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Annual-Performance-Report-North-East.Pdf FINAL_2014Report_Outer.pdf 1 24/07/2014 13:49:44 C M Y CM MY CY CMY K FINAL_2014Report_Outer.pdf 1 24/07/2014 13:49:44 C M Y CM MY CY CMY K We operated 99.8% of our scheduled bus services North East we have our own regional Ready, Steady Green with 94.7% of buses arriving on time. initiative to ensure we’re making measurable reductions in energy consumption. As a result, we’re leading the way on depot energy saving ideas, with internal competitions and switch off days resulting in 16.95% improvement in building Co2 emissions. Depots are also focusing on recycling and Newcastle depots have introduced compost bins, which are our buses our customers then used to feed plants around their sites. We operate a fleet of 473 buses and have invested millions Our customers made a total of 69.4 million journeys on our We’ve made a huge investment in trialling new, greener in new buses for local areas over the last couple of years, all buses through the year. In the same period, we received a solutions, such as gas buses in Sunderland and hybrid buses of which are fully accessible and meet the latest Euro total of 2,134 complaints, equivalent to one complaint for in Newcastle, and our teams have been working with emission standards. every 32,498 passenger journeys. Newcastle City Council’s Groundwork environment events annual performance teams and with Sustrans in Stockton on a personalised In the last year, we have introduced 38 brand new buses An independent customer satisfaction survey by Passenger travel planning project. into our fleet, including 17 gas buses in Sunderland. The Focus, published in March 2014, showed that bus users May 2013 to April 2014 gas buses are a further extension of our green agenda, as in the North East are some of the most satisfied in the In Stagecoach Green Week, all depots get heavily they provide a cleaner, greener ride due to lower carbon UK, with Stagecoach rated the highest amongst the area’s involved with schools events, recycling and energy saving emissions and help to deliver a better living environment for biggest bus companies. However, we continue to strive to competitions and we’re proud that Sunderland depot was our company the people of Sunderland. A further 23 new gas buses will do better and welcome feedback from our customers. runner-up in the Green Business Category in the Sunderland bring the total to 40 in the summer of 2014. Echo’s Business Awards 2013. Stagecoach North East provides local bus services in Newcastle, South Shields, Sunderland, Hartlepool In December 2013, we introduced a Twitter account and Teesside. Our aim is to provide safe, reliable and comfortable services with value ticket offerings. These gas buses and 35 buses in Newcastle have been fitted providing regular service updates from our depot teams and with free WiFi for the convenience of our customers. also a contact point for enquiries and comments. We also our community We are based locally at our head office in Sunderland and are a subsidiary of Stagecoach Group Plc. have a new customer communications team to maintain This report covers our activities over the year up to end of April 2014. and improve customer services through social media, We are a major employer in the local community and enable telephone, email and web based channels. thousands of people to go about their daily activities. We work with many local organisations to improve transport our people our investments access and information. The North East team embraces activities to promote bus We are a major employer in the local economy, with 1,412 In the last year, we invested £5 million in 38 new buses and travel through events like Catch the Bus Week, Green staff, of whom 1,096 are drivers, 216 are engineers and 100 £1 million in plant and equipment to operate our new gas Week and National Customer Service Week. We’ve given are administration and managerial staff. The majority of our buses at Sunderland. We’ve also continued to invest heavily away goody bags, free travel vouchers and grants to schools employees live within the local communities in which our in training and the development of our staff. and community groups… and sent Easter chicks, eco turtles buses operate. and green Santas, amongst others, out into the community At the same time, young people and the unemployed to spread the positive messages of travelling by bus. We are committed to staff training and, over the past continue to benefit from our industry-leading discount year, we have recruited and trained 167 staff. All of our travel schemes; ‘VIP’ for under 19s and ‘Back on Board’ for drivers achieved their DQC (Driver Qualification Card) job seekers. or 35hrs CPC training during the year. We are also our services active in getting more young people into our company, We operated more than 21 million miles over the last Additionally, we’ve