1. Performance Measurement

2. Performance Measures Questions to Ask
How do you select your performance measures?
What measures monitor progress in achieving goals and objectives?
What measures highlight accomplishments?
What measures give the reality of the situation?

3. Reduce congestion Example: How can congestion be measured?
Peak hour flow
Vehicle trips per person per day
Peak hour vehicle trips
Time lost of traffic delays
VMT

4. Other Possible Measures
Marketing effectiveness
Awareness – Interest – Desire – Action
Market share
Implementation activity
Adherence to schedule
Reliability
Cost effectiveness
Measures used by key stakeholders

5. Florida General Performance Indicators for Transit
Passenger Trips
Passenger Miles
Vehicle Miles
Revenue Miles
Vehicle Hours
Route Miles
Total Operating Expenses
Total Maintenance Expenses
Total Capital Expenses
Federal Contribution
State Contribution
Total Local Revenue
Local Contribution
Directly-Generated Non-Fare Revenue
Passenger Fare Revenues
Total Employee FTEs
Operating Employee FTEs
Maintenance Employee FTEs
Administrative Employee FTEs
Vehicles Available for Maximum Service
Vehicles Operated in Maximum Service
Spare Ratio (%)
Total Gallons Consumed
Total Energy Consume (KW-Hours)

6. Transportation Operations Measures of Effectiveness
Customer satisfaction
Extent of congestion - spatial
Extent of congestion - temporal
Incident duration
Non-recurring delay
Recurring delay
Speed
Throughput - person
Throughput - vehicle
Travel time – link
Travel time – reliability (buffer time)
Travel time – trip
Source: National Transportation Operations Coalition

7. Performance Measures Spatial Extent of Congestion
Length of roadway within a predefined area and time period for which average travel time are 30% longer than unconstrained travel time
Temporal Extent of Congestion
The time duration during which more than 20% of the roadway sections in a predefined area are congested
Source: NTOC Performance measurement Initiative – Final Report

8. TDM Performance Measures
Alternate mode usage (AMU) or non-Single Occupant Vehicle rate
Average vehicle occupancy (AVO)
Average vehicle ridership (AVR)
Carbon footprint/emissions reduced
Changes in delay
Changes in speed
Changes in travel time
Cost per participant
Cost per vehicle trip reduced
Customer satisfaction
Drive alone/Single Occupant Vehicle (SOV) rate
Duration (average life) of carpools or vanpools
Extent of congestion - spatial
Extent of congestion - temporal
Level of awareness of program
Livability
Mode split
Non-recurring delay
Number of bicycle commuters
Number of carpool participants
Number of commuters requesting assistance
Number of commuters switching modes
Number of companies participating in training or assistance programs
Number of employer contacts
Number of employers offering alternative work schedules
Number of participants in events (e.g., Bike to Work Day)
Number of referrals from existing customers
Number of telework participants
Number of transit passengers
Number of vanpool participants
Number of vans in service
Number of vehicle trips eliminated
Parking spots saved/parking needs reduced
Placement rate for carpool and vanpool participants
Recurring delay
Throughput - person
Throughput - vehicle
Transit-oriented communities
Travel time - reliability
Travel time - trip
Vehicle Miles Traveled (VMT) reduction
Vehicle trip rate per employee

9. Florida Performance Measures (PM) – Outputs - Reach
What It Will Be Used to Measure
Collected by
REACH
Share of commuters aware of brand identity (brand to be determined by CAP to be CAP name or call to action (phone/web)
Commuter services awareness
General Public survey
Profiles of TDM elements for each employer-client
Employer outreach effectiveness (quantity/market penetration)
Data will be used by CUTR to estimate cost/benefit of employer outreach program element using TRIMMS
CAP
Number of employers with telework programs and total number of employee-trips reduced by teleworking
Employer outreach effectiveness (quality)
Number of employers with compressed work week and total number of employee-days not traveling to work due to CWW for each of these types of CWW programs: 4/40, 9/80 and other
What It Will Be Used to Measure
Performance Measure
Output
REACH
Collected by
General Public Survey
Commuter services awareness
Share of commuters aware of brand identity (brand to be determined by CAP to be CAP name or call to action (phone/web)
Data will be used by CUTR to estimate cost/benefit of employer outreach program element using TRIMMS
Employer outreach effectiveness (quantity/market penetration)
Profiles of TDM elements for each employer-client (See Table 9 for data needs)
CAP
Employer outreach effectiveness (quality)
Number of employers with telework programs and total number of employee-trips reduced by teleworking
Number of employers with compressed work week and total number of employee-days not traveling to work due to CWW for each of these types of CWW programs: 4/40, 9/80 and other
ACQUISTION
Number of individuals requesting assistance
CAP logs
Interest in commuter services
Level of effort in maintaining in commuter services
Number of total requests for assistance (i.e., capture repeat customers)
CONVERSION
Percent of drive alone commuters shifting to a commute alternative
Database survey and General Public Survey
Effectiveness of commuter services in changing travel behavior
Effectiveness of commuter services in increasing higher occupancy customers
Percent of commuters who currently use a commute alternative shifting to another alternative mode (e.g., from carpool to transit)
Effectiveness of commuter services in increasing frequency of use
Percent of commuters who currently use a commute alternative increasing their weekly frequency of commute alternative use (e.g., from carpool one time per week to carpool three times per week).
NTD report
Vanpool program effectiveness
Number of vanpool passenger trips (directly operated and purchased transportation)
Number of vans operated in maximum service
Actions to incorporate TDM into the land development process (see Incorporating TDM Into the Land Development Process report for list of actions )
Establishing supportive environment for converting commuters
RETENTION
Specific actions determined by District and CAP
Measure of program growth
Avoidable customer turnover
Effectiveness of commuter services in retaining customers
Percent of non-SOV commuters who revert to SOV
LOYALTY
Customer satisfaction
Overall customer satisfaction (with emphasis on quality, willingness to use services again and willingness to refer a friend)
Database survey

