Operations & Administration Committee Meeting · · 10-05-2018 rate. We achieved a :23 average time on hold (:29 in March) and a 6.64% missed call rate (8.32% in March) during the

Operations & Administration Committee Meeting May 10, 2018

Speaking During the Public Comment Period If you wish to speak during the public comment period, please fill out a white form on the sign-in table before the meeting. Comments will be limited to three minutes.

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Chairwoman’s Report

Chairwoman Sharon Wegner

3

Agenda • General Manager’s report • Operations

– Bus

– Streetcar

– Ferry

– Paratransit

• Capital Projects

• Marketing and Customer Service

• Public Information

GM Report

GM Report

General Manager’s Report

Justin Augustine, III

5


– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

6 GM Report

Bus Safety

Definition: An accident in which the operator

did not do everything reasonable to avoid a

collision, committed an error, or failed to react

to the errors of others.

1.2

1.4

0.9 0.9

0.6

1.1

-

0.5

1.0

1.5

2.0

2.5Preventable Accidents/100k Miles - Bus

Range between incentive and damage

1.1

1.3

7 GM Report

Definition: Vehicle departs from a stop

between one minute early and five

minutes late from the scheduled time.

Bus Dependability

Not tracked for incentives and damages until active electronic tracking system in place

71% 73%

75% 76%

72% 72%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

On-Time Performance - Bus

75%

90%


8 GM Report

Definition: Disruption of service caused by a

mechanical malfunction which may or may

not result in the dispatch of a maintenance

or supervisory vehicle to correct, repair, or

remove the vehicle. Miles are revenue miles.

Bus Dependability

7,517

-

11,752

9,255 9,534

11,260 10,603

-

2,000

4,000

6,000

8,000

10,000

12,000

14,000

Mean Miles between Road Calls - Bus

10,000

6,000


9 GM Report

Definition: Passengers who ride during

scheduled operations, excluding chartered

services scheduled for one-time service

Bus Efficiency

23.5 24.0 22.2 21.9 22.7 23.1

-

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

Boardings per Hour - Bus

40

20


10 GM Report

National Press

Only four (out of 35) of the country’s high-ridership regions saw an overall

increase in transit use (across trains, buses, and other modes) in 2017: Seattle, Phoenix, Houston, and New Orleans. Seattle, San Francisco, Phoenix, and New Orleans are the only high-ridership areas where bus ridership increased in 2017.

11 GM Report

Stable Ridership at the RTA

11.3

13.6

15.5 16.4

18.4 18.8 18.5 18.5 18.6

-

2.0

4.0

6.0

8.0

10.0

12.0

14.0

16.0

18.0

20.0

2009 2010 2011 2012 2013 2014 2015 2016 2017

Mil

lio

n T

rip

s p

er

Yea

r

Bus and Streetcar Combined

12


– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

13 GM Report



collision, committed an error, or failed to

react to the errors of others.

Streetcar Safety

0.9

5.0 4.8

2.2

6.3

5.7

-

2.0

4.0

6.0

8.0

10.0

12.0Preventable Accidents/100K miles - Streetcar

1.9

2.3


14 GM Report

Definition: Vehicle departs from a stop

between one minute early and five

minutes late from the scheduled time.

Streetcar Dependability

Not tracked for incentives and damages until active electronic tracking system in place

58%

73% 70%

73%

63%

68%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

On-Time Performance - Streetcar

90%

75%


15 GM Report

Definition: Disruption of service caused

by a mechanical malfunction which may

or may not result in the dispatch of a

maintenance or supervisory vehicle to

correct, repair, or remove the vehicle.

Miles are revenue miles.

