STRATEGIC BUSINESS PLAN QUARTERLY KPI REPORT FOR: FISCAL YEAR THROUGH JUNE (JULY THROUGH JUNE )
SEPTA STAT OVERVIEW BALANCED SCORECARD OF KEY PERFORMANCE INDICATORS CONTENTS SAFETY & SECURITY SLIDES Vehicle, Passenger & Station Accidents 3 Lost Time, Non Lost Time 4 5 RESOURCE MANAGEMENT Carbon Footprint & Diesel Fuel Consumption 6 7 Waste Diversion Rate 8 Procurement Turnaround Time 9 Material Availability & Internal Satisfaction 1 12 THE CUSTOMER EXPERIENCE Service Reliability (On Time Performance) 13 Communications, Commendations/Complaints & IT Uptime 14 16 FINANCIAL EFFICIENCY Unlinked Trips Per Capita & Operating Expenses Per Trip 17 18 Marketing Partnerships (Philadelphia Eagles) 19 STATE OF GOOD REPAIR & RELIABILITY Vehicle Reliability (Mean Distance Between Failures) 2 21 Vehicle Replacement 22 Major Project Milestones & Asset Condition 23 EMPLOYEE GROWTH AIM Succession Planning 24 25 Diversity 26 SEPTA STAT KPI THRU JUN 2
SAFETY & SECURITY INCIDENT RATE INCIDENT RATE INCIDENT RATE 5.6 5.4 5.2 4.8 4.4 4.2 3.8 3.6 3.4 3.2 2 1.5 1.5 4 5 5.61 VEHICULAR ACCIDENTS PER 1, MILES 5.16 5.18 5.14 5.5 FY 13 Adjusted Baseline Vehicular Accidents Per 1, Miles FY 17 Adjusted Goal FY '18 Goal SBP 5 yr Adjusted Goal PASSENGER INCIDENTS PER 1, MILES 4.22 FY 13 Adjusted Baseline 3.71 1.57 1.41 3.96 3.8 3.63 STATION INCIDENTS PER 1M PASSENGER TRIPS.45 1.66 1.27 VEHICLE, PASSENGER & STATION INCIDENTS Passenger Incidents Per 1, Miles FY 17 Adjusted Goal FY '18 Goal SBP 5 yr Adjusted Goal FY 13 Adjusted Baseline Station Incidents Per 1M Trips FY 17 Adjusted Goal FY '18 Goal FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY VEHICLE INCIDENTS: 4,439 TOTAL MILEAGE: 86,371,852 VEHICLE INCIDENTS PER 1K MI: 5.14 THRU JUN: FY PASSENGER INCIDENTS: 3,418 TOTAL MILEAGE: 86,371,852 PASSENGER INCIDENTS PER 1K MI: 3.96 THRU JUN: FY STATION INCIDENTS: 58 TOTAL RAIL RIDERSHIP: 128,747,9 STATION INCIDENTS PER 1M PASSENGER TRIPS:.45 SBP 5 yr Adjusted Goal SEPTA STAT KPI THRU JUN 3
SAFETY & SECURITY LOST TIME 7. 6. 5. 4. 3. 2. 1.. EMPLOYEE LOST TIME PER 2, HOURS 5.12 4.38 4.24 3.59 3.94 FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY EMPLOYEE LOST TIME INJURIES: 334 42 EMPLOYEE WORK HOURS: 18,583,452 19,827,8 LOST TIME PER 2K HOURS: 3.59 4.24 LOST TIME RATE BY MONTH 9. 8. 7. 6. 5. 4. 3. 2. 4.72 4.29 2.58 2.7 3.94 3.9 3.77 4.23 3.79 2.91 2.35 2.46 1. Jul 11 Jul 12 Jul 13 Jul 14 Jul 15 Jul 16 Aug 11 Aug 12 Aug 13 Aug 14 Aug 15 Aug 16 Sep 11 Sep 12 Sep 13 Sep 14 Sep 15 Sep 16 Oct 11 Oct 12 Oct 13 Oct 14 Oct 15 Oct 16 Nov 11 Nov 12 Nov 13 Nov 14 Nov 15 Nov 16 Dec 11 Dec 12 Dec 13 Dec 14 Dec 15 Dec 16 Jan 12 Jan 13 Jan 14 Jan 15 Jan 16 Jan 17 Feb 12 Feb 13 Feb 14 Feb 15 Feb 16 Feb 17 Mar 12 Mar 13 Mar 14 Mar 15 Mar 16 Mar 17 Apr 12 Apr 13 Apr 14 Apr 15 Apr 16 Apr 17 May 12 May 13 May 14 May 15 May 16 May 17 Jun 12 Jun 13 Jun 14 Jun 15 Jun 16 Jun 17 Source: SEPTA System Safety, Via Workers Compensation Database 4 LOST TIME RATE LOST TIME RATE 29 21 211 TREND GOAL THRU JUN SEPTA STAT KPI THRU JUN
