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)
Data Collection• Desktop Research• Surveys ▫ Intercept ▫ Mail (Traditional & email) ▫ Telephone• Interviews ▫ Individuals ▫ Focus Groups• Field Observations
Intercept Surveys• Onboard Surveys by Halcrow in October 2009• 489 Useable/136 Not Useable• Most surveys collected from 7 am to 8 pm
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
Analysis• Be open to widening the questions• Bad ground rules begets bad results• Sensitivity checks are valuable• Statistical validity
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
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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