TransLink Tracker October–December 2016 Q2 About TransLink

TransLink, a division of the Department of Transport and Main Roads, is responsible for leading and shaping ’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 , Sunshine and Gold Coast regions, as well as and Mackay. Within (SEQ), TransLink operates across eight zones and seven regions. The network stretches from in the north to Coolangatta in the south and west to Helidon. In North Queensland, 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 suburbs. TransLink also manages a network for the City of Mackay and surrounds up to the Northern Beaches, south to Sarina and west to Mirani.

TransLink has state-wide responsibility for:

• mass transit including bus, train, ferry and tram across South East Queensland

• buses in Cairns and Mackay and other regional centres including , and

• active transport (cycling and walking)

• personalised Transport Regulation including taxi, limousines and ride-booking

• long distance rail, coaches and regulated air travel.

TransLink operates with a ‘Customer first’ focus and our purpose is creating a single integrated passenger transport network accessible to everyone.

For more information

Web .com.au

Phone 07 3338 4000

Fax 07 3338 4001

Mail TransLink Tracker TransLink Division GPO Box 50 Brisbane Qld 4001

For timetable and public transport information, visit translink.com.au or call 13 12 30 anytime. Contents

2 Foreword 6 Tram punctuality and 9 customer complaints 4 Patronage reliability 10 Customer satisfaction 4 Total network-wide 7 Customer enquiries patronage – quarterly 7 Total customer interactions 10 Overall satisfaction 4 Bus patronage – quarterly 10 Safety and security 7 Journey planner 4 Bus patronage by SEQ customer interactions 10 Reliability and frequency region 7 Customer complaints 11 Comfort of ride 5 Train patronage – quarterly 8 go card 11 Ease of use 5 Ferry patronage – 11 Proximity quarterly 8 go card use network-wide 12 Efficiency 5 Tram patronage – 8 go card use by mode quarterly 12 Information 9 go card fixed fares 5 Fare and subsidy per trip 12 Helpfulness of staff 9 go card adjustments 6 Services on-time running 13 Affordability and services delivered 13 Accessibility 6 Bus on-time running – 13 go card Overall 14 Passenger safety and 6 Bus on-time running – fare evasion by SEQ region 14 Fines and warnings 6 Train on-time running and services delivered 14 Passenger injuries

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 1 Foreword

Welcome to the second edition of TransLink Tracker for 2016/17.

A high quality, reliable public transport system is integral to keeping our growing state connected. From Cairns to Coolangatta, we want Queenslanders to choose Translink services to get around. That’s why we are always striving to deliver a great experience for commuters.

SEQ.

I am proud and privileged to once again serve the commuters of Queensland as Transport Minister. I am passionate about public transport and am committed to rebuilding trust in the network.

I will ensure that all 36 recommendations of the Strachan Commission of Inquiry Report are implemented and that is providing a reliable, safe and modern service to Queenslanders.

Core to this goal is a commitment to the customer – we will always put Queensland

That’s why in December 2016 we introduced Fairer Fares, delivering cheaper public transport across the whole network.

Public transport must be affordable and through Fairer Fares customers now enjoy reduced fares across all zones, providing real cost of living relief. Commuters are saving up to 34 per cent per trips and hundreds of dollars a year.

zones from 23 to eight, extending off-peak discount and providing free travel on weekends for children aged 5-14 years.

These are the sorts of policies that we know make a real difference to

As we move towards the 2018 Gold Coast Commonwealth Games, the biggest sporting event in Queensland in a generation, our Government is committed to delivering a modern, reliable network that all Queenslanders can be proud of.

JACKIE TRAD MP

Deputy Premier, Minister for Transport and Minister for Infrastructure and Planning

2 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 3 Total network-wide patronage – quarterly

