Performance Measures
Second Quarter 2012
Earn & Retain Community Trust
6 Performance Measures:
Ridership
Cost Effectiveness (Cost per Passenger)
Cost Efficiency (Cost per Revenue Hour)
Service Effectiveness (Passengers per Revenue Hour)
Customer Security
Maintenance Cost
1
2Q2011
Goal: Sustain 95% of 2011 Ridership Level
Result: Ridership is Flat YTD
2
Ridership
2009 = 11,152,408
2010 = 10,710,528
2011 = 10,831,987
Proj. 2012 = 10,290,388
2Q2012
500,000
600,000
700,000
800,000
900,000
1,000,000
1,100,000
1,200,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Fixed Route 2009 2010 2011 2012
Goal: 0% Growth in Ridership Level
Result: Ridership is Flat YTD
3
Ridership
2009 = 521,578
2010 = 517,192
2011 = 485,551
Proj. 2012 = 485,551
2Q2012
30,000
35,000
40,000
45,000
50,000
55,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit 2009 2010 2011 2012
Goal: 8% Growth in 2012
Result: 8.5% Increase YTD
4
2009 = 209,787
2010 = 214,193
2011 = 232,825
Proj. 2012 = 251,451
Ridership 2Q2012
10,000
12,500
15,000
17,500
20,000
22,500
25,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Rideshare 2009 2010 2011 2012
Cost Efficiency Fixed Route
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE
TO NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
5 * System averages assume a performance equal to STA for 2011 and current year
2Q2012
$113.16
$139.14
$117.63
$134.33
$170.81
$154.84
$118.08
$0.00
$20.00
$40.00
$60.00
$80.00
$100.00
$120.00
$140.00
$160.00
$180.00
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012COST PER REVENUE HOUR
Objective
81.3%
Cost Efficiency Paratransit
6 * System averages assume a performance equal to STA for 2011 and current year
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE
TO NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
2Q2012
$71.84
$85.89 $85.47 $84.85 $83.78 $81.09
$94.25
$0.00
$20.00
$40.00
$60.00
$80.00
$100.00
$120.00
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012COST PER REVENUE HOUR
83.6%
Objective
Goal: Recover 100% of Operating/Administrative costs
Cost Efficiency
Rideshare
7
2Q2012
2011 2Q 2012
96.1%
$0.48
$0.53
109.0%
Operating/Administrative Cost
per Mile
Revenue per Mile
$0.56
$0.52
%
GOAL: TRANSPORT 24.0 PASSENGERS PER REVENUE HOUR
Service Effectiveness Fixed Route
8 * System averages assume a performance equal to STA for 2010 and current year
2Q2012
29.9527.95
20.87
29.44
21.29
38.99
29.15
0.0
5.0
10.0
15.0
20.0
25.0
30.0
35.0
40.0
45.0
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012PASSENGERS PER REVENUE HOUR
Objective
GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR
Service Effectiveness
Paratransit
9 * System averages assume a performance equal to STA for 2010 and current year
2Q2012
2.90
2.36
2.66
2.27 2.26
1.80
2.79
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012PASSENGERS PER REVENUE HOUR
Objective
Cost Effectiveness
Fixed Route
10 * System averages assume a performance equal to STA for 2009 and current year
OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO
NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
2Q2012
$3.78
$5.14$5.52
$4.46
$7.85
$3.88 $3.96
$0.00
$1.00
$2.00
$3.00
$4.00
$5.00
$6.00
$7.00
$8.00
$9.00
$10.00
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012COST PER PASSENGER
73.6%
Objective
Cost Effectiveness Paratransit
