Corporate Plan Key Performance Indicators April 2016 – March 2017 Appendix 1

For Comments comparison Activity This column highlights areas where last available Quarter 1 data Quarter 2 data Quarter 3 data Quarter 4 data Indicators -against a RAG Rating exceptions are being experienced, data (Q4 Apr to June 16 July to Sept 16 Oct to Dec 16 Jan to Mar 17 target or standard details extenuating circumstances 2015/16 unless and mitigating actions. stated) KPI 1 Affordability Affordability of April 2014 to April 2015 to March 2016 For monitoring purposes transport usage March 2015 costs: Data is based on index where 2003 = 100 This figure compares the rising costs of use of travel services and shows Benchmark - RPI +1%* that motoring costs have had the lowest increase in real terms since Bus - Commercial 205.0 200 N/A 2003. The data is reported annually Ferries – Commuter 200.0 226 N/A and covers the period 1 April 2015 to 31 March 2016. Ferries - Cruises 197.7 233 N/A Northern Rail 155.7 159 N/A *Benchmark of RPI +1% proposed, this would give target figure of 146 for 150.3 154 N/A 2016. Retail Price Index 142.3 144 For comparison Tolls 141.7 142 N/A **AA Motoring costs - No new figures for 2015/16 have been published. We AA Motoring Costs** 117.1 118** For comparison have used 2014/15 figures until an update is available

KPI 2 Patronage Bus - Supported For monitoring purposes No standard or target 7,142,590 1,617,904 1,348,593 1,594,035* 1,577,384 AMBER/ Supported service patronage is is set for bus GREEN generally declining due to reductions patronage in the in service. Transport Plan for Annual figure *This data has been updated since it Growth. + 6,137,916 was reported in Q3 to report the full Proposed benchmark quarterly figure. – maintain existing patronage. Q4 2015/16 supported bus patronage is an annualised figure for each quarter so is not comparable.

Bus - Commercial For monitoring purposes Patronage: number of 33.5m 34.1m 32.7m 35.6m 33.7m GREEN There was an increase on journeys commercial bus patronage in Q4 2016/17 when compared against the

same quarter in the previous financial year.

Merseyrail 01/04/15– Data not 01/04/16 – Data not 01/10/2016 - GREEN For monitoring purposes 31/03/16 available for this 30/09/16 available for this 31/03/2017 No standard or target quarter quarter De-annualised refers to the is set for rail 34,063,341 17,477,347 17,713,439 calculation method. Annualised data patronage. (cumulative) (de-annualised) (de-annualised) is received and is then halved. Proposed benchmark Half year patronage variance +1.35%, – maintain existing compared to same period of patronage compared 01/04/16– 2015/2016. to previous year. 31/03/17 35,426,878 (cumulative)

Northern Rail (City 01/04/15– Data not 01/04/16 – Data not 01/10/2016 - RED For monitoring purposes Line) 31/03/16 available for this 30/09/16 available for this 31/03/2017 quarter quarter De-annualised refers to the No standard or target 9,247,822 4,459,603 4,376,303 calculation method. Annualised data is set for rail (cumulative) (de-annualised) (de-annualised) is received and is then halved. patronage. Half year patronage variance -5.35%, Proposed benchmark compared to same period of 2015/16. – maintain existing 01/04/16– The incident of the landslip at Edge patronage compared 31/03/17 Hill, due to the collapse of a retaining to the previous year. 8,752,607 wall at an adjacent compound, (cumulative) prohibited access/egress to Lime Street Mainline Station, from 28/02/17 to 08/03/17, resulting in a serious impact on patronage. completed extensive work, including the removal of over 200 tonnes of earth/rubble, the rebuilding of the retaining wall, as well as replacing damaged track infrastructure. The effects of Storm Doris (23 & 24 February), also led to severe disruption to City Line services. A significant recovery in the performance of Northern City Line services, during the final period of the year, and moving forward into 2017/2018, will support the return to delivering improved patronage levels.

