Delays and Cancellations on the 28/28A/28B routes

Fraser Lewis made this Freedom of Information request to Cardiff City Transport Services Limited

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Cardiff City Transport Services Limited,

further to my e-mail sent to talktous<at>cardiffbus.com on January 30, 2017, to which you are yet to respond, I would be grateful if you could tell me the following ...

1. Re: the 28, 28A, 28B City Centre to Thornhill route, please provide me with a percentage of buses that leave the Sainsburys Thornhill and Hayes Bridge Road stops on time.

For the remainder of these services, please provide a breakdown of the reason why they are late (e.g. weather, traffic, staff) as well as an average time for the delay.

Also, please provide a percentage of these services that do not run at all.

I am happy for this to be for weekdays only as this is when the majority of these delays are likely to occur and when they are most likely to affect more passengers.

2. Please provide indications of the total number of complaints received about late running of services (i.e. weekly or monthly) and whether this amount is currently increasing or decreasing. Also, please tell me the percentage of complaint type e-mails that you respond to about services (i.e. how many complainants do not receive any form of reply) in the Cardiff area as well as the average time taken to respond.

Yours faithfully,

Dr Fraser Lewis

Talk to Us, Cardiff City Transport Services Limited

Thank you for your recent e-mail.

We appreciate the time you have taken to send us your feedback or enquiry.

Your message will be passed to one of our representatives and we will aim
to respond to you within 5 working days.

Please do not reply to this e-mail as it is an automated response.

If you wish to contact us direct then ring us on +44 (0) 029 2066 6444 or
call in to our centres based at:

• Leckwith Depot and Offices, Sloper Road, Cardiff, CF11 8TB
• The Old Library, The Hayes, Cardiff
• Cardiff Central Library on the corner of The Hayes and Mill Street,
Cardiff

Once again many thanks for your feedback/enquiry.

The Customer Service Team

Cardiff bus

Angela Marsh, Cardiff City Transport Services Limited

1 Attachment

Dear Dr Lewis

 

Freedom of Information request - Delays and Cancellations on the
28/28A/28B routes

 

I can confirm safe receipt of your email which was received at our offices
on Wed 1 March 2017. 

 

We will respond to you, in line with the Act, in due course.

 

Kind Regards

 

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[1]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

From: Talk to Us
Sent: 01 March 2017 09:07
To: Angela Marsh <[email address]>; David James
<[email address]>
Subject: FW: Freedom of Information request - Delays and Cancellations on
the 28/28A/28B routes

 

 

 

From: Fraser Lewis [[2]mailto:[FOI #392531 email]]
Sent: 28 February 2017 21:04
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Freedom of Information request - Delays and Cancellations on the
28/28A/28B routes

 

Dear Cardiff City Transport Services Limited,

further to my e-mail sent to talktous<at>[4]cardiffbus.com on January 30,
2017, to which you are yet to respond, I would be grateful if you could
tell me the following ...

1. Re: the 28, 28A, 28B City Centre to Thornhill route, please provide me
with a percentage of buses that leave the Sainsburys Thornhill and Hayes
Bridge Road stops on time.

For the remainder of these services, please provide a breakdown of the
reason why they are late (e.g. weather, traffic, staff) as well as an
average time for the delay.

Also, please provide a percentage of these services that do not run at
all.

I am happy for this to be for weekdays only as this is when the majority
of these delays are likely to occur and when they are most likely to
affect more passengers.

2. Please provide indications of the total number of complaints received
about late running of services (i.e. weekly or monthly) and whether this
amount is currently increasing or decreasing. Also, please tell me the
percentage of complaint type e-mails that you respond to about services
(i.e. how many complainants do not receive any form of reply) in the
Cardiff area as well as the average time taken to respond.

Yours faithfully,

Dr Fraser Lewis

-------------------------------------------------------------------

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[5][FOI #392531 email]

Is [6][Cardiff Bus request email] the wrong address for Freedom of Information
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[7]https://www.whatdotheyknow.com/change_re...

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If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Angela Marsh, Cardiff City Transport Services Limited

Dear Mr Lewis

 

Thank you for your request under the Freedom of Information Act regarding
information on the 28, 28A and 28B City Centre to Thornhill route.

 

Point 1

 

·        Please provide me with a percentage of buses that leave the
Sainsbury’s Thornhill and Hayes Bridge Road stops on time.

·        For the remainder of these services, please provide a breakdown
of the reason why they are late (e.g. weather, traffic, staff) as well as
an average time for the delay.

