TransLink Tracker 2009-2010 Q2

[ozbob]

--> http://download.translink.com.au/about/0910q2_tracker.pdf

[ozbob]

Time to fix the frequency on rail.

[#Metro]

On time running? Is this peak hour, one direction only again.  
No definition supplied- might be misleading!

Metro Trains Melbourne 'On Time' Standard

1. A service is 'on time' if it departs between 59 seconds before and 4 minutes : 59 seconds after its scheduled departure time.

2. This applies to every service, peak and off-peak.

3. Train performance is recorded by way of an automated system and independantly audited by the State Government.

[somebody]

Pretty sure on time running is only measured in peak.  One would expect off peak trains to be more reliable as they are under less pressure.

One interesting point from the document:

The design capacity, for this survey, is a
factor of the trains' distance from Central
station – it records the number of trains
outside 20 minutes from Central station
where a passenger is standing.

That answers a question I asked before about stops at Coopers Plains for the Coasties: If standees board at Coopers plains but all get a seat at South Bank is the train overloaded?  Answer: Yes!

EDIT: Another interesting thing is that patronage is dropping.  Isn't employment rising?  They can't blame the economy then.

[ozbob]

On time running for bus does not match reality.  There is no real way of assessing it at the moment other than sample surveys at hubs.

Note page 15, the Cold Coast and Sunshine coast the number of trains where customers standing at stations south of Beenleigh and north of Caboolture respectively is the measure.

Ferny Grove line is never overloaded because of the 20 minute definition.

I don't take the tracker as mathematically accurate  as the methodology for adjustments and data capture are a bit loose IMHO.

Still, some evidence there to support some significant rail improvements particularly frequency.

As predicted, the go card use did go backwards, it will now surge of course as a consequence of the 4th January fare changes.

The December quarter does traditionally show a drop in patronage, also there was a lot of track closures which further reduces numbers somewhat.

[#Metro]

What is the purpose of these statistics if they are so flawed? PR value?

Under these definitions, there is no upper limit to the number of people allowed on the train at Central.
You could have 1000 or 10 000 people (?) and it still would not be overloaded.

[#Metro]

Pretty sure on time running is only measured in peak.  One would expect off peak trains to be more reliable as they are under less pressure.

Possibly. But we can't assume or project to see if this is true as there is no data disclosed.
There are all those track faults, train faults, SCADA crashes, bridge strikes, etc.

[somebody]

Still, some evidence there to support some significant rail improvements particularly frequency.

What are you thinking of here?

Part of me wonders if the reason they don't want to improve rail frequency on the Caboolture line is that they are worried it will increase patronage by more than 100% and they will need to increase frequency again!

[longboi]

Pretty sure on time running is only measured in peak.  One would expect off peak trains to be more reliable as they are under less pressure.

Possibly. But we can't assume or project to see if this is true as there is no data disclosed.
There are all those track faults, train faults, SCADA crashes, bridge strikes, etc.

Don't be ridiculous TT, on time running applies to all services - not just peak.
I do agree with you though that they should state how they collect their imformation.

_{Source: Working at QRP and learning how OTR is reported to TransLink.}

[ozbob]

If you look at the customer satisfaction stuff, survey that captures frequency, bus big improvement (new services), rail sliding, nothing really other than the GC at VL and the Hale St ippy ones.  The core problems not addressed.  In a way, good to see that the frequency satisfaction is becoming increasingly worse. This is no doubt the major issue with the rail network.

(on board EMU21 at present, too difficult to pull out the tracker)

Edit:  Page 10 Reliability and Frequency graph

[#Metro]

Don't be ridiculous TT, on time running applies to all services - not just peak.
I do agree with you though that they should state how they collect their imformation.

Well that's good. If it is, they should say so, in black and white for everyone to see.

[ozbob]

And ... I find it intriguing that the Tracker was made public late on the day before Easter.  Media dead hole tomorrow, Easter distractions ..

Chance or design?



Footnote:

Noticed this statement from the Opposition

=======================

http://www.lnp.org.au/media-centre/media-release/2330-on-time-performance-report-is-running-late.html

On time performance report is running late

Fiona Simpson MP

Shadow Minister for Main Roads and Transport
Member for Maroochydore

1 April 2010

A quarterly report detailing the on time performance of South East Queensland's trains, ferries and buses is running late.

