A Question of Quality Contracts

Who's best placed to have control of local bus services?
Like most things in life, the answer is far from straightforward.
In most of Britain, it is the operator who decides most elements - the routes, the times, the fares, etc. With 56 days notice to the Traffic Commissioner (who is mostly duty-bound to accept any changes), the bus company is up and running.
Good idea?
It's been that way since 1986, and whilst the debate has simmered since those days of Thatcher and Ridley (the then Transport Secretary), the answer ultimately hasn't been forthcoming.
A tool in the box - as yet unused - is "Quality Contracts". This effectively hands the Local Authority the power to decide the routes, times, fares, etc, and invite private bus companies to bid for exclusive powers to operate them - a franchise, if you like. This is what happens in London, where Transport for London (TfL) decides most aspects and the operators win contracts to operate them.
In many ways, London is unique. A "free for all" as such as happens everywhere else would bring chaos to the streets of the capital. Undeniably also is the quality of London's bus network. It is held up around the world as something very good. When I represented the UK on a European Union-sponsored project about public transport in Cities, everyone had heard of London's transport system, but precious few understood the deregulated environment outside of it. London's way of doing things is very "European".
Does it work? Undoubtedly. Is it expensive? Most definitely! It is the subject of much debate during the current Mayoral hustings - the rest of the country's local councillors and politicians would kill for the same interest in local bus services!
So Quality Contracts remain in the box - but for how long?
How do we suppose that we'll see one outside of London? How do we prove that we need one? Why might we need one?
All eyes in the bus world are currently watching the North East. It is here that Councillors are pushing the Passenger Transport Executive Nexus (their equivalent of Centro) to introduce a Quality Contract.
But on what grounds?
Although I wouldn't profess to be an expert, on the 2 occasions that I've been to Nexus-land in recent years, I found the local bus services to be really effective. Go North East, one of the major operators, is seen as one of the UK's best operators.
The company, alongside other operators, is pushing for more "Quality Partnerships" between Nexus and the bus companies. It quotes a figure of around £140m to operate the local network. Interestingly, the same councillors pushing for the Quality Contract have also ruled out a London-style congestion charge to raise funds - so who pays?
I'm all for more and better funding of local bus services, but with lack of London-style Mayors (for now at least), is returning control of our buses to local politicians the way to go?
In the main, bus operators know their stuff. As commercial businesses, they have a good handle on where the majority of people want to travel. Of course there will be demand for services that aren't commercially viable, but the system currently allows for this, with tenders for such services deemed necessary. It isn't perfect and there are losers, but with public money and public control would this necessarily be any different? If anything, public scrutiny of money spent means that loss-making services would be even more under the public eye. This is exactly how it was pre-1986. Then we were managing decline - now we need innovation in public transport more than ever.
I have no idea if the North East is failing so badly that its councillors feel the need to take control. What I do know though, is that the "Quality Partnership" approach that is taking place on my doorstep here in the West Midlands appears to be gathering pace and improving our lot locally.
Slowly, things are improving all the time in the Centro area. We have seen several "Network Reviews" which, whilst being extremely comprehensive and maybe unsettling for some, have generally improved local networks (appreciating that there will always be winners and losers in such moves), we have much improved facilities such as top quality Interchanges, operators have responded with new vehicles. The new Oyster-style smartcard is, we're told, almost there. But one of the biggest innovations is the continued evolving of the "Network West Midlands" brand. In a few short years, it has become ingrained into our psyche as a well-recognised brand that makes our large, often complicated public transport network more coherent.
I don't believe that all of this doesn't have its problems to address and issues to resolve, but it's all been done through a spirit of partnership between the public and private sectors, and it is us, the passengers, that reap the benefit.
There is always more to do, and our public transport in the West Midlands is by no means the best around, but it is on an upward curve, without the need to "bang heads together" in a Quality Contract.
I'm by no means dismissing the requirement somewhere for a QC. But the best bus services - be they in Brighton, Nottingham, Edinburgh or elsewhere - always feature a spirit of co-operation between the operators and the local authority. A "shared vision", if you like.
In these economic times, all money - especially public funds - needs to be spent extremely wisely. In transport, where more investment is always needed, a true public-private partnership that works well is always a good solution.

