Metro meets service delivery target, misses punctuality.
Metro’s performance results for November 2010 have been released, exceeding the service delivery target but missing the punctuality target.
Metro exceeded the 98 per cent service delivery target for the twelfth consecutive month, running 98.9 per cent of services during November, but a punctuality result of 87.2 per cent means the operator falls 0.8 per cent short of the 88 per cent target.
Metro CEO Andrew Lezala said recent performance has shown promising signs, however there’s still a great deal of improvement to come.
“Although this is the fourth best month we’ve had over the past year, our customers want, and deserve, better, so we’re continuing to improve the network as fast as we can,” Mr Lezala said.
“We’re continuing to invest in upgrading Melbourne’s train system, and the new trains continue to roll on to the tracks.
“We’re spending an average of $2 million a day on maintenance and upgrades to improve the system and we’re focusing this work on where it’s needed the most to give our customers a more reliable service.”
The average of Metro’s punctuality during the past four months is equal to the 88 per cent target.
Metro will pay compensation for falling below the punctuality target in November. Customers with a monthly, six-monthly or yearly Metcard may apply to receive one free daily Metcard.
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 from metrotrains.com.au
About Metro’s performance targets
Metro’s performance thresholds are to run at least 98 per cent of trains each month and for more than 88 per cent of these services to be punctual.
The government has applied a tougher measurement system under Metro’s contract for both delivery (number of services ran) and punctuality (number of services ran 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.
A 28-day rolling average of Metro’s service delivery and punctuality figures can now be viewed online at metrotrains.com.au