Corporate Responsibility Report 2009 Serving local communities the responsible way
Introduction Metrobus operates local bus services in Greater London, Surrey, Kent, and East and West Sussex. With a 400-strong bus fleet and 1,400 employees, we are a major provider of bus services in and around Crawley and also operate tendered services for Transport for London (TfL) in Croydon and Orpington. About the Go-Ahead Group Metrobus is part of the Go-Ahead Group. Go-Ahead is a major provider of transport services across the UK, employing over 27,100 people. Each year, the Group s companies serve over a billion passengers.the Group s operations span bus, rail and aviation services, and are defined by a belief that local people make the best decisions about running local services. Each of Go-Ahead s subsidiary companies is run as an autonomous business in tune with the local market. Heathrow Airport Lewisham Woolwich Kingston Croydon Bromley Sutton Epsom Redhill Gatwick Airport Crawley East Grinstead Tunbridge Wells Horsham Worthing Haywards Heath Brighton About this report This report describes the corporate responsibility performance of Metrobus in the 12 months to 27 June 2009. As part of our annual business planning, we have set targets and goals to improve our corporate responsibility performance for 2009/10. We have placed more information on our new Group corporate responsibility website which will be available from November 2009.You can find this at www.go-ahead.com/corporateresponsibility In line with the Go-Ahead Group, the report is structured around the most important issues for a transport provider: Safety and security Reliability, convenience and punctuality of our services Improving our environmental performance Accessibility for all, particularly people with disabilities As an employer Affordability for people on low incomes Strong relationships with local communities
Corporate Responsibility Report 2009 Metrobus 1 Managing Director s statement QWhat do you think are Metrobus main responsibilities as a leading bus operator? We have a responsibility to give passengers a high quality, reliable and safe service and at the same time reduce our impact on the environment. Metrobus employs around 1,400 people.we have a responsibility to offer each employee a safe and stable work environment with fair wages and good conditions. QMetrobus works in partnership with Transport for London (TfL) and others to deliver its services. How do these relationships work? We run tendered services fortfl in the Croydon and Orpington areas.tfl sets minimum Service Level Agreements for these contracted routes and monitors performance in categories such as the percentage of on-time services and mileage operated.we are fully committed to the standards set bytfl; some of the initiatives described in this report have arisen through this relationship. QWhat were your notable achievements during the year? Metrobus achieved one of the highest VOSA inspection pass rates across the Go-Ahead Group and well above the national average, demonstrating our commitment to vehicle safety. I am incredibly proud of our Croydon Service Quality Team winning thetfl Quality Award at the UK Bus awards, in recognition of our outstanding performance running bus services in London. Despite the recession, we have continued to invest in new vehicles to provide a better service for passengers. As a result we have significantly increased the proportion of more environmentally efficient vehicles in our fleet. QHow can Metrobus contribute to a greener UK? In addition to investing in greener vehicles, we have equipped our buses with black box technology, to help our drivers monitor and contain emissions.this is complemented by a driver training programme focusing on fuel-efficient and safe driving techniques. Initial results are very encouraging, showing a reduction in fuel consumption as a result of the technology. QWhat are some of the key challenges Metrobus faces? How do you balance investing to improve Corporate Responsibility performance against profitability? With rising fuel costs, reducing fuel consumption has become more important and this goes hand-in-hand with our environmental responsibilities. The recession poses a challenge to our business, as it does for businesses nationwide.there is a possibility that people will reduce the number of journeys they take. QLooking ahead, are there any areas in which you would like to improve performance? Our commercial network s on-time performance is excellent but we aim to improve on this through greater investment in Global Positioning Systems (GPS) that provide operators with real-time information. For ourtfl contracts, we aim to exceed the quality targets that we are set. Alan Eatwell Managing Director
2 Metrobus Corporate Responsibility Report 2009 Safety and security We want our passengers to feel safe and secure on our buses, whatever time of day or night they travel. We have invested in the most up-to-date technology and work in partnership with local police, schools andtransport for London (TfL) to deter and detect crime. Our approach All buses ontfl routes, the significant majority of the Crawley fleet and any newly purchased vehicles are fitted with CCTV.As well as reassuring passengers, CCTV has proved very effective in helping to deter criminal and anti-social behaviour and secure prosecutions. We believe the most effective way of tackling crime and anti-social behaviour is to work in partnership with local police, schools and other organisations. We work with Bromley Education Authority to teach secondary school children how to behave on a bus. In Orpington and Croydon, we continued the Etch 2 campaign, atfl-sponsored scheme that encourages drivers to report etched windows in a bid to prosecute vandals. An ongoing training programme for drivers ensures they are up-to-date with the safest driving techniques. In our Croydon and Orpington depots we have started a poster campaign to make drivers more aware of potential hazards and accident hotspots on their routes. Our plans for the future The year ahead will see continued investment in CCTV coverage across the fleet and further monitoring of how ourtelematics technology is reducing accidents. One of our classes teaching school children how to behave on a bus. Our drivers are trained in the safest driving techniques. CCTV on bus fleet (%) 93 92 98