Bus Lanes and Councillors - the lack of love.....

It's the perennial problem.
 Give the bus some much needed priority and you can bet your house that a Councillor will, at some point, decide that it's easy pickings for a bit of a spat in the local rag. I've seen it loads of times over the years. When it comes to creating an issue that will create a talking point, buses are easy pickings.
If it isn't the fact that they're "always late" or that they are "too expensive", or "don't go where people want them to go", the mere mention of them having some tarmac to themselves certainly gets the blood pumping. Take away some valuable road space from already "hard done to" motorists and give it to buses? Scandalous!
And thus it came to pass that, once again, the front page of the Express & Star was adorned in more ramblings that bus lanes in Dudley Town Centre "do nothing" from the Council's transport supremo.
Excuse me?
I've been catching buses in Dudley for many of my 40+ years. I can assure the Councillor making these claims that the only thing "doing nothing" is the Council for not enforcing the abuse of the bus lanes!
Dudley is like many other towns across the country. It suffers at times from damaging congestion. It doesn't have enough bus priority, but that is easier suggested than done. So why the suggestion to remove some of the precious little that we do have?
Dudley Borough is doing rather well of late when it comes to public transport. Following the bus network review in 2008 (the first in a series of partnership working reviews between Centro and the bus operators)bus use is up. National Express West Midlands, Diamond and other smaller operators have invested significantly in new vehicles. In the south of the Borough, Stourbridge's new Interchange has opened this week, to critical acclaim. Merry Hill is next, with a £10m investment in the bus station and surrounding roads. And more investment in the form of hybrid electric-diesel buses for a major route linking Dudley and Wolverhampton has recently been secured. A lot of investment, then. And it is needed.
The chronic congestion that snarls up this part of the Black Country can partly be tackled by making public transport vastly more attractive - and that is what is happening. More to do, granted, but I haven't felt so optimistic for a long time. So whilst we see millions of pounds invested in new kit and new facilities, the humble tin of white paint that defines bus priority on our roads is as much as important as anything else. Because new buses and shiny bus Interchanges mean nothing unless the buses can be relied on to run on time. Yes, a huge, mammoth task, but get the jigsaw of quality Interchanges, smart new buses, easy to understand routes, competitive fares and - by no means least - reliable services right, and the prize is huge. So the suggestion to consider removal of bus lanes in Dudley is, in my opinion, short-sighted. Progressive local politicians need to see the bigger, longer, wider picture. They need to have the guts to sanction bus priority for the wider benefits that reliable bus services bring.
It's all too easy to consider bus lanes a poor use of resource - they are anything but. Instead, they need to be seen as an effective tool in helping public transport provide a better image of itself as a reliable mover of masses of people. I have written to the Councillor in question on a personal level to urge him to think again about suggesting removal of the bus lanes, and instead concentrate on enforcing them more effectively.

New Stourbridge Interchange Opens!

The new £7m Stourbridge Interchange welcomed its first passengers this morning. (The picture shows the first departure - the 0737 service 9 to Birmingham). Although it was a low-key kick-off (the full "opening ceremony" will take place next month), bus users in the town will feel the huge impact and step change in quality - this really is something special! 18 months in build, it absolutely has been worth the wait. There simply is no comparison with what stood in its place previously, and makes a statement that quality public transport facilities are not only what is required, but is actually achievable, especially in these austere times. (The Interchange opened on time and in budget). I've often walked around transport termini in Europe and thought "why can't we have that back home?" - well, Stourbridge - along with it's larger sister in Wolverhampton, also recently opened, is right up there with the best. The basics are all here, and very well presented. Electronic information screens (as well as more traditional timetables), a small convenience store, toilets, CCTV, etc, and an artistic design that has been well thought out and designed. It links seamlessly with Stourbridge Town Railway Station, which has itself seen large improvements in recent times with the Stourbridge Shuttle Railcar service, linking in to brand new trains from London Midland on the Snow Hill lines. Arriva are also commencing some new journeys on some routes as part of contract wins - with some brand-spanking new vehicles, to compliment the new buses from National Express West Midlands too. These are indeed heady days for public transport in this little corner of the Midlands - and with passenger numbers up since the bus network review back in 2008, things are improving all the time. Public transport is often understated, but is vital to our country and the economy. To get more people using it brings benefits to all, but it must be a quality experience. We're by no means there yet, but achievements like the new Stourbridge Interchange are exactly what is needed to keep heading in the right direction. We must thank the bus and rail operators and their staff for their continued investment in new kit, and to the politicians and professionals of Centro and the West Midlands Integrated Transport Authority for their ongoing drive to improve the passenger's lot. It is just so sad that Councillor Angus Adams - a gentleman I've interviewed several times on the radio, and talked a lot with about public transport, as Chair of Centro - who passed away last week, won't be able to finally see the new facility open and working. I know it meant a lot to him. I must also give a quick mention to Roger Chance's website - www.stourbridgeinterchange.co.uk - which is packed full of all things bus-related in Stourbridge. He was there with a handful of us early morning stalwarts to see the first departure this morning! Further information can be found on www.networkwestmidlands.com/stourbridge

