THE BIG BOOK OF BIG WINNERS 2023 PASSENGER
TRANSPORT
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Congratulations
to all winners and nominees We’re delighted to have picked up 18 awards - seven gold, five silver, and six bronze at this year’s awards ceremony. Bus and the community
Going For Growth
Gold Stagecoach East, Behind the Bus
Bronze Stagecoach Merseyside and South
Partnership for Excellence: The Peter Huntley Memorial Award
Silver Stagecoach North East, Care
Lancashire, 59
Gold Stagecoach North East, Arriva NE, Go NE, and Nexus, 2022 Great North Run
Experienced Travel OurBus Bartons (joint nomination with Arriva NE & Go NE)
London Bus Garage of the Year
Bronze Roberts Travel and Stagecoach,
Gold Lea Interchange, Stagecoach
Leicester Buses Enhanced Partnership
Buses For Leisure
London
Gold Stagecoach Cumbria and North
Bronze Barking, Stagecoach London
Top National Bus Depot Gold Middleton, Stagecoach Manchester
Lancashire, Lake District Services
Culture Change
Luke Rees-Pulley Award for Top London Bus Driver
Bronze Stagecoach London, Fatigue
Silver Andy Beckers, Stagecoach London
Engineer of the Year
Manager of The Year
Silver Andrew Fisher, Stagecoach East
Gold Dawn Murphy, Stagecoach Yorkshire
Manchester
Bronze Richard Mason, Stagecoach
Bronze Mark Mageean, Stagecoach
Silver Lauren Watson, Stagecoach
Midlands
Manchester
Merseyside and South Lancashire
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Silver Chester, Stagecoach Merseyside and South Lancashire
Young Manager of the Year Gold Richard Greaves, Stagecoach
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WELCOME
T Welcome to The Big Book of Big Winners 2023. Embracing innovation and diversity, the awards continue to recognise outstanding achievements across the industry, says Alan Millar, Chair of the UK Bus Awards
n Alzheimer’s Society 0300 222 1122 www.alzheimers.org.uk
he UK Bus Awards celebrate excellence, acknowledging and rewarding the achievements of individuals, operators, transport authorities and partner organisations who have raised the quality and broadened the appeal of bus and scheduled coach services across all the four home nations. The award winners are standard bearers for public transport excellence, living examples of an industry that is innovative and adaptable, cares about the needs of its diverse customers, looks after and develops the people who work in it, embeds itself in the communities it serves and is dedicated to reducing its impact on the environment. Crucially, the winners come from all sectors and levels of the industry: operators ranging from the largest international groups to family-owned independents; decision makers at director and senior management level, but also drivers, engineers, supervisors and critical backroom staff who do so much to ensure that the public receives the service it rightly expects; young talent with fresh ideas and ambition to develop them into leaders of the future, and those with decades of accumulated knowledge and experience; garage teams who work together to achieve results. And not least the special individuals who over an ordinary day have performed extraordinary heroic deeds to help others and even save lives. There are award-winning services catering for tourists and airline passengers, bespoke ones for visitors to big special events, interurban express links and routes feeding into railway stations. There are some splendid examples of the work being done to make bus services simpler to use, with better understood fares and ticketing, faster journeys and timetables restructured to meet the needs of key groups of users. And there are winning initiatives where operators have reached out to engage with groups of users and potential users in wider society. Such is the renewed confidence of the industry as it continues to recover from the impact of the global pandemic that there was a gratifyingly large increase in the number of entries for this year’s awards, presenting our expert judges, interview panels and mystery travellers with a wide field of candidates to consider. The quality of entries was high, too, leading to some passionate debates and difficult decisions in determining who should win and which of the winners should be awarded a Gold, Silver or Bronze. The differences between the best of these were sometimes wafer thin. The world of public transport does not stand still, and the UK Bus Awards change with it. A new category this year rewards
achievement against one of the biggest challenges that this highly labour intensive, customer-facing industry continues to face post-pandemic: the recruitment and retention of critical staff, especially drivers and engineers. The winners of this new award have challenged past practice, demonstrating a willingness and ability to seek out new sources of labour, to be creative and imaginative in how they sell the idea of a career in the industry to those who might not have considered it before, and - crucially have adapted their conditions of employment so that these new recruits are happy to become long-term industry employees. The 2023 awards also come at the dawn of a time of profound change, as Greater Manchester has begun the three-stage transformation of its bus network from the deregulated model that held sway from 1986 to a franchised system in which the transport authority and mayor determine service levels, and operators are contracted to deliver them. Liverpool’s metropolitan mayor has decided to follow Greater Manchester’s lead and other city regions are weighing up whether they might follow. With quality a key criterion in awarding contracts in a franchised regime, awardwinning standards are just as important in this new environment as they are in the deregulated world, as indeed they already are in the regulated London market. If you are one of the winners or shortlisted finalists, then hearty congratulations on your achievement. You have every reason to be proud of your success. If you are one of the others, we hope you are inspired by what they have achieved and are moved to emulate them within your own organisation. For that is above all what the UK Bus Awards is about: acknowledging high achievement and adding to the body of good practice that everyone can build upon for the future. And if you think you already do some things better, perhaps you really do, so please do not hide your light under a bushel. Be proud and tell the world and start off by entering next year’s UK Bus Awards. We will call for entries in the spring but start preparing now and help the industry to continue driving up its standards by being the model that others will want to follow. That is what the UK Bus Awards are all about. Be part of it.
