Orange County NC Website
Orange County Public TransportationScorecard <br />Guiding <br />Management <br />Principal <br />Metric Name Performance <br />Goal <br />Goal <br />Points OwnerDefinition <br />Safety <br />Seon Video review 90% 4 Malcum/Peter Review 5% of marked footage <br />plus internal/external customer <br />complaints <br />New Driver Safety <br />training 90% 5 Malcum/Peter Random sampling of training <br />records to verify training <br />required training was conducted <br />at required intervals <br />Ride Checks 90% 5 Malcum Complete two operator ride <br />checks per month <br />Negative D&A <br />results 100% 5 Peter Evaluating drug & alcohol policy <br />compliance <br />Total <br />Financial <br />Stability <br />Grants 90% 5 Peter 5311, 5307, CMAQ, SMAP <br />Reports and quarterly tracking <br />on time. <br />OCBRIP 90% 3 Peter Bi-monthly and quarterly review <br />new routes including ridership. <br />Continually solicit input from <br />civic groups and staff on route <br />effectiveness. <br />Passenger <br />revenue 80% 5 Dispatcher Monthly invoices on time <br />Go Pass 90% 4 Dispatcher/Malcum Record and evaluate startup <br />initiative and financial impact <br />Budget 90% 5 Peter Quarterly tracking within budget <br />Total <br />Customer <br />Experience <br />Surveys 90% 5 Peter/Malcum Completion of quarterly surveys <br />On-time <br />performance Fixed <br />route <br />90% 5 Dispatcher Percent trips operating within 5 <br />minutes scheduled time. <br />On-time <br />performance <br />Demand <br />Response <br />90% 5 Dispatcher Percent of trips operating within <br />15 of scheduled pickup time. <br />Vehicle <br />maintenance PMs 85% 5 Malcum PMS performed on-time <br />Complaint/problem <br />resolution 90% 5 Malcum/Peter Response/resolution within two <br />working days. <br />Total <br />Growth Plan <br />Buses & <br />Equipment 80% 5 Peter Minimum four urban bus <br />purchase of six – bi-monthly <br />reporting of acquisition process <br />Hiring 80% 5 Peter/Malcum Interval hiring for new route <br />coverage <br />Employee Training 90% 5 Malcum New driver & quarterly <br />requirements completed <br />Marketing 90% 5 Peter /Community <br />relations <br />Advertising new services two or <br />more weeks in advance <br />New route <br />implementation 90% 5 Peter/ All staff Monthly updates of new route <br />plans with all staff. <br />Total <br />Technology <br />Updates <br />Identify required <br />technology options 90% 3 Peter/Malcum Mobile data terminals, computer <br />support, and electronic <br />fareboxes (1st qtr) <br />Coordinate local IT <br />support & cost <br />determinations <br />90% 3 Peter/ IT support Report obtained pricing an <br />compatibility (2nd qtr) <br />Technology <br />implementation 90% 3 Peter/Malcum Quarterly reporting and status <br />updates. <br />Total <br />TOTALSCORE 100 <br />$WWDFKPHQW <br />17