ON THE MOVE 2007/08 NEW OPPORTUNITIES, NEW PASSENGERS

Confederation of Passenger Transport UK Drury House 34-43 Russell Street London WC2B 5HA

Telephone: +44 020 7240 3131 Facsimile: +44 020 7240 6565

Email: [email protected] Website: www.cpt-uk.org 2 / 3

CPT

THE CONFEDERATION OF PASSENGER TRANSPORT CONTENTS (CPT) UK IS THE TRADE ASSOCIATION FOR BUS, COACH AND LIGHT RAIL.

CPT is recognised by Government CPT 2 as the voice of the bus, coach Minister’s Foreword 4 and light rail industries, CPT Foreword 6 guaranteeing its members an authoritative voice in policy- At a Glance 8 making forums on national and Surveying the Scene 10 international legislation, local Local Authorities 12 regulations, operational practices and engineering standards. Partnership 22

In addition to shaping the Environment 36 political landscape to the benefit Employment and Training 40 of its member operators, CPT Social Inclusion - Access all Areas 44 offers a portfolio of industry- Facts 48 focused services to minimise the legislative burdens placed on companies and enable them to concentrate on delivering the public transport excellence that maximises their profitability.

The CPT has produced this document ‘On The Move’ to highlight the good work in the UK bus industry and show what can be achieved through partnership between local authorities and bus operators. 4 / 5

MINISTER’S FOREWORD

ways we can work together to take greater control over local bus improve our bus services. services - with proper safeguards for operators. On the Move is an invaluable resource for everyone in the bus Within the pages of On the Move, industry. It is both a celebration readers will find a broad spectrum of the great strides taken by the of best practices from across the industry over the course of the UK, ranging from bus operator and year, as well as inspiration to local authority collaboration on Bus services are a vital part of our those who are looking for what will be the longest bus-only local transport system. Over four innovative ways to improve route in the world, to the Oxford billion bus journeys are made bus transport in their region. Tube commuter coach service each year - two thirds of all public It shows how successful which offers free email and transport journeys. Buses connect partnerships between operators internet access to its passengers. and local authorities can increase people to essential services, to On the Move is a true reflection patronage - something the jobs, to leisure, to friends and of the merits of our bus system in Government is keen to encourage. family. The bus industry is central the UK. But while we have come to improving public transport, That is why the Local Transport a long way, we can still do much reducing congestion and boosting Bill, introduced into Parliament in more. The examples contained in the whole economy. November 2007, would strengthen On the Move are testament to The past year has seen more the framework for voluntary and what can be achieved through and more people across the UK statutory partnership schemes, vision, partnership and creativity. allowing much more scope for opting to travel by bus instead of Rt Hon Rosie Winterton MP operators and local authorities by car. Both the bus industry and Minister for Transport government - national and local - to agree on frequencies, timings are investing in local bus services. and maximum fares - things that The result is better quality and matter a great deal to passengers. up-to-date vehicles, new The Bill recognises too that technology, better infrastructure, partnership will not work developing networks and better everywhere. It may sometimes training for staff. These are all be right for local authorities to 6 / 7

CPT FOREWORD

WE ARE NOW BEGINNING TO SEE THE BENEFITS which could permit multi-lateral satisfaction levels at all-time Bus operators can invest millions The Government recognises OF THE INTELLIGENT PASSENGER TRANSPORT arrangements between a local highs. in comfortable new buses with that effective partnerships are the catalyst to better STRATEGIES THAT BUS OPERATORS, LOCAL authority and more than one low-floors and reduced Great strides have already bus services. operator. emissions, as well as offering AUTHORITIES, PTES AND LIGHT RAIL PROVIDERS been made in many areas of attractive networks and high Local authorities recognise HAVE BEEN CREATING IN THE OPENING CHAPTERS For the second year in a row, the country to deliver these frequency services. However that effective partnerships OF THE 21ST CENTURY. national bus usage is on the rise. services, and it is no coincidence are the catalyst to better bus without a local authority In 2006, more than 4.72 billion that where strong partnerships services. Modern society demands a to resist complacency and to exist between operators, prepared to introduce bus priority bus journeys were made in the Bus operator experiences comprehensive, economically- continue to take advantage of the measures such as bus lanes, park UK. Commuters and leisure local authorities and other show that effective viable and structured yet flexible current climate. This is perhaps the and ride schemes and pleasant travellers now have more stakeholders, the results have partnerships are the catalyst public transport system, and over best opportunity we will ever have. bus stops and waiting areas, that confidence than ever before in the been the most rewarding. to better bus services. the past 12 months it is clear that The Government made its investment is unlikely to result in incredible progress has been quality of bus services when bus A year ago, we emphasised the The sector has improved over the priorities clear with the a marked shift towards bus made across the UK towards operators and local authorities crucial role strategic partnerships last decade. Now is the time to Department for Transport’s (DfT) usage. this vision. work in partnership. have to play in elevating the bus build on this and ensure that the Putting Passengers First paper – industry to the exacting demands Voluntary Bus Partnerships modal shift to buses accelerates Additionally, environmental A thriving bus industry is billed as ‘the most fundamental of the 21st century traveller; in and Statutory Bus Partnerships in the next year. campaigns are interwoven into an indicator of a burgeoning change in the operation of buses the following pages we invite you have shown that it is possible to the political tapestry. They are economy. All signs point to a Thank you for being a part of this for 20 years’ - which outlined its to read just how much of a ensure that ‘putting passengers in the national consciousness dynamic shift taking place in the exciting new era in our industry. proposals for a modern national difference these alliances make. first’ is not just a contrived and have gained increasing public transport sector, one which framework for bus services. ideal, but is a benchmark By Simon Posner, momentum with everyone places bus operators and local There is no one-size-fits-all Amongst the DfT’s proposals objective the public transport Chief Executive constantly encouraged to take solution, and we would not try to Confederation of Passenger are enhancements to existing authorities at the centre of a sector is committed to working responsibility for their own prescribe one. What we do want Transport UK partnerships that have proved bright and successful future together towards. carbon footprint. to foster is a working framework successful between bus in the UK. in which information, expertise With Government aiming to operators and local authorities. These signs are encouraging. and resource-sharing between provide a supportive political Statutory partnership schemes In places where intelligently- the various stakeholders in a framework, and public awareness underpin agreements on created services that offer given locality facilitates change of the necessity for a sustainable frequencies, timings and – where punctual, reliable and comfortable for the better. environmentally-responsible appropriate – maximum fares. solutions with competitive fares national transport agenda, it is Voluntary agreements would be have been introduced, bus usage every stakeholder’s responsibility monitored by a new legal test is on the increase with passenger 8 / 9