Shadow Minister for Transport Fiona Simpson said the second quarter report, which covered from October to December 2009, was yet to be released.

"Here we are at the end of the third quarter of the 2009-10 financial year and we are still waiting for records from the second quarter, six months ago," Ms Simpson said.

"These reports are delayed more regularly than Queensland Rail's train services."

Ms Simpson said the quarterly Translink tracker reports contained information about patronage, on time performance, go card use and customer enquiries.

"We know from commuter complaints and twitter feedback that the second quarter was plagued by major train delays, with commuters constantly left stranded by points and signal failures.

"This report should detail the effect these delays had on the already declining commuter numbers.

"The Minister for Transport should be very interested in these results and I encourage Ms Nolan to demand for this report to be released."

Ms Simpson said the Queensland Auditor General had criticised the Bligh Labor Government and Government Owned Corporations last year for low reporting standards and a lack of accountability.

"In October, Bligh and Labor was criticised for failing to keep Government Owned Corporations accountable.

"But once again the Minister for Transport is turning a blind eye on Translink's failure to deliver their quarterly report on time."

[#Metro]

Maybe all the statistics are concocted/distorted as some kind of April Fools...  

There was a great article today in Brisbanetimes about using GoCard to place tolls on the Kurilpa pedestrian/cycle bridge due to cost blowouts.

http://www.brisbanetimes.com.au/queensland/toll-plan-for-kurilpa-bridge-20100331-reou.html

[david]

It's nice to see the new separate classifications for the Gold Coast and Sunshine Coast line, which truly reflects the number of passengers boarding the services from stations apart from Beenleigh and Caboolture.

Although there has been a general drop in "full" trains, this worries me slightly, as Translink may use it as an excuse to delay additional services or cut them out altogether. The timing of the December survey is debatable - with most school children/uni students and the general population on holidays, its hard to get an accurate representation of the train loadings. I would much prefer them to conduct the surveys in February, May, August and November. Perhaps this won't be such an issue from next year, when Go Card use is compulsory...

[mch]

Some interesting points to note:

On time running used alone as a basis for performance of any transport system is a waste of time as there are a number of factors that should be combined to provide proper performance of the system.
The other areas relate to crowding, frequency of service, speed of service, consistency of services and price all need to be combined to get a true picture.

Firstly, QR used to use 3 minutes for their limit for on time services during the peaks.
There is a way of fudging this. When some Translink staff were questioned about this, they were not really aware of the process of adding 1 or 2 minutes (catch-up time) into the schedules of services with poor performance.

Crowded trains: This is a real put off for passengers who have to travel longer distances.
Their idea is not really correct as the originally suggested idea was 'If a passenger is required to stand for 20 minutes, then the service should be considered over crowded'.
While this may seem to be playing with words, it means that you do not just wait to 20 minutes from the city to look at this, but should monitor actual loading patterns for the total journey.

Two other items should be considered – the black holes in peak period services where all of a sudden, there is a larger gap in the normal frequency.  These exist in virtually every corridor and can be as large as 28 minutes or more.  So do we actually have a proper peak period service?

The process of adding extra time into service and speed restrictions due to track problems or failure to upgrade track to 'today's' standards mean that is taking longer than it should to get to our destinations.

Even the 30 year old electrics were built to travel at 100km/hr, but we still have sections of track were speeds of 60 km/hr or less apply.
We expect better roads, so why don't we get better rail as well.

Interesting comment by Translink:
There were 2.8 million service kilometres travelled by trains across the TransLink network in this quarter, about 80 000 kilometres less than the same period in 2008.
The major impact on train service kilometres during this quarter was train services replaced by buses between Ipswich and Rosewood during October and November to allow for the repair work on Sadliers Crossing Bridge.
This shows the real lack of growth in the rail services when closure of one end of one corridor causes this sort of reduction in the kilometres run.

So much for TransLink's Tracker, but what are they really tracking?

[stephenk]

I love this quote:

"Overall train patronage was down by 1.67 million to 13.66 million trips. As outlined in the Tracker Q1 2008/9, the accuracy of the data provided by go card has led to a correction in previous methods for counting the number of trips on trains.
For example a weekly ticket purchased through a QR outlet was previously counted as 11 trips – whereas the go card is showing that many customers using these tickets are likely to integrate their trips between train, bus and ferry.
Based on the previous patronage formulas, we estimate that the number of passengers using train services in this period is similar to actual levels for the same period in 2008."

