Overall Performance by Month

Bombela, Gautrain's Concessionaire, carries out the operation of the Gautrain System and its performance is monitored and reported monthly.

The table below shows the performance of the System in the key areas of, inter alia, train and bus service levels and safety. It also shows security performance on stations, buses and trains and asset cleanliness and conditions.

For the years 2014 - 2018 stats please click here

PP1 - Train Operational Service Group (Sep 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.89%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.56%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	97.58%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	96.03%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	96.00%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.67%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.03%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.95%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.65%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.40%	✔

PP1 - Train Operational Service Group (Aug 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.69%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.79%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	96.48%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	95.96%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	96.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.95%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.27%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.82%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.04	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.64%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.86%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.31%	✔

PP1 - Train Operational Service Group (Jul 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.66%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.84%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.47%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	92.31%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.97%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.05%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.89%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.81%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.80%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.65%	✔

PP1 - Train Operational Service Group (Jun 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.91%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.97%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	97.57%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	96.84%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	95.20%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.36%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.85%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	93.77%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.13%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.57%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.52%	✔

PP1 - Train Operational Service Group (May 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.80%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.70%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	98.50%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.06%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.37%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.99%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.07%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	94.30%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.14%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.87%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.22%	✔

PP1 - Train Operational Service Group (Apr 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.22%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.56%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	98.53%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	95.22%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.63%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	94.78%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.37%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.80%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.48%	✔

PP1 - Train Operational Service Group (Mar 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.73%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.92%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	97.04%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	92.35%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.64%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.30%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.32%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.75%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.67%	✔

PP1 - Train Operational Service Group (Feb 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.15%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.77%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	98.53%	99.47%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	94.75%	95.90%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.64%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.24%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	95.11%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.65%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.41%	✔

PP1 - Train Operational Service Group (Jan 2025)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.42%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97.91%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	98.87%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	96.23%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.99%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.67%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	98.39%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	2.76	X

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	99.31%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.37%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.35%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.24%	✔

PP1 - Train Operational Service Group (Jan 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.88%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.07%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.96%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.32%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	72.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.30%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.92%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.31%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.99%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.14%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.70%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.81%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	96.10%	x

PP1 - Train Operational Service Group (Feb 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.85%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.01%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.68%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	97.15%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.95%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.21%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.73%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.56%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.58%	✔

PP1 - Train Operational Service Group (Mar 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.81%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.22%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	98.12%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	95.64%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.96%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.47%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.16%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.28%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.56%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.70%	✔

PP1 - Train Operational Service Group (Apr 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.36%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.33%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	97.42%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	94.39%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.94%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.66%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.14%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	99.25%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.17%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.80%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.95%	✔

PP1 - Train Operational Service Group (May 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.96%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.04%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.55%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	93.92%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.99%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.66%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.19%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.88%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.37%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.27%	✔

PP1 - Train Operational Service Group (Jun 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.06%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.37%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.54%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	94.12%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.98%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.99%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.98%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.18%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.72%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.92%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.13%	✔

PP1 - Train Operational Service Group (Jul 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.66%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.84%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.47%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	92.31%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.97%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.97%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	97.00%	98.05%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.82%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.79%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.65%	✔

PP1 - Train Operational Service Group (Aug 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.82%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.58%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	2	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.52%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	92.93%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.91%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.10%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.84%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.09%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.34%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.72%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.29%	✔

PP1 - Train Operational Service Group (Sep 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.93%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.48%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	1	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.55%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	92.73%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.42%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.97%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.26%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.73%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.90%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.28%	✔

PP1 - Train Operational Service Group (Oct 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.91%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.11%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.59%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	94.18%	X
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	94.42%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.09%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.22%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.48%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.81%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.95%	✔

PP1 - Train Operational Service Group (Nov 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.83%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97.76%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.69%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	97.53%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.22%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.95%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.59%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.25%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	98.48%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.39%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.39%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.33%	✔

PP1 - Train Operational Service Group (Dec 2024)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	98.70%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.13%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	98.02%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	97.15%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.22%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.20%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.27%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	99.29%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.82%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.46%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.38%	✔

