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Vol. 5 CoMET and Nova September 2011 Newsletter Community of Metros CoMET Inside this issue: Improving metro finances through 1 Improving metro finances through benchmarking benchmarking This fifth CoMET and Nova newsletter comes at a critical Determinants of metro delay 2 time for many metros. Growing incidents concern over budgetary defi- Information during disruptions 2 cits has become particularly pronounced for many North Control of passenger flow 2 American and European met- Fares for stakeholders 3 ros where the economic down- turn has triggered funding Customer service 3 crises in their cities. But the long term economic sustain- PTI safety and accident precursor 3 ability of many Asian and monitoring South American metros has Despite financial pressures, demand in North American and European cities The CoMET and Nova work pro- 4 also been undermined by ex- remains high or is continuing to grow. (Photo New York Metro, 96th Street gram amples of poor fares policy Station) Best practice compendia 4 and many are challenged by rapid network growth. The CoMET and Nova process marking study on escalator New suburban rail benchmarking 4 has rapidly identified opportu- asset management are ex- Benchmarking is an essential group created nities for cost savings, higher pected to save London Under- tool for metro leaders at times revenues and improved effi- ground £100 million (US$ Singapore SMRT development 5 of hardship as it is used to pin- ciency; moreover it allows met- 150m) in maintenance costs and installation of STARiS point weaknesses and ros to consult each other, for- over the next 20 years. This strengths in a metro’s cost and Hong Kong MTR – Enterprise risk 5 going the need for external year, one metro has secured a revenue structure and help management framework consultants. Indeed, actions 1% increase in fare levels from prioritise scarce resources. resulting from a recent bench- its transport authority, sup- Knowledge-sharing — London 5 Underground and Metro de Ma- ported by benchmarking sub- drid missions by the RTSC at Impe- rial College London. Membership developments 6 Nonetheless, metros need to continue to offer high levels of Centre for Transport Studies safety and service quality to their customers if they are to Department of Civil Engineering retain revenues and public South Kensington Campus support at a time of increasing London, SW7 2AZ competition for government UK funds. [email protected] This newsletter reflects on this T: +44 (0)20 7 594 6092 current climate by focusing on F: +44 (0)20 7594 6102 the highlights of recent case studies that support these www.comet-metros.org Asian metros continue to expand at a record rate. Beijing Subway plans to aims. expand from 14 to 19 lines by 2015 and extend many existing lines in- www.nova-metros.org cluding Line 10 where 30km and over 20 stations are to be added by Sep- tember 2013. www.RTSC.org.uk Page 2 CoMET and Nova Newsletter Recent case studies Each year of the CoMET and Nova work programmes, three in-depth research case studies are performed for each group. Below and opposite are the summary findings from six of the latest studies . Determinants of metro delay incidents Train service reliability is a key from 15 different CoMET & specific factors help explain metro management objective Nova metro systems over the the variation in incident per- and a major part of a success- period of 2005-2009. formance, where such factors ful operation. Incidents on the refer to differences in mainte- The results indicated that network are likely to cause nance and management prac- among the main factors ex- delays to the train service, tices, operations management, plaining differences in incident perturbing the punctuality and health & safety procedures performance are the technol- regularity of the metro opera- and so on, across urban met- ogy of train operation, passen- tion, and hence its reliability. ros. ger demand, the peak service Therefore one way to improve level operated, and the practi- The study considered the range of train service reliability is to cal capacity available. On the factors affecting reliability. reduce the occurrence of inci- other hand, engineering and dents in urban metro systems. more fixed factors such as the This study used statistical type of track support, rail con- techniques to identify the main nection and rolling stock factors explaining the variation wheel, were found not to affect in the number of delay inci- incident levels. The findings dents across 42 metro lines also suggested that metro- Information during disruptions This case study focused on the communicate. growth in customer expecta- provision of customer informa- tions mean that metros must One key finding is that tradi- tion during disruptions to explore the use of advanced tional channels, especially metro service. The study ad- channels as well. public address systems, are dressed defining and under- still the most used and most There is an increasing focus on standing disruptions, good effective channels in providing and demand for real-time in- everyday