An Analysis of Success Plans and Performance Measures for Rural Transit Systems in North Carolina

Abstract

Performance measurement and funding allocation based on these measurements are becoming increasingly popular in public transportation. Understanding what is important to transit systems is critical to properly assess them on their operational and administrative performance. The research goals were to determine how rural transit systems in North Carolina define success, what performance metrics the systems select for themselves, and why they selected those metrics. Each transit system was required by the North Carolina Department of Transportation to create a Success Plan for themselves that consisted of a mission statement, vision statement, values, and a scorecard that contained performance metrics. The analysis of these Success Plans shows that rural transit systems broadly define their values based on customer service, safety, and reliability. However, aside from safety, the specific metrics that the systems use for evaluating their performance are not well connected to these values. This lack of internal consistency within the Success Plans means that rural transit systems are not selecting performance metrics that complement their stated goals. This lack of internal consistency could have many causes and interviews were conducted with public transit administrators in North Carolina to try and understand the causes. From these interviews, it was determined that the lack of internal consistency in the plans could be partially attributed to the following: (1) system administrators were not aware of the importance of internally consistent plans; (2) system administrators had difficulty creating metrics; and (3) system administrators included metrics that they felt the state wanted to see.