Chapter 7, Part 2, ACCS Strategic Plan
This text-only version is offered as a more accessible alternative to this PDF document: Arlington County Commuter Services Transportation Demand Management Plan (PDF, 3.85 MB).
* Per DRPT requirements, ACCS must report on metrics marked with an asterisk (*) and highlighted in a darker teal colored row.
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Goal 2: Changing Behavior (cont.) |
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Service Area |
Metric |
Metric Description |
Disaggregation Reporting Frequency* |
Source |
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TDM for Site Plans |
Site plans and use permits with TDM conditions |
Total number of buildings with site plan TDM conditions |
Existing, new |
Annual |
DS&MG database |
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Marketing, Promotion, and Incentives |
Bike education classes and participants |
Number of classes and participants in Bike Arlington Bike Education Classes |
- |
Annual |
Capital Bikeshare |
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Electric or cargo bicycle incentives |
Total number and value of incentives provided to individuals for purchasing electric or cargo bicycles |
- |
Annual |
New (CRM System) |
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Support for ART and Capital Bikeshare |
Capital Bikeshare Trips |
Total number of Capital Bikeshare trips originating in Arlington County |
- |
Monthly |
Capital Bikeshare |
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Capital Bikeshare stations |
Total number of Capital Bikeshare stations in Arlington County |
Total, new vs. preexisting |
Annual |
Capital Bikeshare |
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Capital Bikeshare members |
Number of Arlington County residents who are Capital Bikeshare members (note any double counting with members through corporate accounts) |
Total, new vs. preexisting |
Annual |
Capital Bikeshare |
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Marketing, Promotion, and Incentives |
Micro-grants for capital improvements to support non-SOV travel |
Total number of incentives provided to partners for capital improvements micro-grants to support non-SOV travel |
Program |
Annual |
New (CRM System) |
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Commuter and Traveler Support |
Fare Products Sold |
Number of products sold |
Total, by service provider, by location (CommuterDirect.com, Commuter Stores, through CIC); for CD.com, divided into corporate vs. individual |
Monthly |
The Convention Store |
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Goal 3: Organizational Health |
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Service Area Metric |
Metric Description |
Disaggregation |
Reporting Frequency |
Source |
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Innovation, Planning, Research, and Reporting |
Employer Partners |
Number of employer partners (includes hotels and schools) |
Total, by level, new vs. existing, employer size by level |
Annual |
DS&MG CRM System |
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Multifamily residential building partners |
Number of multifamily residential clients |
Total, by level, new vs. existing, by MFR type (market, affordable), MFR size by level |
Annual |
DS&MG CRM System |
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Commercial building partners |
Number of commercial building partners |
Total, by level, new vs. existing, by size |
Annual |
DS&MG CRM System |
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Commuter and Traveler Support |
CIC calls |
Number of calls Commuter Information Center takes |
Total, by program, by service |
Monthly |
The Convention Store |
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CIC chats |
Number of chats conducted |
Total, by program, by service |
Monthly |
The Convention Store |
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CIC emails |
Emails answered |
Program, service |
Monthly |
The Convention Store |
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Commuter Store customers |
Number of customers |
Total, by store (physical and location of mobile), service |
Annual |
The Convention Store |
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Commuter Store transactions |
Transactions at Commuter Stores |
Store |
Monthly |
The Convention Store |
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Goal 4: Reporting |
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Service Area |
Metric |
Metric Description |
Disaggregation |
Reporting Frequency |
Source |
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Innovation, Planning, Research, and Reporting |
Data dashboard views |
Total number of data dashboard views |
- |
Monthly |
New (Dashboard Analytics) |
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Data dashboard downloads |
Total number of data dashboard downloads |
- |
Monthly |
New (Dashboard Analytics) |
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*Required metrics reported monthly to DRPT.
Metrics for Management Purposes
The following metrics should continue to be collected/start being collected for the purposes of managing the ACCS, but they are not considered to be key metrics to tracking program performance as it relates to the program goals. Specifically, the CIC measures are helpful for determining appropriate staffing levels and staff training, while the newsletter article click rate can help hone messaging but doesn’t relate to a goal.
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CIC measures:
─ Call answer rate: Percentage of calls answered over total calls received.
─ CIC time to answer a call: Average time to answer a call.
─ CIC call duration: Average call duration.
─ CIC abandoned calls: Total number of calls abandoned.
─ Customer feedback on chats.
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Newsletter article click rate to track what types of information are most interesting to readers.
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Impact Measures
The following metrics are calculations based on other metrics and will be developed annually in an Impact Report:
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Daily vehicles miles traveled (VMT) eliminated.
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Average daily SOV trips eliminated.
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Daily reduction of carbon dioxide (CO2) emissions (in tons).
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Nitrogen oxides (NOx) reductions.
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Volatile organic compounds (VOC) reductions.
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Greenhouse gases (GHG) reductions.
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Transit placements: Total number of people who started or increased transit use as travel mode option.
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Bike placements: Total number of people who started or increased bicycle as travel mode option.
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Future Monitoring Efforts
There are several recommendations in the Operations Plan chapter of this CAP Strategic Plan that relate to improving how performance is tracked moving forward. At a high level, the specifics in that chapter suggest:
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Restructure and organize the performance data that ACCS collects in terms of responsibilities and how it will be cleaned, stored, reported, and tracked.
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Visualize the performance data with internal and external dashboards that enable stakeholders to obtain information for their needs and allows ACCS to monitor progress and adjust more easily.
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Review performance metrics and targets regularly to proactively identify areas for improvement and change.
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Establish targets for each metric to easily see if performance is on track.
This text-only version is offered as a more accessible alternative to this PDF document: Arlington County Commuter Services Transportation Demand Management Plan (PDF, 3.85 MB).
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