TransLink PT Performance Dashboard - from Q1 2019-20

[ozbob]

Due for publication shortly ...

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[ozbob]

>>>  https://translink.com.au/about-translink/reports-and-publications/performance

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[ozbob]

https://twitter.com/railbotforum/status/1201637390864932864

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[Golliwog]

Interesting seeing the glossary which explains a bit on how they measure their metrics.

Anyone know how they work out which bus services to include in their sample to measure on-time running?

On-time running is measured at selected key locations within specific time periods. The current on-time running calculation is based on an average monthly sample of all urban services across the SEQ bus network. Results reflect a consolidation of the average performance from Early Departures, Late Arrivals and Missed Connections (as applicable) for a number of routes.

I can understand only recording for key locations and time periods, but why wouldn't you do all? Is the process still manual?

I would have thought with the GPS tracking now being in all services it would be relatively automated.

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[ozbob]

TransLink are able to determine the OTR for individual bus routes. So I expect the sampling is using samples of the GPS tracking data, to make it manageable.

What strikes me though about bus OTR is that there appears to be an inverse correlation almost with the reported service disruptions and OTR.  The regions with the best OTR have by far the most reported service disruptions. 

What I would like to see is a bus OTR dashboard, in real time.  You could be able to click on a particular route and then be presented with the OTR for today, the past week, month etc.

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[Golliwog]

TransLink are able to determine the OTR for individual bus routes. So I expect the sampling is using samples of the GPS tracking data, to make it manageable.

What strikes me though about bus OTR is that there appears to be an inverse correlation almost with the reported service disruptions and OTR.  The regions with the best OTR have by far the most reported service disruptions. 

What I would like to see is a bus OTR dashboard, in real time.  You could be able to click on a particular route and then be presented with the OTR for today, the past week, month etc.

Yeah - with all the tracking they have data on all OTR. So why not improve the automation and do it for everything? The manageable thing only makes sense if it's still being done manually, which it really shouldn't be.

Curious to know if the lack of reported late running is just the operator being slack and not informing Translink.

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[ozbob]

https://www.data.qld.gov.au/dataset/translink-monthly-performance-data/resource/c1984b8b-3822-41b0-bf90-b18b4a930072

The open data files can be looked at online, embedded or downloaded as csv files. 

Customer experience – overall

URL: https://translink.com.au/sites/default/files/assets/resources/about-translink/reporting-and-publications/open-data/customer-experience-overall.csv?l

Monthly report of customer experience of TransLink public transport services.

Metrics include: Punctuality, Journey time, Frequency of services, Comfort of the ride, Availability of seating, Availability of information, Helpfulness of staff members, Feeling safe onboard, Accessibility and Cost of the trip.

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[ozbob]

Customer experience – SEQ bus

URL: https://translink.com.au/sites/default/files/assets/resources/about-translink/reporting-and-publications/open-data/customer-experience-seq-bus.csv?g

Monthly report of customer experience of TransLink SEQ bus services.

Metrics include: Punctuality, Journey time, Frequency of services, Comfort of the ride, Availability of seating, Availability of information, Helpfulness of staff members, Feeling safe onboard, Accessibility and Cost of the trip.

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[ozbob]

Customer experience - train

URL: https://translink.com.au/sites/default/files/assets/resources/about-translink/reporting-and-publications/open-data/customer-experience-train.csv?k

Monthly report of customer experience of TransLink train services.

Metrics include: Punctuality, Journey time, Frequency of services, Comfort of the ride, Availability of seating, Availability of information, Helpfulness of staff members, Feeling safe onboard, Accessibility and Cost of the trip.

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[ozbob]

Customer experience – ferry

URL: https://translink.com.au/sites/default/files/assets/resources/about-translink/reporting-and-publications/open-data/customer-experience-ferry.csv?c

Monthly report of customer experience of TransLink ferry services.

Metrics include: Punctuality, Journey time, Frequency of services, Comfort of the ride, Availability of seating, Availability of information, Helpfulness of staff members, Feeling safe onboard, Accessibility and Cost of the trip.

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[ozbob]

Customer experience - tram

URL: https://translink.com.au/sites/default/files/assets/resources/about-translink/reporting-and-publications/open-data/customer-experience-tram.csv?d

Monthly report of customer experience of TransLink tram services.

