City Operator 2009

The award for operators running services wholly or mainly in our major cities.

The Winners: Brighton & Hove  Bus and Coach Company

A representative of Brighton and Hove's modern fleetBrighton & Hove has an enviable reputation in the local community it serves and has successfully worked in partnership to consistently grow passenger journeys for over 15 years.  It has a passion for excellence in customer service and runs a fleet of modern buses running frequently at value for money prices with great staff and excellent marketing.The company also won the cpveted title of UK Bus Operator of the Year, and more details can be found on the page for that award.

 

Runners Up: Stagecoach Manchester

A Stagecoach bus in Fallowfield, ManchesterStagecoach Manchester is one if the largest operators in the UK and is playing a leading role in driving passenger growth on public transport outside of London.  The company has an excellent working relationship with GMPTE and has successfully delivered passenger growth at 24% since 2004/05.  Stagecoach Manchester is a respected operator within the industry and within Greater Manchester.

Highly Commended

First Glasgow

Improved relations with stakeholders are a key part of First Glasgow's transformationTaking back the city

First in Glasgow has undergone a radical transformation from being the focus of media campaigns in support of bus re-regulation to an integral part of the solution to achieving modal shift across Glasgow and the west. With network expansion, greater choice, improved performance and patronage growth, it is both a high quality transport provider and an employer of choice.

 

Nottingham City Transport

Celebrating Five Excellent Years

One of NCT's color-coded route branded vehiclesNottingham City Transport has gone from strength to strength, with five excellent years of performance across the business.  Having successfully integrated with Nottingham's new tram, patronage is up 7% in five years to 51 million journeys, customer satisfaction has been continually improving each year and investment in staff, training and vehicles is record breaking, helping NCT operate 99.7% of all scheduled kilometres, achieving the best OCRS score of G00 and 98.8% first time PSV pass rates.

Stagecoach North East

The launch of a new route for Stagecoach North EastStagecoach North East is one of the largest operators in the region.  A stakeholder focus, centring on employees and customers allows the organisation to understand and serve its market successfully and this ethos is reflected throughout every function of the company with proof in an outstanding performance record across all areas.

 

 

 

 

Who could be nominated

This award is open to operators of registered local bus services based in, or operating wholly or mainly in:

  • The PTE areas:
    • Greater Manchester
    • Merseyside
    • Tyne and Wear
    • South Yorkshire
    • West Yorkshire
    • West Midlands
  • Greater London
  • Other major cities with populations of over 250,000, with density greater than 15,000 per hectare. These are:
    • Belfast
    • Bristol
    • Brighton & Hove
    • Cardiff
    • Edinburgh
    • Glasgow
    • Kingston-upon-Hull
    • Leicester
    • Nottingham
    • Plymouth
    • Stoke-on-Trent

Criteria and Entry Requirements

The short-list was determined on the basis of the quality of the submissions, which needed to:

  • Show how the operator maintains and improves customer relations. For example how it uses:
    • customer satisfaction surveys
    • suggestion and complaint handling procedures
    • customer newsletters
    • State whether it has policies for specific customer groups, for example recognising disability and diversity
    • State whether the company resolved any issues by reference to the Bus Appeals Body within the last three years prior to entry. The issues and the outcome need to be described
  • Provide evidence of the company’s employee relations policies, including:
    • diversity
    • equal opportunities
    • training
    • employee development programmes.
  • Provide statistics on timekeeping and lost mileage
  • State any Traffic Commissioners’ action in the three years prior to entry and describe the company’s responses
  • Provide information to demonstrate the financial sustainability of their activities. This could come, for example, from the most recent audited accounts for the two years prior to nomination and include:
    • Capital investment: amount per £1,000 turnover; changes in fleet age profile
    • Commercial performance: % operating profit margin
    • Movement in reserves.
  • Demonstrate the company’s approach to risk assessment in all its activities including:
    • a commentary on Health and Safety issues for the past year, supported by reports on any significant incidents,
    • showing how the company assesses the impact of its activities on staff, passengers and the general public and has monitoring and control measures to reduce risk and the level of the residual risks.
  • Describe the operator’s approach to environmental matters and social responsibility.
  • Submit evidence on matters such as any partnership working, describe how the company responds to the policies of its local transport authority and how it fosters and contributes to the life of the communities it serves.
  • Show how the operator contributes to sustaining and expanding the market for public transport in their area, including joint working with local authorities and integration schemes. This should be supported by statistics to confirm patronage and revenue trends, and statistical evidence of modal shift.

Shortlisted entries will be assessed by “mystery travellers” to monitor the standard of service delivery.

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