Smart Transport Transforms Perth
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CASE STUDY Smart transport transforms Perth Construction of the $217 million Perth Busport Perth Busport features three fully-accessible 16 stands, and the help points in each entrance marks the completion of the transport entry points from ground level – Yagan Square, and the lounge, have audio loops to help people component of the wider Perth City Link project, Queen Street and King Street. Each has lifts, with a hearing impairment. Braille and raised which started with the sinking of the Fremantle stairs and escalators to connect passengers to lettering has been installed for passengers Line in 2013 and demolition of the 40-year-old the underground, fully air-conditioned 16-stand with vision impairment. Tours will be provided Wellington Street Bus Station in 2014� lounge level. to disabled passengers so they can familiarise themselves with the facility. With the official opening scheduled for July 13, it has The 170m long airport-style lounge has been delivered on time and under budget through 160 seats so that passengers can wait in The Premier and Transport Minister will the City Busport Alliance (PTA, Brookfield Multiplex comfort, and is fully enclosed with glass panels officially open the Busport on July 13, 2016 and BG&E). The bus project finally achieves the to view approaching buses. Large screens at and operations will begin July 17. A Community long-standing vision of removing the transport each entrance and throughout the lounge provide Open Day on July 16 will give the public a sneak infrastructure that divided Perth and Northbridge. passengers with up-to-date service information peek at the underground station, including a including stand locations and departure times. once-in-a-life-time opportunity to walk around the Looking and operating much like an airport bus circulation zone before buses begin operating. lounge, the new state-of-the-art underground GPS trackers have been installed in all buses bus station will transform the way services move to later allow commuters to track them in real time to, through and around the city. through a Transperth app. A Transperth Assist app has also been developed for people with Each week day, about 1400 buses will travel disabilities, to provide them better access through the facility and, by 2031, this activity is to service information. expected to increase to more than 200 buses an hour in peak. The use of a high-tech dynamic From the outset, the Busport has been carefully bus-stand allocation system (where buses are planned in accordance with the Disability allocated vacant stands as needed, rather than Standards for Accessible Public Transport Act having wait for fixed stands for specific services) 2002 to accommodate all passengers. Extensive allows the number of buses using the Busport to consultation was carried out with a PTA-formed grow without expanding the infrastructure. This disability user group to guide the design. system enables 50 per cent more buses to use Passenger information panels at each stand call the facility on roughly the same footprint as the through to Transperth staff for help, and provide now-demolished Wellington Street Bus Station. text-to-speech information from the screens. All Operational report / Case study 39 2.2.2 Regional Revenue and expenditure Expenditure increased by 1.56 per cent to Revenue was down at $10 million, with a $47.39m, mainly due to higher costs on the train Transwa decrease in passenger numbers on the fleet – a reflection of higher levels of maintenance Cost per passenger kilometre Australind service having the biggest impact and associated labour costs. The average cost per passenger kilometre (partially due to the effects of the Waroona/ Transwa system expenditure ($ million) Yarloop bush fires in January). Higher levels for road coaches was $0.26 (up three per cent 50 from 2014-15). This can be attributed to of concessional travel on Transwa services patronage targets not being achieved. also contributed to the decrease. 40 Higher operational expenditure was recorded Transwa system revenue ($ million) 30 for road coach maintenance and labour costs, 12 partially offset by lower fuel charges. 20 10 The average cost per passenger kilometre for 10 trains was $0.47 (up 5.04 per cent), mainly 8 $47.87 $50.63 $46.66 $47.91 $47.39 $47.25 due to lower patronage and higher operational 6 0 expenditure incurred for railcar maintenance. 2013-14 2014-15 2015-16 4 This has been partially offset by lower fuel prices Actual Budget and a decrease in track access penalty charges. 2 0 0 $10.19 $1 $1 0 TransRegional 2013-14 2014-15 2015-16 Cost of the service The cost of operating regional town bus services in 2015-16 was $18.5m, up 2.8 per cent from $18m in 2014-15. The cost of intra-town services increased three per cent from $16.9m to $17.4m, while the inter-town services cost decreased 1.8 per cent from $1,138,529 to $1,117,711. 