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Social Exclusion, Public Consultation, and the Role of Transport Service Providers: the Barriers to Integrated Transport Provision

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Social Exclusion, Public Consultation, and the Role of Transport Service Providers: the Barriers to Integrated Transport Provision SOCIAL EXCLUSION, PUBLIC CONSULTATION, AND THE ROLE OF TRANSPORT SERVICE PROVIDERS: THE BARRIERS TO INTEGRATED TRANSPORT PROVISION A thesis submitted to The University of Manchester for the Degree of Doctor of Philosophy in the Faculty of Engineering and Physical Sciences 2012 Usman Isah Jibrin School of Mechanical, Aerospace and Civil Engineering 1 Contents LIST OF TABLES 10 LIST OF FIGURES 12 LIST OF ABBREVIATIONS 13 ABSTRACT 16 DECLARATION 18 ACKNOWLEDGEMENTS 19 CHAPTER 1: INTRODUCTION 1.1 Introduction 21 1.2 Motivation for the research 22 1.3 Aims and objectives 23 1.4 Research methodology 24 1.5 Structure of the thesis 27 1.6 Relevant doctoral studies 30 CHAPTER 2: LITERATURE REVIEW 2.0 Social exclusion and transport provision 33 2.1 Introduction 33 2.2 Understanding the concept of social exclusion 33 2.3 Social exclusion as a multidimensional concept: issues arising 36 2.4 Social Exclusion and UK Government National Transport Policy 37 2.5 National transport policies 41 2.6 Lack of transport and its contribution to social exclusion 42 2.6.1 Low car availability in low-income households 43 2.6.2 Dispersed land use pattern 45 2.6.3 Decline of public transport service 46 2.6.4 Cost of using transport 47 2.6.5 Fear of crime and road accidents 48 2.6.6 Time 48 2.6.7 Accessibility of vehicles and facilities 48 2.7 The landscape of transport projects 49 2.7.1 Taxis 49 2 2.7.2 Concessions 50 2.7.3 Demand Responsive Transport 51 2.7.4 Welfare to Work 52 2.7.5 Non transport solutions 52 2.7.6 Minibus group travel 53 2.7.7 Dial-a-Ride 53 2.7.8 Community transport buses 54 2.7.9 Wheels to Work and community car share schemes 54 2.7.10 Quality partnership 54 2.8 Community Transport Organisations – A Background 55 2.8.1 Community transport in the UK 56 2.8.2 Legislative developments affecting community transport provision 57 CHAPTER 3: GOVERNMENT POLICY AND DEREGULATION 3.1 Introduction 61 3.2 A deregulated industry and its impact on transport provision 61 3.2.1 Deregulation 61 3.2.2 Effects of deregulation on transport provision 65 3.3 Government decision making and Funding landscape for transport initiatives addressing social exclusion 70 3.3.1 Government structures and transport provision 70 3.3.2 Impact of current funding arrangements of transport provision 75 CHAPTER 4: STAKEHOLDER ENGAGEMENT STRATEGIES 4.1 Introduction 79 4.2 Importance of the participation in Decision Making 80 4.2.1 Possible suggestions on how Public Participation can be conducted 82 4.3 Government reforms 87 4.3.1 Local authorities and public involvement in decision making process 88 4.3.2 The decision making process 91 4.3.2.1 Rational decision making 92 3 4.3.2.2 Public involvement as citizens or consumers 92 CHAPTER 5: RESEARCH METHODOLGY 5.1 Introduction 96 5.2 An Interpretivist approach 96 5.3 The Concept of a Case 97 5.4 The methodological considerations of a Case Study Research Approach 98 5.5 Case Study Research and Theory Building 101 5.6 Process of Building Theory from Case Study Research 105 5.7 The desiderata for effective case studies 108 5.8 Evaluating the qualitative and qualitative methods available 109 5.9 Data collections 111 5.9.1 Semi-structured interviews 112 5.9.2 Contemporaneous field notes 114 5.9.3 Documentary analysis 114 5.10 Analysing the data around the research interest 116 5.10.1 Interpretation of data 116 5.10.2 Quantity of data and saturation 116 5.10.3 Commonalities 117 5.10.4 Generalisability and replication 117 5.10.5 Validity 118 5.10.6 Reliability 119 5.11 Ethical considerations 120 5.12 The research process 121 5.13 Conclusion 138 CHAPTER 6: CASE STUDY ONE – WEST MIDLAND WORKWISE 6.1 Introduction 140 6.2 Background to the case study 140 6.3 Scheme description 143 6.4 WorkWise initiatives 145 6.4.1 North Solihul WorkWise 145 6.4.1.1 Role of the Jobcentre in North Solihul WorkWise 147 6.4.1.2 Eligibility criteria 148 4 6.4.1.3 Specific issues 148 a) Working pattern 148 b) Eligibility – identity verification 149 c) Non eligibility leeway 150 d) Providing customers with accurate information 152 6.4.2 Walsall WorkWise 154 6.4.2.1 Criteria 156 6.4.2.2 Role of Centro 156 6.4.2.3 Role of Walsall Council 156 6.4.2.4 Role of Step to Work 157 6.4.2.5 Role of the Jobcentre 158 6.4.2.6 Specific Issues 158 6.4.2.6.1 Eligibility criteria 158 6.4.2.6.2 Written customer confirmation 158 6.4.2.6.3 Installation of EPOS machine 159 6.4.3 Sandwell WorkWise 159 6.4.3.1 Role of Centro 161 6.4.3.2 Role of the Jobcentre 161 6.4.3.3 Criteria 162 6.4.3.4 Specific issues 163 6.4.3.4.1 Time and distance issues 163 6.5 General Issues 164 6.5.1 Day Pass to Interviews – Value for money 164 6.5.2 Lack of commitment from referral partners 165 6.5.3 Public Consultation 167 6.5.4 Constraining factors arising from funding levels 172 6.5.4.1 What happens next 173 6.5.4.2 Restarting 175 6.5.4.3 Marketing inconsistency 176 6.5.4.4 Operating fragmentally 177 6.5.4.5 WorkWise eligibility inconsistency 177 6.5.5. Benefit recipients? 