Upload
others
View
1
Download
0
Embed Size (px)
Citation preview
TransLink TrackerJanuary–March 2016 Q3
For more information
Web translink.com.au
Phone 07 3338 4000
Fax 07 3338 4001
Mail TransLink Tracker
TransLink Division
GPO Box 50
Brisbane Qld 4001
About TransLink
As a division of the Department of Transport and Main Roads, we are
responsible for leading and shaping Queensland’s overall passenger transport
system. We facilitate passenger transport services for Queenslanders and aim
to provide a single integrated transport network accessible to everyone. We
partner with a range of service providers and government and non-government
agencies throughout Queensland to deliver high-quality public transport services,
ticketing, information and infrastructure.
TransLink services operate in the Greater Brisbane (including Ipswich),
Sunshine and Gold Coast regions, as well as Cairns. Within South East
Queensland, TransLink operates across 23 zones and seven regions. The network
stretches from Gympie in the north to Coolangatta in the south and west to Helidon.
In the north, TransLink manages the Cairns bus network which stretches from
Palm Cove in the far north, south to Gordonvale and west to Redlynch, as well
as incorporating Cairns City and the surrounding suburbs.
TransLink has state-wide responsibility for:
• mass transit including bus, train, ferry and tram across South East Queensland
• buses in Cairns
• regional services
• active transport (cycling, walking)
• taxi regulation
• long distance rail, coaches and regional air.
For timetable and public transport information, visit translink.com.au
or call 13 12 30 anytime.
1Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Contents
2 Foreword
4 Patronage
4 Total network-wide patronage—quarterly
4 Bus patronage—quarterly
4 Bus patronage by SEQ region
5 Train patronage—quarterly
5 Ferry patronage—quarterly
5 Tram patronage—quarterly
5 Fare and subsidy per trip
6 Services on-time running and services delivered
6 Bus on-time running—Overall
6 Bus on-time running— by SEQ region
6 Train on-time running and services delivered
6 Tram punctuality and reliability
7 Customer interactions
7 Total customer interactions
7 Journey planner customer interactions
7 Customer complaints
8 go card
8 go card use network-wide
8 go card use by mode
9 go card fixed fares
9 go card adjustments
9 go card customer complaints
10 Customer satisfaction
10 Overall satisfaction
10 Safety and security
10 Reliability and frequency
11 Comfort of ride
11 Ease of use
11 Proximity
12 Efficiency
12 Information
12 Helpfulness of staff
13 Affordability
13 Accessibility
13 go card
14 Passenger safety and security
14 Fines and warnings
14 Passenger injuries
2 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Welcome to TransLink Tracker for the third quarter of the 2015/16 financial year.This latest edition represents our ongoing commitment to transparency and
accountability by providing key public transport data.
More than ever commuters are realising the savings and convenience of using
go cards with the latest data showing a higher number of public transport journeys
in South East Queensland now taken by customers using go cards.
This quarter’s increase in go card use – now up to 86.4 per cent of all journeys –
is no surprise with go card customer satisfaction continuing to be at a high level.
The combination of high customer satisfaction and increased go card use has sped
us toward the billionth go card journey milestone on the South East Queensland
network.
It is now difficult for the majority of customers to imagine life, pre-2007, when we
did not have this simple, convenient and fast method of paying for our public
transport journeys.
This high level of go card use is testament to our mature and consistent
ticketing system.
In Quarter 3 2015-16 patronage fell by 1.3 percent, however with more days off
due to public holidays than usual falling over this quarter, patronage cannot be
compared equally to the same quarter the previous year. In 2014-15 Easter was
in Quarter 4 rather than Quarter 3 which accounts for this moderate decline in
patronage. With less public holidays falling in Quarter 4 in 2015-16 we expect
a comparative patronage increase.
STIRLING HINCHLIFFE MP
Minister for Transport and the Commonwealth Games
Foreword
3Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
4 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Mill
ion
tri
ps
Total network-wide patronage—quarterly
27.38 million trips
12.21 million trips
1.71 million trips
1.93
million trips
Patronage
Patronage for Q3 increased across two
of the four modes.