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To be part of the
UK Bus Awards
HONOURED TO BE RECOGNISED FOR: BUS AND THE COMMUNITY
SILVER – Arriva NE, Go NE, Nexus and Stagecoach NE – Care Experienced Travel
CULTURE CHANGE
NOMINATED – Arriva East and South Midlands – High Wycombe Depot HIGHLY COMMENDED – Arriva East and South Midlands – Punctuality Sprint
LONDON BUS GARAGE OF THE YEAR SILVER – Croydon, Arriva London
PARTNERSHIP FOR EXCELLENCE: THE PETER HUNTLEY MEMORIAL AWARD GOLD – Arriva NE, Go NE, Nexus and Stagecoach NE – 2022 Great North Run SILVER – Youth Engagement Programme, West Yorkshire Bus Alliance BRONZE – Leicester City Council with Arriva, Centrebus, First Bus, Kinchbus, Roberts Travel and Stagecoach – Leicester Buses Enhanced Partnership
TOP EXPRESS SERVICE
LUKE REES-PULLEY AWARD FOR TOP LONDON BUS DRIVER
BRONZE – X6 Leicester-Coventry – Arriva East and South Midlands
MANAGER OF THE YEAR
NOMINATED – Andy Allen, Arriva East and South Midlands
BRONZE – Thomas Brade, Arriva London NOMINATED – Toby France, Arriva South and East Midlands
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UNSUNG HERO
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CONTENTS
TECHNICAL & PROFESSIONAL AWARDS
19
Enriching the Customer Experience
20
Bus in the Community OPERATIONS AWARDS
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UK Bus Operator of the Year
12
Top City Operator
13
Top Shire Operator
14
Top Independent Operator
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Top National Bus Depot
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Top Express Service
21
Partnership for Excellence
23
Buses for Leisure
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Environmental Innovation
25
Marketing Campaign
27
Culture change
28
Recruitment and Retention
PEOPLE AWARDS
ABOUT THE UK BUS AWARDS
33
42
Top National Bus Driver: The Chris Moyes Memorial Award
29
35
Going for Growth
Young Manager of the Year
LONDON AWARDS
Judging entries in the UK Bus Awards
43
Sponsorship
37
Manager of the Year
30
London Bus Garage of the Year
31
Luke Rees-Pulley Charitable Trust Award for Top London Bus Driver
38
Unsung Hero
39
Engineer of the Year
40
Lifetime Contribution
UK BUS AWARDS 2023 BOARD OF DIRECTORS
Chairman & Convenor of Judges: Alan Millar Event Director: Jamie Cash Non-Executive Director: Chris Cheek TEG Chairman: Giles Fearnley PROFESSIONAL ADVISERS
Accounts: Emma Steele Administration: Rebecca Worrall PR and Social Media: Andrew Garnett Sales Consultant: David Warrilow Event Catering: Party Ingredients
Event Production: Paul Ashlee (Awesome Events) and the team at Troxy, London Awards Host: Jane Hill PRODUCTION
The UK Bus Awards 2023 - The Big Book of Big Winners - has been produced by Passenger Transport magazine. Managing Editor & Publisher: Robert Jack Designer: Keith Simpson (keith@one-creative.com) Distribution: Courtesy of BUSES, Coach & Bus Week and Passenger Transport.
This publication and the UK Bus Awards logo is copyright © The Bus Industry Awards 2023. All rights reserved. No part of this publication may be reproduced in whole or in part without the written permission of the publisher. The Bus Industry Awards Ltd, organisers of the UK Bus Awards, 26 Tilekiln Lane, Hastings TN35 5EN Telephone: 0300 010 3450 Email: admin@ukbusawards.org.uk Web: www.ukbusawards.org.uk
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FOREWORD
Guy Opperman, the Minister responsible for buses in England, says this year’s UK Bus Awards marks the start of a new chapter for the bus industry
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elcome to The Big Book of Big Winners 2023. It is fantastic to see the bus industry reflecting our nationwide shift from recovery to renewal. Thanks to the sector’s unwavering resilience, growth is back on the agenda for Britain’s favourite mode of public transport. This year’s nominees showcase the very best of British buses. From multi-operator passes in Stoke-on-Trent, to unlimited daily travel tickets in Derbyshire, partners have been working hard to ease the financial pressure on passengers. Service improvements in Derbyshire, Lancashire and Norfolk have helped more people to make the journeys that matter, while Demand Responsive Transit schemes in East Sussex, the West of England and Derby have brought innovation to timetabling. The industry’s appetite for success is matched by Government. It has been
a privilege to join the Department for Transport, picking up the baton from my predecessor Richard Holden, to make good on the promises we made in the National Bus Strategy. Through our Network North scheme, Government is investing a further £1bn in bus connections across the Midlands and the North on top of the £3.5bn we have provided since March 2020 to protect and improve bus services outside London, in England. We’ve also extended the £2 bus fare cap scheme until the end of 2024, helping millions of passengers save on their everyday transport costs. This, alongside the Bus Service Improvement Plans, would not be possible without consistent collaboration across the sector. By coming together time and time again, we have overcome the unprecedented challenges of recent years. These awards mark the start of a new chapter for the bus industry. A chapter filled with growth and prosperity, that will support high quality jobs, grow the economy and continue to deliver for British people.
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BUS HEROES
Zachary McAskill
David Ajetunmobi
Carlyle Brown
Domingos Correia
Assisting those in need, providing lifesaving CPR and even rescuing a sheep, it’s all in a day’s work for the UK’s bus drivers. Let's meet our 2023 Bus Heroes
B Martine Patey
Heather White
efore we get on to the 2023 UK Bus Awards winners, let’s take a moment to shine a spotlight on some of our exceptional Bus Heroes. This year each hero mentioned will receive a special Bus Heroes lapel badge to wear with pride. When a teenage customer collapsed on the upper deck of David Ajetunmobi’s bus, the Park Royal Garage driver sprang into action. Halting the bus and initiating a Code Red, he swiftly fetched a defibrillator, running for ten minutes to ensure quick assistance. Despite the passenger’s reluctance, David persuaded him to undergo thorough checks. In April, RATP Dev Transit London Driver Carlyle Brown showcased remarkable courage. Noticing an unsteady elderly passenger, Carlyle’s quick thinking and CPR skills kept her alive until the ambulance arrived, a true life-saving act. Further north, in Altrincham, Warrington’s Own Buses driver Heather White demonstrated a similar heroism. Responding to a passenger’s plea, Heather administered CPR to a lady outside a quiet village stop, saving another life. In November, just before winning Silver in
the Young Manager category at last year’s UK Bus Awards, Zachary McAskill intervened in a potentially dangerous situation at Stagecoach Manchester’s Hyde Road depot. His bravery calmed a confrontation, ensuring the safety of those involved. But not all heroics are in life-threatening situations; Arriva driver Domingos Correia’s compassion rescued anxious eleven-yearold Codey stranded in Bridgnorth. Despite not scheduled for a return trip, Domingos ensured Codey’s safe return to Telford, reuniting him with his relieved mother. And finally in February, Brighton & Hove Buses driver Martine Patey showcased ingenuity. As she travelled to take up her rail replacement service duty at Eastbourne, Martine spotted a sheep on the busy A27 dual carriageway. Quick thinking Martine lassoed the animal with the straps of her handbag, safely bringing it onto her bus until police, and later the farmer, arrived to take it away. And she made it to her bus replacement duty just one minute late! We think our Bus Heroes are all great ambassadors for the UK bus industry, and show how operators serve their various communities up and down the country, above and beyond providing a bus service.
