Metro News Release
For immediate release: June 10, 2010
Metro debuts new monthly "scorecard"
Invites customers to monitor the agency's operations performance
A new monthly "scorecard" of Metro’s key performance indicators, Vital Signs, was presented today to the Metro Board’s Customer Service, Operations and Safety Committee. Posted online today, the performance measurements are now available to the public to monitor the transit agency’s performance.
Each month, the online Metro Scorecard and supporting vital signs will answer key questions: How is Metro performing? And what actions is Metro taking to improve performance?
“This is a valuable tool that provides discipline for achieving goals by clearly defining and measuring success and failure in a way that is understood both inside the organization and by the public.” said Christopher Zimmerman, Chairman of the Metro Board Customer Service, Operations and Safety Committee.
“The report is an important part of Metro’s plan to improve safety, customer service, reliability and financial stability. We want to be as transparent as possible and invite the public to join us in following progress,” said Metro Interim General Manager Richard Sarles. “The monthly report is intended to document performance, and to hold Metro’s managers accountable for what’s working, what’s not working and why.”
The Vital Signs will include the following information:
• Bus on-time performance as compared to published route schedules.
• Bus fleet reliability measured by the distance between the miles traveled before a mechanical breakdown.
• Rail on-time performance by measuring headway adherence.
• MetroAccess on-time performance by examining whether the trips are adhering to the customer’s scheduled pick-up window.
• Escalator and elevator system unit availability.
• Customer injury rate derived from customers’ reports of injuries while traveling in the system.
• Employee injury rate by measuring worker’s compensation claims.
• Crime rate, by counting the number of crimes that occur in the system.
• Arrests, citations and summonses by tracking these counts.
The online Metro Scorecard is available on Metro’s Web site at http://www.wmata.com/about_metro/scorecard/index.cfm. The website presents several measures from the Vital Signs report and other existing performance reports. It is intended to give a snapshot view of Metro’s overall performance. Both the Vital Signs report and the on-line Scorecard will evolve over time.
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News release issued at 3:24 pm, June 10, 2010.