Performance Measures for Mobility Management & CoordinationTransportation Disadvantaged Best Practices & Training Workshop 2013Daytona Beach, FL

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Agenda

• Background Information• Framework for Success• Steps for Performance Measurement• Discussion of Goals, Objectives, &

Outcomes• Performance Measures• Example Measures

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Definitions & Terminology

Background Information

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What is Regional Transportation Coordination?

• SAFETEA-LU required locally developed, coordinated public transportation and human services plans for many federal-aid transportation programs.

• FTA’s guidance states that regional transportation coordination plan updates occur every four years for non-compliant areas and every five years for compliant areas.

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Coordination & MAP-21

• Coordination with human services will remain a requirement for FTA grantees across the range of all non-rail FTA programs.

• Coordination with human services continues to be a requirement of statewide and metropolitan transportation planning.

• Coordination of service delivery continues to be a requirement in all three core FTA grant programs as authorized by MAP-21: Section 5307, 5310 and 5311.

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Federal & State Requirements for Coordination Plans

• An assessment of transportation needs for individuals with disabilities, seniors, and people with low incomes;

• An assessment of available transportation services that identifies current providers;

• Strategies to address the identified gaps between current services and needs, as well as opportunities to improve efficiencies in service delivery; and

• Priorities for implementing strategies.

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What is Mobility Management?

• Innovative approach for managing and delivering coordinated transportation

• Embraces the full family of transportation services

• Emphasizes the movement of customers through a wide range of transportation options and service providers

• Works to achieve a more cost-effective and efficient transportation system

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MAP-21 & Mobility Management

• Under MAP-21, mobility management is considered a capital expense, eligible for 80 percent federal funding.

• The definition of mobility management is unchanged from current transportation law, SAFETEA-LU provisions.

• Mobility management continues to be an eligible capital expense in every FTA grant program other than Section 5309.

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What does Mobility Management look like in practice?• Marketing campaigns

for public & alternative transportation options

• Personalized travel assistance & training

• Employer support• Carsharing and

vanpools• Safe Routes to School • Land use

considerations

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No Two Programs Alike…

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Mobility Management: State of the Practice

• Many different mobility management programs nationally

• No two programs are alike• Shared goals: efficiency, cost effectiveness• How do programs demonstrate “success”

in order to continue funding?• Need for Goals, Objectives, and

Performance Measures!

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Steps for Developing Measures

Framework for Success

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Framework for success

Vision & Mission

Goals

Objectives

Desired Outcomes

Performance Measures

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STEP 1:Looking Ahead

Image credit: Arc of Indiana

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STEP 1: Looking Ahead

•What is the vision of your program/effort? •What is the mission of your

program/effort? •What are your priorities?•What kinds of services do you offer?•Who are your customers?•What are your available funds?•What are your constraints?

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Vision, Mission and Goals

• Provides a framework for guiding the planning of mobility management and coordination

• Each step in the process (work plan, or day-to-day activities) should reflectback to the vision, mission and goals of the effort

• Provides directionfor developing appropriate performancemeasures

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VISION STATEMENTS

• Articulates the future of the organization within the community

• Provides a link between the present and the future.

Benefits of Developing the Vision:• Gives direction & focus• Direct correlation to the local community &

stakeholders• Employee recruitment, retention, motivation

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MISSION STATEMENTS

• Defines the fundamental purpose of an organization.

• Describes what the organization does to achieve the Vision.

Benefits of Developing the Mission:• Clarify the organization’s purpose• Aids in “selling” the organization’s product or

services• Justifies the organization’s reason for existing

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STEP 2:Visioning

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STEP: 2 VISIONING

When I think of my program/effort, I think of…______________________.

I want others to see us as ______________________.

Where do you want to be 5 years from now?

Image Credit: Simpsons

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Strengths, Challenges, Opportunities, Threats

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SCOT - Internal and External Analysis

• Strengths: internal characteristics that give an advantage to achieve performance goals

• Challenges: internal characteristics that place you at a risk for not achieving performance goals

• Opportunities: external opportunities to improve transit performance

• Threats: external elements that could cause trouble

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SCOT Highlights

Strengths

Challenges

Opportunities

Threats

SCOT

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How do we use a SCOT Analysis?

Identify the issues or problems you intend to change

Set or reaffirm goals Create an action plan

Remember: Be open to the possibilities that exist within a weakness or threat. Likewise, recognize that an opportunity can become a threat if everyone else sees the opportunity and plans to take advantage of it as well, thereby increasing your competition.

