Light rail and trams

07.03.18

Metrolink told to publish performance figures after communication mishaps

Manchester Metrolink is to publish a monthly report into its performance, as part of a new drive to improve the passenger experience.

The report will publish statistics on the Metrolink’s performance, including punctuality and cancellations, which Transport for Greater Manchester (TfGM) says will give the public a way of monitoring service standards.

An initial report into issues with overhead lines which affected thousands of passengers on 19 and 20 February has been published, examining the incident, the operational response, customer communication and steps to reduce the risk of similar events in the future.

Shortcomings in communications were identified that day, and so Andy Burnham, mayor of Greater Manchester, has asked TfGM and Metrolink operator KeolisAmey Metrolink to make immediate improvements to customer communications.

Burnham said that the incident was “a clear example of a serious incident bringing services to a standstill, which could have been far better explained to customers.”

He added: “On this basis I have asked TfGM to publish the report which has been done so that everyone can find out the facts for themselves.

“I have also asked that they now publish a monthly report detailing operational performance.”

The monthly performance reports will start being published from the end of April.

Stephen Rhodes, customer director at TfGM, explained: “TfGM is absolutely committed to keeping Greater Manchester on the move.

“We are taking steps to enhance the customer information we provide and will be working closely with our partners to ensure customers are kept up to speed when there are issues.”

In the future, TfGM’s control room will become a 24-hour operation, which TfGM says means it will be able to deliver fast and accurate updates day and night.

The first meeting of the mayor’s Transport Board is set to take place on 26 March, and will provide the mayor with the opportunity to scrutinise the performance of the region’s transport operators, and hold them to account when necessary.

Currently, rail operators are not required to formally report any delays or issues at a Greater Manchester level.

Top image: George Standen

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