FIRST BUS A FOCUS ON GLASGOW ANNUAL REPORT APRIL 2016 - MARCH 2017
FIRST SOUTH YORKSHIRE
A FOCUS ON SHEFFIELD ANNUAL REPORT APRIL 2014 - MARCH 2015
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Thank you for taking the time to read our annual report for 2016, this details our performance and some of the developments and investments that we have made over the 12 months. I am proud to represent our business which employs over 2,000 local people who are dedicated to delivering and improving the bus services that we provide to the City and surrounding area. Our vision is to provide transport solutions for an increasingly congested world and First Glasgow plays a vital part in the economic development of the Glasgow City region. We work with customers, colleagues and stakeholders to encourage greater use of public transport.
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The introduction of further vehicles during 2016 took the total investment in our fleet to £18m in recent years. All of our new vehicles feature the latest technology including free WiFi and the very latest incorporate USB charging points, to make the journey as relaxing as possible.
Our new industry leading mobile phone app and the arrival of contactless payment options on the buses in 2017 demonstrates our clear commitment to improving our services for customers.
Andrew Jarvis Managing Director
Glasgow
£2.1m Investment
In July 2016 we introduced a premium fleet of 10 specially-designed E200 MMC vehicles for our Glasgow Airport Express service. At an investment of £2.1million the vehicles were carefully designed to ensure that customers travel in comfort and style. Supplied by Alexander Dennis the vehicles were designed in a bespoke eye-catching new livery with a distinctive new logo and matching interiors.
Technology To help keep customers connected while on board, the Glasgow Airport Express vehicles feature the latest technology - free 4G WiFi and USB charging points that enable customers to charge their phones and tablets while on the move. On-board 21.5” TFT screens display a bespoke Glasgow Airport Express welcome video including information about the city and next stop announcements.
mTickets mTickets app downloads are becoming increasingly popular with our customers who value the convenience of buying their ticket in advance using their smartphone. We were pleased to see an increase of nearly 150% in sales of mTickets across our Glasgow network & Glasgow Airport Express.
WiFi 10 new vehicles - the Glasgow Airport Express fleet - were equipped with 4G WiFi in the summer of 2016 as part of our significant investment in this premium service. This brings the total number of First Glasgow buses fitted with WiFi to 400, almost half the fleet.
2186 Staff Our colleagues work hard and are dedicated to delivering and improving the bus services we provide to our customers. We invest in our drivers, engineers and support staff through continuous training and development. Customers frequently commend our staff for going ‘the extra mile’ in their delivery of excellent customer service.
Our customers made over
95m journeys Between April 2016 and March 2017 we welcomed 95 million passenger journeys. Operating from five depots: Blantyre, Caledonia, Scotstoun, Overtown and Dumbarton our fleet of 824 vehicles travelled 34.5 million miles across Greater Glasgow.
100%
MoT pass rate We are delighted that 100% of our vehicles passed their MoT. We are proud of our quality maintenance standards which our customers depend on.
Glasgow
Maxim Maxim Office Park is now benefitting from local bus links on services 2 and 242 connecting Lanarkshire towns with Maxim and Eurocentral with an impressive 5 trips per hour and 30-minute journey time.
Refurbishment 31 Volvo B9 vehicles on our popular 75 service were refurbished, with another 8 being refurbished in 2017/18.
75
Low emission vehicles This year we added 10 Euro 6 vehicles to our fleet. In the last two years we have introduced a number of low emission vehicles including 75 Euro 6 buses and 28 Streetlight Micro Hybrid Euro 5 vehicles. We now have a total of 113 Low Carbon Certified vehicles – 75 Low Emission Buses and 38 other Low Carbon Certified vehicles.
Customer Satisfaction First Glasgow scores 87%
Overall customer satisfaction* with bus journeys has remained the same at 87% and we recognise we can do even better. We’re working hard with partners to tackle the key issue of congestion and expect to see improved punctuality of our buses. *Transport Focus Bus Passenger Survey
First Glasgow 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 Glasgow Ltd 100 Cathcart Road, Glasgow, G42 7BH Web: firstgroup.com/contactglasgow Customer Services phone number: 0141 420 7600 Customer Services opening times: 24/7 Traveline number: 0871 200 22 33 Calls cost 12p per minute plus your phone company’s access charge
Setting the highest standards