Passenger Perspective     Elliott Bay Design Group LLCBetter to Build – Better to Operate                Presented by John...
Outline• Challenge• Process• Results
Challenge• Identifying the needs ▫ Expressed ▫ Latent• Identifying the constraints ▫ Regulations ▫ Existing Infrastructure...
Example - Passenger/Vehicle Loading
Process•   Familiarization•   Stakeholder Identification•   Outcome Definition•   Data Collection•   Analysis•   Report & ...
Familiarization
Stakeholder Identification• Passengers ▫   Commuters ▫   Daytime Local Residents ▫   Nighttime Local Residents ▫   Tourist...
Passengers
Outcome Definition• What questions are needing to be answered?• When is the information required?• How will budget constra...
Data Collection• Desktop Research• Surveys ▫ Intercept ▫ Mail (Traditional & email) ▫ Telephone• Interviews ▫ Individuals ...
Intercept Surveys• Onboard Surveys by Halcrow in October 2009• 489 Useable/136 Not Useable• Most surveys collected from 7 ...
Passenger FeedbackHow to best Spend $1000                                                     Mean    Std. Dev   RankImpro...
Field Observations
Analysis•   Be open to widening the questions•   Bad ground rules begets bad results•   Sensitivity checks are valuable•  ...
Report & Recommendations• Loading/Unloading is critical ▫   On time performance improvements ▫   Reduced fuel consumption ...
Opportunities for Operators• Establish a baseline – Its difficult to  measure progress without one• Network with your peer...
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Better to Build – Better to Operate

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John Waterhouse

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Better to Build – Better to Operate

  1. 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. 2. Outline• Challenge• Process• Results
  3. 3. Challenge• Identifying the needs ▫ Expressed ▫ Latent• Identifying the constraints ▫ Regulations ▫ Existing Infrastructure ▫ Service Level/Budget
  4. 4. Example - Passenger/Vehicle Loading
  5. 5. Process• Familiarization• Stakeholder Identification• Outcome Definition• Data Collection• Analysis• Report & Recommendations
  6. 6. Familiarization
  7. 7. Stakeholder Identification• Passengers ▫ Commuters ▫ Daytime Local Residents ▫ Nighttime Local Residents ▫ Tourists ▫ Elderly ▫ Special Needs
  8. 8. Passengers
  9. 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. 10. Data Collection• Desktop Research• Surveys ▫ Intercept ▫ Mail (Traditional & email) ▫ Telephone• Interviews ▫ Individuals ▫ Focus Groups• Field Observations
  11. 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. 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. 13. Field Observations
  14. 14. Analysis• Be open to widening the questions• Bad ground rules begets bad results• Sensitivity checks are valuable• Statistical validity
  15. 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. 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
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