Performance Management Accountability Meeting Data as of October, 2012

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1 Performance Management Accountability Meeting Data as of October, 2012 Richard A. Davey, Secretary & CEO Office of Performance Management and Innovation Celia J. Blue, Assistant Secretary November 27, 2012

2 Table of Contents EXECUTIVE SUMMARY... 3 MASSDOT GOALS... 4 ORGANIZATION-WIDE PERFORMANCE DASHBOARD... 5 AERONAUTICS PERFORMANCE DASHBOARD... 6 AERONAUTICS SAFETY... 7 AERONAUTICS FISCAL RESPONSIBILITY... 8 HIGHWAY PERFORMANCE DASHBOARD... 9 HIGHWAY SAFETY HIGHWAY CUSTOMER SERVICE HIGHWAY EMPLOYEES HIGHWAY FISCAL RESPONSIBILITY HIGHWAY INNOVATION RAIL & TRANSIT PERFORMANCE DASHBOARD RAIL & TRANSIT SAFETY RAIL & TRANSIT CUSTOMER SERVICE RAIL & TRANSIT EMPLOYEES RAIL & TRANSIT FISCAL RESPONSIBILITY RAIL & TRANSIT INNOVATION RMV PERFORMANCE DASHBOARD RMV SAFETY RMV CUSTOMER SERVICE RMV FISCAL RESPONSIBILITY MASSDOT EMPLOYEES... 38

3 Executive Summary MassDOT is currently underway with its Strategic Planning Refresh process. The Office of Performance Management and Innovation has been working with the Senior Leadership team to define an expanded set of goals, and metrics for Phase II of MassDOT s Performance Management. We will continue our efforts to drive improvements in our data collection, analysis, and reporting. As we build on the areas in which we are performing well, we will strive for improvement in areas that do not meet our expectations of excellence. Through a process of continuous innovation and improvement we will move toward our vision of national leadership in results driven management. Below is a summary of Division highlights contained in this report. Aeronautics Airport inspections are behind schedule but are projected to meet calendar year-end target. Highway Bridge health is meeting expectations. IRI measure of pavement conditions exceeds target for FY2011. NHS roadway conditions for FY2011 did not meet PSI expectations. On-time projects need improvement. On-budget projects have improved and are close to expectations. MBTA/ Rail and Transit On-time performance improving on several lines. Other data not available. RMV Junior Operator accidents data status changed to Development as it appears data collection process might be unreliable and needs further review. Branch and call center wait times have improved but are not meeting expectations. Road test wait times have increased. ALARS system upgrade is on schedule. 3

4 MassDOT Goals Vision: Leading the Nation in Transportation Excellence Mission: Deliver excellent customer service to people who travel in the Commonwealth, and provide our nation s safest and most reliable transportation system in a way that strengthens our economy and quality of life. We are one transportation organization focused on customer service and safety. MassDOT Goals: (draft) Safety Work with unwavering commitment to the safety of the public and employees. Minimize risks and injuries through thoughtful design, construction, oversight and employee empowerment. Customer Service Deliver superb service that both anticipates and responds to customer needs. Move vehicles and people in ways that give them their time back by creating system wide efficiencies. Employee Engagement Maintain a working environment that is diverse, challenging and accommodating; support and encourage employees using clear objectives. Treat our employees as our internal customers and give them the tools necessary to excel at their jobs. Fiscal Responsibility Invest and manage public funds and other resources wisely. Instill a dedication to thrift across our organization. Innovation Pursue constant improvement in our work and services. Create an environment where employees are eager to use their talents to find better ways to do business and deliver service. 4

ORGANIZATION-WIDE PERFORMANCE DASHBOARD Data through October 2012 unless otherwise noted Goals Safety Customer service Employees Fiscal responsibility

5 ORGANIZATION-WIDE PERFORMANCE DASHBOARD Data through October 2012 unless otherwise noted Goals Safety Customer service Employees Fiscal responsibility Innovation Performance Key Meeting or exceeding expectations Needs Improvement / Data missing Not meeting expectations Aeronautics Highway Rail & Transit RMV 5

