Buses in Wales 2017 / Bysus yng Nghymru 2017 by Passenger Transport Publishing Ltd

BUSES IN WALES bysus yng nghymru 2017

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BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

CROESO

WELCOME

Croeso i bysus yng nghymru 2017, cyhoeddiad am y prif ddull o drafnidiaeth g yhoeddus y ng Nghy mru. Cy nhy rchw yd y cyhoeddiad hw n gan passenger transp ort i g yd-f y nd ag Uwchg y nhadledd Gwasanaethau Bws Llywodraeth Cy mru y n Wrecsam ar Ionaw r 23. Mae'r cyhoeddiad hw n y n cy nnw ys cy franiadau gan amr yw iaeth o sef ydliadau sydd Ă˘ diddordeb mew n g wasanaethau bysus y ng Nghy mru, gan ddathlu llwyddiannau ac ysty r ied y r heriau sydd y n ein g wy nebu

Welcome to buses in wales 2017, a publication dedicated to the main mode of public transpor t in Wales. This publication from passenger transp ort has been produced to coincide w ith the Welsh Gover nment's Bus Ser vices Summit in Wrexham on Januar y 23. It features contr ibutions from a var iety of organisations w ith an interest in bus ser v ices in Wales, celebrating achievements and consider ing the challenges that lie ahead

FO R EWO RD

JUSTIN DAVIES

B EV FOW L ES

Ken Skates AM, Cabinet Secretary for Economy and Infrastructure

Chair of CPT Cymru says there could be many more success stories in Wales

Vice-Chair of CPT Cymru is concerned about the future of smaller operators

ATCO CY M RU

BUS REGU LATION

BUSINESS WA L ES

CTA

Using Bus Service Support Grant to improve bus quality in South East Wales

Traffic Commissioner for Wales, Nick Jones, on new devolved powers

Helping Welsh businesses to achieve their ambitions

How community transport works - and ideas the Bus Summit should consider

BUS US E RS CY M RU

TRANSPORT FO CUS

A R R I VA

Margaret Everson says the organisation is in a unique position to bang the drum

David Beer outlines his organisation's research-based approach

Flagship project aims to bring together local bus services with the railway

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CARD I FF BUS

FIRST CY M RU

STAG ECOACH

O MNIBUS

T I C K ET ER

Cynthia Ogbonna has a vision to place operator at the heart of life in Cardiff

Operator has successfully revitalised a diverse range of bus services

Nigel Winter says there is no bus crisis in Wales, but action is still needed

Software supplier helps bring fares data to the Welsh bus user

Working closely with Welsh bus operators to deliver ticketing solutions

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BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

RHAGAIR ~ FOREWORD ros y chwe mis diwethaf rwyf wedi cynnal nifer o sgyrsiau gyda defnyddwyr, gweithredwyr ac arbenigwyr am y ffordd mae ein system drafnidiaeth yn gweithredu. Yr hyn sydd wedi dod yn glir o’r trafodaethau hynny yw bod ein rhwydwaith trafnidiaeth yn llawer mwy na system gludo. Mae’n rhan o’n bywydau pob dydd ac mae’n cysylltu pobl a chymunedau â swyddi a gwasanaethau. Mae’n cysylltu busnesau â marchnadoedd, gan hwyluso masnach, cyfnewid a theithio. Yn llythrennol, mae’n creu cyfleoedd newydd. Yn Symud Cymru Ymlaen nododd y Prif Weinidog ddull newydd o gyflawni blaenoriaethau’r Llywodraeth. Roedd hyn yn cynnwys blaenoriaethu’r camau gweithredu a’r prif ymrwymiadau, yn ogystal ag ymrwymo i ddatblygu a chyflwyno pedair strategaeth drawsbynciol i ddiffinio’r cyfraniad ehangach y gall bolisïau’r Llywodraeth ei wneud. Bydd y strategaethau, Ffyniannus a Diogel, Uchelgais a Dysgu, Iach ac Egnïol ac Unedig a Chysylltiedig, yn cynnwys ffyrdd newydd o weithio a chydweithio ag eraill i ddatblygu atebion arloesol i’r heriau rydym yn eu hwynebu. Mae trafnidiaeth yn codi fel galluogwr yn y pedwar maes. Mae ein rhwydwaith bysus yng Nghymru yn ganolog i’n gweledigaeth i Symud Cymru Ymlaen. Mae mwy o bobl yng Nghymru yn defnyddio bysus na threnau fel trafnidiaeth gyhoeddus yn lle eu cerbydau modur preifat wrth deithio i’r gwaith, ysgol neu weithgareddau hamdden. Mae ein rhwydwaith bysus yn cludo oddeutu 101 miliwn o deithiau teithwyr bob blwyddyn. Mae ein cynllun tocynnau teithio rhatach wedi helpu cannoedd o filoedd o bobl i gyrraedd ysbytai, siopau a gwasanaethau hanfodol. Llynedd gwnaeth ein gwasanaethau bysus pell gludo 1.5 miliwn o deithwyr ar draws Cymru - y nifer mwyaf erioed. Rydym yn parhau i ddatblygu’r gwasanaethau hyn ac mae datblygiadau newydd yn cynnwys gwasanaeth peilot rhwng Aberystwyth, Caerfyrddin a Chaerdydd. Rydym hefyd wedi diogelu’r prif lwybr sy’n cysylltu Abermo â Wrecsam ar ôl i’r gwasanaeth bysus diwethaf ddod i ben. Ond, wrth edrych i’r dyfodol, hoffwn sicrhau ein bod yn cael canlyniadau cymesur ac yn cael y gorau o fuddsoddiad enfawr y sector cyhoeddus yn ein rhwydwaith bysus. Hoffwn weithio gyda darparwyr i gynnal y llwybrau bysus yn ein cymunedau. Mewn rhai achosion bydd angen

ail-siapio’r rhwydwaith a’r gwasanaethau i wynebu’r heriau newydd, megis ein huchelgais ar gyfer y Metros yn y gogledd a’r de. Yn ôl ym mis Medi 2016, cyhoeddais gynllun pum pwynt i gefnogi cwmnïau bysus lleol yn y tymor byr ar draws Cymru. Fel rhan o’r cynllun byddwn yn cefnogi cwmnïau bysus lleol gyda chymorth proffesiynol. Byddaf yn gweithio gyda’r Cydffederasiwn Cludiant Teithwyr ac Awdurdodau Lleol i archwilio sut y gall rhwydweithiau bysus lleol cynaliadwy gyfuno effeithlonrwydd y sector preifat yn fwy effeithiol â chyfrifoldeb cymdeithasol y sector cyhoeddus. Bydd ein huwchgynhadledd bysus genedlaethol yn Wrecsam ym mis Ionawr 2017 yn rhoi ffocws i’r gwaith. Bydd yn dod â phob parti, gweithredwr, awdurdod lleol, grŵp hygyrchedd a grŵp teithwyr sydd â diddordeb at ei gilydd i ystyried sut y gallwn gyd-weithio i ddarparu gwasanaethau sy’n ariannol hyfyw, hygyrch ac, yn fwyaf pwysig, yn gynaliadwy. Gwasanaethau bysiau lleol rheolaidd yw sail ein system trafnidiaeth gyhoeddus, sy’n caniatáu pobl ar draws Cymru i gyrraedd y gwaith, apwyntiadau ysbyty, sefydliadau addysg a gweithgareddau hamdden. Ken Skates ac Ysgrifennydd y Cabinet dros yr Economi a’r Seilwaith ver the last six months I have had many conversations with users, operators, and experts about the way our transport system works. What has been clear in those discussions is that our transport network is much more than a transportation system. It underpins our daily lives, connecting people and communities to jobs and services. It connects businesses to markets, facilitating trade, exchange and travel. It quite literally opens up new opportunities. In Taking Wales Forward the First Minister set out a new approach to deliver the Government’s priorities. This included setting out priority areas of action and headline commitments, along with a commitment to develop and deliver four cross cutting strategies to define the broader contribution Government policies can make. The strategies, Prosperous and Secure, Ambitious and Learning, Healthy and Active and United and Connected, will involve new ways of working and collaboration with others to develop

innovative solutions to the challenges we face. Transport runs as an enabler through all four areas. Our bus network in Wales is central to our Taking Wales Forward vision. More people in Wales use buses as a public transport alternative to the private motor vehicle for their daily commute to work, for education and for leisure when compared to rail services. Our bus network accounts for about 101 million passenger journeys each year. Our concessionary fares scheme has helped hundreds of thousands of people to access hospitals, shops and vital services in its time. Last year our network of longer distance bus services carried a record 1.5 million passengers across Wales. We continue to grow these services, and new developments include a pilot service between Aberystwyth, Carmarthen and Cardiff. We have also safeguarded the key route that connects Barmouth to Wrexham after the demise of the previous bus provider. But in looking to the future, I want to ensure that we get full value and proportionate outcomes for the huge public sector investment that is put into our bus network. I want to work with providers to maintain bus routes throughout our communities. In some cases we will need to re-shape the network and services to meet new challenges, such as our ambitions for the Metros in north and south Wales. Back in September 2016, I announced a five point plan to support local bus companies in the shorter term across Wales. Under the plan we will be supporting local bus companies with professional assistance. I will be working with the Confederation of Passenger Transport and Local Authorities to explore how sustainable local bus networks can more effectively combine the efficiency of the private sector with the social responsibility of the public sector. Our national bus summit in Wrexham in January 2017 will provide a focus for that work bringing all interested parties; operators, local authorities, accessibility and passenger groups together to consider how we can collaborate to deliver services that are financially viable, accessible and, importantly, sustainable. Local scheduled bus services are, and will continue to be, the foundation of our public transport system allowing people across Wales to get to work, to hospital appointments, to education and to leisure activities. Ken Skates am Cabinet Secretary for Economy and Infrastructure

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BYSUS Y N G N GHYMRU

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BUSES IN WAL ES

Justin Davies, chair of CPT Cymru's bus commission, says there is a lot of interest in the new cabinet secretary, Ken Skates, and his statements about buses

BUSES NEED STABLIT Y justin davies, Chair of cpt cymru, says there could be many more success stories in the Welsh bus industry if a stable environment can be created. rhodri cl ark repor ts n transport circles, Wales has achieved notoriety in the past five years for dramatic annual reductions in bus passenger numbers. Scratch the surface, however, and you will find examples which buck the overall trend, says Justin Davies, chair of CPT Cymru’s bus commission. He points to Stagecoach South Wales’ inter-urban corridor from Abergavenny to Cardiff via Merthyr Tydfil and other towns. “You’ve now got a 15-minute frequency between Merthyr and Cardiff, a key corridor, with

improved vehicles, delivered now – without needing massive infrastructure on a railway.” Arriva has introduced highspecification Sapphire buses to the route that links coastal towns between Rhyl and Llandudno, says Davies, who is also managing director of First Cymru. “Work done by the government on the TrawsCymru network shows that well-marketed services with frequent headways do produce results.” There are also success stories in more localised markets. In September 2015, First Cymru introduced new routes serving Swansea’s new university campus.

“We’ve got buses running till 3.30am. We’ve had a tremendous response from students, the community, police and the nighttime economy, because we’re seen as a safe alternative to the taxi and we’re supporting the local economy. “It’s not just the big operators but smaller ones as well. Edwards Coaches, for example, are very consistent in their services from Llantwit Fardre and Pontypridd to Cardiff. Again, they invested in new vehicles.” He attributes the overall decline in Welsh bus patronage in part to economic changes. “Over the years, the Welsh economy has been

transforming from bulk minerals and rural economy into an economy that’s led by technology and education. It’s more officebased. Commuting distances have increased significantly.” This has wrong-footed longestablished bus services based on commuting and shopping in local town centres. “People are doing different things, which aren’t always easy to service by bus. “On top of that, there have been substantial local authority cutbacks. That naturally leads to decline.” Even where local authorities have curtailed hours of operation, rather than removing routes altogether,

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CPT CYMRU

the remaining core services could be damaged because some people will be forced to find alternatives – such as purchasing a car or arranging lifts with a car owner – to cover times such as evenings when the bus no longer runs. Davies also argues that the current growth in car traffic is unsustainable. “In our business, we’re seeing significant traffic congestion in Swansea which we haven’t seen of this nature before. That’s making the bus unattractive. We can’t maintain the timings we’ve operated previously. That makes journeys slower and unattractive. If buses and coaches can’t make their journeys regularly on time, people walk away. That’s definitely happening.” The Welsh Government’s South East Wales Metro programme of public transport improvements is focused on rail but also includes bus services, particularly for communities which are not rail served. Metro Phase 1 funding included £13m for bus priority schemes, but bus operators were disappointed when much of the money was awarded to highway schemes to ease the flow of all traffic through certain junctions, some of which are little used by buses. However, one of the Metrofunded schemes may signal a budding political appetite for bus priority in Wales. Cardiff council has installed bus lanes in the suburb of Birchgrove to ease journey times for buses from the north, including the Rhymney Valley, despite predictable opposition from a portion of the local electorate. The same authority has introduced camera enforcement of bus lanes. In 2015 it became the first council outside London to enforce yellow box junctions, an innovation which soon began to improve journey time consistency for bus users. Davies believes that public attitudes towards bus priority are changing in Cardiff because congestion there has become such an obvious problem. “Cardiff continues to be a strong economy. Lots of people want to go into the city,” he says. Attitudes may

be starting to change in other congested areas too. “People are now saying, ‘This is ridiculous. We can’t take our car reliably into Cardiff, Swansea or parts of Newport, so what alternative are you going to give me?’ “There needs to be a real restoration of transport planning, which was demolished in many ways by Edwina Hart and her decision to destroy the Regional Transport Consortia [during her time as transport minister].” Since 2014, new bodies have started to fill the void, including the North Wales Economic Ambition Board. The Cardiff City Region Deal includes a formal statement that a nonstatutory Regional Transport Authority will be established to coordinate transport planning and investment, in partnership with the Welsh Government. Davies is heartened by these developments. “There’s a definite desire to improve things, to grow the economy, to provide good public transport. That’s very welcome. It just can’t happen quickly enough.” He says the new regional bodies should draw on examples of good practice outside Wales. “The Eclipse project in Gosport and Fareham – a very congested area with high levels of car ownership – has an element of busway, but only a mile or two, on a converted former railway line. By changing the bus fleet, introducing Real Time Information and on-board Wi-Fi

and providing a very frequent service, passenger numbers have increased significantly. There’s double-digit growth every year. “The message is that people will respond if you introduce some bus priority and good vehicles, tell people where the bus is and make the bus look like a fast option.” He says the Vantage bus project in Greater Manchester, again involving conversion of a redundant rail route to busway, has received high customer satisfaction ratings. “Both of those schemes required a lot of capital investment, but the Welsh Government has got capital. If you look at the Fastway project around Gatwick, not a lot of that is on busway. Just by doing some sensible bus priority and giving the image of the bus that looks fast, you can make a transformation. It doesn’t have to involve massive highway schemes. If you can do that, you’re onto a real winner for comparatively low capital cost.” Wales could also learn from England that relatively modest capital grants can bring in greener bus technologies, says Davies. “It’s

“Wales could learn from England that relatively modest capital grants can bring in greener bus technologies”

Arriva's Sapphire-branded route between Rhyl and Llandudno is an example of success

a matter of regret that the green bus schemes and better bus projects which we’ve seen in England and Scotland haven’t been replicated in Wales, which means that, as far as I’m aware, there’s not one hybrid bus, gas bus or electric bus in Wales. “Wales prides itself on its special environment. People come here for our beautiful landscapes, but we can’t offer them transport which is greener.” The absence of low-emission or zero-emission buses is not a reflection of unwillingness by Arriva, First and Stagecoach to invest in their Welsh subsidiaries, he says. “I think the Plcs actually put a lot of effort into Wales. Stagecoach has substantially invested in its vehicle fleet in recent years and is continuing to do so. Look at the work Arriva has done in North Wales with Sapphire and First’s investment in my business in the past three or four years. “I’m not sure that this substantial investment is always appreciated and welcomed. We employ a lot of people between us. I think there’s a misunderstanding about the benefits of the Plcs in Wales. Yes, Wales does have a lot of small and medium enterprises in the bus arena, many of which do a very good job. They borrow money from somebody which they have to repay. Our money comes from shareholders who choose to invest in our parent groups, and our profits reward them for letting us have their money to invest.” Although the Welsh Government has frozen its Bus Services Support Grant at £25m since 2013, ignoring cost inflation, the Plcs have not lost faith. “We are very committed to Wales and its communities. There’s a lot of interest in the new cabinet secretary, Ken Skates, and his statements about buses and in the Bus Summit.” Davies observes that Giles Fearnley, managing director of First Bus, is attending the summit. “He very much wanted to take part and wanted to be seen to be part of the future conversation about public transport services in Wales.”

