Track Record 42, January to March 2010 - Public Transport Victoria

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Figure 12 Quarterly availability of ATS equipment from December 2006 to March 2010 Availability of Ticketing Equipment (%) 100 95 90 85 Dec– 2006 Mar– 2007 Jun– 2007 Sept– 2007 Dec– 2007 Mar– 2008 Jun– 2008 Sept– 2008 Dec– 2008 Mar– 2009 Jun– 2009 Sept– 2009 Dec– 2009 Mar– 2010 Train vending machines Train validators Tram vending machines Tram validators Bus vending machines Bus validators 5.4 Vandalism of ATS equipment There were 1,356 reported incidents in the March quarter 2010. Figure 13 Incidents of vandalism to ATS equipment by quarter, March 2001 to March 2010 Vandalism indicidents per quarter 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 Mar 2001 Sept 2001 Mar 2002 Sept 2002 Mar 2003 Sept 2003 Mar 2004 Sept 2004 Mar 2005 Sept 2005 Mar 2006 Sept 2006 Mar 2007 Sept 2007 Mar 2008 Sept 2008 Mar 2009 Sept 2009 Mar 2010 Total Vandalism Incidents 18
Section 6 Glossary of Terminology 6.1 Contracts and partnership agreements Metropolitan buses, trains and trams and regional town bus services are operated by the private sector under contracts or franchise arrangements (referred to as Partnership Agreements) with the State Government. Regional V/Line train and inter-town coach services are operated by the V/Line Passenger Corporation, a Government statutory authority. Note: new Partnership Agreements for the delivery of metropolitan train and tram services started on 30 November 2009. The Director of Public Transport manages the train and tram Partnership Agreements and bus contracts. The agreements and contracts specify requirements which operators must provide in relation to: • Levels of service and service performance; • Customer Service Charters including complaints handling and the provision of compensation for poor service; • Standards for the cleanliness, services and information available at stations/stops and on trains and trams; • In the case of trains and trams, working with the Government on network and project planning; • The tickets they must offer and the fares they must charge for tickets; and • Other performance standards. For example, during special events and public holidays; and minimising disruptions during planned works. In response, the Government monitors the quality of services operators provide to the community, with emphasis on: • Punctuality and reliability: comparing the performance of train, tram and bus services with government-set punctuality and service delivery targets and thresholds; and • Customer satisfaction: using surveys to measure whether operators are providing the quality of service customers expect. 6.2 Punctuality and reliability measurements Punctuality Punctuality is defined as the percentage of delivered services that run on time. Metropolitan trains, trams and buses – For trains and buses, on-time performance is measured at the end of the journey. Tram on-time performance is measured at monitoring points along the route (as the average of the second, third and fourth of five monitoring points) and near the destination (at point four of five monitoring points). Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performance figures and the average punctuality are reported. A metropolitan train or tram service is considered on-time if it arrives no more than 59 seconds before and no more than four minutes and 59 seconds after the time in the timetable. Prior to 30 November 2009, a service was considered on-time if it arrived no more than 59 seconds before and no more than five minutes and 59 seconds after the time in the timetable. Metropolitan buses are on time if they are no more than two minutes early or five minutes late at the destination. 19 Track Record ISSuE 42
Page 1: ISSUE 42 Services January to March
Page 5 and 6: Section 1 Introduction and Summary
Page 7 and 8: Section 2 Punctuality and Reliabili
Page 9 and 10: Table 2 Cancellations of trains, tr
Page 11 and 12: Section 3 Payments See the Glossary
Page 13 and 14: Section 4 Customer Satisfaction For
Page 15 and 16: 4.3 Key aspects of service quality
Page 17 and 18: V/Line Passenger trains • Regiona
Page 19: Section 5 Performance of Automatic
Page 23 and 24: Operators who fail to meet minimum
Page 25: DOT5021/10

Track Record 42, January to March 2010 - Public Transport Victoria

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