Development of resilience factors and indicators in an urban public transportation provider to evaluate passenger station resiliency

Recent major disruptions have changed the way we look at the importance of business and operational resiliency. For example, operational Resiliency in City Transportation Services is critical to make sure that the mobility of people is not disrupted too long after a major disruption. Instead, it must bounce back quickly to the normal level or the desired condition. However, there is not much literature on defining and translating the concept of resiliency to evaluate institutional preparedness. Therefore, this paper aims to explore how to translate a concept of resiliency with four aspects of resilience (robustness, resourcefulness, redundancy, and rapidity) into a set of indicators groups found in organizational functions. We use literature studies and focus group discussions with experts on defining the indicators and using a Mass Rapid Transit Operations case study. We then prioritize this indicators group as a guide for each passenger station improvement using the AHP method (Analytical Hierarchy Process) and TOPSIS method (Technique for Order of Preference by Similarity to Ideal Solution) to achieve the passenger station rank on their resiliency performance.