Track Record - Public Transport Victoria

Track Record
Victoria’s Train, Tram and Bus Services
Quarterly
Performance Bulletin:
July – September 2004
20
October 2004
The Department of Infrastructure

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 Towards a new experience for country travel 2
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
OBTAINING COPIES OF TRACK RECORD 17
FEEDBACK 18

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 July to 30 September 2004 quarter. A feature section
also presents information on:
• The redevelopment of the Spencer Street Station, and
• The new V/Line passenger trains currently undergoing trials prior to being introduced into commercial service.
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 available on the web site.
1.2 Overview/Highlights
• On 11 July 2004 regular passenger train services were returned to Ararat for the first time in ten years, with
twice-daily services in each direction between Melbourne and Ararat.
• The initiatives being implemented to increase metropolitan train driver numbers and rolling stock availability
(refer to Track Record 19) are having gradual effect with substantially fewer train cancellations being recorded in
September. Metropolitan train cancellations reduced from 1.9 per cent to 1.4 per cent of scheduled services from
the June to the September quarters 2004. The reliability of metropolitan train services however remains below
the levels achieved across the metropolitan network (around 0.4 per cent cancellations) in late 2002. The service
punctuality achieved by Connex fell from 95.0 per cent to 94.2 per cent of services.
• The reliability and punctuality of service delivery by Yarra Trams remained high, with cancellations at 0.4 per cent
of services and punctuality at 82.8 per cent. This has been accompanied by a discernible improving trend in
customer satisfaction with tram services over the past three quarters.
• The service delivery of V/Line Passenger trains improved with cancellations falling from 0.9 per cent of scheduled
services to 0.7 per cent, and punctuality improving slightly. However, with the significant upgrade program at
Spencer Street Station affecting the timely delivery of services, V/Line has provided customer compensation to
eligible passengers on many lines throughout the quarter.
• Yarra Trams received a net incentive payment of $0.9 million for exceeding target levels of OPR 1 performance,
while Connex and V/Line Passenger incurred penalties of $4.6 million and $0.9 million respectively for below-target
performance.
• On 31 August 2004, Pacific National (PN) completed its acquisition of Victorian rail freight operator, Freight
Australia. With the acquisition, PN has become the lessee of the regional intrastate rail network and the provider
of track access to V/Line Passenger. The Director of Public Transport approved the sale on the basis of PN’s
agreement to a series of amendments to its Infrastructure Lease, which will facilitate the delivery of major State
rail projects and third party competitive access to the regional rail network.
1. Operational Performance Regime
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Track Record
Victoria’s Train, Tram and Bus Services
1.3 Background
Bus, train and tram public transport in Victoria is operated by the private sector under various contract or franchise
arrangements with the State. These arrangements have progressively been established in the period 1986–2004.
The most recent arrangements commenced on 18 April 2004 when new metropolitan rail partnerships were established.
These replaced the four previous metropolitan rail franchises with one train franchise (Connex) and one tram franchise
(Yarra Trams).
In addition, a contract was established with a new body, Metlink (wholly owned by the metropolitan operators),
for a range of system-wide functions such as passenger information, marketing and complaints handling.
V/Line Passenger, the non-metropolitan operator, was returned to public sector operation in late 2003. More recently
the Government authorised the transfer of Hoys Roadlines and West Coast Railway services to V/Line Passenger. V/Line
assumed operation of the Shepparton and Cobram services, operated by Hoys, on 1 July 2004 and the Warrnambool
services, operated by West Coast, on 1 September 2004.
All train and tram partnership agreements and bus contracts are managed by the Director of Public Transport in DOI.
The agreements and contracts specify the levels of service which 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.
Through these contractual arrangements, the Government monitors the quality of services provided to the community
by the operators, particularly:
• Punctuality and reliability – comparing the performance of train, tram and bus services with government-set
punctuality and service delivery targets, and
• Customer satisfaction – using surveys to measure whether operators are providing the quality of service
customers expect.
1.4 Towards a new experience for country travel
New V/Line V’Locity trains
V/Line’s high-speed V’Locity 160 trains will play an important role in bringing the benefits of the Government’s Regional
Fast Rail Project to V/Line customers.
Bombardier Transportation has been contracted to provide 38 trains, to be manufactured locally and to have more than
70 percent Australian content. The first train rolled off Bombardier’s Dandenong assembly line in May 2004. An intensive
program of formal testing began in June, covering safety, reliability and comfort. Twenty-two trains are scheduled for
delivery by the end of 2005 and another 16 by the second half of 2006.