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CPT CYMRU

Bev Fowles, vice-chair of CPT Cymru, now runs a small company called South Wales Transport from a base in Swansea

SMALLER OPERATORS HAVE A BIG ROLE bev fowles, Vice-Chair of cpt cymru, is concerned about the future of smaller, independent operators. rhodri cl ark repor ts ew bus managers can rival the industry experience of Bev Fowles, who is starting a two-year stint as vice-chair of CPT Cymru’s bus commission. Today he runs a small company called South Wales Transport from a base in Swansea. His bus career began in London in 1972 and has included periods with the National Bus Company and later Badgerline and First subsidiaries. In 2002 he launched an ambitious attempt to grow a bus company from scratch through a flotation on the Alternative Investment Market. The experiment ended disastrously after three years, but the painful experience gives him a true insight

into the challenges facing some of Wales’ smaller operators today. Following several years of reduced funding – and declining passenger numbers – for Welsh buses a whole, three significant independent bus companies in Wales ceased trading in summer 2016. One of them, GHA Coaches of Wrexham, happened to be based in the constituency of Labour Assembly Member Ken Skates, who had recently become the Welsh Government’s economy and infrastructure secretary. His role includes transport. “He is taking the problem seriously,” says Fowles, referring to the bus industry’s difficulties. “It’s probably been thrust in his face in his constituency, but he’s got the civil servants motivated as well. You couldn’t have picked

a more informed bod. He is up to speed with the problems facing the people of Wrexham. He’s looking across Wales and saying ‘I think we had better address this’.” Fowles argues that the bus industry urgently needs greater stability, following funding cuts and changes to the concessionary travel scheme in recent years. “Everything seems to be so short term, because of uncertainties with budgets at a local government level. That has a knock-on effect on the service the bus industry can provide. “The Welsh Government has announced that the older persons’ concessionary scheme is only guaranteed for another year. They will remove the young persons’ concessionary scheme in April. If they can’t see any further than

a year ahead, how are operators supposed to invest? Expansion seems to be out of reach for everybody.” He believes that uncertainty has a more direct bearing on independent operators than on large groups, which can weather storms in their Welsh subsidiaries. In many rural areas, only independents can provide realistic tenders for bus and schools services. Local authorities in some urban areas also depend on tenders from smaller companies to keep within their budgets. Some independents operate significant commercial services. One, in Wrexham, refuses as a matter of principle to take on any tendered work. Fowles says the uncertainty over the future of concessionary schemes affects the outlook for commercial services, especially with passes being used for a higher proportion of journeys in Wales than in most other parts of Great Britain. On many Welsh routes, journeys made with bus passes outnumber those made by passengers paying fares. Fowles acknowledges that the Welsh reimbursement factor, despite cuts in recent years, is more generous than the English factor, but points out that in England the free bus pass can only be used at certain times of the day. “The Welsh scheme is 24 hours a day.” Wales was the first country in Great Britain to offer nationwide free travel to older people and disabled people. Anyone aged 60 and over is eligible for a free pass in Wales, whereas in England eligibility is linked to retirement age. Fowles says the Welsh pass is used for commuting, and he suggests that the scheme’s benefits to society are not fully appreciated. “The concessionary scheme needs to be seen as being much wider than a scheme for the bus operator or passenger. If it keeps 100 cars a day off the streets of a town or city, then air quality improves, there’s less need for parking spaces, and so on. There’s an awful lot of pluses to the ➢ concessionary scheme which

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the Welsh Government has got to take a pat on the back for.” The Welsh Government also funds the Bus Services Support Grant, which replaced Bus Service Operators’ Grant in Wales in 2013. BSOG was conceived as a fuel duty rebate, but BSSG is linked to kilometres operated in public service. Positioning moves at the start and end of the day – which can cover substantial distances in rural areas – are not eligible for BSSG. When it was introduced, BSSG was 25% lower than the previous BSOG paid to Welsh operators. The government has not increased BSSG since then, despite the inflation in costs for operators since 2013. BSSG is administered by local authorities. In south east Wales, a consortium of local authorities devised a system to link BSSG to the quality of service provided. This was subsequently rolled out across Wales at the Welsh Government’s behest. Operators receive a higher BSSG rate per live km if their buses include features such as CCTV and next-stop audio announcements. The system, Fowles argues, does not necessarily incentivise operators to provide those features because it is funded from a pot which never increases – and indeed decreases in real terms – from one year to the next. “If an operator is on gold standard this year and his mates around him are on silver and bronze, he may get 17p per km, for example. If the others decide to spend some money and qualify for gold, the previous 17p becomes 14p this year. It’s not really well thought through.” He also claims that the quality system focused on features which are nice to have but not fundamental. “We don’t seem to be addressing the serious problems of getting the bus to the bus stop on time, which is what people want. We ought to be addressing journey times and punctuality before we focus on having next-stop announcements on board. That’s

2017

BUSES IN WAL ES

“We’re in business to make progress, year on year on year. I don’t think we have. We need stability if we’re going to turn that around”

desirable, but it’s more desirable to be at the stop on time and have information at the stop that tells the passenger when the next bus is due. Those would involve capital funding from the Welsh Government.” BSSG is allocated regionally. Fowles fears that it may undermine the viability of rural services operated with older vehicles, because buses in more urban areas of the same region will take a bigger slice of the BSSG cake thanks to the different economics there. “It’s all very well paying out for gold, silver and bronze but in some areas any standard of service, within reason, is acceptable for the travelling public,” says Fowles. “They’re quite happy for a 12- or 14-year-old vehicle to turn up as long as their village bus continues to run on Tuesdays and Saturdays.” Cut-throat competition for local authority contracts is another matter of concern to him. It

was cited by Lewis Coaches of Ceredigion as one of the reasons for ceasing to trade in August. In a period of reducing public sector funding and patronage, some operators have attempted to avoid laying off staff and downsizing their businesses by accepting lower and lower profit margins. Fowles believes the situation has been exacerbated by e-auctions, in which companies from an approved list of suppliers bid against each other in real time over the internet until none is willing to bid any lower. “The end result is

Independent operators like Express Motors (pictured) play a vital role in rural Wales

negative to the local authority and certainly to the operator,” asserts Fowles. “There have been so many cases of people using e-auctions and finding, when they sit down afterwards to analyse it, that they can’t do it for the price they committed themselves to. Then they lose the contract and the local authority has more expense trying to work things out.” He says that e-auctions do not factor in the quality of service offered, whereas the Welsh framework system, used for various types of procurement, has a bias towards quality which offsets bidders’ prices. “People in an auction tend to get carried away with the whole scenario of the thing. You don’t always make rational choices at auctions. A lot of bus operators aren’t experienced at auctions and therefore make decisions they wouldn’t necessarily make if they had a minute or two to make the judgement call.” Fowles says some Welsh authorities that tried e-auctions have since moved away from them. South Wales Transport deals with one authority which still uses the system for home-to-school transport contracts. “They’ve stopped having e-auctions for bus services, because there’s a realisation that quality is important there, but with schools there’s a tendency to think anything will do. There are certainly authorities that do e-auctions on schools contracts. We’re talking about the next generation to come, and I think that’s a pretty poor way of looking at it.” With more than 40 years of personal experience in buses behind him, where does Fowles think the Welsh bus industry stands today? “I don’t think the industry has progressed greatly. We’re in business to make progress, year-on-year on year. I don’t think we have. Our passenger numbers are falling. That’s not bespoke to Wales but is happening in several other areas of the UK as well. We need stability if we’re going to turn that around.”

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BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

IMPROVING BUS QUALIT Y IN SOUTH EAST WALES richard cope, Chair of atco cymru, explains how South East Wales became the first region in Wales to have linked the payment of Bus Ser vice Suppor t Grant to the deliver y of quality standards outh East Wales is the first region in Wales to have linked the payment of Bus Service Support Grant (BSSG) to the delivery of quality standards designed to improve the region’s bus network and service. The ground-breaking scheme, a partnership between 10 local authorities and operators in South East Wales, has been progressively implemented since April 1, 2014. The standards that were adopted in South East Wales were developed over a long lead time, in full consultation with local authorities, the bus operators and other stakeholders, who all worked in partnership to identify, agree upon and deliver a number of tangible passenger benefits that over the last 18 months, have enabled standards to be raised incrementally. The identification of the standards began with a full bus service assessment, with passenger surveys and a review of the age of the vehicle, its emissions level and destination equipment, use of ITSO compliant ticket machines and participation in network ticketing schemes, driver uniforms and disability awareness, complaints policy and the availability of service information. It has culminated with each bus operator being awarded a Bronze, Silver or Gold payment, dependent on the level of quality achieved, with the opportunity to improve over time. It has encouraged operators to raise the bar, but at the same time sought to ensure that they are not adversely impacted too

much, especially in the early years of the scheme. From a passenger perspective, it has already delivered a number of tangible benefits - for example, increased participation in the Network Rider scheme, the introduction of a youth fare scheme (in advance of the Welsh Government version), more operators providing unplanned service change information via Twitter or Facebook and investment in on bus monitoring technology to improve driving standards. To have successfully implemented a mechanism that incorporates incentives to improve bus quality standards into kilometre support payments has seen the project move from being nominated for Local Authority Bus Project of the Year in the 2015 UK Bus Awards to winning the Passenger Transport Initiative of the Year at the 2016 Welsh National Transport and Logistics Awards. The Welsh Government has also used the ground-breaking South East Wales scheme as a model on which to establish its own Voluntary Welsh Bus Quality Standard, which it will introduce from April 2017.

Wales had PRINCE 2 project management training, it was relatively straightforward to set up the South East Wales Bus Funding Project Board, to implement and manage a system to provide ongoing support for bus and community transport services. The project was developed and implemented with operators and stakeholder cooperation from the beginning, with the Board including representatives from Caerphilly,

“It has encouraged operators to raise the bar, but at the same time ensure that they are not adversely impacted”

Monmouthshire, Rhondda Cynon Taf, Torfaen and Vale of Glamorgan Councils, Cardiff Bus, Newport Transport, Stagecoach in South Wales (representing the Confederation of Passenger Transport) and the Community Transport Association Wales. More recently further representatives from operator NAT Group and the CPT have been co-opted onto the Board to represent the small and medium sized operators. The variability in the quality of bus service operations, and the need for improvements had been recognised in South East Wales since the development of the Regional Transport Plan in 2008/09. The Welsh Government’s decision to devolve bus funding on a regional basis gave the South East Wales local authorities

devolved funding provides opp ortunit y to shape qualit y In 2012 the Welsh Government decided to devolve bus funding (including BSOG) to councils from April 1, 2013. As a first step plans had to be defined for managing and resourcing the new responsibilities. As a number of key council officers in South East The Board includes representatives of local authority-owned Cardiff Bus

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the opportunity to deliver bus quality improvements - but not immediately. The first objective was to develop a mechanism to identify the distribution of funding across Wales. The first piece of research was to find out actually how much BSOG each of the individual operators in Wales received, and what services (mileage) they ran and in which region of Wales. South East Wales took the lead for Wales in carrying out this important work. In addition, information on existing and proposed mechanisms from other parts of the UK (Scotland, London, Department for Transport proposals for provincial England) was reviewed and partners asked for their ideas, before inviting all operators to a seminar where the proposed system was explained. The key to success was to find a mechanism that was (relatively) easy and efficient to administer. Because of the need to stick to a fixed budget, it was decided that operators had to submit certified statements of actual mileage run, with the overall pence/km rate, and the payments due to each operators being finalised after the end of each financial year. Mid-quarter interim payments were then made on 90% of operatorsâ&#x20AC;&#x2122; estimated quarterly

Local authority-owned Newport Transport is also represented on the Board

mileage. The system, once set up, also needed to be flexible enough to allow bus operators to be incentivised for improving quality standards in the future. The payment mechanism was implemented without a single complaint about the process by any operator. Once implemented, the attention then turned to the development of a Bus and Community Transport Regional Network Strategy, which was published in December 2013. It set out the plans for future development of bus services in South East Wales. This included a full public consultation, a further seminar for operators and other key stakeholders, a questionnaire circulated at bus stations, libraries and via council, operator and Traveline Cymru websites, and events in all 10 local authority areas, with help from Bus Users Cymru in South East Wales.

as important to be included in a future quality standards regime. With the devolved level of funding having been reduced by about 25%, and then held at that level subsequently, it was important to balance the drive for improved quality against service withdrawals or operators leaving the market. The CPT and the bus operators were therefore asked to review the findings of the research to provide feedback on what was achievable without there being any unintended consequences. Rather than have their payments cut for each quality standard that is missed, they considered it important to reward operators for achieving standards and that the Bus Compliance Officers could help to monitor a number of the quality standards. Following the consultation, a number of levels of quality standards were identified. Each operator was assigned to one level, depending on the quality standards achieved. Out of the total available funding, a specific sum was reserved for sharing only between those operators that achieve a certain level - i.e. operators that fail to achieve the basic level would lose out while another sum was reserved only for those operators that achieve a higher level. It was therefore determined to adopt three quality standard levels (termed Bronze, Silver, Gold), with 70% of the total budget being shared between all operators that

qualit y built from consultation The final stage was for the South East Wales Bus Funding Project Board to implement the bus quality standards system from 2014/15 onwards. In terms of developing the quality standards themselves, as there was no background information on the existing quality standards available, some desktop research was undertaken, building on the consultation feedback to determine what passengers saw

achieve Bronze level or better, 15% being shared only between those that achieve Silver level or better while the remaining 15% would be shared only between those that achieve Gold level. A limited number of basic standards were applied from 2014/15 and the full Bronze/Silver/Gold quality standards from the 2015/16 financial year. For Bronze level a number of essential standards have been selected which all operators wishing to participate in the scheme need to fulfil in full. The Bronze-level standards are basic and any operator not fulfilling one or more of these standards is not eligible for any funding. For Silver and Gold level there are a range of standards, with operators earning points for each achievement. To achieve, Silver or Gold level, operators must gain a minimum level of points. This has the advantage that those quality standards that are seen as more important are of a higher weight and offer more points, whilst still offering some points towards partial fulfilment. Operators that fall short of Silver or Gold level would also have a range of quality standards which they can upgrade to earn extra points, allowing standards overall to be raised in an efficient way. The system used enables the number of points required to achieve Silver and Gold level to increase over time. It also allows the number of standards against which points can be earned to increase over time, thereby ensuring continuing improvement. It is similarly planned that the basic quality standards that need to be achieved for Bronze level will be enhanced in future years. The following quality standards are measured: Bronze level - All of the following must be achieved: Q All vehicles fitted with an operational and approved ITSO compliant Smartcard enabled Electronic Ticket Machine. Q A written customer complaint â&#x17E;˘ procedure.

