Course #F-03

Quality of Service Self Assessment and Transit Performance - Demand Response Transit (DRT) Service Standards

-Half Day Course-

This course examines the creation of methodologies to evaluate the effectiveness of transit performance in terms of the quality of service, and the ultimate transition of this self assessment to meaningful service standards. Using the TCRP Report 165, Transit Capacity and Quality of Service Manual, 3rd edition, 2013, service standards and service evaluation methods currently in use by class participants are evaluated and compared to best practices referenced in the Service Manual. Although the Service Manual addresses self assessment in terms of quality of service, service capacity and the speed and reliability of transit service, the emphasis is on demand response quality of service standards.

Objectives:

• Understand the purpose, objectives and applicability of the Transit Capacity and Quality of Service Manual (TCQSM)
• Understand the different types of DRT service addressed in the TCQSM
• Become familiar with the manual’s framework for evaluating DRT quality of service
• Understand the Quality of Service (QOS) measures used to evaluate the level of service provided
• Know the different service levels within each QOS measure
• Evaluate trade-offs between passenger satisfaction and transit agency needs in choosing different service levels
• Analyze your agency DRT service standards and compare to methods and techniques provided by the TCQSM
• Evaluate the trade-offs that you made between passenger satisfaction and agency resources and needs
• Understand how to apply the principals of QOS measures in the TCQSM to your own service standards