·        Also, please provide a percentage of these services that do not
run at all.

It is quite a time consuming process to identify the departure times for
the journeys and we have therefore limited the analysis to 4 working days
namely, Friday 24^th March, Monday 27^th March, Tuesday 28^th March and
Wednesday 29^th March. On each day there are 30 scheduled departures from
Hayes Bridge Road and 30 scheduled departures from Thornhill Sainsbury’s.

 

Over the four days out of the 120 scheduled departures from Hayes Bridge
Road, 118 departures (98.3%) operated on time (within the 6 minute window)
and 2 operated late (1.7%) , one 9 minutes late (which I am uncertain of
the cause) and one 20 minutes late following a breakdown.

 

Similarly over the four days, out of the 120 scheduled departures from
Thornhill Sainsbury’s, 115 departures (95.8%) operated on time (within the
6 minute window) and 4 operated late(3.3%), with an average delay of 8.7
minutes. One journey  did not operate due to the breakdown. Again the
cause of the lateness is not identified.

 

 

Point 2

·        Please provide indications of the total number of complaints
received about late running of services (i.e. weekly or monthly)

o   In the 12 months to 25^th February, we received an average of 23
complaints per calendar month regarding late operation across our network
of services. Within this period we carried in the order of 2 million
passenger journeys per month.

 

·        Whether this amount is currently increasing or decreasing?

o   There was a noticeable increase in complaints about late running
services in the run up to Christmas but since apart from this period the
number of complaints are comparable with the prior year.

 

·        Please tell me the percentage of complaint type e-mails that you
respond to about services?

o   This information is not collated in our system however it is our
policy to provide a response to all e-mails of complaint that are received
within 3 working days.  Average time taken to fully investigate and
respond to complaints in more detail (in the calendar months of January
and February 2017) was on average 5.6 working days.

 

I trust this suitably answers your questions, however if you are
dissatisfied with this response for any reason you do have a right to
request an internal review. Internal review requests should be submitted
within two months of the date of receipt of the response to your original
letter and should be addressed to:

 

Mr D James

Associate Finance Director

Cardiff Bus

Sloper Road

Leckwith

Cardiff  CF11 8TB

 

An internal panel will then review the request, and you will be advised of
the outcome.  If, having requested an internal review by Cardiff City
Transport Services Limited, you are still not satisfied with our response
you also have a right of appeal to the Information Commissioner at:

 

Information Commissioner's Office

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF

0303 123 1113

[1]http://www.ico.gov.uk/

 

Regards

 

 

 

Angela Marsh

PA to the Directors

 

 

 

 

 

 

From: Fraser Lewis [[2]mailto:[FOI #392531 email]]
Sent: 28 February 2017 21:04
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Freedom of Information request - Delays and Cancellations on the
28/28A/28B routes

 

Dear Cardiff City Transport Services Limited,

further to my e-mail sent to talktous<at>[4]cardiffbus.com on January 30,
2017, to which you are yet to respond, I would be grateful if you could
tell me the following ...

1. Re: the 28, 28A, 28B City Centre to Thornhill route, please provide me
with a percentage of buses that leave the Sainsburys Thornhill and Hayes
Bridge Road stops on time.

For the remainder of these services, please provide a breakdown of the
reason why they are late (e.g. weather, traffic, staff) as well as an
average time for the delay.

Also, please provide a percentage of these services that do not run at
all.

I am happy for this to be for weekdays only as this is when the majority
of these delays are likely to occur and when they are most likely to
affect more passengers.

2. Please provide indications of the total number of complaints received
about late running of services (i.e. weekly or monthly) and whether this
amount is currently increasing or decreasing. Also, please tell me the
percentage of complaint type e-mails that you respond to about services
(i.e. how many complainants do not receive any form of reply) in the
Cardiff area as well as the average time taken to respond.

Yours faithfully,

Dr Fraser Lewis

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[5][FOI #392531 email]

Is [6][Cardiff Bus request email] the wrong address for Freedom of Information
requests to Cardiff City Transport Services Limited? If so, please contact
us using this form:
[7]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[8]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[9]https://www.whatdotheyknow.com/help/ico-...

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Dear Cardiff City Transport Services Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Cardiff City Transport Services Limited's handling of my FOI request 'Delays and Cancellations on the 28/28A/28B routes'.