Queensway Tunnel Q1, 2, 3 & 4 Q4 Total annual increase of 2% for the throughput full year. 3.7% 2,637,761 2,616,219 2,648,954 2,750,777 GREEN 1% increase planned for based on comparable period for 2016/17 the previous year. 2% increase

Kingsway Tunnel Q1, 2, 3 & 4 Q4 Total annual increase of 8% for the throughput full year. 2.1% 4,146,919 4,217,951 4,237,157 4,159,221 GREEN 1% increase planned for based on comparable period for 2016/17 the year. 8% increase

Mersey Ferries Ferries patronage forecast is an forecast patronage annualised figure. Cruises 490,000 80,643 145,578 182,845 25,281 70,492 Annual patronage is down by 8% for (424,196)* the year, largely due to loss of service GREEN in quarter 3, Commuter patronage in

Commuter 132,000 29,659 35,249 40,557 11,086 quarter 4 increased by approximately 56,820 90% based on same period previous (143,712)* year due to cross river rail works. Overall patronage was up for this Total 622,000 110,302 180,827 223,402 36,367 127,312 quarter. (567,908)* *Total figures for 2016/17.

KPI 3 Reliability

Bus - supported 99.4% 99% 98% 98% 98% AMBER/RED The continued drop in performance is being investigated by the bus team Target – 99.5% and further updates can be supplied. Lower reliability of supported services this has been heavily impacted by Edge Lane roadworks – we are in the process of retiming journeys to deal with this issue. If a service is 15 minutes late or more we will treat it as a cancelled service even if it is actually heavily delayed. Delays of 40 minutes plus have been reported at Edge Lane.

Bus - Supported & 98% 97% 96% 96% 96% RED For monitoring purposes commercial combined Reliability target is 99.5% for Target – 99.5% supported and commercial bus combined. Reliability targets set by the Bus Alliance have also been set at 99.5% for Arriva and Stagecoach commercial operations.

Merseyrail reliability 01/04/15– 01/04/16 – 01/04/16 – 01/04/16 – 01/04/16 – GREEN For monitoring purposes and punctuality 31/03/16 25/06/16 17/09/16 10/12/16 31/03/17 The Public Performance Measure Public Performance 95% 96% 96% 96% 97% (PPM) shows the percentage of trains

Measure (PPM) - which arrive at their destination on 94% time. PPM combines figures for punctuality and reliability into a single performance measure. It is the industry standard measurement of performance. Merseyrail service performance surpassed the PPM benchmark of 94% across the whole of the network, for the period under review, achieving a PPM score of 97.47%. The Moving Annual Average also remains above benchmark overall, reaching 95.81%, ending the year on a positive note and improving on the previous year performance. A number of

infrastructure influences impacted on Merseyrail services (signal failures, track circuit and points failures). Merseyrail continues to work in close collaboration with Network Rail, to develop robust plans, to ensure the infrastructure is prepared for seasonality issues, in order to maintain a consistently high level of performance.

Northern Rail (City 01/04/15– 01/04/16 – 01/04/16 – 01/04/16 – 01/04/16 – AMBER/RED For monitoring purposes Line) reliability and 31/03/16 25/06/16 17/09/16 10/12/16 31/03/17 punctuality Following the commencement of the 98% 92% 93% 90% 89% new Northern Franchise (1 April

PPM target 91% 2016) performance information is now provided to , via Rail North. City Line PPMs are available per period, but we had previously only used them as reference. It is not possible to disaggregate the PPM or PPM MAA score for CIty Lines due to the ongoing problem with report through Rail North. The most significant incident to affect the performance of Northern's City Line services was the impact of a landslip, in the vicinity of Edge Hill Station. This prevented access/egress at Lime Street Mainline Station from 28/02/17 until 08/03/17. However, performance did make a marked recovery in the final period of the year, reaching 89.20%; the highest PPM score achieved over the last six periods of the year. The level of service cancellations and the number of services arriving at their destination on time, is also showing signs of improvement. Problems still remain with the delay in the provision of up-to-date periodic performance reports, via Rail North.

Queensway Tunnel - 94.7% 97% 94% 92% 95% GREEN Exceeded target, with closures Reliability suspended for cross river rail works. closed for no more than 10% of total available operating hours per annum due to planned/unplanned maintenance work (between 85-90%).

Kingsway Tunnel - 100% 100% 100% 100% 100% GREEN No full closures of Kingsway. Reliability Tunnels closed for no more than 10% of total available operating hours per annum due to planned /unplanned maintenance work (between 85-90%).

