Quarterly Service Performance Review 4 Quarter, FY20 - Free Download PDF

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Quarterly ServicePerformance Review4th Quarter, FY20April – June, 2020Engineering & Operations CommitteeAugust 27, 2020

SUMMARY CHART 4th QUARTER FY 2020CURRENT QUARTERPRIOR QTR ACTUALSLASTTHIS QTRACTUALSTANDARDSTATUSQUARTERLAST YEAR32,071404,963NOT MET314,816413,362PERFORMANCE INDICATORSAverage Ridership - WeekdayCustom ers on Tim ePeakDailyTrains on Tim ePeakDailyPeak Period Transbay Car ThroughputAM PeakPM PeakCar Availability at 4 AM (0400)Mean Tim e Betw een Service DelaysElevators in ServiceStationGarageEscalators in ServiceStreetPlatformAutom atic Fare CollectionGatesVendorsWayside Train Control SystemCom puter Control SystemTraction Pow erTrackTransportationEnvironm ent Outside StationsEnvironm ent Inside StationsStation VandalismTrain Interior CleanlinessTrain Tem peratureCustom er ServiceHom elessnessFare EvasionCustom er Com plaintsCom plaints per 100,000 Passenger TripsPoliceBART Police PresenceQuality of Life per m illion ridersCrim es Against Persons per m illion ridersAuto Burglaries per 1,000 parking spacesAuto Thefts per 1,000 parking spacesPolice Response Tim e per Em ergency Incident (Minutes)Bike Thefts (Quarterly Total and YTD Quarterly Average)LEGEND:Goal m etACTUAL288,271STANDARD404,825STATUSNOT %92.05%92.20%93.14%94.00%94.00%NOT METNOT .72%86.75%88.71%N/A91.0%N/ANOT %96.42%6174,84497.50%97.50%5914,650NOT METNOT N/AN/AN/AN/AN/AMETMETNOT METNOT 0%70.0%82.0%75.0%N/AN/AMETMETNOT METNOT METMETMETMETNOT METNOT METNOT METNOT METNOT METNOT METN/AN/A40.535.07NOT MET12.2613.1419.455.07NOT 00.250NOT /ANOT /AN/ASafetyStation Incidents/Million PatronsVehicle Incidents/Million PatronsLost Tim e Injuries/Illnesses/Per OSHAOSHA-Recordable Injuries/Illnesses/Per OSHAUnscheduled Door Openings/Million Car MilesRule Violations Sum m ary/Million Car MilesYEAR TO 100.00Goal not m et but w ithin 5%Goal not m et by m ore than 5%NOT METN/ANOT METMETMETMETMET

FY20 Four Quarter Overview Average Weekday Ridership decreased due to the pandemic; Total ridership92.0% lower; Average peak ridership 93.5% lower; weekends 90.5% lower Train on time performance increased to 91.94%, and was above goal for eachmonth ROW Equipment Reliability: Rail Cars, Traction Power, and Track met goal.Computer Systems and Wayside Train Control did not meet goal Station Equipment Availability: All elements met goal. Elevators (Station),Elevators (Garage), Escalators (Platform), Escalators (Street) Ticket Machines andFare Gates. Passenger Environment: Field survey data was not collected this quarter due tothe pandemic. No score is presented for Environment Inside Stations, Customer Service, TrainTemperature, Police Presence, Homeless, Vandalism, Grounds, Train Cleanliness, and Fare Evasion. Total rate of Customer Complaints increased to 40.5 per 100,000 trips; influencedby the reduction in ridership and numerous schedule changes this quarterEngineering & Operations Committee3

