public safety, customer service & operations

PUBLIC SAFETY, CUSTOMER SERVICE & OPERATIONS

COMMITTEE MEMBERS Jim Robinson, Chair

Lisa Castañeda Lex Frieden

Don Elder

Thomas C. Lambert President & CEO

ACCESSIBILITY AND SPECIAL ACCOMMODATIONS METRO’s meetings are held in a facility accessible to persons with disabilities. Request for accommodations should be directed to the Board Office at 713-739-4834 at least 48 hours in advance of the meeting. SECURITY Individuals attending this meeting will be subject to being scanned with a security wand and/or metal detector walk through. You and your property are subject to being searched.

Notice and Agenda of a Meeting of the

Public Safety, Customer Service & Operations Committee of the METRO Board of Directors

Metropolitan Transit Authority of Harris County, Texas

Lee P. Brown METRO Administration Building 1900 Main Street, 2nd Floor Board Room, Houston, TX 77002

Thursday, July 19, 2018 at 3:30 p.m. 1. Monthly Safety Message S. Cagan

ACTION

2. Request Board authorization for the President & CEO to negotiate and execute a contract with Siemens Mobility, Inc. for the purchase of fourteen (14) Light Rail Vehicles

A. Skabowski

COMMITTEE APPROVAL

3. Review of possible procurement solicitations M. Kyme

BRIEFINGS

4. Monthly Board Speaker Follow-up R. Frank 5. Monthly Public Safety, Customer Service, and Operations Report T. Kelly 6. Monthly METRORail Safety Update

S. Cagan 7. METRORail On-Time Performance Update

S. Grogan 8. METROLift Subsidy Program

A. Jackson 9. METROStar Vanpool Program Update

A. Skabowski

of 77

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Public Safety, Customer Service and Operations Agenda Working Committee Meeting Agenda

10. US-290 Corridor Project Update - HOV/HOT Lane Coordination

T. Kelly

11. Summer of Fun Update D. Whitaker

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MONTHLY

SAFETY

MESSAGE

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FY2018ANTICIPATED PROCUREMENT REPORT

Solicitations over $50KJuly Consent List

Q4

NO. PROJECT DESCRIPTIONPROCUREMENT

METHOD (RFP, RFQ, IFB)

ANTICIPATED SMALL BUSINESS GOAL

ANTICIPATED ADVERTISEMENT

MONTHCOMMENTS

BOARD COMMITTEE

PREVIOUS BOARD

COMMITTEE

1SAP Success Factors

Recruiting Management System

RFP N/A AugustContract to enhance SAP HR

capabilitiesAdministration

2

Red Line Tie Replacement &

Drainage Improvements

IFB 15% AugustContract to replace rail ties on the

redline and improvements to drainage

Capital & Strategic Planning Committee

3Alternators, Regulators

& StartersIFB N/A August

Off-the-shelf manufactured parts. Requirements Contract with parts to

be delivered over a two (2) year period with no options.

Public Safety, Customer Service &

Operations Committee

4

Group 31 Absorbed Glass Mat (AGM)

Batteries for Transit Vehicles

IFB N/A August

Off-the-shelf manufactured part. Requirements Contract with batteries

to be delivered over a one (1) year period with no options.



5Laboratory Testing of

Bus & Rail FluidsIFB N/A August

3 Year Contract for Bus & Rail Fluids Testing



6 Safety Vision Parts IFB N/A August

Off-the-shelf manufactured parts. Requirements Contract with parts to

be delivered over a two (2) year period with no options.



1 of 1 of 77

BOARD BRIEFING SUMMARY

SUBJECT: AGENDA ITEM #:

AGENDA DATE:

DEPARTMENT: PRESENTER:

SUMMARY:

Board Speaker Follow-Up

Customer Service Russ Frank

of 77



AGENDA DATE:


SUMMARY:

Monthly Report - Public Safety, Customer Service, & Operations

EVP, Public Safety, Customer Service, & Operations Timothy H. Kelly

A monthly report of Key Performance Indicators (KPIs) for METRO's

- Safety- Police- HOV/HOT Lanes- Customer Service- Operations (Bus, Rail, METROLift, STAR Vanpool)

