FIRST BUS A FOCUS ON CYMRU ANNUAL REPORT APRIL 2016 - MARCH 2017
FIRST SOUTH YORKSHIRE
A FOCUS ON SHEFFIELD ANNUAL REPORT APRIL 2014 - MARCH 2015
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Welcome to our annual report for First Cymru, which provides an insight into our business over the last year. Our team of 800 people helped deliver 18,500,000 passenger journeys in 2016/17 across the First Cymru network, all of which keeping our communities connected and prospering. South Wales is a rapidly changing area to deliver bus services and we continue to adapt to the changing landscape to seek out new opportunities. This year for example, we continued to work closely with Swansea University to deliver a network built around the exciting Bay Campus development. This development has been achieved by close working with our partners at the University and helped deliver a high quality service to the students and staff to the state of the art learning and research facility.
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We’re already working on a number of improvements for our customers including developments to mobile ticketing and our App, along with new ticket machines which will accept contactless payments.
As we work through 2017 and 2018 we will continue to invest in our people, our communities and our network to make sure we continue to provide a high quality bus service to our customers and partners and help them achieve their objectives. I hope you enjoy reading our report and if you have any questions or comments, please do not hesitate to get in touch – all of our contact details are on the back page.
Simon Cursio Managing Director
290 Buses Maintained by our in-house specialist teams. 35% of the fleet is Euro V or better for cleaner air. New vehicles are equipped with the latest spec Euro VI engines, free WiFi and a bright comfortable interior whilst a refurbishment program for older vehicles keeps them fresh & inviting.
100%
MOT first time pass rate 298 vehicles presented for an MOT test during the year and all passed first time. A great guage of quality maintenance standards for our customers to depend upon.
147
Number of buses fitted with Wifi Key customer feedback has been the availability of wifi on our vehicles. First Cymru has now fitted 50% of our buses with free wifi for our customers. This makes their journey more enjoyable and productive whilst on the move, and keeps them connected at all times.
805 Staff Our team works hard to deliver the best service for our customers. We continue to invest in our drivers, engineers and support staff through ongoing training and development. Many of our drivers have been awarded our Fleet Elite award for excellent safety performance and providing great customer service day in day out. Our staff in Swansea helped us achieve the National Best Practice awards for the Chartered Institute of Logistics and Transport, which is a marque of quality within the transport industry.
Our customers made over
18.5m journeys
Our buses provide a central role in mobilising our communities and keeping people moving. We are committed to making bus travel the first choice for people in the South Wales region through attractive services such as service 4 between the hospitals and University in Swansea which continues to show year on year passenger growth and delivering 1.3 million passenger journeys per year
94% Reliability This is the percentage of journeys that has left their starting point on time. Congestion continues to prove the biggest challenge when our buses are operating their routes. We work closely with our drivers and councils to identify problem areas and continually put measures in place to overcome the issues to make sure our customers get to where they need on time.
CILT National Best Practice winners 2016 Working very closely with Swansea University to support the ÂŁ450m Bay Campus development we provided a tailored service to meet their needs. Branded, high frequency, low emission vehicles, serving both Singleton and Bay ensures that the 6000 extra students and staff have a service which compliments the excellent learning environment. During 2017 and in partnership with the University, First will provide a 24 hour service to the University to further develop our goal of continuous improvement to our customers and stakeholders.
Safety First Cymru is dedicated to safety in all it does. We work with our staff and business partners to make sure that we continually focus on reducing harm and improving safety in our days business. Our staff regularly share with us areas of concern for us to address to make sure we focus specifically on reducing accidents on the road.
Customer Satisfaction First Cymru scores 82%
Our customers have told us that they are becoming increasingly more satisfied with the service First Cymru delivers for them day in day out. Throughout 2016/17 customer satisfaction has increased in 8 out of 12 months. They feel they are getting better value for money but feel we can do better on frequency of services and is something we have achieved in some core services across Swansea and in West Wales during the year.
First Cymru is part of FirstGroup plc, the leading transport operator in the UK and North America. Our vision is to provide solutions for an increasingly congested world...keeping people moving and communities prospering.
Our services help to create strong, vibrant and sustainable local economies and our opportunity is to be the provider of choice for our customers and communities by demonstrating the importance of our values‌
Dedicated to safety
Committed to our customers
Accountable for performance
Supportive of each other
First Cymru Buses Ltd Heol Gwyrosydd, Penlan, Swansea SA5 7BN Email: Cymru.customerservices@firstgroup.com Customer Services phone number: 0800 464 0000 Customer Services opening times: 0800- 2000 Traveline number: 0800 464 0000 Calls cost 12p per minute plus your phone company’s access charge
Setting the highest standards