&

MONTHLY REPORT
SEPTEMBER 2011

Sun Tran & Sun Van

Monthly Operations Report
Table of Contents
September 2011
SECTION

I.System Highlights and Accomplishments

PAGE

3-4

II.Sun Tran
a.Ridership & Revenue Summary
b.Ridership
c.Revenue
d.Customer Satisfaction
e.System Summary
f.Performance Indicators
g.Route Performance Profile
h.Route Passenger Per Hour Ranking
i.Summary of Expenses
III.Sun Van
a.Ridership & Revenue Summary
b.Ridership & Revenue Collection
c.Customer Satisfaction
d.System Summary
e.Performance Indicators
f.Summary of Expenses
IV.Glossaries

5
6
7
8
9
10-17
18
19
20

21
22
23
24
25-29
30
31-32
2

Sun Tran & Sun Van

Highlights and Accomplishments
September 2011

Sun Van Contract Ratified

After successful negotiations between the PTM/Veolia management team and union leadership, Members of Teamsters Local 104
representing the Sun Van drivers and dispatchers ratified a new two-year labor contract.
NW Facility Update
Administrative Building
Current activities include installation of interior windows and doors, testing of the HVAC system and final installation of interior finishes
to include installation of ceiling tiles. Activities expected for October are City of Tucson inspections, final touch ups, furniture
installation, and exterior landscaping.
The administration building is still on schedule for completion in December 2011.
Maintenance Building
Current activities include installation of HVAC ducting, fluid and air lines, electrical, lighting and overhead doors.
Activities expected for October are completion of interior painting, interior finishes, and completion of the HVAC system and equipment
installation.
The Maintenance Building is still on schedule for completion in January 2012.
Transit Security Grant Awarded
Sun Tran received announcement of the award of $306,000 in highly competitive Transit Security Grant Program discretionary funds.
The funds will be used for security patrols using Tucson Police Department officers on overtime and the development of a public
awareness campaign.
Downtown Bomb Threat Results
On September 28, Sun Tran and Sun Van employees responded to the near total closure of the downtown area due to a bomb threat.
Numerous vehicles were detoured, but personnel quickly responded to provide information and ensure service on all Sun Tran routes was
maintained, and all Sun Van passengers in the area had a convenient pick-up location.

Sun Tran & Sun Van

Highlights and Accomplishments
September 2011
(continued)
Employee Training
National Incident Management Systems
During the month of September, National Incident Management Systems training was provided to 224 Sun Tran employees for a total of
1,792 hours, and 112 Sun Van employees for a total of 896 hours. The organizations goal is to have every employee certified in Incident
Command System (ICS-100) before the end of October.
New Operator Training
Sun Tran and Sun Van started a new operator training class each with seven new operators. During September they advanced from the
classroom/Behind-the-Wheel portion of training to Route Training. The Sun Tran operators received 1,205 hours of training, while the
Sun Van operators received nearly 888 hours of training during September.
Passenger Training
On September 20, Sun Tran provided a Sun Tran Accessible Rider Training (START) session at the El Rio Neighborhood Center,
educating 23 senior and disabled passengers on how to utilize Sun Tran service.
Sun Van personnel gave a presentation at the Armory Park Senior Center on how to utilize Sun Van service.
Community Involvement
On September 30, Sun Tran partnered with KGUN 9 and Sam Levitz to host a Stuff-the-Bus event to benefit EMERGE! Center for
Domestic Abuse. More than $8,700 in new donations of items was made, as well as just over $1,700 in cash donations. Teamsters Local
104 supported the event by making a significant cash donation and volunteering at the event.

Ridership & Revenue Summary

SUN TRAN
Ridership
September 2011
Total passenger ridership 1,792,203
A gain of 17,083 passenger trips or 1.0% as compared to September 2010
Overall full fare category experienced a gain of 29,558 or 4.1% passenger ridership
Total economy category shows a loss of 42,478 or 5.8% passenger ridership
Exempt passenger category noted a loss of 849 or 1.9% passenger ridership
An adjustment for same day comparison was not necessary for September 2011
Year-to-date September 2011
Total passenger ridership 4,962,333
A gain of 406,888 passenger trips or 8.9% as compared to September 2010
Overall full fare category reveals an increase in passenger ridership of 247,622 or 14.0%
Total economy category displays a gain of 16,506 or 0.8% passenger ridership
Exempt passenger category reveals a gain of 7,678 or 6.6% passenger ridership
When a year-to-date adjustment for same day comparison is made due to a 7 day strike in August 2010, the overall
passenger ridership denotes an increase of 109,109 or 2.5%
Revenue
September 2011
Total revenue $1,104,728
A gain of $252,863 or 29.7% above the prior year
Total full fare category illustrates a gain of $223,147 or 34.4%
Overall economy category illustrates a gain of $38,823 or 25.4%
An adjustment for same day comparison was not necessary for September 2011
Year-to-date September 2011
Total revenue $3,274,233
An increase of $883,094 or 36.9% above the prior year
Total full fare category illustrates a gain of $635,386 or 34.2%
Overall economy category illustrates a gain of $217,215 or 45.2%
Sponsorship revenue displays an increase of 30,755 or 98.2%
When a year-to-date adjustment for same day comparison is made due to a 7 day strike in August 2010, the

overall revenue displays an increase of 571,155 or 24.4%

A fare increase was implemented July 1, 2011
5

SUN TRAN RIDERSHIP

ROUTE PASSENGERS:
FULL FARE
DAY PASS
AEROPARK FARE
ECONOMY FARE
EXPRESS
PASSES

ROUTE REVENUE PASSENGERS

TRANSFER PASSENGERS
CHILDREN =<5
FREE RIDE DAY

TOTAL ROUTE PASSENGERS

NON-ROUTE PASSENGERS:
SHUTTLE

TOTAL PASSENGERS
Calendar Days
Weekdays
Saturdays
Sundays
Strike Days
Total

SEPTEMBER
2011
261,447
133,838
1,045
167,811
2,185
877,068
1,443,394
291,328
42,697
0
1,777,419

SEPTEMBER
2010
247,172
129,304
1,032
117,806
2,419
958,581
1,456,314
257,174
43,546
0
1,757,034

14,784

18,086

1,792,203

1,775,120

2011
21
4
5

2010
21
4
5

30

30

VARIANCE
AMOUNT
PERCENT
14,275
5.8%
4,534
3.5%
13
1.3%
50,005
42.4%
(234)
-9.7%
(81,513)
-8.5%
(12,920)
-0.9%
34,154
13.3%
(849)
-1.9%
0
0.0%
20,385
1.2%