The Little Things That Matter!

I went to buy a printer earlier this week. The usual bewildering choice.
Sadly, the "customer service" was as I expected. No one in "multi-national A" (as we'll call them) was remotely bothered. So I bought one eventually.
Equally as predictable, it had a fault.
I took it back. Equally as predictable, no one was remotely bothered. Except when I wanted a refund. I got one, in the end. But a bitter taste in the mouth was what I was left with. I won't be shopping there again. And I suspect "multi-national A" won't give two hoots either.
I took my business elsewhere, to an award-winner retailer. Much better service, product worked, I'm happy. I'll go there again.
But what has all this got to do with public transport?
Tonight was a prime example of how the little things really matter.
In the example of the printer, there were 2 retailers. One was, frankly, rubbish. The other went the extra bit. Not far, but enough to make me feel like I was happy with the service, and I'd be happy to shop there again.
In many examples of public transport, there is a monopoly provider. This isn't a "political" attempt to promote commercial competition in transport, nor to sing the praises of a monopoly public service provider. It is a simple, yet telling tale of how public transport has to understand the service it provides in the eyes of its users.
This evening, I have caught a late night bus home. In fact, mine was the last one. The great British weather has cast its spell again, and it was freezing at the bus stop.
As is the usual case, I can see my bus parked 100m down the road. Driver slumped half way down the vehicle, lights off. My bus is due at 2320. At 2321, there is some movement, and the bus shuffles onto stand, eventually departing 2 minutes late.
What's my beef, I hear you cry?
The bus left well within Traffic Commissioner standards. It got me home.
But to me, it says everything about why this particular bus operator - and the industry in general - need to understand customer service a lot more.
Like when I had my printer experience, the "service" was eventually provided, but I was left disappointed by "multi-national A".
Here, myself and 4 other passengers were left to shiver in a cold, dark bus shelter until the driver decided - 1 minute late - to saunter up to the stand and pick us up.
Imagine if he'd come up to the stand 5 minutes earlier and let us escape the cold? Imagine how much we'd all have felt - maybe even subconsciously - about public transport?
As it is, you get the impression that it reinforces stereo-typical attitudes about the industry. "If only I had use of a car".....
I board the bus, ask for a £1.70 fare back home, and am greeted with......well, actually nothing.
The whole experience is a sterile, love-less one.
And yet, by the simple acts of allowing us on 5 minutes earlier, and a "thank you" with eye contact when I pay my fare, just think about how my experience of public transport could have been transformed.
Public transport needs to learn these skills universally.
On my travels, I come across excellent examples of good practice, many of which I post on here. When I work on the railcar, I'm acutely aware - always - of public perception of the service I'm providing. Public transport, often as monopoly provider, needs to delight passengers whenever it can. This isn't always possible or easy, especially when there are problems, but it IS possible to do this much of the time.
Out of the 2 retailers I dealt with with my printer experience, 1 will get my custom next time, the other will not.
In the world of public transport, many won't even have the option of an alternative supplier. The danger is that, should they have an option of ditching the bus/train/tram or coach in favour of the car, some of them seriously would do so.
This is the great challenge for the public transport industry.
Giles Fearnley, MD of First (UK) Bus said recently "the challenge is to make the price of a bus ticket as valued as the price of a cappuccino"! He's got it in a nutshell.
Huge numbers of Brits pay well over the odds for overpriced coffee, yet value what they have in their cups. Yet huge numbers of Brits resent paying for their travel costs, as shown in endless surveys. Why is that?
The answer, of course, isn't simple. Maybe we'll never get to the point where we're happy to hand over our hard-earned to transport operators, in the same way that we get excited over skinny mocha-latte. (Or whatever it is).
But we really have to grasp the idea that, often, it's the little things that matter.
And when you're shivering at a bus stop at twenty past eleven at night awaiting a bus you can see with the driver not willing to relieve you of that feeling until he absolutely has to, you realise that public transport still has a way to go.

