London Underground Performance report 8 11/1 (16 October 1 November 11) MAYOR OF LONDON Transport for London
Contents Page 1. Introduction, context and overview of period 3. Network performance summary 3. Percentage of scheduled kilometres operated 6. Excess journey time 7. Total journey time 8 6. Percentage of scheduled kilometres operated peak and off peak 9 7. Percentage of scheduled kilometres operated weekdays and weekends 1 8. Station closures 11 9. Escalator availability (including planned works) 1 1. Lift availability (including planned works) 13 11. Escalators and lifts undergoing planned works in the period 1 1. Rolling stock mean distance between failures 1 13. Signal and point related delays of more than two minutes 16 1. Track related delays of more than two minutes 17 1. Total Lost Customer Hours all causes 18 16. Lost Customer Hours ranked by cause 19 17. Top five highest Lost Customer Hours incidents for each line 1 18. Glossary and explanations of measures and terms 3 19. Details of reporting periods 6
LONDON UNDERGROUND PERFORMANCE REPORT PERIOD 8 11-1 (16 OCTOBER 1 NOVEMBER 11) INTRODUCTION This report presents London Underground s performance during the four-week period ended on 1 November 11 along with trends over the last year. It contains a series of performance measures designed to reflect customers experiences of travelling on the Tube. A glossary explaining these measures is provided on pages to 6. CONTEXT London Underground trains serve 69 stations (this excludes Blackfriars which is currently closed) over a traffic day from approximately : to 1: (shorter on Sundays). London Underground is responsible for maintaining 6 passenger escalators and 19 passenger lifts. At 9: on Mondays to Fridays, 3 trains are scheduled to be in service on the network which covers route kilometres. In the last financial year, ended on 31 March 11, London Underground trains ran 68.9 million kilometres and carried 1,17 million passengers. PERIOD 8 PERFORMANCE Customer Satisfaction The second quarter s overall evaluation score was 79, the same as in each of the previous three quarters. The third quarter score will be available in period 1. Passenger Journeys A new demand record of.6 million passenger journeys was set in period 8, up by.7 million from the previous record established last period. To date, passenger journeys are 3 higher than in the first eight periods of 1/11. Journey Time Excess journey time improved (i.e. fell) by.1 minutes this period compared to last, as the effects of the periodic rise in demand described above was offset by improved service reliability. 3
Network scheduled journey time reduced by. minutes reflecting the first full fourweek period of working timetable 33 on the Victoria line. Train Service The network percentage of the scheduled kilometres that were operated, at 97., improved by 1 from period 7 and was the best result since period 3. This result comprised 97 of service in the Monday to Friday peaks and 97.6 in the off-peak. A total of 1 S-stock trains have been delivered to London, of which 16 are scheduled for running in passenger service on the Metropolitan line. Due to a number of reliability issues, a decision was taken in November to temporarily halt further deliveries to allow time for implementation of approved modifications and increased testing, ensuring further reliability improvements in advance of trains entering passenger service. Deliveries have subsequently resumed. Station Service There were 6 unplanned station closures in the period, one more than in period 7, with a total duration of 6 hours which represents just. per cent of scheduled station opening hours. The most significant causes of station closures this period were Defective Fire/Safety Equipment (1) Staff Absence / Shortage (11); Power Failure (8) and Customer Action (7). Network escalator availability was.3 (.8 excluding planned works) and lift availability was 9.1 (. excluding planned works). An upgrade to the LU electronic service update boards (ESUBs) was completed over the weekend of 8 and 9 October. Key new features are multiple statuses per line, and grouping of disrupted lines. Service Disruption - Lost Customer Hours The number of lost customer hours (LCH) decreased by 63, from period 7, and improving trends continued on all lines apart from the Bakerloo. Of particular note is the improving trend on the Circle and Hammersmith & City lines over the past year (page 18). The five incidents with the highest LCH values on each line are listed on pages 1 and.