(3,302)
17,083

VARIANCE
AMOUNT
PERCENT
49,947
23.6%
23,238
21.0%
145
0.1%
67,011
66.5%
85
4.0%
101,668
13.1%
242,094
20.2%
71,328
32.4%
5,397
14.5%
0
0.0%
318,819
21.9%

-18.3%

14,784

100.0%

1.0%

1,458,600

333,603

22.9%

School Days
2011
21

SEPTEMBER
BUDGET
211,500
110,600
900
100,800
2,100
775,400
1,201,300
220,000
37,300
0
1,458,600

2010
18

Average Route Ridership

Weekdays
Saturday
Sunday
Strike Days

2011
74,263
28,666
20,647

2010
72,981
31,215
19,916

Total

59,247

58,568

YEAR TO DATE
ROUTE PASSENGERS:
FULL FARE
DAY PASS
AEROPARK FARE
ECONOMY FARE
EXPRESS
PASSES

ROUTE REVENUE PASSENGERS

TRANSFER PASSENGERS
CHILDREN =<5
FREE RIDE DAY

TOTAL ROUTE PASSENGERS

NON-ROUTE PASSENGERS:
SHUTTLE

TOTAL PASSENGERS
Calendar Days
Weekdays
Saturdays
Sundays
Strike Days
Total

SEPTEMBER
2011
768,543
402,360
2,648
453,633
7,664
2,341,846
3,976,694
846,290
124,565
0
4,947,549

SEPTEMBER
2010
667,605
362,509
3,412
338,133
6,657
2,334,250
3,712,566
707,906
116,887
0
4,537,359

14,784

18,086

4,962,333

4,555,445

2011
64
13
15
0

2010
59
12
14
7

92

92

VARIANCE
AMOUNT
PERCENT
100,938
15.1%
39,851
11.0%
(764)
-22.4%
115,500
34.2%
1,007
15.1%
7,596
0.3%
264,128
7.1%
138,384
19.5%
7,678
6.6%
0
0.0%
410,190
9.0%
(3,302)
406,888
School Days
2011
34

NOTE: FY11 YTD AVERAGE ROUTE RIDERSHIP DOES NOT INCLUDE AUGUST 2010 STRIKE DAY RIDERSHIP.

2010
30

SEPTEMBER
BUDGET
615,400
394,800
3,200
272,600
5,800
2,181,500
3,473,300
616,600
112,000
0
4,201,900

VARIANCE
AMOUNT
PERCENT
153,143
24.9%
7,560
1.9%
(552)
-17.3%
181,033
66.4%
1,864
32.1%
160,346
7.4%
503,394
14.5%
229,690
37.3%
12,565
11.2%
0
0.0%
745,649
17.7%

-18.3%

14,784

100.0%

8.9%

4,201,900

760,433

18.1%

Average Route Ridership

Weekdays
Saturday
Sunday
Strike Days
Total

2011
66,690
28,931
20,218

2010
65,187
29,449
19,327

53,778

52,588

SUN TRAN REVENUE

SEPTEMBER
2011
ROUTE PASSENGER REVENUE:
FULL FARE
DAY PASS
AEROPARK FARE
ECONOMY FARE
EXPRESS
UP CHARGE
PASSES
ROUTE PASSENGER REVENUE

308,965
98,031
2,064
47,122
3,629
582
341,539

83,551
17,840
26
36,784
741
150
122,878

27.0%
18.2%
1.3%
78.1%
20.4%
25.8%
36.0%

317,250
82,600
1,800
50,400
4,200
600
408,400

75,266
33,271
290
33,506
170
132
56,017

23.7%
40.3%
16.1%
66.5%
4.0%
22.0%
13.7%

1,063,902

801,932

261,970

32.7%

865,250

198,652

23.0%

18,360

100.0%

217,012

25.1%

18,360
$

ROUTE PASSENGER REVENUE

TOTAL PASSENGER REVENUE

TOTAL REVENUE:

1,104,728

1,153,158
347,687
5,296
226,817
15,330
2,583
1,442,936

NON-ROUTE PASSENGER REVENUE:

SHUTTLE REVENUE
8291

SPONSORSHIP REVENUE

1,082,262

SEPTEMBER
2011

ROUTE PASSENGER REVENUE:

FULL FARE
8250
DAY PASS
8251
AEROPARK FARE
8252
ECONOMY FARE
8270
EXPRESS
8246
UP CHARGE
8247
PASSES
8255-8278

8288 & 8295

VARIANCE
AMOUNT
PERCENT

18,622
$

22,466

YEAR TO DATE

SEPTEMBER
BUDGET

392,516
115,871
2,090
83,906
4,370
732
464,417

SPONSORSHIP REVENUE

TOTAL REVENUE

VARIANCE
AMOUNT
PERCENT

NON-ROUTE PASSENGER REVENUE:

SHUTTLE REVENUE

TOTAL PASSENGER REVENUE

SEPTEMBER
2010

820,554

(262)
$

31,311
$

851,865

(8,845)
$

SEPTEMBER
2010
$

261,708

252,863

-1.4%
31.9%

0
$

-28.2%
29.7%

3,193,807

$ 2,341,206

18,360

18,622

3,212,167

$ 2,359,828

62,066

31,311

3,274,233

$ 2,391,139

318,652
68,918
(1,528)
91,564
5,344
1,063
368,588
852,601

919,850

(32,134)
$

SEPTEMBER
BUDGET

184,878

-58.9%
20.1%

VARIANCE
AMOUNT
PERCENT

38.2%
24.7%
-22.4%
67.7%
53.5%
69.9%
34.3%

923,100
298,000
6,400
136,300
11,600
1,800
1,550,300

230,058
49,687
(1,104)
90,517
3,730
783
(107,364)

36.4%

2,927,500

266,307

9.1%

18,360

100.0%

284,667

9.7%

(262)
$

54,600

VARIANCE
AMOUNT
PERCENT

834,506
278,769
6,824
135,253
9,986
1,520
1,074,348

865,250

-1.4%

852,339

36.1%

30,755

98.2%

883,094

36.9%

0
$

2,927,500

88,600
$

3,016,100

(26,534)
$

258,133

24.9%
16.7%
-17.3%
66.4%
32.2%
43.5%
-6.9%

-29.9%
8.6%

NOTE: AS OF JULY 1, 2011, A FARE INCREASE WAS APPROVED AND IMPLEMENTED.

