Track Record 5, October to December 2000 - Public Transport Victoria

CONTENTS
PAGE
SECTION 1. INTRODUCTION AND SUMMARY
1.1 Message from the Minister for Transport 1
1.2 Background 2
1.3 Key results 2
SECTION 2.
PUNCTUALITY AND RELIABILITY
2.1 Performance monitoring 3
2.2 Punctuality 3
2.3 Reliability 5
2.4 Passenger Compensation 7
SECTION 3. PAYMENTS
3.1 Operational performance incentives and penalties 8
3.2 Passenger growth incentives 9
3.3 Other payments to franchisees 9
3.4 Total payments 10
SECTION 4.
CUSTOMER SATISFACTION
4.1 Customer satisfaction survey methodology 11
4.2 Overall satisfaction with services 11
4.3 Key aspects of service quality for train, tram, bus and coach 13
SECTION 5.
PERFORMANCE OF AUTOMATED
TICKETING SYSTEM EQUIPMENT
5.1 Automated ticketing system 17
5.2 Independent audit of Automatic Ticketing System equipment 17
SECTION 6.
SERVICE CHANGES SINCE FRANCHISING
6.1 Additions to train and tram services 18
6.2 Service improvements and developments since Franchising 18
OBTAINING COPIES OF TRACK RECORD 20
FEEDBACK 21