Using Data to Develop a Fare Collection Equipment Maintenance Plan

Transcription

1 Using Data to Develop a Fare Collection Equipment Maintenance Plan By Nicholas Eull Metro Transit Minneapolis, MN APTA Fare Collection Workshop Dallas/Ft. Worth, Texas March 22 nd 24 th, 2012

2 Presentation Objectives Information on Metro Transit Understanding of Metro Transit s measurements process and growth Look at identifying which data to collect Look at how to interpret the data Translate data into performance metrics/kpi Use measurements to drive actions Communicate data

3 Could you answers these questions? General Manager/CEO How often are our ticket vending machines failing? Garage Operations Manager How does the reliability of fareboxes compare to the other garages? Why the difference? Finance Manager How many on-road farebox failures did we have in 2011? Revenue Equipment Technician What was eventually done to fix the farebox on bus 23?

4 About Metro Transit Metro Transit a service of the Metropolitan Council Service area includes Minneapolis, St. Paul and dozens of suburban communities in the 7- county metropolitan area Almost 81 million rides in 2011 on 123 bus routes, one light rail system and one commuter rail system 250,000 weekday trips using Metro Transit

5 Metro Transit Revenue Collection Equipment Bus GFI Cents-A-Bill w/trim (1,500) 1992 (Farebox) 1996 (TRiM) Cubic Smartcard Readers 2004 Rail Cubic TVMs (90) 2004 Cubic Smartcard Validators (90) 2004

6 Department Operations Farebox Repair 13 Farebox Maintainers Six different locations Seven day support 5 a.m. 9 p.m. M-F One 10 hr shift on weekend days Weekday road call support TVM Repair Nine Electronic Techs Centralized location Perform all TVM and other advanced repairs 5 a.m. to 9 p.m. seven day support Two-year degrees

7 Fare Collection Repair Org Chart Manager Supervisor Administrative Clerk Lead Farebox Maintainer (1) Lead Technician (2) Farebox Maintainers (12) Technicians (7)

8 Our Challenges Fareboxes were failing - often Limited data No easy access to any TVM maintenance information Difficult to organize data for determining KPIs Limited ability to communicate information to front line personnel to address

9 Maintenance Data: Where We Started TVM: Photocopied sheets TVMs not tracked electronically/centrally FB: Electronic but lacking sufficient detail Maintenance forms not well organized Data entry boxes not clear Inconsistent data entry between techs Failures not consistent/organized Required too much writing Difficult to report off data No TVM data to report against

10 Identifying Critical Data Identifying the critical components to track individually Some thought must go into this step to keep the data relevant One size doesn t necessarily fit all Separate forms for fareboxes and TVMs How will information be organized on maintenance form What other information is required or would be useful

11 Summary of Tracked Components Farebox TVM Bill Stuffer Bill Handling Unit Bill Transport Bill Vault Cashbox Credit Card Reader Coin Mech Coin Handling Unit Display (Driver/Passenger) Coin Vault Escrow Dump Hopper Keyboard Power Supply Receiver Vault Receipt Printer Smartcard Reader Roll Stock Transport TRiM (Jam/Print) TVM Other Farebox Other

12 Failure Types Abuse Customer Error Malfunction Operator Error Vandalism Other No Problem Found

13 Critical Information Equipment identification number As a whole or individual module numbers Garage Location Time/date Failure description Action taken Hours to repair Employee number/initials Comments/notes

14 Collecting the Data Centralized or decentralized data entry Metro Transit moved to a centralized entry point Leveraging current systems Metro Transit uses TxBase system to accommodate data collection and reporting Modified bus maintenance process to fit fare collection repair needs Building a new system Would a simple Access database meet needs?

15 Key Performance Indicators (KPI) Develop first, and then follow the process What is a failure? How do you measure? Time Between transactions By rides Most value is comparing one period to another period System wide By garage By module By technician No universal standards

16 Metro Transit s Process Failure: Incident that prevents full function utilization of equipment Doesn t always mean machine is unusable Failure preventable Be careful about asking employees to provide input to Preventable, Failure, etc.

