Issue 72 Services July - September 2017
Victorian transport services quarterly performance bulletin
Track Record
Victorian transport services
quarterly performance bulletin
Issue 72 Services July-September 2017
This information is published by Public Transport Victoria (PTV). PTV was established in 2012 and manages Victoria’s train, tram and bus services. PTV also provides a single contact for customers wanting information on public transport timetables, services, tickets and improvement projects.
Punctuality and reliability 4
Punctuality 4
Reliability 7
Quarterly City and Westona Loop Bypasses 8
Unplanned express services 8
Customer compensation 9
V/Line 11
Bus 12
Customer satisfaction 13
Customer satisfaction 13
About customer satisfaction ratings 13
Overall satisfaction 14
Travel behaviour and ticketing 16
Travel behaviour 16
myki device availability 17
Attitudes toward Authorised Officers 18
Customer service 20
Call Centre 22
Industry-wide feedback 24
About industry feedback 24
Stakeholder share 24
Industry feedback 26
PTV feedback 27
Punctuality and reliability
Metropolitan trains are considered on time if they arrive no more than four minutes and 59 seconds after their scheduled time in the timetable.
Metropolitan trams are considered on time if they arrive no more than 59 seconds before or four minutes and 59 seconds after the scheduled time in the timetable.
Metropolitan buses are considered on time if they arrive no more than 59 seconds before or five minutes and 59 seconds after their scheduled time in the timetable.
Note: Effective from Track Record 67 January-March 2016, punctuality measures for metropolitan bus services have changed.
Long distance regional trains are considered on time if they arrive no more than 10 minutes and 59 seconds after their scheduled time in the timetable.
Short distance regional trains are considered on time if they arrive no more than five minutes and 59 seconds after their scheduled time in the timetable.
Punctuality measures do not include replacement services (that is, replacement buses and coaches) which operated during the V/Line restoration period (January – June 2016).
Punctuality
Table 1: Train, tram and bus punctuality – percentage of services on-time
Mode / Threshold / Jul–Sep 2016 / Oct–Dec 2016 / Jan–Mar 2017 / Apr–Jun 2017 / Jul-Sep 2017 /Metropolitan trains / 4 minutes, 59 seconds late / 92.6 / 91.4 / 92.0 / 91.4 / 91.7
Metropolitan trams – average over route / 4 minutes, 59 seconds late / 84.3 / 82.5 / 82.2 / 81.5 / 83.7
Metropolitan trams – at destination / 4 minutes, 59 seconds late / 74.7 / 72.1 / 72.2 / 69.5 / 72.9
V/Line trains / punctuality / 90.2 / 86.2 / 81.1 / 83.5 / 85.7
Metropolitan buses – average over route / punctuality / 81.4 / 79.6 / 80.1 / 80.8 / 82.5
Figure 1: Train, tram and bus punctuality – percentage of services on-time
Table 2: Metropolitan train punctuality – percentage of peak services on-time at destination
Line / Jul-Sep 2016 / Oct-Dec 2016 / Jan-Mar 2017 / Apr-Jun 2017 / Jul-Sep 2017 /Alamein / 92.7% / 89.0% / 91.5% / 91.8% / 92.3%
Belgrave / 81.9% / 82.5% / 86.9% / 86.9% / 86.6%
Craigieburn / 91.1% / 88.7% / 88.5% / 89.7% / 87.2%
Cranbourne / 85.8% / 84.9% / 85.0% / 81.7% / 87.4%
Frankston / 90.7% / 89.1% / 88.6% / 88.7% / 88.6%
Glen Waverley / 94.8% / 95.2% / 95.7% / 94.1% / 94.9%
Hurstbridge / 93.3% / 92.1% / 92.6% / 91.9% / 91.4%
Lilydale / 86.8% / 84.8% / 89.7% / 89.5% / 89.4%
Pakenham / 86.5% / 87.0% / 87.4% / 84.3% / 88.3%
Sandringham / 93.7% / 95.8% / 95.7% / 94.6% / 95.0%
South Morang / 95.2% / 94.0% / 93.8% / 93.6% / 93.3%
Stony Point / 87.8% / 87.7% / 83.6% / 72.6% / 84.9%
Sunbury / 91.6% / 90.8% / 88.8% / 88.5% / 87.7%
Upfield / 94.1% / 91.8% / 90.2% / 89.8% / 89.2%
Werribee / 93.0% / 91.0% / 90.6% / 91.1% / 90.1%
Williamstown / 94.7% / 93.0% / 93.2% / 92.1% / 93.6%
Network total / 91.1% / 90.1% / 90.6% / 89.9% / 90.3%
Table 3: Metropolitan train punctuality – percentage of off-peak services on-time at destination
Alamein / 94.7% / 93.3% / 93.9% / 93.7% / 93.0%
Belgrave / 89.9% / 91.3% / 93.3% / 93.4% / 92.6%
Craigieburn / 93.5% / 91.9% / 90.6% / 92.5% / 90.4%
Cranbourne / 87.7% / 87.4% / 89.1% / 84.5% / 89.8%
Frankston / 92.2% / 88.9% / 88.5% / 88.9% / 89.4%
Glen Waverley / 97.9% / 96.7% / 97.7% / 97.3% / 97.3%
Hurstbridge / 94.5% / 93.4% / 94.7% / 93.5% / 94.1%
Lilydale / 92.4% / 90.6% / 93.9% / 93.2% / 92.8%
Pakenham / 87.5% / 86.0% / 86.1% / 84.6% / 88.4%
Sandringham / 95.3% / 96.5% / 95.7% / 95.4% / 95.9%
South Morang / 95.3% / 94.4% / 95.2% / 94.4% / 93.6%
Stony Point / 92.9% / 90.5% / 87.4% / 86.9% / 92.9%
Sunbury / 93.7% / 91.8% / 91.2% / 92.2% / 91.1%
Upfield / 95.1% / 93.1% / 93.3% / 92.0% / 91.8%
Werribee / 93.8% / 91.8% / 93.3% / 91.9% / 91.0%
Williamstown / 96.0% / 93.9% / 95.1% / 95.1% / 95.0%
Network total / 93.4% / 92.0% / 92.7% / 92.1% / 92.4%
Reliability
Metropolitan train reliability is measured as the percentage of the timetable that is delivered. Non-delivery of services includes cancellations, trains that run short and trains that bypass the City or Westona Loops.
