Provision of the Annual Passenger Satisfaction Monitor

Overview The Public Transport Authority (PTA) is seeking a contractor to provide the Annual Passenger Satisfaction Monitor (PSM) for its Transperth and Transwa services. The PTA has undertaken the annual PSM since 1990 across these services. Purpose Procurement is required as the current contract is near expiry. Annual undertaking of the PSM is required as it supports evidence-based decision-making by identifying customer perceptions, tracking trends over time, informing service improvements and maintaining comparability with previous survey results. Scope The contractor will be required to complete all aspects associated with the annual Passenger Satisfaction Monitor for Transperth and Transwa. Transperth PSM The scope of work for the Transperth PSM shall, as a minimum, consist of the following: Satisfying the Transperth PSM Objectives Extending and redefining the sampling points, in consultation with Transperth, to ensure coverage of all relevant geographic sub-group locations within the Perth metropolitan area, as defined by Transperth's operational area Liaison with relevant PTA contacts prior to commencing fieldwork to identify any new or current issues Providing skilled interviewers to collect the data Ensuring that interviewers' supervisors conduct a minimum 10% check on data collected by interviewers Utilising the existing questionnaire content, being mindful that each year this will be reviewed in consultation with PTA; layout, coding format and general questionnaire presentation may be determined by the Contractor Providing services such as coding, data entry and validation, computer processing, data analysis and report writing Presenting survey results by total sample and by sub-group (peak/off peak, region/line, peak/off peak x region/line for ≤50% of questions) to enable bus area or train line comparisons Transwa PSM The scope of work for the Transwa PSM shall, as a minimum, consist of the following: Satisfying the Transwa PSM Objectives and Methodological Objectives Liaising with relevant Transwa contacts prior to commencing fieldwork to identify any new or current issues Providing skilled interviewers to collect the data Conducting a minimum 10% supervision check on data collected Utilising a majority of the content of the existing questionnaire, being mindful that, even though question wording has been developed over a considerable period of time, there is scope to change the layout, coding format and general questionnaire presentation, if found desirable Providing services such as coding, data entry and validation, computer processing, data analysis and report writing Provision of reporting and presentation of survey results Respondents should note that there may be a future requirement to conduct a PSM for Transregional services, which would be discussed in detail with the successful proponent and arranged through a variation if deemed to be required. Instructions to Tenderers For further details on the scope of requirements, refer to Schedule 9 of PTA260081 - Consultancy Services (Book3) RFT Proposed Contract. Enquiries Contact: Kathleen Fryer Phone: (08) 93262031 Email: kathleen.fryer@pta.wa.gov.au