Professional Documents
Culture Documents
“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual
evaluations completed each quarter.
− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail
Routes Rail Mezzanines,
Routes, Mezzanines Rail Platforms,
Platforms Bus Stops,
Stops Sales Clerks and Call Stations.
Stations
− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.
Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that
hold the data for all the evaluations completed.
completed Upon completion of the evaluations
evaluations, the data are proofed and
then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole
percentage.
1
EVALUATIONS
The table below shows the number of individual evaluations completed among the seven Metro service
systems for Q2 of FY’09:
# of Evaluations
Rail Route 22
Rail Mezzanine 124
Rail Platform 107
Bus Route 349
Bus Stop 387
S l Clerk
Sales Cl k 4
Call Stations 2
Total 995
2
EXECUTIVE SUMMARY
RAIL ROUTE: On-board Metrorail train
• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%)
composites, while not performing as well on the Physical Condition (86%) composite.
y, the followingg Rail Route individual measurements scored less than 90% this qquarter:
• Notably,
− Correct/Understandable announcements (86%)
− Dirty exterior (82%)
− Overall cleanliness (60%)
− Stains/Spills
p ((33%))
• Overall, the Rail Route system received a grade of 94% this quarter.
3
EXECUTIVE SUMMARY
RAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the
rail car doors.
• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition
(93%) composites; however, it did not perform well on the Safety (71%) composite.
• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
− Overall cleanliness (76%)
− Visible police officers (19%)
• Overall, the Rail Platform system received a grade of 87% this quarter.
SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia
• Sales Clerks performed poorly on the Customer Service (63%).
• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:
− Sales clerk provided correct answer (75%)
− Sales clerk provided good customer service (50%)
• Overall, Sales Clerks received a grade of 63% this quarter.
CALL STATIONS:
STATIONS Rider
Rid IInformation
f ti and
dCCustomer
t Service
S i
• Call Stations performed very well on the Customer Service (100%) composite.
• Notably, none of the Call Stations individual measures evaluated scored less than 100%. 5
• Overall, Call Stations received a grade of 100% this quarter.
METRO SYSTEM REPORT CARD
Physical Customer
Operations Condition Safety Service Grade
Call Stations N/A N/A N/A 100% 100%
Rail Route 97% 86% 100% N/A 94%
Bus Route 85% 94% 92% 85% 89%
Rail Mezzanine 98% 85% 96% 73% 87%
R il Platform
Rail Pl tf 98% 93% 71% N/A 87%
Bus Stop 87% 91% 55% N/A 77%
Sales Clerk N/A N/A N/A 63% 63%
6
RAIL ROUTE
QUARTER 2, FY '09 RESULTS
RAIL ROUTE: MEASURES
8
RAIL ROUTE: REPORT CARD
Grade
Rail Operations 97%
Physical Condition 86%
Safety 100%
Rail Route Overall
O 94%
9
RAIL ROUTE: OVERALL
100%
94%
80%
60%
40%
20%
10
RAIL ROUTE: COMPOSITE SCORES
100% 100%
97%
80% 86%
60%
40%
11
RAIL ROUTE: RAIL OPERATIONS
100% 100% 100%
80%
60%
40%
20%
Header Sign
System Map
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q5, Q11
12
RAIL ROUTE: RAIL OPERATIONS
100% 100%
86%
80%
60%
40%
20%
Doors
Announcements
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22/Q23
13
RAIL ROUTE: PHYSICAL CONDITION
100% 100%
80% 82%
60%
40%
20%
Dirty Exterior
Dented Exterior
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q9
14
RAIL ROUTE: PHYSICAL CONDITION
100% 99% 100%
80%
60%
40%
20%
Exterior Graffiti
Torn/Cracked Seats
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q10, Q13
15
RAIL ROUTE: PHYSICAL CONDITION
100% 100%
80%
60%
40%
33%
20%
Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q17
16
RAIL ROUTE: PHYSICAL CONDITION
100% 100%
91%
80%
60%
40%
20%
Excrement/Biohazard
Interior Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q18, Q19
17
RAIL ROUTE: PHYSICAL CONDITION
100%
93%
80%
60%
40%
20%
Crowdedness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24
18
RAIL ROUTE: PHYSICAL CONDITION
100%
80%
60% 60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12
19
RAIL ROUTE: SAFETY
100% 100%
80%
60%
40%
20%
Interior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q20
20
RAIL MEZZANINE
QUARTER 2, FY '09 RESULTS
RAIL MEZZANINE: MEASURES
Mezzanine
Physical Condition Safety Customer Service
Operations
• System map displayed • Odor in elevator • Functional interior lights • System information present at
booth
• Functional digital sign • Overflowing trash cans • Functional exterior lights
• Station manager present
• Functional telephones • Odor in mezzanine • Visible police officers
• Station manager in uniform
• Functional fare machines • Stains/Spills
g
• Station manager’s name badge
g
• Functional SmarTrip vending • Excrement/Biohazard
properly displayed
machines
• Broken/Cracked windows
• Station manager provided
• Graffiti/Etchings correct answer
• Overall cleanliness • Station manager provided good
customer service
• Station manager able to
communicate in Spanish
22
RAIL MEZZANINE: REPORT CARD
Grade
Mezzanine
M i Operations
O i 98%
Physical Condition 96%
Safety 73%
Customer Service 85%
%
Rail Mezzanine Overall 87%
23
RAIL MEZZANINE: OVERALL
100%
87%
80%
60%
40%
20%
Mezzanine Grade
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Number of Evaluations: n/a n/a n/a n/a 124
24
RAIL MEZZANINE: COMPOSITE SCORES
100%
98%
96%
85%
80%
73%
60%
40%
Mezzanine Operations
20% Physical Condition
Safety
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
25
RAIL MEZZANINE: MEZZANINE OPERATIONS
100% 99% 100%
80%
60%
40%
20%
System Map
Digital Sign
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q11, Q12
26
RAIL MEZZANINE: MEZZANINE OPERATIONS
100%
97% 96%
80%
60%
40%
20%
Telephones
Fare Machines
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q15
27
RAIL MEZZANINE: MEZZANINE OPERATIONS
100%
97%
80%
60%
40%
20%
Q16
28
RAIL MEZZANINE: PHYSICAL CONDITION
100% 100%
89%
80%
60%
40%
20%
Elevator Odor
Trash Cans
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q7, Q13
29
RAIL MEZZANINE: PHYSICAL CONDITION
100%
98%
94%
80%
60%
40%
20%
Mezzanine Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q26, Q29
30
RAIL MEZZANINE: PHYSICAL CONDITION
100% 100% 100%
80%
60%
40%
20%
Excrement/Biohazard
Broken/Cracked Windows
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q30, Q31
31
RAIL MEZZANINE: PHYSICAL CONDITION
100% 100%
80%
60%
40%
20%
Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q32
32
RAIL MEZZANINE: PHYSICAL CONDITION
100%
83%
80%
60%
40%
20%
Overall cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q25
33
RAIL MEZZANINE: SAFETY
100%
97% 97%
80%
60%
40%
20%
Interior Lights
Exterior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q9, Q10
34
RAIL MEZZANINE: SAFETY
100%
80%
60%
40%
25%
20%
Police Officers
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24
35
RAIL MEZZANINE: CUSTOMER SERVICE
100%
97%
91%
80%
60%
40%
20%
Info at Booth
Manager Present
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q17, Q18
36
RAIL MEZZANINE: CUSTOMER SERVICE
100% 100%
83%
80%
60%
40%
20%
Manager in Uniform
Manager Name Badge
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
37
RAIL MEZZANINE: CUSTOMER SERVICE
100%
97%
92%
80%
60%
40%
20%
Correct Answer
Manager Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22
38
RAIL MEZZANINE: CUSTOMER SERVICE
100%
80%
60%
40%
33%
20%
Spanish Communication