Metropolitan tram reliability is based on the percentage of the timetable delivered. Non-delivery of services includes cancellations and trams that run short.
Metropolitan bus reliability is the percentage of services that operate and are completed.
Regional train reliability is measured as the percentage of scheduled services that are delivered.
Table 4: Train, tram and bus reliability – percentage of timetable delivered
Mode / Measure / Jul-Sep 2016 / Oct-Dec 2016 / Jan-Mar 2017 / Apr-Jun 2017 / Jul-Sept 2017 /Metropolitan trains / % timetable delivered / 98.8 / 98.6 / 98.9 / 99.0 / 98.8
Metropolitan trams / % timetable delivered / 98.9 / 98.7 / 98.4 / 98.4 / 98.6
V/Line trains / % services delivered / 98.3 / 97.9 / 96.8 / 98.4 / 98.4
Metropolitan buses / % services delivered / >99.9 / >99.9 / >99.9 / >99.9 / >99.9
Figure 2: Train, tram and bus reliability – percentage of timetable delivered
Quarterly City and Westona Loop Bypasses
Table 5: Quarterly City and Westona Loop Bypasses
Line / Q32016 / Q4 2016 / Q1 2017 / Q2 2017 / Q3 2017 / Services scheduled to run through the loop Q3 2017 /
Alamein / 57 / 55 / 55 / 83 / 63 / 1,344
Belgrave / 105 / 88 / 68 / 114 / 88 / 4,439
Craigieburn / 16 / 43 / 23 / 22 / 40 / 6,560
Cranbourne / 168 / 190 / 197 / 201 / 117 / 3,270
Frankston / 125 / 123 / 150 / 197 / 192 / 3,215
Glen Waverley / 43 / 63 / 39 / 63 / 44 / 3,970
Hurstbridge / 39 / 15 / 20 / 12 / 53 / 6,011
Lilydale / 173 / 156 / 134 / 216 / 137 / 6,933
Pakenham / 165 / 194 / 214 / 198 / 180 / 6,216
Sandringham / 21 / 16 / 16 / 21 / 19 / 808
South Morang / 37 / 10 / 26 / 16 / 53 / 5,622
Sunbury / 11 / 44 / 8 / 25 / 25 / 6,431
Upfield / 11 / 31 / 13 / 15 / 26 / 4,756
Werribee (Delivered Bypassing City Loop) / 10 / 5 / 6 / 15 / 50* / 48
Werribee (Delivered Bypassing Westona Loop) / 86 / 111 / 78 / 87 / 106 / 8,467
Werribee (Delivered Bypassing Both Loops) / 3 / – / – / – / 3 / 1,185
Grand Total / 1,070 / 1,144 / 1,047 / 1,285 / 1,196 / 69,275
*The 50 services bypassing only the City Loop were scheduled to run either via just the City Loop (48 services) or both loops (1,185).
Unplanned express services
Table 6: Quarterly unplanned express services
Measure / Jul-Sep 2016 / Oct-Dec 2016 / Jan-Mar 2017 / Apr-Jun 2017 / Jul-Sep 2017 /Total number of timetabled services / 194,826 / 193,373 / 193,240 / 190,478 / 194,112
Number of express run services / 18 / 5 / 7 / 1 / -
Percentage of total services run as unplanned express / 0.0 / 0.0 / 0.0 / 0.0 / 0.0
Customer compensation
Train and tram operators are expected to deliver a punctual and reliable service for customers.
PTV insists that operators do everything they can to deliver services in line with the agreed timetable.
Where operators fall short, they are required to pay compensation to customers, in the form of complimentary travel. Only customers who travel with a periodical ticket of four weeks or more are eligible to receive compensation.
