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Monthly Performance By Year
Daily Performance By Month
Annual Reports
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Overall-performance-by-month-2019
Overall Performance by Month
Monthly Performance by Year
Daily Performance by Month
Annual Reports
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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.
2018
2017
2016
2015
2014
January
February
March
April
May
June
July
August
September
October
November
December
PP1 - Train Operational Service Group (Jan 2018)
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.
98,5%
98,25%
✖
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%
98,13%
✔
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.
4
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.
4
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%
99,63%
✔
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%
95,31%
✔
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%
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%
99,95%
✔
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%
99,73%
✔
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%
99,63%
✔
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%
98,31%
✔
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%
93,28%
✔
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
0,68
✔
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%
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%
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%
100%
✔
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%
100%
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%
99.07%
✔
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%
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%
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%
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%
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%
98,57%
✔
PP1 - Train Operational Service Group (Feb 2018)
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.
98,5%
99,59%
✔
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%
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.
4
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.
4
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%
95.06%
✖
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)
99%
95.80%
✔
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%
100%
✔
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%
99,95%
✔
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%
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%
99,65%
✔
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%
98,97%
✔
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%
93,90%
✔
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
0,59
✔
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%
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%
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%
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%
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%
98,59%
✔
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%
100%
✔
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%
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%
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%
99,25%
✔
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%
98,94%
✔
PP1 - Train Operational Service Group (Mar 2018)
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.
98,5%
99,48%
✔
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%
97,82%
✔
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
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%
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%
95,03%
✖
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%
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%
99,85%
✔
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%
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%
99,75%
✔
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%
99,05%
✔
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%
90,83%
✔
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
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%
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%
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%
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%
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%
98,89%
✔
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%
100%
✔
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%
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%
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%
98,98%
✔
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%
99,16%
✔
PP1 - Train Operational Service Group (Apr 2018)
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.
98,5%
97,36%
✖
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%
95,59%
✔
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
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.
4
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%
99,78%
✔
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%
98,03%
✔
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%
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%
93,06%
✖
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%
99,94%
✔
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%
99,72%
✔
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%
98,55%
✔
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%
92,12%
✔
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
0,73
✔
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
0,73
✔
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%
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%
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%
99,18%
✔
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%
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%
98,89%
✔
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%
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%
99,18%
✔
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%
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%
99,28%
✔
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%
98,79%
✔
PP1 - Train Operational Service Group (May 2018)
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.
98,5%
98,78%
✔
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%
97,57%
✔
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
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.
4
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%
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%
97,20%
✔
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%
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%
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%
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%
99,82%
✔
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%
98,01%
✔
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%
93,76%
✔
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
1,32
✔
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%
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%
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%
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%
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%
98.45%
✔
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%
100%
✔
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%
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%
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%
98,47%
✔
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%
98,56%
✔
PP1 - Train Operational Service Group (Jun 2018)
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.
98,5%
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%
97,77%
✔
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.
4
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.
4
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%
99,71%
✔
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%
95,48%
✔
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%
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%
99,90%
✔
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%
98,50%
✔
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%
99.43%
✔
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%
99,36%
✔
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%
93,79%
✔
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
0,62
✔
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
0,62
✔
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%
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%
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%
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%
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%
98.00%
✔
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%
100%
✔
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%
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%
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%
98,47%
✔
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%
99,15%
✔
PP1 - Train Operational Service Group (Jul 2018)
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.
98,5%
92,00%
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%
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.
4
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.
4
4
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%
97,76%
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%
95,79%
✔
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%
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%
99,13%
✔
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%
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%
99,07%
✔
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%
98,79%
✔
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%
93,76%
✔
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
0,65
✔
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
1,95
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%
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%
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%
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%
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%
98.50%
✔
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%
100%
✔
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%
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%
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%
99,54%
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%
99,42%
✔
PP1 - Train Operational Service Group (Aug 2018)
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.