CUSTOMER INFORMATION CENTER

The customer service information and call center answered 47,792 phone calls in September 2011.
That is an 10 percent decrease from the 52,918 calls answered in September 2010.
Sun Trans website customer feedback response center received 106 e-mails in September 2011.
That is a 1 percent increase from the 105 e-mails received in September 2010.
SERVICE REPORTS COMPARISON

September 2010

September 2011

% increase/decrease

Total Service Reports:

445

464

4%

Inquiries

14

26

86%

Compliments

31

31

same

Complaints:

395

402

2%

Chargeable *

62

65

5%

Non-chargeable

333

337

1%

same

Miscellaneous

*Complaints deemed non chargeable were investigated, and the results illustrated Sun Tran was not at fault. (Example: bus did not
show, bus was early or late, etc.)
**Chargeable complaints have increased since Sun Tran recently adjusted guidelines, holding employees to a higher standard of
performance.
***Of 402 complaints in September 2011, 77 complaints are still being investigated.
****Miscellaneous service reports are reports with incomplete information that did not allow Sun Tran to finish an investigation.
Miscellaneous service reports are held in the event additional facts are provided to finish the investigation. Inquiries are customer
questions that are not complaints, but focus on service issues, and are more informational based in the response back to the
consumer.
8

SUN TRAN SYSTEM SUMMARY

2011
RIDERSHIP:
ROUTE PASSENGERS
NON-ROUTE PASSENGERS
TOTAL PASSENGERS

REVENUE:
ROUTE PASSENGER REVENUE
NON-ROUTE PASSENGER REVENUE
SPONSORSHIP REVENUE
TOTAL PASSENGER REVENUE

EXPENSES:
TOTAL EXPENSES

SEPTEMBER

1,777,419
14,784
1,792,203

$
$

1,063,902
18,360
22,466
1,104,728

5,189,330

VARIANCE
AMOUNT
PERCENT

2010
1,757,034
18,086
1,775,120

20,385
(3,302)
17,083

1.2%
-18.3%
1.0%

32.7%
-1.4%
-28.2%
29.7%

SEPTEMBER
BUDGET

VARIANCE
AMOUNT
PERCENT

1,458,600
0
1,458,600

801,932
18,622
31,311
851,865

261,970
(262)
(8,845)
252,863

4,233,724

(955,606)

-22.6%

(2,313)
(1,694)
417
(3,590)

-0.4%
-19.4%
0.4%
-0.5%

658,834
0
99,415
758,249
758,249

VARIANCE
AMOUNT
PERCENT

SEPTEMBER
BUDGET

318,819
14,784
333,603

21.9%
100.0%
22.9%

23.0%
100.0%
-58.9%
20.1%

865,250
0
54,600
919,850

198,652
18,360
(32,134)
184,878

4,879,650

(309,680)

-6.3%

2,584
(7,039)
7
(4,448)

0.4%
100.0%
0.0%
-0.6%

(Includes Operating Grant Funded)

MILES:
REVENUE MILES
SHUTTLE
NON-ROUTE MILES
TOTAL MILES

656,250
7,039
99,408
762,697
762,697

YEAR TO DATE

2011

658,563
8,733
98,991
766,287

SEPTEMBER

2010

VARIANCE
AMOUNT
PERCENT

RIDERSHIP:
ROUTE PASSENGERS
NON-ROUTE PASSENGERS
TOTAL PASSENGERS

4,947,549
14,784
4,962,333

4,537,359
18,086
4,555,445

410,190
(3,302)
406,888

9.0%
-18.3%
8.9%

4,201,900
0
4,201,900

745,649
14,784
760,433

17.7%
100.0%
18.1%

REVENUE:
ROUTE PASSENGER REVENUE
NON-ROUTE PASSENGER REVENUE
SPONSORSHIP REVENUE
TOTAL PASSENGER REVENUE

3,193,807
18,360
62,066
3,274,233

2,341,206
18,622
31,311
2,391,139

852,601
(262)
30,755
883,094

36.4%
-1.4%
98.2%
36.9%

2,927,500
0
88,600
3,016,100

266,307
18,360
(26,534)
258,133

9.1%
100.0%
-29.9%
8.6%

EXPENSES:
TOTAL EXPENSES

13,786,409

$ 12,505,474

$ (1,280,935)

-10.2%

$ 13,695,250

(91,159)

-0.7%

2,006,567
7,039
296,017
2,309,623

1,870,395
8,733
285,428
2,164,556

136,172
(1,694)
10,589
145,067

7.3%
-19.4%
3.7%
6.7%

2,009,825
0
297,003
2,306,828

3,258
(7,039)
986
(2,795)

0.2%
100.0%
0.3%
-0.1%

(Includes Operating Grant Funded)

MILES:
REVENUE MILES
CHARTER & SHUTTLE
NON-ROUTE MILES
TOTAL MILES

Sun Tran
Performance Indicators
September 2011

SYSTEM INDICATOR

CURRENT MO

BUDGET

AVG YTD

1.

RIDERSHIP

1,792,203

1,458,600

1,654,111

2.

PASSENGER REVENUE

$1,082,262

$865,250

$1,070,722

3.

PASSENGER PER TOTAL MILE

2.35

1.92

2.15

4.

PASSENGERS PER HOUR

31.5

25.6

28.6

5.

REVENUE PER PASSENGER

$0.604

$0.593

$0.647

6.

REVENUE PER TOTAL MILE

$1.42

$1.14

$1.39

7.

FAREBOX RECOVERY RATIO

21%

18%

23%

8.

COST PER PASSENGER

$2.90

$3.35

$2.78

9.

COST PER TOTAL MILE

$6.80

$6.44

$5.97

10.

MILES BETWEEN ROAD CALLS

6,575

8,200

7,263

11.

MILES BETWEEN BUS INSPECTION

6,297

6,300

6,246

12.

VEHICLE ACCIDENTS PER 100,000 MILES

2.0

1.5

1.7

13.