PP1 - Train Operational Service Group (December 2021)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,94%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,79%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,98%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	100,00%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100,00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98,00%	100,00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100.00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	98.69%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.45%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90,00%	94,82%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1	0,00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1,44	0,00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95,00%	100,00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95,00%	100.00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95,00%	100,00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.30%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100.00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.64%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.30%	✔

PP1 - Train Operational Service Group (Jan 2022)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.77%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.08%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.98%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.98%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100,00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100,00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100,00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.49%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.33%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.24%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1	2.22	X
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.29%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.62%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.04%	✔

PP1 - Train Operational Service Group (Feb 2022)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.22%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97.71%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.97%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.99%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100,00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100,00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	100,00%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	97.11%	X
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.74%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.34%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.96%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.72%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.54%	✔

PP1 - Train Operational Service Group (Jan 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.88%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.07%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.96%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.32%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	72.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.30%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.92%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.31%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.99%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 month Average)	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.14%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.70%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.81%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	96.10%	x

PP1 - Train Operational Service Group (Feb 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.89%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.17%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.22%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.51%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	72.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.83%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.71%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.78%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.99%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.14	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.70%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.70%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.70%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	93.76%	X

PP1 - Train Operational Service Group (Mar 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.94%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.06%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.62%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.72%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.79%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.74%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.69%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.80%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.98	X

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	99.72%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.02%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.63%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.73%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	96.04%	X

PP1 - Train Operational Service Group (Apr 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.83%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.00%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.66%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.36%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.66%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.20%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.09%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.13%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	99.72%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.25%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.39%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.75%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.22%	✔

PP1 - Train Operational Service Group (May 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.63%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.74%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.37%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.22%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.62%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.86%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.55%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.36%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.38%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.70%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.11%	✔

PP1 - Train Operational Service Group (Jun 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.80%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.93%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.34%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.93%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.98%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.35%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.45%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.56%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.26%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.76%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.18%	✔

PP1 - Train Operational Service Group (Jul 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.97%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97.46%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	1	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.55%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.89%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.99%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.96%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.63%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.27%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	99.22%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.02%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	99.92%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.80%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.99%

PP1 - Train Operational Service Group (Aug 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.77%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.79%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.14%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	97.15%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.98%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.24%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.53%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.81%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	2.07	X
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.04	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.01%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.80%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.77%	✔

PP1 - Train Operational Service Group (Sep 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.72%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.85%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.86%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.09%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	80.80%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.73%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.96%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	99.96%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	96.27%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.11	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.02%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.79%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.11%	✔

PP1 - Train Operational Service Group (Oct 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.60%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98.66%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.91%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.02%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	87.60%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.37%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.07%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	95.61%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	1.05	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.68%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.72%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	97.79%	X

PP1 - Train Operational Service Group (Nov 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.75%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.61%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.84%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	98.50%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.39%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.97%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.89%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	98.31%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.29%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.59%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.49%	✔

PP1 - Train Operational Service Group (Dec 2023)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.77%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99.08%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.73%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.33%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	94.40%	X

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100.00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	100.00%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.39%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.96%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	97.11%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	97.94%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys (3 months Average)	1	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys (3 months Average)	1.44	0.00	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.27%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.85%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	98.84%	✔

PP1 - Train Operational Service Group (Jan 2021)

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99.78%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96.92%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PP2 - Feeder and Distribution Service Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.41%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	95.02%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔

PP3 - Customer Feedback Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Passenger Satisfaction Survey (6 monthly) Conduct and publish bi-annual satisfaction surveys	100%	100,00%	✔
Customer Comments Percentage of number of "comments/complaints" received less number of "comments/complaints" not receiving an initial response within 7 days to number of "comments/complaints" received.	98.00%	99.12%	✔
Real Time Information Availability (PID's) Passenger Information System availability: percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.95%	✔
Timetable Availability Percentage of "pass" records to all records. Surveys are undertaken by the Operator's staff using scoring cards to check that the proper information is displayed at the proper place, readable and up-to-date. It includes information provided on the Concessionaire website.	98.00%	99.42%	✔
Availability of Access Control Availability of access control equipment on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	97.00%	98.80%	✔
Call Centre Accessibility Percentage of entry calls reaching an operator on business days, from 5:30 to 20:30, on average in any Contract Month	90.00%	92.15%	✔

