an application of the balanced scorecard to public transit system performance assessment
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An Application of the Balanced Scorecard to Public Transit System Performance Assessment. JASON KEITH PHILLIPS Transportation Journal p.26-55, Winter 2004. 指導老師:任維 廉 報告人:盧思瑜. Self introduction. 盧思瑜 高雄人 姚銘忠老師 Lab 吃吃喝喝 、逛街 、打排球. Outline. Abstract Introduction - PowerPoint PPT PresentationTRANSCRIPT
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An Application of the Balanced Scorecard to Public Transit System Performance Assessment
JASON KEITH PHILLIPSTransportation Journalp.26-55, Winter 2004
指導老師:任維廉報告人:盧思瑜
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Self introduction•盧思瑜•高雄人•姚銘忠老師 Lab•吃吃喝喝、逛街、打排球
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Outline• Abstract• Introduction• The Metrics of Public Transit• Rationale for Categorizing Transit Performance Measures• Methodology Used for Categorizing Transit Performance
Measures• Constructs of the Definition of Public Transit
Performance• Conclusions• Questions
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Abstract• To explore the concept of BSC
• To provide a comprehensive list of public transit performance constructs and measures
• To develop a “shopping list” of performance measures for managers to select from while developing BSC
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Introduction
Financial Internal Business
Customer Innovation and Learning
Private
sector
• Kaplan and Norton, Harvard Business Review• A set of measures to give managers a fast but
comprehensive view of their business
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Introduction•Public sector generally only pursue
mission effectiveness and efficiency•Due to the macro effects of public transit
on society
• Efficiency• Effectiveness• Impact
Public sector
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The Metrics of Public Transit• Produces a given output with the least possible
use of resources• Doing things right
Efficiency
• Produced output↔ Intended output• Quantity, location…• Doing the right things
Effectiveness
• Externalities and indirect effects both beneficial and adverse, intended and unintendedImpact
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The Metrics of Public TransitEfficiency Perspective
Goals/Constructs Measures
Effectiveness Perspective
Goals/Constructs Measures
Impact Perspective
Goals/constructs Measures
Are we doing things right?
Are we doing the right thing? Are we producing the externalities we intend?
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Rationale for Categorizing Transit Performance Measures
• Able to indicate the relative performance between transit systems
Efficiency
• Relate more to the relative performance of one system over time in its own environment
Effectiveness
• Allow the effect of public transit on social well-being, economic improvement, and environmental quality to also be assessed
Impact
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Methodology Used for Categorizing Transit Performance Measures
The literature on performance measures
The literature on transit goals and objectives
Duplicate constructs were eliminated
The performance measures to each construct was made on the basis of the
recommendations
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Constructs of the Definition of Public Transit Performance: Efficiency
Efficiency
Input
Labor Efficiency
Vehicle Efficiency
Capital Efficiency
Energy / Fuel Efficiency
Maintenance Efficiency
Output
Public Transit Efficiency
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Constructs of the Definition of Public Transit Performance: Efficiency
• Labor costs represent a large proportion of transit system costs
• Labor-related expenses have been estimated to account for over 80% of public transit operating costs
Efficiency Input Labor
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Constructs of the Definition of Public Transit Performance: Efficiency
Goals / Constructs Measure
Labor Efficiency
Annual passengers per employee Annual vehicle-hours per annual
employee-hour Passenger miles per employee hour Passengers per driver pay hour …
Efficiency Input Labor
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Constructs of the Definition of Public Transit Performance: Efficiency
• Sizable investment
Efficiency Input Vehicle
Goals / Constructs Measure
Vehicle Efficiency
% vehicle operating at peak Annual passenger per vehicle Annual vehicle miles of service per
vehicle Revenue capacity miles per vehicle
mile Total vehicle hours per bus …
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Constructs of the Definition of Public Transit Performance: Efficiency
• Profit Maximization / Loss Minimization: Assess the desire of the transit system to operate like a private firm
Efficiency Input CapitalSelf-
Sufficiency
Profit Maximization / Loss
Minimization
Goals / Constructs Measure
Profit Maximization / Loss Minimization
Average cost per vehicle hour Cost per trip Operator cost per passenger Passenger revenue per operating expense …
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Constructs of the Definition of Public Transit Performance: Efficiency
• Self-sufficiency: Assess the public’s willingness to pay for a particular operator’s provided service
Goals / Constructs Measure
Self-Sufficiency Operating revenue per operating subsidy Subsidy per passenger …
Efficiency Input CapitalSelf-
Sufficiency
Profit Maximization / Loss
Minimization
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Constructs of the Definition of Public Transit Performance: Efficiency
• Transit systems desire to maximize the fuel efficiency of their fleets
Efficiency Input Energy / Fuel
Goals / Constructs Measure
Energy / Fuel Efficiency
Energy consumption per revenue vehicle hour
Energy consumption per revenue vehicle mile
Fuel cost per vehicle-mile Gallons of fuel per passenger Passenger-miles per gallon …
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Constructs of the Definition of Public Transit Performance: Efficiency
• How efficiently the transit system maintains its vehicle with regard to cost
• Monetary costs• Customer
satisfaction costs
Efficiency Input Maintenance
Goals / Constructs Measure
Maintenance Efficiency
Lost vehicle-miles per breakdown
Maintenance cost per maintenance man-hours
Maintenance cost per vehicle
