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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
Nelson\Nygaard Consulting Associates, Inc.
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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
Nelson\Nygaard Consulting Associates, Inc.
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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)
Nelson\Nygaard Consulting Associates, Inc.
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Years of Patronage
Nelson\Nygaard Consulting Associates, Inc.
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
Nelson\Nygaard Consulting Associates, Inc.
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
Nelson\Nygaard Consulting Associates, Inc.
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
Nelson\Nygaard Consulting Associates, Inc.
•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
Nelson\Nygaard Consulting Associates, Inc.
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
Nelson\Nygaard Consulting Associates, Inc.
0% 5% 10% 15% 20% 25% 30%
More Frequent Service
On-Time Performance
Buses RunEarlier/Later
Lower Fares
Faster Service
Cleaner Buses
Other
Nothing
20
Desired Foothill Transit Improvement – Infrequent Riders
Nelson\Nygaard Consulting Associates, Inc.
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
Nelson\Nygaard Consulting Associates, Inc.
■ 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?
Nelson\Nygaard Consulting Associates, Inc.
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?
Nelson\Nygaard Consulting Associates, Inc.
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?
Nelson\Nygaard Consulting Associates, Inc.
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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