6 PERFORMANCE DASHBOARD Aeronautics Division Aeronautics sub-goals Status Trend Measured period Current Prior Target this period Weight Notes Safety Inspect 36 public-use airports per calendar year Monthly High Loss of staff delayed airport inspections until May Customer service Ensure that construction projects are trending on-time, pilot 6/30/2013 Low - Employees Participate in "How Can I Help You Today?" training Stable On-track On-track High - Fiscal responsibility Ensure that operating expenses are at or below operating budget (YTD) Disburse 90% of the airport capital budget by the state fiscal year end Ensure construction projects are trending onbudget, pilot Innovation Monthly -34% -50% SFY 16.9% Development Expenses do not exceed budget High Data Represents Q1 of State Fiscal Year % High - 6/30/2013 Low - Performance key Meeting or exceeding expectations Needs improvement Not meeting expectations / Data missing Aeronautics Highway Rail & Transit RMV 6

7 Aeronautics Safety Number of Public-Use Airports Inspected (YTD) Target * May June July August September October 2012 *Staffing changes during the year resulted in airport inspections starting in May 7

8 Aeronautics Fiscal Responsibility Operating Seasonally adjusted operating expense budget vs. YTD actual July September 2012 (FY 2013) Actual Budgeted Variance $92,000 $140,000 -$48, % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Airport Capital Budget Disbursement Through October Data currently unavailable Capital 16.9% State Fiscal Year 8

9 PERFORMANCE DASHBOARD Highway Division Highway sub-goals Safety Prevent the number of structurally deficient bridges from exceeding 463 Maintain at least a system-wide bridge health index* Reduce average incident clearing times by 5% from previous year (Min) Ensure that 70% of pavement on the National Highway System in good or excellent condition (IRI) Customer service Ensure that at least 90% of Interstate Roadways are in good or excellent condition (PSI) Ensure that at least 80% of construction projects are completed on time Develop a travel speed data collection pilot program on I-93 to inform statewide congestion metrics Status Trend Measured period Current Prior Target This Period Weight Improving Monthly High Notes Accellerated Bridge Program goal: Reduce the number of SD bridges to 450 by 2016 Declining Monthly High - Improving CY Medium Declining FFY 63.5% 66.6% > 70% High Improving FFY 98.1% 95.2% >90% High Refers to incidents within Route 128 Data displayed is from FY 2011 Data displayed is from FY 2011 Declining Monthly 55% 63% 80% High - Monthly Project benchmarks Medium - Performance key Meeting or exceeding expectations Needs improvement Not meeting expectations / Data missing Aeronautics Highway Rail & Transit RMV 9

10 Highway sub-goals Employees Reduce the number of workplace injuries by at least 10% from the previous year Participate in "How Can I Help You Today?" and "Performance Management Senior Staff" training Develop an engineering fellowship program Fiscal responsibility PERFORMANCE DASHBOARD Highway Division Status Trend Measured period Current Prior Monthly 16 Data missing Ensure that construction projects are on or under budget upon fiscal completion Ensure that projects are trending on budget at construction completion Target This Period 10% less than previous year Weight Notes High - Stable Monthly On-track On-track High - Stable Monthly On-track On-track Declining SFY -$3,851,173 -$21,315,647 Project benchmarks $0 above budget Medium - High 2012 data includes over $3M for Additional Funds for Extra Work orders in response to the Hurricaine Improving Quarterly 68% 63% 70% High - Ensure that the time between advertisements and notice to proceed does not exceed 120 days Improving FFY days Medium - Advertise at least 80% of projects that are planned (STIP) Complete an on budget and on time trending program (5 mega projects, 12 district projects) Ensure that operating expenses are at or below operating budget (YTD) Maintain forecasted cashflow for construction projects (YTD) Innovation Incorporate "Accelerated Bridge Program" best practices into all projects Reduce road salt use per inch by at least 5% from the previous year (tons of salt per inch of snow) Performance key Meeting or exceeding expectations Aeronautics Highway Rail & Transit RMV Improving SFY 91.4% 81.0% 80% High - Monthly Needs improvement Monthly -42% -57% Monthly Stable Monthly On-track On-track Seasonally 9,484 Not meeting expectations Expenses do not exceed budget Project benchmarks -5% from previous year Medium - High Data represents Q1 of State Fiscal Year 2013 High - Medium - / Data missing - 10

11 Highway Safety 520 Structurally Deficient Bridges Target Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Accelerated Bridge Program goal: reduce the number of SD Bridges to 450 by September, Bridge Health Index (out of >5,000 bridges) Target = Bridge Health Index (BHI) is the ratio of the current condition of each element to perfect condition that is expressed as a score from 0 to 100, with a value of 0 indicating all of a particular bridge s elements are in the worst condition Q Q Q Q Q Q Q Q Q Q Q1 11

12 Highway Safety 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Percent of NHS Roadways in Good or Excellent Condition - PSI* Target 70% 69% 67% 64% Federal Fiscal Year 12