London Underground Performance Report - 8 11/1 Network Performance Summary Targeted Measures Unit Year Last This Trend Ago Target Chart(s) Customer Satisfaction - Overall Evaluation (1) () Score 8 79 79 8 Page Passenger Journeys () Millions 9.3 91.9.6.7 Page Percentage of Schedule.9. 97..7 Page 6 Excess Journey Time 8. 6.18 6. 6.31 Page 7 Other Measures Unit Year Last This Moving Trend Ago Annual Av Chart(s) Total Journey Time 6.1...33 Page 8 Percentage of Schedule (Peak) 91.6 9.9 97. - Page 9 Percentage of Schedule (Offpeak) 93..8 97.6 - Page 9 Percentage of timetable (weekdays) 91.9.1 97. - Page 1 Percentage of timetable (weekends) 77.7 79..6 - Page 1 Station Closures Number 61 6 73 Page 11 Escalator Availability 9.7.3.3. Page 1 Lift Availability 97.3 9.1 9.1.9 Page 13 Rolling Stock Mean Distance Between Failures Kilometres 13,376 13,9 1,83 1,6 Page 1 Signal & Points Related utes Number 1 17 199 39 Page 16 Track Related utes Number 3 36 36 37 Page 17 Lost Customer Hours,,1,87, Page 18 (1) Customer Satisfaction is measured quarterly, so the figures shown in 'this period' and 'last period' columns are for the most recent and previous quarters. () These results are reported at Network level only. All other measures in this table are reported by line in the following pages. 8 8 Customer Satisfaction - Overall Evaluation 1 9 9 Passenger Journeys Score 78 76 Millions 8 8 7 7 7 6 7 3 1 Quarter 6 Actual Target Actual Target
London Underground Performance Report - 8 11/1 Percentage of Scheduled Kilometres Operated - All Day, Every Day Bakerloo line Central line Victoria line 1 9 1 9 1 9 District line Metropolitan line Circle and Hammersmith & City lines 1 1 1 9 9 9 Jubilee line Northern line Piccadilly line 1 1 1 9 9 9 1 Waterloo & City line 1 Network 7 8 Target 9 9 Bakerloo 97.3..9 Central. 97.3 97. Victoria.3. 9. District.8 97.9 97. Metropolitan 97. 97.3.9 Circle & Hamm 93.9..8 Jubilee 97.8 97.7.8 Northern.9.. Piccadilly 9.6 97.6 97. Waterloo & City.8. 9.7 NETWORK. 97..7 Higher percentages represent better performance Actual (line colour) Target The graphs show the percentage of scheduled kilometres operated by trains in passenger service on each line. Scheduled kilometres are the distances timetabled to be run, adjusted for planned engineering works. Percentage of schedule improved by 1 from last period to 97., which was.8 ahead of target and the best result since period 3. The Jubilee line maintained its recent improvement, achieving over 99 of schedule in the last week of the period. Only the Bakerloo line recorded a shortfall against its target: notable incidents included Network Rail track circuit failures on 3, 9 and 1 November; detrainment of stalled Virgin trains at Wembley and South Kenton on November; and a medical fatality at Oxford Circus on 11 November. 6
London Underground Performance Report - 8 11/1 Excess Journey Time 9 8 7 6 3 1 Bakerloo line 9 8 7 6 3 1 Central line 9 8 7 6 3 1 Victoria line District line Metropolitan line Circle and Hammersmith & City lines 9 8 7 6 3 1 9 8 7 6 3 1 9 8 7 6 3 1 9 8 7 6 3 1 Jubilee line 9 8 7 6 3 1 Northern line 9 8 7 6 3 1 Piccadilly line 9 8 7 6 3 1 Waterloo & City line 9 8 7 6 3 1 Network 7 8 Target Bakerloo 3..6. Central 6.7.76.61 Victoria 6.1 6.83 6. District.16 3.16 3.6 Metropolitan 6.38 6.8 6. Circle & Hamm...3 Jubilee 3.31 3.8.3 Northern 3.67..1 Piccadilly..7.6 Waterloo & City 1.3 1.9.17 NETWORK 6.18 6. 6.31 Lower numbers represent better performance Actual (line colour) Target The time in minutes to complete an average journey on the network over and above the expected time, weighted by customer time values. The calculation includes the impact of planned closures. Network excess journey time improved (i.e. fell) by.1 minutes this period compared to last, as the effect of a periodic rise in demand was offset by improved service reliability. 7
London Underground Performance Report - 8 11/1 Total Journey Time 3 3 1 1 Bakerloo line 3 3 1 1 Central line 3 3 1 1 Victoria line District line Metropolitan line Circle and Hammersmith & City lines 3 3 1 1 3 3 1 1 3 3 1 1 3 3 1 1 Jubilee line 3 3 1 1 Northern line 3 3 1 1 Piccadilly line 1 1 Waterloo & City line 3 3 1 1 Network 8 Schedule Excess Total Bakerloo 8..6 3. Central 3.1.76 37. Victoria.1 6.83 3.93 District 31. 3.16 3.36 Metropolitan 3.7 6.8 9.3 Circle & Hamm 31.7. 36.68 Jubilee 6. 3.8 3.8 Northern 9.. 33. Piccadilly 3.16.7 36.91 Waterloo & City 8.1 1.9 9.6 NETWORK 38. 6.. Lower numbers represent better performance Scheduled Journey Time Excess Journey Time The time in minutes to complete an average journey on the network, weighted by customer time values (see glossary). The schedule improved by. minutes as this was the first full -week period of working timetable 33 on the Victoria line. This timetable had been introduced on September, one week into period 7. 8