SAFETY & SECURITY NON LOST TIME 1. 9. 8. 7. 6. 5. 4. EMPLOYEE NON LOST TIME PER 2, HOURS 7.79 8.19 7.67 8.5 7.37 FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY EMPLOYEE NON LOST TIME INJURIES: 79 76 EMPLOYEE WORK HOURS: 18,583,452 19,827,8 NON LOST TIME PER 2K HOURS: 8.5 7.67 NON LOST TIME RATE BY MONTH 18. 16. 14. 12. 1. 8. 6. 4. 1.83 9.2 7.52 7.53 7.26 6.8 7.6 8.2 7.65 6.56 6.78 5.31 2. Jul 11 Jul 12 Jul 13 Jul 14 Jul 15 Jul 16 Aug 11 Aug 12 Aug 13 Aug 14 Aug 15 Aug 16 Sep 11 Sep 12 Sep 13 Sep 14 Sep 15 Sep 16 Oct 11 Oct 12 Oct 13 Oct 14 Oct 15 Oct 16 Nov 11 Nov 12 Nov 13 Nov 14 Nov 15 Nov 16 Dec 11 Dec 12 Dec 13 Dec 14 Dec 15 Dec 16 Jan 12 Jan 13 Jan 14 Jan 15 Jan 16 Jan 17 Feb 12 Feb 13 Feb 14 Feb 15 Feb 16 Feb 17 Mar 12 Mar 13 Mar 14 Mar 15 Mar 16 Mar 17 Apr 12 Apr 13 Apr 14 Apr 15 Apr 16 Apr 17 May 12 May 13 May 14 May 15 May 16 May 17 Jun 12 Jun 13 Jun 14 Jun 15 Jun 16 Jun 17 NON LOST TIME RATE 29 21 211 NON LOST TIME RATE TREND GOAL THRU JUN Source: SEPTA System Safety, Via Workers Compensation Database SEPTA STAT KPI THRU JUN 5
RESOURCE MANAGEMENT LBS CO2 E PER PMT.8.75.7.65.6.55.5.45.4.35.3.642 29 21 CARBON FOOTPRINT 211 THRU JUN TREND GOAL.555.551.583.489 CARBON FOOTPRINT FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY DIESEL (GALLONS): 13,819,198 14,76,28 ELECTRICITY (KWH): 479,873,93 475,323,86 GASOLINE (GALLONS): 2,215,447 2,394,112 NATURAL GAS (CCF): 2,479,12 2,17,924 HEATING OIL (GALLONS): 287,43 257,793 STEAM (MLBS): 25,261 23,459 TOTAL EMISSIONS (LBS CO2 E): 88,948,112 88,993,35 PASSENGER MILES (PMT): 1,387,332, 1,467,382,5 SEPTA EMISSIONS PER PMT:.583.551 [COMPARED TO DRIVE ALONE:.87] Building Heat 5% Non Revenue Vehicles 3% SEPTA GHG INVENTORY (CY) Building Electricity 1% Electric Trains & Trolleys 4% Diesel Buses 42%.9.8.7.6.5.4.3.2.1..35 Regional Rail.29 Subway Elevated Source: SEPTA Strategic Planning & Analysis, GHG Inventory LBS GHG/PMT EACH SEPTA MODE EMITS LESS GHG PER PASSENGER MILE THAN SINGLE OCCUPANCY VEHICLES 1..42.62.87 Trolley Bus Private Auto (SOV) METRIC TONS CO2E SEPTA REDUCES REGIONAL TRANSPORTATION GHG BY MORE THAN 3:1 6, 4, 2, 2, 4, 6, 8, 1,, 1,2, 1,4, 1,6, 28 2.8 29 21 2.97 2.98 211 3.5 3.42 3.32 3.29 3.38 Emissions Produced Emissions Displaced Net Emissions 3.33 SEPTA STAT KPI THRU JUN 6
RESOURCE MANAGEMENT FISCAL YEAR TO DATE FY FY FY FY LOCATION FRONTIER 11 VICTORY DIESEL VS. HYBRID DIESEL OR HYBRID MILES GALLONS MPG DIESEL* 27,314,576 9,535,466 2.86 HYBRID 18,75,72 4,477,88 4.4 TOTAL* 45,39,278 14,13,274 3.24 DIESEL* 25,444,676 8,818,258 2.89 HYBRID 2,12,488 5,25,584 3.81 TOTAL* 45,457,164 14,68,842 3.23 DIESEL* 21,92,297 6,849,874 3.8 HYBRID 24,42,55 6,725,868 3.63 TOTAL* 45,494,352 13,575,742 3.35 DIESEL* 2,97,29 6,632,686 3.15 HYBRID* 24,132,592 6,64,28 3.63 TOTAL* 45,39,81 13,272,714 3.39 BY LOCATION DIESEL OR HYBRID MILES GALLONS MPG DIESEL 3,573,446 817,983 4.37 HYBRID 1,613,26 31,961 5.19 DIESEL 4,373,263 1,262,56 3.46 HYBRID 2,59,984 529,223 4.74 ALLEGHENY HYBRID* 3,315,876 1,195,938 2.77 CALLOWHILL DIESEL 2,642,339 989,8 2.67 HYBRID 2,48,37 