Track Record 27, April to June 2006 - Public Transport Victoria

Track RecordVictoria’s Public Transport ServicesQuarterlyPerformance Bulletin:April June 200627August 2006The Department of Infrastructure

Track RecordVictoria’s Public Transport ServicesCONTENTSPAGESECTION 1. INTRODUCTION AND SUMMARY1.1 Introduction 41.2 Overview/Highlights 41.3 Background 6SECTION 2. PUNCTUALITY AND RELIABILITY2.1 Performance monitoring 72.2 Punctuality 82.3 Reliability 102.4 Passenger compensation 12SECTION 3. PAYMENTS3.1 Introduction 143.2 Payments for public transport services 14SECTION 4. CUSTOMER SATISFACTION4.1 Customer satisfaction survey methodology 184.2 Overall satisfaction with services 184.3 Key aspects of service quality for trains, trams, taxis, buses and coaches 21SECTION 5. PERFORMANCE OF AUTOMATICTICKETING SYSTEM EQUIPMENT5.1 Background 255.2 Customer Defined Availability (CDA) reporting 255.3 Vandalism of ATS equipment 26SECTION 6. PERFORMANCE BY ROUTE6.1 Metropolitan trains 276.2 V/Line Passenger trains 326.3 Metropolitan trams 37

Track RecordVictoria’s Public Transport ServicesCONTENTSPAGEOBTAINING COPIES OF TRACK RECORD 41FEEDBACK 42To return to the contents page click on the page number at the bottom right corner of any page.

Track RecordVictoria’s Public Transport ServicesMeeting Our Transport ChallengesOn 17 May 2006, Premier Bracks unveiled a $10.5 billion package outlining improvements to Victoria’s transport systemover the next 10 years.The package, Meeting Our Transport Challenges, includes ‘once in a generation’ investments such as the Metrol traincontrol centre and train radio communications - critical projects that will ensure that we continue to have a safe, modernand reliable system.Key initiatives announced as part of Meeting Our Transport Challenges include:• $1.4 billion to create a new cross-town network for Melbourne including more SmartBus services, and enhancedlocal bus services with 7-days a week coverage.• The biggest single investment in the rail network since the construction of the City Loop, with $2 billion foradditional tracks and improvements to services.• More trams, trains and late night services and a new $229 million high-tech train control centre.• More than $510 million for better transport connections for regional areas.• A new Meeting Our Transport Challenges Reserve fund to ensure future governments can continue to finance majortransport infrastructure over the coming decades.5

Track RecordVictoria’s Public Transport Services1.3 BackgroundBus, train and tram public transport in Victoria is operated by the private sector under various contract or franchisearrangements with the State. These arrangements were progressively established during 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 train and tramoperators) 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. In 2004, theVictorian Government authorised the transfer of the Shepparton and Cobram services (formerly operated by Hoys Roadlines)and the Warrnambool services (formerly operated by West Coast Railway) to V/Line Passenger.The Director of Public Transport in DOI manages all train and tram partnership agreements and bus contracts. Theagreements and contracts specify the levels of service that the operators are required to provide, the tickets they mustoffer (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 bythe operators, with particular emphasis on:• Punctuality and reliability – comparing the performance of train, tram and bus services with government-setpunctuality and service delivery targets; and• Customer satisfaction – using surveys to measure whether operators are providing the quality of service customersexpect.6

Track RecordVictoria’s Public Transport ServicesSECTION 2.PUNCTUALITY AND RELIABILITY2.1 Performance monitoringEvery train and tram service in the timetable is monitored every day of the week.Delays, cancellations and other service failures are measured to the nearest 60 seconds and ‘weighted’ according to thenumber of people estimated to be travelling on the particular train or tram.The passenger weightings vary according to the time period, day of week and direction of travel. Delays to a heavily loadedpeak train or tram are given a greater value than delays to a lesser loaded off-peak train or tram. This detailed systemprovides a measure of operational performance expressed in ‘passenger weighted minutes’ of delay.‘Passenger weighted minutes’ in each month are checked against performance targets that were set in the partnershipagreements. Performance against these targets determines whether a bonus or a penalty applies for a particular operator.New performance targets were set in July 2005 which require a significant reduction in ‘passenger weighted minutes’ ofdelay, compared to those measured in 1998, before bonus payments are made. The required improvements in performancefor metropolitan tram and train services are:• 31 per cent for metropolitan trams; and• 36 per cent for metropolitan trains.As detailed in Section 3.2, effective 1 July 2005, the V/Line Passenger performance monitoring system was modified toconcentrate on the incidence of unplanned service cancellations and short services – matters which are largely withinV/Line control. The revised arrangement applies for periods where disruptions associated with major projects significantlyaffect the on-time delivery of V/Line Passenger services.Metropolitan bus services are not included in this performance regime. Bus operators provide performance data for busservices (‘on-time’ running and cancellations) via monthly Key Performance Indicator returns.7

Track RecordVictoria’s Public Transport Services2.2 PunctualityTable 1 and Figure 1 show on-time performance achieved by the metropolitan trains and trams, V/Line Passenger trains andmetropolitan buses from the June quarter 2005 to the June quarter 2006.For metropolitan trains, on-time performance in the June quarter 2006 was 93.2 per cent, slightly higher than achieved inthe March quarter 2006 (92.6 per cent) and similar to the 93.1 per cent achieved in the same period last year.Metropolitan tram punctuality was 82.7 per cent in the June quarter 2006 when measured as an average across eachroute. This is slightly lower than the figure for the same period last year (83.3 per cent). Punctuality at destination was72.5 per cent in the June quarter 2006, which is also a slight decrease from the June quarter 2005 (72.9 per cent). On anannual basis, punctuality at destination (82.7 per cent in 2005–06) was the highest achieved since franchising commencedin 1999.V/Line Passenger train punctuality was 86.5 per cent in the June quarter 2006. This is an improvement when comparedwith the same period last year (83.5 per cent) and in comparison with the March quarter 2006 (80.6 per cent). Thisimproved punctuality follows a fall in the level of disruptions associated with Southern Cross Station project works.Table 1. On-time performance for trains, trams and buses as a % of services run 1Apr.-Jun. Jul.-Sept. Oct.-Dec. Jan.-Mar 2 Apr.-Jun. 32005 2005 2005 2006 2006Metro trains 93.1 93.1 93.2 92.6 93.2V/Line Passenger 4 83.5 84.1 81.8 80.6 86.5Metro trams 5Average 83.3 83.3 82.4 83.2 82.7At destination 72.9 73.4 72.6 73.3 72.5Metro buses 94.0 93.5 95.1 94.4 94.0Figure 1. On-time performance for trains, trams and buses100Metro trainsPercentage of services running on time90807060V/Line PassengertrainsMetro trams -average over routeMetro tramsat destination50Apr. - Jun.2005Jul. - Sept.2005Oct. - Dec.2005Jan. - Mar.2006Apr. - Jun.2006Metro buses1 For trains and buses, on-time performance is measured at the end of the journey. A metropolitan train or tram service is considered on time if it arrives no more than59 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 twominutes 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 Please note that metropolitan train and tram, and V/Line Passenger punctuality and reliability results are presented excluding the period of the CommonwealthGames (15 to 26 March 2006). The Games period required significant service alterations (including the creation of new and merged routes, and additional services) andthere was significant disruption associated with high numbers of passengers using public transport to get to or from events.3 Due to data capture issues, the measure for trams excludes performance on 22 and 24 June 2006. These measures will be updated on receipt of correctedinformation.4 Refers to V/Line Passenger train services.5 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 nearthe destination (at point four of a total of five). Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performancefigures and the average punctuality are reported in the above table.8

