Free rides this summer but you're on your own!

Yesterday the state government announced they were giving away 250 000 free travel vouchers for use over December / January. This should help get people moving post-COVID, encourage business activity and support public events.

This holiday period is often chosen to do major (and necessary) train and tram network maintenance and construction works. These typically require line shutdowns and bus replacements. The rationale is that without school or university traffic and with many commuters on holiday fewer people would be affected than if it was done elsewhere in the year. 

The Frankston, Pakenham and Dandenong lines are some of our busiest. Large parts will be disrupted in the coming weeks and months. Passengers will be moved onto buses for all or some of their trips. 

Travel will often involve complex bus - train changes including the use of unfamiliar lines. These arrangements aren't necessarily consistent with variations on different days and nights. 

Add to that people who haven't been on trains for a while (due to working from home) and the extra demand induced by the free travel vouchers and you have a recipe for mass confusion.

To mitigate that passenger communications needs to be top-notch. 

Agencies like various 'big build' construction bodies, Metro Trains, PTV and the Department of Transport need to be both consistent and accurate in their information and messaging.

Otherwise there will be lots of bad travel experiences with simple trips taking three times or more longer with backtracking and long waits.

Then what should be a positive (ie people getting out and about with the free travel) risks becoming a negative for business and jobs, the City of Melbourne, and the State Government. 

Are those responsible for passenger communication up to the job?

Regrettably this summer, as in past years, the answer appears not. 

For all the talk of 'simple connected journeys' the Department of Transport, as the main coordinating agency, has issues each year. People may change role and organisations may restructure or rebrand but the same systemic issues remain. 

Before we discuss fixes to this let's get down to the detail of what is really happening on the Pakenham/Cranbourne and Frankston lines. Or at least try to. As it's a hard test with a likely high failure rate. 

What follows is long. Too long to expect many to read. But the detail is there if you want it. Otherwise scroll near the bottom if you're just interested in making things better for next time. Published information is presented first (as photos of brochures or screenshots) with comments on them afterwards. 

Pakenham/Cranbourne

Key disruption pattern – Pakenham/Cranbourne Line

• Disruption limits Caulfield to City

• Express replacement buses from Caulfield – Burnley, connecting with City Loop trains

• Stopping All Stations replacement buses Caulfield – Parliament (noting Parliament is not on Frankston Line normally)

Variation 1 to key disruption pattern – Pakenham/Cranbourne Line

Wednesday 15/12 to Friday 17/12 daytime

• Express buses operate Caulfield to Federation Square (instead of Burnley) for direct CBD access – these do not operate during the second working week

• Separate express buses operate Caulfield to Arts Centre for Frankston Line passengers

• Two different versions of brochure printed, second version has revised dates to match the diagram and now unclear works are effecting Wednesday – Friday daytime (no separate panel unlike Frankston Line brochure). Second version of brochure currently online.  

• Journey planner shows the Caulfield to Burnley express bus as operating 

• Journey planner does not have the Caulfield to Arts Centre or Caulfield to Federation Square express bus times 

Variations to key disruption pattern – Pakenham/Cranbourne Line

Monday 13/12 to Wednesday 15/12 evenings 

• Disruption limits extended Oakleigh to City (instead of just Caulfield to City) for three nights 

• Limited express replacement buses from Oakleigh – Burnley, connecting with City Loop trains (instead of starting at Caulfield) 

• Some passengers change replacement buses at Caulfield (eg travel Hughesdale – South Yarra) 

• On Monday night (13/12) & Tuesday Night (14/12) buses also operate Cranbourne – Dandenong with a train service operating in between two disruptions 

• Metro Website Status Board advised of a limited express buses Burnley – Lynbrook then all stations to Cranbourne but this is not noted anywhere else online or in the brochure 

• Burnley – Cranbourne limited express buses are not shown in the journey planner 

• Wednesday night (14/12) trains operate Cranbourne – Dandenong  

• Thursday night (16/12) follows standard disruption

• Effectively there are 3 different versions of the evening disruption over 4 nights in the same week 

PTV website

Main article - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/cranbourne-and-pakenham-lines-buses-replace-trains-various-times-between-8-30pm-wednesday-13-december-to-last-service-thursday-23-december

