KPI 1: Affordability

Mode 2016 2017 Variance RAG 180 ▬▬▬▬ Commercial ▼ Ferries Bus 108 104 -3.6 % Commuter

▬▬▬▬ ▲ 160 Merseyrail 114 116 1.8 % ▬▬▬▬ Northern ▲ (City Line) 116 118 1.9 % 140 ▬▬▬▬ ► Tunnel Tolls 121 121 No Change ▬▬▬▬ ► Amber Fast Tag 92 92 No Change Green Tunnel Tolls ▬▬▬▬ 120 Northern (City Line) Tolls / Fast Tag ► Merseyrail Average 107 107 No Change Benchmark (RPI +1%) RPI ▬▬▬▬ Tunnels Average Ferries ▲ Commercial Bus Commuter 163 169 3.8 % 100 2012 Index Baseline ▬▬▬▬ ► Fast Tag Motoring Costs Motoring Costs 91 92 No Change ▬▬▬▬ ▲ RPI 80 108 111 2.6 % 2012 2013 2014 2015 2016 2017 Notes

● For monitoring purposes

● This data has been rebased to 2012 for the 2017/18 performance cycle

● The data is reported annually and compares the rising costs of use of travel services.

● Benchmark of RPI +1% proposed, this would give target figure of 112 for 2017.

● The data shows a drop in bus commercial fares, this is due to the Bus Alliance creating uniformed fares between Arriva and Stagecoach.

● Tunnels tolls based on class 1 vehicles only

● Motoring costs have been taken from the RAC website and are based on a petrol engine size of 2000 cc with an annual mileage of 10,000 miles. KPI 2: Patronage

16/17 17/18 Modes Q4 Q1 Q2 Q3 Q4 RAG Comments At this stage commercial bus patronage is showing a 0.4% uplift on same time last year – (although Easter fell in Commercial different periods). Note - there's a Bus Green suggested 4%-5% uplift on QBN 33.7 m 33.4 m patronage, and a 1% drop on other commercial services. April and May figures only - June not yet available. Expectation that patronage Supported will decline due to network reviews as Bus Green passengers are transferred to the 1.6 m 1.0 m commercial network Patronage data covering the first six months of 2017/2018 (1st April - 30th Merseyrail September) will not be available until late October/early November 2017. 17.7 m No data available this quarter Northern (City Line) 4.4 m Cruises: 6.5% down on previous year - Mersey Ferries: Amber / largely due to cancelled sailings. Technical failures resulted in loss of Leisure Cruises Green service. Ferries Strategy aimed at new 70 k 136 k vessel options. Commuter: 41% increase on previous Mersey Ferries: year due to railworks on-going and Green Commuter Services customer retention. 57 k 50 k 3.4% increase on previous year Queensway Tunnel Green Vehicle Throughput 2.8 m 2.7 m KPI 3: Reliability

Bus Commercial Bus Supported Rail - Merseyrail Rail - Northern (City Line)

Benchmark (99.5%) Benchmark (99.5%) Benchmark (94%) Target (91%)

97% 98% 97% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 88% Q1 Q2 Q3 Q4

AG AG G AG

Q1 figure of 97% (commerical only) has been Some reliability issues due to journeys PPM figures of 94% have been used here PPM figures of 91% have been used here taken from survey data. The sudden closure of terminating early as a result of Edge Lane works (see KPI 4 also) (see KPI 4 also) Edge Lane has impacted on Reliablity this and driver shortage issues with one operator A new reliability measure has been proposed: quarter. currently being addressed MTIN Reliability using MTIN: Details of Northern's MTIN Target/Benchmark/Baseline: Period 11,000 performance is not yet available on the Rail North miles. SharePoint site. Q1 value: 11,683 miles (average of periods 1-3 2017/18)

Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Mersey Ferries : Commuter & Leisure Benchmark (98%) between 85-90% between 85-90%

94% Q1 Q2 Q3 Q4 100% Q1 Q2 Q3 Q4 92% Q1 Q2 Q3 Q4

G G AR

Tunnels closed for no more than 10% of total available operating hours per annum due to Technical failures resulted in loss of service. planned/unplanned maintenance work No full closure occurred. Ferries Strategy aimed at new vessel options.

G Green AG Amber / Green AR Amber / Red R Red KPI 4: Punctuality

Bus Commercial Bus Supported Rail - Merseyrail Rail - Northern (City Line) Benchmark (94%) Target (91%) Benchmark (88%) Benchmark (88%)

80% Q1 Q2 Q3 Q4 91% Q1 Q2 Q3 Q4 97% Q1 Q2 Q3 Q4 89% Q1 Q2 Q3 Q4

AR G G AG

Challenging road conditions on key corridors Performance was better for supported services Several factors affected performance in Q1; Significant incidents in Q1; during Q1 affected Punctuality. Severe disruption as they largly operate away from peak times i.) Infrastructure issues (track circuit failures, i.) Terrorist attack in Manchester (22nd May). - on Edge Lane and Hanover Street had knock-on and/or key corridors. signal failures, points failures). Merseyrail and closure of Manchester Victoria Station for several impacts across the network. Network Rail are developing robust plans to days, impact - services into Merseyside mitigate the impact. cancelled or delayed. ii.) Increase in the number of passengers taking ii.) RMT industrial action also affected Northern ill. Merseyrail has set up an internal working services on 8th April 2017. group to explore ways of managing/lessening the impact. iii.) RMT industrial action on 8th April 2017,