The introduction of V/Line’s V’Locity trains will mark a new era of travel across regional Victoria. Capable of speeds of up to
160 km/h, the state-of-the-art trains have been specifically designed to meet the needs of V/Line’s customers. Incorporating
proven technology, and best-practice systems from around the world, the V’Locity trains will offer new levels of reliability
and customer comfort.
A new V’Locity 160 train undergoing testing on the Latrobe Valley Line
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Victoria’s Train, Tram and Bus Services
Emerging trends, safety requirements, service performance and other relevant standards have been incorporated into the
vehicle’s design, manufacture, maintenance and operation. Each V’Locity unit consists of two semi-permanently attached
carriages. The units can be linked to make up a train of up to eight carriages, which gives V/Line the flexibility to match
train size to customer demand. Key features include:
• Seating for 144 passengers
• Wider 4-across (2 x 2) seating, with a seat width equivalent to current first class standards
• Adjustable armrests
• Full wheelchair access
• A new passenger information system that displays stops
• Toilets and other amenities
• Climate control
• Trains will be brought into service progressively from early 2005.
Spencer Street Station Redevelopment
Construction works associated with the $700 million redevelopment of the Spencer Street Station precinct continued to
advance over the past quarter, with substantial progress made across the site. The old station building, which was closed
in March 2004, has now been demolished to ground level. The demolition works have also seen alterations to the Bourke
Street Bridge begin.
The first new passenger area opened to the public in July 2004. Situated near the corner of Collins and Spencer Streets, this
area provides access to regional and interstate ticketing, customer services, a temporary luggage hall and new restrooms.
Spencer Street Station’s innovative ‘wave’ roof during construction
In order to accelerate development works, the State has introduced a number of new access arrangements for Civic Nexus’
building contractors, Leighton Contractors.
In August 2004 Leighton Contractors was granted partial access to the Collins Street extension to allow the group to
extend its roof construction operations. The agreement, which is expected to be in place for 12 months, has seen trams
removed and traffic reduced to two lanes between Spencer Street and Batman Drive from 6am until 8pm each day. During
the year the extension will close most nights, however, full pedestrian access will be maintained 24 hours a day on the
southern side.
In September 2004 Leighton Contractors was granted 24–hour access to platforms 4–7 at the station, a move which saw
the southern end of the platforms close. This access agreement has allowed Leighton Contractors to erect a number of new
tower cranes on site and begin lifting roof sections over non-operating rail areas during the day.
Upgrade works on platforms 4–7 are also expected to be carried out while the access agreements are in place.
Development of the new access agreements required input and agreement from a number of bodies including the Spencer
Street Station Authority, VicUrban, V/Line and Connex. Civic Nexus and Leighton Contractors now expect the new transport
interchange to be complete by the end of 2005.
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Track Record
Victoria’s Train, Tram and Bus Services
SECTION 2.
PUNCTUALITY AND RELIABILITY
2.1 Performance monitoring
Every train and tram service in the timetable is monitored every day of the week. Delays, cancellations or other service
failures are measured to the nearest 60 seconds and ‘weighted’ according to the number of people estimated to be
travelling on the train or tram. The passenger weightings vary according to the time period, day of week and direction of
travel. Delays to a heavily loaded peak train or tram are given a greater value than delays to a lesser loaded off-peak train or
tram. This detailed system provides a measure of operational performance expressed in ‘passenger weighted minutes’ of
delay.
‘Passenger weighted minutes’ in each month are checked against performance targets set in the partnership agreements.
Performance against these targets determines whether a bonus or penalty is applicable. From July 2004, these
performance targets required improvements over the 1998 levels of 13 per cent (for V/Line Passenger trains), 30 per cent
(for metropolitan trams) and 36 per cent (for metropolitan trains), before bonus payments are made. Metropolitan bus
services are not included in this performance regime. Performance data for bus services (‘on-time’ running and
cancellations) is provided by bus operators via monthly Key Performance Indicator returns.
2.2 Punctuality
Table 1 and Figure 1 show on-time performance achieved by the metropolitan trains and trams, V/Line Passenger trains
and metropolitan buses from the September quarter 2003 to the September quarter 2004.