AT A GLANCE

THE UK BUS INDUSTRY CONTINUES TO EXCEED THE To this end, the bus industry SAFETY in making public transport a interchangeable between HIGH STANDARDS IT NOW IMPOSES ON ITSELF. agreed targets on the quality of Bus travel is the safest form of safer environment. operators offer just that. vehicles on the nation’s roads. By transport on our roads. That has FAIR FARES 2010, 50 per cent of all public never been in doubt. However, CPT MEMBERS HAVE Partnership works. Bus done to achieve growth across The free bus concessionary fares buses must be low-floor, passenger and employee DEMONSTRATED operators are seeing the benefit the whole of the country. policy implemented on 1 April facilitating ease of access to the confidence regarding their safety THEIR DEDICATION of the huge commitment they 2006 in England has benefited While last year was one of physically infirm and to parents on board has historically been a have made to improve their TO STRATEGIC consolidation following on from with young children – often the numerous bus passengers the fleets, and local authorities concern on certain routes. PARTNERSHIPS. dramatic increases in 2005, there key passengers to attract during length and breadth of the country. are enjoying a return on To emphasise that safety was still a rise of 4 per cent in the working day. There is still much more that we their innovative approaches measures have been at the The public will utilise the bus passenger journeys in England. can do to reinforce the advances to transport strategy. Accessibility of buses continues forefront of operators’ and local services their local operators of the past two years, and CPT The net result is renewed London’s unique circumstances to improve, with 58 per cent of authorities’ considerations when provide if the component mix of members have already consumer confidence exemplified and much-publicised transport the country’s fleet now running commissioning new vehicles, punctuality, reliability, comfort demonstrated their dedication by the modal shift to buses that strategy led to bus and light rail low-floor access vehicles. Many more measures have been and value is in place. by entering into strategic is occurring in cities, towns and patronage growth of 6 per cent; partnerships across the UK are introduced to offer improved partnerships. We are now better equipped than excluding the capital there was committed to achieving figures safety on board buses. By March rural areas the length and ever before to capitalise on this still a commendable 3 per cent closer to 100 per cent over the 2007, 45 per cent of the UK’s breadth of the UK. More people than ever before are attitude change with a portfolio rise nationwide. next three years. buses were fitted with CCTV, happy to consider leaving their of services and network PATRONAGE offering confidence in the The largest regional rise was in The average age of the UK’s buses car at home, confident in the infrastructures that justify The Department for Transport’s security of bus travel. In the east of England, where an now stands at a very commendable knowledge that they can travel as passengers’ new-found faith Public Service Agreement for Merseyside, DNA swab kits incredible 11 per cent increase in 8.1 years – down from 8.4 years 12 safely and independently as they in public transport. local public transport aims to have been introduced on routes bus and light rail journeys months ago. These improvements like on the nation’s buses – to increase the use of buses and to help identify offenders who patronage was reported. directly reflect the industry’s commute to business meetings or light rail by more than 12 per cent spit at staff or fellow passengers, commitment to improved reliability for personal leisure trips. by 2010 in comparison with levels MODERN VEHICLES making their impunity a thing – and with it customer satisfaction However, it is a discerning recorded in 2000. In the six years Bus transport needs to evolve to of the past. – but also its regard for the market; people want to get added to 2006-2007, although a be an all-inclusive solution offering value for money, multi-journey environment. Newer buses mean Other stakeholders include the patronage growth of 6 per cent people a safe and comfortable tickets, discounts for off-peak fewer emissions, making the case nation’s police forces. They are nationwide has been realised, option that takes them to their travel and tickets that are in favour of bus use all the more actively assisting our members there is still a lot of work to be chosen destinations quickly. viable at all levels. 10 / 11

SURVEYING THE SCENE

THE CPT COMMISSIONED INDEPENDENT TRANSPORT CAMBRIDGE UNITED By way of comparison, the investments have guaranteed increase since the autumn of RESEARCH CONSULTANCY TAS TO CONDUCT A Patronage has grown by an London rate of growth for its continued expansion. 2003 has been an unbelievable THOROUGH QUALITATIVE STUDY INTO THE the same period stands at 285 per cent. astonishing 77 per cent in The service frequency has been EFFECTIVENESS OF PARTNERSHIPS AND STRATEGIES Cambridge after Stagecoach 34 per cent. increased from 15 to 10 minutes, NEWCASTLE GETS A DESIGNED TO SPECIFICALLY GROW BUS PATRONAGE invested more than £4 million In the past 12 months, seven and it is now operated by 14 KICKSTART IN THE UK’S PUBLIC TRANSPORT BUS SECTOR. in 40 new low-floor vehicles in million passengers travelled on brand new low-floor buses. A partnership involving Kickstart 2001. This was complemented by the citi fleet of 52 buses; before Additionally, a sustained funding has seen a brand new a simplified network and fares marketing and branding The results confirmed that in • it is possible to stimulate the partnership began in 2001 express service in the Newcastle structure, ten-minute ‘turn-up- campaign – comprising press regions where operators and growth by investing the figure was 3.8 million. suburb of Kingston Park. and-go’ services, comprehensive local authorities develop significantly in individual advertisements and a leaflet marketing and improved WELSH WONDER distribution programme – has The X47 runs every ten minutes, cohesive transport strategies, route corridors supported communication with passengers. Last year, CPT identified the X24 reinforced public awareness using five low-floor single-deck bus usage and passenger by extensive marketing This has been boosted further from Blaenavon to Newport as of the X24. buses. More than 5,000 people confidence grows. campaigns now use the route each week, by a strong partnership with the fastest-growing bus route The combined effect is another Overwhelming evidence shows • growth can also be stimulated a significant achievement which Cambridgeshire County Council in Wales and the third-fastest year of growth in patronage, that more can be achieved at a network level as a result of and other local organisations in the whole of the UK. Operator with the number of passenger has also reduced the number through partnership than when low-cost measures reinforced and businesses, which includes Stagecoach has refused to dwell journeys up by around 30 per cent of cars on the road. organisations work in isolation. by targeted investment. the introduction of bus priority on its achievements, and further on last year. The overall patronage Operators’ business know-how, The following examples highlight measures and a strong expertise in product development the fastest-growing networks commitment to a network of and entrepreneurial spirit are and the tools they implemented park and ride facilities that are perfectly complemented by local to achieve their success. The among the best in the UK. authorities’ understanding of diversity of measures chosen This success of the citi network public assets management lends credence to the belief that demonstrates that commercial and infrastructure regulation. effective solutions have to be bus partnerships in a deregulated specific to their audience and Within these partnerships, the environment can deliver higher flexible in their application. research revealed two distinct passenger growth and better patterns for growth: The common theme is value for money to taxpayers straightforward: they are than other much-vaunted all successful. solutions. 12 / 13

LOCAL AUTHORITIES

LOCAL AUTHORITIES ARE UNIQUELY POSITIONED THE MEASURES be launching to companies as Partnerships, and has deserve. Whether Voluntary or TO DIRECTLY INFLUENCE THE SUCCESS OF PUBLIC We implemented our Park incentives to develop Travel wholeheartedly joined Statutory, partnerships deliver TRANSPORT IN THEIR AREAS OF JURISDICTION – and Ride scheme from George Plans. First offered its marketing our Bus Policy Group which on their promises. BOTH URBAN AND RURAL. Junction in Plymouth in late nous to help brand the Green comprises other bus operators, METROPOLITAN 2006. It utilises nine ultra-modern Travel Pass, and has changed the City Council’s Network They have the resources to opportunities with bus operators PARTNERSHIPS AT WORK Enviro 400 double-deckers. ticket prices to make them more Management Officers, Urban implement a range of traffic and other stakeholders. Where In metropolitan areas, with lower Plymouth City Council and First favourable to the commuter. Traffic Controllers and the management measures and bus this is the case, the results than average car ownership and both played an integral role in Public Transport team. priority schemes with the physical are emphatic. We have always cited the high population density, the vehicle specification with capacity to enforce them. delivery of punctual, reliable It is imperative that partnerships potential for bus usage growth is Alex Huke, Public Transport manufacturer ADL, who has services as being crucial to bring the stakeholders unlimited. However, congestion Bus lanes, quality bus corridors, Coordinator, Plymouth City since gone on to describe the satisfying customer demand responsible for public transport and poor traffic management priority traffic light arrangements Council, outlines how partnership bus as the ‘best in the world’. and facilitating the modal shift together to share information, systems have historically meant and park and ride schemes are with First Devon and Cornwall To communicate our new service towards bus usage that we resources and expertise. We unpredictable journey times, some of the constructive tools at has led to an incredible growth to our audience, the partnership aspire to. First Devon and anticipate further excellent deterring a huge number of the disposal of local authorities; of 31.8 per cent in passenger engaged the local and industry Cornwall has embraced support as we endeavour to passengers from using public and in some circumstances there figures on their buses: media in a targeted campaign. Plymouth City Council’s deliver the quality bus network transport. is also an argument for more ‘This has been a landmark year We enjoyed coverage on BBC Punctuality Improvement that the citizens of Plymouth punitive measures such as higher in Plymouth City Council’s Spotlight and widespread car parking charges in specific relations with First Devon and exposure in industry titles such locations. There is also the Cornwall following a number as Transport Times, Transit and legislation in place to issue of highly successful initiatives. Coach and Bus Week. proceedings against motorists The working relationship on caught deliberately entering bus First Devon and Cornwall has our projects has contributed to lanes. CCTV cameras installed on also been incredibly supportive in the astronomical boost in bus buses are already highlighting our drive to encourage significant patronage, improving perceptions offenders. modal shift away from single of and satisfaction with public occupancy car journeys. First Forward-thinking local authorities transport and generally is a partner – along with other approach passenger transport enhancing the reputation of operators in the area – in the solutions by actively seeking to buses and sustainable travel Green Travel Pass scheme, a embrace partnership in our region.’ discounted bus ticket we will 14 / 15

