Park and Ride Engagement Report

Research by Citizen Insight Team December 2017 Executive Summary

Executive summary Executive summary

A series of engagement activities were used to gather information on the current Chelmsford Park and Ride service and help shape commercial prospects in the future.

These activities were in the form of an online survey and face-to- face surveys.

The face-to-face engagement was undertaken at various areas around Chelmsford:

Chelmsford P&R sites

Chelmsford city centre (including Bond Street, High Chelmer and Meadows)

City centre car parks

Broomfield Hospital

Chelmsford railway station

FINDINGS

Current users Non-users Opportunities

Buses are prompt Happy with service More advertisement Would use if in Bus arrives on time Look at how P&R can meet alternative sites travel and parking demands Staff are friendly Use some Park and Rides in Relaxing journey into city other towns Future marketing work with Environmentally friendly Understand the concept the hospital Easy access to various roads Understand the benefits Variety of tickets Bypasses traffic for easy Question around value for Ticket offers money compared to city transfer to city Work in conjunction with car parks local businesses Introduction

Executive summary Introduction

Chelmsford Park and Ride service opened in March 2006 in Sandon and is situated adjacent to junction 18 off the A12 (A414/A1060).

A second site was built at Chelmer Valley in 2011 which operates from the A130 Regiment way.

These Park and Ride sites were created to reduce traffic congestion in Chelmsford city centre, provide a sustainable alternative to the car, help to assist growth in Chelmsford, provide high quality buses offering fast, reliable and direct links to the city centre and onward transport links.

Essex County Council wanted to speak with current users and those who did not use the service.

The insight gathered will help inform the commissioner how they might seek to increase passenger numbers, look into future development of another Park and Ride site as well as shaping future commercial opportunities for the service.

Engagement activities including the online survey took place in September to November 2017. About the research

Executive summary About the research

METHODOLOGY Online survey

Face-to-face engagement surveys About the research

Over 1,050 people gave their views about Chelmsford Park and Ride.

FACE-TO-FACE ENGAGEMENT LOCATIONS:

Park and Ride Sites (both Sandon and Chelmer Valley)

Car parks City Centre Shopping centres

Train station ARU Broomfield Hospital About the research

Demographic Breakdown

453 respondents declared their gender

62.69%

33.77% e M l a a l m e e F

Prefer not to say = 3.53%

Percentage breakdown of respondents who declared their age:

40

30

20

10

0 4 4 9 + y 2 4 5 0 a - - - 6 s 7 4 5 to 1 2 4 t o n f re P

There were 10 respondents who declared they had a physical impairment, 5 respondents with long-term illness, 4 respondents with sensory impairments and 1 respondent with mental health needs. Sample of questions

Executive summary Online survey

Through the online survey we were looking to capture information relating to Chelmsford Park and Ride and understand resident's perception of the service.

We asked questions around awareness, usage, reasons for use and value for money.

Are you aware of Chelmsford Park and Ride?

Have you used Chelmsford Park and Ride before?

How satisfied are you that Chelmsford Park and Ride provides value for money?

Would you recommend the service to others?

What method of transport do you use when travelling in and around Chelmsford?

Why are your chosen methods of transport important to you?

Is there anything that would encourage you to use Chelmsford Park and Ride in future? Face-to-face questionnaire Short questionnaires were asked at various locations to understand residents' thoughts on Chelmsford Park and Ride across both sites, and various locations in and around Chelmsford.

This included questions on usage, non-usage, what is valued in the service and Improvements.

Do you know about Chelmsford Park and Ride?

Have you used Chelmsford Park and Ride before?

What did you like about it?

If no, why not? What would encourage you to use it?

How often do you use this Park and Ride service?

What would make the service better for you?

Why have you parked here today?

Would you consider using Chelmsford Park and Ride in the future? Online survey findings

Executive summary Survey findings Park and Ride users

91% of all survey respondents have used Chelmsford 91% Park and Ride.

Most common time used is Mon - Fri at peak times (70% of respondents).

'Commute to work' was the most common activity for using Chelmsford Park and Ride (70%). The second most common activities were 'shopping' (18%) and 'commute to education/training' (5%).

The main reason behind choosing Chelmsford Park and Ride for users was 'good location' (39%). The next most common reasons were 'direct route into city centre' (38%) and 'number of car parking spaces' (36%).

62% of users were satisfied that Chelmsford Park and Ride provides value for money. The biggest influence towards value for money was 'cost of park and ride bus versus parking charge' (77%).

90% of users would recommend the service to others. Online survey Through the online survey we also looked at establishing thoughts and opinions on potential new sites relating to Chelmsford Park and Ride and understand residents perception of a new service.