COMPLAINTS PER 100,000 PASSENGERS

22.4

18.0

22.4
10

FY 12

Sun Tran Performance Indicators

FY 11

Fiscal Year 2012

Budget

Ridership

Passenger Revenue

(in millions)

(in 100 thousands)

14

1.8

12
1.6

10

1.4
1.2

0.8
0.6

0.4

2
0.2

0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

11

FY 12

Sun Tran Performance Indicators

FY 11
Budget

Fiscal Year 2012

Passengers per Hour

Passengers per Total Mile

35

2.5

30
2
25
1.5

20

15

10
0.5
5

0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

12

FY 12

Sun Tran Performance Indicators

FY 11
Budget

Fiscal Year 2012

Revenue per Passenger

Revenue per Total Mile

1.6

0.8
0.6

1.4

0.7

1.2

0.5
0.6

1
0.5
0.4
0.8
0.4
0.6

0.3

0.3
0.4
0.2
0.2

0.2

0.1
0.1

0
Jul
DecDecJan Jan
Feb Feb
MarMar
Apr Apr
May May
Jun Jun
Jul Aug
AugSep
SepOctOctNov
Nov

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

13

FY 12

Sun Tran Performance Indicators

Fiscal Year 2012

FY 11
Budget

Cost per Total Mile

Cost per Passenger

4
7

3.5
6

3
5

2.5
4

2
3

1.5

0.5

0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

14

FY 12
FY 11

Sun Tran Performance Indicators

Fiscal Year 2012

Budget

Miles Between Road Calls

Miles Between Inspections

Acceptable range is + or 10%

14000

8000

12000

7000

10000

6000

5000

8000

4000
6000

3000
4000

2000
2000

1000
0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Revenue vehicle system failures are defined as mechanical problems that cause a vehicle not to
complete its scheduled revenue trip, or does not start its next scheduled revenue trip. *Per NTD
guidelines.

0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

15

FY 12
FY 11
Budget

Sun Tran Performance Indicators

Fiscal Year 2012

Vehicle Accidents per 100,000 Miles

Complaints per 100,000 Passengers

30

3.5

25

2.5
20
2
15
1.5
10
1

0.5

0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

16

Sun Tran Performance Indicators

Fiscal Year 2012
Total On-Time
Performance
100.0%
100.0%
AVL System Analysis

Early/Late On-Time Performance - AVL System Analysis

14.0%
13.2%

100.0%

100.0%

100.0%

86.7%

86.7%

87.1%

86.2%

86.5%

10.9%

10.8%

10.3%

10.6%

10.7%

10.0%

80.0%

84.5%

90.0%

12.0%

Week 2

Week 3

Week 4

Week 5

Monthly Avg.

70.0%
60.0%
Percentage

Percentage

8.0%

6.0%

50.0%
40.0%
30.0%
20.0%

2.7%

3.0%

2.7%

2.7%

2.6%

2.0%

2.3%

4.0%

10.0%
0.0%

0.0%

Week 1
Week 1

Week 2

Goal 1.0% or less

Goal 7.0% or less

Week 3
Early

Week 4
Late

September 2011

Week 5

Monthly Avg.

Goal
93%

5% error margin factored

September 2011

ON TIME

5% error
i

17

SUN TRAN
ROUTE PERFORMANCE PROFILE
SEPTEMBER 2011

ROUTE
1
2
3
4
5
6
7
8
9
10
11
15
16
17
19
20
21
22
23
24
26
27
29
34
37
50
61
101X
102X
103X
104X
105X
107X
108X
109X
110X
201X
202X
203X
312X
SYSTEM
TOTAL

TOTAL ROUTE
PASSENGERS
57,509
36,463
90,100
138,902
38,811
116,148
72,574
278,442
70,362
43,940
114,335
54,582
167,752
83,044
43,119
11,877
17,126
19,477
48,094
24,505
34,179
39,796
42,871
55,681
22,385
12,877
17,176
2,088
2,244
1,631
2,156
1,581
1,936
1,877
1,665
2,396
1,621
2,983
1,876
1,238

ROUTE
REVENUE
36,589
20,980
58,348
81,604
25,346
72,444
44,470
148,865
40,592
26,710
64,293
34,180
96,105
54,939
24,526
7,430
9,486
10,613
27,536
14,767
20,706
23,271
25,608
34,340
15,716
7,846
10,901
1,507
1,769
1,585
1,520
1,401
1,304
1,147
1,101
1,646
2,459
4,251
4,938
1,063

TOTAL
MILES

TOTAL
COST

NET COST
PASS PER
PER HOUR TOTAL MILE

PASS PER
HOUR

REVENUE/
REVENUE COST PER SUBSIDY
TOTAL. MILE PER HOUR
PASS
PER PASS

23,560
20,277
45,430
52,253
18,759
41,299
25,802
81,248
23,922
15,391
38,669
22,718
56,180
37,923
9,384
8,442
10,312
8,388
19,688
7,574
16,423
32,952
17,412
23,174
17,491
6,025
12,037
3,823
4,339
5,272
3,511
4,306
5,198
4,101
4,301
5,692
3,840
6,179
8,537
3,826

165,133
135,562
307,522
358,030
127,507
293,305
165,736
596,691
177,506
111,959
263,307
161,181
396,784
249,189
80,315
56,732
77,401
69,381
142,351
55,659
108,975
191,023
112,222
167,352
105,927
49,499
73,542
19,245
21,428
26,588
15,030
21,302
23,395
20,536
23,114
21,765
18,366
25,130
35,702
20,031

68.60
75.78
72.31
68.59
71.39
66.05
66.63
65.09
66.66
66.24
67.31
69.13
66.59
70.35
57.52
77.76
75.55
70.80
70.31
63.70
72.83
83.59
70.19
69.32
79.48
70.47
79.19
94.35
94.97
96.16
102.34
96.61
103.72
96.94
94.07
115.63
72.10
105.60
136.54
109.80

2.44
1.80
1.98
2.66
2.07
2.81
2.81
3.43
2.94
2.85
2.96
2.40
2.99
2.19
4.59
1.41
1.66
2.32
2.44
3.24
2.08
1.21
2.46
2.40
1.28
2.14
1.43
0.55
0.52
0.31
0.61
0.37
0.37
0.46
0.39
0.42
0.42
0.48
0.22
0.32

30.7
24.1
26.1
34.5
27.1
34.7
39.9
40.5
34.3
34.1
38.7
29.7
37.2
30.1
44.5
18.7
19.1
23.5
29.5
38.2
28.2
19.8
34.7
29.0
19.7
21.8
21.7
11.1
10.8
6.3
16.3
7.7
9.1
9.4
7.1
13.8
9.3
14.1
6.1
6.2