Page 14 of 77

July 2018

Page 15 of 77

Public Safety, Customer Service, OperationsBoard Committee Meeting

Monthly Report

3 • Safety

5 • Police

8 • HOV / HOT Lanes

9 • Customer Service

14 • Operations ‐ Bus

15 • Operations ‐ Star Vanpool

16 • Operations ‐ Rail

17 • Operations ‐ METROLift

Page 2 of 17 Page 16 of 77

Public Safety, Customer Service, Operations

Board Committee Meeting

Monthly Report

SAFETY

MEASURE DEFINITION Benchmark

Bus

Accidents53


Rail

Accidents8

Transit incident with passenger injuries that requires immediate medical treatment away from

the scene or a collision between a bus and an object such that the amount of damage exceeds

$1,000.

Reflect collisions between METRORail and other vehicles, pedestrians or bicyclists.

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

FY17 53 60 45 53 56 55 51 35 47 42 43 42

FY18 48 30 49 43 54 53 43 58 53

Benchmark 51 49 50 51 56 56 53 52 53 51 51 52

0

10

20

30

40

50

60

70

FY17 FY18 Benchmark


FY17 11 8 7 17 6 7 6 6 10 3 7 7

FY18 9 15 8 11 6 12 7 10 5

Benchmark 9 9 9 8 8 8 8 8 8 8 8 8

0

2

4

6

8

10

12

14

16

18

FY17 FY18 Benchmark

2 20

1 12

10

1

7

13

8

10

5

10

610

4

0

2

4

6

8

10

12

14

16

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Preventable Non-Preventable

20

515 11

18 1724

15 18

28

25

3432

36 36 1943 35

0

10

20

30

40

50

60

70

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Preventable Non-Preventable

0

1

2

3

4

5

6

7

8




Monthly Report

MEASURE DEFINITION

Rail

Accidents by

Type

Reflect collisions between METRORail and other vehicles, pedestrians or bicyclists by their categorical type.

Illegal Turns, 4

Other, 1

Rail Accidents by Type

4

1

0

1

2

3

4

5

Illegal Turns Ran Red Light Pedestrian/ Cyclist Sideswipe Suicide LRV Rear EndVehicle

Other

Rail Accidents by Type

Jun - No Injuries Jun - Injuries Jun - Fatalities




Monthly Report


Part I Crime 70

MEASURE Benchmark

Part I Crime

By Location30

Incidents that occur on METRO property, meaning Park & Ride lots, Transit Centers, On-board

Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms.

POLICE

These crimes include Homicide, (Agg) Sexual Assault, Robbery, Agg Assault, Burglary, Larc/Theft,

Auto Theft and Arson.

DEFINITION

76

44

3741

28

43

31

38

47

0

10

20

30

40

50

60

70

80


FY17 FY18 Benchmark is 70

1

17

2

23

4

Crime TypeJune

Homicide (Agg) Sex Assault

Robbery Agg Assault

Burglary Larc/Theft

Auto Theft Arson

51

14

25 26

19

32

21 25

30

10

20

30

40

50

60

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

P&R/TC/Bus/Rail & Platform

Benchmark is 30

10

20

30

40

50

60


Park & Ride Transit Center On-Board Bus On-Board LRV LRV Platform




Monthly Report

MEASURE

Part II Crime

DEFINITION

All other criminal offenses that occur on METRO property, meaning Park & Ride lots, Transit Centers, on-

board Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms not qualified as a Part I

Crime.

159145

127

157

183

159

197 196

231

0

50

100

150

200

250


FY17 FY18

On Board Bus

LRV Platform

10

20

30

40

50

60

70

JUNE

Park and Ride Transit Center On Board Bus Bus Op. Facility

Bus Shelter Bus Stop Non Transit Building (store, com.) Facility

HOV Lane On Board LRV LRV Platform Rail Tracks

Rail Transfer Station Extra Job Traffic Stop Pedestrian Stop

Along Rail, But Not System Along the Bus Route Parking Lot / Garage (Lot B) METROLift




Monthly Report

MEASURE

Code of

Conduct

Suspension

Notices

The total number of METRO Code of Conduct Suspension Notices issued per month for violation of prohibited

conduct on METRO property. A suspension notice may only be issued by a METRO Police Officer.

