Performance trends

Why is this measure important?

On time performance is a critical measure of how well Ride On is serving the community. Riders expect the bus to be on time so they can properly plan their trips. This metric allows transit planners in DOT to refine schedules to ensure accurate and dependable service.

Methodology note: On time performance is measured on each route, each bus trip, each day of the week at time points only. Each route has 4 or 5 time points. A bus trip is considered on time if it arrives at the time point no more than 2 minutes early or no more than 7 minutes late comparing the actual arrival to the scheduled arrival. The scheduled arrival accounts for normal ridership levels, normal traffic conditions and normal operating conditions based on historical data. When there are exceptions to the normal operating conditions, on time performance can be reduced.

Factors contributing to current performance

  • On Time Performance is enhanced by newer buses, in FY18 Ride On added 17 buses and replaced 38 others with brand new vehicles and in FY19 Ride On will replace 26 buses. 2018 and 2019 buses will improve reliability and consistency in system performance;
  • FY18 enhanced operational management of the dispatch desk and daily service ensuring buses are beginning trips on time. Street supervision in coordination with Central Dispatch is used to assist bus operators in enhancing on time performance with hands on direction in the field;
  • The use of the GPS tracking of each bus ensures better on time performance through management of the system through the Central Dispatch function; and,
  • Through constant communication from Central Dispatch, bus operators are informed of their ongoing on time performance and are notified when they are not in compliance with posted schedule.

Factors restricting performance improvement

  • Unusual road congestion such as: road construction projects, detours and traffic crashes;
  • Operator turnover which causes new or relief operators that are not the normal operators for a route and are not familiar with the route can affect arrival times;
  • Poor weather conditions;
  • Unforeseen changes in ridership patterns;
  • Wheelchair and bicycle boardings increase dwell time at bus stops impacting overall travel time;
  • Loading value onto farecards on the bus.

Performance improvement plan

  • Continued refinement of the service using historical data is critical to maintaining high quality service
  • The dispatch desk and management is working with operators to facilitate leaving depot on time
  • Operators are briefed monthly on how we are doing and supervisors meet with individuals on timeliness and service impediments


Scheduled Ride On roundtrip circuits missed, in whole or in part, per 1,000 roundtrip circuits