We asked questions around location and potential custom if a new site was to be developed.

Would you like to see a new Chelmsford Park and Ride facility to the West of Chelmsford (e.g. at Widford)?

Would you use it?

If you used the new facility West of Chelmsford, would you be a new user, a more frequent user or an equally frequent user?

Would you like to see a new Chelmsford Park and Ride facility to the East of Chelmsford (e.g. at Boreham)?

Would you use it?

If you used the new facility East of Chelmsford, would you be a new user, a more frequent user or an equally frequent user?

Which Park and Ride site would best meet your parking needs? Opportunities and further developments

Park and Ride users told us about the following opportunities and ideas around further developments to the current service:

More frequent buses to stop high volumes of queueing at peak times

Off-peak offers to increase usage for non-essential travel during peak times

Family discount ticket

Increase hours (in particular evenings) to allow train commuters and late night shoppers/leisure to use Park and Ride effectively

Discount or offers for regular users

Incentivise car share scheme to increase usage while considering carbon footprint

Visable live tracker of when buses are on route to Park and Ride sites (departure board)

Discount for County Council employees to coincide with other travel offers

Improved access of wi-fi at sites and on-board of buses

"Discounts should be given for any more than sole occupancy in a car as otherwise it is cheaper to drive into town to park a car." Park and Ride user Proposed new sites Online survey Park and Ride users

Park and Ride users told us the following regarding proposed new sites for a Park and Ride service:

46% of respondents said they would like to see a new facility to the west of Chelmsford.

of respondents said they would use a new facility to 11% the west of Chelmsford.

of respondents said they would be a more frequent 16% user of Park and Ride if a new facility was built to the west of Chelmsford.

of respondents said they would like to see a new 58% facility to the east of Chelmsford.

of respondents said they would use a new facility to 28% the east of Chelmsford.

24% of respondents said they would be a more frequent user of Park and Ride if a new facility was built to the east of Chelmsford.

"Would like to see a new P&R facility at Boreham for / traffic to ease the congestion at Sandon." Park and Ride user Survey findings Park and Ride non-users

9% of all survey respondents have not used Chelmsford Park and Ride before. 9%

The top two reasons for not using Park and Ride were 'location of sites doesn't work for me' (51%), and 'not value for money' (21%).

The most common method of transport for non-users in and around Chelmsford is car (as driver) (72%) and walking (46%)

The main reasons for chosen transport was 'commute to work' (68%) and 'shopping' (67%)

Convenience (77%), journey time (77%) and cost (68%) are the most important influences of chosen method of transport for non-users.

Convenient location (65%) is the biggest factor for parking in and around Chelmsford for non-users. Proposed new sites Online survey Park and Ride non-users

Park and Ride non-users told us the following regarding proposed new sites for a Park and Ride service:

of respondents said they would like to see a new 68% facility to the west of Chelmsford.

of respondents said they would use a new facility to 17% the west of Chelmsford.

of respondents said they would like to see a new 70% facility to the east of Chelmsford.

of respondents said they would use a new facility to 28% the east of Chelmsford.

23% of respondents said out of the 4 site locations suggested, west (Widford) would best meet their parking needs

66% of respondents on average said they would never use any Park and Ride site in the future.

"Rather drive, means I don't extend home to work travelling times"

Park and Ride non-user Face-to- face findings

Executive summary Sandon Park and Ride

Executive summary Face-to-face findings

Sandon Park and 80 Ride users responses General themes

Park and Ride users like the service because of its convenience, ease of parking, punctual and frequent buses which allows a stress free experience when entering Chelmsford.

Users believe that more buses during peak times and reducing overcrowding on buses could contribute to an improved customer experience.

Other themes

High number of users lived in CM3 (Danbury, , Hatfield Peverel, Boreham and Bicknacre) and CM9 (, Heybridge, Woodham Mortimer, Great totham) postcode areas.

High number of people used the service frequently ranging from once a week to five times a week, in particular commuters.

A significant amount of people had used the service for over a year and some had used it ever since its existence.

Main reasons for usage of service was commuting for work and shopping.

Feedback found that staff were friendly, knowledgeable and helpful, which contributes to customer experience.

Feedback showed that resurfacing the car park could be a benefit to the overall experience of using the service.

Bigger buses, carnet book of tickets instead of weekly tickets, improved reliability when using the app to purchase tickets, and student discounts could improve customer satisfaction and increase revenue.

"It's free, it's convenient. Saves parking stress. Best thing since sliced bread." Park and Ride user Chelmer Valley Park and Ride

Executive summary Face-to-face findings Chelmer Valley Park 16 and Ride Users responses General themes

Park and Ride users like the service at Chelmer Valley because of its convenience, ease of parking, price and frequent buses.