551,99 3.71 COMLY DIESEL* 1,111,99 351,71 3.16 HYBRID* 4,315,656 1,89,37 3.96 FRANKFORD DIESEL 2,49,111 874,11 2.76 HYBRID 1,32,649 346,52 3.81 GERMANTOWN DIESEL 382,12 94,532 4.4 MIDVALE DIESEL* 2,656,872 988,967 2.69 HYBRID* 6,862,858 1,966,967 3.49 SOUTHERN DIESEL 3,759,67 1,253,816 3. HYBRID 2,146,272 649,491 3.3 * INCLUDES 6 FOOT ARTICULATED BUSES GALLONS 2,, 18,, 16,, 14,, 12,, 1,, DIESEL FUEL CONSUMPTION FY YEAR TO DATE (THROUGH JUN) HYBRID SAVINGS 41% 32% 18% 15% HYBRID SAVINGS 15% FLEET BY FLEET DIESEL / HYBRID MILES GALLONS MPG 1996 NABI 416.8 DIESEL 335 417.8 2 ELDORADO TRANSMRKRE29 DIESEL 156,219 44,58 3.5 2 NEW FLYER D4LF DIESEL 2,39,124 883,167 2.71 22 NEW FLYER D4LF DIESEL 4,882,76 1,799,635 2.71 22 NEW FLYER DE4LF HYBRID 41,822 12,839 3.26 23 CHAMPION DEFENDER27 DIESEL 8,377 3,215 2.61 23 NEW FLYER DE4LF HYBRID 592,864 181,882 3.26 24 NEW FLYER D4LF DIESEL 8,516,61 2,539,459 3.35 25 NEW FLYER D4LF DIESEL 4,735,422 1,315,476 3.6 28 NEW FLYER DE4LF HYBRID 3,245,122 79,335 4.11 29 NEW FLYER DE4LF HYBRID 3,937,491 1,63,64 3.7 21 NEW FLYER DE4LF HYBRID 4,935,8 1,87,112 4.54 211 NEW FLYER DE4LF HYBRID 3,289,813 839,978 3.92 NOVA NOVA LFS HEV 6 HYBRID 2,84,398 776,419 2.68 NOVA NOVA LFS HEV 6 HYBRID 1,11,92 439,171 2.3 NOVA NOVA LFS HEV 4 HYBRID 2,8,312 695,789 4.2 NOVA NOVA LFS HEV 6 HYBRID 1,38,223 447,669 3.8 NOVA NOVA LFS HEV 6 HYBRID 811,935 35,213 2.66 NEW FLYER D3LF DIESEL 217,416 46,737 4.65 NEW FLYER DE4LF HYBRID 1,612 557 2.89 ANNUAL DIESEL USE (INCLUDING NON REVENUE VEHICLES) 17.1M 16.8M 16.7M 15.9M 15.6M 15.3M 15.M 14.9M 14.9M 14.3M 14.M FY7 FY8 FY9 FY1 FY11 FY12 FY13 FY14 FY15 FY16 FY17 SEPTA STAT KPI THRU JUN 7
RESOURCE MANAGEMENT WASTE DIVERSION RATE WASTE DIVERSION RATE 28% 24% 2% 16% 12% 8% 4% % 8.3% 11.6% 14.5% 15.% 17.% 18.7% 18.1% TREND GOAL FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY MUNICIPAL RECYCLING (TONS): 567 63 MUNICIPAL WASTE (TONS): 2,569 2,746 WASTE DIVERSION RATE: 18.1% 18.7% 211 15 13 11 COST PER TON 14 126 127 127 118 116 12 12 12 12 122 118 122 119 112 114 113 13 17 111 113 114 118 117 17 17 17 19 112 18 11 111 114 11 11 114 118 115 111 115 118 122 12 111 112 113 116 119 12 111 111 115 115 1 9 7 5 3 1 49 31 31 34 33 22 22 22 24 26 15 18 18 19 2 14 16 4 6 7 8 1 13 16 19 19 22 25 29 23 19 2 23 23 25 28 27 3 21 11 1 1 13 11 11 13 15 16 6 6 1 (1) (3) (1) () Source: SEPTA Strategic Planning & Analysis, Waste Report SEPTA STAT KPI THRU JUN 8 RECYCLING % Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May June July August Sep Oct Nov Dec Jan Feb Mar Apr May June July August Sep Oct Nov Dec Jan Feb Mar Apr May June COST PER TON
