Bus Vannin

Summary

The requester asked for Bus Vannin's punctuality targets, on-time performance statistics, and complaint data for the last twelve months. The Department of Infrastructure provided a monthly breakdown of complaints and feedback types but did not disclose the specific punctuality targets or on-time performance statistics requested.

Key Facts

• The request was received on 2019-08-23 and the outcome was declared 'All information sent' on 2019-09-19.
• The response includes detailed monthly complaint data from July 2018 to June 2019.
• A total of 348 complaints were recorded across the twelve-month period.
• The majority of complaints were categorized under 'Bus' operational services.
• The response does not contain the specific punctuality targets or on-time performance percentages requested by the applicant.

Data Disclosed

• 348
• 2019-08-23
• 2019-09-19
• Jul-18
• Jun-19
• 27
• 35
• 40
• 34

Original Request

I would like to request the following information: - What is the target in terms of time keeping / punctuality for all Regular Bus Services operated by Bus Vannin? - In the last twelve months, how many of all Regular Bus Services have run on time, including departed on time, serviced stops on time, and arrived at their destinations on time? Please, if possible, list the result in two different definitions: on time under your own targets and on time under a definition of +/- five minutes of scheduled time. The term Regular Bus Services in the context of this request refers to bus services 1, 1A, 1H, 2, 2A, 10, 11, 12, 12A & N1, 3, 3A, 3B, X3, & N3, 4, 4C, 4R, 8, 8R & 29, 5, 5A, 5C, 5J, 6, 6A, 6C, & N5, 13, 15, 16, 16A & 16B, 17, 17K, 18, 18K, 19, 19C, 20, 20A, 21, 21A, 21B & 21H, 22, 22A, 25, 26, 26B, 26C, 26M, 27, 27A, 28 as listed on the gov.im website. - In the last twelve months, how many complaints has Bus Vannin received from members of the public and what were these for. Thank you.

Data Tables (27)

Full Response Text

Month Number Jul-18 27 Aug-18 35 Sep-18 29 Oct-18 27 Nov-18 29 Dec-18 21 Jan-19 21 Feb-19 26 Mar-19 25 Apr-19 40 May-19 34 Jun-19 34 TOTAL 348 Jul-18 Type of Feedback Count Complaint 27 Compliment 6 Suggestion 4 Grand Total 37 Dept No Operational Service Complaints per area: Bus 22 12 10 DBHT 1 1 0 Go Card 1 0 1 Contactless 1 1 0 Railway 2 2 0 TOTAL 27 16 11 Aug-18 Type of Feedback Count Complaint 35 Compliment 11 Suggestion 4 Grand Total 50 Dept No Operational Service Factilities Other/Sugges tions Complaints per area: Bus 30 13 15 1 0 DBHT 1 0 1 1 0 Go Card 2 0 0 0 2 Railway 1 1 0 0 0 Ziptrip 1 0 1 0 0 TOTAL 35 14 17 2 2 Sep-18 Type of Feedback Count Complaint 29 Compliment 14 Suggestion 2 Grand Total 45 Dept No Operational Service Other/ Suggestions Complaints per area: Bus 23 6 14 3 DBHT 2 0 2 0 Go Card 0 0 0 0 Contactless 0 0 0 0 Railway 1 1 0 0 MER 3 2 1 0 TOTAL 29 9 17 3 Oct-18 Type of Feedback Count Complaint 27 Compliment 6 Suggestion 2 Grand Total 35 Dept No Operational Service Other/ Suggestions Complaints per area: Bus 24 11 11 1 DBHT 1 1 0 0 Go Card 0 0 0 0 Contactless 0 0 0 0 Railway 1 1 0 0 MER 0 0 0 0 Events 1 1 0 0 TOTAL 27 14 11 1 Nov-18 Type of Feedback Count Complaint 29 Compliment 4 Suggestion 6 Grand Total 39 Dept No Operational Service Facilities Other Suggestions Complaints per area: Bus 18 9 6 3 0 DBHT 0 0 0 0 0 Go Card 0 0 0 0 0 Contactless 0 0 0 0 0 Railway 0 0 0 0 0 MER 0 0 0 0 0 Events 0 0 0 0 0 Minibus 11 0 1 1 9 TOTAL 29 9 7 4 9 Dec-18 Type of Feedback Count Complaint 21 Compliment 7 Suggestion 1 Grand Total 29 Dept No Operational Service Facilities Other Suggestions Complaints per area: Bus 18 7 10 1 0 DBHT 1 0 0 0 1 Go Card 0 0 0 0 0 Contactless 0 0 0 0 0 Railway 0 0 0 0 0 MER 0 0 0 0 0 Events 1 0 1 0 0 Minibus 1 0 0 0 1 TOTAL 21 7 11 1 2 Jan-19 Type of Feedback Count Complaint 21 Compliment 6 Suggestion 5 Grand Total 32 Dept No Operational Service Facilities Other Suggestions Complaints per area: Bus 18 7 10 1 0 DBHT 1 0 0 0 1 Go Card 0 0 0 0 0 Contactless 0 0 0 0 0 Railway 0 0 0 0 0 MER 0 0 0 0 0 Events 1 0 1 0 0 Minibus 1 0 0 0 1 TOTAL 21 7 11 1 2 Feb-19 Type of Feedback Count Complaint 26 Compliment 1 Suggestion 3 Grand Total 30 Dept No Operational Service Facilities Other Suggestions Complaints per area: Bus 25 12 13 0 0 DBHT 0 0 0 0 0 Go Card 0 0 0 0 0 Contactless 0 0 0 0 0 Railway 1 0 0 1 0 TOTAL 26 12 13 1 0 Mar-19 Type of Feedback Count Complaint 25 Compliment 3 Suggestion 7 Grand Total 35 Dept No Operational Service Facilities Other Suggestions Bus 19 7 7 5 0 Events 2 0 0 0 2 Minibus 3 0 2 0 1 Railway 1 1 0 0 0 TOTAL 25 8 9 5 3 Apr-18 Type of Feedback Count Complaint 40 Compliment 7 Suggestion 12 Grand Total 59 Dept No Operational Service Facilities Other Suggestions Bus 26 6 13 5 2 Minibus 5 0 2 0 3 Ziptrip 6 0 6 0 0 Railway 3 1 2 0 0 TOTAL 40 7 23 5 5 May-18 Type of Feedback Count Complaint 34 Compliment 5 Suggestion 6 Grand Total 45 Dept No Operational Service Facilities Other Suggestions Bus 30 12 13 5 0 Minibus 3 1 2 0 0 MER 1 0 0 1 0 TOTAL 34 13 15 6 0 Jun-19 Type of Feedback Count Complaint 34 Compliment 12 Suggestion 0 Grand Total 46 Dept No Operational Service Facilities Other Suggestions Bus 29 17 7 5 0 Minibus 1 1 0 0 0 MER 1 0 1 0 0 Steam 1 1 0 0 0 Go Card 2 0 0 0 2 TOTAL 34 19 8 5 2