Track RecordVictoria’s Public Transport ServicesTable 2 presents annual on-time performance data for the eight-year period 1998–99 to 2005–06.For metropolitan trains, service performance in 2004–05 and 2005–06 has been lower than in previous years. This drop isdue in part to driver shortage issues, the impacts of which have been successfully addressed through initiatives introducedby Connex and the Government. Cancellation levels have been falling from the end of 2004. Other issues, such as rollingstock availability and fleet integration, continue to be addressed. There was also a negative impact on performance frominfrastructure projects such as the Southern Cross Station redevelopment. These major projects have also impacted on theservice performance of V/Line during this period (Tables 2 and 4).Table 2. Financial year on-time performance for trains, trams and buses as a % of services run 61998- 1999- 2000- 2001- 2002- 2003- 2004- 2005-1999 2000 2001 2002 2003 2004 2005 7 2006 8 9Metro trains 94.0 95.9 96.6 96.7 96.9 95.9 93.9 93.0V/Line Passenger 10 92.4 93.8 92.7 93.8 93.9 91.5 85.1 83.5Metro trams 11At destination 67.3 72.3 72.6 70.8 68.1 67.6 69.5 72.7Average - - - 83.0 81.1 81.1 82.0 82.9Metro buses 94.2 95.1 93.6 92.0 91.9 92.0 93.5 93.96 For trains and buses, on-time performance is measured at the end of the journey. A metropolitan train or tram service is considered on time if it arrives no more than59 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 twominutes 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.7 Financial Year on-time performance and cancellation figures for 2004-05 include the impact of a severe storm that hit the greater Melbourne area on 2, 3 and 4February 2005.8 Please note that metropolitan train and tram, and V/Line Passenger punctuality and reliability results, are presented excluding the period of the CommonwealthGames (15 to 26 March 2006). The Games period required significant service alterations (including the creation of new and merged routes, and additional services) andthere was significant disruption associated with high numbers of passengers using public transport to get to or from events.9 Due to data capture issues, the measure for trams excludes performance on 22 and 24 June 2006. These measures will be updated on receipt of correctinformation.10 Refers to V/Line Passenger train services.11 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 nearthe destination (at point four of a total of five). Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performancefigures and the average punctuality are reported in the above table.9

Track RecordVictoria’s Public Transport Services2.3 ReliabilityTable 3 and Figure 2 show the proportion of scheduled train, tram and metropolitan bus services that were cancelled in theperiod from the June quarter 2005 to the June quarter 2006.Metropolitan train cancellations for the June quarter 2006 (0.6 per cent) are at their lowest level in three years (0.4 percent of services were cancelled in the June quarter 2003). Similarly the level of cancellations in 2005–06 (0.9 per cent) is asignificant improvement over 2004–05 (1.3 per cent) and 2003–04 (1.2 per cent).For metropolitan trams, the level of cancellations in the June quarter 2006 (0.2 per cent) was consistent with excellentlevels of reliability (0.2 – 0.4 per cent of services cancelled) since the June quarter 2005. When measured annually, tramcancellations (0.3 per cent in 2005–06) were at their lowest level since franchising commenced in 1999.V/Line Passenger cancelled 0.9 per cent of services in the June quarter 2006, as compared to 1.2 per cent in the previousquarter and 0.7 per cent in the June quarter last year.Table 3. Cancellations of trains, trams and buses as a % of services scheduledApr.-Jun. Jul.-Sept. Oct.-Dec. Jan.-Mar. Apr.-Jun.2005 2005 2005 2006 12 2006 13Metro trains 1.2 0.8 1.0 1.3 0.6V/Line Passenger 14 0.7 1.0 0.9 1.2 0.9Metro trams 0.4 0.2 0.4 0.3 0.2Metro buses 0.1 0.1 0.1 0.1 0.1Figure 2. Cancellations of trains, trams and buses3.0Percentage of services cancelled2.52.01.51.00.5Metro trainsV/Line Passenger trainsMetro tramsMetro buses0.0Apr. - Jun. 2005 Jul. - Sept. 2005 Oct. - Dec. 2005 Jan. - Mar. 2006 Apr. - Jun. 200612 Please note that metropolitan train and tram, and V/Line Passenger punctuality and reliability results are presented excluding the period of the CommonwealthGames (15 to 26 March 2006). The Games period required significant service alterations (including the creation of new and merged routes, and additional services) andthere was significant disruption associated with high numbers of passengers using public transport to get to or from events.13 Due to data capture issues, the measure for trams excludes performance on 22 and 24 June 2006. These measures will be updated on receipt of correctinformation.14 Refers to V/Line Passenger train services.10

Track RecordVictoria’s Public Transport ServicesTable 4 presents annual cancellation data for the eight-year period 1998–99 to 2005–06.Table 4. Financial year cancellations of trains, trams and buses as a % of services scheduled 151998- 1999- 2000- 2001- 2002- 2003- 2004- 2005-1999 2000 2001 2002 2003 2004 2005 16 200617 18Metro trains 1.0 1.4 0.7 0.5 0.5 1.2 1.3 0.9V/Line Passenger 19 0.1 0.2 0.3 0.4 0.5 0.6 0.9 1.0Metro trams 1.5 1.2 0.7 0.4 0.4 0.4 0.6 0.3Metro buses 0.1 0.1 0.1 0.1 0.0 0.2 0.1 0.115 A reduction in services cancelled represents an improvement in performance. Please note that for the purposes of determining customer compensation, franchiseesmay use different methodologies to calculate reliability (see Section 2.4).16 Financial Year on-time performance and cancellation figures for 2004 2005 include the impacts of a severe storm that hit the greater Melbourne area on 2, 3 and4 February 2005.17 Please note that metropolitan train and tram, and V/Line Passenger punctuality and reliability results are presented excluding the period of the CommonwealthGames (15 to 26 March 2006). The Games period required significant service alterations (including the creation of new and merged routes, and additional services) andthere was significant disruption associated with high numbers of passengers using public transport to get to or from events.18 Due to data capture issues, the measure for trams excludes performance on 22 and 24 June 2006. These measures will be updated on receipt of correctinformation.19 Refers to V/Line Passenger train services.11

