Performance Dashboard
Meeting or Exceeding Goal
Within 20% of Achieving Goal
Greater than 20% from Goal
| Reporting Division/Workgroup | Strategic Priority | Metric | Q2 FY 25 | Q3 FY 25 | Q4 FY 25 | Q1 FY 26 | Q2 FY 26 | Goal | Goal Status |
|---|---|---|---|---|---|---|---|---|---|
| BOD Operations | Exceptional Customer Experience | Customer Service Concerns Resolution Time Within Two Days (BOD) | 99.2% | 98.3% | 98.8% | 99.5% | 99.7% | ≥ 95.0% | |
| Operator (Customer Service) Performance | 5.9 | 10.4 | 6.0 | 5.9 | 7.3 | ≤ 23.0 | |||
| Organizational Resilience - Operational Performance | Certification to Operate Buses | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | = 100.0% | ||
| Fleet Availability | 84.1% | 83.8% | 87.0% | 86.3% | 89.0% | ≥ 85.0% | |||
| Miles Between Roadcalls | 13,248.0 | 12,750.0 | 14,175.0 | 17,549.0 | 17,945.0 | ≥ 12,000.0 | |||
| Preventive Maintenance (PM) - Fixed Route | 97.8% | 98.6% | 99.4% | 99.8% | 99.3% | ≥ 98.0% | |||
| Scheduled Service Delivery - Fixed Route | 99.4% | 98.3% | 98.7% | 98.6% | 99.2% | ≥ 97.0% | |||
| Development | Positive Community Impact | Economic Development Non-Res(Sq Ft) -Total (in millions) | 11.6 | 11.8 | 14.9 | 15.1 | 15.1 | ≥ 14.9 | |
| Economic Development/Growth/ Impact (units) - Total | 44,874.0 | 45,693.0 | 47,597.0 | 48,271.0 | 58,502.0 | ≥ 47,597.0 | |||
| Economic Development/Growth/ Impact -Total (in billions) | $12.5 | $12.8 | $13.5 | $13.7 | $17.0 | ≥ $13.5 | |||
| Human Resources | Employee Success | Advancement & Succession Opportunities (Promotions) | 7.0 | 35.0 | 37.0 | 35.0 | 32.0 | - | |
| Employee Attrition Rate - CATS/TMOC Total | - | - | - | 3.9% | 3.2% | ≤ 10.0% | |||
| Retention Rate - CATS/TMOC Total | - | - | - | 98.0% | 96.3% | - | |||
| Time to Fill Positions - CATS/TMOC Total | - | - | - | 34.4 | 57.0 | - | |||
| Marketing & Communications | Exceptional Customer Experience | Overall CATS Customer Service Complaint Resolution Time | - | - | - | 82.0% | 89.3% | ≥ 95.0% | |
| Customer Service Department Complaint Response and Routing Within 2 Days | 87.0% | 87.0% | 88.0% | 99.0% | 99.0% | ≥ 95.0% | |||
| Operations | Employee Success | Training Completion Rate | - | - | - | 96.0% | - | ≥ 90.0% | |
| Planning | Organizational Resilience - Operational Performance | Passengers per Revenue Hour - TOTAL | - | - | - | 18.7 | 17.1 | ≥ 18.7 | |
| Procurement | Organizational Resilience - Operational Performance | Percentage of PSRs Completed in Predictable Time Range | - | - | 74.0% | 87.0% | 78.0% | ≥ 90.0% | |
| QA | Organizational Resilience - Operational Performance | Percent of Corrective Actions (CARS) closed | - | 50.0% | - | 71.0% | 17.0% | ≥ 30.0% | |
| Documents Reviewed (within 3 years) | 61.0% | 64.0% | 66.0% | 69.0% | 70.0% | ≥ 70.0% | |||
| Organizational Resilience - Safety Performance | Adherence to the Audit Schedule | - | - | - | 78.0% | - | ≥ 80.0% | ||
| Rail Operations | Organizational Resilience - Operational Performance | Scheduled Service Delivery - Rail | 99.4% | 99.3% | 98.3% | 97.4% | 97.4% | ≥ 98.0% | |
| Mean Distance Between Service Interruptions - Blue Line | 4,402.0 | - | - | 1,756.9 | 1,726.0 | ≥ 2,300.0 | |||
| Mean Distance Between Service Interruptions -Gold Line | - | - | - | 586.2 | 428.2 | - | |||
| STS | Organizational Resilience - Operational Performance | Scheduled Service Delivery - STS | 98.8% | 99.5% | 98.7% | 98.1% | 98.1% | - | |
| Safety & Security | Organizational Resilience - Safety Performance | Injury Rate: Blue Line | - | - | - | 0.0 | 0.0 | ≤ 1.0 | |
| Injury Rate: Fixed Route | - | - | - | 1.9 | 1.1 | ≤ 1.0 | |||
| Injury Rate: Gold Line | - | - | - | 0.0 | 3.2 | ≤ 1.0 | |||
| Injury Rate: STS | - | - | - | 1.4 | 0.2 | ≤ 1.0 | |||
| Collision Rate Rail: Blue Line | 0.0 | 0.5 | 0.7 | 0.0 | 0.0 | ≤ 1.0 | |||
| Collision Rate Rail: Gold Line | 0.0 | 0.0 | 3.2 | 0.0 | 9.7 | ≤ 2.0 | |||
| Collision Rate: Fixed Route | 0.8 | 0.4 | 0.4 | 0.7 | 0.5 | ≤ 1.0 | |||
| Collision Rate: STS | 0.4 | 0.4 | 0.0 | 0.2 | 0.0 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Blue Line | 0.5 | 0.4 | 0.3 | 0.5 | 0.5 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Fixed Route | 0.8 | 0.9 | 0.9 | 0.7 | 0.7 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Gold Line | 1.1 | 1.6 | 0.9 | 0.2 | 0.0 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: STS | 2.6 | 1.3 | 0.6 | 0.6 | 1.0 | ≤ 1.0 | |||
| Organizational Resilience - Security Performance | Rail Fare Enforcement Citations per Million Boardings | 30.0 | 93.0 | 772.0 | 218.4 | 622.7 | - | ||
| Rate of Assaults on Transit Workers | - | - | - | 0.0 | 0.0 | = 0.0 | |||
| Crime and Security Incident Rate per Million Boardings- TOTAL | 6.0 | 4.5 | 6.1 | 5.0 | 5.2 | - | |||
| Survey Research | Exceptional Customer Experience | Perception of On-time Performance | 74.4% | 74.4% | 74.4% | 74.4% | 74.4% | - | |
| Choice Ridership | 24.4% | 24.4% | 24.4% | 24.4% | 24.4% | - | |||
| Willingness to Recommend | 87.8% | 87.8% | 87.8% | 87.8% | 87.8% | - | |||
| Organizational Resilience - Operational Performance | Cleanliness | 71.3% | 71.3% | 71.3% | 71.3% | 71.3% | - | ||
| Organizational Resilience - Safety Performance | Perceptions of Operating Safely | 85.0% | 85.0% | 85.0% | 85.0% | 85.0% | - | ||
| Positive Community Impact | Reputation | 78.4% | 78.4% | 78.4% | 78.4% | 78.4% | - |