June cancellations remain low, punctuality improving
Performance results for June 2010 have been released, with 98.7 per cent of services delivered, exceeding the 98 per cent target for the seventh consecutive month. June punctuality improved on May's result, but fell short of the 88 per cent target with 82.9 per cent of trains running on-time.
CEO Andrew Lezala said unprecedented levels of improvement works across the network impact punctuality.
"The large amounts of improvement works are affecting punctuality, but they're necessary to bring long-term improvements to the network," Mr Lezala said.
"It will gradually translate into improved on-time performance, but there is often a lag as performance catches up to the level of maintenance activity."
Mr Lezala said Metro had analysed the issues that were affecting performance over the past seven months and was working to a plan that targets long-term network improvement involving more timetable changes, initiatives to improve the efficiency of boarding and exiting trains, more effective customer information to improve the overall travelling experience, as well as infrastructure maintenance and renewals.
"We're disappointed the government has withheld payments, but after analysing the network's performance over the past seven months we know where our attention needs to be to meet our customers' expectations," Mr Lezala said.
On top of the increased maintenance and renewals, Metro is:
- reducing fault response times by sending signal technicians to known trouble spots;
- implementing a program worth more than $12 million to fit sanders to trains as a permanent solution to the to the issue of train overshoots; and
- strengthening operations teams to enable the faster rollout of fundamental timetable change.
"We'll be spending the next 12 months focusing on getting this right, and we're confident our customers will soon see a consistent pattern of improvement in our performance," Mr Lezala said.
"It is also important to note that the delivery of our services has remained high and we're pleased to report we've consistently delivered more than 98 per cent of services since we took control of the network.
"But we are also acutely aware that we need to get our customers to where they need to go, on time, comfortably and safely and that is our focus."
Mr Lezala said Metro was investing in the network and would spend around $200 million each year over the next eight years on infrastructure maintenance.
"We've already been spending around $2 million each working day improving the condition of the railway, and we're specifically focusing on the problem areas of overhead lines, signalling, power supply and track failures," Mr Lezala said.
"Since taking control of the network, we have replaced 46,000 wooden sleepers with concrete ones, installed close to 600 new track circuits, performed rail grinding on more than 120km of track, replaced 14km of overhead wires, and laid 10km of new rail across the network."
Mr Lezala also noted many other initiatives such as the new June timetable, the new X'Trapolis trains coming into service, and adding contract first aid staff to key stations, was starting to have a positive effect on performance.
"Due to the success of first aid staff at busy stations in the mornings, we've now added one at Flagstaff, meaning we now have Level 3 first aid staff at six of our busiest stations during weekdays, to help ill passengers quickly, and reduce delays that can sometimes be caused to our trains," Mr Lezala said.
"All of these incremental improvements will soon start to add up."
Up-to-date performance figures are now published daily on our performance page with the last four weeks' rolling average as well as the June results available.
This initiative aims to show greater transparency of how we are performing, reporting up-to-date service delivery and punctuality results.
This month we will pay customer compensation for falling below the punctuality target in June. Customers with a monthly, six-monthly or yearly Metcard may apply to receive two free daily Metcards.
Also customers with an eligible myki pass may apply for compensation in the form of myki money to the equivalent of two daily tickets.
Eligible customers can apply for compensation by filling out a claim form available at premium stations or download an application here.