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Requested Information:

All relevant information held by GWRC (and it delegated third parties) regarding the ongoing operational failures of the Wairarapa train service and the plans to address these issues.
Information Requested
1. Operational Data and Performance Metrics
    1.1. Complete service reliability data for the Wairarapa train line for the past 24 months, including:
           • Monthly cancellation rates and specific reasons for each cancellation
           • Monthly on-time performance statistics
           • Frequency of bus replacements and reasons for substitutions
           • Comparison of Wairarapa line performance against other Metlink train services
   1.2. Staff resourcing data for the Wairarapa line:
          • Current staffing levels compared to optimal operational requirements
          • Staff shortage statistics for the past 24 months
          • Staff turnover rates compared to other Metlink services
          • Details of any unfilled positions and duration of vacancies
2. Contractual Arrangements and Accountability                                                                                                                                                      2.1. A copy of the current service level agreement between GWRC/Metlink and TransDev regarding the Wairarapa line, with specific                     focus on:
          • Performance targets and minimum service requirements
          • Penalty clauses for service failures
          • Any modifications or exemptions that have been granted
    2.2. Details of any penalties imposed on TransDev for service failures in the past 24 months:
          • Amounts charged
          • Reasons for penalties
          • Any penalties waived or reduced, with justification
    2.3. Information about contract review processes:
          • Date of last contract review
          • Findings from any service audits
          • Timeline for next contract review
3. Communication and Customer Service
    3.1. Processes for communicating service disruptions to Wairarapa commuters:
           • Advance notification protocols
           • Decision-making timeline for service cancellations
           • Methods used to notify affected passengers
   3.2. Customer complaint data:
          • Total number of complaints regarding the Wairarapa service in the past 24 months
          • Categorisation of complaint types
          • Average response time to complaints
          • Actions taken in response to common complaints
4. Strategic Planning and Remediation
    4.1. Current action plans to address service reliability issues:
          • Short-term mitigation strategies (next 3 months)
          • Medium-term improvement plans (3-12 months)                                                                                                                                              • Long-term service enhancement strategies
   4.2. Specific strategies to address TransDev's staffing issues:
         • Recruitment initiatives
         • Changes to employment conditions
         • Alternative staffing models being considered
   4.3. Infrastructure improvement plans:
         • Scheduled track maintenance and upgrades affecting the Wairarapa line
         • Rolling stock maintenance schedules and replacement plans
         • Budget allocations for Wairarapa line improvements
   4.4. Minutes from GWRC meetings where Wairarapa train service issues have been discussed in the past 12 months, including:
        • Regional Transport Committee discussions
        • Board-level discussions regarding service performance
        • Any working groups or task forces established to address these issues
5. Financial Information
    5.1. Financial data related to the Wairarapa service:
         • Operating costs for the Wairarapa line compared to other services
         • Revenue from the Wairarapa line
         • Subsidies provided for the service
         • Cost-per-passenger comparisons with other regional services
    5.2. Financial impact of service disruptions:
         • Cost of providing replacement bus services
         • Financial implications of service penalties
         • Budget adjustments made in response to ongoing issues

For a copy of the attachment relating to this request please email democratic.services@gw.govt.nz