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WELL DONE TO ALL
OUR COLLEAGUES You are what makes Go-Ahead. We’re so proud to have winners in 10 different categories at this year’s Bus Users UK Awards. Highlights include
UK Bus Operator of the Year - Go South Coast Top City Operator - Brighton & Hove Buses Top Shire Operator - Go South Coast Partnership for Excellence - Go North East
Conference 2024
Congratulations to all the winners at this year’s UK Bus Awards, including ALBUM members and 2024 Conference hosts Warrington’s Own Buses
Sponsorship Packages
Now Available
For a copy of our brochure, email info@albumconference2024.com
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Hosted by
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OPERATIONS
UK BUS OPERATOR OF THE YEAR Sponsored by
The winner of the UK Bus Operator of the Year is selected from the highest-scoring contestants of the Top City Operator, Top Independent Operator and Top Shire Operator Awards. In selecting the overall winner, the UK Bus Operator of the Year, judges considered the different circumstances of operators in reaching their overall conclusion. Mystery traveller assessments played an important role and may well have been a deciding factor.
Go South Coast
Brighton & Hove Buses GOLD WINNER
GO SOUTH COAST
Go South Coast clinched its third consecutive UK Bus Operator of the Year award, building on its victories in 2017 and 2018. Comprising bus companies Bluestar, Damory, Morebus, Salisbury Reds, Southern Vectis, and Swindon’s Bus Company, along with Excelsior and Tourist coach brands, and Hants and Dorset Trim, Go South Coast serves a swathe of the south of England from Wiltshire to Dorset, Hampshire to the Isle of Wight. Over the past year the company has grown significantly following the collapse of competitor Yellow Buses in August 2022 and the departure of First Bus from Southampton in February 2023. Seizing the opportunity, More and Bluestar brands stepped in, ensuring comprehensive service coverage. With 12 new routes introduced by Morebus since August 2022 and six new routes at Bluestar in February 2023 (with two more following this summer), Go South Coast remains committed to enhancing its services and meeting the evolving needs of its communities.
Sanders Coaches
Go South Coast is popular with its staff and its customers - and our mystery traveller was impressed too! SILVER WINNER
BRIGHTON & HOVE BUSES
Brighton & Hove Buses operates 48 routes, connecting Brighton & Hove to Sussex and Kent. Despite challenges like driver shortages and an ever increasing number of roadworks, the company maintains a resilient turnup-and-go service, night buses, and yearround operations. With a customer-centric approach, improved fares, and frequent services, the company has achieved 91.6% of pre-pandemic commercial demand, the highest per capita bus use outside London in the UK. Targeted recruitment strategies resulted in a 60% increase in driver applications. The company actively supports refugees in employment, and its commitment to accessibility, innovation, and customer service is reflected in DfTaccredited accessibility, 4.6-star app ratings, and community engagement initiatives. The
redesigned bus information and community partnerships emphasise sustainability and community involvement, reducing waste by over 50%. With a 91.65% customer satisfaction level and improvements in colleague survey responses, the company prioritises team investment, modernised practices, and diversity for sustained success. BRONZE WINNER
SANDERS COACHES
Sanders Coaches, a family-owned business, manages a fleet of 52 buses and 53 coaches and minibuses, catering to local bus services, private hire, and schools. Confronting a driver shortage in an area dominated by high housing costs and vacation rentals, Sanders addressed the issue by establishing an in-house training school, achieving near-full staffing. The entire staff undergoes training in dementia awareness and emergency first aid. Sanders provides comprehensive service information through four timetable leaflets distributed on buses, complemented by a user-friendly website and detailed network map.
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OPERATIONS
TOP CITY OPERATOR Sponsored by
This Award is open to operators of registered local bus services based in, or operating wholly or mainly in the city region areas and other major cities or conurbations with populations of over 250,000 and a population density greater than 15,000 persons per hectare. The judges seek exceptional bus operators demonstrating broad accessibility, community engagement, sustained growth, significant investment, financial stability, innovation, and a strong focus on health and safety. This year, emphasis is on post-pandemic efforts to re-engage customers.