RESOURCE MANAGEMENT PROCUREMENT TURNAROUND TIME FY (THROUGH JUN) PROCUREMENT TURNAROUND TIME $ 25, PROCUREMENT TURNAROUND TIME $25, 1, PROCUREMENT TURNAROUND TIME $1, & ABOVE 3 8 2.% DAYS 24 18 12 6 18. 17. 19.5 19.4 19.2 DAYS 64 48 32 16 48. 55. 55.6 51.2 52.8 VARIANCE 12.% 4.% 4.% 12.% 2.% 6.7% 1.3% 11.4% 11.5% TREND GOAL TREND GOAL TREND GOAL PROCURE MENT SIZE MONTH Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Feb 15 Mar 15 Apr 15 May 15 Jun 15 Jul 15 Aug 15 Sep 15 Oct 15 Nov 15 Dec 15 Jan 16 Feb 16 Mar 16 Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 $ 25K $25 1K $1K+ GOAL ACTUAL GOAL ACTUAL GOAL ACTUAL 19.1 17.7 18.8 16.6 17.2 2.4 22.9 18.5 22.1 2.6 19.5 21. 23.1 16.9 18.7 19.3 18.4 17.8 19.3 18.7 2.3 19. 23. 19. 19.6 18.3 18.2 16.6 28. 26.4 19.4 16.1 17.2 16.4 18.9 18. 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 49.8 44.1 55.6 67. 56.7 63.6 58.9 67. 47.6 55.7 51.9 5. 55.6 69. 32.6 6. 56.3 43. 61.5 51.3 62.3 43.4 44.2 6.9 6.9 41.5 126 55. 44.8 21.9 36.2 58.7 4.7 58.2 48.2 42. 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 1.3% (VS. GOAL) 11.4% (VS. GOAL) 11.5% (VS. GOAL) +.% (VARIANCE TO GOAL) SEPTA STAT KPI THRU JUN 9
RESOURCE MANAGEMENT MATERIAL AVAILABILITY INDICATOR FY YEAR TO DATE (THROUGH JUN) BUS FLEET VEHICLES 14 12 1 8 6 4 2 12.5 11.3 12.8 9.5 1.8 6.3 TREND GOAL FY FY JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN ALL 1 1 5 4 1 3 3 1 1 1 1 2 1 2 1 CAL 1 2 1 3 2 2 1 1 1 COM 2 3 5 1 1 2 3 1 3 1 1 1 FRA 1 1 1 1 1 1 1 2 FRT 3 1 2 1 1 1 3 2 4 2 1 1 1 3 4 3 MID 1 3 9 6 1 2 3 1 2 3 2 1 2 1 1 4 2 3 1 3 SOU 2 1 1 3 1 1 3 1 1 1 1 1 1 1 VIC 1 1 1 1 2 2 1 1 FRO 1 5 2 1 1 2 2 TOT 8 9 21 22 14 5 5 9 11 7 1 9 3 3 1 3 6 7 1 6 6 8 8 14 AVG 8. 8.5 12.7 15. 14.8 13.2 12. 11.6 11.6 11.1 11. 1.8 3. 3. 2.3 2.5 3.2 3.8 4.7 4.9 5. 5.3 5.5 6.3 Source: SEPTA Procurement & Supply Chain Management SEPTA STAT KPI THRU JUN 1
RESOURCE MANAGEMENT FY YEAR (THROUGH H1) INTERNAL SATISFACTION PROCUREMENT SUMMARY RESULTS TOTAL H1 H2 H1 H2 H1 H2 RESPONDENTS 349 122 92 43 92 73 59 OVERALL SATISFACTION 3.62 3.68 3.6 3.48 3.59 3.9 3.86 SATISFACTION WITH OUTCOME 3.65 3.68 3.64 3.67 3.62 3.84 3.86 % RIGHT VENDOR WAS SELECTED 85.84% 87.5% 88.89% 82.93% 81.4% 88.73% 86.21% SATISFACTION WITH PROCUREMENT STAFF MOST RECENT EXPERIENCE 4.4 4.26 4.3 4.24 4.26 4.14 4.184.14 4.2 4.64. 3.994.2 3.9 3.92 3.92 3.97 3.97 4.2 4.1 3.95 4. 3.923.94 3.853.83 3.86 3.8 3.83 3.813.84 3.88 3.81 3.8 3.71 3.643.68 3.6 3.623.63 3.6 3.4 3.2 3. SERVICE QUALITY RESPONSIVENESS COMMUNICATIONS PROACTIVENESS COURTESY KNOWLEDGE H1 H2 H1 H2 H1 H2 4. 3.8 3.6 3.4 3.2 SATISFACTION WITH PROCUREMENT PROCESS MOST RECENT EXPERIENCE 3.793.76 3.77 3.74 3.74 3.76 3.63.63 3.66 3.67 3.7 3.633.66 3.63 3.63 3.66 3.56 3.52 3.56 3.58 3.52 3.52 3.45 3.46 3.5 3.49 3.49 3.5 3.5 3.44 3.39 3.41 3.34 3.33 3.37 3.36 3.31 3.33.27 3.27 3.29 3.33 3.35 3.24 3.18 3.18 3.15 3.16 3. SEPTA.ORG INFO SEPTA.ORG CLARITY INSIDE SEPTA INFO INSIDE SEPTA CLARITY EASE OF UNDERSTANDING INFO ELECTRONIC PROCUREMENT SYSTEM MAINFRAME & ASI APPLICATIONS E GARAGE INTRANET H1 H2 H1 H2 H1 H2 SEPTA STAT KPI THRU JUN 11
RESOURCE MANAGEMENT INTERNAL SATISFACTION INFORMATION TECHNOLOGY NEW MEASUREMENT SCALE BEGINNING FY Q4 OVERALL SATISFACTION SATISFACTION WITH HELP DESK STAFF Q4 Q3 Q2 Q1 4.72 4.75 4.67 4.61. 1. 2. 3. 4. 5. 5. 4.8 4.6 4.4 4.2 4. 4.61 4.74 4.72 4.74 4.67 4.62 4.66 RESPONSIVENESS COURTESY Q1 Q2 Q3 Q4 4.72 5. 4.8 4.6 4.69 4.69 4.74 SATISFACTION WITH IT TECHNICIAN STAFF 4.76 4.75 4.72 4.74 4.78 4.79 4.68 4.72 4.62 4.63 4.67 4.72 4.66 4.4 4.2 4. QUALITY OF SERVICE PROACTIVENESS COURTESY KNOWLEDGE Q1 Q2 Q3 Q4 SEPTA STAT KPI THRU JUN 12
