Metro Fails to Meet Performance Goals

WASHINGTON -- Metro appears to be headed in the wrong direction when it comes to service performance and reliability.

Figures from the transit agency show a significant gap between set goals with performance and the actual performance numbers.

On the rails, Metro has set a goal of 95 percent when it comes to on-time peak service during the morning and afternoon rush periods. The actual on-time performance statistics during November, the latest month Metro crunched its numbers, show 85 percent of trains were on-time for a.m. service, a full 10 percentage points off. Even lower at 83 percent was p.m. service.

Overall customer satisfaction for rail service during the first quarter of Metro's 2008 fiscal year was at 84 percent, short of the goal of 89 percent.

As far as Metrobus, service numbers are trending upward, but they are still short of goals set by the transit agency. Numbers from this past November show Metrobus is still about 200 miles short of its goal of 3,100 Metrobus miles traveled between any incident which causes a service interruption.

Metro's Deputy General Manager Gerald Francis says the numbers are a reflection of a higher testing standard that has been implemented.

"Before, we used to evaluate the service by what we call maximum crush-points. For example, on the Red Line we would use certain points like Gallery Place and Dupont Circle. On the Blue line, we would use Rosslyn. (We would use) Courthouse on the Orange Line. What we are doing now is evaluating our service from what I call end-to-end. For example, from Vienna to New Carrollton," says Francis.

Francis says the newer tougher test is giving a better evaluation of the system.

"We know there are some service interruptions we have to deal with from a vehicle standpoint or from an infrastructure standpoint. We've identified those."

Francis says he does expect the numbers to start trending in the direction of the goals that have been set.

Metro plans on addressing the figures at its upcoming board meeting Thursday.

The statistics come as Metro tries to deal with the backlash brought about by higher fares, which just went into place this past Sunday.

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