Mersey Ferries 98.5% 98% 96.6% 64% 97% AMBER/GREEN . commuter and cruise sailings

Benchmark - 98%

KPI 4 Punctuality

Supported bus 94.9% 91% 91% 91% 92% GREEN Consistent with Q3. This figure exceeds the Alliance's target of 88%. Bus alliance target - 88% at destination

Supported & 84% 80% 81% 80% 81% AMBER/RED For monitoring purposes commercial bus combined Commercial bus Commercial bus Commercial bus The drop experienced pre-Christmas only taken from only taken from only taken from has remained. An increase in

Bus alliance target - RTI data - 75% RTI data - 74% RTI data - 74% roadworks on high volume bus 88% at destination corridors such as Victoria Street and, higher traffic volumes through rail disruption have shown an impact of punctuality performance.

Merseyrail - reliability See reliability See reliability See reliability See reliability See reliability See reliability As reliability and punctuality is and punctuality reported as a combined figure, the information about this KPI is reported in KPI3 Reliability.

Northern Rail (City See reliability See reliability See reliability See reliability See reliability See reliability As reliability and punctuality is Line) reliability and reported as a combined figure, the punctuality information about this KPI is reported in KPI3 Reliability.

Queensway Tunnel Average time taken to travel journey times maintained despite increased traffic

due to cross river rail works. Average journey times for our customers.

Birkenhead to 00:04:27 00:04:22 00:04:21 00:04:28 00:04:33 GREEN

Liverpool to 00:04:12 00:04:11 00:04:08 00:04:16 00:04:19

Birkenhead Benchmark - 5m 10s

Kingsway Tunnel Average time taken to travel journey times maintained despite increased traffic

due to cross river rail works. Average journey times for our customers. GREEN to Liverpool 00:04:30 00:04:29* 00:04:29 00:04:38 00:04:40 Liverpool to Wallasey 00:04:41* 00:04:42 00:04:37 00:04:34 00:04:38 Benchmark - 4m 55s

Mersey Ferries 81.3% Q4 2015/16 is not comparable to the data reported in 2016/17 as it was Commuter sailings 98% 84% 68% 95% GREEN reported as a combined figure in Leisure sailings 99% 98% 74% 100% 2015/16. For 2016/17, the data collection has been enhanced and Benchmark - 95% can now be reported in more detail.

KPI 5 Safety

Public Transport Previous Survey April to December For monitoring purposes Customer Satisfaction (Quantitative Survey) Bus Stop 80% 79% 79% AMBER/GREEN The latest annual survey data for bus and rail services were carried out in autumn 2016.

On the Bus 86% 87% 87% GREEN There has been no significant change in the on board figures for autumn 2016.

Rail Station: Merseyrail 78% 81% 80% GREEN

Northern 72% 68% 70% AMBER/GREEN

On the train: 80% 86% 84% GREEN Merseyrail

Northern 79% 80% 80% GREEN Benchmark - 80%

Bus Incidents Q1 2015/16 Data is indexed to Data is indexed to Data is indexed Data is indexed to For monitoring purposes previous year’s previous year’s to previous previous year’s Data is indexed to quarter. 2015/16 quarter, 2015/16 year’s quarter, quarter, 2015/16 This bus data is based upon incidents previous year’s which are reported by bus drivers. Q1 = 100 Q2 = 100 2015/16 Q3 = Q4 = 100 quarter 2014/15 100 Q1 = 100 There were three separate locations that saw increases in incidents of Criminal damage 63.2 210* 95.2* 120.1 142.5 AMBER/RED criminal damage. Multi agency operations took place and incidents have since reduced in these areas.

Anti-social 81.1 153.5* 74.0* 84.1 54.5 GREEN behaviour

115.4 76.7* 90.7* 92.3 112.5 Violence against AMBER / person (staff) GREEN

KPI 6 Customer Satisfaction

Mystery Shopper In February, pilot mystery shops took (Qualitative Survey) place across bus and rail to test the 100% GREEN rail replacement service during the Wirral Loop line Track Renewal works and the launch of the new Adult Day Solo place during February. The first wave of 100 shops were completed in March and covered rail stations, rail journeys, , Mersey Ferries, Spaceport and Traveline. Note feedback is qualitative and shared with Heads of Service (no longer available as percentages) although the target of surveying 100 shops has been met.

