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Elliott Bay Design Group LLC Better to Build – Better to Operate Passenger Perspective Presented by John Waterhouse, P.E. Midyear TRB Ferry Committee Meeting August 2012
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Page 1: Better to Build – Better to Operate

Elliott Bay Design Group LLCBetter to Build – Better to Operate

Passenger Perspective

Presented by John Waterhouse, P.E.

Midyear TRB Ferry Committee MeetingAugust 2012

Page 2: Better to Build – Better to Operate

Outline

•Challenge•Process•Results

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Challenge

•Identifying the needs▫Expressed▫Latent

•Identifying the constraints▫Regulations▫Existing Infrastructure▫Service Level/Budget

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Example - Passenger/Vehicle Loading

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Process

•Familiarization•Stakeholder Identification•Outcome Definition•Data Collection•Analysis•Report & Recommendations

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Familiarization

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Stakeholder Identification

•Passengers▫Commuters▫Daytime Local Residents▫Nighttime Local Residents▫Tourists▫Elderly▫Special Needs

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Passengers

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Outcome Definition

•What questions are needing to be answered?

•When is the information required?•How will budget constraints will limit the

data collection?•Who will review the results?

▫Operations staff▫Planning staff▫Public officials (non-technical)▫Citizens (of all stripes)

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Data Collection

•Desktop Research•Surveys

▫Intercept▫Mail (Traditional & email)▫Telephone

•Interviews▫Individuals▫Focus Groups

•Field Observations

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Intercept Surveys

•Onboard Surveys by Halcrow in October 2009

•489 Useable/136 Not Useable•Most surveys collected from 7 am to 8 pm

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Passenger Feedback

How to best Spend $1000 Mean Std. Dev Rank

Improved facilities on board vessels (seats, decks, toilets, etc.) 130.3 287.5 1

Increased frequency of weekend service (every 15 minutes) 116.8 229.1 2

Service always within 5 minutes of scheduled timetable 115.3 263.1 3

Increased frequency of late night service (every half hour) 113.9 230.9 4

Advance information by text message or email about delays / cancellations 103.1 233.3 5

Improved food service on board vessels 78.9 215.6 6

Improved cleanliness of restrooms 71.6 214.9 7

Improved facilities at terminals (seats, toilets etc ) 67.1 196.8 8

Feel safe at all times on board and in terminals 51 179.7 9

Free WiFi available on board vessels and at terminals 49 163.5 10

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Field Observations

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Analysis

•Be open to widening the questions•Bad ground rules begets bad results•Sensitivity checks are valuable•Statistical validity

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Report & Recommendations

•Loading/Unloading is critical▫On time performance improvements▫Reduced fuel consumption▫Reduction in injury claims▫Less confusion for infrequent riders

•Minimize changes in direction•Allow adequate decision time•Use colors and signage strategically

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Opportunities for Operators

•Establish a baseline – Its difficult to measure progress without one

•Network with your peers – No shame in using someone else's good idea

•Progress is getting 1000 details right•Use lessons from other businesses

▫Disney theme parks▫Princess Cruise Lines▫Southwest Airlines