10. FLORIDA PM – Outputs – Acquisition
Performance Measure
What It Will Be Used to Measure
Collected by
ACQUISTION
Number of individuals requesting assistance
Interest in commuter services
CAP logs
Number of total requests for assistance (i.e., capture repeat customers)
Level of effort in maintaining in commuter services
CAP
What It Will Be Used to Measure
Performance Measure
Output
REACH
Collected by
General Public Survey
Commuter services awareness
Share of commuters aware of brand identity (brand to be determined by CAP to be CAP name or call to action (phone/web)
Data will be used by CUTR to estimate cost/benefit of employer outreach program element using TRIMMS
Employer outreach effectiveness (quantity/market penetration)
Profiles of TDM elements for each employer-client (See Table 9 for data needs)
CAP
Employer outreach effectiveness (quality)
Number of employers with telework programs and total number of employee-trips reduced by teleworking
Number of employers with compressed work week and total number of employee-days not traveling to work due to CWW for each of these types of CWW programs: 4/40, 9/80 and other
ACQUISTION
Number of individuals requesting assistance
CAP logs
Interest in commuter services
Level of effort in maintaining in commuter services
Number of total requests for assistance (i.e., capture repeat customers)
CONVERSION
Percent of drive alone commuters shifting to a commute alternative
Database survey and General Public Survey
Effectiveness of commuter services in changing travel behavior
Effectiveness of commuter services in increasing higher occupancy customers
Percent of commuters who currently use a commute alternative shifting to another alternative mode (e.g., from carpool to transit)
Effectiveness of commuter services in increasing frequency of use
Percent of commuters who currently use a commute alternative increasing their weekly frequency of commute alternative use (e.g., from carpool one time per week to carpool three times per week).
NTD report
Vanpool program effectiveness
Number of vanpool passenger trips (directly operated and purchased transportation)
Number of vans operated in maximum service
Actions to incorporate TDM into the land development process (see Incorporating TDM Into the Land Development Process report for list of actions )
Establishing supportive environment for converting commuters
RETENTION
Specific actions determined by District and CAP
Measure of program growth
Avoidable customer turnover
Effectiveness of commuter services in retaining customers
Percent of non-SOV commuters who revert to SOV
LOYALTY
Customer satisfaction
Overall customer satisfaction (with emphasis on quality, willingness to use services again and willingness to refer a friend)
Database survey

11. FLORIDA PM – Outputs – Conversion
Performance Measure
What It Will Be Used to Measure
Collected by
CONVERSION
Percent of drive alone commuters shifting to a commute alternative
Effectiveness of commuter services in changing travel behavior
Database (DB) survey and General Public (GP) survey
Percent of commuters who currently use a commute alternative shifting to another alternative mode (e.g., from carpool to transit)
Effectiveness of commuter services in increasing higher occupancy customers
DB survey and GP survey
Percent of commuters who currently use a commute alternative increasing their weekly frequency of commute alternative use
Effectiveness of commuter services in increasing frequency of use
Number of vanpool passenger trips (directly operated and purchased transportation)
Vanpool program effectiveness
NTD report
Number of vans operated in maximum service
Actions to incorporate TDM into the land development process (see Incorporating TDM Into the Land Development)
Establishing supportive environment for converting commuters
Specific actions TBD by District and CAP
What It Will Be Used to Measure
Performance Measure
Output
REACH
Collected by
General Public Survey
Commuter services awareness
Share of commuters aware of brand identity (brand to be determined by CAP to be CAP name or call to action (phone/web)
Data will be used by CUTR to estimate cost/benefit of employer outreach program element using TRIMMS
Employer outreach effectiveness (quantity/market penetration)
Profiles of TDM elements for each employer-client (See Table 9 for data needs)
CAP
Employer outreach effectiveness (quality)
Number of employers with telework programs and total number of employee-trips reduced by teleworking
Number of employers with compressed work week and total number of employee-days not traveling to work due to CWW for each of these types of CWW programs: 4/40, 9/80 and other
ACQUISTION
Number of individuals requesting assistance
CAP logs
Interest in commuter services
Level of effort in maintaining in commuter services
Number of total requests for assistance (i.e., capture repeat customers)
CONVERSION
Percent of drive alone commuters shifting to a commute alternative
Database survey and General Public Survey
Effectiveness of commuter services in changing travel behavior
Effectiveness of commuter services in increasing higher occupancy customers
Percent of commuters who currently use a commute alternative shifting to another alternative mode (e.g., from carpool to transit)
Effectiveness of commuter services in increasing frequency of use
Percent of commuters who currently use a commute alternative increasing their weekly frequency of commute alternative use (e.g., from carpool one time per week to carpool three times per week).
NTD report
Vanpool program effectiveness
Number of vanpool passenger trips (directly operated and purchased transportation)
Number of vans operated in maximum service
Actions to incorporate TDM into the land development process (see Incorporating TDM Into the Land Development Process report for list of actions )
Establishing supportive environment for converting commuters
RETENTION
Specific actions determined by District and CAP
Measure of program growth
Avoidable customer turnover
Effectiveness of commuter services in retaining customers
Percent of non-SOV commuters who revert to SOV
LOYALTY
Customer satisfaction
Overall customer satisfaction (with emphasis on quality, willingness to use services again and willingness to refer a friend)
Database survey

