BUS ALLIANCE PERFORMANCE UPDATE MERSEYTRAVEL COMMITTEE 5 TH JANUARY 2017
Bus Alliance – aims and objectives For Merseytravel, bus operators and the City Region to align behind common goals and work together to drive social and economic growth for the LCR Aims: � To grow fare paying patronage � To quickly and significantly improve the experience for bus customers Outcomes: � 10% fare paying passenger growth � Industry leading customer satisfaction levels � Reduction in cost of the supported bus service
Bus Alliance: Bus Strategy Delivery Arm Bus Strategy � New Bus Strategy adopted by LCR Combined Authority in April 2016 � Part of a multi-modal approach – new strategies for Bus, Rail, Ferry & the emerging tunnel strategy � Bus Alliance developed in support of the Bus Strategy
Headline Achievements So Far (2016/17) � Joint Working Implemented � Formally Constituted Enhanced Governance & Wider Joint Partnership Working Arrangements Put In Place & Working � Joint Investment Delivered � 2016/17 Investment Of £30.5 Million On Target For Delivery � Savings Secured � On Target To Deliver Cumulative Ongoing Net Savings Of £5 Million By March 2018 � Demonstrable / Measurable Service Improvement Process Put In Place � Performance Management Framework – Monitored Milestones On Target For Delivery � 2017/18 Annual Business Planning Process Commenced � To Secure Further Continuous Measurable Service Improvement In Respect To Both Quality & Cost � Proposed Joint Investment Plan Initiatives On Target For Formal Approval In March 2017
Bus Al l i ance: Partnershi p Worki ng Structure Joint Alliance Stakeholder Board Board Programme TAG Board 6 x Servicestreams (1) Network Design (2) Customer Development & Growth (3) Reliability & Punctuality (4) Customer Experience On – Bus (5) Customer Experience Off-Bus (6) Smart Ticketing
Wider Joint Partnership Working P ut I n P lace Wider Partnership Membership Alliance Partner Membership � Stephen Joseph (Campaign for Better Elected Members Transport) Chair of Joint Alliance Board � Kate Willard, member of the LCR LEP � Cllr Rob Polhill, Chair of Alliance Stakeholder Board � David Sidebottom , Director of Transport Focus � Cllr Liam Robinson , Vice Chair of the Alliance Stakeholder Board � David Brown , Chief Executive, Transport for the North � Cllr Ron Abbey , Merseytravel Committee Lead for Bus � Andy Snell , Liverpool & Sefton Chamber of Commerce Senior Management � Michelle Cameron , Wirral Chamber of Commerce � Frank Rogers , Merseytravel, Chair of the alliance Programme Board (Lead Officer � Senior Traffic Commissioner (invited) for Transport for LCR) � Peter Costello , Senior Representative of � Kevin O’Connor , Managing Director, Merseyside Police Arriva UK Bus � Richard Perry , NW DfT Representative � Bob Montgomery , Managing Director, Stagecoach UK Bus � Mick Noone , Key Route Network
2017/18 Business Planning Process Demonstrable Service Development & Improvement
Bus Alliance – successes to date
Business Planning : The Business Planning Workshop identified potential initiatives for each Servicestream that are to be taken foreword for consideration for inclusion in the 2017/18 Business & Investment Plan Servicestreams: � Network Design To � Punctuality & Reliability � Smarter Ticketing Servicestream � Customer Experience On – Bus Business Planning � Customer Experience Off – Bus Process � Customer Development & Growth making bus
Business Planning: Network Development 2016 / 17 Key Deliverables Secured � Network Reviews: St Helens, Kirkby, Sefton, To � 24/7 bus service six month trial � Introduction of John Lennon Airport Service develop � Supported Bus £5 million saving on target and optimise a 2017/18 Proposed Key Initiatives bus � Implement Sefton, Liverpool & Wirral Network Reviews network � Complete Knowsley (Excl Kirkby) that places Network Review bus at the � Assessment of further enhancements heart of a to John Lennon Airport � City centre bus routing strategy connected � Continued engagement with smaller region operators