Track RecordVictoria’s Public Transport Services2.4 Passenger compensationThrough their partnership agreements, train and tram operators are required to provide service levels above a governmentsetthreshold. This arrangement applies to punctuality – ‘Was the service on time?’ – and reliability – ‘Did the serviceactually run?’.Operators must report to customers on a monthly basis on whether or not they have met these minimum servicerequirements.Should an operator not meet minimum service level requirements, compensation (usually in the form of complimentarytickets) must be provided to customers. This compensation applies only to passengers holding valid periodical tickets offour weeks or more who travelled on the service concerned, during the month in question. Applications for compensationare made directly to the operator.Since June 2000, operators have been required to apply Compensation Codes on a monthly basis and to report the resultsto customers. On 1 June 2005, Connex and Yarra Trams launched a new Customer Service Charter, with enhancedcustomer service targets. Table 5 sets out the threshold service levels for each operator. This section outlines whetherfranchisees met these minimum service requirements.Table 5. Service level thresholds for compensation purposes 20Metro trains V/Line Passenger Metro tramsPunctuality 92% 92% 80% 21Punctuality is defined as the percentage of scheduled services that ran on time. On time for compensation purposes isconsidered within five minutes of timetable time for metropolitan trains and V/Line Passenger trains and within oneminute early or up to six minutes late for trams.Reliability 98% 22 96% 95%Reliability is defined as the percentage of scheduled services that actually ran. The exception is trams, where reliabilityis measured by the percentage of actual service kilometres delivered compared to the scheduled kilometres.Metropolitan trains and trams exceeded the specified minimum performance standards during April, May and June 2006and therefore compensation was not payable.For the June quarter 2006, eligible V/Line Passenger train customers were able to claim compensation 23 due to punctualityfalling below the 92 per cent threshold.20 Under the Customer Service Charter launched on 1 June 2005, Connex and Yarra Trams now have a two-tier threshold arrangement for passenger compensation;the more stringent threshold level is shown in this table.21 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 pointsalong the length of the route.22 Under the enhanced customer service requirements of the new Customer Service Charter (launched on 1 June 2005), the service delivery level threshold forConnex rose from 96 per cent to 98 per cent on 1 July 2005. The threshold was previously lifted from 95 per cent to 96 per cent on 1 June 2005.23 During the period relating to Regional Fast Rail works, V/Line Passenger service performance and the Compensation Code is assessed by corridor rather than for thenetwork overall.12

Track RecordVictoria’s Public Transport ServicesCompensation for the separate months was payable as follows:• April 2006: Ballarat, Bendigo, Geelong, Seymour and Traralgon corridors,• May 2006: Ballarat, Bendigo, Geelong and Seymour corridors; and• June 2006: Bendigo, Geelong and Seymour corridors.During the same months, V/Line’s service delivery exceeded the 96 per cent threshold on all corridors.Further details on the new Customer Service Charter and passenger compensation codes are available from the DOI website (www.doi.vic.gov.au/trackrecord) as well as from Yarra Trams, Connex and V/Line.Table 6 provides an overview of compensation payable over the 2005–06 financial year.Table 6. Summary of Compensation Code liability for the financial year 2005–06Connex TrainsYarra TramsV/Line Passenger2005 2006Jul. Aug. Sept. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Jun.Areas shaded in the table indicate months in which performance fell below threshold levels for that operator and theCompensation Code was applicable. In other months, performance was above threshold levels and the CompensationCode was not applicableDuring the period relating to Regional Fast Rail works, V/Line service performance and the Compensation Code has beenassessed by corridor rather than for the network overall – in this table, a month is half-shaded if compensation was payableon one or more V/Line corridors and fully shaded if payable for all corridors subject to the Compensation Code.Due to the one-off nature of the Commonwealth Games, normal performance reporting and compensation arrangementsdid not apply for March 2006.13

Track RecordV i c t o r i a ’ s P u b l i c T r a n s p o r t S e r v i c e sTable 7. Metropolitan Train payments ($,000)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun. 2005 – 2006Payment type 2005 2005 2005 2006 2006 TotalBase contract 38,479 32,914 32,914 32,826 32,924 131,578Farebox 38,489 39,321 37,441 43,441 42,320 162,523Concession top-up 6,055 5,102 5,115 4,710 6,412 21,339Maintenance 20,473 32,542 20,050 17,375 23,277 93,244Rolling stock adjustment 22,508 22,483 22,499 22,695 23,674 91,351Incentive and penalty -7,437 -4,664 -4,785 -4,279 -7,366 -21,094Capital projects 2,650 10,694 6,840 10,245 18,952 46,731Other -116 675 2,521 -5,179 1,176 -807TOTAL 121,101 139,067 122,595 121,834 141,369 524,865Table 8. Metropolitan Tram payments ($,000)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun. 2005 – 2006Payment type 2005 2005 2005 2006 2006 TotalBase contract 2,163 536 536 536 536 2,144Farebox 38,489 39,321 37,441 43,441 42,320 162,523Concession top-up 6,055 5,102 5,203 4,731 6,440 21,476Maintenance 12,953 15,674 12,168 13,252 9,001 50,095Rolling stock adjustment 8,767 8,679 8,679 8,679 8,747 34,784Incentive and penalty -125 589 -337 125 -9 368Capital projects 6,412 3,357 3,065 3,018 2,611 12,051Other 1,333 489 1,843 125 2,411 4,868TOTAL 76,047 73,747 68,598 73,907 72,057 288,30915

