Meeting or Exceeding Goal
Within 20% of Achieving Goal
Greater than 20% from Goal
| Reporting Division/Workgroup | Strategic Priority | Metric | Q1 FY 25 | Q2 FY 25 | Q3 FY 25 | Q4 FY 25 | Q1 FY 26 | Goal | Goal Status |
|---|---|---|---|---|---|---|---|---|---|
| BOD Operations | Exceptional Customer Experience | Customer Service Concerns Resolution Time Within Two Days (BOD) ⓘ | 99.1% | 99.2% | 98.3% | 98.8% | 99.6% | ≥ 95.0% | |
| Operator (Customer Service) Performance ⓘ | 6.6 | 5.9 | 10.4 | 6.0 | 5.9 | ≤ 23.0 | |||
| Organizational Resilience - Operational Performance | Certification to Operate Buses ⓘ | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | = 100.0% | ||
| Fleet Availability ⓘ | 81.5% | 84.1% | 83.8% | 87.0% | 86.3% | ≥ 85.0% | |||
| Miles Between Roadcalls ⓘ | 9,488.0 | 13,248.0 | 12,750.0 | 14,175.0 | 17,549.0 | ≥ 12,000.0 | |||
| Preventive Maintenance (PM) - Fixed Route ⓘ | 94.3% | 97.8% | 98.6% | 99.4% | 99.8% | ≥ 98.0% | |||
| Scheduled Service Delivery - Fixed Route ⓘ | 99.7% | 99.4% | 98.3% | 98.7% | 98.6% | ≥ 97.0% | |||
| Development | Positive Community Impact | Economic Development Non-Res(Sq Ft) -Total ⓘ | 11,421,099.0 | 11,592,908.0 | 11,792,577.0 | 14,895,627.0 | 15,061,464.0 | - | - |
| Economic Development Non-Res(Sq Ft) - BL | 7,272,832.0 | 7,272,832.0 | 7,279,212.0 | 7,279,212.0 | 7,279,212.0 | - | - | ||
| Economic Development Non-Res(Sq Ft) - Uptown | - | - | - | 3,524,398.0 | 3,690,235.0 | - | - | ||
| Economic Development Non-Res(Sq Ft) - BLE | 1,254,466.0 | 1,254,466.0 | 1,447,755.0 | 872,200.0 | 872,200.0 | - | - | ||
| Economic Development Non-Res(Sq Ft) - GL | 671,586.0 | 671,586.0 | 671,586.0 | 695,657.0 | 695,657.0 | - | - | ||
| Economic Development Non-Res(Sq Ft) - RL | - | 171,809.0 | 171,809.0 | 294,627.0 | 294,627.0 | - | - | ||
| Economic Development Non-Res(Sq Ft) - SL | 2,222,215.0 | 2,222,215.0 | 2,222,215.0 | 2,229,533.0 | 2,229,533.0 | - | - | ||
| Economic Development/Growth/ Impact (units) - Total ⓘ | 43,047.0 | 44,874.0 | 45,693.0 | 47,597.0 | 48,271.0 | - | - | ||
| Economic Development/Growth/ Impact -BLE (units) | 16,076.0 | 16,076.0 | 16,895.0 | 16,914.0 | 16,914.0 | - | - | ||
| Economic Development/Growth/ Impact -Blue Line (units) | 22,292.0 | 22,858.0 | 22,858.0 | 22,858.0 | 23,261.0 | - | - | ||
| Economic Development/Growth/ Impact -RL (units) | - | 1,261.0 | 1,261.0 | 2,530.0 | 2,801.0 | - | - | ||
| Economic Development/Growth/ Impact -SL (units) | 4,679.0 | 4,679.0 | 4,679.0 | 5,295.0 | 5,295.0 | - | - | ||
| Economic Development/Growth/ Impact -Uptown (units) | - | - | - | 4,177.0 | 4,177.0 | - | - | ||
| Economic Development/Growth/ Impact -Total (in billions) ⓘ | $11.9 | $12.5 | $12.8 | $13.5 | $13.7 | - | - | ||
| Economic Development/Growth/ Impact -BLE (in billions) | $3.1 | $3.1 | $3.3 | $3.4 | $3.4 | - | - | ||
| Economic Development/Growth/ Impact -Blue Line (in billions) | $6.6 | $6.9 | $6.9 | $6.9 | $7.0 | - | - | ||
| Economic Development/Growth/ Impact -GL (in billions) | $1.0 | $1.0 | $1.0 | $1.1 | $1.2 | - | - | ||
| Economic Development/Growth/ Impact -RL (in billions) | - | $0.3 | $0.3 | $0.6 | $0.7 | - | - | ||
| Economic Development/Growth/ Impact -SL (in billions) | $1.3 | $1.3 | $1.3 | $1.5 | $1.5 | - | - | ||
| Economic Development/Growth/ Impact -Uptown (in billions) | - | - | - | $2.6 | $2.7 | - | - | ||
| Project Schedule Variance ⓘ | - | - | - | - | - | - | - | ||
