Metro's Performance

 
  nukegrove Junior Train Controller


Metro announced that it delivered 98.9% of 56,234 scheduled services in its first month of operation, a result it says is reasonable, but can be improved on.

However the new operator said they have some way to go to get on-time performance to acceptable levels, with 87.2% of trains in on-time to 4 minutes and 59 seconds late, (compensation threshold = 88% on-time).

“Although we exceeded our delivery targets, we’ve fallen short of our punctuality target and that’s not good enough. We apologise and compensation will be paid to customers for the late running in December. We’re not here to make excuses, we just want to focus on fixing the problems,” said CEO Andrew Lezala.

“The first month was always going to be a big challenge - we started major infrastructure works to address legacy problems, but the benefits won’t be seen overnight,” he said.

The Government has applied a tougher measurement system under the new train contract for both delivery (number of trains ‘not cancelled’) and punctuality (number of trains on-time).

For example, a train that bypasses the City Loop or doesn’t reach its final destination now contributes to the cancellation rate, whereas under the previous contract it was counted as a full service.

“Rather than thinking that these new standards will be harder to reach, we’re seeing this as raising the bar,” said Mr Lezala

The definition of an ‘on-time’ train is also different, reducing from 5 minutes and 59 seconds (previous threshold) to 4 minutes and 59 seconds.

Metro revealed that its worst punctuality occurred only three days into its contract (2nd December), when only 73 per cent of trains ran on time, largely due to a signal fault that delayed services on the Upfield, Broadmeadows, Sydenham, Werribee and Williamstown lines.

Metro insisted that these types of infrastructure failures were not acceptable.

“We have to have a dogged philosophy to finding the root cause of these faults, so we can fix them once and for all, but this will take time,” said Mr Lezala.

“In the meantime we will work on minimising delays and improving customer information when there are disruptions, to alleviate frustration when things go wrong,” he said.

Metro’s Service Commitment Code specifies that not more than two per cent of trains can be cancelled and/or not more than 12 per cent of trains can run late (to 4 minutes 59 seconds) in a month before compensation is triggered.

Metro customers with a monthly, six-monthly or yearly Metcard are eligible to receive a free daily Metcard. Eligible customers can apply for compensation by filling out a claim form available at staffed stations or through the Metro website (metrotrains.com.au).
"Metro Trains Melbourne"

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  YM-Mundrabilla Minister for Railways

Location: Mundrabilla but I'd rather be in Narvik
What a pleasant change.

Recognition of the problems and the results, straightforward and to the point without politics or spin.

It also recognises the 5 minute (4 minutes 59 seconds) limit as such rather than the previous arrangement of claiming late running as five minutes when, in truth the figure was 6 minutes.

The treatment of all trains which do not fulfil their task as cancelled is also a more honest approach.
  Michaelje Chief Commissioner

What a pleasant change.

Recognition of the problems and the results, straightforward and to the point without politics or spin of any sort.

It also recognises the 5 minute (4 minutes 59 seconds) limit as such rather than the previous arrangement of claiming late running as five minutes when, in truth the figure was 6 minutes.

The treatment of all trains which do not fulfil their task as cancelled is also a more honest approach.
"YM-Mundrabilla"


You seem to think that its Metro's choice about metrics - its not. The metrics are defined by the Govt.

Secondly, there is plenty of spin in the post, reverse-spin if you like. Sentences like "and its not good enough" - how long can they keep reverse-spinning that? 90%, and its "not good enough", 92% and its "not good enough", 99.5% and its "not good enough"

If you keep reverse-spinning then customers WILL believe eventually that they SHOULD have 99.99% of all services run and 98.9% of all services run on time.
  perwaynut Deputy Commissioner

Location: In the Land of the Mighty Hawks, and our favourite footy President Jeff
If you keep reverse-spinning then customers WILL believe eventually that they SHOULD have 99.99% of all services run and 98.9% of all services run on time.
"Michaelje"


In HK, that is what customers do expect, and they get it. A guy from MTRC told me that their aim was to delay a passenger by more than five minutes only onece in every 18 months, and when a train is delayed by 15 minutes or more, the Minister for Transport must be notified ASAP.