Track RecordVictoria’s Public Transport ServicesPayments by the State to the regional rail operator (V/Line Passenger) – including payments for coach services directlycontracted by V/Line – are summarised in total in Table 9. Farebox revenue is retained by V/Line and is included under‘Payment type’ to provide an overall indication of the cost of the services. State contract payments represent the netpayments required for V/Line Passenger to run the services.From the March quarter 2005, a new payment commenced for V/Line (rolling stock). This payment is for the new V/Locitytrains being delivered from the start of 2005 as part of the Regional Fast Rail project.As a result of service disruptions associated with Regional Fast Rail and works at Southern Cross Station, OPR incentivepayments for V/Line Passenger presently apply only to cancellations and short-run services. This arrangement has appliedfrom 1 July 2005 and will continue until the end of the current high level of disruptions resulting from these projects.Unplanned delays will not be penalised during this period, as it is difficult to distinguish State project impacts from normaloperational issues.Under this revised incentive arrangement, V/Line Passenger paid a penalty to the State of $0.54 million for below-targetperformance over the June quarter 2006.Table 9. Payment for Regional Rail and Coach Services ($,000)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun. 2005 – 2006Payment type 2005 2005 2005 2006 2006 TotalBase contract 39,336 41,075 38,375 41,159 41,416 162,025Farebox 10,646 11,523 11,801 13,256 13,849 50,429Rolling Stock 2,040 2,774 3,378 5,970 7,265 19,387Incentive and penalty 21 -515 -121 -347 -539 -1,522Capital projects 2,438 1,729 802 989 1,903 5,423Other 736 -319 -107 - - -426TOTAL 55,217 56,267 54,128 61,027 63,894 235,316Payments to metropolitan and regional bus operators and school bus operators are presented in Table 10. Farebox revenuecollected on these services is returned to the State and is therefore not included in this table.Table 10. Payment for Metropolitan and Regional Bus Services ($,000)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun. 2005 – 2006Payment type 2005 2005 2005 2006 2006 TotalMetropolitan Bus 70,876 73,976 74,080 74,531 79,725 302,312Regional Bus 15,890 15,989 16,508 16,546 17,633 66,676School Bus 39,498 40,982 40,838 27,404 41,522 150,746TOTAL 126,264 130,947 131,426 118,481 138,880 519,73416

Track RecordVictoria’s Public Transport ServicesAs indicated in Section 1.3, the current metropolitan rail partnerships establish Metlink as a provider of system-wideservices. Metlink and OneLink, which supply the current automatic ticketing services for the metropolitan network, arepaid for services supplied under contracts with the State. Payments for services provided by these two organisations arepresented in Table 11. Also in Table 11, “Capital projects” for the current quarter refers to payments for the Metlink Signageand Journey Planner.Table 11. Payment for Metlink and OneLink Services ($,000)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun. 2005 – 2006Payment type 2005 2005 2005 2006 2006 TotalMetlink 3,350 1,893 3,473 3,473 4,111 12,950Capital projects - 4,232 3,409 2,046 6,139 15,826OneLink ticketing 13,853 15,036 14,611 14,871 14,835 59,353TOTAL 17,203 21,161 21,493 20,390 25,085 88,12917

Track RecordVictoria’s Public Transport ServicesSECTION 4.CUSTOMER SATISFACTION4.1 Customer satisfaction survey methodologyThe Director of Public Transport, commissions monthly surveys to measure whether operators are providing the quality ofservice customers expect.A sample of people is randomly selected from electronic telephone directories in areas where train, tram, bus, coach andmetropolitan taxi services operate. Interviews are conducted by telephone. Respondents who do not use public transportare 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; and• State their satisfaction level on specific aspects of public transport as well as the service overall. These responsesare given a score of between 0 and 100 according to the following scale:- Totally satisfied – 100- Very satisfied – 80- Somewhat satisfied – 60- Somewhat dissatisfied – 40- Very dissatisfied – 20- Totally dissatisfied – 0Survey results are compiled into quarterly Customer Satisfaction Indices (CSIs), allowing for comparisons between thedifferent modes, operators and aspects of service delivery. Differences between metropolitan and country passengerservices should be taken into account when making such comparisons. These include factors such as the purpose anddistance of travel and the types of services offered on metropolitan and country services.Results of the most recent survey are summarised below.4.2 Overall satisfaction with servicesOverall customer satisfaction with metropolitan public transport has remained steady over the last two years, withcustomers continuing to be ‘somewhat satisfied’. For the June quarter 2006, satisfaction remained stable, with a result of61.9 (Figure 3).Figure 3. Overall satisfaction with all metropolitan public transport services85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied80757065605550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.200618

Track RecordVictoria’s Public Transport ServicesThere were no statistically significant changes in overall customer satisfaction with metropolitan trains, trams, busesor taxis from the March quarter 2006 to the June quarter 2006 (Figure 4). Overall CSIs for the June quarter 2006 are asfollows:• Trains: 63.1• Trams: 69.6• Buses: 67.5• Taxis: 63.3Figure 4. Overall satisfaction with metropolitan train, tram, bus and taxi services85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied8075706560Metro trainsMetro tramsMetro busesMetro taxis5550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.2006Figure 5 presents overall customer satisfaction by financial year for metropolitan trains, trams, buses and taxis. Overallsatisfaction with metropolitan trains has been trending downwards since 2002–03, in line with the service performanceexperienced by the metropolitan train network since mid-2003. Metropolitan bus has also suffered a declining trend since2002–03, while overall satisfaction with metropolitan trams has remained relatively stable at between ‘somewhat satisfied’and ‘very satisfied’ since 2000–01. Customer satisfaction with metropolitan taxis has been added after the first full year ofsurveying and will now continue to be monitored.Figure 5. Overall satisfaction with metropolitan trains, trams, buses and taxis by financial year85Verysatisfied80Metro trainsCustomer Satisfaction IndexSomewhatsatisfied75706560Metro tramsMetro busesMetro taxis55501998-99 1999-2000 2000-01 2001-02 2002-03 2003-04 2004-05 2005-0619

Track RecordVictoria’s Public Transport ServicesFor V/Line Passenger trains the CSI increased from 73.6 to 76.6 for the June quarter 2006, although this change wasnot statistically significant. There was also no statistically significant change in overall customer satisfaction for V/LinePassenger coaches, with a CSI result for the June quarter 2006 of 79.2 (Figure 6).Figure 6. Overall satisfaction with V/Line Passenger trains and coaches85Customer Satisfaction IndexVerysatisfiedSomewhatsatisfied8075706560V/LinePassengertrainsV/LinePassengercoaches5550Apr.– Jun.2004Jul.– Sept.2004Oct.– Dec.2004Jan.– Mar.2005Apr.– Jun.2005Jul.– Sept.2005Oct.– Dec.2005Jan.– Mar.2006Apr.– Jun.2006Figure 7 presents overall customer satisfaction for V/Line Passenger trains and coaches for the financial years 1998–99 to2005–06. While not statistically significant, overall satisfaction with both V/Line Passenger trains and coaches increasedfrom 2004–05 to 2005–06.Figure 7. Overall satisfaction with V/Line Passenger trains and coaches by financial yearCustomer Satisfaction IndexVerysatisfiedSomewhatsatisfied858075706560V/LinePassengertrainsV/LinePassengercoaches55501998-99 1999-2000 2000-01 2001-02 2002-03 2003-04 2004-05 2005-0620