Overall, there were 43.23 million
trips taken across TransLink’s South
East Queensland network during the
third quarter of 2015–16. This was a
decrease of 1.3 per cent – or about
580,000 trips – compared with the same
period the previous year. This follows
a 4.2 per cent increase in the previous
quarter.
Bus trips fell by about 792,000 to 27.38
million trips this quarter compared with
the same quarter the previous year.
29.8627.24
27.38
0.00
5.00
10.00
15.00
20.00
25.00
30.00
35.00
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
Mill
ion
tri
ps
Bus patronage—quarterly
Bus patronage by SEQ region
SEQ Region 2014-15 Q2 2014-15 Q3 2015-16 Q2 2015-16 Q3
Brisbane 17,398,842 18,920,265 18,167,850 18,290,824
Sunshine Coast 1,305,905 1,336,287 1,334,745 1,294,742
North 1,427,666 1,485,705 1,397,966 1,374,415
East 699,814 750,518 709,697 723,832
South 1,537,997 1,650,737 1,580,609 1,568,864
West 553,097 533,637 542,960 539,844
Gold Coast 3,506,308 3,494,139 3,508,237 3,585,945
Total 26,429,629 28,171,288 27,242,064 27,378,466
201
4–20
15
201
5–20
16 2
014–
2015
2
015–
2016
47.0943.09 43.23
0.00
10.00
20.00
30.00
40.00
50.00
60.00
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
5Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
In Q3 the average fare per trip paid by
customers was $2.11 and the average
Queensland Government subsidy per
trip was $7.03.
The Q3 subsidy is based on network
funding from the Queensland
Government of $395.4 million
less fare revenue of $91.4 million.
Revenues collected through fares
made up 23.1 per cent of total funding
during Q3.
The number of train trips decreased
by nearly 276 000 to 12.21 million in
this reporting period compared with the
same period last year.
Ferry trips increased by more than
200,000 or 13.4 per cent over the same
comparative period.
Tram patronage was 1.93 million this
quarter compared with 1.65 million for
the same period the previous year; an
increase of 17.2 per cent.
Footnote
1 Ferry patronage data for Q1-Q3 of 2014-15 reflects reduced patronage due to the closure of various Brisbane City Council ferry terminals for reconstruction works.
Mill
ion
tri
ps
Tram patronage—quarterly
201
4–20
15
201
5–20
16
Mill
ion
tri
ps
Ferry patronage—quarterly 1
2
014–
2015
2
015–
2016
Mill
ion
tri
ps
Train patronage—quarterly
201
4–20
15
201
5–20
16
$ D
olla
rs
Fare and subsidy per trip
Far
e pe
r tr
ip
Sub
sidy
per
trip
13.57
12.13
12.21
0.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
16.00
18.00
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
13.57
12.13
12.21
0.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
16.00
18.00
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
1.78
1.751.71
1.35
1.40
1.45
1.50
1.55
1.60
1.65
1.70
1.75
1.80
1.85
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
1.88 1.96 1.93
0.00
0.50
1.00
1.50
2.00
2.50
Q1 Q2 Q3 Q4
Milliontrips
2014-15
2015-16
0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
$
Farepertrip
Subsidypertrip
6 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Footnote1 Within six minutes (after) or two minutes (before) the scheduled arrival time.2 Results for the current quarter are subject to change and updated results may appear in subsequent editions of this document. Results are updated following review as mandated under the terms of the operator contract.3 On-time running for bus includes events that would normally be classified as out of the control of the operator.
94.54% bus
97.97% train
Services on-time running and services delivered
Bus and train operators are
contracted to meet benchmarks
for on-time running.
Bus on-time running for Q3 was 94.54
per cent. The quarterly figure continues
to perform above the 90 per cent
benchmark set by TransLink.
On-time running for trains this quarter
was 97.97 per cent.
The benchmark for on-time running
of CityTrain services in peak times is
95 per cent.
Tram data is presented as punctuality
and reliability instead of on-time
running. Punctuality is a measure
of how close to timetable the trams
run, whereas reliability is a measure
of whether a scheduled service
actually ran.