The Folly of the Great Fuel Scandal

What a surprise.
The moment Mr Cameron issued his Pike-like "Don't Panic" edict, there was only going to be one outcome. A mad dash to the pumps, with all the usual motorist's manners of pushing, shoving and "me first". How depressingly typical.
Whatever Unite's reasons to vote for strike action, it proves once again how over-dependent on barrels of fuel the Western World is.
Public transport ought to be well-placed to capitalize on such angst amongst motorists.
I for one haven't joined in the melee down at the pumps, because I know the bus, train and tram can get me to where I want to go, most of the time.
I'll just pause for a moment for those who now wish to rant at me about how their life depends on the car to compose themselves first.
But I'm being pedantic.
However much there's a lot of truth in the fact that public transport is well-placed to pick up new users, it rather isn't that simple.
Rail is enjoying a boom time. There are already record numbers of people using the trains, and we're having to play catch-up with regard to capacity issues. Backing High Speed Rail 2 is a welcome move, as are plans to add extra capacity in the form of carriages in some areas. But there is still lots to do.
Buses are different. Operators are finding it increasingly difficult to operate services profitably. Local Authority budgets are facing significant cuts to subsidise some services.
And the elephant in the room is that, for many people, buses aren't on their radar, for a whole host of reasons.
My blogs are often positive about public transport, because I have a passion for good public transport - and there's plenty of it around. But the industry still has a monstrous challenge to convert more people to use buses - and the bus industry can't do it alone. It needs Local Authorities and local politicians who are on the same wavelength.
There is also the issue of actually understanding public transport.
I've seen seemingly intelligent people stare blankly at timetables and information. I work with it every day, but I recognise that there is still a job to simplify the information that the travelling public sees and tries to use. Describing large conurbations like the West Midlands Centro area is always going to be a challenge, but it is this very interface that people have to come into contact with. How sad it would be if, given the impending fuel strike, people turned to public transport and had a poor experience, for whatever reason.
Now, more than ever, is the time to pick up new passengers and leave them with a feeling of "hey, that wasn't actually that bad. I might use it again".
There are lots of variables until we get to that point, but our public transport network is basically a decent one in many areas. Selling it to fuel-starved motorists - and then keeping them - must be the focus for every single person who works in the public transport industry.

The Son of Happy Dragon!