London Underground Performance Report - 8 11/1 Percentage of Scheduled Kilometres Operated - Peak & Offpeak Bakerloo line Central line Victoria line 1 9 1 9 1 9 District line Metropolitan line Circle and Hammersmith & City lines 1 1 1 9 9 9 Jubilee line Northern line Piccadilly line 1 1 1 9 9 9 1 Waterloo & City line 1 Network 8 Peak Offpeak All Day 9 9 Bakerloo.9.6. Central 97. 97.3 97.3 Victoria.1 97.. District 97.8 97.9 97.9 Metropolitan 9.8 97.9 97.3 Circle & Hamm 9.6.. Jubilee. 97. 97.7 Northern..6. Piccadilly 97. 97.7 97.6 Waterloo & City 97.1 99.7. NETWORK 97. 97.6 97. Higher percentages represent better performance Peak Offpeak The graphs show the percentage of scheduled kilometres operated by trains in passenger service on each line during peak and offpeak periods. Peak is defined as Monday to Friday 7: to 1: and 16: to 19:, excluding public holidays. Scheduled kilometres are as defined on page 3. Peak percentage is usually lower than offpeak as the more intensive service levels operated during peak times means that any disruption causes a larger loss of service than at quieter times of day. At network level, the exception in period 1 of last year was due to industrial action on Boxing Day. 9
London Underground Performance Report - 8 11/1 Percentage of Timetable Operated - Weekdays and Weekends Bakerloo line Central line Victoria line 1 9 8 7 6 3 1 1 9 8 7 6 3 1 1 9 8 7 6 3 1 District line Metropolitan line Circle and Hammersmith & City lines 1 9 8 7 6 3 1 1 9 8 7 6 3 1 1 9 8 7 6 3 1 Jubilee line Northern line Piccadilly line 1 9 8 7 6 3 1 1 9 8 7 6 3 1 1 9 8 7 6 3 1 1 9 8 7 6 3 1 Waterloo & City line 1 9 8 7 6 3 1 Network 8 Weekday Weekend Bakerloo 9.9 97. Central 97. 9. Victoria. 73.1 District 99.6 61.8 Metropolitan 97. 97. Circle & Hamm 93. 3. Jubilee 97.8 97. Northern.7 9. Piccadilly 97.3. Waterloo & City.3 99.8 NETWORK 97..6 Higher percentages represent better performance Weekday Weekend The graphs show the percentage of timetabled kilometres operated by trains in passenger service on weekdays and weekends (inc. Bank Holidays) and illustrate the impact of weekend engineering works on service output. The graphs show that most recently the biggest impact of engineering work has been on the Subsurface lines (District, Metropolitan, C&H) as part of the SSR upgrade, altyhough there was little impact on the Metropolitan line this period. The Circle & Hammersmith line in particular had extensive works in period as the 3-day block closure between High Street Kensington and Edgware Road was extended to also include other sections of the line at weekends. The progressive reduction in weekend work affecting the Jubilee line over the past year is also evident; there was none requiring line closures in period 8. There was one weekend closure of the Victoria line in period 8 for decommissioning of the old signalling system and asset replacement work at Finsbury Park -the third site to be switched to the new signalling system. 1
London Underground Performance Report - 8 11/1 Station Closures Bakerloo line Central line Victoria line 6 Number 3 1 Number 3 1 Number 3 1 District line Metropolitan line Circle and Hammersmith & City lines 3 3 3 Number Number Number 1 1 1 Jubilee line Northern line Piccadilly line 6 3 3 Number 1 Number 1 Number 3 1 Waterloo & City line Network The stations served by the Waterloo & City line are managed by the Jubilee line (Waterloo) and the Central line (Bank) 3 3 Number 1 1 7 8 MAA Bakerloo 6 8 11 Central 1 8 11 Victoria 6 District 6 9 6 Metropolitan 1 3 Circle & Hamm Jubilee 1 7 Northern 16 17 1 Piccadilly 7 8 11 Waterloo & City NETWORK 61 6 73 Lower numbers represent better performance Actual Moving Annual Average (MAA) The total number of unplanned full station closures measured throughout the whole of each service day. For a full station closure, all station entry and exits must be closed and trains non-stopping. LU trains currently serve 69 stations (Blackfriars is closed). The 6 closures reported above had a total duration of 6 hours, which represents just. of scheduled station opening hours. The most significant causes of station closures this period were Defective Fire/Safety Equipment (1) Staff Absence / Shortage (11); Power Failure (8) and Customer Action (7).The high numbers in periods 8&9 of last year were due to industrial action. 11
