Community of Metros Research – Community of Metros Benchmarking Group

Research: Sustainability and Environmental, Social, and Governance Factors in Metros

August 29, 2023April 28, 2023

Environmental, Social, and Governance (ESG) is an approach to sustainability that reflects social responsibility and care of employees in addition to environmental impacts. It is a concept that is influencing companies around the world, who are motivated by climate change and changing societal expectations.

The first and foremost motivation for studying ESG across COMET members is the intensifying climate change crisis. As transport is a major contributor to carbon emissions, there are discussions on how to decarbonise all forms of transport. From the societal perspective, there are shifting attitudes and expectations about inclusivity, transparency, and transport as a social good, to which the information age has brought greater awareness.

The study are compiles metros’ ESG policies and strategies and explores the measurement and monitoring tools used by member metros as well as the challenges and lessons learned from implementation. It reviews policies, initiatives, and data in selected areas of focus such as energy, environment, diversity, and public engagement.

Research: Fare Evasion

August 31, 2022

Fare evasion is a highly complex and multfaceted issue faced by metros. Benchmarking of fare evasion rates is included in the annual COMET Key Performance Indicators work, but this is the first time the topic has been studied specifically since 2004. This study looked at fare evasion rates, causes and initiatives across 31 metros.

Summary of high level factors contributing to fare evasion at metros

The study is structured around three key aspects that are directly considered by a passenger when deciding to evade fare payment: how easy it is to breach the system, what the consequences are for getting caught, and the likelihood of getting caught. Increasingly since this topic was last studied, fare evasion is being more widely discussed in the context of social equity and proportionality, where it is seen as symptomatic of wider societal issues that need addressing rather than criminalising the evader themselves.

Research: Sustainable Fares and Funding

July 28, 2022July 22, 2022

Ensuring that metro fare and funding structures are sustainable is vital to cover both short-term operating costs and to continue investment in the metro to maintain service quality for the longer term. The study brought together information from 33 metros to explore how metros set and review fares, to compare fare structures, fare levels and fare products across metros, and to understand how COVID-19 has impacted fares and funding arrangements.

Fare revenue is the largest and most important revenue source for metros. The study builds on previous work in COMET on fares and funding by particularly considering the sustainable element of metro revenue generation, considering important current factors such as rising inflation and prices, fare adjustment mechanisms, and concessionary fare offerings.

COMET Annual Customer Satisfaction Survey Goes Live

March 30, 2022

The annual COMET Customer Satisfaction Survey (CSS) has gone live! 24 COMET metros are surveying their customers from 28th March to 1st May on multiple service quality areas relevant to satisfaction with metro services. Metros will be publicising the survey using their own channels and platforms.

The extent to which organisations meet their customers’ expectations is an important indication of their success and sustainability, but customer satisfaction is traditionally difficult to benchmark and compare. The COMET Customer Satisfaction Survey does not directly compare overall satisfaction between organisations in different cities, but instead allows operators to understand their relative performance compared to other metros in meeting their own customer expectations in multiple service quality areas. The first Customer Satisfaction Survey took place in the International Bus Benchmarking Group (IBBG) in 2009 and was later introduced into three other benchmarking groups including COMET. An academic paper by Mark Trompet et al describes the CSS methodology in detail.

Research: COVID-19 Update on Recovery

March 29, 2022January 29, 2022

This express study compiled the latest information from 28 metros regarding their ongoing management of and recovery from the pandemic. This study aimed to understand new policies and practices regarding staff vaccination and testing, assess the impact of recent COVID-19 outbreaks on staff availability, update demand, revenue and cost forecasts for 2022 and share new cost reduction and revenue maximisation initiatives. Key findings included:

About a third of metros require some or all staff to conduct COVID testing for work, but most metros encourage regular testing using wider government or public health facilities.
Vaccine mandates for metro staff are not yet common with three metros reporting them in place. Metro staff typically have higher vaccination rates than the general public, with a few exceptions.
Frontline staff availability continues to remain lower than pre-pandemic, with station staff and train drivers particularly affected.
Ridership forecasts are generally being revised downwards from previous estimates as the length and severity of the pandemic continues to cause uncertainty.

COMET has been undertaking a number of short, targeted studies and workshops compiling the latest COVID response and recovery at metros. Other examples include Accommodating Returning Demand, Cost Optimisation, Staff Availability, and supporting the wider Transport Strategy Centre’s multimodal benchmarking review of recent activities.

Research: COVID-19 Accommodating Returning Demand

January 10, 2022November 10, 2021

Metro demand has varied dramatically during the course of the pandemic, and is influenced by a wide range of societal and political factors as much as individual passenger behaviour. However, as cities, regions and countries recover from the most immediate impacts of the pandemic, metros are considering how to accommodate a safe and confident regrowth in demand from its lowest level. There are also new opportunities to respond to changing customer travel patterns and preferences, despite the ongoing challenges presented by COVID-19. This study brought together information from 33 COMET metros to understand:

How metros plan to manage crowding particularly while the spread of COVID-19 is still a concern (including ongoing COVID-19 policies and event management) – metros expect that customer attitudes to personal space will change even without formal social distancing requirements. Operational management (i.e. service and staff response in stations, at platforms and trains) will be important as well as supporting customers to choose their travel times.
What metros are doing to influence and encourage demand – metros are implementing or considering customer information tools, and fare changes and promotions to attract/reattract/influence customers.
Metros’ future service plans – metros are ensuring flexibility is built into service plans to allow for changes in customer demand, for example service frequencies and peak/off-peak adjustments.

Examples of customer information tools developed during the pandemic

Research: Infrastructure Diagnostics

January 10, 2022November 1, 2021

Metro infrastructure is expensive, complex, intensively used, and critical for the safe and reliable provision of metro services. This study brings together information from 26 metros to identify technologies used by metros for automated monitoring of infrastructure (track, power and tunnels) and detection of pre-failure conditions that may enable a shift to condition-based maintenance.

Definitions of maturity in automated monitoring technology

There were four key benefits identified in the study that could be achieved through the
introduction of automated monitoring.

Improved Reliability e.g. increased frequency of measurements, increased
knowledge of assets and reduced rate of failures for equipment
Changes to Existing Work Practices e.g. changing maintenance frequencies and
procedures without impact on safety/effectiveness
Labour Hour / Cost Savings e.g. changes to existing work practices leading to greater efficiency and/or productivity
Improved Safety e.g. due to increased reliability; reduced time required in danger
zone for track workers.

Research: Cleaning Efficiency and Practices

January 10, 2022September 24, 2021

Cleaning has long been an integral part of metro operations, with a focus on manual and resource-intensive methods and following health and safety regulations. With the onset of the COVID-19 pandemic, cleanliness of public transport quickly took on greater prominence, gaining significant political and public interest and becoming a key area for testing and innovation.

Benchmarking of metro cleaning practices offers significant scope for efficiency. Even before COVID-19, cleaning made up almost 5% of an average metro’s operating costs, and as metros begin to recover from the pandemic and attempt to maintain enhanced cleaning standards under constrained budgets, it is essential that metros manage these costs and maximise effectiveness as far as possible.

Factors preventing more effective and efficient cleaning at metros

This study brought together information from 30 metros to explore cleaning trends leading up to the pandemic, including benchmarking on contracts, cleaning hours, and cleaning costs. The study also examined how practices, frequencies and staffing have changed as metros manage COVID-19. Lastly, the study included examples of new techniques, products and practices that have been implemented and found to improve cleanliness outcomes during COVID-19.