Corporate Responsibility Report 2009 Metrobus 3 Reliability, convenience and punctuality Since our acquisition by the Go-Ahead Group in 1999, our passenger numbers have increased by over 35 million, and the number of routes that we operate has also grown. We have responded by investing in new vehicles and now operate a 400-strong fleet. Our approach: investing in our fleet Our fleet offers greater capacity and comfort.the average age of our vehicles is 5.2 years, well below the Government s target of 8 years. Older buses on Fastway routes were replaced this year by new vehicles, while the double deck buses on Crawley s rural routes have been completely refurbished. Our approach: new and integrated services Encouraging more people to use our services means operating routes to popular destinations at convenient times. It also means working to provide an integrated service so that passengers can move seamlessly from one service to another.an excellent example of integration can be seen across our Warlingham services, where the timetable has been devised to complement Southern s London rail services during peak times.this has been achieved through working with Warlingham Parish Council and Surrey County Council. Last year we introduced Route 300, a new peak time service connecting a Crawley suburb to Gatwick airport and the surrounding industrial estate.this has proved very popular with shift workers. During the summer, we increased the number of our Crawley and Worthing services to ease over-crowding. Our approach: making our services user-friendly Real-time technology monitors service reliability and keeps passengers informed when waiting at bus stops or logging on to our website.tracking technology helps us to identify common causes of delays, and ways to prevent them. Our plans for the future We will continue to work in partnership with other organisations and maintain our fleet investment programme to meet the needs of our growing customer base. 65m Passenger journeys (to the nearest 5m) 55m 98.21% Scheduled kms operated (%) 99.09% 29.25m Total vehicles kms travelled 28.96m 98.4% --xx.2m VOSA PSV vehicle pass rate, national average 86.5% 95.4% Size of bus fleet 412 389 380
4 Metrobus Corporate Responsibility Report 2009 Improving our environmental performance Transport now accounts for one third of UK greenhouse gas emissions. Private cars contribute almost 60% of these emissions while buses and trains together are responsible for just 5%. Encouraging awareness of Metrobus environmentally efficient fleet. Credit: Image Team The best way that we can tackle climate change is by encouraging more people to use our buses. By completing almost 6 million more journeys this year than in we are making a difference. Our approach: climate change Ongoing investment in new buses and technologies is delivering results.today 17% of our overall fleet have the latest, fuel-efficient Euro 4 engines, compared with 2% two years ago.the amount of carbon dioxide emissions per passenger journey is down again this year to 0.57kg from 0.62kg last year, thanks to this investment. Our buses have been fitted with black box technology that monitors engine response throughout the journey.a small display on the dashboard shows the driver how he or she is driving. Red lights warn a driver if they are exceeding the vehicle s acceptable parameters.this equipment is backed up by the Safe & Fuel Efficient Driving training course for all drivers, which aims to promote more eco-friendly driving. This, in turn, gives customers a more comfortable ride, a reduced chance of accidents and ultimately saves fuel. Our rigorous maintenance schedule includes a monthly emissions test for each vehicle. Our systems are independently assessed by VOSA, which carries out annual tests. Our approach: reducing congestion Road congestion is a major issue for UK towns and cities; attracting more passengers onto public transport will help to ease the pressure.this year we have introduced messages on the exteriors of some of our buses to increase public awareness. Average age of fleet (yrs) Government industry target (8yrs) 5.3 4.6 5.2 100% VOSA emissions pass rate 100%
Corporate Responsibility Report 2009 Metrobus 5 Our approach: reducing energy use and waste This year we have been focusing on reducing energy in our depots, introducing movement-activated lighting that automatically switches off when no one is in the vicinity. Initial results elsewhere in the Go-Ahead Group are encouraging; some depots report a 50% reduction in electricity use as a result of the new lights.to improve waste management, recycling bins have also been introduced. Our approach: measuring our performance Go-Ahead became the first UK transport operator to be awarded the Carbon Trust Standard in recognition of our work to reduce carbon emissions.this is an independent certification that recognises the achievements of business and public sector organisations in tackling climate change. Go-Ahead is also a member of Greener Journeys, a campaign to raise awareness