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Q All drivers have valid Public Service Vehicle (PSV) driving licence and Driver Qualification Card (DQC). Q All drivers are issued with uniform, and are required to wear it. Q Operator participates in PlusBus schemes where applicable. Silver and Gold level - the following standards earn points towards Silver and Gold, dependent on the level achieved. Q Vehicles - average age of fleet in years. Q Vehicles - Proportion of vehicles achieving EURO III standard or better. Q Vehicles - Proportion of vehicles achieving EURO IV standard or better. Q Vehicles - Proportion of vehicles achieving EURO V standard or better. Q Vehicles - Proportion of vehicles fitted with CCTV. Q Vehicles - Proportion of vehicles fitted with destination blinds or working electronic destination displays that are clearly visible at night, in low light and in poor weather conditions. Q Vehicles - Proportion of vehicles fitted with next stop information. Q Vehicles -Proportion of vehicles using alternative fuels. Q Vehicles - proportion of vehicles with driver/vehicle telematics e.g. Greenroad, Mix. Q Information - Provision of unscheduled service changes information to passengers on website, Twitter, Facebook, Traveline Cymru or equivalent. Q Ticketing - Availability of reduced fares for young persons over 16. Q Ticketing - Participation in the Daily Network Rider scheme. Q Ticketing - Participation in Weekly Network Rider scheme. Q Training - Proportion of drivers having completed Disability Awareness CPC module. From 2017/18 it is expected that no more points are awarded for achieving Euro III level, but points will be awarded for achieving Euro VI level, effectively requiring operators to raise their game or potentially lose money.

2017

BUSES IN WAL ES

“A number of lessons have been learned that should improve future management of quality standards”

implementation of award winning qualit y In summer 2014, baseline information on the quality standards was gathered from bus operators. A template was developed that asked operators for the standards they expected to achieve by October 1, 2014, and whether the standards were already achieved, or equated to work in progress. The aim of allowing improvements before the scheme went live was to encourage operators to improve standards - in particular for operators that found themselves close to the higher level, this was thought to clearly showing the incentive of improving their quality standards. Unfortunately response rates were slow, especially for the smaller operators. Those responses that were received also showed that there were misunderstandings (e.g. operators claiming points for achieving EURO IV or better emissions standards, but then not realising that any vehicle that achieves EURO IV or better also achieves EURO III or better) and misconceptions (e.g. operators believing they have achieved Silver level despite failing to achieve some basic Bronze standards). Overall with much clarification required, the proposed start date of October 1, 2014, was postponed. Since then, data collection on the existing quality standards already attained or under way (‘work in progress’) commenced, followed by verification. This enabled payments

from April 2015 to be made by the quality level achieved. Only two small operators missed out completely, while 88% of operators by mileage achieved Gold level in the first year, which also saw many improvements by those striving to achieve a higher quality level. From a passenger perspective, the implementation of the quality standards has delivered a number of tangible benefits - for example, increased participation in the Network Rider scheme, the introduction of a youth fare scheme (in advance of the Welsh Government version), more operators providing unplanned service change information via Twitter or Facebook and investment in on bus monitoring technology to improve driving standards. The objective of the project was to develop a methodology that would improve and enable continuous improvement in bus service quality. The project outcome has achieved a demonstrable improvement in bus service quality, and the system now in place in South East Wales will allow further improvements to be achieved in future years.

N. A. T. Group has joined the Board, offering the perspective of an SME bus company

a lesson in qualit y A number of lessons have been learned that should improve future management of quality standards, and reduce the cost and risk for any other public authority that wishes to engage in a similar project: Q Introducing a new quality standards system at a time when funding is being cut makes stakeholder engagement more difficult, increases the risk of unintended negative consequences and reduces the scope for the improvement in standards. Q Consultation with operators is absolutely essential - this must include consultation on the principles, on the quality standards and the weighting and on how the scheme will be administered. Q Design administrative procedures to be as light as possible, with future simplification in mind. Q Use a systematic approach to develop quality standards that looks at all steps of the passenger journey. Q Get baseline information early, before finalising indicators. Q Be prepared to be flexible - after all the aim is to improve quality! Q Mistakes will be made, admit them, and make systems flexible. The local authorities in South East Wales are the first in Wales to have successfully implemented a mechanism that incorporates incentives to improve bus quality standards into the payment of BSSG, raising the quality of bus service operations. Throughout 2014 and 2015 the Minister for Economy, Science and Transport’s Bus Policy Advisory Group was looking at how the quality of local bus services could be improved whilst at the same time improving their financial viability and longer term sustainability. The development of the scheme in South East Wales has been closely followed and one of the key recommendations made by the Bus Policy Advisory Group was that a Welsh Bus Standard be set up. This standard has been built on the ground-breaking, and now award winning scheme that had been developed for use in South East Wales and will commence across Wales from April 2017.

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DEVOLUTION AND BUS REGULATION Traffic Commissioner for Wales nick jones explains what changes he might expect to see in the PSV industr y if fur ther powers are devolved to the Welsh Government ast year, I was appointed as the first, fulltime Traffic Commissioner for Wales. What this means is that the country now has a dedicated licensing and regulatory body for its haulage and passenger transport industries. The Wales Bill offers the opportunity for further changes that would benefit the regulation of both PSV operators and local bus services.

private hire licences who want to run registered local bus services. When considering whether to grant these licences, TCs are currently unable to take into account factors relating to the applicant’s repute and, or finances. Effectively, the legislation assumes that these matters have been addressed by those who issue private hire licences. Devolution of taxi and private hire legislation to Wales would enable this to be addressed.

bus registrations Announcements have already been made with a view to the full devolution of local bus service registrations, and my expectation is that a number of alternatives will be considered. Current legislation requires local bus services to be registered with the TC but there are more effective and efficient options. Essentially, the TC role can be little more than acting as a postbox, and a relatively inefficient one at that. Too often complaints and queries are received from people or organisations that obviously don’t appreciate that under existing provisions, the TC only has a decision to make in a tiny number of instances - essentially where an application is made without the proper 56 days’ notice. This could be undertaken by alternative bodies. I hope that the TC for Wales will in future only receive a referral if there is a need to make a decision. Before deregulation in the late 1980s, TCs had power to determine if there was a need for a particular service. Whether and how often a service should be run is now a commercial decision for

The PM's Commission on Devolution anticipated PSV regulation being devolved

the bus operators. If there is to be an impediment to that, surely it is for elected local authority members to determine?

there is much that can still be determined by the people of Wales to make passenger transport more effective and efficient.

bus regul ation Bus regulation means different things to different people. To some, regulation refers to the degree of local authority or government control by use of various schemes including partnerships, or even franchising. For me, a disappointing feature of the Wales Bill is the fact that PSV operator licensing is reserved and not devolved. PSV legislation in its current format can be confusing, convoluted and does little to assist effective regulation. The Prime Minister’s Commission on Devolution (the Silk Report) anticipated PSV regulation being devolved. If this had come about, it might have enabled Wales to produce effective, coherent legislation which, I have little doubt, England would wish to study and probably adopt. But

taxis and private hire The Law Commission review on taxi and private hire legislation made a number of recommendations which would be possible to implement as result of the Wales Bill. Importantly, changes can be introduced that suit the people of Wales, including a closer alignment of taxi and private hire vehicles licensed by local authorities and PSVs licensed by a TC. Currently, approaches to regulation by the two licensing regimes is sometimes at contrasting purposes, a feature that does nothing to assist the travelling public, and is sometimes used by rogue operators to their own advantage. special restricted psvs This area is ripe for reform. Special restricted PSV licences are granted by TCs to holders of local authority

professional driver conduct A significant role undertaken by all TCs relates to reviewing the conduct of professional drivers and determining whether they are fit to hold vocational driving licences. Before the DVLA was set up, TCs were the licensing body and the people who determined whether individuals could or should hold PSV (or HGV) driving licences. Now, we make decisions on referral from the DVLA and those decisions are binding on the Secretary of State. Suggestions have been made that in the new devolved structure, the TC for Wales could determine the fitness of private hire and taxi drivers, as well as PSV and HGV vocational licence holders. dbs checks Listening to the industry, it is apparent that one of the frustrations for operators is that they often have to have separate DBS (formerly CRB) checks on drivers for each and every local authority area where they operate. The lack of transferability presents a significant regulatory burden

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and can lead to inconsistency. A potential solution might be for there to be a pan Wales body which administered appropriate checks on behalf of all licensing bodies within Wales, with authorisations being required for anyone who drives several categories of vehicle. Suggestions include taxis; private hire; other (including Uber); section 19 permits; and, PSV registered services. The appeal body would be the TC for Wales (who currently determines fitness of PSV drivers). bus service supp ort grant One of the features where Wales is already different to England is in the grant rebate for bus operators. The existing arrangements in Wales have the early stages of a scheme whereby there is a weighting to take into account issues relating to the quality of the bus service provided. This is in the early stages of implementation and, whilst it may be perceived by some as relatively crude, the scheme has the advantage of having input from the Confederation of Passenger Transport, the trade association for the bus industry. It is surely an anomaly that all registered local bus services receive the same level of support grant and it therefore seems eminently sensible for a devolved government to decide how limited resources are allocated to address the needs of its people. Depending upon what is counted, the level of BSSG in Wales is about £23m to £25m a year. One of the suggestions being considered is that relevant organisations could potentially have authority to ask the TC for Wales to consider whether he/she agrees that there has been a service failure and to consider withdrawing the BSSG element, which would be reallocated to the general BSSG pot. Potential areas of non compliance include: Q quality of bus provided by the operator on a registered service (this is a feature of existing plans); Q referrals by either a local

“For me, a disappointing feature of the Wales Bill is the fact that PSV operator licensing is reserved and not devolved”

authority or Bus Uses Cymru for failures to run to the registered timetable; Q referral by the Welsh Language Commissioner for failure to adhere to Welsh language standards as set out in existing devolved legislation (note that within a few years all who register services will be required to meet the standards set by the Welsh Language Commissioner); Q referrals from DVSA or the police in relation to road safety or fair competition issues; and Q referrals from organisations prescribed by the Welsh Government in relation to failures to comply with the standards required for registering bus services (this would be an incentive to utilise IT as set out by the Welsh government - and - to liaise appropriately and cooperatively with local authorities). Other options are also potentially available and theoretically a higher rate of BSSG might be available on particular routes as determined by the Welsh government.

there are different local authority departments for private hire licensing, bus service registrations and procurement of school transport contracts. This is despite the various bodies supposedly being part of the same local authority. Occasionally matters come to light where it is clear that if one part of a local authority communicated effectively with another part of the same local authority, better informed decisions might be made. The cheapest bid for a contract will not necessarily provide the best value for money either for the travelling public or the PSV industry. I do not and will not get involved in decisions relating to individual contracts, however this does not prevent me from influencing and if necessary educating public bodies in Wales with view to promoting consistency of approach and best practice.

l o cal au thorit y tendering Aside from discussions with the Welsh Government and industry in relation to potential legislative change, I’m clear that a lot could be done in my new role as full-time TC for Wales to ensure better informed decisions are made by various local authorities when issuing contracts for the various services. Sometimes

communit y transp ort A potential interesting role that is likely to be considered relates to the regulation of community transport. Currently this is

The level of Bus Service Support Grant (BSSG) in Wales is about £23m to £25m a year

undertaken by a hotch-potch of organisations with an almost complete absence of transparency and/or accountability. New permits are granted for five years but there could be old permits still in use because regulations were never introduced, as anticipated by legislation, to bring them to an end. There are three types of body that grant permits: Traffic Commissioners 1 the existing system is not very effective and, as mentioned above, we have become little more than a post box with very few referrals to TCs as a result of the current legislation; Local authorities 2 they are the most likely to grant permits inappropriately and there is a lack of consistency (especially in England, I am unaware of there being any special problem in Wales); Designated bodies 3 a sundry list of about 60 bodies. The list of bodies able to authorise section 19 permits would result in surprise at how and why certain organisations have been given those powers. One of these designated bodies is strikingly different as it has far more effective control than any of the others. It is the Community Transport Association. I spoke to the last AGM of the CTA in Wales and noted that there was no obvious dissent from my suggestion that if there was only one licensing body, with a single coherent rule book (which might even be the CTA but with an amended constitution to ensure independence of decision making). That might leave the TC for Wales to be the appeal body. There could also be a process whereby bodies such as local authorities and the CPT should be able to object to applications for permits. To summarise, I anticipate that as the first full time TC for Wales I will use my experience to undertake a role that is one of facilitating change to improve the lot of members of the public who use road passenger transport, other than their private cars.

