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.
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1)
Reliability |
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1.1 Scheduled bus trips operated
on each bus service |
At
least 96% monthly.
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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
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1.3 Bus breakdown rate on all
bus services
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Less
than 1.5% monthly. |
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2)
Loading |
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2.1 Bus loading during
weekday peak periods on each bus service |
Not
exceeding 95% daily. |
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3)
Safety |
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3.1 Accident rate on all bus
services |
Less
than 0.75 per 100,000 bus-km per month.
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4)
Availability |
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4.1 Access to any bus
service |
To
run at least one bus service within 400m radius of any development
subject to minimum demand.
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4.2 Provision of direct bus
service connections
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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.
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4.3 Bus service operating hours
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At
least 18 hours daily, unless otherwise stipulated by the
PTC. |
|
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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)
With
effect from 1 August 2008, at least 85% (to be changed to 90% with
effect from 1 August 2009) of feeder bus services to operate at
headway of not more than 10 minutes during weekday (excluding public
holidays) peak periods, unless otherwise stipulated by the
PTC.
c)
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.
d) 100%
of bus services to operate at headway of not more than 30 minutes,
unless otherwise stipulated by the PTC.
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5)
Integration |
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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.
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6)
Information |
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6.1
Availability of up-to-date information
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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) |
Public Transport Customer Satisfaction
Survey
In 2004, the PTC initiated the
first Bus Passenger Satisfaction Survey to better determine the quality
and expectation of bus services from the commuters' viewpoint and to
facilitate setting of new quality of bus service standards. Similar
surveys had since been conducted by the PTC in 2005 and 2006.
To
better reflect commuters' experience in public transport, the PTC's Bus
Passenger Satisfaction Survey will be replaced by the LTA's Public
Transport Customer Satisfaction Survey. Commissioned by the LTA in
November 2006, this survey measures commuters' satisfaction with public
transport services and involves both the public bus and rail services.
Results of the survey have revealed that eight in 10 (84%) respondents
were satisfied with bus and rail services in Singapore. For bus commuters,
accessibility/location, safety and security and comfort were ranked as the
top 3 service attributes that they were most satisfied with. The PTC has
taken these findings into account in the setting of the QoS standards for
basic bus services.
For
results of the Public Transport Customer Satisfaction Survey 2007 , please
refer to the LTA.
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