Annual Performance 2011 ES.Indd

annual performance getting in touch East Scotland Stagecoach East Scotland May 2010 to April 2011 Offices 47-51 Evans Business Centre John Smith Business Park Kirkcaldy, KY2 6HD

[email protected] www.stagecoachbus.com

We have a dedicated helpdesk for customers with disabilities. Contact us on 01333 426038 for assistance or email [email protected] What do do if things go wrong KEY FACTS 2010/11 We do our best to meet your expectations, but occasionally 37 million passenger journeys things go wrong. If you feel we have failed you in some way were made on Stagecoach in Fife, Stagecoach in please tell us about it. Contact details are above. Perth and Stagecoach Strathtay services If you are unhappy with our response, this 27 million miles independent body will review complaints: operated across Fife, Perthshire, Dundee and Angus Bus Passengers Platform, Scottish Government, Area 1215 staff 2D Dockside, Victoria Quay, Edinburgh, EH6 6QQ working from the 11 depots that serve East Scotland 0131 244 5306 532 buses and coaches [email protected] 77% of which are fully accessible nationwide bus times £7 million investment in new vehicles 99% service reliability

94.9% service punctuality * Calls cost 10p per minute from BT landlines, charges from other providers or mobiles may vary.

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 1 113/06/20113/06/2011 009:30:409:30:40 annual performance getting in touch East Scotland Stagecoach East Scotland May 2010 to April 2011 Offices 47-51 Evans Business Centre John Smith Business Park Kirkcaldy, KY2 6HD

[email protected] www.stagecoachbus.com

94.9% service punctuality * Calls cost 10p per minute from BT landlines, charges from other providers or mobiles may vary.

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 1 113/06/20113/06/2011 009:30:409:30:40 confidence that their bus will turn up. We tickets can also be bought online for quick We received only one complaint for every 38,000 ANNUAL PERFORMANCE operated 99% of all scheduled journeys and easy payments. We increased fares with 0.1% failure due to internal reasons, once during the year by an average of 5%. passengers we carried last year. Stagecoach East Scotland provides local bus services in Fife, and 0.9% due to external reasons such This was to cover our increased costs of as congestion, diversions and due to the pay, fuel and insurance, and to provide for and Ninewells Hospital in Dundee. drivers have completed a safe and fuel- Perthshire, Dundee and Angus. Our aim is to provide safe, significant weather disruption faced in further investment in new vehicles, plant Alongside Fife Council, Stagecoach in Fife efficient driving course. Stagecoach Group late 2010. In the past year we operated a and equipment. recently invested in the Park and Ride has achieved the Carbon Trust Standard reliable, punctual, clean and comfortable services with a good total of 27.1 million miles over the year, a facility on the North side of the Forth for reducing energy consumption, and has decrease of 3% over the previous year. Road Bridge to improve the infrastructure, announced a challenging CO2 reduction value for money range of tickets and fares. Like all businesses, we have been affected customer satisfaction customer service and information provision programme for the next 5 years. by the national economic recession, but We carried a total of 37 million passengers at the site. After 10 years of its operation All our fleet runs on low sulphur diesel, have endeavoured to maintain services as the site now sees 20,000 passengers every with a high-tech additive Envirox to reduce This annual report covers the year from May 2010 to April 2011. over the year, despite our best efforts, far as possible. unfortunately we sometimes give cause for month using the bus services which serve pollution and improve fuel consumption. complaint. In the past year we received a the site. Vehicle engines must