annual performance greener, smarter travel stagecoachbus.com/northeast

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1 annual performance greener, smarter travel stagecoachbus.com/northeast

2 annual performance May 2008 to April 2009 about us Stagecoach North East provides local bus services in Newcastle, South Shields, Sunderland, Hartlepool and international provider of bus, coach, tram and rail services in the UK, USA and Canada. This report covers our activities over the year up to April drivers. 250 engineers. 120 administration our employees We are a major employer in the local economy and employ some 1200 drivers, 250 engineers and 120 administration and managerial over the past year, we have recruited and trained over 90 new employees. Almost 70% of our drivers have achieved their S/NVQ qualifications Driving (SAFED) course in the past year. We are also active in getting more young people into our company through the Stagecoach Apprenticeship Scheme, and we currently employ 17 engineering apprentices from within the local community. We are proud of our employees for both their work performance employ a world-class marathon runner, an MBE, a world championship bridge player and a gentleman who scored a goal at Wembley! Gillian Belton, our Travel Shop Manager, received the CPT Northern Passenger Transport Employee of the Year award and driver John Paige was a finalist in the UK Bus Awards Customer Service Champion category our fleet We operate a fleet of 545 buses and in the past year we have invested 5.75m in 49 new buses for local areas, all of which are fully accessible and meet the latest Euro emission standards. This means that almost 70% (373) of our fleet is now made up of fully accessible low floor buses, and we are well on target for meeting the government target of fully low floor fleets by Within our fleet we also operate the state-of-the-art Quaylink hybrid vehicles as well as the NewcastleGateshead CitySightseeing buses.

3 we achieved over 99% of our 24 million planned journeys reliability Reliability means ensuring that our passengers can have a high degree of confidence that their bus will turn up. In the past year we planned to run some 2.6 million journeys over almost 24 million miles and we achieved 99.6% of these. Of the 0.4% scheduled journeys that we didn t operate, 0.2% was due to factors within our control, such as driver and vehicle allocation, and 0.2% was due to factors out of our control, such as bad punctuality Punctuality means ensuring that our buses run on time in accordance with the timetables we publish. The Commissioner, is that 95% of journeys should run no more than 1 minute early or 5 minutes late. In the past year we monitored 9.9% of scheduled journeys and, of these, 96% ran within the standard. t new investment In addition to new vehicles, we have also invested heavily in online solutions, onboard equipment such as CCTV and anti-vandal measures and employee training. In the past year our costs have increased considerably due to factors such as fuel and energy We aim to avoid fare increases wherever possible and so have worked hard to find alternative solutions to be able to counteract these rising costs internally. These include a 350,000 green strategy, through which we are aiming not only to lessen our environmental impact but also to reduce our energy costs by 20% over the next 5 years. our community We are a major employer in the local community and enable thousands of people to go about their everyday activities. We work closely with our employees on local fundraising initiatives and have helped to raise 14,072 for local charities over the last year. We also work closely with local organisations and partnerships such as the Bridge Scheme, Guide Dogs puppy trainers and Disability North and regularly participate in events to raise awareness of public transport issues such as National Falls Awareness Week and individual depot open days. customer satisfaction In the past year we have facilitated over 85.6 million passenger journeys, an increase of 2.5% over the previous year. In the same period, we received a total of 2016 complaints, equivalent to one complaint for every 42,460 passenger trips. Our ongoing customer satisfaction monitoring scheme, using existing passengers as mystery shoppers continues to provide invaluable feedback on our operations, with over 90% of participants stating that they are happy with customer service levels.

4 85.6 million passenger journeys over the last year. An increase of 2.5% on the previous year. our other achievements Finalists in two categories at the UK Bus Awards The introduction of an employee discount scheme, working with Market growth and product introduction within key customer segments such as the youth, corporate and student markets. A 17% increase in investment in employee training. the environment Public transport has the ability to reduce both pollution and congestion, as the CO2 per passenger kilometre on public transport is much lower than if we all travel separately by car. However, bus and coach diesel engines are also polluters. Playing our part in cutting down harmful emissions is important to us, as our buses use over 16 million litres of fuel a year. All of our new vehicles must comply with the latest Euro engine emission standards and 56% of our total local fleet now complies with Euro 3 standard or higher. All of our vehicles run on Ultra Low Sulphur Diesel (ULSD) with 5% bio content and, in addition to this, we use a high-tech fuel additive Envirox to further reduce fuel consumption and emissions. This year we also introduced our North East environmental strategy and we are working hard to reduce our wastage and ambassadors both in and out of the workplace.

5 annual performance May 2008 to April 2009 key facts 85.6 million passenger journeys were made on Stagecoach North East buses 24 million miles operated across the North East 99.6% reliability and 96% punctuality on services throughout the North East 545 buses across Newcastle, Sunderland, South Shields, Hartlepool and Teesside employed across six Stagecoach North East depots 5.75 million investment in new buses

6 Printed on recycled paper. Please recycle this leaflet after use. Stagecoach North East Wheatsheaf, Sunderland SR5 1AQ Timetable information Calls cost 10ppm from a BT landline. Other service providers may vary. If you have a complaint that we are unable to resolve, there is an independent body which can review complaints about the operation of bus services. They can be contacted at: The Bus Appeals Body, PO Box 2950, Stoke-on-trent, ST4 9EW Details correct at time of print. Stagecoach cannot be held responsible for changes made to other operators services. stagecoachbus.com/northeast