KPI 1: Affordability (November 2018) Mode 2017 2018 Variance - PowerPoint PPT Presentation

Annual 2017/18 KPI 1: Affordability (November 2018) Mode 2017 2018 Variance RAG 180 ▬▬▬▬ ▲ Commercial Ferries Commuter Bus 107 109 1.8 % ▲ ▬▬▬▬ 160 Merseyrail 2.4 % 116 119 ▬▬▬▬ ▲ Northern (City Line) 118 121 2.6 % ▲ 140 ▬▬▬▬ Tunnels Tolls Cash 121 129 5.9 % ► Amber ▬▬▬▬ Tunnels Tolls Cash Tunnels Fast Tag / Green 92 92 No Change Northern (City Line) 120 ▲ Merseyrail ▬▬▬▬ Benchmark (RPI +1%) Tunnels Average RPI 107 111 3.4 % Tunnels Average ▬▬▬▬ Commercial Bus ► Ferries Commuter 169 169 No Change 100 2012 Index Baseline Motoring Costs ▲ ▬▬▬▬ Tunnels Fast Tag Motoring Costs 92 98 7.0 % ▲ ▬▬▬▬ RPI 80 112 115 3.4 % 2012 2013 2014 2015 2016 2017 2018 For monitoring purposes. The data is reported annually and compares the rising costs of RAGs use of travel services. This data has been based to 2012 for the 2017/18 performance cycle. G Green AG Amber / Green Benchmark of RPI +1%, this would give target figure of 116 for 2018. AR Amber / Red R Red ⇧ RAG improvement on last reporting period Motoring costs have been taken from the RAC website and are based on a petrol engine size of 2000 cc with an annual mileage of 10,000 miles. ⇨ No change in RAG from last reporting period ⇩ RAG declined since last reporting period

KPI 2: Patronage Quarter 3 2018/19 17/18 18/19 Q4 Q1 Q2 Q3 Q4 RAG Comments Modes Q3 Value is estimated figure - actual available end of Jan Supported Green ⇨ Bus 1.3 m 1.3 m 1.0 m 1.2 m There is a slight dip in patronage which Bus will observe closely. Commercial Amber / Green ⇧ Bus 28.8 m 31.8 m 29.8 m 29.0 m At the present time, data remains unavailable, due to a failed IT legacy system. Once a solution to extract data is achieved, following the introduction of a new system, on- Merseyrail going data will be available. Northern (City Line) Mersey Ferries Green Leisure Cruises 63 k 150 k 190 k 70 k Mersey Ferries Green Commuter Services 33 k 40 k 45 k 48 k Queensway Tunnel Amber / Green Vehicle Throughput 2.6 m 2.6 m 2.6 m 2.7 m Kingsway Tunnel Green Vehicle Throughput 4.1 m 4.3 m 4.3 m 4.3 m The data for this KPI will be reported in Q4. Walking The data for this KPI will be reported in Q4. Cycling

KPI 3: Reliability Quarter 3 2018/19 Bus Supported Bus Commercial Rail - Merseyrail Rail - Northern (City Line) Target (99.5%) Target (99.5%) Target (94%) Target (91%) Q1 Q2 Q3 Q4 Q1 Q2 Q3 96% 97% 98.1 97% Q4 95.1 94.5 Q1 Q2 Q3 Q4 97% 66.2 76.7 70% 99.4 99.3 Q1 Q2 Q3 Q4 AG ⇨ AG ⇨ G ⇨ R ⇩ AG ⇨ G ⇨ AG ⇨ R ⇨ AG ⇨ G ⇨ G ⇧ R ⇨ Q3 is an estimated figure - the actual figure w ill be Average of Periods 7 to 9 2018/2019. The key issues to Average of Periods 7 to 9 2018/2019. The on-going RMT available at the end of January. affect Merseyrail performance in Q3, included industrial dispute continued to impact on Northern infrastructure problems; various track circuit, points & significantly in Q3. This resulted in a greatly reduced signal failures, as w ell as the effects of severe w eather. service level, in particular hindering the provision of train Trespass incidents, passenger illness and unit failures services after 1700 hours, on strike days. also impacted on performance. Mersey Ferries: Commuter & Leisure Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Benchmark (98%) Target between Target 85-90% between 85-90% Q1 Q2 Q3 Q4 100 100 100 99% 99% 99% 93% 91% 91% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ G