It doesn't seem right to me that you can choose which handful of days to report delays back to me from. I would prefer a more thorough response on delays and am simply amazed that you do not collate this information on each of your services as part of your internal monitoring.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Fraser Lewis

Angela Marsh, Cardiff City Transport Services Limited

1 Attachment

Dear Mr Lewis

 

I can confirm receipt of your request for additional information under the
Freedom of Information Act.

 

Kind regards

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[1]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

 

 

 

 

From: Fraser Lewis [[2]mailto:[FOI #392531 email]]
Sent: 04 April 2017 18:49
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Internal review of Freedom of Information request - Delays and
Cancellations on the 28/28A/28B routes

 

Dear Cardiff City Transport Services Limited,

Please pass this on to the person who conducts Freedom of Information
reviews.

I am writing to request an internal review of Cardiff City Transport
Services Limited's handling of my FOI request 'Delays and Cancellations on
the 28/28A/28B routes'.

It doesn't seem right to me that you can choose which handful of days to
report delays back to me from. I would prefer a more thorough response on
delays and am simply amazed that you do not collate this information on
each of your services as part of your internal monitoring.

A full history of my FOI request and all correspondence is available on
the Internet at this address:
[4]https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Fraser Lewis

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[5][FOI #392531 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[6]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[7]https://www.whatdotheyknow.com/help/ico-...

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Angela Marsh, Cardiff City Transport Services Limited

Dear Mr Lewis

 

Thank you for your subsequent questions received under the Freedom of
Information Act sent to me under the Internal Review process.

 

I have confirmed with my colleagues as to why you received the information
you did following your request of 28 February 2017:

 

1. Re: the 28, 28A, 28B City Centre to Thornhill route, please provide me
with a percentage of buses that leave the Sainsburys Thornhill and Hayes
Bridge Road stops on time.

For the remainder of these services, please provide a breakdown of the
reason why they are late (e.g. weather, traffic, staff) as well as an
average time for the delay.

Also, please provide a percentage of these services that do not run at
all.

I am happy for this to be for weekdays only as this is when the majority
of these delays are likely to occur and when they are most likely to
affect more passengers.

2. Please provide indications of the total number of complaints received
about late running of services (i.e. weekly or monthly) and whether this
amount is currently increasing or decreasing. Also, please tell me the
percentage of complaint type e-mails that you respond to about services
(i.e. how many complainants do not receive any form of reply) in the
Cardiff area as well as the average time taken to respond.

 

The information that you requested was not just in respect of any delays,
but also in respect of the cause of the delays and that you did not
specify any period of time. I accept that we should have come back to you
before responding and requested a date range.

 

To disaggregate journey delays by cause is a very time consuming process
and as such the latest four weekdays of operation were identified and data
for those four days was analysed. The Operations and Commercial Director,
who collated the information, has advised that to provide you with data
spanning a longer period, disaggregated by cause, will be resource
intensive, as this involves manual data retrieval, as our recording
mechanisms are different to your line of enquiry. 

 

This small amount of data took a considerable amount of time to collate. I
agree with the Operations and Commercial Director that to provide further
data over a greater time range would involve a considerable cost in the
amount of time and resource needed, estimated to be well in excess of the
limit stated under Section 12 of the Freedom of Information Act 2000. 
However, as stated in the original response, if you were able to provide a
more specific date range we can look to review this.

 

I can add that service revisions that came into operation during w/c 30^th
April, include amendments to services 28/28A/28B, with an aim to improve
reliability.

 

As previously advised if you continue to be dissatisfied with the response
to this internal review you have the right of appeal to the Information
Commissioner at:

 

Information Commissioner's Office

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF

0303 123 1113

[1]http://www.ico.gov.uk/

 

 

 

David James

Company Secretary

 

 

 

 

From: Fraser Lewis [[2]mailto:[FOI #392531 email]]
Sent: 04 April 2017 18:49
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Internal review of Freedom of Information request - Delays and
Cancellations on the 28/28A/28B routes

 

Dear Cardiff City Transport Services Limited,

Please pass this on to the person who conducts Freedom of Information
reviews.

I am writing to request an internal review of Cardiff City Transport
Services Limited's handling of my FOI request 'Delays and Cancellations on
the 28/28A/28B routes'.

It doesn't seem right to me that you can choose which handful of days to
report delays back to me from. I would prefer a more thorough response on
delays and am simply amazed that you do not collate this information on
each of your services as part of your internal monitoring.

A full history of my FOI request and all correspondence is available on
the Internet at this address:
[4]https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Fraser Lewis

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[5][FOI #392531 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[6]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[7]https://www.whatdotheyknow.com/help/ico-...

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections