1London’s bus networkMark O’DonovanHead of ContractingTransport for LondonJune 2013
Contents• Context and Background• London’s Bus Service Contracting System• Supplier Market• Recent Initiatives and Future ...
TfL travel factsEvery weekday in Greater London:– 6.5 million journeys are made on London’s buses– 3.3 million on the unde...
4Key Facts – Bus Operations• Buses operate 24 hours per day,7 days per week• 700 + routes (from 1 to 50+ buses)• 8,600 bus...
Usage and service levels1999/00 2012/13Passengerboardings 1296m 2335m (+80%)Passengerkm 4429m 8082m (+82%)Bus kmoperated 3...
Service volume and usage since 1963010002000300040005000600070008000900010000050100150200250300350400450500196319651967196...
The London bus system: organisationThe MayorStrategyChair of TfL BoardFaresTransport for LondonService planning & contract...
Contracting System
What drives customer satisfaction?
Introduction of contracting & private operationPre-1985 All services directly provided1985 First routes tendered(Direct op...
Contract types1985 - 2000 Gross Cost1995 - 1998 Net Cost2000 - present Quality Incentive• Five year contracts – possible p...
Monitoring the Service• TfL monitors a range of outputs including:– Mileage and reliability– Safety, and accidents/inciden...
Reliability (Excess Wait Time)13lower “Excess Wait” = better reliability
The Market and Competition1995 2013CowieBritish BusStagecoachLondonBuslinesThameswayCentreWestCapitalCitybusMetrobusGo-Ahe...
Recent initiatives andfuture challenges
Environmental strategy16400 hybrid vehiclesin service by end ofMarch 2013Hydrogen busintroducedDecember 2010
Better Customer Service• Nationally-certifiedqualification for bus drivers,including disability-awareness.• The ‘Big Red B...
Real time information• “Countdown” at2500 stops.• “Next Stop” insideall buses.• “Countdown” byweb and textlaunched October...
Some challenges19Manage the impact ofLondon’s development onservice reliability and cost.Support population andemployment ...
Transforming London’s bus serviceBetter trafficmanagementReal-timeinformation atstops / on-lineSimpleinformation atthe sto...
Overall satisfaction of bus passengers with their journey.2175 75 74 75 76 77 78 78 77 79 80 79 80 80 82010203040506070809...
http://www.tfl.gov.uk/22
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European Bus Operators' Forum - Mark O'Donovan

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European Bus Operators' Forum - Mark O'Donovan

  1. 1. 1London’s bus networkMark O’DonovanHead of ContractingTransport for LondonJune 2013
  2. 2. Contents• Context and Background• London’s Bus Service Contracting System• Supplier Market• Recent Initiatives and Future Challenges
  3. 3. TfL travel factsEvery weekday in Greater London:– 6.5 million journeys are made on London’s buses– 3.3 million on the underground– 6.2 million on foot– 0.6 million by bicycle– 0.2 million by taxi– 10.2 million car / motorcycle trips
  4. 4. 4Key Facts – Bus Operations• Buses operate 24 hours per day,7 days per week• 700 + routes (from 1 to 50+ buses)• 8,600 buses• 24,000 drivers• 19,000+ bus stops, 30 busstations
  5. 5. Usage and service levels1999/00 2012/13Passengerboardings 1296m 2335m (+80%)Passengerkm 4429m 8082m (+82%)Bus kmoperated 348m 490.5m (+41%)
  6. 6. Service volume and usage since 1963010002000300040005000600070008000900010000050100150200250300350400450500196319651967196919711973197519771979198119831985/861987/881989/901991/921993/941995/961997/981999/002001/022003/042005/062007/082009/102011/12PassengerKilometresperYear(millions)BusKilometresOperatedperYear(millions)London bus network: service volume and usage1963-2012Bus-km operated (millions) Passenger-km (millions)Note: new series for passenger-km from 2006/07
  7. 7. The London bus system: organisationThe MayorStrategyChair of TfL BoardFaresTransport for LondonService planning & contracting.Monitoring of output and quality.Consultation & engagement.Ticketing and AVL infrastructure.Stops, stands, stations.Information.Research & advice.Private sector contractorsTender for services.Run services to TfL standards.Employ drivers, controllers,engineers and other operating staff.Own assets, includingbuses and garages.
  8. 8. Contracting System
  9. 9. What drives customer satisfaction?
  10. 10. Introduction of contracting & private operationPre-1985 All services directly provided1985 First routes tendered(Direct operator competing with private sector)1985 Deregulation of bus operation in Great Britain, except inLondon1989 Direct operator prepared for privatisation(Split into smaller companies)1993 50% of the network tenderedOf which, 40% awarded to the private sector1994 Privatisation of state-owned companies
  11. 11. Contract types1985 - 2000 Gross Cost1995 - 1998 Net Cost2000 - present Quality Incentive• Five year contracts – possible performance based two-year extension• Payment based on reliability:– performance above targets = bonus payments– performance below targets = deductions
  12. 12. Monitoring the Service• TfL monitors a range of outputs including:– Mileage and reliability– Safety, and accidents/incidents– Driving standards and drivers’ working hours– Engineering standards and environmental reporting• Various monitoring tools are used and supported by audit.Results from Customer Satisfaction Surveys, MysteryTraveller Surveys and other surveys feed into contractmanagement.
  13. 13. Reliability (Excess Wait Time)13lower “Excess Wait” = better reliability
  14. 14. The Market and Competition1995 2013CowieBritish BusStagecoachLondonBuslinesThameswayCentreWestCapitalCitybusMetrobusGo-AheadLondonGeneralMetrolineMTLLondonUnitedOther 12companiesArrivaStagecoachFirst GroupGo-AheadGroupMetrolineNedRailwaysRATPVeolia-Transdev Others
  15. 15. Recent initiatives andfuture challenges
  16. 16. Environmental strategy16400 hybrid vehiclesin service by end ofMarch 2013Hydrogen busintroducedDecember 2010
  17. 17. Better Customer Service• Nationally-certifiedqualification for bus drivers,including disability-awareness.• The ‘Big Red Book’, ahandbook for drivers settingout expectations and adviceon dealing with difficultsituations.17
  18. 18. Real time information• “Countdown” at2500 stops.• “Next Stop” insideall buses.• “Countdown” byweb and textlaunched October2011.
  19. 19. Some challenges19Manage the impact ofLondon’s development onservice reliability and cost.Support population andemployment growth, maintainingquality of service withoutincreasing subsidy.Contribute to the quality oflife in London - regeneration,air quality, accessibility,healthcare, education, ......
  20. 20. Transforming London’s bus serviceBetter trafficmanagementReal-timeinformation atstops / on-lineSimpleinformation atthe stop‘Turn upand go’servicesSimple, affordablefaresAccessiblevehicles andstopsLoweremissionsReliable andquickerservicesDrivers trained incustomer care andequality Effective CCTV andpolicing supportImprovedpassengercomfort
  21. 21. Overall satisfaction of bus passengers with their journey.2175 75 74 75 76 77 78 78 77 79 80 79 80 80 820102030405060708090100
  22. 22. http://www.tfl.gov.uk/22

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