Office of Research and Analysis OVERVIEW MAX Program May 16, 2017

RESEARCH AND ANALYSIS Mission Statement Vision Statement Research & Analysis, through teamwork, commitment and integrity, collects, analyses and monitors key performance measures by using effective methods to report accurate, timely information with pertinent recommendations to all stakeholders Vision Statement Research & Analysis is the primary in-house transit data provider, effectively and efficiently fulfilling internal and external customer requests in an environment of excellence and continuous quality improvement

Performance Objectives Federal Reporting Service Evaluations and Departmental Support System Sustainability Internal Consulting

Inner-Office Integration

Stakeholders GM’s Office MARTA’s Board of Directors Department of Operations Customer & Station Services Grant Programs Transit Oriented Development Marketing Diversity & Inclusion MARTA Police Department of Technology Department of Finance Transit Systems Planning Department of Engineering Charity Club Training External Affairs Legal Transformation Initiative Team Customer Service Internal/External Consulting

Accomplishments Passenger Environmental Study (PES) program  Quality of Service Survey (QOS)  Focus Groups Average Trip Length & Passenger Trip Distance  Ridership Analysis Route Productivity Route Ranking National Transit Database Reporting Budget Development System Sustainability Passenger Environmental Study (PES) program -This project is used to audit stations, buses, and rail cars.  The information assists stakeholders with monitoring cleanliness, appearance, customer information, equipment functionality and the overall station operation.  Quality of Service Survey (QOS) including Mobility and Half-Fare – The survey provides a tracking instrument to examine changes in customer perception.  It also assists in designing initiatives and setting priorities for future service improvement programs.  Focus Groups - Conducted several focus groups, for internal and external customers such as ARC. Service Monitoring Average Trip Length & Passenger Trip Distance - Performed monthly calculation and analysis of “Average Trip Length” & “Passenger Trip Distance” for FTA annual submission for Federal funding.  Ridership Analysis - Performed ridership analysis at Route, Trip and Stop level by Mark-up period for Title VI Assessment reporting to FTA and service level Pass/Fail analysis. Route Productivity, Ranking - Performed Route Productivity, Ranking and Indexing analysis for the period of December 2014 thru December 2015 and January 2016 thru June 2016 per Planning Core and Customer Experience Performance Measures. The analysis by Mark up period will be conducted thru FY’17 and findings will be evaluated for current process improvement.  Transit Analysis National Transit Database Reporting - Reported monthly statistics on Service Supplied and Service Consumed through National Transit Database web forms. Successfully completed annual external audit of processes and completed web form entry of all required annual ridership and miles / hours data, ahead of schedule, as well as addressed all resulting “issues” for FY 2015 annual reporting. Budget Development - Prepared FY 2016 Detailed Projections of modal passenger revenue, ridership, and service levels for Budget, Planning, and Strategic Performance tracking of monthly KPIs. Performed quarterly updates of Patronage Forecasting Model databases and created model run for Financial Management to use in preparing FY 2017 Budget. Performed Title VI Fare Equity Analysis for proposed FY 2017 Fare increase.System Sustainability - Continually monitored data received from the Breeze system and the AVL/APC system to ensure individual system health. Identified various issues with Breeze data reporting throughout year to be resolved by Technology.

Provide real-time data VISIONS AND TARGETS 2017 Strategy Targets Engage internal customers to confirm goals and objectives to supply customer demand Customer Upgrades Institute dashboards Provide real-time data Process Targets Complete technology upgrades for more efficient, timely results

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