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2017

BUSES IN WAL ES

Business Wales has the tools to assist every ambitious entrepreneur across Wales on their journey to sustainable business growth

HELPING WELSH BUSINESSES clive barnard, Relationship Manager at business wales, explains how his organisation can help Welsh business people to achieve their ambitions hat is Business Wales? Business Wales is a free service that provides impartial, independent support and advice to people starting, running and growing a business in Wales. We operate on the premise that every aspiring entrepreneur and business owner faces a unique set of challenges, and we offer a

wide-range of services to support everyone’s entrepreneurial goals: whether it’s getting a business off the ground or finding new ways to grow and develop. With regional hubs across Wales, we offer a mixture of online and face-to-face support, as well as training workshops and individual advice. Business Wales supports every small and medium sized enterprise across the country by offering

access to information, guidance and business support, including: General Business Advice Q Strategic business and marketing planning Q Business growth Q Innovation Information Provision Q Library of relevant business materials Q Information factsheets and templates Q Funding opportunities

Mentoring

Q Network of independent,

volunteer business mentors Q Impartial sounding board Q Share experience and discuss ideas for business growth Workshops An extensive range of workshops freely available to develop your business skills, including: Q Online courses and webinars Q Essential business skills workshops Q Specialist masterclasses Resource and Efficiency Q Identifying potential cost reductions through operational efficiencies Q Legal compliance Q Development of Environmental Management Systems Equality and Diversity Q Recruitment advice – strategies and best practice to drive growth and confidence Q Staff engagement

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C ASE ST U DY: V E HO G RO U P

them immediately to the transport operator for reporting and analysis. Realising the potential of the app, the forward-thinking business sought Business Wales’ support in taking the product to the next level. Business Wales signposted VehoGroup to organisations that have helped them grow and strengthen their profile and brand within the industry. Despite the relationship being in its early stages, the Business Wales adviser has already

stablished in 2014, VehoGroup is a Welsh technology company which designs innovative digital solutions to ensure efficiency and compliance within the transport and logistics sector. A key product for VehoGroup is its mobile and web application, VehoCheck, which records vehicle defects identified during routine vehicle inspections and delivers

provided VehoGroup with a general business diagnostic, shared international trade advice and sourced funding support. Business Wales has also enabled the business to team up with a relevant venture capitalist and they are currently working towards securing a large contract with a public body. Lukas said: “Our business adviser Geraint Williams was a breath of fresh air. His can-do approach gave us that bit of belief that we could succeed. Geraint understood our product and its potential, and his contacts within the industry and access to venture capitalists have opened doors that we didn’t even know existed.” Business Wales, which is funded by the European Regional Development Fund through the Welsh Government, supports the sustainable growth of small and medium size enterprises across the country by offering access to information, guidance and business support. Business Wales supported Veho Group to develop Veho Check, a mobile and web app

Q Policy development and implementation Q Legal compliance Tendering Q How to plan and tender for public and private sector contracts Q How to get your business ‘tender ready’ Q Guidance on e-procurement International Trade Q What does export mean for you? Q Exploring new markets outside Wales Q Identifying new opportunities for international trade Superfast Broadband Q Support to identify and implement new digital technologies in your business Q Access to online guides, factsheets, top tips and a software directory Q Free full website review Skills Gateway Q Identifying training and development opportunities to

upskill staff and support growth

diagnostic, identifying growth barriers and addressing these through the creation of an action plan and face-to-face support, networking, identifying funding opportunities and workshops. Businesses that are planning or going through significant growth can access the support provided by our Relationship Managers. This is a specialist service that combines the unique range of Business Wales services with carefully selected

Q Highlighting potential funding

opportunities

growing your business Whether it’s through sourcing funding opportunities or exploring new international markets, Business Wales has the tools to assist every ambitious entrepreneur across Wales on their journey to sustainable business growth. Our exclusive and unique range of services aimed at fostering business growth in Wales are delivered through our Growth Business Advisory and Relationship Management programmes. The Growth Business Advisory programme aims to identify barriers to growth, map out and deliver a specific project to overcome the identified priority barrier. This is delivered through a selection of specialised support including an appropriate business

“With regional hubs across Wales, we offer a mixture of online and face-toface support, as well as training workshops and individual advice”

brokered partners and networks. Alongside expert skills and knowledge, our relationship managers and specialist business advisers have first-hand experience of growing businesses at a senior level. With extensive business and mentoring networks, they can assist with a detailed business diagnostic, stakeholder mapping, customised brokerage support and creating a strategic action plan to help businesses develop their people, improve internal operations and processes and foster sustainable growth. To find out how Business Wales can help start or develop your business, call 03000 6 03000, follow @_businesswales or @_busnescymru or visit www.businesswales.gov.wales/ everyday-entrepreneur or www. busnescymru.llyw.cymru/ entrepreneur-bob-dydd for further information.

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2017

BUSES IN WAL ES

COMMUNIT Y CREATIVIT Y The communit y transp ort asso ciation explains how community transpor t works and sets out ideas that the Bus Services Summit should consider. Resources are finite – imagination is not ommunity Transport is a lifeline for so many people in Wales. In a country where many live rurally and some distance from all the places they want to get to, services which enable people to live, learn, work, participate in their communities and feel that they belong, are essential. The Community Transport Association (CTA) is a national charity that leads and supports 1,600 other charities and community groups in all parts of the UK that deliver local transport services that fulfil a social purpose and community benefit. We have around 100 members in Wales working across all local authority areas. We also support councils and other charities to set up new transport projects and schemes. The idea that communities can shape and create their own transport solutions to improve access and inclusion is central to the CTA’s purpose and our work. In this article we’re going to look at two things – explain how community transport works and set out some ideas we think the Bus Services Summit should consider.

communit y transp ort Pick any village, town or city across Wales and you are likely to find people whose lives and choices are diminished because they cannot get to the places they want or need to be. Transport inequality is not just a barrier to accessing vital services, but a barrier to aspirations and achievement. So much of what we do today has evolved in the last 30 years

since bus deregulation. It was known then that deregulation would leave gaps in provision and unmet needs and these continue to grow as commercial services and those subsidised as socially necessary are withdrawn in the face of cuts to local public spending. The Act of Parliament which deregulated the bus market also provided a legal framework for groups of people to come together with confidence and authority to fill these gaps, through the creation of their own community led not-for-profit transport solutions. This was not just in addressing the availability of services where commercial routes weren't viable, but also in pioneering accessible and inclusive transport for people

who could not use mainstream services, even if these were available. Three decades on we believe there is a strong appetite to create better local transport networks that meet a greater range of needs and encourage more people to see public and community transport as the first and best choice for getting around. The ground for this was laid in the ‘Bus and Community Transport Services in Wales’ report, published in March 2015 by the National Assembly for Wales’ Enterprise and Business Committee, and has been taken further by the cabinet secretary's five-point Bus Services Plan from September 2016. The Bus Services Summit is another important step.

bus summit priorities At the Community Transport Association’s Cardiff Conference in October 2016, Ken Skates AM, cabinet secretary for Economy and Infrastructure, gave a very clear message about community transport. He said he saw community transport as a key partner in a more integrated transport network and he wanted to become clearer about how community transport fits in with the Welsh Government’s wider transport ambitions. It is clear that community transport is understood and valued at the highest level in Welsh Government and we can see how these aspirations can be moved forward at the Bus Summit through three ideas.

The launch of the Bus and Community Transport Services in Wales Report

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integrated l o cal transp ort net works built from the ground up Few conversations take place about the future that do not call on us to make things more integrated and more collaborative. The current public policy environment and developments in technology (for example, smartticketing) create the potential for a fundamental shift towards better local transport networks that meet a greater range of needs. Integration and collaboration across modes are central to this. Simultaneously, an appetite for a ‘Total Transport’ approach to look at how different publicly commissioned transport services could be more integrated and collaborative in both commissioning and provision in services could enhance how transport can meet social needs. This is much more than a conversation about community transport running alternatives when commercial or subsidised buses aren’t available or accessible. It’s about connectivity to our rail network, opening up public services and trying to improve access to our bus networks. The regulations already exist that provide permits to allow organisations to run local, not-for-profit bus services along registered routes that can carry the general public for the benefit of the community. They often use smaller vehicles and involve volunteers, enabling them to operate at a lower cost and often making it more cost-effective to run services with low levels of patronage, such as routes serving rural villages. giving people the chance to shape and create l o cal services Through our network we get privileged insights into the worlds of people whose lives and choices are diminished by not being able to get to the places they want or need to be. We learn from their everyday experience of rarely or never using public transport and not owning a car to influence our

them to develop a proposal to run the service themselves. Even if that legislation cannot be used, it still makes sense to consider when and how the community could be supported to take over a route prior to withdrawal.

brought about through volunteer involvement, leveraging donations and grants to support services and through not having a profit-motive. We’re called upon to look up from what we’re doing and to see the bigger picture, but for many CTA members this is very difficult when they are desperately piecing together a complicated mosaic of small bits of short-term funding. Given that these organisations and services have been developed to fulfil social needs and community benefits, often through publicly-commissioned services, it would make sense to consider how policy and funding could foster the longer-term sustainability of the providers, such as including them more fully in concessionary fare schemes, integrated ticketing, and allowing them a fairer share of the Bus Services Support Grant. If we want people and services to be able to shine on a shoestring we need to invest better and smarter – not just providing revenue to run services but to provide longer term investment, which enables organisations to look upwards and outwards, to develop new services and collaborate with like-minded organisations across the industry.

building resilience in the l o cal transp ort net work We know that many community transport organisations are facing assumptions that their services will grow to fill the gaps that commercial providers leave when their services are withdrawn, or replace previously subsidised routes, because community transport is seen as a low cost, or even no-cost alternative. It is true that the community transport model can be more resilient to some of the pressures that can lead to the withdrawal of commercial and subsidised services. Indeed they often have an in-built resilience owing to a different cost and income base

l o oking to the fu ture For all of our talk of funding, vehicles, and permits - it is the passion, imagination and tenacity of good people doing great work which makes the biggest difference in community transport. Whilst resources are finite passion, imagination and tenacity are not and nor are they exclusive to community transport. The CTA’s charitable mission is to spend all day every day advancing accessible and inclusive transport, but we know that works best when we are collaborating with people across industry and government who care about the same things we do. Let’s hope the Bus Services Summit is another chance to put that into practice.

Green Dragon Bus, from the Preseli Rural Transport Association

“It is the passion, imagination and tenacity of good people doing great work which makes the biggest difference in community transport”

work in championing accessible and inclusive transport. At CTA we believe it is important that the community has a greater say over what their local transport is like and, where they can, design their own transport solutions with accessibility and inclusivity built into them from the beginning. Consideration should be given to how open data can be used to enable community groups to plan services where they can have the greatest impact and contribute most effectively to their local bus network. Another important step that has been discussed recently is whether a community should be able to register a bus route as a community asset, where it has been judged that protection of the asset will enhance a community’s social wellbeing. Although the Westminster Parliament’s Localism Act 2011 made a provision for the designation of assets of community value this did not apply in Wales. However, there has been popular support for having such a scheme in Wales which was demonstrated by various consultations and initiatives by the Welsh Government and in community asset transfer projects led by community groups in Wales. In practical terms this would mean that prior to withdrawal of a deregistered service an operator would have to provide data and support to community representatives within a much longer notice period to enable

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2017

BUSES IN WAL ES

THE VOICE OF WELSH BUS USERS margaret everson mbe, Director of bus users cymru, says the organisation is in a unique position to bang the drum for passengers hese continue to be uncertain times for bus users with local authorities implementing cuts to funding, resulting in service reductions or withdrawals. Most of us accept with budgets stretched, that savings have to be made, but very importantly, there is also a need for balance, and not to see cuts to bus services as an easy option that doesn’t have an impact - because we know that it does. Bus Users Cymru is in a unique position to bang the drum for passengers, with a team of bus compliance officers working in the best interest of passengers. Our network of local representatives helps us understand what is happening in their communities across Wales, and our Mystery Traveller programme allows us an opportunity to run a health check on services across Wales. Our reps tell us that there is a lack of information at bus stops. Sometimes not even a flag to indicate a “live” bus stop. They have concerns with the quality and facilities at some of the transport interchanges. They tell us that on some buses the windows are obliterated by vinyls so that you cannot see where you are, especially if you are partially sighted. The reps send evidence of bus stops which are blocked by parked cars. They say there are varying degrees of disability awareness and customer care levels.

We hear time and again from people how their local bus service is their lifeline to the outside world. Collectively we need to work hard to find innovative solutions to retain these services to avoid the threat of rural isolation becoming a reality. who are we? Since 2001, Bus Users Cymru has received funding from the Welsh Government and our structure is aimed at delivering agreed outcomes. The staff team in Wales comprises one part-time director, one full-time deputy director for Wales and two part-time complaint handlers/ office administrators. We employ and facilitate three full-time Welsh Governmentfunded bus compliance officers who have specific roles, and there are 10 part time local representatives, who live across Wales providing local knowledge and feedback.

A 'Your Bus Matters' event in Llandudno

what d o we d o? Bus Users Cymru is funded by the Welsh Government to: Q handle complaints; Q facilitate “Your Bus Matters” events where the public can meet face to face with the local authorities and the operators that provide the services; Q carry out monitoring and mystery travelling; and Q employ, direct and lead three bus compliance officers.

A 'Your Bus Matters' event in Cerrigydrudion

These combine to deliver our core activities: Q to improve bus services across Wales by monitoring and reporting on bus operations; Q to gather the views of users and accurately reflect them to the industry and legislators; Q to provide guidance and support for bus users; and Q to input into proposed transport policy. We represent bus passengers’ views at meetings such as those convened by ATCO Cymru; Public Transport Users Advisory Panel; Citizens Advice; Confederation of Passenger Transport Cymru; Community Transport Association Cymru; Guide Dogs and Older People’s Commissioner for Wales. Wales is fortunate to have four commissioners – future generations, older people, traffic and Welsh language and they all to a degree need to consider public transport, especially the bus, because public transport is the key to delivering policy.

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if required. The BCOs will also be monitoring aspects of the implementation of the Voluntary Quality Standards Scheme.

Our Annual Report (http://www. bususers.org/publications) reveals the following figures:

500 32 people came to our YBM events

428 different issues raised in complaints

24% of complainants were concerned about staff attitude

'Your Bus Matters' events across Wales

41% of people who approached us at events say they are concerned about level of service

In conjunction with CTA, Older People’s Commissioner for Wales, Disability Wales and Guide Dogs Wales, the Getting There Together toolkit was produced. The toolkit’s subtitle is local authorities: inclusivity and accessibility of the consultation process on changes to transport services in Wales and is designed to support local authorities in engaging effectively with local communities as they develop and implement their plans for local bus services in their areas. The guidance looks in particular at how to ensure that the voices of those with protected characteristics are heard. (This guidance can be found on http:// gov.wales/topics/transport/public/ bus-policy/guidance/?lang=en) bus compliance officers The Welsh Government funds Bus Users Cymru to employ and direct three bus compliance officers (BCOs) who cover the whole of Wales. The BCOs’ activities support the work of Bus Users Cymru in

operators across Wales monitored by the Bus Compliance Officers

survey We carry out an annual survey of infrastructure, vehicles and drivers. This survey is conducted in every local authority area and covers issues such as: Q bus arrival time and journey completion compared to the timetable; Q bus stop and shelter condition including information available; Q bus exterior – front, side and rear showing destination and route number; Q bus stopping at the kerb and how easy it is to board; Q driver (appearance, attitude and helpfulness); Q interior condition of the bus (seats, windows, floor); Q capacity - how full is the bus? Are there wheelchairs and buggies?; Q sign - are posters neat and tidy; does the bell, stopping sign or audiovisual work?; and Q journey experience – How comfortable was the ride?

