On Time Performance
Transwa has a number of non-financial performance indicators that are a measurement of how services operate, what customers perceive the service level to be and whether the rail and coach services run within set time parameters.
According to an independent survey which measured customer satisfaction, service reliability is regarded as one of the most significant characteristics of a quality service. Service reliability is essentially a combination of two main factors, punctuality and consistency.
Service punctuality is one of the most significant characteristics of a quality service. Transwa monitors service punctuality and reviews the reasons for delays as part of the overall aim to achieve customer satisfaction and improve service reliability and performance.
Punctuality is measured as a percentage of services that arrive at their destination within a defined period of the scheduled arrival time. Where a service arrives within these parameters it is considered an “on-time arrival”. Transwa has aligned these parameters to Australian and International benchmarks and these standards are as follows:
|
Train services
|
|
· Prospector
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15 minutes
|
|
· Australind
|
10 minutes
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|
· AvonLink
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10 minutes
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|
· MerredinLink
|
10 minutes
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|
Coach services
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10 minutes
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A number of factors can affect Transwa’s ability to meet their on-time running standards including:
· Track closures due to maintenance or train failures;
· Signal faults;
· Track speed restrictions;
· Severe weather conditions; and
· Crossing of trains with other track users.
Where these factors have had a significant impact on the on-time performance of Transwa services these factors are identified in the Public Transport Authority’s Annual Report and can be obtained from the PTA website at www.pta.wa.gov.au.
On-time performance statistics for 2009/2010 are provided as follows:
|
|
Quarter 1
(Jul 09-Sept 09)
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Quarter 2
(Oct 09-Dec 09)
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Quarter 3
(Jan 10-Mar 10)
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Quarter 4
(Apr 10-Jun 10)
|
|
Prospector
|
75.97% |
|
|
|
|
Australind
|
96.47% |
|
|
|
|
AvonLink
|
98.46%
|
|
|
|
|
MerredinLink
|
89.74% |
|
|
|
|
Coaches
|
96.80% |
|
|
|
The on-time performance statistics for the previous five years are provided as follows:
| |
2004/2005
|
2005/2006
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2006/2007
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2007/2008
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2008/2009
|
|
Prospector
|
44%
|
73%
|
77%
|
42%
|
77%
|
|
Australind
|
65%
|
88%
|
92%
|
83%
|
82%
|
|
AvonLink
|
99%
|
99%
|
99%
|
99%
|
99%
|
|
MerredinLink
|
52%
|
89%
|
89%
|
84%
|
83%
|
|
Coaches
|
95%
|
95%
|
96%
|
95%
|
95%
|