PP4 - Security Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1.00	0.00	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1.44	0.71	✔

PP5 - Cleanliness and damage Repair Group

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Train Set Cleaning Percentage of "Train Set Cleanliness audits" passed successfully to total number of audits performed. "Train Set Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Train Set Condition Percentage of "Train Set Condition audits" passed successfully to total number of audits performed. "Train Set Condition audits" are performed by the Operator's staff using score cards including checking of : interior condition, exterior condition, passenger, information Systems, ambiance.	95.00%	100,00%	✔
Station Cleaning Percentage of "Station Cleanliness audits" passed successfully to total number of audits performed. "Station Cleanliness audits" are performed by the Operator's staff using score cards including checking of: graffiti , litter, windows etching/scratching.	95.00%	100.00%	✔
Station Condition Percentage of "Station Condition audits" passed successfully to total number of audits performed. "Station Condition audits" are performed by the Operator's staff using score cards	95.00%	100.00%	✔
Availability of Ticket Machines Availability of ticket machines on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.17%	✔
System Infrastructure Condition Percentage of "System Infrastructure Condition audits" passed successfully to total number of audits performed. "System Infrastructure Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Feeder Vehicle Cleaning Percentage of "Feeder Vehicle Cleanliness audits" passed successfully to total number of audits performed. "Feeder Vehicle Cleanliness audits" are performed by the Operator's staff using score cards including checking of : exterior Cleanliness, exterior graffiti , interior cleanliness, litter, interior graffiti, windows etching/scratching.	95.00%	100.00%	✔
Feeder Vehicle Condition Percentage of "Feeder Vehicle Condition audits" passed successfully to total number of audits performed. "Feeder Vehicle Condition audits" are performed by the Operator's staff using score cards.	95.00%	100,00%	✔
Lift Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	99.38%	✔
Escalator Availability Availability of lifts on average in any Contract Month. Percentage of actual working time of equipment to the planned working time measured with the SCADA.	98.00%	96.94%	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1.00	0.60	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1.44	0.00	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,95%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97,73%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,85%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,37%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,83%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98,64%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,72%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,23%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,91%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,04%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,88%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,27%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,93%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	99,95%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	97,54%	X
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97,84%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,96%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	100,00%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,78%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	96,92%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,41%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	95,02%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,81%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97,54%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,21%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	96,34%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1	0,12	✔
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1,44	0,00	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,68%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	97,90%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	98,44%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	95,50%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,84%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,18%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,59%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	99,63%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	65.00%

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99,00%	99,89%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95,00%	99,97%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	65.00%	✔

overall-performance-by-month-2019 Overall-performance-by-month-2019 // <![CDATA[ _spBodyOnLoadFunctionNames.push("setupPageDescriptionCallout"); // ]]>

Overall Performance by Month​

PP1 - Train Operational Service Group (Sep 2025)

Train Service Availability

Train Service Punctuality

Train Overcrowding Management - Off Peak / Weekend / PPH

Train Overcrowding Management - Peak Hours

PP2 - Feeder and Distribution Service Group

Dedicated Feeder & Distribution Service Availability

Dedicated Feeder & Distribution Service Punctuality

Dedicated Feeder & Distribution Service Vehicle Age

PP3 - Customer Feedback Group

Passenger Satisfaction Survey (6 monthly)

Customer Comments

Real Time Information Availability (PID's)

Timetable Availability

Availability of Access Control

Call Centre Accessibility

PP4 - Security Group

Physical Security of Passengers

Safety of Passengers Property

PP5 - Cleanliness and damage Repair Group

Train Set Cleaning

Train Set Condition

Station Cleaning

Station Condition

Availability of Ticket Machines

System Infrastructure Condition

Feeder Vehicle Cleaning

Feeder Vehicle Condition

Lift Availability

Escalator Availability

PP1 - Train Operational Service Group (Aug 2025)

