Service Performance
We are committed to running punctual and reliable bus services and continually measure how well we perform. We set stringent punctuality and reliability targets and regularly monitor our performance against these.
Improving Punctuality
Punctuality is defined as the percentage of journey starts which are less than six minutes late or not more than one minute early when compared to the scheduled timetable.
Over the past few years we have made significant investment in technology that allows us to accurately monitor our service punctuality. We use a combination of Start Time Adherence systems to record accurate journey start time and real-time information systems to monitor punctuality of service against timetable.
Our punctuality target is set at 95% and we continuously monitor our punctuality in each operating company against this target. To view our latest punctuality figures click here. We are the first major bus operator in the UK to publish punctuality and reliability data.
Many factors that influence the punctuality of our services are beyond our control. All our operating companies have Punctuality Improvement Plans developed in partnership with the local authority.
Technological advances have been pivotal in securing our punctuality improvements. A good example is Busnet technology introduced in South and West Yorkshire in partnership with South and West Yorkshire Passenger Transport Executives. Developed with funding from the Department of Transport, sophisticated satellite technology tracks all of our buses giving us powerful information that we can use with our partners to improve punctuality. The system is one of the largest of its kind in Europe and is contributing to steady performance improvements. The technology can also be used to provide our passengers with real-time information on buses sent directly to their mobile phones.
Improving Reliability
Reliability measures the actual mileage operated by the bus company compared to the total scheduled timetables' mileage.
As well as monitoring the reliability of our buses, we monitor the reasons for poor reliability such as accidents, breakdown, traffic delay or lack of drivers. This year our average reliability has improved by 0.27% to 98.9%, just short of our target of 99%. Our investment in driver recruitment and retention has significantly reduced the proportion of lost mileage attributable to lack of drivers and we continue to work on improving reliability in all areas.
Improvements in Punctuality in Glasgow Recognised at UK Bus Awards
This year we won the UK Bus Award for Successful Partnership for our work with Glasgow City Council. This recognised the partnership approach adopted in Glasgow to introduce the £31 million Streamline system delivering more frequent and punctual services. This is a state-of-the-art bus information and signalling system. It will improve traffic management, reducing traffic congestion, and provide real-time information to passengers. Journey times on the Streamline routes have reduced by 10% and passenger numbers are growing.