sign in sign up
<<
Home , 2007 in rail transport, East Midlands Trains, Megatrain, Sheffield Supertram, South Western franchise, South West Trains

DeliveringDelivering changechange forfor passengers:passengers: StagecoachStagecoach andand thethe SouthSouth CentralCentral franchisefranchise Time Destination , one of the most complex footprint, which you can read about later in rail franchises in Europe, where we have this brochure. achieved dramatic improvements for our is committed to working closely 08:01 A message from passengers. In 2006, after a decade of with stakeholders. It is only by understanding success, we achieved the ultimate your needs that we can truly deliver the recognition and won the franchise again for railway that you want and deserve. Our aim Ian Dobbs a further ten years. We also recently started is to take rail services in your region to the to run the franchise, which next level, using our knowledge and builds on our expertise in running complex experience to meet the challenges of today Chief Executive, railways including long-distance, commuter and tomorrow. There are no easy solutions and rural services. We know that we can to tackling overcrowding on commuter Stagecoach Rail Division bring that skill to bear in running services for services, improving passenger safety and the South Central franchise area. security and generally making it easier and Whoever wins the franchise will have to deal more pleasurable to travel by train - but we We are confident that we can play a with significant challenges. In many ways it are committed to working hard, along with I am delighted that significant part in improving the will be a time of transition and change and Government and other stakeholders, to experience for rail passengers in South the company operating the franchise will improve services for passengers. Stagecoach has won , East and West Sussex, need to be skilled at delivering complex I look forward to working with people in the the right to bid for , and Kent. projects while maintaining an excellent South Central franchise area as we prepare Stagecoach already has strong links with service. Stagecoach's record of our bid. We want to help the region to thrive, the South Central the region. We operate across West delivering complex and technical projects, to be an even better place to live and work. and East Sussex and Hampshire, and in from new timetables to smart ticketing, is I hope we get the opportunity to help make franchise... South London we run the neighbouring second-to-none in the industry. those aspirations a reality... South West Trains franchise, sharing a Climate change is one of the most serious station at Clapham Junction. We feel a real challenges facing our world and the choices affinity for the area and are eager to have we all make every day affect the planet we the opportunity to put forward our ideas for will entrust to future generations. train services in the region. is helping protect our As well as that local knowledge, environment by encouraging people to Stagecoach adds the skill and experience reduce car use and get on board smarter, that comes from being one of the UK's greener . And we are also Chief Executive leading transport operators. In rail, we run working hard to reduce our own carbon Stagecoach Rail Division

Time Destination 08:02 An introduction to Stagecoach Who we are and what we do

Innovation is at the heart of our approach Experience across a variety of transport Stagecoach Group is to attracting more people to public sectors has allowed Stagecoach to develop one of the world's transport and making their experience integrated travel opportunities for its more satisfying. We offer market-leading customers, making the journey from door-to- leading transport thinking, cutting-edge research and a door one seamless process. A number of flair for creative and effective marketing. Stagecoach ideas, such as integrated operators with train, We are pioneers - from new products to control centres and bringing infrastructure , and express the use of new technology. maintenance in-house, have been adopted Since Stagecoach was founded more than across the rail industry and have improved coach operations in the 25 years ago, we have spearheaded the services for millions of passengers. development of efficient, easy-to-use, value- Stagecoach's success has been built on UK, United States for-money services. Our low-cost inter-city listening to customers and using their special service, .com, was the UK's first insight to improve services even further. and Canada. web-based budget bus and coach service. Local managers are empowered and We have also rolled out this model on some encouraged to build relationships with the of our train services, under the name communities they serve. , and are seeking to make off- Environmental sustainability is rightly peak train travel more enticing. becoming a focus of people's concerns. Greener, smarter travel on buses and trains is an important part of the solution to the global challenge of climate change, but any form of transport has an impact on the environment. We are committed to making our own business as sustainable as possible. Our Environment Policy sets out our commitment to good environmental stewardship through a package of measures to reduce emissions, cut water and energy consumption, minimise waste and promote recycling. We believe that together we can deliver the safety standards, operating performance, customer service, innovation and ongoing improvements that passengers in the South Central franchise region Above: Travel from £1 on Stagecoach’s rightly expect. innovative megatrain service Time Destination 08:03 Our experience Nearly 30 years as one of the UK’s leading transport companies... 2005 2005 Both franchises are complex and diverse, The South Central including urban services, rush-hour Passenger Operator HSBC franchise shares many commuter services into London, long- distance routes and leisure services to of the Year Rail Operator characteristics with the holiday destinations. of the Year Stagecoach is one of the largest rail South Western operators in the country, running nearly 25% franchise, which of the rail network. We are also Britain’s biggest tram operator. JUDGES’ CITATION: Stagecoach has run Our vast experience gained through running ‘What can be seen on the This prestigious award is recognition of South West Trains recently helped us secure South West Trains network every day the improvements made in the last successfully for 12 the franchise for the East Midlands region. of the week is a thoroughly well-run 10 years to the passenger experience, years and recently This includes operating mainline services business from top to bottom.’ such as improved performance and from London St Pancras to cities such as commitment to safety and security of won again. , , and . staff and passengers Our rural expertise is also characterised by improving performance in lightly populated areas of and Norfolk. Running a franchise with the complexity of and other stakeholders. South Central requires both skill and We also took the top honour at the recent experience. The region covered by the Community Rail Awards for our work with South Central franchise is hugely important our Community Rail partners from the Isle of for the UK economy. People need to be able Wight, Lymington Line, and Three Rivers. to access London quickly and reliably from This award shows that our commitment the suburbs, as well as from further afield in extends right down to the local level with East and West Sussex, Kent and Hampshire. our clear support for community initiatives. But people also want to take the train to Gatwick to go on holiday, to go to Our UK bus division is also one of the Brighton or for a day by the sea leading operators in the country, linking up or pop to Croydon for the shopping. We to 100 towns and cities and running a fleet understand how to run a railway catering for of more than 7,000 buses. More than two different users with differing needs and we million passengers travel on Stagecoach want to use that expertise and experience to bus services every day, using a network improve the service for everyone on the that stretches from South West to South Central franchise. the Highlands and Islands of - and many thousands of those passengers Our experience has been recognised with a use our buses in the South Central plethora of awards over the years. Earlier franchise area. this year, to celebrate a decade of the Rail Business Awards, South West Trains All in all, we are the right transport company received a special award for winning the to take the South Central franchise to the highest number of awards of all competing next level. We have the knowledge, we have transport organisations over that decade. the expertise, and we are ready to deliver... Other prestigious awards received included the double-header of Passenger Operator of the Year and Rail Business of the Year in 2005. The fact that in the last two years we have retained the and won the East Midlands franchise shows the level of confidence invested in Stagecoach by the Government Time Destination 08:04 Performance & Change Industry-leading performance and change management experts