accessibility, and innovation, evident in their high accessibility accreditation, responsive customer service, waste reduction in bus information, a 4.6-star app, and community engagement. They have secured substantial funding, achieving a 91.65% customer satisfaction level, surpassing the 2022 figure and average of all Go-Ahead companies. In the 2023 colleague survey, 76% expressed pride in working for the company, a 6% increase from 2022, and 64% recommended it as a great workplace, reflecting a 10% rise. Brighton & Hove Buses invests £500k annually in training improvements, modernises working practices for diversity, and maintains competitive pay and benefits. The mystery traveller reported that he was “greatly impressed” and noted high ridership on each service he sampled. SILVER WINNER
GOLD WINNER
BRIGHTON & HOVE BUSES
Brighton & Hove Buses aims to provide connectivity across 48 routes in Brighton & Hove, Sussex, and Kent. Despite driver shortages and road works, the company focuses on a customer-centric strategy with improved fares, frequent services, and innovative recruitment methods, resulting in a 60% increase in driver applications. Partnering with the DWP, they support refugees, contributing to the highest driver recruitment success in the company’s history. Core pillars include customer service,
LOTHIAN BUSES
Lothian operates 24/7 across Edinburgh and neighbouring regions with over 60 daytime and 16 Nightbus services, priding itself on self-sufficiency, with <0.5% revenue from supported routes. To boost post-pandemic ridership, Lothian launched the #TrustInBus campaign through billboards, digital platforms, and roadshows. Despite the UK bus driver shortage in 2022, Lothian’s inhouse Training School trained new drivers within four weeks, achieving a 90.3% pass rate. Engineering stats show 0% lost mileage due to staff shortages, and January saw
VOCAL announced as the new Charity of Choice. Customer-centric initiatives include ‘Swap with Me’ sessions with blind and partially-sighted customers and community engagement includes partnerships with various organisations, reflecting Lothian’s commitment to investing in people through leadership and management training and continued collaboration with Edinburgh College to meet business goals. BRONZE WINNER
NOTTINGHAM CITY TRANSPORT
Nottingham City Transport operates at 87.2% of pre-Covid-19 customer numbers, with a weekly average of 92% since April 2023. Paid customers constitute 89%, and the National Concessionary Travel Scheme stands at 82%. Staffing is managed through revised timetables and a 25% pay increase for new starters in the last 18 months. Recruitment efforts resulted in training 153 new drivers, maintaining a 12% driver turnover. Key achievements include Earned Recognition Status, a 24% patronage increase, and initiatives like the #NottinghamTogether bus and Pride Bus. Sustainability efforts, fleet and staff investments, and financial stability contribute to NCT’s success. Effective partnerships, innovations, health and safety measures, and customer retention strategies are highlights in the last year. FINALIST
n Translink
Lothian Buses
Brighton & Hove Buses
Nottingham City Transport
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TOP SHIRE OPERATOR
Sponsored by
This Award is open to bus companies operating service networks wholly or mainly outside the major conurbations. The judges are looking for high quality bus operators and this year paid particular attention to what operators have done to encourage customers back onto the bus since the pandemic. The judges seek exceptional bus operators demonstrating broad accessibility, community engagement, sustained growth, significant investment, financial stability, innovation, and a strong focus on health and safety. This year, emphasis is on post-pandemic efforts to re-engage customers. Go South Coast GOLD WINNER
GO SOUTH COAST
In the past year Go South Coast has achieved a remarkable 133% of pre-Covid-19 customer numbers, with paying customers at 121%, and National Concessionary Travel Scheme at 91%. Recruitment efforts resulted in hiring 501 drivers, maintaining less than a 5% shortage. Operational metrics include low lost mileage (0.79%), 82% punctuality, a high PSV Annual Test pass rate (99.65%), and zero prohibitions or warnings. The company received only 632 complaints, accounting for less than 0.001% of passengers carried. Growth initiatives include seizing opportunities created by competitors Yellow Buses and First Bus ceasing operations, leading to the introduction of 12 new routes at Morebus and six at Bluestar since August 2022. Post-pandemic, the company focuses on communication, employee engagement, customer engagement, community involvement, and innovative practices. Significant investments include £7.8 million for new buses from March 2020 to July 2023, £22.1 million for 79 double deckers that arrived this summer and £9.1 million for a new Southampton depot. The company priorities accessibility, remains financially robust, and ensures compliance with health and safety guidelines. The judges noted the company’s excellent staff, customer and stakeholder engagement, including the use of newsletters and printed timetables as well as a useful website, social media and staff app. All drivers are Dementia Friends, the company gets involved in guide dog training and is part of the Helping Hand card scheme for customers who need extra help. And the mystery traveller was impressed too, so a worthy gold winner.
McGill's
Reading Buses
SILVER WINNER
BRONZE WINNER
MCGILL’S
READING BUSES
McGill’s boasts over 850 vehicles and 1800 staff across 10 depots, managing over 1 million weekly passenger journeys in Scotland. The company is renowned for high standards and has expanded its operations into Edinburgh, West Lothian, Falkirk, and Stirling since September 2022. Prioritising a journey to zero-emissions, McGill’s invested £20 million in new electric buses and infrastructure, introducing electric routes to Renfrewshire, and launching the first electric routes in Inverclyde. The company established an in-house academy for DVSA-recognised PCV training at three locations, ensuring quality and removing the need for external providers. Despite a 36% business expansion, McGill’s maintained high standards, achieving a 2.9% sickness level across the group. The company swiftly integrated new services, launched a new app and website, reintroduced Midland Bluebird and Scottish Eastern brands, and achieved a 7% growth in footfall through service delivery improvements and network development. Investments in customer service, HR, and marketing, along with partnerships with local businesses, events, and new brand identities, support McGill’s growth strategy.
Reading Buses says it is committed to connecting people and places daily and the council-owned company aims to be the premier local transport choice thanks to ongoing service enhancements. Onboard stylish seats, ample legroom, and innovative features like glazed staircases and Wi-Fi create a unique, identifiable experience. The fleet of 60 compressed biomethane gas buses champion sustainability, reducing carbon emissions significantly. Innovations include the daysaver5, offering discounted, nonexpiring all-day tickets. Collaborations with the Royal Berkshire Hospital, Heathrow, and partnerships with local authorities underscore their tailored solutions and community engagement. Post-pandemic financial resilience allows ongoing investments in new buses, marketing, training, and data analysis, fostering growth in customer numbers and supporting the local economy. FINALISTS
n Preston Bus n Stagecoach in South Lancashire n Stagecoach Midlands
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OPERATIONS
TOP INDEPENDENT OPERATOR Sponsored by
This Award is open to operators of registered local bus services which are independently owned and with operators’ (‘O’) licences for up to 100 vehicles. In this context, ‘independently owned’ means not in the sole or majority ownership of a public limited company (plc), a local authority, or a holding company which owns three or more bus operating subsidiaries. The judges are looking for high quality bus operators.