Duplicate main article - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/cranbourne-and-pakenham-lines-buses-replace-trains-from-8-30pm-monday-13-december-to-last-service-thursday-23-december-2021

Monday 13/12 – Tuesday 14/12 - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/cranbourne-line-buses-replace-trains-from-8-30pm-to-last-service-each-night-monday-13-december-and-tuesday-14-december-2021 

November & December summary - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/night-and-weekend-works-on-the-cranbourne-and-pakenham-lines

·         * Does not provide written information on route options (replacement buses from Parliament, Federation Square and Burnley)

·         * Maps can only be viewed by opening PDF (no JPEG provided) – not mobile friendly

·         * PDF maps do not show Wed 15/12 – Fri 17/12 daytime option with buses to Federation Square

·         * No hyperlink to evening articles for Monday 13/12 to Wednesday 15/12

·        * Duplicate article has scroll bar on summary table and omits link to works brochure and fails to list evening Cranbourne Line works Mon 13/12 & Tues 14/12

·         * Stop list omits Federation Square, Parliament & Richmond

·        * Cranbourne Line evening works article does not mention Burnley – Lynbrook then all stations Limited Express replacement bus or concurrent works City – Oakleigh

·         * Cranbourne Line evening works article links to January works map PDF

Metro Trains website article - https://www.metrotrains.com.au/planned-works/?pwId=433555

·       *  Written information does not mention Federation Square buses Wed 15/12 – Fri 17/12 or stopping all stations bus operating from Parliament and Richmond

·         * No maps on route options

·        *  Should reference evening works City – Oakleigh / Dandenong – Cranbourne (with links to separate articles) 

Metro Trains website article - https://www.metrotrains.com.au/planned-works/?pwId=435792

·         Does not provide written information or map on route options

·         Does not mention Burnley – Lynbrook then all stations Limited Express replacement bus

·         Should reference evening works City – Oakleigh (with links to separate article) 

Metro Trains website article - https://www.metrotrains.com.au/planned-works/?pwId=433594 

·         Article and calendar entry is for Monday 13/12 only

·         It is assumed that the main Tues 14/12 to Thurs 23/12 article will mention the extension of works on Tues 14/12 & Wed 15/12 (but that heading and article doesn’t)

·         Does not provide written information or map on route options (from Parliament & Burnley)

·         Should reference evening works Dandenong - Cranbourne (with link to separate article) 

Metro Trains website travel alert - https://www.metrotrains.com.au

·         Reference to limited express bus express Burnley – Lynbrook then all stations to Cranbourne, which is not stated elsewhere online or in works brochure.

Metro Trains website article – https://www.metrotrains.com.au/planned-works/?pwId=433223

·         Does not provide written information or map on route options (replacement buses from Parliament, Burnley and Brighton Beach)

·         Should reference daytime works City – Caulfield (with link to separate article) 

Frankston

Key disruption pattern – Frankston Line

• Disruption limits Caulfield to City

• Passengers for outer end of line take a replacement bus Moorabbin - Brighton Beach to connect with Sandringham Line trains

• Train however continues onto Caulfield (some passengers will fail to transfer)

• Express replacement buses from Caulfield – Burnley, connecting with City Loop trains

• Stopping All Stations replacement buses Caulfield – Parliament (noting Parliament is not on Frankston Line normally)

Variation 1 to key disruption pattern – Frankston Line
Monday 13/12 to Wednesday 15/12 evenings

·         * Disruption limits extended Moorabbin to City (instead of just Caulfield to City)

·         * Limited express replacement buses from Moorabbin – Burnley, connecting with City Loop trains (instead of starting at Caulfield)

·         * Some passengers change replacement buses at Caulfield (eg travel Bentleigh – South Yarra)

·         * Thursday night (16/12) follows standard disruption

·         * Map lacking labels for some bus routes 

Variation 2 to key disruption pattern – Frankston Line
Wednesday 15/12 to Friday 17/12 daytime

·        * Express buses operate Caulfield to Arts Centre (instead of Burnley) for direct CBD access – these do not operate during the second working week

·        * Separate express buses operate Caulfield to Federation Square for Pakenham/Cranbourne Line passengers

·         * Journey planner however shows the Caulfield to Burnley express bus as operating

