International Bus System Benchmarking: Performance Measurement Development, Challenges, and Lessons Learned

Abstract

This paper reviews the development of a standardized measurement system for the purposes of benchmarking the performance of a group of major urban bus systems from around the world. The set of performance measures, known as Key Performance Indicators (KPIs), identifies bus systems who perform exceptionally in their operation. Developed from past benchmarking experience and a literature review, and modified based on member input, the KPIs provide a means of comparing performance from a variety of bus systems each operating in a unique operating environment. Practical experience with the KPIs has identified a variety of challenges in collecting consistent and comparable data from the bus benchmarking systems. Overcoming these challenges, producing comparable data, and conducting research to identify and understand the basis for good performance has been a process that offers lessons for other benchmarking efforts. This paper reviews (1) the principles of the group’s benchmarking process, (2) the performance measurement development process, (3) issues with data collection and compatibility, and (4) some results of the benchmarking.

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