THE CUSTOMER EXPERIENCE 8.% 78.% 76.% 74.% 72.% 7.% BUS & TROLLEY BUS 77.7% 1.% 98.% 96.% 94.% 92.% 9.% SERVICE RELIABILITY (ON TIME PERFORMANCE) BROAD STREET LINE 98.8% 1.% 98.% 96.% 94.% 92.% 9.% MARKET FRANKFORD LINE 97.4% 13 21 211 21 211 21 211 82.% 8.% 78.% 76.% 74.% 72.% 78.3% 21 211 CITY TROLLEYS 95.% 93.% 91.% 89.% 87.% 85.% MEDIA SHARON HILL LINES 94.4% NORRISTOWN HIGH SPEED LINE 99.5% 1.% 98.% 96.% 94.% 92.% 9.% 21 211 21 211 1.% 9.% 8.% 7.% 6.% 5.% 77.6% 21 211 REGIONAL RAIL 9.% 87.% 84.% 81.% 78.% 75.% FY YEAR TO DATE (THROUGH JUN) CCT CITY 8.% 95.% 93.% 91.% 89.% 87.% 85.% CCT SUBURBAN 88.8% 21 211 21 211 SEPTA STAT KPI THRU JUN
THE CUSTOMER EXPERIENCE COMMUNICATIONS 5, 4, 3, 2, 1, COMMUNICATION ACTIVITY INDEX SEPTA.ORG 1K PAGEVIEWS @SEPTA_SOCIAL COMPOSITE APP DOWNLOADS CONTROL CENTER GOAL FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY SEPTA.ORG TRAFFIC (1K) 117,738 117,649 CONTROL CENTER TWEETS: 59,295 41,862 APP DOWNLOADS: 14,888 118,796 SEPTA_SOCIAL COMPOSITE: 61,868 47,42 TOTAL ACTIVITY INDEX: 343,789 325,79 INDEX SUBCOMPONENT 45, 4, 35, 3, 25, 2, 15, 1, 5, 4,735 3,386 1,522 1,965 1,974 2,63 2,63 3,374 19, 1,254 2,298 1,484 3,47 1,479 19,289 13,767 11,6 1,3781,3121,37 1,89 16,673 12,218 13,228 12,952 12,422 11,915 9,83 3,454 22,6 16,1 INDEX CATEGORIES BY MONTH 11, 7,957,968,248,69 8,737 3,9183,624 4,644 4,63 2,1292,7792,5612,7542,962 2,74 2,9793,993,2892,9643,3113,1863,3343,753,8973,952 3,827 3,7163,67 3,673,5153,326 3,731 2,783,328 4,69 5,37 12,84 2,784 13,2 3,423 12,189 3,35 3,674 4,923 4,516 4,547 4,89 3,442,629 3,19 3,6 1,489 2,741 6,3 2,843,431 11,558 3,321 9,472 1,89 1,693 1,833 8,56 9,499,818,98 9,65 9,728 8,376 9,385 7,87 8,96 8,127 1,514 7,816 5,11 5,8 6,2 6,752 6,171 7,67 7,975 6,285 3,143,953,61 3,5724,753,9674,573,954 4,3625,45 4,951 4,7385,38 5,685 4,682 4,6324,4814,875 12,52 9,5529,4179,32 9,2269,492 1,285 11,842 1,332 9,6839,8289,8489,7389,5989,6439,6759,599,634 1,822 1,47 11,192 12,559 9,36 1,59,96 1,461 1,121 11,894 12,13 9,47 9,1819,36 8,8779,198,7978,6389,263 9,752 1,11 1,381 11,561 9,3789,6668,649,9328,7348,6568,87 Jul 13 Aug 13 Sep 13 Oct 13 Nov 13 Dec 13 Jan 14 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Feb 15 Mar 15 Apr 15 May 15 Jun 15 Jul 15 Aug 15 Sep 15 Oct 15 Nov 15 Dec 15 Jan 16 Feb 16 Mar 16 Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 SEPTA.ORG (1K VIEWS) SEPTA_SOCIAL COMPOSITE APP DOWNLOADS CONTROL CENTER TWEETS GOAL 4,824 3,911 5,57 6,658 7,325 Source: SEPTA Control Center, Information Technology, Customer Service Departments SEPTA STAT KPI THRU JUN 14