So the reduction in train patronage isn't due to overcrowding (of which less than 20mins of overcrowding doesn't seem to register at Translink Towers), mediocre peak timetables, unattractive off-peak timetables, delays and more delays, massive fare rises, unattractive fare structure, and stable oil prices?

[#Metro]

mch, good analysis!
I guess its ok. They should use an automated, audited system.

There is a way of fudging this. When some Translink staff were questioned about this, they were not really aware of the process of adding 1 or 2 minutes (catch-up time) into the schedules of services with poor performance.

Two other items should be considered – the black holes in peak period services where all of a sudden, there is a larger gap in the normal frequency.  These exist in virtually every corridor and can be as large as 28 minutes or more.  So do we actually have a proper peak period service?

The process of adding extra time into service and speed restrictions due to track problems or failure to upgrade track to 'today's' standards mean that is taking longer than it should to get to our destinations.

So its dwell? Catchup/padding?

[#Metro]

So the reduction in train patronage isn't due to overcrowding (of which less than 20mins of overcrowding doesn't seem to register at Translink Towers), mediocre peak timetables, unattractive off-peak timetables, delays and more delays, massive fare rises, unattractive fare structure, and stable oil prices?

I tend to agree here. A fare increase will result in some passenger loss (2% or so). The effects of this can be over-rided with extra services, but there have been no extra services since the fare rises.

We are talking about a 10% drop in passengers!

[Mozz]

Maybe not even any significant increase in rail services this calendar year.... there I said it ... yeah I did ... hoping someone will prove me wrong

[ozbob]

Media Release 2 April 2010

SEQ:  TransLink Tracker - only part of the story

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters welcomes the publication of the TransLink tracker.  The TransLink tracker is a snap shot of activity on the public transport and is published quarterly (1).  The second quarter information for the current financial year was released yesterday.  What the TransLink tracker confirms in a broad sense is the urgent action needed to be taken by TransLink and Government to address the poor service frequency and problems with the go card system.

Robert Dow, Spokesman for RAIL Back On Track said:

"The TransLink Tracker lacks explanations on how the data is actually determined, that is the methodology. For example how is bus on time performance really measured?  The reported data does not fit the community's  experience of bus performance.  It is nowhere near 95% on time as reported in the Tracker, even if with the generous limits of ontime performance for bus.  Rail is accurately accessed and has much tighter performance standards, and simply presenting the two as broadly comparable is misleading in the extreme in our opinion."

"The failure to put in place a proper rail frequency and the failure to fix timetable gaps is clearly resulting in declining satisfaction as reported in the Tracker. But with respect to these surveys what are the sample sizes?  What are the questions? Is the survey methodology robust?  Without the detail it makes the interpretation of the data in terms of validity difficult."

"Highlighting the government subsidy for fares is only part of the picture.  It fails to capture the broader savings that public transport makes in terms of reduced congestion, reduced environmental impacts and a reduction in health care costs.  Is this an attempt to further justify the recent and projected fare increases?"

"The definition of overloading of trains, passengers standing for more than 20 minutes means that some lines, although often overloaded at peak, will never be reported as overloaded.  The Ferny Grove line is an example of this.  Surely a more meaningful assessment of overloading can be put in place as go card usage increases? This 20 minute methodology leads us to suspect that the data presented is really not an accurate picture. In future a break up of a more detailed performance for each individual rail line and bus route would give a more realistic snapshot of performance.  Other states do this, why not Queensland?"

"Go card use fell in the quarter reported.  Patronage dropped slightly, and a lot of feedback we received indicated that some go card users reverted back to paper.  The rate of fixed fares increased however, this must be a worry as it reflects ongoing issues with the ticketing system.  With the punitive fare increases for paper relative to go card on the 4th January 2010, go card use will now increase again, but it will be interesting to see how the number of fixed fares goes in the third quarter."

"A more timely release of the TransLink tracker would help avoid data 'staleness' from the public perspective. We are now in 4th quarter of the financial year, surely the Tracker can be made available within a month of each closed quarter?"

