SouthLink
Service Standard Report April - June 2013
Page 2
Sample and Methodology 3
Hills—Main Findings 4-5
Outer North—Main Findings 6-7
Outer South—Main Findings 8-9
HILLS
On-Time Running 11
Connections 12
Vehicle Condition—Exterior/Interior 12-13
Driver Quality—Courtesy/Safety/Appearance/Special Needs/Driver Response 14-16
Process Compliance—Signage 17
Signage—Onboard 18
Ticketing 19
Test Ticket Information 20
Fare Evasion 21
OUTER NORTH
On-Time Running 23
Connections 24
Vehicle Condition—Exterior/Interior 24-25
Driver Quality—Courtesy/Safety/Appearance/Special Needs/Driver Response 26-28
Process Compliance—Signage 29
Signage—Onboard 30
Ticketing 31
Test Ticket Information 32
Fare Evasion 33
OUTER SOUTH
On-Time Running 35
Connections 36
Vehicle Condition—Exterior/Interior 36-37
Driver Quality—Courtesy/Safety/Appearance/Special Needs/Driver Response 38-40
Process Compliance—Signage 41
Signage—Onboard 42
Ticketing 43
Test Ticket Information 44
Fare Evasion 45
Contents
Page 3
The sample size was derived from the number of trips supplied in any given week, with separate sample sizes defined for each
contract area, given the sample size the number of trips deemed appropriate to give a valid sample is stratified across the day
types based upon their respective proportion in a given week.
Between the 1st April - 30th June 2013;
• 1070 audits onboard SouthLink services.
• 365 audits in the Outer South contract area.
• 374 audits in the Outer North contract area.
• 331 audits in the Hills contract area.
The trips audited represent 6.6% of the 16,218 trips supplied (defined as the number of trips available for five weekdays, plus a
Saturday and Sunday) in all contract areas for one whole week Sunday to Saturday. The sample base is selected from trips listed
on PTS approved timetables submitted by SouthLink.
Sample and Methodology
Table 1.1
Contract Area Weekday Trips Audited Saturday Trips Audited
Sunday Trips
Audited Trips Audited Trips Supplied
SouthLink Outer South 308 29 28 365 6,263
SouthLink Outer North 324 27 23 374 7,695
Southlink Hills 301 18 12 331 2,260
TOTAL 933 74 63 1,070 16,218
Page 4
Hills - Main Findings ON-TIME RUNNING
A vehicle in the course of a scheduled trip departs from a place nominated in the timetable (Timepoint) not more than 59 seconds
before and not more than 4 minutes and 59 seconds after the time stated in the timetable as the relevant departure time.
In April - June 2013;
• 90.63% of services audited were on time.
• 9.06% of services audited were late.
• 0.30% of services audited were early.
TRIPS RUN
A vehicle embarks on a scheduled trip from a terminus not later than the time stated in the timetable for the departure of the next
scheduled service on the same route.
In April - June 2013;
• 0.00% of services audited did not run.
CONNECTIONS ACHIEVED
A vehicle in the course of a scheduled trip arrives at a place indicated in the timetable with words such as “connect” or “transfer
passengers to” or a symbol representing a connection, and meets the connecting service.
In April - June 2013;
• 100% service connections.
VEHICLE CONDITION
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 99.7% acceptable interior cleanliness.
• 100.0% acceptable exterior cleanliness.
Page 5
Hills - Main Findings DRIVER QUALITY
Driver standards are audited in relation to courtesy, safety, appearance and assistance required.
In April - June 2013;
• 100.0% acknowledging passengers.
• 100.0% response to passenger enquiries.
• 99.7% smooth ride.
• 100.0% compliance with road rules.
• 100.0% bus parked close to kerb as possible.
• 100.0% ensured unsteady passengers seated before driving.
• 0.0% use of personal electronic equipment whilst driving.
• 100.0% acceptable uniform.
• 100.0% acceptable personal appearance.
• 100.0% acceptable personal behaviour.
PROCESS COMPLIANCE
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 100.0% displayed destination sign.
• 97.6% displayed shift number.
SIGNAGE - ONBOARD
In April - June 2013;
• 100.0% displayed ‘Welcome Aboard’ sign.
• 100.0% displayed concession pass schedule.
• 100.0% displayed metroticket fare schedule.
• 100.0% displayed stickers for disability/elderly priority seating.
FARE EVASION
In April - June 2013;
• 1.41% of passengers observed boarding the vehicle without validating a ticket.
The reported level of fare evasion is based on Auditor sightings of non validation. No allowance has been made for special
passes nor has machine failure been attributed. Above all, the percentage shown is not representative of 100% bus trips
Further breakdowns can be found throughout the report.
Page 6
Outer North - Main Findings ON-TIME RUNNING
A vehicle in the course of a scheduled trip departs from a place nominated in the timetable (Timepoint) not more than 59 seconds
before and not more than 4 minutes and 59 seconds after the time stated in the timetable as the relevant departure time.
In April - June 2013;
• 88.77% of services audited were on time.
• 9.36% of services audited were late.
• 0.53% of services audited were early.
TRIPS RUN
A vehicle embarks on a scheduled trip from a terminus not later than the time stated in the timetable for the departure of the next
scheduled service on the same route.
In April - June 2013;
• 0.53% of services audited did not run.
CONNECTIONS ACHIEVED
A vehicle in the course of a scheduled trip arrives at a place indicated in the timetable with words such as “connect” or “transfer
passengers to” or a symbol representing a connection, and meets the connecting service.
In April - June 2013;
• 100% service connections.
VEHICLE CONDITION
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 99.5% acceptable interior cleanliness.
• 99.7% acceptable exterior cleanliness.
Page 7
Outer North - Main Findings DRIVER QUALITY
Driver standards are audited in relation to courtesy, safety, appearance and assistance required.
In April - June 2013;
• 100.0% acknowledging passengers.
• 100.0% response to passenger enquiries.
• 100.0% smooth ride.
• 100.0% compliance with road rules.
• 100.0% bus parked close to kerb as possible.
• 100.0% ensured unsteady passengers seated before driving.
• 0.0% use of personal equipment whilst driving.
• 100.0% acceptable uniform.
• 100.0% acceptable personal appearance.
• 99.7% acceptable personal behaviour.
PROCESS COMPLIANCE
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 99.5% displayed destination sign.
• 94.6% displayed shift number.
SIGNAGE - ONBOARD
In April - June 2013;
• 100.0% displayed ‘Welcome Aboard’ sign.
• 100.0% displayed concession pass schedule.
• 100.0% displayed metroticket fare schedule.
• 99.7% displayed stickers for disability/elderly priority seating.
FARE EVASION
In April - June 2013;
• 0.90% of passengers observed boarding the vehicle without validating a ticket.
The reported level of fare evasion is based on Auditor sightings of non validation. No allowance has been made for
special passes nor has machine failure been attributed. Above all, the percentage shown is not representative of 100%
bus trips
Further breakdowns can be found throughout the report.
Page 8
Outer South - Main Findings ON-TIME RUNNING
A vehicle in the course of a scheduled trip departs from a place nominated in the timetable (Timepoint) not more than 59 seconds
before and not more than 4 minutes and 59 seconds after the time stated in the timetable as the relevant departure time.
In April - June 2013;
• 90.14% of services audited were on time.
• 8.49% of services audited were late.
• 1.37% of services audited were early.
TRIPS RUN
A vehicle embarks on a scheduled trip from a terminus not later than the time stated in the timetable for the departure of the next
scheduled service on the same route.
In April - June 2013;
• 0.0% of services audited did not run.
CONNECTIONS ACHIEVED
A vehicle in the course of a scheduled trip arrives at a place indicated in the timetable with words such as “connect” or “transfer
passengers to” or a symbol representing a connection, and meets the connecting service.
In April - June 2013;
• 100% service connections.
VEHICLE CONDITION
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 98.9% acceptable interior cleanliness.
• 100.0% acceptable exterior cleanliness.
Page 9
Outer South - Main Findings DRIVER QUALITY
Driver standards are audited in relation to courtesy, safety, appearance and assistance required.
In April - June 2013;
• 100.0% acknowledging passengers.
• 100.0% response to passenger enquiries.
• 99.7% smooth ride.
• 100.0% compliance with road rules.
• 99.7% bus parked close to kerb as possible.
• 100.0% ensured unsteady passengers seated before driving.
• 0.0% use of personal electronic equipment whilst driving.
• 100.0% acceptable uniform.
• 100.0% acceptable personal appearance.