meet increasingly total of 972 passenger complaints about higher Euro standards of exhaust emissions. punctuality our services, a decrease of 38% over 66% of our fleet meets at least the Euro 3 Punctuality means ensuring that your bus the previous year. That equates to one standard. will turn up on time. We monitor our complaint per 38,000 passengers. We We recycle most of our waste, such as our staff services for punctuality and 94.9% of our comply with our industry code of practice, litter, used oils, filters, batteries, parts, etc. We are a major local employer with 926 services operated within 5 minutes of and every complaint is investigated and We also recycle the water we use to wash drivers, 187 engineers and cleaners and 102 their scheduled time, traffic congestion action taken to avoid repetition of the our vehicles every night. supervisors and managers all based locally. All being again the main reason for delay. problem. Stagecoach in Fife operates a carbon neutral our staff are fully trained in their respective We continue to seek improvements network on all services running between skills, with the emphasis on passenger safety, both through rescheduling services and Fife and Edinburgh. comfort and courtesy. in discussions with our local highway our achievements Our recently established green team, All our drivers have completed the first authorities. comprising of a selection of staff from various fully wheelchair accessible by 2016. We are We have agreed partnerships with Fife, stage of their Certificate of Professional disciplines and depots across the company well advanced with our fleet modernisation, Perth and Kinross, Dundee city and Angus Competence (CPC). We employ 9 are dedicated to reducing the carbon with 77% of our fleet (excluding school In the past year, Stagecoach in Perth, in engineering apprentices from within the footprint of the company by promoting buses) being low floor or wheelchair lift partnership with Perth and Kinross Council local community to provide skills for the “We operate a ﬂ eet of 532 buses and coaches, of green messages to staff and evaluating equipped to provide easy access for the and NHS Tayside won the ‘Improving future. All our staff have the benefit of our any possible changes to depot procedures elderly, disabled and buggies. Services Through Partnership’ award which we replaced 45 over the past year with a total which could help the environment. Group pensions scheme with employer for the project ‘the Hospital Link’ at the contributions. All our vehicles are inspected by our engineers at least every 3 weeks, and investment of £7 million.” Securing the Future Awards. Stagecoach maintained to much higher standards than in Fife was also highly commended for the the legal minimum to ensure safety and Shire Operator of the Year category at the our fleet UK Bus Awards in 2009. comfort. Every vehicle is cleaned daily. our fares Councils to work together to improve and We operate a fleet of 532 buses and coaches, invest in our local network of services. 45 of which we replaced over the past year We endeavour to provide value for money We have made some further improvements with a total investment of £7 million. All fares and ticket options. In addition our environment reliability to our standard single fares we offer to services over the past year including new buses are fitted with CCTV to ensure We used 4.1 million gallons of diesel last Reliability means ensuring that our unlimited travel period tickets. Details the introduction of a new cross boundary passenger and driver safety. year, at an average of 7.8 miles per gallon. We passengers can have a high degree of of our dayrider and megarider tickets are service linking two major hospital sites in are working to improve fuel consumption The Government requires all buses to be available online and some longer period East Scotland, Victoria Hospital in Kirkcaldy through technical measures, and all our

