Franchised networks are being introduced with the objective of enhancing the quality of bus services. Measuring and monitoring operator performance is crucial in ensuring the effectiveness of these networks. Technology plays a significant role in this process by providing tools for data collection, analysis, and monitoring.
Importance of measuring performance
Establishing key performance indicators (KPIs) to monitor the performance of bus operators is essential for transport authorities to improve subsidised services or those within a franchised network.
KPIs provide a standardised and objective way to measure and evaluate the performance of bus operators against set targets and industry benchmarks. This allows the transport authority to assess the efficiency, effectiveness, and quality of bus services provided to the public.
KPIs will also help identify areas of improvement and track progress over time, enabling the transport authority to make data-driven decisions.
Additionally, establishing KPIs promotes transparency and accountability within the public transportation system, fostering trust and confidence among stakeholders, including passengers, operators, and local transport authorities. Overall, monitoring performance through KPIs enables the local transport authority to drive continuous improvement, enhance service quality, and ensure the overall effectiveness of the public transportation system.
Benchmarking operators
Benchmarking bus operators is a valuable tool for improving overall performance. By comparing KPIs local transport authorities can identify areas where operators excel and areas where they may need to improve.
This comparative analysis can help set performance targets, identify best practices, and implement strategies to enhance overall service quality to continuously strive to improve their performance and provide a better experience for passengers.
What to measure
Conducting regular performance evaluations and audits of operators based on key metrics such as on-time performance, customer satisfaction, vehicle maintenance and safety records can help identify areas for improvement.
Utilising data analytics to analyse passenger feedback and operational data can also provide valuable insights for enhancing bus service quality. By implementing these strategies, transport authorities can optimise bus services and enhance the overall passenger experience.
Challenges of measuring operator performance
Measuring performance of bus operators and benchmarking against competitors can present several challenges.
One common challenge is obtaining accurate and comparable data from operators, as not all operators may track or report the same performance metrics in the same way. It is key to establish consistency and standardisation in performance metrics across different operators within the network.
Additionally, the complexity of managing multiple operators within a franchised network can make it challenging to aggregate and analyse performance data effectively. Furthermore, maintaining confidentiality and data security when sharing sensitive operational information with competitors can be a concern.
Lastly, interpreting results and translating them into actionable insights for performance improvement can be complex and require careful analysis and strategic planning.
How technology can help
Technology plays a crucial role in helping transport authorities to get ahead and efficiently manage all stages of the contract procurement, management, and performance analysis for a franchised network.
A platform can help to streamline data collation from multiple operators within the network and standardise processes, as well as aggregate and analyse performance data effectively and quickly.
Workflows can be automated to efficiently consolidate data from a combination of sources from operators, third party systems and transport authority audits into one central repository. Data sources such as:
- Ticket machine data
- Customer services
- Driver training records
- Vehicle inspections and engineering audits
- Operational inspections and audits
With data aggregated effortlessly, standards can be set to score and benchmark operators against KPIs covering the key areas: reliability of service, drivers, safety, vehicle and operator processes.
Built-in reporting provides the transport authority on-demand access to operator performance and with comprehensive data collated, root causes can be investigated to identify issues and gain a deeper understanding of individual operator scores.
The platform can be configured to easily give operators visibility of their own results along with how they are performing against other operators, so they can see where they excel and areas where they may need to improve.
Summary
Monitoring operator performance through KPIs and benchmarking against other bus operators enables the local transport authority to drive continuous improvement, enhance service quality, and ensure the overall effectiveness of the franchised network.
There are several challenges to monitor performance including obtaining accurate and comparable data from operators, and complexities around managing multiple operators and volume of data.
Technology can streamline data collation from multiple sources and standardise processes to efficiently aggregate and analyse performance. A clear measurement framework within the system along with on-demand performance reporting will enable transport authorities to develop improvement plans and ensure a quality service is being delivered to meet the needs of the local community.
By fostering collaboration among operators and promoting a culture of continuous improvement transport authorities can drive overall performance excellence and grow patronage in a franchised bus network.
How we can help
With franchising gaining prominence, technology will play an increasingly important role. We can help transport authorities to successfully navigate the challenges of managing contracts and monitoring operator performance with our Contract Performance solution. Comprehensive reporting and analytics are delivered through our Insights solution which enables data-driven decisions to improve operator performance across the network.
