Outsourcing Transit Management Services at WKU

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Outsourcing Transit Management Services at WKU

• Jennifer I. Tougas, Ph.D.
• Parking and Transportation Services, WKU

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WKU Profile
Student Enrollment (Bowling Green, FY07) 16,063
Student Residents 5,028
Commuters 11,035
Campus Size 200 Acres, Landlocked
Remote Campus S Campus, 2 mi South
Park and Ride 370 Parking Spaces
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Fleet Composition
Number of Vehicles
High floor 35 Bluebirds 2
Low floor 40 Bluebirds 2
Low floor 40 Gilligs 5
ADA Van 1
TOTAL 10
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Service Profile
Mon - Fri Mon - Fri
Route Min Max Sat Sun
South Campus 2 4 0 0
Inner Loop 1 2 0 0
Shopping Shuttle 1 2 1 0
TOTAL 4 8 1 0
Paratransit Service By appointment and on
demand, Mon Fri Late Night Provide A Ride
contracted w/ local taxi. Free w/ WKU ID Mon
Wed 10 PM 2 AM Thu Sat 10 PM 3 AM
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Annual Ridership
Fiscal Year Rides
FY03 139,000
FY04 140,000
FY05 149,000
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Why Outsource Transit at WKU?

• Small market small operation
• Non-competitive salaries for job position
• No local alternative or in house knowledge
• Three failed job searches
• Only 2 applicants in three searches w/ transit
  experience
• Offered job to one, but declined due to salary
  offer
• Culture of outsourcing management services
  already existed on campus

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Services Requested in RFP

• Implementation of SOPs
• Develop driver training
• Improve service efficiency
• Lead strategic planning and budgeting
• Assist with risk management assessment
• Build relationship with local transit
• Promote transit on/off campus

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Evaluation Criteria

• Quality of proposed personnel
• Experience on University campuses
• References
• Company resources and support personnel available
  to resident manager
• Costs
• Quality of proposal
• Proof of financial stability

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Results

• Selected McDonald Transit to provide Resident
  General Manager.
• Alonda Massey joined WKU in Nov., 2006.
• Expanded contract to include a Mechanic in Feb.,
  2008.

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Changes Implemented

• Set and publicized routes and schedules
• Set higher expectations for customer services of
  drivers
• Improved reliability of service
• Kept buses on the road during breaks
• Cut down on overtime and down time
• Adapted routes to physical changes on campus

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Results

• Improved efficiency of the operation
• Improved emphasis on customer service
• Improved ridership

Fiscal Year Rides
FY03 139,000
FY04 140,000
FY05 149,000
FY06 222,000
FY07 389,000
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Pros and Cons

• PROs ( Successes)
• Availability of McDonald Transit knowledge base
• Bring established SOPs
• Responsive to strategic planning needs
• More bang for the buck
• Significant improvements to service

• CONs ( Challenges)
• Adjusting to WKU university culture
• GM reports to two bosses
• Aligning expectations with University needs
• General resistance to change by drivers

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