2017 – Million trips 2016

2015–2016 Patronage

26.59 Bus patronage – quarterly

million trips

12.16 million trips Million trips 1.66 2016–2017 million trips

2015–2016 2.03 million trips

There were 42.44 million trips taken Bus patronage by SEQ region across the SEQ TransLink network during during Q2. SEQ Region 2015-16 Q1 2015-16 Q2 2016-17 Q1 2016-17 Q2 This is a decrease of 1.5 per cent or Brisbane Region 20,243,109 18,167,850 20,021,012 17,909,715 about 650,000 trips compared with the Sunshine Coast 1,433,514 1,334,745 1,405,278 1,307,975 same period the previous year. Northern Region 1,506,242 1,397,966 1,447,040 1,273,290 Bus patronage fell 2.4 per cent or more Eastern Region 767,310 709,697 771,516 706,555 than 650,000 trips to 26.59 million. Southern Region 1,733,518 1,580,609 1,690,511 1,528,854 The number of train trips increased by Western Region 584,604 542,960 563,390 466,680 approximately 273,000 (0.2 per cent) to 12.16 million, up from 12.13 million Gold Coast 3,592,309 3,508,237 3,574,803 3,397,530 for the same quarter last year. This was Total 29,860,606 27,242,064 29,473,550 26,590,599 due to the train line opening in early October.

4 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Train patronage – quarterly

2016–2017 Million trips

2015–2016 Ferry patronage – quarterly1

Light rail patronage rose to 2.03 million this quarter, compared with 1.96 million for the same period the previous year.

2016–2017 This represents an increase of more Million trips than 63,000 trips or 3.2 per cent.

Ferry trips decreased by almost

2015–2016 90,000 or 5.1 per cent over the same comparative period. Brisbane City Council has run fewer CityCat services Tram patronage – quarterly and operating the remainder at lower speeds north of Bulimba due to speed restrictions on the Brisbane River to allow for the Kingsford Smith Drive upgrade.

Million trips 2016–2017

2015–2016

Fare and subsidy per trip In Q2, the average fare per trip paid by customers was $2.15 and the average subsidy per trip was $7.28.

The Q2 subsidy is based on network funding from the Queensland

Government of $400.6 million less fare

$ Dollars revenue of $91.1 million for this quarter.

Subsidy per trip

Revenues collected through fares made up 22.7 per cent of total funding during Q2. Fare per trip

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. These customers returned to the network in Q1 2015/16.

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 5 Bus on-time running – overall 1 2 3

Per cent Benchmark On-time running

Services on-time running and services Bus on-time running – by SEQ region delivered SEQ Region 2014-15 Q4 2015-16 Q1 2015-16 Q4 2016-17 Q1 Brisbane Region 83.57% 84.24% 87.90% 88.49% Sunshine Coast 96.37% 97.62% 95.56% 97.25% 95.48% bus Northern Region 97.76% 98.41% 96.47% 96.03% Eastern Region 98.28% 98.32% 97.75% 97.92% 93.43% train Southern Region 90.24% 89.19% 82.95% 85.27% Western Region 93.66% 95.32% 90.91% 88.58% Gold Coast 95.62% 97.39% 94.32% 96.70% Train and bus operators are contracted to meet benchmarks for on-time Train on-time running and services delivered 4 running.

Bus on-time running for Q2 was 95.48 per cent. The quarterly figure continues to perform above the 90 per cent benchmark set by TransLink Division.

Peak on-time running for trains this Benchmark quarter was 93.43 per cent. The benchmark for on-time running of Per cent CityTrain services in peak times is 95

per cent. On-time running Services delivered

Tram data is presented as punctuality and reliability instead of on-time running. 5 Punctuality is a measure of how close Tram punctuality and reliability to timetable the trams run, whereas reliability is a measure of whether a Reliability scheduled service actually ran.

In this quarter, punctuality was 99.6 per Per cent cent and reliability was 99.61 per cent. Punctuality This tram data is also reported online at http://ridetheg.com.au/get-up-to-date/

Footnote 1 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.

6 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Total customer interactions 6 Customer enquiries

12.91 million

Website

More than 12.91 million customer 13 12 30

Customer interactions (million) interactions Customer enquiries were received via the TransLink Division website and contact centre in Q2, eclipsing the previous record of 12.8 million set in Q1 2016-17. 6 Journey planner customer interactions This comprised of 12.57 million enquiries to the website and more than 341,000 enquiries to the TransLink Divisions 24/7 contact centre. Website enquiries were 23.9 per cent higher than in Q2 2015/16.

Enquiries to the contact centre via the

Website website regarding the Journey Planner rose 40.3 per cent from Q2 2015/16’s mark to 9.95 million. 13 12 30 Customer interactions (million) Enquiries to the contact centre via phone rose 0.8 per cent up from about 171,050 to 172,300.

Customer complaints In Q2, TransLink’s journey planner accounted for 78.4 per cent of all enquiries received through the website and contact centre.