of the role buses and coaches can play to help the Government deliver its carbon reduction targets by giving people a real alternative to private car use. For the third year running, Go-Ahead achieved a gold rating in Business in the Community s (BITC) Responsibility Index the highest rating amongst comparable participating public transport operators.we achieved maximum marks for our performance on emissions management and climate change. Our plans for the future In the year ahead we will continue to monitor our energy usage and aim to reduce the energy consumption of our sites by 10%. Air pollution NOx (g) per passenger journey PM (g) per passenger journey 0.02 0.02 CO 2 (kg) per passenger journey CO (g) per passenger journey HC (g) per passenger journey 0.13 5.49 Bus engine environmental standards (%) Fleet with Euro 2 engines or above 0.07 0.05 5.72 6.41 0.57 0.62 0.62 * Euro 4 latest European diesel emissions standard. Euro 5 European diesel emissions standard became mandatory in September 2009. 0.14 Fleet with Euro 4 and Euro 5 engines* 5.7 2.2 0.09 0.18 0.11 98.3 97.7 89.4 17.2
6 Metrobus Corporate Responsibility Report 2009 Accessibility for all As passenger numbers continue to rise it is important that we keep in mind our customers broad profile and diverse needs. Our responsibility is to ensure that our buses and services are easily accessible for everyone, including wheelchair-users, the partially sighted, elderly and those travelling with children. Our approach The introduction of low-floor buses fitted with ramps has been a major step forward in improving accessibility.this year, the majority of the old stepentrance vehicles on our West Sussex routes were replaced bringing the percentage of low-floor vehicles in our fleet to 96%.The new vehicles also offer more space for wheelchairs and children s pushchairs. But accessible buses are only part of the solution. Drivers receive disability awareness training so that they can provide appropriate support to passengers with mobility problems. We have worked on making service information clear and accessible, investing in on-board real-time information systems and providing more detailed information online.timetables are also available in Braille and in large print. Our website has been designed with accessibility in mind so that information is clearly set out and users can increase the size of the text if required. Our plans for the future The remaining 4% of our buses with step entrances will be replaced with low-floor vehicles in 2009/10. Our fleet is now 96% low-floor to help accessibility for all. We have invested in real-time information systems. Low-floor buses (%) 96 93 92
Corporate Responsibility Report 2009 Metrobus 7 As an employer All 1,400 of our employees play a vital role in our business success. Our responsibility is to provide a safe and supportive working environment that rewards commitment and promotes company loyalty. Our approach To attract people to our business, we offer excellent rates of pay and a wide benefits package.we employ people based on their skills, experience and potential, regardless of race, gender, disability or sexuality. Retention of good people is a challenge for the whole industry and we work hard to keep our turnover rate low. Health and safety is taken seriously, and it is our policy that all directors, managers and supervisors must hold a recognised safety qualification.training is provided for all new staff, and existing employees receive refresher courses. Health and safety performance data is regularly reviewed and we take action the moment an issue arises. Training and development is an investment in our people, helping them to move forward in their careers, as well as to respond to customer needs. This year we helped drivers achieve the Certificate of Professional Competence, a new mandatory qualification. Metrobus has an ongoing adult learning programme in partnership with Orpington College. Drivers at all depots are able to attend free training courses in a range of subjects. Some of our employees have gone on to achieve nationally recognised qualifications, such as National Vocational Qualifications (NVQs). Rewarding and recognising employee achievements helps to motivate our people and improve retention. Our Long Service Awards scheme celebrates the hard work of long-serving staff. Our Star Staff Awards asks employees to nominate colleagues they believe have gone above and beyond the call of duty. Over 25 employees were recognised this year. Number of employees Women employed (%) Diversity by age (%) 20 9 2 1 10 34 24 16-19 20-29 30-39 40-49 50-59 60-64 65+ 1,261 1,176 680,615 Training spend Employee turnover rate (%) 10.2 10.0 9.6 15.3 1,399 17.0 18.6
8 Metrobus Corporate Responsibility Report 2009 Affordability The worsening economic climate has made this year difficult for many. Community We are part of the fabric of our local communities. In the face of rising fuel costs, we do all we can to keep prices low, so travelling by bus can be a cost-effective option for everyone. Our approach Ticket pricing ontfl tendered routes is managed by TfL. However, we run a range of schemes on other routes offering reduced rates to passengers. Regular passengers benefit from Metroriders discounts and we are also involved in the EasitSurrey and EasitCrawley schemes, which aim to improve public transport links. In East Surrey, those with an Easit sticker on their staff pass can get 20% off Metrobus fares. Metrobus also offers discounted fares to companies who bulk buy tickets for staff. Many local companies buy single journey tickets so visitors returning to Gatwick airport can take a bus, rather than a taxi, direct to the terminal. Our plans