❓ A WA parliamentary question on notice from 2004 regarding the Department of Planning and Infrastructure's management of bus and train services, focusing on service reductions, reliability, and consideration of community needs. The response defends the department's actions and highlights service improvements.
AnsweredQoN 2815Legislative Assembly
QuestionView source ↗
(ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004;
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004;
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(d) how much money has been saved in the process; (e) when determining whether bus services should be altered or cancelled, does the Department of Planning and Infrastructure consider the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops; (f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(e) when determining whether bus services should be altered or cancelled, does the Department of Planning and Infrastructure consider the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops; (f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004;
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004;
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(d) how much money has been saved in the process; (e) when determining whether bus services should be altered or cancelled, does the Department of Planning and Infrastructure consider the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops; (f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(e) when determining whether bus services should be altered or cancelled, does the Department of Planning and Infrastructure consider the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops; (f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(f) has consideration of these factors ever actually changed the Department’s decision to cancel services; (g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(g) regarding the issue of reliability, how many complaints have been received by the Department of Planning and Infrastructure regarding buses or trains that are late, miss connections, or fail to arrive, in the following financial years - (i) 2000/2001; (ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004; (h) if the public has reduced confidence in the Department of Planning and Infrastructure’s ability to delver services on time and on need; (i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(ii) 2001/2002; (iii) 2002/2003; and (iv) so far in 2003/2004;
(iii) 2002/2003; and (iv) so far in 2003/2004;
(iv) so far in 2003/2004;
(i) what client satisfaction surveys has the Department of Planning and Infrastructure carried out to verify this matter of public confidence since the Minister took office; and (j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
(j) if they do exist, will the Minister table both the questionnaires and the results of these surveys?
AnswerView source ↗
Answered
18 August 2004
Responded by
Minister for Planning and Infrastructure
Response time
106 days
The underlying assumption that there has been a reduction in train and bus services is ill-founded.
The New Metrorail investment will significantly boost rail capacity with additional new rolling-stock and extended services to Clarkson and Thornlie over the next 9 months. Since the last election, the Gallop government has also increased annual expenditure on metropolitan bus services by $27.3 million, introducing over a million more bus service kilometres onto the Transperth Bus network, improving services in particular to fast growing localities in and about:
the Northern corridor (Butler, Merriwa, Quinns Rocks, Mindarie, Clarkson, Kinross, Iluka, Yanchep and Two Rocks);
the Southern Suburbs (Success, Atwell, Canning Vale, Southern River);
the new Mandurah Bus station (Dawesville, Falcon, Erskine, Halls Head, Coodandup, Greenfields, Meadow Springs)
North Eastern suburbs (Hocking, Pearsall, Madeley, Darch, Landsdale, Ballajura, Ellenbrook)
(a) It is not possible to give figures on complaints specifically relating to reduced services.
(b) Transperth Train and Bus operations:
It is assumed that the term ?cancelled services? refers to bus routes which have ceased or been altered in some way. Service variations can entail changes to service frequency, route and trip times and although the total number of service variations is captured, in this context, what constitutes a cancelled service is unable to be quantified. Transperth is constantly adjusting bus services throughout the metropolitan area to ensure the community receives the greatest benefit for Government?s investment in public transport. It is important to note that Transperth has achieved an 18% increase in patronage on bus services over the last four years.
Transwa:
(i) to (iv) None.
(c) Transperth Train and Bus operations:
The rationale for altering any service involves the assessment of a number of factors to ensure the needs of the community are met. These include changes in demographics, new urban residential development, changes to the road network, changes to traffic volumes, introduction of public transport infrastructure (a new bus or train station or bus priority via a busway or bus lane), alterations in demand (a new shopping centre or school), changes in patronage levels on a service.
Transwa:
Not applicable.
(d) Transperth Train and Bus operations:
When services are varied the funds from any savings are reinvested into other parts of the Transperth network.
Transwa:
Not applicable.
(e) When Transperth bus services are altered the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops, are considered.
Transwa:
Any change in the timetable schedules would involve community input.
(f) When Transperth introduces major changes to bus services, community input is sought via community consultation and public displays as well as input received from public correspondence and Transperth?s website. Invariably changes are made to the original proposal to reflect feedback and comment for the public.
Transwa has not cancelled any rail or road coach service.
(g) Transperth Train and Bus operations:
Statistics for complaints about reliability for the bus and train service are only available from 1 January 2003. The total number of complaints indicated in the response to (a) above which involved bus and train reliability from 1 January 2003 is as follows:
1 January 2003 to 30 June 2003 564
1 July 2003 to 30 April 2004 ? 1,046
The total number of train and bus services delivered between 1 July 2003 to 30 April 2004 was about 2.7 million.
Transwa:
2000/01 Information not readily available
2001/02 ; 40
2002/03 ; 11
2003/04 ; 19 to date
(h) Transperth Train and Bus operations:
All public transport provided by the State Government is managed by the Public Transport Authority, not the Department for Planning and Infrastructure. An annual survey of passengers is conducted by an independent research company and involves more than 3,000 interviews. In the last published survey conducted in May 2003, in response to the question ?How satisfied are you with the Transperth system overall?? 84% of bus passengers responded with either ?very satisfied? or ?satisfied?. This is up from 77% in 2001, and 82% in 2002; and 92% of train passengers responded with either ?very satisfied? or ?satisfied?. This is up from 82% in 2001, and 91% in 2002.