13 Highway Customer Service 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Ensure that at least 70% of construction projects are completed on-time 72% 72% 72% 44 / 61 PROJECTS 44 / 61 PROJECTS 23 / 32 PROJECTS 93% 64% 7 / 11 PROJECTS Percent of Interstate Pavement in Good or Excellent Condition - IRI* Target 90% CURRENT PERIOD 64% 37 / 58 PROJECTS 80% 41 / 51 PROJECTS 69% 11 / 16 PROJECTS 95% 52% 13 / 25 PROJECTS 92% 71% 100% 85% 81% Q1 Q2 Q3 Q4 State Fiscal Year / 12 PROJECTS 5 / 7 PROJECTS 8 / 8 PROJECTS 98% Federal Fiscal Year 33 / 39 PROJECTS 29 / 36 PROJECTS Target 70% 46% 16 / 35 PROJECTS 13

14 Highway Employees Highway Engineering Fellowship Program Timeline 0% Complete 50% Complete 100% Complete 11/1/2012 6/13/2013 Highway Engineer Fellowship Program Established Program Materials Advertised Applications Available Receive Application Packets Interviews Offers Made Review Final Candidates Reviews/ Decisions 14

15 100% Highway Fiscal Responsibility Millions $30 $20 $10 $0 -$10 -$20 -$30 -$40 Construction Projects On or Budget at Fiscal Completion ( Additional Funds/Extra Work Orders ) 86 Contracts $21 Million 88 Contracts $34 Million 56 Contracts $2 Million 87 Contracts $23 Million 15 Contracts $5 Million 28 Contracts $9 Million 174 contracts 143 contracts 43 contracts State Fiscal Year Contracts Over Budget Contracts Budget Ensure that projects are trending on-budget at completion of construction *A project is considered fiscally complete when the final paperwork and material certification processes are complete 90% CURRENT PERIOD 86% 80% 70% 60% 50% 40% 30% 20% 10% 0% 75% Target 70% 73% 74% 72% 69% 68% 63% 60% 57% 52% 53% 53% 32 / 61 PROJECTS 42 / 61 PROJECTS 17 / 32 PROJECTS 46 / 77 PROJECTS 31 / 58 PROJECTS 37 / 51 PROJECTS 10 / 16 PROJECTS 17 / 25 PROJECTS 9 / 12 PROJECTS 6 / 7 PROJECTS Q1 Q2 Q3 Q4 State Fiscal Year % 3 / 8 PROJECTS 29 / 39 PROJECTS 26 / 36 PROJECTS 20 / 35 PROJECTS 15

16 Highway Fiscal Responsibility Length of Time between Advertisement and Notice to Proceed Days Target 120 Federal Fiscal Year Through 10/11/ % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Projects Planned (STIP) vs. Project Advertised Target 80% 80% 71% 81% 91% Federal Fiscal Year 16

17 Highway Fiscal Responsibility Operating Expense Budget Seasonally adjusted operating expense budget vs. YTD actual July September 2012 (FY 2013) Actual Budgeted Variance $48,238,000 $84,295,000 -$35,158,000 Construction: Budgeted vs. Actual Millions $1,000 $900 $800 $700 $600 $500 $400 $300 $200 $100 $0 Construction Budget Spent $859 $541 $594 $626 $645 $ State Fiscal Year Budgeted Actual * * Fiscal year 2013 data is YTD as of 10/24/12 17

18 Rail & Transit sub-goals Safety Reduce the number of year-to-date MBTA customer injuries by at least 10% from the previous year Reduce the YTD number of MBTA total crime incidents from the previous year Customer service Performance key Meeting or exceeding expectations Aeronautics Highway Rail & Transit RMV PERFORMANCE DASHBOARD Rail and Transit Division Status Trend Measured period Needs improvement Current Prior Yearly Data missing 487 Ensure that at least 95% of Red Line trips run on time Ensure that at least 95% of Orange Line trips run on time Ensure that at least 95% of Blue Line trips run on time Ensure that at least 95% of Commuter Rail trips run on time Ensure that at least 95% of MBTA customer inquiries are closed within 5 days Reduce the average MBTA response time to customer inquiries from the previous year (Days) Reduce MBTA customer call wait times from the previous year (Mins) Reduce the percentage of MBTA call abandonments from the previous year Maintain at least a 99% level of MBTA escalator availability Maintain at least a 99% level of MBTA elevator availability Increase fare gate up-time for North & South Stations & Back Bay Not meeting expectations Target this period -10% from previous year Weight Improving High High / Data missing Notes Data on graph is displayed monthly Data represents YTD from January 1st - October 24th Declining Monthly 96.4% 96.6% 95% High - Improving Monthly 91.7% 91.3% 95% High - Improving Monthly 95.5% 93.7% 95% High - Improving Monthly 90.2% 89.7% 95% High - Improving Monthly Data missing 81% Monthly Data missing 4.2 Declining Monthly Data missing 2.57 Declining Yearly Data missing 27% 95% within 5 days Decrease from previous year Decrease from previous year Decrease from previous year Medium - Medium - Medium - Medium - Declining Monthly 98.9% 99.1% 99% High - Improving Monthly 99.4% 98.9% 99% High - Monthly High - 18