Metropolitan tram on-time performance has improved noticeably during the last five quarters while metropolitan train
punctuality has fallen. The initiatives being implemented to improve metropolitan train service delivery performance are
described in Section 1.5 of Track Record 19.
V/Line Passenger train punctuality has also deteriorated over the period, however there has been a slight recovery in the
most recent quarter. It should be noted that the redevelopment of Spencer Street Station – V/Line’s operating hub – has
affected its ability to deliver its services in a punctual manner. Also, in the last five months V/Line Passenger have
introduced, or assumed responsibility for, new services to Ararat, Bairnsdale, Shepparton and Warrnambool.
Table 1. On-time performance for trains, trams and buses as a % of services run 1
Jul.–Sep. 2003 Oct.–Dec. 2003 Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sep. 2004
Metro trains 96.4 96.3 95.8 95.0 94.2
V/Line Passenger 2 95.1 91.9 90.4 87.3 88.2
Metro trams 3
at destination 66.9 66.4 67.4 69.9 69.8
average 81.0 80.0 81.1 82.7 82.8
Metro buses 92.6 92.3 93.7 91.2 92.0
1. On-time performance is measured at the end of the journey for trains and buses. A metropolitan train or tram service is considered on time if it arrives no more
than 59 seconds before and no more than five minutes and 59 seconds after the time in the timetable. For metropolitan buses, on time is defined as not more than
two minutes early or five minutes late at their destination. For V/Line Passenger, early arrival at the destination has been included in the on-time figure.
2. Refers to V/Line Passenger train services.
3. Tram on-time performance is measured at monitoring points along the route (average of second, third and fourth monitoring points of a total of five) and also near
the destination (at point four of a total of five). Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performance
figures and the average punctuality are reported in the above table.
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Victoria’s Train, Tram and Bus Services
Figure 1. On-time performance for trains, trams and buses
Percentage of services running on time
100
90
80
70
60
Metro trains
V/Line Passenger
trains
Metro trams –
at destination
Metro trams –
average over route
Metro buses
50
Jul.–Sept. 2003 Oct.–Dec. 2003 Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sept. 2004
2.3 Reliability
Table 2 and Figure 2 show the proportion of scheduled train, tram and metropolitan bus services that were cancelled in the
period from the September quarter 2003 to the September quarter 2004. There has been an improvement in the reliability of
metropolitan train services since the previous quarter with cancellations in the month of September 2004 falling to 0.9 per
cent, as reported in the Track Record monthly bulletin (available on the DOI web site). This improvement in performance is
partly the result of steps taken to alleviate the impacts of the industry-wide shortage of train drivers discussed in Section
1.5 of Track Record 19.
The reliability of tram services remained high for the September 2004 quarter with cancellations at 0.4 per cent of
scheduled services.
The level of cancellations of metropolitan bus services has returned to normal levels following resolution of disputation
associated with the National Bus Company enterprise agreement.
Table 2. Cancellations of trains, trams and buses as a % of services scheduled 1
Jul.–Sep. 2003 Oct.–Dec. 2003 Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sep. 2004
Metro trains 0.7 1.3 1.0 1.9 1.4
V/Line Passenger 2 0.4 1.0 0.4 0.9 0.7
Metro trams 0.3 0.5 0.4 0.4 0.4
Metro buses 3 0.0 0.0 0.0 0.7 0.0
1. A reduction in services cancelled represents an improvement in performance. Please note that for the purposes of determining customer compensation, franchisees
may use different methodologies to calculate reliability (see Section 2.4).
2. Refers to V/Line Passenger train services.
3. The level of metropolitan bus cancellations is based on a random sample of services for the quarter. Metropolitan buses recorded cancellations at 0.02 per cent for
the September and December quarters 2003, 0.01 per cent for the March quarter 2004 and 0.04 per cent for the September quarter 2004, or 0.0 per cent for these
four quarters after rounding.
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Victoria’s Train, Tram and Bus Services
Figure 2. Cancellation of trains, trams and buses 1
Percentage of services cancelled
3.0
2.5
2.0
1.5
1.0
0.5
Metro trains
V/Line Passenger
trains
Metro trams
Metro buses
0.0
Jul.–Sept. 2003 Oct.–Dec. 2003 Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sept. 2004
1. Metro bus cancellations increased significantly in the June quarter 2004 due to disputation associated with the new National Bus Company enterprise agreement.