98,5%
66,49%
✖
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%
98,44%
✔
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
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%
99.61%
✔
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%
95.74%
✔
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%
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%
71,46%
✖
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%
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%
99,43%
✔
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%
98,55%
✔
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%
91,94%
✔
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
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%
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%
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%
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%
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%
98.90%
✔
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%
100%
✔
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%
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%
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%
99,14%
✔
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%
98.02%
✔
PP1 - Train Operational Service Group (Sep 2018)
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.
98,5%
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%
98.12%
✔
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
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.
4
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%
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%
96,07%
✔
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%
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%
99,79%
✔
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%
99,88%
✔
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%
99,55%
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%
99,44%
✔
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%
92,10%
✔
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
0.68
✔
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%
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%
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%
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%
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%
99,05%
✔
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%
100%
✔
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%
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%
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%
99,05%
✔
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%
98,99%
✔
PP1 - Train Operational Service Group (Oct 2018)
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.
98,5%
99,87%
✔
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%
97,43%
✔
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
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%
99,75%
✔
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%
96,51%
✔
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%
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%
100%
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%
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%
99,56%
✔
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%
99.36%
✔
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%
92,47%
✔
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%
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%
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%
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%
99,26%
✔
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%
98,92%
✔
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%
100%
✔
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%
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%
99,41%
✔
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%
99,54%
✔
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%
98,96%
✔
PP1 - Train Operational Service Group (Nov 2018)
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.
98,5%
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%
99,35%
✔
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
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.
4
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%
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%
95,44%
✔
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%
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%
100%
✔
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%
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%
99,75%
✔
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%
99,43%
✔
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%
94,74%
✔
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
0,61
✔
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%
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%
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%
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%
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%
98,86%
✔
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%
100%
✔
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%
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%
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%
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%
99,08%
✔
PP1 - Train Operational Service Group (Dec 2018)
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.
98,5%
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%
98,77%
✔
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.
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
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%
99,77%
✔
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%
96,29%
✔
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%
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%
99,71%
✔
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%
100%
✔
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%
99,43%
✔
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%
99,17%
✔
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%
92,53%
✔
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
0,83
✔
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%
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%
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%
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%
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%
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%
100%
✔
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%
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%
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%
99,16%
✔
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%
98,80%
✔
PP1 - Train Operational Service Group (Jan 2017)
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.
98,5%
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%
98,39%
✔
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
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.
4
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%
99,03%
✔
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%
95,67%
✔
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%
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%
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%
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%
100,00%
✔
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%
99,28%
✔
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%
97,77%
✔
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
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
1,33
✔
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%
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%
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%
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%
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%
99,35%
✔
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%
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%
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%
99,77%
✔
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%
99,11%
✔
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%
98,65%
✔
PP1 - Train Operational Service Group (Feb 2017)
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.
98,5%
97,84%
✖
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%
97,82%
✔
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
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.
4
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%
99,30%
✔
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%
91,23%
✖
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%
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%
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%
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%
100,00%
✔
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%
99,17%
✔
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%
97,63%
✔
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
0,57
✔
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
1,71
✖
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%
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%
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%
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%
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%
100,00%
✔
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%
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%
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%
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%
98,19%
✔
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%
98,53%
✔
PP1 - Train Operational Service Group (Mar 2017)
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.
98,5%
99,32%
✔
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%
97,69%
✔
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
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.
4
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%
99,60%
✔
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%
93,18%
✖
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%
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%
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%
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%
99,68%
✔
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%
99,61%
✔
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%
95,60%
✔
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
0,51
✔
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%
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%
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%
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%
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%
98,77%
✔
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%
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%
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%
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%
98,10%
✔
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%
98,35%
✔
PP1 - Train Operational Service Group (Apr 2017)
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.
98,5%
99,90%
✔
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%
98,82%
✔
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
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.
