ANNEX

Milton Keynes Quality Bus Partnership Voluntary Partnership Agreement (VPA)

Introduction

A voluntary Quality Bus Partnership (QBP) was established with MK Metro (now ) in 2007, recognising the common objectives of:

 Creating and promoting a bus in that is a viable and attractive alternative to car use.

 Increasing the use of local bus services by choice, so helping to support a sustainable transport system that contributes to maintaining Milton Keynes as a regional centre fit for the 21st Century, enhancing the quality of life for Milton Keynes residents and making it an attractive destination for visitors

 Ensuring passenger transport in Milton Keynes is developed to support and match expansion and regeneration for the area, attracting new investment, employment, education and social opportunities

This partnership delivered a number of successes including a £2.23 million Better Bus Area investment in electric buses, improved interchanges, RTPI system enhancements and more effective marketing. It is still considered the most appropriate vehicle for delivering a high quality, integrated passenger transport network as set out in the Council’s approved Mobility Strategy.

There is now a need to re-set and re-focus the Council’s partnership approach in light of Mobility Strategy delivery plans, and associated targets - notably increased passenger transport modal share and vastly improved customer satisfaction ratings.

Milton Keynes Council and Arriva share the same vision and drive, and have come together to make the change that is necessary to truly transform the bus network for the better. This is why the two organisations will implement a far-reaching Quality Bus Partnership programme, delivering on commitments in phase one of the Mobility Strategy period (2018-2024).

We will work together to jointly implement the improvements set out in this document. It is anticipated that the proposed bus and passenger service improvements will be phased in to a mutually agreed programme, with short-term measures implemented between April 2018 and March 2020. All the improvements and standards are the minimum expected and may be exceeded.

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The Council intends to reconstitute the QBP as a Voluntary Partnership Agreement (VPA) under the Transport Act 2000, as amended by Section 46 of the Local Transport Act 2008.

Network Performance

Monitoring of customer satisfaction with passenger transport services is carried out via surveys:

 the Arriva Customer Satisfaction survey carried out in each autumn which includes questions about bus service information.  Transport Focus Bus Passenger Survey conducted in autumn of each year.  the NHT (National Highways & Transport) Survey where Milton Keynes Council is one several participating English Local authorities.  Milton Keynes Bus Users Group (MKBUG) Mystery Shopping.  Customer feedback to the Council’s Passenger Transport team.

The Council also monitors bus punctuality through roadside surveys, covering all routes and operators across the Milton Keynes authority area.

As a result, the Council, Arriva and other bus operators achieved:

Bus Satisfaction at 83% (2017), an increase from 73% (2012) A decrease in Passenger Transport travel time (average minimum) of 15%.

However, bus patronage has declined by over 10% since April 2015.

The Council and Arriva recognise that reversing this decline and improving customer satisfaction can be best achieved through a voluntary partnership arrangement, which emphasises the importance of the local bus network in delivering the future mass-transit, Movement as a Service (MaaS) and low-carbon solutions identified in the Mobility Strategy. As such, a joined-up and flexible approach is required to transform passenger transport services, responding in an agile way to funding and technological opportunities.

We continue to listen to our customers and stakeholders, to determine we can improve their experience of using the local network. This can only be achieved through a combined approach encompassing vehicle and infrastructure investment, ticketing and information schemes and front-line staff delivering the best possible customer service.

Other Operators

The Council has followed a partnership strategy with all bus operators – particularly in respect of multi-operator ticketing and intends to implement smart solutions which deliver a step-change in overall bus patronage. Both the Council and Arriva will provide appropriate levels of leadership which encourage all operators to commit to the same partnership objectives. The partnership will also reflect and build upon the

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existing Milton Keynes Bus Passenger Charter (standards) which these same operators are signatories to.

