Track Record 41, October to December 2009 - Public Transport ...

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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 12 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 • In the case of metropolitan train and tram operators, farebox revenue for the period from 1 October 2009 to 26 November 2009 and new ticketing revenue guarantee payments from 30 November 2009 until 31 December 2009. 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. 22
6.5 Customer satisfaction The Director of Public Transport commissions monthly surveys to measure whether operators are providing the quality of service customers expect. A sample of people is randomly selected from electronic telephone directories in areas where train, tram, bus, coach and metropolitan taxi services operate. Interviews are conducted by telephone. Interviewees are asked to: • Indicate their usual public transport usage • State their level of satisfaction with specific aspects of public transport, as well as the service overall. Respondents who do not use public transport are asked for their reasons and to indicate what would influence them to begin using public transport. Up to the end of March 2009, responses from interviewees were given a score of between 0 and 100 as per the following scale: • Totally satisfied 100 • Very satisfied 80 • Somewhat satisfied 60 • Somewhat dissatisfied 40 • Very dissatisfied 20 • Totally dissatisfied 0 From April 2009 onwards, customers provided ratings using a 0 to 10 scale where 0 represented ’extremely dissatisfied‘ and 10 represented ’extremely satisfied‘. Note that overall satisfaction questions continued to be asked using the old scale to facilitate comparisons over time. Survey results are compiled into quarterly customer satisfaction indices to allow for comparisons between modes, operators and aspects of service delivery. Note: Differences between metropolitan and regional passenger services should be taken into account when making such comparisons. These differences include the purpose and distance of travel, and the types of services offered on metropolitan and regional services. 6.6 Ticketing and Customer-Defined Availability (CDA) A private company under contract to the State Government operates and maintains the Metcard ticketing system for Melbourne’s public transport. The current contract was awarded in May 1994 to the consortium OneLink Transit Systems Pty Ltd. CDA targets represent minimum levels of acceptable availability and performance, and allow for specified levels of non-availability due to maintenance, servicing and breakdowns. The targets are included in the OneLink contract and determine whether OneLink incurs a penalty or receives an incentive payment for its performance. Monitoring of ticketing equipment The status of ticketing equipment at railway stations is automatically monitored via communication lines to OneLink. OneLink, therefore, has accurate and up-to-date information on the availability of ticketing machines at railway stations and can promptly schedule repairs or servicing. For repairs, OneLink gives priority to equipment at busier stations, where more tickets are purchased. Mobile equipment on board trams and buses does not have a permanent communication link. Therefore, equipment availability cannot be known exactly. Tram and bus operators are required to make vehicles with faulty equipment available to OneLink. Due to these differences between fixed and mobile equipment, measures and performance targets vary between modes. 23 Track Record ISSuE 41
Page 1: ISSUE 41 Services October to Decemb
Page 4 and 5: MINISTER’S FOREWORD An important
Page 6 and 7: 1.2 Summary Punctuality Metropolita
Page 8 and 9: Figure 1 On-time performance for tr
Page 10 and 11: For details of thresholds for passe
Page 12 and 13: The payment information provided in
Page 14 and 15: Section 4 Customer Satisfaction For
Page 16 and 17: 4.3 Key aspects of service quality
Page 18 and 19: V/Line Passenger trains • Regiona
Page 20 and 21: Section 5 Performance of Automatic
Page 22 and 23: Section 6 Glossary of Terminology 6
Page 26: DOT4775/10

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