The Passenger Transport Board performs regular and extensive surveys to ensure contracted services for provision of public transport do not fall below set minimum standards and to monitor contract compliance. Surveys record such data as trip length, alighting and boardings, maximum load counts, on-time running, fare evasion levels, driver courtesy, and vehicle standards. At marginal cost the survey also records data on ticketing system reliability and use of service by gender and by people with disabilities. This paper is based on practical experience and examines how surveys evolved, the methodology used and the impact of the surveys on service contractors. It considers the relevant Australian standard, Interviewer Quality Control Australia, and how the PTB performs and advocates its surveys. It also describes some "pitfalls" to avoid. (A)
Abstract