·        * Journey planner does not have the Caulfield to Arts Centre or Caulfield to Federation Square express bus times

·        * Map lacking label for Stopping All Stations replacement bus 

Variation 3 to key disruption pattern – Frankston Line
Sunday 19/12 to Wednesday 22/12 evenings 

·        * Disruption limits extended Mordialloc to City (longer than Moorabbin to City that applied at night the previous week)

·         *Thursday night 23/12 standard disruption will apply 

·         * Limited express replacement bus to Burnley originates at Mordialloc

·         * Express replacement bus to Brighton Beach originates at Mordialloc, stopping only at Moorabbin  

·         * Passengers for Highett – Parkdale who travel home via Brighton Beach forced to transfer replacement buses at Moorabbin 

Online Stony Point Line timetable
Monday 13/12 & Tuesday 14/12  

·      *   Indicates that evening peak trains after 6pm Tuesday 14/12 will operate as buses, despite other sources advising Stony Point Line disruption is after 9pm  

Online Stony Point Line timetable
Friday 17/12

·        * Does not list times for buses replacing the Friday evening services until 21:42 ex Frankston / 22:23 ex Stony Point (Monday – Thursday timetable shown) 

PTV website articles

Main - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/frankston-and-stony-point-lines-buses-replace-trains-from-8-30pm-monday-13-december-to-last-service-thursday-23-december-2021

Evenings Mon 13/12 – Wed 15/12 - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/frankston-line-buses-replace-trains-from-9pm-to-last-service-each-night-monday-13-december-to-wednesday-15-december-2021

Evenings Sun 19/12 – Wed 22/12 - https://www.ptv.vic.gov.au/disruptions/disruptions-information/article/frankston-line-buses-replace-trains-from-9pm-to-last-service-each-night-sunday-19-december-to-wednesday-23-december-2021

·        * Does not provide written information on route options (replacement buses from Parliament, Arts Centre Burnley and Brighton Beach)

·         * Maps can only be viewed by opening PDF (no JPEG provided) – not mobile friendly

·        * Ambiguous headings in main article that may lead some passengers to think buses operate all day Tuesday 14/12

·        * Stop locations for Arts Centre, Parliament & Richmond omitted in some articles, while Flinders St location provided is irrelevant 

·        * Richmond bus stop location needs clarification – Punt Rd stops used in the past for buses to/from Caulfield

·        * Moorabbin bus stop location needs clarification – buses often use Nepean Hwy service road outbound when extended to Mordialloc

·        * Old Glenhuntly, Ormond & Highett bus stop locations used in week 2 evening article (stops moved to Grange Rd & Highett Rd)

·        * Stop locations Highett – Mordialloc omitted from main article while Southland bus stop location omitted from week 2 evening article

·        * Unclear why stop locations listed for Mordialloc – Frankston section, given no works in this section. Old directions and station closure dates given for exiting Edithvale, Chelsea and Bonbeach, with Bonbeach info incorrectly stating outbound stop is on Nepean Hwy.

PTV Summer Works page - https://www.ptv.vic.gov.au/disruptions/major-disruptions/major-disruptions-on-metropolitan-trains/

·         No hyperlinks to works articles

·         No mention of replacement buses Dandenong – Cranbourne Monday 14/12 or Tuesday 15/12

·         Does not list Frankston Line works in late December mentioned in Big Build newspaper ad

 

PTV Cranbourne/Pakenham/Frankston major works page - https://www.ptv.vic.gov.au/disruptions/major-disruptions/major-disruptions-on-metropolitan-trains/

·        * Table omits Frankston Line for Wednesday 15/12 to Thursday 23/12

·         * No hyperlinks to Frankston article for Wednesday 15/12 to Thursday 23/12

·         * No hyperlinks to Frankston article for evening extension Sunday 19/12 to Wednesday 21/12

·         * Does not list Frankston Line works in late December mentioned in Big Build newspaper ad 

Metro Trains website

Main article - https://www.metrotrains.com.au/planned-works/?pwId=433537

Evenings Mon 13/12 – Wed 15/12 - https://www.metrotrains.com.au/planned-works/?pwId=433220

Evenings Sun 19/12 – Wed 22/12 – https://www.metrotrains.com.au/planned-works/?pwId=433223

