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File #: 2017-0606   
Type: Informational Report Status: Agenda Ready
File created: 9/6/2017 In control: System Safety, Security and Operations Committee
On agenda: 11/16/2017 Final action:
Title: RECEIVE AND FILE Report on Review of Metro Rail Service Disruptions.
Sponsors: Board of Directors - Regular Board Meeting
Indexes: Budgeting, Informational Report, Light rail vehicles, Maintenance, Metro Blue Line, Metro Gold Line, Metro Red Line, Rolling stock, Safety and security, Service disruption, State Of Good Repair, Surveys, Traction
Attachments: 1. Attachment A - Final Rpt Review of Metro Rail Service Disruptions 10-24-17 revised v2, 2. Attachment B - Mgmt Response to Report, 3. Presentation - Service Disruption Review
Meeting_Body
SYSTEM SAFETY, SECURITY AND OPERATIONS COMMITTEE
AD HOC CUSTOMER EXPERIENCE COMMITTEE
NOVEMBER 16, 2017

Subject
SUBJECT: OFFICE OF THE INSPECTOR GENERAL REPORT
ON REVIEW OF METRO RAIL SERVICE DISRUPTIONS

Action
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE Report on Review of Metro Rail Service Disruptions.

Issue
ISSUE

The Metro Office of the Inspector General conducted a customer impact focused study on rail service disruptions to consider whether state of good repair priorities should be adjusted to improve the customer experience. Historically, Metro has based capital investments on the priorities of the agency, expertise of asset managers, and age of transit assets and infrastructure. Recently, the agency has begun conducting asset condition surveys, which will allow better capital investment priorities. We understand that these efforts may take several years. Therefore, we conducted this study with the assistance of a rail expert, The Wathen Group (TWG), a small woman owned business enterprise, to first identify and evaluate the top incidents causing delay for each rail line, and then determine if the issues causing delays are being addressed and appropriate state of good repair (SGR) investments are being made to reduce their reoccurrence. This customer impact based study is complementary to the agency's on-going asset condition surveys as it re-prioritizes its capital repair and replacement plans.

Discussion
DISCUSSION

A primary goal of Metro and its Board is to improve the customer experience. For the Operations Department, this includes developing and improving in-service on-time performance, and implementing efficient and effective transit service. The Operations and Risk Management Departments support this agency goal by implementing an industry leading SGR program that will improve reliability, prioritize the performance of scheduled and preventive maintenance of assets, meet SGR goals, ...

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