

■ 11,723 surveys collected during May 2014 ■ Data collected on Express and local routes, at all times, on

all days of service

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Rider Profiles Vary by Service Type

■ Local Rider – Female – Student or employed – Annual Income <$25,000 – Transit dependent – Regular to occasional rider

■ Express Rider – Female – Full-time employee – Annual Income >$50,000+ – Car owner/P&R user – Regular rider (4-5 times per

week)

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Years of Patronage

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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express

5 Years or More 3 - 4 Years 1 - 2 Years 6 - 11 Months Less than 6 Months

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Most Riders are Employed or Students

Employment Status Student Status

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express AllRespondents

Full-time worker Part-time worker Unemployed

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express AllRespondents

Full-time student Part-time student Not a student

• 60% of unemployed respondents are full-time or part-time students

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Most Local Users are Transit Dependent Most Express Users are Choice Riders

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express

Access to a Car No Access to a Car

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Income Levels Vary by Service Type

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0%

20%

40%

60%

80%

100%

Local Silver Streak Express All Respondents

Under $10,000 $10,000 to $24,999 $25,000 to $49,999 $50,000 or more

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Work and School are Predominant Trip Purposes

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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express

Work College/School Medical/DentalSocial-Rec/Entertainment Shopping Personal BusinessOther

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One-Seat Rides Are Most Common on Express

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•One quarter of Silver Streak riders transfer more than once

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Local Silver Streak Express

No Transfer One Transfer Two Transfers >Two Transfers

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Ratings of Existing Service

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0% 20% 40% 60% 80% 100%

Safety on bus

Service goes where I need to go

Cleanliness of bus and bus stops

Overall satisfaction with Foothill bus service

Courtesy/knowledge of bus drivers

Quality of information about services

Length of Weekday service hours

Cost/fare of Foothill Transit

How Often the Bus Runs/Service Frequency

Amount of time to travel

Length of Weekend service hours

Very Poor Poor Fair Good Excellent

• Span, Frequency, Speed, and Fares have lowest ratings

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Desired Foothill Transit Improvement – All Riders

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0% 5% 10% 15% 20% 25% 30%

More Frequent Service

On-Time Performance

Buses RunEarlier/Later

Lower Fares

Faster Service

Cleaner Buses

Other

Nothing

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Desired Foothill Transit Improvement – Infrequent Riders

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0% 5% 10% 15% 20% 25% 30%

More Frequent Service

Faster Service

On-Time Performance

Lower Fares

Buses RunEarlier/Later

Cleaner Buses

Other

Nothing

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Foothill Transit Service Hour Distribution

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Service Requests by Jurisdiction

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Service Requests by Jurisdiction

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Phone Survey Responses

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Phone Survey Overview

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■ Average duration of survey: 10 minutes ■ 52 question survey conducted in English, Spanish and Mandarin ■ 1,206 surveys collected during May 2014

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Non-Bus Riders: Biggest Reason for Not Taking the Bus?

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20%

16%

15%

12%

8%

6%

5%

4%

3%

3%

2%

5%

0% 5% 10% 15% 20% 25%

Never thought of it/don't know

Already have a car/ride

Doesn't go where I need to go

Service not frequent enough/wait is too long

Trips are too slow or too long

It is too difficult to plan a trip

There is no bus stop near my home

Doesn't run during the times when I need it

Prefer car

Don’t need a car

Need car for work

Other

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Infrequent Riders: Biggest Incentive for You to Ride Foothill Transit?

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24%

18%

14%

13%

4%

4%

2%

21%

0% 5% 10% 15% 20% 25% 30% 35% 40%

More frequent service/shorter wait times

Discounted fares

Bus stop closer to my home or where I want to go

Service to more areas/where I want to go

Longer hours of operation on weekdays

More weekend service

Other

Nothing

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Infrequent Riders: When Does There Need to Be More Service?

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Note: Question only for those who indicated infrequent service as the reason for not taking the bus.

26%

24%

12%

10%

8%

8%

12%

0% 5% 10% 15% 20% 25% 30%

Weekdays during peak periods/rush hour

All the time

Early morning

Weekends

Weekday midday

Late night

Don't know

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Initial Findings

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Initial Findings

■ High ridership on several corridors and transit centers

■ Overlapping service of transit providers

■ Distinct Foothill customer markets

■ Connections to schools are key to increasing ridership

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Next Steps

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Next Steps

■ Fare analysis ■ Conduct field review of entire system ■ Begin making short and long-term recommendations ■ Project conclusion March 2014

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