17 Metro Transit s Process Use Mean Transactions Between Failures (MTBF) as metric/kpi Fareboxes: Rough measurement derived independent of technicians assessment Ticket Vending Machines: Information from technicians maintenance reports used to calculate

18 Calculating the Measurements/KPI Farebox and Smartcard rides identified separately Total number of incidents for each garage location identified Aggregate totals used to generate measurements East Metro System Rides FBX Only Rides Go-To Rides Trouble Calls Nicollet Heywood Ruter South Jan 2011 FB Rides (1,000s) ,393 2,931 2,462 Jan 2011 Go-To Rides (1,000s) Go-To %: 46% Jan 2011 FB Failures Jan 2011 Go-To Failures Total Jan 2011 FB MTBF 7,382 4,519 7,696 6,371 6,407 Jan 2011 Go-To MTBF 21,846 19,636 53,667 35,800 35,375

19 Individual and Collective Data Usage 10,000 9,000 NIC MJR EM FTH SOU System Average 8,000 7,000 6,000 5,000 4,000 3,000

20 Individual Location Performance 10,000 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0

21 Putting the Data to Work 4,000 3,500 TVM Transactions Per Failure 3,000 2,500 2,000 1,500 1, Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2010 Actual 2,461 2,464 1,930 2,789 2,977 2,656 2,685 2,691 2,753 2,445 1,807 2, Actual 2,835 2,485 3,193 2,357 3,212 1,946 2,312 2,935 2,488 2,455 2,541 3, Goal 2,500 2,700 2,800 2,900 3,100 3,500 3,500 3,500 3,500 3,000 3,000 3,000

22 Putting the Data to Work 4, TVM Reliability 3,500 3,000 2,500 2,000 1,500 1,

23 Putting the Data to Work Farebox Reliability

24 Reviewing the Data - Farebox Date Bus Number Procedure Tech Comments Garage 1/21/ SC Jensen Replaced out of service Go-To card reader /24/ SC Jensen Go-To card reader indicated failed target Power cycled bus /24/ TJ Jensen Jammed TRiM unit - Replaced /24/ CM Jensen Coin mech jam - Cleared /26/ TO Jensen TRiM won t read - Replaced /26/ SC Allen Go-To not displaying Removed Go-To reader 50997/9555, installed 51262/ /24/ CM Allen Coin mech jam reported Tested, NPF /24/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /24/ FB Allen Farebox not working Looks like harness issue. Removed farebox 1/27/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ TO Allen TRiM not working Bearings appear seized. Replaced TRiM /24/ TO Allen TRiM double dips transfers Replaced TRiM /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /27/ SC Allen Can t log on to Go-To reader MDT issue. Reported to Radio shop

25 Reviewing the Data - Farebox Date Bus Number Procedure Tech Comments Garage 1/21/ SC Jensen Replaced out of service Go-To card reader /24/ SC Jensen Go-To card reader indicated failed target Power cycled bus /24/ TJ Jensen Jammed TRiM unit - Replaced /24/ CM Jensen Coin mech jam - Cleared /26/ TO Jensen TRiM won t read - Replaced /26/ SC Allen Go-To not displaying Removed Go-To reader 50997/9555, installed 51262/ /24/ CM Allen Coin mech jam reported Tested, NPF /24/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /24/ FB Allen Farebox not working Looks like harness issue. Removed farebox 1/27/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ TO Allen TRiM not working Bearings appear seized. Replaced TRiM /24/ TO Allen TRiM double dips transfers Replaced TRiM /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /27/ SC Allen Can t log on to Go-To reader MDT issue. Reported to Radio shop

26 Reviewing the Data - Farebox Date Bus Number Procedure Tech Comments Garage 1/21/ SC Jensen Replaced out of service Go-To card reader /24/ SC Jensen Go-To card reader indicated failed target Power cycled bus /24/ TJ Jensen Jammed TRiM unit - Replaced /24/ CM Jensen Coin mech jam - Cleared /26/ TO Jensen TRiM won t read - Replaced /26/ SC Allen Go-To not displaying Removed Go-To reader 50997/9555, installed 51262/ /24/ CM Allen Coin mech jam reported Tested, NPF /24/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /24/ FB Allen Farebox not working Looks like harness issue. Removed farebox 1/27/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ TO Allen TRiM not working Bearings appear seized. Replaced TRiM /24/ TO Allen TRiM double dips transfers Replaced TRiM /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /27/ SC Allen Can t log on to Go-To reader MDT issue. Reported to Radio shop