with high housing costs and rental properties mostly given over to more lucrative holiday lets, Sanders tackled its driver shortage by setting up its own training school and is now almost fully staffed. All staff are trained in dementia awareness and emergency first aid. Sanders services are described in four timetable leaflets, which are available to pick up on all buses and are supported by a helpful and detailed website and network map. Our seasoned mystery traveller described Sanders as outstanding – praise indeed – all leading the judges to conclude that Sanders Coaches was a very worthy winner in this category. SILVER WINNER
GOLD WINNER
SANDERS COACHES
Family owned and run Sanders Coaches operates 52 buses and 53 coaches and minibuses on a mix of local bus, private hire and schools services. Operating in an area
GRANT PALMER
With a current ridership exceeding preCovid levels by 35%, Grant Palmer navigated the challenges of the pandemic without furloughing staff, increasing pay rates by 25% and actively expanding services. Operational
metrics showcase exceptional performance, with lost mileage at 2.35% and an impressive punctuality rate of 94%. Accessibility initiatives include comprehensive training, visual guides, and customer support. Grant Palmer’s community involvement and growth-oriented network reflect a commitment to serving Bedfordshire. With a robust investment strategy, the company has allocated £2.5 million to new buses and embraced cutting-edge technology, such as Lytx telematics and tap-on, tapoff ticketing. Financially secure, Grant Palmer prioritises partnerships with local authorities, maintaining high operational and engineering standards through audits and innovative initiatives like AI-driven driver training. Monthly risk management reports and safety audits underscore the operator’s dedication to maintaining top-tier service standards and a safe operational environment. FINALIST
n Uno
Grant Palmer
Sanders Coaches
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OPERATIONS
TOP NATIONAL BUS DEPOT Sponsored by
This category is designed to recognise and reward excellence by a particular bus depot whose staff work together to deliver excellent services, maintaining high operational, safety and customer service standards, and which plays an active role in the community in which the depot serves. Particular attention is paid to the objectives of the depot and how the team delivers services within the company’s objectives.
GOLD WINNER
MIDDLETON STAGECOACH MANCHESTER
Celebrating its 10th anniversary, Stagecoach Manchester’s Middleton Depot has evolved from facing operational challenges to becoming a successful centre of excellence within the Stagecoach Group. Amid the transition to franchising in Greater Manchester, the team displayed resilience, securing the contract to run Middleton Depot under the new franchised Bee Network. With a focus on safety, customer service, and community support, the depot achieved remarkable results, including a year-on-year passenger growth of over 15% and a revenue increase of almost 24%. Staff engagement scores soared to 74%, reflecting their dedication and creating a positive work environment. Middleton’s commitment to safety, demonstrated by a top Ecodriver score, impeccable engineering standards, and community initiatives, positions it as an exemplary bus depot in the industry.
Middleton, Stagecoach Manchester
Chester, Stagecoach Merseyside & South Lancashire
The judges noted the high scores in many of Middleton depot’s metrics including a 100% MOT pass rate, the highest Ecodriver score in the wider company, and a 68% increase in driver retention.
The mixed fleet maintains high cleanliness standards, and the team actively participates in community events to promote greener transportation options.
Focused on continuous improvement, safety, operational standards, customer service, climate action, and community connection, Milewater Service Centre ensures real-world driver guidance, safety culture, and operational efficiency. The depot maintains a fleet of 105 vehicles with high presentation standards. Collaborative approaches address punctuality, while strong teamwork mitigates staff shortages. Staff pride themselves on celebrated customer service excellence, and Milewater Service Centre leads in climate action, introducing electric and hydrogen-powered vehicles. Active community engagement emphasises safety and collaboration with local stakeholders.
BRONZE WINNER
FINALISTS
SILVER WINNER
CHESTER STAGECOACH MERSEYSIDE & SOUTH LANCASHIRE
Chester depot embodies a tight-knit, collaborative atmosphere between engineering and operations, ensuring every journey is covered. With an open-door policy and monthly competitions, the team operates as a close family, even maintaining a shared tea fund. Despite challenges, the depot’s commitment to covering mileage has led to operational expansion, adding school bus contracts and new interurban services. Safety initiatives, led by management, resulted in a significant reduction in employee injuries and successful campaigns minimising incidents.
Milewater Service Centre, Translink
MILEWATER SERVICE CENTRE TRANSLINK
Milewater Service Centre is home to Metro services and the high profile Glider operation.
n Milton Keynes, Arriva East and South Midlands n Northampton, Stagecoach Midlands n Porth, Stagecoach South Wales
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TOP EXPRESS SERVICE
Sponsored by
Scheduled express and other inter-urban services – which may be operated by a ‘coach’ or ‘bus’ – are an integral part of our transport system, alongside local bus services and the rail network. The winner of this category demonstrates consistently excellent customer service, using vehicles of a high standard, and maintaining high operational and engineering practices. Priority was given to the health and safety of passengers and staff through comprehensive risk management, and investment in fleet and operating staff. A successful operation forms effective partnerships, identifies with and responds to the markets it serves, and continually strives to sustain and grow its market – especially important since the pandemic. The judges were looking for an operation which can demonstrably delight customers and which has successfully brought existing customers back since the pandemic, as well as attract new customers.