356

'Mystery travelling' journeys carried out

areas across Wales monitored for BSSG

464 services monitored

In addition all 22 local authority areas across Wales were monitored and we met 12 operators during our ‘meet the public’ events.

compl aints Complaints have become more complex containing several strands and it is noticeable that complainants are expecting more detailed responses to their complaints. It is noticeable that of the bus users who contact us by email, phone or letter, 25% of them are concerned about staff attitude and 21% are concerned about failure to operate.

Margaret Everson MBE, director of Bus Users Cymru

improving bus travel for passengers. Their work has a direct bearing on the punctuality and reliability of bus services in Wales and they meet bus operators in order to understand punctuality and reliability concerns. They support complaints activity and they monitor areas where clusters of complaints indicate that a problem may exist. The main task of the BCO is monitoring and education but they will report adverse findings to the Office of the Traffic Commissioner and give evidence in Traffic Court

your bus mat ters In addition to complaints we hold a number of events where we facilitate the meetings between passengers and the people who provide their services. It is interesting to note that the worries are reversed – i.e. 41% of people attending the events last year told us they were concerned about level of service and 24% of complaints were about staff attitude. We are

sure responsible bus operators have very robust training in place but this training does not always manifest itself out on the road. A similar pattern has been noted elsewhere in the UK. challenges The bus is still carrying more people than any other mode but passenger numbers are declining. New fare paying passengers need to be attracted – how do we do that and how do we keep them? How do we create the wish to travel by bus? How do we make a good product, and make bus travel more attractive? Three bus and coach companies ceased operating in 2016 leaving passengers high and dry and in some cases standing at the bus stop to go to work early in the morning not knowing their bus wasn’t going to arrive. What is going wrong and how can things be changed so that this can never happen again? Congestion – buses need to be seen to move faster than surrounding traffic. We need bus priority measures, but why does this attract such hostility from other road users? Why doesn’t the media support travel by public transport and bus lanes instead of printing articles about how to avoid paying fines for using bus lanes? what passengers want We know what they want because we know what they complain about. They complain that the driver’s poor attitude can make an adverse difference to their journey, that buses which fail to arrive or stop can ruin their whole day, and that they can be isolated in their own homes if a bus service is cut. So it’s not difficult to establish that buses must serve their local community as well as linking key towns and cities, they must be reliable, punctual and clean with an approachable driver. The Bus Summit in Wrexham on January 23 will bring the various strands of the industry together to consider these issues.

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2017

BUSES IN WAL ES

Nearly two thirds of all journeys made using public transport in Great Britain are by bus – making bus by far the most commonly used mode of public transport across the country

OFFERING THE EVIDENCE transp ort fo cus is the independent consumer watchdog for bus, rail and road users. Stakeholder Manager david beer outlines the organisation's research-based approach ransport Focus is the statutory, independent consumer watchdog representing the interests of rail users throughout Great Britain, England’s bus and tram passengers outside London, and coach passengers in England. Since April 2015 we have also represented the interests of the users of the strategic road network in England. Our mission is to get the best deal for transport users. With a

Q quality and level of services; and

strong emphasis on evidencebased campaigning and research, we ensure that we know what is happening on the ground. We use our knowledge to influence decisions on behalf of transport users to secure improvements and make a difference. We use the evidence we gather to influence decision-makers on an evidence passengers’ behalf. We focus on a number of key issues, including: Q performance and disruption; Q fares and tickets;

Q investment.

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what passengers think about their bus service. The BPS measures passenger satisfaction with their local bus service for a wide range of aspects including the bus stop, waiting for the bus, on the bus, the outside of the bus and the bus driver as well as their overall satisfaction with that bus journey and their rating of value for

money. The BPS was last carried out in Wales in 2010, for the Welsh Government. At that time, overall satisfaction across Wales was 88% and value for money 71%. The highest overall satisfaction was in Mid-Wales at 92%, which was also the region with highest value for money rating, at 77%. The lowest overall satisfaction was in South East Wales at 77% and lowest value for money in South West Wales, at 67%. At the same time in the

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English areas we surveyed, overall satisfaction was 88% and value for money 67%. Overall punctuality was also slightly higher in Wales at 76%, against English areas at 74%. The latest BPS in Autumn 2015 showed wide variation of results for the areas surveyed in England and Scotland, with overall satisfaction ranging from 79 to 94%, punctuality from 64 to 84% and value for money from 41 to 80%. This Autumn we aim to speak to more than 45,000 passengers to produce a picture of satisfaction with bus travel. However, as the survey has yet to be repeated in Wales and with no equivalent published figures, the picture does not currently reflect the impact of changes to bus services for passengers in Wales. The annual BPS builds on several pieces of bus passenger research that we carry out. For example, we are playing an increasingly important part in the bus sector with surveys of passenger satisfaction and various research projects on a wide range of topics, including: Q Bus Passenger Survey; Q Bus passengers have their say: trust, what to improve and using buses more; Q Bus drivers training; What works? What next? Q What’s the holdup? Exploring bus service punctuality; Q How late is late; What bus passengers think about punctuality and timetables; Q Giving passengers a voice in bus services; Q Bus passenger views on value for money; Q Bus passengers’ experience of delays and disruption; Q Bus service reductions; the impact on passengers; and Q Bus passengers’ priorities for improvement. From this, we can then explore elements of passenger journeys in depth – for example, we looked at bus punctuality when it became clear that it was a common worry across the country. Alongside this we carry out in-depth research into transport user experiences

“We are playing an increasingly important part in the bus sector with surveys of passenger satisfaction and various research projects on a wide range of topics”

and needs for the future, resulting in lists of top priorities. Nearly two thirds of all journeys made using public transport in Great Britain are by bus – making bus by far the most commonly used mode of public transport. Buses play a major part in getting people to work and to education as well as linking communities with shops and essential services. However, the bus industry is facing serious challenges. The number of passenger journeys (outside London) continues to decline, while spending pressures on local authorities have resulted in a significant reduction in local authority supported services. The recent and sudden demise of three local bus companies in Wales has now added further insecurity to the rural network in particular. Hopefully the Wales Bus Summit will provide an opportunity for local authorities, operators and passenger

representatives to consider the longer-term delivery of sustainable bus services and address the current decline. The resulting improvement plan for bus services in Wales must be built around the needs of passengers and their views and aspirations should be at the heart of decisionmaking. An essential part of this is to know what passengers think about existing services and what they want to see improved in the

Improving bus services in Wales must be built around the needs of the passenger

future, with the incorporation of benchmarked and comparable measurement of outputs against passenger priorities and publishing of satisfaction levels, to ensure ongoing accountability to service users. Our recent report ‘Bus passengers have their say: Trust, what to improve and using buses more’ is a further part of this process. It provides a number of pointers for government at all levels and the bus industry to provide both a better experience for current passengers and attract new ones. These pointers should be at the heart of future service consideration and the Bus Summit should provide the framework to enable this to happen. We asked over 4,500 bus passengers what they most wanted to see improved, and about their relationship with, and trust in, their bus company. We also asked 2,400 less frequent users and non-users of bus services why they did not travel more by bus and what might make them do so. This report confirms the importance of providing a good ‘core product’ – a frequent, punctual and reliable service that offers value for money. It also shows that there is real value in companies communicating and engaging with passengers and building up a relationship. Not only could this help in making better decisions but it could also generate trust and goodwill towards the company when things go wrong. Combining our work on satisfaction with this report, on priorities and trust, means that we have gathered the views of just under 45,000 people in the last year. This gives us a very comprehensive and powerful understanding of what passengers experience, want and expect from the bus industry. We urge bus operators, local transport authorities and Government to take note of the research findings and work collaboratively to advance the cause of buses and make them better for passengers.

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TF Bus companies ride into the future A4 AD_Layout 1 19/09/2016 15:20 Page 1

Bus companies ride into the future... Let passengers tell you how to grow your business

The Bus Passenger Survey (BPS) gives companies detailed comparable, benchmarked passenger feedback. Our expert advisors can help you understand and apply this valuable insight across your business. David Sidebottom, Transport Focusâ&#x20AC;&#x2122;s passenger director said: â&#x20AC;&#x153;Operators tell us the survey is an important tool for identifying improvements, setting objectives and delivering better service for passengers.â&#x20AC;? By signing up to the survey, companies such as First, Go-Ahead, Stagecoach, Arriva and National Express West Midlands, have greatly improved passenger experience and journey satisfaction. They have delivered improved customer service training for drivers, better ratings for value for money, and design features for new vehicles. This year, almost

9 10 in

passengers said they were satisfied with their bus service overall (86 per cent across the English areas covered)

If you want more information about getting more from the BPS in 2017, contact our senior insight advisor, Robert Pain, at Robert.Pain@transportfocus.org.uk or on 0300 123 0835

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ARRIVA

ONE ARRIVA AIMS TO INTEGRATE BUS AND RAIL A f lagship project aims to bring together local bus ser v ices w ith the railway in Nor th Wales. It’s a scheme that has the potential to transfor m travel in the area w ith seamless connections t’s obvious that change is in the air at Arriva’s bus operations in Rhyl. A construction crew is making the finishing touches to a new depot and you can sense that both management and staff are proud of the facility. “The old depot had come to the end of its life,” says Michael Morton, managing director of Arriva Buses Wales (ABW). “We’re quite close to the sea, so every time there was a high tide the maintenance pits would flood. The staff facilities were also not great, so this new building represents a significant change for the better.” The depot represents an investment of more than £3m by Arriva in the North Wales resort and follows the opening of new depots by the operator in Bangor and Chester in recent years. Brimming with green features that include a ground source heat pump heating system and solar panels, it promises to revolutionise the working environment for the operator’s staff in Rhyl, who will also benefit from new on-site training facilities. But it’s not the only investment being made in the town by Arriva. Rhyl is the test bed for a project that could radically reshape the way trains and buses are integrated, not only in Wales but further afield too. Arrive at the town’s station and it is clear that something different is happening. A large poster welcomes rail passengers, but it is notable that this welcome is from both ABW and Arriva Trains Wales (ATW) who describe

The frequent Sapphire-branded route between Rhyl and Llandudno is key to the Rhyl integration project (above). Branding at Rhyl station highlights One Arriva (below)

themselves as ‘One Arriva’. Posters and signage direct passengers ‘to the buses’ and, if you arrive on an ATW service and plan to make your onward journey by bus, it’s highly likely that you will have already bought your bus ticket from the train conductor. The name of the game is a wide-

ranging integration project. “This is a flagship project,” explains Phil Stone, Arriva’s regional managing director for the North West and Wales. “In Wales the bus and rail parts of Arriva have always worked together, but this is different. We really want the buses and the trains together

as one transport option, as One Arriva. If you think about the overlaps between Arriva’s bus and rail operations, this has the potential to be the first of many.” Although One Arriva tickets will be valid on any ABW service from Rhyl station, key to this project is ABW’s Sapphire-branded Route 12 bus service between Rhyl and Llandudno that frequently passes through the towns and holiday resorts that hug the North Wales coast. It is already extremely successful with patronage that keeps on growing. The One Arriva integration project aims to build on that success by bringing together the strengths of bus and rail in the area. ATW’s services offer quick journey times between towns along the coast, while ABW is able to serve the suburbs, holiday resorts and towns that don’t have stations. One Arriva will plug these locations into the rail network and it helps that Rhyl’s bus station is directly outside the railway station’s front door. The first phase of the project, which will be fully up and running by Easter, has seen the 12’s bus stop move to a prime spot right by the station’s front doors. ABW and ATW have worked together to roll out new joint posters and signage while information provision has been improved and the bus station spruced up. ATW staff have received special multimodal training that means they are now well versed in the local bus network and the options it offers. “Our research has discovered that 12% of rail passengers at Rhyl during the peak summer ➢

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BYSUS Y N G N GHYMRU

holiday season switched to the bus to complete their full journey,” reveals Stone. “That was with little in the way of information or signage. There was nothing in place to integrate bus and rail at Rhyl – we operated separately. There was no information and no guidance to join up journeys. Staff at the station had limited bus knowledge. “So passengers left the station and headed to the taxi rank as they didn’t have the knowledge of the bus network. One Arriva means that you can’t but help be aware of the bus. So I think we have the potential to substantially grow the number of people transferring from rail to bus.” But it’s the project’s second phase where things get really exciting. That blitz of signage at the station will continue and an ‘Arriva Ambassador’ will be waiting outside the station doors to push the bus offer. Meanwhile, technology comes to the fore too. Almost the entire local ABW fleet is equipped with audio-visual next stop announcements and, thanks to GPS technology, these will start to display train departure information when buses approach the station. Meanwhile, there will be ‘continuous Wi-Fi’ between bus and train. It means that those using technology on the move won’t need to switch between Wi-Fi networks between buses and trains. It will be one continuous experience. “So what we have is effectively a beefed up Plusbus scheme,” notes

2017

BUSES IN WAL ES

Arriva Buses Wales in numbers:

200 650 361 buses

members of staff

years’ experience within the management team

73%

of customers that say they are either extremely or very satisfied Arriva has invested £18.5m in new buses for its fleet in North Wales in recent years

£18.5m £3.5m

invested in new buses in recent years

invested in mid-life refurbishments of buses

5.86 58 13

average fleet age in years

new buses in the last two years

new buses on order for 2017

Stone. “You buy your bus ticket on the train and it will be valid across our entire bus network as long as you start your bus journey at Rhyl station. Some people would be really concerned about that and want to put some sort of boundary in place, but the way we look at it is that customers are, in reality,

only going to go so far with us by bus because the train makes much more sense if you’re travelling any sort of distance. So, why do you need a boundary?” The scheme is undoubtedly impressive, but aren’t there competition concerns? Morton takes up the theme: “We worked to get the local authority on-board with our plans early on, so they effectively act as a broker. As far as we are concerned this is open to anyone, so we would welcome any competing operator who wishes to join the scheme; indeed two local independent operators have taken up the option to join. Bringing bus and train together just makes so much sense.” It is anticipated that the entire project will be up and running by Easter 2017, which is when the important holiday season, a key part of the local economy, starts to ramp up. There will then be a six-month period that will

Open toppers supplement buses on key corridors from Rhyl during the summer period

allow Stone and Morton and their colleagues to review and evaluate how One Arriva has worked in reality. “If this is successful we have options to expand the concept to other stations along the North Wales coast,” believes Stone. “We are lucky in that the major towns each have their main bus stops right next to the railway station, so that is a big help from an integration point of view.” Morton adds: “We could do Bangor and then we could even open up the Isle of Anglesey too. We have a Quality Partnership just starting there and we’re revamping the network to make it more customer friendly. Integrating the bus with the train would make a lot of sense. Then when you look at ABW introducing contactless payments, we could even start selling integrated tickets on the bus. That has the potential to totally change the game.”

