Operational perspective Nick Hill Commercial Development Manager Metrobus

1. Operational perspectiveNick HillCommercial Development ManagerMetrobus

2. Metrobus Operating partner - Metrobus • Go-Ahead Group company • Formed in 1983 and acquired by Go-Ahead in 1999 • Around 430 buses • Around 1,400 staff • 75% in London, 25% outside • 3 depots • Orpington • Croydon • Crawley

3. Operator role • Became partner in 2000 • Sole operating partner since 2001 • Role in development of system • QBP – fairly loose, goodwill • Funding of buses • Revenue risk • No access charges • 100% commercial on main routes in West Sussex

4. Conflict • Existing operator of Crawley bus network • Marketing message – ‘better than bus’ • Other routes • Bus lanes? • Different stops? • TLP? • Route network • Impact on other services • consultants • Feeder buses? • Croydon experience

5. Route network • Route 10 launched - August 2003 • Completion of phase 1 works • Estates – Crawley – Manor Royal – Gatwick Airport • 8 PVR, every 10 mins at most times • 24 hour service introduced - May 2004 • Commercial, normal fares, every 30 mins

6. Route network • Route 20 launched - August 2005 • Completion of phase 3 works • Three Bridges & Horley • 5 PVR, every 20 mins at most times • Route 10 increased to every 8 mins - May 2008 • 11 PVR

7. Route network • Route 100 added to Fastway family – May 2008 • Existing route upgrade • Redhill & East Surrey Hospital • 8 PVR, non-guided • Current total requirement – 24 plus 3 spares

8. Priority • Broadfield Stadium • Povey Cross • Guideways and bus lanes • Slip roads not served by buses • TLP • Other areas

9. Route flexibility • BRT advantage over fixed rail • Route 20 planned to follow same route as route 10 • Strong demand from south Broadfield • Last minute change of route at 20 launch in 2005

10. Guideway vs bus lane • Alleged guideway benefits • Smoother ride? • Less land take? • Docking? • Self-enforcing? • Sexy? • Guideway issues • entry speed • guidewheels

11. The Buses • User groups given opportunity to choose bus and spec • Scania Omnicity – 12m routes 10 & 20, 10m route 100 • Guidewheels on 12m buses • Dual door on 12m buses • Commitment for buses to be less than five years old • Original fleet replaced and cascaded • Part leather seating with FW moquette • Little demand for air con

12. Real time information • Cost • Off-bus – FW project with later add on s106 • On-bus – Metrobus • Passenger benefits • Displays at halts, stations, bus station, etc

13. Real time information • Passenger benefits (cont) • Via internet • Via mobile phones – internet, SMS and apps • On bus screens • Disruption information

14. Real time information • Operational benefits • Control centre

15. Real time information

16. Real time information • Operational benefits (cont) • Mobile devices • Performance monitoring • Historical data = improved schedules

17. Real time information • Reliable • Average over 95% tracking • Good partnership working • West Sussex CC • Supplier – ACIS • Metrobus (financial input)

18. Fares and tickets • Simple, single only fare structure • In Crawley/Horley = £1.70 or £1.20 short hop • Area Metrorider ticket valid on all buses • Gatwick Travelcard • Local business sales • Offbus sales – web and PayPoint • Railbus, then Plusbus • Freezone • Move to ITSO smartcard • Multi-modal travelcard

19. Measure of success:Journey time savings • Many time savings • priority • new links • more frequent services • Examples • Bewbush to town centre: 23% reduction • Broadfield to Crawley: 26% reduction • Town Centre to heart of industrial area: 50% reduction • Gatwick Airport to heart of industrial area: 26% reduction • Protect time savings

20. Measure of success:Patronage • Two patronage targets set out in original scheme: • Target 1 • 4000 passengers a day in 2004 • Actual • 4,417 in January • 5,868 in December • Target 2 • Nearly 9000 passengers a day in 2008 • Actual • 9,016 in January • 10,455 in July • Despite new developments not built

21. Measure of success:Patronage (cont) • Crawley network growth • 74% between 2001-2008 • Gatwick local staff bus mode share • 5% in 1997 • 30% in 2009

22. Measure of success:Passenger survey • Passenger surveys every two years • Highlights from 2008: • 97% satisfied with punctuality • 93% satisfied with reliability • 86% satisfied with cleanliness of buses • 89% agreed that ‘the bus is comfortable to travel on’ • 96% satisfied with the service overall • 8% had previously travelled by car • 23% have access to a car

23. Still better than other routes? • When launched, better than other routes • New buses • RTPI • Higher frequency • Priority • Improvements mean other routes nearly caught up • Investment in fleet – 100% low floor • RTPI on all buses • Enhanced frequencies • Use of Fastway bus lanes and TLP • Inspired by Fastway?

24. Brand • Developed strong local brand, more than normal bus route

25. Room for improvement? • How could Fastway have been better?? • Removal of roundabouts? • Too many new traffic signals? • More bus gates? • More of budget spent on bus lanes? • Buy-in for ‘green waves’? • Shelter consistency? • Phasing?

26. Future • Network growth • Only on basis of new priority (demand for route conversions) • New housing developments. • e.g. Kilnwood Vale • More priority • Improved interchanges at Gatwick and Three Bridges • Service enhancements • Smartcard… coming soon!

27. Is it BRT or BRT Lite? • Essential features are: (Source: BRTuk Handbook 2010) • Significant segregation from other forms of traffic • Priority over other vehicles in mixed traffic situations • Priority at traffic signals and priority over other traffic • High quality, safe, secure and accessible stations • High quality, smooth riding, distinctive and attractive vehicles • Easy accessibility • Vehicles and infrastructure must be environmentally friendly • High frequency, limited stop services • Efficient and user friendly ticketing

28. Is it BRT? (cont) • High standards of information provision • Real time information • Good integration with other transport modes • Distinctive branding and marketing • Clear and understandable system