Tube Lines has a 30 year contract with London Underground that is split into four periods of seven and a half years. For each period, London Underground and Tube Lines agree targets based on four individual measures: Availability (Lost Customer Hours) This is the aggregate number of hours lost to customers as a result of disruptions that are Tube Lines’ responsibility. This is mainly influenced by the reliability of the system. A more reliable service would be demonstrated by fewer Lost Customer Hours. Capability (Journey Times Capability) This is a performance measure looking at the capability and capacity of the system to move large numbers of passengers through it quickly. It is mainly influenced by line upgrades and new or renewed trains. Service Points This is a measurement of response times to faults on the system and is measured in points – how quickly they are repaired. Better performance is demonstrated by fewer points. Ambience This is a measurement of the quality of the customer environment, including information and the general condition of stations and trains. It is also measured in points and an improved environment is demonstrated by more points. It is then down to Tube Lines to develop a work programme balancing maintenance and investment that enables the company to meet the performance targets set. At the end of each seven and a half year period Tube Lines is assessed as to whether it has been economic and efficient in its investment and improvements programme. At the same time London Underground is able to review the priorities for the three lines. Tube Lines is paid monthly by the Infrastructure Service Charge and the level of the charge changes according to performance on each of the measures. If Tube Lines performs better than the target we receive bonuses. However, if performance falls we are penalised.
Tube Lines has a 30 year contract with London Underground that is split into four periods of seven and a half years. For each period, London Underground and Tube Lines agree targets based on four individual measures:
It is then down to Tube Lines to develop a work programme balancing maintenance and investment that enables the company to meet the performance targets set.
At the end of each seven and a half year period Tube Lines is assessed as to whether it has been economic and efficient in its investment and improvements programme. At the same time London Underground is able to review the priorities for the three lines.
Tube Lines is paid monthly by the Infrastructure Service Charge and the level of the charge changes according to performance on each of the measures. If Tube Lines performs better than the target we receive bonuses. However, if performance falls we are penalised.