BRONZE WINNER
FINALIST
FINALIST
ENSIGN BUS COMPANY
CENTRAL BUSES
MARSHALLS OF SUTTON ON TRENT
Ensign Bus Company is a rare independent as it operates a fully commercial network, where it sets fares, timetables and routes that fail or succeed by attracting and retaining passengers. This year saw difficult operating territory become even harder with the UK’s largest road improvement works on the A13/M25 junction continuing for over 18 months. Despite this, revenue improved and lost mileage was reduced, a genuine reflection of the hard work put in by so many staff in very trying conditions. Following the success of the BCI tri-axles that entered service last year, 10 new 10.8-metre versions have been entering service this year, reflecting an investment of over £2m in new vehicles. The network has been built in an area that historically always had a poor bus service and has been abandoned by both nationalised and plc groups in the past. Ensign operates 24/7, 365 days a year and covers some 8,000 rail shifts, 2,000 private hires, (including 600 weddings) as well as selling over 700 buses a year. There cannot be many independents or otherwise who undertake such a wide ranging and successful collage of operations. The judges described Ensign as an operationally-led operator delivering profitable services in difficult territory. They were pleased to see investment in new vehicles and a roundthe-clock Twitter feed giving good updates on issues with congestion and travel information.
The core value of Birmingham based Central Buses is to deliver ‘world class’ customer service every time. All drivers are trained in customer care and passengers who are not satisfied with an aspect of their journey can speak to the driver and receive a free travel voucher to try the company’s services again. Central Buses has signed up to the West Midlands Bus Alliance with commitments to increase bus patronage by 5%, improve peak time journey speeds, have fare rises of no more the Retail Price Index +1% per annum and maintain customer satisfaction levels at over 85%. It also agreed to offer discounted travel for everyone under 19 years old, integrated ticketless travel and make improvements on board vehicles such as better seating, next stop announcements and Wi-Fi. Central Buses continues to work in partnership with other local authorities and most recently has signed up to a programme to roll out RTI at bus stops in Staffordshire. The company has achieved passenger growth and route expansion by developing a network of sustainable commercial services and delivering ‘world class’ customer service. The judges noted Central Buses impressive passenger growth, helped by the creation of new routes and taking over services abandoned by others. It has established itself as the major operator in Tamworth.
A family company established 28 years ago with over 40 years of experience in passenger transport, Marshalls of Sutton on Trent has a proud history and tradition. The company started operating school services for Nottinghamshire County Council shortly after opening in 1989 and maintains a strong relationship with the council. In 1991, the seeds of a network of services accessing the Grantham Grammar Schools were sown, and this network now comprises six double deck buses, all run on a commercial basis. In 1998, Marshalls won its first contract for off-peak services between Newark and Retford, a route which is now served all day on a commercial basis. Hourly services between Newark, Nottingham, Normanton and Hawtonville as well as supported services around the Bingham area are also operated. Marshalls regularly invests in vehicle and equipment upgrades and was the first in the area to offer wheelchair access on service buses. The philosophy of the company is summed up in this extract from the staff handbook: “Customer satisfaction has been, and continues to be, the cornerstone of our success.” The judges were pleased to see that Marshalls, operating in a rural area with a small population, was making a success of routes dropped by other companies.
5
4
6 15