Arriva in Southend

1. Arriva in Southend Kevin Hawkins Commercial Director

2. Arriva in Southend Modern depot in Short Street 63 buses 12 routes 2.4 million miles a year 170 mainly local staff

3. Arriva approach Is to operate an easy to understand network of routes ….at the highest frequency that we can sustain ….keeping disruptive service changes to a minimum. The last two years have seen stable commercial services

4. Service changes Some changes still need to be made to: • Meet customer needs (e.g. route 7 via the hospital). • Meet changing circumstances (e.g. train connections on route 6A). • Cope with increasing traffic congestion: even Sunday services are taking longer! Fuller review of services planned for 2008.

5. Reliability • At least 99% of our scheduled miles are operated. • The biggest reason for lost miles is traffic delays • Timekeeping is regularly above 85% of sampled journeys within one min early and 5 mins late. • However, individual points can range between 60% and 100%. • Unpredictable traffic delays are the most common reason for late running. • We can reschedule services where they regularly need more time but it is the unpredictability which affects buses most.

6. Traffic Congestion The most common cause of late running buses. The A13 is notorious and there can be a 20min variance in running times from day to day. Do nothing is not an option; there will be increasing demand from the new developments in Shoebury and Central Southend. There are still only the A127 and A13 access roads into Southend. Dept for Transport is now jointly holding local authorities and operators to account for late running buses.

7. Action Needed We need to work together! • Build on the existing Quality Bus Partnership. • Add an effective Punctuality Improvement Partnership to include Southend’s Traffic Manager. • Implement some quick wins. • Develop the strategic programme eg A13 Passenger Transport Corridor and SERT.

8. Accessible Fleet • Following conversion of route 29, twenty four Easy Access buses now operate from Southend. • We plan to add another 14-19 to Southend next year. • This would mean that 65-70% of the local fleet will be low floor. • The number of double decks will be significantly reduced. • Programme in place for CCTV in buses.

9. Route 29 • Relaunched 30 November with Easy Access vehicles. • Marketing campaign including route branded buses • Similar scheme in Tunbridge Wells resulted in an increased service. • Hoping for similar success here! • More branded routes planned for 2008.

10. Route 29 Launch

11. Going Your Way • Door to door marketing campaign running four times a year covering most of Southend • Money off vouchers included • Southend has a good response rate.

12. Fares and Ticketing • Fares in Southend are generally lower than in other local areas such as Basildon and the Medway Towns. • We are evaluating simpler single and return fares. • New ticket to be launched soon allowing travel on local buses on all operators. • We will still offer value for money “Arriva only” tickets as an alternative. • Currently only £12.50 for a whole week’s travel.

13. Southend Travel Centre • Much smarter than its predecessor! • Helps to raise image of bus services in the town. • Welcome modern facilities. • Some operational concerns such as cars on the turning area. • Main issue, can only take a small number of services and interchange between buses therefore can be poor. • Look forward to Phase Two!

14. Our Customers’ Views Annual passenger survey carried out by NOP. In Southend, it covered 450 users. Key results just out: 2006 2007 Overall satisfaction rating: 89% 93% Reliability: 70% 68% Southend shows year on year improvement since surveys commenced in 2003.

15. Our Customers’ Views Of the more detailed questions asked: In no category did the passenger rating fall. % point increase Service punctuality 6% Bus cleanliness 7% Driver behaviour 7% Driver appearance 6% On bus information 6%

16. Our Customers’ Views On the poorest three ratings, we need the Council’s help! % satisfied Cleanliness and condition of bus stops 70% Provision of bus shelters 69% Smooth ride and freedom from jolting 65% “Smooth ride” includes both driving standards and the condition of the road surface including bus stop lay-bys.

17. And finally…. The link between Belfairs and Leigh. Since the withdrawal of contracted services, this link remains a frequent source of passenger concern. We have put forward a proposal to the Council to operate an off peak link at marginal costs but have not yet had a decision.

18. Belfairs to Leigh However, we have decided to introduce the following service on Tuesdays on a commercial basis for a trial period of at least a year: Tuesdays Woodcutters 1000 then 1400 Coombes Cnr 1002 every 1402 Leigh Elms 1006 30 1406 Leigh Church 1008 mins 1408 Leigh Station 1011 until 1411 Leigh Station 1015 then 1415 Leigh Church 1018 every 1418 Leigh Elms 1020 30 1420 Coombes Cnr 1023 mins 1423 Woodcutters 1025 until 1425

19. Belfairs to Leigh • We will assist passenger service by limiting the operation to a small number of drivers • We invite the Council to fund a second day of the week. • If we can gain short notice approval, we could commence in January.