178 6.6 General conclusion 180 5 CHAPTER 7: P1 & P2 7.0 Introduction 182 7.1 Background to the case study 182 7.2 General access to public transport 185 7.3 Scheme description 189 7.4 Service providers, their relationship, and their Role 192 7.4.1 Relationship between Sheffield Community Transport, and South Yorkshire Public Transport Executives 192 7.4.2 Relationship between Sheffield Community Transport and Sheffield City Council 194 7.4.3 Steering group 194 7.5 People/Management Issues 194 7.5.1 Culture change 195 7.5.2 Lack of support for bus drivers 196 7.5.3 Drivers reaction to passengers – I’ll handle it ‘myself 198 7.5.4 The school run and its effect on other passengers 200 7.5.5 A regular driver or a driver with local knowledge 201 7.6 Decision making on Service provision for the socially excluded 203 7.6.1 Irrational decisions 204 7.6.2 More focus on economic dimensions 207 7.6.3 Lack of awareness of community/individual needs 208 7.7 Public consultation 210 7.7.1 Initial consultation 211 7.7.2 Diminished opportunities for community feedback 212 7.7.3 Lack of motivation to capture non-Service users 215 7.8 General conclusion 219 CHAPTER 8: WYTHENSHAWE LOCAL LINK 8.0 Introduction 221 8.1 Background to case study 221 8.2 General access to transport 223 8.3 Scheme description 226 8.4 Service providers, their relationship, and roles in the Wythenshawe 6 Local Link scheme 227 8.4.1 Relationship between Transport for Greater Manchester and Manchester Community Transport 227 8.4.2 Relationship between Transport for Greater Manchester and Greater Manchester Accessible Transport Ltd 228 8.4.3 Relationship between Transport for Greater Manchester and Manchester City Council 229 8.4.4 Relationship between Greater Manchester Accessible Transport Ltd and bus drivers 230 8.4.5 Relationship between Manchester Community Transport and bus drivers 230 8.4.6 Relationship between MCT bus drivers and passengers 231 8.5 Operational Issues 232 8.5.1 Poor planning – Too much workload, little time 232 8.5.2 Communication issues 235 8.5.3 Staff with local knowledge 237 8.6 People/Management issues 239 8.6.1 It’s all about job satisfaction 240 8.6.2 Lack of support 241 8.6.3 Passengers issues and lack of responds to passenger issues 242 8.7 Creating the links between passengers and bus drivers 245 8.7.1 Lack of encouragement from transport operator 245 8.7.2 The bus driver’s role – irregular driver 246 8.8 Effect of multiple organisations 248 8.8.1 Fragmented services 248 8.8.2 Communicating effectively with the GMATL Call Centre 251 8.9 Awareness issues and access to information 251 8.9.1 Lack of availability of service information 252 8.9.2 Lack of awareness on how the service operates 253 8.10 Public consultation 254 8.11 Interchange and service integration 258 8.12 General conclusion 263 7 CHAPTER 9: ANALYSIS OF DATA 9.1 Introduction 264 9.2 Commonalities across case studies 265 9.2.1 Public consultation 265 9.2.2 Lack of awareness of individual/community needs 270 9.2.3 More focus on economic aspect of exclusion 271 9.2.4 Lack of common understanding of social exclusion 275 9.2.5 Poor communication 277 9.2.6 Partnership issues – lack of commitment 279 9.2.7 Lack of focus on needs 281 9.2.8 Resource constraints on scheme performance 284 9.2.9 Lack of cultural diversity in the workforce and marketing of services 285 9.2.10 Scheme evaluations – inability to implement change after evaluation of services 287 9.2.11 Lack of support 288 9.3 Findings not common across case studies 289 9.3.1 West Midlands WorkWise 289 9.3.1.1 Service accessibility – inflexible access criteria 289 9.3.1.2 Too much focus on reducing the number of benefit claimants 291 9.3.1.3 Pressures on staff 292 9.3.1.4 Standardized provision of service 293 9.3.2 Wythenshawe local link 295 9.3.2.1 Lack of trust and mutual respect between service providers 295 9.3.2.2 Lack of close working relationship 296 9.3.2.3 Lack of accessible information 297 9.3.2.4 Constraints due to competition act 297 9.4 Dynamics that contributed to the challenges identified 298 9.5 Conclusion 303 CHAPTER 10: CONCLUSION 10.0 Introduction 308 8 10.1 Research outcomes 309 10.2 Summary of research approach and limitations 333 10.3 Contribution of research to knowledge 336 10.4 Recommendations for further research 341 10.5 Implications for policy makers and service providers 342 10.5.1 Implications for policy makers 342 10.5.2 Implications for service providers 343 10.6 Implications for Central Government 344 References 346 Appendices 404 1.
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