TO: AC Transit Board of Directors
FROM: Kathleen Kelly, Interim General Manager/Chief Executive Officer
SUBJECT: Active Line Management and Division Teams to Improve Service Quality
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving a report on Active Line Management and Division Teams to improve Service Quality.
Staff Contact:
Salvador Llamas, Chief Operating Officer
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
Active Line Management is a key function that contributes to making bus service more reliable and on schedule. Reliable service improves the experience of both the customer and the bus operator.
BUDGETARY/FISCAL IMPACT:
There are no budgetary/fiscal impacts associated with this briefing item.
BACKGROUND/RATIONALE:
On October 23, 2024, staff report 24-411 Road Supervision Active Line Management/Service Quality Improvement was presented to the Board. The staff report provided details regarding the three additional supervisors to be dedicated for the On-Time Performance (OTP) Team, overall staffing levels for the Transportation Supervisor positions, the various assignments to support operations activities, and a comparison of the APTA peer survey indicating that the Distrcit is well below the ideal supervisor ratios as compared to respondents. This report provides a summary of ongoing activities involving multiple departments, including the OTP Team, and Union partners to further improve service quality and reliability.
On Time Performance
The District system-wide Key Performance Indicator (KPI) for On-Time Performance (OTP) is 72%. Although AC Transit has consistently exceeded this target, it is not representative of the full potential we can achieve or rider expectation, and several low-performing routes are not meeting their individual goals. To address this, the strategy is to identify performance issues on low-performing routes at each divi...
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