Mersey Ferries : Commuter Mersey Ferries: Leisure Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Benchmark (95%) Benchmark (95%) Benchmark (05:10) Benchmark (04:55)

Q1 Q2 Q3 Q4 94% Q1 Q2 Q3 Q4 95% 99% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

G AG G G

Q1 Q2 Q3 Q4 Failures due to shipping movements. No action Q1 Q2 Q3 Q4 Liverpool to Liverpool to planned. Birkenhead ► 04:51 Wallasey ► 04:18 (mm:ss) (mm:ss) Birkenhead to Wallasey to G Green AG Amber / Green AR Amber / Red R Red Liverpool ◄ 04:44 Liverpool ◄ 04:36 (mm:ss) (mm:ss)

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Liverpool to Liverpool to Birkenhead ► 04:51 Wallasey ► 04:18 (mm:ss) (mm:ss) Birkenhead to Wallasey to Liverpool ◄ 04:44 Liverpool ◄ 04:36 (mm:ss) (mm:ss) KPI 5: Safety

Public Transport Customer Satisfaction (Quantitative Survey)

Benchmark Q1 16/17 Q4 16/17 Q1 17/18 Direction Benchmark 100% (80%) (Reported) (Reported) (Reported) (Variance) RAG Comments The latest annual Bus Stops 79% 79% Amber / Green surveys for bus and 80%  rail services were carried out in autumn 2016 and 60% On the Bus 87% 87%  Green released in March 2017.

Rail Stations: 81% 80% 81% Green There has been no 40% Merseyrail  significant change in the on board figures. Rail Stations: 20% 68% 70% Green Northern  The latest rail survey took place in Spring 2017. On the Train: 0% 86% 84% 75% Amber / Green Remaining data will Merseyrail  be reported later in Bus Stops On the Bus Rail Stations: Rail Stations: On the Train: On the Train: Merseyrail Northern Merseyrail Northern the 2017/18 On the Train: reporting cycle. 80% 80% Green Q1 16/17 Q4 16/17 Q1 17/18 Benchmark Northern  (Reported) (Reported) (Reported) (80%)

On Bus Incidents Direction For Monitoring (Variance) Data Indexed to same Quarter Previous Year Purposes Q1-16/17 Q2- 16/17 Q3-16-17 Q4 -16/17 Q1- 17/18 from Previous Quarter Criminal 200 Damage 210.0 95.2 120.1 142.5 91.3 ▬▬▬▬  Anti-social Behaviour 153.5 74.0 85.2 54.5 57.6  ▬▬▬▬ 150 Violence Against 76.7 90.7 92.3 112.5 130.4 staff  ▬▬▬▬ Comments This bus data is based upon incidents which are reported by bus drivers. 100 Looking at short to medium-term trends (over the previous 1-3 years), incident reporting of criminal damage on the bus network has been increasing steadily, so although the indexed value for Q1 2017/18 is 91.3, this is compared to a high baseline from the same quarter from the previous year. Encouragingly, when compared to the baseline year of 2010, incident reporting has still decreased but this recent increasing trend may be a cause for concern on the 50 network. Q1-16/17 Q2- 16/17 Q3-16-17 Q4 -16/17 Q1- 17/18 The late reporting of incidents by depots has also caused delays in the identification of problems and subsequent deployment of resources. The TravelSafe monthly tasking and co-ordination meeting has been reviewed and a new Criminal Anti-social Violence Against weekly process put in place so that issues can be identified more quickly. Damage Behaviour Person (staff) *The violence figure in Q1 includes passenger incidents and will be recalculated in Q2. KPI 6: Customer Comments

Response Times to customers - Q1 2017/18 By Service Area: Comments Resolved within 21 Days

Customer Delivery: Asset Management 93% 100% IT 100% - Ferries AG G AG Total Comments Received: 175 Total Comments Received: 108 Total Comments Received: 3

Customer Delivery: Legal, Democratic Services & Bus 91% 99% 100% - Hubs Procurement AG AG G Total Comments Received: 458 Total Comments Received: 67 Total Comments Received: 3

Customer Delivery: Corporate Engagement 100% 100% Rail 94% - Smart Ticketing G G AG Total Comments Received: 17 Total Comments Received: 79 Total Comments Received: 113

Customer & Customer Delivery: Policy and 100% 100% 100% Business Development - Tunnels LTP Development G G G Total Comments Received: 151 Total Comments Received: 110 Total Comments Received: 4

All Service Areas 95 %

Total Comments Received: 1288

Total comments resolved within 21 days: 1226

Total comments resolved later than 21 days: 62

G Green AG Amber / Green AR Amber / Red R Red KPI 7: Connectivity

Quarter 1 2017/18

Number of direct linkages between key Great Britain Internal connectivity nodes: RAG of the Merseyside rail network RAG