• 100.0% acceptable personal behaviour.
PROCESS COMPLIANCE
Compliance with processes determined in accordance within the contract.
In April - June 2013;
• 99.5% displayed destination sign.
• 94.2% displayed shift number.
SIGNAGE - ONBOARD
In April - June 2013;
• 100.0% displayed ‘Welcome Aboard’ sign.
• 100.0% displayed concession pass schedule.
• 100.0% displayed metroticket fare schedule.
• 100.0% displayed stickers for disability/elderly priority seating.
FARE EVASION
In April - June 2013;
• 1.75% of passengers observed boarding the vehicle without validating a ticket.
The reported level of fare evasion is based on Auditor sightings of non validation. No allowance has been made for
special passes nor has machine failure been attributed. Above all, the percentage shown is not representative of 100%
bus trips
Further breakdowns can be found throughout the report.
Page 10
Hills
Service Standard Report April - June 2013
Page 11
April - June 2013
On-Time Running
Table 2.1
Hills On Time Running
0.30%
90.63%
9.06%
0.00%0.30%
93.35%
6.34%
0.00%
Early
On time
Late
Did not run
Figure 2.1
Figure 2.2
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
10+ min early 0.00% 0.00% 0.00% 0.00%
3-9 min early 0.00% 0.00% 0.05% 0.05%
1-2 min early 0.30% 0.30% 0.64% 1.41%
On-time (<4.59 min late) 93.35% 90.63% 84.84% 83.97% 93.40% 90.63% 69.50% 68.70%
5-6 late 0.91% 3.32% 3.01% 3.78%
6-9 min late 3.93% 3.93% 7.31% 6.65%
10+ min late 1.51% 1.81% 3.97% 4.01%
Did Not Run 0.00% 0.00% 0.18% 0.14%
10+ min late 1.81% 1.21% 2.52% 2.87% 0.50% 0.55% 8.60% 9.60%
Bus departure time
Bus arrival time
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
With the commencement of the new contracts, a bus is considered to be on-time if it departs a time-point along a route no more
than 1 minute early and no more than 4 minutes and 59 seconds late.
In April - June 2013;
• 90.63% of services departed on time.
• Early running occurred on 0.30% of services.
• Late running was 9.06%.
• Services reported as Did Not Run was 0.00%.
January - March 2013
0
10
20
30
40
50
60
70
80
90
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
On-Time Late Departing Early Departing
Hills On Time Running
Percentage
Page 12
In April - June 2013;
• Acceptable ratings for exterior cleanliness were 100.0%.
January - March 2013 April - June 2013
Connections
Vehicle Condition - Exterior
In April - June 2013;
• 8.5% of trips were required to connect to another service, with 100.0% of these connections successful.
Table 2.2
Table 2.3
Figure 2.3
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Bus required to connect
Yes 6.0% 8.5% 5.8% 5.7% n/a n/a n/a n/a
No 94.0% 91.5% 94.2% 94.3%
Mode
Bus 100.0% 8.5% 100.0% 100.0% n/a n/a n/a n/a
Train 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Not applicable 0.0% 91.5% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Able to transfer
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0%
I f No, why not?
Bus arrived late n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Bus, train departed early n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Bus, train not seen n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Insufficient transfer time n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Not applicable n/a n/a 100.0% 100.0% n/a n/a n/a n/a
Passengers asked to re-validate at terminus on change of route number
Yes 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 0.0% 0.0% 0.0% 0.0%
N/A 100.0% 100.0% 100.0% 100.0%
Southlink Hills Total All Contract Areas Best Performing Contract Worst Performing Contract
Hills Vehicle Exterior Cleanliness
3.3%
96.1%
0.6%
0.0%10.6%
88.2%
1.2%
0.0%
Excellent
Good
Fair
Poor
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Vehicle exterior clean
Excellent + Good + Fair 100.0% 100.0% 99.9% 99.9% 100.0% 100.0% 99.7% 99.7%
Excellent 10.6% 3.3% 2.6% 0.7%
Good 88.2% 96.1% 92.0% 90.6%
Fair 1.2% 0.6% 5.3% 8.6%
Poor 0.0% 0.0% 0.1% 0.1%
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
Page 13
In April - June 2013;
• Acceptable ratings for interior cleanliness were 99.7%.
January - March 2013 April - June 2013
Vehicle Condition - Interior
Table 2.4
Figure 2.4
Figure 2.5
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Vehicle interior clean
Excellent + Good + Fair 99.7% 99.7% 99.7% 99.5% 100.0% 100.0% 99.5% 98.9%
Excellent 12.1% 2.7% 4.1% 0.5%
Good 80.1% 94.3% 81.5% 88.0%
Fair 7.6% 2.7% 14.2% 10.9%
Poor 0.3% 0.3% 0.3% 0.5%
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
Hills Vehicle Interior Cleanliness
2.7%
94.3%
2.7%
0.3%
12.1%
80.1%
7.6%0.3%
Excellent
Good
Fair
Poor
90
92
94
96
98
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Exterior Cleanliness (Exc/Good) Interior Cleanliness (Exc/Good)
Hills Cleanliness
Prior to Jan-Mar 2012
categories included
Excellent/Good only
Jan-Mar 2012 onwards
categories Excellent/Good/Fair
included.
Page 14
In April - June 2013;
• Acceptable ratings for acknowledging passengers was 100.0%.
• Response to passenger enquiries category was 100.0%.
• Drivers who allowed boarding or alighting between stops 90.9% did so at safe locations.
Driver Quality - Courtesy
Table 2.5
Figure 2.6
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Excellent + Good + Fair 100.0% 100.0% 99.9% 99.9% 100.0% 100.0% 99.5% 99.2%
Excellent 15.1% 22.1% 6.1% 8.3%
Good 77.3% 69.8% 74.7% 68.6%
Fair 7.6% 8.2% 19.1% 23.0%
Poor 0.0% 0.0% 0.1% 0.1%
Excellent + Good + Fair 100.0% 100.0% 99.2% 100.0% 100.0% 100.0% 97.9% N/A
Excellent 29.7% 22.7% 13.9% 11.1%
Good 67.6% 72.7% 73.8% 72.1%
Fair 2.7% 4.5% 11.5% 16.8%
Poor 0.0% 0.0% 0.8% 0.0%
Board or alight between stops*
Yes 100.0% 90.9% 93.8% 91.5% 100.0% 100.0% 75.0% 66.7%
No 0.0% 9.1% 6.3% 8.5%
I f Yes, board/alight at safe locations*
Yes 100.0% 100.0% 100.0% 93.0% 100.0% 100.0% N/A 50.0%
No 0.0% 0.0% 0.0% 7.0%
Acknowledging passengers
Response to passenger enquiries*
* Not applicable cases have been excluded from the percentage base
Southlink Hills Total All Contract Areas Best Performing Contract Worst Performing Contract
50
55
60
65
70
75
80
85
90
95
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Acknowledging Passengers (Exc/Good/Fair) Response to Passenger Enquiries (Exc/Good/Fair)
Hills Driver Courtesy
Prior to Jan-Mar 2012 categories
included Excellent/Good onlyJan-Mar 2012 onwards categories
included Excellent/Good/Fair.
Page 15
Table 2.7
Driver Quality - Safety
In April - June 2013;
• Acceptable ratings for smooth ride were 99.7%.
• Compliance with road rules category was 100.0%.
• Ensured unsteady passengers seated before driving category was 100.0%.