practices (such as information during disruptions, formation, and advanced signage, training, and coopera- and metros must therefore channels like smart mobile tion with other transport maintain these channels for devices offer the possibility of The objectives of this study were to modes), information control the foreseeable future. How- pushing real-time, customised examine who should tell what to and dissemination (including ever, significant growth in the information to the customer whom, when, and the information the control centre and the variety and sophistication of right when they need it. channels used to do so (how). varying information needs of information channels available different audiences), and the to metros and even faster information channels used to Control of passenger flow This case study took a holistic of stations in detail. Analysis tions that were reviewed in- view of passenger flow through was undertaken across these cluded peak pricing, changing stations, including entrances stations to find bottlenecks, train service patterns and the and vertical circulation, plat- emphasising that problems design of stations - for in- forms and boarding trains; a can lie in many different areas. stance providing multiple en- way of thinking unfamiliar to trances and exits along the While there are specific best some metros. platform for arriving and leav- practice options that include ing flows. In many members’ networks, demand Based on questionnaire re- better signage and announce- has changed quickly while train and sponses, the study examined ments, improved use of staff, station capacity is fixed in the short- metros' existing practices and separating passenger term. across the three station areas, flows, wider strategic issues and also scrutinised a number were also considered. Solu- Vol. 5 Page 3 Recent case studies continued... Fares for stakeholders—supporting metros’ dialogue with their governments Metros throughout the world Analysis has shown that metros labour and energy were rising require a much more robust and share the problem of how their require a steady-state level of faster than inflation, yet labour principled approach to fare set- high costs of operation, mainte- reinvestment funding equivalent productivity was actually falling ting and regulation to achieve nance and renewals are paid to at least 40% of average oper- for 75% of North American and these aims. In particular, fare for. Recently the RTSC has ating costs – much higher than European metros. The conse- adjustments must be applied undertaken extensive research assumed depreciation. Depend- quence was that cost recovery regularly and systematically (a for the Nova and CoMET groups able funding is required to pro- from fare income was falling for formula is good practice), better on metro funding and fares poli- vide stable levels of renewals 70% of metros, increasing the reflect the costs of inputs and cies. Case study reports include and enhancements. burden on governments and affordability, support the impera- Metro Sustainability (CoMET taxpayers to fund the necessary tive to renew assets and en- The ability of a metro to meet 2009 and its forthcoming 2011 investments in the existing hance service quality and, rising customer expectations update) and Fares Funding and metro. through differential pricing, and to provide a sustainable Financing (Nova, 2010). The more closely reflect the variable level of service quality in the The research outlines how fare research aims to provide metros cost of travel. medium to long term depends setting and funding policies can with the information and under- crucially on the supporting fund- be improved to better reflect the standing of fares and funding ing regime and the fares policies true economics of urban metros, issues that are needed for an that underpin it. Yet to 2009, support investment and achieve informed dialogue with govern- fares were falling in real terms economic sustainability. It is ment, transport authorities and for 60% of metros. Unit costs of clear that metros in most cities other stakeholders. Customer service While metros have long been service in the following areas: tomer service requires top-level customer and employee satis- focused on the mechanics of commitment first, followed by faction and ultimately improved operating the railway, this study Commitment (mission/vision clear organisational responsibili- metro reputation and support examined the growing impor- statements/customer char- ties for customer service and for funding. tance of customer service in ters); the understanding that cus- metros. Metros must not only Customer service staff; focus- tomer service is everyone’s job. achieve and maintain technical ing on four models of station Although customer service is proficiency (e.g. safety and reli- staffing and the factors influ- unique in metros due to the ability) but also become service- encing station staffing; and volume of customers, the proc- oriented, customer-focused Customer interfaces, specifi- ess of running a railway, and organisations.

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