Better to Build – Better to Operate

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John Waterhouse

John Waterhouse

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  • 1. Passenger Perspective Elliott Bay Design Group LLCBetter to Build – Better to Operate Presented by John Waterhouse, P.E. Midyear TRB Ferry Committee Meeting August 2012
  • 2. Outline• Challenge• Process• Results
  • 3. Challenge• Identifying the needs ▫ Expressed ▫ Latent• Identifying the constraints ▫ Regulations ▫ Existing Infrastructure ▫ Service Level/Budget
  • 4. Example - Passenger/Vehicle Loading
  • 5. Process• Familiarization• Stakeholder Identification• Outcome Definition• Data Collection• Analysis• Report & Recommendations
  • 6. Familiarization
  • 7. Stakeholder Identification• Passengers ▫ Commuters ▫ Daytime Local Residents ▫ Nighttime Local Residents ▫ Tourists ▫ Elderly ▫ Special Needs
  • 8. Passengers
  • 9. Outcome Definition• What questions are needing to be answered?• When is the information required?• How will budget constraints will limit the data collection?• Who will review the results? ▫ Operations staff ▫ Planning staff ▫ Public officials (non-technical) ▫ Citizens (of all stripes)
  • 10. Data Collection• Desktop Research• Surveys ▫ Intercept ▫ Mail (Traditional & email) ▫ Telephone• Interviews ▫ Individuals ▫ Focus Groups• Field Observations
  • 11. Intercept Surveys• Onboard Surveys by Halcrow in October 2009• 489 Useable/136 Not Useable• Most surveys collected from 7 am to 8 pm
  • 12. Passenger FeedbackHow to best Spend $1000 Mean Std. Dev RankImproved facilities on board vessels (seats, decks, toilets, etc.) 130.3 287.5 1Increased frequency of weekend service (every 15 minutes) 116.8 229.1 2Service always within 5 minutes of scheduled timetable 115.3 263.1 3Increased frequency of late night service (every half hour) 113.9 230.9 4Advance information by text message or email about delays / cancellations 103.1 233.3 5Improved food service on board vessels 78.9 215.6 6Improved cleanliness of restrooms 71.6 214.9 7Improved facilities at terminals (seats, toilets etc ) 67.1 196.8 8Feel safe at all times on board and in terminals 51 179.7 9Free WiFi available on board vessels and at terminals 49 163.5 10
  • 13. Field Observations
  • 14. Analysis• Be open to widening the questions• Bad ground rules begets bad results• Sensitivity checks are valuable• Statistical validity
  • 15. Report & Recommendations• Loading/Unloading is critical ▫ On time performance improvements ▫ Reduced fuel consumption ▫ Reduction in injury claims ▫ Less confusion for infrequent riders• Minimize changes in direction• Allow adequate decision time• Use colors and signage strategically
  • 16. Opportunities for Operators• Establish a baseline – Its difficult to measure progress without one• Network with your peers – No shame in using someone elses good idea• Progress is getting 1000 details right• Use lessons from other businesses ▫ Disney theme parks ▫ Princess Cruise Lines ▫ Southwest Airlines