Table 2.6
Driver Quality - Appearance
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Smooth ride
Excellent + Good + Fair 100.0% 99.7% 99.9% 99.8% 100.0% 100.0% 99.7% 99.5%
Excellent 9.7% 10.6% 4.9% 4.4%
Good 88.5% 86.1% 83.9% 85.3%
Fair 1.8% 3.0% 11.0% 10.1%
Poor 0.0% 0.3% 0.1% 0.2%
Compliance with road rules
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.7% N/A
Excellent 11.8% 10.3% 4.9% 4.4%
Good 87.9% 89.4% 92.8% 93.4%
Fair 0.3% 0.3% 2.2% 2.2%
Poor 0.0% 0.0% 0.0% 0.0%
Bus parked Close to Kerb as possible
Excellent + Good + Fair 100.0% 100.0% 100.0% 99.8% 100.0% 100.0% N/A 98.9%
Excellent 10.0% 10.3% 5.1% 4.3%
Good 89.7% 88.5% 92.1% 92.0%
Fair 0.3% 1.2% 2.8% 3.4%
Poor 0.0% 0.0% 0.0% 0.2%
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A 99.7%
Excellent 11.2% 7.3% 6.1% 3.3%
Good 87.0% 91.2% 88.8% 90.8%
Fair 1.8% 1.5% 5.0% 5.8%
Poor 0.0% 0.0% 0.0% 0.0%
Use of personal electronic equipment whilst driving
Yes 0.3% 0.0% 0.3% 0.1% 0.0% 0.0% 0.8% 0.5%
No 99.7% 100.0% 99.7% 99.9%
Driver physically alert and prepared
Yes 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.0% 0.0% 0.1% 0.0%
Southlink Hills Total All Contract Areas Best Performing Contract Worst Performing Contract
Ensured unsteady passengers seated before driving
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Uniform
Excellent + Good + Fair 100.0% 100.0% 100.0% 99.8% 100.0% 100.0% 99.7% 99.2%
Excellent 12.1% 16.0% 12.6% 11.9%
Good 87.9% 84.0% 87.3% 87.5%
Fair 0.0% 0.0% 0.1% 0.4%
Poor 0.0% 0.0% 0.0% 0.2%
Personal appearance
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
Excellent 12.1% 15.1% 14.1% 13.7%
Good 87.9% 84.9% 85.6% 86.2%
Fair 0.0% 0.0% 0.3% 0.1%
Poor 0.0% 0.0% 0.0% 0.0%
Personal behaviour
Excellent + Good + Fair 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% 99.7%
Excellent 13.6% 13.6% 9.2% 5.1%
Good 85.8% 86.4% 89.6% 93.7%
Fair 0.6% 0.0% 1.1% 1.2%
Poor 0.0% 0.0% 0.1% 0.0%
Driver eat whilst vehicle in motion
Yes 0.0% 0.0% 0.1% 0.1% 100.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
Driver drink whilst vehicle in motion
Yes 0.0% 0.0% 0.1% 0.1% 0.0% 0.0% 0.3% 0.3%
No 100.0% 100.0% 99.9% 99.9%
Driver smoke whilst on board the vehicle
Yes 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% N/A 0.3%
No 100.0% 100.0% 100.0% 100.0%
Driver stop for personal business
Yes 0.0% 0.0% 0.1% 0.1% 0.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
Southlink Hills Best Performing Contract Worst Performing Contract Total All Contract Areas
In April - June 2013;
• Acceptable ratings for driver uniform was 100.0%.
• Personal appearance category was 100.0%.
• Personal behaviour category was 100.0%.
Page 16
Driver Quality - Special Needs
Table 2.8
Driver Quality - Driver Response
Table 2.9
Table 2.10
Table 2.11
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Assistance Required
Required 1.8% 0.9% 1.9% 1.8% n/a n/a n/a n/a
Not Required 98.2% 99.1% 98.1% 98.2%
Driver assisted
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0%
Reason
Pram 0.0% 0.0% 9.5% 10.3% n/a n/a n/a n/a
Wheelchair 100.0% 66.7% 69.0% 64.1% n/a n/a n/a n/a
Shopping Cart 0.0% 0.0% 2.4% 2.6% n/a n/a n/a n/a
Suitcase 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
Non-wheelchair bound elderly person 0.0% 33.3% 9.5% 15.4% n/a n/a n/a n/a
Other 0.0% 0.0% 9.5% 7.7% n/a n/a n/a n/a
Southlink Hills Total All Contract Areas Best Performing Contract Worst Performing Contract
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Knowledge of basic routes and Interchange
Yes 7.3% 13.3% 7.9% 14.2% 12.3% 15.9% 0.3% 0.3%
No 0.0% 0.0% 0.1% 0.1%
N/A 92.7% 86.7% 92.0% 85.7%
Direct to Adelaide Metro Infoline, Centre or Website
Yes 0.9% 0.0% 0.2% 0.0% 0.9% N/A N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 99.1% 100.0% 99.8% 100.0%
Timetables available
Yes 0.6% 0.3% 0.2% 0.1% 0.6% 0.3% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 99.4% 99.7% 99.8% 99.9%
Southlink Hills
Best Performing Contract
Area
Worst Performing Contract
AreaTotal All Contract Areas
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Informing Passengers of any disruptions to normal service
Yes 0.0% 0.6% 0.3% 0.3% 0.5% 0.6% 0.3% 0.3%
No 0.0% 0.3% 0.0% 0.1%
N/A 100.0% 99.1% 99.7% 99.6%
Southlink Hills
Best Performing Contract
Area
Worst Performing Contract
AreaTotal All Contract Areas
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Did any passenger display anti-social or
offensive behaviour?
Yes 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 100.0% 100.0% 100.0% 100.0%
I f Yes, did driver act appropriately in
applicable cases?
Yes n/a n/a n/a 0.0% 100.0% n/a n/a 0.0%
No n/a n/a n/a 100.0%
Southlink Hills Best Performing Contract Worst Performing Contract Total All Contract Areas
Page 17
In April - June 2013;
• Vehicle destination signs were correctly displayed on 100.0% of services.
• Correct shift numbers were displayed on 97.6% of services.
Process Compliance - Signage
Table 2.12
Figure 2.7
On the exterior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Destination Sign
Yes 99.4% 100.0% 99.4% 99.5% 100.0% 100.0% 98.9% 98.9%
No 0.6% 0.0% 0.5% 0.3%
Wrong No 0.0% 0.0% 0.1% 0.2%
Shift Number
Yes 97.0% 97.6% 95.2% 95.9% 98.9% 98.7% 90.7% 93.2%
No 1.8% 1.5% 3.0% 3.1%
Wrong No 1.2% 0.9% 1.8% 0.9%
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
95
96
97
98
99
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Destination Displayed Shift Numbers
Hills Destination/Shift Number Displayed
Page 18
In April - June 2013;
• Concession pass schedules were correctly displayed on 100.0% of vehicles.
• The Metroticket fare schedules, were correctly displayed on 100.0% of vehicles.
• Stickers for disability/elderly priority seating were correctly displayed on 100.0% of vehicles.
Signage - Onboard
Table 2.13
Table 2.14
Figure 2.8
In April - June 2013;
• The ‘Welcome Aboard’ signs were correctly displayed on 100.0% of services.
On the exterior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Yes 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.0% 0.0% 0.1% 0.0%
Welcome Aboard sign
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
On the interior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Yes 100.0% 100.0% 99.8% 99.9% 100.0% 100.0% 99.2% 99.5%
No 0.0% 0.0% 0.2% 0.1%
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
Yes 100.0% 100.0% 99.4% 99.9% 100.0% 100.0% 98.9% 99.7%
No 0.0% 0.0% 0.6% 0.1%
Concession Pass Schedule
Metroticket Fare Schedule
Stickers for Disability/Elderly Priority Seating
Southlink Hills Total All Contract Areas
Best Performing Contract
Area
Worst Performing Contract
Area
99
99.1
99.2
99.3
99.4
99.5
99.6
99.7
99.8
99.9
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Interior Signage Exterior Signage
Hills Signage
4 exterior Metro Stickers
excluded from Oct-Dec 2011
Ticket Validation Instructions excluded from
interior signage Apr-Jun-2013
Page 19
Ticketing
In April - June 2013;
• In 0.0% of trips the driver was reconciling cash or tickets while the bus was in motion.
Table 2.15
Table 2.16
In April - June 2013;
• 25.0% of drivers issued a problem slip.
• 8.3% of passengers purchased another ticket.
• 1.4% of drivers asked passenger to validate.
• In 26.1% of cases the driver observed the slip or ticket.