19 Rail & Transit sub-goals Employees Participate in "How Can I Help You Today?" and "Performance Management" trainings Reduce the number of MBTA employee injuries resulting in lost time by at least 10% from the previous year Reduce the number of YTD assaults on employees Fiscal responsibility Ensure actual MBTA operating budget is at least 2% below projected operating budget Ensure that MBTA construction projects are completed on-budget Ensure that non-fare revenues meet or exceed budgeted amounts Ensure that Rail and Transit Division's operating expenses are at or below operating budget (YTD) Ensure that Rail and Transit Division's State and Federal award's approved funds Innovation Install countdown clocks in MBTA stations Pilot the Mobile ticketing on Commuter Rail project Re-develop MBTA Red line on-time performance data in collaboration with MIT PERFORMANCE DASHBOARD Rail and Transit Division Status Trend Measured period Current Prior Target this period Weight On-track On-track High - Declining Yearly - 10% from Data missing 470 Medium previous year Declining Data missing 4 High - Notes Data on graph is displayed monthly Improving Monthly -2.2% -1.2% < -2% below budget High Data is one month offset Yearly High - Monthly Data missing $9,942,122 Data missing Medium Data is one month offset Monthly 0% 0% Stable Yearly (State Fiscal Year) 62% 62% Expenses do not exceed budget No target this period Project Benchmarks Project Benchmarks Project Benchmarks High High Data is one month offset No target this period Medium - Medium - Low - Performance key Meeting or exceeding expectations Needs improvement Not meeting expectations / Data missing Aeronautics Highway Rail & Transit RMV 19

20 Rail and Transit Customer Service 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MBTA Red Line On-Time Performance 96.4% April May June July August September 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MBTA Orange Line On-Time Performance 91.7% April May June July August September Target 95% Target 95% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MBTA Blue Line On-Time Performance 95.5% April May June July August September 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Commuter Rail On-Time Performance 90.2% April May June July August September Target 95% Target 95% 20

Rail and Transit Customer Service Days 10 9 8

5 MBTA Customer Call Wait Times Minutes 3 2.

21 Rail and Transit Customer Service Days Average Response Time to MBTA Customer Inquiries May June July August September October MBTA Customer Call Wait Times Minutes May June July August September October

22 Rail and Transit Customer Service 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MBTA Escalator Uptime 98.9% April May June July August September Target 99% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MBTA Elevator Uptime 99.4% April May June July August September Target 99% 22

23 Rail and Transit Employees Recordable MBTA Employee Injuries Resulting in Lost Time (YTD) May June July August September October Recordable MBTA Employee Injuries Resulting in Lost Time May June July August September October

24 Rail and Transit Fiscal Responsibility MBTA seasonally adjusted operating expense budget vs. YTD actual July September 2012 (FY 2013) Actual Budgeted Variance $326,095,069 $333,419,427 -$7,324,358 0% -2% -4% -6% -8% MBTA 2% Operating Expense Reduction Initiative Year to Date May June July August September October -2.0% -1.9% -2.1% -1.2% -2.2% Data currently unavailable -10% Target -2% 24

25 Rail and Transit Fiscal Responsibility R&T seasonally adjusted operating expense budget vs. YTD actual* July September 2012 (FY 2013) Actual Budgeted Variance $104,792,000 $104,830,000 -$38,000 The majority of this budget is grants, subsidies, and contract assistance ($104,773,000) State and Federal Funds Distributed to Regional Transit Authorities* (YTD) $13,183,206 Federal $6,098,752 $5,980,066 $13,600,000 State $10,406,500 $10,396,336 Funds Approved Funds Awarded Funds Contracted *Does not include the MBTA 25

