Annual Performance 2011-2012
KEY FACTS 2011/12 38 million passenger journeys were made on Stagecoach in Fife, Stagecoach in Perth and Stagecoach Strathtay services 27.1 million miles operated across Fife, Perthshire, Dundee and Angus 1220 staff working from the 11 depots that serve East Scotland 522 buses and coaches 77% of which are fully accessible 4 million investment in new vehicles 99.9% service reliability 94% service punctuality
Stagecoach East Scotland provides local bus services in Fife, Perthshire, Dundee and Angus. Our aim is to provide safe, reliable, punctual, clean and comfortable services with a good value for money range of tickets and fares. May 2011 to April 2012. our staff We are a major local employer with 958 drivers, 187 engineers and cleaners and 75 supervisors and managers all based locally. All our staff are fully trained in their respective skills, with the emphasis on passenger safety, comfort and courtesy. One of our young managers was recently highly commended at the UK Bus Awards in 2011. All our drivers have completed the first stage of their Certificate of Professional Competence (CPC). We employ 7 engineering apprentices from within the local community to provide skills for the future. All our staff have the benefit of our Group pensions scheme with employer contributions. our fleet We operate a fleet of 522 buses and coaches, 19 of which we replaced over the past year with a total investment of 4 million. All new buses are fitted with CCTV to ensure passenger and driver safety.
The Government requires all buses to be fully wheelchair accessible by 2016. We are well advanced with our fleet modernisation, with 85% of our fleet (excluding school buses) being low floor or wheelchair lift equipped to provide easy access for the elderly, disabled and buggies. Our vehicles are inspected by our engineers at least every 3 weeks, and maintained to much higher standards than the legal minimum to ensure safety and comfort. Every vehicle is cleaned daily. reliability Reliability means ensuring that our passengers can have a high degree of confidence that their bus will turn up. We operated 99.9% of all scheduled journeys with 0.01% failure due to internal reasons, and 0.09% due to external reasons such as congestion and diversions. In the past year we operated a total of 27.1 million miles. punctuality Punctuality means ensuring that your bus will turn up on time. We monitor our services for punctuality and 94% of our services monitored operated within 5 minutes of their scheduled time, traffic congestion being again the main reason for delay. We continue to seek improvements both through rescheduling services and in discussions with our local highway authorities. our fares We endeavour to provide value for money fares and ticket options. In addition to our standard single fares we offer unlimited travel period tickets. Details of our dayrider and megarider tickets are available online and some longer period tickets can also be bought online for quick and easy payments. We increased fares once during the year by an average of 5%. This was to cover our increased costs of pay, fuel and insurance, and to provide for further investment in new vehicles, plant and equipment.
customer satisfaction We carried a total of 38 million passengers over the year, an increase of 2.7% over last year. Despite our best efforts, unfortunately we sometimes give cause for complaint. In the past year we received a total of 943 passenger complaints about our services, a decrease of 3% over the previous year. That equates to one complaint per 40,500 passengers. We comply with our industry code of practice, and every complaint is investigated and action taken to avoid repetition of the problem. our achievements We have agreed partnerships with Fife, Perth and Kinross, Dundee City and Angus Councils to work together to improve and invest in our local network of services. We have made some improvements to services over the past year including the introduction of a new cross boundary service linking a number of coastal towns and villages with two major Scottish cities, Dundee and Aberdeen. The new high quality express service is operated with high specification coaches offering a luxurious travel option.alongside Fife Council, Stagecoach in Fife recently invested in the Ferrytoll Park and Ride facility on the North side of the Forth Road Bridge to improve the infrastructure, customer service and information provision at the site. After 10 years of its operation the site now sees 20,000 passengers every month using the bus routes which serve the site. our environment We used 3.4 million gallons of diesel last year, at an average of 8 miles per gallon. Driver training, through a safe and efficient driving course is carried out to improve fuel consumption. The launch of hi-tech Green road technology across the region has led to lower emissions from a number of the Fife depots with continual improvements being made and drivers are being rewarded for their efforts in eco-driving when low emissions are recognised. Stagecoach Group has achieved the Carbon Trust Standard for reducing energy consumption, and has announced a challenging CO2 reduction programme for the next 5 years. 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. 72% of our fleet meets at least the Euro 3 standard. We recycle most of our waste, such as litter, used oils, filters, batteries, parts, etc. We also recycle the water we use to wash our vehicles every night. Stagecoach in Fife operates a carbon neutral network on all services running between Fife and Edinburgh with trees planted to offset the carbon from these vehicles until 2013.
getting in touch Stagecoach East Scotland Offices 47-51 Evans Business Centre John Smith Business Park Kirkcaldy, KY2 6HD eastscotland.enquiries@stagecoachbus.com www.stagecoachbus.com We have a dedicated helpdesk for customers with disabilities. Contact us on 01333 426038 for assistance or email aberhill.disabilityhelpdesk@stagecoachbus.com What do do if things go wrong We do our best to meet your expectations, but occasionally things go wrong. If you feel we have failed you in some way please tell us about it. Contact details are above. If you are unhappy with our response, this independent body will review complaints: Bus Passengers Platform, Scottish Government, Area 2D Dockside, Victoria Quay, Edinburgh, EH6 6QQ 0131 244 5306 buscomplaints@scotland.gsi.gov.uk nationwide bus times * Calls cost 10p per minute from BT landlines, charges from other providers or mobiles may vary. *