2.4 Passenger compensation
Train and tram operators are required through their partnership agreements to provide service levels above a governmentset
threshold. This arrangement applies to punctuality – ‘Was the service on time?’ – and reliability – ‘Did the service
actually run?’.
Operators must report to customers on a monthly basis as to whether or not they have met these minimum service
requirements.
Should an operator not meet minimum service level requirements, compensation (usually in the form of complimentary
tickets) must be provided to customers. This applies only to passengers holding valid periodical tickets of four weeks or
more who travelled on the service concerned during the month in question. Applications for compensation are made
directly to the operator.
Since June 2000, operators have been required to apply Compensation Codes on a monthly basis and to report the results
to customers. This section outlines whether franchisees met minimum service level requirements. Table 3 sets out the
threshold service levels for each operator.
The new partnership agreements with Connex and Yarra Trams require the introduction of revised customer compensation
codes. The Department has received draft Customer Service Charters and Compensation Codes from both Connex Trains
and Yarra Trams. The Department in consultation with the Public Transport Customer Consultative Committee is currently
reviewing these documents, which should be finalised by the next publication of Track Record.
Table 3. Service level thresholds for compensation purposes
Metro trains V/Line Passenger Metro trams
Punctuality 92% 92% 80% 1
Punctuality is defined as the percentage of scheduled services that ran on time. On time for compensation purposes
is considered within five minutes of timetable time for Metropolitan trains and V/Line Passenger trains and within one
minute early or up to six minutes late for trams.
Reliability 95% 96% 95%
Reliability is defined as the percentage of scheduled services that actually ran. The exception is trams, where reliability
is measured by the percentage of actual service kilometres delivered compared to the scheduled kilometres.
1. This threshold punctuality level of 80 per cent for tram services relates to the average of the punctuality at the second, third and fourth of the five monitoring points
along the length of the route.
Metropolitan trains and trams exceeded the specified minimum performance standards during July, August and September
2004 and therefore the Compensation Code was not applicable.
Eligible V/Line Passenger train customers were able to claim compensation 2 due to punctuality falling below the 92 per cent
threshold on the Traralgon, Seymour and Bendigo corridors for July, August and September 2004 and the Geelong and
Ballarat corridors for September 2004.
2. During the period relating to Regional Fast Rail works, V/Line service performance and the Compensation Code will be assessed by corridor rather than for the
network overall.
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Victoria’s Train, Tram and Bus Services
SECTION 3.
PAYMENTS
3.1 Introduction
As the new rail partnerships are on a different funding basis from that which applied under the prior franchise
arrangements, a revised presentation on payments for public transport services is provided. The presentation includes
information on the farebox collected and distributed in the relevant period as well as components of the contract payments
made by the State to the various operators and major service suppliers for the services provided.
As in previous issues of Track Record, the incentive and penalty payments relating to performance during a particular period
are reported on an accrual basis. Other reported payments refer to the cash amounts that are paid, with adjustments for
prior periods where appropriate. All payments are exclusive of GST. Negative figures represent payments by the franchisee
to the State.
3.2 Payments for public transport services
The payment information provided in Tables 4 and 5 relate to the new metropolitan rail franchise partnerships which
commenced 18 April 2004. The first quarter payments relate only to the period 18 April to 30 June 2004, while the
second quarter figures relate to the full period 1 July to 30 September 2004.
The farebox payments in each table represent an agreed distribution of 40 per cent of the metropolitan farebox to each
of the rail franchisees. The balance (20 per cent) is remitted to the State. Total metropolitan farebox revenue collected in
the 1 July to 30 September 2004 quarter amounted to $92.0 million (GST excluded).
The metropolitan train franchisee (Connex) paid $4.6 million in OPR penalty payments to the State over the period.
This amount is net of State adjustments. The related service delivery performance to which these penalty payments
apply is presented in Section 2 of this bulletin.
Over the same period above-target service delivery performance by the metropolitan tram franchisee (Yarra) has resulted
in OPR incentive payments of $0.9 million being paid.
All other payments in Tables 4 and 5 are State contract payments to the rail franchisees under the categories as noted.
Maintenance payments include payment for maintenance of all fixed infrastructure, track, overhead systems, signals etc.
The maintenance or refurbishment of rolling stock is included in base contract sums. Capital payments include payments
for metropolitan train or tram network extensions and works on track, stations or stops which are not of a maintenance
nature.
