Under the PPPs, there are three key indicators of day-to-day performance, on which basis LUL adds bonuses or makes deductions to the Infrastructure Service Charge that it pays to the Infracos (see A4 for more on the financial consequences of performance). These indicators focus on outcomes that a passenger experiences:
■ Availability - a measure of asset reliability that takes into account disruptions to passenger service. It is assessed in terms of Lost Customer Hours and reflects the type of service disruption, location, day of the week, and time of day. For example, defective trains and escalators at rush hour mean that customers "lose" time due to delays.
■ Ambience on trains and at stations - the quality of the passenger's environment, including cleanliness, quality of ride, and the general condition of stations and trains. It is assessed by "mystery" shoppers, who rate each element of the ambience environment to produce an overall score out of a possible 100. Examples of planned improvements include: all Metronet stations are to be modernised during the contract period, 30 in the first period and 3 in the second, and refurbished every 7½ years; and graffiti will be removed within 24 hours of each incident; Tube Lines is embarking on a similar programme of station modernisations and refurbishments, and all Infracos are seeking to improve train cleanliness by implementing "deep cleans" more frequently than in the past.
■ The speed and quality of fault rectification - for example, fixing faults with trains, lighting, pumps and drains. Faults must be fixed within standard clearance times. To illustrate, litter and spillages must be removed within one hour.