This tram data is also reported online at
http://ridetheg.com.au/get-up-to-date/
Per
cen
t
Tram punctuality and reliability 5
Pun
ctua
lity
R
elia
bilit
y
Per
cen
t
B
ench
mar
k O
n-tim
e ru
nnin
g
Bus on-time running—overall 1 2 3
On-
time
runn
ing
S
ervi
ces
deliv
ered
B
ench
mar
k
Per
cen
t
Train on-time running and services delivered 4
Bus on-time running—by SEQ region
SEQ Region 2014-15 Q2 2014-15 Q3 2015-16 Q2 2015-16 Q3Brisbane 82.82 82.21 83.97 86.27Sunshine Coast 97.62 96.29 94.86 95.33North 98.32 98.74 97.55 96.83East 99.26 98.24 98.04 97.24South 95.38 89.70 91.84 90.82West 95.03 92.79 92.32 92.79Gold Coast 96.41 96.63 97.63 94.30
98
100 99.54 99.52 99.1399.99 99.96
100.00 99.74 99.86 99.67 99.20 100.00 99.96
86
88
90
92
94
96
98
100
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Percen
t
Punctuality
Reliability
98
100 99.54 99.52 99.1399.99 99.96
100.00 99.74 99.86 99.67 99.20 100.00 99.96
86
88
90
92
94
96
98
100
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Percen
t
Punctuality
Reliability
7Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Footnote4 Less than four minutes after the scheduled arrival times on all lines, except Gold Coast and Sunshine Coast where the benchmark is within six minutes.5 Tram does not have an individual on-time running benchmark. Instead, performance levels are monitored through punctuality and reliability measures.6 Results reported in this graph are for the entire TransLink network across the state.
12.02 million
Customer interactions
More than 12.02 million customer
enquiries were received via the
TransLink website and contact centre
(13 12 30) in Q3 2015–16.
This comprised of 11.70 million
enquiries to the website and more than
319,000 enquiries to TransLink’s 24-7
contact centre.
In Q3, TransLink’s journey planner
accounted for 78.7 per cent of all
enquiries received through the website
and contact centre.
Overall customer complaints this
quarter were 2.02 per 10,000 trips.
Customers have access to public
transport information at their fingertips
from translink.com.au, through their
mobile on the MyTransLink app, or
by calling 13 12 30.
Cu
sto
mer
inte
ract
ion
s (m
illio
n)
Journey planner customer interactions 6
Per
10,
000
trip
s
Customer complaints
13
12 3
0
Web
site
Cu
sto
mer
inte
ract
ion
s (m
illio
n)
Total customer interactions 6
13
12 3
0
Web
site
0
2
4
6
8
10
12
14
16
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Custom
erinterac.o
ns(m
illion)
131230
Website
0
1
2
3
4
5
6
7
8
9
10
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Custom
erinterac.on
s(million)
131230
Website
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Per1
000
0trips
8 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
86.4% of all trips
go card
The go card remains the most widely
used ticketing product on the TransLink
network, representing 86.4 per cent of
all trips taken across TransLink’s South
East Queensland network during Q3
2015–16. Although the percentage
of users has increased, the number
of go card trips fell in line with overall
patronage, with about 90,000 fewer
trips than the same quarter the
previous year.
Reflecting the relative patronage
changes, go card use has decreased
on bus and train but increased
on tram and ferry.
go card use network-wide
Per
cen
t o
f al
l tri
ps
go card use by mode
Mill
ion
go
car
d t
rip
s
Bus
T
rain
F
erry
T
ram
83
84
85
86
87
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Percen
t
0
5
10
15
20
25
30
35
40
45
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Milliongoca
rdtrips
LightRail
Ferry
Train
Bus
9Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Fixed fares only
1.8%of trips
Footnote1 Q1 2015-16 data onwards reflects a significant drop in go card complaints mainly due to a category update. Prior to Q1 standard transaction requests, including balance transfers, were inaccurately categorised as complaints.