A bit more stringent than Melbourne, but why not try to deliver excellent service?
  Hayley Station Master

Location: Doncaster East
I like that they recognise there is room for improvement, it's a nice change from Connex never recognising anything wrong.
  fullofrubbish Assistant Commissioner

Location: Brunswick
[quote="perwaynut"][quote="Michaelje"]...and when a train is delayed by 15 minutes or more, the Minister for Transport must be notified ASAP.[/quote]

Imagine how often Kosky's phone would be going off!
  qf380 Locomotive Fireman

I thought it was odd tonight on channel 7, instead of kosky showing her face to talk about this issue, Peter Batchelor showed his face.....
  perwaynut Deputy Commissioner

Location: In the Land of the Mighty Hawks, and our favourite footy President Jeff
How can you try to have an 'excellent service' when most of the people who are using it have no respect for it?
"miss_x"


One step is not to allow yourself an excuse why something happened, but rather to do whatever you need to do to fix it, including over time changing peoples behaviour towards public transport.
  Michaelje Chief Commissioner

How can you try to have an 'excellent service' when most of the people who are using it have no respect for it?
"miss_x"


One step is not to allow yourself an excuse why something happened, but rather to do whatever you need to do to fix it, including over time changing peoples behaviour towards public transport.
"perwaynut"


Sorry, but in my role, we hold our providers accountable for what they are responsible for. We do not hold them responsible for what they are not accountable for.

Connex and Metro are not meant to perform community service by educating the hearts and minds of Melburnians. If they believe its economically viable to do so, they will.

Perhaps the metrics should be changed around those events within their control, if you'd rather see "better" results.
  YM-Mundrabilla Minister for Railways

Location: Mundrabilla but I'd rather be in Narvik
A bit more stringent than Melbourne, but why not try to deliver excellent service?
"perwaynut"

I dont believe Connex tried not to deliever, nor do i believe Metro is trying not to.

Have a look at some of the deadbeats that catch and vandalise the trains. That moron who just smashed the window with a rock just took that train out of service for the rest of the night and probably most of tomorrow.

How can you try to have an 'excellent service' when most of the people who are using it have no respect for it?
"miss_x"


This sums it all up. So many of our problems with vandalism, graffiti etc etc are the result of the culture of government and its instrumentalities where vandalism, drunkenness, graffiti, assaults etc are tolerated by our legal system.

About the only people who are gone for all money are those who inadvertently stray by a couple of km/h over an artificially low speed limit placed on some road or other. They are guilty no matter what.

Spray a train, smash windows, assault passengers - no problem it wasn't your fault that your great aunt's cat was run over by a train in 1927 and that you born in 1995 were traumatised as a result.............
  perwaynut Deputy Commissioner

Location: In the Land of the Mighty Hawks, and our favourite footy President Jeff
Sorry, but in my role, we hold our providers accountable for what they are responsible for. We do not hold them responsible for what they are not accountable for.

Connex and Metro are not meant to perform community service by educating the hearts and minds of Melburnians. If they believe its economically viable to do so, they will.

Perhaps the metrics should be changed around those events within their control, if you'd rather see "better" results.
"Michaelje"


When running a business, in my view, you can make money by focusing on just making money, or you can make money by focusing on having an excellent product or service. I would suggest Connex may fall into the former, and MTM may fall into the later. As such I suspect MTM will try to run an excellent service and go to great lengths to get there. Their future contract extensions depend on it.

I had no intent to imply that I wanted better service, or bemoaning the current state of affairs, but rather trying to highlight that even though many people offer valid excuses for why things didn't happen, it is possible to continuously improve when you don't allow yourself any excuses.

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