April best delivery result yet, punctuality improving

Metro’s April performance results have been released, with Metro exceeding its service delivery target for the fifth month in a row, delivering its best result since taking over the network – and the best result on the metropolitan network in almost a year – running 99.4 per cent of 53,791 scheduled services.

On-time performance recorded an improvement on February and March figures with 84.5 per cent of trains running on time, but fell 3.5 per cent short of the 88 per cent target.

Metro CEO Andrew Lezala said the improved performance demonstrate the effect of some key initiatives Metro has put in place.

“We’re starting to see the effect of the changes we’ve been making since we took over,” said Mr Lezala.

“The four key factors that have contributed to this better result are improvements in platform management, the removal of obsolete speed restrictions, better incident response times, and greater staff focus thanks to our new incentive program.

“We’ve added 94 platform assistants since taking control of the network, which is helping with passenger flow at 17 of our most busy stations during the peak when they’re needed most. And on top of that, we now have Authorised Officers at eight stations during the busy school times, directing and assisting school children boarding trains to help all passengers get on and off trains during those busy school times.

“Something else that’s helped our performance is the removal of temporary speed restrictions. So far this year we’ve removed 11 obsolete speed restrictions across the network, including three during April. Most of these speed restrictions were put in place during track or infrastructure upgrade works, but for various reasons, were not lifted when the works were completed. We’ll keep looking at areas of the network, especially places where upgrades have been completed, to see if there are any more redundant speed restrictions that can be lifted to help our trains run to their normal timetable.

“Our pre-emptive deployment of maintenance crews also helped reduce delays during April. Our strategy of sending technicians pre-emptively to known trouble-spots has halved the response and recovery times when equipment faults occur.”

Mr Lezala said Metro’s improved performance can also be attributed to a new staff incentive program launched last month, which focuses on improving punctuality during morning and evening peak hours.

“We know if we can get the peaks right, we’ll go a long way to improving the total network’s performance, and this incentive program is helping us do that.

“We’ve managed an extremely low cancellation rate during peak times throughout April, with 99.34 per cent of trains running during peak times, and we improved our peak punctuality with almost 15 per cent less late running trains in peak times compared to the same time last year.”

Approximately $42 million – nearly $2 million per working day – was spent on key maintenance, renewals and project works in April, including track, train stabling and electrical sub-station works.

Mr Lezala said these essential upgrade and maintenance works meant Metro ran planned bus replacement services on at least one line on 20 out of the 30 days in April.

“These important works obviously affect our punctuality, but they’re essential in improving the condition of the railway. I’m confident we are making the necessary improvements to the network, which is gradually translating into improved on time performance.”

Metro will pay customer compensation for falling below the punctuality target in April. Customers with a monthly, six-monthly or yearly Metcard, may apply to receive one free daily Metcard.

Metro customers with an eligible myki pass may apply for compensation in the form of myki money to the equivalent of one daily ticket.

Eligible customers can apply for compensation by filling out a claim form available at premium stations or download an application form here.


About Metro’s performance targets

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 in a month before compensation is triggered.

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.

The definition of an on-time train is also different, reducing from the previous threshold of five minutes and 59 seconds to the current, shorter threshold of four minutes and 59 seconds.