Transparency & Accountability. APTA Emerging Leaders Program Western Region (Rail) Group
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1 X X Transparency & Accountability APTA Emerging Leaders Program Western Region (Rail) Group
2 X Team Member X Matthew Johnson Sound Transit & King County Metro Rider Communications Specialist Case Study Presented Fearghal King, PhD Translink Senior Planner, Research & Analytics Michelle McElhaney, PE Jacobs Project Engineer Ted Rosenbaum Staff Consultant LTK Engineering Services
3 X X Definitions Transparent a) free from pretense or deceit [FRANK] b) easily detected or seen through [OBVIOUS] c) readily understood d) characterized by visibility or accessibility of information especially concerning business practices Accountable a) subject to the obligation to report, explain, or justify something; responsible; answerable b) capable of being explained; explicable; explainable.
4 X X Accountability Pages Matthew Johnson
5 No centralized hub Accountability page Citizen Oversight Diversity Financial Audit Agency Milestones Ridership Page Service Page Sound Transit Matthew Johnson
6 Sound Transit Ridership Report published monthly Ridership OTP or Headway Management Farebox Recovery Complaints Accidents Reliability Escalator and Elevator availability Fare Evasion Matthew Johnson
7 King County Metro Centralized Accountability Center Reports System Evaluations/Guidelines Report Quarterly Performance Reports Rider Surveys Strategic Plan Progress Report Peer Comparison Report Matthew Johnson
8 X X Accountability Centre Version 1.0 Fearghal King
9 Fearghal King
10 Three key sections Regional Snapshot Performance Dashboard Transparency Fearghal King
11 Performance Dashboard Environment Efficiency Service Quality Safety & Security Customer Satisfaction Ridership Fleet GHG Emissions Facility Energy Consumption Criteria Air Contaminants Emissions Service Productivity Operating Cost Recovery Cost Efficiency Transit Service Provided On-Time Performance Escalator/Elevator Availability Accessibility Customer Injury Rate Employee Injury Rate Preventable Bus Collisions Crime Rate Customer Satisfaction Trend Levels of Satisfaction Satisfaction by Service Type Customer Complaints Boardings & Journeys Boardings by Service Type Historical Ridership Trend Fearghal King
12 Challenges & Limitations 1. Lack of business process and stakeholder engagement No rules for: Fearghal King Data flow process Standardisation Metric definitions Consistent calculations Data validation Sign-off process Site uploads Automation
13 Challenges & Limitations 2. No Goals, Targets, or Peer Comparisons Fearghal King Target?
14 X X Performance Metrics Dashboard Michelle McElhaney
15 Michelle McElhaney
16 Michelle McElhaney SFMTA Website Layout
17 Michelle McElhaney
18 Michelle McElhaney SFMTA Customer Satisfaction Customer Rating: Overall Customer Satisfaction with Transit Services; scale of 1 (low) to 5 (high) Target: Achieve 0.5 point improvement over baseline during each two-year budget cycle.
19 Michelle McElhaney
20 Michelle McElhaney SFMTA Employee Satisfaction Employee Rating: Overall Employee Satisfaction; scale of 1 (low) to 5 (high) Target: Achieve 0.5 point improvement over baseline during each two-year budget cycle.
21 X X MBTA Back on Track Ted Rosenbaum
22 Ted Rosenbaum MBTA Back on Track
23 MBTA Back on Track Data pulled April 10! Goals Ted Rosenbaum
24 Reliability Bus: Frequent service: regular intervals at all stops Infrequent service: schedule adherence at all stops Commuter rail: arriving at the final stop within 5 minutes of the schedule Subway: The percentage of people who waited the scheduled interval or less Ted Rosenbaum
25 Ridership & Customer Satisfaction No defined goals Directly measured Charlie Card data + manual counts Satisfaction surveys Adjusted Farebox noninteraction 7-point scale vs. 5- star rating Longitudinal tracking Ted Rosenbaum
26 Ted Rosenbaum Financials
27 X X Conclusion What is the motivation? Transparency Accountability What is the purpose? Storage Portal What are the resources? Initial Ongoing
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