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Faulty ticket
Pass. purchased another ticket 14.3% 8.3% 12.3% 14.7%
Issued problem slip 19.0% 25.0% 22.6% 16.0% 35.7% 32.3%
Wrote on ticket and returned 4.8% 25.0% 11.6% 14.7%
Observed ticket: no action 19.0% 8.3% 23.9% 17.3%
No action taken 33.3% 8.3% 14.8% 16.0%
Driver observed senior card and issued ticket 0.0% 0.0% 0.6% 0.0%
Driver ignored senior free 4.8% 0.0% 3.9% 1.3%
Driver sighted senior card no action 0.0% 0.0% 1.9% 1.3%
Drivers view obscured including hearing 4.8% 25.0% 8.4% 18.7%
Non validation of ticket
Asked to validate 2.1% 1.4% 0.9% 2.5% 2.8% 4.1%
Driver ignored passenger 18.8% 4.3% 11.1% 11.5%
Drivers view obscured 27.1% 55.1% 15.6% 31.9%
Driver not on board 0.0% 0.0% 1.2% 0.0%
Driver had no change 0.0% 0.0% 1.4% 3.2%
Driver observed slip / ticket 31.3% 26.1% 47.6% 29.2%
Passenger had no money 14.6% 10.1% 13.9% 18.2%
Driver did not issue "00" ticket (free seniors) 0.0% 0.0% 1.2% 1.0%
Driver view of senior passenger obscured 6.3% 2.9% 5.4% 2.0%
Senior did not validate their "00" ticket 0.0% 0.0% 1.7% 0.5%
Driver took money and issued "00" ticket 0.0% 0.0% 0.0% 0.0%
Southlink Hills Total All Contract Areas Best Performing Contract
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Ticket/cash reconciliation whilst in motion
Yes 0.0% 0.0% 0.2% 0.1% 0.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.8% 99.9%
Southlink Hills Best Performing Contract Area Worst Performing Contract AreaTotal All Contract Areas
Page 20
On boarding a vehicle the Service Standard Officer will use a “Test Ticket” to assist in verifying the validity of trip data as set up
by the driver on the vehicles “Bus Control Unit” (BCU). The information stamped on the test ticket is checked to ascertain that it
contains the correct trip information including route and section information.
In April - June 2013:
• Of the total trips audited, 4.8% resulted in information displayed incorrectly on the test ticket. This resulted in 16 issues in
Service Audit Reports (SAR’s), of the SAR’s raised:
• The validator was not functioning in 18.8% of trips.
• An incorrect route was stamped on the test ticket in 37.5% of trips.
• In 43.8% of trips the test ticket contained Incorrect Section information.
January - March 2013 April - June 2013
Test Ticket Information
Table 2.17
Figure 2.9
Number Percentage Number Percentage
Validator not functioning 0 0.0% 3 18.8% 0.9%
Incorrect Route (BCU not Updated) 4 50.0% 6 37.5% 1.8%
Incorrect Section (BCU not Updated) 4 50.0% 7 43.8% 2.1%
Total 8 16 331 4.8%
All Contract Areas % of Total
Services AuditedApr-Jun - 13
Percentage Percentage
2.2%
5.1%
2.2%
0.7%
Test TicketsHills Hills Percentage of Total Hills
Services AuditedJan-Mar-13
Hills Test Ticket
18.8%
37.5%
43.8%
0.0%
50.0%50.0%
Validator not functioning
Incorrect Route (BCU not
Updated)
Incorrect Section (BCU not
Updated)
Page 21
In the Hills contract area, 1.41% of passengers observed boarding the vehicle without validating a ticket.
Fare Evasion
Table 2.18
Bus Fare
Evasion
Southlink
Hills Metro
Apr-Jun-10 0.37%
Jul-Sep-10 0.77%
Oct-Dec-10 2.01%
Jan-Mar-11 1.49%
Apr-Jun-11 1.77%
Jul-Sep-11 1.41%
Oct-Dec-11 2.03%
Jan-Mar-12 1.56%
Apr-Jun-12 1.71%
Jul-Sep-12 1.72%
Oct-Dec-12 1.16%
Jan-Mar-13 1.01%
Apr-Jun-13 1.41%
Page 22
Outer North
Service Standard Report April - June 2013
Page 23
With the commencement of the new contracts, a bus is considered to be on-time if it departs a time-point along a route no more
than 1 minute early and no more than 4 minutes and 59 seconds late.
In April - June 2013;
• 88.77% of services departed on time.
• Early running occurred on 1.34% of services.
• Late running was 9.36%.
• Services reported as Did Not Run was 0.53%.
January - March 2013 April - June 2013
On-Time Running
Table 3.1
Figure 3.1
Figure 3.2
0
10
20
30
40
50
60
70
80
90
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
On-Time Late Departing Early Departing
Outer North On Time Running
Outer North On Time Running
1.34%
88.77%
9.36%
0.53%
0.3%
99.7%
0.0%
0.0%
Did not run
Outer North On Time Running
0.54%
88.89%
10.30%
0.27% Early
On time
Late
Did not run
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
10+ min early 0.00% 0.00% 0.00% 0.00%
3-9 min early 0.00% 0.00% 0.05% 0.05%
1-2 min early 0.54% 1.34% 0.64% 1.41%
On-time (<4.59 min late) 88.89% 88.77% 84.84% 83.97% 93.40% 90.63% 69.50% 68.70%
5-6 late 2.71% 4.01% 3.01% 3.78%
6-9 min late 6.50% 4.55% 7.31% 6.65%
10+ min late 1.08% 0.80% 3.97% 4.01%
Did Not Run 0.27% 0.53% 0.18% 0.14%
10+ min late 1.09% 0.81% 2.52% 2.87% 0.50% 0.55% 8.60% 9.60%
Bus departure time
Bus arrival time
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Page 24
Outer North Vehicle Exterior Cleanliness
0.3%
89.5%
9.9%
0.3%
0.5%
91.3%
7.9%
0.3% Excellent
Good
Fair
Poor
In April - June 2013;
• Acceptable ratings for exterior cleanliness were 99.7%.
• 0.3% of services were recorded as poor.
January - March 2013 April - June 2013
Vehicle Condition - Exterior
Connections
In April - June 2013;
• 9.7% of trips were required to connect, with 100.0% of these connections successfully occurring.
Table 3.2
Table 3.3
Figure 3.3
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Bus required to connect
Yes 13.6% 9.7% 5.8% 5.7% n/a n/a n/a n/a
No 86.4% 90.3% 94.2% 94.3%
Mode
Bus 100.0% 100.0% 100.0% 100.0% n/a n/a n/a n/a
Train 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Not applicable 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Able to transfer
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0%
I f No, why not?
Bus arrived late n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Bus, train departed early n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Bus, train not seen n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Insufficient transfer time n/a n/a 0.0% 0.0% n/a n/a n/a n/a
Not applicable n/a n/a 100.0% 100.0% n/a n/a n/a n/a
Passengers asked to re-validate at terminus on change of route number
Yes 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 0.0% 0.0% 0.0% 0.0%
N/A 100.0% 100.0% 100.0% 100.0%
SouthLink Outer North Total All Contract Areas Best Performing Worst Performing
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Vehicle exterior clean
Excellent + Good + Fair 99.7% 99.7% 99.9% 99.9% 100.0% 100.0% 99.7% 99.7%
Excellent 0.5% 0.3% 2.6% 0.7%
Good 91.3% 89.5% 92.0% 90.6%
Fair 7.9% 9.9% 5.3% 8.6%
Poor 0.3% 0.3% 0.1% 0.1%
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Page 25
Outer North Vehicle Interior Cleanliness
0.3%
87.6%
11.6%
0.5%
1.9%
79.6%
18.3%
0.3%
Excellent
Good
Fair
Poor
In April - June 2013;
• Acceptable ratings for interior cleanliness were 99.5%.
• 0.5% of services were recorded as poor.
April - June 2013 January - March 2013
Vehicle Condition - Interior
Figure 3.4
Figure 3.5
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Vehicle interior clean
Excellent + Good + Fair 99.7% 99.5% 99.7% 99.5% 100.0% 100.0% 99.5% 98.9%
Excellent 1.9% 0.3% 4.1% 0.5%
Good 79.6% 87.6% 81.5% 88.0%
Fair 18.3% 11.6% 14.2% 10.9%
Poor 0.3% 0.5% 0.3% 0.5%
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Table 3.4
75
80
85
90
95
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Exterior Cleanliness (Exc/Good/Fair) Interior Cleanliness (Exc/Good/Fair)
Outer North Cleanliness
Prior to Jan-Mar 2012
categories included
Excellent/Good only
Jan-Mar 2012 onwards
categories
Excellent/Good/Fair
Page 26
In April - June 2013;
• Acceptable ratings for acknowledging passengers was 100.0%.
• Response to passenger enquiries category was 100.0%.
• Drivers who allowed boarding or alighting between stops 87.5% did so at safe locations.
