Annex 1 Bus Operator Performance Parameters

Asian Case Study

Service Parameters for Bus Service Franchises in Singapore

Bus Operating Franchises in Singapore are subject to Quality of Service Standards established and monitored by the Passenger Transport Council (PTC). The following text describes the current Quality of Service Standards. It is reproduced from the PTC website at www.ptc.gov.sg

One of the key roles of PTC is to regulate bus service standards. In fulfilling this role, the PTC has put in place a comprehensive regulatory framework to assure the quality of bus services. This includes setting quality of service standards for the compliance of basic bus operators, conducting regular compliance audits and spot checks to track the performance of bus services. The PTC also intervenes when service lapses are detected, and directs the operators to take remedial action to address them. In addition, the PTC encourages public transport operators to continuously improve their services to meet the needs and expectation of commuters.

Quality of Service Standards

The PTC established a comprehensive set of bus service standards and specifications to regulate the performance of the basic bus operators in 1994. To better reflect and match the commuters’ needs and experience, the PTC has introduced a new set of Quality of Service (QoS) standards for basic bus services in July 2006. The new QoS standards are used to measure performances and hold the operators to strive to deliver better services without unnecessarily pushing up the costs of service provision.

The new QoS standards cover various attributes in six aspects of bus services that relate closely to the actual travelling experience of the commuters.

1) Reliability
1.1 Scheduled bus trips operated on each bus service At least 96% monthly.
1.2 Bus service should adhere to not more than 5 minutes of its scheduled headway (frequency) upon departure at the bus interchanges and terminals Not less than 85% daily.
1.3 Bus breakdown rate on all bus services Less than 1.5% monthly.
2) Loading
2.1 Bus loading during weekday peak periods on each bus service Not exceeding 95% daily.
3) Safety
3.1 Accident rate on all bus services Less than 0.75 per 100,000 bus-km per month.
4) Availability
4.1 Access to any bus service To run at least one bus service within 400m radius of any development subject to minimum demand.
4.2 Provision of direct bus service connections To run direct bus services:
a) Between an HDB neighbourhood and a nearby bus interchange or MRT station.
b) Between major employment/ activity centres and a nearby bus interchange or MRT station.
c) Between HDB towns and the Central Business District, and Jurong Industrial Estate.
These requirements are subject to minimum demand. The requirements may not be applicable where there are available MRT/NEL/LRT services.
4.3 Bus service operating hours At least 18 hours daily, unless otherwise stipulated by the PTC.
4.4 Bus service scheduled headways (frequencies) a) At least 80% of bus services to operate at headway of not more than 15 minutes (to be changed to 10 minutes with effect from Aug 2009) during weekday (excluding public holidays) peak periods, unless otherwise stipulated by the PTC.
b) At least 85% of bus services to operate at headway of not more than 20 minutes during off-peak periods, unless otherwise stipulated by the PTC.
c) 100% of bus services to operate at headway of not more than 30 minutes, unless otherwise stipulated by the PTC.
5) Integration
5.1 Bus service integration in HDB Towns a) At least one bus service to depart from the bus interchange/terminal at 6.00 am or earlier, daily.
b) At least one bus service to depart from the bus interchange/terminal at 12 midnight or after the last train service, whichever is later, daily.
6) Information
6.1 Availability of up-to-date information a) To provide hotline and information on internet website for convenient trip planning;
b) To display information at all bus interchanges/ terminals with passenger boarding activities;
c) To display information at all bus stops with display facilities; and
d) To provide timetables at bus stops for bus services with long headway (i.e. headway of 20 minutes or more, for more than 20% of the bus trips)

Source: Reproduced from the PTC website at www.ptc.gov.sg

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