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Annual Performance North East NORTH EAST NORTH EAST Key Nationwide bus times Facts * over 61 million Customer services passenger journeys Monday to Friday 9.00am until 5.00pm were made on Stagecoach 0191 566 0231 @stagecoachNE North East buses [email protected] stagecoachbus.com or write to over 19 million miles operated Customer Services, Stagecoach North East Wheatsheaf, Sunderland, SR5 1AQ across the North East Disability helpdesk 99.5% Monday to Friday 9.00am until 5.00pm reliability 0191 566 0248 (TypeTalk enabled) and 91.9% punctuality on services [email protected] throughout the North East Fax: 0191 566 0230 437 Bus Appeals Body buses across Newcastle, If you are unhappy with our response you may contact Sunderland, South Shields, the Bus Appeals Body Annual Hartlepool and Teesside 0300 111 0001 [email protected] bususers.org Performance 1337 staff employed across six Stagecoach North East depots North East stagecoachbus.com May 2018 - April 2019 * Calls cost 12p per minute plus your phone company’s access charge. All details correct at the time of going to print, July 2019. Our People helping to streamline the customer experience We work with drivers continuously to improve The key measures of our performance are the Investments renewed fundraising initiative led by driving and provide proactive and reactive support driving skills and use a monitoring system on reliability and punctuality of those journeys staff in the north east and delivered by the We are a major employer in the local wherever possible. buses called GreenRoad. Using a traffic-light and, in the past year, we operated 99.5% of Contactless, smart ticketing and the hard, collaborative work of key departments economy, with 1,337 employees, of whom LED system on the dashboard, GreenRoad our scheduled services. Of those, 0.5% did not Stagecoach Bus app offer yet more within the company, raised an outstanding 1,057 are drivers, 179 are engineers and 101 Stagecoach North East continues to gives drivers instant feedback on their driving operate, 0.06% was due to factors within our convenience to customers and contribute £30,000 for local charities, representing a are administration and managerial staff. The demonstrate its commitment to making bus manoeuvres and encourages smoother, safer, control, such as driver and vehicle allocation, to reducing dwell times which speeds up year on year improvement of circa £10,000. majority of our employees live within the local travel more attractive and accessible for young and more fuel-efficient driving. and 0.44% was due to factors out of our customer journeys. The first bus company in Over the past three years alone, the communities we serve. people in the region. Following the successful control such as bad weather, road closures and the group to introduce contactless payments cumulative total of Stagecoach North East’s introduction of the £1 single fare for Under In the last year, 255 drivers (24%) were awarded traffic congestion. We monitor our services for across its entire fleet, the technology at Christmas fundraisers has reached over Over the past year, 75 new drivers were 19s, the ‘VIP’ product range has grown steadily Fleet Elite status under a comprehensive driving punctuality and, in the past year, our AVL system Stagecoach North East now captures £80,000. trained to become PCV licence holders. In and contributes significantly to the increasing safety measurement programme managed by tracked 99% of all scheduled journeys. Despite 32.3% of our on-bus sales while contactless total, 109 drivers (including existing licence volume of bus passengers in the region. GreenRoad. another year of an exceptional number of transactions reached a value of over In April 2019, Stagecoach North East further holders, new recruits and transfers) have been work schemes across the region, of these, 92% £10million in March 2019. demonstrated its commitment to local placed in our local depots. Our drivers also In August 2018, Stagecoach North East invited A total of 20 Fleet Elite awardees have achieved operated within 5 minutes of their scheduled communities with the commencement of a attend certified classroom courses during the families in Tyne & Wear to leave the car at the Gold badge for consistently maintaining their time. We continue to seek improvements both The Stagecoach Bus app offers a simple long-term partnership with The Chronicle year to maintain their Driver Qualification home and benefit from exceptional value when Fleet Elite safe and fuel-efficient driving for three through rescheduling services and discussions journey planning tool which uses interactive Sunshine Fund, a Newcastle-based charity Card, which requires them to maintain and travelling together, with the introduction of the consecutive years, while 128 drivers achieved with our local highway authorities. maps and the smartphone GPS system to which raises funds for local children improve their skills through regular training Family