Percentage of Scheduled Service Hours Delivered

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San Francisco Municipal Transportation Agency

Target: 98.5% scheduled service hours delivered

Result: 99% scheduled service hours delivered

This measure helps the San Francisco Municipal Transportation Agency (SFMTA) track its level of operator and equipment availability needed to deliver all of its scheduled service. It is an important part of the customer experience of system reliability, since customers will not benefit from the full transit schedule if operators are not available or equipment is not in service.



The SFMTA has met or exceeded its City Charter-mandated level of service delivery at most times since 2014. This is largely due to significant increases in new operator staffing in 2015. Prior to the launch of Muni Forward, Muni had a shortage of operators that prevented the agency from regularly meeting its goal of delivering a minimum of 98.5 percent of scheduled service. By late fiscal year (FY) 2013-14 and early FY 2014-15, service delivery had fallen to some of its lowest levels in recent years, dipping to 93.9 percent of scheduled service hours in May 2014 (and 90.7 percent in June 2014, which included the Muni operator “sickout”).

To support the service increases associated with Muni Forward, the SFMTA has ramped up operator hiring and training. In both FY 2012-13 and FY 2013-14, approximately 150 individuals entered operator training, while 142 new operators graduated in FY 2012-13 and 108 graduated in FY 2013-14. In comparison, nearly 600 individuals entered training and 467 new operators graduated in FY 2014-15. The influx of new drivers is reflected in service delivery, which has improved steadily over the course of FY 2014-15. The SFMTA continues to hire and train new operators, with a class of 33 graduating in September 2016. These new operators will assist in meeting service delivery requirements, which increased in April 2016. Hiring of part time operators in the future is intended to further improve scheduling and service delivery.

How Performance is Measured

Using the Trapeze scheduling system, service hours are defined as the sum of differences between every trip start and trip end. Trips are identified as filled if an operator is assigned, or unfilled if not. The cumulative scheduled service hours of filled trips is divided by the scheduled service hours of all trips.

The number displayed on the scorecard page represents a fiscal year average of the values in the chart above.

Additional information


Please visit DataSF for the scorecard data.