Arriva for your whole journey
Arriva Group Our journey began in 1938 when the Cowie family opened a second-hand motorcycle shop in Sunderland – little did we know then it would be the first chapter in an incredible story that would see us grow to become a pan- European operator. Today Arriva is one of the largest providers of passenger transport in Europe, employing more than 60,000 people and delivering more than 2.2 billion passenger journeys across 14 European countries each year.
Our operations Our scale and expertise mean that we can operate a range of transport modes across our group: Bus Trains Water Bus Trams & Metros Cars & Ambulance • Local, commercial services • Inter-city services • Canal/harbour buses • Joint ventures • Non-emergency patient transport • Contracted services • Rural, commuter lines • Contracted services • Contracts • Special educational needs • School services • Long distance mainlines • Station management transport • Tendered services • Station management • Under/Overground • Social care transport • Under/Overground • Maintenance • Maintenance
Where we operate We work in a variety of different environments and have a wealth of experience of different transport markets: Croatia Portugal 270 employees, 125 buses. 5,800 employees, 3,455 buses, 18 trains, 126 trams Czech Republic 3,100 employees, 1,960 buses, Serbia 5 trains 770 employees, 295 buses Denmark Slovakia 3,800 employees, 1,180 buses, 2,390 employees, 1,335 buses 43 trains, 400 cars, 4 waterbuses Slovenia Hungary 980 employees, 550 buses 1,170 employees, 420 buses Spain Italy 900 employees, 455 buses 3,330 employees, 2,350 buses, Sweden 6 trams, 4 waterbuses 3,190 employees, 755 buses, Netherlands 161 trains, 51 trams 3,500 employees, 1,020 buses, UK 101 trains, 13 waterbuses 29,500 employees, 5,250 buses, Poland 769 trains, 450 patient transport 1,300 employees, 700 buses, 26 trains vehicles
Arriva UK Bus With a fleet of 5,250 buses, Arriva is one of the largest operators in the UK, providing services in London, the north east and Yorkshire, north west and south east of England, the midlands and Wales.
The Geography Arriva North West & Wales £163 million Turnover 1019 Buses 2591 Drivers 286 Engineers 241 Other 14 Garages (plus 4 Outstations) 6
Arriva Merseyside
Arriva Merseyside TURNOVER £110 Million EMPLOYEES 2,057 FLEET 659 TOTAL PASSENGERS CARRIED 74 Million 8
Arriva Merseyside Special Events Southport Flower Show Park & Ride 1998-2017 Aintree Grand National Park & Ride 2000-2017 BTR Liverpool Half Marathon 2006-2017 Liverpool Airport “Airside Shuttle” 2007 & 2016 Park & Ride – Tall Ships 2008 Creamfields Shuttle Service 2008-2017 Slabtrack – Liverpool Rail Replacement 2017 Sound City 2015 & 2016 Merseyrail Electrics Call-out Contract 2015 & 2016 9
Plans Dynamic Management
Contingencies
Calendar of Events Weekends different Football games ETC Lime Street closure
Support & Escalation Arriva Manager dedicated 0600 -1900 & weekends Direct contact phone (incoming calls only) Lead supervisor 0400 - 0600 & 1900 - 0100
Supervision Dedicated team Continuity is key Radio contact Radio code Hi Viz
Drivers Dedicated & hand picked Customer service is key 7 Hour Induction each Full route familiarisation Route learned to TBS Work as instructed Able to follow instruction
Preparation & Delivery
Investment in 2017 - £23 Million Average age of Fleet - 5.8 years 17
Arriva Northwest and Wales Protecting our environment – Destination Green Working with our communities to deliver a better and easier to use bus service for all Caring for our communities and helping them prosper
Working with our sponsorship partners to deliver a robust community programme Arts and Music Nurturing talent Reader Foundation Welsh RU Junior team • • River Reeves Foundation Widnes • • Everyman Theatre St Helens • • Winsford boxing • Caring for our community Young people Environmental • Working with disability groups to make bus easier and Welsh RU Junior team • • more reassuring Widnes • Zoes Place • St Helens • Tranmere • Speke schools football • Widnes • Dangerpoint Wales • St Helens • Liverpool One • North Wales Tourism Awards • Bangor, Rhyl, Marine, Runcorn Town and Llandudno FC •
Marketing Initiatives 20
Bringing these to life Reader Foundation River Reeves Foundation Collaborative work for the Rosen Exhibition • Vinyling 4 buses around Warrington to mark • the anniversary of Viola Beach band members Donation of static bus for Calderstone Park to • passing develop an adventure area by the Story Barn Schools reading project utilising our schools Supplying a working bus to be converted by • • liaison officers and working with trains Arriva into a Music Studio and Theatre bus to colleagues supply music tuition and recording facilities Provision of non working buses to provide plus other arts based projects into schools for • office accommodation disadvantaged communities On-going collaboration to support socially • Supporting the River Reeves Rivfest 2017 at • isolated individuals coming together at the Priestley College Reader foundation Working with RRF on launching the River Rees • School of performing Arts Everyman Theatre Discussion around provision of buses for the • Provision of tickets for key projects • Super Academy schools project in Warrington Access to the Theatre bus – arts on the move • – for key performances Working with disadvantaged communities • bringing arts and drama
Bringing these to life Other partnerships Zoes Place Tapping into the CSR initiatives of our sponsorships to help Continue to support Zoes place via a golf day to raise • • support the local communities much needed funds to support the charities aims Tranmere Preferred transport provider • Sponsoring the Café (Bus Stop?) and inviting communities • in to learn healthy habits and developing a cooking academy Supporting this with 2 Bus Kitchens which can be used to • feed the homeless, at key events and at Christmas to bring Christmas to disadvantaged communities Bringing Futsal to the area working with Tranmere •
People Update � We currently have 21 apprentices and will be welcoming 5 more in 2017 � We currently have 2 graduates and will be welcoming 2 more in 2017 � All of our drivers will receive Customer Service training through the partnership with the Alliance � Our National MAD (Make a Difference) awards take place in April; 25 nominations were put forward for the North West, and we were shortlisted in 3 different categories � Long Service Awards are currently given to staff who have completed 25, 30, 35, 40, 45 and believe it or not – 50 years! 23
People Update � Our Customer Survey results showed 3 North West garages placing in the top ten � Our Employee Survey results continue to be the strongest across UK Bus with an average Employee Satisfaction score of 4 (out of 5) � One of our highest rated questions in the Employee Survey results for the North West is “I understand what I can do to help deliver excellent service to our customers“. 90% of responded favourably to this question 24
Arriva’s New Brand
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