DEFINITION

8

4

1

4 4

2

0

9

7

0

2

4

6

8

10

12


FY17 FY18




Monthly Report

HOV / HOT LANESMEASURE

Citations

Issued

MEASURE Goal

Average Lane

Speed

45

mph

The average lane speed from both the AM (7-8) and PM (5-6) peak hours of operation on all five HOV

lanes are held to an FTA set goal of 45 mph at minimum. The speed it measured using data collected

when a vehicle, with a toll tag, enters the lane and travels the full length. The system measures that

vehicles entry and exit of the lane and an algorithm calculates the speed based on that data.

DEFINITION

The total number of METRO HOV/HOT citations issued per month and per freeway corridor. Citations are

issued by a Police Officer and could be either a warning citation or finable citation.

DEFINITION

1,9

12

1,9

73

1,0

84

1,2

28

1,2

92

1,8

33

1,0

43

2,1

22

1,7

56

500

1,000

1,500

2,000

2,500


FY18 Totals

311 283

488

248

426

100

200

300

400

500

600

JUNE

45N 45S 290 59N 59S

0

10

20

30

40

50

60

70

MAY JUNE

45N 45S 290

59N 59S Goal is 45 mph

57

59

5556

61

52

6261

56

52

45NAM7-8

45NPM5-6

45SAM7-8

45SPM5-6

290AM7-8

290PM5-6

59NAM7-8

59NPM5-6

59SAM7-8

59SPM5-6

JUNE




Monthly Report

CUSTOMER SERVICEMEASURE MEASURE

Customer

Calls

Customer

Call Type

MEASURE Benchmark MEASURE

Customer

Average Call

Wait Time:01:45

Call

Translation

Assistance

Total number of calls received by monthTotal number of calls received by queue

type for current month

DEFINITION DEFINITION

Amount of time a call waits in queue

to be processed or answered

Total number of customers needing

assistance in a language other than English,

received in the Call Center


14

2,8

86

13

1,6

97

12

0,0

52

14

0,4

94

12

0,2

10

13

2,5

39

12

0,3

21

13

1,2

88

13

2,4

19

105,000

110,000

115,000

120,000

125,000

130,000

135,000

140,000

145,000


3,492

2,736

2,599

947

62,575

2,747

57,323

- 20,000 40,000 60,000 80,000JU

NE

IVR (Automated System) General Information (Spanish)General Information METRO ReceptionistLost & Found Q-CardComplaint

:00:00

:00:21

:00:42

:01:03

:01:24

:01:45

:02:06


FY18 Benchmark (Minutes) YTD Average

3,8

88

3,0

71

2,4

75

3,0

93

2,7

28

3,1

67

2,9

59

2,9

52

2,9

95

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500





Monthly Report

MEASURE

Public

Comments

MEASURE

Lost & Found

Total number of customer comments and type received by month

DEFINITION

Total number of customers served and type of assistance provided at the Lost & Found window

