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Regarding a report released by the Ombudsman today (January 23) on its direct investigation into the mechanism of the Transport Department (TD) for monitoring the frequencies of franchised bus services, a spokesman for the TD said that a number of measures have been put in place to improve the quality of bus services, adding that the department would study the recommendations thoroughly to formulate feasible measures to enhance the current mechanism.
The spokesman said, "The Government appreciates that franchised bus services are closely related to the daily life of members of the public and is very concerned about the regularity of franchised bus services. The TD, in collaboration with franchised bus companies, constantly reviews current measures and bus operations with a view to further enhancing the quality of franchised bus services. In fact, the department has been closely monitoring the level of franchised bus services through various channels, such as taking the initiatives to review the operational records furnished by franchised bus companies, conducting regular investigations and acting on passengers' complaints and suggestions."
The TD was gravely concerned about the relatively high rates of bus lost trip recorded between 2010 and 2012. Thus it has done a lot of work together with the franchised bus companies to look into the matter, such as analysing the reasons for lost trips and urging the bus companies to make improvements on factors within their control. The franchised bus companies were also urged to take appropriate measures as far as possible to deal with factors beyond their control. The lost trip rate dropped in 2013.
The spokesman noted that the regularity of franchised bus services was affected by many unforeseeable factors, such as traffic accidents, inclement weather, typhoons, road closures or traffic diversions due to public processions or large-scale public events, emergencies and incidents involving passengers during bus journeys. Thus it is impossible to have zero bus lost trip or no delays. Nevertheless, the franchised bus companies should strive to maintain the regularity of bus services with a view to minimising lost trips and delays.
The TD agrees that there is room for improvement to the mechanism of monitoring the frequencies of franchised bus services. In the Ombudsman's direct investigation report, some of the recommendations are done by the TD on a regular basis or are measures that the TD has already implemented. These recommendations included: to review bus journey times; to assess whether the increasing number of vehicles will affect the travel speed of buses; to review the state of illegal parking jointly with franchised bus companies and other Government departments concerned from time to time; to step up publicity for bus route rationalisation plans to facilitate their implementation; to continue to monitor bus driver manpower and to follow-up on media coverage of "phantom buses". The TD will continue its work in these aspects.
Meanwhile, the TD also accepts other recommendations made by the Ombudsman, including to discuss with franchised bus companies the major reasons for inadequate buses and vehicle breakdowns and work out appropriate improvement measures; to carefully analyse the reasons which are now grouped under "other reasons"; to consider drawing up internal guidelines to help its officers to determine under what circumstances verification of information and site investigations should be arranged; to try its best to provide sufficient and specific information and data, as well as a detailed explanation of its follow-up actions in its replies to complainants.
The Ombudsman also recommended a review of the definition of lost trips and to consider calculating lost trip rates separately for different time periods, as well as examining the problem of delayed bus trips and conducting relevant data analysis. Although the lost trip rates currently calculated on a daily basis are reliable, the department believes that calculating lost trip rates separately for different time periods could help all parties have a better understanding of the lost trip situation. In view of the Ombudsman's recommendations, the department and franchised bus companies will discuss how to calculate the lost trip rate separately for different time periods so that the public could better understand the performance of franchised bus services.
By monitoring the lost trip rate of individual bus routes, the TD can grasp the general situation of a delayed trip on the route concerned because the level of lost trip rate can reflect service regularity. In general, bus routes with a low lost trip rate have a relatively lesser delayed trip problem. The department will also act on passengers' complaints and suggestions to investigate and follow-up lost or delayed trips. As regards the Ombudsman's recommendation, the department will study into how to conduct relevant data analysis so as to have a more in-depth examination on the delayed trip problem.
In addition, the department will consider the Ombudsman's recommendation of initiating verification of the operational records submitted by franchised bus companies. But the department also stated that at present, the bus companies are required to submit a report annually after conducting "system audits" by qualified auditors or certification bodies with a view to ensuring that the franchised bus companies have conducted internal control, and recorded operational data and other information in accordance with the relevant procedures. This will ensure that the operational data and relevant information submitted by the franchised bus companies is accurate. Qualified auditors and certification bodies are required to comply with their professional codes. This arrangement of "system audits" has been adopted by many large-scale institutions and has proved to be effective. The TD also takes the initiative to verify the information provided by the franchised bus companies in individual cases as and when necessary.
The TD will also consider the recommendation of reviewing the current system of sanctions. As buses have to share road space with other road users, there are considerable difficulties in analysing whether delayed cases or incidents are due to external factors or factors under the bus companies' control and consequently in apportioning responsibility. The current mechanism of the Executive Council imposing statutory penalty on a franchised bus company after examining the Administration's report and the appeal by the franchised bus company is fair and sound. Any intention to alter the current practice has to be examined carefully.
Ends/Thursday, January 23, 2014
Issued at HKT 16:22
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