Users believe that more buses during peak times and organising queuing more efficiently could contribute to an improved customer experience.

Other themes

High number of users lived in CM7 (Braintree and Great Bardfield) and CM77 (Black Notley,Cressing,Rayne and Great Notley) postcode areas.

High number of people used the service frequently ranging from once a week to five times a week, in particular commuters.

A significant amount of people had used the service for over a year and some had used it ever since its existence.

Main reasons for usage of service was commuting for work and shopping.

Feedback found that the location on route to end destination worked well for the service users.

Feedback showed that many users were unaware of the weekend offer so may be an area to look into promoting to increase uptake in that area.

A cashpoint at the venue to ensure people have money to pay for bus, promoting to use the facilities and promotion of direct route into city centre could improve customer satisfaction and increase revenue.

"I would recommend it to anyone who is in my area who works in Chelmsford" Chelmer Valley Park and Ride user Broomfield Hospital

Executive summary Face-to-face findings 34 Broomfield Hospital responses General themes

There were a high number of people who were aware of Park and Ride services in general, but there was a lack of awareness of the shuttle service from Chelmer Valley to Broomfield Hospital.

Promotion and raised awareness could contribute to increased uptake of use of the shuttle service for patients and staff.

Other themes

Just under a fifth of the respondents had used the shuttle bus service to visit Broomfield Hospital (18%). The most common method of transport to the hospital was car (driving or dropped off) (62%).

Most common postcode areas of respondents were CM3 (Danbury, South Woodham Ferrers, Hatfield Peverel, Boreham and Bicknacre) and CM2 (Chelmer Village, Great Baddow, Howe Green and Sandon).

Staff members do not use Park and Ride services and feedback was that there is a lack of signage for the shuttle bus for users. This may be a reason why it is not as popular as it could be.

Of the people who had used the shuttle service, the general consensus was they felt the service was good, convenient and would use the service again.

Of the respondents who had not heard of or used Park and Ride before, 'preferring driving in own car' to chosen destination and 'Park and Ride locations do not suit them' were the most frequent responses.

"It was good, convenient and will use again"

Chelmer Valley shuttle bus user Anglia Ruskin University

Executive summary Face-to-face findings 20 ARU responses General themes

All respondents were aware of Park and Ride services in general and were a combination of users and non-users.

Students used the 50p hop-on service and were happy with the service received. A Sunday service, student discount or a reward card scheme could contribute to improved services for student and staff based at the ARU.

Other themes

Respondents used a mixture of transport methods with car, bus, bike and walking being the most popular.

Most common postcode areas of respondents were CM1 (Chelmsford City Centre) and CO2 (Birch, Layer de la Haye, South Colchester).

Staff members generally did not use Park and Ride services and feedback was that there is a staff car park with available parking. They felt too crowded during peak times and working patterns could determine later finishes meaning longer to wait for bus.

Some students use Park and Ride on a regular basis and feel it is easy to use and convenient. A cash machine could improve the experience as cash is needed to buy ticket, and people felt it is an inconvenience to detour for cash. Generally they felt the service was good.

Perception of the respondents was they valued how quickly they can travel to university and would consider any method of transport for convenience and time saved from travelling.

"Really useful but won't accept card - very frustrating having to detour to get cash to pay for a ticket." ARU Park and Ride user City car parks

Executive summary Face-to-face findings

City car parks 46 responses General themes

Cost of service (discount and offers) and an alternative location elsewhere in Chelmsford (east or west) would be a contributor for more uptake of use from city car park users.

More designated bus lanes and off-peak prices could increase uptake of Park and Ride.

Other themes

People park in city centre because of its convenience in relation to shops, and certain car parks provide all day parking at what is considered a reasonable price.

Respondents' most common postcode areas were CM1 (Chelmsford City), CM2 (Chelmer Village, Great Baddow, Howe Green and Sandon) and CM3 (Danbury, South Woodham Ferrers, Hatfield Peverel, Boreham and Bicknacre).

Availability of car parking spaces and enjoying own journey are main factors for users of car parks not to switch to Park and Ride.

A wide variety of available blue badge spaces which are free leads to disabled car users to choose city centre car parks.

City car park users felt that having buggies, extra shopping bags and disability aids made it more difficult to use buses or a Park and Ride service.

"Think £1.50 (at weekend) is a good price. Would only use as get older and it becomes more difficult

to park in town." City car park user City centre

Executive summary Face-to-face findings City centre 66 responses General themes

There were a high number of respondents who were aware of Chelmsford Park and Ride with a high number having used the service currently or in the past.

Increased number of buses and group ticket offers could potentially be a contributor for increased uptake of Park and Ride from city centre visitors.