Per
cen
t o
f al
l go
car
d t
rip
s
go card fixed fares
Per
10,
000
go
car
d t
rip
s
go card adjustments
Per
10,
000
go
car
d t
rip
s
go card customer complaints1
The number of fixed fares – no recorded
touch on or touch off for the go card trip
– remains steady at 1.83 per cent of all
trips. This sits within the typical band of
data for this measure.
go card complaints were 0.11 per
10,000 go card trips.
Customers who experience issues
with their go card or wish to query their
transactions, can contact TransLink’s
24-hour contact centre on 13 12 30.
0.0
1.0
2.0
3.0
4.0
5.0
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Percen
t
0
2
4
6
8
10
12
14
16
18
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Per1
000
0gocardtrips
-
0.1
0.2
0.3
0.4
0.5
0.6
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Per1
000
0go
cardtrips
10 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Customer satisfaction
The quarterly customer satisfaction
survey undertaken by TransLink
measures and compares changes in
the opinions of public transport users
across South East Queensland.
The survey measures satisfaction
with bus, train and ferry services and
is conducted by an independent market
research company. Tram satisfaction
is not included in this survey.
Safety and security
Overall satisfaction
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Reliability and frequency
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
11Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Satisfaction levels of 75 and above are
classed ‘best practise’, while 60 and
above is considered to be ‘satisfactory’.
The 10 categories for each of these
modes of public transport (bus, train and
ferry) give a total of 30 results which are
compiled from multiple sub-categories.
Tracker also reports the sub-category
score for go card, as well as one overall
result which is a combination of all
reported categories.
Recorded increases and decreases
are usually within the margin of error
of reporting and do not necessarily
represent a statistically significant
change in the data.
Significant increases and decreases
in customer satisfaction are reported
monthly here: https://publications.
qld.gov.au/dataset/translink-public-
transport-performance-snapshots
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Comfort of ride
Ease of use
Proximity
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
12 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Efficiency
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Information
Helpfulness of staff
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
13Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Historically, affordability has been the
lowest performing category and this
remains the case this quarter.
To address this issue, the Queensland
Government appointed an independent
Fare Review Taskforce in August 2015.
The taskforce was asked to review
TransLink’s fare structure to improve
affordability, increase patronage and
ensure a sustainable fare revenue
stream for future network growth.
Following careful consideration of
the taskforce’s recommendations,
the Queensland Government has
developed a response to the Fare
Review that includes comprehensive
fare reform which will be implemented
in January 2017.
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Bus
T
rain
F
erry
Affordability
Accessibility
go card
40
45
50
55
60
65
70
75
80
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
50
55
60
65
70
75
80
85
90
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Bus
Train
Ferry
14 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
Passenger safety and security
Senior Network Officers are a key
component of TransLink’s strategy
to protect fare revenue and improve
customer service and safety on all
modes of public transport.
There are currently 55 Senior Network
Officers working alongside 21
Queensland Rail Authorised Officers,
78 Queensland Police Service rail
squad Officers and 28 G:Link Customer
Service Officers covering bus, rail, tram
and ferry services on TransLink’s South
East Queensland network.
This combined workforce issued 5 684
fines and 8 568 warnings during the
third quarter of 2015–16.
Footnote1 The increase in fines and warnings reflect the introduction of G:Link Customer Service Officers in July 2014 following the opening of the tram.2 Data is subject to change due to ongoing incident investigation and processing times.
Issu
ed
Fin
es
War
ning
s T
rain
B
us
Tra
m
Fines and warnings 1 2
Passenger injuries 2
Per
10,
000
tri
ps
0
2000
4000
6000
8000
10000
12000
14000
16000
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Issued
Fines
Warnings
0.00
0.02
0.04
0.06
0.08
0.10
0.12
0.14
2013-14Q4
2014-15Q1
2014-15Q2
2014-15Q3
2014-15Q4
2015-16Q1
2015-16Q2
2015-16Q3
Per1
000
0trips
Train
Bus
LightRail
15Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3
13 QGOV (13 74 68)www.translink.com.au | www.qld.gov.au