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q23
39
RAIL PLATFORM
QUARTER 2, FY '09 RESULTS
RAIL PLATFORM: MEASURES
41
RAIL PLATFORM: REPORT CARD
Grade
Platform Operations 98%
Physical Condition 93%
Safety 71%
R il Platform
Rail Pl f Overall
O ll 87%
42
RAIL PLATFORM: OVERALL
100%
87%
80%
60%
40%
20%
43
RAIL PLATFORM: COMPOSITE SCORES
100%
98%
93%
80%
71%
60%
40%
44
RAIL PLATFORM: PLATFORM OPERATIONS
100% 100% 100%
80%
60%
40%
20%
Exit Fare Machines
System Map
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q10, Q11
45
RAIL PLATFORM: PLATFORM OPERATIONS
100% 100%
90%
80%
60%
40%
20%
Digital Sign
Telephones
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12, Q14
46
RAIL PLATFORM: PHYSICAL CONDITION
100% 100%
89%
80%
60%
40%
20%
Elevator Odor
Trash Cans
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6, Q13
47
RAIL PLATFORM: PHYSICAL CONDITION
100% 100%
94%
80%
60%
40%
20%
Platform Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q17, Q20
48
RAIL PLATFORM: PHYSICAL CONDITION
100% 100%
92%
80%
60%
40%
20%
Excrement/Biohazard
Shelter Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q23
49
RAIL PLATFORM: PHYSICAL CONDITION
100%
80%
76%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q16
50
RAIL PLATFORM: SAFETY
100%
97%
96%
80%
60%
40%
20%
Interior Lights
Exterior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q9
51
RAIL PLATFORM: SAFETY
100%
80%
60%
40%
20% 19%
Police Officers
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q15
52
BUS ROUTE
QUARTER 2, FY '09 RESULTS
BUS ROUTE: MEASURES
• Functional doors • Dirty exterior • Driver talking with passengers • Driver customer service
while driving
• Functional/Accurate header sign • Dented/Scratch exterior • Driver in uniform
• Functional interior lights
• Functional farebox • Exterior graffiti • Visible driver name badge
• Functional windshield wipers
• Available bus schedule • Open exterior panels • Driver’s ability to communicate
q
• Frequency y driver ppulled vehicle p
in Spanish
• Functional requested stop • Broken/Cracked windows
out before passengers seated
signal • Wheelchair lift deployment
• Torn/Cracked seats
when requested
• Functional wheelchair lift
• Odor
• Audible PA system
• Stains/Spills
• Stops announced
• Excrement/Biohazard
E t/Bi h d
• Interior graffiti/etchings
• Crowdedness
• Overall cleanliness
54
BUS ROUTE: REPORT CARD
Grade
Bus O
B Operations
ti 85%
Physical Condition 94%
Safety 92%
Customer Service 85%
Bus Route Overall 89%
55
BUS ROUTE: OVERALL
100%
89%
80%
60%
40%
20%
56
BUS ROUTE: COMPOSITE SCORES
100%
94%
92%
85% 85%
80%
60%
40%
Bus Operations
20%
Physical Condition
Safety
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
57
BUS ROUTE: BUS OPERATIONS
100% 99%
95%
80%
60%
40%
20%
Doors
Header Sign
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q2, Q10
58
BUS ROUTE: BUS OPERATIONS
100%
98%
80%
60%
56%
40%
20%
Farebox
Available Schedule
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q16, Q17
59
BUS ROUTE: BUS OPERATIONS
100% 100%
92%
80%
60%
40%
20%
Requested Stop Signal
Wheelchair Lift
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q34, Q35
60
BUS ROUTE: BUS OPERATIONS
100%
80% 82%
60% 60%
40%
20%
Audible PA
Stops Announced
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q38, Q39
61
BUS ROUTE: PHYSICAL CONDITION
100% 99%
96%
80%
60%
40%
20%
Dirty Exterior
Dented Exterior
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12, Q13
62
BUS ROUTE: PHYSICAL CONDITION
100% 100% 100%
80%
60%
40%
20%
Exterior Graffiti
Open Panels
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q15
63
BUS ROUTE: PHYSICAL CONDITION
100% 100%
95%
80%
60%
40%
20%
Broken/Cracked Windows
Torn/Crack Seats
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24, Q25
64