This figure is made up of 79.1 per cent of

all visits to the website and 50.5 per cent

of all enquiries to the contact centre. Overall customer complaints this quarter

Per 10,000 trips were 2.66 per 10,000 trips. go card complaints were 0.13 per 10,000 go card 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.

Footnote 4 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.

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 7 go card use network-wide

Per cent of all trips

go card go card use by mode

86.6 % of all trips

The go card was used on 86.6 per cent Tram of all trips taken across the TransLink card trips go

Division public transport network during Ferry

Q2, up from 85.9 per cent for the same Million quarter last year. Train Bus However the total number of go card trips has decreased by about 246,000 trips or 0.7 per cent compared with the same quarter in 2015-16. go card use across all modes remained static compared with the same quarter last year, except bus.

8 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 go card fixed fares

card trips go

Per cent of all

Fixed fares go card adjustments Fixed fares only

1.78 % of trips

The number of fixed fares - no recorded card trips touch on or touch off for the go card go trip - is 1.78 per cent of all trips, up from 1.68 per cent in Q1 2016/17.

Per 10,000 Many customers received an automatic adjustment to their go card during December 2016 due to delays on the rail network. This resulted in an increase in this category this quarter. go card customer complaints1 Customers who experience issues with their go card or wish to query

their transactions can submit an

enquiry through the TransLink website

translink.com.au or phone TransLink’s

24-hour contact centre on 13 12 30. card trips

go

Per 10,000

Footnote 1 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.

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 9 Overall satisfaction

Ferry

Train Train

Bus

Customer satisfaction Safety and security

The quarterly customer satisfaction Ferry survey undertaken by TransLink

measures and compares changes in Train the opinions of public transport users Bus across South East Queensland. The survey measures satisfaction with bus, train and ferry services and is conducted by an independent market research company.

Due to different survey questions and Reliability and frequency methodology, tram customer satisfaction is unable to be aligned with bus, train and ferry results and is not reported in TransLink Tracker.

Ferry

Train

Bus

10 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Comfort of ride

Ferry

Train Train Bus

Ease of use

Satisfaction levels of 75 and above are

Ferry classed ‘best practice’, while 60 and

above is considered to be ‘satisfactory’. Train Train This report records an overall Bus satisfaction result and results from 10 categories for bus, train and ferry. Each

category is made up of a sub-category and the sub-category score for go card is also recorded in this report.

Proximity Customer satisfaction results naturally increase and decrease, but the changes are usually within the margin of error for the survey and do not necessarily represent a statistically significant change in the data. Monthly customer satisfaction results Ferry are reported here: https://publications.

Train Train qld.gov.au/dataset/translink-public- transport-performance-snapshots Bus

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 11 Efficiency

Ferry

Train Train

Bus

Information

Ferry

Train Train

Bus

Helpfulness of staff

Ferry

Train Train

Bus

12 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Affordability

Ferry

Train Train

Bus

Accessibility

The corporate events market is Ferry a growing sector of South East Queensland’s economy with more than Train Train one million delegate attendance days at Bus events in SEQ each year. This is a significant opportunity for TransLink to grow patronage off the back of a non-traditional public transport customer segment. go card The go Event product has been developed in consultation with industry stakeholders and aims to provide conference and corporate

event organisers with convenient and accessible public transport options for

Ferry event delegates.

It provides delegates with unlimited Train Train travel for the duration of their event on

Bus all TransLink bus, train, ferry, and tram services (excluding Airtrain).

TransLink has had high demand from industry partners and positive feedback from customers with over 20,000 delegate travel days at 34 events during the pilot of the product in 2016.

Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 13 Fines and warnings 1 2

Issued

Warnings

Fines

Passenger safety and fare evasion Passenger injuries 2

Tram Senior Network Officers are a key Per 10, 000 trips component of TransLink’s strategy Bus to protect fare revenue and improve Train Train customer service and safety on all modes of public transport.

There are currently 60 Senior Network Officers working alongside 20 Queensland Rail Authorised Officers, 59 Queensland Police Service Rail Squad Officers and 24 G:Link Customer Service Officers covering bus, rail, tram and ferry services on the TransLink South East Queensland network.

This combined workforce issued 4885 fines and 6051 warnings during the second quarter of 2016-17.

Footnote 1 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.

14 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q2 15 13 QGOV (13 74 68) www.translink.com.au | www.qld.gov.au