LOCAL AUTHORITIES

Statistics demonstrate that area. It means thinking beyond Hard work, innovative phasing, and improved bus Rider tickets to attract non-bus the campaign has yielded an attitudes are changing, with the traditional parameters of approaches to partnership, stops and waiting areas. users, route branding, local radio increase of 28 per cent. Bramhall metropolitan areas now devising public transport to identify perseverance and a firm resolve advertising and extensive in particular is an area of This enabled the partnership to cohesive public transport innovative measures that to succeed mean that milestones timetable displays at all bus considerable affluence, and the double the frequency of Service strategies with a common generate the growth we all have been passed and many stops along the route. service regeneration is aimed 378 between Stockport, Bramhall underlying core: partnership. want to see. It means engaging seemingly insurmountable at achieving modal shift and and Wilmslow to one bus every Where operators design and private sector employers in obstacles cast aside. CPT is THE FREQUENCY OF reducing congestion in the area. 15 minutes. implement commercially-viable business parks to participate proud of the endeavour and SERVICE 378 WAS The partnership approach has bus services and set prices, and in the creation of passenger resourcefulness its members Stagecoach used its marketing DOUBLED TO ONE BUS been instrumental, delivering local authorities procure socially transport networks that offer have displayed to make the experience to extensively EVERY 15 MINUTES. a package of enhancements to necessary services and provide employees reliable, convenient past 12 months one of promote the improved service, the service that has encouraged infrastructure support, the results and competitive alternatives immense achievement. with 12,000 leaflet drops in The aim is to increase bus passengers to leave their cars are clear: bus usage grows. to the car. residential areas along the patronage by 45 per cent over at home and use the bus. PARTNERSHIPS service route, discounted Day Partnerships work because A year ago, On the Move a three-year period, and already WORK BECAUSE organisations with shared previewed major conurbations identified by the Centre for ORGANISATIONS WITH objectives but different remits Transport Policy for the various SHARED OBJECTIVES combine for mutual benefit. Bus challenges they face in advancing BUT DIFFERENT operators and local authorities the use of the bus. Manchester, REMITS COMBINE FOR both stand to benefit from Leeds and Liverpool demanded MUTUAL BENEFIT. sustained growth in bus investment to tackle rising patronage, and in the examples congestion and journey times, that follow, they work with other GREATER MANCHESTER while Birmingham’s partners major stakeholders to coordinate were asked to address services Kickstart funding led to an public transport networks that that were in a downward spiral investment of more than give passengers the punctuality and deteriorating dramatically. £2 million from Stagecoach, and reliability they demand. Finally, Tyne and Wear’s Stockport Metropolitan Borough There is a clear need to develop stakeholders were invited to Council and GMPTE acquiring flexible toolkits of solutions to implement intelligent bus new low-floor buses, match the variety of needs priority measures to draw implementing bus priority peculiar to each metropolitan commuters back onto the buses. measures including traffic light 16 / 17

LOCAL AUTHORITIES

MANCHESTER CITY in bus punctuality for the route, MERSEYSIDE TYNE & WEAR process of initialising a new largest concentrations of CENTRE a marked shift. A substantial investment of The ‘Superoute’ partnership generation of inclusive partnership new employment in the area. Bluebird is now the operator £6.7 million by Arriva on new initiative, driven by Nexus, agreements which actively Go North East, Nexus and of Service 77 which links THERE HAS BEEN AN buses has contributed to an has been a major success engage every stakeholder at Sunderland Council liaise with Moston and Newton Heath 11.5 PER CENT RISE 8.3 per cent growth in bus story in the North East. each juncture in the creation major employers in the area IN CUSTOMERS ON to market the service. with Manchester city centre. patronage in south Liverpool. Go North East (GNE) has of 21st Century bus services. Since becoming the only service SERVICE 77. The introduction of 30 double- planned and developed its A similar arrangement in North provider on this route, Bluebird decker easy-access buses, and The partnership also works: core network to support THE COBALT CLIPPER IN Tyneside has seen the Cobalt has increased service frequency a similar number of single-decker Bluebird has bought eight new Nexus’ aspirations for an NORTH TYNESIDE Clipper enjoy exponential to one bus every twenty vehicles has boosted consumer low-level buses, while Greater overall transport corridor ENJOYED 39 PER CENT patronage growth of 39 per cent minutes, a move which has confidence. Manchester PTE in turn strategy. Stagecoach North PASSENGER GROWTH. in its first month of operation. assisted Manchester City committed funds to more shelters Arriva has pledged to spend £45 East and Arriva are partners Targeted marketing campaigns Council, and Greater focused on achieving the along the route to aid patronage. million on creating a complete Another rapid growth area has allied to an extension of the east- Manchester PTE, who share ‘Superoute’ objective. There has been an 11.5 per cent network of easy-access buses in been witnessed in Sunderland, west corridor have helped this responsibility for the route. rise in customers on the route. Merseyside by 2011 in return for Core service levels and quality with access to employment a collaboration between public Early on Bluebird identified bus priority measures for bus users. criteria – such as minimum key objective of the Tyne and transport providers and private traffic hot-spots which were frequency, vehicle standards, Wear Local Transport Plan. To sector employers to be such a hampering the punctuality and staff training, accessibility and that end, Sunderland Council, marked success in its infancy. efficiency of the service. The emission levels – are prescribed. Go North East and Nexus formed an alliance to create council was keen to work with Faith in partnerships is further the ‘Clipper’ service. its operator, and by altering the evidenced by its stated desire to timing of traffic lights, securing incorporate Newcastle’s entire The Clipper initiative was enforced parking restrictions and network in a Quality Bus launched in Sunderland in creating bus stop clearways at Partnership Scheme – with October 2006 with Kickstart stops in the centre of the city, statutory obligations agreed to funding to provide all-day, ensured that buses are able to by all contributing stakeholders 15-minute frequency links move more freely. with a passenger transport remit. from large areas of the city to Doxford International and In the last 12 months, there has GNE, Nexus and Gateshead the Enterprise Park, the two been a 22 per cent improvement Council are currently in the 18 / 19

LOCAL AUTHORITIES

WEST YORKSHIRE These investments were allied City of Leeds Council, the SOUTH YORKSHIRE measures include new buses the city’s bus network and In West Yorkshire the emphasis to City of Leeds Council’s pledge Passenger Transport Executive Sheffield’s transport stakeholders with reduced emissions, and infrastructure, and some has been on enhancing the to devote £1.6 million to highway and First have developed a have demonstrated their £3 million has already been decisions will have to be passenger experience and improvements, bus priorities, bus blueprint for cooperation that will willingness to implement spent on new vehicles to achieve mutually agreed by the operator, ambience on routes around lanes, upgrades and bus stop help the city benefit fully from its strategies tailored to specific the partnership’s ambitious local authority and passenger the region. regeneration. In addition the status as the UK’s fastest growing requirements with the nation’s patronage and partnership transport authority. Passenger Transport Executive’s economy outside London by first Statutory Quality Partnership targets. Other measures will In July, First Leeds completed its The results show that where input of £500,000 to real time having a high-quality, passenger- covering the north of the city. The reduce the great variation in conversion of a major east-west transport leaders collaborate to information and new shelters oriented public transport network. formal agreement between bus journey times caused by route across the city to operation offer a more customer-oriented guarantee that more is being operators Stagecoach and First, congestion at peak times. The by ftr, making use of low-floor MORE IS BEING DONE service, passenger levels rise. done by the major stakeholders South Yorkshire Passenger Statutory Quality Partnership articulated vehicles with air to work together to drive up bus BY STAKEHOLDERS Transport Executive and Sheffield scheme will encourage more conditioning, on-board route WHERE TRANSPORT patronage, with a 10% increase TO WORK TOGETHER City Council, focuses on people back into public information and entertainment. LEADERS COLLABORATE in passenger journeys since the AND DRIVE UP BUS improving the quality of service transport in the city by providing First is spending close to £6 TO OFFER A MORE full service went live. PATRONAGE. offered on key corridors in the passengers with a higher quality million on 17 ftr vehicles. CUSTOMER-ORIENTATED north of the city. Primary of service, improved reliability SERVICE, PASSENGER and better punctuality. LEVELS RISE. The Sheffield Bus Agreement, a Voluntary Quality Partnership, is set to revolutionise bus transport for millions of passengers in and around the South Yorkshire metropolitan hub. The £16.9 million agreement between First, South Yorkshire Passenger Transport Executive (SYPTE) and Sheffield City Council transcends the traditional boundaries of partnership. It will lead to the complete overhaul of 20 / 21