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ONE TICKET

FOR YOUR WHOLE JOURNEY THE POSSIBILITIES ARE ENDLESS

UN TOCYN

AR GYFER EICH TAITH I GYD MAE’R POSIBILIADAU’N DDIDDIWEDD

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BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

A CAPITAL CONNECTION cardiff bus MD cynthia o gbonna has a v ision to place the company at the hear t of life in Cardiff and persuade more people on the bus want more people to travel by bus,” says Cynthia Ogbonna, managing director of Cardiff Bus. “It’s my ultimate objective and everything we do here is driven by that goal.” Ogbonna has now been managing director at Cardiff Bus since late 2012 after four months of holding the position on an interim basis. A chartered management accountant with an MBA from the Cardiff Business School, she joined Cardiff Bus in 2004 as finance and administration director after a number of years working in the automotive sector. Her appointment to the MD role saw her become the first female managing director of the operation in its 100-plus year history. The history of the company is something that is clearly at the forefront of her mind. “Cardiff Bus and its predecessors have been part of the day-to-day lives of the residents of this city for 114 years,” she notes. “It will still be here long after I go and so I see myself as a custodian of the company. I want to ensure we achieve the foundations for success that will put Cardiff Bus on the right path for the future.” However, that bright future is not without its challenges. The city is growing, driven by the type of energetic local economy you would expect to find in any modern capital city in Western Europe. However, that economic success places strains on the city’s infrastructure. Meanwhile, the previous

bus station, adjacent to Cardiff Central railway station, closed last summer to allow for extensive redevelopment that will include a new state-of-the-art transport hub. In the interim it means that the operator’s services have been displaced to on-street stops. “We have worked with the city council to try to create awareness about the changes and the disruption, but it’s not an entirely satisfactory result,” adds Ogbonna. “Buses that previously used the interchange are now on-street and that presents challenges.” Chief among these is loading and unloading buses in already busy streets that may have narrow pavements. Meanwhile, congestion is increasing with Ogbonna revealing a 20% increase in congestion in the six-week period prior to Christmas 2016. One particular incident saw some buses operating up to 70 minutes late. “We all love the convenience of online deliveries,” she says. “We click online and then it arrives at the door, but we need to recognise that this comes at a cost. We are working closely with the city council to try to mitigate the

Cynthia Ogbonna has been managing director of council-owned Cardiff Bus since 2012

issues, such as by rephasing traffic lights and so on, but it’s not an ideal solution.” Priority is clearly the solution and Ogbonna passionately highlights that the only way Cardiff Bus can grow passenger numbers is by making the bus competitive with the car. Key to that vision is improving journey times, reliability and frequency. It is part, she says, of a virtuous circle.

The Cardiff Bus brand has become synonymous with public transport in Cardiff

She continues: “We want more people to consider the bus as a realistic option for their travel; it’s a credible alternative to car ownership. You can have independence without a car, but I admit it is a challenging environment. Frequency is critical and if we don’t attract enough people onto our network that service frequency will be lost as we have to make a sufficient return to allow us to invest. But we also play a key part in keeping the city moving and so we do everything we can with stakeholders to push the bus message.” The company also has to make an adequate financial return, one that allows it to continue to invest, but Ogbonna also talks of a social dividend where more profitable routes contribute towards underpinning more marginal services in a bid to try to mitigate

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Ogbonna is passionate about the company’s employees and their role in meeting its objectives. To her they are part of the wider Cardiff Bus family. “Our business is to move people; to get them where they want to be,” she says. “So I’m keen that staff understand that that is the focus of the business. We are a people business and people are the focus.” It means that training plays a big part in life at Cardiff Bus with new employees selected for their customer service skills. Throughout the entire training process – from recruitment, to passing their PCV test, to route training – efforts are made to ensure there is as much support as possible. “That’s about building confidence,” confides Ogbonna. “It’s almost a psychological contract as we want to retain these people. We invest a lot in every new recruit and so we want the entire training process to be the best it possibly can be so they stay with us.” Her vision for Cardiff Bus is for it to emulate employers like the retailer John Lewis and benchmark their approaches to not only customer service but staff too. That benchmarking also extends to other bus operators, particularly other council-owned companies that form part of the ALBUM grouping of non-aligned bus operators. In particular Ogbonna highlights bus operators in Edinburgh, Nottingham and Reading. “We exchange a lot of ideas with the other ALBUM members,” she says. “We are constantly looking at one another and talking but we do have issues in that we’ve not benefitted from some of the government funding streams, like the Green Bus Funds, that the governments of Westminster and Scotland have invested in. So, from that point of view, it creates issues in how we compare one another.” Despite that setback there are key priorities for the business. As so much of life moves towards 24/7, the company has launched night bus services every night of the week on one route with

Cardiff Bus has a modern fleet of 220 buses operating on an extensive local network

issues of transport poverty. In her view the company tries to provide a bus service to ensure that every area of the city has access to some form of public transport. The desire to maintain some of these elements of the network has led to the creation of Capital Links, a new low cost bus operation that has taken on some services from Cardiff Bus in order to keep those

lower frequency and low volume routes as part of the network. “So much of modern society is interwoven,” says Ogbonna. “We are the glue that holds it all together so we see value in maintaining the network.” Of course a key part of attracting new customers to the bus is the people that are the face of the company – its staff.

another operating during the early hours of Friday, Saturday and Sunday mornings. Ogbonna and her team see this as an experiment to see if there’s a market for a night service. The city’s student population and shift workers, including hospital staff, already particularly appreciate it and early research suggests that customers feel safer than in a minicab. “That has clear advantages for us if you think about the threat of Uber,” she notes. Meanwhile, Cardiff Bus is examining how it can cater to cyclists. The new interchange will feature a ‘cycle hub’ and folding bikes can already be taken on the city’s buses. “I just see it as another form of integration,” Ogbonna says. “There needs to be provision for cyclists and, if you think about it, cyclists have already left their car at home. They’re part of the way there and they have already got into the right mindset about embracing other forms of transport. We want to offer them the flexibility of adding bus travel into the mix.” The company has embraced mobile and smart ticketing and contactless payments are on the way. However, Ogbonna is adamant that customers will always be able to pay for their travel with cash. “We have the mobile ticketing app and we embraced smart ticketing some years ago,” she adds. “Contactless payment is coming and I’m very keen to roll that out, but there will still be a place for cash. We have to offer that option for the people who don’t have or can’t get a bank account.” The bus industry is not without its challenges in Wales, and Cardiff Bus aims to play a role in shaping the Welsh Government’s evolving bus policy. “We are the third largest bus operator in Wales,” says Ogbonna. “We want to work together with the government and other stakeholders to ensure that we have a healthy and vibrant industry. It is a challenging time, but the bus plays a crucial role in the development of Wales.”

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2017

BUSES IN WAL ES

First Cymru's buses in Swansea carried an average 2,500 student journeys per week in the 2015/16 academic year, following a significant increase in the sale of student passes

B O OSTING BUSES first cymru has successfully revitalised a diverse range of bus ser vices, including those ser ving Swansea University, key inter-urban corridors and areas like Pembrokeshire in its rural hinterland he opening in September 2015 of a new campus for Swansea University was an opportunity which First Cymru grabbed with both hands. The operator has decades of experience in linking the long-established Singleton campus, west of the city centre, to key facilities, such as student accommodation areas. The new Bay Campus lies on the city’s eastern fringe. Almost 6,000 students study there, supported by approximately 600 staff, but car parking on site is limited to 500 spaces for staff and 100 for visitors or holders of Blue Badges. First Cymru and the university collaborated to ensure that attractive bus services would be available from the outset for the 3,500 undergraduate students who would be travelling to the Bay

Campus each day in term time. Swansea University’s Travel Plan Coordinator, appointed in July 2014, oversaw a GIS mapping exercise and drew on postcode data from students going through clearing to garner advance information on travel patterns associated with the dual campus. A large increase in student journeys within the city was predicted. In response, First Cymru introduced a new First Student Swansea City ticket, costing £300 for the academic year. This presented a £90 saving over the First Student Swansea Bay ticket, which continues to be available for students travelling from further afield. Two new services were introduced to serve the Bay Campus. Other bus routes run along Fabian Way, the main eastwest road outside the campus. However, the Fabian Way bus

stops are relatively inconvenient for students, who favour services which enter the campus. One of the new services connects the campuses via the city centre and extends westwards to Hendrefoelan Student Village. This is an evolution of previous service provision along these corridors. The other new service is completely new, running from Sketty to the Bay Campus via Swansea railway station. One of the new services operates until 3.30am on Wednesdays to Saturdays, catering for the city’s vibrant night life. The vehicles carry a distinctive Unibus branding but are open to any members of the public. Many people unconnected with the university have benefited from the improved connectivity. Further encouraging students and local residents to use the buses, First Cymru introduced its

mTickets mobile app in 2015. The 2015/16 academic year saw sales of student passes increase to more than 5,500, compared with 3,900 the previous year. More than 1,000 were purchased through the app. Sales of passes to university staff doubled. The buses carried 2,500 student journeys per week, on average. Building on this success, First Cymru enhanced service frequency in April 2016 and introduced a 10-ticket carnet to attract students who usually walk or cycle or do not have lectures every weekday. In October the project won the Passenger Transport Best Practice award at the CILT Annual Awards for Excellence. There was a further 15% growth in patronage in the first months of the current academic year. First Cymru is now planning extra capacity increases in September 2017, when 800 more students are

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F IRST CYMRU

expected to use the Bay Campus. Also under consideration is an extension of night operations to create 24-hour services. The uplift in student passenger numbers is also improving loadings on some of First Cymru’s other services in the area, including the X55 between Swansea, Neath and Glynneath. This is one of several services which, in 2014, received the Cymru Clipper branding, with new or refurbished vehicles featuring leather seating and Wi-Fi. The X55 calls at the Bay Campus on its way to and from Swansea. passenger growth At the suggestion of BayTrans, a partnership which promotes public transport in the Swansea Bay area, the X55 has been marketed as the bus to “Waterfall Country”. The spectacular waterfalls of the Vale of Neath are a little-known gem, and with just two simple words the marketing conveys a pleasant image to people amid the urban bustle of Swansea or Neath, potentially assisting the local tourism economy. The star performer among the Clipper routes is the X11, between Llanelli and Swansea. It has grown by 10%. The Clipper rebranding has paid off on all of the routes which received it. Growth on the X2 between Porthcawl, Bridgend and Cardiff plateaued in 2016 but is likely to resume after amendments to the scheduling this month. The X10 Cardiff to Swansea express coach service was a latecomer to the Clipper fold, having carried the Greyhound branding until 2015. Growing congestion along the M4 has forced First Cymru to lengthen journey times, but patronage is growing because more and more students are avoiding costly rents by living with their parents in Cardiff and travelling by coach to university in Swansea, where the X10 serves both campuses. The flow of students into Swansea in the mornings is a useful counterbalance to the predominant flow of commuters into Cardiff. To meet demand, seating in the vehicles is being

increased to 49, from the 41 provided in the Greyhound era. Other aspects of First Cymru’s business are also benefiting from closer attention to detail. Service 227, for example, has seen passenger growth of 16% since it was given a distinctive orange bus livery two years ago and had its frequency increased to every 15 minutes. It is essentially a local service between Neath and Port Talbot, extending eastwards to Margam. Previously it suffered from a lack of management focus and an assortment of vehicles. The local team has also tightened up on service punctuality. “Now you will only ever see an orangepainted bus on that corridor,” says Simon Cursio, First Cymru’s general manager. “You will see it running on time at each of our monitoring points, and it will be at least half full on each journey.” Last September the route received a further boost with the opening of Ysgol Bae Baglan, a “super school” for pupils from ages three to 16. It replaced no fewer than three secondary and three primary schools and is sponsored by Microsoft. The school is on the 237 route, and First Cymru adjusted timings and introduced two additional morning journeys to cater for pupils.

was given complete control of the business in Bridgend and Maesteg in June 2016. Previously she was a senior depot controller. In her new role she has instilled in the staff the message that safe operation of buses translates into good customer service. She has also forged strong relationships with stakeholders. “All of that is underpinned by great staff engagement,” says Cursio. “Each day you will find Marie sitting down and having conversations with staff.” Neath Victoria bus station has become a more inviting facility for the public, thanks to the efforts of Wayne O’Gorman. He is First Cymru’s controller at Bridgend, but was seconded to Neath in June in response to complaints about the bus station. The electronic information displays now provide accurate information about First Cymru services. Timetables are kept up-to-date and staff proactively offer assistance, where previously the supervisor was hidden away in a black-painted information booth. Liaison with the police and local authority has addressed

wider improvements Some of First Cymru’s managers have also been making significant improvements in their own areas. Among them is Marie Cronin, who

TOP: The orange-branded 227 service links Neath and Port Talbot every 15 minutes. ABOVE: First Cymru won the CILT's award for Passenger Transport Best Practice

the problem of drunks and other unappealing characters using the bus station as a gathering place. rural services First Cymru also has a rural hinterland stretching to the far west of Wales, where the challenges and opportunities are very different from those of the urbanised area from Llanelli to Bridgend. Last summer Silcox Motors, a long-established familyowned business in Pembrokeshire, went bankrupt. It was a stark reminder of the difficulties of operating buses in rural Wales in the current financial climate. Although First Cymru isn't generally involved in the tendered bus market in Pembrokeshire, it helped to maintain continuity by operating, on an emergency basis, three council contracts formerly held by Silcox. It has now received a longer term contract for one of those services, the 356 between Milford Haven and Monkton. It is also interested in operating the Tenby Park and Ride service in future, because the summer-only operation coincides with a period when fewer resources are needed for Unibus in Swansea. First Cymru’s commercial services in Pembrokeshire have been buffeted by economic changes, particularly the closure of oil refineries around the Milford Haven Waterway. On the other hand, Pembrokeshire is one of Britain’s most desirable places for retirement, and the county’s bus services are well used by pensioners in possession of a free bus pass. First Cymru has revised West Wales timetables to improve the inter-meshing of routes where they operate along common corridors. Passengers between Pembroke Dock and the county town of Haverfordwest now have a half-hourly service frequency, an attractive proposition in such a deeply rural area. Parts of Haverfordwest have buses every 15 minutes throughout the day, offering a level of consistency and convenience which is rarely found in rural towns.

