Group+Five+09s

Delaware Consultants, Inc 100 Market Street Wilmington, Delaware 19805

April 20, 2009

Mr. James Flatley Head of Public Safety and Transportation University of Delaware 225A 413 Academy Street Newark, DE 19716 Dear Mr. Flatley:

Thank you for contacting us regarding the problem University of Delaware is having with its current student busing system. The enclosed proposal will show how Delaware Consultants Inc. will analyze University of Delaware’s current busing usage, and we will offer recommendations on how to improve busing services to best meet your students' needs.

The attached proposal outlines the specifics of our plan. We will be conducting student surveys and analyzing the current bus schedules. Also, we will be speaking with transportation employees to gain knowledge of your current operating procedures.

Our team looks forward to working with you on resolving this issue. Please feel free to contact me directly if you should have any further questions.

Sincerely,

Jennifer Heller Lead Consultant 302-999-1234

Enclosure: Proposal

= = 

= = =Proposal=

Introduction:
Delaware Consultants Inc. proposes a study be conducted on the efficiency of University of Delaware’s bussing system. We will thoroughly investigate the students’ needs and current usage, and make recommendations to maximize your system to its fullest potential.

=
The University of Delaware bus system plays an important role in the life of many students. A gap in services will negatively impact the likelihood of students traveling safely to and from classes. We therefore plan to conduct an investigation to determine the severity of this problem.We will make recommendations to correct any shortcomings, in a manner that will be cost effective for the University of Delaware. ======

Objectives:
Our main objective is to improve the busing systems at the university. Specifically, we want to make the schedule more consistent with student needs. We want to discover the main cause of student frustration with the bussing schedule. We are also concerned with what students think will solve the bussing problem. We want to determine how the students are negatively affected by the current bus situation, and how the solved problem will positively impact student’s lives. We are looking to increase student satisfaction with the buses by 50%. We would additionally like to see a 30% increase in student safety on campus due to the improved bus efficiency.

Procedure:
We will be conducting a survey to identify the main problems students currently have with the bussing system. This survey will be in a multiple choice format, using choices we deem appropriate from our previous experience. There will also be an “other” choice available for each question if the respondent would like to write a response not available on the survey. We will survey approximately 150 University of Delaware students, currently utilizing the bus system.The survey will be distributed electronically through Facebook and e-mail, and also physically to students who are waiting at bus stops, or riding the buses. After the survey is conducted, the results will be tabulated and analyzed. The most frequent answers will be used to help us identify any bussing problems, and gain perspective on the problem from the student’s point of view. We will analyze the current bus schedule to use as a base to improve on. We will also contact the University transportation office to research a solution. We plan to use the data collected to research and develop a plan for improving the University’s bussing system, in a cost effective manner. Our plan will be based on student opinion from the survey and will achieve all of our previously stated objectives.

Record of Service:
As a national leader in advisory services, Delaware Consultants, Inc specializes in creating innovative solutions to problems faced by universities and other institutions. Since 1986, DCI has been assisting public and private universities throughout the nation with the latest technology and excellent customer service. We combine our industry-leading experience with a thorough knowledge of our niche consultancy business. The strong relationships we have built with university and institutional leaders give DCI a comprehensive understanding of the needs of our customers. DCI’s offices are located in many major business areas throughout the United States.  As a niche consultancy business focusing on institutional clients, we at DCI feel that our experience makes us the best choice for advisement on improvements to your student busing system. Our regional east-coast consultants have enhanced the transportation systems of other universities such as: Drexel University, Villanova University, the University of Maryland, and Lehigh University. At your request, references and contact information from these institutions can be provided to you.  Our goal at DCI is to provide you with the most efficient recommendations for upgrading your current student busing system. We will use our vast experience in advising closely-related problems to create a customized outlook for your specific situation. Our findings will be based on a combination of in-depth research and a familiarity with the inputs that go in to creating an efficient transportation system. These solutions will be presented to you in a timely manner, with the utmost level of customer service.