References:

1.  http://download.translink.com.au/about/0910q2_tracker.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Opposition Statement:

Fiona Simpson MP
Shadow Minister for Main Roads and Transport
Member for Maroochydore

3 April 2010

Customers give thumbs down to rail services

Southeast Queensland rail passengers are becoming increasingly dissatisfied with the number of rail services and their inability to run on time, the LNP said today

Shadow Minister for Transport and Main Roads Fiona Simpson said recently released figures in the TransLink Tracker* showed a significant gap between reality and Bligh government spin at the Premier's Growth Summit.

"This document shows rail customers are increasingly unhappy with public transport rail services and the failure of QR to match services with published timetables is just one reason.

"However, the true picture on individual rail lines is hidden from the travelling public because the government won't release those figures," Ms Simpson said.

"For example, there's barely a week goes by when the Ferny Grove or Gold Coast lines aren't mentioned as having more delays, yet you don't see those figure in published government reports.

"Achieving improved performance through more reliable trains and buses requires honest reporting – the TransLink Tracker is about as reliable as go card scanners on a rainy day."

Ms Simpson said the Bligh Labor government would soon release its blue print for integrated regional transport across the network, Connecting SEQ 2031.

"Without a benchmarked transport action plan for the next five years with a strong customer focus  is like promising commuters cake while delivering bread crumbs," she said.

"I welcome visionary future planning but there are significant things which can be done now to utilise existing infrastructure to improve overcrowding on trains, guarantee more reliable services and to better connect buses to trains with higher frequency services.

"You don't have to wait till 2031 to achieve that."

*To read Translink Tracker. Quarter 2 – 2009/2010 go to http://download.translink.com.au/about/0910q2_tracker.pdf

[#Metro]

Adopt Perth reporting standards and format for the report. Adopt Melbourne automated recording of schedules for trains and independent auditing.

Again financial efficiency metrics not observed.

Line by line breakdown for trains. How many faults, how many storms etc... Perth places them into categories.
This data is needed for diagnostic purposes to find out faults in the system. If the report is only ever going to show that "its all fine fine fine from your wonderful government   " then its practical value will be diminished...

Did they ever find out what shut SCADA down 3 times?

[stephenk]

Crowded trains: This is a real put off for passengers who have to travel longer distances.
Their idea is not really correct as the originally suggested idea was 'If a passenger is required to stand for 20 minutes, then the service should be considered over crowded'.

I'd like to elaborate on this. As a shorter distance commuter on a line with annoying service gaps, why is is unacceptable for someone to stand on a train for more than 20mins, but it is acceptable to make passengers stand on a platform waiting to actually board a train for more than 20mins during the peak?

[somebody]

I'd like to elaborate on this. As a shorter distance commuter on a line with annoying service gaps, why is is unacceptable for someone to stand on a train for more than 20mins, but it is acceptable to make passengers stand on a platform waiting to actually board a train for more than 20mins during the peak?

That's a good point.  Platform seating is usually a bit of a token effort.  Of course, Citytrain's standard is 20 minute service in peak to every station.  Two problems: shouldn't that be 15 minutes, and they don't even adhere to the 20 minute standard.

[stephenk]

  Of course, Citytrain's standard is 20 minute service in peak to every station.  Two problems: shouldn't that be 15 minutes, and they don't even adhere to the 20 minute standard.

I agree 100%! There are peak gaps of more than 20mins on the inner Beenleigh, Cleveland, and Ferny Grove Lines. Not good enough QR!!!

[#Metro]

If it should be 15 minutes off peak, and at least every 10 minutes during peak.
I know that this is completely unreasonable and may result in the system breaking down and all the conflicts in the world/chaos on our system, but hey, we need higher levels of service and places like Perth seem to have no problem running trains every 5 minutes in the peak hour.

I'd like to elaborate on this. As a shorter distance commuter on a line with annoying service gaps, why is is unacceptable for someone to stand on a train for more than 20mins, but it is acceptable to make passengers stand on a platform waiting to actually board a train for more than 20mins during the peak?

This is a good observation. You wait 20 minutes on the platform and then you take 20 minutes (at least) standing all the way to central. Not comfortable and a big waste of time...

[stephenk]

If it should be 15 minutes off peak, and at least every 10 minutes during peak.
I know that this is completely unreasonable and may result in the system breaking down and all the conflicts in the world/chaos on our system, but hey, we need higher levels of service and places like Perth seem to have no problem running trains every 5 minutes in the peak hour.