Table 4. Metropolitan Train payments ($,000)
Payment type Apr 1 .–Jun. 2004 Jul.–Sep. 2004
Base contract 42,888 38,541
Farebox 29,434 36,785
Concession top-up - 3,856
Maintenance - 9,472
Rolling stock adjustment 11,479 16,909
Incentive and penalty -2,400 -4,550
Capital projects - 5,970
Other -1,978 -
TOTAL 79,423 106,983
1. Payments only apply from 18 April 2004 – the commencement date of the new Partnership Agreement.
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Victoria’s Train, Tram and Bus Services
Table 5. Metropolitan Tram payments ($,000)
Payment type Apr 1 .–Jun. 2004 Jul.–Sep. 2004
Base contract 4,155 2,163
Farebox 29,434 36,785
Concession top-up - 3,856
Maintenance - 9,593
Rolling stock adjustment 5,543 7,563
Incentive and penalty 496 885
Capital projects 2,970 1,798
Other 10,093 -
TOTAL 52,691 62,643
1. Payments only apply from 18 April 2004 – the commencement date of the new Partnership Agreement.
Payments by the State to the regional rail operators (V/Line and West Coast) – including payments for coach services
directly contracted by V/Line – are summarised in total in Table 6. Farebox revenue collected by these operators for
services supplied is retained by them and is included under ‘Payment type’ to provide an overall indication of the cost
of the services. State contract payments represent the net payments required for those operators to run the services.
Due to the need to close rail corridors for significant periods to permit Regional Fast Rail works to proceed, no performance
payment incentive regime was applied to V/Line Passenger rail services over the June quarter 2004. The OPR for V/Line rail
services resumed on 8 July 2004 with completion of major Regional Fast Rail works on the Latrobe and Ballarat corridors.
V/Line Passenger paid a penalty to the State of $0.9 million for below target performance over the September quarter.
This amount is net of State adjustments.
Table 6.
Payment for Regional Rail and Coach Services Supplied
by V/Line Passenger and West Coast ($,000)
Payment type Apr.–Jun. 2004 Jul.–Sep. 2004
Base contract 31,745 34,759
Farebox 9,624 10,799
Maintenance - -
Incentive and penalty - -922
Capital projects - 108
Other - -
TOTAL 41,369 44,744
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Victoria’s Train, Tram and Bus Services
Payments to metropolitan and regional bus operators and school bus operators are presented in Table 7. Farebox revenue
collected on these services is returned to the State.
Table 7. Payment for Metropolitan and Regional Bus Services ($,000)
Payment type Apr.–Jun. 2004 Jul.–Sep. 2004
Metropolitan Bus 67,133 67,823
Regional Bus 11,595 9,427
School Bus 37,856 38,187
TOTAL 116,854 115,437
As indicated in Section 1.3, the new metropolitan rail partnerships include the establishment of Metlink as a provider
of system-wide services. Metlink and OneLink, which supplies current automatic ticketing services for the metropolitan
network, are paid for services supplied under contracts with the State. Payments for services provided by these two
organisations are presented in Table 8. While June quarter 2004 payments to Metlink relate only to the period 18 April
to 30 June 2004, all other payments relate to the full quarter.
Table 8. Payment for Metlink and OneLink Services ($,000)
Payment type Apr.–Jun. 2004 Jul.–Sep. 2004
Metlink 1 2,600 3,350
OneLink ticketing 13,592 14,389
TOTAL 16,192 17,739
1. June quarter 2004 payments for Metlink only apply from 18 April 2004.
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Victoria’s Train, Tram and Bus Services
SECTION 4.
CUSTOMER SATISFACTION
4.1 Customer satisfaction survey methodology
The Director of Public Transport commissions monthly surveys to measure whether operators are providing the quality of
service their customers expect. A sample is randomly selected from electronic telephone directories in areas where train,
tram, bus and coach services operate. Interviews are conducted by telephone. Respondents who do not use public
transport are asked for their reasons and also to indicate what would influence them to begin using public transport.
Interviewees are asked to:
• Indicate their usual public transport usage
• State their satisfaction level on specific aspects of public transport as well as the service overall.
Survey results are compiled into quarterly Customer Satisfaction Indices (CSIs) allowing comparisons between the different
modes, operators and aspects of service delivery. Differences between metropolitan and country passenger services should
be taken into account when making such comparisons. These differences include factors such as the purpose and distance
of travel and the types of services offered on metropolitan and country services.