Budget:
The estimated cost of our research, analysis, and recommendations for improvement is $7280. The first part of this sum represents the cost of physically distributing surveys to students. We will have 3 DCI representatives working on distributing and collecting the surveys. 2 people will focus on electronic distribution, and 1 person will deliver surveys in person to students. We will allow one week for surveys to be distributed and collected. You will be billed a flat rate of $1200.00 for this service. An analyst will then organize and tabulate the results at a rate of $20 per hour. We estimate this to take approximately 4 hours. The total cost of the survey and analysis will be $1280. The next part of this sum is the cost of our team doing research on campus of how the buses actually run, and how effective they are. We estimate this task to cost $1000. The final part of the sum is our data analysis and production of recommendations. This is the most time-consuming and most important part of the contract, and will cost $5000. There is the possibility that with more time or less time spent on portions than estimated the cost will rise or fall, but we are confident that it will be close to a total of $7280. We hope that you agree this is a fair price for high-quality work to solve an important challenge facing the university.

Schedule:
The first week of the project will be for data collection. The distributors will deliver surveys to students both at peak and non-peak bus times. They will also distribute surveys through Facebook during this week. This week the team will also begin its study of the buses effectiveness on campus through observation and communication with the transportation office.
 * Week of April 27: Survey distribution**

During the second week of the project the team will compile all of its data and begin to analyze it. By the end of the week initial recommendations will be evolving. On Friday May 8 a representative from DCI will be meeting with Bill Fitzpatrick, //Interim Director of Supporting Services for the University of Delaware.//, to verify our data and ask any necessary questions.
 * Week of May 4: Data tabulation and analysis**

The third week will allow the team to prepare its final analysis, recommendations, and report.
 * Week of May 11: Report preparation**

On Wednesday, May 20, the team will present its analysis, recommendations, and plan to be implemented to the Office of Public Safety and other representatives from the University of Delaware.
 * Week of May 18:**

**Executive Summary:**
The following report describes Delaware Consultants Inc.’s analysis of the bus system at the University of Delaware. Thousands of students rely on the system for their day-to-day transportation, so it is very important that the system be efficient and students be satisfied. The firm surveyed students on bus usage and interviewed the Director of Supporting Services at the university. The most common problems identified were a lack of service when classes are not in session, long wait times between buses, and too many bus stops creating long ride times. An overwhelming majority of students describe themselves as dissatisfied with the system. However, constraints placed upon the university by union agreements make it very difficult for changes to be implemented, even if they would make the system much more efficient. Due to these constraints, Delaware Consultants’ recommendations involve attempting a compromise with the union and reallocating certain buses to the busiest times. Descriptions of work conducted and evidence collected can be found on the following pages.


 * Introduction**:

Due to increasing complaints by students and staff at the University of Delaware, we at Delaware Consultants Inc. have been asked to conduct an investigation of the UD bussing system. Apparently, there have been many complaints to the department regarding the quality of service that they provide to the UD community. It has been our mission to conduct a complete investigation to determine the extent of this issue, or even whether or not it exists at all. Subsequently, we have taken an in-depth look at the 11 busses, 6 major daytime routes, and 3 major night time routes that comprise the UD bus system. During our investigation we used several means to determine exactly how the bus system works, what issues may exist, and finally what conclusions we can draw from the data: //-Extensive time was spent online researching the posted bus routes and the times that they run.// // -Surveys were distributed to hundreds of students asking them about their bus use and feelings toward the quality of service received. // // -An interview was conducted with Bill Fitzpatrick, the Interim Director of Supporting Services, to determine his position on possible service gaps as well as the costs and political structures associated with the bus system. //

Procedure:
First, we developed a survey to discover the bus problems from a student point of view. The survey consisted of 10 questions developed in a multiple choice format. The questions focused on getting an understanding of how many students use the bus, if they feel there are problems and what they feel are the biggest issues. The survey also asked if there could be improvement with the system and what they feel would be the best solution, and if it would make a difference in their use if these changes were implemented (see appendix A). In addition, a question asked if students would be willing to pay more for parking passes if the bus system was improved. To distribute the survey we used surveymonkey.com. To accumulate our goal of 150 responses we distributed the survey to maximum the website allowed, totally 667 copies. The survey was distributed via email to random University of Delaware students using the student email directory found on the University of Delaware website (www.udel.edu). Moreover, 23 surveys were physically distributed at University of Delaware bus stops. 141 students responded to the survey, and data was collected and analyzed.