Other themes

People used a variety of methods to go into the city centre with walking, driving and getting a local bus the most common responses.

The respondents in the city centre mainly came from the postcode areas CM1 (Chelmsford city centre) and CM2 (Chelmer Village, Great Baddow, Howe Green and Sandon).

The frequency of local buses around Chelmsford meets people's travel needs, so they do not require a Park and Ride service.

High number of people know about the Park and Ride service but do not use it as location does not meet their needs, or they prefer alternative methods of transport.

Residents in city centre felt that if the weekend fare was promoted more openly then this could contribute to more usage.

Feedback was that an alternative site or group offers could attract the attention of more shoppers visiting the city centre.

"For me it is in the wrong location - somewhere in the west would be better."

City centre respondent Additional comments from P&R staff

Executive summary Additional comments

from P&R staff 6 responses General themes

Staff believed the Park and Ride service across both sites provided good, convenient service and allows users to travel easily into the town centre.

More marketing campaigns and promotional offers could increase uptake of Park and Ride from non-users

Other themes

The introduction of paying for a ticket via an app has proved popular with customers and has moved Park and Ride forward with local transport competitors.

Staff felt that price increase and continuous distribution to bus route (Chelmer Valley) could contribute to lack of new users.

Staff felt there had been missed opportunities relating to big local events (fireworks displays and V Festival) and potentially offering travel or safe parking at a price.

Chelmer Valley staff said the hospital shuttle was being used by concessions and felt it could be used by more but lack of awareness has contributed to this.

Staff felt that there had been some negativity around the route change and had felt that numbers have been affected by this.

Possibly looking into a charge for just parking could raise income as staff believe that people are using this as a base to park car and then be picked up for forward journey.

Staff are proud to work for Park and Ride and are proactive in thinking about revenue making and improving customer statisfaction.

"Park and Ride allows people to travel without

worry" Park and Ride staff member Key insights

Executive summary Key insights - postcode analysis of survey respondents

Map of Park and Ride users

An analysis of postcodes of Park and Ride users show that a high proportion of users reside in the CM3 and CM7 area in particular Chelmsford, Braintree, and Colchester.

Epping forest and have a lack of users in comparison to other areas.

"One improvement could be that allowing day tickets to be bought on debit card." Out of county respondent Key insights - postcode analysis of survey respondents

Map of Park and Ride non-users

An analysis of postcodes of Park and Ride users show that a high proportion of Non - users reside in the CM1 and CM2 area.

However comparison data from Office of National Statistics (Census 2011) shows that 46.3% of workers live outside the Chelmsford area and work inside, showing potential for increased usage of the Park and Ride service.

"The only reason why I don't use Park and Ride is the location doesn't suit me." Park and Ride non-user 48% of all respondents said they would like to see a new Park and Ride site at Widford.

59% of all respondents said they would like to see a new Park and Ride site at Boreham. Sandon Park and Ride was the site that met the parking needs of most respondents within the survey relating to current and proposed sites.

Only 11% of all respondents said they would use a new Park and Ride site at Widford either 'always' or 'sometimes'.

While 27% of all respondents said they would use a new Park and Ride site at Boreham either'always' or 'sometimes'. If a new site was to be located in the West (Widford)

80% 60% 40% 20% 0% R R R & & & P P P to q q r re re se F F u re lly o a w u e M q N E

9% of respondents would be new users to Park and Ride, 16% would be more frequent users, and for 75% of respondents Park and Ride current usage would not change.

If a new site was to be located in the East (Boreham)

70% 56% 42% 28% 14% 0% R R R & & & P P P to q q r re re se F F u re lly o a w u e M q N E

6% of respondents would be new users to Park and Ride, 25% would be more frequent, and for 69% of respondents Park and Ride current usage would not change. Opportunities

Executive summary Opportunities

Throughout our engagement, there have been a variety of opportunities suggested by the respondents on how they would like to see Chelmsford Park and Ride service look in the future.

These are:

Discounts for regular users with a potential 'reward' scheme

Develop safe cycle routes from both Park and Ride sites to encourage park and cycle

Reduce queuing in a safe effective way to improve customer satisfaction

More promotion and advertising relating to Saturday price offers

Incentive for car sharers to get more people using the service but potentially freeing up more spaces for more money making opportunities

Off peak ticket offer to coincide with other transport methods

More electrical vehicle charging points to potentially earn additional income Report by Citizen Insight Team

Report authors: Maura O'Malley, Citizen Insight Team Sean Marks, Citizen Insight Team

This information is issued by: Intelligence & Insight, Essex County Council, EUG, County Hall, Chelmsford, Essex, CM1 1QH

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