LOCAL AUTHORITIES

WEST MIDLANDS Luxury buses, modern shelters The PrimeLines Partnership One million people a day place and information systems all challenges stereotypes of bus their confidence in the bus contribute further. travel by radically improving the network provided by West operating framework in which Centro and Travel West Midlands Midlands’ public transport system. the bus network operates. have also teamed up with Dudley That represents more than 90 per Metropolitan Borough Council to The partnership can now cent of the region’s total public streamline three services influence conditions that directly transport journeys each day, a between Dudley and Merry Hill, affect their capacity to supply huge customer base to satisfy. with 15 per cent growth punctual and reliable services, by The challenge is not primarily indicating that the structured shaping highway design, traffic to ensure modal shift to buses, investment in vehicles, service management infrastructure but to maintain existing high frequency and branding has been and passenger facilities. The levels of bus usage in the region. an unqualified success. programme is due for completion The Voluntary Partnership in early 2008, but consistent Agreement signed by Centro and MORE THAN 90 PER growth has already been Travel West Midlands CENT OF THE REGION’S documented across the network. concentrates its efforts on PUBLIC TRANSPORT enhancements to six key routes JOURNEYS EACH DAY through Birmingham, Walsall ARE BY BUS. and West Bromwich. Faster and more frequent services Elsewhere, Coventry City Council are underpinned by a landmark has worked with Centro and statement of intent by the Travel West Midlands to members of the partnership: if orchestrate a £40 million punctuality levels are not met, traffic management overhaul. customers are entitled to refunds. 22 / 23

PARTNERSHIP

HAND IN HAND settlement surrounding the more than 50 per cent being the same journey, but have been Nearly 60 per cent of customers It is not just in metropolitan International Railway station at busways and 25 per cent priority enticed onto Fastrack by frequent rate the service as ‘excellent’, areas that partnership initiatives Ebbsfleet, will see this area lanes. Throughout the network services which offer reliable a further 35 per cent as ‘good’. traffic lights change to green travel times thanks to the are yielding year-on-year growth become a commercial and Fastrack’s Project Manager, David when a Fastrack bus approaches. priority measures in place. in bus patronage. residential centre for the whole George, comments: ‘This is a Thames Gateway. Fastrack is an Smaller conurbations and The partnership working has Customer satisfaction is a core great example of how partnership innovative, award-winning Bus rural areas are benefiting already produced spectacular component of Fastrack’s strategy. can really work, and in the Rapid Transit system designed to from improved public transport results. Kent County Council Arriva has 29 drivers dedicated process make public transport ensure that the transport needs (KCC) with the Department for to the Fastrack Route B service, attractive to people. The figures networks thanks to pioneering of this new community are met in Transport ‘kick-started’ delivery all of whom were chosen for show that people are prepared to schemes devised by operators a sustainable and cost effective of the busways and now private their fastidious approach to change their travel patterns and and local authorities. way. And it is being delivered sector developers are already their profession, pride in their leave their cars at home if a The dynamic shift in attitudes through one of the best examples building further sections. performance and high personal realistic, reliable alternative towards passenger transport of a public/private sector Arriva operates the Fastrack standards in customer service. is offered.’ has signalled a new era in partnership. Route B service for KCC and which operators, authorities and passenger numbers are already A network of bus ways and transport providers work in 50 per cent up on forecasts with priority lanes devoted solely for tandem to effect change rather more than 40,000 people now use by Fastrack buses and on than acting disparately to achieve using the services each week. which no other vehicles are their individual goals. This spirit permitted gives Fastrack the AROUND 20 PER CENT of togetherness is never more same level of priority that light OF FASTRACK ROUTE evident than in the case studies rail systems and trams enjoy. B’S PASSENGERS identified here. Crucially this impressive infrastructure gives the operator PREVIOUSLY USED KENT FASTRACK the freedom to deliver punctual THEIR CAR FOR THE Kent Thameside, part of the services unfettered by the issue SAME JOURNEY. Thames Gateway regeneration of congestion. area is being transformed. The creation of 50,000 jobs and Two Fastrack routes are already Customer research indicates that 30,000 new homes over the next in operation. Ultimately, a core around 20 per cent of this huge 20 to 30 years centred on a new network of 40km is planned, with total previously used their car for 24 / 25

PARTNERSHIP

PLYMOUTH Ride helping to reduce the LANCASHIRE Elsewhere, a partnership by Department for Transport, has PlusBus integrated bus/ rail tickets. Plymouth is the main urban area number of cars entering the city Lancashire United, based at Stagecoach and Lancashire helped turn around a previously Strong Network Chorley branding within the operating area of First centre, but the new engines are Blackburn, is a subsidiary of County Council has transformed a loss-making network of four and a joint marketing campaign Devon and Cornwall and an area reducing CO emissions, helping Transdev and has worked in declining town bus network into routes in Chorley. 2 by Stagecoach and the county of vital importance to the ongoing to improve the local environment. partnership with Lancashire a thriving public transport system. The £1 million investment under council attracted a massive success of the business. 2006 County Council (LCC) on Service The upgrade of the bus fleet IN LESS THAN A YEAR the Kickstart scheme saw the increase in passengers. In less has been a landmark year in X40 since October 2001. in Plymouth has brought the PASSENGER NUMBERS network’s seven buses replaced than a year, passenger numbers Plymouth City Council’s relations average age of the fleet down to By using the commercial skills SHOT UP BY NEARLY by a new 12-vehicle fleet of low- shot up by nearly 40 per cent and with First Devon and Cornwall 6.5 years, significantly below the of Lancashire United and the 40 PER CENT. floor accessible buses, the underlying trend was growth following a number of successful Department for Transport’s target support from LCC, it was possible supported by improved of nearly 30 per cent, even after joint initiatives. of eight years. 87 per cent of the to completely turn around the A joint investment by the bus frequencies and two brand new taking into account new journeys Between November 2005 and bus fleet in Plymouth is now low declining service. operator and the local authority, routes. Customers were also under the Government’s November 2006, passengers in floor, easy access. The partnership set out to attract backed up by funding from the able to take advantage of concessionary fares scheme. Plymouth have increased by 32 SUCCESSFUL JOINT new customers with the use of per cent, with 26 per cent a result INITIATIVES HAVE high profile, attractive double of people taking advantage of the BOOSTED BUS deck vehicles complete with eye- Government’s free travel scheme catching livery named “The PATRONAGE. for the over 60s. This reveals Lancashire Way”. Marketing ‘real’ passenger growth of The working relationship campaigns included 2 for 1 6.3 per cent. between First and Plymouth City offers, direct mailing to areas on Nine new double-decker buses Council on a number of highly the route offering free journey have been introduced in successful joint initiatives has vouchers and discounts for partnership with Plymouth City contributed to boosting bus schoolchildren. These initiatives were complemented by a Council on the city’s The George patronage, improving public “Lancashire Way” web site, and Park and Ride service. These satisfaction with public transport, have led to a 94 per cent increase buses are fitted with Euro IV and enhancing the image of in customers since 2001. In 2005, engines, one of the cleanest buses and sustainable travel the “Lancashire Way” was the diesel engines currently on the in Plymouth. second fastest growing bus market. Not only is the Park and service in the UK. 26 / 27