Driver Quality - Courtesy
Table 3.5
Figure 3.6
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Excellent + Good + Fair 100.0% 100.0% 99.9% 99.9% 100.0% 100.0% 99.5% 99.2%
Excellent 1.9% 5.9% 6.1% 8.3%
Good 75.2% 71.5% 74.7% 68.6%
Fair 22.9% 22.6% 19.1% 23.0%
Poor 0.0% 0.0% 0.1% 0.1%
Excellent + Good + Fair 100.0% 100.0% 99.2% 100.0% 100.0% 100.0% 97.9% N/A
Excellent 9.7% 7.7% 13.9% 11.1%
Good 64.5% 69.2% 73.8% 72.1%
Fair 25.8% 23.1% 11.5% 16.8%
Poor 0.0% 0.0% 0.8% 0.0%
Board or alight between stops*
Yes 100.0% 87.5% 93.8% 91.5% 100.0% 100.0% 75.0% 66.7%
No 0.0% 12.5% 6.3% 8.5%
I f Yes, board/alight at safe locations*
Yes 100.0% 100.0% 100.0% 93.0% 100.0% 100.0% N/A 50.0%
No 0.0% 0.0% 0.0% 7.0%
Acknowledging passengers
Response to passenger enquiries*
* Not applicable cases have been excluded from the percentage base
SouthLink Outer North Total All Contract Areas Best Performing Worst Performing
0
10
20
30
40
50
60
70
80
90
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Acknowledging Passengers (Exc/Good/Fair) Response to Passenger Enquiries (Exc/Good/Fair)
Outer North Driver Courtesy
Prior to Jan-Mar 2012 categories
included Excellent/Good only
Jan-Mar 2012 onwards categories
Excellent/Good/Fair incuded.
Page 27
Table 3.6
In April - June 2013;
• Acceptable ratings for smooth ride were 100.0%.
• Compliance with road rules category was 100.0%.
• Ensured unsteady passengers seated before driving category was 100.0%.
In April - June 2013;
• Acceptable ratings for driver uniform was 100.0%.
• Personal appearance category was 100.0%.
• Personal behaviour category was 99.7%.
Table 3.7
Driver Quality - Appearance
Driver Quality - Safety Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Smooth ride
Excellent + Good + Fair 100.0% 100.0% 99.9% 99.8% 100.0% 100.0% 99.7% 99.5%
Excellent 2.5% 1.3% 4.9% 4.4%
Good 84.5% 90.1% 83.9% 85.3%
Fair 13.1% 8.6% 11.0% 10.1%
Poor 0.0% 0.0% 0.1% 0.2%
Compliance with road rules
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.7% N/A
Excellent 1.4% 1.6% 4.9% 4.4%
Good 95.9% 95.2% 92.8% 93.4%
Fair 2.7% 3.2% 2.2% 2.2%
Poor 0.0% 0.0% 0.0% 0.0%
Bus parked Close to Kerb as possible
Excellent + Good + Fair 100.0% 100.0% 100.0% 99.8% 100.0% 100.0% N/A 98.9%
Excellent 1.4% 1.6% 5.1% 4.3%
Good 96.2% 96.2% 92.1% 92.0%
Fair 2.5% 2.2% 2.8% 3.4%
Poor 0.0% 0.0% 0.0% 0.2%
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A 99.7%
Excellent 3.8% 2.4% 6.1% 3.3%
Good 92.4% 94.6% 88.8% 90.8%
Fair 3.8% 3.0% 5.0% 5.8%
Poor 0.0% 0.0% 0.0% 0.0%
Use of personal electronic equipment whilst driving
Yes 0.0% 0.0% 0.3% 0.1% 0.0% 0.0% 0.8% 0.5%
No 100.0% 100.0% 99.7% 99.9%
Driver physically alert and prepared
Yes 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.0% 0.0% 0.1% 0.0%
SouthLink Outer North Total All Contract Areas Best Performing Worst Performing
Ensured unsteady passengers seated before driving
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Uniform
Excellent + Good + Fair 100.0% 100.0% 100.0% 99.8% 100.0% 100.0% 99.7% 99.2%
Excellent 6.8% 5.4% 12.6% 11.9%
Good 93.2% 94.4% 87.3% 87.5%
Fair 0.0% 0.3% 0.1% 0.4%
Poor 0.0% 0.0% 0.0% 0.2%
Personal appearance
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
Excellent 9.3% 7.0% 14.1% 13.7%
Good 90.7% 92.7% 85.6% 86.2%
Fair 0.0% 0.3% 0.3% 0.1%
Poor 0.0% 0.0% 0.0% 0.0%
Personal behaviour
Excellent + Good + Fair 100.0% 99.7% 99.9% 100.0% 100.0% 100.0% 99.7% 99.7%
Excellent 4.6% 1.9% 9.2% 5.1%
Good 94.3% 96.2% 89.6% 93.7%
Fair 1.1% 1.6% 1.1% 1.2%
Poor 0.0% 0.3% 0.1% 0.0%
Driver eat whilst vehicle in motion
Yes 0.0% 0.0% 0.1% 0.1% 100.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
Driver drink whilst vehicle in motion
Yes 0.3% 0.0% 0.1% 0.1% 0.0% 0.0% 0.3% 0.3%
No 99.7% 100.0% 99.9% 99.9%
Driver smoke whilst on board the vehicle
Yes 0.0% 0.3% 0.0% 0.0% 0.0% 0.0% N/A 0.3%
No 100.0% 99.7% 100.0% 100.0%
Driver stop for personal business
Yes 0.0% 0.0% 0.1% 0.1% 0.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
SouthLink Outer North
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 28
Table 3.11
Driver Quality - Special Needs
Table 3.8
Driver Quality - Driver Response
Table 3.9
Table 3.10
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Assistance Required
Required 1.6% 1.6% 1.9% 1.8% n/a n/a n/a n/a
Not Required 98.4% 98.4% 98.1% 98.2%
Driver assisted
Yes 100.00% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0% 0.0%
Reason
Pram 0.0% 0.0% 9.5% 10.3% n/a n/a n/a n/a
Wheelchair 100.0% 83.3% 69.0% 64.1% n/a n/a n/a n/a
Shopping Cart 0.0% 0.0% 2.4% 2.6% n/a n/a n/a n/a
Suitcase 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
Non-wheelchair bound elderly person 0.0% 0.0% 9.5% 15.4% n/a n/a n/a n/a
Other 0.0% 16.7% 9.5% 7.7% n/a n/a n/a n/a
SouthLink Outer North Total All Contract Areas Best Performing Worst Performing
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Knowledge of basic routes and Interchange
Yes 6.8% 10.2% 7.9% 14.2% 12.3% 15.9% 0.3% 0.3%
No 0.0% 0.3% 0.1% 0.1%
N/A 93.2% 89.5% 92.0% 85.7%
Direct to Adelaide Metro Infoline, Centre or Website
Yes 0.0% 0.0% 0.2% 0.0% 0.9% N/A N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 100.0% 100.0% 99.8% 100.0%
Timetables available
Yes 0.3% 0.3% 0.2% 0.1% 0.6% 0.3% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 99.7% 99.7% 99.8% 99.9%
SouthLink Outer North
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Informing Passengers of any disruptions to normal service
Yes 0.0% 0.0% 0.3% 0.3% 0.5% 0.6% 0.3% 0.3%
No 0.0% 0.0% 0.0% 0.1%
N/A 100.0% 100.0% 99.7% 99.6%
SouthLink Outer North
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Did any passenger display anti-social or
offensive behaviour?
Yes 0.3% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 99.7% 100.0% 100.0% 100.0%
I f Yes, did driver act appropriately in
applicable cases?
Yes 100.0% n/a 100.0% 0.0% 100.0% n/a n/a 0.0%
No 0.0% n/a 0.0% 0.0%
SouthLink Outer North
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 29
In April - June 2013;
• Vehicle destination signs were correctly displayed on 99.5% of services.
• Correct shift numbers were displayed on 94.6% of services.
Table 3.12
Process Compliance - Signage
Figure 3.7
On the exterior of Vehicle Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Destination Sign
Yes 98.9% 99.5% 99.4% 99.5% 100.0% 100.0% 98.9% 98.9%
No 1.1% 0.3% 0.5% 0.3%
Wrong No 0.0% 0.3% 0.1% 0.2%
Shift Number
Yes 92.9% 94.6% 95.2% 95.9% 98.9% 98.7% 90.7% 93.2%
No 3.8% 3.8% 3.0% 3.1%
Wrong No 3.3% 1.6% 1.8% 0.9%
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
40
50
60
70
80
90
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Destination Displayed Shift Numbers
Outer North Route/Shift Number Displayed
Page 30
In April - June 2013;
• Concession pass were correctly displayed on 100.0% of vehicles.
• The Metroticket fare schedules, were correctly displayed on 100.0% of vehicles.
• Stickers for disability/elderly priority seating were correctly displayed on 99.7% of vehicles.
Signage - Onboard
Table 3.14
Table 3.13
Figure 3.8
In April - June 2013;
• The ‘Welcome Aboard’ signs were correctly displayed on 100.0% of services.
