GUEST RIDER PROGRAM OVERVIEW Sponsored by: Washington State Transit Insurance Pool 1/2012

PURPOSE OF GUEST RIDER PROGRAM Improve Safety, Efficiency & Customer Service Receive Independent Feedback from Experienced Supervisors and Operators from Other Transit Systems Provide information to Host Training Programs identifying areas of excellence and needing improvement 1/2012

GUEST RIDER PROGRAM PROVIDES: Standard Framework and Guidelines to Transit Agencies to Perform Guest Rides Experienced and Knowledgeable Guest Riders (Operators & Supervisors) Feedback on Individual Operators and Transit System’s Performance Reimbursement for Travel Expenses for Guest Riders 1/2012

THE GUEST RIDER PARTNERSHIP Transit Agencies Agree to Provide Services to any Transit Agency Participating in the Program Provide Two Staff (one must be a supervisor) for Two Days, Twice a Year WSTIP Assigns Guest Ride Locations to Ensure Even Distribution of Travel Burden Among the Participating Agencies 1/2012

WHO ARE GUEST RIDERS? Seasoned, High-Performing Transit Supervisors and Operators Selected by their Agency to Anonymously Observe the Host Transit System and their Operators Riders Agree to Maintain Confidentiality and Attempt to Remain Anonymous 1/2012

GUEST RIDER TRAINING A Guest Rider Training Program is provided to: Explain the Roles & Responsibilities of Guest Rider Explain How to Work with Host Agency and Host Agency Responsibilities Describe How to Complete the Required Forms and Give Appropriate Feedback 1/2012

GUEST RIDER FEEDBACK Routes Selected by Host –Routes Selected to Maximize Opportunity to Observe the Majority of Operators and Transit System in Two Days Guest Rider Feedback Form for Operator Observation: –Driving Skills –Passenger Relations Guest Rider Feedback Form for Transit System Observation: –Bus Stops, Schedules, Customer Service, Basic Routing, Bus Conditions, and Transfer Center (s) 1/2012

HOST AGENCY’S USE OF FEEDBACK Objective Look at Host Transit’s Services Sole Discretion of Host Transit Agency –Not to Be Used as Formal Evaluation Possible Use: –Positive Feedback to Transit Operators –Identify Individual Operator Development –Identify Gaps in Host Agency’s Training 1/2012

GUEST RIDER PROGRAM COSTS Each Transit Agency Provides Staff as Guest Riders at Their Own Cost Travel Related Expenses Such as Meals, Lodging, Mileage, and Fares are Reimbursed to the Participating Transit Agency by WSTIP at Per Diem Rates 1/2012

GUEST RIDER PROGRAM PARTICIPANT ROLES & RESPONSIBILITES 1/2012

GUEST RIDER PROGRAM PREPARATION Select a Guest Rider Program Coordinator Sign and Return to WSTIP Letter of Agreement –Talk to WSTIP Regarding Appropriate Partners Explain Guest Rider Program to Operators & Other Stakeholders 1/2012

PROGRAM COORDINATOR RESPONSIBILITIES AGENCY PROGRAM COORDINATOR: –Select Your Guest Riders and Train –Contact Host Agencies to Schedule Visits HOST PROGRAM COORDINATOR: –Select Routes –Prepare Guest Rider Logistics –Prepare Other Information PROGRAM COORDINATORS WILL CONTACT EACH OTHER TWO WEEKS PRIOR TO VISIT AND SET-UP TIME FOR PRE-MEETING 1/2012

ROUTE SELECTION Identify Routes Providing Maximum Access to Operators & All Routes in Two Days Specify Time Efficient Routes Think About Route Lengths, One-Way Routes and Minimum Ride Time on Route Arrange Transportation Between Routes 1/2012

GUEST RIDER LOGISTICS Identify Locations for Breaks, Meals, and to Complete Forms Identify Methods to “Catch-Up” if Rider is Behind Identify Landmarks (unique buildings, parks, main intersections) for Use as Reference Points or Location Identifiers Provide Emergency Contact Information & Identify any Safety Issue Identify Procedures if Operator Detects Guest Rider or There is an Emergency Provide Info on Hotels, Restaurants, Transit Locations Identify Typical Fare-Pay Format 1/2012

HOST AGENCY OTHER INFORMATION Provide Strategies on How to Blend in as Local Rider Identify Special Events at Time of Visit (festivals, fairs, school holidays) Identify Variations in Routes (weekends, evenings) Prepare Host Packet 1/2012

PRE-VISIT CONTACT BETWEEN AGENCY COORDINATORS Two Weeks Prior to Visit: –Program Coordinators Establish an On-Site Pre- Meeting Date, Time, and Location (Off-site or Out of View by Host Transit Staff) –Host Coordinator Provides Hotel and Restaurant Information 1/2012

PRE-MEETING (HOST PROGRAM COORDINATOR AND GUEST RIDERS) Host Coordinator and Guest Riders meet to: –Review System Description, Drivers & Routes, Daily Schedules, Sign-up Sheets, and Policy/Procedures (as applicable) –Provide Guest Riders with Host Coordinator Contact Information (phone and cell) for Emergencies –Identify any Areas of Risk or Safety Issues –Confirm Guest Ride Schedule, Transfers, and Fare Information –Develop Strategies for Guest Rider to Blend in as Local Rider –Establish time & location to meet and debrief at end of Guest Ride. 1/2012

UPON COMPLETION OF GUEST RIDES: GUEST RIDERS’ AGENCY PROGRAM COORDINATOR’S ROLE –Review Guest Rider Forms for Completeness & Understanding –Forward Completed Electronic Forms to Host Transit Agency’s Program Coordinator within 10 Business Days of Guest Ride –Complete Reimbursement Forms & Send to WSTIP 1/2012

UPON COMPLETION OF GUEST RIDES: HOST AGENCY PROGRAM COORDINATOR’S ROLE Review Feedback Provided by Guest Riders Utilize Feedback, as Appropriate, for Transit System and Operators Complete and Return to WSTIP the Guest Rider Program Feedback Form 1/2012