dayrider PLUS ticket. The ticket offers the Master Fleet Elite status for maintaining the help customers identify their nearest bus and families affected by disabilities. The programmes. a great incentive to make the most of public rating for four or more consecutive years. In April 2019, Stagecoach North East unveiled stop, and the most suitable bus service for partnership aims to raise wider awareness transport while taking in the wide variety of a new bus route to serve the North Tyneside their journey requirements. Passengers can of the charity’s great work using on-board Many of our employees have shown impressive visitor attractions available in our local towns coastline, operating between North Shields also find out information on journey duration, promotional space, helping Sunshine Fund to commitment and loyalty to Stagecoach. and cities. The initiative has now been rolled Our buses Ferry and Whitley Bay. ‘The Seasider’ takes in fares and live running times to check the reach more families in need throughout the This year, 79 long-serving employees were out across Teesside and in Hartlepool. We operate a fleet of 437 buses and have some of the borough’s top tourist attractions status of their journey before catching the region. acknowledged after accumulating an impressive invested millions in new buses for local areas and leisure facilities and is proving to be a bus. In addition, the app enables customers to 2,370 years of service between them, and each November 2018 marked the roll-out of a over the last couple of years, all of which significant draw for residents and visitors, from pinpoint their location during their journey, In partnership with Newcastle United’s one was recognised for their prolonged hard set of Group-wide initiatives designed to are fully accessible and meet the latest Euro the north east and further afield. helping them determine where they are on Foundation, Stagecoach North East provided work and commitment over the years at a remove barriers to bus travel and encourage emission standards. With newer buses featuring the route at any one time, how far they are hundreds of free travel passes for young celebration dinner and awards ceremony. modal shift. The north east team introduced USB charging points, a total of 210 buses in the Stagecoach North East’s X24 express service from their destination and when to get off participants. This initiative helped them to a standardised fare structure for bus North East are now also fitted with free WI-FI between Sunderland and Newcastle via Doxford the bus, which is particularly beneficial to reach the charity’s Summer programme, Our customers journeys in Hartlepool, with the new one- for the convenience of our customers. International has enjoyed considerable growth, key disability groups and those who are not which aims to improve employability in price ‘Hartlepool Anywhere’ ticket allowing with passenger numbers over the last 12 months regular bus users. tandem with the NE1 Works initiative and Our customers made a total of over 61 passengers to travel anywhere within the town Stagecoach North East places the utmost increasing at an average of 19% year on year. the ongoing work of National Citizen Service. million journeys on our buses throughout the for £1.80 (or £1 for under 19s). importance on vehicle presentation and Our community year. During that period, we received 2552 our local teams are tireless in their efforts Recently the company also collaborated complaints, the equivalent of one complaint for to maintain high standards of cleanliness for In November 2018, Stagecoach North East directly with National Citizen Service in an every 24,000 passenger journeys. Our environment customers, both on-board and externally. won Bronze in the ‘Bus and the Community’ additional bid to boost career opportunities We are making some real strides in becoming category of the UK Bus Awards 2018, for local young people. NCS participants Our local Customer Communications team following its successful fundraising efforts a greener, smarter bus company; the recent Our services are now guaranteed first interviews for the strives to maintain and improve customer inception of mobile tickets and reusable smart during the previous Christmas period which award-winning Stagecoach apprenticeship relations via social media, telephone, email and cards helps to significantly reduce the number We operated over 19 million miles over the saw over £20,000 collected on-board for scheme. Stagecoach North East currently web. These channels are used as platforms of paper tickets issued by ticket machines, last year and passengers made over 61 local charities. employs a total of 14 engineering apprentices from which to engage our customer base in whilst our investment in environmentally million journeys. from within its local communities. both promotional and operational activities, friendly vehicles continues to grow. Subsequently, during Christmas 2018/19, our .
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