PARTNERSHIP

CREWE by the partnership between Arriva of five per cent has been the support of the Government and stakeholders to share common and Wrekin and Arriva Midlands The Department for Transport and Cheshire County Council. partnership approach advocated Cheshire County Council as we objectives. know that they have achieved has assisted Arriva and Cheshire by the various stakeholders. continue to enhance our network a truly integrated service, one Twelve buses have been The partnership between Arriva, County Council in facilitating bus in the region.’ which links two previously introduced on services between ‘In partnership with the council, Telford and Wrekin Borough priority measures and network disjointed locations together. Northwich, Winsford, Leighton we carried out a root and Neville Price, Cheshire County Council and Staffordshire County enhancements that have directly Hospital and Crewe. The new branch review of the bus services Council Chairman, stressed that Council is one of the leading ‘The railway station in particular resulted in tens of thousands of buses - offering easy access to in Cheshire,’ says Tom Balshaw, the partners share a long-term exponents of ‘joined-up’ thinking. has never been served by so extra journeys by bus in the wheelchair users and parents operations director for Arriva vision. ‘Over the next three years many buses as it is today, and North West. By introducing a new bus with pushchairs - were officially North West and Wales. ‘The we will see the real benefits of this has only been made possible interchange at Telford Railway The Government’s Kickstart unveiled by local MP Gwyneth result was a raft of improvements greatly enhanced bus travel due to the ‘joined-up’ thinking Station, serviced by fast and funding of nearly £1million Dunwoody, Chair of the House of to our offering, including between Northwich, Winsford and close working relationship reliable new buses, the paid in part for the investment Commons Transport Committee. increased frequency on the route and Crewe as we aim to attract that exists between the partners.’ partnership has opened up in new buses and congestion- to Leighton Hospital. It is a real more people away from the car The underlying catalyst to this part of the Midlands to easing strategies implemented boost for Arriva to have the and onto public transport. This ‘THE RAILWAY STATION increased passenger numbers customers willing to embrace partnership will continue to IN PARTICULAR HAS public transport. The fact that a investigate how it can maintain stunning 80 per cent growth in NEVER BEEN SERVED modal shift, and immediate passengers using the service to BY SO MANY BUSES AS actions include upgrading bus travel into the town centre bears IT IS TODAY, AND THIS stops along the route to provide testimony to this. HAS ONLY BEEN MADE high quality waiting POSSIBLE DUE TO THE environments.’ Councillor Charles Smith, ‘JOINED-UP’ THINKING Cabinet Member for Planning, TELFORD Development and Transport for AND CLOSE WORKING Seamless holistic public transport Telford and Wrekin Council is RELATIONSHIP THAT solutions are essential to tackle an advocate of solidly planned EXISTS BETWEEN THE the bottlenecks and tediously coherent partnerships. ‘Through PARTNERS.’ slow journey times caused by the implementation of congestion. Too often, commuters infrastructure and the provision become disillusioned with the of fast, frequent and reliable bus failure of passenger transport services, the Borough of Telford 28 / 29

PARTNERSHIP

THANET LOOP 18 low-floor buses to provide a in what is still one of the UK’s staff and passengers. Merseyside action against the offenders. THE INITIATIVE HAS A major partnership project new service every 10 minutes fastest-growing cities. Police, Merseytravel and Arriva ADDED AN EXTRA 48 Merseyside Police Chief to improve bus services in between Ramsgate, Margate have collaborated to introduce JOURNEYS ON THE Kevin Whiteside, Chief Highways Superintendent, Paul Forrester Thanet has seen the number of and Broadstairs. innovative new measures that and Transportation Engineer at said: ‘The formal introduction passengers increase by nearly LOOP NETWORK EVERY can lead to prosecutions against The Kickstart scheme was Milton Keynes Council explains of this scheme following its 60 per cent in just two years. DAY AND THE SERVICE people who assault their staff. supported by more than £550,000 the VQP: ‘Working in a Quality successful trial demonstrates IS NOW CARRYING The Thanet LOOP network was of public funding from central Partnership is absolutely crucial Merseyside Police and its NEARLY 68,500 WORKING IN A QUALITY introduced by Stagecoach in government and the local authority. in improving public transport, partners’ commitment to PASSENGERS A WEEK. PARTNERSHIP IS 2004 in partnership with the which is one of our key council tackling antisocial behaviour. Since the initial investment, ABSOLUTELY CRUCIAL Department for Transport and priorities. We are really pleased Stagecoach has spent around MILTON KEYNES IN IMPROVING PUBLIC ‘Those guilty of this crime are Kent County Council, and by to have signed this landmark £350,000 on a further four A Voluntary Quality Partnership TRANSPORT. a minority – but it affects the January 2005 was carrying agreement with Arriva as it accessible vehicles to meet between Arriva-owned Metro majority who use public transport around 43,500 passengers provides a strong framework the increased demand for MK and Milton Keynes Council in addition to intimidating the a week. within which we can constantly Following a successful trial bus travel following the aims to build on the foundations staff who provide a service to improve the services on our period, during which there was a Stagecoach invested more introduction of the Government’s laid and strong progress in the community. Spitting at public premier bus routes.’ 22 per cent reduction in reported than £1.6 million in a fleet of concessionary fares for over-60s. passenger transport networks transport staff will not be incidents of spitting offences, MERSEYSIDE tolerated and this initiative bus drivers, Revenue Protection sends out a firm message.’ While the successes contained in Inspectors and Travel Community these pages relate predominantly Support Officers in the region to improved reliability, punctuality will now be kitted out with and infrastructure, it is also DNA swab kits. imperative that contemporary passenger transport partnerships Any samples taken by staff focus on heightened security – who become the victims of which includes passenger and this socially-barbaric assault employee welfare. will be passed on to the police for analysis on the national DNA One of the more unsavoury database. Complemented by aspects of antisocial behaviour CCTV, it will afford the authorities can be attacks on public transport a better chance of securing 30 / 31

PARTNERSHIP

CAMBRIDGE LEICESTER The service is free to UHL staff Ruth Ward, UHL Travelwise to put the timetable and service and improve it further. Stagecoach and Cambridgeshire Partnerships don’t have to on production of their ID badge, Manager echoed Steve’s route together. More than 7,000 members of County Council are working be exclusively between bus while the general public can sentiments: ‘We have more than staff now regularly use the ‘Both partners worked long and closely to deliver services on operators and local authorities, travel on the service for a flat 12,000 members of staff at UHL service, which highlights just hard to brand the service so it is what will be the longest as demonstrated by the alliance fee of £1. but limited car parking facilities. how successful it has been.’ immediately recognisable as the bus-only route in the world. between First and the University For years we have been trying to UHL Hospital Hopper and also as Hospitals of Leicester (UHL) TEAMWORK REALLY get a hopper scheme between The 25km guided busway a First bus – some of our hospital NHS Trust. HAS BEEN A COMMON the three hospital sites. First was between Cambridge and St. Ives staff even posed in their uniforms THEME IN THIS chosen to help us make the idea is being built at a cost of The ‘Hospital Hopper’ service for photos which are adorned on SUCCESS STORY. a reality, and the partnership has £116 million. It will provide a runs between the city’s three each bus. been brilliant. We decided where high quality, reliable and frequent main hospitals – the Glenfield we wanted the buses to stop, Together with First we conduct public transport service along the Hospital, Leicester Royal Steve Zanker, commercial and which bus stops would have regular feedback sessions which A14 corridor, and from Cambridge Infirmary and the General director for First in the Midlands set timings, and First did the rest have allowed us to fine-tune the railway station to Addenbrooke’s Hospital. Four branded buses run is thrilled with the success of the Hospital and Trumpington the scheduled timetable every scheme: ‘We were delighted that Park & Ride. 30 minutes between 7am and our commitment to delivering 6.30pm each weekday. a better bus service was Stagecoach and two other recognised by the team at UHL. operators have committed to First and the NHS Trust worked From the beginning we have buy a new fleet of modern to develop a solution to combat worked very closely with UHL vehicles to service the route. escalating transport problems to ensure that the operation of All three operators are working faced by staff, patients and the Hospital Hopper exceeded with the local authority to devise visitors. Severe parking the requirements of the staff. flexible timetables, ticketing difficulties meant staff attending We use a team of dedicated and operational systems for meetings or appointments at drivers for the Hopper, and are the guided busway, which other hospitals were often late, pleased to say they are also will revolutionise public while patients and visitors using now considered part of the transport in Cambridgeshire. public transport previously had team at UHL. Teamwork really to change buses in the city centre, has been a common theme in an added stress for visitors. this success story.’ 32 / 33

