RATIONALISATION OF URBAN BUS SERVICES: THE PASSENGER RESPONSE. PAPER PRESENTED AT THE AUSTRALASIAN TRANSPORT RESEARCH FORUM; PART 2

A common issue faced by urban bus operators is the need to rationalise bus services - often meaning the increase of service levels in one area at the expense of services in another. When the State Transit Authority of NSW had to address this problem in 1989, a new strategy was developed. It was aimed at simultaneously testing the effect of the removal of the existing service, and the ease with which a transfer to alternative service/s could be made. One of the most interesting features of the approach was a method which incorporated actually working through the timetable/s for the modified services with bus users. This was done for all purposes for which the bus was currently being used by that person. In general, it was found that the rationalised service did not have major disadvantages to current users, and the changes were implemented as planned. In several individual cases, where severe difficulties would have been experienced, it was determined that a taxi subsidy was applicable. And in one case the decision to remove the service was reviewed in the light of the results of the research and a service was reinstated. It has been found that the method presented in this paper offers a superior alternative to existing methods of introducing bus rationalisation measures to passengers. This paper also discusses research which has developed out of this method leading to customer perceptions of service reviews. (Author/TRRL)