Corporate Plan Performance Monitoring Report Quarter 1 2017/18 - PowerPoint PPT Presentation

Corporate Plan Performance Monitoring Report Quarter 1 2017/18

Key Performance Indicators Quarter 1 2017/18

KPI 1: Affordability

KPI 2: Patronage

KPI 3: Reliability Bus Commercial Bus Supported Rail - Merseyrail Rail - Northern (City Line) Benchmark (99.5%) Benchmark (99.5%) Benchmark (94%) Target (91%) 97% 98% 97% Q1 Q2 Q3 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q4 88% Q1 Q2 Q3 Q4 G AG AG AG Q1 figure of 97% (commerical only) has been Some reliability issues due to journeys PPM figures of 94% have been used here PPM figures of 91% have been used here taken from survey data. The sudden closure of terminating early as a result of Edge Lane works (see KPI 4 also) (see KPI 4 also) Edge Lane has impacted on Reliablity this and driver shortage issues with one operator A new reliability measure has been proposed: quarter. currently being addressed MTIN Reliability using MTIN: Details of Northern's MTIN Target/Benchmark/Baseline: Period 11,000 performance is not yet available on the Rail North miles. SharePoint site. Q1 value: 11,683 miles (average of periods 1-3 2017/18) Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Mersey Ferries : Commuter & Leisure Benchmark (98%) between 85-90% between 85-90% 94% 92% Q1 Q2 Q3 Q4 100% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 G G AR Tunnels closed for no more than 10% of total available operating hours per annum due to Technical failures resulted in loss of service. planned/unplanned maintenance work No full closure occurred. Ferries Strategy aimed at new vessel options. G Green AG Amber / Green AR Amber / Red R Red

KPI 4: Punctuality Bus Commercial Bus Supported Rail - Merseyrail Rail - Northern (City Line) Benchmark (94% ) Target (91% ) Benchmark (88% ) Benchmark (88% ) 80% Q1 Q2 Q3 Q4 91% 97% 89% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 AR G G AG Challenging road conditions on key corridors Performance was better for supported services Several factors affected performance in Q1; Significant incidents in Q1; during Q1 affected Punctuality. Severe disruption as they largly operate away from peak times i.) Infrastructure issues (track circuit failures, i.) Terrorist attack in Manchester (22nd May). - on Edge Lane and Hanover Street had knock-on and/or key corridors. signal failures, points failures). Merseyrail and closure of Manchester Victoria Station for several impacts across the network. Network Rail are developing robust plans to days, impact - services into Merseyside mitigate the impact. cancelled or delayed. ii.) Increase in the number of passengers taking ii.) RMT industrial action also affected Northern ill. Merseyrail has set up an internal working services on 8th April 2017. group to explore ways of managing/lessening the impact. iii.) RMT industrial action on 8th April 2017, Mersey Ferries : Commuter Mersey Ferries: Leisure Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Benchmark (95% ) Benchmark (95% ) Benchmark (05:10) Benchmark (04:55) 95% 99% Q1 Q2 Q3 Q4 94% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q1 Q2 Q3 Q4 Q4 G G AG G Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Failures due to shipping movements. No action Liverpool to Liverpool to planned. Birkenhead ► 04:51 Wallasey ► 04:18 (mm:ss) (mm:ss) Birkenhead to Wallasey to Liverpool ◄ 04:44 G Green AG Amber / Green AR Amber / Red R Red Liverpool ◄ 04:36 (mm:ss) (mm:ss)

KPI 5: Safety Public Transport Customer Satisfaction (Quantitative Survey) Q1 16/17 Q4 16/17 Q1 17/18 Direction Benchmark Benchmark 100% (80%) (Reported) (Reported) (Reported) (Variance) RAG Comments The latest annual surveys for bus and 80% Bus Stops 79% 79% � Amber / Green rail services were carried out in autumn 2016 and 60% On the Bus 87% 87% Green � released in March 2017. Rail Stations: 40% There has been no 81% 80% 81% Green � Merseyrail significant change in the on board figures. Rail Stations: 20% 68% 70% � Green The latest rail Northern survey took place in Spring 2017. On the Train: 0% Remaining data will 86% 84% 75% � Amber / Green Merseyrail Bus Stops On the Bus Rail Stations: Rail Stations: On the Train: On the Train: be reported later in Merseyrail Northern Merseyrail Northern the 2017/18 reporting cycle. On the Train: 80% 80% Green Q1 16/17 Q4 16/17 Q1 17/18 Benchmark � Northern (Reported) (Reported) (Reported) (80%) On Bus Incidents Direction Data Indexed to same Quarter Previous Year For Monitoring (Variance) Purposes Q1-16/17 Q2- 16/17 Q3-16-17 Q4 -16/17 Q1- 17/18 from Previous Quarter Criminal 200 Damage 210.0 95.2 120.1 142.5 91.3 � ▬▬▬▬ Anti-social Behaviour 153.5 74.0 85.2 54.5 57.6 � ▬▬▬▬ 150 Violence Against 76.7 90.7 92.3 112.5 130.4 � staff ▬▬▬▬ Comments 100 This bus data is based upon incidents which are reported by bus drivers. Looking at short to medium-term trends (over the previous 1-3 years), incident reporting of criminal damage on the bus network has been increasing steadily, so although the indexed value for Q1 2017/18 is 91.3, this is compared to a high baseline from the same quarter from the previous year. Encouragingly, when compared to the baseline year of 2010, incident reporting has still decreased but this recent increasing trend may be a cause for concern on the 50 network. Q1-16/17 Q2- 16/17 Q3-16-17 Q4 -16/17 Q1- 17/18 The late reporting of incidents by depots has also caused delays in the identification of problems and subsequent Criminal Anti-social Violence Against deployment of resources. The TravelSafe monthly tasking and co-ordination meeting has been reviewed and a new Damage Behaviour Person (staff) weekly process put in place so that issues can be identified more quickly. *The violence figure in Q1 includes passenger incidents and will be recalculated in Q2.

KPI 6: Customer Comments Response Times to customers - Q1 2017/18 By Service Area: Comments Resolved within 21 Days Customer Delivery: Asset Management 93% 100% IT 100% - Ferries AG G AG Total Comments Received: Total Comments Received: Total Comments Received: 175 108 3 Customer Delivery: Legal, Democratic Services & Bus 91% 99% 100% - Hubs Procurement AG AG G Total Comments Received: 458 Total Comments Received: 67 Total Comments Received: 3 Customer Delivery: Corporate Engagement 100% 100% Rail 94% - Smart Ticketing G G AG Total Comments Received: Total Comments Received: Total Comments Received: 17 79 113 Customer & Customer Delivery: Policy and 100% 100% 100% Business Development - Tunnels LTP Development G G G Total Comments Received: Total Comments Received: Total Comments Received: 151 110 4 All Service Areas 95 % AG Total Comments Received: 1288 Total comments resolved within 21 days: 1226 Total comments resolved later than 21 days: 62 G Green AG Amber / Green AR Amber / Red R Red

KPI 7: Connectivity