The Transit Operator Exam administration process at the San Francisco Municipal Transportation Agency (SFMTA) was labor intensive, time-consuming, error-prone, and created duplicative work.
Delays in exam administration result in longer hiring times, which can contribute to unfilled Transit Operator training classes which can lead to not meeting their planned service hour targets, resulting in transit delays for residents.
The SFMTA’s Exams Unit chose to measure two key performance indicators: time to hire and the number of complete applications turned in at the exam site.
The team implemented improvements and had some of these results:
- Created a new exam notice that reduced the number of mistakes made by candidates
- Eliminated the SFMTA driving exam which created a more efficient process that eliminated hours of work to administer and score the internal driving exam
- Implemented continuous testing for Transit Operator candidates to maintain a robust eligible list