Thursday, November 02, 2006

Port Authority service scorecard

The Port Authority has developed a "Service Scorecard" to evaluate bus-trolley routes and help management make fair decisions about ones to cut or eliminate.

Service is to be rated in three categories -- effectiveness, efficiency and equity -- with subcategories to be assigned points on a scale of 1 to 10. The points will be averaged and routes sorted from highest rank to lowest rank.

Here are the three categories and subcategories to be rated and ranked:

Effectiveness -- Serving the needs of the community. Subcategories are average daily ridership, ridership trends, transfer opportunities and utilization of park-n-ride facilities.

Efficiency -- Cost effectiveness. Subcategories are rides per trip, rides per vehicle hour and cost per rider.

Equity -- Fair and equitable distribution of service. Subcategories are Title VI coverage (nondiscrimination based on race, color and national origin), senior citizen riders, riders with disabilities and countywide coverage.

It's unfortunate that the Port Authority has waited until the crap is nearly about to hit the fan before truly assessing the services that they offer. This is an important tool to determine the quality of the services that they offer and also build support civically.
This kind of report should be put out annually.


At 1:55 PM, November 02, 2006, Blogger Eric said...

This comment will come as no suprise, but I really think there should be a 4th item on the scorecard - quality of service. The current scorecard basically asks whether the routes are good ones, but not whether they are or can be executed well.

That could be drawn from fraction of on-time departures and completions of routes, customer satisfaction feedback, etc.

This kind of scorecard item could both provide a useful avenue to incorporate rider feedback, but actually help the Port Authority deflect criticism by being able to state their services expectations clearly up front. A route that runs Rt. 28 inbound at morning rush hour cannot be expected to be on time, so the Port Authority can simply state that quality of service on this route will be lower, and potentially evaluate this route for change or elimination based on structural impediments to delivering good service.


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