GOLD WINNER
AIR SCOTTISH CITYLINK
Operated by Scottish Citylink, AIR connects Glasgow’s Buchanan Bus Station with Edinburgh Airport every 30 minutes, 24/7, 365 days a year, serving as the sole direct link between Scotland’s largest city and the busiest airport in the country. Since its launch
in 2013, the service has gained popularity as an affordable and high-quality travel option for millions of customers. Utilising highspec luxury vehicles with amenities such as USB and wireless chargers, mobile device holders, fold-down tables, and reading lights, each coach offers 71 seats for added comfort. Managed by West Coast Motors on behalf of Scottish Citylink, the AIR service witnessed a successful marketing campaign post-Covid, attracting passengers back to pre-pandemic levels. With a recent passenger growth of 75% from June 2022 to 2023, AIR remains a vital component of Scotland’s transport network, catering to over 11 million travellers annually. The judges liked the high profile branding and comfortable vehicles, along with the route running daily, twenty four hours a day, all of which must encourage modal shift. SILVER WINNER
CLYDE FLYER 901/906, MCGILL’S
The McGill’s Clyde Flyer 901/906 services link Largs to Braehead shopping centre and Glasgow city centre, boasting services every 15 minutes. As one of the group’s busiest routes, it caters to commuters, day trippers, and tourists, operating year-round without service reduction in winter. The route is vital for coastal communities, connecting Largs, Inverkip, Wemyss Bay, Gourock, Greenock, and Port Glasgow, and facilitates access for island locals through three ferry terminals. Recognised as Scotland’s most scenic bus route in 2022, the Clyde Flyer achieved a 36% improvement in punctuality post-Covid, introducing higher frequency early in the pandemic. With over 300,000 passenger
journeys annually, the service has witnessed a 20% increase in footfall above pre-Covid levels, emphasising its quick, reliable, and cost-effective travel experience. The fleet comprises modern, route-branded Mercedes Citaros, offering free WiFi and tickets priced 53% lower than train fares. The 2023 strategy aims to sustain growth through enhanced marketing, driver training, customer experience, and collaborations with local businesses and special offerings for cruise passengers at Ocean Terminal in Greenock. BRONZE WINNER
X6 LEICESTER-COVENTRY ARRIVA EAST AND SOUTH MIDLANDS
In August 2020 DeCourcey’s ceased trading leaving users of the X6 service stranded. In response, Arriva’s replacement service was operational just two days later. Despite an inauspicious start, the service has evolved by closely understanding customer needs, making incremental improvements to routes and timetables and growing demand through regular customer surveys. A significant fleet investment during Christmas 2021 improved customer comfort and introduced a more direct route in Leicester. A frequency boost to hourly at Easter 2023 marked a second step change, with a focus on meeting the needs of commuters and developing off-peak demand. Ongoing efforts include evolving the X6’s look and feel, introducing a premium branding and laying the groundwork for future promotions. FINALISTS
n Manchester-Newcastle, FlixBus
Clyde Flyer 901/906, McGill's
AIR, Scottish Citylink
X6 Leicester-Coventry, Arriva East and South Mildands
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TECHNICAL & PROFESSIONAL
ENRICHING THE CUSTOMER EXPERIENCE Sponsored by
This category is designed to recognise and reward projects, schemes and facilities that enhance the customer experience and improve the perception of bus travel. Examples include: facilities onboard the bus; innovative ticketing and payment solutions; provision of information (in various forms); a piece of tech; and a change that improves service reliability. The criteria is left deliberately wide to encourage a varied range of entries.
GOLD WINNER
DE-STRESSING THE BUS TRANSDEV BLAZEFIELD
Facing the challenges of rebuilding customer numbers post-pandemic and navigating the current cost of living crisis, Transdev Blazefield employs a unique strategy to alleviate stress on bus services. With a high-quality fleet, engaged staff, and a proactive publicity approach, the company has witnessed a notable 15% increase in customer numbers across its Yorkshire, Lancashire, and Greater Manchester network in the 12 months leading to June 2023. The customer journey is enhanced with clear and attractive information, colourful printed timetables, map-based guides, and regional promotions such as ‘Greetings from Yorkshire’ and its Lancashire counterpart. Both print and online versions of these guides boost value awareness, offering fare deals and discounts through the ‘Transdev Treats’ network. The positive experience continues with the Transdev Go app providing instant information, live departures, and off-bus ticket sales, complemented by a staffed information point at key locations. And persistence pays: three years of negotiation with transport authorities have also just delivered a new route for Transdev’s two express services into Manchester, taking customers where they want to be in the heart of the city’s shopping experience.
Transdev Blazefield
Carlone
Sanders Coaches
The judges liked the way Transdev is turning current industry practice on its head and providing staffed customer information points alongside attractive printed material, all of which has helped increase passenger numbers.
it’s small size, Heathrow said Carlone demonstrated exceptional dedication during the pandemic, adjusting timetables while ensuring a reliable service. Despite facing financial challenges in 2021 when Heathrow’s funding ceased, the management took on daily shifts to control operating costs. With restored funding in 2022, Carlone made continuous improvements with patronage surpassing pre-Covid numbers. This success led to further investment from Heathrow, establishing the 442 as a unique and intensive minibus service operating at frequent intervals. Actively engaged with the local community and accommodating local requests, Carlone’s emphasis on customer satisfaction, high operational standards, friendly drivers, on-board amenities, and fair fares align with Heathrow’s Surface Access Strategy for modal shift, making them a standout example of effective bus operation.
SILVER WINNER
BRONZE WINNER
service focused on enhancing the onboard customer experience, increasing frequency, and reducing journey time, resulting in a notable uptick in passenger numbers. Sanders invested in a fleet of four new buses, replacing older vehicles, offering improved amenities such as comfier seats, seat belts and USB charging. A dedicated team of drivers was established to provide a consistent and friendly service. Additionally, a temporary X55 manager oversaw the launch, ensuring seamless operation. The revised timetable, effective January 2023, doubled the frequency to every 30 minutes and included a later return from Norwich to North Walsham. Overcoming challenges, Sanders reduced travel time to Norwich by at least fifteen minutes, offering an express 45-minute journey. Passenger numbers surged, surpassing the goal of a +30% increase from pre-Covid figures, aided by recent train service disruptions that led commuters to seek a reliable option into Norwich.