QBP Governance

The Council and Arriva have confirmed appropriate governance arrangements and representation to support implementation of QBP programmes:

 QBP Working Group – Meeting monthly. This MKC and Bus Operator forum will review network performance including punctuality and reliability, agree and implement action plans and escalate outstanding issues to the QBP Steering Group for decision.  QBP Steering Group - to include representation from MK Bid, the Youth Parliament, local business groups and MKBUG - Meeting Quarterly.  QBP Project Board – Head of Service/Director/Cabinet member level representation - Meeting Bi-Annually.

The Steering Group will play a critical role in reviewing network performance, scrutinising the Working Group’s activities, and the delivery of short term Mobility Strategy objectives.

The Project Board will ensure longer term alignment with Mobility Strategy Plans and effective engagement with key external stakeholders, in order to maximise bus operator investment in the Premium Routes (‘turn up and go’) bus network.

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Commitments (2018-2024)

Bus Services

 Working together to make best use of available subsidy and developer monies to sustain and enhance service levels. This shall incorporate a requirement to consult at an early stage on planned service changes.

o The Public Service Vehicles Regulations requires operators to provide 28 days notice of any draft service changes, thereby allowing the Council time to review patronage/ revenue data and to make informed decisions about any replacement services, before the final application is registered with the Traffic Commissioner. This, combined with a reduced notice period of 42 days, determines that a total of 70 days could be required before a service can be withdrawn. o Arriva commits to discuss with the Council any proposals to vary or cancel services, before triggering the 70 day formal notice period, wherever practicable.

 Engage positively with local communities and stakeholders to promote a stable, commercially viable network, minimising the requirement for long-term public subsidy. Both parties commit to:

o Influence the scope and design of new development sites through early and sustained engagement with the planning process, specifying bus access, movement and facilities requirements to ensure effective, long-term bus service provision. o Consult with the Council’s Head of Transport when planning any service, fares or infrastructure changes. This will allow the Council to understand the implications of any change at an early stage, and to put in place steps to ensure local residents continue to have confidence and enthusiasm to use buses as their mode of choice. o Work closely with MKBUG through the QBP framework and on an informal basis to promote patronage growth – for example through joint promotional activities, marketing and awareness campaigns.

 Carry out a joint Network review identifying bus priority measures, to be implemented through a new UTMC contract, from 2019/20 onwards.

 The partners will develop a joint strategy for Premium Routes upgrades covering the period to March 2024, with 700k capital funding allocated to this area in 2018/19. Premium Routes are defined as those services which are, or could be, capable of operating on a ‘turn-up and go’ (i.e. commercial) basis (at least every 10 minutes) between the hours of 0600 and 2000, Monday- Saturday, with reduced frequencies outside of these times. Routes 4/5/6/8/300 currently fall within this category.

The Council and operator partners will join forces to:

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o Agree a target for patronage growth based increasing the number of bus trips per head of population to 45 from the current baseline of 37 within a 18 month timescale. This would then bring Milton Keynes bus use up to the level of comparable authority areas within the region. o Share knowledge to identify those areas and sections of routes which require additional investment in services and infrastructure to boost patronage growth. o Plan and promote joint investment on the network e.g. new vehicles, Smart ticketing initiatives, bus shelter and RTPI upgrades through the Council’s Great Smarter Travel MK website and operator led publicity. o Reach agreement on the targeted use of developer contributions to deliver a sustainable, commercially operated bus network. o Continue to fund improvements on services currently falling outside of the Premium Routes classification – to create the conditions for future patronage growth and commercialisation where achievable, subject to a review of Council funding commitments in 2018/19 and beyond.

 Actively review commercial options to implement Demand Responsive Transport services in Milton Keynes, including dialogue with external agencies, in order to define an appropriate scope and scale for these interventions.

 Extend the existing Electric Vehicle pilot to additional routes using DfT grant funding, where agreed.

Highway Infrastructure

 Implement Highways capital programmes to ease congestion and enhance traffic flow at key junction sites, focussing on pinch-points identified by operators on a continuous basis. The Council and its highway contractors will establish a live reporting process to allow operators to easily and reliably communicate congestion ‘hotspots’, and therefore to minimise the impact of disruption on the network. This shall be managed through the Council’s Urban Traffic Management Control (UTMC) system.