27 Reviewing the Data - Farebox Date Bus Number Procedure Tech Comments Garage 1/21/ SC Jensen Replaced out of service Go-To card reader /24/ SC Jensen Go-To card reader indicated failed target Power cycled bus /24/ TJ Jensen Jammed TRiM unit - Replaced /24/ CM Jensen Coin mech jam - Cleared /26/ TO Jensen TRiM won t read - Replaced /26/ SC Allen Go-To not displaying Removed Go-To reader 50997/9555, installed 51262/ /24/ CM Allen Coin mech jam reported Tested, NPF /24/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /24/ FB Allen Farebox not working Looks like harness issue. Removed farebox 1/27/ TJ Allen TRiM jam Adjusted cassette, tested, OK /24/ TO Allen TRiM not working Bearings appear seized. Replaced TRiM /24/ TO Allen TRiM double dips transfers Replaced TRiM /24/ CM Allen Coin mech reading wrong adjusted and tested, OK /27/ SC Allen Can t log on to Go-To reader MDT issue. Reported to Radio shop

28 Reviewing the Data TVM Date Equipment Number Procedure Tech Comments 1/15/12 TVM10602 TR Sagerer Roll stock 1 empty replace roll stock 1 1/18/12 TVM10602 RS Yang No tickets available Cleared jam, tested, OK 1/25/12 TVM10602 INSP Yang PM completed 1/26/12 TVM10602 BV Anderson Bill vault count reset changed bill vault, to Money Room 1/16/12 TVM10701 CC Anderson No credit cards accepted Changed credit reader 1/10/12 TVM10702 TR Bruss Roll stock 1 empty replace roll stock 1 1/10/12 TVM10703 TR Bruss RST dirty, not issuing tickets Swap RST 1/2/12 TVM10704 CH Farb No coins accepted Clean CHU, test, OK. 1/15/12 TVM10704 BH Anderson BHU error Cleared foreign object from BHU, tested, OK 1/20/12 TVM10704 TR Vickerman Roll stock 1 empty replace roll stock 1 1/15/12 TVM10801 TR Anderson Roll stock 2 low, 90 tickets replace roll stock 2 1/23/12 TVM10801 INSP Anderson PM completed 1/6/12 TVM10802 TR Anderson Roll 1 low/out (91) Replaced roll 1

29 Drilling Down Further Look at location-specific failures for components or modules Farebox Bill Stuffer Bill Transport Cashbox Coin Mech Display (Driver/Passenger) Escrow Dump Keyboard Receiver Vault Smartcard Reader TRiM (Jam/Print) Farebox Other Figure out best way to measure Specific component failures per 100 buses? Consider environmental variables in reviewing numbers

30 Providing Access to Data Managers/supervisors Monitor performance Track KPI Technicians Historical repair information Required preventive maintenance schedules Customer service Investigate/resolve customer issues

31 Other Ways to Utilize Data Automated information distribution ( ) Farebox: Daily weekday reports with previous 7 days of failures by garage TVM: Last 7 days of TVM failures Expense identification/control Previous 7 days parts expense Remote access to data

32 Automated Reports - Fareboxes

33 Automated Reports - TVMs

34 Automated Reports - Other Uses Help point out more difficult issues to identify: NO CREDIT T VM10003 HL 100 Target Field Station orail HLRT NO TRX RSV10027 HL 100 Target Field Station orail HLRT NO BILLS TVM20405 NS 204 Elk River Station orail NS

35 Summary How are you recording information? Will your existing system work? User friendly information Data helps drive efforts Automate data distribution Change/modify data, categories, reports, etc. as experience grows

36 Contact Nick Eull Manager of Revenue Processing Metro Transit (612)