Whilst capacity contraints make 10-15min peak frequencies difficult to obtain at times there are some "quick fixes" that can improve frequency. For starters, making expresses which still have considerable spare capacity less express. I think if QR aimed for more homogenous timetables, and stopped running some expresses just for the sake of having an express, there would be less of the current random timetabling which results in uneven service frequencies and uneven loadings.

It really annoys me when the 1st pm peak Ferny Grove express has empty seats, and yet I have to wait up to 20mins (or more if there are delays) for the following Mitchelton train which of course has no spare seats! Did you know that the current Ferny Grove timetable has the same am peak service (5tph/busiest hour) for stations Gaythorne to Windsor as with steam trains in the 1950s. Yep, no net service improvement for these stations in over 50 years!

Also something needs to be done urgently to sort out silly gaps such as the late afternoon 40min (ish) Shorncliffe gap, and the late pm peak 30min Caboolture Line gap.

Rant over (for a few minutes).

[#Metro]

Express on the Ferny Grove line makes no sense. Its like Express to Doomben.
All stations on the line are within the ~30 minute envelope to the city.

[somebody]

Express on the Ferny Grove line makes no sense. Its like Express to Doomben.

That's something of an overstatement there TT.

I still can't understand why they can't come up with a better timetable for every line really.  For Ferny Grove from Central, it's not really clear why there's a 3:58pm and a 4:04pm train.  And the 21min gap between 5:03pm and 5:24pm is followed by another train at 5:31pm.

Perhaps they don't realise that the duplication has gone as far as Keperra.

[longboi]

I would say that is firmly because of the culture within QR. There has never been any push to do complete timetable overhauls periodically which results chopping and changing the current arrangement. Its all well and good to say "INCREASRE FREQUENCIES NAOW!!!!" but every change in one timetable has flow-on effects on another and then in turn there are flow on effects from that.

TT, Perth can afford such great frequencies because their system is much smaller, newer and public transport takes the lion's share of Transport budget spending in WA.

[O_128]

If QR/translink are working on a new timetable why isnt it open for consultation from the start other than politicians getting to have a big song and dance about new timetables

[erin]

Great media release. Good quote there from Fiona Simpson in hers, too.

I contacted TransLink again questioning their methods of measuring on-time running. They told me to write to them via post, so I did. If they reply with anything of interest, indeed if they reply at all, I'll let the forum know.

Equally questionable in the Tracker is their customer satisfaction survey; the number of patrons satisfied with bus punctuality and frequency was 61 for buses and yet this number is not a percentage. They word it carefully:

Quarterly reports allow TransLink to measure and monitor customer satisfaction across the network over time. Consistent with measures used by leading companies, TransLink utilises a customer satisfaction score reflecting performance and customer priorities. Levels of 75 and above are classed as 'best practice'.

Correct me if I am wrong but I have never seen any advertisements for consumer participation in any form of survey. Has anyone else?

[ozbob]

Welcome Erin!  Yes, we are a bit concerned with the TL Tracker ....   

I haven't been approached to participate in a customer satisfaction survey,  be interested like you to hear if anyone else has.

[#Metro]

Everything is fine, fine, fine 

[somebody]

They told me to write to them via post

Fobbing off 101!

[#Metro]

Lovely.

The infamous "BUZ" off 

[Nightwriter]

I haven't been approached to participate in a customer satisfaction survey,  be interested like you to hear if anyone else has.

Around 12 months ago, I received a survey regarding QR services through pureprofile (a paid survey website).  Around the same time, there was also a link through either Translink or QR (I can't remember which one) to the same survey.

Since then, I've seen nothing....so it would be interesting to see how they got these survey results.

[Golliwog]

I remember seeing a link once, and I would agree with Nightwriter that it was on the TL website, but that was over a year ago now and I have never seen one since. But I do remember the questions, and if they were what was used to get this data, then they were kind of miss leading. They had a scale (I can't remember if it was 1 to 100 or anything) and you were given the broad topics of cleanliness and ontime services, frequency, etc, and asked to rank them on the scale. But the way it was given was as if they were being compared to one another, where as the way the data has been analyised is each one individualy. I don't know if that was the questionaire they got the data from, but if it was then it was a horrible way to actually get meaningful data.

[#Metro]

Something of random interest:

Have a look at this for bus, train and light rail, temperature, cleanliness and AVVM & ticketing reliability:
http://www.mtr.com.hk/chi/publications/images/performance_09q4.pdf