PARTNERSHIP

BURNLEY/PENDLE requirement is 27 low-floor, easy FTR with where the vehicle actually OXFORD TUBE The vehicle is a radical departure Transdev’s Burnley and access vehicles – and that has One of the most successful should be. Traffic light priority The Oxford Tube commuter coach from traditional preconceptions Pendle subsidiary has intimate meant a £3.25 million outlay on examples of investment in measures are then immediately service offers free email and of what a bus should look like, experience of working in new single-decker buses. technology has been the First’s activated to ensure the service internet access as part of the with its front doors shifted to partnership, having participated exciting ftr scheme in York and keeps to the timetable. development of operator For its part, Lancashire County the right of the front wheels. in a formal Quality Partnership Leeds. Customers can also access attitudes to the passenger Council has refurbished all of the Telematics from ACIS provide with Lancashire County Council, this information from their experience – with astounding bus stops on the route, adding Different manufacturers GPS satellite technology, real- Burnley Borough Council and mobile phones to see where numbers of passengers signing new shelters, raised kerbs and have pooled their expertise to time passenger information Pendle Borough Council on its their service is. up for the three-month Wi-fi clearway orders. Branded facilitate a raft of technological displays on-board and at stops, trial period. Mainline branded services timetables were also advancements, all of which put complemented further by Finally, CitySpace Columns since 2001. More than 4,500 people made introduced at all stops. the passenger first. The ftr information for passengers are information points located use of the service on the fleet’s The main beneficiaries of the scheme was pioneered in York on the internet. around the city of York which Over four full years of 25 Neoplan Skyliners – and it has partnership are passengers using and comprises four key elements: display timetable information partnership, patronage has THE BUS OPERATOR now been made permanent by high frequency daytime services on ftr services, in addition to increased by 29 per cent; firm • the ftr vehicle by The Wright INVESTED IN NEW parent operator Stagecoach. between the main towns of an interactive display screen evidence of the efficacy of Group and Volvo VEHICLES AND THE Research has revealed that Colne, Nelson, Burnley and supplying a range of information well developed long-term COUNCIL HAS commuters who previously Padiham in East Lancashire. • real-time telematics by ACIS on places of interest, council transport strategies. travelled by train have now REFURBISHED BUS services and local maps. To make this possible, operator • the BLISS signalling system STOPS. shifted to the coach service. by City of York Council Burnley and Pendle has invested Leeds was the next city to Passengers use valuable work benefit from the vision of substantially in a fleet of new • Cityspace Smart Columns The Bus Location and Information time to commute into the heart ftr, and a fleet of 17 of vehicles. Mainline’s peak vehicle by Cityspace Sub-System (BLISS) is a high-tech of London, and Oxford Tube traffic light priority and tracking the futuristic vehicles has wanted to help its customers system that monitors the location seamlessly entered service to work remotely during of all ftr vehicles. Each ftr between Leeds and Pudsey. their journey. vehicle’s satellite tracking system COMMUTERS WHO reports back to a central PREVIOUSLY computer. In the event of a TRAVELLED BY TRAIN delay with the service running HAVE NOW SWITCHED late, it can then be compared TO OXFORD TUBE. 34 / 35

PARTNERSHIP

‘It puts Stagecoach and Oxford with a transatlantic first class Passengers wanting to know Conviction for repeated fare Trent Barton believes the faster passengers fumbling for change Tube at the forefront of offering flight than a UK bus journey – when their next service will evasion can lead to fines of boarding times realised by this as they board the bus. next generation on-board without the environmental arrive can text a bus stop-specific £120 and criminal records, technology will help reduce It can be topped up on the bus, services for coach customers,’ impact of air travel. code to the yournextbus number. and the early signs are that the fuel consumption and improve at the many PayPoint locations says Stagecoach chief executive The passenger then receives the new initiative is acting as a punctuality rates. Luxury leather seats, on-board through which a large percentage Brian Souter. ‘Many of our times of the next four buses suitable deterrent to would-be televisions capable of The pioneering trial was initiated of the population already pays its passengers are professionals departing from the stop. fare dodgers. broadcasting BBC News updates, in the summer on 18 buses, and utility bills, and at the Telford & and students who have given real-time information and local if its efficacy is as clear as Wrekin Council-run bus station. us really positive feedback LIAR LIAR TRENT BARTON city information, and CD players predicted, it will be implemented about the Wi-Fi service.’ Tyne & Wear Metro is utilising Trent Barton was one of High profile marketing – including ensure that passengers can sit on the operator’s 330-strong fleet. handheld computers to combat the first bus operators to trial the www.arrivacard.co.uk website The facility is provided by back and relax on their way ticket fraud. a smartcard ticketing system. TELFORD – gained widespread exposure Moovera Networks, whose into the city. own chief executive Jim Baker The hardware enables Metro Developed by German specialist Telford has a smartcard system for the trial, which enjoys 85 per also believes this service is a Plymouth City Council and ticket examiners to check firm INIT, the system means of its own, too, with the launch cent customer satisfaction. First have worked in alliance significant innovation: ‘With addresses, signatures and passengers can top-up their of ArrivaCard. Telford & Wrekin Council is the Oxford Tube Wi-Fi and to procure nine new Enviro the previous records of fare smartcard online or at Trent Developed in partnership with firmly behind the smartcard GPS tracking, Stagecoach 400 double-deckers built by cheaters on the spot. Barton’s offices. Their journeys Wayfarer Transit Systems, project. ‘The smartcard trial has pioneered a new class Alexander Dennis. Since the are logged by touching in and Metro operator Nexus spent Arriva’s card alleviates the proves that it helps speed up of in-vehicle communications. buses were put into service, out when boarding and alighting £30,000 on 25 Microsoft XDA time-consuming problem of bus users’ access to the vehicles. It’s a terrific way to further weekly passenger journeys the bus. units, and supported the launch A cashless system is more differentiate the service average more than 17,000. of the scheme with a promotional convenient and safer for staff from their competitors.’ WEST YORKSHIRE campaign. The handheld and public alike,’ says Sean FIRST DEVON AND The passenger transport network hardware can issue on-the-spot Kelly, the council’s cabinet CORNWALL AND in West Yorkshire is enjoying fines, but also access records member for Environment and PLYMOUTH CITY COUNCIL a communication revolution. of past offenders to see fare Regeneration. ‘I welcome this Passengers travelling on First’s The ‘yournextbus’ real-time evaders are giving accurate, scheme; it helps to ensure buses PR1 service connecting the information had already delivered honest information when arrive and depart as scheduled.’ George Junction Park and Ride its one-millionth text message they are caught. with Plymouth city centre now by February. enjoy comfort more in keeping 36 / 37

ENVIRONMENT

IF LESS PEOPLE USE THEIR CARS FOR JOURNEYS THAT Stagecoach locations in Scotland, MINEHEAD AND WEST Webber Bus is one such The company has found that in CAN BE MADE CHEAPLY AND IN COMFORT BY PUBLIC England and Wales. The system SOMERSET company. Operating from three addition to fulfilling its corporate TRANSPORT, IT WILL REDUCE THE CONGESTION ON uses ‘self-learning’ predictive It is not just the larger operators sites in West Somerset, Webber responsibility with regard to the OUR NATIONAL ROAD NETWORK. programming, coupled with who are striving hard to reduce Bus has a modern clean fleet environment, this policy is also temperature sensors to regulate their emissions; small family- of 40 vehicles. an excellent marketing tool, Lower congestion not only However, the fight to clean our and control energy consumption. run companies who don’t encouraging increasing numbers As it looks to expand its routes shortens journey times, but in a air and have less of an impact In addition to delivering on the have the resources enjoyed of the Somerset population to to bring the benefits of a wider broader perspective, serves the is not just about emissions from company’s promise to take a by some of their counterparts use the bus. passenger transport network to national drive to reduce carbon buses. Many operators have responsible approach to the are also demonstrating a local communities, it invests in emissions that are polluting our implemented business practice environment, the system has led tenacity when it comes to the Optare Solo bus with the air, ruining the environment and models that reduce the pollution to cost savings that reach six their own contribution to a Mercedes AdBlue additive to affecting our health. emanating from their depots figures nationally. healthier local environment. reduce the impact exhaust and management offices The renewed wave of investment ‘Tackling climate change is one fumes have. across the UK. made by operators in new fleets of the key priorities facing the of modern buses reaps a dual TACKLING CLIMATE global economy,’ says Les benefit in this context. The buses CHANGE Warneford, Stagecoach UK being produced by the world’s The national operator Stagecoach Bus Managing Director. ‘The leading manufacturers are now has cut emissions from many of introduction of this technology greener than ever before with its premises across the UK by an has delivered a significant lower emissions. Newer, more average of 36 per cent following reduction in our energy reliable and faster buses are the introduction of a hi-tech consumption and consequently better equipped to deliver more energy management system. emissions. As well as benefiting punctual services. Gas consumption at 80 depots the local environment, it means we can invest more in our public Consequently, more and more has been reduced, while CO2 transport services through the passengers will be inclined to emissions have been slashed savings we have made.’ revise their attitudes to public by 6,200 tonnes per year. transport and appreciate the Technology developed by convenience offered by an Manchester-based Vickers environmentally-friendly, fast Electronics is now in place at and comprehensive bus network. 38 / 39

