Performance measures are something that we continually struggle to develop and monitor throughout the state. Last November, the Government Accountability Office (GAO) issued a report related to performance measures, Federal Transit Administration Has Opportunity to Improve Performance Accountability. The GAO conducted this study due to the fact that although the demand for public transportation funding continues to increase around the nation most of the federal funding awardedis not tied to performance measures. Recommendations from the report include having the Federal Transit Administration (FTA) report to Congress on options for adding performance accountability mechanisms to transit programs to increase efficiency and effectiveness and for analyzing and usingtransit data for further evaluation of federal transit program performance.
It is time we ensure all funding in Idaho is used efficiently and effectively. By working with all mobility stakeholders we can begin to develop programs that help benchmark and measure performance. One agency in District 4 has already got the ball rolling.
Recently Mountain Rides Transportation Authority (MRTA) developed a survey that may prove to be a best practice for measuring achievement for all providers. The survey captured the thoughts of 174 customers (10% of daily ridership) and asked 7 questions. Questions ranged from how the service is used to reasons to use the bus and overall grade (GPA). MRTA received a B or above grade from all but 3 of the respondents giving the organization a 3.7 out of 4.0 rating. MRTA’s executive director, Jason Miller, plans to use this initial survey as a benchmarkfor their commitment to 100% Customer Satisfaction. MRTA will continue implementing the survey twice per year. In addition, MRTA will reach out to non-riders and those not using other alternative forms of transportation (carpool, vanpool, biking, etc.) to help determine why they are not using these mobility options for getting from point A to point B.
Statistics such as number passenger trips and cost/trip are important, but only provide part of the important information we need to continue improving Idaho’s mobility options. Surveys from users and potential customers provide personalized information that can help balance the statistics gathered by transportation agencies. I am curious to hear what others in Idaho are doing to benchmark and measure their success. Join the conversation and let us know what you are doing!
-Vanessa Fry, District 4 Mobility Manager
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