11 * System averages assume a performance equal to STA for 2010 and current year
OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO
NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
2Q2012
$24.18
$39.97
$34.56
$40.24 $39.97
$48.57
$36.51
$0.00
$10.00
$20.00
$30.00
$40.00
$50.00
$60.00
STA UrbanizedAverage
Everett Transit Pierce Transit(Tacoma)
CommunityTransit
(Snohomish)
King CountyMetro
C-Tran(Vancouver)
2010 2011 2012COST PER PASSENGER
60.5%
Objective
Customer Security
12
2Q2012
Driver Driving
Safely
Fixed Route
Paratransit
Personal
Safety on Van
Driver Driving
Safely
Personal
Safety on Bus
4.8
4.3
4.4
2010
4.8
2010
2011
Not
Measured
2011
Not
Measured
4.8Not
Measured4.7
2Q 2012
TBD
TBD
2Q 2012
GOAL
Score 5 on
a scale of 1-5
(Standard =
4.5)
Score 5 on
a scale of 1-5
(Standard =
4.5)
GOAL
Score 5 on
a scale of 1-5
(Standard =
4.5)
Score 5 on
a scale of 1-5
(Standard =
4.5)
Not
Measured
13
Maintenance Cost
(Cost per Mile)
2Q2012
2011 2Q 2012 GOAL
$1.11$1.01Fixed Route
Paratransit
$1.02
$0.75 $0.81$0.74
Provide Excellent Customer Service
6 Performance Measures:
On-Time Performance
Call Center Performance Calls to Queue
Abandoned Calls
Customer Service Response Time
Customer Satisfaction Professional and Courteous
Driver Announcements/Introduction
Cleanliness of Coach/Van
Comment Rate
Maintenance Reliability 14
1Q2012
On-Time Performance
15
2Q2012
2011 2Q 2012 GOAL
97.15%
93.60%
Fixed Route
Paratransit
98.34% 95%
95%94.71%
Call Center Performance Calls to Queue
36,161
31,611
34,547
32,64133,874
32,752
30,608 30,351
36,971
32,173
34,09932,552
35,630
31,67733,399
29,99630,944
29,727
20,000
22,000
24,000
26,000
28,000
30,000
32,000
34,000
36,000
38,000
40,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Customer Service: 328-RIDE
2009 2010 2011 2012
19,566
17,235
18,94918,443 18,058 17,912
16,71117,665 17,704 18,158
18,899 18,895
19,47018,834 18,699
17,642 18,05317,404
15,000
17,000
19,000
21,000
23,000
25,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-1552 2009 2010 2011 2012
16
2Q2012
Call Center Performance Abandoned Calls
4,858
3,585 3,044 3,100
4,623 4,565 4,216 4,254
7,055
3,254
4,326 4,024 3,763
4,366 4,720
3450 3811 3455
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Customer Service: 328-RIDE 2009 2010 2011 2012
2nd Quarter
Abandon Rate =
11.8%
612 404 367 435
263 363
204 181 352 307
433 476 574
441 322 390 303
4250
200400600800
1,0001,2001,4001,6001,800
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-15522009 2010 2011 2012
2nd Quarter
Abandon Rate
= 2.1%
17
2Q2012
Goal: < 4%
Call Center Performance Service Level-Calls Answered within 60 seconds
71%74%
80% 79%
71% 70% 71% 72%
62%
78%72%
75%77%
72% 73% 75% 74% 77%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Customer Service: 328-RIDE 2009 2010 2011 2012
18
2Q2012
Goal: 90%
82%87% 89% 87%
91% 90% 91% 93%89% 91%
87% 87%
84%89% 91% 90% 90% 89%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-1552 2009 2010 2011 2012
Professional & Courteous
Rating
19
2Q2012
4.74
4.85
4.73
4.00
4.25
4.50
4.75
5.00
Fixed RouteRide Along
CustomerService/ReservationsAdmin&Mgmt/Security
Goal: 4.5
Paratransit
Ride Along
Operator
Announcements/Introductions
90.7% 87.5%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Coach OperatorADA Stop Announcements
Van OperatorIntroductions
