MTA Performance Improvement
MTA’s Performance Improvement
Welcome to the MTA’s Performance Improvement Website!
The Maryland Department of Transportation’s Maryland Transit Administration (MTA) is implementing a business-like approach to managing and delivering safe, efficient and reliable transit service across Maryland with world-class customer service. One way we are driving toward this vision is by measuring key performance indicators to ensure accountability for results. Those metrics are:
2. On-Time Performance
This web page will engage our riding public by providing key performance indicators for MTA service and cultivate public interaction regarding our service. MTA’s goal is to create a high-quality transit system that provides exceptional service to riders who depend on the MTA for daily living and who view MTA’s services as a great alternative to private transportation. Again, we are striving to become an exceptional organization that delivers safe, efficient and reliable transit with world-class customer service delivered by employees who care and are committed to excellence.
We greatly value your comments and/or suggestions regarding this web page. Please feel free to contact us at http://mta.maryland.gov/contact-mta or (410) 539-5000 (toll free: 1-866-RIDE-MTA [1-866-743-3682]), Monday through Friday from 6am - 7pm. Just mention the ‘Performance Improvement Website in your comment. Thank you!
The MTA measures the number of rides it provides in a metric called 'Ridership.' This metric is important because it allows the MTA to understand how decisions and actions impact ridership levels. This data enables the MTA to effectively make changes based on demand for our service, such as connecting riders to a new job center.
The local bus system has experienced multiple years of ridership growth with numbers ranging from 18 million to 20 million rides a quarter. The second quarter of Fiscal Year 2015 (October 2014 through December 2014) stands as a high watermark with roughly 20.5 million rides.
Rail and Commuter Bus
The following graph describes ridership for Metro Subway, Light Rail, MARC and Commuter Bus. While Local Bus accounts for roughly 2/3 of all MTA ridership, the rail systems are the second most used modes averaging 2 million rides per quarter.
Mobility has substantially increased ridership over the last few years. There were roughly 531,000 rides on Mobility and 199,000 on Call-A-Ride in the second quarter of FY18, which shows steady increases over time.
Ridership Goal: Improve existing service to help increase ridership on all MTA modes.
Ridership Improvement Plan: Continually improve the customer experience by increasing on-time performance, and the overall level of MTA customer service. Additionally, focus on connecting more people with jobs and opportunities in the region by meeting the changing needs of new and current job centers and residential developments.
ON TIME PERFORMANCE
On-Time Performance (OTP) is a key measurement tool for the MTA that tracks how often the various MTA modes are running on schedule, which reflects the reliability of our service. Meeting our OTP goals is essential for maintaining customer satisfaction and increasing ridership.
LocalLink and Express BusLink by Service Adjustment
Data based on Automatic Passenger Counter (APC) numbers.
CityLink Weekly Headway Performance
Mobility has shown significant improvements over the last seven quarters.
Metro, MARC and Light Rail
Metro OTP usually fluctuates between 95% and 97%. Light Rail also tends to fluctuate between 95% and 97%. MARC Train has increased from 87.9% in FY14 and maintained an OTP above 90%.
Core Bus – 80%
Light Rail – 95%
Metro Subway – 95%
MARC Train – 93%
Mobility – 92%
OTP Improvement Plan: Improving Local Bus OTP will be the main focus to better serve the largest number of riders. Governor Hogan announced BaltimoreLink. A redesign of MTA’s Baltimore local bus service to improve transit schedules, making them more realistic and in line with current ridership, and traffic patterns.
ABBREVIATIONS, TERMINOLOGY AND NOTES
The following list describes abbreviations and terms, and provides notes to clarify language used on this web page.
- Mode – A type of transit service. The MTA has six modes (Commuter Bus, Light RailLink, LocalLink, MARC Train, Metro SubwayLink and MobilityLink).
- Ridership – A measure of passenger trips on an MTA mode. The industry term is ‘unlinked-passenger-trips.’ It should not be confused with the number of people who ride the MTA’s service because a single person tends to ride the system multiple times a day. Likewise, because the MTA does not track people as they move through the system, a person who transfers from one bus to another is counted as two distinct rides. This is in line with how transit systems report ridership across the nation.
- OTP (On-Time Performance) – A measure of how often service arrives on time.
- FY (Fiscal Year) – The calendar year in which a fiscal ends. The MTA’s fiscal year begins July 1 and ends June 30 of the following year. So, FY15 begins July of 2014 and ends June of 2015.
- CY (Calendar Year) – The calendar year that begins January 1 and ends December 31 of the same year.
- Q1, Q2, Q3 or Q4 – Abbreviations for the quarters of a fiscal or calendar year. Q1 of a fiscal year is July through September of that year. Q1 of FY15 is July 2014 through September 2014.
The MTA’s fiscal year (FY) begins on July 1 of the calendar year. For example, FY 2010 begins on July 1 of 2009. Data is either reported quarterly or annually, depending on the nature of the data.
Quarter 1: July – September
Quarter 2: October – December
Quarter 3: January – March
Quarter 4: April – June