26 Rail and Transit Innovation MBTA Countdown Sign Installation Timeline 8/15/2012 9/1/2012 9/20/ /18/ /25/ /1/ /15/2012 1/31/2013 2/1/2013 3/1/2013 1st Sign: South Station (Red Line) Sign: Park Street (Red Line) Sign: Downtown Crossing (Red Line) Sign: Broadway (Red Line) Sign: Andrew (Red Line) Sign: Kendall/MIT Red Line Sign Installation Temporarily Ends Orange Line Sign Installation (Except Terminals) Red Line Sign Installation Resumes Blue Line Sign Installation Begins MBTA Mobile Ticketing Timeline Early November 2012 Late November 2012 Early 2013 Mobile Ticketing App Released to Stores North Side Launch (Single/10- Ride Tickets Only) Marketing Campaign Begins South Side Commuter Rail/Boat Launch All Lines Sell Single/10-Ride Digital Tickets Marketing Campaign Expands to Every Route Full Monthly Pass With Charlie Capabilities Launches (Approximate) 26

27 RMV sub-goals Safety Reduce the number of accidents caused by Junior Oerators resulting in citations to below the previous year Inspect each vehicle inspection station at least three times per year Customer service PERFORMANCE DASHBOARD Keep the statewide average branch wait time below 15 minutes Keep the statewide average call center wait time below 10 minutes Increase the number of online transactions to over the previous year Keep the average wait for road tests below 28 days Reduce the number of customer complaints from previous period Increase the customer compliments from previous year Employees Participate in "How Can I Help You Today?" and "Performance Management Senior Staff" trainings Fiscal responsibility % that operating expenses are below operating budget (YTD) Innovation Increase the number of RMV transactions conducted through industry partners from the previous year Install the new ALARS system Status Trend Registry Division Measured period Current Improving Yearly Prior Declining Monthly 7,139 7,587 Target this period Decrease from previous year Inspect each station 3X per year Weight High Notes Data represents accidents for August 2012 Low - Improving Monthly Minutes High - Improving Monthly Min 27.8 Min 10 Minutes High - Improving Yearly 372, ,472 Increase from previous year Medium - Declining Monthly Days Low - Yearly Yearly On-track On-track Monthly -14% -16% 759 Medium - Decrease from previous year Expenses do not exceed budget High - High - Stable Monthly Data missing Data missing 134,851 High - Monthly Project developmen benchmarks High - Performance key Meeting or exceeding expectations Needs improvement Not meeting expectations / Data missing Aeronautics Highway Rail & Transit RMV 27

28 RMV Safety 8,000 7,000 6,000 Number of Vehicle Inspection Station Audits (YTD) 7,139 5,000 4,000 Target ,000 2,000 1,000 0 May June July August September October

29 RMV Customer Service 30 Average Branch Wait Times Target 15 minutes Minutes May June July August September October Call Center Wait Times Minutes Target 10 minutes May June July August September October

30 RMV Customer Service 1,400 1,200 Online vs. Branch Transactions 1,000 Thousands % 79% 78% 73% 77% 69% 75% 76% 75% 76% 77% 72% 71% % 21% 22% 27% 23% 31% 25% 24% 25% 24% 23% 28% 29% Online Transactions Branch Transactions Days Average Wait for Road Tests Target 28 days May June July August September October

31 RMV Customer Service / Innovation 1,200 Transactions Completed at Automated Kiosks 1, May June July August September October ,000 Number of RMV Transactions Completed by Industry Partners (1,904 partners in total) 120, ,000 80,000 60,000 40, , , , , , ,435 20,000 0 May June July August September October

32 RMV Fiscal Responsibility Seasonally adjusted operating expense budget vs. YTD actual July September 2012 (FY 2013) Actual Budgeted Variance $12,725,000 $14,736,000 -$2,011,000 32

33 MassDOT - Employees "How Can I Help You Today?" Training 5,000 4,000 ( Target : Train 5,000 employees by 6/30/2013) 3,732 3,000 2,000 1,000 0 Performance Management Senior Staff Trained (YTD) /20/12 4/21/12 4/22/12 4/23/12 4/24/12 4/25/12 4/26/12 4/27/12 4/28/12 4/29/12 4/30/12 5/1/12 5/2/12 5/3/12 5/4/12 5/5/12 5/6/12 5/7/12 33

Annual Performance Report Proposal MassDOT SFY Prepared by OPM&I November, 2015

Annual Performance Report Proposal MassDOT SF 2015 Prepared by OPM&I ovember, 2015 Legislative Mandate Acts of 2009 Established the Office of Performance Management & Innovation Charged with working with