Transwa:
Research undertaken by NFO Donovan Market Research in 2003, indicates there is a 96% overall satisfaction for country coach and rail operations.
(i) Transperth Train and Bus operations:
The Passenger Satisfaction Monitor (PSM) referred to in answer (h) above has been conducted each year since the Government took office. The 2004 survey of the Transperth system is currently being undertaken for the Public Transport Authority and the results should be available shortly.
Transwa:
Please refer to answer to (h).
(j) Transperth Train and Bus operations:
Key findings of the 2003 Passenger Satisfaction Monitor are available for public viewing on the Transperth website and Passenger Satisfaction Monitor findings have been available through this facility for some years.
Transwa:
The 2004 Passenger Satisfaction Monitor is not yet available. I will table results for 2002 and 2003.
The New Metrorail investment will significantly boost rail capacity with additional new rolling-stock and extended services to Clarkson and Thornlie over the next 9 months. Since the last election, the Gallop government has also increased annual expenditure on metropolitan bus services by $27.3 million, introducing over a million more bus service kilometres onto the Transperth Bus network, improving services in particular to fast growing localities in and about:
the Northern corridor (Butler, Merriwa, Quinns Rocks, Mindarie, Clarkson, Kinross, Iluka, Yanchep and Two Rocks);
the Southern Suburbs (Success, Atwell, Canning Vale, Southern River);
the new Mandurah Bus station (Dawesville, Falcon, Erskine, Halls Head, Coodandup, Greenfields, Meadow Springs)
North Eastern suburbs (Hocking, Pearsall, Madeley, Darch, Landsdale, Ballajura, Ellenbrook)
(a) It is not possible to give figures on complaints specifically relating to reduced services.
(b) Transperth Train and Bus operations:
It is assumed that the term ?cancelled services? refers to bus routes which have ceased or been altered in some way. Service variations can entail changes to service frequency, route and trip times and although the total number of service variations is captured, in this context, what constitutes a cancelled service is unable to be quantified. Transperth is constantly adjusting bus services throughout the metropolitan area to ensure the community receives the greatest benefit for Government?s investment in public transport. It is important to note that Transperth has achieved an 18% increase in patronage on bus services over the last four years.
Transwa:
(i) to (iv) None.
(c) Transperth Train and Bus operations:
The rationale for altering any service involves the assessment of a number of factors to ensure the needs of the community are met. These include changes in demographics, new urban residential development, changes to the road network, changes to traffic volumes, introduction of public transport infrastructure (a new bus or train station or bus priority via a busway or bus lane), alterations in demand (a new shopping centre or school), changes in patronage levels on a service.
Transwa:
Not applicable.
(d) Transperth Train and Bus operations:
When services are varied the funds from any savings are reinvested into other parts of the Transperth network.
Transwa:
Not applicable.
(e) When Transperth bus services are altered the needs of special sectors of the community, such as the elderly, and access to essential services such as hospitals and shops, are considered.
Transwa:
Any change in the timetable schedules would involve community input.
(f) When Transperth introduces major changes to bus services, community input is sought via community consultation and public displays as well as input received from public correspondence and Transperth?s website. Invariably changes are made to the original proposal to reflect feedback and comment for the public.
Transwa has not cancelled any rail or road coach service.
(g) Transperth Train and Bus operations:
Statistics for complaints about reliability for the bus and train service are only available from 1 January 2003. The total number of complaints indicated in the response to (a) above which involved bus and train reliability from 1 January 2003 is as follows:
1 January 2003 to 30 June 2003 564
1 July 2003 to 30 April 2004 ? 1,046
The total number of train and bus services delivered between 1 July 2003 to 30 April 2004 was about 2.7 million.
Transwa:
2000/01 Information not readily available
2001/02 ; 40
2002/03 ; 11
2003/04 ; 19 to date
(h) Transperth Train and Bus operations:
All public transport provided by the State Government is managed by the Public Transport Authority, not the Department for Planning and Infrastructure. An annual survey of passengers is conducted by an independent research company and involves more than 3,000 interviews. In the last published survey conducted in May 2003, in response to the question ?How satisfied are you with the Transperth system overall?? 84% of bus passengers responded with either ?very satisfied? or ?satisfied?. This is up from 77% in 2001, and 82% in 2002; and 92% of train passengers responded with either ?very satisfied? or ?satisfied?. This is up from 82% in 2001, and 91% in 2002.
Transwa:
Research undertaken by NFO Donovan Market Research in 2003, indicates there is a 96% overall satisfaction for country coach and rail operations.
(i) Transperth Train and Bus operations:
The Passenger Satisfaction Monitor (PSM) referred to in answer (h) above has been conducted each year since the Government took office. The 2004 survey of the Transperth system is currently being undertaken for the Public Transport Authority and the results should be available shortly.
Transwa:
Please refer to answer to (h).
(j) Transperth Train and Bus operations:
Key findings of the 2003 Passenger Satisfaction Monitor are available for public viewing on the Transperth website and Passenger Satisfaction Monitor findings have been available through this facility for some years.
Transwa:
The 2004 Passenger Satisfaction Monitor is not yet available. I will table results for 2002 and 2003.
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