Greater Wellington Regional Council Wellington Bus Network Review In-Person Engagement: Detailed Report
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In-Person Engagement: Detailed Report researchfirst.co.nz Greater Wellington Regional Council Wellington Bus Network Review In-Person Engagement: Detailed Report October 2019 In-Person Engagement: Detailed Report researchfirst.co.nz Greater Wellington Regional Council Wellington Bus Network Review In-Person Engagement: Detailed Report October 2019 Commercial In Confidence 2 In-Person Engagement: Detailed Report researchfirst.co.nz OVERVIEW 8 1 Introduction 9 Context 10 Method 10 Attendees 12 2 Executive Summary 14 Network Design 15 Trade-offs and priorities 17 3 Considerations 18 Network Design 19 Operational Concerns 19 Considerations for the Eastern Suburbs 19 Considerations for the Southern Suburbs 20 Considerations for the Northern Suburbs 20 Considerations for the Western Suburbs 20 EASTERN SUBURBS 21 4 Eastern Suburbs Network Insights Summary 22 Overview 23 The Removal of Direct Routes and Reluctance to Transfer 23 Operational Issues 24 Feedback on Alternative Route Proposals 24 5 Eastern Suburbs Disability Focus Group Findings 25 The Participants 26 Routes that Work Well 26 Suggested Improvements to Routes 26 Trade-Offs 30 6 Eastern Suburbs Strathmore Park Residents Findings 31 Overview 32 Routes that Work Well 32 Suggested Improvements to Routes 32 Ideas for other routes 34 Trade-Offs 36 7 Eastern Suburbs Charette Findings 37 Feedback by Eastern Suburb Area 38 Hataitai: Routes that Work Well 38 Suggested Improvements to Routes 39 Miramar and Maupuia: Routes that Work Well 39 Suggested Improvements to Routes 40 Seatoun, Karaka Bays, Breaker Bays, Moa Point: Routes that Work Well 40 Suggested Improvements to Routes 40 Rongotai, Kilbirnie and Lyall Bay: Routes that Work Well 41 Suggested Improvements to Routes 41 Enhanced Route Ideas 42 Trade-Offs 45 Commercial In Confidence 3 In-Person Engagement: Detailed Report researchfirst.co.nz 8 Eastern Suburbs Community Drop-In Session Findings 47 The Current Situation 48 Enhanced Route Ideas 51 Trade-Offs 54 SOUTHERN SUBURBS 58 9 Southern Suburbs Network Insights Summary 59 Routes that Work Well 60 Suggested Improvements to Routes 60 Operational Issues impacting on perceptions of the Southern Network 62 Enhanced Route Ideas 63 10 Southern Suburbs Disability Focus Group Findings 66 The Participants 67 Routes that Work Well: 67 Suggested Improvements to Routes 67 Operational Insights for Southern Participants with a Disability: 68 Trade-Offs 70 11 Southern Suburbs Charette Findings 72 Routes that Work well 73 Suggested Improvements to Routes 73 Operational Issues Impacting on Perceptions of the Southern Network 75 Enhanced Route Ideas 76 12 Southern Suburbs Newtown Drop-in Findings 78 Routes that Work Well 79 Suggested Improvements to Routes 79 Operational Issues Impacting on Perceptions of the Southern Network 81 Enhanced Route Ideas 82 13 Southern Suburbs Brooklyn Drop-in Findings 85 Routes that work well 86 Suggested Improvements to Routes 86 Operational Issues impacting on perceptions of the Southern Network 87 Enhanced Route Ideas 89 14 Southern Suburbs Island Bay Drop-in Findings 92 Routes that Work Well 93 Suggested Improvements to Routes 93 Operational Issues Impacting on Perceptions of the Southern Network 95 Enhanced Route Ideas 96 Commercial In Confidence 4 In-Person Engagement: Detailed Report researchfirst.co.nz 15 Southern Suburbs Trade-Offs 98 NORTHERN SUBURBS 103 16 Northern Suburbs Network Insights Summary 104 Routes that work well 105 Suggested Improvements to Routes 106 Operational Issues impacting on perceptions of the Northern Suburbs Network 106 Enhanced Route Ideas 107 17 Northern Suburbs Disability Focus Group Findings 109 The Participants 110 Routes that Work Well 110 Suggested Improvements to Routes 110 Operational Issues Impacting on Perceptions of Northern Suburbs Network 110 Trade-Offs and Priorities 112 18 Northern Suburbs Charrette Findings 114 Routes that work well 115 Suggested Improvements to Routes 115 Operational Issues Impacting on Perceptions of the Northern Suburbs Network 116 Enhanced Route Ideas 117 19 Northern Suburbs Johnsonville Drop-in Findings 119 Routes that work well 120 Suggested Improvements to Routes 120 Operational Issues Impacting on Perceptions of the Northern Suburbs Network 121 Enhanced Route Ideas 122 20 Northern Suburbs Khandallah Drop-in Findings 123 Routes that Work Well 124 Suggested Improvements to Routes 124 Operational Issues Impacting on Perceptions of the Northern Suburbs Network 125 Enhanced Route Ideas 126 21 Northern Suburbs Trade-Offs and Priorities 127 WESTERN SUBURBS 132 22 Western Suburbs Network Insights Summary 133 Routes that Work Well 134 Suggested Improvements to Routes 135 Operational Insights Impacting on Perceptions