Track RecordVictoria’s Public Transport Services4.3 Key aspects of service quality for trains, trams, taxis, buses and coachesThe following graphs summarise customer satisfaction by looking at specific aspects of service.Each graph presents an overall Customer Satisfaction Index plus separate measurements for particularly relevant aspects ofservice, such as ‘passenger comfort’. The overall Customer Satisfaction Index is produced from an individual question in thesurvey and is not an average of other results.Data shown in the graphs is for the June quarter 2006. A statistically significant increase or decrease in the CustomerSatisfaction Index from the March quarter 2006 to the June quarter 2006 is indicated by a blue ‘Up’ or red ‘Down’ arrow.Where there is no arrow, no statistically significant change has occurred. Minor shifts in the index can be due to the natureof the survey.Metropolitan trainsFigure 8 presents metropolitan train CSIs for the June quarter 2006 overall and for each of the eight major aspects ofcustomer satisfaction, ordered by rank from highest to lowest.From the March quarter 2006 to the June quarter 2006 there were no statistically significant changes in overall satisfaction(63.1), and there was also no change with any of the individual service aspects.Figure 8. Metropolitan trains: customer satisfaction for the June quarter 2006No significant changeCustomer Satisfaction Indexfrom Mar. qr 2006 toJun. qr. 2006 0 10 20 30 40 50 60 70 80 90 100OVERALL SATISFACTIONService aspects ranked highest to lowestPassenger comfortStations/stopsInformation servicesService deliveryStaff serviceValue for moneyTicketingPersonal safety21

Track RecordVictoria’s Public Transport ServicesV/Line Passenger – trainsThere were no statistically significant changes in customer satisfaction from the March quarter 2006 (73.6) to the Junequarter 2006 (76.6) (Figure 9).Figure 9. V/Line Passenger trains: customer satisfaction for the June quarter 2006No significant changefrom Mar. qr 2006 toJun. qr 2006Customer Satisfaction Index0 10 20 30 40 50 60 70 80 90 100OVERALL SATISFACTIONService aspects ranked highest to lowestStaff serviceTicketingStations/stopsPassenger comfortService deliveryPersonal safetyValue for moneyInformation servicesV/Line Passenger – coachesThere was no statistically significant movement in individual aspects or overall customer satisfaction with V/Line Passengercoaches from the March quarter 2006 (79.8) to the June quarter 2006 (79.2) (Figure 10).Figure 10. V/Line Passenger coaches: customer satisfaction for the June quarter 2006No significant changefrom Mar. qr 2006 toJun. qr 2006Customer Satisfaction Index0 10 20 30 40 50 60 70 80 90 100OVERALL SATISFACTIONService aspects ranked highest to lowestStaff servicePassenger comfortTicketingService deliveryValue for moneyPersonal safetyInformation servicesStations/stops22

Track RecordVictoria’s Public Transport ServicesMetropolitan tramsDuring the period from the March quarter 2006 to the June quarter 2006, there were no statistically significant changeswith any individual service aspects or with overall customer satisfaction (69.6) for metropolitan trams (Figure 11). Overallsatisfaction with Yarra Trams has remained stable at between ‘somewhat satisfied’ and ‘very satisfied’ since aroundJanuary 2005 and has exceeded that recorded for all other metropolitan modes since July 2004.Figure 11. Metropolitan trams: customer satisfaction for the June quarter 2006No significant changefrom Mar. qr 2006 toJun. qr 2006Customer Satisfaction Index0 10 20 30 40 50 60 70 80 90 100OVERALL SATISFACTIONService aspects ranked highest to lowestService deliveryPassenger comfortStations/stopsStaff serviceInformation servicesValue for moneyPersonal safetyTicketingMetropolitan busesOverall customer satisfaction with metropolitan buses remained stable from the March quarter 2006 (68.3) to the Junequarter 2006 (67.5) (Figure 12).Figure 12. Metropolitan buses: customer satisfaction for the June quarter 2006No significant changefrom Mar. qr 2006 toJun. qr 2006OVERALL SATISFACTIONCustomer Satisfaction Index0 10 20 30 40 50 60 70 80 90 100Service aspects ranked highest to lowestStaff servicePassenger comfortValue for moneyPersonal safetyTicketingService deliveryInformation servicesStations/stops23

Track RecordVictoria’s Public Transport ServicesMetropolitan taxisOverall customer satisfaction with metropolitan taxis remained stable from the March quarter 2006 (63.7) to the Junequarter 2006 (63.3). However, Figure 13 also shows that there was a statistically significant decline in satisfaction with‘drivers’ for the June quarter 2006.Figure 13. Taxis: customer satisfaction for the June quarter 2006Statistically significantdecrease from Mar. qr2006 to Jun. qr 2006OVERALL SATISFACTIONCustomer Satisfaction Index0 10 20 30 40 50 60 70 80 90 100Service aspects ranked highest to lowestBookingPassenger comfortRanksPersonal safetyService deliveryDriverInformation servicesFaresValue for money24