Back in the 80s, when bus deregulation set the shackles free on bus livery and branding, Crosville (remember them?) not only had a lighter shade of green to what I remember as a small child, but also a big brash cartoon creature adoring part of their double deckers on the “Cymru Coastliner” – a “happy dragon”, no less.
Fast forward to 2012, and the dragon has breathed his last bit of fire a long time ago (happily retired, on at least one preserved Olympian), but the name of “Cymru Coastliner” is back – adorning some very smart Arriva double deckers on the long Chester-Rhyl service. Carol Kirkwood predicted fine weather, I had a couple of days off, so out came the travel bag!
First, I had to get to Chester.
A smooth 30 minutes aboard a London Midland Liverpool-bound train to Crewe was followed by a much improved class 158 of Arriva Trains Wales – showing off it’s newly refurbished interior. I was never a fan of 158s, but this at least looks and feels a lot better, even though the legroom for your own “Happy 6’7” Dragon” still leaves a lot to be desired. In many ways, Crewe to Chester reminds me of a big version of Stourbridge Town – Stourbridge Junction, with 1 train shuttling up and down with no stations in between. I bet I still complete more round trips then them though, when I’m at work!
Avoiding the temptation of the bacon roll offer at Chester station (difficult!) I was confronted with Helms of Eastham outside the front of the station. Last time I was here, there was a free shuttle bus to the City Centre. Now it’s £1. And I wonder if, in the long term, it is actually costing the Council more in concessionary pass payments than it ever did before…..
There’s plenty of takers. One full bus moves away and the next bus rapidly fills up, with the friendly driver reminding several takers that it isn’t actually a free bus. Several more pound coin transactions take place and within minutes we’re in the heart of the shopping area of Chester. Everyone piles off and more pile back on. The bus pulls away with a notice on its rear end proclaiming “I’m not as ugly as the other bus”. What on earth is that all about?!
The less-ugly shuttle bus doesn’t serve the bus station though (or “bus exchange”, as I discover), and for those not au fait with this historic City, it’s a bit awkward to locate, hidden (as many bus stations are) in a strange corner.
The bus station is as I remember it from the last time – fairly uninspiring, but seemingly functional. First and Arriva (as direct descendants of Chester City Transport and Crosville respectively) are the main players here , and route 1 “The Blacon Pointer” (the raison d’etre of my last visit) is still very much in evidence here – and still strange to see First and Arriva’s logo’s on each others vehicles, such is the spirit of “partnership” in this City (on this route, in any case).
There is still a small hut complete with man in dayglo tabard to advise us passengers, but I locate the “where to board your bus” board to see where my trusty stead will depart from.
“BX6” is the answer. Seemingly “Bus Exchange 6”. I’ve not come across a “bus exchange” anywhere else. Interchange, maybe, but “exchange”?
“BX6” is found by means of deduction. The remote shelter at the bottom of the exchange is anonymous, save for a route 11 timetable. The huge number 6, which should adorn said stand appears to have been picked away by Chester’s naer-do-wells.
A small gaggle of half a dozen passengers has gathered for the 1130 departure. A taxi driver manages to park right in the stand. You can hear the bus driver sigh from 200 metres. He unloads the incoming healthy load then pulls up to the stand and slams the door shut, walking off with his money bag. 5 minutes and a couple of photos later, he’s back and the few of us board the impressive looking bus, declaring its “free wi-fi”.
Most have concessionary passes, but I ask him for a day ticket. “Which one?” he asks. “Arriva please” I respond. “£6.50” he says, then asks where I’m going to. “Rhyl”, I offer. A quick nod of the head and I am relieved of coinage.
I make my way to the upper deck, where I greeted by luxurious seats and plenty of legroom. It isn’t THE most luxurious bus I’ve ever been on, but it feels nice, bright and clean.
And we’re soon on our way, speeding along unusually dead straight roads, past the huge Airbus factory and plunging into small villages. The bus appears to feel the wind quite easily as anything above 20 mph is greeted by the noise of a draught, even if we can’t feel it.
We pass beneath a low bridge at Shotton – the reason for the slightly lower than usual height double deckers?
The bus’s destination is actually Holywell (connect to Rhyl). Another effect of European legislation that sees the same bus and driver complete the full length of the journey, but has to be shown technically as two separate ones.
At Holywell we are greeted by a tiny bus station. I’ve never been here before. We are scheduled to have a 5 minute break here (presumably whilst the driver presses a button to show “Rhyl” or runs to a phone box to get changed, or something….) he even comes upstairs to inform us all that we’ll be here for a few minutes, actually “blaming the council” for changing the times! I replace my headphone in right ear-hole to the strains of Aretha Franklin, bemused.
I spot the “hole in the wall” café from my upper deck window, but before I can consider running downstairs and grabbing something with bacon in it, we’re off again, waving at another 11 running in the opposite direction.
On this leg of the journey, the service takes on a very “local bus” feel, traversing several housing estates and a barriered caravan park on its way to Rhyl. The service appears to be reasonably well used, although I’m the only one making an end to end journey by the look of it. Maybe the summer will see more tourists using the service.
There aren’t that many “spectacular views” of the sea. Although we’ve been hugging the coastline, the” breathtaking” view doesn’t materialise and after 2 hours we’re soon into Rhyl and its relatively new bus station.
We’re only 2 minutes late on arrival, which isn’t bad for such a long trip. Last year I commented that £6 for a Rhyl – Llandudno return was maybe a bit steep. Although the day ticket price has risen to £6.50 now, Arriva’s day ticket area is huge, and this feels much better value. I can even use it on the next leg of my journey to my destination of Llandudno.
Rhyl’s bus information centre remains closed (as it was in the height of summer last year), but the on-stand departure display for service 12 to Llandudno has been tidied up. I literally have 5 minutes before a 12 starts to load – another double decker, although this time older than the Cymru Coastliner and, due to my geeky knowledge, was originally pounding the streets of London .
The 12 to Llandudno has also been branded as “Cymru Coastliner” (on the single deckers on this route in any case) but there seems more double deckers on the route since I was here last summer.
And double deckers are better on this route. You CAN see the sea on the 12, and it’s better from upstairs!
The trip to Llandudno takes just over an hour and I’m now at journeys end. Time to find my hotel, but not before a quick visit to the bargain book shop en route where I pick up a copy of Buses yearbook 2010 for £4.99!
A night of bus nostalgia and real ale beckons!

