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

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SECTION 1. INTRODUCTION AND SUMMARY 1.1 Message from the Minister for Transport, Hon Peter Batchelor MP Welcome to the fifth issue of Track Record, which is produced by the Government to keep you informed about the punctuality and reliability of Victoria’s train, tram and bus services. This issue reports on the quarterly performance of the transport operators from October to December 2000. Two new sections have also been introduced to this Track Record bulletin to ensure that you are kept up to date about all aspects of the public transport network. In Section 5, we have included details of the terms of reference for the independent audit of the performance of the automated ticketing system equipment that has been commissioned by the Government. Section 6 offers an overview of the developments and improvements in services since franchising. The Bracks Government is committed to quality public transport services and ensuring customers enjoy the passenger experience. Continual feedback, monitoring and reportimg are important factors in achieving this. I would like to again thank the transport operators for their ongoing support and contribution to Track Record. Many thanks also to those people in the community who have provided valuable feedback about the bulletin and our public transport network. Copies of this bulletin are also accessible via the Internet on the Department of Infrastructure’s web site at www.doi.vic.gov.au. 1
Track Record Victoria’s Train, Tram and Bus Services 2 1.2 Background On 29 August 1999, responsibility for the operation of Victorian train and tram services transferred from the Government to a number of private-sector companies: • Yarra Trams was franchised to MetroLink Pty Ltd • Hillside Trains was franchised to Melbourne Transport Enterprises (now trading as Connex Trains Melbourne) • Bayside Trains, Swanston Trams and V/Line Passenger were franchised to National Express Group Australia. Each operator entered into a legally binding franchise agreement with the Government for a period of 10 years for V/Line Passenger, 12 years for Swanston Trams and Yarra Trams and 15 years for Bayside Trains and Connex Trains. This followed a program of bus privatisation which, by mid-1998, had transferred the previously government-owned MetBus to two private sector companies (National Bus Company and Melbourne Bus Link). The whole metropolitan route bus service is now operated by 39 separate private-sector companies under government contracts for 10-year terms which expire in 2007 and 2008. The franchise agreements and bus contracts are managed by John Taylor, Director of Public Transport in the Department of Infrastructure. The agreements and contracts set out overall levels of service that each operator is required to provide, the tickets they must offer (including Metcard), the maximum fares they can charge for tickets and other performance standards. The Bracks Government is monitoring the quality of service that the operators are providing for the community, particularly: • punctuality and reliability – comparing the performance of train, tram and bus services with government-set punctuality and service delivery targets • customer satisfaction – using passenger surveys to measure whether operators are providing the quality service their customers expect. This issue of Track Record presents a brief overview of service delivery performance for the quarter ended 31 December 2000. It also includes an overview of the performance of ticketing equipment and a summary of changes and additions to metropolitan transport routes since franchising. 1.3 Key results Punctuality Bayside Trains was the only operator to show an improvement in punctuality from the September quarter 2000 to the December quarter 2000. Connex Trains achieved the highest punctuality rate with 96.7 per cent, with Bayside Trains at 96.5 per cent, Yarra Trams at 75.2 per cent and Swanston Trams at 70.7 per cent. V/Line Passenger recorded a punctuality rate of 92 per cent and metropolitan buses a punctuality rate of 91 per cent. The on-time performance of all operators was lower when comparing the December quarter 2000 with the December quarter 1999. Cancellations The metropolitan tram operators (Swanston Trams and Yarra Trams) each achieved a marginal improvement in service reliability compared with the previous quarter, however the cancellation rate for Swanston Trams in the December quarter 2000 was almost twice that for the same quarter in 1999. Bayside Trains achieved an increase in service reliability for the second successive quarter, while there was a marginal decrease in service reliability for Connex Trains. The cancellation rate for V/Line Passenger increased significantly during the quarter to 0.8 per cent, while the cancellation rate for metropolitan buses remained steady at a low 0.1 per cent of scheduled services. Performance Payments For the December quarter 2000, $763,000 in net penalties were incurred by the public transport operators. Bayside Trains, Connex Trains and Yarra Trams all received bonus payments for exceeding performance targets during the December quarter 2000, while V/Line Passenger and Swanston Trams incurred substantial penalties. The large penalty payment for V/Line Passenger train, around $1.3 million, was largely the result of a disruption to services caused by industrial action and excludes the effect of the Corio overpass collapse. Customer satisfaction Overall customer satisfaction with metropolitan public transport services increased significantly from the September to the December quarter 2000. No significant declines in satisfaction were recorded for any other operator or for any aspect of service. Bayside Trains achieved a significant increase in overall satisfaction in the December quarter 2000 following a significant decline in the previous quarter.
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Track Record 5, October to December 2000 - Public Transport Victoria

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