New UTA Service Standards
You can trust the Utah Transit Authority to provide the right service in the right place through an innovative system of service types and modes.
Our goal is to take you where and when you want to go and give you the freedom to change your plans.
UTA will respect you as an individual and customer, and we will continually work to provide service that is a fair use of both your time and your money.
Miles per Bus Service Interruption
UTA seeks to minimize interruptions to trips from bus mechanical issues. This metric measures the distance in miles between interruptions.
Number of Avoidable Accidents
Unfortunately, accidents occasionally happen despite extensive operator training. UTA measures the number of avoidable accidents per 100,000 miles.
Percent of On-Time Performance
Dependable service is critical. This means trains depart at their scheduled time, and buses depart no more than 5 minutes past the scheduled time.
Percent of Issues Resolved in One Call
UTA works to address customer issues as effectively and quickly as possible, and many case can be closed after a single call to customer service.
Percent Change in Top Complaint: Ticket Vending Machine Repairs
UTA tracks improvements addressing our customers’ most common concerns. This metric measures the percent change in the top complaint from the 2016.
Average Time to Resolve Issue
7 days goal
5 days actual
UTA works to resolve complaints as thoroughly as possible. This measures the number of days between receipt of the customer complaint and resolution.
Pounds of Seasonal Air Pollutants Prevented
30 million goal
33.6 million actual
This measures the amount of air pollution (NOX in summer and PM 2.5 in winter) prevented by people choosing to ride transit rather than driving cars.
Total Building Energy Use
84.6 MBTU goal
83.7 MBTU actual
Energy conservation is helping UTA to reduce its carbon footprint. This measures total annual energy use (electricity, natural gas) in UTA buildings.
Percent of Low Emission Vehicles in Fleet
UTA is working increase its fleet of low emission vehicles. This measure includes vehicles fueled by natural gas, electricity, and clean diesel.
Percent of Minority/Low Income People with Access to System
This metric measures the number of Traffic Analysis Zones with target populations that have access to UTA’s service:
78% Low Income
Number of Partnerships with Local Governments
This measures the number of collaborations between UTA, local governments, and other partners with the goal of advancing regional transportation goals.
Number of Public Engagements
UTA strives to be open and accessible. This measures the number of annual interactions with the public via social media, customer calls, and Open UTA.
AA or better goal
A bond rating is a score assigned by independent agencies to measure the credit quality of a bond and the financial strength of the issuing entity.
Vehicle State of Good Repair
UTA works to maintain or replace vehicles to ensure they are in good condition. This is a measure of the number of vehicles that meet those standards.
Efficiency as Compared to Peer Agencies
Top 25% goal
Top 33% actual
UTA strives to be efficient with its financial resources. This metric compares UTA’s efficiency against comparable agencies in terms of cost per mile.