Liverpool 9 40 50 60 ■■■ ■■■ ■■■ 30 70 20 80 Green Glasgow 9 36.1% 10 90

■■■ ■■■ ■■■ 0 100 Bristol 11

■■■ ■■■ ■■■ ■■ Green Connectivity of Merseyside (combined rail and bus figure) Newcastle 12

■■■ ■■■ ■■■ ■■■ 50 40 60 30 70 Manchester 14 Green 20 80

■■■ ■■■ ■■■ ■■■ ■■ 52.7% 10 90

London 15 0 100

■■■ ■■■ ■■■ ■■■ ■■■ For Monitoring purposes

With the completion of the Wirral Line engineering works, internal rail connectivity has been restored to its previous high level of 36.1%.

The Northern and TransPennine franchises, that started on the 1st April 2016, will improve connectivity between the LCR, the wider region and further afield with improved service provision, journey times and routes, including restoring direct links to Scotland from December 2018.

This will leave the need to regain direct linkages to South Wales, the South West and Thames Valley / South Coast, in order to restore Liverpool’s connectivity to levels approaching that observed by other core cities. KPIKPI 8: 8: Key Projects Strategic Projects

Q1 2017-18 LGF 1 Rail Projects: Halton Curve, Newton-le-Willows, Maghull North Rail Station Devolution RAG Project is on track and is anticipated to deliver outputs as planned. The projects interdependencies RAG with Weaver Wavertree scheme still exist, but at present have not impacted on the SPI or CPI This project has only recently come to be established within the PMO monitoring and project indicators. Formal start on site expected 14th July 2017. controls have yet to be established. Amber Green While work is progressing on Newton Le Willows, this currently slower than anticipated. Some of the Green For this reason we cannot yet calculate the SPI/CPI values. We understand that work has delays experienced are outside of Merseytravel's control and relate to design packages, for which been progressed on the project but at present the delivery programme is still to be fully Merseytravel is not responsible. However, the failure to adhere to agreed timescales for submission defined and further work is required to understand the costs. SPI of the designs may impact on Merseytravel’s ability to commence working on the construction of the SPI bus interchange, which is a risk to the project. The Newton Le Willows Strategic Group has initiated a review of the programme so we can fully understand the potential implications on time and spend 1 of later delivery, and can attempt to mitigate these. TBD

We understand that some key dates/milestones have been missed in Q1. The Implementation CPI Agreement was not signed, as we understand there are some issues which need to be addressed CPI before this can happen. Meetings have been scheduled between NR and Merseytravel to discuss these issues and to develop a remediation plan to attempt to bring this project back on track. There 1 is a risk that the delays in this work will impact on the dates for commencement on site and TDB consequently could impact spend in this financial year, but further work is needed to understand the impacts of these delays on the programme, both in terms of completion dates and spend profile. Rolling Stock Smart Ticketing RAG RAG This project has only recently come to be established within the PMO monitoring and project controls At present we understand that the programme remains on track for delivery, although the have yet to be established. programme team do note that there is a future risk that development demands or new Amber requirements might impact on their ability to deliver. - For this reason we cannot yet calculate the SPI/CPI values. Green Further work to report CPI will be undertaken in Q2. SPI We understand that work has been progressed on the project but at present the delivery programme SPI is still to be fully defined and further work is required to understand the costs.

TBD 1

CPI CPI

TBD TBD

SPI (Schedule Performance Index ) CPI (Cost Performance Index) indicates how efficiently the project is actually progressing compared to the planned project schedule. Provides an indication of how well the project is remaining on budget. • If the SPI is greater than one, this means more work has been completed than originally planned. In other words, • If the CPI is greater than one it indicates that the project is under budget. you are ahead of schedule. • If the CPI is equal to one, this means the project is proceeding exactly as per the planned budget spend. • If the SPI is equal to one, this means work is being completed at about the same rate as planned, or you are on • If the CPI is less than one it indicates that a project is over budget. time. • If the SPI is less than one, this means less work has been completed than had been planned. In other words, you KPIKPI 8: 8: Key Projects Strategic Projects

Q1 2017-18 Bus Alternative Delivery Model Mersey Ferries Programme RAG RAG The final SOP has been developed and is awaiting sign off by Merseytravel officers. Following some early delivery challenges, the project is now progressing well against a revised schedule and is expected to meet the anticipated outputs. Members were briefed on SOP and next steps for SOC at workshop on 29 June. Amber Green Green

SPI SPI

0.8 0.9

CPI CPI

1 1

Tolls System Refresh Kingsway Rewire RAG RAG The project continues to progress well. Following some early delivery challenges, the project is now progressing well against a revised The potential introduction of a vacation period into the programme in December could result in schedule and is expected to meet the anticipated outputs. slippage from the original baseline dates; however the project team continue discussions with the Green Green supplier to mitigate this delay.

SPI SPI

0.9 1

CPI CPI

1 0.9