eBART Service ReporteBART SERVICE REPORT FOR 4TH QUARTER FY20PERFORMANCE INDICATORSCURRENT QUARTERACTUALSTANDARDPRIOR QTR ACTUALSSTATUSLASTTHIS QTRQUARTER LAST YEARFY20 YEAR TO DATEACTUALSTANDARDSTATUSRidershipAverage Ridership - Weekday1,327Average Ridership - Weekend4246,530 NOT %MET95.84%93.61%94.57%95.00%NOT MET99.27%98.50%MET98.50%98.55%98.44%98.50%NOT on Elevator %METStation Escalator %MET2.087.00MET1.519.873.347.00METPassenger Incidents0.000.00MET0.000.000.000.00METWorkplace Injuries0.000.00MET1.000.002.000.00 NOT METn/a6,530 NOT METn/aService DeliveryOn-Time PerformanceTransfers to BARTOn-Time ConnectionsEquipmentTrain Mean Distance Between Failures (miles)Customer FeedbackComplaints/Hundred Thousand PatronsSafetyLEGEND:Engineering & Operations CommitteeGoal MetGoal Unmet by 5%Goal Unmet by 5%4

Customer Ridership - Weekday Trips-450000Average Weekday Trips400000350000 015000010000050000I0IIApril May June July Aug Sept Oct Nov Dec Jan Feb Mar April May Junec::::::::J Results-GoalDriven by continued Covid19 orders, this quarter compared to same quarter last year Total ridership decreased by 92.0% Average weekday ridership down by 92.2% SFO Extension weekday ridership down by 94.1% Average peak ridership down by 93.5% Saturday and Sunday both down by 90.5%Engineering & Operations Committee5

Customer ComplaintsComplaints per 100,000 050AprilMay June JulyAugSeptOctc:::::::::J Results Nov-DecJanFebMarAprilMay JuneGoalComplaints/100K riders: increased 64.2% from the third quarter and 75.5% from same quarter last year, 4thquarter. Quarter over quarter data not meaningfulAreas with the greatest number of complaints: Police Services, Service, Train Cleanliness, Personnel,Quality of LifeEngineering & Operations Committee6

On-Time Service - y :J Results Nov-DecGoalJanFebMarAprilMayJune% of TrainsTRAIN CONTROL48.2%POLICE ON11.2%MISC OTHER8.1%PERSON ON TRACKWAY7.8%COMP. CTRL (ICS/SORS/NET)6.4%CONGESTION6.2%CIVIL PROTEST5.9%1.44% improvement over last quarter and 3.55% improvement over last year the same quarterReduced ridership has led to significant decrease in train delays attributable to rider related issue (BPD and Medicalcalls). Increased headways allow for recovery when there are delays.Engineering & Operations Committee7

On-Time Service - 0%AprilMayJuneJulyAugSeptOctc:::::::::J alDescriptionTimeCauseTrains1 04/07/20 H.Yd. I-lk SLd False Occupancy(Manual Operation Req.)0500-1848Equip562 05/03/200832-2016Equip33Bay FairStation Closed(Looters at Bayfair Mall)1718-2200People324 05/17/20FruitvaleWeather (Cyclone Blow Fence Down onto Right of Way)0750-2036 Environment295 04/04/20Laf. I-LockZero Speed e248 04/03/20 E.C.D. Norte Train Struck A Person On Trackway1238-1434People219 04/07/20Civic CenterATO(FOTF Post Breakin)(Unable To Move ATO)0607-0819Vehicle2010 05/19/20N.C. I-LockFalse Occupancy (Power Amp Board Replaced)1522-1948Equip163 05/31/206 05/22/207 05/31/20Pleasant Hill MUXPleasant Hill False Occupancy (Bad Eprom on DBO Board)(Cranks Installed/Inspection)12th StreetCivil Protest (Station Closed)8

Car Equipment – ReliabilityMeantime Between Service DelaysMeantime Between Service Delays (Hours)8,500Goal:4,650 HoursActual:5,556 004,0003,5003,0002,500AprilMay June JulyAugSeptOctc:::::::::J ResultsNov-DecJanFebMarAprilMay JuneGoal 1.44% improvement over last quarter and 8.14% improvement over last year the same quarter Overall Mean Time Between System Delays – 5556 hours (Legacy Fleet MTBSD 6865, FOTF MTBSD 3090)Engineering & Operations Committee9

