Norfolk Bus Forum Minutes Held on: 14 July 2016 Venue: Council , County Hall

Present: Mary Dorrell (Chair) – Martin Stringfellow – Norfolk Women’s Institute County Council Niki Park – Norfolk County Liz Withington – Jeremy Wiggin – Norfolk Council Sheringham Town Council & County Council Norfolk Women’s Institute Richard Pengelly – West Tina Eastoe - Norfolk & Steve Royal – KonectBus Norfolk Community Transport Association for the Blind Edward Bates – Norfolk & Paul Pacey – Accessibility Jeffrey Anderson – Bus Norwich Association for the Group Users UK Blind Louise Coward – Transport David Jordan - First Cllr Judith Lubbock - City Focus Council Apologies: Natalie Halsall – City Patricia Wilson – Norfolk College Norwich Older People’s Strategic Partnership Linda McCord – Transport Jane Simpson – City Focus College Norwich Minute Taker: Naomi Alden – Norfolk County Council Cfi: Action

1.0 Welcome, introductions, apologies and minutes

Chair welcomed all to the meeting and asked attendees to introduce Chair themselves.

Apologies announced

1.1 Agreement to minutes of last meeting All

3.1 last sentence “Pace” needs amending to “Pacey” amend Minute taker To be published on NCC website linked to WI website Bus Martin Forum page Stringfellow

All agreed to be true and correct.

C:\Users\eitam\Documents\Editing\Minutes 14 July 2016.doc Page 1 of 7 16/12/2016 2.0 Action points from previous meeting

2.1 Amendments to the NBF constitution Chair

All agreed.

2.2 Action as part of Integrated Approach to Disability. Martin Stringfellow Will be discussed at item 5.

2.3 Forum Planning for October Chair It was agreed that the agenda and planning meeting for the panel of the October open meeting will be combined and will take place on 28 July.

3.0 Transport Focus

3.1 Survey Report

Report presented. Louise Howard on behalf of Q&A Linda McCord

Why was the response so low from the 16-18 age group? Martin The response demographics are reflective of the Stringfellow demographic on the buses. The bus sampling, which determines where responses are gathered, tries to take account of all age groups. Efforts and initiatives have taken place to encourage bus use by this group with fare promotions, advertising, etc and we try

to analyse when we can. Only 48 passengers questioned in this group so not able to do a separate report. The response rate is 25% and questionnaires are given out as hard copy and we are looking to offer online versions to make this more attractive and engaging for younger passengers.

Can you break down the results to show geographical background? Jeremy Wiggin Particularly interested in the results regarding availability of information at stops as Norfolk County Council has worked hard on this area.

We should be able to do this and provide you with feedback.

What do you ask them in the survey relating to bus stop information? We ask for comments on whether there is enough Jeffrey information, if it is correct and if it is available. It is very useful Anderson to read the verbatim comments as these explain people’s

issues in more detail.

C:\Users\eitam\Documents\Editing\Minutes 14 July 2016.doc Page 2 of 7 16/12/2016 How do people get hold of the survey? They are given out on the bus and we ask people to take them away, complete them and return them to us in the post. Cllr Judith Lubbock

4.0 Publicity and Information at Stops

With declining budgets we have been in discussions with operators Jeremy Wiggin on how we can provide passengers with consistent information at bus stops in Norfolk and we looking to hand back control to the operators.

Single operator stops will provide main operator information and will include any minor buses e.g. market day routes. On these types of stops company information can be displayed including contact details, twitter accounts and company artwork. If operators want Norfolk County Council to do this there will be a charge. If operators decide they do not want to put information at a stop, Norfolk County Council will decide if it is needed and if it can be afforded.

If two operators serve the same stop, operators have freedom to put information in a two timetable case. Busy bus stops including Norwich City Centre, Market Gates, will continue to have timetables provided by Norfolk County Council but these will only be changed on a quarterly basis. If operators want to update more regularly they will have to do this at their own cost. Bus stops with multiple operators will continue to be updated by Norfolk County Council but again on a quarterly basis.

Bus stop flags will not be changed and will remain Norfolk County Council branded to ensure consistency. Workshops have been completed, proposed changes have gone to operators and we are awaiting final responses.

Q&A

Can promotions be added? Yes, as long as the minimum information is supplied then it is up to Jeffrey the operators how they fill the rest of the space. Anderson

Can triangular cases be used? We would welcome working with larger operators on timetables, paying towards the costs. Richard Possibly. We need to ensure that operators do not stick information Pengelly on top of each other so may be able to work with operators on type of timetable and case.

Can we ensure we continue with large print as this is very important and is being picked up with various projects that the Edward Bates Royal National Institute for the Blind are working on?

C:\Users\eitam\Documents\Editing\Minutes 14 July 2016.doc Page 3 of 7 16/12/2016 This will be picked up.

5.0 Integrated approach to disability

The sub-group met in May and great input from all who attended. Martin Stringfellow Accessibility Launch Norfolk County Council will be producing a one stop shop webpage on its website regarding accessibility and will contain links to all the operators’ information pages too. The new area will be going on the Public transport web page https://www.norfolk.gov.uk/roads-and- transport/public-transport/public-transport-accessibility Also the refreshed Norfolk bus charter will include more info around accessibility, including disability awareness training for drivers.