London Underground Performance Report - 8 11/1 Escalator Availability (including planned works) Bakerloo line Central line Victoria line 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 District line Metropolitan line Circle and Hammersmith & City lines 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 Jubilee line Northern line Piccadilly line 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 Waterloo & City line Network The stations served by the Waterloo & City line are managed by the Jubilee line (Waterloo) and the Central line (Bank) 1 9 9 8 8 7 7 8 MAA Bakerloo 93. 93. 91.3 Central.7. 93.9 Victoria.9 97.. District 99. 99..8 Metropolitan 1. 99. 99.6 Circle & Hamm.6 99. 97.6 Jubilee 97.. 97. Northern.1.8 97. Piccadilly 9.6.6 9. Waterloo & City n/a n/a n/a NETWORK.3.3. Higher percentages represent better performance Actual Moving Annual Average (MAA) The total hours escalators were working, or available to work if required, as a percentage of total scheduled service hours. Network escalator availability was.3 (.8 excluding planned works). Details of escalators out of service for planned works are given on page 1 1
London Underground Performance Report - 8 11/1 Lift Availability (including planned works) Bakerloo line Central line Victoria line 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 District line Metropolitan line Circle and Hammersmith & City lines 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 Jubilee line Northern line Piccadilly line 1 1 1 9 9 9 9 9 9 8 8 8 8 8 8 7 7 7 Waterloo & City line Network The stations served by the Waterloo & City line are managed by the Jubilee line (Waterloo) and the Central line (Bank) 1 9 9 8 8 7 7 8 MAA Bakerloo 97. 97..9 Central 83.1.6. Victoria.8 99.6.3 District 81. 81.6 8. Metropolitan 99.9 93.7.3 Circle & Hamm.6 93. 97.8 Jubilee...6 Northern.6.6.6 Piccadilly.3.8.3 Waterloo & City n/a n/a n/a NETWORK 9.1 9.1.9 Higher percentages represent better performance Actual Moving Annual Average (MAA) The total hours lifts were working, or available to work if required, as a percentage of total scheduled service hours Network lift availability was 9.1 (. excluding planned works). Details of lifts out of service for planned works are given on page 1. Planned works have been taking place on the two lifts at Earl's Court (District line) since early April; as there are 11 lifts in total in District line stations this reduces availability by 18. Similarly on the Central line, which has 1 lifts, two machines at Bank have been undergoing planned refurbishment since mid-april and returned to service shortly before the end of period 8. 13
London Underground Performance Report - 8 Escalators & Lifts undergoing planned works in the period Line Station Type Number Description of Work Start End Bakerloo Charing Cross Esc 1 Replacement 18//11 3//1 Bakerloo Charing Cross Esc 3 Replacement 18//11 3//1 Bakerloo Oxford Circus Esc 1 Refurbishment /11/11 1/1/11 Central Bank Lift 6 Refurbishment 1//11 8/11/11 Central Bank Lift 7 Refurbishment 1//11 8/11/11 Central Bank Esc 8 Replacement 8/7/11 /1/11 Central Bond Street Esc 1 Replacement 3/6/11 31/3/1 Central Bond Street Esc Replacement 3/6/11 31/3/1 Circle & Hamm Gloucester Road Lift 3 Drive Sheave and Rope Upgrade 16/1/11 /11/11 District Earls Court Lift 3 Replacement 3//11 31/3/1 District Earls Court Lift Hydraulic Upgrade 3//11 31/3/1 Jubilee North Greenwich Esc 8 Refurbishment /1/11 1//1 Jubilee North Greenwich Esc 9 Refurbishment 1/1/11 8/1/11 Jubilee Southwark Esc Refurbishment 3/8/11 19/1/11 Jubilee Stratford Esc 1 Replacement 17/1/11 6/1/11 Jubilee St Johns Wood Esc 1 Refurbishment 17/1/11 7//1 Piccadilly Leicester Square Esc 1 Refurbishment 8/9/11 1//1 Piccadilly Covent Garden Lift 3 Maintenance /1/11 9/1/11 Victoria Tottenham Hale Esc 1 Refurbishment /1/11 31/1/1 1
London Underground Performance Report - 8 11/1 Rolling Stock Mean Distance Between Failures MDBF, 3, 3,,, 1, 1,, Bakerloo line, 3, 3,, MDBF, 1, 1,, Central line MDBF, 3, 3,,, 1, 1,, Victoria line, 3, 3, MDBF,, 1, 1, District line, 3, 3,, MDBF, 1, 1, Metropolitan line, 3, 3, MDBF,, 1, 1, Circle and Hammersmith & City lines,,, MDBF, 3, 3,,, 1, 1, Jubilee line MDBF, 3, 3,,, 1, 1, Northern line MDBF 7, 6,,, 3,, Piccadilly line,, 1,, 3, 3,, MDBF, 1, 1,, Waterloo & City line, 3, 3, MDBF,, 1, 1,, Network 7 8 MAA Bakerloo 11,3 1,91 11,6 Central 9,871 11,7 1,6 Victoria 11,68 9,1 1,63 District 38,33 1,73,6 Metropolitan 6,9,97 1,383 Circle & Hamm 8,3 9,6 8,69 Jubilee 1,1 11,8 1,6 Northern 6,36 7,83,86 Piccadilly 37,71,36 3,16 Waterloo & City,61,61 1,16 NETWORK 13,9 1,83 1,6 Higher numbers represent better performance Actual Train Kilometres between Failures Moving Annual Average The number of train kilometres operated in customer service divided by the number of asset-related service disruptions of minutes or more, including items that are attributed but still in abeyance to be agreed. Subsequent agreement of attribution could therefore give rise to retrospective changes. Where new stock is being or has been introduced, as on the Victoria and Metropolitan lines, the MDBF trends shown reflect the combined performance of both stock types as this is what is reflected in the train service performance shown earlier in this report. 1