Business Planning: Punctuality & Reliability 2016 / 17 Key Deliverables Secured � Delivery of 2016/17 Punctuality & Reliability Capital Programme � Provision of Information / Service Delivery Targets � Average speed of vehicles core corridors � Punctuality of bus services at origin To � Punctuality of bus services at destination � Lost mileage optimise � PVR changes as a result of punctuality bus � Slab Track – Replacement Bus Service punctuality 2017/18 Proposed Key Initiatives and reliability � 2017 /18 Punctuality & Reliability Capital Investment � Key Route Network and build � Hotspots /Bus speeds/ journey times / customer Passenger boarding / RTI reporting � Roadworks -Planned and unplanned confidence � Intelligent transport systems � Other Considerations � Major events transport board / Slab Track / Lime Street � Priority for buses (including red routes) � Parking enforcement
Business Planning: Smarter Ticketing 2016 / 17 Key Deliverables On Target To Be Secured By March 2017 � weekly Arriva and Stagecoach tickets on to Walrus Platform -January 2017 To � paper-based Adult Solo Day ticket (sold on bus) – Jan 2017 offer � Solo Merseyside 1-zone ticket – March 2017 simpler, � Solo weekly on sale from bus – March 2017 easier to 2017/18 Proposed Key Initiatives understand � Introduction of new Solo Young Persons 4-week ticket customer � Introduction of carnet of Solo day tickets on Walrus focussed � Retail of Operator and Solo 4-weekly tickets via online portal smarter � Retail of Operator and Solo weekly and weekly tickets via ticketing online portal � Retail of Solo Carnet via online portal
Business P lanning: Customer E xperience On - Bus 2016 / 17 Key Deliverables Secured � £17 million Investment In New Buses � Award of £4.9 Million OLEV Bid / biomethane, hybrid or electric buses To � Average Age Of Fleet less than 7 years old improve � 90% of Fleet Fitted with Wi-Fi � Commencement of Driver Customer Care Training customer perception 2017/18 Proposed Key Initiatives and the � Provision of new buses � Driver Customer Care Training Course (Rolling customer Programme) experience � 95 % of Operator’s local bus fleets fitted with Wi-Fi � Further review of in service bus cleansing arrangements on-bus � Review vehicle interior design layout and other options for enhancing the customer experience. � Provision of CCTV TV information screens � Review driver change over arrangements
Business P lanning: Customer E xperience Off-Bus 2016 / 17 Key Deliverables Secured Kirkby Bus Station -14 th October 2016 � � Bus Information Product Catalogue � Improved Customer information at Bus stops To � Real Time Information Strategy improve the � Commence Bus Stop Flag Renewal customer Programme experience One Point of Contact (Facilitation ) � off-bus making it 2017/18 Proposed Key Initiatives easier for � One Point of Contact Implementation � Expand one point of contact to include social media customers to � Completion of Bus Stop Flag Renewal Programme get � Review potential for developing Alliance On Line Presence information � Implementation of RTI Strategy and give � Review potential of Combined / Single On Line Bus App / Web Access feedback � Review /Simplify Maps & Customer Information
Business P lanning: Customer Development & Growth 2016 / 17 Key Deliverables Secured � Promotional activity has included: � Launch Merseytravel tickets on Walrus To � Merseytravel zone structure changes � The opening of the new Kirkby bus station grow the � Revised Kirkby network market � St Helens network launch � Night bus implementation for bus � Improved links from John Lennon Airport to City � Appointment of marketing agency by � Profile of New Bus Fleet making bus 2017/18 Proposed Key Initiatives the mode � Implementation of bus promotion campaign of � Promotion and support of specific Servicestream initiatives choice � One Point of Contact � Consistent customer branding � Smarter ticketing � Sefton, Liverpool, Wirral Network Review - Implementation � Complete Knowsley (Excl Kirkby) Network Review
Alliance Business Plan: 2017/18 Timeline Business & Investment Plan Development & Approval Process completed Programme Business Programme Programme Joint Programme Board Planning Board Stakeholder Board Alliance Board Finalised 1 st Draft 2 nd Draft 3 rd Draft Workshop Board Board Business Plan NOV MAR OCT DEC OCT JAN FEB 16 22 7 11 13 16 10 25 22 22 25 Servicestream Deadline Servicestream Servicestream Review / Draft for Revised Draft Combined Proposals Servicestream Business & Draft Business Proposals Investment & Investment Plan Plan Note : The Business Plan will be considered to be draft until final approval is given by all parties in March 2017
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