The Maryland Department of Transportation’s Maryland Transit Administration (MTA) is implementing a business-like approach to managing and delivering safe, efficient and reliable transit service across Maryland with world-class customer service. One way we are driving toward this vision is by measuring key performance indicators to ensure accountability for results. There are three key metrics addressed on this web page along with their respective goals and improvement plans. Those three metrics are:
2. On-Time Performance
3. Farebox Recovery
This web page will engage our riding public by providing key performance indicators for MTA service and cultivate public interaction regarding our service. MTA’s goal is to create a high-quality transit system that provides exceptional service to riders who depend on the MTA for daily living and who view MTA’s services as a great alternative to private transportation. Again, we are striving to become an exceptional organization that delivers safe, efficient and reliable transit with world-class customer service delivered by employees who care and are committed to excellence.
We greatly value your comments and/or suggestions regarding this web page. Please feel free to contact us at http://mta.maryland.gov/contact-mta or (410) 539-5000 (toll free: 1-866-RIDE-MTA [1-866-743-3682]), Monday through Friday from 6am - 7pm. Just mention the ‘Performance Improvement Website in your comment. Thank you!
The MTA measures the number of rides it provides in a metric called ‘Ridership.’ This metric is important because it allows the MTA to understand how decisions and actions impact ridership levels. This data enables the MTA to effectively make changes based on demand for our service, such as connecting riders to a new job center.
The LocalLink system has experienced multiple years of ridership growth with numbers ranging from 18 million to 20 million rides a quarter. The second quarter of Fiscal Year 2015 (October 2014 through December 2014) stands as a high watermark with roughly 20.5 million rides.
Rail and Commuter Bus
The following graph describes ridership for Metro SubwayLink, Light RailLink, MARC and Commuter Bus. While LocalLink accounts for roughly 2/3 of all MTA ridership, the rail systems are the second most used modes averaging 2 million rides per quarter.
MobilityLink has substantially increased ridership over the last few years. There were roughly 500,000 rides on Mobility and 168,000 on Call-A-Ride in the fourth quarter of FY16, which shows steady increases over time.
Ridership Goal: Improve existing service to help increase ridership on all MTA modes.
Ridership Improvement Plan: Continually improve the customer experience by increasing on-time performance, and the overall level of MTA customer service. Additionally, focus on connecting more people with jobs and opportunities in the region by meeting the changing needs of new and current job centers and residential developments.
On-Time Performance (OTP) is a key measurement tool for the MTA that tracks how often the various MTA modes are running on schedule, which reflects the reliability of our service. Meeting our OTP goals is essential for maintaining customer satisfaction and increasing ridership.
LocalLink and MobilityLink
LocalLink experienced a decrease to 75% in Q4 of FY15, however has maintained an average of 78%-85%. MobilityLink has shown significant improvements over the last seven quarters.
Metro, MARC and Light RailLink
Metro OTP usually fluctuates between 95% and 97%. Light RailLink also tends to fluctuate between 95% and 97%. MARC Train has increased from 87.9% in FY14 and maintained an OTP above 90%.
LocalLink – 85%
Light RailLink – 95%
Metro SubwayLink – 95%
MARC Train – 93%
MobilityLink – 92%
OTP Improvement Plan: Improving LocalLink OTP will be the main focus to better serve the largest number of riders. Governor Hogan announced BaltimoreLink. A redesign of MTA’s Baltimore local bus service to improve transit schedules, making them more realistic and in line with current ridership, and traffic patterns.
Farebox Recovery measures the operating cost recovered through revenue collection for core services: Light RailLink, LocalLink, MARC Train, Metro SubwayLink, and Baltimore Commuter Bus, as stated in Maryland Transportation Article §7-208.
MTA experienced a decrease in the recovery rate from FY12 to FY15, with an 1% increase to 28% in FY16.
Farebox Recovery Goal: Achieve a farebox recovery ratio of at least 35% of the total operating costs for Light RailLink, LocalLink, MARC Train, and Metro SubwayLink (Maryland Transportation Article §7-208).
Farebox Improvement Plan: Fares for all MTA modes increased on June 25, 2015. The fare increase will contribute to a higher farebox recovery ratio given constant ridership. By law, MTA cannot increase Core Service fares by more than the amount of CPI inflation every two years without holding public hearings.
The following list describes abbreviations and terms, and provides notes to clarify language used on this web page.
The MTA’s fiscal year (FY) begins on July 1 of the calendar year. For example, FY 2010 begins on July 1 of 2009. Data is either reported quarterly or annually, depending on the nature of the data.
Quarter 1: July – September
Quarter 2: October – December
Quarter 3: January – March
Quarter 4: April – June