Department of Infrastructure Sea Terminal Building, Douglas, Isle of Man, IM1 2RF

Contact: FOI Response Team Telephone: (01624) 686785 Email: dpo-doi@gov.im

Our ref: 934913 19 September 2019

Dear ###

We write further to your request which was received on 23 August 2019 and which states:

"I would like to request the following information: - What is the target in terms of time keeping / punctuality for all Regular Bus Services operated by Bus Vannin? - In the last twelve months, how many of all Regular Bus Services have run on time, including departed on time, serviced stops on time, and arrived at their destinations on time? Please, if possible, list the result in two different definitions: on time under your own targets and on time under a definition of +/- five minutes of scheduled time. The term Regular Bus Services in the context of this request refers to bus services 1, 1A, 1H, 2, 2A, 10, 11, 12, 12A & N1, 3, 3A, 3B, X3, & N3, 4, 4C, 4R, 8, 8R & 29, 5, 5A, 5C, 5J, 6, 6A, 6C, & N5, 13, 15, 16, 16A & 16B, 17, 17K, 18, 18K, 19, 19C, 20, 20A, 21, 21A, 21B & 21H, 22, 22A, 25, 26, 26B, 26C, 26M, 27, 27A, 28 as listed on the gov.im website. - In the last twelve months, how many complaints has Bus Vannin received from members of the public and what were these for. Thank you."

Following your telephone call from Mr Ian Bates, our Transport Services Director, we hope that you found the conversation useful. Mr Bates has asked me to thank you for your clear interest in this subject and has sent me a summary of your discussion which appears below. In addition, he asked his staff to compile a spreadsheet of complaints and commendations which is attached as Appendix 1. Summary: • Bus Vannin operations key performance indicator for service reliability is to achieve 85% or more for services running no more than 1 minute early or 5 minutes late. • Timetabled services are affected by various issues such as road works, congestion etc. • Bus Vannin regularly achieves above this target.

• On time performance is monitored daily with the assistance of our ticketing software systems

Please quote the reference number 934913 in any future communications.

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Yours sincerely