London Underground Performance Report - 8 11/1 Signal and Point Related Delays > minutes Bakerloo Central Victoria 3 3 3 1 1 1 District Metropolitan Circle and Hammersmith & City lines 3 3 3 1 1 1 Jubilee Northern Piccadilly 1 1 3 1 3 1 1 8 6 Waterloo & City 3 3 1 1 Network 7 8 MAA Bakerloo Central 19 3 6 Victoria 3 7 3 District 8 31 3 Metropolitan 18 Circle & Hamm 1 6 11 Jubilee 3 37 Northern 18 Piccadilly 16 1 1 Waterloo & City 1 NETWORK 17 199 39 Lower numbers represent better performance Actual Moving Annual Average The number of train control asset-related service disruptions of minutes or more including items that are attributed but still in abeyance to be agreed. Subsequent agreement of attribution could therefore give rise to retrospective changes. The Jubilee line maintained its improved performance and the trend has levelled off following the increases that occurred when Transmission Based Train Control (TBTC) signalling was first introduced in period 1 of last year and then extended across the whole line in period of this year. There has been a recent upward trend in the number of signal-related incidents on the Victoria line; reflecting some specific issues experienced with track circuit failures that are being addressed as the final stage of the line upgrade continues. The Central line recorded 3 incidents including 11 due to Automatic Train Operation (ATO/ATP) faults and 7 due to an intermittent track circuit failure at Liverpool Street. 16
London Underground Performance Report - 8 11/1 Track Related Delays > minutes Bakerloo Central Victoria 1 1 1 1 1 1 District Metropolitan Circle and Hammersmith & City lines 1 1 1 1 1 1 Jubilee Northern Piccadilly 1 1 1 1 1 1 3 1 Waterloo & City 6 3 1 Network 7 8 MAA Bakerloo 1 Central 1 6 Victoria 8 1 District 9 6 Metropolitan 9 Circle & Hamm 1 1 Jubilee 7 7 Northern 6 6 Piccadilly 3 Waterloo & City NETWORK 36 36 37 Lower numbers represent better performance Actual Moving Annual Average (MAA) The number of track asset-related service disruptions of minutes or more including items that are attributed but still in abeyance to be agreed. Subsequent agreement of attribution could therefore give rise to retrospective changes. The number of track-related incidents was unchanged from the previous period. The Metropolitan line recorded an increase to nine incidents; five were track defects, four of which required imposition of temporary speed restrictions, two were obstructions on the track and two were due to poor railhead conditions. 17
London Underground Performance Report - 8 11/1 Total Lost Customer Hours () - All Causes LCH () 1 1 Bakerloo line LCH () 9 8 7 6 3 1 Central line LCH () 6 3 1 Victoria line District line Metropolitan line Circle and Hammersmith & City lines 6 3 LCH () 3 1 LCH () 3 1 1 LCH () 3 3 1 1 1 Jubilee line 6 Northern line 8 Piccadilly line LCH () 1 8 6 LCH () 3 1 LCH () 7 6 3 1 LCH () 3 3 1 1 Waterloo & City line LCH () 3 3 1 1 Network 7 8 MAA () () () Bakerloo 1 13 116 Central 7 31 33 Victoria 79 383 33 District 318 8 7 Metropolitan 119 13 19 Circle & Hamm 1 97 179 Jubilee 38 618 Northern 161 1 Piccadilly 71 197 7 Waterloo & City 11 NETWORK 1 87 Lower numbers represent better performance Actual (line colour) Moving Annual Average (MAA) Total lost customer hours resulting from all service disruption incidents of minutes or more, due to all causes incluing those outside LU's direct control but EXCLUDING lost customer hours due to planned works. Analysis of Lost Customer Hours by cause and details of the top five highest LCH incidents on each line are provided on the following four pages. 18
London Underground Performance Report - 8 11/1 Lost Customer Hours (Ranked by Cause) in the 6, Bakerloo line 1, Central line, 1, LCH /, 3,, LCH / 1, 8, 6,, 1,, - - 16, Victoria line 3, Waterloo & City line LCH / 1, 1, 1, 8, 6,,, - LCH /,, 1, 1, - LCH / 9, 8, 7, 6,,, 3,, 1, - District line 13 rolling average Line Colour Current As well as attracting a Lost Customer Hour (LCH) value, all incidents that cause service disruptions are ascribed a cause code. The graphs on this page summarise the LCH values by the principal cause code groupings and compare current period performance with average performance over the last year (13 periods). The results are ranked for each line and the network according to the current period values. Lost Customer Hours caused by 'Customers & Public' were significantly above average on the Bakerloo and Victoria lines. On the former the two most disruptive such incidents were a medical fatality at Oxford Circus during the evening peak on 11 November and a crime-related incident at Paddington in the morning peak on 18 October. On the Victoria line, sensitive door edge activations accounted for a little over half of the LCH in this category. 'Staff' LCH on the District line was mainly due to non-availability of train operators. 19