Table 7: Service level thresholds for compensation (per cent)
Measure / Threshold / Trains / Trams / V/Line /Punctuality / Arrival by 4 minutes, 59 seconds / 88 / 77 / -
Arrival by 5 minutes, 59 seconds / - / - / 92*
Reliability / Percentage of timetable delivered / 98 / 98 / -
Percentage of services delivered / - / - / 96
* For V/Line services, on-time arrival is defined as arriving no later than 10 minutes and 59 seconds after the timetabled arrival time
Metropolitan trains
Customer compensation was not paid for metropolitan trains this quarter.
Metropolitan trams
Customer compensation was not paid for metropolitan trams this quarter.
V/Line
In July, passenger compensation is payable on all lines as punctuality was below the applicable threshold (92.0 per cent).
Compensation is not payable for reliability on all lines as performance was above the applicable threshold (96.0 per cent)
In August, passenger compensation is payable on all lines except Shepparton as punctuality was below the applicable threshold (92.0 per cent).
Compensation is not payable for reliability on all lines as performance was above the applicable threshold (96.0 per cent).
In September, passenger compensation is payable on all lines except Swan Hill & Echuca as punctuality was below the applicable threshold (92.0 per cent). Compensation is not payable for reliability on all lines except Albury as performance was above the applicable threshold (96.0 per cent).
Payments
Metropolitan Train and Tram
Metro Trains and Yarra Trams receive regular payments from Public Transport Victoria to cover the delivery of services and the operation and development of the networks. The terms of these payments are outlined in operator franchise agreements.
PTV requires that operators meet agreed performance targets. Penalties or incentives are paid depending on how operators perform against these targets.
Incentive payments are based on a detailed measure of the passenger impact of service disruptions. These include delays, cancellations, short services and a number of other disruption types (including trains that bypass the City and/or Westona loops).
Each disruption is multiplied by an agreed 'passenger weighting' for that service which depends on the route, the time of day, and the direction of the service. Longer delays result in higher penalties. Operators can receive incentive payments or incur penalties depending on whether the level of disruption is above or below agreed levels in the contracts.
Table 8: Metropolitan train payments ($'000s)
Payment type / Jul-Sep 2016 / Oct-Dec 2016 / Jan-Mar 2017 / Apr-Jun 2017 / Jul-Sep 2017 /Base contract / 55,808 / 61,614 / 52,676 / 65,807 / 55,323
Incentive or penalty / 2,544 / 3,444 / 3,259 / 1,805 / 98*
Customer Experience Performance Regime / 0 / 0 / 0 / 0 / 0
Revenue Reset Adjustment Payment / 20,636 / 20,636 / 30,461 / 30,799 / 21,909
Maintenance and projects1 / 63,495 / 61,119 / 63,167 / 69,934 / 69,642
Rolling stock2 / 29,445 / 22,543 / 21,773 / 23,699 / 23,620
Operations and systems3 / 17,322 / 14,718 / 12,985 / 15,047 / 15,024
TOTAL / 189,250 / 184,074 / 184,321 / 207,084 / 185,517
1 Maintenance and projects combines maintenance and capital projects payments
2 Rolling stock payments include rolling stock adjustments and exams
3 Operations and systems include payments for business system upgrades, driver establishment, electricity, and employee entitlements
*Metro Trains incurred the maximum capped penalty for July 2017, a month which included around $1.5 million (uncapped) in penalties for the 13 July network failure event. As such the final balance for the quarter reflects the $98k bonus received for August 2017.
Base contract: The $10.5m decrease of base contract is due in part to the monthly contractual franchise amount reduced by $8m from June 2017 to September 2017 quarter and one Schedule 4 payment ($2.3m) in relation to Improving Train Operations (Driver Decentralisation) was paid as once-off payment in June 2017.
Revenue reset adjustment payment: This dropped by $8.9m, which reflects the revenue reset calculation in relation to expected farebox. This is based on franchise agreement for September 2017 quarter.
Table 9: Metropolitan tram payments ($'000s)
Payment type / Jul-Sep 2016 / Oct-Dec 2016 / Jan-Mar 2017 / Apr-Jun 2017 / Jul-Sep 2017 /Base contract / 4,168 / 7,222 / -2,148 / -2,835 / 1,154
Incentive and penalty / -120 / -1,221 / -586 / -1,707 / -1,344
Customer Experience Performance Regime / 0 / 444 / 0 / 0 / 451
Revenue Reset Adjustment Payment / 20,745 / 20,745 / 19,237 / 18,780 / 21,901
Maintenance and projects1 / 11,375 / 15,880 / 11,038 / 11,782 / 6,723
Rolling stock / 8,767 / 8,429 / 7,527 / 6,738 / 6,005
Operations and systems2 / 3,213 / 8,511 / 3,178 / 3,338 / 4,084
TOTAL / 48,148 / 60,009 / 38,246 / 36,261 / 40,318
1 Maintenance and projects combines maintenance and capital projects payments
2 Operations and systems payments include business system upgrades, electricity and employee entitlements