3. SERVICE RELIABILITY
According to an independent survey which measured customer satisfaction, service reliability is regarded as one of the most significant characteristics of a quality service. Service reliability is essentially a combination of two main factors, punctuality and consistency.
Services are considered to be punctual if they arrive within a defined period of time after the scheduled arrival time. This parameter is referred to as ‘on-time arrival’ and is shown in the table for each operation.
OPERATION |
‘ON-TIME ARRIVAL’ |
|---|---|
Metropolitan and Regional Passenger Services |
|
Transperth Trains |
3 minutes |
Transperth Buses |
4 minutes |
Transperth Ferries |
3 minutes |
Country Passenger Rail and Road Coach Services |
|
Transwa Rail |
|
Prospector |
15 minutes |
Australind |
10 minutes |
AvonLink |
10 minutes |
MerredinLink |
10 minutes |
Road Coaches |
10 minutes |
Regional School Bus Services |
|
Regional school bus services |
Drop off no less than 10 minutes before school starts and pick up within 10 minutes of school ending |
The ‘on-time arrival’ measure demonstrates the extent to which the PTA meets its service reliability standards.
Transperth Train Services
The 2006/07 result was below target because of on-time running delays for the metropolitan train services as a result of:
- Works and infrastructure changes on the network and preparation for Southern Suburbs Railway;
- Weather issues and increased dwell times during peak periods as result of increased patronage; and
- New drivers undergoing training on the system.
Transperth Bus Services
The 2006/07 result was below both the target for the year and the 2005/06 result.
Until December 2006, bus on-time running was monitored by Transperth inspectors carrying out physical checks at various locations. The target for 2006/07 was based on the results of these physical checks.
In January 2007, Transperth began using the SmartRider system’s “GPS Reporter” functionality to check on-time running based on a random sample of 1% of trips in each of the bus contract areas. This method provides a more accurate indication of service reliability.
In 2006/07, on-time running during the first six months averaged 92.6% (based on the physical checks) but the average fell to 81.5% during the following six months, when “GPS Reporter” was used and allowed a more precise capture of service reliability. No other factors caused the result to fall.
Transperth Ferry Services
The 2006/07 results reflected excellent on-time running for the ferry service.
In 2005/06 the on-time arrival parameter was not reported as the data provided was based on estimates. The result shown above for 2005/06 is therefore unaudited.
The method of measuring on-time running changed for ferries during 2006/07. From July 2006 to February 2007, Transperth inspectors carried out a prescribed number of physical checks to monitor on-time running. In March 2007, Transperth began using “GPS Reporter” to monitor more accurately on-time running on the ferry service.
Transwa Rail Services
Indicators of the ‘on-time arrival’ performance for Transwa rail services are reported separately for each service.
a. Prospector
In spite of an improvement compared to 2005/06, the 2006/07 result was below the target, primarily due to delays as a result of track works and crossing of freight trains.
Further improvement in on-time running is expected with the extension of crossing loops and replacement of wooden sleepers. This work is scheduled to commence midway through 2007/08.
b. Australind
There was an improvement in the results for 2006/07 as compared to last year and the target for 2006/07 was exceeded.
c. AvonLink
The graph shows constant good performance in this service over the last three financial years.
This has been mainly due to the short journey time on predominantly dual track.
d. MerredinLink
The service was introduced in 2004/05, hence no comparative data for actual 2003/04.
The 2006/07 target was not achieved because of difficulties with the crossing of freight trains and mechanical problems with the new railcars.
Transwa Road Coach Services
Transwa road coach services on-time running was consistent throughout 2006/07 compared with the previous financial years. It exceeded the target for 2006/07.
Regional School Bus Services
This effectiveness indicator measures school bus timetable reliability for rural mainstream services and Special Education School buses operating in the metropolitan area. The on-time arrival parameter is to arrive at school no less than 10 minutes before school starts and departing within 10 minutes of school ending.
This effectiveness indicator is calculated using a random sample which ties in with the inspection program.
The result for 2006/07 was above target.
Year |
Number of observations for compliance with ‘on-time’ arrival |
Observations that were compliant |
|---|---|---|
2004/05 |
517 |
452 |
2005/06 |
1,188 |
1,156 |
2006/07 |
1,086 |
1,048 |
The sample error estimates were within the acceptable tolerance level at the 95% confidence level.
The improvements were related to clearer standards in new contracts and stronger compliance.