·     *    Does not provide written information or map on route options (replacement buses from Parliament, Burnley and Brighton Beach)

·   * Should reference separate daytime or evening works as appropriate, with link to separate articles

Metro Trains website travel alert - https://www.metrotrains.com.au

Suggests Stopping All Stations replacement buses operate from South Yarra, not Parliament as per the brochure 

Metro Tunnel Big Build Newspaper ad 

• Incorrectly states Stony Point Line works are only at night (and after last trains!) and not for correct set of dates 

• Details for works in late December not yet available online (on PTV, Metro or Big Build websites) 

Journey planner result – Wednesday 15/12 

• Does not suggest the Arts Centre – Caulfield or Federation Square – Caulfield replacement buses 

• Suggests going via Burnley or South Yarra to connect with a replacement bus to Caulfield 

• Alternatively, suggests taking a Route 3 tram to Caulfield 

Journey planner result – Wednesday 15/12 

• Burnley – Caulfield bus is shown despite not been included on diagrams in brochures

Journey planner result – Monday 20/12  

• Evening buses incorrectly shown Brighton Beach – Moorabbin with a connection to a second bus to Mordialloc, rather than as a through-journey

Key issues and fixes

Major works are planned months or more in advance so there's no reason not to plan and communicate bus replacement arrangements better and clearer. This is unlike unplanned disruptions where much needs to be improvised on the fly and staff do the best they can with imperfect information.  Hence the standard to expect from planned works are and should be higher. 

Information about planned disruptions and bus replacements comes from a wide variety of sources and media. Even what the public expects to be one source is highly fragmented in reality.

Take just the PTV website. It alone may convey information via online timetables, journey planner, text disruption advice, online diagrams and website news items. Each appears to be done by a different person with only a limited ability to cross-link related information or check for accuracy and consistency.  One channel of PTV might publish something they receive from an operator  and treat that as gospel without verifying it's complete or consistent with other messages such as from the operator themselves or construction agencies. 

People joke about stuff being done by the 'work experience kid' but the average inexperienced arts graduate in a communications role might not be that better. Passenger communication is a specialised skill. Not all in these roles necessarily have the network, local area knowledge or even power in the organisation to find and stop errors and inconsistencies before they get published. 

There may also be a culture of being 'safe', that is passively republishing what the operator sends in, even if incorrect, incomplete or inconsistent. As opposed to the more adventurous path of questioning and challenging content to get it right for the benefit of passengers. 

In an organisation like DoT specific network knowledge appears to decline once you rise to executive levels of seniority. This can isolate leaders from on-the-ground challenges in areas such as disruption communications. To counteract that a positive move could be for Minister Carroll to ask that staff like Department head Paul Younis, deputy secretaries and other executives travel the network over summer (including lines subject to bus replacements) to see things for themselves. They could then be charged with and evaluated on addressing some of the systemic information issues that make travel much harder than it should be.

The same problems with poor passenger communication happen each year, especially over the summer period. They are a structural issue with the governance of transport in Victoria and a lingering 'CBD commuter centric' view as to service priorities. 

Systems that PTV people work with, such as to do with the website, are not conducive to fast correcting when something needs amending. More coordination is needed across all its channels to ensure correctness and consistency. Staff turnover may also be an issue; if one person learns to do better then they might not stay around for very long and the issues repeat the following year. 

Summary

As the heading says, if you're catching Frankston or Dandenong trains this summer season, you're on  your own. Published information is often confusing and conflicting.

The variation in service patterns over a short period and a passenger mix that includes many occasional riders don't help either.

It would be regrettable if bumbling and poor communication by transport departments and bodies undermines the goodwill generated by potentially worthwhile promotions such as the free city travel voucher scheme.

If there's ever a time we need to be restoring confidence in our city and our network, it's right now. The state government knows this at the political level but the bodies it entrusts the detail to appear neither well equipped nor accountable to handle these challenges, at least for passengers in Melbourne's south-east. 

The good news is that there is opportunity to do much better. And with a continued full construction agenda  (including upcoming major City Loop works) and a state election coming up a renewed emphasis on better managed disruptions (including associated information) should be a top priority for the Department of Transport and allied agencies and franchisees.