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 2 113/06/20113/06/2011 009:32:439:32:43 confidence that their bus will turn up. We tickets can also be bought online for quick We received only one complaint for every 38,000 ANNUAL PERFORMANCE operated 99% of all scheduled journeys and easy payments. We increased fares with 0.1% failure due to internal reasons, once during the year by an average of 5%. passengers we carried last year. Stagecoach East Scotland provides local bus services in Fife, and 0.9% due to external reasons such as This was to cover our increased costs of congestion, diversions and the significant pay, fuel and insurance, and to provide for and Ninewells Hospital in Dundee. drivers have completed a safe and fuel- Perthshire, Dundee and Angus. Our aim is to provide safe, weather disruption faced in late 2010. In further investment in new vehicles, plant Alongside Fife Council, Stagecoach in Fife efficient driving course. Stagecoach Group the past year we operated a total of 27.1 and equipment. recently invested in the Park and Ride has achieved the Carbon Trust Standard reliable, punctual, clean and comfortable services with a good million miles over the year, a decrease of facility on the North side of the Forth for reducing energy consumption, and has 3% from the previous year. Road Bridge to improve the infrastructure, announced a challenging CO2 reduction value for money range of tickets and fares. Like all businesses, we have been affected customer satisfaction customer service and information provision programme for the next 5 years. by the national economic recession, but We carried a total of 37 million passengers at the site. After 10 years of its operation All our fleet runs on low sulphur diesel, have endeavoured to maintain services as the site now sees 20,000 passengers every with a high-tech additive Envirox to reduce This annual report covers the year from May 2010 to April 2011. over the year. Despite our best efforts, far as possible. unfortunately we sometimes give cause for month using the bus services which serve pollution and improve fuel consumption. complaint. In the past year we received a the site. Vehicle engines must meet increasingly total of 972 passenger complaints about higher Euro standards of exhaust emissions. punctuality our services, a decrease of 38% over 66% of our fleet meets at least the Euro 3 Punctuality means ensuring that your bus the previous year. That equates to one standard. will turn up on time. We monitor our complaint per 38,000 passengers. We We recycle most of our waste, such as our staff services for punctuality and 94.9% of our comply with our industry code of practice, litter, used oils, filters, batteries, parts, etc. We are a major local employer with 926 services operated within 5 minutes of and every complaint is investigated and We also recycle the water we use to wash drivers, 187 engineers and cleaners and 102 their scheduled time, traffic congestion action taken to avoid repetition of the our vehicles every night. supervisors and managers all based locally. All being again the main reason for delay. problem. Stagecoach in Fife operates a carbon neutral our staff are fully trained in their respective We continue to seek improvements network on all services running between skills, with the emphasis on passenger safety, both through rescheduling services and Fife and Edinburgh. comfort and courtesy. in discussions with our local highway our achievements Our recently established green team, All our drivers have completed the first authorities. comprising of a selection of staff from various fully wheelchair accessible by 2016. We are We have agreed partnerships with Fife, stage of their Certificate of Professional disciplines and depots across the company well advanced with our fleet modernisation, Perth and Kinross, Dundee city and Angus Competence (CPC). We employ 9 are dedicated to reducing the carbon with 77% of our fleet (excluding school In the past year, Stagecoach in Perth, in engineering apprentices from within the footprint of the company by promoting buses) being low floor or wheelchair lift partnership with Perth and Kinross Council local community to provide skills for the “We operate a ﬂ eet of 532 buses and coaches, of green messages to staff and evaluating equipped to provide easy access for the and NHS Tayside won the ‘Improving future. All our staff have the benefit of our any possible changes to depot procedures elderly, disabled and buggies. Services Through Partnership’ award which we replaced 45 over the past year with a total which could help the environment. Group pensions scheme with employer for the project ‘the Hospital Link’ at the contributions. All our vehicles are inspected by our engineers at least every 3 weeks, and investment of £7 million.” Securing the Future Awards. Stagecoach maintained to much higher standards than in Fife was also highly commended for the the legal minimum to ensure safety and Shire Operator of the Year category at the our fleet UK Bus Awards in 2009. comfort. Every vehicle is cleaned daily. our fares Councils to work together to improve and We operate a fleet of 532 buses and coaches, invest in our local network of services. 45 of which we replaced over the past year We endeavour to provide value for money We have made some further improvements with a total investment of £7 million. All fares and ticket options. In addition our environment reliability to our standard single fares we offer to services over the past year including new buses are fitted with CCTV to ensure We used 4.1 million gallons of diesel last Reliability means ensuring that our unlimited travel period tickets. Details the introduction of a new cross boundary passenger and driver safety. year, at an average of 7.8 miles per gallon. We passengers can have a high degree of of our dayrider and megarider tickets are service linking two major hospital sites in are working to improve fuel consumption The Government requires all buses to be available online and some longer period East Scotland, Victoria Hospital in Kirkcaldy through technical measures, and all our