THE CUSTOMER EXPERIENCE COMMENDATIONS/ COMPLAINTS.1.8.6.4.2. COMMENDATIONS TO COMPLAINTS.55.596.529.546.62 FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY COMMENDATIONS: 2,94 2,518 COMPLAINTS: 53,216 47,568 RATIO:.546.529 COMMENDATIONS & COMPLAINTS BY MONTH 6,.12 5,.1 4,.8 3,.6 2,.4 1,.2 7/13 8/13 9/13 1/13 11/13 12/13 1/14 2/14 3/14 4/14 5/14 6/14 7/14 8/14 9/14 1/14 11/14 12/14 1/15 2/15 3/15 4/15 5/15 6/15 7/15 8/15 9/15 1/15 11/15 12/15 1/16 2/16 3/16 4/16 5/16 6/16 7/16 8/16 9/16 1/16 11/16 12/16 1/17 2/17 3/17 4/17 5/17 6/17 COMMENDATIONS COMPLAINTS COMMENDATIONS TO COMPLAINTS Source: SEPTA Veritas Reports 15 COMMENDATIONS & COMPLAINTS RATIO 211 TREND GOAL THRU JUN SEPTA STAT KPI THRU JUN
THE CUSTOMER EXPERIENCE IT UPTIME 1.% 99.78% UPTIME OF MISSION CRITICAL IT SYSTEMS 99.99% 1.% 99.99% 99.76% 99.76% 99.99% FY YEAR TO DATE (THROUGH JUN) UPTIME % 99.% 98.% 97.% 98.46% 98.37% THRU JUN: FY FY WEBSITE DOWNTIME: 1HR HRS WEBSITE UPTIME: 99.99% 1% 96.% 95.% API/REALTIME DOWNTIME: 21.8HRS 146.6HRS API/REALTIME UPTIME: 99.76% 98.37% UPTIME % 1% 98% 96% 94% 92% 9% 88% 86% 84% 82% 8% 99.9% 99.2% 99.9%99.9% 99.96% 98.8% WEBSITE API/REAL TIME GOAL 94.9% 91.7% 97.5% UPTIME BY MONTH GOAL: 99.99% 99.97% 99.4% 99.8%99.6% 99.3% 99.5% 99.8%99.8% 99.2% 84.7% 99.8% 99.9% 98.8% 99.6%99.8% 99.7% 99.6% 99.8% 99.8% 98.3% Jul 13 Aug 13 Sep 13 Oct 13 Nov 13 Dec 13 Jan 14 Feb 14 Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Feb 15 Mar 15 Apr 15 May 15 Jun 15 Jul 15 Aug 15 Sep 15 Oct 15 Nov 15 Dec 15 Jan 16 Feb 16 Mar 16 Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 WEBSITE API/REAL TIME GOAL Source: SEPTA Information Technology Department SEPTA STAT KPI THRU JUN 16
FINANCIAL EFFICIENCY UNLINKED TRIPS PER CAPITA 1 8 6 4 2 78.2 UNLINKED PASSENGER TRIPS PER CAPITA 83.3 79.8 87.4 75.3 FY YEAR TO DATE (THROUGH JUN) THRU JUN: FY FY UNLINKED PASSENGER TRIPS: 38,229, 326,85, REGIONAL POPULATION: 4,95,71 4,88,722 TRIPS PER CAPITA: 75.3 79.8 UNLINKED PASSENGER TRIPS BY MONTH 4 35 3 25 31.23 3.122 27.929 25.664 26.82 25.113 23.17 23.319 23.431 24.553 24.333 23.532 2 15 1 5 Jul 11 Jul 13 Jul 15 Aug 12 Aug 14 Aug 16 Sep 11 Sep 13 Sep 15 Oct 12 Oct 14 Oct 16 Nov 11 Nov 13 Nov 15 Dec 12 Dec 14 Dec 16 Jan 12 Jan 14 Jan 16 Feb 13 Feb 15 Feb 17 Mar 12 Mar 14 Mar 16 Apr 13 Apr 15 Apr 17 May 12 May 14 May 16 Jun 13 Jun 15 Jun 17 CTD STD RRD Source: SEPTA Board Report 17 MILLIONS OF TRIPS TRIPS PER SE PA RESIDENT 2 21 22 23 24 25 26 27 28 29 21 211 THRU JUN TREND GOAL SEPTA STAT KPI THRU JUN
FINANCIAL EFFICIENCY OPERATING EXPENSES PER UNLINKED TRIP EXPENSE PER TRIP $5. $4.5 $4. $3.5 $3. $2.5 OPERATING EXPENSES PER UNLINKED PASSENGER TRIP SEPTA VS. BENCHMARKS $3.9 25 26 $5. $4.5 $4. $4.91 $4.46 OPERATING EXPENSES PER UNLINKED PASSENGER TRIP BY MONTH $4.89 $4.95 $4.64 $4.3 $4.2 $4.16 $4.3 $4.32 $4.2 $4.9 $3.5 $3. $2.5 $2. $1.5 $1. $.5 $. Jul 12 Jul 14 Jul 16 Aug 12 Aug 14 Aug 16 Sep 12 Sep 14 Sep 16 Oct 12 Oct 14 Oct 16 Nov 12 Nov 14 Nov 16 Dec 12 Dec 14 Dec 16 Jan 13 Jan 15 Jan 17 Feb 13 Feb 15 Feb 17 Mar 13 Mar 15 Mar 17 Apr 13 Apr 15 27 THRU JUN: FY FY OPERATING EXPENSE: $1,353,73, $1,318,576, UNLINKED PASSENGER TRIPS: 38,299, 326,85, OPERATING EXPENSE PER TRIP: $4.39 $4.4 Apr 17 28 $4.54 $4.39 $4.4 $3.74 May 13 29 May 15 May 17 21 Jun 13 211 Jun 15 Jun 17 FY YEAR TO DATE (THROUGH JUN) SEPTA INDUSTRY PHILA CPI U THRU JUN EXPENSE PER TRIP Source: SEPTA Board Report, National Transit Database SEPTA STAT KPI THRU JUN 18