ENVIRONMENT

NORTH WEST on a ‘per passenger journey’ Go-Ahead’s acquisition of other FIRST’S CLIMATE CHANGE purchase more efficient vehicles, More than 50 buses at an Arriva basis to make explicitly clear bus operators in the past year STRATEGY use alternative fuels and make depot in North West England the carrying capacity benefit brings these figures down due to First, the UK’s largest bus operator operational improvements have been fitted with Eco that public transport delivers many having older fleets once unveiled its comprehensive through driver training and Manager black box recorders over private car journeys. assimilated into the group. These climate change strategy in May. in-cab technology. to analyse data relating to new companies will enjoy First outlined ambitious targets to Sustainable transport has breakdown and acceleration investment in new vehicles that reduce the carbon dioxide been a fundamental concern forces and fuel consumption. The will bring them more into keeping emissions it generates by 25 per of Go-Ahead’s purchasing findings are expected to have a with the emissions levels of the cent throughout its UK bus policy for the last decade, as major impact on the amount of Go-Ahead group of companies operations by 2020. it constantly seeks to reduce CO released by each vehicle. as a whole. 2 its contribution to global Moir Lockhead, chief executive of If the trials are successful, Arriva environmental problems. Go-Ahead companies also FirstGroup plc said: "Reducing its intends to expand the scheme continue to use Ultra Low carbon footprint should be a key This strategy, allied to a retro- across the company. Sulphur (ULS) Diesel on their strategic aim for every fitting policy – where older buses standard fleets, which is known organisation. We have a Ultimately, Arriva hopes to are fitted with CRTs – across to reduce particulate emissions collective responsibility to leave develop a ‘best practice’ guide the group’s companies’ 3,600 by up to 40 per cent. Bio-diesel the planet in as good a shape as for its drivers, focusing on fuel vehicles, partnered with fuels and other alternatives are is possible for future generations. efficiency and the environment. comprehensive data analysis has being trialled – with bio-diesel A positive effect will be smoother enabled Go-Ahead to accurately "Public transport offers a real now standard across the bus fleet. rides for passengers. identify the reduction in its opportunity to significantly emissions on a ‘per passenger Hybrid buses using a combination reduce carbon dioxide emissions AWARD WINNERS journey basis’ since 1998: of a conventional diesel engine and we are doing our utmost to Go-Ahead is the proud recipient and an electric motor are also encourage motorists to consider • Carbon dioxide by 25 per cent of the Sustainable Transport being tested in parts of the public transport as a safe, Award at the 2007 National • Carbon monoxide by 80 per cent country to see if they offer the sustainable, reliable and cost Transport Awards in recognition • Nitrogen oxide by 45 per cent requisite levels of reliability to effective alternative to the car.” of its achievements. It thoroughly make them viable alternatives In order to meet the targets First researches its impact on the • Hydrocarbons by 82 per cent to traditional vehicles. environment, and has revealed will improve the fuel efficiency of • Particulates by 90 per cent its carbon footprint improvement existing vehicles, seek to 40 / 41

EMPLOYMENT AND TRAINING

THE BUS SECTOR IS JUSTIFIABLY PROUD OF ITS simulated accidents using old with the Department for experience with Stagecoach customer service managers and COMMITMENT TO EQUIP ITS 170,000-STRONG double-decker buses and cars Education and Skills (DfES) and Manchester. This is not to policy-makers of tomorrow. WORKFORCE WITH THE EDUCATION, VOCATIONAL at Luton and Watford garages. the Learning Skills Council (LSC) the detriment of their study Applicant levels for roles with SKILLS AND QUALIFICATIONS THAT CONTINUE in the creation of a two-year towards national curriculum Fire crews then attended the Stagecoach North East have risen TO DRIVE THE INDUSTRY FORWARDS. Young Apprenticeship programme. qualifications, but is intended ‘scene’ to perform a real-time by a staggering 400 per cent after to provide access to vocationally- rescue before Arriva’s on-looking Within the scheme, 14 to 16-year a sustained promotional drive specific subjects. Personal and professional ARRIVA – ROAD RISK drivers, who were asked to study olds will be given the chance to aimed at recruiting and retaining development plans are core MANAGER OF THE YEAR and reflect on the experience. sample life in the industry while The initiative creates positive quality people to drive the elements of attracting and Arriva challenges its staff to play they complete their schooling. It alliances with local educational operator’s buses. Since the campaign, accidents keeping diligent, loyal staff. a participatory role in helping to will give many young people the and training institutes, and at the Employees who feel valued attributable to driver error have All managers involved in the develop new training first-hand experience of real work same time offers young people and can see a clear career fallen by a credible 30 per cent. recruitment process undertook programmes and ideas. Safety is that can help to influence their places on a rewarding and path ahead of them – and the special training, while a a watchword in the industry, and Jon deflected attention away future career path. intelligently thought-out training opportunity to progress within standardised, structured the operator encourages its from his personal input, instead scheme. This enables Stagecoach the industry – will perform In one template, pupils divide interview technique was employees to create initiatives preferring to praise the team to invest in its future by nurturing better and play a pivotal role their time between school, applied across the region. that make the industry a safer approach: ‘Safety of passengers some of the engineers, drivers, in the sector’s own ambitious practical training and work environment for employees and employees is the number development. and passengers. one priority at Arriva. Everyone CPT members have applied a takes this very seriously, and we Jon Sweet has risen to the raft of employment and training continue to investigate new ways challenge, and the 2006 Road initiatives to maximise the output of working together to improve Risk Manager of the Year Award of all their staff, from drivers to our already impressive road bears testimony to his lateral office managers. Comprehensive safety record.’ thinking that has improved Arriva training programmes not only the Shires and Essex’s already furnish the industry’s key assets DEPARTMENT FOR high standards. – its people – with the skills base EDUCATION AND SKILLS to tackle the challenges of an Jon devised a campaign to The re-emergence of expanding passenger transport optimise driver awareness of the apprenticeship schemes is network, but also harness the inherent need for a culture of something that can benefit the talents of the people who can road safety at all times. As part industry in the future. Stagecoach effect change in the future. of his winning project, he is working in close partnership 42 / 43

EMPLOYMENT AND TRAINING

The emphasis was firmly on BLAZEFIELD health and fitness of employees, National Lifelong Learning vocational learning opportunities securing bus drivers whose Transdev-owned Blazefield and therefore reduce Agreement in 2006 to further – everything ranging from passion extends beyond driving Holdings is enjoying the rewards absenteeism through sickness. develop, encourage and support a language skills to computer to customer service – Stagecoach of a more thorough recruitment culture of learning and continued literacy. Blood pressure problems have insists on friendly, informed process on several of its personal development throughout been identified at an early Just one year into the agreement, drivers as the face of the company. subsidiaries. Keighley & District the operator’s workforce. stage of onset, while eyesight driver turnover has been reduced Travel, Harrogate & District Once the procedures had been screenings and respiratory checks There is now a 40-strong network by four per cent, representing Travel, Yorkshire Coastliner, formalised, a comprehensive now feature in an individual’s of Learning Centres, each of a £2.8 million recruitment cost Burnley & Pendle Travel and advertising campaign ensued, annual health examination. which gives new or additional saving that can be redirected to Lancashire United now all with on-board adverts and access to vocational and non- improve First’s operations further. use the Criminal Records The OHS will now be rolled out strategically-placed community Bureau (CRB) checks for all across the Yorkshire depots in the marketing posters commissioned frontline staff. next phase of its introduction. to attract potential candidates. The more stringent selection TRAINING AND WEBBER BUS process has improved the RETENTION Mentioned earlier for its pro- companies’ profiles, as now The cost of recruiting, inducting active approach to environmental 100 per cent of employees and training one driver is around issues – Webber is pushing have obtained enhanced CRB £3,500. This figure makes it its 40 staff to progress with status, while potential new essential that driver turnover vocational training wherever recruits have to satisfy stringent is kept as low as possible to possible. All of its 40 drivers checks during the application prevent money seeping out are studying NVQ Level 2, and evaluation stages. of the industry. with the company happy to accept the associated cost In a separate experiment, First and the Transport and in return for the higher staff frontline staff at the Harrogate General Workers’ Union have retention, reduced accidents & District operator have been tackled this head-on with the UK and fuel consumption that participating in a three-year Learning Centres & Skills for Life have so far all resulted from a Occupational Health Scheme programme. They signed the first more industry-aware workforce. (OHS) designed to improve the 44 / 45

