Quality of Service (QoS) Standard (Pre-BCM)

Previously, before the commencement of the Bus Contracting Model (BCM), PTC established a set of Quality of Service (QoS) Standards that all public bus operators must comply with. The QoS Standards were split into two categories:

Operating Performance Standards (OPS) which measure minimum daily or monthly operational deliverables, either at the bus network or route levels. They cover the aspects of bus reliability, loading and safety; and

Service Provision Standards (SPS) which measure overall bus route planning and provision of services. They cover the aspects of service availability, integration and information.

Operating Performance Standards (OPS)
Reliability
1.1  Scheduled bus trips operated on each bus service At least 96% monthly
1.2  Bus service should adhere to not more than 5 minutes of its scheduled headway (frequency) upon departure at the bus interchanges and terminals Not less than 85% daily
1.3  Bus breakdown rate on all bus services  Less than 1.5% monthly
Loading
2.1  Bus loading during weekday peak periods on each bus service Not exceeding 95% daily
Safety
3.1  Accident rate on all bus services Less than 0.75 per 100,000 bus-km per month
Service Provision Standards (SPS)
Information
4.1  Availability of up-to-date information ∙ To provide hotline and information on internet website for convenient trip planning.

∙ To display information at all bus interchanges/ terminals with passenger boarding activities.

∙ To display information at all bus stops with display facilities.

∙ To provide timetables at bus stops for bus services with long headway(i.e. headway of 20 minutes or more, for more than 20% of the bus trips).
Availability
5.1  Access to any bus service To run at least one bus service within 400m radius of any development subject to minimum demand.
5.2  Provision of direct bus service connections To run direct bus services:
∙ Between a HDB neighbourhood and a nearby bus interchange or MRT station.

∙ Between major employment/ activity centres and a nearby bus interchange or MRT station.

∙ Between HDB towns and the Central Business District, and Jurong Industrial Estate.

The minimum requirements for direct bus connections as stated in 4.1 and 4.2 above are subject to minimum demand and may not be applicable where there are available MRT/NEL/LRT services.
5.3  Bus service operating hours At least 18 hours daily, unless otherwise stipulated by the PTC
5.4  Bus service scheduled headways (frequencies) ∙ At least 80% of bus services to operate at headway* of not more than 10 minutes during weekday (excluding public holidays) peak periods, unless otherwise stipulated by the PTC.

∙ At least 90% of feeder bus services to operate at headway* of not more than 10 minutes during weekday (excluding public holidays) peak periods, unless otherwise stipulated by the PTC.

∙ At least 85% of bus services to operate at headway of not more than 20 minutes during off-peak periods, unless otherwise stipulated by the PTC.

∙ 100% of bus services to operate at headway of not more than 30 minutes, unless otherwise stipulated by the PTC.
Integration
6.1  Bus service integration in HDB Towns ∙ At least one bus service to depart from the bus interchange/terminal at 6.00 am or earlier, daily.

∙ At least one bus service to depart from the bus interchange/terminal at 12 midnight or after the last train service, whichever is later, daily.

*Scheduled headway applies to bus services departing from bus interchanges and terminals in the peak directions during weekday peak periods.


Penalty Framework for Non-Compliance with the QoS Standards

Standards Financial Penalty*
Operating Performance Standards (OPS)
Route-based (Daily) Standards
Standard 1.2 on Headway Adherence $2,000 for each non-compliant day on each non-compliant route.
Standard 1.2 on Headway Adherence
Route-based (Monthly) Standards
Standard 1.1 on Percentage of Scheduled Trips Operated $20,000 per month on each non-compliant route.
Operator-based (Monthly) Standards
Standard 1.3 on Bus Breakdown Rate  $100,000 per month on each non-compliant standard.
Standard 3.1 on Accident Rate
Service Provision Standards (SPS)
Operator-based (Monthly) standards
All SPS Standards $100,000 per month on each non-compliant standard.

*The PTC Act stipulates that all such sums collected by the PTC shall go into the government’s Consolidated Fund.

Click here for past QoS performances.