California State Rail Plan 2007-08 to 2017-18

Chapter VIII – The Capitol CorridorTEN-YEAR OPERATIONAL AND SERVICE IMPROVEMENTPLANSON-TIME PERFORMANCEThe CCJPA’s goal is to maintain on-time-performance (OTP) at a minimum of90 percent throughout the Plan period. This goal is based on the fullimplementation of the unconstrained capital program described in Chapter II.Increased OTP provides improved service reliability and is the most effective toolfor gaining and securing ridership. OTP has consistently been the underperformingmeasure since the inception of service. In December 2003, Amtrak,CCJPA and Union Pacific Railroad (UP) revised the incentive payments to becalculated separately from UP’s incentive payments for other Amtrak trains; this isintended to give the UP more incentive to increase OTP on this route. OTP over92 percent receives increased incentive payments. This measure has had somesuccess but more successful have been the ongoing discussions with UP and stepstaken early in 2007 by UP to revise their freight rail operating plan to free upcapacity for freight long-hauls and passenger trains, thus improving servicereliability and OTP.Most capital funds received in the past and programmed or planned are aimed atprojects to improve reliability and capacity. The increase in capacity provides theUP dispatchers more options to maintain reliable, on-time service for all trainsoperating on the route, as well as allowing additional frequencies when approvedby the UP as part of the project agreement.ENHANCE CUSTOMER SATISFACTIONThe CCJPA’s June 2005 Vision Plan contains a number of goals for improvingcustomer satisfaction. Use of technology and innovation is a major theme fromthe Vision Plan. Some programs have already been initiated including expandedticket vending machines, online and voice recognition trip planning and trainstatus updates, and public information displays. Future projects include wirelessinternet access with the potential for real-time on-board digital information onoperations, automated ticket validation on board the trains, and a revised ticketingand data management process that will emphasize a better customer relationship,termed customer relationship management (CRM).COMPREHENSIVE WIRELESS NETWORKBeginning in fall of 2003, the Capitol Corridor offered internet service in selectedcars on a pilot basis. Usage dropped off significantly when a fee was charged forthe service, and the CCJPA learned through research that more technologies thatcould perform at a higher level were becoming available. As well, the CCJPA didnot understand the precise business models that could allow the service to workfor both passengers and the rail operator. The CCJPA is now poised to procuresuch a system after additional research with experts in the wireless industry,123