4
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%
99,81%
✔
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%
96,31%
✔
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%
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%
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%
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%
99,65%
✔
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%
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%
97,13%
✔
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
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
0,71
✔
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%
98,99%
✔
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%
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%
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%
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%
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%
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%
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%
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%
98,76%
✔
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%
98,71%
✔
PP1 - Train Operational Service Group (May 2017)
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.
98,5%
98,86%
✔
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%
98,02%
✔
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
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.
4
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%
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%
95,31%
✔
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%
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%
98,82%
✔
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%
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%
99,56%
✔
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%
98,94%
✔
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%
94,05%
✔
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
1
0,53
✔
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
1,07
✔
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%
99,05%
✔
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%
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%
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%
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%
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%
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%
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%
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%
97,55%
✖
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%
98,70%
✔
PP1 - Train Operational Service Group (Jun 2017)
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.
98,5%
99,99%
✔
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%
99,38%
✔
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
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.
4
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%
99,71%
✔
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%
96,29%
✔
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%
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%
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%
99,49%
✔
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%
99,77%
✔
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%
98,99%
✔
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%
90,60%
✔
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
0,58
✔
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%
98,99%
✔
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%
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%
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%
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%
99,95%
✔
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%
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%
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%
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%
97,49%
✖
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%
97,24%
✖
PP1 - Train Operational Service Group (Jul 2017)
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.
98,5%
99,99%
✔
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%
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.
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
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%
99,60%
✔
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%
96,38%
✔
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%
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%
99,89%
✔
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%
99,90%
✔
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%
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%
99,42%
✔
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%
94,68%
✔
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
0,58
✔
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%
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%
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%
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%
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%
99,21%
✔
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%
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%
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%
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%
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%
99,03%
✔
PP1 - Train Operational Service Group (Aug 2017)
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.
98,5%
99,90%
✔
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%
99,14%
✔
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.
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
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%
99,71%
✔
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%
96,47%
✔
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%
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%
99,88%
✔
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%
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%
99,88%
✔
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%
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%
93,24%
✔
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
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
0,55
✔
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%
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%
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%
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%
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%
99,16%
✔
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%
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%
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%
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%
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%
98,77%
✔
PP1 - Train Operational Service Group (Sep 2017)
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.
98,5%
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%
98,84%
✔
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.
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
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%
99,61%
✔
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%
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%
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%
99,94%
✔
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%
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%
98,74%
✔
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%
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%
94,24%
✔
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
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
✔
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%
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%
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%
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%
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%
98,98%
✔
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%
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%
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%
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%
98,52%
✔
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%
98,32%
✔
PP1 - Train Operational Service Group (Oct 2017)
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.
98,5%
99,90%
✔
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%
98,01%
✔
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.
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
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%
99,57%
✔
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%
96,02%
✔
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%
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%
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%
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%
98,36%
✔
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%
97,40%
✔
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%
94,17%
✔
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
0,56
✔
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
1,13
✔
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%
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%
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%
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%
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%
100,00%
✔
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%
98,50%
✔
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%
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%
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%
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%
98,85%
✔
PP1 - Train Operational Service Group (Nov 2017)
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.
98,5%
99,62%
✔
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%
97,49%
✔
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
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.
4
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%
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%
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%
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%
99,83%
✔
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%
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%
99,64%
✔
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%
98,90%
✔
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%
93,46%
✔
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
0,58
✔
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
✔
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%
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%
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%
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%
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%
100,00%
✔
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%
98,67%
✔
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%
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%
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%
99,42%
✔
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%
98,89%
✔
PP1 - Train Operational Service Group (Dec 2017)
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.
98,5%
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%
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.
4
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.
4
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%
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%
95,05%
✔
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%
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%
99,83%
✔
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%
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%
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%
98,90%
✔
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%
95,43%
✔
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
1,57
✔
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%
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%
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%
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%
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%
99,090%
✔
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%
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%
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%
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%
99,23%
✔
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%
99,18%
✔
PP1 - Train Operational Service Group (Jan 2016)
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.
