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Singapore Taxis - Quality of Service Standards 4Qtr 2004

Source: www.lta.gov.sg

Taxi Quality Of Service Standards Performance of Taxi Companies between October and December 2004

In the fourth quarter of 2004 (October - December), most taxi companies showed some improvement towards meeting the taxi accident rate standard of not more than two accidents per 10 million km.
SMRT Taxis Pte Ltd and Trans-Cab Services met the accident rate standard for two out of the three months while Comfort Transportation Pte Ltd, Yellow-Top Cab Pte Ltd and Premier Taxis Pte Ltd met the standard in one of the three months.
Performance of Comfort Transportation, CityCab, SMRT Taxis and Yellow-Top Cab
For Comfort Transportation, CityCab, SMRT Taxis and Yellow-Top Cab, the average monthly accident rate in the fourth quarter was 2.48 accidents per 10 million kilometres, an improvement from 2.69 accidents per 10 million kilometres in the previous quarter.
However, as a result of their failure to meet the Quality of Service (QoS) standards on accident rate for two consecutive months, all the four incumbent taxi companies will be penalised.
The penalties for each company, calculated based on their fleet size and degree of non-compliance from September to November 2004 are given in Table 1. The applicable penalties for December 2004 are pending the results of January 2005.

Table 1

 

September 2004

October 2004

November 2004

Comfort

$15,269

No penalty

No penalty

CityCab

$7,805

$7,473

$7,574

SMRT Taxis

$3,527

No penalty

No penalty

Yellow-Top Cab

$2,028

$1,991

No penalty

CityCab will also be fined an additional $15,147 for failing to meet the cater rate for two consecutive months in November and December 2004. The details of each company's performance (from September to December 2004) are shown in Annex A.
Performance of New Taxi Companies
The three new taxi companies, namely Trans-Cab Services Pte Ltd, Smart Automobile Pte Ltd and Premier Taxis Pte Ltd, have been given a 12-month grace period (from the start of their respective dates of operations) to comply with the standards on availability of taxis via radiophone bookings1. They are currently being monitored on the first inspection passing rate, accident rate and offence rate.
Other than Premier Taxis not meeting the offence rate standard in November 2004, the new taxi companies are generally able to meet the standards for first inspection passing rate and offence rate.
The new taxi companies will also be penalised for their failure to meet the accident rate standard. The details of the penalties are as follows:
 

September 2004

October 2004

November 2004
Trans-Cab Services

No penalty

No penalty

No penalty

Smart Automobile

$1,000

$1,000

$1,000

Premier Taxis

$1,000

$1,000

No penalty

The details of each company's performance for safety and customer satisfaction standards are shown in Annex B.
Improving Service Standards
Under the Taxi Operator Licence (TOL) framework, licensees must comply with a set of Quality of Service standards, which were introduced in June 2003 to improve taxi services for commuters.
LTA monitors the performance of the taxi companies in three areas, namely availability of taxis via radiophone booking, safety and customer satisfaction.
The three new taxi companies have been monitored only on the first inspection passing rate, accident rate and offence rate standards. They have been given a 12-month grace period from the start of their operations to comply with the radiophone booking standards. This is in recognition that these taxi companies are still building up their fleets and that their radiophone systems will take time to stabilise.
LTA is currently evaluating the performance of the taxi companies for the next quarter between January and March 2005.
More.....
1Trans-Cab Services was issued with the TOL on 1 Aug 2003 and launched its taxi operations in Jan 2004. Smart Automobile was issued with the TOL on 1 Oct 2003 launched its taxi operations in Jan 2004. Premier Taxis was issued with the TOL on 1 Oct 2003 and launched its taxi operations in Mar 2004.

Source: Land Transport Authority Press Release 1 Mar 2005

 

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2 March 2005