Results are summarised below.
4.2 Overall satisfaction with services
The CSI for overall customer satisfaction with metropolitan public transport remained stable at 64.4 in the September
quarter 2004 compared with 64.3 in the June quarter (Figure 3). Following a slight downward trend in overall customer
satisfaction with metropolitan public transport over the twelve month period April 2003 to March 2004, the CSI has
remained relatively stable over the last three quarters.
Figure 3. Overall satisfaction with all metropolitan public transport services
Very
satisfied
Somewhat
satisfied
Customer Satisfaction Index
80
75
70
65
60
55
50
45
Somewhat
dissatisfied
40
Jul.– Sept.
2002
Oct.– Dec.
2002
Jan.– Mar.
2003
Apr.– Jun.
2003
Jul.– Sept.
2003
Oct.– Dec.
2003
Jan.– Mar.
2004
Apr.– Jun.
2004
Jul.– Sept.
2004
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Victoria’s Train, Tram and Bus Services
While there were no statistically significant changes in overall customer satisfaction with metropolitan trains,
trams or buses from the June quarter 2004 to the September quarter 2004, there has been a discernible improving
trend in satisfaction with trams over the past three quarters. The three modes recorded overall CSIs of 64.7 (trains),
71.7 (trams) and 70.5 (buses) for the September quarter 2004 (Figure 4). Overall customer satisfaction with metropolitan
trains has declined noticeably each quarter since October 2003, with the decline attributed largely to service delivery
problems.
Figure 4. Overall satisfaction with metropolitan train, tram and bus operators
85
Customer Satisfaction Index
80
75
70
65
60
55
Metro Trains
Metro Trams
Metro Buses
50
Jul.– Sept.
2002
Oct.– Dec.
2002
Jan.– Mar.
2003
Apr.– Jun.
2003
Jul.– Sept.
2003
Oct.– Dec.
2003
Jan.– Mar.
2004
There were no statistically significant changes in overall customer satisfaction for V/Line Passenger trains or coaches
for the September quarter 2004. Over this period, the overall CSI for V/Line Passenger trains fell from 79.8 to 76.9,
while V/Line Passenger coaches’ CSI fell from 81.2 to 80.2 (Figure 5).
Figure 5. Overall satisfaction with V/Line Passenger trains and V/Line coaches
85
Apr.– Jun.
2004
Jul.– Sept.
2004
Customer Satisfaction Index
80
75
70
65
60
55
V/Line trains
V/Line coaches
50
Jul.– Sept.
2002
Oct.– Dec.
2002
Jan.– Mar.
2003
Apr.– Jun.
2003
Jul.– Sept.
2003
Oct.– Dec.
2003
Jan.– Mar.
2004
Apr.– Jun.
2004
Jul.– Sept.
2004
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Victoria’s Train, Tram and Bus Services
4.3 Key aspects of service quality for train, tram, bus and coach
The following graphs summarise customer satisfaction with a range of service aspects. Each graph presents an overall
Customer Satisfaction Index plus separate measurements for specific ‘aspects of service’ such as ‘passenger comfort’.
The overall Customer Satisfaction Index is produced from an individual question in the survey and is not an average of
other results.
Data shown in the graphs is for the September quarter 2004. A statistically significant increase or decrease in the
Customer Satisfaction Index from the June quarter 2004 to the September quarter 2004 is indicated by a blue ‘Up’ or red
‘Down’ arrow respectively. Where there is no arrow, no statistically significant change has occurred, with any minor shift
in the index being due to the nature of the survey.
Metropolitan Trains
Figure 6 presents metropolitan train Customer Satisfaction Indices for the September quarter 2004 for each of the eight
major aspects of customer satisfaction, ordered by rank from highest to lowest. When compared with the June quarter
2004, there was a statistically significant increase in satisfaction with ‘Value for money’ for the September quarter 2004.
There was no statistically significant change in satisfaction for metropolitan trains this quarter (a CSI of 64.7 compared
to 66.8 for the June quarter).
Figure 6. Metropolitan trains customer satisfaction for the September quarter 2004
Service aspects ranked highest to lowest
Significant increase
Customer Satisfaction Index
from Jun. qr 2004 0 10 20 30 40 50 60 70 80 90 100
to Sept. qr 2004
OVERALL SATISFACTION
Passenger comfort
Information services
Stations/stops
Service delivery
Staff service
Value for money
Ticketing
Personal safety
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Victoria’s Train, Tram and Bus Services
V/Line Passenger – trains
There were no statistically significant changes in any of the eight aspects of service or for overall satisfaction
with V/Line Passenger trains from the June quarter 2004 (79.8) to the September quarter 2004 (76.9) (Figure 7).