of the Western Network 138 Enhanced Route Ideas 140 23 Western Suburbs Disability Focus Group Findings 141 The Participants 142 Routes that are Working Well: 142 Suggested Improvements to Routes 142 Operational Issues Impacting on Perceptions of Western Suburbs Network 142 Enhanced Route Ideas 142 Trade-Offs and Priorities 143 Commercial In Confidence 5 In-Person Engagement: Detailed Report researchfirst.co.nz 24 Western Suburbs Charrette Findings 145 Routes That Work Well 146 Suggested Improvements to Routes 147 Operational Issues Impacting on Perceptions of the Western Network 149 Enhanced Route Ideas 151 25 Western Suburbs Karori Drop-in Findings 152 Routes That Work Well 153 Suggested Improvements to Routes 154 Operational Issues impacting on perceptions of the Western Network 155 Enhanced Route Ideas 156 26 Western Suburbs Wilton Drop-in Findings 158 Routes that Work Well 159 Suggested Improvements to Routes 160 Operational Issues Impacting on Perceptions of the Western Network 161 Enhanced Route Ideas 162 27 Western Suburbs Trade-Offs and Priorities 164 CENTRAL CITY 169 28 Central City Te Aro Drop-in Findings 170 Overview 171 Routes that Work Well 171 Suggested Improvements to Routes 171 Operational Issues Impacting on Perceptions of the Network 172 Enhanced Route Ideas 172 29 Central City Victoria University, Pipitea Campus Drop-in Findings 174 Overview 175 Suggested Improvements to Routes 175 Operational Issues Impacting on Perceptions of the Network 176 Enhanced Route Ideas 176 Central City Trade-Offs and Priorities 178 Commercial In Confidence 6 In-Person Engagement: Detailed Report researchfirst.co.nz SUMMARY 182 30 Overview of Wellington City: Shared experiences, issues and concerns 183 The System is Working Well for Some Participants 184 Some Specific Changes that Participants Like Include: 184 Operational Versus Network Issues 184 Hub and Transfer System 184 Frequency Versus Certainty 186 Physical Hubs, Shelters and Bus stops 186 Longer Peak Periods and Off-Peak Services 187 Better Service to the Airport 187 Double Decker Buses 187 Timetabling 187 Driver Shortages and Cancellations 187 Driver Training and Attitudes – Impact on Participants with a Disability 188 Impact on Parents 188 Reliability (or lack) of Real-Time Information 188 Capacity / Overcrowding at Peak Times and on Cancellations 189 Quality and Design of the Bus Fleet 189 Impact of Changes on Participants’ Day-to-Day Lives 190 Insights to the Needs of Participants’ with a Disability 190 Trade-Offs and Priorities 193 APPENDIX 195 31 Appendix A: Segmentation of Those who Participated in the Fieldwork 196 32 Appendix B: Enhanced Route Idea Maps 199 Disclaimer: Research First notes that the views presented in the report do not necessarily represent the views of Greater Wellington Regional Council (GWRC). In addition, the information in this report is accurate to the best of the knowledge and belief of Research First Ltd. While Research First Ltd has exercised all reasonable skill and care in the preparation of information in this report, Research First Ltd accepts no liability in contract, tort, or otherwise for any loss, damage, injury or expense, whether direct, indirect, or consequential, arising out of the provision of information in this report. Commercial In Confidence 7 In-Person Engagement: Detailed Report researchfirst.co.nz OVERVIEW 8 In-Person Engagement: Detailed Report researchfirst.co.nz Introduction 1 9 In-Person Engagement: Detailed Report researchfirst.co.nz Context In July 2018 Greater Wellington Regional Council (GWRC) introduced a new Metlink bus network across the city. There has been wide ranging, both positive and negative public response to the changes, which has also been impacted by concerns around operational issues. As a result, GWRC has committed to work with customers and communities to develop a range of network improvements. The Bus Network Review (BNR) has chosen an approach that: • is committed to a co-creation Human-Centred Design (HCD) approach, which includes sharing the constraints the bus network needs to be designed within with the participants; and • deliberately targets customers and stakeholder communities rather than those familiar with (or comfortable with) traditional consultation mechanisms. The BNR is not a complete network redesign. It is an exercise in reviewing the existing design using a co-design approach, asking consumers to respond to ideas generated by GWRC, whilst also developing their own suggestions. As part of this process, GWRC commissioned Research First to conduct a qualitative research programme with Wellington bus users. In addition to the qualitative in-person engagement conducted by Research First, GWRC has conducted two online surveys for those unable to attend the in-person drop-ins, or who preferred to provide an on-line response. As the on-line