95%
99,92%
✔
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.
90%
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.
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
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%
99,85%
✔
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)
90%
98,05%
✔
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%
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%
0%
✔
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%
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%
99,96%
✔
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%
94,22%
✖
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%
99,76%
✔
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%
95,44%
✔
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
0,65
✔
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
7
0,65
✔
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%
%
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%
98,98%
✔
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%
99,67%
✔
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%
99,67%
✔
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%
99,67%
✔
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%
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%
98,74%
✔
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%
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%
99,04%
✔
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%
98,08%
✔
PP1 - Train Operational Service Group (Feb 2016)
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.
95,5%
99,65%
✔
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.
90%
95,95%
✔
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
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.
4
13
✖
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)
95%
99,12%
✔
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)
90%
94,08%
✔
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%
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.
95%
99,93%
✔
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%
99,94%
✔
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%
100,00%
✔
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%
99,44%
✔
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%
94,94%
✔
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
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
7
0,3
✔
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%
98,94%
✔
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%
97,87%
✔
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%
97,35%
✔
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%
87,60%
✖
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%
98,35%
✔
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%
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%
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%
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%
98,85%
✔
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%
97,30%
✖
PP1 - Train Operational Service Group (Mar 2016)
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.
95%
99,90%
✔
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.
90%
98,15%
✔
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
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.
4
10
✖
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%
99,15%
✔
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%
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%
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%
99,94%
✔
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%
99,88%
✔
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%
100,00%
✔
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%
98,84%
✔
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%
94,07%
✔
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
0
✔
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
7
0,55
✔
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%
99,04%
✔
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%
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%
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%
90,78%
✖
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%
99,03%
✔
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%
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%
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%
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%
99,34%
✔
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%
97,43%
✖
PP1 - Train Operational Service Group (Apr 2016)
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.
95%
99,14%
✔
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%
98,84%
✔
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.
4
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.
4
8
✖
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%
99,43%
✔
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%
96,04%
✔
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%
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%
99,93%
✔
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%
99,71%
✔
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%
100,00%
✔
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%
99,82%
✔
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%
96,59%
✔
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
0
✔
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
7
0,56
✔
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%
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%
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%
91,38%
✖
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%
73,45%
✖
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%
99,07%
✔
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%
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%
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%
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%
98,60%
✔
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%
98,25%
✔
PP1 - Train Operational Service Group (May 2016)
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.
98,5%
99,55%
✔
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%
98,11%
✔
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.
4
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.
4
6
✖
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)
95%
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%
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%
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.
95%
99,93%
✔
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%
99,78%
✔
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%
100,00%
✔
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%
99,92%
✔
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%
97,29%
✔
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
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
7
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%
98,98%
✔
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%
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%
95,97%
✔
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%
91,67%
✖
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%
99,10%
✔
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%
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%
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%
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%
99,54%
✔
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%
97,93%
✖
PP1 - Train Operational Service Group (Jun 2016)
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.
98,5%
99,14%
✔
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%
97,96%
✔
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
2
✔
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%
99,63%
✔
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%
95,58%
✔
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%
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%
99,94%
✔
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%
99,77%
✔
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%
100,00%
✔
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%
99,30%
✔
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%
96,06%
✔
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
✔
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
1,16
✔
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%
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%
99,09%
✔
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%
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%
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%
100,00%
✔
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%
98,89%
✔
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%
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%
99,65%
✔
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%
99,12%
✔
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%
98,46%
✔
PP1 - Train Operational Service Group (Jul 2016)
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.
98,5%
99,55%
✔
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%
97,60%
✔
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
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.
