1. City of West Covina Green Line Evaluation

2. Presented By Presented 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

3. Background & Context Presented by: Joanne Coletta

4. Needs to Be Met By the Program Green Line Evaluation

5. Project Description Target Population Program History, Funding & Issues Program Implementation & Rationale Green Line Evaluation

6. Project Description Green Line Evaluation

7. Project Description Program History Funding Issues Green Line Evaluation

8. Program Implementation & Rationale Green Line Evaluation

9. Presented by: Leticia Llamas

10. Study Questions What 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?

11. Criteria Impact of Service on Business Diversity Shift in Patron Needs Quality and Viability Impact on Quality of Life

12. Study Designs & Methods Records Analysis Ridership Survey Field Observation

13. Study Designs & Methods Records Analysis Data Reports from Contractor Budget & Expenditure Reports from City

14. Study Designs & Methods Ridership Survey Demographics Purpose of Travel Satisfaction with Service Areas for Improvement

15. Study Designs & Methods Field Observation Activity Within The Bus Bus Stop Conditions

16. Records Analysis Presented by: Enrique Salgado

17. Green Line Evaluation Cost Comparison

18. Green Line Evaluation Red/Blue Ridership Trend

19. Green Line Evaluation Green Ridership Trend

20. Field Observations and Quality of Service Findings Presented by: Alicia Velazquez

21. Green Line Evaluation Research Questions Bus users Schedule Drivers Bus Condition

22. Green Line Evaluation Description of Findings (Users) On Average: 10 users per bus ride (Adults: 2, Youth: 7, Seniors: 1, Disabled: 0)

23. Green Line Evaluation Description of Findings (Schedule) 31 Trips: 54% = on schedule, 45% = off schedule (2 min)

24. Green Line Evaluation Description of Findings (Conditions) 1 No Problem 23 Limited Problem 45 Widespread Problem Bus stop Conditions Bus Conditions Bus Safety Bus Noise

25. Green Line Evaluation Explanation of Findings (Bus Stop Conditions) Lark Ellen/ Francisquito max rating: 4 Shadow Oaks/ Nogales max rating: 5 Sentous/ Valley max rating: 5

26. Green Line Evaluation Description of Findings Courtesy of Drivers 1 Rude/ Sullen 23 Civil/ Polite 45 Friendly/ Helpful * 3 – Does Not Necessarily Denote a Problem.

27. Field Observations Presented by: Enrique Salgado

28. Green Line Evaluation Field Observations Rider Traffic Weekday Weekend 147% more

29. Green Line Evaluation Field Observations MorningMid DayAfternoon and Evening Noise Levels

30. Green Line Evaluation Field Observations MorningMid DayAfternoon and Evening Driver Courtesy

31. Customer Survey Presented by: Kelly McDonald

32. Green Line Evaluation The Survey Interviews with Staff Review of Records Field Observations Focus Group With Commission Subcommittees Customer Survey Development

33. The Survey Green Line Evaluation Two Surveys – User & Non-User Demographics (Ranges) Purpose of Trip – Spending (Ranges) Satisfaction & Alternatives or Why Not Using

34. Implementation Green Line Evaluation Implementation Conduct the Survey The Bait Data Analysis

35. Customer Satisfaction Green Line Evaluation

36. Suggested Improvements Green Line Evaluation 31.3 % Bus Schedule 7.8 % Stop Locations 7.8 % Transfers 6.3 % Driver Courtesy 39.1 % No Comment

37. Where Are Riders Going? Green Line Evaluation 32.6 % Senior Center

38. Where Are Riders Going? Green Line Evaluation 34.2 % Shopping 15.9 % Westfield, Eastland, & Fashion Square

39. Data Suggests Budget Project Boarding - Departure Estimated Spending Transfer to Other Lines Incidental shopping at South-end outlets Green Line Evaluation

40. Summary Budget Project Achieving Objectives Some Improvements - High Satisfaction As Defined - Highly Effective Service Green Line Evaluation

41. Respondent Description & Inferences Presented by: Shannon Williams

42. Green Line Evaluation Description of Customer Survey Respondents 102 Respondents Mix of Youth, Adults, & Seniors

43. Green Line Evaluation Characteristics of Customer Survey Respondents Customer Survey Respondents by Age Categories

44. Green Line Evaluation Customer Survey Respondents by Gender

45. Green Line Evaluation Customer Survey Respondents by Income Groups

46. Green Line Evaluation Respondent’s Use of West Covina Transit System

47. Green Line Evaluation Customer Survey Inferences Satisfaction regarding bus safety differences by age categories

48. Green Line Evaluation Satisfaction with bus schedule differences by age categories

49. Green Line Evaluation Open-Ended Survey Bus ScheduleBus 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

50. Green Line Evaluation Alternative transportation if no transit by age groups

51. Green Line Evaluation Association of transfer satisfaction with schedule satisfaction

52. Green Line Evaluation 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

53. Conclusions & Recommendations Presented by: Ana Rosales

54. Conclusions 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.

55. Productivity Budget ProjectGreen Line Evaluation Green Line has 10 persons per ride Favorable Comparison

56. Problems with Bus Schedule Budget ProjectGreen Line Evaluation Persons transferring to other bus lines are more positive. Strained communication between driver and seniors.

57. Recommendations Budget ProjectGreen Line Evaluation Bus Stop Visibility Bus Driver Interaction With Riders Web Site Accessibility Increase Ridership Improved Data Accuracy “Let West Covina Take You For A Ride.”

58. Bus Stop Visibility Budget ProjectGreen Line Evaluation Bus stop schedule should contain all stops being made. Bus stops should be identified on all stops with reflective paint.

59. Driver Interaction with Riders Budget ProjectGreen Line Evaluation Train Drivers to interact with riders in effort to increase patronage

60. Increase Ridership Budget ProjectGreen Line Evaluation Increase Ridership by promoting a “Let West Covina take You For a Ride”

61. Web Site Accessibility Budget ProjectGreen Line Evaluation 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.

62. Improved Data Accuracy Budget ProjectGreen Line Evaluation 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.

63. Budget ProjectGreen Line Evaluation Thank You for Your Attention