IMPROVING ROUTE 442 CARLONE
X55 SANDERS COACHES
Heathrow Airport enthusiastically nominated Carlone for this award, impressed by their commitment to enhancing the customer experience on route 442. Carlone only operates a handful of minibuses, but despite
In January 2023, Sanders Coaches transformed route 55 into the upgraded X55, a project undertaken in collaboration with Norfolk County Council as part of the Bus Service Improvement Plan. The revamped
FINALISTS
n Accessibility, Lothian Buses n Going digital, Stagecoach n Simplifying Tickets, Stagecoach Midlands n TrawsCymru T1, Transport for Wales
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TECHNICAL & PROFESSIONAL
BUS AND THE COMMUNITY Sponsored by
ties, and receive positive feedback, fostering collaboration and open communication between the company and local authorities.
This award is designed to recognise and reward a scheme, project or other activity which has provided benefits to the community in which the bus company operates. The judges are looking for initiatives which place the bus industry (in its widest sense) at the heart of the local community in the area served. Nominations from, or about, depots where staff have worked together, or from smaller teams of staff or exceptional individuals were particularly encouraged.
The judges said that getting community leaders and stakeholders in and giving them the understanding of what running a bus operation involves is something every bus company should be doing.
GOLD WINNER
BEHIND THE BUS STAGECOACH EAST
Stagecoach East identified that local councillors and MPs are the key link to not only influence local transport policy, but also to help build relationships with its customers. Organised just after local elections, Behind the Bus is a ‘show and tell’ session, at which invited local key stakeholders, councillors and members of parliament join Stagecoach East for a look behind the scenes of running a bus company. The sessions cover various aspects, from legal obligations and building a bus network to efforts in achieving Net Zero. Participants tour the depot, interact with engineering and presentation teams, and even get the unique opportunity to drive a bus in a controlled environment. The sessions aim to build understanding, strengthen
SILVER WINNER
CARE EXPERIENCED TRAVEL ARRIVA NE, GO NE NEXUS AND STAGECOACH NE
North East England’s bus operators, in collaboration with Nexus and the NHS, have initiated a groundbreaking scheme providing unlimited free travel to 1,500 young adults (aged 18-25) who grew up in local authority care. Recognising the challenges faced by care-experienced individuals, including financial struggles and difficulties in education or employment, the joint effort introduced discounted bulk purchase prices for annual multi-operator season tickets. The NHS Integrated Care Board for Newcastle and Gateshead funded the initial year, reaching 400 young people and launching in September 2022. The scheme, administered on the region’s Pop smartcard platform, has shown positive early results, with 39% stating it helped them stay in work or education. Following this success, Transport North East extended the pilot to cover Tyne and Wear, County Durham,
and Northumberland until March 2026, impacting 1,500 young lives and attracting attention from the Department for Transport and organisations like Barnados advocating for a national concession scheme. BRONZE WINNER
OURBUS BARTONS
Founded in 2016 in response to the total loss of public transport in the community, OurBus Bartons is a volunteer-led charitable company providing affordable daily transport solutions in West Oxfordshire. Operating nine routes covering 11 destinations and spanning over 2,000 miles monthly, they’ve facilitated over 28,000 passenger journeys and 150 private hires for schools and community groups. Connecting local villages with transport hubs and towns, including runs for commuters and students to Banbury, Oxford, or London, the service is a vital link in the region. Despite not being among the major players, OurBus Bartons has secured significant financial backing from the National Lottery Community Fund to transition their entire service to electric, representing a pioneering effort in Oxfordshire’s transport landscape. FINALISTS
■ Gloucestershire Nightstop, Stagecoach West ■ LibertyBus, Tower Transit ■ Youth Engagement Programme, West Yorkshire Bus Alliance
Care Experienced Travel
Behind the Bus
OurBus Bartons
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PARTNERSHIP FOR EXCELLENCE: THE PETER HUNTLEY MEMORIAL AWARD Sponsored by
The importance of partnerships in the bus industry has steadily increased in recent years, especially with local authorities. This category is designed to recognise and reward initiatives, projects or innovations which add value to, or improve the attractiveness and effectiveness of, buses or bus services through partnerships with other organisations. Entries were encouraged from public, private or voluntary sector bodies, other transport operators and manufacturers or other suppliers who had demonstrated a commitment to partnership aspirations. 2022 Great North Run GOLD WINNER
2022 GREAT NORTH RUN ARRIVA NE, GO NE, NEXUS AND STAGECOACH NE
Led by Steve Walker, Managing Director of Stagecoach North East and Chair of Network Ticketing, the region’s three bus companies collaborated with Nexus, the Metro operator, to transform public transport for the 2022 Great North Run. The initiative, which included a special event ticket and strategic operational enhancements, achieved a 10% increase in public transport usage. Coordinating bus pickups at a central location and offering a discounted Great North Run Rover ticket resulted in a 25% increase in advance sales. The successful delivery led to a 10% overall increase in public transport use on the day, totalling 123,000 journeys. The initiative has sparked discussions about incorporating transport costs into the entry price for 2024 and has influenced South Tyneside Council to enhance bus priority. The judges were impressed with the size and scope of this ambitious scheme that brought together all the major transport operators in the region. The increase in number of public transport journeys demonstrated its success, and they hoped that ambitions for the inclusion of public transport in the entry fee would come to fruition next year. SILVER WINNER
YOUTH ENGAGEMENT PROGRAMME WEST YORKSHIRE BUS ALLIANCE
The West Yorkshire Bus Alliance Youth Engagement Programme, led by a partnership including West Yorkshire Combined Authority, district councils, and major bus operators (First West Yorkshire, Arriva, Transdev), has successfully engaged 10,500 young people, securing the bus network’s
Youth Engagement Programme
Leicester Buses Enhanced Partnership
future. Running until 2025, it aims to boost confidence in bus travel, promote transport careers, generate innovative service ideas, and highlight environmental benefits. Annual activities like youth forums and competitions have fostered partnerships, resulting in a 34% sales revenue increase, exceeding £15 million since the MCard’s launch. Survey results show increased awareness of transport careers (70%), consideration of jobs in transport (50%), and understanding the environmental benefits of bus travel (75%). This programme highlights the lasting impact of operator partnerships in creating engaging activities for lifelong bus network use.
within one year, the remaining targets are set for completion by May 2024. Notable accomplishments include bus lane implementations, a new city centre bus link, and pioneering contactless ticketing with day/week capping, a UK first. Network optimisation reduced operating miles to 83% of pre-Covid levels while maintaining commercial sustainability. Punctuality improved from 76% to 86%, and 116 electric buses by December 2023 will save over 5,084 tonnes of CO2 annually. Multi-operator journeys doubled since 2019/20, and satisfaction with value for money rose from 57% to 73%. The Hop free electric city centre bus service and electric Hospital Hopper showcase the partnership’s commitment to sustainable and efficient public transport.
