How BRT can develop the bus mode in Dublin Paddy Doherty, Chief Executive, Dublin Bus

How BRT can develop the bus mode in Dublin Paddy Doherty, Chief Executive, Dublin Bus

Background Dublin Bus operates the public service obligation network in the Greater Dublin Area Also operates some commercial services (Airlink, Tours) Currently carrying @ 118 million passengers per year, more than 7,400 bus departures per day 61% of all PT journeys into CBD are by bus

Dublin Bus Overview 2014 918 Fleet (excluding Tour buses) o 845 standard double deck o 70 tri-axle double deck o 3 midi buses 111 routes 7,300 weekday timetabled trips 52 million vehicle km operated per annum 2,400 drivers will grow by +100 per annum 3,200 total staff 7 depots 118 million customers 5,000 bus stops

Network Direct Very large completed bus network restructuring by European standards Redesign of all 171 bus routes +400 meetings with external stakeholders Complete redesign of operational practices for all employees +100% increase in cross city routes 36% reduction in route numbers Core network carries +70% of customers Completed in 2013

Network Direct Outcomes 2010 Project End Change Routes 171 110-36% Fleet 1,117 875-20% Staff Customers Financial 3,891 3,210-17% +4%pa 45M pa saving

Customer Experience Strong support for fleet replacement and refurbishment from NTA 100% accessible fleet standard facilities on all routes and buses - continue addition of buggy space on new buses Highest standard of training - vigil vanguard combined with CPC - for customer comfort and safety for all drivers

Customer Experience Real Time Passenger Information on-street units at ~ 500 bus stops now expanded list to NTA for further 400 Real time information available at all 5000 stops on Apps, Web and Txt. 800,000 app downloads across iphone/android Customer Relationship Database building has commenced through Wi-Fi & web to develop outbound route specific alerts, allowing real time updates about changes to your route Audio announcements - next stop and safety - on all buses now Passenger Information Displays On-Bus out across the fleet during 2014 2015 Rolling Working closely with the NTA to improve customer information mapping, timetables, on-line information - across the GDA

Customer Experience WIFI free and working well available on all buses and routes now Extensive use of on-line channels to communicate with customers. Both customer support & outbound marketing/information: o Ave. 800,000 website visits per month o 16,000+ followers on Facebook, 24,000+ on Twitter We are using all media channels to drive customers online to relearn the new Network (Network Noel) in a fun and engaging way We are working closely with the NTA to improve customer information mapping, timetables, on-line information via the National Journey Planner - across the GDA

Leap and Fares Full LEAP customer implementation from end 2014 to include: o Products Dublin Bus rambler now purchased onto the Leap Card o Capping limits on the cost of daily and weekly travel now apply free journeys after a certain spend o o Rebate - next journey within 90 minutes after start of first will be discounted Autoload - Direct Debit arrangement to topup epurse automatically if credit falls below a certain point Next step is to look at simplification of the DB cash fare range over three year period from 2014 Significant improvements in ease of using the networks and value for customers

Customer Experience Research Results From Behaviour & Attitudes Survey In March/April 2014 All Dubliners (600)

Satisfaction with Last Trip All ever use Dublin Bus: 408 44 Very satisfied 48 Fairly satisfied 2 6 Not very satisfied Not at all satisfied Strong score; crucially top box is greater than second box positivity is quite emphatic. However: 70% - 80% top box is the norm in retail! Q.12a I would now like to ask you some questions about your most recent journey on Dublin Bus. Thinking about this journey, how satisfied were you with your experience overall? 12

Dublin Bus: Hostage or Advocate All use Dublin Bus: 185 Gender Age Social Class Total Male Female U25 25-34 35-49 50-64 65+ ABC1F+ C2DEF- % % % % % % % % `% % Choose Dublin Bus 62 67 57 59 63 66 62 59 61 63 Only option open to me 38 33 43 41 37 34 38 41 39 37 U25s and 65+ most likely to feel like hostage. Q.12b And did you choose to use Dublin Bus for that journey or was it the only option open to you? 13

Main Reason for Using Dublin Bus More Often Nowadays All Dubliners using Dublin Bus more often 170 ABC1 (88) C2DE (82) Favourable routes - brings me to desired location Convenient/easy to use % 38 36 % % 30 45 31 41 Always use/only method available Reliable service Accessible/nearby 15 13 11 9 21 19 8 17 7 Don't have to worry about parking availability/costs I have a bus pass/leap card Affordable service Realtime information available online/through App Frequency of buses Other 7 6 5 5 3 2 8 7 5 6 5 5 7 3 4 3 3 1 Q.5 What is the main reason you use Dublin Bus more often nowadays? Anything else, any other reason? 14

Customer Numbers Growing Growth of over 4% annually. This trend has now stabilised. We expect to carry an additional 4 million customers in 2014 118 million Build on strong performance of Network Direct /RTPI/Leap Minimum of 50 additional buses will be needed in next 3 years 3 additional people employed for every bus added to the fleet 15

Challenges Now Network Capacity to meet growing demand Congestion acceptable journey speeds/bus priority Reliability headways Boarding times Information and interaction with customers Carbon/Environmental targets

BRT will deliver: Operational Additional capacity up to 3,600+ customers per hour Complementary to and enhancement of conventional network Benefits to all bus operations along BRT corridor By extension benefits to areas beyond corridor Running speeds of 20-22 kph compared to current 14-16 kph Quality bus priority track and signal - to deliver even headways Efficient operation

BRT will deliver :Customers Reliability Speed Convenience Vehicle and off-bus comfort Environment Image Information/Communication

BRT will deliver: Dublin Greater use of Public Transport A new investment option for the city Enhanced image for the bus mode A high quality cost effective solution that can be delivered in a relatively short timeframe A city-wide integrated network

Perception Differentiated Quality Tram like Delivery on BRT can drive usage in standard network

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