Metrics include: Punctuality, Journey time, Frequency of services, Comfort of the ride, Availability of seating, Availability of information, Helpfulness of staff members, Feeling safe onboard, Accessibility and Cost of the trip.

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[ozbob]

Something amiss with the Ferry and Tram embeds.  I will let them know, csv files are fine.

Looking at the cost of trips.

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[ozbob]

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[ozbob]

https://translink.com.au/about-translink/reports-and-publications

Customer Experience Survey

TransLink has launched a new survey to measure the opinions and experience of public transport customers.

The previous survey methodology was in place for more than 10 years and had served the department well in providing a robust, detailed customer satisfaction tracking mechanism. However, new technologies and data presented an opportunity to improve the survey experience for customers. In particular, the old survey was very long for customers to complete and could not be completed on a mobile device.

The new approach responds to feedback from customers that they would like a quicker and easier way to complete the survey. Specifically, customers can now choose to take several shorter surveys, which are much easier and quicker to complete. Customers also now have the option to take the survey on a mobile device.

As part of the simplifying the surveys, the customer experience is now measured using a 1 to 5 scale, where 1 is very dissatisfied and 5 is very satisfied. This approach is more modern than the old 0 to 100 scale, is more intuitive for customers, takes less time to answer the questions, and is compatible with mobile devices. Importantly, it also allows for more customers to provide their feedback, as the format is compatible with accessibility features such as text-to-speech.

A pilot study commenced on 21 January 2019 in South East Queensland to trial the new methodology. The response from customers has been positive, with specific feedback about the shorter time to complete, and the option of taking the survey on their mobile devices.

The new survey also allows for a far greater number of customers to provide their feedback to TransLink. More than 30,000 customers were able to participate during the six-month pilot period, compared to only 16,500 each year under the old research methodology.

The customer understanding gained from this research will be used to drive targeted public transport improvements, and to help ensure the public transport experience is meeting customer needs. The survey is undertaken by an independent market research company, and results of each survey are published on the TransLink PT Performance Dashboard and the Queensland Government Open Data portal.

" ... The customer understanding gained from this research will be used to drive targeted public transport improvements ... "

It is clear where improvements need to be targeted ...

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[ozbob]

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[ozbob]

Sent to all outlets:

16th December 2019

Targeted public transport improvements --- here are the targets!

Good Morning,

From July 2019 TransLink moved to the new Customer Experience Survey ( https://translink.com.au/about-translink/reports-and-publications ), integrating the monthly performance snapshots and replacing the former quarterly TransLink Tracker with the new TransLink PT Performance Dashboard.  A move which we welcome, as more robust survey data is obtained and published, and hopefully in a more timely manner than before.

TransLink has stated that one of the reasons for moving to the new research survey methodology is " ... The customer understanding gained from this research will be used to drive targeted public transport improvements, and to help ensure the public transport experience is meeting customer needs .." a laudable aim.

Analysis of the customer experience survey data for July 2019 to October 2019 has already indicated clearly where targeted public transport improvements should be directed.  Using the ' Customer experience ' survey data provided at https://www.data.qld.gov.au/dataset/translink-monthly-performance-data/resource/c1984b8b-3822-41b0-bf90-b18b4a930072 the worst performing categories can be identified, viz., Cost of trip, Frequency of services, and Ease of transferring.

1.



Passengers rate fare affordability as particularly poor for rail and bus.  One way of addressing this would be to offer additional periodical ticketing options on the new smart ticketing system.  In our recent 2019 Public transport passenger survey we asked a supplementary question re ticketing:

" TransLink is going to introduce a new fare system Queensland wide.
Would you like see see additional optional ticketing products such as
periodical ticketing (e.g.) weekly, monthly, yearly options made available? "

79.8% of the respondents answered yes to this question.  Clearly there is strong support for these additional optional ticketing products.

2.



Bus and rail service frequency needs improvement.  Without adequate frequency a public transport network is difficult to use, and makes connections/transfers more difficult.  Frequency of bus is good in Brisbane with busway and BUZ routes, but most other routes in Brisbane and the other SEQ bus regions are very poor.  Rail frequency, counter-peak and off-peak needs significant improvement.

3.



Connections, and transferring make a public transport work overall.  Rail/bus, rail/rail, bus/bus transfers often are difficult due to poor transferring facilities and a mismatch in timetables.  TransLink need to focus on improving timetables such that more reliable running for bus particularly is made and connections are better facilitated over the entire network.