| Facilities | Organizational Resilience - Operational Performance | PM Work Order On-Time Completion Rate ⓘ | - | - | - | - | - | ≥ 90.0% | - |
| Finance | Organizational Resilience - Financial Stability | Operating Cost per Revenue Hour ⓘ | - | - | - | - | - | ≤ $315.7 | - |
| Operating Cost per Revenue Hour - Fixed Route | - | - | - | - | - | - | - | ||
| Operating Cost per Revenue Hour - Rail | - | - | - | - | - | - | - | ||
| Human Resources | Employee Success | Advancement & Succession Opportunities (Promotions) ⓘ | 21.0 | 7.0 | 35.0 | 37.0 | 35.0 | - | - |
| Employee Attrition Rate - CATS/TMOC Total ⓘ | - | - | - | - | 3.9% | ≤ 10.0% | |||
| Employee Attrition Rate - CATS | 3.8% | 3.6% | 4.6% | 5.6% | - | ≤ 10.0% | |||
| Employee Attrition Rate - TMOC | 6.2% | 3.4% | 6.8% | 3.3% | - | ≤ 10.0% | |||
| Retention Rate - CATS/TMOC Total ⓘ | - | - | - | - | 98.0% | - | - | ||
| Retention Rate - CATS | 96.0% | 98.0% | 95.0% | 94.0% | 96.0% | - | - | ||
| Retention Rate - TMOC | - | - | - | - | 99.6% | - | - | ||
| Time to Fill Positions - CATS/TMOC Total ⓘ | - | - | - | - | 34.4 | - | - | ||
| Time to Fill Positions (days) (CATS Only) | 97.0 | 107.0 | 115.0 | 82.0 | 55.0 | - | - | ||
| Time to Fill Positions - TMOC | - | - | - | - | 13.7 | - | - | ||
| Marketing & Communications | Exceptional Customer Experience | Customer Service Department Complaint Response and Routing Within 2 Days ⓘ | 91.0% | 87.0% | 87.0% | 88.0% | 99.0% | ≥ 95.0% | |
| Overall CATS Customer Service Complaint Resolution Time ⓘ | - | - | - | - | 82.0% | ≥ 95.0% | |||
| Operations | Employee Success | Training Completion Rate ⓘ | - | - | - | - | 96.0% | ≥ 90.0% | |
| Planning | Organizational Resilience - Operational Performance | Passengers per Revenue Hour - TOTAL ⓘ | - | - | - | - | 18.7 | ≥ 18.7 | |
| Passengers per Revenue Hour - Fixed | 14.0 | 14.0 | 13.8 | 14.3 | 14.4 | - | - | ||
| Passengers per Revenue Hour - Rail | 53.5 | 55.9 | 50.9 | 52.3 | 87.2 | ≥ 120.4 | |||
| Passengers per Revenue Hour - STS | 1.7 | 1.8 | 1.8 | 1.9 | 1.9 | ≥ 1.7 | |||
| Procurement | Organizational Resilience - Operational Performance | Percentage of PSRs Completed in Predictable Time Range ⓘ | - | - | - | 74.0% | 87.0% | ≥ 90.0% | |
| QA | Organizational Resilience - Operational Performance | Documents Reviewed (within 3 years) ⓘ | 57.0% | 61.0% | 64.0% | 66.0% | 69.0% | ≥ 70.0% | |
| Percent of Corrective Actions (CARS) closed ⓘ | - | - | 50.0% | - | 71.0% | ≥ 30.0% | |||
| Organizational Resilience - Safety Performance | Adherence to the Audit Schedule ⓘ | - | - | - | - | 78.0% | ≥ 80.0% | ||
| Rail Operations | Organizational Resilience - Operational Performance | Mean Distance Between Service Interruptions - Blue Line ⓘ | 4,594.0 | 4,402.0 | - | - | 1,756.9 | ≥ 2,300.0 | |
| Mean Distance Between Service Interruptions -Gold Line ⓘ | - | - | - | - | 586.2 | - | - | ||
| Scheduled Service Delivery - Rail ⓘ | 99.4% | 99.4% | 99.3% | 98.3% | 97.4% | ≥ 98.0% | |||
| STS | Organizational Resilience - Operational Performance | Scheduled Service Delivery - STS ⓘ | 99.4% | 98.8% | 99.5% | 98.7% | 98.1% | - | - |
| Safety & Security | Organizational Resilience - Safety Performance | Collision Rate Rail: Blue Line ⓘ | 0.0 | 0.0 | 0.5 | 0.7 | 0.0 | ≤ 1.0 | |
| Collision Rate Rail: Gold Line ⓘ | 0.0 | 0.0 | 0.0 | 3.2 | 0.0 | ≤ 2.0 | |||
| Collision Rate: Fixed Route ⓘ | 1.0 | 0.8 | 0.4 | 0.4 | 0.7 | ≤ 1.0 | |||
| Collision Rate: STS ⓘ | 0.2 | 0.4 | 0.4 | 0.0 | 0.2 | ≤ 1.0 | |||