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Tying it TogetherVision

Mission

GoalsObjectives

Outcomes

SCOT Analysis

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STEP 3:SCOT Analysis

Image Credit: Developturkey.com

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Goals and Objectives

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Purpose of Goals• Describe what coordination/mobility

management will accomplish • Describes the overall value your effort

contributes to transportation• Provides overall context for what the effort

is trying to accomplish• Variations are a product of program

typology and agency resources (limited or otherwise)

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What are Objectives?

• Concrete statements• Describe what the program is seeking to

achieve• Written in a way to evaluate whether or not

the objective was achieved

Specific

Measurable

Attainable

Realistic

Time-oriented

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How to think about developing objectives…

• Here is an example of the use of a formula for drafting objectives:

Complete Driver Training per recommendation by Aug ‘13

by supervisor

Action

Verb

Activity

Purpose

Due Date

This objective could help fulfill the goal of hiring and retaining a best-in-class staff.

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Goals & Objectives

1. Focus on the Individual1. Provide customer-driven transportation

services2. Develop & offer services to

meet individuals’ needs3. Focus on the quality of

customer service

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STEP 4:Developing Goals & Objectives

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Tying it TogetherVision

Mission

GoalsObjectives

Outcomes

SCOT Analysis

PerformanceMeasures

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Performance Measures

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Measuring Performance: Motivation

• Evaluate• Budget• Control• Motivate• Promote• Celebrate• Learn• Improve SUCCESS!

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Functions of Performance Measures

•Define what is important to the program•Provide baseline information on current conditions and performance• Evaluate the success of the program• Provide a metric for communications (communication of success) • Serve as criteria for investment decisions (i.e., save on parking, reduction in new lanes)

Qualitative vs. Quantitative

Quantitative = Hard measures (fact-based)

Qualitative = Soft measures (indirect, intangible)

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Types of Performance Measures

InputUsed to identify human and capital resources needed to generate outputs and outcomes.

ProcessUsed to distinguish the intermediate steps in the production process of the product or service.

OutputUsed to measure the actual product or service completed by the agency/organization.

OutcomeAssess the expected, preferred, or actual result(s) by which the outputs of the activities of the agency/organization meet the desired results.

ImpactEvaluate the direct or indirect effects as a result of attaining the goals of the program.

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Example of Outcomes and Measures

OutcomeWhat change are you measuring?

Increased use of transit by seniors in rural areas.

Measure

What specific piece of data shows the change made by your program?

Number of seniors completing travel training (to understand how to use transit)

Number of transit rides by individuals who completed travel training

Increase in senior and other demographic groups riding transit services

Example of Outcomes and Measures

OutcomeWhat change are you measuring?

Increased use of transit by seniors in rural areas.

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Examples of Performance Measures

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Examples of Performance Measures

• Traditional Public Transportation• Rural Public Transportation• Mobility Management• Regional Transportation Coordination• Urban vs. Rural• Rural Livability

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Traditional Measures for Public Transportation• Operating cost per passenger trip and mile.• Operating cost per vehicle hour and mile.• Passenger revenue per total operating cost or fare recovery

ratio.• Passenger trips per vehicle hour and miles.• Accidents per 100,000 miles.• No-shows per scheduled trips.• On-time pick-ups to total pick-ups (on-time performance).• Complaints per 1,000 passenger trips.• Average trip length.• Average vehicle travel time.• System speed.• Response time.• Trip denials per trip requested.

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Example Rural Transit Agency Measures

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Examples of Performance Measures:Performance Measures for Mobility Management

GOAL FOCUS ON THE INDIVIDUAL

OBJECTIVE Provide Customer-Driven Transportation Services

DESIRED OUTCOMES

• More service options in the regional service area. • Fewer passenger trip refusals.• Greater dependability of service and decrease in

wait time.• Greater access to jobs. • Greater opportunities for social and recreational

trips.• Increase in transit ridership.

QUALITATIVE PERFORMANCE MEASURE

Expanded transit service area to include destinations where individuals need to go (retail, health services).

QUANTITATIVE PERFORMANCE MEASURE

Expanded span of service (provide transit service earlier or later).

WHO MEASURES?

Transportation providers, lead agencies for regional transit coordination

GOAL FOCUS ON THE INDIVIDUAL

OBJECTIVE Provide Customer-Driven Transportation Services

DESIRED OUTCOMES

• More service options in the regional service area. • Fewer passenger trip refusals.• Greater dependability of service and decrease in

wait time.• Greater access to jobs. • Greater opportunities for social and recreational

trips.• Increase in transit ridership.