From January 2020 we would like to see TransLink to start to address these identified issues with priority.  Government needs to properly support TransLink in terms of funding for service improvements and resources.

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track https://backontrack.org

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[ozbob]

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[ozbob]

https://twitter.com/railbotforum/status/1206338152345952256

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[ozbob]

Sent to all outlets:

15th January 2020

TransLink Monthly Performance Snapshot - update for November 2019

Good Morning,

The TransLink Customer Experience survey data (Snapshot)  is now available for November 2019 ( https://www.publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots/resource/e56fccb9-c75a-4e29-a6fb-946040ceecfc ).

Keeping the focus on the three core areas where improvement is particularly needed,  frequency, transfers and cost of travel.  Here are the updated graph for those measures.

Total score (average) for all measures for Ferry is 4.58, Tram (light rail) 4.44, Bus 4.18, Train 4.12.  So clearly improvements are needed.









It is clear where efforts need to be made. Service frequency improvements particularly for bus and rail.  Improved transfers (connections) for bus, rail and ferry.  Steps taken to provide better ticketing options with the new smart ticketing system, to make travel more affordable for all.

Best wishes,
Robert

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track https://backontrack.org

Sent to all outlets:

16th December 2019

Targeted public transport improvements --- here are the targets!

Good Morning,

From July 2019 TransLink moved to the new Customer Experience Survey ( https://translink.com.au/about-translink/reports-and-publications ), integrating the monthly performance snapshots and replacing the former quarterly TransLink Tracker with the new TransLink PT Performance Dashboard.  A move which we welcome, as more robust survey data is obtained and published, and hopefully in a more timely manner than before.

TransLink has stated that one of the reasons for moving to the new research survey methodology is " ... The customer understanding gained from this research will be used to drive targeted public transport improvements, and to help ensure the public transport experience is meeting customer needs .." a laudable aim.

Analysis of the customer experience survey data for July 2019 to October 2019 has already indicated clearly where targeted public transport improvements should be directed.  Using the ' Customer experience ' survey data provided at https://www.data.qld.gov.au/dataset/translink-monthly-performance-data/resource/c1984b8b-3822-41b0-bf90-b18b4a930072 the worst performing categories can be identified, viz., Cost of trip, Frequency of services, and Ease of transferring.

1.



Passengers rate fare affordability as particularly poor for rail and bus.  One way of addressing this would be to offer additional periodical ticketing options on the new smart ticketing system.  In our recent 2019 Public transport passenger survey we asked a supplementary question re ticketing:

" TransLink is going to introduce a new fare system Queensland wide.
Would you like see see additional optional ticketing products such as
periodical ticketing (e.g.) weekly, monthly, yearly options made available? "

79.8% of the respondents answered yes to this question.  Clearly there is strong support for these additional optional ticketing products.

2.



Bus and rail service frequency needs improvement.  Without adequate frequency a public transport network is difficult to use, and makes connections/transfers more difficult.  Frequency of bus is good in Brisbane with busway and BUZ routes, but most other routes in Brisbane and the other SEQ bus regions are very poor.  Rail frequency, counter-peak and off-peak needs significant improvement.

3.



Connections, and transferring make a public transport work overall.  Rail/bus, rail/rail, bus/bus transfers often are difficult due to poor transferring facilities and a mismatch in timetables.  TransLink need to focus on improving timetables such that more reliable running for bus particularly is made and connections are better facilitated over the entire network.

From January 2020 we would like to see TransLink to start to address these identified issues with priority.  Government needs to properly support TransLink in terms of funding for service improvements and resources.

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track https://backontrack.org

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[ozbob]

https://twitter.com/railbotforum/status/1217161892596076544

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[ozbob]

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[ozbob]

The performance data for the Q2 (2019–20) period has now been released on the TransLink PT Performance Dashboard.

https://translink.com.au/about-translink/reports-and-publications/performance

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[ozbob]

The performance data for the Q3 (2019–20) period has now been released on the TransLink PT Performance Dashboard.

https://translink.com.au/about-translink/reports-and-publications/performance

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[ozbob]

The performance data for the Q4 (2019–20) period has now been released on the TransLink PT Performance Dashboard.

https://translink.com.au/about-translink/reports-and-publications/performance

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[ozbob]

The performance data for the Q1 (2020–21) period has now been released on the TransLink PT Performance Dashboard.

https://translink.com.au/about-translink/reports-and-publications/performance

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