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Building on Success: Stagecoach and the South Western Franchise

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Building on Success: Stagecoach and the South Western Franchise Building on success: Stagecoach and the South Western Franchise we believe in setting ourselves ever-higher using the knowledge and experience we have Time Destination standards. We have lots of ideas for making built up over the last ten years to meet today’s things better and taking the railway to the challenges – tackling overcrowding, improving 0001 A message from Ian Dobbs next level. That is why we are bidding to win passenger security, and making it easier for the new South Western franchise. We haven’t people to travel by train. We want to be part of Chief Executive, Rail Division finished the job we set out to do. the economic success story of our region and When I was appointed Chief Executive of help improve the quality of life of those who Stagecoach Group Stagecoach Group’s rail division last year live and work in it. I knew Stagecoach was one of the most The area covered by the South Western dynamic players in the rail industry, with an Franchise is the economic powerhouse of excellent reputation for delivering quality rail the UK. It is also a complex franchise. There services. I joined the Group because I relished are great opportunities for growth and For the past 10 years, During that time there have been the challenge of developing Stagecoach’s rail improvement but also a risk to the economy if dramatic improvements. We have services even further. things go wrong. The ideal operator needs to Stagecoach has delivered better services for our I have spent nearly 30 years in the be tried and tested – but also ambitious for the managed one of passengers and taken a leading role rail industry in the UK and overseas, and future. Stagecoach has that mix of experience in driving the wider industry forward our people and the service we deliver to and energy and we are ready to deliver. • the most important to the benefit of everyone that relies passengers at South West Trains rivals the and challenging rail on the UK rail network. best rail systems across the globe. But I know we have even more to deliver. networks in the UK, We are proud to have had independent We are committed to working with all our South West Trains. recognition of our achievements, last year stakeholders to meet that challenge. We want being named rail operator of the year. But to be the company that sees that task through, Ian Dobbs development of efficient, easy to use, value Stagecoach approach. Time Destination for money services. Our low-cost inter-city We believe that together we can deliver service, megabus.com, was the UK’s first the safety standards, operating performance, 0002 Introduction web-based budget bus and coach service and customer service, innovation and ongoing this model, as megatrain, is currently being improvements that our passengers deserve. • Stagecoach Group: trialled on key South West Trains routes with promising results. Who we are and what we do Experience across a variety of transport sectors has allowed Stagecoach to develop integrated travel opportunities for its customers, making the journey from door- to-door one seamless process. A number Stagecoach Group Innovation is at the heart of our of our innovations, including integrated approach to attracting more people control centres and bringing infrastructure is one of the world’s onto public transport. We offer maintenance in-house, have been adopted leading transport market-leading thinking, cutting edge across the rail industry and improved services research and a flair for effective for millions of passengers. operators, with train, marketing. We are pioneers – from Stagecoach’s success has been built on bus, tram and coach new products to the use of new listening to customers and using their special technology. insight to improve services even further. Local operations in the managers are empowered and encouraged to UK & North America. Since Stagecoach was founded more than build relationships with the communities they Travel from £1 on Stagecoach’s innovative 25 years ago, we have spearheaded the serve – consultation lies at the heart of the megatrain service. Time Destination 0003 Experience 10 years’ experience managing the UK’s busiest & most complex rail franchise The South Western From London Waterloo station, our services cross Surrey, Hampshire Franchise is the most and Dorset, while the Island Line extensive and complex provides a vital part of the transport in the UK. infrastructure of the Isle of Wight. The franchise includes inner-London urban services, rush-hour commuter services to and from London as well as major towns and cities in the south, long-distance routes from along the South Coast to London and leisure services to holiday destinations in the region. It’s this complexity, coupled with the sheer numbers of passengers using the services, that makes the South Western Franchise unique. Our region is hugely important for the economy of the UK, both for its own 2005 2005 businesses and for the people who travel into London every day. The transport infrastructure Passenger Operator HSBC Rail Business here is vital – it just can’t go wrong. Stagecoach has been running this challenging Of The Year Of The Year franchise for more than 10 years now and we have the knowledge and expertise built up over that period of time to run the network smoothly. This expertise was recognised with awards such as the 2006 HSBC Rail Business of the Year Award and the 2005 Passenger Operator of the Year Award. Things are much better now than they were Judges citation: ‘What can be seen on This prestigious award is recognition of the when we took over in 1996 – but we still want the network every day of the week is a improvements made in the last 10 years to finish the job that we’ve started so well. • thoroughly well-run business from top to to the passenger experience, such as bottom.’ improved performance and commitment to safety and security of staff and passengers. Time Destination 2004/05 0004 Growth 150m Huge growth in passenger journeys: +46% up nearly 50% in the last 10 years 1995/96 103m South West Trains has In 2004/05 there were 47 million more journeys made than in 1995/96, the last been at the forefront year before Stagecoach began running of the renaissance in the South Western Franchise; an increase rail travel over the last of nearly 50%. 10 years. The South Western Franchise covers the economic powerhouse of the UK and South West Trains has grown to meet the needs of the region. The number of passenger journeys has grown hugely and we’re running more trains too – more than 11,000 a week now compared to 1,000 10,000 a week in 1996. And we are trying innovative ways of more trains managing demand, helping people to travel by train during off-peak hours. Our megatrain per week scheme, which offers seats on some long- distance off-peak routes for as little as £1, is already showing signs of encouraging more rail travel. Our keenly-priced fare structure will spread the load on the service, reducing congestion during peak periods. We have ambitious plans to enable more We are running 11,000 trains a week people to travel by train in the future, on urban, compared to 10,000 in 1996. suburban and rural routes. • We will not compromise when Time Destination it comes to the safety of our 0005 Safety & Security passengers and employees. South West Trains developed the innovative Strong track record on improvements idea of TravelSafe Officers, employed by us to trains & stations but deployed by the British Transport Police to act as their eyes and ears and provide 4000+ reassurance to passengers at stations and on trains. And our on-board guards maintain CCTV cameras the visibility of our staff on trains, helping to make passengers feel safer and more secure. installed People have a right Our teamwork with the British Transport Police has been recognised by others in the industry to go about their – South West Trains has twice won the Sir business in safety and Robert Horton Safety Award. We have also invested heavily in our station without fear, and South security infrastructure. In partnership with West Trains has an Transport for London, £3 million has been More than 4000 CCTV cameras on trains invested in station security benefiting all 53 and stations to help ensure passenger excellent safety and stations in our metro area and with Network safety and security security record. Rail we have spent £4.5 million installing Help Points and CCTV cameras across our network. These initiatives have led to our receiving 49 Secure Station awards – more than any other train operator. Crime figures are consistently down year-on-year. Since 1996 passenger +46% numbers have grown by around 50% but the number of reported crimes at stations has fallen by 18%. £4.5m We know that personal safety and security will always be important to our passengers. on Help Points And they know we have the track-record to show we are serious about security and that and CCTV we will continue to invest to make sure our customers are as safe as possible on our trains. • Passenger Reported journeys up crimes down Customer Help Points provide audible information to customers while CCTV has helped to cut crime across the South West –18% Trains network. Time Destination 0006 Performance Industry-leading performance — more than 90% of trains arrive on time A new timetable The clock at London Waterloo station – a famous meeting place for travellers. More is delivering ever- than 90% of trains now arrive on time.
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