Safe and better journey cards These have been finalised using the design that First produced. Passengers will be able to print off these cards or obtain pre-printed cards from , First Travel shop, local libraries and information hubs. The first batch has been produced which are perforated but are quite flimsy so we will be look at producing thicker versions next time. Will discuss with operators branded bus forum wallets which are not hugely expensive but will need to look for sponsorship and feedback on this will be sought. Looking at a launch date of 28 July at 1pm with a press release and photo opportunity at WI offices on All Saints Green in Norwich or the bus station. Bus should be available at the bus station for photo opportunity. Separate launch and press coverage will be arranged for the bus hailers as the proof is coming next week but needs to be road tested first by volunteers.

Mobility Scooters Would like to provide a consistent approach throughout Norfolk across all operators. Discussed CPT guidance but not all operators happy with this approach as don’t feel the guidance is fit for purpose. Currently only 2 types of scooters can access buses so if the passenger does not have a CPT card you cannot get on a bus. Would like the bus forum to lobby for some changes to the guidance and for a consistent approach that all operators are happy with.

6.0 NTAG

6.1 Key transport Issues

An NTAG representative did not attend the meeting.

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7.0 Information Exchange

7.1 Norfolk County Council

The end of the academic year is a hectic period around school transport, reviewing contracts for September.

Formal meeting will take place regarding concessionary fares and reimbursement. Now in the third year of the scheme and need to discuss next few years and how we reimburse operators for journeys taken.

Total transport project being undertaken around understanding why people have transport problems in rural areas. Focussed on South Norfolk and Breckland and a survey has gone out asking what the barriers are and how passengers would like to access information on travel. Results due end of August and will feed back after this date. Also looking at mapping unconventional transport, looking at all community car schemes, dial a ride, to identify gaps in the county.

Looking to ensure that the Older Person’s Strategic Partnership are properly represented at these meetings and are invited to the launch on 28 July.

7.2 Operators

First – Further to the open meeting last year and the launch of the new ticketing scheme, M ticket sales are growing faster week by week than anywhere in the country. This is having a positive effect on dwell times at stops and the wellbeing of other passengers. 5% increase week on week using phones and flash cards on app. M tickets and travel apps don’t talk to each other but being pulled together into one. Refreshed brand, repainting blue buses, green buses will be next. Stable network over next year without chopping and changing, will focus then on quality and type of information we give to people in Norwich and Norfolk. Also looking to encourage people who don’t currently use buses.

West Norfolk Community Transport – Two new services recently launched. Too early to say if they will be successful but feedback good. Looking at other areas with Norfolk CC and parishes to expand coverage. Please remember us on concessionary as we do take passengers.

Konect – Continuing to review network. Taking over current Anglian service between Norwich and Yarmouth, providing wi-

C:\Users\eitam\Documents\Editing\Minutes 14 July 2016.doc Page 5 of 7 16/12/2016 fi enabled buses and incorporating the Postwick park and ride service. This will create a new park and ride facility between Norwich and Great Yarmouth starting in the summer school holiday. Expansion in Great Yarmouth including 61 service and the number 7 extending to Caister in peak times. Services 11 and 1 / changing and the 21 Swaffham/Kings Lynn being withdrawn. Seeing growth on network particularly with park and ride. Want commercial growth with people who don’t usually use buses filling up seats rather than adding new routes, taking people from cars rather than other bus companies.

Please see: http://www.firstbus.co.uk/ http://www.konectbus.co.uk/news/ http://www.norfolkgreen.co.uk/news/index.aspx http://www.sanderscoaches.com/news/index.aspx http://www.anglianbus.co.uk/news/

7.3 Other stakeholders

Norfolk & Norwich Association for the Blind – Good feedback received regarding drivers with good support and service received personally. Currently working with Jeremy Wiggins on an issue with the talking device on the key fobs which have been very useful and works by relaying spoken information from bus stops. Looking to update the key fob to make it more user friendly with simpler tactile buttons. Also in the early stages of design for Nexus App.

Bus users UK– Asking about proposed Christmas services and what the plan is to cover 26 and 27 December this year as they are both bank holidays and last years’ service was felt to be inadequate. First and Konect confirming that Boxing Day will still be a holiday. First and Konect confirmed Sunday services will run on 27 December and 2 January and Konect will be running P&R buses on News Year’s Day, and on Sundays from October half term.

Accessibility Group – Who was on the design committee when planning the castle meadow travel shop? Design met all necessary requirements however when the travel shop was opened access was found not to be fit for purpose. Therefore access is being re-assessed and upgraded.

Norwich City Council - Update requested on where operators are with adapting buses to improve air quality further to funding provided by Norfolk County Council. Surveys have been undertaken on 24 vehicles, devices have

C:\Users\eitam\Documents\Editing\Minutes 14 July 2016.doc Page 6 of 7 16/12/2016 been fitted and will start to be rolled out next month. JW confirmed that the bus charter previously mentioned will have a section regarding the responsibility of drivers to turn off engines whilst in a stationary position. Air quality will be tabled for the January meeting for a fuller discussion.

8.0 Any other business

WI and Norwich City Council are heavily involved in the “Norfolk Says No White Ribbon Campaign” which raises awareness about domestic violence. Operators could see no problem with buses wearing white ribbons in support and this will be picked up outside the meeting.

9.0 Dates for future meetings

Planning meeting in August (second half)

Public Meeting 8 October 2016 (Sat) - The Auditorium, The Forum Norwich (provisionally booked) 1030-1300

12 December 2016 - County Hall, Edwards Room 1030-1300

Date and Venue of Next Meeting:

8 October 2016 1030-1300 hrs

The Auditorium The Forum Millennium Plain Norwich NR2 1TF

Signed: Dated:

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