Track RecordVictoria’s Public Transport ServicesSECTION 5.PERFORMANCE OF AUTOMATICTICKETING SYSTEM EQUIPMENT5.1 BackgroundA private company under contract to the State Government runs the ticketing system for Melbourne’s public transport.The current contract was awarded in May 1994 to OneLink Transit Systems Pty Ltd, a consortium which operates andmaintains the Metcard system.Initiatives to improve the performance of the metropolitan ticketing system were introduced by the State and progressivelyimplemented during late 2001 and 2002. Audits of performance in late 2002 and mid 2003 indicated that performance ofthe system (particularly the ticketing equipment at railway stations) had improved significantly.5.2 Customer Defined Availability (CDA) reportingCDA information is summarised by quarter in Table 12 for the period from the June quarter 2005 to the June quarter 2006.Also shown in Table 12, are the targets defined in the amended OneLink contract that determine whether OneLink incurs apenalty or receives an incentive payment for performance against those targets. CDA targets represent minimum levels ofacceptable availability and performance and allow for specified levels of non-availability due to maintenance, servicing andbreakdowns.Table 12. ATS Customer Defined Availability for ticketing equipment at railway stations (%)Apr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun.Device Target 2005 2005 2005 2006 2006Vending Machines 98.26 98.7 98.7 98.7 98.6 98.7Validators 99.47 99.4 99.3 99.6 99.6 99.6The CDA measures for railway station ticket-vending machines and validators exceeded the relevant targets for the Junequarter 2006.The status of ticketing equipment at railway stations is automatically monitored during the day via communication linesfrom stations through to OneLink. Due to this regular checking of status, OneLink has accurate and up-to-date informationon the availability of ticketing machines on railway stations and can schedule repairs or servicing rapidly.For repairs, OneLink gives priority to equipment at busier stations, where more tickets are purchased from vendingmachines.Mobile equipment on-board trams and buses does not have a permanent communication link. Obviously, therefore, atany time, the need for repairs and servicing and the actual equipment availability cannot be known exactly. Tram andbus operators must make available to OneLink those vehicles with equipment needing attention. Due to this fundamentaldifference between fixed and mobile equipment, measures and performance targets vary between modes.Table 13 shows, that while availability is high for ticket-issuing machines and validators on buses, the availability ofticketing machines on trams continues to be below the equivalent measures for ticketing equipment availability at railwaystations. The Government is continuing to work with Onelink and Yarra Trams to improve the availability of equipment onboardtrams.Table 13. ATS availability (%) for mobile equipmentApr.–Jun. Jul.–Sept. Oct.–Dec. Jan.–Mar. Apr.–Jun.Mode Device 2005 2005 2005 2006 2006Tram Vending machines 92.0 92.8 93.6 92.7 92.4Validators 95.6 95.1 97.9 98.4 98.0Bus Issuing machines 99.5 99.6 99.7 99.7 99.6Validators 99.8 99.7 99.8 99.8 99.825

Track RecordVictoria’s Public Transport Services5.3 Vandalism of ATS equipmentThe progressive strengthening of the ATS equipment (making it more vandal resistant) from December 2001 to June 2002,coupled with increased surveillance and policing, delivered significant reductions in the weekly incident rate for vandalism(Figure 14).A relatively constant level of ticket equipment vandalism has occurred over the past two years. There were 1,043 incidentsin the June quarter 2006.Figure 14. Incidents of vandalism to ATS equipment by quarter – March 2001 to June 20068,0007,000Vandalism incidents per quarter6,0005,0004,0003,0002,0001,0000Mar.2001Jun. Sept.2001 2001Dec.2001Mar.2002Jun. Sept.2002 2002Dec.2002Mar.2003Jun. Sept.2003 2003Dec.2003Mar.2004Jun. Sept.2004 2004Dec.2004Mar.2005Jun. Sept.2005 2005Dec.2005Mar.2006Jun.200626

Track RecordVictoria’s Public Transport ServicesSECTION 6.PERFORMANCE BY ROUTE/LINEThis issue of Track Record presents monthly service performance data from July 2005 to June 2006 at the route level formetropolitan trains and trams and V/Line Passenger trains. This data is compared with average on-time performance andcancellations data for the financial year 1998–99, representing pre-franchise levels of performance.Throughout this section, the measures presented exclude service performance during the Commonwealth Games (15–26March 2006).Over the past twelve months there have been disruptions to metropolitan and regional train services associated withmajor projects which included the Regional Fast Rail program, the Southern Cross Station re-development and works onthe Flinders Street Station concourse. Overall, on-time performance of metropolitan trains was lower for 2004–05 and2005–06 than in previous years. Cancellations, while recovering during 2005–06, were also higher than the levels achievedin 2001–02 and 2002–03. For V/Line, on-time performance was significantly impacted by projects but there were signs of arecovery towards the end of 2005–06.Trams have maintained previous improvements in service performance when compared to 1998–99 levels. The reliability ofthe tram network has been particularly good with the level of cancellations extremely low during 2005-06.6.1 Metropolitan trainsFigures 15 through to 18 provide monthly on-time performance data for the Northern 24 , Eastern 25 , Western 26 andSouthern 27 metropolitan train corridors.Metropolitan train punctuality for 2005–06 remained lower than in previous years.The Western corridor maintained performance at or above the metropolitan average performance for most of the year, withWilliamstown recording the highest punctuality levels across the network.Within the Northern corridor, Hurstbridge dropped below the metropolitan train average from December 2005 onwards,while Epping, Broadmeadows and Upfield services generally performed at or above average throughout 2005–06.During 2005–06, punctuality for the Eastern corridor varied from well-above the metropolitan average (Glen Waverley andAlamein) to well-below (Belgrave).Overall, the Southern corridor recorded the least-satisfactory punctuality of the network’s four regions, with only the StonyPoint and Sandringham services exceeding the network average. Cranbourne (in particular), Frankston and Pakenham werethe worst-performing lines, failing to meet the metropolitan train average at any point during the year.24 For this analysis, the Northern corridor comprises the following metropolitan train services: Broadmeadows; Epping; Hurstbridge and Upfield.25 The Eastern corridor comprises the following services; Alamein; Belgrave; Glen Waverley and Lilydale.26 The Western corridor comprises the following services: Sydenham; Werribee and Williamstown.27 The Southern corridor comprises the following services: Cranbourne; Frankston; Pakenham; Sandringham and Stony Point.27

Track RecordVictoria’s Public Transport ServicesFigure 15. Metropolitan train on-time performance by line – Northern services100Percentage of scheduled services on time98969492908886848280Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06BroadmeadowsEppingHurstbridgeUpfield2005-06 Met. trainaverage1998-99 AverageperformanceFigure 16. Metropolitan train on-time performance by line – Eastern services100Percentage of scheduled services on time98969492908886848280Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06AlameinBelgraveGlen WaverleyLilydale2005-06 Met. trainaverage1998-99 Averageperformance28

Track RecordVictoria’s Public Transport ServicesFigure 17. Metropolitan train on-time performance by line – Western services100Percentage of scheduled services on time989694929088868482SydenhamWerribeeWilliamstown2005-06 Met. trainaverage1998-99 Averageperformance80Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 18. Metropolitan train on-time performance by line – Southern services100Percentage of scheduled services on time98969492908886848280Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06CranbourneFrankstonPakenhamSandringhamStony Point2005-06 Met. trainaverage1998-99 Averageperformance29