Car Equipment – 4:00AM er of Cars625600575550525500475450425400AprilMay June JulyAugSeptOctc:::::::::J Results Nov-DecJanFebMarAprilMay JuneGoalGoal changed this quarter: lower with service reductions due to COVID; higher due to opening of Berryessa serviceAs a cost saving measure RS&S has parked labor intensive cars above current requirement into 2 fleets:o Contingency Fleet – Serviceable cars that may be needed to fill in for increased service requirements or shouldfleet defects arise with FOTF trains.o Inactive Fleet – Cars with poor reliability and heavy maintenance burden will be first retired.Engineering & Operations Committee10

Wayside Train Control SystemDelayed Trains per 100 Train TripsDelayed Trains per 100 Train 00.500.00April May June July Aug Sept Oct Nov Dec Jan Feb Mar April May Junec::::::::J Results-GoalUp by 0.4 from previous quarter. Down by 0.43 from same quarter in the previous year.April 7 – False Occupancy at Hayward –Replaced bad Time Recovery and Data Back card. (MUX synchronizationcard)May 3 – Mux failure at Pleasant Hill – Replaced bad Central Processing Unit and Double Break Output boards.April 4 – Zero Speed Codes Lafayette – Replaced bad Speed Code Generation card. (Generates correct speedcodes)Capital projects progressing (Aspect Signal Lights Complete, NSMUX, Tx Loops / Receiver Coils Replacement, MUXCable Replacement Project)Engineering & Operations Committee11

Traction PowerDelayed Trains per 100 Train TripsDelayed Trains per 100 Train 400.300.200.100.00AprilMay JuneJulyAugSeptOctc:::::::::J Results Nov-DecJanFebMarAprilMay JuneGoalCompleted New 34.5kv Cable install downtown Oakland restoring normal configuration with redundancy.RR Funded Project are progressing (3rd Rail Replacement, Rectifier Rehab and Multi Protective Relay in SubstationsUpgrade).Engineering & Operations Committee12

TrackDelayed Trains per 100 Train TripsDelayed Trains per 100 Train 400.300.200.100.00AprilMay June JulyAugSeptOctc:::::::::J Results Nov-DecJanFebMarAprilMay JuneGoal4th Quarter replaced 3.18 Miles of Mainline Rail. FY20 Rail Total stands at 13.16 Miles.4th Quarter replaced 8820 Direct Fixation Pads. FY20 Total DF Pad count is 23,746 Pads.Engineering & Operations Committee13

Computer Control SystemDelayed Trains per 100 Train TripsDelayed Trains per 100 Train 00.00April May June JulyAug Sept Octc::::::::J Results Nov-DecJanFebMar April May JuneGoalJune 23, 2020 – Net.com power supply failed during Daly City Train Control room Power reset. Replaced powersupply to resolve issue.Engineering & Operations Committee14

TransportationDelayed Trains per 100 Train TripsDelayed Trains per 100 Train rilMayJuneJulyAugSeptOctc:::::::::J Results Nov-DecJanFebMarAprilMayJuneGoalDecrease in operational errors resulting in train delays – 63% reduction from last quarterNo late dispatches this quarterModified schedule allows for more efficient recovery time of delayed trains at merge/diverge points and transferstationsEngineering & Operations Committee15

Elevator Availability - Stations100%III --""---I y June JulyAugSeptOctc::::::::J Active Nov-DecJanFebMarAprilMay JuneGoalMajor Outages: 24 St. Station planned motor replacement, out of service 278 hours Powell St Station planned motor replacement, out of service 256 hours MacArthur Station hydraulic valve replacement, out of service 188 hoursEngineering & Operations Committee16

