Here's the service-standards document as posted on the web...
andrew
> Recommended Muni Service Standards
>
> The following is a set of Service Standards (formerly the Customer Bill =
of Rights) approved as RESCUE MUNI policy at the Steering Committee =
meeting on January 28.
>
> Your comments are welcome. Please send them to Andrew Sullivan (the =
author) or David Pilpel (the Standards Committee representative on =
the Steering Committee).
>
> Note: The "status" element in each section is our assessment of where =
Muni is today. The SRTP is Muni's Short-Range Transit Plan, a =
document that Muni publishes annually to discuss its goals and =
results.
>
> =
=
> =
=
>
> 1. MUNI MUST SCHEDULE A GOOD LEVEL OF SERVICE TO ALL NEIGHBORHOODS.
>
> Muni shall schedule service to all neighborhoods at a minimum of once =
every twenty minutes from 5 a.m. to 1 a.m. and service on key =
corridors 24 hours a day. Particularly during heavy commute hours, =
but throughout the day as well, this service must be scheduled at a =
level to meet demand. (Objectives 1.1 and 1.2 of SRTP) If riders are =
forced to wait beyond the normal frequency due to overcrowding when =
substantially all scheduled vehicles are running, then schedules on =
that route must be revised to meet demand.
>
> Standard: Muni must revise its public schedule based on accurately =
forecasted demand every three months.
>
> Status: Muni updates its public schedules twice a year, and is not today =
scheduling to meet peak demand. Riders must frequently wait more than =
the normal interval due to overcrowding (not to mention delays).
>
> 2. MUNI MUST RUN ON TIME.
>
> Muni must publish a dependable schedule and meet it.
>
> Measure: Muni vehicles must not depart early and must leave no more than =
three minutes late from every scheduled time point to be considered =
"on time." (This is similar to SRTP Objective 3.5.)
>
> Standard: 70% of trips must be run on time (London standard).
>
> Status: In 1995 and 1996, 53% of bus trips ran on time by Muni's =
measurement. (Muni did not report light rail or cable car =
performance.) By comparison, the buses in London, England ran on time =
almost 70% of the time the previous year, in substantially worse =
traffic than that of San Francisco. Muni must set its goals at least =
this high.
>
> 3. MUNI MUST PROVIDE THE SERVICE ADVERTISED.
>
> Muni must advertise a level of service that can be provided and provide =
sufficient vehicles and operators to meet schedule requirements every =
day.
>
> Measure: Missed hours of service (Objective 3.2 and 3.4 in SRTP).
>
> Standard: Muni must miss no more than 1% of its scheduled service (1995 =
standard).
>
> Status: In FY 1996-97, Muni reported 3.7% of scheduled service as =
missed. Of this, 3.2% of missed hours were due to "lack of operators" =
- when the rate of absenteeism (scheduled and unscheduled) was 24%.
>
> 4. MUNI MUST KEEP THE SYSTEM CLEAN AND IN GOOD WORKING ORDER.
>
> This means keeping vehicles and facilities well maintained and free of =
trash and graffiti. Riders should not be affected by breakdowns or be =
forced to ride dirty vehicles.
>
> Measure: Trips operated with no "road calls," i.e. failures requiring =
service.
>
> Standard: 99.5% of trips must be completed without a mechanical =
breakdown.
>
> Status: No data are available from SRTP, but this can be easily =
calculated.
>
> Measure: Muni tracks the frequency at which vehicles are cleaned in SRTP =
Objective 1.6. A better measure of actual cleanliness (not =
implemented today) would be frequent independent spot checks.
>
> Standard: Vehicles must leave the yard clean and free of graffiti.
>
> Status: Muni claims that it cleans vehicles daily and washes them twice =
a week. Our committee members expressed skepticism that this goal is =
really met, since we ride dirty buses and streetcars often.
>
> 5. MUNI MUST KEEP ACCIDENTS TO A MINIMUM.
>
> Muni must proactively work to reduce all accidents involving Muni =
vehicles.
>
> Measure: Accidents per day (derived from accidents per million miles), =
SRTP Objective 3.6.
>
> Standard: Muni must reduce the number of accidents every year, towards a =
near-term goal of no more than 5 per day on average.
>
> Status: Muni's accident rate declined slightly in 1995-96 (the latest =
year for which data are available) to 120 per million miles, which =
translates to 240 accidents per month, or over 7 per day.