Track RecordVictoria’s Public Transport ServicesFigures 19 through to 22 provide monthly cancellation data for the Northern, Eastern, Western and Southern corridors.For the 2005–06 financial year, cancellations across the metropolitan train network (0.9 per cent) were generallycomparable to 1998–99 (1.0 per cent), although this level was exceeded in December 2005 and January 2006.Cancellations were at their highest level in January 2006, when reliability (particularly for Alamein, Stony Point andSandringham services) was adversely impacted by train air-conditioning faults.The Western corridor consistently had fewer cancellations than the metropolitan network average, while Northern andEastern services were generally close to average.The Southern corridor recorded the highest cancellation levels for the network during 2005–06, with most lines recordingcancellations at above the 2005–06 metropolitan train average. Of these, the Stony Point line consistently reported thenetwork’s highest rate of cancellations – significantly more than the network average. Sandringham and Frankston followedStony Point as the least reliable services of the network. Cranbourne and Pakenham were the only Southern lines to remainclose to or better than the metropolitan average for the year.It should be noted that cancellations, as a percentage of scheduled services, appear volatile for the Stony Point line, due inpart, to the relatively small number of monthly services when compared to most other metropolitan lines.Figure 19. Metropolitan train cancellations by line – Northern services7.0Percentage of services cancelled6.05.04.03.02.01.0BroadmeadowsEppingHurstbridgeUpfield2005-06 Met. trainaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 20. Metropolitan train cancellations by line – Eastern services7.0Percentage of services cancelled6.05.04.03.02.01.0AlameinBelgraveGlen WaverleyLilydale2005-06 Met. trainaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0630

Track RecordVictoria’s Public Transport ServicesFigure 21. Metropolitan train cancellations by line – Western services7.0Percentage of services cancelled6.05.04.03.02.01.0SydenhamWerribeeWilliamstown2005-06 Met. trainaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 22. Metropolitan train cancellations by line – Southern services7.0Percentage of services cancelled6.05.04.03.02.01.00.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06CranbourneFrankstonPakenhamSandringhamStony Point2005-06 Met. trainaverage1998-99 Averageperformance31

Track RecordVictoria’s Public Transport Services6.2 V/Line Passenger trainsV/Line Passenger train service performance graphs (Figures 23 to 32) show considerable variation on a month-bymonthand line-by-line basis due to the smaller number of scheduled services on some V/Line corridors. For this reason,cancellations are presented as bar charts showing actual number of services cancelled, rather than the proportion ofscheduled services cancelled.Additionally, during the 2005–06 financial year, work on the Regional Fast Rail and Southern Cross Station projects resultedin a number of train lines going through periods when some or all rail services on particular lines were replaced by coaches.The lines and periods affected by these projects and other track closures are shown in Table 14 below.Table 14. Regional Fast Rail, Southern Cross Station and other track closures -rail service replacement for 2005–20062005 2006Corridor and Line Jul. Aug. Sep. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May. Jun.WestAraratBacchus MarshBallaratMeltonNorth (via Bendigo)BendigoEchucaKynetonSunburySwan HillSouth WestGeelongWarrnamboolNorth (via Seymour)AlburyDonnybrookKilmore EastSeymourSheppartonEastBairnsdaleSaleTraralgonWarragulPartial replacement of rail services by coaches (up to 20%)Significant replacement of rail services by coaches (from 20% to 80%)High or full replacement of rail services by coaches (from 80% to 100%)Figures 23 to 27 show monthly punctuality for the five V/Line train corridors during 2005–06.For 2005–06 on-time performance levels for V/Line trains were generally well below the 1998–99 average (92.4 per cent),although performance on most lines has consistently improved since January 2006 following a fall in the level of disruptionsassociated with Regional Fast Rail and Southern Cross Station project works.Across the regional train network, Warragul was the only line to achieve on-time performance at above the 1998–99average, while Donnybrook, Geelong, Bacchus Marsh and Warragul services consistently achieved punctuality rates abovethe V/Line average for 2005–06.With the exception of Donnybrook, Seymour and Warragul services, the North (via Seymour) and East corridors had themost variable punctuality of the network.For the South West corridor, punctuality for Warrnambool services was well below the network averages for 1998–99 and2004–05, while punctuality for Geelong was consistently above the 2004–05 average but below that for 1998–99.32

Track RecordVictoria’s Public Transport ServicesService punctuality on the West corridor was mostly above the network average, with the Ballarat line recording thehighest levels in the latter half of the financial year 2005–06.Figure 23. V/Line Passenger on-time performance by line – North (via Seymour) corridor100Percentage of scheduled services on time908070605040Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06AlburyDonnybrookKilmore EastSeymourShepparton2005-06 V/Line average1998-99 AverageperformanceFigure 24. V/Line Passenger on-time performance by line – South West corridor100Percentage of scheduled services on time9080706050GeelongWarrnambool2005-06 V/Lineaverage1998-99 Averageperformance40Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 25. V/Line Passenger on-time performance by line – East corridor100Percent of scheduled services on time9080706050BairnsdaleSaleTraralgonWarragul2005-06 V/Lineaverage1998-99 Averageperformance40Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0633

Track RecordVictoria’s Public Transport ServicesFigure 26. V/Line Passenger on-time performance by line – North (via Bendigo) corridor100Percentage of scheduled services on time908070605040Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06BendigoKynetonSunburySwan Hill2005-06 V/Lineaverage1998-99 AverageperformanceFigure 27. V/Line Passenger on-time performance by line – West corridor100Percentage of scheduled services on time9080706050AraratBacchus MarshBallaratMelton2005-06 V/Lineaverage1998-99 Averageperformance40Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figures 28 to 32 show V/Line Passenger train cancellations during 2005–06.The V/Line average cancellation rate of 1.0 per cent in 2005–06 was the highest level since 1998–99 (0.1 per cent). Overthe full year, the North (via Seymour), East and North (via Bendigo) corridors showed fewer cancellations per month thanthe South West and West. It is worth noting that the latter corridors have considerably higher numbers of services than theformer.Cancellations on the North (via Seymour) and North (via Bendigo) corridors were generally low throughout 2005–06, withthe exception of the Sunbury services which had a relatively high level of cancellations, particularly in January 2006.On the East corridor, Traralgon services had a relatively high number of cancellations compared with Warragul, Bairnsdaleand Sale.Ballarat (West corridor) services experienced one of the highest number of monthly cancellations across the V/Linenetwork, largely due to signalling issues in May 2006.On the South West corridor, Geelong services experienced a relatively high number of cancellations in September 2005,due to a fatality at North Shore and signal failure resulting from a lightning strike at Werribee. Total cancellations forGeelong were also amongst the highest for the V/Line network, mainly due to the large number of services operating on thisline. Overall however, reliability for Geelong (at 1.0 per cent of services cancelled) was equal to the network average for2005–06.34

