Outsourcing Transit Management Services at WKU Jennifer I. Tougas, Ph.D. Parking and Transportation Services, WKU

WKU Profile Student Enrollment (Bowling Green, FY07) 16,063 Student Residents5,028 Commuters11,035 Campus Size200 Acres, Landlocked Remote CampusS Campus, 2 mi South Park and Ride370 Parking Spaces

Fleet Composition Number of Vehicles High floor 35’ Bluebirds2 Low floor 40’ Bluebirds2 Low floor 40’ Gilligs5 ADA Van1 TOTAL10

Service Profile Mon - Fri RouteMinMaxSatSun South Campus2400 Inner Loop1200 Shopping Shuttle1210 TOTAL4810 Paratransit Service: By appointment and on demand, Mon – Fri Late Night “Provide A Ride” contracted w/ local taxi. Free w/ WKU ID Mon – Wed: 10 PM – 2 AM Thu – Sat:10 PM – 3 AM

Annual Ridership Fiscal YearRides FY03139,000 FY04140,000 FY05149,000

Why Outsource Transit at WKU? Small market & small operation Non-competitive salaries for job position No local alternative or in house knowledge Three failed job searches –Only 2 applicants in three searches w/ transit experience –Offered job to one, but declined due to salary offer Culture of outsourcing management services already existed on campus

Services Requested in RFP Implementation of SOP’s Develop driver training Improve service efficiency Lead strategic planning and budgeting Assist with risk management assessment Build relationship with local transit Promote transit on/off campus

Evaluation Criteria Quality of proposed personnel Experience on University campuses References Company resources and support personnel available to resident manager Costs Quality of proposal Proof of financial stability

Results Selected McDonald Transit to provide Resident General Manager. –Alonda Massey joined WKU in Nov., Expanded contract to include a Mechanic in Feb., 2008.

Changes Implemented Set and publicized routes and schedules Set higher expectations for customer services of drivers Improved reliability of service Kept buses on the road during breaks Cut down on overtime and down time Adapted routes to physical changes on campus

Results Improved efficiency of the operation Improved emphasis on customer service Improved ridership Fiscal YearRides FY03139,000 FY04140,000 FY05149,000 FY06222,000 FY07389,000

Pro’s and Con’s PRO’s (& Successes) Availability of McDonald Transit knowledge base Bring established SOP’s Responsive to strategic planning needs More bang for the buck Significant improvements to service CON’s (& Challenges) Adjusting to WKU & university culture GM reports to two bosses Aligning expectations with University needs General resistance to change by drivers