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Annual Performance FOLD IN - 3MM SHORT BACK COVER FRONT COVER Key NORTH EAST Facts Customer services Monday to Friday 9.00am until 5.00pm 0191 566 0231 @stagecoachNE [email protected] over 63 million stagecoachbus.com passenger journeys were made on Stagecoach or write to North East buses Customer Services, Stagecoach North East Wheatsheaf, Sunderland, SR5 1AQ 21 million Disability helpdesk miles operated Monday to Friday 9.00am until 4.30pm across the North East 0191 566 0248 (TypeTalk enabled) [email protected] Fax: 0191 566 0230 99.65% reliability and 94% punctuality Bus Appeals Body on services throughout the If you are unhappy with our response you may contact the Bus Appeals Body North East 0300 111 0001 [email protected] 471 bususers.org buses across Newcastle, Sunderland, South Shields, or write to Hartlepool and Teesside BAB c/o Bus Users UK, PO Box 119 Shepperton, TW17 8UX Annual National bus times 1422 * staff employed across Performance six Stagecoach North East depots *Calls cost 12p per minute plus your phone company’s access charge. North East May 2014-April 2015 £7 million Printed on recycled paper. investment in new buses Please recycle this leaflet after use. All details correct at the time of going to print, June 2015. NE069 - Annual Performance V5.indd 1-3 26/06/2015 16:17:17 Our company achieved the Gold badge for consistently As well as increasing the size of our gas bus Christmas, Green Santa visits schools to award maintaining the Fleet Elite driving standard for fleet to 40, passengers travelling around environmentally friendly prizes and community Stagecoach North East provides local three consecutive years. Stockton and Middlesbrough are now able to groups are given the opportunity to apply for bus services in Newcastle, South Shields, board the new ADL Enviro 300 buses, which eco grants. Sunderland, Hartlepool and Teesside. Our aim We are active in getting more young people have the latest environmentally friendly diesel is to provide safe, reliable and comfortable into our company through the Stagecoach engines. Additionally, staff at the depots are encouraged services with great value ticket offerings. Apprenticeship Scheme, and currently employ to reduce, reuse, recycle and even cycle, all 13 engineering apprentices from within the local Investment in new technology, that helps us year round, with hundreds of employees We are based locally at our head office in community. better manage our operations and provide signed up to the company’s cycle to work Sunderland and are a subsidiary of Stagecoach more up-to-date travel information, is on-going scheme. Group Plc. This report covers our activities over Many of our employees have shown impressive Our services An independent customer satisfaction survey and customers will begin to see significant the year up to the end of April 2015. commitment and loyalty to Stagecoach and by Passenger Focus, published in March 2015, improvements in 2015 /16. Our community the bus industry in general. Each year we hold We operated over 21 million miles over the last showed that bus users in the North East are We are a major employer in the local Long Service Awards and, in 2014/15, 87 of our year, on 2.2 million journeys. Our key measure some of the most satisfied in the UK, with More and more customers are already taking community and enable thousands of people to Our people North East team achieved milestones between of performance is the reliability and punctuality Stagecoach rated highly for value for money advantage of the free Wi-Fi on many buses, go about their daily activities. We work with 20 and 50 years service with us. of our journeys. and by people with disabilities. However, we to get access to all the latest online news and We are a major employer in the local economy, many local organisations to improve transport with 1,422 staff, of whom 1,110 are drivers, 192 continue to strive to do better and welcome views while commuting across the region. In the past year, we operated 99.65% of access and information. are engineers and 120 are administration and Our buses feedback from our customers. our scheduled services and, of the 0.35% of At the same time, young people and the managerial staff. The majority of our employees We operate a fleet of 471 buses and have The North East team is tireless in its dedication scheduled journeys that we did not operate, In January 2015, following the introduction of unemployed continue to benefit from our live within the local communities in which our invested millions in new buses for local areas to supporting local communities. Through 0.04% was due to factors within our control, the fleet of gas buses, we surveyed members industry-leading discount travel