On the exterior of Vehicle Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Yes 99.7% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.3% 0.0% 0.1% 0.0%
Welcome Aboard sign
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
On the interior of Vehicle Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Yes 100.0% 100.0% 99.8% 99.9% 100.0% 100.0% 99.2% 99.5%
No 0.0% 0.0% 0.2% 0.1%
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
Yes 98.9% 99.7% 99.4% 99.9% 100.0% 100.0% 98.9% 99.7%
No 1.1% 0.3% 0.6% 0.1%
Concession Pass Schedule
Metroticket Fare Schedule
Stickers for Disability/Elderly Priority Seating
SouthLink Outer North Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
98.8
99
99.2
99.4
99.6
99.8
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Interior Signage Exterior Signage
Outer North Signage
Metro Stickers excluded
from exterior signage
Oct-Dec-2011
Ticket Validation Instructions
excluded from interior signage
Apr-Jun-2013
Page 31
Ticketing
In April - June 2013;
• In 0.5% of trips the driver was reconciling cash or tickets while the bus was in motion.
Table 3.15
Table 3.16
In April - June 2013;
• 30.0% of drivers issued a problem slip.
• 0.0% of passengers purchased another ticket.
• 0.0% of drivers asked passenger to validate.
• In 21.1% of cases the driver observed the slip or ticket.
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Faulty ticket
Pass. purchased another ticket 14.3% 0.0% 12.3% 14.7%
Issued problem slip 19.0% 30.0% 22.6% 16.0% 35.7% 30.0%
Wrote on ticket and returned 0.0% 20.0% 11.6% 14.7%
Observed ticket: no action 23.8% 20.0% 23.9% 17.3%
No action taken 19.0% 0.0% 14.8% 16.0%
Driver observed senior card and issued ticket 4.8% 0.0% 0.6% 0.0%
Driver ignored senior free 0.0% 0.0% 3.9% 1.3%
Driver sighted senior card no action 0.0% 0.0% 1.9% 1.3%
Drivers view obscured including hearing 19.0% 30.0% 8.4% 18.7%
Non validation of ticket
Asked to validate 0.0% 0.0% 0.9% 2.5% 2.8% 4.7%
Driver ignored passenger 18.6% 2.6% 11.1% 11.5%
Drivers view obscured 16.3% 21.1% 15.6% 31.9%
Driver not on board 2.3% 0.0% 1.2% 0.0%
Driver had no change 4.7% 2.6% 1.4% 3.2%
Driver observed slip / ticket 37.2% 21.1% 47.6% 29.2%
Passenger had no money 9.3% 39.5% 13.9% 18.2%
Driver did not issue "00" ticket (free seniors) 0.0% 7.9% 1.2% 1.0%
Driver view of senior passenger obscured 11.6% 5.3% 5.4% 2.0%
Senior did not validate their "00" ticket 0.0% 0.0% 1.7% 0.5%
Driver took money and issued "00" ticket 0.0% 0.0% 0.0% 0.0%
SouthLink Outer North Total All Contract Areas Best Performing
Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13 Jan-Mar 13 Apr-Jun 13
Ticket/cash reconciliation whilst in motion
Yes 0.5% 0.5% 0.2% 0.1% 0.0% 0.0% 0.5% 0.5%
No 99.5% 99.5% 99.8% 99.9%
SouthLink Outer North
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 32
On boarding a vehicle the Service Standard Officer will use a “Test Ticket” to assist in verifying the validity of trip data as set up
by the driver on the vehicles “Bus Control Unit” (BCU). The information stamped on the test ticket is checked to ascertain that it
contains the correct trip information including route and section information.
In April - June 2013;
• Of the total trips audited, 6.7% resulted in information displayed incorrectly on the test ticket. This resulted in 25 issues in
Service Audit Reports (SAR’s), of the SAR’s raised:
• The validator was not functioning in 12.0% of trips.
• An incorrect route was stamped on the test ticket in 48.0% of trips.
• In 40.0% of trips the test ticket contained Incorrect Section information.
January - March 2013 April - June 2013
Test Ticket Information
Table 3.17
Figure 3.9
Number Percentage Number Percentage
Validator not functioning 0 0.0% 3 12.0% 0.8%
Incorrect Route (BCU not Updated) 8 57.1% 12 48.0% 3.2%
Incorrect Section (BCU not Updated) 6 42.9% 10 40.0% 2.7%
Total 14 25 374 6.7%
2.2%
5.1%
Test TicketsOuter North Outer North Percentage of Total Outer North
Services AuditedJan-Mar-13 Apr-Jun - 13
All Contract Areas % of Total
Services Audited
Percentage Percentage
0.7%
2.2%
Outer North Test Ticket
12.0%
48.0%
40.0%
0.0%
57.1%
42.9%
Validator not functioning
Incorrect Route (BCU not
Updated)
Incorrect Section (BCU not
Updated)
Page 33
In the Outer North contract area, 0.90% of passengers observed boarding the vehicle without validating a ticket.
Fare Evasion
Table 3.18
Bus Fare
Evasion
SouthLink
Outer North
Apr-Jun-10 0.72%
Jul-Sep-10 0.70%
Oct-Dec-10 2.23%
Jan-Mar-11 2.99%
Apr-Jun-11 3.31%
Jul-Sep-11 2.72%
Oct-Dec-11 2.52%
Jan-Mar-12 3.24%
Apr-Jun-12 3.31%
Jul-Sep-12 3.89%
Oct-Dec-12 3.11%
Jan-Mar-13 1.17%
Apr-Jun-13 0.90%
Page 34
Outer South
Service Standard Report April - June 2013
Page 35
January - March 2013
With the commencement of the new contracts, a bus is considered to be on-time if it departs a time-point along a route no more
than 1 minute early and no more than 4 minutes and 59 seconds.
In April - June 2013;
• 90.14% of services departed on time.
• Early running occurred on 1.37% of services.
• Late running was 8.49%.
On-Time Running
Table 4.1
Figure 4.1
Figure 4.2
April - June 2013
0
10
20
30
40
50
60
70
80
90
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
On-Time Late Departing Early Departing
Outer South On Time Running
Outer South On Time Running
1.37%
90.14%
8.49%0.00%
0.27%
90.22%
9.24%
0.27%Early
On time
Late
Did not run
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
10+ min early 0.00% 0.00% 0.00% 0.00%
3-9 min early 0.00% 0.00% 0.05% 0.05%
1-2 min early 0.27% 1.37% 0.64% 1.41%
On-time (<4.59 min late) 90.22% 90.14% 84.84% 83.97% 93.40% 90.63% 69.50% 68.70%
5-6 late 2.99% 2.19% 3.01% 3.78%
6-9 min late 4.08% 4.38% 7.31% 6.65%
10+ min late 2.17% 1.92% 3.97% 4.01%
Did Not Run 0.27% 0.00% 0.18% 0.14%
10+ min late 0.82% 0.55% 2.52% 2.87% 0.50% 0.55% 8.60% 9.60%
Bus departure time
Bus arrival time
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Page 36
Outer South Vehicle Exterior Cleanliness
0.3%
91.2%
8.5%
0.0%
3.3%
91.6%
4.9%0.3%
Excellent
Good
Fair
Poor
In April - June 2013;
• Acceptable ratings for exterior cleanliness were 100.0%.
• 0.0% of services were recorded as poor.
January - March 2013 April - June 2013
Vehicle Condition - Exterior
Connections
In April - June 2013;
• 17.0% of trips were required to connect, with 100.0% of these connections successfully occurring.
Table 4.2
Table 4.3
Figure 4.3
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Bus required to connect
Yes 15.5% 17.0% 5.8% 5.7% n/a n/a n/a n/a
No 84.5% 83.0% 94.2% 94.3%
Mode
Bus 100.0% 100.0% 100.0% 100.0% n/a n/a n/a n/a
Train 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Not applicable 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Able to transfer
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0%
I f No, why not?
Bus arrived late n/a 0.0% 0.0% 0.0% n/a n/a n/a n/a
Bus, train departed early n/a 0.0% 0.0% 0.0% n/a n/a n/a n/a
Bus, train not seen n/a 0.0% 0.0% 0.0% n/a n/a n/a n/a
Insufficient transfer time n/a 0.0% 0.0% 0.0% n/a n/a n/a n/a
Not applicable n/a 100.0% 100.0% 100.0% n/a n/a n/a n/a
Passengers asked to re-validate at terminus on change of route number
Yes 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 0.0% 0.0% 0.0% 0.0%
N/A 100.0% 100.0% 100.0% 100.0%
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Vehicle exterior clean
Excellent + Good + Fair 99.7% 100.0% 99.9% 99.9% 100.0% 100.0% 99.7% 99.7%
Excellent 3.3% 0.3% 2.6% 0.7%
Good 91.6% 91.2% 92.0% 90.6%
Fair 4.9% 8.5% 5.3% 8.6%
Poor 0.3% 0.0% 0.1% 0.1%
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Page 37
In April - June 2013;
• Acceptable ratings for interior cleanliness were 98.9%.
