Media Release: New tougher measure to track train reliability Minister for Transport Gladys Berejiklian today announced the NSW Government would introduce a new way of measuring the reliability of Sydney Trains and NSW TrainLink services which gives customers a clearer picture of their performance. The new ‘punctuality’ measure will replace ‘on-time running’ as the main reliability KPI for Sydney Trains and NSW TrainLink, although both measures will continue to be published. Ms Berejiklian said the ‘punctuality’ measure would ensure the operations of Sydney Trains and NSW TrainLink were more customer-focused than RailCorp. “We want to drive a better performance from our rail operators and the best way to do that is ensure we set higher targets and ensure our measures reflect the experience of customers,” she said. “Under Labor’s on-time running measure, a train that arrives at Central Station on-time but has skipped timetabled stops along the way, leaving customers waiting on platforms, is recorded as meeting performance targets. “Punctuality is more transparent and recognises that if a customer is not picked up by their train because it skips their stop, it is a negative experience and should be measured accordingly. “The new punctuality measure is tougher than on-time running, but I am confident that as we continue to implement reforms across the board, we will see the positive changes reflected in our results.” The differences between ‘punctuality’ and ‘on-time running’ include: - Trains will no longer be counted as on-time if they skip stops, which in the past saw customers left waiting on platforms and the train timetabled to pick them up still recorded as being on time. More than 400 trains a year which skipped stops were counted as being on-time; - Punctuality figures will not be adjusted for force majeure – such as significant weather events – recognising that if customers are late, they are late; - Trains re-named mid-journey will not be considered as on time – in the past a service from Penrith to Central which broke down at Parramatta could be replaced by a new train starting at Strathfield and be deemed on-time. - The definition of peak will be expanded under ‘punctuality’ to take into account changing travel patterns, reflecting a recommendation of the Auditor General and ensuring that ‘punctuality’ will be measuring 70 per cent of journeys as opposed to less than 50 per cent under ‘on-time running’. This means the operators will have to meet reliability targets for longer periods each day. - The new ‘punctuality’ results will be published alongside on-time running on the Sydney Trains and NSW TrainLink websites, backdated from 1 July 2013. Ms Berejiklian said new Sydney Trains chief executive Howard Collins and Transport for NSW were also considering reducing the 5 minute buffer during which a train is considered on-time. “Howard Collins is keen to look at reducing the buffer to help drive even further improvements and I’m supportive of any action that will help improve the customer experience and the information we provide to customers,” Ms Berejiklian said transport.nsw.gov.au/media-releases/new-tougher-measure-track-train-reliability
Posted on: Wed, 11 Sep 2013 03:03:46 +0000
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