Track RecordVictoria’s Public Transport ServicesFigure 28. V/Line Passenger cancellations by line – North (via Seymour) corridor4035SheppartonNo. of services cancelled30252015105SeymourKilmore EastDonnybrookAlbury0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 29. V/Line Passenger cancellations by line – South West corridor40No. of services cancelled353025201510WarrnamboolGeelong50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 30. V/Line Passenger cancellations by line – East corridor40No. of services cancelled353025201510WarragulTraralgonSaleBairnsdale50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0635

Track RecordVictoria’s Public Transport ServicesFigure 31. V/Line Passenger cancellations by line – North (via Bendigo) corridor40No. of services cancelled3530252015105Swan HillSunburyKynetonEchucaBendigo0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 32. V/Line Passenger cancellations by line – West corridor4035MeltonNo. of services cancelled3025201510BallaratBacchus MarshArarat50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0636

Track RecordVictoria’s Public Transport Services6.3 Metropolitan tramsFigures 33 to 37 present monthly on-time performance (at destination) for tram routes at each of the metropolitan tramdepots.Overall, average tram punctuality at destination for 2005–06 (at 73.3 per cent) remained well above the 1998–99 average(67.3 per cent). The Brunswick, Essendon, Preston and Southbank depots provided the most punctual services of thenetwork, performing well above both the 1998–99 tram average and the average throughout 2005–06.Of the Preston and Southbank depot services, Route 96 showed a significant improvement in performance over the financialyear, with the June 2006 figure showing comparable punctuality levels to Routes 86 and 112. The latter two routesperformed consistently above the metropolitan tram average throughout the financial year.Punctuality for Glenhuntly depot services were at or above the metropolitan tram average during 2005–06, with theexception being Route 78/79 which continued to perform well below both the 1998–99 and 2005–06 average levels.Punctuality and reliability for Route 78/79 is impacted by the traffic conditions on Chapel Street and the operation of W-class trams on this route.Malvern depot services had the poorest rates of punctuality for the tram network, with many routes consistently belowboth the averages for both 1998–99 and 2005–06.Kew and Camberwell depot services maintained punctuality at or close to the metropolitan average. Punctuality on Route109 was significantly lower for most of 2005–06, although considerable improvement was achieved in May and June 2006.Figure 33. Metropolitan tram on-time performance (at destination) by route – Brunswick and Essendon depots851Percentage of scheduled services on time80757065605519555759822005-06 Met. tramaverage1998-99 Averageperformance50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 34. Metropolitan tram on-time performance (at destination) by route – Preston and Southbank depots85Percentage of scheduled services on time80757065605586961121998-99 Averageperformance2005-06 Met. tramaverage50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0637

Track RecordVictoria’s Public Transport ServicesFigure 35. Metropolitan tram on-time performance (at destination) by route – Glenhuntly depot85Percentage of scheduled services on time8075706560553646778/792005-06 Met.tram average1998-99Averageperformance50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 36. Metropolitan tram on-time performance (at destination) by route – Malvern depot85Percentage of schedule services on time80757065605556816722005-06 Met. tramaverage1998-99 Averageperformance50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 37. Metropolitan tram on-time performance (at destination) by route – Kew and Camberwell depots85Percentage of scheduled services on time8075706560554870751092005-06 Met. tramaverage1998-99 Averageperformance50Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0638

Track RecordVictoria’s Public Transport ServicesFigures 38 to 42 show monthly cancellations for metropolitan tram services for the financial year 2005–06.During 2005–06, average cancellations for the tram network (at 0.3 per cent) were well below the 1998–99 average(1.5 per cent). Across the network, most routes showed excellent and consistent levels of reliability over the year. Theexceptions to this were the Kew and Camberwell depot services which showed fluctuations in reliability levels, despitetheir overall positive performance for the year.Route 82 (Essendon depot) services were disrupted by police operations on 15 December 2005 which impacted thereliability measure for that month.Route 78/79 (Glenhuntly depot) – which is operated W-class trams in an area of congested traffic – was the only route torecord reliability levels significantly below the 2005–06 metropolitan tram average, with inconsistent reliability throughoutthe year. Despite this, reliability on this route was better than the 1998–99 average.Figure 38. Metropolitan tram cancellations by route – Brunswick and Essendon depots3.0Percentage of services cancelled2.52.01.51.00.5119555759822005-06 Met. tramaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 39. Metropolitan tram cancellations by route – Preston and Southbank depots3.02.586Percentage of services cancelled2.01.51.00.5961122005-06 Met. tramaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0639

Track RecordVictoria’s Public Transport ServicesFigure 40. Metropolitan tram cancellations by route – Glenhuntly depot3.0Percentage of services cancelled2.52.01.51.00.53646778/792005-06 Met. tramaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 41. Metropolitan tram cancellations by route – Malvern depot3.0Percentage of services cancelled2.52.01.51.00.556816722005-06 Met. tramaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-06Figure 42. Metropolitan tram cancellations by route – Kew and Camberwell depots3.0Percentage of services cancelled2.52.01.51.00.54870751092005-06 Met. tramaverage1998-99 Averageperformance0.0Jul-05Aug-05Sep-05Oct-05Nov-05Dec-05Jan-06Feb-06Mar-06Apr-06May-06Jun-0640

Track RecordVictoria’s Public Transport ServicesOBTAINING COPIES OF TRACK RECORDCopies of Track Record are available from the DOI web site www.doi.vic.gov.au/trackrecordPrior editions are also available in summary format (Issues 18-26) or in PDF format (all issues) from the DOI web sitewww.doi.vic.gov.au/trackrecordFor further information, please contact the Public Transport Division on 1800 264 644.41

Track RecordVictoria’s Public Transport ServicesFEEDBACKThis is the twenty seventh issue of Track Record. It is intended to inform the community about the performance ofVictoria’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 layoutand scope, and how it could be improved. Does it cover the right things? Is it easy to understand? Should it contain moreinformation or less?If you would like to complete the questions below, print this page, and mail to the following address:Director of Public TransportReply Paid 2797Melbourne VIC 8060How informative did you find this bulletin?Please tick:Very informative Didn’t present anything new Little information of interestWas the material easy to understand?Please tick:Easy to follow A bit difficult to understand Not clear at allWhat would you like more information on?Please tick:Service performance Finances Customer satisfaction Other (please specify)How could future bulletins be improved?How often do you use public transport?Please tick: Twice or more a day Once a day Once or twice a week OccasionallyMetropolitan trainsV/Line PassengerTramsBuses42