40 OperationalCorporate report snapshot / Fares and / Organisational other revenue profile 2.3 PTA in the community We continue to ensure services are satisfactory, Transperth Trains safe, secure, accessible, effectively communicated An overall satisfaction rate of 92 per cent was and sustainable. In 2016, overall customer satisfaction with Transperth services system-wide (calculated recorded for Transperth trains, maintaining the 2.3.1 Customer satisfaction as the weighted average across all modes) 2015 result. rose two per cent. We measure the success of Transperth and Level of overall customer satisfaction with Transwa services through an annual PSM Level of overall customer satisfaction across Transperth trains (per cent) (Passenger Satisfaction Monitor) undertaken by all Transperth services (per cent) 100 an independent market research organisation. 100 The survey conducts detailed face-to-face 80 interviews with adult public transport users to 80 60 assess passenger satisfaction with aspects 60 of our services, safety and security. 40 40 The Transperth PSM has been running for 20 26 years. In 2016, 4312 passengers were 89 92 92 20 0 surveyed, covering all bus contract areas, all 85.4 88.4 90.2 2014 2015 2016 rail lines, and the ferry service. The Transwa 0 PSM has been running for 14 years and 2014 2015 2016 surveyed 1227 passengers, covering road coach operations and rail services. PSM results are further outlined in the audited key performance indicators and can be accessed at www�transperth�wa�gov�au and www�transwa�wa�gov�au 90.2% customers satisfied with Transperth services Operational report / PTA in the community 41 The proportion of passengers who were dissatisfied overall was Buses two per cent (same as 2015), equalling the all-time low. The main Overall satisfaction with all Transperth bus services was 89 per cent – reasons for dissatisfaction were “too crowded in peak times/no seating an improvement of 3.5 per cent and the highest satisfaction rating in peak times”, “need extra carriages”, “insufficient off-peak services”. recorded since 1996. To address these issues, Transperth brought an additional number of six-car trains into service during the year. Level of overall customer satisfaction with Transperth buses (per cent) The importance rating of the key service characteristics of Transperth train services (other than passenger safety) and the respective levels of 100 satisfaction/dissatisfaction were as follows. 80 Satisfaction Importance 60 Service characteristic (dissatisfaction) rating (%) rating (%) 40 2015 2016 2015 2016 20 Cost of fares 72 77 48 (15) 55 (14) 83 86 89 0 Punctuality 60 65 94 (3) 97 (1) 2014 2015 2016 Cleanliness on board 57 63 91 (2) 93 (3) The proportion of users who were dissatisfied was six per cent, the lowest Speed of the trip 55 59 92 (2) 90 (2) since 1996. The main reasons for dissatisfaction in 2016 were “insufficient Service frequency off-peak services”, “poor service on weekends”, “buses and trains don’t 53 56 77 (10) 81 (7) weekdays connect well”, “more feeder services required”, and “route has changed”, Availability of seats 55 55 78 (14) 83 (10) “takes longer than before”. Service frequency 53 48 81 (10) 85 (8) peak times Cleanliness of – 39 – 91 (3) train stations SmartRider 39 – 97 (1) – 42 OperationalCorporate report snapshot / PTA in the/ Organisational community profile The importance rating of the key service characteristics of Transperth Transperth ferries bus services (other than passenger safety) and the respective levels of In 2016, 95 per cent of ferry users expressed overall satisfaction with satisfaction/dissatisfaction were as follows: Transperth ferry services (down five per cent). Satisfaction Level of overall customer satisfaction with Transperth Importance Service characteristic (dissatisfaction) ferries (per cent) rating (%) rating (%) 100 2015 2016 2015 2016 Punctuality 68 68 78 (12) 85 (9) 80 The cost of the fare 64 68 56 (13) 57 (13) 60 Cleanliness on board 52 57 94 (2) 96 (1) 40 Shelter provided 54 52 78 (15) 82 (11) at the bus stop 20 0 97 10 95 Availability of seats – 49 – 95 (2) 0 Service frequency 2014 2015 2016 48 47 71 (18) 75 (16) weekdays For the first time in five years, a level of dissatisfaction (two per cent) was 91 (5) recorded. The reduction in the satisfaction rating was likely to have been Ease of connecting bus to train 44 47 89 (6) caused by some crowding and ticketing issues resulting from the record between buses and trains 78 (13) increase in boardings and the ferry terminal being moved to the new train to bus Elizabeth Quay precinct. Bus drivers’ handling 47 43 87 (3) 92 (2) of the bus Speed of the trip 47 – 92 (3) – Operational report / PTA in the community 43 The importance rating of the key service characteristics of Transperth Transwa ferry services (other than passenger safety) and the respective levels of satisfaction/dissatisfaction were as follows: Overall customer satisfaction was maintained at a very high level.