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06/01/2017 11:57

BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

WE ARE AT A CROSSROADS nigel winter, managing director of stagecoach in sou th wales, says there is no bus crisis in Wales, but action is needed by central and local government across several areas here is certainly no bus crisis in Wales. However, it’s fair to say that buses in Wales are at a crossroads. Taking the right road will see effective partnership working to deliver even better services for existing bus passengers as well as putting in place the right measures to attract more customers to bus travel to help deliver reduced congestion and pollution in our towns and cities, which is a Welsh Government policy objective. Taking the wrong road will result in years of further challenges for operators, local authorities and most importantly, passengers. These challenges include the growing issue of traffic congestion, reduced public sector investment in buses due to the challenging economy, a lack of effective partnership working and potential service cuts and higher fares. Customers must be at the heart of the steps the Welsh Government and bus industry take from here. Operators, local authorities and the Welsh Government have a joint responsibility for buses. We have a chance to work together to deliver the improvements that the many people who already rely on bus services want to see. Through partnership working we can make buses more reliable and more convenient. While there is no crisis, a number of operators may have had well-documented issues in recent months, and it is perhaps no surprise that some of these were small and medium-sized operators, the bulk of whose work was through public sector contracts. It’s important to remember that private operators are also affected

Stagecoach has invested almost £30m in new buses in Wales in the past 10 years

by cuts to public sector investment in bus services and it’s essential that private and public bus companies are treated equally. I believe a well-managed private sector is the answer. The reality is that private sector bus operators are already delivering improvements. At Stagecoach we have invested almost £30m in more than 260 new buses in Wales in the past 10 years. These are cleaner, greener vehicles, many of which also offer free Wi-Fi and charging points. In the past 12 months, we have invested heavily in new technology to provide customers with better information about their journey and an easier way of booking and paying for tickets. Our new website and app allow customers to find their nearest bus stop, plan their journey, find out when the next bus is due through the use of real-time information and buy their tickets. The app also enables customers to track their progress during their journey so they know when to get off the bus. As well as traditional cash

payments we offer smart ticketing, mobile payments, and we have committed to introducing contactless payments by 2018. Despite this level of investment we have worked in partnership with the Welsh Government to freeze on-bus fares on our services in Wales for almost three years. However, the reality is that revenue from fares is what funds these improvements and reduced public sector investment, as well as additional costs caused by congestion, plus other rising costs, make it increasingly difficult for us to keep our fares low. The Confederation of British Industry in Wales recently warned that traffic congestion in towns and cities could be “starving jobs”. Some commuters say they spend around five hours a week in traffic. Buses can be part of the solution. That’s why we want to work in partnership with local authorities to try to tackle the issue of congestion to reduce the time that our passengers spend in jams. Our local authority partners already

have the tools to free up road space and introduce bus priority measures to allow buses to flourish. Action is needed by Welsh and local government across several areas. Bus operators need fair payment for delivering discounted and free travel for senior citizens and young people. Budget cuts have led to a drop in concessionary reimbursements of £5.9m since 2013. The Bus Service Operators Grant and Local Transport Services Grant were replaced by the Bus Services Support Grant over four years ago and was cut by £8m at the same time. It is easy to label buses as under-achieving but the reality is that congestion is the single biggest reason that bus services are unable to flourish. Therefore, highway networks also need to be managed in a way that focuses on maximising mobility and encouraging greener modes of transport. Bus customers need practical solutions to make their journeys better. They quite rightly expect that the industry and politicians are working together to deliver the best possible service for them – that is what we must do. We also have a duty to the many thousands of bus industry employees to ensure the industry continues to move forward and innovate, to meet customer needs, and to build an even stronger bus network across Wales which will be used by even more people. I believe we have a great opportunity to deliver more for bus passengers across Wales – better technology, more modern vehicles, improved information and excellent customer service. Focusing on practical solutions, delivered in partnership, will help make this a reality.

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06/01/2017 12:06

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06/01/2017 12:48

BYSUS Y N G N GHYMRU

2017

BUSES IN WAL ES

Jo Foxall of Traveline Cymru acknowledges that providing fares information was a complex process that required close working

OMNIBUS WORKS TO SOLVE OPEN DATA CONUNDRUM Software supplier has worked closely w ith traveline cymru to bring fares data to Welsh bus users alongside other developments mnibus has worked closely with Traveline Cymru to develop an innovative process for handling fare data and cross-referencing it with timetable data. It follows close working between the software specialist, Traveline Cymru and SilverRail. The result is that bus passengers in Wales can now access detailed information about bus fares using the Traveline Cymru service via its contact centre, website and apps for iPhone and Android smartphones. It is a widely acknowledged fact that handling fare data is highly complex for many reasons with thousands of individual

fares across Wales. Operators can also be understandably wary of publishing data as fares can change frequently, meaning the information can quickly go out of date, and there may be issues with commercial sensitivity. An added complication is the wide variety of ticket machines in use that manage fare data, each one with its own data exchange format. To add to the complexities, fare data is often managed by different staff and not always cross-referenced to timetables, so different bus stop codes or names are used in the different systems. “It was always seen as something that was intensely difficult to do,” explains Jo Foxall, Traveline Cymru’s Operations Director.

“The big issue was just how would we keep the data up-to-date as there is no legal process that requires operators to provide the information. Luckily we have very close relationships with the operators and we worked hard to build those bridges.” While the larger operators were able to use electronic systems to transfer their fares data to Traveline Cymru, some of the smaller operators relied on paper-based systems to record their fares data. Foxall admits that this disparity in methods to transfer information was something of a challenge. However, Omnibus worked closely with both Traveline Cymru, an organisation called

Change++ and the operators to create a system that ‘reads’ fares data from the wide variety of electronic ticket machine systems deployed by Welsh operators. Meanwhile, a special software tool was constructed that aims to harmonise those potential issues created by the disparity between locations and fare stages. It is a move that exploits the talents of Omnibus, which is the UK’s leading supplier of operational software to the passenger transport industry and backed up by more than 25 years’ experience in providing public transport operators and local authorities with systems that meet their needs. “It has been a lengthy and complex process, but the feedback from service users has been extremely positive,” says Foxall. “It’s not that long ago that our contact centre were using bound hard copy files of fare tables; now it’s available on screen. “The relationship with Omnibus has also been particularly rewarding as they have been extremely responsive to our needs and requirements. If we have any issues we just need to pick up the phone and they are on the case.” new devel opments continue Elsewhere, Omnibus has improved its first app-based product in a move that managing director Peter Crichton says aims to streamline workloads for depot allocation staff. The myDAS Touch app, which was launched in 2015, is an integral part of the OmniDAS driver self-service myDAS module, linking drivers directly with the OmniDAS depot allocation system via their smart phone. The app allows allocation staff to send out notices direct to drivers informing them of shift changes, route changes or offers of overtime. The software delivers the messages in real time and shows whether the driver has received and seen it. Its creation has also seen Omnibus employ dedicated developers that

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O MNIBUS

will be tasked with enhancing the suite of apps in the future. “Since the launch at Coach & Bus Live in 2015, we have enhanced myDAS Touch based on customer feedback,” explains Crichton. “These enhancements are making depot allocators’ lives a whole lot easier and giving drivers a greater level of control over their own shifts and personal information.” He continues: “myDAS Touch is giving drivers easier access to their own data and enabling them to communicate with their depot from wherever they are. The driver no longer needs to be at the depot to see what is going on at work; it is all there with one touch on their phone. myDAS Touch is releasing

A R A N G E OF S OLU T ION S TO M E E T T H E OP E N DATA C HA L L E N G E

allocation staff from everyday questions and the administration of driver requests, enabling them to concentrate on getting drivers on buses.” Meanwhile, developers at Omnibus have launched a brand new software package for creating attractive and accurate passenger transport stop or station information displays. OmniSTOPdesign is a totally new program, giving all types of operators and local authorities infinitely more freedom to create bespoke displays, in a fast and flexible way. Users have total control over styles, fonts, graphics, colours and paper size, giving the opportunity to fully incorporate any relevant branding.

myDAS Touch links drivers directly to the depot allocation system via their phone

Omnibus has worked with a variety of clients in Wales including Cardiff Bus, the council-owned bus operator in the Welsh capital

WOR K I N G W I T H T H E I N D U ST RY I N WA L E S Omnibus clients bridge the public and private sectors mnibus works with a O variety of clients in Wales, including local bus operators Cardiff Bus, Newport Transport, NAT as well as local authority and public sector organisations such as Traveline Cymru, Carmarthenshire and Gwynedd.

This breadth of experience and extensive range of products and services means that Omnibus is uniquely placed to offer solutions for all parts of the industry. Meanwhile, close partnership working with customers ensures that products and services match the expectations of these customers. It’s a theme taken up by Gareth Stevens, Commercial Manager at Cardiff Bus, the council-owned bus operator in the Welsh capital.

“We have worked with Omnibus for many years and use a number of the different programmes from their suite of software,” he says. “The software is really intuitive and logically designed. The backup and support is second to none and Omnibus staff are always ready to listen to ideas and tailor elements of the software for an individual operator’s needs – especially for complex requirements which is often the case.”

Omnibus can cater to the increasing demands for data exchange n increasing number of A bus operators are turning to more sophisticated methods of transferring the data required to register local bus services and although much of this change is being driven by the demands of the Bus Services Bill in England, Welsh operators can reap the benefits too. Many smaller operators may find the investment in the technology daunting, but the benefits more than justify the initial cost as preparing traditional paper-based registrations can create a huge amount of paperwork. Routes are typically handdrawn with mapping wheels often employed to measure distances on paper maps. Now, using OmniMAP, the data is accurate down to the nearest metre and uses updated maps cross-referenced to timetables in OmniTIMES so that every stop is recorded. Registration files can be sent to the Traffic Commissioner’s office instantly, rather than being faxed or posted, with an instant reply acknowledging receipt confirming that the data has been accepted, giving operators a full audit trail. Meanwhile, copies of that single set of documents are also automatically sent electronically to local authorities, removing the need for multiple copies to be made. Operators who are using the Omnibus solution for EBSR and reaping the benefits include Reading Buses, EYMS Group and National Express. Meanwhile, to really maximise the opportunities offered by EBSR, and enhance the scope of open data, it is essential that local authorities also invest in the software.

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06/01/2017 12:13

BYSUS Y N G N G H YMRU

2017

BUSES IN WAL ES

WALES A KEY FO CUS FOR TICKETER ticketer has worked closely w ith a number of Welsh bus operators to deliver ticketing solutions. john cl arfelt revealed some of the company’s latest developments and its plans to grow in Wales growing number of Welsh bus operators are making the switch and introducing the latest ticketing equipment supplied by specialist supplier Ticketer. It means that the company has growing experience of the unique requirements demanded by bus operators in Wales. These operators include Cardiff Bus, the capital city's council-owned operator, and independently owned bus firm NAT Group. Now the company is looking to roll out its ticketing solution to other operators. A significant strength of the Ticketer system is the ability to tailor the equipment and capabilities of the technology to the specific needs of the customer. It means that a variety of ticketing methods – from QR coded tickets to special offer coupons and, soon, contactless credit and debit card ticketing – can be developed for one customer and then, once up and running, offered to all customers as an attractive add on. “We are constantly working with our clients to find ways for them to get the most out of our ticket machines, and to help drive more passengers on to the bus,” says managing director John Clarfelt. “With each new customer there are specific requirements, but the key advantage of our system, I think, is that those requirements, once developed, go into the large pool of options available through the Ticketer back office, so that all of our customers benefit from these new innovations.”

A significant strength of the Ticketer system is the ability to tailor the equipment and capabilities of the technology to the specific needs of the customer

Clarfelt highlights barcoded QR code tickets as an example. These can be used for return, day or period tickets or wherever the customer feels that there is a need for a ticket with the capabilities of barcodes. On boarding these tickets are scanned by the Ticketer machine, providing details to the operator of when, where and how the ticket was used by the customer. Traditional paper tickets would not be able to capture this level of detail. “In essence it offers the same functionality as a smartcard,” adds Clarfelt. “It’s a good introduction to the benefits that this technology offers. We want every one of our customers to have the ability to benefit from every type of technology. I think that’s what sets us apart.” The company has also developed the facility for operators to add bespoke coupons to tickets as the ticket machine prints the

passenger’s ticket. This innovation has been designed to give operators the ability to incentivise and reward passengers at absolutely no additional expense. The coupons differ from the traditional money off coupons, typically printed on the back of tickets, because they can be tailored to the time of day, day of the week and even to the route or ticket type. making bus travel easy Another example of this thinking is mobile app technology. The provision of an app is now offered free of charge to all Ticketer customers. This offers bus passengers travelling with Ticketer operators journey planning and real time service information, with additional exciting functionality to follow. As Clarfelt notes, the aim is to make it as easy as possible to

travel by bus and allow the bus passenger to make an informed choice. Rather than waiting at a remote rural bus stop, the app gives certainty on when the bus will arrive, allowing far more productive use of time. Ticketer is currently in the process of moving into new offices and expanding its support team. Clarfelt says that this aims to ensure that customers are supported at every step of the journey and can respond to needs. “That means there’s lots of dialogue between ourselves and our customers,” he adds. “We are constantly talking to one another and that leads to conversations where we look at how we can meet their requirements and add value. It’s a virtuous circle.” This close working with operators to create new solutions is increasingly moving towards allowing bus operators to accept contactless debit and credit card payments. It’s an area that could confuse many operators with questions about how payments will be taken, what soft of back office infrastructure is required and how day-to-day operations will be managed. Ticketer aims to steer a steady course through these issues. “We really, really want small operators to be easily able to get onto ‘wave and pay’ contactless technology,” notes Clarfelt. “If you look at how contactless payments have grown in day-to-day life, particularly at the retailer end of things, it’s clear that people like to play with plastic. What we want to do is take the stress and hassle out of that for bus operators by creating a contactless payment template that can be used by any bus operator. That’s what we’re working towards.”