$1.55
1.03
1.28
1.56
1.35
1.75
1.72
1.83
1.70
1.74
1.66
1.50
1.71
1.45
2.61
0.88
0.92
1.27
1.40
1.95
1.26
0.71
1.47
1.48
0.90
1.30
0.91
0.39
0.41
0.30
0.43
0.33
0.25
0.28
0.26
0.29
0.64
0.69
0.58
0.28

19.52
13.88
16.93
20.25
17.71
21.66
24.43
21.63
19.76
20.75
21.74
18.61
21.29
19.90
25.28
11.72
10.55
12.79
16.86
23.00
17.08
11.59
20.75
17.89
13.85
13.28
13.78
8.02
8.55
6.10
11.52
6.80
6.12
5.74
4.71
9.46
14.13
20.05
16.03
5.32

$2.87
3.72
3.41
2.58
3.29
2.53
2.28
2.14
2.52
2.55
2.30
2.95
2.37
3.00
1.86
4.78
4.52
3.56
2.96
2.27
3.19
4.80
2.62
3.01
4.73
3.84
4.28
9.22
9.55
16.30
6.97
13.47
12.08
10.94
13.88
9.08
11.33
8.42
19.03
16.18

$2.24
3.14
2.77
1.99
2.63
1.90
1.67
1.61
1.95
1.94
1.74
2.33
1.79
2.34
1.29
4.15
3.97
3.02
2.39
1.67
2.58
4.22
2.02
2.39
4.03
3.23
3.65
8.50
8.76
15.33
6.27
12.59
11.41
10.33
13.22
8.40
9.81
7.00
16.40
15.32

1,777,419 $1,063,902
755,658
*Expenses do not include Operating Grant Funded

5,091,423

$70.72

2.35

31.2

$1.41

$18.68

$2.86

$2.27

18

SUN TRAN
RANKING OF ROUTES-ROUTE PASSENGERS PER HOUR
SEPTEMBER 2011

RANKING
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40

ROUTE NUMBER
19
8
7
11
24
16
6
29
4
9
10
1
17
15
23
34
26
5
3
2
22
50
61
27
37
21
20
104X
202X
110X
101X
102X
108X
201X
107X
105X
109X
103X
312X
203X

ROUTE DESCRIPTION

PASSENGER PER HOUR

STONE
BROADWAY/SOUTH 6TH AVENUE
22ND STREET
ALVERNON/AJO
S. 12TH AVENUE
12TH AVENUE/ORACLE
SOUTH PARK/NORTH FIRST AVENUE
VALENCIA
SPEEDWAY
GRANT
FLOWING WELLS
GLENN/SWAN
COUNTRY CLUB/29TH STREET
CAMPBELL AVENUE
MISSION ROAD
CRAYCROFT
BENSON HIGHWAY
PIMA STREET/WEST SPEEDWAY
6TH STREET/WILMOT
CHERRYBELL
GRANDE
AJO
LA CHOLLA
MIDVALE PARK
PANTANO
WEST CONGRESS
WEST GRANT
MARANA EXPRESS
INA ROAD/AEROPARK EXPRESS
RITA RANCH/DOWNTOWN EXPRESS
GOLF LINKS EXPRESS
INA ROAD EXPRESS
BROADWAY EXPRESS
SPEEDWAY/AEROPARK EXPRESS
ORO VALLEY/DOWNTOWN EXPRESS
SUNRISE EXPRESS
TANQUE VERDE EXPRESS
OLDFATHER EXPRESS
ORO VALLEY EXPRESS
ORO VALLEY/AEROPARK EXPRESS
SYSTEM AVERAGE

44.5
40.5
39.9
38.7
38.2
37.2
34.7
34.7
34.5
34.3
34.1
30.7
30.1
29.7
29.5
29.0
28.2
27.1
26.1
24.1
23.5
21.8
21.7
19.8
19.7
19.1
18.7
16.3
14.1
13.8
11.1
10.8
9.4
9.3
9.1
7.7
7.1
6.3
6.2
6.1
31.2

19

SUN TRAN SUMMARY OF EXPENSES

OPERATOR WAGES
MAINTENANCE WAGES
SALARIES
FRINGE BENEFITS
SERVICES
CNG FUEL
DIESEL FUEL
DIESEL FUEL TAX
MATERIALS AND SUPPLIES
UTILITIES
INSURANCE
ADVERTISING & PROMOTION
MISCELLANEOUS
OPERATING GRANT FUNDED

TOTAL EXPENSES

YEAR TO DATE
OPERATOR WAGES
MAINTENANCE WAGES
SALARIES
FRINGE BENEFITS
SERVICES
CNG FUEL
DIESEL FUEL
DIESEL FUEL TAX
MATERIALS AND SUPPLIES
UTILITIES
INSURANCE
ADVERTISING & PROMOTION
MISCELLANEOUS
OPERATING GRANT FUNDED

TOTAL EXPENSES

SEPTEMBER
2011

SEPTEMBER
BUDGET

1,207,852
332,848
271,683
1,195,273
279,156
126,975
413,930
23,128
603,813
46,874
527,486
2,733
59,672
97,907

1,082,890
347,410
273,860
1,129,470
322,720
143,720
385,930
22,630
481,440
47,110
529,310
13,360
(4,370)
104,170

(124,962)
14,562
2,177
(65,803)
43,564
16,745
(28,000)
(498)
(122,373)
236
1,824
10,627
(64,042)
6,263

-11.5%
4.2%
0.8%
-5.8%
13.5%
11.7%
-7.3%
-2.2%
-25.4%
0.5%
0.3%
79.5%
1465.5%
6.0%

1,132,300
335,818
300,396
1,088,954
272,162
127,600
310,986
24,260
548,754
46,673
69,580
(6,705)
(18,361)
1,307

(75,552)
2,970
28,713
(106,319)
(6,994)
625
(102,944)
1,132
(55,059)
(201)
(457,906)
(9,438)
(78,033)
(96,600)

-6.7%
0.9%
9.6%
-9.8%
-2.6%
0.5%
-33.1%
4.7%
-10.0%
-0.4%
-658.1%
140.8%
425.0%
-7391.0%

5,189,330

4,879,650

(309,680)

-6.3%

4,233,724

(955,606)

-22.6%

SEPTEMBER
2011

SEPTEMBER
BUDGET

3,532,484
977,652
790,747
3,378,515
961,981
425,875
1,281,863
72,226
1,516,960
135,908
579,872
5,720
26,856
99,750