In addition, to the survey an interview was conducted with Bill Fitzpatrick, Interim Director of Supporting Services on May 8, 2009. Ten questions were asked, focusing on issues with the bus system, and possible cost to help fix it. The interview was used to help reach our recommendation.

Results:
Of the University of Delaware students who were surveyed, the majority (65% ) of students used the bus system at the UD. About 72% lived on Campus, leaving on 28% that commuted. Out of the students that commute, most park at university parking lots, such as the Field house parking lot and the Laird Campus parking lot. Half of the students use the bus less than two to three times a week, but 25% use it multiple times a day and 6% of students use the bus once a day. Overall, a great majority (89%) of students feel that the University of Delaware’s bus system can be improved. The most common shortcoming was not having enough service whether it is late night, early morning, or between breaks from the main fall and spring semesters. (see chart number 1 in Appendix D).

The majority (78%) of students said that the shortcomings affected their use of the bus system opting not to use the bus as a result. Students felt that more buses for the busiest times and routes would best improve the bus system, secondly to this was having more service at late night, early morning, and on summer and winter semester breaks. There were also about 13% suggested improvements such as having more stops to off campus housing, having weekend afternoon bus routes, being on time, and having a website available to tell you where the bus is and when it will arrive. Lastly, a few students said that few stops on routes would best improve the system (See chart number 2 in Appendix D ). If improvements were made to the bus system the greater majority (87% ) of students confirmed that they would indeed use the bus system more. However, only about a quarter (26% ) of students said that they would be willing to pay an increased fee for the bus parking lot permit if the bus system was improved(see appendix C for detailed survey results). Overall, from survey results, there is defiantly a need for a plan to improve the system, but it can not increase student parking permit fees.

The interview conducted with Bill Fitzpatrick, Interim Director of Supporting Services, acknowledged the current bus system from the University of Delaware’s standpoint. Fitzpatrick has held the position for a year and a half. The ten interview questions asked to Fitzpatrick, focused on the issues with the bus system, and possible cost to help fix it (See appendix B). Overall, Fitzpatrick felt there were gaps in the bus schedule of the system; however, the bus driver union greatly constrains the system, constricting the hours a driver can work, and the number of employees allowed in the union. Particularly, part time employees are restricted to 25 hours and full time employees are restricted to 40 hours, with no overtime allowed. Therefore, the only possible way to add another route or additional hours are to buy another bus, which can cost up to $340,000, plus high maintenance costs, and hire another full time driver for this bus, which requires employee benefits.

In Conclusion, the University does see flaws within the bus system, but improvements are difficult to attain and extremely expensive due to the restrictions held by the bus drivers’ union. Therefore, the University would like to make improvements, but the bus drivers’ union would need to be involved and be flexible, or additional funds from the university will need to be obtained to improve the bus system.

Accumulating the results from the surveys and the interview, improvements are deemed necessary from both the student’s and university’s point of view. The improvements would see an increased participation in bus transportation and satisfaction from the students. However they would not like to see their cost on parking permits increase. The university would like to improve the system however is currently restricted from doing so from the bus driver union and a lack of additional funds. Overall, a compromise between the students, the university or the bus diver union, will need to be made to improve the bus system.


 * Conclusions & Recommendations:**

Many factors have contributed to the complaints University of Delaware has received regarding the bus system. From the data collected in student surveys, there are indications that not enough bus service is provided. Students are looking for more service on the weekends and semester breaks. Also, early mornings and late evenings have been targeted as times of inadequate transportation coverage.