for the future In a bid to encourage even more passengers, we will continue to develop competitive pricing schemes.we also plan to market these schemes more extensively to maximise awareness. Our principal responsibility is to provide reliable, convenient and accessible services to meet the needs of our communities. In addition, we offer financial and in-kind support to local charities and organisations. Our approach Following the programme s success last year, we have continued to run bus behaviour training courses for schoolchildren in Bromley.These free lessons teach appropriate bus behaviour to encourage a safer and more pleasant travelling experience for all passengers. We value customer feedback as this helps us to improve. Our new Facebook page has generated lots of comment and discussion, particularly amongst younger passengers who are often more difficult to reach. Our plans for the future We will continue to work with a range of local organisations, to seek and listen to stakeholder feedback using new channels such as Facebook. Our Facebook page allows customers to feedback their comments directly. Community investment (%) 9 65 26 5,370 2.0% of total Group spend ( 269,720) Cash donations Gifts in kind Employee and management time
Summary independent assurance statement Go-Ahead Corporate Responsibility Report Metrobus is part of The Go-Ahead Group plc. Members of the Group run bus services (in the South of England, London and the North East of England), commuter train networks, aviation ground handling and parking services. Summary IndependentVerification Statement from BureauVeritas UK Ltd Bureau Veritas has been engaged by Go-Ahead Group plc to provide an independent opinion on the corporate responsibility ( CR ) key performance indicator ( KPI ) data contained within the Go-Ahead Group plc s 2009 Corporate Responsibility Reports ( the Reports ). Scope & Methodology The information and data reviewed for this verification process relates to the period from 29 June 2008 to 27 June 2009. We have verified the CR KPI data that is contained on page 5 of the Go-Ahead Group plc Report, some of which also appears in this Operating Company Report. The verification process involved a series of interviews with CR data owners at Group level and at a sample of four operating companies (Go-Ahead London, Oxford Bus Company, Southern Railway and London Midland) to understand the process for managing, collating and reporting data. At Group level, we conducted a review of Enablon, the Group software for collecting, reporting and managing CR data and the central Group contracts for energy supplies and waste management. At operating company level, Bureau Veritas also conducted a review of documents; inspection of internal and external records; interrogation of databases and associated management and reporting systems, in order to challenge and substantiate the CR KPI data presented in the Report. The integrity and accuracy of aggregated data was tested by tracking sample data back to its source. The methodology for data collection, estimation and aggregation was examined and tested for accuracy and robustness. Opinion of the verifier Based on our verification activities it is our opinion that: The reported CR key performance indicators provide a fair and accurate representation of Go-Ahead s CR performance for the defined period; No significant omissions were identified which could affect stakeholders ability to make informed judgements on Go-Ahead s CR performance for the defined period. A full verification statement including further details on our scope and methodology, basis for our opinion, recommendations, limitations and a statement of Bureau Veritas independence can be found on the Go-Ahead Group plc s website (www.go-ahead.com/corporateresponsibility). Statement of independence, impartiality and competence Bureau Veritas is an independent professional services company that specialises in quality, health, safety, social and environmental management advice and compliance with over 180 years history in providing independent assurance services. Bureau Veritas has implemented a code of ethics across its business which ensures that all our staff maintain high standards in their day to day business activities. Our verification assignment did not raise any conflicts of interest. September 2009 Bureau Veritas UK Ltd corporateresponsibility@uk.bureauveritas.com Go-Ahead Operating Company Corporate Responsibility Reports Aviation Services (Aviance UK, Plane Handling and Reed Aviation) Bluestar Brighton & Hove Bus Company Go-Ahead London Go North East London Midland Meteor Metrobus Oxford Bus Company Southeastern Southern Southern Vectis Wilts & Dorset
Find out about Metrobus on our website www.metrobus.co.uk and for more information on how we manage our corporate responsibilities visit www.go-ahead.com/corporateresponsibility If you have any comments, views or ideas on how we might improve, or have any thoughts on other issues that we should address in this report, please write to: Alan Eatwell Metrobus Wheatstone Close Crawley West Sussex RH10 9UA Tel: 01293 449192 Email: info@metrobus.co.uk This report was put together bythe Go-Ahead Group with help from Corporate Citizenship and CR Consulting (Newcastle) Limited, and designed and produced by Rare Corporate Design, London. Printed bythe Midas Press using environmental print technology which minimises any negative environmental impacts resulting from the printing of this document.we include the use of vegetable based inks, recycling 85% of dry waste, 85% of cleaning solvents and use 100% renewable energy. Printed on Revive 100 Uncoated which contains 100% post consumer waste and is FSC certified.