Track Record - Public Transport Victoria

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Track Record Victoria’s Train, Tram and Bus Services CONTENTS PAGE SECTION 1. INTRODUCTION AND SUMMARY 1.1 Introduction 1 1.2 Overview/Highlights 1 1.3 Background 2 1.4 New Year’s Eve services 3 SECTION 2. PUNCTUALITY AND RELIABILITY 2.1 Performance monitoring 4 2.2 Punctuality 4 2.3 Reliability 5 2.4 Passenger compensation 6 SECTION 3. PAYMENTS 3.1 Introduction 7 3.2 Payments for public transport services 7 SECTION 4. CUSTOMER SATISFACTION 4.1 Customer satisfaction survey methodology 10 4.2 Overall satisfaction with services 10 4.3 Key aspects of service quality for train, tram, bus and coach 12 SECTION 5. PERFORMANCE OF AUTOMATIC TICKETING SYSTEM EQUIPMENT 5.1 Background 15 5.2 Customer Defined Availability (CDA) reporting 15 5.3 Vandalism of ATS equipment 16 SECTION 6. METROPOLITAN TRANSPORT PLAN 17 OBTAINING COPIES OF TRACK RECORD 20 FEEDBACK 21
Track Record Victoria’s Train, Tram and Bus Services SECTION 1. INTRODUCTION AND SUMMARY 1.1 Introduction Track Record is a quarterly report about the performance of Victoria’s public transport services. This issue of Track Record presents performance information for the 1 October to 31 December 2004 quarter. There is also a feature section which presents information on the Metropolitan Transport Plan, which was launched by the Minister for Transport in November 2004. A supplementary monthly bulletin appears on the DOI web site some fifteen days after the end of each month. This monthly bulletin gives line-by-line punctuality and reliability information on the metropolitan train and tram services and on V/Line Passenger train services. The address for the DOI web site is: www.doi.vic.gov.au/transport Back copies of Track Record are also available on the web site. 1.2 Overview/Highlights • New Year’s Eve was a great success for public transport in Melbourne, with free public transport available from 3 pm and services running all night. Trams, trains and buses were well patronised all night, with more than 250,000 people attending events in the city taking advantage of the free public transport options on offer. • The Metropolitan Transport Plan was launched on 25 November 2004. This plan describes priorities and actions to improve Melbourne’s transport system, including public transport, with two key objectives of reducing traffic congestion and increasing public transport use. • On 17 October 2004, Yarra Trams made changes to several routes to increase service frequency. º Route 16 (St. Kilda Beach) and Route 69 (Kew) combined to form a new Route 16 running from Melbourne University to Kew via the CBD and St. Kilda. The new route provides an additional 107 full-length services per week by comparison with the old Route 16, and an extra 85 full-length trips when compared to the old Route 69. º Route 8 (Toorak) and Route 22 (Moreland) merged to form a new Route 8 running from Toorak to Moreland via the CBD and Lygon Street. The new Route 8 provides an additional 588 trips each week along Lygon Street and an extra 78 full-length trips each week between Toorak and Melbourne University. • The reliability and punctuality of Yarra Trams remained at a high level this quarter, with performance better than the same period last year. However, there was a slight increase in cancellations when compared to the September quarter 2004. Overall customer satisfaction with Yarra Trams has been trending upwards over the last four quarters, in line with the strong service delivery performance. • With the metropolitan train service, run by Connex, cancellations fell from 1.4 to 1.3 per cent and punctuality improved from 94.2 to 94.5 per cent from the September to December quarters 2004. This improvement by Connex reflects the success of initiatives introduced by Connex and the Government to deal with driver shortages, including support by drivers for revised work practices. However, the reliability of metropolitan train services continues to be below the levels achieved in late 2002 (around 0.4 per cent cancellations). • There was a reduction in service delivery performance for V/Line Passenger trains this quarter, with cancellations increasing to 1.0 per cent (from 0.7 per cent the previous quarter) and punctuality decreasing from 88.2 per cent to 85.0 per cent for the December quarter 2004. Eligible V/Line Passenger train customers were able to claim compensation due to punctuality falling below the 92 per cent threshold on all five corridors during October, November and December 2004. This decrease in performance is largely attributable to the operational difficulties associated with the loss of almost half of V/Line’s platforms and operating space due to the redevelopment of Spencer Street Station. • Yarra Trams incurred a penalty of $73,000 for below-target service delivery performance, while V/Line Passenger and Connex incurred penalties of $0.99 million and $4.89 million respectively. 1
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Track Record - Public Transport Victoria

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