Goal: 100%
20
2Q2012
100.0% 93.3%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Coach Interior/Exterior Clean Van Interior/Exterior Clean
Vehicle Cleanliness
Goal – Yes = 90% or Better
21
2Q2012
Comment Rate
22
2Q2012
2011 2Q 2012 Standard
5.3 (per 100K
passengers)
4.6 (per 10K
passengers)
5.0 (per 100K
passengers)
5.0 (per 10K
passengers)
4.8 (per 100K
passengers)
4.3 (per 10K
passengers)
Fixed Route
Paratransit
Maintenance Reliability (Road Calls)
23
2Q2012
2011 2Q 2012 GOAL
7,988
40,5701 / 46,000
miles
1 / 8,000
miles6,509
32,926
Fixed Route
Paratransit
Average Miles Between Road Calls
Provide Organizational & Employee
Development
Performance Measures:
Training Rate
Ride Checks/Ride Alongs
24
1Q2012
Ride Checks/Ride Alongs
26
1Q2012
2011 2012 Standard
21 of 60
completed
100% of
operators
checked
annually
Paratransit 100%
Fixed Route 100%90 of 248
completed
100% of
operators
checked
annually
2 Performance Measures:
Total Accident Rate
Preventable Accident Rate
Injury Rate
Workers Comp Time Loss
Claims per 1,000 Hours
Safety
27
1Q2012
Standard: Less than 2.0 per
100,000 miles
28
2Q2012
2009 2010 2011 2012
Jan 33 6 19 14
Feb 13 10 14 8
Mar 11 9 11 6
Apr 7 12 9 6
May 5 14 19 12
Jun 8 8 15 4
Jul 2 9 10
Aug 9 10 8
Sep 11 10 8
Oct 7 10 12
Nov 7 21 4
Dec 19 35 8
Total Accidents 132 154 137 50
YEAR TO DATE
ACCIDENTS PER
100,000 MILES2.05 2.40 2.24 1.66
Fixed Route
TOTAL VEHICLE ACCIDENTS
0.00
2.00
4.00
6.00
8.00
10.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Monthly Accidents / 100,000 Miles 2009 2010 2011 2012
Standard: Less than 0.5 per
100,000 miles
29
2Q2012
2009 2010 2011 2012
Jan 5 0 1 2Feb 8 3 0 4Mar 5 2 3 5Apr 6 3 3 1
May 2 6 3 4Jun 3 3 2 2Jul 0 2 1
Aug 1 0 1 Sep 7 3 0 Oct 2 4 2 Nov 1 1 1 Dec 1 2 0
Total Prev. Accidents 41 29 17 18
YTD PREVENTABLE
ACCIDENTS
PER 100,000 MILES0.64 0.45 0.28 0.60
PREVENTABLE VEHICLE ACCIDENTS
Fixed Route
0.00
0.20
0.40
0.60
0.80
1.00
1.20
1.40
1.60
1.80
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Accidents per 100,000 Miles 2009 2010 2011 2012
Standard: Less than 2.0 per
100,000 miles
30
2Q2012
2009 2010 2011 2012
Jan 6 2 3 5
Feb 1 3 2 2
Mar 3 5 3 1
Apr 4 0 4 2
May 2 3 3 2
Jun 0 1 1 0
Jul 1 4 2
Aug 2 1 1
Sep 3 1 2
Oct 2 2 2
Nov 1 3 1
Dec 5 3 1
Total Accidents 30 28 25 12YEAR TO DATE
ACCIDENTS PER
100,000 MILES2.05 2.04 1.81 1.66
Paratransit
TOTAL VEHICLE ACCIDENTS
0.00
1.00
2.00
3.00
4.00
5.00
6.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Monthly Accidents / 100,000 miles 2009 2010 2011 2012
Standard: Less than 1.0
per 100,000 miles
31
2Q2012
2009 2010 2011 2012
Jan 1 0 1 0
Feb 0 1 1 2
Mar 1 3 1 1
Apr 2 0 2 0
May 1 2 0 1
Jun 0 0 1 0
Jul 1 1 1
Aug 0 0 1
Sep 1 1 0
Oct 0 0 1
Nov 1 1 1
Dec 3 1 1
Total Prev. Accidents 11 10 11 4YTD PREVENTABLE
ACCIDENTS
PER 100,000 MILES0.74 0.68 0.80 0.29
Paratransit
PREVENTABLE VEHICLE ACCIDENTS
0.00
0.50
1.00
1.50
2.00
2.50
3.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Accidents per 100,000 Miles 2009 2010 2011 2012
Workers’ Compensation Time Loss
25
2Q2012
2011 2Q 2012 Standard
Maintenance
0.01 0.01
0.01 0.05
0.03
0.02
0.02
0.04
0.02
Paratransit
Fixed Route
Lost Time Days per 1,000 Hours
Workers’ Compensation Claims
26
2Q2012
2011 2Q 2012 Standard
Fixed Route
Paratransit
0.13
Claims per 1,000 Hours
0.07
Maintenance
0.06 0.05
0.06 0.08 0.08
0.090.07