City of West Covina Green Line Evaluation. Presented By Presented By Joanne Coletta Jim Jobst Leticia Llamas Kelly McDonald Ana Rosales Enrique Salgado

City of West CovinaCity of West Covina

Green Line EvaluationGreen Line Evaluation

Green Line Evaluation

Presented ByPresented By

Joanne Coletta

Jim Jobst

Leticia Llamas

Kelly McDonald

Ana Rosales

Enrique Salgado

Shannon Williams

Alicia Velazquez

California State Polytechnic University, Pomona

Graduate Students

Dr. Sandra Emerson

Background & Background & ContextContext

Presented by: Joanne ColettaPresented by: Joanne Coletta

Needs to Be Met By the Program

C ity M e m os E lite In te rv iew F o cus G ro up

O b ta in ed fro m :


Project Description

• Target Population

• Program History, Funding & Issues

• Program Implementation & Rationale


Project Description

S o uth s ideR e s id e n ts

S e n io rs D isa b le d P erso ns

T a rge t P o p u la tion


Project Description

• Program History

• Funding

• Issues


Program Implementation & Rationale

1 . I nc re a s ed M o b ility 2 . R e duc e d C o nge s t ion 3 . I nc rea s e d R ide rs h ip

T h re e K e y P o in ts


Presented by: Leticia LlamasPresented by: Leticia Llamas

Study QuestionsStudy QuestionsWhat is the one thing we should know

about the city & Green Line?

What is the one thing you would like to know by the end of the project?

What are important

criteria & what kind of

evidence do you need?

Criteria

Impact of Service on Business

Diversity

Shift in Patron Needs

Quality and Viability

Impact on Quality of Life

Study Designs & Methods

Records Analysis

Ridership Survey

Field Observati

on


Records Analysis

• Data Reports from Contractor

• Budget & Expenditure Reports from City


Ridership Survey• DemographicsDemographics

• Purpose of TravelPurpose of Travel

• Satisfaction with Satisfaction with ServiceService

• Areas for Areas for ImprovementImprovement


Field Observatio

n

• Activity Within The Bus

• Bus Stop Conditions

Records AnalysisRecords Analysis

Presented by:Presented by: Enrique Enrique SalgadoSalgado


Cost ComparisonCost ComparisonEXTRABOLATED

DATA

RED/BLUE 1997-98 1998-99 1999-00 2000-01 2001-02

Ridership (average/m0) 12773.58 11339.33 13075.50 11415.34 9931.34

% Change from prior year n.a. -11% 15% -13% -13%

COSTS ($) $506,957 $487,707 $516,209

Average Cost/Mo $42,246 $40,642 $43,017

Cost/Rider/Mo ($) $3.23 $3.56 $4.33

Cost/Hour/Mo ($) $42.50 $35.69 $32.85

GREEN

Ridership (average/mo) $7,073.07

COSTS ($) $272,409.55

Average Cost/Mo $22,700.00

Cost/Rider/Mo ($) $3.21

Cost/Hour/Mo ($) $42.33


Red/Blue Ridership Red/Blue Ridership TrendTrendriders per mo. red/blue

July 1997-June 2001

50403020100

16000

15000

14000

13000

12000

11000

10000

9000

8000

regression

Observed

Linear

curved estimate


Green Ridership TrendGreen Ridership Trendridership/month

Sequence

121086420

24000

22000

20000

18000

16000

14000

12000

10000

observed

linear est imat e

curved estimat e

Field Observations Field Observations andand

Quality of Service Quality of Service FindingsFindings

Presented by: Alicia Presented by: Alicia VelazquezVelazquez


Research Questions

Bus users

Schedule

Drivers

Bus Condition


Description of Findings Description of Findings (Users)(Users)

Adults, 2

Disabled, 0

Seniors, 1

Youth , 7

On Average: 10 users per bus ride (Adults: 2, Youth: 7, Seniors: 1, Disabled: 0)


Description of Findings (Schedule)17

14

0

2

4

6

8

10

12

14

16

18

On Schedule Off Schedule

31 Trips: 54% = on schedule,

45% = off schedule (2 min)


Description of Findings (Conditions)

1

No Problem

2 3 Limited Problem

4 5 Widespread

Problem

Bus stop Conditions

Bus Conditions

Bus Safety

Bus Noise


Explanation of Findings (Bus Stop Conditions)

Lark Ellen/ Francisquito max rating: 4

Shadow Oaks/ Nogales max rating: 5

Sentous/ Valley max rating: 5


Description of FindingsCourtesy of Drivers

1

Rude/ Sullen

2 3

Civil/ Polite

4 5

Friendly/ Helpful

* 3 – Does Not Necessarily Denote a Problem.