12. FLORIDA PM – Outputs – Retention and Loyalty
Performance Measure
What It Will Be Used to Measure
Collected by
RETENTION
Avoidable customer turnover
Measure of program growth
CAP
Percent of non-SOV commuters who revert to SOV
Effectiveness of commuter services in retaining customers
Database survey and General Public survey
LOYALTY
Overall customer satisfaction (with emphasis on quality, willingness to use services again and willingness to refer a friend)
Customer satisfaction
Database survey
What It Will Be Used to Measure
Performance Measure
Output
REACH
Collected by
General Public Survey
Commuter services awareness
Share of commuters aware of brand identity (brand to be determined by CAP to be CAP name or call to action (phone/web)
Data will be used by CUTR to estimate cost/benefit of employer outreach program element using TRIMMS
Employer outreach effectiveness (quantity/market penetration)
Profiles of TDM elements for each employer-client (See Table 9 for data needs)
CAP
Employer outreach effectiveness (quality)
Number of employers with telework programs and total number of employee-trips reduced by teleworking
Number of employers with compressed work week and total number of employee-days not traveling to work due to CWW for each of these types of CWW programs: 4/40, 9/80 and other
ACQUISTION
Number of individuals requesting assistance
CAP logs
Interest in commuter services
Level of effort in maintaining in commuter services
Number of total requests for assistance (i.e., capture repeat customers)
CONVERSION
Percent of drive alone commuters shifting to a commute alternative
Database survey and General Public Survey
Effectiveness of commuter services in changing travel behavior
Effectiveness of commuter services in increasing higher occupancy customers
Percent of commuters who currently use a commute alternative shifting to another alternative mode (e.g., from carpool to transit)
Effectiveness of commuter services in increasing frequency of use
Percent of commuters who currently use a commute alternative increasing their weekly frequency of commute alternative use (e.g., from carpool one time per week to carpool three times per week).
NTD report
Vanpool program effectiveness
Number of vanpool passenger trips (directly operated and purchased transportation)
Number of vans operated in maximum service
Actions to incorporate TDM into the land development process (see Incorporating TDM Into the Land Development Process report for list of actions )
Establishing supportive environment for converting commuters
RETENTION
Specific actions determined by District and CAP
Measure of program growth
Avoidable customer turnover
Effectiveness of commuter services in retaining customers
Percent of non-SOV commuters who revert to SOV
LOYALTY
Customer satisfaction
Overall customer satisfaction (with emphasis on quality, willingness to use services again and willingness to refer a friend)
Database survey

13. FLORIDA PM – Outcomes Performance Measure
What It Will Be Used to Measure
Collected by
Vehicle trip rate per 100 commuters (peak periods and total)
Effectiveness of reducing congestion by reducing vehicles on the road
Database survey
Vehicle miles of travel (peak periods and total) per person
Total and per-person unlinked passenger trips
Accessibility
Database survey and NTD
Total and per-person passenger miles of travel
Database survey and NTD

14. FLORIDA PM – Outcomes Performance Measure
What It Will Be Used to Measure
Collected by
Customer satisfaction
Overall satisfaction with the CAP programs and products
Database survey
Emissions reduced
Environmental impacts
Energy reduced
Energy impacts
Total and per-person commuter savings
Commuter impacts
Duration of non-SOV mode
Effectiveness of retention efforts and impact on life cycle costs
Benefit/Cost Ratio
Total costs and benefits from the employer outreach program
TRIMMS model
Cost-Effectiveness
Outcomes by cost over the useful life of the program