London Underground Performance Report - 8 11/1 Lost Customer Hours (Ranked by Cause) in the 1, Metropolitan, Circle and Hammersmith & City lines 3, Jubilee line 1,, LCH / 1, 8, 6,,, - LCH /, 1, 1,, - 1, Northern line 18, Piccadilly line 9, 16, LCH / 8, 7, 6,,, 3,, LCH / 1, 1, 1, 8, 6,, 1,, - - 8, 7, 6, Network 13 rolling average Line Colour Current LCH /,, 3,, 1, - As well as attracting a Lost Customer Hour (LCH) value, all incidents that cause service disruptions are ascribed a cause code. The graphs on this page summarise the LCH values by the principal cause code groupings and compare current period performance with average performance over the last year (13 periods). The results are ranked for each line and the network according to the current period values. 'Staff' LCH on the Metropolitan, Circle & Hammersmith & City lines included a disruptive signal passed at danger (SPAD) at Farringdon while on the Northern line an error at Morden depot caused a number of trains to be cancelled (see 'top ' incidents overleaf). These lines together with the Piccadilly also experienced cancellations due to non-availability of train operators. The Jubilee line graph clearly shows a marked reduction in Fleet and Signals LCH (where the impact of TBTC is reflected) compared with average performance over the last year.
London Underground Performance Report - 8 11/1 'Top ' highest Lost Customer Hour (LCH) incidents per line Line Location Date LCH Cause Bakerloo Queen's Park 1 Nov 7, Signals Bakerloo Oxford Circus 11 Nov,911 Customers & Public Bakerloo Queen's Park 1 Nov 11,7 Signals Bakerloo Paddington 18 Oct 1,83 Customers & Public Bakerloo Stonebridge Park Nov,8 External Factors Central Notting Hill Gate Oct 1,91 Fleet Central Liverpool Street 8 Oct 13,67 Signals Central Chancery Lane 11 Nov 1,383 Customers & Public Central North Acton Oct 8,37 Customers & Public Central North Acton 1 Nov 7, Signals Victoria Victoria 1 Nov 3,71 Signals Victoria Seven Sisters Oct 3,63 Fleet Victoria Finsbury Park 3 Nov 8,3 Signals Victoria Highbury & Islington Nov 19,77 Customers & Public Victoria Brixton 6 Oct 13,931 Signals Waterloo & City Waterloo 9 Nov 1, Track & Civils Waterloo & City Bank And Monument 3 Nov 9 Stations Infrastructure Waterloo & City Bank And Monument 1 Nov 3 Signals Waterloo & City Waterloo 3 Nov 3 Fleet Waterloo & City Waterloo 18 Oct 3 Fleet District Embankment 6 Oct,36 Customers & Public District East Putney 3 Nov 9,7 Signals District Upminster 3 Oct,99 External Factors District Earls Court Oct,67 Signals District Aldgate East Oct 3,97 Other 1
London Underground Performance Report - 8 11/1 'Top ' highest Lost Customer Hour (LCH) incidents per line Line Location Date LCH Cause Met, Circle & H&C Farringdon 7 Nov 16, Staff Met, Circle & H&C Farringdon 18 Oct 8, Fleet Met, Circle & H&C Barking 1 Oct 7,363 Fleet Met, Circle & H&C Northwood 11 Nov 6,77 External Factors Met, Circle & H&C King's Cross St. Pancras 6 Oct,336 Customers & Public Jubilee Full line suspension Nov 9, Signals Jubilee Bermondsey 6 Oct 1,7 Fleet Jubilee Kilburn Nov 1,918 Fleet Jubilee Wembley Park 9 Oct 1,317 Signals Jubilee Wembley Park 19 Sep,39 Signals Northern Morden Depot 1 Nov 1,87 Staff Northern Full line suspension 8 Oct 8,88 Track & Civils Northern Oval 3 Oct 6,81 Signals Northern Angel 1 Sep 6,13 Stations Infrastructure Northern South Wimbledon Nov,66 Signals Piccadilly Rayners Lane 9 Nov 1,37 Signals Piccadilly Barons Court Oct 1, Track & Civils Piccadilly Arsenal 1 Oct 8, Customers & Public Piccadilly Rayners Lane 19 Oct 6,69 Staff Piccadilly Cockfosters Oct,799 Signals
London Underground Performance Report Glossary of Measures and Terms Customer Satisfaction This is measured by means of a continuous face-to-face survey designed to measure the level of customer satisfaction with the service provided by London Underground. An external market research company is contracted to undertake approximately, interviews every quarter. Customers are asked to rate their level of satisfaction with the service they experienced at their station of origin and last line travelled on. The ratings are scored on a scale of to 1 for 19 specific measures covering 8 train and 11 station attributes, and also for one single overall evaluation question. Results are presented as the average mark out of ten, multiplied by ten and rounded to the nearest integer value. Passenger Journeys The number of journeys undertaken by fare-paying passengers (including holders of Freedom Passes) on the Underground network. Percentage of Scheduled Kilometres Operated This is a measure of LU s performance in operating the train service that is scheduled to operate in passenger service. It is measured over the whole of the traffic day, seven days per week, and takes account of trains that are turned short of their intended destination as well as trains that are cancelled. Actual kilometres operated are expressed as a percentage of scheduled kilometres which are the distances timetabled to be run, as adjusted for any planned short-term changes to the timetable such as weekend engineering works. Excess Journey Time The Journey Time Metric captures service performance, related to demand, and expresses the information as average passenger journey time. For the purposes of the Journey Time Metric, each journey is broken down into its constituent parts namely access from station entrance to platform, ticket queuing & purchase time, platform wait time, on train time, platform to platform interchange and egress from platform to station exit. Each component has a perfect or scheduled value which states how long a particular journey would take if everything went as planned. Each period actual journey times are measured and then compared to the schedule. The differential between the two is the measure of lateness - referred to as excess journey time. Excess journey time is therefore a measure of how efficiently LU is providing its scheduled or stated service, the more reliable the service the lower the excess. The calculation includes the impact of planned closures. Each Journey Time Metric component or activity has a Value of Time (VOT) weighting associated with it. These weights vary according to how the customers perceive the activity e.g. a perceived time weight of is applied to platform wait time as customers regard waiting as an unattractive aspect of their journey. Total Journey Time The sum of the expected or scheduled journey time and the excess as defined above. Percentage of Schedule (Peak/Off-peak) This is a sub-analysis of the Percentage of Schedule as defined above which splits the measure between peak times (defined as 7: 1: and 16: 19: Mondays to Fridays excluding public holidays) and off-peak (all other times). The purpose is to separately measure performance when demand on the system is at its highest in terms of passenger numbers and number of trains in service. Percentage of Timetable (weekdays/weekends) These measures show how much of LU s timetabled service operates on weekdays (Mon-Fri exc. Public Holidays) and weekends (Sat/Sun and Public Holidays). The purpose is to illustrate the impact that weekend engineering works have on LU s service output volume. The measure consequently gives a more representative illustration of the level of service offered to the customer. Station Closures The number of unplanned full station closures measured throughout the whole of each service day. For a full station closure, all station entry and exits must be closed and trains non-stopping. Examples of causes of station closures include absence or shortage of staff; failure of lifts or escalators (usually 3
the former); security alerts; customer action; fire alert; police request; external factors (e.g. incidents in close proximity to the station). For management purposes each station on the network is allocated to an owning line and closures are reported accordingly. Escalator Availability The total hours escalators were working, or available to work if required, as a percentage of total scheduled service hours. Unavailable time includes that due to planned works in addition to time out of service due to faults. Machines switched off during off-peak times for reasons of energy conservation are deemed to be available (i.e. they would work if required to be switched on). Reporting of escalator performance by line reflects line ownership of the station in which the escalator is installed, rather than the line to which it provides access. So for example failure of an escalator that provides access to the Northern line platforms at King s Cross station will be recorded in the results for the Circle & Hammersmith line which is responsible for management of the station. Lift Availability The total hours lifts were working, or available to work if required, as a percentage of total scheduled service hours. Unavailable time includes that due to planned works in addition to time out of service due to faults. The measure includes all passenger service lifts i.e. those that provide the principal means of access to platforms for all passengers and those that are provided as secondary means of access for passengers for whom use of stairs or escalators