$ 13,786,409

3,300,840
1,000,670
821,580
3,373,380
970,280
437,240
1,174,130
68,850
1,523,720
140,110
587,930
22,080
(38,070)
312,510

$ 13,695,250

VARIANCE
AMOUNT
PERCENT

VARIANCE
AMOUNT
PERCENT
$

(231,644)
23,018
30,833
(5,135)
8,299
11,365
(107,733)
(3,376)
6,760
4,202
8,058
16,360
(64,926)
212,760

-7.0%
2.3%
3.8%
-0.2%
0.9%
2.6%
-9.2%
-4.9%
0.4%
3.0%
1.4%
74.1%
170.5%
68.1%

(91,159)

-0.7%

SEPTEMBER
2010

VARIANCE
AMOUNT
PERCENT

SEPTEMBER
2010
$

3,152,829
909,685
943,201
3,194,048
974,976
385,000
881,519
68,747
1,508,651
123,968
208,740
8,596
(22,435)
167,949

$ 12,505,474

VARIANCE
AMOUNT
PERCENT
$

(379,655)
(67,967)
152,454
(184,467)
12,995
(40,875)
(400,344)
(3,479)
(8,309)
(11,940)
(371,132)
2,876
(49,291)
68,199

-12.0%
-7.5%
16.2%
-5.8%
1.3%
-10.6%
-45.4%
-5.1%
-0.6%
-9.6%
-177.8%
33.5%
219.7%
40.6%

$ (1,280,935)

-10.2%

20

Ridership & Revenue Summary

SUN VAN
Ridership

September 2011
Total passenger ridership 42,138
An increase of 2,331 passengers or 5.9% as compared to September 2010
Revenue passengers increased by 2,244 or 5.8%
Total regular category reveals a loss in passenger ridership of 164 or 1.9%
Total economy category reveals a gain in passenger ridership of 2,408 or 7.9%
Same day comparison was not needed.

Year-to-date September 2011

Total passenger ridership 127,494
An increase of 7,790 passengers or 6.5% as compared to 2010
Revenue passengers increased by 7,139 or 6.1%
Total regular category reveals a gain in passenger ridership of 278 or 1.1%
Total economy category gained additional passenger ridership of 6,861 or 7.4%
Same day comparison for year-to-date was not needed.

September 2011
Total fares collected $57,687
A gain of 12,225 or 26.9% as compared to the prior year
Total regular fare category illustrates a gain of $3,737 or 17.7%
Total economy fare category illustrates a gain of $8,488 or 34.9%
Same day comparison was not needed.

Year-to-date September 2011

Total revenue $173,879
An increase of $38,466 or 28.4% as compared to the prior year
Total regular fare category illustrates a gain of $13,166 or 21.4%
Total economy fare category illustrates a gain of $25,300 or 34.3%
Same day comparison for year-to-date was not needed.

Revenue

21

SUN VAN RIDERSHIP & REVENUE COLLECTION

VARIANCE
AMOUNT
PERCENT
(164)
-1.9%

SEPTEMBER
2011
2010
8,293
8,457

PASSENGERS:
REGULAR FARE PASSENGERS
ECONOMY FARE PASSENGERS
REVENUE PASSENGERS
PERSONAL CARE ATTENDANTS
TOTAL PASSENGERS

SEPTEMBER
BUDGET
8,751

VARIANCE
AMOUNT
PERCENT
(458)
-5.2%

32,808

30,400

2,408

7.9%

30,920

1,888

41,101

38,857

2,244

5.8%

39,670

1,431

1,037

950

87

9.2%

1,130

42,138

39,807

2,331

5.9%

40,800

(93)

6.1%
3.6%
-8.2%

1,338

3.3%

FARES COLLECTED:
REGULAR FARE REVENUE
ECONOMY FARE REVENUE
TOTAL FARES COLLECTED
REVENUE PER PASSENGER
Calendar Days:
Weekdays
Saturdays
Sundays
Holidays*
Total

24,879

21,143

3,737

17.7%

26,252

(1,373)

-5.2%

$
$

32,808
57,687

$
$

24,320
45,463

$
$

8,488
12,225

34.9%
26.9%

$
$

30,920
57,171

1,888
516

6.1%
0.9%

1.37

1.14

0.23

20.2%

1.40

(0.03)

-2.1%

2011
1,771
555
547
1,405

2010
1,670
533
519
1,327

2010
21
4
4
1
30

2011
21
4
4
1
30

Average Ridership
Weekdays
Saturdays
Sundays
Total

YEAR TO DATE
SEPTEMBER
2011
2010
24,941
24,663

PASSENGERS:
REGULAR FARE PASSENGERS
ECONOMY FARE PASSENGERS
REVENUE PASSENGERS
PERSONAL CARE ATTENDANTS
TOTAL PASSENGERS

VARIANCE
AMOUNT
PERCENT
278
1.1%

SEPTEMBER
BUDGET
26,314

VARIANCE
AMOUNT PERCENT
(1,373)
-5.2%

99,056

92,195

6,861

7.4%

92,978

6,078

6.5%

123,997

116,858

7,139

6.1%

119,292

4,705

3.9%

3,497

2,846

651

22.9%

3,398

99

2.9%

127,494

119,704

7,790

6.5%

122,690

4,804

3.9%

FARES COLLECTED:
REGULAR FARE REVENUE
ECONOMY FARE REVENUE
TOTAL FARES COLLECTED
REVENUE PER PASSENGER
Calendar Days:
Weekdays
Saturdays
Sundays
Holidays
Total

2011
64
13
13
2
92

74,823

61,658

13,166

21.4%

78,942

(4,119)

-5.2%

99,056

73,756

25,300

34.3%

92,978

6,078

6.5%

173,879

135,414

38,466

28.4%

171,920

1,959

1.1%

1.36

1.13

0.23

20.4%

1.40

(0.04)

-2.9%

2011
1,757
538
539
1,386

2010
1,640
519
533
1,301

2010
64
13
13
2
92

Average Ridership
1
-1

Weekdays
Saturdays
Sundays
Total

22

SUN VAN
SERVICE REPORTS COMPARISON
Total Service Reports

SEPT 2011

SEPT 2010

42

17

Inquiries

Compliments

Miscellaneous*
Complaints

2
33

15

Correctable
Non-Chargeable**

28
5

15
0

Suggestions

There was one correctable complaint for every

1,505 passengers in September 2011.