Field ObservationsField Observations

Presented by: Enrique Presented by: Enrique SalgadoSalgado



Rider TrafficRider Traffic

Weekday

Weekend

147% more



Morning Mid Day Afternoon and

Evening

Noise LevelsNoise Levels



Morning Mid Day Afternoon and

Evening

Driver CourtesyDriver Courtesy

Customer SurveyCustomer Survey

Presented by: Kelly Presented by: Kelly McDonaldMcDonald


The SurveyThe Survey

Interviews with Staff

Review of Records

Field Observations

Focus Group

With Commission

Subcommittees

Customer Survey

Development

The Survey The Survey


Two Surveys – User & Non-User

Demographics (Ranges)

Purpose of Trip – Spending (Ranges)

Satisfaction & Alternatives or Why Not Using

Implementation Implementation


Implementation Implementation


Conduct the Survey

The BaitData Analysis

Customer SatisfactionCustomer Satisfaction


Specific Area Satisfied to Very

Safety of the Bus 95.5%

Safety at the Stops 89.5%

Location of the Stops 82.0%

Bus Schedule 80.6%

Courtesy of the Driver 79.0%

Ability to Transfer 68.7%

Suggested Suggested ImprovementsImprovements


31.3 % Bus Schedule

7.8 % Stop Locations

7.8 % Transfers

6.3 % Driver Courtesy

39.1 % No Comment

Where Are Riders Where Are Riders Going? Going?


32.6 % Senior Center

Where Are Riders Where Are Riders Going? Going?


34.2 % Shopping

15.9 %Westfield, Eastland,& Fashion Square

Data SuggestsData Suggests

Budget Project

Boarding - Departure

Estimated Spending

Transfer to Other Lines

Incidental shopping at

South-end outlets


SummarySummary

Budget Project

Achieving Objectives

Some Improvements - High Satisfaction

As Defined - Highly Effective Service


Respondent Respondent Description & Description &

InferencesInferences

Presented by: Shannon Presented by: Shannon WilliamsWilliams


Description of Customer Survey Respondents

•102 Respondents

•Mix of Youth, Adults, & Seniors


Characteristics of Customer Survey

Respondentsage

55 and older36-55under 35

Pe

rce

nt

70

60

50

40

30

20

10

0

Customer Survey Respondents by Age Categories


Customer Survey Respondents by Gender

gender

femalemale

Pe

rce

nt

60

50

40

30

20

10

0


Customer Survey Respondents by Income Groups

income groups

35000 and above

$25000-35000

$15000-24999

less than $15000

no reponse

Pe

rce

nt

40

30

20

10

0


Respondent’s Use of West Covina Transit System

Survey of Customers by W.C. Use

not user

y ellowgreen

red

blue


Customer Survey Inferences

bus safety

less than very satisvery satisfied

Co

un

t50

40

30

20

10

0

age

under 35

36-55

55 and older

Satisfaction regarding bus safety differences by age categories


Satisfaction with bus schedule differences by age categories

schedule


Co

un

t

60

50

40

30

20

10

0

age

under 35

36-55

55 and older


Open-Ended Survey

Bus Schedule Bus Stops

Politeness

•More often

•Coordinate with FHT

•Information on connections

•Transfer

•Travel in both directions

•More stops

•Shelters

•Visible bus signs

•Slowing down at stops & waiting

Suggestions for Improvements


Alternative transportation if no transit by age groups

alternative modes

otherWalkFoothill Transit

Co

un

t

50

40

30

20

10

0

recoded age

under 35

36-55

55 and older


Association of transfer satisfaction with schedule satisfaction

satisfied with sched.


Co

un

t

40

30

20

10

0

transfer to buses

no transfer

foothill transit

other public lines -

red, blue, metro


Conclusion

•Overall Satisfaction is high

•Serves the South-end

•Seniors are critical of bus safety & bus schedule

•Users are concerned with transfers to other systems

Conclusions & Conclusions & RecommendationsRecommendations

Presented by: Ana RosalesPresented by: Ana Rosales

ConclusionsConclusions

Budget ProjectGreen Line Evaluation

• Customers Receptive and Satisfied.

25% of respondents did not know what they would do for transportation.

Others would walk, Foothill Transit, friends, relatives, or taxi.

ProductivityProductivity


Green Line has 10 persons per ride

Favorable Comparison

Problems with Problems with Bus ScheduleBus Schedule


• Persons transferring to other bus lines are more positive.

• Strained communication between driver and seniors.

RecommendationsRecommendations


Bus Stop Visibility

Bus Driver Interaction With Riders

Web Site Accessibility

Increase Ridership

Improved Data Accuracy

“Let West Covina Take You For A Ride.”

Bus Stop VisibilityBus Stop Visibility


• Bus stop schedule should contain all stops being made.

• Bus stops should be identified on all stops with reflective paint.

Driver Interaction with Driver Interaction with RidersRiders


• Train Drivers to interact with riders in effort to increase patronage

Increase RidershipIncrease Ridership


• Increase Ridership by promoting a “Let West Covina take You For a Ride”

Web Site AccessibilityWeb Site Accessibility


• Include southbound, northbound, weekend and weekday bus stop schedule on web site on one page.

• Direct hyperlink of Bus stop schedule via internet should be accessible on West Covina Home page.

Improved Data Improved Data AccuracyAccuracy


• Data gathering mechanism be reviewed and monitored to assure information is reliable.

• Random sampling methods of reports be reviewed during the year to assure accuracy of data.


Thank You for Your Attention

Documents

City of West Covina Green Line Evaluation. Presented By Presented By Joanne Coletta Jim Jobst Leticia Llamas Kelly McDonald Ana Rosales Enrique Salgado