City of West Covina

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City of West Covina
Green Line Evaluation
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Presented By
California State Polytechnic University,
Pomona Graduate Students
Ana Rosales Enrique Salgado Shannon
Williams Alicia Velazquez
Joanne Coletta Jim Jobst Leticia Llamas Kelly
McDonald
Dr. Sandra Emerson
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Background Context
Presented by Joanne Coletta
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Needs to Be Met By the Program
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Project Description

• Target Population
• Program History, Funding Issues
• Program Implementation Rationale

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Project Description
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Project Description

• Program History
• Funding
• Issues

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Program Implementation Rationale
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Study Questions Criteria
Study Designs Methods
Presented by Leticia Llamas
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Study Questions
What is the one thing we should know about
the city Green Line?
What is the one thing you would like to know
by the end of the project?
What are important criteria what kind of
evidence do you need?
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Criteria
Diversity
Shift in Patron Needs
Quality and Viability
Impact on Quality of Life
Impact of Service on Business
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Study Designs Methods
Ridership Survey
Records Analysis
Field Observation
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Study Designs Methods
Records Analysis

• Data Reports from Contractor
• Budget Expenditure Reports from City

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Study Designs Methods
Ridership Survey

• Demographics
• Purpose of Travel
• Satisfaction with Service
• Areas for Improvement

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Study Designs Methods

• Activity Within The Bus
• Bus Stop Conditions

Field Observation
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Records Analysis
Presented by Enrique Salgado
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Cost Comparison
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Red/Blue Ridership Trend
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Green Ridership Trend
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Field Observations and Quality of Service Findings
Presented by Alicia Velazquez
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Research Questions

• Bus users

• Schedule

• Bus Condition

• Drivers

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Description of Findings (Users)
On Average 10 users per bus ride
(Adults 2, Youth 7, Seniors 1,
Disabled 0)
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Description of Findings (Schedule)
31 Trips 54 on schedule,
45 off schedule
(2 min)
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Description of Findings (Conditions)
1 No Problem 2 3 Limited Problem 4 5 Widespread Problem
Bus stop Conditions
Bus Conditions
Bus Safety
Bus Noise
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Explanation of Findings (Bus Stop Conditions)
Lark Ellen/ Francisquito max rating
4 Shadow Oaks/ Nogales max rating 5
Sentous/ Valley max rating 5
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Description of Findings
Courtesy of Drivers
1 Rude/ Sullen 2 3 Civil/ Polite 4 5 Friendly/ Helpful

3 Does Not Necessarily Denote a Problem.
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Field Observations
Presented by Enrique Salgado
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Field Observations
Rider Traffic

Weekend

Weekday
147 more
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Field Observations
Noise Levels
Morning
Mid Day
Afternoon and Evening



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Field Observations
Driver Courtesy
Morning
Mid Day
Afternoon and Evening
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Customer Survey
Presented by Kelly McDonald
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The Survey
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The Survey
Two Surveys User Non-User
Demographics (Ranges)
Purpose of Trip Spending (Ranges)
Satisfaction Alternatives or Why Not Using
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Implementation
Implementation
Conduct the Survey
Data Analysis
The Bait
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Customer Satisfaction
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Suggested Improvements
31.3 Bus Schedule
7.8 Stop Locations
7.8 Transfers
6.3 Driver Courtesy
39.1 No Comment
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Where Are Riders Going?
32.6 Senior Center
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Where Are Riders Going?
34.2 Shopping
15.9 Westfield, Eastland, Fashion Square
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Data Suggests
Boarding - Departure
Incidental shopping at South-end outlets
Estimated Spending
Transfer to Other Lines
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Summary
Achieving Objectives
Some Improvements - High Satisfaction
As Defined - Highly Effective Service
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Respondent Description Inferences
Presented by Shannon Williams
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Description of Customer Survey Respondents

• 102 Respondents

• Mix of Youth, Adults, Seniors

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Characteristics of Customer Survey Respondents
Customer Survey Respondents by Age Categories
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Customer Survey Respondents by Gender
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Customer Survey Respondents by Income Groups
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Respondents Use of West Covina Transit System
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Customer Survey Inferences
Satisfaction regarding bus safety differences by
age categories
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Satisfaction with bus schedule differences by age
categories
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Open-Ended Survey
Suggestions for Improvements
Bus Schedule
Bus Stops

• More often

• Travel in both directions

• Coordinate with FHT

• More stops

• Information on connections

• Shelters

• Visible bus signs

• Transfer

Politeness

• Slowing down at stops waiting

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Alternative transportation if no transit by age
groups
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Association of transfer satisfaction with
schedule satisfaction
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Conclusion

• Overall Satisfaction is high

• Serves the South-end

• Seniors are critical of bus safety bus schedule

• Users are concerned with transfers to other
  systems

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Conclusions Recommendations
Presented by Ana Rosales
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Conclusions

• Customers Receptive and Satisfied.
• 25 of respondents did not know what they
• would do for transportation.
• Others would walk, Foothill Transit, friends,
  
• relatives, or taxi.

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Productivity

• Green Line has 10 persons per ride

Favorable Comparison
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Problems with Bus Schedule

• Persons transferring to other bus lines are more
  positive.
• Strained communication between driver and
  seniors.

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Recommendations
Bus Stop Visibility Bus Driver Interaction With Riders Web Site Accessibility
Increase Ridership Improved Data Accuracy Let West Covina Take You For A Ride.
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Bus Stop Visibility

• Bus stop schedule should contain all stops being
  made.

• Bus stops should be identified on all stops with
  reflective paint.

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Driver Interaction with Riders

• Train Drivers to interact with riders in effort
  to increase patronage

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Increase Ridership

• Increase Ridership by promoting a Let West
  Covina take You For a Ride

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Web Site Accessibility

• Include southbound, northbound, weekend and
  weekday bus stop schedule on web site on one
  page.
• Direct hyperlink of Bus stop schedule via
  internet should be accessible on West Covina
  Home page.

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Improved Data Accuracy

• Data gathering mechanism be reviewed and
  monitored to assure information is reliable.
• Random sampling methods of reports be reviewed
  during the year to assure accuracy of data.

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Thank You for Your Attention
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