1. Service Standards
Gordon Neilson

2. 2
Standards – don’t exist in isolation

3. 3
Getting the Vision Right
Current conditions
Future
population,
etc Future conditions
VISION 3
Policies/ Costs/
Outcomes
VISION 2
Policies/ Costs/
Outcomes
VISION 1
Policies/ Costs/
Outcomes
Evaluation of Alternative Visions
Standards
VISION 3 - Policies / Infrastructure /
Institutions / Regulations / Programs
Selection of Preferred Vision
Governor / DKI Parliament

4. 4
Why Create Standards for Public
Transport?
To force government agencies (DISHUB) to
identify key measures which determine
successful achievement of public transport
service objectives
For each measure, to provide a
value, objectively measurable if
possible, which, if achieved or
exceeded, indicate that objectives have also
been achieved
Measures used are not fixed and the values may
well change over time

5. 5
Standards for Bus Services
Two Sets of Standards
A. NETWORK PLANNING STANDARDS
oFor internal DISHUB use to guide network planning
work
B. OPERATIONAL PERFORMANCE STANDARDS
oSetting out the operators obligations and to be
agreed between DISHUB and the operators
oBoth sets of standards should be made public to
inform everyone of the minimum level of service
which they can expect from the public transport
network. This becomes a commitment from the
government to the public.

6. 6
Network Planning Standards
• Route coverage
– eg. 95% of population within 500m of bus stop
– Service hours from 6am to 11pm
• Bus stop spacing
– eg. 400 – 500m between stops
• Connectivity
– all areas to have local service to BRT / trunk bus routes, markets, etc.
– Some areas also to have direct or BRT service(s) to one or more district
or regional centres.
• Bus Capacity
– Size of bus should take account of demand, fare implications, traffic
impacts and road geometry
• Frequency
– Maximum headways by route type, eg. 10mins. peak, 20 mins. off peak;
if greater, timetable must be displayed at stops.
• Availability of Capacity
– eg. Average peak hour loading- between 65% to 95% of capacity

7. 7
Operational Service Standards
•Route-based standards
o Adherence to schedule / published headways
» Excess waiting time
o Compliance with target peak loading range
» Average peak hour maximum load
•Company-based standards
o Reliability – number of breakdowns in service
» ~ 10 / 100,000km
o Safety – number of blameworthy accidents
» < 5 / 100,000km
o Passenger complaints – number of valid passenger
complaints – historical trend
o Pass rate on vehicle spot checks – e.g., 95%
o Accuracy and availability of route information

8. 8
Other Standards
•Unlike trains or BRT, buses operate in mixed
traffic on the roads
•No point to have service standards for planning
and bus company delivery if the roads are a mess
•Also need commitment from DKI Jakarta that
road conditions will allow buses to operate at
reasonable speeds, e.g., >16kph
– Much better traffic engineering
– Much better enforcement of traffic rules
– Much better use of available roadspace

9. 9
So Standards Are Easy?
•NO – you need all the necessary agencies and
the staff must be competent and empowered to
do their jobs!
– Highest level political commitment and leadership to
improve urban transport (Governor / DKI Parliament)
– A Planning and Regulatory agency (DISHUB) to develop
standards
– Incorporated bus companies that can be held
accountable for individual route performance and
corporate performance
– Agencies (DISHUB) with resources and mandate to
monitor performance
– Agencies to enforce regulations effectively and to
penalise non-performance (DISHUB / Police)

10. 10
Standards are the tip of the iceberg
Preparing
Achieving
and
Enforcing
REFORM