schemes; ‘VIP’ buses operate. In the 2014 UK Bus Awards, over the last couple of years, all of which are campaigns like Green Santa, Catch the Bus such as driver and vehicle allocation, and of the public who use them. With customer for under 19s and ‘Back on Board’ for job Stagecoach North East was a finalist in the Top fully accessible and meet the latest Euro Week, Green Week and National Customer 0.3% was due to factors out of our control satisfaction high on the list, 93 percent of seekers. City Operator category, which is testament to emission standards. Service Week, we’ve given away goody bags, such as bad weather, road closures and traffic passengers who responded to the survey said the hard work and dedication of this local team. free travel vouchers and grants to local schools, congestion. that the gas bus offered a ‘smoother, more Our environment In the last year, we have introduced 48 brand individuals and groups. Over the past year, we have recruited and comfortable ride’, while 94 percent agreed new buses into our fleet, including 23 gas buses We monitor our services for punctuality and, We are making some real progress in trained 155 new staff. Our drivers also attend that the bus was ‘quieter, with much less engine in Sunderland. The gas buses are a further in the past year, we monitored 6.9% of all becoming a greener, smarter bus company; We also support our employees, through certified classroom courses during the year to noise’. extension of our green agenda, as they provide scheduled journeys. Despite an unprecedented not just on the road but in our depots, both funding and practical help, in the many maintain their Driver Qualification Card, which a cleaner, greener ride due to lower carbon workshops, offices, canteens, kitchens, toilets… and varied ways they fundraise across the number of road work schemes across the We have an established Twitter account requires them to maintain and improve their emissions and help to deliver a better living everywhere! region. Our depot teams regularly take part region, of these, 94.1% operated within 5 providing regular service updates from our skills through regular training updates. environment for local people. With the earlier in sporting events, quizzes and collections to minutes of their scheduled time. We continue to depot teams and also a contact point for introduction of 17 gas buses, this brings the New types of fuels and fuel additives are raise money for local charities and community seek improvements both through rescheduling enquiries and comments. We also have a central We also work with drivers continuously to total to 40 at the Wearside depot. being tested across the UK and this includes a projects. services and in discussions with our local highway customer communications team to maintain and improve driving skills and use a monitoring fleet of 40 gas buses in Sunderland, a first for authorities. improve customer services through social media, system on the buses called GreenRoad. Using There were also 25 single deck buses Stagecoach. The rest of our buses in the north Once again, bus drivers from across the six telephone, email and web based channels. a traffic-light LED system on the dashboard, introduced into the fleet serving the Tees Our passengers east, now run on B30 diesel, which blends 30% north east depots raised thousands for charity GreenRoad gives drivers instant feedback Valley area, on routes connecting Hartlepool, biodiesel with normal diesel, reducing harmful by spreading some Christmas cheer as they on their driving manoeuvres, encouraging Billingham, Stockton and Middlesbrough. Our customers made a total of over 63 million New investment exhaust emissions. drove their buses dressed as Father Christmas smoother, safer, and more fuel-efficient driving. journeys on our buses through the year. In In the last year, we invested £7 million in 48 new and his festive friends. Passengers showed A total of 116 buses in the North East are the same period, we received a total of 2,472 buses for Stockton and Sunderland. We’ve also During Stagecoach Green Week, North East generosity in their thousands and we were able In the last year, 272 drivers (25%) received fitted with free WiFi for the convenience of our complaints, equivalent to one complaint for continued to invest heavily in training and the depots get heavily involved with schools events, to donate £19,315 to local charities. Fleet Elite awards for their exceptional driving customers and more will follow during 2015/16. every 27,702 passenger journeys. development of our staff. recycling and energy saving competitions. At standards. An impressive 130 of these drivers NE069 - Annual Performance V5.indd 4-6 26/06/2015 16:17:18.
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