DEFINITION

3,6

90

3,2

43

2,6

47

3,7

35

3,7

46

4,3

43

3,9

33

2,7

45

3,5

10

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

5,000


FY17 FY18

451

2,806

253

Comments by Type - June

Comments Complaints Commendations

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000


Customer Information Lost & Found




Monthly Report

MEASURE MEASURE

In-Person

Translation

Assistance

In-Person

Customer

Service

MEASURE MEASURE

In-Person

Fare

Transactions

On-Line Fare

Transactions

Total number of customers needing assistance

in a language other than English (1900 Main,

1001 Travis, and Fannin South)

Total number of customers serviced at

RideStores for assistance other than buying

transit fares


Total number of transit fares sold in RideStores

by type

Total number of transit fares sold on-line by

type


24

8

31

2

26

0 29

4

28

9

27

0

32

5

38

6

35

8

-

50

100

150

200

250

300

350

400

450


In-Person Translation Assistance

36

3

38

4

29

8

31

6

31

4

29

1

35

4 4

02

33

7

-

50

100

150

200

250

300

350

400

450


In-Person Customer Service

-

50,000

100,000

150,000

200,000

250,000


Q Card METRO Money METROLift Convention Pass

-

1,000

2,000

3,000

4,000

5,000

6,000


Q Card METRO Money METROLift Convention Pass




Monthly Report

MEASURE

Type of

Fare

MEASURE MEASURE

METROLift

Fare

METRO

Money

DEFINITION

Types of METRO Fare sold in-person and on-line


Total number of METROLift transit fares sold in-

person and on-line

Total number of METRO Money sold by

type in-person and on-line

Q Card

Q Card - Student

-

500

1,000

1,500

2,000

2,500

JUNE

Q Card Q Card - Senior Q Card - Disabled Q Card - Student

Day Pass Day Pass - Senior Day Pass - Disabled Day Pass - Student

365 Day Disabled Veterans Pass (MVP) 70+ Convention Pass

-

100

200

300

400

500

600

700

800


Single Books Monthly 365 Day Pass

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000


$1.25 $2.50 $5.00 $10.00 $20.00




Monthly Report

MEASURE

Fannin South

Parkers

MEASURE

Retailer

Transactions

DEFINITION

Total number of Q Cards loaded by a retailer

Total number of parking transactions by type per month

DEFINITION

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

50,000

Oct Nov Dec Jan Feb Mar Apr May Jun

Monthly Daily Special Events FY17

31

,31

7

30

,08

8

27

,05

2

28

,95

3

30

,85

9 31

,97

2

31

,78

6

30

,64

9

28

,98

3

24,000

25,000

26,000

27,000

28,000

29,000

30,000

31,000

32,000

33,000





Monthly Report

OPERATIONS - BUSMEASURE Goal

Local OTP 75%

MEASURE Goal

Park & Ride

OTP75%

Considered on-time if it does not leave early and is within a five (5) minute window, after the

scheduled departure time.

DEFINITION

Considered on-time if it does not depart early (except when leaving a Park & Ride lot in the

morning because it’s full) and is within a five (5) minute window, after the scheduled departure

time.

DEFINITION

73.7% 73.7%

74.1%

75.1%75.4%

74.9%75.1% 75.1%

76.7%

72.0%

72.5%

73.0%

73.5%

74.0%

74.5%

75.0%

75.5%

76.0%

76.5%

77.0%


Local - Bus Goal is 75%

76.9%

76.4%

75.4%

76.4%

77.1%

76.1%76.4%

75.7%

77.6%

73.5%

74.0%

74.5%

75.0%

75.5%

76.0%

76.5%

77.0%

77.5%

78.0%


Park & Ride - Bus Goal is 75%




Monthly Report

MEASURE DEFINITION Goal

Bus MDBF 7,750

OPERATIONS - STAR VANPOOLMEASURE

Passenger

Trips

DEFINITION

The number of passenger trips taken on any STAR Vanpool routes.

*Reflects the estimated number of passenger trips for the month, all logs are not received and data processed in time for this

report. True number for STAR Vanpool passenger trips will be reflected in next month's report.

Reflects any mechanical issue encountered during operation of the vehicle in revenue service that

requires a maintenance action resulting from a mechanical failure; includes warranty and fleet

defects but excludes accidents.

-

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000


Mean Distance Between Mechanical Failures - All Buses Goal

-

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000


FY17 FY18




Monthly Report

OPERATIONS - RAILMEASURE DEFINITION Goal Goal Goal

Rail OTP 90% 95% 95%

MEASURE DEFINITION

Rail MDBSIMean Distance Between Service Interruptions (MDBSI) is classified as any interruption

where passengers are delayed by one (1) minute or greater of lost time.15,000

Considered on-time when the train departs from the beginning of the line

and arrives at the end of the line less than five (5) minutes after the

scheduled time.

Goal

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Rail - Red Line Goal is 90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Rail - Green Line Goal is 95%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Rail - Purple Line Goal is 95%

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000


Mean Distance Between Service Interruptions - Rail Goal is 15,000




Monthly Report

OPERATIONS - METROLIFTMEASURE MEASURE Goal

Passenger

Trips

On Time

Performance90%

MEASURE Goal MEASURE Benchmark

Mean

Distance

Before Failure

20,000 No-Shows 3%


The average number of vehicle-miles

traveled before a mechanical failure

(breakdown).

