keolis commuter services 8 1… · keolis employees in ft. lauderdale , fl what keolis is doing...

Keolis Commuter Services495 / Metro West Partnership

August 18, 2016

Today’s Discussion Topics

Introduction

Our Vision

Key Initiatives: Customer Service, Network Performance and Reliability,

and Fare Collection

Updates on Worcester, Franklin and Fitchburg Lines

Giving Back to the Communities We Serve

Conclusion and Questions

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Our Vision

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To transform the MBTA Commuter Rail system from a way “to get to/from work” to a regional mobility solution by providing innovative transport solutions that increase passenger satisfaction, drive economic growth and improve the quality of life for the people of Greater Boston.

Key Initiatives: Performance and Reliability

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Added conductors, engineers to improve safety, performance (100 + over last year)

Increased fleet size. Addition of nine locomotives.

Adding staff and introducing 7-days work week at main maintenance facility.

Implementation of modern business tools

for greater reliability and efficiency: Life

Cycle Maintenance, Hastus for crew

scheduling.

More robust Snow Plan.

Key Initiatives: Customer Service

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New Passenger Information Center provides accurate, consistent and timely information across all channels: T-Alerts, Twitter, in-station, Rail Mail.

16 new Passenger Assistants deployed in main stations.

Handheld devices provide conductors with real-time information.

Dedicated app tracks on-time performance. 61K users.

Sound quality of loudspeakers improved in Boston stations.

Security training (active shooter, terrorism awareness) for employees.

Key Initiatives: Fare Collection

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Keolis employees in Ft. Lauderdale , FL

Keolis conducted the first-ever MBTA Commuter Rail fare evasion survey and found that

up to 20% of passengers are riding free or not paying the correct fare.

Key Initiatives: Fare Collection

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What Keolis is doing today to combat fare evasion and improve fare collection:

“Fare is Fair” initiative helped drive 6% increase in revenue during the second contract year.

Communication plan tackles the “scofflaw” culture.

Great enforcement: support of MBTA police, increased authority of conductors to deal with fare evaders.

Keolis’ Fare Protection Proposal

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Keolis proposal would bring MBTA fare collection system in line with international best practices, recover millions in revenue.

To include:

Installation of automatic ticket gates (“Ring of Steel”) at North Station, South Station and Back Bay which account for 90% of all passenger journeys.

Making it easier for passengers to purchase tickets from retail locations.

Frequent surveys to better tackle fare evasion “hotspots”.

New Schedules Introduced on May 23, 2016

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Designed by MBTA to add service, increase reliability and resiliency

Most significant change in history of the system

511 trains weekdays vs 500:

+6 trains on Worcester line including “Heart to Hub”

+3 trains on Franklin line

+2 trains on Fitchburg line including reverse commute all the way to Fitchburg and shorter trip times

Adjustment to Schedule Change Impacted OTP

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OTP Sept Oct Nov Dec Jan Feb Mar Apr May 1-22

Adjusted* 95.3% 94.5% 93.3% 95.5% 94.3% 92.7% 95.1% 95.6% 95.4%

Unadjusted 91.8% 90.5% 87 % 92.4% 91.7% 88.6% 92.5% 92.4% 91.1%

*Excludes delays related to events not within Keolis control

OTP May June July

Adjusted* 93.8% 93.3% 93.0%

Unadjusted 88.7% 86.9 % 89.0%

Modifications to Schedules to be implemented in Fall 2016

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Adaptation period to be expected for a change of this magnitude

Some schedule issues difficult to spot “on paper”

Unexpected changes in ridership may create overcrowding

Train masters lost flexibility to mitigate service disruption impacts

Passenger data has been collected and is being used to adjust train sets to reduce overcrowding

OTP steadily improving on South side; some remaining issues on North side

Plan in place to increase coach availability

A few more minor adjustments will be made before schedule is finalized

Revised schedules will be implemented in Fall 2016

OTP By Line

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Worcester Line: OTP in May and June impacted by new schedules, track work

Franklin Line: One of the most OTP-challenged lines in the network. Third busiest, aging infrastructure, large segments of single track

Fitchburg Line: OTP impacted by new schedule and mechanical failures

OTP (unadj)

Jan Feb March April May June July

Worcester 88.4% 86.0% 88.2% 78.0% 64.9% 56.5% 75.3%

Franklin 86.0% 78.6% 82.4% 87.2% 83.2% 80.9% 87.2%

Fitchburg 96.3% 91.3% 95.4% 94.1% 90.9% 84.9% 86.6%

Overall 91.7% 88% 92.5% 92.4% 88.7% 86.9 % 89.0%

Update on Worcester and Franklin Lines

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Ongoing work on the Worcester line:

Infrastructure improvements: $18 million investment, will eventually improve reliability and performance.

Tie replacement: Spring season completed. Fall work begins in October. Work limited to off-peak hours; delays expected to be less than 15 minutes.

Tie replacement and rail de-stressing between CP4 and Worcester completed. Several small sections not yet completed and could see heat restrictions. Delays should not exceed 1 minute.

Natick Center Station drainage project completed in June.

Stretch between Newtonville and Yawkey reduced to single track during construction of Boston Landing Station. Expected opening in April 2017.

No major work scheduled on the Franklin Line but MBTA envisioning construction of a double track section near Walpole.

Update on Fitchburg Line

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$277 million invested to modernize infrastructure:

• Construction of a second track between Acton and Ayer

• New South Acton Station

• Signal system and track improvements to allow max speed 79 mph

• Improvements to seven bridges

Result: Significant improvement in passenger experience reported until May 23 schedule change.

Test successfully performed August 11 to check track upgrade to 79mph

• One grade crossing needs to be fixed, will be by August 22

• Upgrades being performed on 1600 coaches series to allow them to run at 79 mph

Improved waiting areas at Concord, West Concord, & Lincoln stations to increase safety.

What’s next: Opening of Wachusett Station, layover facility moves to Westminster (reducing issues for local residents).

Giving Back to the Communities We Serve

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Involved with numerous community organizations

Participants in local events (Salem Science Days, Beverly Boot Camp)

Keolis Scholarship: $1000 grants for 25 high school seniors in five low-income communities

North Pole Express in December

Partnership with Operation Lifesaver to teach railroad safety awareness

Keolis employees volunteer for station/right-of-way clean-ups: Framingham on Earth Day.

Conclusion

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We have made significant progress, but there is still much more we need to do

We are partnering with MBTA, MassDOT and labor organizations to make the system resilient, the service consistent, and the contract sustainable

We are committed to the long-term success of the MBTA Commuter Rail and delivering the high quality of service that the Greater Boston deserves.

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Thank you!Questions?

keolis commuter services 8 1… · keolis employees in ft. lauderdale , fl what keolis is doing...

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