4
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%
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%
96,01%
✔
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%
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%
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%
99,07%
✔
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%
100,00%
✔
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%
99,80%
✔
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%
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
1
0,57
✔
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%
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%
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%
99,19%
✔
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%
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%
99,24%
✔
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%
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%
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%
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%
99,67%
✔
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%
99,98%
✔
PP1 - Train Operational Service Group (Aug 2016)
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.
98,5%
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%
99,55%
✔
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
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.
4
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%
99,57%
✔
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%
93,06%
✖
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%
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%
99,93%
✔
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%
99,88%
✔
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%
100,00%
✔
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%
99,75%
✔
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%
98,55%
✔
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
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
1,12
✔
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%
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%
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%
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%
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%
100,00%
✔
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%
98,92%
✔
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%
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%
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%
99,32%
✔
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%
98,20%
✔
PP1 - Train Operational Service Group (Sep 2016)
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.
98,5%
99,99%
✔
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%
99,81%
✔
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
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%
99,78%
✔
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%
95,92%
✔
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%
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%
99,43%
✔
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%
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%
100,00%
✔
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%
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%
98,71%
✔
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
2,16
✖
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%
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%
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%
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%
98,54%
✔
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%
98,90%
✔
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%
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%
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%
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%
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%
98,42%
✔
PP1 - Train Operational Service Group (Oct 2016)
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.
98,5%
99,99%
✔
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%
99,81%
✔
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
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%
99,78%
✔
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%
95,92%
✔
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%
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%
99,45%
✔
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%
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%
100,00%
✔
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%
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%
98,71%
✔
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
2,16
✖
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%
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%
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%
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%
98,54%
✔
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%
98,90%
✔
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%
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%
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%
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%
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%
98,42%
✔
PP1 - Train Operational Service Group (Nov 2016)
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.
98,5%
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%
98,92%
✔
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.
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
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%
99,61%
✔
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%
95,28%
✔
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%
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%
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%
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%
100,00%
✔
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%
99,52%
✔
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%
98,66%
✔
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
0,56
✔
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
1,13
✔
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%
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%
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%
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%
%
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%
98,97%
✔
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%
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%
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%
99,85%
✔
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%
98,17%
✔
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%
99,14%
✔
PP1 - Train Operational Service Group (Dec 2016)
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.
98,5%
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%
99,57%
✔
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
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.
4
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%
99,60%
✔
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%
95,47%
✔
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%
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%
99,80%
✔
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%
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%
100,00%
✔
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%
99,44%
✔
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%
97,92%
✔
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%
97,09%
✔
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%
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%
99,27%
✔
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%
97,76%
✔
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%
99,34%
✔
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%
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%
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%
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%
98,98%
✔
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%
98,44%
✔
PP1 - Train Operational Service Group (Jan 2015)
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.
95%
99,92%
✔
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%
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.
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
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)
95%
99,85%
✔
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)
90%
98,05%
✔
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%
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%
0,00%
✔
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%
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%
99,96%
✔
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%
94,22%
✖
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%
99,76%
✔
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%
95,44%
✔
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
0,65
✔
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
7
0,65
✔
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%
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%
98,98%
✔
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%
99,67%
✔
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%
99,67%
✔
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%
98,27%
✔
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%
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%
98,74%
✔
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%
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%
99,04%
✔
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%
98,08%
✔
PP1 - Train Operational Service Group (Feb 2015)
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.
95%
99,48%
✔
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.
90%
97,72%
✔
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
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.
4
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)
95%
81,43%
✖
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)
90%
97,31%
✔
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%
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.
95%
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%
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%
100,00%
✔
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%
99,81%
✔
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%
96,96%
✔
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
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
7
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%
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%
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%
99,63%
✔
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%
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%
98,04%
✔
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%
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%
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%
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%
97,42%
✖
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%
96,56%
✖
PP1 - Train Operational Service Group (Mar 2015)
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.
95%
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.
90%
98,51%
✔
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.
4
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.
4
2
✔
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)
95%
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)
90%
98,16%
✔
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%
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.
