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

MINISTER’S FOREWORD
An important milestone in the delivery of the $38 billion Victorian Transport Plan has
been achieved with the commencement of new contracts between the Victorian
Government and Melbourne’s new train and tram operators.
Metro Trains Melbourne (MTM) and Keolis Downer EDI (KDR) assumed operational
control of the metropolitan train and tram networks on 30 November 2009,
heralding a new partnership with the Victorian Government to provide passengers
with safe, clean and reliable public transport.
Both operators were chosen because of their commitments to continuously
improve the train and tram services. These commitments are backed by updated
franchise arrangements designed to meet customer expectations.
Performance measures for punctuality and reliability have been toughened: a train or tram must now arrive
within five minutes of its scheduled time to be regarded as on-time. Punctuality was previously defined as
arriving within six minutes of the scheduled time.
In addition, the reliability measure has now been expanded. This measure continues to include cancelled
services, but now also includes services that complete some but not all of the scheduled journey.
Under updated Operational Performance Regime arrangements, good performance will be rewarded
with bonuses while failure to meet target benchmarks will result in fines of up to $1 million a month. A new
Customer Experience Performance Regime will also apply to ensure safety, cleanliness and information are
core parts of service delivery.
The Track Record quarterly and monthly bulletins will continue to provide the community with access to
performance results and ensure we have an open and accountable system.
Through the Victorian Transport Plan, the Government is taking action to build a better transport network.
MTM and KDR, along with our other public transport operators, will be significant contributors to that plan.
MARTIN PAKULA MP
Minister for Public Transport
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