FINANCIAL EFFICIENCY EAGLES GAMEDAY RIDERSHIP 2, 18, 16, 14, 12, 1, 8, 6, 4, 2, MARKETING PARTNERSHIPS PHILADELPHIA EAGLES HOME GAMES AVERAGE REGULAR SEASON TOTALS 27: 7,9 (+5%) 28: 8,2 29: 7,9 21: 8,6 211: 8,44 : 8,5 : 1,2 : 12,3 ( 3%) : 12,345 : 11,881 SEPTA STAT KPI THRU JUN 19 9/7/14 @ 1PM 9/21/14 @ 1PM 1/5/14 @ 1PM 1/12/14 @ 8:3PM 11/1/14 @ 8:3PM 11/23/14 @ 1PM 12/7/14 @ 4:25PM 12/14/14 @ 8:3PM 9/2/15 @ 4:25PM 1/11/15 @ 1:PM 1/19/15 @ 8:3PM 11/15/15 @ 1:PM 11/22/15 @ 1:PM 12/13/15 @ 1:PM 12/2/15 @ 8:3PM 12/26/15 @ 8:3PM 9/11/16 @ 1:PM 9/25/16 @ 4:25PM 1/23/16 @ 1:PM 11/13/16 @ 1:PM 11/28/16 @ 8:3PM 12/11/16 @ 1:PM 12/22/16 @ 8:25PM 1/1/17 @ 1:PM SEASON SEASON GAMEDAY RIDERS
STATE OF GOOD REPAIR & RELIABILITY 15, 12, 9, 6, 3, BUS & TROLLEY BUS MDBF TRACKED AT DISTRICT LEVEL SEE FOLLOWING PAGE 24, 2, 16, 12, 8, 4, VEHICLE RELIABILITY (MEAN DISTANCE BETWEEN FAILURES) BROAD STREET LINE 165,978 12, 1, 8, 6, 4, 2, MARKET FRANKFORD LINE 18,591 2 21 211 21 211 21 211 2, 15, 1, 5, CITY TROLLEYS 1,6 35, 28, 21, 14, 7, MEDIA SHARON HILL LINES 26,174 6, 48, 36, 24, 12, NORRISTOWN HIGH SPEED LINE 51,872 21 211 21 211 21 211 6, 48, 36, 24, 12, REGIONAL RAIL 23,546 25, 2, 15, 1, 5, FY YEAR TO DATE (THROUGH JUN) CCT CITY 17,364 5, 4, 3, 2, 1, CCT SUBURBAN 41,219 21 211 21 211 21 211 SEPTA STAT KPI THRU JUN
STATE OF GOOD REPAIR & RELIABILITY VEHICLE RELIABILITY (MEAN DISTANCE BETWEEN FAILURES) ALLEGHENY CALLOWHILL COMLY 15, 15, 15, 13,182 12, 12, 12, 9, 6, 3, 6,925 9, 6, 3, 6,723 9, 6, 3, 15, 12, 9, 6, 3, FRANKFORD 14,64 15, 12, 9, 6, 3, MIDVALE 7,339 15, 12, 9, 6, 3, SOUTHERN 7,53 FY YEAR TO DATE (THROUGH JUN) 5, 4, 3, 2, 1, FRONTIER 26,446 3, 24, 18, 12, 6, 11 VICTORY 12,2 SEPTA BUS OPERATING LOCATIONS CITY DISTRICT SUBURBAN DISTRICT SEPTA STAT KPI THRU JUN 21
STATE OF GOOD REPAIR & RELIABILITY BUS & RAIL VEHICLE REPLACEMENT PROGRESS UPDATES FY YEAR TO DATE (THROUGH JUN) JUNE VEHICLE REPLACEMENT PROGRESS WILL BE COMBINED WITH JULY REPLACEMENT PROGRESS AUGUST PROGRESS TO BE REPORTED IN CORE TEAM KPI FOR AUGUST Source: SEPTA Vehicle Engineering SEPTA STAT KPI THRU JUN 22
STATE OF GOOD REPAIR & RELIABILITY MAJOR PROJECT MILESTONES % ACHIEVED 1.% 9.% 8.% 7.% 6.% 5.% 4.% 3.% 2.% 1.%.% ACHIEVEMENT OF PROJECT MILESTONES WITHIN 9 DAYS OF DEADLINE 21 1 21 2 211 1 211 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 TREND GOAL 8.% JUL DEC : MAJOR PROJECT DEADLINES: 5 COMPLETED WITHIN 9 DAYS: 4 % ACHIEVEMENT: 8.% JAN JUN : MAJOR PROJECT DEADLINES: 49 COMPLETED WITHIN 9 DAYS: 4 % ACHIEVEMENT: 81.63% 8 MAJOR PROJECT MILESTONES MADE & MISSED BY SIX MONTH PERIOD NUMBER OF MILESTONES 7 6 5 4 3 2 1 8 38 9 43 8 36 6 31 5 2 3 22 24 23 6 27 4 21 8 6 6 37 37 35 7 43 11 59 1 9 4 4 FY21 1 FY21 2 FY211 1 FY211 2 FY 1 FY 2 FY 1 FY 2 FY 1 FY 2 FY 1 FY 2 FY 1 FY 2 FY 1 FY 2 MAKES MISSES Source: SEPTA EM&C Project Control Department SEPTA STAT KPI THRU JUN 23
