Service performance
We are committed to running punctual and reliable bus services. This involves setting stringent punctuality and reliability targets to achieve continuous improvement.
Improving punctuality
Punctuality is a measure of whether buses are running on time when compared to the scheduled timetable. The measurement is taken when buses start the journey, and punctuality is defined as the percentage of journey starts that operate between the parameter of 5 minutes late or 1 minute early. Our punctuality target is set at 95% and we continuously monitor our performance in each operating company against this target. To view our latest punctuality figures click here.
Over the past few years we have made significant investment in the installation of technology to allow us accurately to monitor the punctuality of our services. 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. Increasingly, developments in technology such as sophisticated satellite tracking of buses, is being used to provide information to measure our performance. This continues to be further developed and deployed, in partnership with local stakeholders.
Many factors that influence the punctuality of our services are outside our direct control. However, our operating companies have developed Punctuality Improvement Plans, using creative and innovative techniques to identify areas of concern. These plans are further developed in partnership with the local authorities and stakeholders.
During the last twelve months each of our operating companies has held a problem solving day to look at ways we can achieve continuous improvements in punctuality in the areas within our control. These discussions have involved a combination of engineering, driving, customer care and operations staff to ensure we bring as many views to the problem solving arena as possible.
In some areas where joint funding has been made available we are installing more extensive real time information systems - these improve our ability to communicate information to our customers but also provide powerful additional information on factors that impact on our punctuality.
Improving reliability
Reliability measures the actual mileage operated by the bus company compared to the total scheduled timetabled mileage. Reliability is defined as the percentage of total scheduled timetabled mileage operated.
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 was consistent with last year at 98.8% and slightly below 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.
This year we are renewing our focus on cancellations and will look for ways of reducing these. We are aware, particularly on low frequency routes, of the particular frustration caused to passengers by cancellations.