Train Service Availability

Train Service Punctuality

Train Overcrowding Management - Off Peak / Weekend / PPH

Train Overcrowding Management - Peak Hours

PP2 - Feeder and Distribution Service Group

Dedicated Feeder & Distribution Service Availability

Dedicated Feeder & Distribution Service Punctuality

Dedicated Feeder & Distribution Service Vehicle Age

PP3 - Customer Feedback Group

Passenger Satisfaction Survey (6 monthly)

Customer Comments

Real Time Information Availability (PID's)

Timetable Availability

Availability of Access Control

Call Centre Accessibility

PP4 - Security Group

Physical Security of Passengers

Safety of Passengers Property

PP5 - Cleanliness and damage Repair Group

Train Set Cleaning

Train Set Condition

Station Cleaning

Station Condition

Availability of Ticket Machines

System Infrastructure Condition

Feeder Vehicle Cleaning

Feeder Vehicle Condition

Lift Availability

Escalator Availability

PP1 - Train Operational Service Group (Jul 2025)

Train Service Availability

Train Service Punctuality

Train Overcrowding Management - Off Peak / Weekend / PPH

Train Overcrowding Management - Peak Hours

PP2 - Feeder and Distribution Service Group

Dedicated Feeder & Distribution Service Availability

Dedicated Feeder & Distribution Service Punctuality

Dedicated Feeder & Distribution Service Vehicle Age

PP3 - Customer Feedback Group

Passenger Satisfaction Survey (6 monthly)

Customer Comments

Real Time Information Availability (PID's)

Timetable Availability

Availability of Access Control

Call Centre Accessibility

PP4 - Security Group

Physical Security of Passengers

overall-performance-by-month-2019 Overall-performance-by-month-2019

Overall Performance by Month

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,70%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,46%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	97,29%	✔
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	98,14%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	96,54%	X
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,51%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	86,40%	X
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,54%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.00%	99,87%	X
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	99,41%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	3	0	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	90.77%	X
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	99.86%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	64.80%	X

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Physical Security of Passengers Incidents of assaults or bodily injury to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature, measured as a number of incidents per million passenger journeys	1.00	1.36	X
Safety of Passengers Property Incidents of loss of or damage to personal property belonging to any person whilst in the System resulting from the conduct of other persons in the System of a criminal nature (and not arising from an incident already taken into account in relation to S1), measured as a number of incidents per million passenger journeys	1.44	0.00	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.21%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	96.34%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT ASSESMENT
Train Service Availability Monthly percentage of actual Train trips less early starts to all scheduled trips in any day of any Contract Month.	98.57%	97.57%	✖
Train Service Punctuality Monthly percentage of actual less late trips less early starts to all actual trips in any day any Contract Month. All scheduled services shall arrive at the destination station not more than three (3) minutes later than scheduled.	94.00%	94.99%	✔
Train Overcrowding Management - Off Peak / Weekend / PPH Number of Times the Rail Service Capacity Utilization in the most crowded link during the off-peak most crowded hour exceeds 105% of the scheduled Rail Service Capacity provided by the Operating Plan.	4	1	✔
Train Overcrowding Management - Peak Hours Rail Service Capacity Utilization in the most crowded link during the peak most crowded hour as a percentage of the scheduled Rail Service Capacity provided by the Operating Plan.	4	1	✔

PERFORMANCE MEASUREMENT DESCRIPTION	TARGET	GMA MEASUREMENT / ASSESMENT
Dedicated Feeder & Distribution Service Availability Percentage of actual trips less early starts to all scheduled trips on average in any Contract Month. Failure to run means that the journey is cancelled. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	99.00%	99.53%	✔
Dedicated Feeder & Distribution Service Punctuality Percentage of actual less late trips less early starts to all trips on average in any Contract Month. All trips not departing within 5 minutes of schedule shall be regarded as late or early. (*Re-Asses after 6 months after Phase 2 Bedding in Period)	95.00%	95.06%	✔
Dedicated Feeder & Distribution Service Vehicle Age Percentage of Vehicles having less than 10 years to the total number of vehicles. The ratio shall not be less than the Target performance for more than five consecutive days.	98.00%	100.00%	✔