People's routines depend on punctuality, It seems an obvious we understand that important business or thing to say that people family commitments can be affected by delays. We want to improve the level of want and expect their service people receive in the South Central franchise area and we know trains to run on time. we've got the expertise to do it. We are aware that there will be a period of upheaval across the franchise area as the changes emanating from the Programme and 's Route Utilisation Strategies take affect. However, we believe no other rail operator is as qualified as we are in taking on large scale transformation projects and delivering clear benefits for our passengers. We have a history of managing change to deliver a better service. In 2004 we decided to create a whole new timetable for South services arriving on time. Our improvement West Trains to provide a base on which we has continued apace and our latest could build lasting improvements to performance figures for August and 2007/08 punctuality and reliability. The previous September 2008 show that almost 96% of timetable hadn't altered fundamentally in 35 services arrived on time. 187m 92.7% years and technological change and We know that change management and the +81% passenger growth meant that we had to go ability to deliver in adversity will be a vital Punctuality on back to first principles. The scale of the skill for whoever runs the South Central challenge was daunting but over a period of franchise. We have delivered massive 1995/96 South West two years we worked intensively on what change programmes and continued to was needed for the change to be a success. operate an efficient service through 103m Trains We included features such as all-day, same- problems outside our control, such as the time departures and additional morning engineering works which overran peak services. by a year and the introduction of a major At the same time we introduced an entirely blockade of the main line for new fleet of high performance trains to engineering works. Stagecoach is also replace the 'slam door' stock. We introduced at the leading edge of introducing our new fleet in a shorter time period than smartcard technology on public transport in other train operating companies in the South the UK, including the first East, incorporating infrastructure changes to smartcard system. 88.5% depots, stations and power supplies. Our message is simple: we have done it We changed the timetable on a single day before - we are ready to do it again! and invested a huge amount of resource in In 2007/08 there were 84 million more Punctuality on planning and implementation. We made sure journeys made than in 1995/96, the last East Midlands that our passengers were sufficiently well- year before Stagecoach began running informed about the changes - and the South Western franchise; an increase Trains afterwards 98% of them said that they were. of nearly 81%! The improvements in our performance came almost immediately, with initial trends showing a 16% year-on-year increase in Moving Annual Average performance and by 2006 South West Trains over last 12 months was regularly breaking its target of 90% Time Destination 08:05 Safety & Security Strong track record on 4000+ improvements to trains CCTV cameras and stations installed