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 2 113/06/20113/06/2011 110:38:530:38:53 confidence that their bus will turn up. We tickets can also be bought online for quick We received only one complaint for every 38,000 ANNUAL PERFORMANCE operated 99% of all scheduled journeys and easy payments. We increased fares with 0.1% failure due to internal reasons, once during the year by an average of 5%. passengers we carried last year. Stagecoach East Scotland provides local bus services in Fife, and 0.9% due to external reasons such This was to cover our increased costs of as congestion, diversions and due to the pay, fuel and insurance, and to provide for and Ninewells Hospital in Dundee. drivers have completed a safe and fuel- Perthshire, Dundee and Angus. Our aim is to provide safe, significant weather disruption faced in further investment in new vehicles, plant Alongside Fife Council, Stagecoach in Fife efficient driving course. Stagecoach Group late 2010. In the past year we operated a and equipment. recently invested in the Park and Ride has achieved the Carbon Trust Standard reliable, punctual, clean and comfortable services with a good total of 27.1 million miles over the year, a facility on the North side of the Forth for reducing energy consumption, and has decrease of 3% over the previous year. Road Bridge to improve the infrastructure, announced a challenging CO2 reduction value for money range of tickets and fares. Like all businesses, we have been affected customer satisfaction customer service and information provision programme for the next 5 years. by the national economic recession, but We carried a total of 37 million passengers at the site. After 10 years of its operation All our fleet runs on low sulphur diesel, have endeavoured to maintain services as the site now sees 20,000 passengers every with a high-tech additive Envirox to reduce This annual report covers the year from May 2010 to April 2011. over the year, despite our best efforts, far as possible. unfortunately we sometimes give cause for month using the bus services which serve pollution and improve fuel consumption. complaint. In the past year we received a the site. Vehicle engines must meet increasingly total of 972 passenger complaints about higher Euro standards of exhaust emissions. punctuality our services, a decrease of 38% over 66% of our fleet meets at least the Euro 3 Punctuality means ensuring that your bus the previous year. That equates to one standard. will turn up on time. We monitor our complaint per 38,000 passengers. We We recycle most of our waste, such as our staff services for punctuality and 94.9% of our comply with our industry code of practice, litter, used oils, filters, batteries, parts, etc. We are a major local employer with 926 services operated within 5 minutes of and every complaint is investigated and We also recycle the water we use to wash drivers, 187 engineers and cleaners and 102 their scheduled time, traffic congestion action taken to avoid repetition of the our vehicles every night. supervisors and managers all based locally. All being again the main reason for delay. problem. Stagecoach in Fife operates a carbon neutral our staff are fully trained in their respective We continue to seek improvements network on all services running between skills, with the emphasis on passenger safety, both through rescheduling services and Fife and Edinburgh. comfort and courtesy. in discussions with our local highway our achievements Our recently established green team, All our drivers have completed the first authorities. comprising of a selection of staff from various fully wheelchair accessible by 2016. We are We have agreed partnerships with Fife, stage of their Certificate of Professional disciplines and depots across the company well advanced with our fleet modernisation, Perth and Kinross, Dundee city and Angus Competence (CPC). We employ 9 are dedicated to reducing the carbon with 77% of our fleet (excluding school In the past year, Stagecoach in Perth, in engineering apprentices from within the footprint of the company by promoting buses) being low floor or wheelchair lift partnership with Perth and Kinross Council local community to provide skills for the “We operate a ﬂ eet of 532 buses and coaches, of green messages to staff and evaluating equipped to provide easy access for the and NHS Tayside won the ‘Improving future. All our staff have the benefit of our any possible changes to depot procedures elderly, disabled and buggies. Services Through Partnership’ award which we replaced 45 over the past year with a total which could help the environment. Group pensions scheme with employer for the project ‘the Hospital Link’ at the contributions. All our vehicles are inspected by our engineers at least every 3 weeks, and investment of £7 million.” Securing the Future Awards. Stagecoach maintained to much higher standards than in Fife was also highly commended for the the legal minimum to ensure safety and Shire Operator of the Year category at the our fleet UK Bus Awards in 2009. comfort. Every vehicle is cleaned daily. our fares Councils to work together to improve and We operate a fleet of 532 buses and coaches, invest in our local network of services. 45 of which we replaced over the past year We endeavour to provide value for money We have made some further improvements with a total investment of £7 million. All fares and ticket options. In addition our environment reliability to our standard single fares we offer to services over the past year including new buses are fitted with CCTV to ensure We used 4.1 million gallons of diesel last Reliability means ensuring that our unlimited travel period tickets. Details the introduction of a new cross boundary passenger and driver safety. year, at an average of 7.8 miles per gallon. We passengers can have a high degree of of our dayrider and megarider tickets are service linking two major hospital sites in are working to improve fuel consumption The Government requires all buses to be available online and some longer period East Scotland, Victoria Hospital in Kirkcaldy through technical measures, and all our

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 2 113/06/20113/06/2011 009:32:439:32:43 annual performance getting in touch East Scotland Stagecoach East Scotland May 2010 to April 2011 Offices 47-51 Evans Business Centre John Smith Business Park Kirkcaldy, KY2 6HD

[email protected] www.stagecoachbus.com

94.9% service punctuality * Calls cost 10p per minute from BT landlines, charges from other providers or mobiles may vary.

AAnnualnnual pperformanceerformance 22011011 EES.inddS.indd 1 113/06/20113/06/2011 009:30:409:30:40