95%
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%
99,85%
✔
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%
100,00%
✔
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%
99,81%
✔
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%
95,81%
✔
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
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
7
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%
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%
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%
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%
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%
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%
98,50%
✔
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%
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%
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%
99,15%
✔
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%
PP1 - Train Operational Service Group (Apr 2015)
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.
95%
99,86%
✔
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.
90%
98,92%
✔
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.
4
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.
4
3
✔
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)
95%
99,48%
✔
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)
90%
98,19%
✔
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%
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.
95%
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%
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%
100,00%
✔
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%
99,88%
✔
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%
95,86%
✔
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
0,0
✔
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
7
1,23
✔
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%
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%
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%
99,64%
✔
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%
99,60%
✔
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%
98,85%
✔
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%
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%
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%
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%
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%
98,86%
✔
PP1 - Train Operational Service Group (May 2015)
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.
95%
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.
90%
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.
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
2
✔
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%
95,98%
✖
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%
97,61%
✔
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%
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.
95%
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%
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%
100,00%
✔
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%
99,90%
✔
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%
95,87%
✔
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
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
7
0,59
✔
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%
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%
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%
99,63%
✔
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%
97,41%
✔
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%
99,04%
✔
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%
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%
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%
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%
98,96%
✔
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%
✔
PP1 - Train Operational Service Group (Jun 2015)
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.
95,0%
100,00
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.
90%
96,70%
✔
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.
4
3
✔
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
✔
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%
99,64%
✔
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%
97,68%
✔
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%
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.
95%
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%
99,80%
✔
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%
100,00%
✔
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%
99,84%
✔
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%
91,24%
✔
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
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
7
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%
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%
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%
98,60%
✔
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%
97,79%
✔
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%
99,11%
✔
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%
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%
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%
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%
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%
98,59%
✖
PP1 - Train Operational Service Group (Jul 2015)
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.
95%
99,64%
✔
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.
90%
97,81%
✔
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
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%
99,77%
✔
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%
95,11%
✔
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%
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.
95%
99,90%
✔
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%
99,90%
✔
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%
100,00%
✔
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%
99,87%
✔
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%
94,17%
✔
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
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
7
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%
99,07%
✔
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%
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%
98,85%
✔
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%
99,60%
✔
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%
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%
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%
99,33%
✔
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%
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%
99,50%
✔
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%
96,50%
✖
PP1 - Train Operational Service Group (Aug 2015)
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.
95%
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.
90%
98,37%
✔
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.
4
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.
4
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%
99,44%
✔
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%
98,03%
✔
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%
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.
95%
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%
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%
100,00%
✔
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%
99,86%
✔
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%
94,06%
✔
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
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
7
1,15
✔
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%
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%
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%
98,50%
✔
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%
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%
99,08%
✔
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%
0,00%
✖
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%
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%
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%
99,05%
✔
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%
98,40%
PP1 - Train Operational Service Group (September 2015)
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.
95,0%
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.
90%
98,69%
✔
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
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%
99,50%
✔
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%
97,46%
✔
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%
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.
95%
99,93%
✔
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%
99,94%
✔
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%
100,00%
✔
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%
99,83%
✔
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%
95,48%
✔
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
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
7
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%
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%
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%
95,86%
✔
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%
99,33%
✔
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%
98,33%
✔
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%
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%
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%
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%
99,28%
✔
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%
99,83%
✔
PP1 - Train Operational Service Group (Oct 2015)
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.
95%
99,92%
✔
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.
90%
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.
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
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%
96,28%
✖
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%
95,08%
✔
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%
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.
95%
99,35%
✔
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%
99,82%
✔
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%
100,00%
✔
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%
98,90%
✔
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%
96,02%
✔
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
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
7
0,54
✔
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%
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%
99,04%
✔
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%
93,10%
✖
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%
98,71%
✔
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%
98,77%
✔
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%
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%
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%
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%
99,67%
✔
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%
99,19%
✔
PP1 - Train Operational Service Group (Nov 2015)
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.