Throughout our South West Trains and Our successful ongoing partnership with A commitment to the stations, we have has resulted in over highest standards of implemented a wide range of security £4m being spent on station safety measures More than 4,000 CCTV improvements, including CCTV provision, across more than 50 stations in the London cameras on trains and stations safety and security improved lighting, waiting shelters, and Metro area with the specific aim of help promote safety and security upgraded help points. encouraging more passengers to use the for both passengers & staff lies at the heart of network by creating a cleaner safer travel environment, effectively reducing anti-social our business. behaviour and fear of crime. In Sheffield, Police Community Support Officers and City Ambassadors are encouraged to use the Supertram as much as possible to ensure a highly visible presence and to discourage unlawful and anti-social behaviour. South West Trains was the first company to introduce TravelSafe Officers in a security and anti-crime partnership with the . We have recently invested Passenger £1.8 million to introduce new Rail Community Officers on the network which is journeys up continuing to help drive out crime. Crime on South West Trains’ network fell by 12.2% in 2007 compared with recorded crime in 2006. South West Trains and the British Transport Police's efforts in +9.4% combating crime have seen a 62.8% reduction in robbery, a 39.5% reduction in line of route crimes, such as trespass and stone throwing, and a 16.2% reduction in bike thefts. All of these reductions have been achieved during a period when our passenger numbers are going up. Stagecoach has a number of joint -12.2% programmes in place with schools and the police to deter anti-social behaviour and educate the next generation of public Reported transport users. Much of this work, and initiatives such as the Rail Community crimes down Officers, rely on our very close working relationship with the British Transport Police. Between 2006/07 and 2007/08 reported Ian Dobbs, Chief Executive of Stagecoach crimes on our trains decreased by 12.2%, Group plc's Rail Division, is a Member of despite the number of passenger the British Transport Police Authority, further journeys increasing by 9.4% during the cementing our link with the BTP. same period. Time Destination 08:06 Generating & Managing Growth Skilled at stimulating & 81% 15m Passengers managing increased use of More passengers on South West Trains carried on public transport than 1996 Sheffield’s Supertram Stagecoach has helped drive the renaissance 187m journeys were made on South West A growth in passenger numbers Trains in 2007, an increase of almost 81% of nearly 50%since 1997 on of public transport over 1995/96; we also run nearly 1,000 Sheffield’s Supertram over the last decade. more trains a week than in 1996 In 2007/08 for example, there were 187 Our megatrain scheme, which offers a million journeys made on South West number of seats on some off-peak long- Trains, an increase of nearly 81% over distance services for as little as £1, is 1995/96. We're also running more trains - already showing signs of encouraging nearly 1,000 a week more than in 1996. more off-peak rail travel. We have also And we're driving and managing this implemented a programme of passenger growth on other forms of refurbishments on some train interiors to transport. The carried a provide more passenger space in each train record 15 million passengers in 2007/08 - in the peak period. that's a growth in passenger numbers of nearly 50% since Stagecoach took over the running of Supertram in 1997. On top of that, one year after taking over the East Midlands rail franchise we have attracted significantly more people onto the services into London St Pancras, enabling them to link up with services to the continent. And usage across the Stagecoach bus network has grown for six consecutive years. In short, Stagecoach knows how to encourage people onto public transport. Of course, one of the by-products of increased demand is pressure on services at peak times and we know that causes concern to passengers. To address this issue, Stagecoach is constantly seeking to find new and innovative ways of managing demand, for example by making it more attractive for people to travel by train during off-peak hours. Time Destination 08:07 Community engagement and learning Putting Stagecoach at the heart of communities

As well as providing lifeline transport For nearly 30 years, services and significant job opportunities, we are committed to investing in each of Stagecoach has been the communities we serve. a key part of local But Stagecoach's support for the community is not just about money - hundreds of our communities around employees devote their own time to local projects that make a real difference in the world. their area. “Supporting the community. Working with the community. Part of the community.”

That is the cornerstone of our business philosophy. We understand the strength of projects when working in partnership. At South West Trains, which operates across nine English counties, much of our focus is Learning, staff working on East Midlands on projects designed to give young people Trains recently celebrated Adult Learners' alternatives to anti-social behaviour. We have Week, organising a Learning Open Day for achieved this through schemes such as our staff and encouraging more people to get long-term support for the Carroll Youth the learning 'bug'. Centre, offering an alternative to the Four of our East Midlands Trains drivers are dangers of playing on the railways, and the first in the UK to achieve an ITQ sponsorship of youth clubs and sports qualification and we have developed a 'route teams in a range of locations. We are also learning' website to help familiarise drivers heavily involved in highlighting the dangers with the route they operate. of trespassing on railway lines. Through our 'Dunk the Junk' scheme, run in partnership with the Heat basketball team, we have visited schools across Surrey and , covering topics such as substance abuse, fitness and health, anti-social behaviour and the dangers on the railway. East Midlands Trains is working with Bombardier and the Prince's Trust charity on the ‘Get Into Railways’ scheme. This new initiative provides young people with practical skills to get started on a career in transport. And last year, £700,000 was donated by the Stagecoach Group to help many worthwhile causes, including health charities and local community projects in areas where Stagecoach provides lifeline bus and rail services. We take the development of our staff very seriously. In partnership with Rail Union Time Destination 08:08 Travel for all A diverse team serving a unique and diverse set of passengers

