Beginning in FY2009, Metro introduced a more comprehensive internal monitoring process that focuses on four core service attributes using 10 performance indicators.
Two indicators are used to measure the extent to which transit service is available: Accessibility and Connectivity. The accessibility indicator mandates that 99% of census tracts with three or more households and/or four or more jobs per acre should be within a quarter-mile of transit. The connectivity indicator states that direct transfers should be available for all Rapid-to-Rapid and Tier 1 Local-to-Tier 1 Local connections. At the present time only one isolated census tract does not meet the standard for Availability, and a short list of exceptions to the Connectivity standard is maintained.
Quality is important in retaining existing customers and attracting new ones. Two performance indicators measure quality: In-Service On-Time Performance and Customer Complaints. In-Service On-Time Performance uses a standard of one minute early and five-minutes late as the range of on-time achievement. The baseline performance target is 80% on-time or better. Since this measure has been monitored, performance has been consistently improving. Customer Complaints monitors the frequency with which customers are dissatisfied with some attribute of service delivery (Commendations are excluded from this performance measure). The standard of performance varies by service type and was established at the level of the poorest 15% of services within each type during FY2008.
Quantity is important in establishing minimum service levels for any service operated as well as ensuring that demand is adequately served when higher volumes of patronage are achieved. Two performance indicators are used: Frequency of Service and Average Load Factor. Frequency of Service ensures that service will operate at least hourly in any corridor in which Metro operates fixed route service. Metro Rapid service is held to a demand driven standard that ensures service at least every 20 minutes between 6:00 a.m. and 6:00 p.m. The Average Load Factor measure ensures that an average of not more than 30% of bus patrons are standing during any hour. This standard is subject to reevaluation, and is not applicable to rail transit which uses differing standards that tolerate higher levels of standees by design.
Effectiveness measures are used to ensure that service is provided in the most cost effective manner given scarce resources. Four performance indicators are used: Boardings per Service Hour, Cost per Passenger Mile, Passenger Miles per Seat Mile and the Route Performance Index (previously described). The standards of performance for the first three of these measures are established by the performance of the lowest 15% of services within each service type during FY2008. The RPI establishes its performance threshold at 0.60. Boardings per Service Hour measures the level of passenger activity, or passenger turnover, during each hour of operation. Cost per Passenger Mile measures the cost effectiveness of the service provided, and Passenger Miles per Seat Mile establishes the extent to which provided capacity is actually used.
Service Council Reports:
Metro Customer Relations
One Gateway Plaza, 99-PL-4
Los Angeles, CA 90012-2932
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