For all organizations, public or private, it is essential to establish measurements to ensure that the services provided are being done well and, when they are not, that the organization can diagnose problems. The mission of New York City Transit (NYCT) is to provide timely and reliable mass transit to more than 7 million daily riders. NYCT has established three main performance indicators (PIs) to ascertain how closely this mission is being met: en route schedule adherence, headway regularity, and wait assessment. Whereas en route schedule adherence (-1 to +5 min) and wait assessment are easily explained, regularity (±50%) is a useful diagnostic for operations management. NYCT selected 23 subway routes and 42 borough-representative principal bus routes for performance analysis. A stratified sample, designed to prevent undesirable sample bias, is generated by using a fully automated system and achieves an accuracy of 95±5% at the route level. Computerized data processing and analysis were implemented in 1995. Recently, paperless data collection was initiated; this further decreases reporting lag and improving data quality. Indicators are reported semiannually to the public, and detailed internal diagnostic reports are issued frequently to help operations management improve service performance. PI statistics are now used by senior management for setting goals and by rider advocacy groups to assess agency performance. A partnership and spirit of cooperation has developed between operating areas and analytical staff in troubleshooting delay issues and continuous quality improvement. The PI infrastructure is tapped by a pilot program to assess performance of operations improvement initiatives.
Transportation Research Record Journal of the Transportation Research Board
2111(-1):125-138
DOI:10.3141/2111-15