95%
99,99%
✔
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.
90%
99,22%
✔
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.
4
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.
4
2
✔
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%
99,42%
✔
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%
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%
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.
95%
98,12%
✔
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%
99,73%
✔
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%
100,00%
✔
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%
99,48%
✔
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%
96,44%
✔
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
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
7
1,16
✔
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%
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%
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%
96,83%
✔
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%
99,21%
✔
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%
98,75%
✔
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%
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%
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%
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%
99,18%
✔
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%
98,07%
✔
PP1 - Train Operational Service Group (Dec 2015)
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.
95%
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.
90%
98,49%
✔
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
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.
4
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%
99,08%
✔
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%
98,22%
✔
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%
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.
95%
✔
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%
99,48%
✔
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%
100,00%
✔
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%
99,61%
✔
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%
94,81%
✔
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
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
7
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%
99,02%
✔
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%
99,02%
✔
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%
91,73%
✖
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%
90,84%
✖
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%
98,45%
✔
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%
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%
98,79%
✔
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%
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%
99,04%
✔
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%
PP1 - Train Operational Service Group (Jan 2014)
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.
95%
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.
90%
98,60%
✔
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
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.
4
7
✖
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)
95%
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)
90%
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%
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.
95%
99,55%
✔
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%
99,92%
✔
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%
100,00%
✔
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%
99,55%
✔
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%
96,44%
✔
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
0,62
✔
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
7
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%
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%
98,86%
✔
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%
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%
99,67%
✔
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%
98,91%
✔
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%
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%
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%
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%
97,56%
✖
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%
96,13%
✖
PP1 - Train Operational Service Group (Feb 2014)
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.
95%
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.
90%
98,47%
✔
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
8
✖
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)
95%
99,50%
✔
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)
90%
98,76%
✔
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%
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.
95%
99,66%
✔
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%
99,84%
✔
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%
100,00%
✔
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%
99,52%
✔
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%
92,99%
✔
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
0,57
✔
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
7
0,57
✔
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%
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%
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%
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%
99,64%
✔
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%
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%
44,45%
✖
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%
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%
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%
99,18%
✔
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%
96,75%
✖
PP1 - Train Operational Service Group (Mar 2014)
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.
95%
99,48%
✔
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.
90%
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.
4
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.
4
13
✖
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)
90%
99,49%
✔
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)
90%
98,76%
✔
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%
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.
95%
98,88%
✔
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%
99,83%
✔
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%
100,00%
✔
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%
99,71%
✔
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%
91,39%
✔
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
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
7
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%
98,98%
✔
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%
98,97%
✔
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%
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%
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%
98,00%
✔
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%
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%
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%
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%
99,20%
✔
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%
98,04%
✔
PP1 - Train Operational Service Group (Apr 2014)
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.
95%
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.
90%
98,88%
✔
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
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.
4
9
✖
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)
95%
99,29%
✔
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)
90%
98,99%
✔
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%
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.
95%
99,92%
✔
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%
99,77%
✔
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%
99,100%
✔
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%
99,78%
✔
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%
93,85%
✔
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
0,61
✔
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
7
1,23
✔
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%
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%
99,02%
✔
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%
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%
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%
98,34%
✔
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%
98,88%
✖
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%
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%
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%
98,73%
✔
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%
98,50%
✔
PP1 - Train Operational Service Group (May 2014)
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.
95%
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.
90%
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.
4
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.
4
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)
95%
99,95%
✔
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)
90%
98,75%
✔
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%
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.
95%
99,76%
✔
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%
99,46%
✔
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%
100,00%
✔
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%
99,51%
✔
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%
90,43%
✔
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
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
7
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%
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%
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%
99,66%
✔
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%
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%
98,22%
✔
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%
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%
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%
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%
97,84%
✖
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%
97,86%
✖
PP1 - Train Operational Service Group (Jun 2014)
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.
