By email
Shed 39, 2 Fryat Quay
Pipitea, Wellington 6011
PO Box 11646
17 December 2018
Manners Street
Wellington 6142
T 04 384 5708
File Ref: OIAP-7-8743
F 04 385 6960
www.gw.govt.nz
Mike Mellor
[FYI request #9125 email]
Dear Mr Mellor
Request for information 2018-345
I refer to your request for information dated 26 November 2018, which was received by Greater
Wellington Regional Council on 26 November 2018. You have requested the following information:
“
1. Metlink web page https://www.metlink.org.nz/service-updates/timetables-are-changing-for-a-
number-of-bus-routes-from-11-november/ says that the 11 November 2018 bus timetable changes
“should improve bus journeys for many of you, delivering...better connections between services”.
I request all information relevant to the connections referred to in the above statement, including
but not restricted to:
a) the criteria used to define “better connections”;
b) for both the pre 11 November and post 11 November timetables for the affected routes, by
location, direction and by day of the week (Monday-Friday; Saturday; Sunday), how connections to
and from each route perform with respect to each criterion.
2. Metlink web page https://www.metlink.org.nz/customer-services/heres-what-were-doing/ says that
“When properly working, you shouldn’t have to wait on average more than five minutes to make a
timetabled connection to another bus at a sheltered bus hub”.
I request the following information for the post 11 November timetables, and for the pre 11
November timetables where the latter are different, for all timetabled connections into and out of
each of the routes 1, 2, 7, 21 and 22, by location, direction and by day of the week (Monday-Friday;
Saturday; Sunday):
a) the total number of timetabled connections;
b) the number and percentage of connections that exceed five minutes;
c) the number and percentage of connections that exceed ten minutes;
d) the shortest and longest connections;
e) the intended meaning of "properly working", and how this meaning was arrived at;
RESPONSE TO REQUEST
f) the intended meaning of "on average more than five minutes", and how this meaning was arrived
at.”
GWRC’s response follows.
Q.1(a) The criteria used to define “better connections”
There were no specific criteria used to define the term better connections. However, the term refers
to the fact that outside of network disruptions the connections should generally be reliable for
customers.
In order to make connections better, we reviewed bus timetables and made adjustments to the timing
of the route 1 and 7 trunk services with the aim of ensuring most trips are able to arrive at hubs
within 5 minutes of the scheduled arrival time to facilitate more reliable connections for customers.
Allowing for uncertainty with how timetable changes would perform (only known after changes
made) we have been conservative with the time window for connecting services and erred on the
side of caution increasing connection windows from 2 to around 5 minutes at Brooklyn while at
Johnsonville and Newtown connection windows longer than 5 minutes have been used to give more
certainty to customers that connections will be made. Over time as timetables are adjusted and
systems in place to support connections we hope to be able to tighten connection windows further.
Q.1(b) For both the pre 11 November and post 11 November timetables for the affected routes,
by location, direction and by day of the week (Monday-Friday; Saturday; Sunday), how
connections to and from each route perform with respect to each criterion.
Initial observations are that connections between the route 7 and 17, 7 and 29, 7 and 23, 1 and 23, 1
and 29, and 1 and 19e are working well. For the route 7 at Brooklyn most buses from the city appear
to be arriving within the 5 minute connection window and on the occasions when observed running
say 6 or seven minutes late the connecting route 17 and 29 buses have been observed waiting the
extra couple of minutes to ensure the connection is made. Customer Experience interviews have
noted positive customer feedback regarding the connection between the route 7 and 23 at Kingston.
The table below sets out initial monitoring of connections with routes 1 and 7 for the first two weeks
following introduction of the new timetables:
Connecting
Average percentage of
Route
connections made
Prior to 11 Nov
Since 11 Nov
17
72%
86%
19
64%
84%
23
70%
88%
29
73%
85%
60
84%
94%
Total
73%
88%
RESPONSE TO REQUEST 2018-345
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Please note this data is preliminary. We are aware this data understates the actual level of
connections being made by customers as the analysis assumed conservative walk times of 2 minutes
at Brooklyn, Kingston and Wellington Hospital, and 5 minutes at Johnsonville. Tools to verify when
connections have been successfully made such as matching Snapper boardings and alighting data for
feeder and taker services are still being developed to give a more accurate picture of connections
made.
Q.2(a)-(d)
I request the following information for the post 11 November timetables, and for
the pre 11 November timetables where the latter are different, for all timetabled
connections into and out of each of the routes 1, 2, 7, 21 and 22, by location,
direction and by day of the week (Monday-Friday; Saturday; Sunday):
a) the total number of timetabled connections;
b) the number and percentage of connections that exceed five minutes;
c) the number and percentage of connections that exceed ten minutes;
d) the shortest and longest connections
We attach the connecting service timetables that changed on 11 November along with all the
connecting service timetables prior to 11 November as at 14 October which show connecting times
to routes 1, 2, 7, 21 and 22, by location, direction and by day of the week. From this you will be able
to determine the information you have requested.
Q.2(e) The intended meaning of "properly working", and how this meaning was arrived at
This term was arrived at by the communications team and means working as a reasonable customer
would expect it to be working to be able to depend on the service for day to day travel.
Q.2(f) The intended meaning of "on average more than five minutes", and how this meaning
was arrived at.
This is an aspiration based on what customers have told us they consider a preferred maximum wait
time and which we are working towards.
RESPONSE TO REQUEST 2018-345
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If you have any concerns with the decision(s) referred to in this letter, you have the right to request
an investigation and review by the Ombudsman under section 27(3) of the Act.
Yours sincerely
Angus Gabara General Manager, Public Transport (Acting)
RESPONSE TO REQUEST 2018-345
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