Mean time to repair per breakdown
…
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Constructs of the Definition of Public Transit Performance: Efficiency
• Distinction between quantity and quality is important
• More Transit Better Transit
Efficiency Public TransitOutput
The Level of Transit Service
Quantity of Service Quality of Service
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Constructs of the Definition of Public Transit Performance: Efficiency
Efficiency Output
The Level of Transit Service
Quantity of Service Quality of Service
Maximization of produced output per dollar of cost
Maximization of consumed output per dollar of cost
Public Transit
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Constructs of the Definition of Public Transit Performance: Effectiveness
Effectiveness
Utilization of Service
Security
Accessibility
Operating Safety
Passenger Convenience
Frequency of Service
Reliability of Service
Speed of Service
Service Quality
Passenger ComfortGeneral Public
Satisfaction
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Constructs of the Definition of Public Transit Performance: Effectiveness
• How many passengers actually use the transit service
Utilization of Service
Goals / Constructs Measure
Utilization of Service
Passenger mile per employee hour Passenger trips per peak vehicle Passengers per service area
population Total annual passengers/ service area
population …
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Constructs of the Definition of Public Transit Performance: Effectiveness
• Crime incidents on transit vehicles and in transit facilities affects public mobility
• Physical injury to users and non-users
• Property damage
EffectivenessSecurity
Operating Safety
Goals / Constructs
Measure
Security Number of crime
incident related to transportation
Operating Safety
Number of accidents per vehicle mile
Number of injuries per vehicle mile
Total revenue miles per accident
1,000,000 vehicle mile per accident
Vehicle miles per accident
…
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Constructs of the Definition of Public Transit Performance: Effectiveness
• The ability of persons to reach from residence with reasonable expenditures of time and effort
• How easily transit patrons can use a particular transit system▫ Proximity of transit stops▫ Number of transfers required ▫ Transit information availability▫ Availability to parking
Accessibility
Passenger Convenience
Goals / Constructs
Measure
Accessibility
% of residents more than 1 hour from key destinations
Percent employment served
Percent of population served
Percent transit-dependent served
…Passenger Convenien
ce
Citizen perception of travel convenience
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Constructs of the Definition of Public Transit Performance: Effectiveness
• How often transit service is available to patrons
• The ability of a transit system to provide service to its patrons as promised
• The length of time required to travel between two points
Frequency of Service
Reliability of Service
Speed of Service
Goals / Constructs
Measure
Frequency of Service
Frequency of performance
Reliability of Service
Deviation from schedule / Ave passenger waiting time
Letter of complaint Lost vehicle-kms On-time performance
Speed of Service
Operating speed Time required to travel
between major origin & destination points
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Constructs of the Definition of Public Transit Performance: Effectiveness
• How well service is provided▫ Transfer opportunities▫ Vehicle cleanliness▫ Driver performance
• Crowdedness• Noise level• Temperature & odors• Jerkiness of the ride• Forced exposure to inclement weather• Internal cleanliness of vehicles
Service Quality
Passenger Comfort
Goals / Constructs
Measure
Service Quality
% on-time arrivals % transfers Average bus age Number of vehicles
per route mile Percent trips missed …
Passenger Comfort
Index to road surface quality
Citizen perception of travel comfort
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Constructs of the Definition of Public Transit Performance: Effectiveness
• The satisfaction of transit users and non-users
EffectivenessGeneral Public
Satisfaction
Goals / Constructs Measure
General Public Satisfaction
Citizen perception of overall adequacy of transportation services
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Constructs of the Definition of Public Transit Performance: Impact
Impact
Accessibility of the Transit-Dependent
Urban Development / Revitalization
Attraction and Retention of
Commuter Traffic
Pollution Reduction
Reduction of Congestion
Reduction of Energy Consumption
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Constructs of the Definition of Public Transit Performance: Impact
• Controlling urban development and revitalizing declining areas is a common goal
• Its positive impact on both transit revenues and those individuals who do not use public transit
Accessibility of the Transit-Dependent
Urban Development / Revitalization
Attraction and Retention of Commuter
Traffic
Goals / Constructs Measure
Accessibility of the
Transit-Dependent
% elderly and handicapped served
% route miles in low income area
Passengers per elderly population
…
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Constructs of the Definition of Public Transit Performance: Impact
• It can be measured in terms of frequency, duration…
• The vehicles used by transit firms are more energy-efficient that the private automobile on a per-passenger basis
Pollution Reduction
Reduction of Congestion
Reduction of Energy
Consumption
Goals / Constructs
Measure
Pollution Reduction
Cost per vehicle mile of travel reduced
…
Reduction of Energy Consumpti
on
Energy consumption per revenue vehicle hour
Fuel cost per vehicle-mile
Gallons of fuel consumed per mile
…
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Conclusions• BSC approach on public transit
• Efficiency, Effectiveness, Impact
• Develop a “shopping list” of performance measures for managers to select from while developing BSC
• Comprehensive list of public transit performance constructs and measures
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Questions•原本的平衡計分卡的四大構面中的內部流程和創新與學習兩構面,似乎較無包括在公部門的平衡計分卡,如此一來,公部門的平衡計分卡是否會造成不周全 ?
•若讓管理者自行從 Shopping list中挑選需要的測量指標,是否會造成只挑對自己有利的指標來測量呢 ?
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Thanks for your attention