 Ensure bus stop infrastructure, including shelters and Real Time Passenger Information (RTPI) systems are adequately maintained.

 Through monthly reviews with the Council’s highway contractor, and the UTMC live reporting system, review the status and scope of current/planned roadworks to implement effective mitigations, thereby minimising any impact on local bus services/passengers.

Customer Information

 Revise the Council’s Bus Information Strategy, creating a policy framework which is fit for purpose, and consistent with the Council’s Mobility Strategy,

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recognising the importance of information products in the promotion of bus services.

 Review the strategic objectives of the RTPI system, continuing to invest jointly in services provide benefits to the public, such as on-vehicle audio visual displays. The Council will fund additional RTPI displays at busy stops through developer contributions where available.

 Deliver improved bus service publicity, focusing on the following areas:

o Ensuring clear route information is available at all stops, and that timetable displays at all bus stops are up to date o Promoting the availability of bus service publicity both on-bus and at MKube, in line with the current Bus Information Strategy and subsidy contract standards, specifically: o Providing a single-service timetable leaflet for each service to an agreed specification and timescale. Vehicles shall be fitted with racks or holders for bus service publicity. o Ensuring timetables are in an easy to understand format using a font and font size that takes into account the needs of partially-sighted users, and installed at a height so that wheelchair users can also access the information. o Updating timetables at all bus stops within 48 hours of the new one coming into operation. o Maintaining and marketing Premium Routes, including timetables and route maps. o Marketing a guide to fares leaflet including details of standard single fares within the borough as well as details of relevant multi journey/operator tickets – e.g. MK Moove. o Agreeing additional publicity material intended to boost patronage of their services, provided an acknowledgement of the Council’s support for any contracted service is included.

 Install upgraded software and implement process improvements to enhance the accuracy and timeliness of timetable data as supplied to the public via Traveline, RTPI and other on-line systems.

 Agree and implement Network disruption protocols, linked to implementation of the Council’s UTMC system and wider Social Media strategy.

 Develop an Open data and Audio Visual strategy, compliant with the Bus Services Act which requires operators to improve passenger information and services by installing audio and visual Real Time Information technology on all new buses (target for implementation end 2020), linked to MK Smart and other third-party app/journey planner initiatives.

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Marketing

 Agree a strategic marketing plan, improving communication with the public and awareness of the passenger transport network through the revitalised Get Smarter Travel MK website and other marketing initiatives.

 Agree a joint Social media strategy, taking up opportunities to positively and proactively celebrate successes such as investment in vehicle and infrastructure.

 Proactively engage with schools, developers, businesses and residents to provide guidance and information in the development of travel plans, targeting resources through the Smarter Choices and other jointly agreed programmes to maximise the use of the bus network and other sustainable modes of travel throughout Milton Keynes.

Vehicle Standards

 Buses will be fully accessible, meeting the problems of customers with mobility problems or childcare needs.

 Services will be operated by vehicles which provide sufficient seating capacity for the numbers of passengers normally expected to use it.

 Buses should be internally swept and externally washed where practicable, before they go into service. Posters inside the bus should remind passengers that they should refrain from discarding litter in the bus.

 Exterior LED destination displays to display details of the destination and route number.

 CCTV cameras fitted as standard for customer and driver security.

 All MKC tendered services will be operated by Euro V emission standard (or better) vehicles. The instances of Euro IV emission (or less) vehicles operating on fully commercial routes, will be kept to an absolute minimum.

 Low-floor standard/DDA compliant vehicles on all Milton Keynes bus services.

 Any vehicle should be no more than two years old at the commencement of any subsidy contract, and no more than 7 years old at any time during the life of the contract.

 Initiate a ‘bus naming’ programme to highlight the operators investments in new vehicles/infrastructure, and to celebrate the services they provide to local communities.