The percent of all scheduled

trips when a customer fails to

show up for a scheduled trip.

*Prior months are subject to shift based on finalization of

contractor documentation.


The number of non-unique passengers who

board METROLift vehicles (van, minivan, taxi

cab backup, METROLift Subsidized Program

(MSP)).

The percentage of pickups / drop-

offs made within a designated

service window (30 minutes)

including appointment times.

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000


FY17 FY18

86.0%

87.0%

88.0%

89.0%

90.0%

91.0%

92.0%

93.0%


METROLift Goal is 90%

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000


Mean Distance Between Mechanical Failures - METROLift

Goal is 20,000

0%

1%

2%

3%

4%


FY17 FY18 Benchmark is < 3%




AGENDA DATE:


SUMMARY:

METRORail Safety Update

Safety Sean Cagan

To brief the Public Safety, Customer Service, and Operations Committee on safety initiatives taken by METRO since lastmonth's briefing and discuss current and future safety initiatives.

Page 32 of 77

Public Safety, Customer Service & OperationsJuly 2018

Page 33 of 77

Initiating Planning Executing Monitoring Closing

Project Management Phases

2

Page 34 of 77

Initiating• Study of Shared Lanes on Capital & Rusk• Study of Shared Lanes at TMC

Planning

• Bluetooth Proximity Alert System• Quad Gates at Wheeler & UH Entrance 6• Sunset Reconstruction

3

Page 35 of 77

Executing

• High Visibility Pavement Markings• Upgrade Pedestrian Signals to Accessible (Audible

Countdown)• LRV Cab Cameras• Traffic Signal LED Back Plates• Upgrade Traffic Signal Arm at Main/Jefferson and

Main/Pease• Rail Alignment Fencing• Railroad Advance Pavement Markings

Monitoring

• All

4

Page 36 of 77

5

Page 37 of 77

6

Page 38 of 77

7

Page 39 of 77

• Operation Lifesaver presentations scheduled at shelters and communitycenters near the Red Line.

• Targeted campaign at schools and rail crossings near schools at start ofschool year

8

Page 40 of 77

Rail On-time Performance Update

July 2018

Operations Scott Grogan

Review present On-time Performance status of the various rail alignments with a focus on efforts being made with the City ofHouston to improve both on-time performance as well as travel time along the legacy line through downtown.

Page 41 of 77

Public Safety, Customer Service and Operations CommitteeJuly 2018

Page 42 of 77

2

75%

80%

85%

90%

95%

100%

Red Line Green Line Purple Line

On Time Performance Comparison

On-TimePerformanceComparison 2016YTD

On-TimePerformanceComparison Post-Frauscher

NOTE: Frauscher devices have not experienced any weather related failures during the heavy rains.

Page 43 of 77

• June Service Change we reduced “Red Line” Run time from 55 min (21 Trains) to 52min (20 Trains)• January Service Change we increased “Red Line” Run time from 52 min (20 Trains) to 55min (21 Trains)

3

75%

80%

85%

90%

95%

100%

Red Line Green Line Purple Line

OTP Comparison: 52-minute vs. 55-minute Red Line

On-Time Performance (52-min)

On-Time Performance (55-min)

Page 44 of 77

• Improve Train to Wayside (TWC) and Traffic Signal Integration in the Downtown Corridor (Commerce to McGowen)

− New Signal Timings COH (Each Intersection)

− TWC Signal Latch vs. Pulse (Traffic System knows the location of the Train)

− Provide Redundancy TWC Loops (Via software multiple check-in & check-out loops)

− Remote check-in check-out TWC loops via Control

− Define Approach and Release Timings for each intersection via TWC system

− Rail Signaling System controls dwell time @ each Platform

4

Page 45 of 77

• Schedule− Commerce to Capitol

Intersection cut-over completed 2/25/18

− Rusk to McGowen

Intersection Cutover Complete - End of May 2018

2 weeks monitoring & adjusting Rail Timings - Mid June 2018

− Systems Integration Testing Entire Corridor (Commerce to McGowen) to be completed late July 2018

− June OTP- 94.4%

5

Page 46 of 77

METROLift Subsidy Program

July 2018

METROLift Auturo Jackson

Page 47 of 77

METROLift customers call into the Reservations department the day before they wish to travel. For the day of service, trips are scheduled onto one of the services below:

As an eligible METROLift customer, you can call Yellow Cab or Fiesta Cab and request an MSP taxi. Customer pays the first $1. METRO pays up to the next $8. Anything above the $9, the customer is responsible for paying.

