Quality of Service (QoS) Standard

QUALITY OF SERVICE STANDARDS UNDER BCM

As a regulator, LTA has established Quality of Service (QoS) Standards that all public bus operators must comply with. The purpose of these standards is to ensure reliability of bus services, and the safety of commuters and other road users. Under the Bus Contracting Model, the two QoS Standards are:

  1.     QoS Standard 1.1 – At least 96% of the total Scheduled Mileage must be operated for each Bus Service monthly
  2.     QoS Standard 2.1 – The number of accidents per 100,000 bus-km shall be less than 0.75 per month across all bus service

PENALTY FRAMEWORK FOR NON-COMPLIANCE WITH QOS STANDARDS

For non-compliance to QoS Standards, public bus operators face the following financial penalties:

Standards Financial Penalty
Standard 1.1 on Percentage of Scheduled Mileage Operated $20,000 per month on each non-compliant route
Standard 2.1 on Accident Rate $100,000 per month on each non-compliant standard

RESULTS OF ANNUAL QOS PERFORMANCES

Click here for Information regarding QoS Standards prior to commencement of the Bus Contracting Model.