*Miscellaneous service reports are reports with incomplete information that did not allow Sun Van to finish an investigation
Miscellaenous service reports are held in the event additional facts are provided to finish the investigation.
**Complaints deemed not chargeable were investigated, and the results illustrated Sun Van was not at fault. (Example, policy
questions, dispute about reservation date, length of time on van, etc.

23

SUN VAN SYSTEM SUMMARY

RIDERSHIP:
TOTAL DEMAND
DENIALS
CANCELLATIONS
NO SHOWS
TOTAL PASSENGERS

SEPTEMBER
2011

SEPTEMBER
2010

56,603
0
11,007
3,458
42,138

53,047
0
10,280
2,960
39,807

VARIANCE
AMOUNT
PERCENT
3,556
0
727
498
2,331

6.7%
0.0%
7.1%
16.8%
5.9%

VARIANCE
AMOUNT
PERCENT

SEPTEMBER
BUDGET
54,370
0
10,540
3,030
40,800

2,233
0
467
428
1,338

4.1%
0.0%
4.4%
14.1%
3.3%

FARES:
COLLECTED

57,687

45,463

12,225

26.9%

57,171

516

0.9%

EXPENSES:
TOTAL EXPENSES

1,125,403

1,047,949

(77,454)

-7.4%

1,135,168

9,765

0.9%

(INCLUDES OPERATING GRANT FUNDED)

HOURS:
SERVICE HOURS
MILES:
REVENUE MILES
DEADHEAD MILES
OTHER MILES
TOTAL MILES
YEAR TO DATE

25,223

24,577

646

2.6%

25,190

33

0.1%

284,638
55,869
1,239
341,746

271,860
52,841
1,001
325,702

12,778
3,028
238
16,044

4.7%
5.7%
23.8%
4.9%

278,700
54,200
1,000
333,900

5,938
1,669
239
7,846

2.1%
3.1%
23.9%
2.3%

2011

RIDERSHIP:
TOTAL DEMAND
DENIALS
CANCELLATIONS
NO SHOWS
TOTAL PASSENGERS

SEPTEMBER

169,803
0
32,475
9,834
127,494

VARIANCE
AMOUNT
PERCENT

2010
158,418
0
29,764
8,950
119,704

11,385
0
2,711
884
7,790

7.2%
0.0%
9.1%
9.9%
6.5%

SEPTEMBER
BUDGET

VARIANCE
AMOUNT
PERCENT

162,370
0
30,510
9,170
122,690

7,433
0
1,965
664
4,804

4.6%
0.0%
6.4%
7.2%
3.9%

FARES:
COLLECTED

173,879

135,414

38,466

28.4%

171,920

1,959

1.1%

EXPENSES:
TOTAL EXPENSES

3,396,593

3,189,084

(207,509)

-6.5%

3,435,305

38,712

1.1%

HOURS:
SERVICE HOURS
MILES:
REVENUE MILES
DEADHEAD MILES
OTHER MILES
TOTAL MILES

76,454

74,583

1,871

2.5%

76,450

0.0%

853,662
169,645
4,108
1,027,415

821,759
162,433
3,757
987,949

31,903
7,212
351
39,466

3.9%
4.4%
9.3%
4.0%

842,300
166,500
3,900
1,012,700

11,362
3,145
208
14,715

1.3%
1.9%
5.3%
1.5%

24

Sun Van
Performance Indicators
September 2011
SYSTEM INDICATOR
1.
2.
3.
4.
5.
6.

Ridership
Demand
Cancellations
No-Shows
Passengers Per Revenue Hour
Passengers Per Service Hour

SYSTEM INDICATOR

CURRENT MO

BUDGET

AVG YTD

42,138
56,603
11,007
3,458
1.93
1.67

40,800
54,370
10,540
3,030
1.88
1.62

63,747
84,902
16,238
4,917
1.93
1.67

CURRENT MO

PRIOR YEAR

AVG. YTD

94.98%
96.76%

95.22%
97.06%

95.42%
97.06%

97.03%
99.97%

97.47%
99.91%

97.04%
99.95%

Fixed Route Comparision:

7. Trip Length
8. Trip Time
On-Time Performance
9. Pick Ups
10. Pick Ups Before Significantly Late

25

FY11

SUN VAN PERFORMANCE INDICATORS

FISCAL YEAR 2012
PASSENGER RIDERSHIP
(In 10 Thousands )

PASSENGER DEMAND
(In 10 Thousands )

FY12

3
2
2

1
1

0
July

Aug Sept Oct Nov

Dec

Jan

Feb

Mar

Apr May June

July

Aug Sept Oct Nov

Dec

Jan

Feb

Mar

Apr May June

26

FY11

SUN VAN PERFORMANCE INDICATORS

FISCAL YEAR 2012

FY12

PASSENGER CANCELLATIONS

PASSENGER NO-SHOWS

(In Thousands)

(In Thousands)

12

3.3
11

10

2.5
9

1.8

1.0

6
July Aug Sept Oct Nov Dec

Jan

Feb Mar

Apr May June

July Aug

Sept Oct Nov Dec

Jan

Feb Mar Apr May June

27

FY11

SUN VAN PERFORMANCE INDICATORS

FISCAL YEAR 2012

PASSENGERS PER SERVICE HOUR

PASSENGERS PER REVENUE HR

2.0

2.0

1.8

1.8

1.6

1.6

1.4

1.4

1.2

1.2

1.0

1.0
July Aug Sept Oct Nov Dec

Jan

Feb Mar Apr May June

FY12

July Aug

Sept Oct Nov Dec

Jan

Feb Mar Apr May June

28

SUN VAN PERFORMANCE INDICATORS

FISCAL YEAR 2012

98
97
96
95
94
93
92
91
90
89

% OF TRIP LENGTHS
LESS THAN SUN TRAN*

100

FY11
FY12

% OF TRIPS COMPARABLE TO
SUN TRAN TRIP TIME

99
98
97
96
95
94
93
92

July Aug Sept Oct Nov

Dec

Jan

July Aug Sept Oct Nov Dec

Feb Mar Apr May June

Feb Mar Apr May June

% PICK UPS BEFORE

SIGNIFICANTLY LATE**

% OF ON-TIME PICK UPS**

100
99
98
97
96
95
94
93
92
91
90

Jan

100
99
98
97
96
95
94
93
July Aug Sept Oct Nov Dec

* ADA Service only.

Jan

Feb Mar Apr May June

July Aug Sept Oct Nov Dec

Jan

Feb Mar Apr May June

** Data does not include same-day requests.

29

SUMMARY OF EXPENSES

SEPTEMBER
2011
OPERATOR WAGES
ALL OTHER WAGES
FRINGE BENEFITS
CONTRACT VEHICLE MAINT.
SERVICES
DIESEL & UNLEADED FUEL
MATERIALS AND SUPPLIES
UTILITIES
INSURANCE
MISCELLANEOUS
OPERATING GRANTS

TOTAL EXPENSES

YEAR TO DATE
OPERATOR WAGES
ALL OTHER WAGES
FRINGE BENEFITS
CONTRACT VEHICLE MAINT.
SERVICES
DIESEL & UNLEADED FUEL
MATERIALS AND SUPPLIES
UTILITIES
INSURANCE
MISCELLANEOUS
OPERATING GRANTS

TOTAL EXPENSES

SEPTEMBER
BUDGET

385,047
139,633
247,237
129,052
65,670
155,231
3,574
10,792
18,500
(29,331)
$

1,125,403

368,920
147,900
221,335
139,710
62,690
137,050
7,770
14,270
22,500
(7,810)
20,833
$

SEPTEMBER
2011

1,135,168

(16,127)
8,267
(25,902)
10,658
(2,980)
(18,181)
4,196
3,478
4,000
21,521
20,833
$

SEPTEMBER
BUDGET

1,147,692
424,244
677,165
392,601
177,056
478,880
20,892
35,146
55,500
(28,247)
15,664
3,396,593

VARIANCE
AMOUNT

3,435,305

-4.4%
5.6%
-11.7%
7.6%
-4.8%
-13.3%
54.0%
24.4%
17.8%
275.6%
100.0%
0.9%

(35,842)
10,656
3,190
28,329
2,214
(57,030)
2,578
15,864
12,000
9,917
46,836
$

38,712

1,047,949

SEPTEMBER
2010

-3.2%
2.5%
0.5%
6.7%
1.2%
-13.5%
11.0%
31.1%
17.8%
54.1%
74.9%
1.1%

AMOUNT

355,790
147,669
205,373
132,323
59,366
116,195
4,931
13,236
20,458
(7,392)
-

VARIANCE
AMOUNT
PERCENT

1,111,850
434,900
680,355
420,930
179,270
421,850
23,470
51,010
67,500
(18,330)
62,500
$

9,765

SEPTEMBER
2010

PERCENT

3,189,084

(29,257)
8,037
(41,863)
3,271
(6,304)
(39,036)
1,357
2,445
1,958
21,939
-

-8.2%
5.4%
-20.4%
2.5%
-10.6%
-33.6%
27.5%
18.5%
9.6%
-296.8%
0.0%

(77,454)

-7.4%

AMOUNT

1,080,842
434,641
647,724
407,458
166,190
355,317
13,923
47,835
61,375
(26,222)
0
$

VARIANCE
PERCENT

VARIANCE
PERCENT

(66,849)
10,397
(29,441)
14,856
(10,865)
(123,563)
(6,969)
12,689
5,875
2,025
(15,664)

-6.2%
2.4%
-4.5%
3.6%
-6.5%
-34.8%
-50.1%
26.5%
9.6%
-7.7%
100.0%

(207,509)

-6.5%

30

Sun Tran Glossary of Terms

Cost per Passenger Equals total expenditures divided by total
passengers.

Revenue per Mile Equals total passenger revenue divided by

total miles.

Cost per Mile Equals total expenditures divided by total miles.

Ridership Equals total passengers

Complaints per 100,000 passengers Equals total complaints

divided by total passengers times 100,000.

Road Calls Equals total chargeable road calls. A road call is

defined as a mechanical failure of a bus in revenue service that
necessitates removing the bus from service until repairs are made.

On-Time As defined by the Short Range Transit Plan, a bus

may be up to 5 minutes late, but cannot be early to be considered
on-time.

Time Point A bus stop with a scheduled time assigned to it.

Passenger Revenue Equals revenue collected from passengers

(includes farebox revenue and revenue from pass sales).

Travel Time The time defined between time points. Total

travel time is the total time from the first time point to the last of
the trip.

Passenger per Mile Equals total passengers divided by total

miles.

Trip A one direction ride on a single route, to a destination, or

to a transfer.

Passenger per Hour Equals total passengers divided by total

service hours.
Peak Service Service hours designed around work schedules.
Revenue per Passenger Equals total passenger revenue divided
by total passengers

31

Sun Van Glossary of Terms

Cancellation Occurs when the customer or the customers
respresentative cancels the reservation two (2) or more hours
prior to the beginning of the scheduled pick-up time.

Passenger Trip is a one-way trip taken by an ADAparatransit-eligible passenger, a personal care attendant
(PCA) and/or companions accompanying the ADA-eligible
passenger from the pick-up point to the destination.

Cost per Passenger Equals total expenses divided by total

passengers.
Cost per Revenue Mile Equals total expenses divided by
total revenue miles operated.

Percentage of Cancellations Equals Cancellations divided

by Total Demand.

Cost per Service Mile Equals total expenses divided by

total miles operated.

Percentage of No-Shows Equals No-Shows divided by

(Total Demand minus Cancellations).

Deadhead Miles Miles operated not providing specific

revenue service.

Pick-Up Time Window Is the period fifteen (15) minutes

before and fifteen (15) minutes after the scheduled pick-up
time.

Excessive Trip Length Occurs when a passengers ADA

trip length exceeds 110% of the comparable planned on-time
Sun Tran regular fixed route trip.
No-Show Occurs when the customer does not board the
Sun Van vehicle when the vehicle arrives at the pick-up
location within the pick up window and the driver waits two
(2) minutes, or when the customer does not cancel the
reservation within two (2) hours of the reservation.
Passenger Demand Is the total number of passengers
requesting a trip for any given day.

Revenue Miles All miles operated from pick-up point to

destination.
Trip Is a one-way trip taken by an ADA-paratransiteligible passenger from the pick-up point to the destination
(excludes PCAs and companions).
Trip Demand Is the total number of trips requested.
Trip Denial Is an ADA-eligible trip requested that is not
scheduled by Sun Van within the permissible scheduled
window of on hour before or one hour after the requested
pick-up time.

32