As a major employer, we also recognise Our people are central the need for on-going training and to the success of our development for all our staff, not just so they can do their job better, but so they business and we are can develop individually. As well as championing diversity amongst committed to providing Free travel our staff, we of course recognise that every a working and customer we serve has their own specific All our trains nationwide individual needs. Accessibility is a key factor travelling environment in providing attractive public transport are fully for Guide Dogs services. On the South West Trains network, that treats all as part of the 'Access for All' programme, wheelchair for the Blind we have been rolling-out a package of individuals fairly and measures to improve disabled access. To accessible dog trainers support the access of wheelchair users to with respect. our network, we are committed to providing wheelchair users with accessible taxis from their local station, at no extra charge, to their nearest accessible station. On top of that, all of our trains are fully wheelchair accessible. Access for all is also about staff training and we continue to maintain links with disability groups to ensure both the needs of our passengers and employees are considered. At Sheffield Supertram, for example, the first of our have been refreshed with textured grab rails and improved seating layouts to help passengers with visual impairment. Stagecoach also has a national agreement with Guide Dogs for the Blind TRY that allows dog trainers free travel on our buses and trains. South West Trains hold 'Try the Train' days the at numerous stations across the route. These events, including free travel, introduce trains to disabled people and those who are TRAIN elderly or who have special educational needs and who may not know the extent of the accessibility of the trains. Similarly, in partnership with Surrey County Council and Hampshire County Council, South West Trains has arranged the provision at stations Special South West Trains ‘Try the Train’ of disabled ramps, low counter ticket events at numerous stations introduce windows and improvements to passenger disabled people, the elderly and those waiting areas to make them more accessible with special needs to trains for disabled people. Time Destination 08:09 Environment Sustainable transport, sustainable business

Buses and trains produce significantly driving customer behaviour. We believe Increasing environmental less carbon emissions per passenger this represents a significant opportunity and sustainability is a key than the car and we can help protect the we are actively marketing our greener, environment by encouraging people to smarter travel services to our customers, issue for Stagecoach make less use of the car and domestic working closely with local authorities and airlines, and get on board public the Government. and its customers. transport as much as possible. But we are not willing to just stop there. We We know that Stagecoach is continuing a major drive to want to ensure that our operations are as make its own business more sustainable and environmentally-friendly as possible. encouraging people onto attract more people to travel by bus, coach, Stagecoach was the first company to train and tram. The Group's wide-ranging introduce Plusbus, an award-winning service public transport is good strategy includes investment in renewable which enables people to add a bus pass to fuels and cleaner engines, state-of-the-art either end of their train ticket. This for the environment. energy efficient facilities, water and waste encourages people to use public transport recycling initiatives and offering businesses to reach the train station, or their final green travel incentives for their employees. destination, rather than driving to and Research by Stagecoach has confirmed that from the station. environmental concerns are increasingly Stagecoach is working hard to ensure that our energy use is as sustainable as possible. rainwater harvesting measures. In some of Metrolink, 's system, is our train cleaning facilities, up to 75% of the the only train system in the UK running solely water used cleaning the carriages is recycled on hydro-electricity. South West Trains is to use again. We are also introducing a new also currently trialling biodiesel on one of its Group carbon management initiative to more diesel units running between London and the accurately assess our carbon footprint, West of England. The results of this trial will share best practice across our bus and rail be analysed in early-2009 and could have a operations and improve even further the significant impact for the diesel fleet in the sustainability of our business. future. We are also trialling regenerative braking, which again could have a significant and positive impact on our train fleet in the future. Stagecoach is also testing the UK's first Bio- Up to buses, which run on 100% biodiesel. The bio-fuel is manufactured from used cooking oil and other food industry by-products, which are from sustainable sources that do not involve the destruction of natural 75% habitats or compete with the human food chain. The environmental project even allows of water used for customers to exchange used cooking oil for discounted bus travel! cleaning carriages Stagecoach is proud of keeping its buses and trains clean to provide a pleasant is recycled travelling environment for our customers. But protecting our environment is even more critical. We realise water is a precious resource Water is precious: our businesses have and our businesses have invested in more invested in enviro-friendly washers and environmentally-friendly washers and rainwater harvesting machines. To find out more about Stagecoach Rail and its plans for the South Central franchise please contact:

Graeme Hampshire, Bid Director Stagecoach Rail 41-45 Blackfriars Road London SE1 8NZ T: 020 7620 5834 [email protected]