Streetcar Dependability

35,434

41,721

63,827 66,276

38,890

81,845

-

20,000

40,000

60,000

80,000

100,000

120,000

Mean Miles between Road Calls - Streetcar

12,500

7,500 Range between incentive and damage

16 GM Report


scheduled operations, excluding chartered

services scheduled for one-time service

Streetcar Efficiency

46.7

40.0

43.6 41.6

39.7 38.0

-

10.0

20.0

30.0

40.0

50.0

60.0

Boardings per Hour - Streetcar

55

30


17


– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

18 GM Report

Ferry Ridership

69,358

132,199

103,242

122,098

74,469 70,206

88,998

72,336

87,125

76,228

86,247

72,477

61,183

117,462

103,566

113,088

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Ferry Trips - Total

Mardi

Gras Mardi

Gras

19 GM Report

Ferry Trip Reliability

April 2018 Year to Date

Canal

Street Chalmette Combined

Canal

Street Chalmette Combined

Completed 1,820 1,674 3,494 7,324 6,567 13891

Scheduled 1,878 1,800 3,678 7,626 7,198 14824

Cancelled: Weather 0 0 0 176 250 426

Cancelled:

River Closed 56 0 56 60 0 60

Cancelled:

River Traffic 0 28 28 0 35 35

Cancelled: Non-

Preventable Accidents 0 0 0 0 0 0

Reliability 99.9% 94.5% 97.2% 99.1% 95.0% 97.1%

Definition: Trips Completed ÷ (Trips

Completed - Trips Cancelled for Reason

Outside Operator’s Control)

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– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

21 GM Report



collision, committed an error, or failed to react

to the errors of others.

Paratransit Safety

0.78

1.86

0.87

1.12

0.80 0.47

0.00

0.50

1.00

1.50

2.00

2.50

3.00Preventable Accidents/100k miles - Paratransit

Range between incentive and damage 0.93

1.13

22 GM Report

Definition: Vehicle arrives

within 15 minutes before or

15 minutes after the

scheduled pick-up time.

Paratransit Dependability

80%

83%

88% 86%

89%

86%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

On-Time Performance - Paratransit

85%

95% Range between incentive and damage

23 GM Report


scheduled operations, excluding

chartered services scheduled for one-

time service

Paratransit Efficiency

2.16

1.85 1.83

1.97 1.93 2.09

-

0.50

1.00

1.50

2.00

2.50Boardings per Hour - Paratransit

2.0

1.0

Range between incentive

and damage

24 GM Report

Definition: Disruption of service caused

by a mechanical malfunction which may

or may not result in the dispatch of a

maintenance or supervisory vehicle to

correct, repair, or remove the vehicle.

Miles are revenue miles.

Paratransit Dependability

128,153

90,937

58,391

99,268

53,728 56,267

-

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Mean Miles between Road Calls - Paratransit

16,000

8,000 Range between incentive and damage

25 GM Report


scheduled operations, excluding

chartered services scheduled for one-

time service

ADA Community Events

Council on Aging’s Senior Fest AMPed Fest

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– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

27 GM Report

Infrastructure / Facilities / Ferry Terminal and Vessels

• Canal Street Ferry Terminal + Riverfront Rail Connector + New Bus Stop

• Riverfront Streetcar Line Special Track Replacement & OCS Poles Painting

• St. Charles Streetcar Line Special Track Replacement (Carrollton / Claiborne)

• St. Charles Streetcar Line OCS Poles Repair

• St. Charles Streetcar Line Downtown Loop Track Pavement Replacement

• A. Philip Randolph and ENO Facilities – Exterior Envelope Repairs

• Napoleon Facility Renovation

• Algiers Park & Ride Rehabilitation – Phase 1

• Passenger Ferry Vessels

Capital Projects Engineering Phase

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– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

29 GM Report

Customer Service – Call Center Average Time on Hold

Definition: Average length

of time the call is on hold

02:13 01:29

02:04

02:48

01:42 01:45

04:04

00:23

00:00

01:26

02:53

04:19

05:46

07:12

08:38

10:05

Average Time on Hold

Range between

incentive and damage

5:00

10:00

Paratransit

Ride Line

Combined

30 GM Report

Customer Service – Call Center Time to Close Complaints

Definition: Average length of time it takes

for appropriate Transdev personnel to

follow up the complaint or resolve the issue

4.1

1.9

2.6

1.8

3.4 3.9

-

1.0

2.0

3.0

4.0

5.0

6.0

7.0

Da

ys

Range between incentive and damage 0.45

0.55

31 GM Report

Customer Service – Call Center Missed Calls

Definition: The number of missed

calls

Interactive Voice Response (IVR) system overreports abandoned calls. IVR update will fix this issue