Overall satisfaction with V/Line Passenger trains is now at its lowest level since surveying began in the June quarter
1998 – a possible consequence of the significant amount of service disruption associated with track improvements
and the Spencer Street Station project.
Figure 7. V/Line Passenger trains customer satisfaction for the September quarter 2004
Service aspects ranked highest to lowest
No significant change
Customer Satisfaction Index
from Jun. qr 2004
to Sept. qr 2004
0 10 20 30 40 50 60 70 80 90 100
OVERALL SATISFACTION
Staff service
Ticketing
Service delivery
Passenger comfort
Information services
Stations/stops
Personal safety
Value for money
V/Line Passenger – coaches
Figure 8 indicates that there was no statistically significant change in satisfaction for V/Line Passenger coaches overall
from the June quarter 2004 (81.2) to the September quarter 2004 (80.2). During the period from the June to September
quarters 2004, there was a statistically significant decrease in satisfaction with ‘Passenger comfort’.
Figure 8. V/Line Passenger coaches customer satisfaction for the September quarter 2004
Service aspects ranked highest to lowest
Significant decrease
Customer Satisfaction Index
from Jun. qr 2004 to
Sept. qr 2004
0 10 20 30 40 50 60 70 80 90 100
OVERALL SATISFACTION
Staff service
Personal safety
Ticketing
Passenger comfort
Service delivery
Information services
Stations/stops
Value for money
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Track Record
Victoria’s Train, Tram and Bus Services
Metropolitan trams
In the first full quarter since Yarra Trams assumed responsibility for Melbourne’s entire tram network (taking over the former
M>Tram routes on 18 April), the Customer Satisfaction Index rose from 70.3 to 71.7 from the June to the September
quarter 2004 for metropolitan trams overall (Figure 9). Although the increase this quarter was not statistically significant,
it continues the improving trend in recorded customer satisfaction over the past three quarters. During the recent quarter,
there were statistically significant increases in satisfaction with ‘Service delivery’ and ‘Personal safety’.
Figure 9. Metropolitan trams customer satisfaction for the September quarter 2004
Service aspects ranked highest to lowest
Significant increase
Customer Satisfaction Index
from Jun. qr 2004
to Sept.qr 2004
0 10 20 30 40 50 60 70 80 90 100
OVERALL SATISFACTION
Service delivery
Passenger comfort
Stations/stops
Staff service
Information services
Personal safety
Value for money
Ticketing
Metropolitan buses
Overall satisfaction with metropolitan buses remained stable from the June quarter 2004 (70.3) to the September quarter
2004 (70.5) (Figure 10). Similarly, over the same period there were no statistically significant changes in satisfaction for
any of the eight aspects of service.
Figure 10. Metropolitan buses customer satisfaction for the September quarter 2004
Service aspects ranked highest to lowest
No significant change
Customer Satisfaction Index
from Jun. qr 2004 to
Sept. qr 2004
0 10 20 30 40 50 60 70 80 90 100
OVERALL SATISFACTION
Staff service
Passenger comfort
Personal safety
Service delivery
Ticketing
Value for money
Stations/stops
Information services
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Track Record
Victoria’s Train, Tram and Bus Services
SECTION 5.
PERFORMANCE OF AUTOMATIC TICKETING
SYSTEM EQUIPMENT
5.1 Background
A private company under contract to the State Government runs Melbourne’s public transport ticketing system.
The current contract was awarded in May 1994 to OneLink Transit Systems Pty Ltd, a consortium which operates
and maintains the Metcard system.
Initiatives to improve the performance of the metropolitan ticketing system were initiated by the State and progressively
implemented during late 2001 and 2002. Audits of performance in late 2002 and mid 2003 indicated that performance
of the system (particularly the ticketing equipment at railway stations) had improved significantly.
5.2 Customer Defined Availability (CDA) reporting
CDA information is summarised by quarter in Table 9 for the period from the September quarter 2003 to the September
quarter 2004. Also shown in Table 9 are the targets defined in the amended OneLink contract that determine whether
OneLink incurs a penalty or receives an incentive payment for performance against those targets. CDA targets represent
minimum levels of acceptable availability and performance and allow for specified levels of non-availability due to
maintenance, servicing and breakdowns.