Elevator Availability - Garage100%II-/II y June JulyAugSeptOctc::::::::J Results NovDecJanFebMarAprilMay JuneGoalParking structure elevators, where ADA parking is on first floor of structure, disabled on May 14 to reducemaintenance costs.Engineering & Operations Committee17

Escalator Availability - Street100%95%90%r----/--/--- -" . V- May June JulyAugSeptc::::::::J Results -OctGoalNov-DecJanFebMarAprilMay JuneWeighted AvailabilityMajor Outage: 12th Street station planned step chain replacement, 237 hours out of serviceEngineering & Operations Committee18

Escalator Availability - Platform100%95% ---. -----,.- ,. 0%75%70%AprilMay June JulyAugSeptc::::::::J Results -OctGoalNov-DecJanFebMarAprilMay JuneWeighted AvailabilityMajor Outages: Richmond Station bull gear rebuild, out of service 1,163 hours Hayward Station handrails replacement, out of service 513 hours Union City Station handrails replacement, out of service 470Engineering & Operations Committee19

AFC Gate Availability100%99%------I'---- 7%96%95%AprilMay June JulyAugSeptOctc::::::::J Results NovDecJanFebMarAprilMay JuneGoalRichmond Pneumatic Swing Gate performing great despite repeated vandalism attempts.Engineering & Operations Committee20

AFC Vendor Availability100% -\ I"-.Goal:95.00%Actual:96.56%Met:Yes95%90%AprilMay June JulyAugSeptc::::::::J OctResultsNovDec-JanFebMarAprilMay JuneGoalClipper ONLY stations conversions ahead of schedule. Expect to complete by January 1, 2021.Engineering & Operations Committee21

Environment – Outside mposite Rating Based onAppearance of: Landscaping Walkways, &Entry Plaza: N/A(Weighted 67%) Parking Lot Cleanliness: N/A(Weighted 33%)60%50%40%30%FY19 Q4FY20 Q1c:::::::::J Results FY20 Q2-FY20 Q3FY20 Q4 indicates a statistically significantincrease from prior quarterGoalField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee22

Environment – Inside site Rating Based onAppearance of : Platform: N/A (Weighted 40%) Concourse: N/A (Weighted 25%) Escalator: N/A (Weighted 10%) Stairwells: N/A (Weighted 7.5%) Elevator: N/A (Weighted 10%) Restroom: N/A(Weighted 7.5%)70%60%50%40%30%FY19 Q4FY20 Q1c:::::::::J Results FY20 Q2-FY20 Q3FY20 Q4 indicates a statistically significantincrease from prior quarterGoalField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee23

Station 0%50%40%30%FY19 Q4FY20 Q1c:::::::::J Results FY20 Q2-FY20 Q3FY20 Q4GoalField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee24

Train Interior mposite Rating Based on TrainInterior: Cleanliness: N/A(Weighted 60%) Kept Free of Graffiti: N/A(Weighted 40%)70%60%50%40%30%FY20 Q1FY20 Q2c:::::::::J Results FY20 Q3-GoalFY20 Q3FY20 Q4 indicates a statistically significantincrease from prior quarterField survey data was not collected this quarter due to COVID 19.Nightly disinfection of Revenue Vehicles taking place at all home yards and terminal zones.90-day thorough cleaning falling behind due to COVID related activities.Engineering & Operations Committee25

Train %60%50%40%30%FY20 Q1FY20 Q2c:::::::::J Results FY20 Q3-FY20 Q3FY20 Q4GoalField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee26

Customer Service100%Goal:75.00%90%Actual:N/A80%Met:Average Rating of: Customer Service Station Agent (ifused today): N/A70%60% Onboard Next Stop, Destinationand Transfer Announcements: N/A Onboard Delay Announcements (ifdelayed today): N/A50%40%30%FY19 Q4FY20 Q1c:::::::::J Results I N/AFY20 Q2-FY20 Q3FY20 Q4 indicates a statistically significantincrease from prior quarterGoalField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee27