10.8%

6.6%

17.4%

13.9%

10.6%

12.5%

15.6%

11.5%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

Missed calls


9.5%

10.5%

Paratransit

Ride Line

Combined

32 GM Report

Marketing and Customer Experience Updates

Marketing

• Festival and event detour messaging

• Riverfront Streetcar stop closure messaging

• GoMobile marketing campaign development

• Hurricane season planning

Customer Care Center

• RideLine continues to improve our average time on hold and missed call rate. We achieved a :23 average time on hold (:29 in March) and a 6.64% missed call rate (8.32% in March) during the month of April

• The RideLine team did a great job managing calls, questions, and support for our customers during Jazz Fest

33 GM Report

Marketing and Customer Experience Updates

Social Media Examples

34 GM Report

GoMobile 2.0 Progress

Beta Test

– External beta test is in progress and we’re receiving very helpful feedback

• External beta test will end 5/21

– We will host a thank you and moderated feedback event with refreshments for all beta testers (internal and external) on Monday 5/21 at 5:30pm in the RTA Boardroom

• Email invitations will be sent to all beta testers

– Received accessibility feedback from Lighthouse

• Meeting with the Lighthouse team and our development team today

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– Bus

– Streetcar

– Ferry

– Paratransit




GM Report

36 GM Report

Public Information Office Media Relations

98 Total Media Mentions in April

• Publicity Value: $307,280

• Total Online News Visitors: 26,230,633

• Total Local TV Audience: 191,651

Earned Media Highlights Outlets

Single Bus Tickets for Orleans, Jefferson to Start in August 12

Algiers Ferry Suspended After Fuel Spill in Mississippi River

As the Fleet Ages, RTA seeks Federal Money for New Vehicles

5

4

Algiers Park & Ride Set for a Facelift

AV/Electric Bus Demonstrations

Making 300: Preservation & Progress (2:34)

4

2

1

37 GM Report

Public Information Office Community Engagement and Interagency Relations

Event and Location Summary People Reached

Hurricane Season Outreach Planning with NOLA Ready, City Hall, 1300 Perdido

Collaborated with NOLA Ready, Evacuteer and Dept. of Health for “Readiness Rides”, City Assisted Evacuation videos and other tools for hurricane season outreach

NOLA Ready Team

Meet the Managers, Carrollton @ Claiborne, 70118

RTA Outreach, Planning & Safety spoke to riders about their experiences with RTA and distributed maps & schedules. New Orleans Public Library partnered

Bus and Streetcar riders from Lines 16,

39, 90, E3 and 12.

Southern University of New Orleans Job Fair & Health Expo

RTA Outreach collected Riders Digest subscriptions, distributed maps, schedules and information on the GoMobile app

SUNO staff, students & organizations

38 GM Report

Public Information Office Community Engagement and Interagency Relations

Event and Location Summary People Reached

NOPL Library Manager Meeting, Algiers Regional Library, 3014 Holiday Drive

RTA Outreach presented on rider tools, discussed opportunities for working with library summer programs, adult education courses and NOLA Ready

25 Library Managers

Elk Place Health Spot, Tulane School of Social Work, 127 Elk Place, 70112

Collected surveys from bus riders, distributed system maps, schedules, flash lights and emergency rain ponchos

Bus and Streetcar riders from Lines 47,

49, 51, 52, 57, 62, 63, 64, 64, 80 and 202.

Daughters of Charity Meeting and Partner Luncheon, 3201 S Carrollton Ave and 2301 Orleans Ave.

RTA Outreach met with Director of Business Development & Community Engagement and Community Case Manager to discuss opportunities to educate staff and clientele on rider tools

Daughters of Charity Staff

39 GM Report

Public Information Office Community Engagement

Tulane University

School of Social Work

Elk Place Health Spot

SUNO Job Fair & Health Expo

Meet the

Managers

Carrollton &

Claiborne

Thank You

Documents

Operations & Administration Committee Meeting · · 10-05-2018 rate. We achieved a :23 average time on hold (:29 in March) and a 6.64% missed call rate (8.32% in March) during the