KPI 4: Punctuality Quarter 3 2018/19 Bus Supported Bus Commercial Rail - Merseyrail Rail - Northern (City Line) Target (91.5%) Target (91.5%) Benchmark (94%) Benchmark (91%) Q1 Q2 Q3 Q4 Q1 Q2 Q3 96% 76.6 86.1 81% Q4 95.1 94.5 Q1 Q2 Q3 Q4 90% 66.2 76.7 70% 93.6 92.1 Q1 Q2 Q3 Q4 AG ⇨ AR ⇩ G ⇨ R ⇩ G ⇧ AR ⇨ G ⇨ R ⇨ G ⇨ AR ⇨ G ⇨ R ⇨ This figure is based on October's data only. Merseytravel is w orking closely w ith bus operators to Average of Periods 7 to 9 2018/2019. The key issues to Average of Periods 7 to 9 2018/2019. The on-going RMT improve performance on punctuality. The 2018/19 Bus affect Merseyrail performance in Q3, included industrial dispute continued to impact on Northern alliance joint Business and investment plan oversees infrastructure problems; various track circuit, points & significantly in Q3. This resulted in a greatly reduced the delivery of a number of infrastructure schemes signal failures, as w ell as the effects of severe w eather. service level, in particular hindering the provision of train and studies and in partnership w ith the other local Trespass incidents, passenger illness and unit failures services after 1700 hours, on strike days. authorities the Bus Alliance intends to bid for also impacted on performance. Transforming Cities Funds to implement a package of improvements designed to transform busy commuter bus corridors Mersey Ferries: Commuter Mersey Ferries: Leisure Mersey Tunnels: Queensway Mersey Tunnels: Kingsway Target (95%) Target (95%) Time (mm:ss) Time (mm:ss) 00:00 01:00 02:00 03:00 04:00 05:00 06:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 ► ► Q1 Q1 ◄ ◄ ► ► Q2 Q2 ◄ ◄ ► ► Q3 Q3 ◄ ◄ 93% 94% 93% 99% 98% 99% Q1 Q2 Q3 Q1 Q2 Q3 Q4 Q4 Q4 Q4 Benchmark: 05:10 Benchmark: 04:55 AG ⇩ G ⇨ Direction Q1 Q2 Q3 Q4 Direction Q1 Q2 Q3 Q4 Birkenhead to Wallasey to AG ⇨ G ⇨ 04:28 22:00 32:00 04:26 25:00 24:00 Liverpool ► Liverpool ► Liverpool to Liverpool to AG ⇨ G ⇨ 04:15 13:00 10:00 04:26 29:00 20:00 Birkenhead ◄ Wallasey ◄ G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ G ⇨ RAG RAG

KPI 5: Safety Quarter 3 2018/19 Public Transport Customer Satisfaction (Quantitative Survey) Benchmark Autumn Spring Autumn RAG / Comments (80%) 2017 2018 2018 Direction The National Rail Passenger and the National Bus Passenger surveys were in the field during Q3 with the results expected to be Bus Stops released Q4. Next survey 78% Available in Q4 Autumn 2018 The passengers are surveyed: * Bus - once a year in Autumn; On the Bus Next survey * Merseyrail - twice a year in Spring and Autumn; and 87% Available in Q4 Autumn 2018 * Northern (City Line) - once a year in Autumn. This is a booster survey to collect a larger sample of passengers at stations in the Rail Stations: Merseyside area. Merseyrail 81% 81% Available in Q4 Rail Stations: Northern Next survey 67% Available in Q4 Autumn 2018 On the Train: Merseyrail 73% 76% Available in Q4 On the Train: Northern Next survey 72% Available in Q4 Autumn 2018 On Bus Incidents Criminal Anti-social Violence Damage Behaviour Against staff Comments Note: The data is indexed to previous year’s quarter, 2017/18 Q1 = 100. 39.1 89.7 74.5 Value Green ⇨ Green ⇨ Green ⇨ RAG / Direction

KPI 6: Customer Comments Quarter 3 2018/19 Response Times to customers Comments Resolved within 21 Days Asset Management - Asset Management - Stops & Shelters: Bus: - Customer Information Bus: - Development Bus: - Contract Performance Rail Stops & Shelters The affected items comprise of protracted consultations with district partners and residents which take time in awaiting responses. Some are not Total Received: Total Received: Total Received: Total Received: Total Received: quick fixes as they require extensive 93 142 156 133 143 investigation and subsequent work. Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: 91 98% 140 99% 154 99% 132 99% 118 83% Amber / Green Amber / Green Amber / Green Amber / Green Amber / Red ⇨ ⇧ ⇨ ⇨ ⇨ Customer Delivery: Customer Delivery: Customer Delivery: Customer Delivery: Total - Hubs - Smart Ticketing - Ferries - Tunnels Total Received: Total Received: Total Received: Total Received: Total Received: 53 56 49 88 913 Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: Resolved within 21 days: 53 100% 54 96% 49 100% 87 99% 878 96% Green Amber / Green Green Amber / Green Amber / Green ⇧ ⇩ ⇨ ⇩ ⇨ Mystery Shopper (Qualitative Survey) No. of Reports RAG Comments The summer wave was completed during July and August 2018 across the bus and rail network. Other areas tested included information to Visits completed/ Green help wayfinding at bus/rail interchanges; and the Merseytravel Journey Planning App. 100 ⇨ Visits programmed Public Transport Customer Satisfaction (Quantitative Survey) Mode Value (%) RAG Comments The National Rail Passenger and the National Bus Passenger surveys were in the field during Q3 with the results expected to be released Available in Q4 N/A Q4. Bus Services Available in Q4 N/A Merseyrail See KPI 5: Safety: Customer Transport Customer Satisfaction for the frequency of surveys. Available in Q4 N/A Northern City Line