frozen all our bus fares across the through the Stagecoach Apprenticeship Scheme, and we year, over some 2.3 million journeys. Our key measure North East for 2014 and made permanent changes to our currently employ 8 engineering apprentices within the local of performance is the reliability and punctuality of our megarider tickets in Tyne and Wear, meaning thousands community and are looking to recruit a further 5 in 2014. journeys. of customers can travel further for the same price or less. We’ve also run a number of ticket promotions throughout We also work with drivers continuously to improve In the past year, we operated 99.79% of our scheduled the year to encourage more people to try the bus. All of our buses on local driving skills and use a monitoring system on the buses services and, of the 0.21% of scheduled journeys that called Green Road. This helps drivers to identify problem we did not operate, 0.04% was due to factors within our One of our lucky competition winners Stagecoach services are areas and encourages best practice. Using the scores from control, such as driver and vehicle allocation, and 0.17% was celebrates her free travel prize. Four bus drivers Green Road and accident records, we are able to recognise due to factors out of our control such as bad weather, road low-floor and we’re excellence. In the last year, 95.3% of our drivers received a our environment closures and traffic congestion. We also support our employees, through both funding based at Stockton financial bonus for meeting defined safe driving standards. dedicated to making We are making some real progress in becoming a greener, and practical help, in the many and varied ways they work We monitor our services for punctuality and, in the past smarter bus company; not just on the road but in our with charities and other good causes across the region. bus journeys easier for depot each Many of our employees have shown impressive commitment year, we monitored 7.7% of all scheduled journeys. Of depots, workshops, offices, canteens, kitchens, toilets… Our depot teams regularly take part in sporting events, and loyalty to Stagecoach and the bus industry in general. celebrated 40 years these, 94.74% operated within 5 minutes of their scheduled everywhere! quizzes and collections to raise money for local charities and everyone! Each year we hold Long Service Awards and, in 2013/14, time. We continue to seek improvements both through community projects. For example, each December, drivers service in 2014. 129 of our North East team achieved milestones of 20, 25, rescheduling services and in discussions with our local The Stagecoach Group has set challenging environmental dressed as Santa collect money on board buses and in 2013 30, 35, 40 and 45 years service with us. highway authorities. targets (visit stagecoachgroup.com for details) and in the raised an incredible £25,250 for various charities. Report-Text.indd 1 24/07/2014 13:10:27 We operated 99.8% of our scheduled bus services North East we have our own regional Ready, Steady Green with 94.7% of buses arriving on time. initiative to ensure we’re making measurable reductions in energy consumption. As a result, we’re leading the way on depot energy saving ideas, with internal competitions and switch off days resulting in 16.95% improvement in building Co2 emissions. Depots are also focusing on recycling and Newcastle depots have introduced compost bins, which are our buses our customers then used to feed plants around their sites. We operate a fleet of 473 buses and have invested millions Our customers made a total of 69.4 million journeys on our We’ve made a huge investment in trialling new, greener in new buses for local areas over the last couple of years, all buses through the year. In the same period, we received a solutions, such as gas buses in Sunderland and hybrid buses of which are fully accessible and meet the latest Euro total of 2,134 complaints, equivalent to one complaint for in Newcastle, and our teams have been working with emission standards. every 32,498 passenger journeys. Newcastle City Council’s Groundwork environment events annual performance teams and with Sustrans in Stockton on a personalised In the last year, we have introduced 38 brand new buses An independent customer satisfaction survey by Passenger travel planning project. into our fleet, including 17 gas buses in Sunderland. The Focus, published in March 2014, showed that bus users May 2013 to April 2014 gas buses are a further extension of our green agenda, as in the North East are some of the most satisfied in the In Stagecoach Green Week, all depots get heavily they provide a cleaner, greener ride due to lower carbon UK, with Stagecoach rated the highest amongst the area’s involved with schools events, recycling and energy saving emissions and help to deliver a better living environment for biggest bus companies.
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