• 1.1% of services were recorded as poor.
January - March 2013 April - June 2013
Vehicle Condition - Interior
Table 4.4
Figure 4.4
Figure 4.5
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Vehicle interior clean
Excellent + Good + Fair 99.5% 98.9% 99.7% 99.5% 100.0% 100.0% 99.5% 98.9%
Excellent 4.9% 0.3% 4.1% 0.5%
Good 80.4% 87.9% 81.5% 88.0%
Fair 14.2% 10.7% 14.2% 10.9%
Poor 0.5% 1.1% 0.3% 0.5%
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Outer South Vehicle Interior Cleanliness
0.3%
87.9%
10.7%
1.1%
4.9%
80.4%
14.2%
0.5%
Excellent Good
Fair Poor
60
65
70
75
80
85
90
95
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Exterior Cleanliness (Exc/Good/Fair) Interior Cleanliness (Exc/Good/Fair)
Outer South Cleanliness
Prior to Jan-Mar 2012 categories
included Excellent/Good only
Jan-Mar 2012 onwards categories
Excellent/Good/Fair included.
Page 38
In April - June 2013;
• Acceptable ratings for acknowledging passengers was 100.0%.
• Response to passenger enquiries category was 100.0%.
• Drivers who allowed boarding or alighting between stops 100.0% did so at safe locations.
Driver Quality - Courtesy
Table 4.5
Figure 4.6
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Excellent + Good + Fair 100.0% 100.0% 99.9% 99.9% 100.0% 100.0% 99.5% 99.2%
Excellent 8.2% 8.2% 6.1% 8.3%
Good 74.9% 68.2% 74.7% 68.6%
Fair 16.9% 23.6% 19.1% 23.0%
Poor 0.0% 0.0% 0.1% 0.1%
Excellent + Good + Fair 98.1% 100.0% 99.2% 100.0% 100.0% 100.0% 97.9% N/A
Excellent 11.3% 10.0% 13.9% 11.1%
Good 79.2% 78.3% 73.8% 72.1%
Fair 7.5% 11.7% 11.5% 16.8%
Poor 1.9% 0.0% 0.8% 0.0%
Board or alight between stops*
Yes 75.0% 100.0% 93.8% 91.5% 100.0% 100.0% 75.0% 66.7%
No 25.0% 0.0% 6.3% 8.5%
I f Yes, board/alight at safe locations*
Yes 100.0% 50.0% 100.0% 93.0% 100.0% 100.0% N/A 50.0%
No 0.0% 50.0% 0.0% 7.0%
Acknowledging passengers
Response to passenger enquiries*
* Not applicable cases have been excluded from the percentage base
SouthLink Outer South Total All Contract Areas Best Performing Worst Performing
0
20
40
60
80
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Acknowledging Passengers (Exc/Good/Fair) Response to Passenger Enquiries (Exc/Good/Fair)
Outer South Driver Courtesy
Prior to Jan-Mar 2012
categories included
Excellent/Good only
Jan-Mar 2012 onwards
categories Excellent/Good/Fair
included.
Page 39
Table 4.7
Table 4.6
Driver Quality - Safety
In April - June 2013;
• Acceptable ratings for smooth ride were 99.7%.
• Compliance with road rules category was 100.0%.
• Ensured unsteady passengers seated before driving category was 100.0%.
Driver Quality - Appearance
In April - June 2013;
• Acceptable ratings for driver uniform was 100.0%.
• Personal appearance category was 100.0%.
• Personal behaviour category was 100.0%.
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Smooth ride
Excellent + Good + Fair 99.7% 99.7% 99.9% 99.8% 100.0% 100.0% 99.7% 99.5%
Excellent 8.2% 7.7% 4.9% 4.4%
Good 79.3% 80.0% 83.9% 85.3%
Fair 12.3% 12.1% 11.0% 10.1%
Poor 0.3% 0.3% 0.1% 0.2%
Compliance with road rules
Excellent + Good + Fair 99.7% 100.0% 100.0% 100.0% 100.0% 100.0% 99.7% N/A
Excellent 8.7% 8.5% 4.9% 4.4%
Good 89.9% 89.3% 92.8% 93.4%
Fair 1.1% 2.2% 2.2% 2.2%
Poor 0.3% 0.0% 0.0% 0.0%
Bus parked Close to Kerb as possible
Excellent + Good + Fair 100.0% 99.7% 100.0% 99.8% 100.0% 100.0% N/A 98.9%
Excellent 9.0% 6.6% 5.1% 4.3%
Good 88.3% 90.4% 92.1% 92.0%
Fair 2.7% 2.7% 2.8% 3.4%
Poor 0.0% 0.3% 0.0% 0.2%
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A 99.7%
Excellent 8.4% 2.7% 6.1% 3.3%
Good 86.1% 91.8% 88.8% 90.8%
Fair 5.4% 5.5% 5.0% 5.8%
Poor 0.0% 0.0% 0.0% 0.0%
Use of personal electronic equipment whilst driving
Yes 0.5% 0.0% 0.3% 0.1% 0.0% 0.0% 0.8% 0.5%
No 99.5% 100.0% 99.7% 99.9%
Driver physically alert and prepared
Yes 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.0% 0.0% 0.1% 0.0%
SouthLink Outer South Total All Contract Areas Best Performing Worst Performing
Ensured unsteady passengers seated before driving
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Uniform
Excellent + Good + Fair 100.0% 100.0% 100.0% 99.8% 100.0% 100.0% 99.7% 99.2%
Excellent 23.4% 20.5% 12.6% 11.9%
Good 76.6% 79.2% 87.3% 87.5%
Fair 0.0% 0.3% 0.1% 0.4%
Poor 0.0% 0.0% 0.0% 0.2%
Personal appearance
Excellent + Good + Fair 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
Excellent 26.4% 26.3% 14.1% 13.7%
Good 73.6% 73.4% 85.6% 86.2%
Fair 0.0% 0.3% 0.3% 0.1%
Poor 0.0% 0.0% 0.0% 0.0%
Personal behaviour
Excellent + Good + Fair 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% 99.7%
Excellent 16.9% 7.9% 9.2% 5.1%
Good 81.7% 91.0% 89.6% 93.7%
Fair 1.4% 1.1% 1.1% 1.2%
Poor 0.0% 0.0% 0.1% 0.0%
Driver eat whilst vehicle in motion
Yes 0.0% 0.0% 0.1% 0.1% 100.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
Driver drink whilst vehicle in motion
Yes 0.0% 0.3% 0.1% 0.1% 0.0% 0.0% 0.3% 0.3%
No 100.0% 99.7% 99.9% 99.9%
Driver smoke whilst on board the vehicle
Yes 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% N/A 0.3%
No 100.0% 100.0% 100.0% 100.0%
Driver stop for personal business
Yes 0.0% 0.0% 0.1% 0.1% 0.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.9% 99.9%
SouthLink Outer South
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 40
Driver Quality - Special Needs
Table 4.8
Driver Quality - Driver Response
Table 4.9
Table 4.10
Table 4.11
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Assistance Required
Required 1.4% 1.6% 1.9% 1.8% n/a n/a n/a n/a
Not Required 98.6% 98.4% 98.1% 98.2%
Driver assisted
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% n/a n/a
No 0.0% 0.0% 0.0% 0.0%
Reason
Pram 0.0% 0.0% 9.5% 10.3% n/a n/a n/a n/a
Wheelchair 100.0% 83.3% 69.0% 64.1% n/a n/a n/a n/a
Shopping Cart 0.0% 0.0% 2.4% 2.6% n/a n/a n/a n/a
Suitcase 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
Non-wheelchair bound elderly person 0.0% 0.0% 9.5% 15.4% n/a n/a n/a n/a
Other 0.0% 16.7% 9.5% 7.7% n/a n/a n/a n/a
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Knowledge of basic routes and Interchange
Yes 12.3% 15.9% 7.9% 14.2% 12.3% 15.9% 0.3% 0.3%
No 0.3% 0.3% 0.1% 0.1%
N/A 87.5% 83.8% 92.0% 85.7%
Direct to Adelaide Metro Infoline, Centre or Website
Yes 0.3% 0.0% 0.2% 0.0% 0.9% N/A N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 99.7% 100.0% 99.8% 100.0%
Timetables available
Yes 0.3% 0.0% 0.2% 0.1% 0.6% 0.3% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
N/A 99.7% 100.0% 99.8% 99.9%
SouthLink Outer South
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Informing Passengers of any disruptions to normal service
Yes 0.5% 0.5% 0.3% 0.3% 0.5% 0.6% 0.3% 0.3%
No 0.0% 0.3% 0.0% 0.1%
N/A 99.5% 99.2% 99.7% 99.6%
SouthLink Outer South
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Did any passenger display anti-social or
offensive behaviour?