is impractical. Reporting by line follows the same principle as for escalators above. Rolling Stock Mean Distance Between Failures (MDBF) The number of train kilometres operated in customer service divided by the number of rolling stock asset-related service disruptions of minutes or more, including items that are attributed but still in abeyance to be agreed. The incident attribution process means that some incidents initially classified as asset faults may be subsequently agreed as being caused by other factors, for example staff error or customer action. In such cases agreement of attribution could give rise to retrospective changes to the data. Signal & Points Related utes The number of signal & points (train control) asset-related service disruptions of minutes or more including items that are attributed but still in abeyance to be agreed. As with MDBF above, subsequent agreement of attribution for items in abeyance could give rise to retrospective changes to the data. Track Related utes The number of track asset-related service disruptions of minutes or more including items that are attributed but still in abeyance to be agreed. As with MDBF above, subsequent agreement of attribution for items in abeyance could give rise to retrospective changes to the data. Lost Customer Hours (LCH) Lost Customer Hours means the total additional journey time, measured in hours, experienced by customers using the Underground network as a result of all service disruptions with durations of two minutes or more. Hence an incident at Oxford Circus during a Mon-Fri peak will give rise to a much higher LCH value than an incident of the same duration in Zone 6 on a Sunday morning. There can be retrospective changes to LCH values as incidents are reviewed and agreed. Service Disruption Disruption occurs where an incident causes the train service or the station service to be interrupted. Cause Code Categories As well as attracting a Lost Customer Hour (LCH) value, all incidents that cause service disruptions are ascribed a cause. LU uses more than 3 cause codes to analyse causes of service disruption,
but for the purpose of the graphs on pages 17 and 18 of this report these have been summarised into principal groupings defined as follows: Customers & Public: Setting off alarms (malicious or spurious), robbery/theft, accidental track obstruction, suicide attempt, trespass on railway, vandalism, drunks, lost children, crowding, altercations/fights between customers, customers holding doors open, customer injury boarding/alighting trains, person ill on train. External Factors: Incidents caused by external parties or factors outside LU s control, including for example bridge strikes, fire in premises adjacent to the railway, local power supply failure, police request etc. Fleet: Trains defective in service or which are not available to enter service from the depot when required. Safety & Security: Fire and security alerts (e.g. unattended bags, fire alarms set off) station evacuations including exercises. Note that defects of Fire/Safety equipment are included under Stations Infrastructure. Signals: Failures of signal equipment, control systems for signals and points, tunnel telephones, and tripcock testers, including overruns of works to these assets. Staff: Absence, shortage, illness, accident, errors, staff taxi delays, refusal to work on health and safety grounds, industrial action. Stations Infrastructure: Failure of stations equipment (e.g. escalators, lifts, lighting, fire equipment etc), also overrun of stations project works. Track & Civils: Defects of Track, Bridges and Earth Structures and Drainage, Track fires, Track obstructions and vegetation impacts, overruns of Track/Civils work. Other: Any other causes not included above. Reporting s In common with the rest of the rail industry LU has thirteen 8-day reporting periods per year, from April to March. The lengths of s 1 and 13 may however vary to align with the Financial Year End of 31 March. The dates of the reporting periods for the financial years 1/11 and 11/1 are provided overleaf.
London Underground Performance Report Reporting s Year 1/11 Year 11/1 1 1 April - 1 May 1 1 April - 3 April 11 May - 9 May 1 1 May - 8 May 11 3 3 May - 6 June 1 9 May - June 11 7 June - July 1 6 June - 3 July 11 July - 1 August 1 July - August 11 6 August - 18 September 1 1 August - 17 September 11 7 19 September - 16 October 1 18 September - 1 October 11 8 17 October - 13 November 1 16 October - 1 November 11 9 1 November - 11 December 1 13 November - 1 December 11 1 1 December 1-8 January 11 11 December 11-7 January 1 11 9 January - February 11 8 January - February 1 1 6 February - March 11 February - 3 March 1 13 6 March - 31 March 11 March - 31 March 1 6