Homelessness - Passenger Survey“How well is BART addressing 20%10%0%FY19 Q4FY20 Q1FY20 Q2FY20 Q3FY20 Q4C Results Field survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee28

Transient Counts in San FranciscoStationsDowntown San Francisco Station CountsApril 2019 - January Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20Field survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee29

Transient Counts on Trains350Transient Counts on Trains300250200150100500FY19 Q1FY19 Q2FY19 Q3 WeekdayFY19Q4 WeekendFY20 Q1 FY20 Q2FY20Q3FY20Q4Total (Avg)Field survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee30

Fare Evasion Passenger Survey“Did you see anyone not pay their fare at the station you %0%FY19 Q4FY20 Q1FY20 Q2FY20 Q3FY20 Q4a Results Field survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee31

Patron Safety – StationStation Incidents per 1 Million PassengersIncidents per 1 Million Passengers6Goal:2.005Actual:4.13Met:No43210FY19 Q4FY20 Q1c::::::::J Results FY20 Q2-FY20 Q3FY20 Q4GoalTotal station incidents (10) divided by the much smaller ridership yields this high number: 6 individuals fell down, 3were struck by train or elevator doors and 1 was struck by closing fare gate.Engineering & Operations Committee32

Patron Safety – VehicleIncidents per 1 Million PassengersVehicle Incidents per 1 Million .250.00FY19 Q4FY20 Q1c::::::::J Results FY20 Q2-FY20 Q3FY20 Q4GoalOne incident this quarter.Engineering & Operations Committee33

Employee Safety – Lost TimeLost Time Injries/Illness per OSHA RateLost Time Injuries per OSHA Rate16Goal:6.5014Actual:3.96Met:Yes121086420FY19 Q4FY20 Q1c::::::::J ResultsEngineering & Operations CommitteeFY20 Q2-FY20 Q3FY20 Q4Goal34

Employee Safety – Injury CountOSHA-Recordable Injuries/Illnesses perOSHA Incidence RateOSHA Recordable Injuries per OSHA Incidence Rate24Goal:12.0020Actual:7.19Met:Yes1612840FY19 Q4FY20 Q1c::::::::J ResultsEngineering & Operations CommitteeFY20 Q2-FY20 Q3FY20 Q4Goal35

Operating Safety – Door OpeningsUnscheduled Door Openings per Million Car MilesUncsheduled Door Openings per Million 00.100.00FY19 Q4FY20 Q1c::::::::J ResultsEngineering & Operations CommitteeFY20 Q2-FY20 Q3FY20 Q4Goal36

Operating Safety – Rule ViolationsRule Violations per Million Car MilesRule Violations per Million Car 100.00FY19 Q4FY20 Q1c::::::::J ResultsEngineering & Operations CommitteeFY20 Q2-FY20 Q3FY20 Q4Goal37

BART Police Presence“Did you see BART Police on the Train/Inside e Score of Police Seen For:All Time Periods On Train N/A Outside the Station N/A In the Station N/A10.00%andAfter 7PM and Weekends On Train N/A Outside the Station N/A In the Station N/A0.00%FY19 Q4FY20 Q1c::::::::J Results FY20 Q2-FY20 Q3GoalFY20 Q4 indicates a statistically significant increasefrom prior quarterField survey data was not collected this quarter due to COVID 19.Engineering & Operations Committee38

Crimes Against PersonsCrimes per Million Trips40.00Crimes per Million Trips30.00Goal:2.00Actual:31.85Met:NoViolations Include:20.0010.00 Homicide Rape Robbery Aggravated Assault0.0

Quality of Life per million riders 446.29 N/A N/A 73.62 77.02 163.74 N/A N/A ... Bike Thefts (Quarterly Total and YTD Quarterly Average) 7 100.00 MET 42 76 57 100.00 MET LEGEND: Goal met Goal not met but within 5% Goal not met by more than 5% ... ROW Equipment Reliability: Rail Cars, Traction Power, and Track met goal.