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

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For tram services, the 77 per cent passenger compensation threshold for punctuality relates to the average of the punctuality at the second, third and fourth of the five monitoring points along the length of the route under the new punctuality measure. V/Line Passenger trains – long distance V/Line Passenger services are considered to be on time if they arrive no more than ten minutes 59 seconds late, while short-distance services are considered to be on time if they arrive no more than five minutes 59 seconds late. Early arrival at the destination is also considered to be on-time. Reliability The reliability measure for metropolitan train and tram services changed on 30 November 2009. Previously, this was a measure of the percentage of scheduled services that were cancelled and a 98 per cent threshold applied. The reliability measure has been expanded to include short services (ie services delivered in part but not in full) and loop bypass events, such as when a service is scheduled to travel through the City or Westona loops but fails to do so. Although the measure has been expanded, the 98 per cent threshold has not changed. For trains, a short service is counted as a quarter of a cancellation and a bypass event is counted as an eighth of a cancellation. For trams, a short service is counted as an eighth of a cancellation. This improved, new measure of service delivery is referred to as the percentage of timetable not delivered. An increase in this measure reflects a decline in performance. The reliability measure for regional trains continues to be based on the percentage of scheduled services that are not cancelled. The threshold is 96 per cent. See Table 10 for further details. Metropolitan and regional bus services are deemed reliable if 99 per cent of all scheduled services on any day operate and are completed. How Operational Performance Regime payments or penalties are calculated All timetabled train and tram services are monitored every day of the week. Delays, cancellations and 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 less loaded off-peak train or tram. This system provides a measure of operational performance expressed in ‘passenger-weighted minutes’ of delay. Passenger-weighted minutes of delay in each month are checked against performance targets set in the partnership agreements. Performance against these targets determines whether a bonus or a penalty applies to an operator. This bonus and penalty system is referred to as the Operational Performance Regime (OPR). Bonuses and penalties are capped at $1 million for metropolitan trains and $500,000 for trams per calendar month. Metropolitan bus services are not included in this performance regime. Bus operators provide performance data for bus services (on-time running and cancellations) via monthly ‘key performance indicator’ returns. 6.3 Passenger compensation Train and tram Partnership Agreements require operators to provide punctuality and reliability (number of cancellations) service levels above a government-set threshold. Operators must report to passengers every month on whether or not they have met the minimum service requirements. 20
Operators who fail to meet minimum service levels must provide compensation (in the form of complimentary tickets) to passengers. The compensation applies only to passengers holding valid periodical tickets of four weeks or more who travelled on the service concerned during the month in question. Passengers apply directly to the operator for the compensation. V/Line services within each corridor are separated into short-distance and long-distance services, with passenger compensation assessed and payable separately for the two categories. Table 10 Service level thresholds for compensation purposes (%) Punctuality Reliability Arrival by 4 minutes, 59 seconds Arrival by 5 minutes, 59 seconds Metropolitan trains Metropolitan trams V/Line Passenger 88 77 92 # 80 # 92^ % of timetable delivered 98 98 % of kilometres delivered 98 # 95 # 96 # Measure valid until 29 November 2009 ^ For long distance V/Line services, on-time arrival is defined as arriving no later than 10 minutes and 59 seconds after the timetabled arrival time. 6.4 Payments The details presented in this bulletin on payments for public transport services include: • Components of the contract payments made by the State to the operators and major service suppliers for the services provided; • Incentive or penalty payments relating to performance during a particular period; and • Ticketing revenue guarantee payments. The incentive and penalty payments are reported on an accrual basis. The magnitude of these payments (whether an incentive or penalty payment) is capped at $1 million per month for metropolitan trains and at $500 thousand dollars per month for trams. The figures are not final, as the contracts allow for adjustment in limited circumstances in later periods. Payments for prior quarters are subject to change based on audits or mitigated performance adjustments. The new ticketing revenue guarantee payment replaces the farebox distribution that was provided to all operators prior to 30 November 2009. The new payment is a result of the introduction of the new myki ticketing system and is expected to continue for 18 months after the Metcard ticketing system is turned off. At that time, the franchisees will be entitled to farebox distribution under the revenue split arrangements stipulated in the New Ticketing System Revenue Sharing Agreement. The new train and tram Partnership Agreements do not include concession top-up payments for the usage of concession tickets. All payments are exclusive of GST. Negative figures represent payments by the franchisee to the State. 21 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 and 20: Section 5 Performance of Automatic
Page 21: Section 6 Glossary of Terminology 6
Page 25: DOT5021/10

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

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