>
> 6. MUNI MUST PREVENT CRIME.
>
> For riders to feel safe on the system, Muni must show zero tolerance for =
crime and harassment of passengers and operators.
>
> Measure: Assaults on operators and passengers, SRTP Figure 4.18.
>
> Standard: Muni and the SF Police Department must make steady progress in =
reducing crime on Muni, towards a near-term goal of less than 5 =
crimes per month from the current 17.
>
> Status: Muni did not publish complete crime statistics in FY 1996-97. 17 =
per month is the most recent cumulative figure, from 1995.
>
> 7. MUNI MUST PROVIDE GOOD CUSTOMER SERVICE AND ACCURATE INFORMATION.
>
> Muni must provide accurate information on service availability, =
particularly in cases when service is changed due to construction or =
emergencies. Muni must also be responsive to customer input and =
resolve problems quickly.
>
> Measure: Hours of operation for information line and time to reach an =
operator.
>
> Standard: The information line should be open at least from 6 a.m. to =
midnight (Muni's normal hours) and an operator should answer the =
phone in less than 3 minutes.
>
> Status: The help line is only open 8 a.m. to 6 p.m., but hold times have =
been short lately.
>
> Measure: Customer complaints (the closest thing to satisfaction =
measures). SRTP Figure 4.5.
>
> Standard: Muni must make consistent progress in reducing the number of =
complaints to national benchmarks.
>
> Status: In FY 1996-97, Muni received around 10,000 complaints for the =
year, or over 800 complaints per month. This increased substantially =
from the previous fiscal year.
>
> 8. MUNI MUST BE HELD ACCOUNTABLE.
>
> This is the goal on which all of the others depend. Muni must track all =
statistics discussed here, publishing them on a much more regular =
basis. Selected data (reliability, customer service) should be =
audited by an independent firm on a regular basis to ensure accuracy. =
Most importantly, Muni staff and management must be evaluated and =
retained or let go on the basis of Muni's performance - something not =
done today.
>
> Measure: Frequency with which Muni publishes performance stats.
>
> Standard: Muni needs to publish all performance data monthly, on the =
World Wide Web and in print, and announce them to the Public =
Transportation Commission. Data compiled daily (e.g. missed runs) =
should be published daily.
>
> Status: All data used in this discussion are over a year old, since they =
are only published once a year.
>
> =
=
>
> =
------------------------------------------------------------------------
>
> Copyright =A9 1998 RESCUE MUNI. All rights reserved.
> This page was posted by Andrew Sullivan.
> Questions? Send us email.
> Last updated 1/23/98.
http://www.rescuemuni.org/svcstds.html
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN">
<!--last modified on Sun, Feb 1, 1998 23:02-->
Recommended Muni Service =
Standards
The following is a set of Service Standards (formerly the =
Customer Bill of
Rights) approved as RESCUE MUNI policy at the Steering Committee =
meeting on January
28.
Your comments are welcome. Please send them to = Andrew Sullivan (the author) = or David Pilpel (the Standards = Committee representative on the Steering Committee).
Note: The "status" element in each = section is our assessment of where Muni is today. The SRTP is Muni's Short-Range = Transit Plan, a document that Muni publishes annually to discuss its goals and = results.
Service =
Level
- Reliability - No Missed Service - Cleanliness & =
Maintenance
Accidents - Crime - =
Customer Service - Accountability
1. MUNI MUST SCHEDULE A GOOD = LEVEL OF SERVICE TO ALL NEIGHBORHOODS.
Muni shall schedule service to all neighborhoods = at a minimum of once every twenty minutes from 5 a.m. to 1 a.m. and service on key = corridors 24 hours a day. Particularly during heavy commute hours, but throughout the = day as well, this service must be scheduled at a level to meet demand. (Objectives 1.1 = and 1.2 of SRTP) If riders are forced to wait beyond the normal frequency due to = overcrowding when substantially all scheduled vehicles are running, then schedules on = that route must be revised to meet demand.
Standard: Muni must revise its public = schedule based on accurately forecasted demand every three months.
Status: Muni updates its public schedules = twice a year, and is not today scheduling to meet peak demand. Riders must = frequently wait more than the normal interval due to overcrowding (not to mention = delays).
Muni must publish a dependable schedule and meet = it.
Measure: Muni vehicles must not depart = early and must leave no more than three minutes late from every scheduled time point to be = considered "on time." (This is similar to SRTP Objective = 3.5.)
