Knowledge Resources

Building on the success of prior projects, the customer service features of the B-Line bus services were expanded for the 98 B-Line, incorporating state-of-the-art Bus Rapid Transit (BRT) and ITS applications such as automatic vehicle location (AVL), transit signal priority (TSP), distinctive stations with real-time passenger information, and high capacity articulated vehicles. Other features of the 98 B-Line include exclusive median bus lanes over most of the length of the street, enhanced landscape and street furniture improvements, queue jump lanes on sections approaching bridges, and exclusive curbside bus lanes to permit buses to bypass chronic congestion points.

The purpose of the performance evaluation of the 98 B-Line is to assist TransLink, the South British Columbia Transportation Authority, in providing opportunities for BRT applications elsewhere, as well as to provide guidelines for other agencies and jurisdictions to implement BRT services. The objectives of the study are to:

• Estimate user benefits
• Estimate operator benefits
• Estimate impacts to other traffic
• Develop guidelines associated with BRT costs and benefits

The evaluation has demonstrated that BRT applications complemented by ITS technologies yield significant benefits in all of the areas targeted by the ITS Deployment and Integration Program.

The extent of customer satisfaction represents an important indication of user benefits. A detailed customer service satisfaction survey of 98 B-Line users was conducted and the typical rider profile was young (under 45 years old), employed working commuters. Most riders were medium to heavy users of transit and only 32 percent were "choice riders" with access to a private vehicle. The survey was undertaken to review the key user attributes and customer satisfaction relative to:

• Previous modes of travel prior to the 98 B-Line BRT system
• Reasons for mode shift to the 98 B-Line BRT system
• Perception of travel time relative to previous modes
• Perception of 98 B-Line service improvements
• Perception of delays due to traffic signals
• Perception of the passenger information at stations

The 98-B-Line riders expressed strong satisfaction for the frequency of service, the hours of service, and the reliability of service.

FINDINGS

The survey found that riders rated the 98 B-Line BRT service with transit signal priority high with regard to on-time performance and service reliability (an average of 8 points on a 10 point scale).