PTC Raises The Bar On Service Standards For Basic Bus Services
The Public Transport Council (PTC) will be further tightening the quality of service (QoS) standards for basic bus services provided by the two licensed public transport operators, SBS Transit Ltd and SMRT Buses Ltd. A key change is that the PTC will require the bus operators to run at least 80% of their bus services at headways or frequencies of not more than 10 minutes, instead of the present 15 minutes, during weekday peak hours. This change will be phased in over two years.
2. In addition, with effect from October 2007, the operators will be fined for any failures to meet the QoS standards.
Operators able to meet most QoS standards
3. The PTC had introduced a more stringent set of QoS standards in 2006 to better reflect the travel experience of commuters. The QoS standards were implemented in September 2006, with a trial period to allow for the standards to be refined. SBS Transit’s and SMRT Buses’ operating performances over the trial period showed that the QoS standards set by the PTC were demanding but achievable. Details of the operators’ performance on the QoS standards are in the attached Fact Sheet. (found at PTC's website at www.ptc.gov.sg)
Tighter standards for peak hour headways and provision of service information
4. Following the trial, the PTC has decided to further tighten two of the 19 parameters in the QoS standards as follows:
"The PTC decided that the current service provision standard of 15 minutes for peak period can be reduced further. This is long when we factor in the 5 minute allowance for operational deviation in the actual schedule. On the ground, this could translate to waiting times of 20 minutes or more for some commuters.
In tightening the QoS standards, the PTC has carefully calibrated them to avoid unduly increasing the PTOs’ compliance costs. In any case, fare adjustments are based on a maximum fare adjustment formula determined by macroeconomic factors such as the overall price inflation and wage growth in the economy as a whole, and not a cost-plus formula where higher operating costs feed directly into higher fares."
Penalties to be imposed for non-compliance from October 2007
6. Following the review, the PTC has also decided that with effect from October 2007, financial penalties will be imposed for any failure to meet the mandatory QoS standards. Depending on the standards, the penalty quantum ranges from $100 per day per bus service to $10,000 per month per standard. The penalty framework will be reviewed periodically to ensure its relevance. Details are in the attached Fact Sheet.
7. Mr Gerard Ee, Chairman of the PTC explained,
"We recognise that incidental service lapses can and do happen. The PTC believes that the operators take their responsibilities seriously and work hard to improve their services over time. Imposing a financial penalty is to send a clear signal to the operators that they should consistently maintain a high level of service."
8. The PTC will announce the results of the public transport operators’ QoS performance every 6 months, starting from April 2008.
2. In addition, with effect from October 2007, the operators will be fined for any failures to meet the QoS standards.
Operators able to meet most QoS standards
3. The PTC had introduced a more stringent set of QoS standards in 2006 to better reflect the travel experience of commuters. The QoS standards were implemented in September 2006, with a trial period to allow for the standards to be refined. SBS Transit’s and SMRT Buses’ operating performances over the trial period showed that the QoS standards set by the PTC were demanding but achievable. Details of the operators’ performance on the QoS standards are in the attached Fact Sheet. (found at PTC's website at www.ptc.gov.sg)
Tighter standards for peak hour headways and provision of service information
4. Following the trial, the PTC has decided to further tighten two of the 19 parameters in the QoS standards as follows:
- To shorten the planned peak period headway (or frequency) from 15 minutes to 10 minutes.
The operators must have at least 80% of their bus services operating at headways of not more than 10 minutes (presently 15 minutes) during weekday peak hours. The operators will be given two years to comply with the revised standard (i.e. the revised standard will take effect from August 2009). This is to allow the operators to progressively procure more buses and recruit and train more drivers in order to meet this requirement. - To also require the display of timetables (at bus stops) of bus services for which more than 20% of its bus trips have a headway (or frequency) of 20 minutes.
Presently, the operators are required to provide timetables at bus stops for bus services with more than 20% of the bus trips having headways exceeding 20 minutes. PTC has decided to extend this requirement to include services for which the headway is exactly 20 minutes as well. This will take effect from August 2007.
"The PTC decided that the current service provision standard of 15 minutes for peak period can be reduced further. This is long when we factor in the 5 minute allowance for operational deviation in the actual schedule. On the ground, this could translate to waiting times of 20 minutes or more for some commuters.
In tightening the QoS standards, the PTC has carefully calibrated them to avoid unduly increasing the PTOs’ compliance costs. In any case, fare adjustments are based on a maximum fare adjustment formula determined by macroeconomic factors such as the overall price inflation and wage growth in the economy as a whole, and not a cost-plus formula where higher operating costs feed directly into higher fares."
Penalties to be imposed for non-compliance from October 2007
6. Following the review, the PTC has also decided that with effect from October 2007, financial penalties will be imposed for any failure to meet the mandatory QoS standards. Depending on the standards, the penalty quantum ranges from $100 per day per bus service to $10,000 per month per standard. The penalty framework will be reviewed periodically to ensure its relevance. Details are in the attached Fact Sheet.
7. Mr Gerard Ee, Chairman of the PTC explained,
"We recognise that incidental service lapses can and do happen. The PTC believes that the operators take their responsibilities seriously and work hard to improve their services over time. Imposing a financial penalty is to send a clear signal to the operators that they should consistently maintain a high level of service."
8. The PTC will announce the results of the public transport operators’ QoS performance every 6 months, starting from April 2008.
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