| Injury Rate: Blue Line ⓘ | - | - | - | - | 0.0 | ≤ 1.0 | |||
| Injury Rate: Fixed Route ⓘ | - | - | - | - | 1.9 | ≤ 1.0 | |||
| Injury Rate: Gold Line ⓘ | - | - | - | - | 0.0 | ≤ 1.0 | |||
| Injury Rate: STS ⓘ | - | - | - | - | 1.4 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Blue Line ⓘ | 0.5 | 0.5 | 0.4 | 0.3 | 0.5 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Fixed Route ⓘ | 1.2 | 0.8 | 0.9 | 0.9 | 0.7 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: Gold Line ⓘ | 0.2 | 1.1 | 1.6 | 0.9 | 0.2 | ≤ 1.0 | |||
| Major Mechanical Vehicle Failure Rate per 100k: STS ⓘ | 2.8 | 2.6 | 1.3 | 0.6 | 0.6 | ≤ 1.0 | |||
| Organizational Resilience - Security Performance | Crime and Security Incident Rate per X Trips - TOTAL ⓘ | 26.0 | 26.0 | 18.0 | 26.0 | 21.0 | - | - | |
| Rail Fare Enforcement Citations per Million Boardings ⓘ | 430.0 | 30.0 | 93.0 | 772.0 | 218.4 | - | - | ||
| Rate of Assaults on Transit Workers ⓘ | - | - | - | - | 0.0 | = 0.0 | |||
| Rate of Assaults on Transit Workers Rail: Blue Line | 0.0 | 0.0 | 0.0 | 0.0 | 0.0 | = 0.0 | |||
| Rate of Assaults on Transit Workers Rail: Gold Line | 0.0 | 0.0 | 0.0 | 0.0 | 0.0 | = 0.0 | |||
| Rate of Assaults on Transit Workers: Fixed Route | 0.0 | 0.0 | 0.2 | 0.0 | 0.0 | = 0.0 | |||
| Rate of Assaults on Transit Workers: STS | 0.0 | 0.0 | 0.0 | 0.0 | 0.0 | = 0.0 | |||
| Survey Research | Employee Success | Employee Wellbeing ⓘ | - | - | - | - | - | - | - |
| Overall Satisfaction with the Job ⓘ | - | - | - | - | - | - | - | ||
| Pride of Affiliation ⓘ | - | - | - | - | - | - | - | ||
| Willingness to Recommend ⓘ | - | - | - | - | - | - | - | ||
| Exceptional Customer Experience | Perception of On-time Performance ⓘ | - | 74.4% | 74.4% | 74.4% | 74.4% | - | - | |
| Perception of On-time Performance - Fixed Route | - | 66.1% | 66.1% | 66.1% | 66.1% | - | - | ||
| Perception of On-time Performance - Rail | - | 82.7% | 82.7% | 82.7% | 82.7% | - | - | ||
| Perception of On-time Performance - STS | - | - | - | - | - | - | - | ||
| Ridership - Fixed ⓘ | - | 24.4% | 24.4% | 24.4% | 24.4% | - | - | ||
| Ridership - Paratransit ⓘ | - | 20.0% | 20.0% | 20.0% | 20.0% | - | - | ||
| Ridership - Rail ⓘ | - | 28.7% | 28.7% | 28.7% | 28.7% | - | - | ||
| Ridership - Vanpool ⓘ | - | - | - | - | - | - | - | ||
| Willingness to Recommend ⓘ | - | 87.8% | 87.8% | 87.8% | 87.8% | - | - | ||
| Willingness to Recommend - Fixed Route | - | 83.6% | 83.6% | 83.6% | 83.6% | - | - | ||
| Willingness to Recommend - Rail | - | 92.0% | 92.0% | 92.0% | 92.0% | - | - | ||
| Willingness to Recommend - STS | - | - | - | - | - | - | - | ||
| Organizational Resilience - Operational Performance | Cleanliness ⓘ | - | 71.3% | 71.3% | 71.3% | 71.3% | - | - | |
| Cleanliness - Fixed Route | - | 65.1% | 65.1% | 65.1% | 65.1% | - | - | ||
| Cleanliness - Rail | - | 77.5% | 77.5% | 77.5% | 77.5% | - | - | ||
| Cleanliness - STS | - | - | - | - | - | - | - | ||
| Organizational Resilience - Safety Performance | Perceptions of Safety ⓘ | - | 85.0% | 85.0% | 85.0% | 85.0% | - | - | |
| Perceptions of Safety - Fixed Route | - | 84.0% | 84.0% | 84.0% | 84.0% | - | - | ||
| Perceptions of Safety - Rail | - | 86.1% | 86.1% | 86.1% | 86.1% | - | - | ||
| Perceptions of Safety - STS | - | - | - | - | - | - | - | ||
| Positive Community Impact | Number of New Riders ⓘ | - | - | - | - | - | - | - | |
| Reputation ⓘ | - | 78.4% | 78.4% | 78.4% | 78.4% | - | - |