Service Standards
Gordon Neilson
2
Standards – don’t exist in isolation
3
Getting the Vision Right
Current conditions
Future
population,
etc Future conditions
VISION 3
Policies/ Costs/
Outcomes
...
4
Why Create Standards for Public
Transport?
To force government agencies (DISHUB) to
identify key measures which determin...
5
Standards for Bus Services
Two Sets of Standards
A. NETWORK PLANNING STANDARDS
oFor internal DISHUB use to guide network...
6
Network Planning Standards
• Route coverage
– eg. 95% of population within 500m of bus stop
– Service hours from 6am to ...
7
Operational Service Standards
•Route-based standards
o Adherence to schedule / published headways
» Excess waiting time
...
8
Other Standards
•Unlike trains or BRT, buses operate in mixed
traffic on the roads
•No point to have service standards f...
9
So Standards Are Easy?
•NO – you need all the necessary agencies and
the staff must be competent and empowered to
do the...
10
Standards are the tip of the iceberg
Preparing
Achieving
and
Enforcing
REFORM
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2 service standards gn final

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2 service standards gn final

  1. 1. Service Standards Gordon Neilson
  2. 2. 2 Standards – don’t exist in isolation
  3. 3. 3 Getting the Vision Right Current conditions Future population, etc Future conditions VISION 3 Policies/ Costs/ Outcomes VISION 2 Policies/ Costs/ Outcomes VISION 1 Policies/ Costs/ Outcomes Evaluation of Alternative Visions Standards VISION 3 - Policies / Infrastructure / Institutions / Regulations / Programs Selection of Preferred Vision Governor / DKI Parliament
  4. 4. 4 Why Create Standards for Public Transport? To force government agencies (DISHUB) to identify key measures which determine successful achievement of public transport service objectives For each measure, to provide a value, objectively measurable if possible, which, if achieved or exceeded, indicate that objectives have also been achieved Measures used are not fixed and the values may well change over time
  5. 5. 5 Standards for Bus Services Two Sets of Standards A. NETWORK PLANNING STANDARDS oFor internal DISHUB use to guide network planning work B. OPERATIONAL PERFORMANCE STANDARDS oSetting out the operators obligations and to be agreed between DISHUB and the operators oBoth sets of standards should be made public to inform everyone of the minimum level of service which they can expect from the public transport network. This becomes a commitment from the government to the public.
  6. 6. 6 Network Planning Standards • Route coverage – eg. 95% of population within 500m of bus stop – Service hours from 6am to 11pm • Bus stop spacing – eg. 400 – 500m between stops • Connectivity – all areas to have local service to BRT / trunk bus routes, markets, etc. – Some areas also to have direct or BRT service(s) to one or more district or regional centres. • Bus Capacity – Size of bus should take account of demand, fare implications, traffic impacts and road geometry • Frequency – Maximum headways by route type, eg. 10mins. peak, 20 mins. off peak; if greater, timetable must be displayed at stops. • Availability of Capacity – eg. Average peak hour loading- between 65% to 95% of capacity
  7. 7. 7 Operational Service Standards •Route-based standards o Adherence to schedule / published headways » Excess waiting time o Compliance with target peak loading range » Average peak hour maximum load •Company-based standards o Reliability – number of breakdowns in service » ~ 10 / 100,000km o Safety – number of blameworthy accidents » < 5 / 100,000km o Passenger complaints – number of valid passenger complaints – historical trend o Pass rate on vehicle spot checks – e.g., 95% o Accuracy and availability of route information
  8. 8. 8 Other Standards •Unlike trains or BRT, buses operate in mixed traffic on the roads •No point to have service standards for planning and bus company delivery if the roads are a mess •Also need commitment from DKI Jakarta that road conditions will allow buses to operate at reasonable speeds, e.g., >16kph – Much better traffic engineering – Much better enforcement of traffic rules – Much better use of available roadspace
  9. 9. 9 So Standards Are Easy? •NO – you need all the necessary agencies and the staff must be competent and empowered to do their jobs! – Highest level political commitment and leadership to improve urban transport (Governor / DKI Parliament) – A Planning and Regulatory agency (DISHUB) to develop standards – Incorporated bus companies that can be held accountable for individual route performance and corporate performance – Agencies (DISHUB) with resources and mandate to monitor performance – Agencies to enforce regulations effectively and to penalise non-performance (DISHUB / Police)
  10. 10. 10 Standards are the tip of the iceberg Preparing Achieving and Enforcing REFORM
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