95%
100,00%
✔
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.
90%
99,66%
✔
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.
4
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.
4
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)
95%
98,90%
✖
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)
90%
98,88%
✔
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%
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.
95%
99,80%
✔
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%
99,74%
✔
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%
100,00%
✔
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%
99,77%
✔
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%
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
0,62
✔
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
7
0,62
✔
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%
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%
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%
90,72%
✖
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%
95,37%
✔
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%
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%
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%
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%
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%
97,15%
✖
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%
96,96%
✖
PP1 - Train Operational Service Group (Jul 2014)
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.
95,0%
99,79%
✔
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.
90%
99,43%
✔
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
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.
4
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)
95%
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)
90%
98,55%
✔
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%
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.
95%
99,63%
✔
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%
99,70%
✔
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%
100,00%
✔
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%
99,55%
✔
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%
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
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
7
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%
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%
98,10%
✔
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%
92,41%
✖
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%
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%
97,23%
✖
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%
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%
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%
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%
97,90%
✖
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%
97,69%
✖
PP1 - Train Operational Service Group (Aug 2015)
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.
95%
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.
90%
98,67%
✔
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
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.
4
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)
95%
98,53%
✖
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)
90%
99,12%
✔
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%
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.
95%
99,50%
✔
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%
99,49%
✔
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%
100,00%
✔
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%
99,76%
✔
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%
96,63%
✔
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
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
7
0,58
✔
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%
98,95%
✔
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%
98,94%
✔
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%
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%
99,60%
✔
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%
96,11%
✖
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%
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%
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%
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%
97,26%
✖
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%
98,70%
✔
PP1 - Train Operational Service Group (Sep 2014)
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.
95%
99,40%
✔
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.
90%
98,39%
✔
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
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.
4
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)
95%
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)
90%
99,17%
✔
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%
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.
95%
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%
99,85%
✔
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%
100,00%
✔
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%
99,79%
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%
97,02%
✔
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
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
7
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%
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%
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%
97,41%
✔
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%
99,25%
✔
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%
98,44%
✔
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%
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%
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%
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%
98,93%
✔
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%
98,51%
✔
PP1 - Train Operational Service Group (Oct 2014)
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.
95%
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.
90%
98,32%
✔
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
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.
4
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)
95%
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)
90%
98,67%
✔
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%
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.
95%
99,94%
✔
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%
99,81%
✔
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%
100,00%
✔
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%
99,69%
✔
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%
97,07%
✔
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
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
7
1,10
✔
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%
95,37%
✔
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%
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%
96,59%
✔
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%
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%
98,10%
✔
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%
98,50%
✖
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%
99,33%
✔
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%
99,91%
✔
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%
99,53%
✔
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%
99,43%
✔
PP1 - Train Operational Service Group (Nov 2014)
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.
95%
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.
90%
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.
4
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.
4
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)
95%
99,88%
✔
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)
90%
98,84%
✔
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%
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.
95%
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%
99,82%
✔
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%
100,00%
✔
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%
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%
96,89%
✔
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
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
7
1,24
✔
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%
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%
98,92%
✔
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%
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%
99,64%
✔
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%
98,35%
✔
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%
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%
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%
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%
99,14%
✔
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%
%
PP1 - Train Operational Service Group (Dec 2014)
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.
95%
99,61%
✔
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.
90%
9873%
✔
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
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.
4
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)
95%
99,90%
✔
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%
99,26%
✔
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%
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.
95%
99,91%
✔
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%
99,82%
✔
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%
0,00%
✖
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%
99,77%
✔
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%
95,02%
✔
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
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
7
0,75
✔
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%
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%
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%
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%
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%
98,67%
✔
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%
98,50%
✔
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%
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%
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%
99,17%
✔
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%
✔