In considering recommendations for the University of Delaware to improve this system, DCI has had to work within certain parameters. Union regulations do not allow for overtime to be given to bus drivers. Limits have also been placed on the amount of hours that part time bus drivers may work. In addition, the union will not allow another bus driver to be hired unless another bus is purchased.

Bill Fitzpatrick claims the cost of another bus is about $150,000 for a school bus style, or $300,000-$340,000 for a commuter style bus. An additional driver could be hired for a cost of 15.66 per hour (personal interview, May 8, 2009). The cost of maintaining an additional bus on a yearly basis is approximately $40,000 (personal communication, May 15, 2009). Due to budget constraints for the University of Delaware, DCI does not recommend purchasing another bus and hiring another driver at this time.

According to our student surveys, more buses are needed during both the early morning and late evening routes. The University of Delaware owns and operates 11 buses on campus (www. udel.edu/ transportation). There are enough buses sitting idle. The ideal situation would be to give part time drivers more hours, and increase the amount of buses running at the busiest times. However, Limitations placed by the Union on bus driver’s hours, and ratio of drivers to buses does not make this a feasible option either.

Working within the parameters the union has imposed on transportation services, the most feasible solution would be to reallocate the buses to busier times and routes, as needed. <span style="font-size: 9.5pt; line-height: 115%; font-family: 'Courier New'; mso-fareast-font-family: 'Times New Roman';">Currently there are 11 buses covering nine different routes: <span style="font-size: 9.5pt; line-height: 115%; font-family: 'Arial','sans-serif'; mso-fareast-font-family: 'Times New Roman'; msofareastfontfamily: 'Times New Roman';"> <span style="font-family: 'Arial','sans-serif';">(www. udel.edu/ transportation)
 * <span style="font-family: 'Arial','sans-serif';">Laird: The Laird Campus route runs every 13 minutes from 7:20 am until 2:38 pm, then every 26 minutes until the last stop at 10:38 pm, Monday–Friday.
 * <span style="font-family: 'Arial','sans-serif';">South Campus: The South Campus route runs every 20 minutes from 7:19 am until the last run at 5:59 pm, Monday–Friday.
 * <span style="font-family: 'Arial','sans-serif';">Field House: The Field House/Paper Mill Road route runs every 45 minutes from 7:20 am until the last stop at 6:14 pm, Monday–Friday
 * <span style="font-family: 'Arial','sans-serif';">Elkton Road: The Elkton Road route runs every 20 minutes from 7:11 am until 6:05 pm.
 * <span style="font-family: 'Arial','sans-serif';">Evening 1: Evening Route 1 runs every 40 minutes from 6:15 pm until 11:05 pm.
 * <span style="font-family: 'Arial','sans-serif';">Evening 2: Evening Route 2 runs every 40 minutes starting at 6:15 pm until 10:25 pm.
 * <span style="font-family: 'Arial','sans-serif';">South Chapel/ Wyoming: The South Chapel Street/Wyoming Road route runs every 20 minutes from 7:20 am until the last stop at 6:08 pm, Monday–Friday.
 * <span style="font-family: 'Arial','sans-serif';">Hen After Ten: Makes limited stops Sunday through Wednesday beginning at 10:25 pm. Mostly used for weekend coverage Thursday through Saturday, 10:25 pm – 3:59 am pm
 * <span style="font-family: 'Arial','sans-serif';">Saturday Shopping Center Express: The Saturday Shopping Center Express route runs every 40 minutes from 12:00 pm until the last run at 3:20 pm.

DCI recommends a bus be reallocated to the Hen After Ten Route during the week to fill in the gaps in nighttime coverage. Also, the South Campus route needs another bus to give extra coverage for the early morning stops. University of Delaware will need to work on a compromise with the union to put drivers on the extra hours.