2

• Operated by First Transit• Responsible for the manpower, maintenance, safety, training, street supervision, facility, insurance, etc.• METRO owns the vehicles & provides the fuel for revenue service.

Van Service

•Operated by First Transit•Responsible for the manpower, safety, training, street supervision, insurance, etc.•METRO owns the vehicles, maintains them & provides the fuel for revenue service.

Van Lite Service

•Operated by Yellow Cab•Responsible for the manpower, maintenance, safety, training, street supervision, facility, insurance, etc.•Yellow Cab owns the vehicles; fuel is factored into the per revenue hour rate & adjusted for significant highs or lows.

Minivan Service

•Operated by Yellow Cab•METRO requests taxi services only as needed; used for peak demand.

Taxicab Backup

• Operated by Yellow Cab• Provides the drivers, vehicles, facility, maintenance, and dispatching.

METROLift Subsidy Program (MSP)

Page 49 of 77

3

Service Mode Avg. Cost/ Passenger

Passengers % of Service

Vans $ 29.53 469,662 24.6%Taxicab Backup $ 24.17 153,437 8.0%Mini Van $ 23.77 984,097 51.5%Van (FSC) $ 17.64 207,235 10.8%MSP $ 6.63 96,862 5.1%

Fiscal Year 2017

Fiscal Year 2018 YTDService Mode Avg. Cost/

PassengerPassengers % of Service

Vans $ 30.46 290,377 25.8%Mini Van $ 24.87 570,617 50.7%Taxicab Backup $ 24.19 98,033 8.7%Van (FSC) $ 19.38 123,204 10.9%MSP $ 6.54 44,332 3.9%

Page 50 of 77

Proposal: • Six (6) month Pilot Program• Raise the subsidy from up to $8 to a flat $10 per trip subsidy

Customer Experience:• No advance reservations required• Flexibility – more options are available to passengers • Adds about 1 mile to the subsidized trip length

Costs and Benefits:• Total cost increase about $150,000 in the first six (6) months• To offset costs, 1% of ridership needs to shift from METROLift Van and Minivan to MSP • Current average cost per METROLift passenger $25.68• Possible overall savings to the METROLift operating budget

4

Page 51 of 77

5

4,000

5,000

6,000

7,000

8,000

9,000

10,000

11,000

12,000

Oct

15

Nov

15

Dec

15

Jan

16Fe

b 16

Mar

16

Apr 1

6M

ay 1

6Ju

n 16

Jul 1

6Au

g 16

Sep

16O

ct 1

6N

ov 1

6D

ec 1

6Ja

n 17

Feb

17M

ar 1

7Ap

r 17

May

17

Jun

17Ju

l 17

Aug

17Se

p 17

Oct

17

Nov

17

Dec

17

Jan

18Fe

b 18

Mar

18

Apr 1

8M

ay 1

8Ju

n 18

Jul 1

8Au

g 18

Sep

18O

ct 1

8N

ov 1

8D

ec 1

8Ja

n 19

Goal

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• July 2018 seeking Board approval

• August 2018 begin Pilot Program at $10

• Market and Promote the Pilot Program

• Assessment of Program and Follow-up with the Board

6

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STAR Vanpool Program Update

July 2018

Marketing and Communications/Operations Andrew Skabowski

Briefing for the Public Safety, Customer Service, and Operations Committee and/or the Administration Committee on STARVanpool Program initiatives and marketing plans to grow ridership following the resumption of program operations withinMETRO.