EMPLOYEE GROWTH WORKFORCE DEVELOPMENT 211 ADVANCING INTERNAL MANAGEMENT (AIM) FOR: SENIOR LEVEL KEY STRATEGIC POSITIONS UPDATE: Progress: 2 for 2 key strategic positions filled from pool; 7 promotions into other positions Target: 5% Fill Rate by FTA Awards $1K Innovative Workforce Development Grant to SEPTA AIM Planning Initiated 9 Key Positions Identified, 26 Candidates selected Transit Leadership Development Toolkit provided to as a resource for transit agency succession planning Begin pool development Mentoring Program Development Goals Monthly Programming Monthly Program Continued Development Goals Achieved 22 participants graduate Program Review AIM Program replaced with an Executive Development Certificate Procurement of new courses for executive/ senior management level Start program in March/April Source: SEPTA Training & Development Department SEPTA STAT KPI THRU JUN 24
EMPLOYEE GROWTH WORKFORCE DEVELOPMENT 211 AIM ASSISTANT DIRECTOR FOR: FIRST LEVEL MANAGERS TO BE DEVELOPED INTO ASSISTANT DIRECTORS End of Year Progress Report: 27 Participants Graduated 12/1/16 11 promotions and 3 in pools Feasibility Study and Field Research conducted Executive Level notice to proceed Program and Selection process developed Pool of 28 selected and developmen t begins Development Continues Graduation for 27 completed on 12/1/ AIM AD graduates to continue participation in implementation of team projects Phase II Pool initiated, posting, selection and launch of Phase II AIM AD to be complete by Spring Similar program with reduced scope for Incumbent ADs in the works FUTURE PROGRAMS UNDER CONSIDERATION AIM FIRST LEVEL MANAGER FOR: HOURLY TO BE DEVELOPED INTO FIRST LEVEL MANAGERS Phase II AIM AD Pool graduation in May Recruitment and Selection of Phase III AIM AD Pool late Projected Graduation AIM AD III Pool late Re evaluation of priority positions in EM&C and Operations Line Management for succession planning Source: SEPTA Training & Development Department SEPTA STAT KPI THRU JUN 25
EMPLOYEE GROWTH DIVERSITY CONTINUED INCREMENTAL IMPROVEMENT FROM ONGOING FOCUS ON WOMEN AND MINORITY HIRING EFFORTS JOB CATEGORY GOAL AREA REFERENCE BASELINE TREND (AS OF:) 7/1/8 7/1/13 7/1/14 7/1/15 1/1/15 1/1/16 4/1/16 7/1/16 1/1/16 1/1/17 4/1/17 7/1/17 PROGRESS 7/13 7/15 TARGET 7/1/19 GAP MANAGEMENT (CURRENT TOTAL: 1,155) MINORITY WOMEN 36.2% (39) 14.5% (156) 39.3% (431) 16.4% (18) 39.8% (435) 16.9% (185) 42.% (473) 17.2% (194) 42.7% (481) 17.4% (196) 43.9% (472) 18.5% (199) 43.8% (481) 18.6% (24) 44.4% (499) 19.% (214) 44.9% (511) 19.2% (219) 45.8% (52) 2.% (227) 45.7% (527) 19.9% (229) 46.1% (533) 19.8% (229) +6.9% (+12) +3.4% (+49) 43.% 19.% PROFESSIONAL (CURRENT TOTAL: 434) MINORITY WOMEN 32.6% (119) 3.1% (11) 36.1% (143) 34.8% (138) 38.1% (155) 35.9% (146) 36.5% (155) 36.% (153) 37.7% (162) 35.6% (153) 38.8% (166) 35.7% (153) 38.9% (172) 34.8% (154) 38.1% (167) 35.2% (154) 38.3% (169) 33.8% (149) 38.3% (17) 34.% (151) 38.9% (172) 34.2% (151) 39.2% (17) 34.1% (148) +3.1% (+27).7% (+1) 4.% (.8%) 41.% (6.9%) Source: SEPTA EEO/AA Department SEPTA STAT KPI THRU JUN 26