4. Developing the Taxi Transformation Plan - SPAD

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certain times of day. In addition, individual licence plate holders will often use the vehicle as a family car for example at school run times further reducing supply at key periods of the day. Despite this operators believe supply exceeds demand throughout the day, and there are too many taxis operating across the region, and therefore licence numbers should be capped. Operators are generally unhappy with the current budget vehicle specifications. They recognise customers want more space and they would like the opportunity to be allowed larger vehicles to meet customer demand. However it is noted that the fare structure determines the vehicles they can afford to purchase and on the current budget structure they would struggle to purchase a vehicle above the RM 43,000 price point. There is a perception that spare parts and maintenance are expensive and there is also no allowance or subsidy for the instillation of NGV. The operators consulted highlighted there are industry wide problems relating to driving standards. It was recognised there are good and bad drivers but a lack of monitoring, enforcement and training allow driving standards to vary significantly. Operators believe fewer people are choosing taxi driving as a career and it is not seen as a skilled industry. They believe there needs to be an accredited driver training programme introduced in order to improve service delivery and raise standards within the industry. It is considered that this needs to cover a wide range of subjects including; driving skills, customer service, health and hygiene and the knowledge. Operators state they do not obtain sufficient return in order to pay for training and that tourism monies should be used to develop a course to raise standards across the industry. A key problem that the consulted operators raised as an issue across the industry was the practice of drivers jumping from one company to another. There is no way of tracking a drivers‟ history, their performance and any convictions or problems and operators want to make sure the drivers they employ are suitable and providing good service to their customers. Operators were concerned at the lack of long term transport policy, particularly taxi policy and changes to the licensing systems. They were happy for SPAD to set future policy but wanted to be consulted and a suitable long term policy to be set and not tampered with every year. This is important as it allows companies to set business forecasts and understand the level of investment they can make in their business. There is a current reluctance to invest in new vehicles or renew them prior to the age limit due to uncertainties in future policy. Operators stated there were too many taxi associations and not all companies and drivers joined the associations. This made any changes in policy difficult to communicate to all drivers and operators. Operators suggested it would be sensible for SPAD to take over the issuing of taxi driver cards and PSV licences from JPJ as SPAD is in charge of public transport. This would make licensing, regulation and enforcement easier to manage and monitor. Page 22
2.13) Public Concerns Public feedback on taxi services has been obtained through examination of recent customer complaints and the latest Pemandu Q3 2010 NKRA Baseline Survey. The survey assessed public transport users‟ satisfaction levels with the service they received. Figure 2.6 shows 89% of taxi users found the service provided satisfactory or acceptable. Taxi users displayed the second highest satisfaction levels behind LRT users. It is recognised that these figures only represent service users and in order to understand satisfaction levels across the wider population it is important to undertake wider reaching public attitude surveys with both service users and non users. It is likely that a satisfaction measurement which includes non users will therefore be lower meaning that overall satisfaction levels are likely below the current 89% quoted. Figure 2.6: Public Transport Users Satisfaction Levels, (source Pemandu Q3 2010) Other customer feedback has been obtained from a log of customer complaints received by the central complaints management division. The operator consultation highlighted that complaints are not always reported to the official body and that operators receive, investigate and deal with customer complaints themselves in parallel to the official processes. The implication is that there is no central comprehensive log of customer concerns as some are never officially reported by the operators receiving them. Of the official concerns reported by the public the key themes can be divided into three areas; drivers, vehicles and overall journey experience. These can be summarised in Table 2.10: Page 23
Page 2 and 3: Contents 1. Background ............
Page 4 and 5: List of Abbreviations AM Hour Avera
Page 6 and 7: P&R RTPI RUC SMS SPAD TDM TDMP TfL
Page 8 and 9: 1. Background SPAD (Suruhanjaya Pen
Page 10 and 11: 1.2) Objectives The objectives of t
Page 12 and 13: The TTP proposes the following seve
Page 14 and 15: 2. Assessment of Current Conditions
Page 16 and 17: Population and employment densities
Page 18 and 19: Table 2.3: Budget Taxi Class - Lice
Page 20 and 21: The applicants could apply for the
Page 22 and 23: Table 2.6: Current Operator Require
Page 24 and 25: While standard fares are charged by
Page 26 and 27: Table 2.9: Current Vehicle Operatin
Page 30 and 31: Table 2.10: Public Transport Users
Page 32 and 33: 3. Looking to the Future of Taxis 3
Page 34 and 35: Table 3.2: Comparison of Driver Req
Page 36 and 37: Taxi/Population (1000s) Figure 3.2:
Page 38 and 39: It is clear that in the internation
Page 40 and 41: 3.6) Where Do We Want To We- For Th
Page 42 and 43: Developing the Taxi Transformation
Page 44 and 45: High Low 4.3) Initiative 1 - Regula
Page 46 and 47: A review of taxi operating costs an
Page 48 and 49: 4.4.3) Vehicle Standards/Specificat
Page 50 and 51: 4.5.2) Enforcing Existing Driver Re
Page 52 and 53: drivers receiving positive feedback
Page 54 and 55: Summary of Recommendations- Access,
Page 56 and 57: Operator‟s feedback detailed in C
Page 58 and 59: Phasing and Delivery 5
Page 60 and 61: Increasing SPAD Policy Influence Le
Page 62 and 63: PROPOSAL Likely Cost Likely Benefit
Page 64 and 65: Table 5.3: Vehicle Policy Intervent
Page 66 and 67: Table 5.5: Network/External Policy
Page 68 and 69: 5.4) Phasing and Implementation Bas
Page 70 and 71: Summary 6
Page 72: Table 6.1: Summary of the LPTMP Aga

4. Developing the Taxi Transformation Plan - SPAD

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