= Works cited = Fitzpatrick, Bill. Personal interview. 8 May 2009. Fitzpatrick, Bill. Personal communication. 15 May 2009. University of Delaware. www.udel.edu/ transportation

**Appendix A**
**__ UD Bus Survey __** 1. Do you use the UD bus system? A) Yes B) No

2. Do you live on campus or commute? A) On Campus B) Commute

3. If you commute, where do you park? A) Delaware Field House B) Off Campus C) Other (Please Specify)

4. How often do you use the UD bus system? A) Multiple times a day B) Once a day C) 2-3 times a week D) Less than 2-3 times a week

5. Do you believe that the UD Bus System can be improved? A) Yes B) No

6. What is the biggest shortcoming of the UD bus system? A) Too long between buses (not enough buses) B) Too many stops (routes take too long) C) Not enough service (late night/early morning) D) Other (Please Specify)

7. Are there times that you opt to not use the bus system due to any shortcomings? A) Yes B) No

8. What do you feel would improve the UD bus system the most? A) More buses for the busiest times/routes B) Fewer stops on each route C) More early morning/late night service D) Other (Please Specify)

9. Would you use the UD bus system more often if these improvements were made? A) Yes B) N0

10. Would you be willing to pay an increased fee for the bus parking lot permit, if there were improved bus routes, and improved parking? A)Yes B)No