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Ticketing

 Proactively participate in concessionary travel and multi-operator Smart Ticketing schemes established by the MKC and/or other operators in the area to include:

o ENCTS mandatory Travel concessions. o MKC discretionary scheme for ENCTS and disabled card holders. o The MK Moove all operator ticket introduced in July 2012, available in day, weekly and four-weekly formats. o All-in-1 MK Card discretionary day/period and carnet tickets. o Milton Keynes/Bletchley Plus Bus – allowing rail ticket holders to continue their journey using local buses. o ITSO on Mobile standard products.

 Work with the Council and all other operators to extend the application of the above to smart enabled solutions including Contactless and Pay As You Go payments – by June 2019. In addition, Arriva intends to roll-out its own Contactless ticketing solution within the same timescale.

 Provide 4 weeks’ notice of any intended fares changes to allow for timely updating of multi-operator ticket charges and associated publicity.

 Extend discounted fares offers – such as the £1 Hopper ticket between Milton Keynes Central station and the Shopping Centre – funding joint marketing of such products on a continuous basis wherever required.

Reliability

 Partners will share information on network disruptions and issues that delay buses, so as to trigger the provision of timely and relevant information to passengers.

 Bus drivers will be issued with suitable two-way communication tools that permit effective information exchange with control staff in the event of a breakdown, accident or other emergency.

 Monitor Punctuality and Reliability on a continuous basis against a route based target of 90% compliance from start of route and intermediate stops, sharing on-street survey and AVL data via the QBP to inform recommendations for short-term improvement actions and further pinch point analysis.

 Implement a Code of Conduct for Bletchley Bus Station and other key interchanges such as MKC Station Square.

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Customer service

 Drivers are professional, knowledgeable, helpful and respectful to all customers.

 Priority should be given to disabled passengers, in line with government legislation.

 Relevant information should be simply and clearly displayed on vehicles, such as bus fares, marketing, contact numbers and Arriva’s complaints procedure.

 MKC’s Passenger Transport team will work with Arriva and other operators in a constructive manner to resolve customer complaints.

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Agreement We hereby agree to enter into a Voluntary Partnership Agreement (VPA), in accordance with the Transport Act 2000, as amended by Section 46 of Local Transport Act 2008.

This Agreement shall be known henceforward as the Milton Keynes Quality Bus Partnership.

Party Name: Milton Keynes Council

Civic Centre, 1 Saxon Gate, Milton Keynes MK9 3EJ Signed:

Date:

Party Name: Arriva Midlands

Simon Finnie 4 Westmoreland Avenue, Arriva South Area Director , LE4 8PH

Signed:

Date:

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Annex 1: Joint QBP Investment

During 2018/19 Milton Keynes Council is investing as a minimum: 700k in new and upgraded infrastructure and technological solutions, prioritising designated Premium Routes where determined by the QBP through Premium Routes Action Planning.

2018-19 Capital scheme deliverables:

 New or improved bus stop infrastructure in CMK and on the wider Premium Routes network – including accessibility measures and new shelters (495k)  Upgrades to Bus Shelter Lighting (120k)  Low emission bus infrastructure (50k)  Passenger Information (25k)  Enhanced rail/bus/cycle interchanges on the Marston Vale Rail Line (10k)

2018-19 Revenue Support In addition, revenue support of 535k has been allocated for maintaining and developing infrastructure, services and systems.

 Bus stop and shelter infrastructure (205k)  Real Time Passenger Information (110k)  Customer information & publicity (60k)  Journey planning software (20k)  Smart ticketing solutions for commercial and concessionary tickets across the Council area (120k)  Bus Network review (20k)

During 2018/19 Arriva will invest as a minimum:

 Up to £1million in new vehicles and smart ticketing capabilities, alongside driver training and customer service improvements.

Funding contributions from 2019/20 onwards will be determined by each of the partner organisations, with collective agreement reached on joint investment plans via the RTPI Project Board.

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