Table 9. ATS Customer Defined Availability for ticketing equipment at train stations (%)
Device Target Jul.–Sep. 2003 Oct.–Dec. 2003 Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sep. 2004
Vending Machines 98.26 98.7 98.8 98.8 98.8 98.9
Validators 99.47 99.7 99.7 99.8 99.7 99.7
Note: CDA will differ to that reported via field audits as the CDA results are weighted by station based on ticket
sales/validations and, less so, the difference in time period (survey period versus the full quarter for CDA). ‘Vending
machines’ includes Booking Office Machines which dispense tickets for sale by station staff.
The CDA measures for train station ticket-vending machines and validator performance exceeded the relevant targets
for the September 2004 quarter. For train station vending machines the CDA was at its highest level since the measure
was introduced.
The status of ticketing equipment at train stations is automatically monitored during the day via communication lines from
stations through to OneLink. Due to this regular checking of status, OneLink has accurate and up-to-date information on the
availability of ticketing machines on train stations and can schedule repairs or servicing rapidly. Equipment availability at
the busier stations with higher throughput and purchase of tickets from vending machines are weighted to ensure that
they receive priority from OneLink when repairs are required.
Mobile equipment on-board trams and buses does not have a permanent communication link. Obviously, therefore, at any
time, the need for repairs and servicing cannot be known exactly. Tram and bus operators must make available to OneLink
those vehicles with equipment in need of servicing or repair. Due to this fundamental difference between fixed and mobile
equipment, measures and performance targets vary between modes.
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Track Record
Victoria’s Train, Tram and Bus Services
Table 10 shows that while availability is high for ticket-issuing machines and validators on buses, the availability of ticketvending
machines on trams is below that applying with a similar measure, for ticket-vending equipment at train stations.
Table 10. ATS availability (%) for mobile equipment
Mode Device Jan.–Mar. 2004 Apr.–Jun. 2004 Jul.–Sep. 2004
Tram Vending machines 94.5 95.0 95.0
Validators 97.4 96.9 96.9
Bus Issuing machines 99.7 99.5 99.6
Validators 98.8 99.8 99.9
5.3 Vandalism of ATS equipment
The progressive hardening of the ATS equipment from December 2001 to June 2002, coupled with increased surveillance
and policing, delivered significant improvements in the weekly incident rate for vandalism (Figure 11).
A relatively constant level of ticket equipment vandalism has occurred over the past two years (at slightly above 100
incidents per week). However, fluctuations in the number of incidents are evident. There was a 4.2 per cent increase in
the total incidents of ticket equipment vandalism across the three transport modes over the period from the June quarter
2004 (1,354 incidents) to the September quarter 2004 (1,411 incidents). In addition, total vandalism incidents increased
by approximately 3.4 per cent for the September quarter 2004 compared to the same quarter in 2003.
Figure 11. Weekly incidents of vandalism to ATS equipment – January 2001 to September 2004
800
700
Vandalism incidents per week
600
500
400
300
200
100
0
Jan.–01 Apr.–01 Jul.–01 Oct.–01 Jan.–02 Apr.–02 Jul.–02 Oct.–02 Jan.–03 Apr.–03 Jul.–03 Oct.–03 Jan.–04 Apr.–-04 Jul.–04
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Track Record
Victoria’s Train, Tram and Bus Services
OBTAINING
COPIES OF TRACK RECORD
Copies of Track Record are available from the DOI web site www.doi.vic.gov.au/transport
Prior editions are also available in summary format (Issues 10–19) or in PDF format (all issues) from the DOI web site
www.doi.vic.gov.au/transport
For further information, please contact the Public Transport Division on 1800 264 644.
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Track Record
Victoria’s Train, Tram and Bus Services
FEEDBACK
This is the twentieth issue of Track Record. It is intended to inform the community about the performance of Victoria’s
public transport system – and to do so in a balanced, open way.
The Department of Infrastructure is keen to get your views on the Track Record bulletin – on the document itself, its layout
and scope, and how it could be improved. Does it cover the right things? Is it easy to understand? Should it contain more
information or less?
If you would like to complete the questions below, print this page, and mail to the following address:
Director of Public Transport
Reply Paid 2797
Melbourne VIC 8060
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