greener, smarter travel stagecoachbus.com/manchester

greener, smarter travel stagecoachbus.com/manchester

2010-2011 operational performance statistics Stagecoach Manchester provides local bus services in Greater Manchester and parts of Cheshire and Derbyshire. Our aim is to provide safe, reliable, punctual, clean and comfortable services for our passengers, with a good value for money range of tickets and fares. This annual report covers the year from May 2010 to April 2011. our passengers We carried a total of 98 million passengers over the year, an increase of 1.4% over the previous year. We received a total of 2,870 passenger complaints about our services, a decrease of 4% over the previous year. That equates to one complaint per 34,000 passenger journeys. We comply with our industry code of practice, and every complaint is investigated and action taken to avoid repetition of the problem. We carried a total of 98 million passengers over the year, an increase of 1.4% our staff We are a major local employer with 1836 staff, of whom 1472 are drivers, 222 engineers and cleaners, and 142 supervisors, managers and ancillary staff. 888 drivers have achieved their NVQ qualifications and all our drivers have completed 3 stages of their Certificate of Professional Competence (CPC). Our engineers are all skilled workers and we employ 17 apprentices to provide our business with the skilled workers and managers of the future. Our supervisors and managers have all completed relevant training courses for their various professions.

our services We operated a total of 23 million miles over the year. Despite this slight reduction our service provision has remained stable over the past 12 months. Our key measure of performance is the reliability and punctuality of our services. In the past year we operated 99.5% of our scheduled services, with 0.2% failure due to internal reasons, and 0.3% due to external reasons such as congestion, diversions, etc. We monitor our services for punctuality and 96.8% of our services started their journeys within 5 minutes of their scheduled time. We remain aware that due to the unpredictable nature of traffic on the roads in Greater Manchester, delays along other routes do occur. We continue to seek improvements both through rescheduling our services, and in discussions with our local highway authority partners and Transport for Greater Manchester, to pursue measures which will assist buses in operating to time. We continue to engage with TfGM on a variety of schemes, aimed at improving our services and standards and encouraging people to use our buses more and cars less. In the past year we operated 99.5% of our scheduled services with just 0.2% failure due to internal reasons. our fares We commenced a simplification of our single fares at August 2010 which we will substantially reduce the number of individual fares available to our customers, over the next few years. Regrettably, due to increased cost pressures, particularly fuel costs, and reduced income from concessionary reimbursement, we had to increase our fares at the beginning of April 2011 by c5% across our ticket range. For Megarider and Dayrider tickets, this represented the first increase for over 2 years and, with a weekly price of 11.50, our prices are still amongst the lowest in the country. In April 2011, Stagecoach Manchester started recording all concessionary journeys for over 60s and disabled passengers through smartcard technology. We recycle 93% of our total waste.

our fleet We operate a fleet of 665 buses. In September 2010, we received delivery of 30 brand new Hybrid buses which are in operation on our busy 43 service to Manchester Airport and the 42 service between Manchester and Stockport. All of our Stagecoach branded buses are low floor to provide easy access for our passengers, particularly those who are elderly and disabled, and those parents with children in buggies. 68% of our Magic Bus branded buses are also now low floor. All our vehicles are inspected by our engineers at least every 3 weeks, maintained to much higher standards than the legally required minimum, and cleaned inside and out on a daily basis, to ensure the safety and comfort of our passengers We have reduced our total energy usage by 19% saving 380 metric tonnes of carbon our environment We used 16.9 million litres of diesel last year, at an average of 6.14 miles per gallon. All our fleet runs on low sulphur diesel, with a high-tech additive Envirox to reduce pollution and improve fuel consumption. Vehicle engines must meet increasingly higher Euro standards of exhaust emissions. 70% of our fleet meets at least the Euro 3 standard. Our new Hybrid buses operated 735,000 miles since their launch in September (figures to March 2011). Since this launch, the company has saved 5.5 tonnes of CO2 per day and over 585,000 litres of diesel. In March 2011, we opened our state of the art Sharston depot. The new depot has many features designed to save energy and water including the harvesting of rainwater and the use of the energy efficient lighting and heating systems. We have seen significant uplift in environmental performance over the last year. For example, we now recycle 93% of our total waste and have reduced our total energy usage by 19%, saving 380 metric tonnes of carbon.

our achievements Investment in new buses 5.7 million in 30 New Hybrid buses Investment in new depot 6.5 million on new depot in Sharston In the past year Stagecoach Manchester and our employees have been recognised with a number of industry awards. National Transport Awards 2010 Stagecoach Manchester was named as Bus Operator of the year in July 2010 Bus Industry Awards 2010 Engineer of the Year winner Darren Roe, Engineering Director. Unsung Hero Award Highly Commended Bill Priday for his work on energy efficiency and recycling. We were also shortlisted for City Operator of the year, Depot of the Year (Hyde Road) and Marketing Campaign (Unirider). facts 4 98 million passengers 4 23 million miles 4 1836 staff 4 655 vehicles 4 99.5% service reliability 4 96.8% service punctuality

How to Contact Stagecoach Manchester Customer Services Email: manchester.enquiries@stagecoachbus.com Stagecoach Manchester Head Office Hyde Road Manchester M12 6JS Tel: 0161 273 3377 If you are unhappy with any of our responses you may contact The Independent Bus Appeals Body. All appeals should be addressed to: BAB, c/o Bus Users UK PO Box 119 Shepperton TW17 8UX Tel: 01932 232574 E-mail: enquiries@bususers.org Website: www.bususers.org Public Transport route and information Monday to Friday Saturday and Sunday 7.00am - 8.00pm 8.00am - 8.00pm Calls from landlines cost 10p per minute. Calls from a mobile may vary. Details correct at time of print. Stagecoach cannot be held responsible for changes made to other operators services. stagecoachbus.com/manchester Made from 50% recycled & 50% sustainable sources.