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Crossrail - The Performance Challenge
MTR Crossrail
27 November 2017
Maureen Dominey, Head of Performance and Planning
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Page 2
MTR Crossrail Overview
• MTR Crossrail began operations on 31 May 2015
• MTR (Hong Kong Mass Transit Railway) operates the Concession
on behalf of Transport for London (TfL)
• TfL specify what train service we are to deliver
• Services will be running across TfL, Heathrow Airport Limited
(HAL) and Network Rail (two routes) infrastructure
• A number of project milestones to meet; various risks to
manage:
• Regular and complex engineering works
• Ageing existing fleet
• Introduction of new fleet
• Recruitment of a significant number of new staff
• Performance regime very punitive – including penalties for
incidents caused by our suppliers
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Page 3
Stage 0 (May 2015)
Stage 0
Shenfield – Liverpool Street (Main Line)
Stage 1 (May 2017): same route, but new rolling stock being
introduced
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Page 4
Stage 2 (May 2018)
Stage 1
Shenfield – Liverpool Street
(Main Line) Stage 2
Heathrow –
Paddington
(Main Line)
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Page 5
Stage 3 (December 2018)
Stage 1
Shenfield – Liverpool Street
(Main Line)
Stage 3
Paddington (Crossrail) to
Abbey Wood
Stage 2
Heathrow –
Paddington
(Main Line)
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Page 6
Stage 4 (May 2019)
Stage 4
Paddington (Crossrail) to Shenfield / Abbey
Wood) Stage 2
Heathrow –
Paddington
(Main Line)
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Page 7
Stage 5 (December 2019)
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Page 8
60%
65%
70%
75%
80%
85%
90%
95%
100%
20
13
/14
_P0
8
20
13
/14
_P0
9
20
13
/14
_P1
0
20
13
/14
_P1
1
20
13
/14
_P1
2
20
13
/14
_P1
3
20
14
/15
_P0
1
20
14
/15
_P0
2
20
14
/15
_P0
3
20
14
/15
_P0
4
20
14
/15
_P0
5
20
14
/15
_P0
6
20
14
/15
_P0
7
20
14
/15
_P0
8
20
14
/15
_P0
9
20
14
/15
_P1
0
20
14
/15
_P1
1
20
14
/15
_P1
2
20
14
/15
_P1
3
20
15
/16
_P0
1
20
15
/16
_P0
2
20
15
/16
_P0
3
20
15
/16
_P0
4
20
15
/16
_P0
5
20
15
/16
_P0
6
20
15
/16
_P0
7
20
15
/16
_P0
8
20
15
/16
_P0
9
20
15
/16
_P1
0
20
15
/16
_P1
1
20
15
/16
_P1
2
20
15
/16
_P1
3
20
16
/17
_P1
20
16
/17
_P2
20
16
/17
_P3
20
16
/17
_P4
20
16
/17
_P5
20
16
/17
_P6
20
16
/17
_P7
20
16
/17
_P8
20
16
/17
_P9
20
16
/17
_P1
0
20
16
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_P1
1
20
16
/17
_P1
2
20
16
/17
_P1
3
20
17
/18
_P1
20
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_P2
20
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_P3
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/18
_P4
20
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/18
_P5
20
17
/18
_P6
20
17
/18
_P7
Right time %
Historic and current performance
86%
88%
90%
92%
94%
96%
98%
100%
20
13
/14
_P0
8
20
13
/14
_P0
9
20
13
/14
_P1
0
20
13
/14
_P1
1
20
13
/14
_P1
2
20
13
/14
_P1
3
20
14
/15
_P0
1
20
14
/15
_P0
2
20
14
/15
_P0
3
20
14
/15
_P0
4
20
14
/15
_P0
5
20
14
/15
_P0
6
20
14
/15
_P0
7
20
14
/15
_P0
8
20
14
/15
_P0
9
20
14
/15
_P1
0
20
14
/15
_P1
1
20
14
/15
_P1
2
20
14
/15
_P1
3
20
15
/16
_P0
1
20
15
/16
_P0
2
20
15
/16
_P0
3
20
15
/16
_P0
4
20
15
/16
_P0
5
20
15
/16
_P0
6
20
15
/16
_P0
7
20
15
/16
_P0
8
20
15
/16
_P0
9
20
15
/16
_P1
0
20
15
/16
_P1
1
20
15
/16
_P1
2
20
15
/16
_P1
3
20
16
/17
_P1
20
16
/17
_P2
20
16
/17
_P3
20
16
/17
_P4
20
16
/17
_P5
20
16
/17
_P6
20
16
/17
_P7
20
16
/17
_P8
20
16
/17
_P9
20
16
/17
_P1
0
20
16
/17
_P1
1
20
16
/17
_P1
2
20
16
/17
_P1
3
20
17
/18
_P1
20
17
/18
_P2
20
17
/18
_P3
20
17
/18
_P4
20
17
/18
_P5
20
17
/18
_P6
20
17
/18
_P7
PPM %
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Improvement activities
• Significant reduction in fatalities, trespass and
vandalism
• Station dwell time reductions
• Quicker management of ill passenger incidents
• Class 315 fleet improvements
• Ruthless approach to service recovery
• Timetable improvements
• Driver recruitment
• Taking ownership of our suppliers’ issues
• General relentless focus on finding solutions
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Current / forthcoming challenges
• New fleet – class 345s nowhere near as reliable as the older
class 315s
• Two thirds of current drivers are new
• Operating Paddington – Heathrow from May-18; currently
performing poorly
• Operating Central Operating Section (COS) from Dec-18
• Different infrastructure managers / methods of signalling for
same train
• Infrastructure maintenance as Crossrail service increases
0
50
100
150
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250
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PP
M F
ailu
res
Year - Period
Fleet PPM Failures By Period
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Page 11
Top 3 tips for performance improvement
• Get your timetable right
• Don’t assume everything will run smoothly, but ensure you are
ready for when it doesn’t!
• Don’t be afraid to look stupid
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Trying stuff
• This does not mean randomly trying things until you see
improvement
• Should always be based upon good analysis and observations,
and planned
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Performance trivia
• Have you done any interesting analysis lately? What did you do
and what did it tell you?
• Do you have any tips for getting out of 'reporting' and in to
'improvement'?
• What's been your most unusual cause of delay over the last
year?
• If you had three wishes for improving performance, what would
you use them on?
• What is your favourite graph and why?
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Page 14
Thank you