Appendix B
**__ Interview with Bill Fitzpatrick __**

Appendix C

 * ** People surveyed: ** || || |||| |||| |||| |||| ||||||  ||
 * ** 141 ** |||| |||| |||| |||| || || ||
 * |||| Survey 1 |||| Survey2 |||| Survey 3 |||| Survey 4 || Total || % ||
 * ** Distribution method ** |||| Electronic |||| Electronic |||| Electronic |||| Hand delivered || || ||
 * ** Do you use the UD bus? ** |||| |||| |||| |||| || || ||
 * Students who use the bus |||| 15 |||| 50 |||| 14 |||| 14 || 93 || 65.96% ||
 * Do not use bus |||| 13 |||| 14 |||| 12 |||| 9 || 48 || 34.04% ||
 * Skipped question |||| 0 |||| 0 |||| 0 |||| 0 || 0 || 0.00% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** Where do you live: ** |||| |||| |||| |||| || || ||
 * Live on campus |||| 9 |||| 56 |||| 21 |||| 16 || 102 || 72.34% ||
 * Commute |||| 19 |||| 8 |||| 5 |||| 7 || 39 || 27.66% ||
 * Skipped question |||| 0 |||| 0 |||| |||| 0 || 0 || 0.00% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** Where do you park: ** |||| |||| |||| |||| || || ||
 * Field house lot |||| 2 |||| 3 |||| 5 |||| 6 || 16 || 11.35% ||
 * Off campus |||| 1 |||| 6 |||| 0 |||| 1 || 8 || 5.67% ||
 * Other |||| 15 |||| 5 |||| 2 |||| 8 || 30 || 21.28% ||
 * Skipped question |||| 10 |||| 50 |||| 19 |||| 8 || 87 || 61.70% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** How often do you use the bus: ** |||| |||| |||| |||| || || ||
 * Multiple times a day |||| 8 |||| 11 |||| 7 |||| 9 || 35 || 24.82% ||
 * Once a day |||| 1 |||| 4 |||| 2 |||| 2 || 9 || 6.38% ||
 * 2-3 times a week |||| 4 |||| 7 |||| 4 |||| 4 || 19 || 13.48% ||
 * Less than 2-3 times a week |||| 9 |||| 40 |||| 13 |||| 8 || 70 || 49.65% ||
 * Skipped question |||| 6 |||| 2 |||| 0 |||| 0 || 8 || 5.67% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** Do you believe the UD bus system can be improved: ** |||| |||| |||| |||| || || ||
 * Yes |||| 19 |||| 63 |||| 23 |||| 21 || 126 || 89.36% ||
 * No |||| 4 |||| 1 |||| 3 |||| 2 || 10 || 7.09% ||
 * Skipped question |||| 5 |||| 0 |||| 0 |||| 0 || 5 || 3.55% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** What is the biggest shortcoming of the bus system: ** |||| |||| |||| |||| || || ||
 * Too long between buses |||| 10 |||| 34 |||| 11 |||| 9 || 64 || 45.39% ||
 * Too many stops |||| 2 |||| 7 |||| 2 |||| 0 || 11 || 7.80% ||
 * Not enough service (late night/early morning/ breaks) |||| 3 |||| 37 |||| 14 |||| 14 || 68 || 48.23% ||
 * other |||| 12 |||| 13 |||| 3 |||| 0 || 28 || 19.86% ||
 * Skipped question |||| 1 |||| 0 |||| 1 |||| 0 || 2 || 1.42% ||
 * |||| 28 |||| 91 |||| 31 |||| 23 || 173 || 122.70% ||
 * do you opt to not use the bus system due to any shortcomings |||| |||| |||| |||| || || ||
 * Yes |||| 15 |||| 58 |||| 19 |||| 18 || 110 || 78.01% ||
 * No |||| 8 |||| 5 |||| 5 |||| 5 || 23 || 16.31% ||
 * Skipped question |||| 5 |||| 1 |||| 2 |||| 0 || 8 || 5.67% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * What do you feel would improve the UD bus system the most: |||| |||| |||| |||| || || ||
 * More buses for the busiest times/routes |||| 14 |||| 41 |||| 12 |||| 16 || 83 || 58.87% ||
 * Fewer stops on each route |||| 1 |||| 5 |||| 1 |||| 1 || 8 || 5.67% ||
 * More service (late night/early morning/ breaks) |||| 6 |||| 36 |||| 16 |||| 6 || 64 || 45.39% ||
 * Other |||| 5 |||| 9 |||| 2 |||| 0 || 16 || 11.35% ||
 * Skipped question |||| 2 |||| 1 |||| 1 |||| 0 || 4 || 2.84% ||
 * |||| 28 |||| 92 |||| 32 |||| 23 || 175 || 124.11% ||
 * ** Would you use the UD bus system more often if these improvements were made ** |||| |||| |||| |||| || || ||
 * Yes |||| 20 |||| 60 |||| 22 |||| 20 || 122 || 86.52% ||
 * No |||| 4 |||| 3 |||| 4 |||| 3 || 14 || 9.93% ||
 * Skipped question |||| 4 |||| 1 |||| 0 |||| 0 || 5 || 3.55% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** Would you be willing to pay an increased fee for the bus parking lot permit, if there were improved bus routes, and improved parking ** |||| |||| |||| |||| || || ||
 * Yes |||| 8 |||| 19 |||| 5 |||| 4 || 36 || 25.53% ||
 * No |||| 16 |||| 42 |||| 21 |||| 18 || 97 || 68.79% ||
 * Skipped question |||| 4 |||| 3 |||| 0 |||| 1 || 8 || 5.67% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||
 * Yes |||| 20 |||| 60 |||| 22 |||| 20 || 122 || 86.52% ||
 * No |||| 4 |||| 3 |||| 4 |||| 3 || 14 || 9.93% ||
 * Skipped question |||| 4 |||| 1 |||| 0 |||| 0 || 5 || 3.55% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * ** Would you be willing to pay an increased fee for the bus parking lot permit, if there were improved bus routes, and improved parking ** |||| |||| |||| |||| || || ||
 * Yes |||| 8 |||| 19 |||| 5 |||| 4 || 36 || 25.53% ||
 * No |||| 16 |||| 42 |||| 21 |||| 18 || 97 || 68.79% ||
 * Skipped question |||| 4 |||| 3 |||| 0 |||| 1 || 8 || 5.67% ||
 * |||| 28 |||| 64 |||| 26 |||| 23 || 141 || 100.00% ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||
 * **multiple responses allowed |||| |||| |||| |||| || || ||

Appendix D
Survey data