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06/01/2017 12:16

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NEWS ROUND-UP

Welsh bus compan ‘restructure’ plan y

have clearly not been effective. But, after 2018, there’ll be the opportunity to reassess how bus services are provided across the entire country.” The latest package of powers being devolved includes registration of bus services but no specific powers for regulation Carwyn “We can’t continue with or franchising. Passenger Transport a had to be replaced. The question Jones, Wales’ system that sees services asked the government whether stopping must be asked First Minister, as to whether that’s Jones because the bus company had confused registration a sustainable system, to have has said his no longer runs,” said Jones. bus and regulation. A spokesman companies that don’t seem government We have to have a better to be replied: “Under the current Rhodri Clark system, able to make a go of it - not will restructure and there’ll be an opportunity Reporter all; conferred powers model to some do well, of course of bus companies have one in two years’ time.” and devolution in Wales, transport from 2018 to prevent services the subsequent gap that leaves, Pressed on facilities and services are bus funding, he said: disappearing. His government however temporary, for the devolved “We are considering, as part users except for the registration also hopes to let the next of those services.” of local of the budget process, what’s bus services, and the application Wales and Borders rail franchise He said many services needed appropriate in terms of the and enforcement of traffic on a not-for-profit basis. subsidy, which wasn’t the Bus Services Support Grant.” regulation conditions in “This Assembly will receive Conservatives’ intention relation when The Welsh Government to those services and matters powers over buses in 2018,” they privatised buses. “They set the total BSSG budget were relating to licences and insurance Jones told the Welsh Assembly meant to be in competition at 25% lower than the BSOG with for drivers.” last week. Many bus companies each other. There are very (Bus Service Operators Grant), few The functions of the traffic had gone to the wall, which parts of Wales with any kind which BSSG replaced in of commissioner were not devolved. was not sustainable, he said. 2013. competition. It tends to It has not increased to reflect be one “This means that the National “After the restructuring of company operating the service bus inflation since then. Assembly already has competence companies in 2018, we hope under a public subsidy. We that Jones continued: “Many, have to legislate on some aspects that will not happen.” many to examine how effective of times, bus companies have that is bus services, but the restrictions He referred to Arriva’s in the future. Some of them collapsed and their services have of the current competence withdrawal from long distance have been effective, and some mean of them that it has been difficult bus routes in 2013, a year to make after effective legislation without Arriva decided to operate them straying outside of competence. commercially. This temporarily Ken Skates It has also restricted the thwarted the Welsh National Government’s Assembly’s ability to propose ambition of rebranding them to those outlined in as the Bus legislation that could restructure part TrawsCymru network. Services Billof forthe England. Carwyn Jones, First Minister the operation of road passenger Skates responded: “High quality local bus services are key transport services in Wales. to the

First minister Carwyn Jones says Welsh Government to intervene in the bus industry will use new powers to protect services from company failures

NEWS WALES

There have been suggestions that the Welsh Government should include TrawsCymru longdistance bus services in Wales’ next rail franchise, but the government remains undecided

“We can’t continue with a system that sees services stopping because the bus company no longer runs”

FIVE POINT PLAN TO SAVE WELSH BUSES

integrated transport approach we have adopted in Wales, and I expect powers for the registration of local buses to be devolved to the National Assembly for Wales, as set out in the revised Wales Bill that was published by the UK ‘Bus Services Government last week. Summit’ toWelsh “The take place next Government’s aim year is to provide access to buses for all STRATEGY and to drive up service standards. Bus operators have welcomed We are considering the future of a five point across plan by passenger the Welsh services New minister Ken Skates Wales including has an open mind on franchising, Government the role that which franchising aims to halt to outline benefits of the playindustry’s in benefiting partnership approach. Rhodri but CPT plans mightthe troubles in Wales. Clark reports communities, the travelling public The government is offering and businesses across Wales.” no REGULATION in the Welsh Government Justin Davies, chair of CPT The Welsh Government having the UK Government to remains greater powers ensure | 30 Cymru’s 10bus over buses and we September undecided about whether commission, 2016 Wales is not disadvantaged said bus support the minister’s call in Skates’ point about registration franchising powers should for a seeking the powers needed be clearer devolution settlement to of services was not relevant. introduced in Wales. in improve bus services.” PT_Issue144_p10-11 this area.” “It’s about moving the Traffic 10 Although the industry’s Passenger Transport asked funding Skates, It also said: “The committee Commissioners’ central and structure were reviewed office in whose portfolio also includes notes with concern that the Leeds to Wales.” proposals economy and over several years by the previous infrastructure, for areas of England could Commenting on the rest Labour government, the see how he would enable local of new cities and regions of England Skates’ response, Davies government, also Labour, authorities and the Welsh said: has granted powers over public “We would expect, and welcome, not come to any conclusions Government to regulate transport which are greater buses, this sort of open comment on the subject. CPT Cymru than and whether he would seek from has those available to Wales. talks the minister. He has just welcomed the stance of We with the UK Government walked new recommend urgent talks to into a job, of which transport transport minister Ken Skates, with ensure Wales has similar is powers just a part. but one critic of deregulation said “As CPT, we’re meeting him it was inadequate. at the end of this month, our Shortly before the elections first opportunity to have a dialogue. in May, the report of a Welsh We’re looking forward to Assembly committee’s bus a very inquiry positive dialogue and showing said: “There are clear advantages him Ken Skates AM what the industry can achieve in partnership.” 12 | 24 June 2016

Welsh Governm still considering reguent lation

additional funding but promises a Bus Services Summit and ministerial discussions with operators. The plan follows the appointment of Ken Skates as Wales’ economy and infrastructure secretary. His constituency includes Ruabon, where the large independent bus operator GHA Coaches was headquartered before it went into administration in July (PT139). CPT Cymru chair Justin Davies said he was pleased Skates had taken up

CPT’s suggestion of a bus summit. “He isn’t offering any more money but that doesn’t greatly surprise us. At least he’s recognising that there’s clearly a problem. He needs to understand that the problem isn’t just in rural areas. GHA wasn’t necessarily rural.” Announcing the plan, Skates said: “It’s no secret that the bus industry is facing challenges. Whilst local bus services in Wales accounted for more than 101 million passenger

journeys over the last year, I have been saddened by the recent demise of three local bus companies serving some of our more rural communities.” Welsh buses carried 107 million passenger journeys in 2013/14. The decline has been steeper than in other parts of Great Britain since the Welsh Government announced major funding cuts in 2012. Skates said the new plan was designed to support the bus industry to become more sustainable and www.passengertransport.co.uk

28/09/2016 17:56

“We are considering the future services across Wales includingof role that franchising might play”the

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that VBL is likely to recruit staff on different terms and condition s from those applying to Cardiff Bus staff. VBL has been registered with Companies House for some years but lain dormant. It has the same directors and non-execu tive directors as Cardiff Bus. It has now received authorisation from the Traffic Commissi oner to operate 20 vehicles from the Cardiff Bus depot in Sloper Road. Councillor Ben Thomas, chairman of Cardiff Bus, was unable to say how the terms and conditions and pension arrangements for VBL staff would differ from those of Cardiff Bus. He said the decision to activate VBL was a response to Cardiff Bus losing passengers for a variety of reasons, including the closure of the city’s bus station, increased One of Cardiff Bus’s older vehicles. competition and bad weather. A candidate for He said that some of Cardiff the VBL fleet? Bus’ old vehicles would be transferre d to VBL instead of being sold or used for spares, and would be deployed on routes with low passenger footfall. The industry source said In the face of increased compe there was a strike Cardiff Bus tition on core routes, local last Cardiff Bus is setting up authority-owned year. “If you atlook a new low-cost operation. at their terms Rhodri Clark reports and conditions, they’re pretty restricted. They don’t give COMPETITION change its predatory conduct in on the bus. 2004 and service linking Cardiff Bus is preparing to the city centre 2005 when it operated no-frills “It sounds as if they [Cardiff transfer some of its services and Newport Road to the services on the same routes eastern Bus] are trying to put a lowerto a sister company which as suburbs. Cardiff Bus has will new competitor 2Travel, also seen cost operation out on the have lower operating costs. which significant competition road to The in the subsequently became insolvent. compete against NAT, but vehicles of Vale Busline Ltd northern suburbs, through don’t Competition in the Welsh which forget that Cardiff got stung (VBL) will carry a different Stagecoach services pass by livery capital intensified last May, as they the Competition Commissi from the Cardiff Bus fleet when travel in from the outlying on but local independent New Adventure valleys. for the way they will operate from the same responded to VBL will initially focus on depot Travel launched a high-frequ 2Travel. They should tread south west of the city centre. ency, cutting the operating costs really cross-city service. NAT of carefully. They would have recently One industry source said its loss-making suburban taken began a second commerci routes. extreme legal advice about Cardiff Bus and its owner, al Passenger Transport understan this Cardiff ds and not done it lightly. council, would not be embarking “In order to compete on on this course without taking a likefor-like basis and not be “extreme legal advice”. The accused of using their might and operator was severely censured weight to by smash the opposition, setting the competition authoritie up s for a low-cost company would be one way they could potentiall 08 | 1 April 2016 y do it.

Cardiff Bus to transfer services to sister fir m

“It sounds as if they are trying a lower-cost operation out on to put the road to compete against NAT”

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22/06/2016 17:54

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NEWS ROUND-UP

Welsh rail and bus growth contrasted

Huge growth in rail patronage has led some to ask why more stemming from infrastructure investments, isn’t done for buses. Rhodri Clark reports INVESTMENT

Arriva Trains Wales’ “zero passenger growth” franchise has recorded a 2,100% increase in passenger numbers at one station, following Welsh Government investment in local rail infrastructure enhancements. The growth at Gowerton station has reignited bus industry complaints about increased government funding for rail but not bus services. High growth rates at several Welsh stations from 1997 to 2015 are highlighted in analysis by transport consultant John Davies of data published by the Campaign for Better Transport, which drew on Office of Rail and Road publications to compile an interactive map of station growth across Britain. Most of the growth at Gowerton followed completion in 2013 of a £48m investment to restore double track between Swansea and Llanelli and transform Gowerton into a modern two-platform station with more frequent services than the previous track capacity permitted. On the Valley Lines, Cardiff Bay station saw passenger growth of 1,121%. Growth exceeded 240% at Aberdare and Merthyr Tydfil. “It is clear that the Aberdare and Merthyr lines have achieved dramatic growth which can be largely explained by both going to half-hourly frequency,” said Davies. Infrastructure improvements to enable the higher frequency were funded by the Welsh Government.

An Arriva Trains Wales spokeswoman said: “The healthy growth in passenger figures reflects the continuing popularity of rail travel across our network. Our own records indicate that overall passenger journeys’ growth since the start of the franchise in 2003 has been in excess of 60%. “Our franchise, when awarded in 2003, was designed for zero passenger growth and a limited fixed fleet for the entirety of its 15-year duration. However, in partnership with the Welsh Government and the Department for Transport, we have responded to these increases in customer

Concerns over Card bus station plans iff

demand, including adding extra services in West Wales and the Ebbw line and extra capacity into Manchester and Birmingham.” The Welsh Government has spent or committed almost £200m on rail infrastructure enhancements in the last two years, despite its misgivings over Network Rail’s performance. Welsh rail infrastructure is not a devolved subject and receives some enhancement funding from the DfT and Network Rail. Welsh bus services are devolved and outside the scope of the DfT’s capital funding schemes, but Justin far more people. “You can have Davies, chair of CPT Wales’ PT_Issue145_p06-07 bus a lot of bus schemes, relatively 6 cheap and simple, against a few rail schemes,” he said. The bus industry would be willing to invest, provided it was in partnership with government, he said. “Some of it is about comprehensive Real Time Investment at Information, however we provide Gowerton has that. It’s about consistent enabled service frequency standards of shelters and enhancement, consistent information at attracting bus many more stops, and looking at some passengers key corridors and saying, ‘why isn’t there a time advantage for bus?’ None of it is rocket science. “The rail industry is always sitting there with schemes that they can do. There’s no consistent plan on the bus side. Having merrily abolished the Regional Transport Consortia [of local authorities], we’ve then got the Wales Transport Plan which hardly deals with buses in depth, to say the least.”

“I was a bit concerned about the tightness of the bus station”

“The rail industry is always sitting with schemes that they can do. there no consistent plan on the bus There’s side”

Justin Davies, FirstGroup

14 | 18 March 2016 PT_Issue130_p14-15

now being informed about the proposed charges for using the new bus station. “I don’t think anything has been agreed yet, but what’s being discussed is going to be quite a significant amount of money for bus operators. We’ve seen what’s happened with three major players in the Welsh bus industry recently [going out of business]. We aren’t exactly rolling in it. Extra costs will be something we have to consider before saying yes or no.” Justin Davies, managing Central Square director of First Cymru, said he Masterplan had met the council’s consultants. “I was a bit concerned about the tightness of the bus station. Operationally it doesn’t look that big to me. I think we’ve started commission, said there were from ‘How much space have no we grants to assist with investment got?’ rather than the demand.” First operates into Cardiff in better Welsh buses.Plans from “If you offer 14 dynamically-allocated Swansea and Porthcawl, bus stands, but operators look at the English and and about the impact of insufficient Scottish Davies said timetables needed layover time. Rhodri Clark are worried to governments and the work allow time for drivers to reports they’ve use toilets been doing [with bus capital at the Cardiff terminus before INTERCHANGES and will accommodate 50% starting their lengthy journeys Bus operators have voiced grants], they still get impressive previous station. He was more buses than the previous also back. “It’s not a case of being concerns about the size of bus concerned about shortage on increases in train passengers Cardiff station could. of the stand and two minutes The bus bays will council’s proposed 14-stand space for vehicle layover. later be at least 3.5 metres wide. as well. In some partsbus departing off the stand. They of station the after detailed plans “In the old bus stations at have been subject to “detailed Cardiff “I’m interested in how efficiently were presented to councillors. UK there are increasing and Newport there was a [bus] tracking tests”, and a full-size big area the bus can arrive in Cardiff, last remaining area of the for layovers. If they needed in passenger numbers andThe replica will be created to layover terms of the road longwhere ensure established bus station, network and time 50 years ago, we certainly that buses can manoeuvre there is decline, the rate bus priority.” Better journey outside around of decline Cardiff Central railway need it now. Traffic has increased time the forecourt and bays. The reliability would enable operators is distinctly less than it station, was closed last year significantly in that time,” is in Wales.” for council says it has had positive he said. to schedule shorter turnarounds property development on “If your inbound service The Welsh Government at consultation with bus operators. is late, didwere displaced the the bus station, he argued. site. Buses because of traffic, for example, to earmark £13m of its Metro Kevyn Jones, managing director Gareth Stevens, of municipal on-streetPhase stops and you need recovery time in 1 National of Cardiff-based New Adventure operator Cardiff Bus, said: capital funding for “bus Express coaches to a park north your timetable, in the cities priority” Travel, said it would be impossible in “As long as it’s a modern of the city centre. schemes in the Cardiff station particular. You can’t timetable for 14 bays to accommodate city region. which has got all the features The latest all a service to be in and out However, as Passenger Transport plans show a bus of the services which used of a people would expect, that’s station on the ground level the terminus in two minutes.” of Space reported last September, something we would support.” a newlocal building which will also was also needed for buses to await The council’s new report authorities are mostlyinclude entry into service - for example, on usingcar and cycle parking, the bus station does not offices and residential apartments. include a to replace an inbound bus the funding for schemes on planned opening date. Previously which The bus station will be north east which a mechanical defect had improve the flow of all the council said the station of the railway station. traffic been reported. “These are would things be ready by December 2017. rather than giving buses The council says that the that are affecting us in Newport, 14 a time Fitting out the station will stands will be dynamic, rather where the new Friars Walk cost advantage over cars (PT118). bus £7m to £9m. The council than allocated to specific station has no layover space.” may seek services, Justin Davies Justin Davies said rail investment a third party to manage the Jones also said operators bus were station’s day-to-day operation. was expensive but buses 06 | 14 October 2016 carried

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12/10/2016 17:56

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16/03/2016 19:07

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30/03/2016 18:28

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