Public Transport Previous survey Customer satisfaction tracker survey – 90%* of customers ‘fairly’ or ‘very’ This is an annual exercise. Customer Satisfaction satisfied with Merseytravel Services*. (Quantitative Survey) *The overall satisfaction figure of 90% is a composite of the satisfaction scores weighted by the patronage Bus Services 89% N/A 90% GREEN data.The surveys for Merseyrail Rail Services: services were carried out in January -Merseyrail 93% 90% 95% GREEN to March 2016 and the results published in June 2016 (Q1). This figure will be updated when the Northern Line data is available. GREEN -Northern City 87% N/A 89% The surveys for Merseyrail services Line were carried out in September to December 2016 and the results Ferry and N/A N/A N/A N/A visitor published in Feb 2017 (Q4). The bus surveys were carried out in Q3. attractions

N/A N/A The results are used internally to Queensway and N/A N/A inform service delivery and also in Kingsway discussions with operators with a Tunnels view to improve the service offer.

Response times to Area to highlight are Hubs with a 79% Customer response rate with 91 comments

being received and Tunnels with an Full responses to end 83% response rate with 95 comments user to be issued Total % within Total % within Total % within Total % within Total % within being received. received 21 days received 21 days received 21 days received 21 days received 21 days within 21 days Asset Man. 313 88% 172 88 231 90 274 88 218 96 AMBER/GREEN Corporate Eng. 37 100% 37 100 29 100 16 100 14 100 GREEN Customer & Business D. 106 100% 107 98 150 100 96 100 121 100 GREEN Customer Delivery: - Ferries 49 92% 115 87 198 88 87 100 52 91 AMBER/GREEN - Hubs 108 96% 110 80 113 91 93 91 91 79 AMBER/GREEN - Smart Tick. 154 96% 115 82 96 87 82 89 91 91 AMBER/GREEN - Tunnels 106 97% 100 84 117 91 142 95 95 83 AMBER/GREEN IT 2 100% 2 100 4 100 2 100 3 100 GREEN Legal, Democratic 13 69% 6 100 7 67 9 100 7 100 GREEN Serv. & Proc. Bus 282 91% 325 89 511 92 416 98 541 96 AMBER/GREEN Rail 172 90% 117 67 135 90 194 89 222 97 AMBER/GREEN Policy and LTP D. 0 N/A 1 100 1 100 1 100 1 100 GREEN Total 1342 92% 1207 87% 1592 92% 1412 94% 1455 94% AMBER/GREEN

KPI 7 Connectivity to and within the City Region

Measure of core city For monitoring purposes direct rail linkages external to There has been a substantial reduction in Internal connectivity of the Merseyside rail network, this is Number of direct owing to the Wirral Line engineering linkages between key works – particularly those impacts on Great Britain nodes: cross-Liverpool journeys, where one at Moorfields, Central Liverpool 9 9 9 9 9 AMBER/GREEN and Lime Street is replaced by two or Glasgow 9 9 9 9 9 more interchanges, be this via Bristol 11 11 11 11 11 walking or rail replacement bus. Newcastle 12 12 12 12 12 Manchester 14 14 14 14 14 The new Northern and TransPennine London 15 15 15 15 15 franchises will improve connectivity between the LCR, the wider region and further afield with improved Internal connectivity 36.3% 36.3% 36.1% 36.1% 27.9% AMBER/RED service provision, journey times and of the Merseyside rail routes including restoring direct links network (no change) (no change) (no change) to Scotland from December 2018.

This will leave the need to restore

direct linkages to South Wales, the South West and Thames Valley / Connectivity of 52.6% 52.6% 52.6% 52.6% 52.2% AMBER/GREEN South Coast in order to raise the city Merseyside connectivity to that of other key (combined rail and (no change) (no change) (no change) (no change) nodes. bus figure)

The Mersey Tunnels and Mersey Ferries data was checked for Q1 on 26/07/16, Q3 on 31/01/17 and Q4 on 24/04/17.

Key LCR PPM Public Performance Measure LTP Local Transport Plan

NOTE – where it says ‘For Monitoring Purposes’, this is due to the fact that Merseytravel not being able to control the operations of the indicator, there being no target set or Merseytravel not being able to affect performance during the annual cycle.

+ Direction of Travel Indicators have been included where data can be compared between Q3 and Q4