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Marketing strategy for 2018

Public Safety, Customer Service & Operations CommitteeJuly 2018

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Billboards, Radio, Public Relation,

Online & Social Media

Billboards:$50,000.00

Drive time radio campaign Online & Social Media campaign

Page 2

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Timeline

• August – September

• Campaign launch

• October 2018 – October 2019

• Maintain marketing campaign and adjust as needed

• Create sales material for corporate sales visits

• Rework the METROStarVan.org website to be mobile friendlyPage 3

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Measurements and Goals

• Communications Tracking Survey data – create a baseline for the campaign awareness favorability

• New Vanpool signups by 3%

• Increase inquiries and leads by 10%

Page 4

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Sales Team

• Employer Engagement

• New Business Development

• Market Development

• Promotions

Page 5

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Communications

• Social Media

• Digital Communications

• Public Relations

Page 6

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Customer Services

• Customer Focus

• Selling Approach

• Quality Checks

Page 7

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AGENDA DATE:


SUMMARY:

US-290 HOV/HOT Lane Improvements

7/1/18

Operations Timothy Kelly

METRO and the Texas Department of Transportation (TxDOT) have been meeting and conducting workshops in order todetermine the final configuration of the US-290 HOV/HOT lanes. TxDOT has agreed to provide additional Diamond lanes in theoff-peak direction for deadhead buses and HOV 2+ vehicles during certain hours in addition to the one lane reversible barrierseparated HOV/HOT lane. METRO will work with TxDOT to ensure that hybrid signs are installed for the lanes, allowingmessage customization, as needed, while offering a savings compared to fully dynamic signs. The cost of hybrid signs forUS-290 is $3,853,000.

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Public Safety, Customer Service & Operations Committee July 2018

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• The Texas Department of Transportation (TxDOT) offered an “off-peak direction diamond lane” concept to allow METRO to utilize the inside lane (adjacent to the barrier separated HOV) in the off-peak direction as an HOV lane. This concept provides METRO bidirectional HOV operating during peak hours (AM & PM) allowing buses to deadhead. The bidirectional HOV Lane also encourages additional carpooling.

22

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• Utilize inside general purpose lane as HOV 2+ diamond lanes in non-peak direction during designated times.

33

HOV Peak

Direction Restricted HOV in

Non-Peak

Direction during

designated times

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Hybrid signs allow flexibility to change lane requirements based upon demand.

METRO will assess lane demand over-time to determine if longer hours are warranted.

44

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METRO…• intends to only use the off-peak diamond lanes during weekdays (Monday – Friday, except

holidays)

• authorizes TxDOT to procure and install Hybrid signs for the diamond lanes

• will pay TxDOT $3,853,000 through an Advanced Funding Agreement

• will operate the off-peak diamond lanes for

− AM (traveling outbound) from 6 am to 9 am

− PM (traveling inbound) from 4 pm to 7 pm

• will provide enforcement for the off-peak diamond lanes HOV function

• will have a representative participate in the public meetings for environmental re-evaluation

5

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SUMMER OF FUN UPDATE

GOVERNMENT & PUBLIC AFFAIRS DANICEL WHITAKER

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PUBLIC SAFETY,

CUSTOMER SERVICE &

OPERATIONSJULY 2018

Summer of FunProgramUpdate

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2

Summer of Fun is launched!

✓ Student initiative✓ Educate future riders✓ Build transit ethic

Build Ridership

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Summer of Fun – 2018

✓ Early Collaboration ✓ Weekly sessions✓ Surveys / Communication✓ Pre-summer online orders✓ Press Conference/ Press

Release Go – live! Execution

Planned Announced Executed

February / March April May/June

3 Page 71 of 77

Executed


✓ Partnerships on board✓ Pre sign-up events✓ Press release/conference✓ Public activities✓ City of Houston’s

✓ Hire Houston Youth✓ On the Spot

✓ Websites & announcements✓ Social Media

4

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➢ Boardings:➢ June 2017 actual: 364,140➢ June 2018 actual: 500,588➢ Growth: 37.5%

➢ Evangelical Lutheran Church (ELCA)of America Convention Student Ridership:➢ 83,000 (rail/bus)/Wristbands

➢ Total Ridership Including ELCA Convention was Estimated at 583,588

Summer of Fun June Results

Evangelical Lutheran Church of America Convention 2018

5

Increased outreach and promotion

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6

Authority-wide collaboration

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7

Significant increase in student ridership

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8

Summer of Fun – Support

Increased cross-promotion…Page 76 of 77

Questions

9Page 77 of 77

public safety, customer service & operations

Documents