BUS ROUTE: PHYSICAL CONDITION
100%
94% 94%
80%
60%
40%
20%
Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q26, Q29
65
BUS ROUTE: PHYSICAL CONDITION
100% 100%
87%
80%
60%
40%
20%
Excrement/Biohazard
Interior Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q30, Q40
66
BUS ROUTE: PHYSICAL CONDITION
100%
92%
80%
60%
40%
20%
Crowdedness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q42
67
BUS ROUTE: PHYSICAL CONDITION
100%
80%
73%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q23
68
BUS ROUTE: SAFETY
100% 100%
91%
80%
60%
40%
20%
Driver Talking
Interior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q32, Q33
69
BUS ROUTE: SAFETY
100%
96%
82%
80%
60%
40%
20%
Windshield Wipers
Pullout Before Seated
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q37, Q42B
70
BUS ROUTE: CUSTOMER SERVICE
100% 100%
89%
80%
60%
40%
20%
Driver Customer Service
Driver in Uniform
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
71
BUS ROUTE: CUSTOMER SERVICE
100%
96%
80%
60%
50%
40%
20%
Driver Name Badge
Spanish Communication
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22
72
BUS ROUTE: CUSTOMER SERVICE
100%
92%
80%
60%
40%
20%
Q41
73
BUS STOP
QUARTER 2, FY '09 RESULTS
BUS STOP: MEASURES
75
BUS STOP: REPORT CARD
Grade
Stop Operations 87%
Physical Condition 91%
Safety 55%
B St
Bus Stop O
Overall
ll 77%
76
BUS STOP: OVERALL
100%
80% 77%
60%
40%
20%
77
BUS STOP: COMPOSITE SCORES
100%
91%
87%
80%
60% 55%
40%
78
BUS STOP: STOP OPERATIONS
100%
84%
80%
77%
60%
40%
20%
Displayed Schedule
Bus Stop Signs
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6, Q7
79
BUS STOP: STOP OPERATIONS
100% 99%
80%
60%
40%
20%
Telephones
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q9
80
BUS STOP: PHYSICAL CONDITION
100% 99%
80%
65%
60%
40%
20%
Trash Cans
Shelter Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q12
81
BUS STOP: PHYSICAL CONDITION
100% 99%
98%
80%
60%
40%
20%
Shelter Walls
Shelter Benches
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q13, Q14
82
BUS STOP: PHYSICAL CONDITION
100% 99%
98%
80%
60%
40%
20%
Shelter Roof
Shelter Odor
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q15, Q16
83
BUS STOP: PHYSICAL CONDITION
100% 100%
85%
80%
60%
40%
20%
Stains/Spills
Excrement/Biohazard
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
84
BUS STOP: PHYSICAL CONDITION
100%
80%
76%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4
85
BUS STOP: SAFETY
100%
97%
80%
60%
Interior Lights
Police Officers
40%
20%
12%
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q5, Q10
86
SALES CLERK
QUARTER 2, FY '09 RESULTS
SALES CLERK: MEASURES
Customer Service
88
SALES CLERK: REPORT CARD
Grade
Customer Service 63%
Sales Clerk Overall 63%
89
SALES CLERK: OVERALL
100%
80%
63%
60%
40%
20%
90
SALES CLERK: COMPOSITE SCORES
100%
80%
63%
60%
40%
20%
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
91
SALES CLERK: CUSTOMER SERVICE
100%
80% 75%
60%
50%
40%
20%
Correct Answer
Sales Clerk Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4, Q5
92
SALES CLERK: CUSTOMER SERVICE
100%
80%
60%
N/A
40%
20%
Spanish Communication
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6
93
CALL STATIONS
QUARTER 2, FY '09 RESULTS
CALL STATIONS: MEASURES
Customer Service
95
CALL STATIONS: REPORT CARD
Grade
Customer Service 100%
Call Stations Overall 100%
96
CALL STATIONS: OVERALL
100% 100%
80%
60%
40%
20%
97
CALL STATIONS: COMPOSITE SCORES
100% 100%
80%
60%
40%
20%
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
98
CALL STATIONS: CUSTOMER SERVICE
80%
60%
40%
20%
Correct Answer
Representative Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4, Q5
99
CALL STATIONS: CUSTOMER SERVICE
100%
80%
60%
N/A
40%
20%
Spanish Communication
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6
100