Table 33: Responsibility allocation under the proposed TfGM franchised model RESPONSIBILITY LONG-TERM TFGM ROLE – STEADY STATE AREA RESPONSIBILITY Fares and ticketing GMCA - Establish products and set fares. - Retail tickets and passes at TfGM Travelshops and other channels. - Sell TfGM fares on TfGM specified ETMs. - Monitor operator revenue collection. - Manage revenue protection teams. Network design GMCA - Specify routes, first and last buses, bus capacities, and frequencies by peak/offpeak period and type of day (e.g. weekday, weekend, bank holiday. - Publish timetables as part of marketing and communication activity. Network operation Operator (performance - Provide off-bus real-time information regime is capped) to passengers (subject to funding). - Administer performance incentive regime. - Manage highway performance. - Provide open data (subject to funding). - Discharge duties of regulator, taking on role previously performed by the Traffic Commissioner. Marketing and brand management
GMCA
- Own, develop and implement marketing initiatives. - Commercialise the network via advertising, data etc., and retain revenue. - Develop and specify branding.
Customer relations and service quality
GMCA/ Operator (performance regime is capped)
- Operate multi-channel customer contact centre. - Establish and specify customer service standards. - Employ bus station staff and revenue protection teams.
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OPERATOR ROLE – STEADY STATE - Retail tickets, collect fares and transfer of data to TfGM.
DEGREE OF SPECIFICATION
TRANSITION ARRANGEMENTS
HIGH – All fares and products specified by the GMCA and retailed according to GMCA standards. Data requirements highly specified to support Customer Relationship Management (CRM).
GMCA/TfGM revenue protection teams introduced.
- Develop timetable to meet TfGM specification. - Provide data to inform network planning and design.
HIGH – Data specification to be standardised and specified to deliver business intelligence requirements.
GMCA specification of similar service patterns to those currently in operation, with phased revisions to follow.
- Provide on-bus real-time information to passengers (subject to legislation (applicable for both franchise and partnership models) and funding). - Develop working timetable, fleet and driver diagrams. - Operate timetable daily and manage incidents. - Share performance data. - Distribute and maintain materials. - Implement branding on fleet etc.
MEDIUM – GMCA specifies service levels (routes, frequencies, and operating hours). Performance data HIGHLY specified to deliver performance regime and RTPI requirements.
Potential phased standardisation of AVL and roll-out of performance regime.
HIGH – Distribution requirements prescriptive to ensure delivery to required standard. No flexibility on design or implementation of GMCA brand.
- Front-line customer interface (drivers). - Maintain standards of customer service and quality of on-board services.
MEDIUM – GMCA develops minimum customer service standards, monitors compliance. Operators free to develop or source staff training.
Phased integration of commercialisation initiatives (e.g., Greater Manchester-wide multi-modal advertising contract(s)). Phased re-branding of fleet to GMCA brand to manage capacity constraints. Potential phased introduction of service quality regime.
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