The Best Job In The World - Finding Bacon Heaven with Chiltern Railways!

I've had some tough assignments in the world of public transport. From lurking in the rain on an industrial estate for a bus that only runs once every 2 hours to chatting up Welsh barmaids in the hope of finding out local travel information (she didn't know, and I didn't woo her over), this must surely be the biggest challenge of them all.
For me, the words "Chiltern Railways" and "bacon roll" go hand in hand.
When I had cause to visit London regularly for meetings in my old job, a bacon ciabatta on my journey southbound was what life was all about. I even christened it "Maryleroll" in honour of Chiltern's beautiful London terminus.
I never knew that I'd created a monster on Twitter!
My lyrical tweetings of approval soon gathered pace on the social networking site and others began using the hashtag #maryleroll in reference to the now legendary bacon experience!
Chiltern asked me to help them create the ultimate bacon roll experience. What a challenge!
So off we set. Me with the equally legendary Chiltern all-girl Twitter band Emma and Jo, notepads at the ready, in search of the best of bacon.
First up, the "opposition".
Heading into Birmingham City Centre, we tried two outlets. One offering a sandwich, the other a 99p bap. Both were decent. Although the best way to experience a bacon roll is surely gliding through the Warwickshire countryside with a coffee close to hand! The "99p offering" was good, but with nowhere to sit and eat it, the whole bacon experience is lost in the hustle and bustle of the City Centre...
Then its on board the 1055 Chiltern Mainline to London.
This "silver dream machine" is close to bacon heaven. Poised at a table with the Chiltern photographer and an ever-eager Emma and Jo, we're presented with various versions of bacon roll to sample. Some smoked, some not. Some in roll form, some baguette. The search for the ultimate bacon experience isn't easy!
The criteria is challenging.
I'm judging on the "top 3 bacon pointers" to help me decide:
1. Presentation.
Does it appear desirable? Substantial? Does the aroma grab me?
2. The taste. On first bite....
Is it warm? Does it excite the palate? (I've learnt this from wine tasters). Is it too hard? Too soft?
3. What about added value? What would compliment it?
Mushrooms? Egg? Brown Sauce? Maybe Red? How about butter? And what about a "meal deal"? Should it include coffee?
As we pull into Marylebone, the decision is made.
The ultimate bacon roll is nothing too extravagant. It's soft, attractive and comes with a choice of sauces. It's unassuming, yet classy. And it's designed to tickle your tastebuds as you head to the capital.
It's been a long, arduous, challenging thing to do. But you can rest assured that the best bacon rolls anywhere on the UK railway network belong to Chiltern Railways. It's surely the best job in the World!
Now all I have to do is persuade them that their parent company in Germany is in need of such research work......