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Type of Measure

Characteristics Example Measures Goals 

Input Used to identify human/capital resources to generate outputs and outcomes

#of essential staff. # of volunteer driver needed. # of vehicles for fixed/flexible

route services. 

FI

Process Measure products/service provided by agencies/organizations 

# of training workshops held for frontline employees and community members

# of outreach community events for MM.

Types of media used to promote MM.

FI EA

Outputs Actual product or service provided; total number of trips over a given time period.

Percent of population served. Use of single source call centers.

 

FI  

Outcome

Assessment of actual versus preferred results of the agencies activities. 

# of passengers served and decrease in the number of trip denials.

Awareness of service gaps and those decreased over time.

Reduction in VMT at local/regional levels. 

FI AL

Impact Compare the direct and indirect of having MM versus not having MM 

Increased accessibility and livability

Less traffic and congestion Reduction in dead heard miles. Increased transit oriented

development.

FIALFS

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Regional Transportation Coordination Example Goals & Measures

• Goal 1: Preserve and expand transportation services for the public and human service agencies, especially those services that meet the critical needs of the transportation disadvantaged.

• Goal 2: Maintain and improve the quality and safety of transportation services for the public.

• Goal 3: Secure formal state and local agency agreements and identify and address funding, regulatory, programmatic, attitudinal, and geographic barriers to implement coordinated transportation in the Capital Area.

• Goal 4: Increase the efficiency of transportation services for the public and human service clients.

• Goal 5: Increase public awareness of mobility options and improve access to transportation services for the public.

• Goal 6: Further state and regional efforts to improve quality of life and reduce air pollution.

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Performance Measurement Typologies• In rural areas, performance measurement of mobility

management/coordination programs differs slightly from that in urban settings.

• In urban areas, the major concerns in performance measurement include managing ridership demand and high costs per passenger trip,

• In rural areas, the focus is mainly on funding and in maintaining an aging fleet in roadworthy condition to meet service demands.

Performance Measures in rural areas may include:• Vehicle miles and hours.• Passenger trips.• Total operating expenses.• Accidents/safety incidents.• On-time trips (performance).• No-shows.• Complaint rate.

Local Operating Investment per Operating Expense

Ridership* per Index of Transit Need Population

Rural Transit Accessibility Level

% Workers that Did Not Drive Alone to Work

Household Income afterTransportation + Housing Expenses

Ridership* per Developed Land Area* Annual Unlinked Passenger Trips

Performance MeasureLivability Principle

Direction to

Improve

Rural Transit Livability Performance Measures

Coordinate and Leverage

Federal Policies and Investment

Enhance Economic

Competitiveness

Value Communities

and Neighborhoods

Support Existing

Communities

Provide More Transportatio

n Choices

Promote Equitable Affordable Housing

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Other Considerations

In collecting and processing information for performance measurement, the following factors need to be taken into consideration:• Appropriateness of the measure• Complete, consistent, and useful data• Accuracy and timeliness of data• Understanding of data limitations• Reliability of measurement data

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STEP 5:“Design your own” Performance Measures

Photo Credit: Investment Performance Guy

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Think About…

• What –what are you trying to measure?• How –how will it be measured?• Who –who will be responsible for

providing, collecting, and updating the data?

• Where –where will the measure be used? (program appropriateness)

• When –how often do you measure?

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Next Steps

• Working on National Center for Mobility Management

• Establishing a resources clearinghouse for information

• Future research on national best practices in regional transportation coordination

• Future webinars to supportcoordinators & mobility managers

Image credit: North Dakota Community Action Partnership

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This Presentation & Supplemental Materials are Based on:

• TxDOT Research RMC 0-6633: Performance Measures for Public Transit Mobility Management

• Rural Transit Livability Performance Measures Suitable for Use at a National Level

• Research findings funded by TxDOT’s Cooperative Research Program and the Federal Transit Authority

Full research reports may be accessed at the following link, under projects & publications: http://tti.tamu.edu/group/transit-mobility/

“When performance is measured, performance

improves.When performance is

measured and reported, the rate of performance

accelerates.”(Thomas Monson, http://www.goodreads.com/quotes/221276)

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Meredith Highsmith, AICPAssistant Research Scientist

Transit Mobility ProgramTexas A&M Transportation Institute

M-highsmith@tamu.edu+1.512.407.1110