Standard: 70% of trips must be run on time = (London standard).
Status: In 1995 and 1996, 53% of bus trips = ran on time by Muni's measurement. (Muni did not report light rail or cable car = performance.) By comparison, the buses in London, England ran on time almost 70% of = the time the previous year, in substantially worse traffic than that of San Francisco. Muni = must set its goals at least this high.
3. MUNI MUST PROVIDE THE = SERVICE ADVERTISED.
Muni must advertise a level of service that can = be provided and provide sufficient vehicles and operators to meet schedule = requirements every day.
Measure: Missed hours of service = (Objective 3.2 and 3.4 in SRTP).
Standard: Muni must miss no more than 1% = of its scheduled service (1995 standard).
Status: In FY 1996-97, Muni reported 3.7% = of scheduled service as missed. Of this, 3.2% of missed hours were due to "lack of = operators" - when the rate of absenteeism (scheduled and unscheduled) was = 24%.
4. MUNI MUST KEEP THE SYSTEM = CLEAN AND IN GOOD WORKING ORDER.
This means keeping vehicles and facilities well = maintained and free of trash and graffiti. Riders should not be affected by = breakdowns or be forced to ride dirty vehicles.
Measure: Trips operated with no "road = calls," i.e. failures requiring service.
Standard: 99.5% of trips must be completed = without a mechanical breakdown.
Status: No data are available from SRTP, = but this can be easily calculated.
Measure: Muni tracks the frequency at = which vehicles are cleaned in SRTP Objective 1.6. A better measure of actual cleanliness = (not implemented today) would be frequent independent spot checks.
Standard: Vehicles must leave the yard = clean and free of graffiti.
Status: Muni claims that it cleans = vehicles daily and washes them twice a week. Our committee members expressed skepticism that = this goal is really met, since we ride dirty buses and streetcars often.
5. MUNI MUST KEEP ACCIDENTS = TO A MINIMUM.
Muni must proactively work to reduce all = accidents involving Muni vehicles.
Measure: Accidents per day (derived from = accidents per million miles), SRTP Objective 3.6.
Standard: Muni must reduce the number of = accidents every year, towards a near-term goal of no more than 5 per day on = average.
Status: Muni's accident rate declined = slightly in 1995-96 (the latest year for which data are available) to 120 per million = miles, which translates to 240 accidents per month, or over 7 per day.
For riders to feel safe on the system, Muni must = show zero tolerance for crime and harassment of passengers and operators.
Measure: Assaults on operators and = passengers, SRTP Figure 4.18.
Standard: Muni and the SF Police = Department must make steady progress in reducing crime on Muni, towards a near-term goal of less = than 5 crimes per month from the current 17.
Status: Muni did not publish complete = crime statistics in FY 1996-97. 17 per month is the most recent cumulative figure, from = 1995.
7. MUNI MUST PROVIDE GOOD = CUSTOMER SERVICE AND ACCURATE INFORMATION.
Muni must provide accurate information on service = availability, particularly in cases when service is changed due to construction or = emergencies. Muni must also be responsive to customer input and resolve problems = quickly.
Measure: Hours of operation for = information line and time to reach an operator.
Standard: The information line should be = open at least from 6 a.m. to midnight (Muni's normal hours) and an operator should = answer the phone in less than 3 minutes.
Status: The help line is only open 8 a.m. = to 6 p.m., but hold times have been short lately.
Measure: Customer complaints (the closest = thing to satisfaction measures). SRTP Figure 4.5.
Standard: Muni must make consistent = progress in reducing the number of complaints to national benchmarks.
Status: In FY 1996-97, Muni received = around 10,000 complaints for the year, or over 800 complaints per month. This increased = substantially from the previous fiscal year.
8. MUNI MUST BE HELD = ACCOUNTABLE.
This is the goal on which all of the others = depend. Muni must track all statistics discussed here, publishing them on a much more regular = basis. Selected data (reliability, customer service) should be audited by an = independent firm on a regular basis to ensure accuracy. Most importantly, Muni staff and = management must be evaluated and retained or let go on the basis of Muni's = performance - something not done today.
Measure: Frequency with which Muni = publishes performance stats.
Standard: Muni needs to publish all = performance data monthly, on the World Wide Web and in print, and announce them to the Public = Transportation Commission. Data compiled daily (e.g. missed runs) should be = published daily.
Status: All data used in this discussion = are over a year old, since they are only published once a year.
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