SOCIAL INCLUSION – ACCESS ALL AREAS

THE BUS IS AN INTEGRAL PART OF THE SOCIAL One of the key findings has been STOCKTON They were placed in residential church was also contacted to FABRIC OF COMMUNITIES ACROSS THE WORLD. the revelation that 91 per cent of Stagecoach in Teeside believes houses before continuing their offer faith-based support if passengers were impressed social inclusion measures should driving training schedule at the the drivers wanted it. with drivers’ appearance and local depot. It takes people to work, to visit AND OUR SURVEY SAYS… not just be cosmetic. It has customer-friendly nature – with introduced a series of measures relatives, to shopping centres, Passengers’ opinions are more Intensive English Language comparisons likening them to to ensure that 10 new Polish to train stations, to football insightful than any training courses were organised – premier airline service staff. drivers are made to feel at home matches, to concerts and manual could aspire to be; these included local dialect and accent in their new job and within the historic landmarks. are the people whose lives are Arriva’s managing director for UK listening sessions – and the local community. affected by the bus services regions, Mike Cooper, stresses drivers also participated in the CPT members have firm policies which serve their community. that the value of the survey depot mentoring system, in place to ensure buses are a After completing comprehensive cannot be understated. ‘This training, medical tests and allowing them to get to know safe, comfortable and inclusive Arriva is eager to harness this survey is the biggest of its kind rigorous interviews, the drivers their colleagues on a one-to-one mode of transport that continues valuable input from the most in the UK and is a vital tool in joined Stagecoach in Stockton. basis. A Polish-speaking Catholic to be the heartbeat of thriving important stakeholder in the ensuring the customers get the communities. passenger transport system, services they want. The results annually undertaking an Bus operators now encourage show that our employees’ hard independent national survey that community action, engaging work and our investment in new examines the whole journey the people who use their buses is paying off. experience of 19,000 passengers. services to play an active role ‘It underpins our Arrivaluation in shaping the service they The research results are collated project which reviews networks, want and need. This has led to into the training programme for pricing strategies and new a host of customer demands Arriva’s drivers – and also to technology implementations being incorporated into policy, evaluate the impact of the to deliver profitable passenger such as integrated ticketing company’s extensive investment growth. We are also committed options that open up public programme of the last year, to to working with other partners transport without the determine whether its £34 million such as local authorities and the need for multiple tickets outlay has had the desired effect highway authorities to ensure with different operators. on customer perceptions. that passengers continue to get the services they deserve.’ 46 / 47

SOCIAL INCLUSION – ACCESS ALL AREAS

WARRINGTON SALTWELL AND BENSHAM questionnaire and liaison Community ownership is Inner-urban social inclusion with community leaders and paramount to Network needs are being addressed the police on personal security Warrington, the re-branded by Go North East in its issues and access considerations. network of local bus services partnership with local LIVERPOOL under the jurisdiction of communities in Bensham and Arriva joined forces with Warrington Borough Transport. Saltwell Park. Surveys identified Everton Football Club and fare issues and direct access to The network has produced Liverpool City Council to raise Central Newcastle as the two publicity material to awareness among schoolchildren primary issues deterring people communicate the benefits of the benefits of healthy eating from using buses in the region. of local buses to the town. It and an active lifestyle. emphasises that social inclusion Fares were reduced with a Arriva donated the bus, which is a prerequisite of a successful new maximum fare of £1 and was fully refurbished using public transport system. additional resources were added state-of-the-art computer to provide a new direct link every Network Warrington provides technology and it visited every 10 minutes via Redheugh Bridge. links to employment sites for primary school in Liverpool as Extensive promotion of the new non-car users, uses easy-access part of a national curriculum travel opportunities was then buses with wheelchair-friendly healthy lifestyle education undertaken as part of a new facilities to genuinely include programme. The Healthy School strategy of localised route everyone in society. Bus visited more than 8,000 branding. Concessionary fare schemes primary school children in its such as free off-peak travel More recently, the needs of first year. for the over-60s ensure that the Orthodox Jewish community senior citizens are still able (the largest concentration of to contribute to the growth this ethnic minority outside of of the town and enjoy its London) has been addressed new-found affluence. through a community 48 / 49

FACTS

Fig. 1 Fig. 3 Passenger Journeys on Public Transport Vehicles 1995/96-2005/06 Supports and Grants to Local Bus Services 1995/96-2004/05 Source: Department for Transport Source: Department for Transport Payments by Passengers 6000 3000 Public Transport Support(1) 5000 2500 Concessionary Fare Reimbursement(2) 4000 2000 Bus Service Operators Grant 3000 1500 (1) Including London (2) 2000 Light Rail, Other Rail £m at 2005/06 prices 1000 Includes small amounts for rail and ferry & Metros concessionaty fares 1000 500 Millions of Passenger Journeys National Rail Network

Local Bus Service 0 0 Year Year 95/96 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 95/96 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05

Distance Travelled by Public Transport: 1996-2005 Fig. 2 Employee Jobs in Transport Industries: 1996-2005 Fig. 4 Source: Department for Transport Source: Department for Transport

100 180

90 160

80 140 120 70 100

60 80 Bus and Coach National Rail, 60 Railways 50 Urban Metros and 40 UK Airlines Modern Trams (worldwide) Number of Employees (thousands) 40 20 Billions of Passenger Kilometers Buses and Coaches 0 30 Year Year 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 50 / 51

FACTS

Fig. 5 Fig. 7 Local Bus Services by Area (Vehicle Kilometres) 1996/97-2005/06 Passenger Receipts by Area Source: Department for Transport Source: Department for Transport 2500 3400

2000 2900

2400 1500

1900 1000 English Other Areas English Other Areas English 1400 English Metropolitan Areas 500 £m at current prices Metropolitan Areas Millions of Vehicle Kilometres Millions of Vehicle London 900 London

0 Year 400 Year 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 95/96 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05

Fig. 6 Fig. 8 Local Bus Services UK (Vehicle Kilometres)1996/97-2005/06 Passenger Receipts UK Source: Department for Transport Source: Department for Transport

3000 3500

3000 2500

2500 2000 2000 1500 Wales 1500 Wales

1000 Scotland

Scotland £m at Current Prices 1000 Millions of Vehicle Kilometres Millions of Vehicle England England 500 500

0 Year 0 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 95/96 96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 Year 52 / 53

FACTS

Trips per Person per Year by Main Mode(1) and Purpose: 2006(2) Fig. 9 Number of Fatalities per Billion Passenger Km 2004 Fig. 11 Source: Department for Transport Source: Department for Transport. Road Casualties Great Britain 2005

20 (1) Main mode is that used for the longest part of the trip 105 18 (2) All figures are based on weighted data and therefore 100 16 differ from previously published figures which were based on 14 unweighted data 75 12 Commuting/Business 10 Education/ 50 8 Escort Education 35 37 Number of Trips 6 Shopping Other 25 4 2 Personal Business 3 0.4 0.2 0 0 Leisure Local Bus Surface Rail/Underground Bus & Coach Car Motor cycle Pedal cycle Walking Rail

Fig. 10 Fig. 12 Trips Distance per Person per Year by Main Mode(1) and Purpose: 2006(2) Number of Serious Injuries per Billion Passenger Km 2004 Source: Department for Transport Source: Department for Transport. Road Casualties Great Britain 2005 (1) Main mode is that used for Rail data not produced on a comparable basis 300 the longest part of the trip (2) All figures are based on weighted data and therefore 250 differ from previously published figures which were based on 1500 unweighted data 200 1089 Commuting/Business 1000 150 Education/ Escort Education 562 100 Shopping 500 Other 372 Trip Distances (Miles) Trip 50 Personal Business 9 23 Leisure 0 0 Bus & Coach Car Motor cycle Pedal cycle Walking Local Bus Surface Rail/Underground 54 / 55

FACTS

Fig. 13 Visits to the United Kingdom Source: Department for Transport

40

35 Other 30 (including foot passengers, 25 passengers with unknown 20 vehicle type) With Coach

Thousands of Visitors 15 With Car 10 (including motorcycles 5 and scooters)

0 Air Year 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005

Fig. 14 Visits Abroad by United Kingdom Residents Source: Department for Transport

80

70 Other (including foot 60 passengers, passengers 50 with unknown vehicle type) 40 With Coach 30 With Car (including 20 motorcycles 10 and scooters)

Thousands of Visitors Air 0 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 Year