Yes 0.0% 0.0% 0.0% 0.0% n/a n/a n/a n/a
No 100.0% 100.0% 100.0% 100.0%
I f Yes, did driver act appropriately in
applicable cases?
Yes n/a n/a 100.0% 0.0% 100.0% n/a n/a 0.0%
No n/a n/a 0.0% 100.0%
SouthLink Outer South
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 41
In April - June 2013;
• Vehicle destination signs were correctly displayed on 99.5% of services.
• Correct shift numbers were displayed on 94.2% of services.
Process Compliance - Signage
Table 4.12
Figure 4.7
On the exterior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Destination Sign
Yes 99.7% 99.5% 99.4% 99.5% 100.0% 100.0% 98.9% 98.9%
No 0.3% 0.3% 0.5% 0.3%
Wrong No 0.0% 0.3% 0.1% 0.2%
Shift Number
Yes 90.7% 94.2% 95.2% 95.9% 98.9% 98.7% 90.7% 93.2%
No 5.4% 4.7% 3.0% 3.1%
Wrong No 3.8% 1.1% 1.8% 0.9%
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
70
75
80
85
90
95
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Destination Displayed Shift Numbers
Outer South Route/Shift Number Displayed
Page 42
In April - June 2013;
• Concession pass schedules were correctly displayed on 100.0% of vehicles.
• The Metroticket fare schedules, were correctly displayed on 100.0% of vehicles.
• Stickers for disability/elderly priority seating were correctly displayed on 100.0% of vehicles.
Signage - Onboard
Table 4.14
Table 4.13
Figure 4.8
In April - June 2013;
• The ‘Welcome Aboard’ signs were correctly displayed on 100.0% of services.
On the exterior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Yes 100.0% 100.0% 99.9% 100.0% 100.0% 100.0% 99.7% N/A
No 0.0% 0.0% 0.1% 0.0%
Welcome Aboard sign
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
On the interior of Vehicle Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Yes 100.0% 100.0% 99.8% 99.9% 100.0% 100.0% 99.2% 99.5%
No 0.0% 0.0% 0.2% 0.1%
Yes 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% N/A N/A
No 0.0% 0.0% 0.0% 0.0%
Yes 99.2% 100.0% 99.4% 99.9% 100.0% 100.0% 98.9% 99.7%
No 0.8% 0.0% 0.6% 0.1%
Concession Pass Schedule
Metroticket Fare Schedule
Stickers for Disability/Elderly Priority Seating
SouthLink Outer South Total All Contract Areas
Best Performing
Contract Area
Worst Performing
Contract Area
97.5
98
98.5
99
99.5
100
Jul-Sep-11 Oct-Dec-11 Jan-Mar-12 Apr-Jun-12 Jul-Sep-12 Oct-Dec-12 Jan-Mar-13 Apr-Jun-13
Interior Signage Exterior Signage
Outer South Signage
4 exterior Metro
Stickers excluded
from Oct-Dec 2011
Ticket Validation
Instructions excluded
from interior signage
Apr-Jun-2013
Page 43
Ticketing
In April - June 2013;
• In 0.0% of trips the driver was reconciling cash or tickets while the bus was in motion.
Table 4.15
Table 4.16
In April - June 2013;
• 8.3% of drivers issued a problem slip.
• 0.0% of passengers purchased another ticket.
• 4.1% of drivers asked passenger to validate.
• In 13.7% of cases the driver observed the slip or ticket.
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Faulty ticket
Pass. purchased another ticket 14.3% 0.0% 12.3% 14.7%
Issued problem slip 14.3% 8.3% 22.6% 16.0% 35.7% 30.0%
Wrote on ticket and returned 21.4% 16.7% 11.6% 14.7%
Observed ticket: no action 28.6% 41.7% 23.9% 17.3%
No action taken 7.1% 25.0% 14.8% 16.0%
Driver observed senior card and issued ticket 0.0% 0.0% 0.6% 0.0%
Driver ignored senior free 7.1% 0.0% 3.9% 1.3%
Driver sighted senior card no action 3.6% 0.0% 1.9% 1.3%
Drivers view obscured including hearing 3.6% 8.3% 8.4% 18.7%
Non validation of ticket
Asked to validate 1.1% 4.1% 0.9% 2.5% 2.8% 4.7%
Driver ignored passenger 6.7% 15.1% 11.1% 11.5%
Drivers view obscured 15.6% 31.5% 15.6% 31.9%
Driver not on board 1.1% 0.0% 1.2% 0.0%
Driver had no change 1.1% 1.4% 1.4% 3.2%
Driver observed slip / ticket 42.2% 13.7% 47.6% 29.2%
Passenger had no money 23.3% 28.8% 13.9% 18.2%
Driver did not issue "00" ticket (free seniors) 2.2% 1.4% 1.2% 1.0%
Driver view of senior passenger obscured 4.4% 2.7% 5.4% 2.0%
Senior did not validate their "00" ticket 2.2% 1.4% 1.7% 0.5%
Driver took money and issued "00" ticket 0.0% 0.0% 0.0% 0.0%
SouthLink Outer South Total All Contract Areas Best Performing
Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13 Jan-Mar-13 Apr-Jun-13
Ticket/cash reconciliation whilst in motion
Yes 0.0% 0.0% 0.2% 0.1% 0.0% 0.0% 0.5% 0.5%
No 100.0% 100.0% 99.8% 99.9%
SouthLink Outer South
Best Performing
Contract Area
Worst Performing
Contract AreaTotal All Contract Areas
Page 44
On boarding a vehicle the Service Standard Officer will use a “Test Ticket” to assist in verifying the validity of trip data as set up
by the driver on the vehicles “Bus Control Unit” (BCU). The information stamped on the test ticket is checked to ascertain that it
contains the correct trip information including route and section information.
In April - June 2013;
• Of the total trips audited, 3.0% resulted in information displayed incorrectly on the test ticket. This resulted in 11 issues in
Service Audit Reports (SAR’s), of the SAR’s raised:
• The validator was not functioning in 27.3% of trips.
• An incorrect route was stamped on the test ticket in 36.4% of trips.
• In 36.4% of trips the test ticket contained Incorrect Section information.
January - March 2013 April - June 2013
Test Ticket Information
Table 4.17
Figure 4.9
Number Percentage Number Percentage
Validator not functioning 2 14.3% 3 27.3% 0.8%
Incorrect Route (BCU not Updated) 4 28.6% 4 36.4% 1.1%
Incorrect Section (BCU not Updated) 8 57.1% 4 36.4% 1.1%
Total 14 11 365 3.0%
2.2%
Jan-Mar-13 Apr-Jun - 13
5.1%
All Contract Areas % of Total
Services AuditedTest TicketsOuter South Outer South Percentage of Total Outer South
Services Audited
Percentage Percentage
0.7%
2.2%
Outer South Test Ticket
27.3%
36.4%
36.4%
14.3%
28.6%
57.1%
Validator not functioning
Incorrect Route (BCU not
Updated)
Incorrect Section (BCU not
Updated)
Page 45
In the Outer South contract area, 1.75% of passengers observed boarding the vehicle without validating a ticket.
Fare Evasion
Table 4.18
Bus Fare
Evasion
SouthLink
Outer South
Apr-Jun-10 0.88%
Jul-Sep-10 0.91%
Oct-Dec-10 1.18%
Jan-Mar-11 5.77%
Apr-Jun-11 4.40%
Jul-Sep-11 8.28%
Oct-Dec-11 4.74%
Jan-Mar-12 3.60%
Apr-Jun-12 4.28%
Jul-Sep-12 2.89%
Oct-Dec-12 2.69%
Jan-Mar-13 2.49%
Apr-Jun-13 1.75%