BRONZE WINNER
LEICESTER BUSES ENHANCED PARTNERSHIP LEICESTER CITY COUNCIL WITH ARRIVA, CENTREBUS, FIRST BUS, KINCHBUS, ROBERTS TRAVEL AND STAGECOACH
Leicester City Council and bus operators, including Arriva, Centrebus, First Bus, Kinchbus, Stagecoach, and Roberts Travel, formed the Leicester Buses Enhanced Partnership in May 2022 to transform buses into electric, frequent, reliable, easy, and affordable modes of transportation. Achieving 75 of the committed 100 goals
HIGHLY COMMENDED
■ Operation Unicorn, Lothian Buses FINALISTS
■ 75% discount, Stagecoach East Scotland and the University of St Andrews ■ Bikes on Buses, Scottish Citylink and Stagecoach with HITRANS ■ Parklife festival transport, Stagecoach Manchester
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TECHNICAL & PROFESSIONAL
BUSES FOR LEISURE In the Buses for Leisure category, the judges were looking for innovation, partnerships, modal shift, how well services have been promoted, and the consequent number of passengers carried. They also considered opportunities for expansion and benefits to the community and local businesses.
GOLD WINNER
LAKE DISTRICT SERVICES STAGECOACH CUMBRIA & NORTH LANCASHIRE
Stagecoach Cumbria & North Lancashire operate 13 routes year-round in the Lake District with interruptions only occurring during adverse weather. The services cover key tourist areas and attractions, providing a sustainable transport solution. The company collaborated with Northern Rail, integrated services into their timetable guide, and actively partnered with Cumbria Tourism, the National Park, and local organisations for environmental conservation and congestion reduction. Initiatives included Park & Explore and Bus & Boat ticket options with local boat operators. In April 2023, Stagecoach invested
£3 million in a fleet of nine new Alexander Dennis Enviro 400 double-decker buses for the 555 route. Additional improvements included dedicated bus stop flags, next stop announcements on the 555 service, and a refresh of the onboard commentary on the 599 open-top bus service. For the summer 2023 season, Stagecoach also trialled the Ullswater Bus, a minibus service in collaboration with the Sustainable and Integrated Transport for Ullswater Group, connecting holiday accommodation with popular destinations. The success of the pilot may lead to further expansion. The company has invested in service promotion, with successful campaigns like the £2 fare resulting in increased demand for timetables. Passenger numbers on Lakes services rebounded, reaching 112.5% of pre-COVID levels, contributing to the overall recovery of the Cumbria & North Lancashire business. Despite being a well-established network, the operator identified opportunities for expansion and improvements, including the simplification of ticket offerings and potential service extensions. Longer-term discussions involve the introduction of carfree zones across the National Park, in which Stagecoach actively engaged.
The judges were impressed with the investment and continued improvement to services - which benefit both visitors and locals - and noted that passenger numbers are higher than pre-Covid levels. SILVER WINNER
SHERPA’R WYDDFA TRANSPORT FOR WALES
Last summer, Transport for Wales (TfW), funded by the Welsh Government, collaborated with local authorities to launch the Sherpa’r Wyddfa bus service under the North Wales Metro Programme. Connecting Caernarfon, Porthmadog, Bangor, and Betws-y-Coed, the service supports Eryri (Snowdonia) National Park socially, economically, and environmentally. Facing parking and congestion challenges, a review commissioned by Snowdonia National Park Authority led to a strategic group formed by Gwynedd Council, Conwy Council, and TfW. The group implemented changes outlined in the Sherpa’r Wyddfa delivery plan, emphasising reduced car use, sustainable transport, and addressing seasonal congestion. Results include consolidating operators, streamlining routes, and introducing fresh branding, prominently featuring the Welsh name for Snowdon - Yr Wyddfa. Integration and promotion of the service increased patronage and revenue, reduced car volume, and supported a behavioural shift. Post-review, rebrand, and relaunch, patronage surged by 64% in April 2023 compared to April 2019 (pre-COVID), highlighting the success of Sherpa’r Wyddfa. BRONZE WINNER
LONDON LINE 702 AND FLIGHT LINE 703 READING BUSES
In December 2017, Reading Buses replaced First’s Green Line 702 route, seizing a growth opportunity. The 702 and its offshoot, the 703 to Heathrow, launched in May 2018, featuring bespoke apps and targeted marketing. The 703 was diverted to Colnbrook in November 2020, addressing local requests and a special £1 fare, supported by on-bus information and social media, boosted ridership. Pre-pandemic, numbers grew by 16.7%, recovering to 90.1% by 2021. In March 2022, a partnership with Heathrow extended the 703’s hours and frequencies. By 2022, ridership soared by 69.1%, and the last 12 months showed a remarkable 117.8% growth.
Stagecoach Cumbria & North Lancashire
FINALISTS
Transport for Wales
n Breezers, Go South Coast n Royal Highland Show, Lothian Buses n X46/X47, Stagecoach Midlands
Reading Buses
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TECHNICAL & PROFESSIONAL
ENVIRONMENTAL INNOVATION Sponsored by
While buses inherently provide green travel, the industry continues advancing environmental efforts. In this category the focus is not merely on introducing electric vehicles but on projects that introduce something new to the bus industry, enhancing environmental credentials or the bus environment. This could include reducing noise levels, improving air quality, enhancing energy efficiency, managing waste, or introducing innovative infrastructure that reduces environmental impact – all with a novel approach for the bus industry.
GOLD WINNER
ELECTRIC TRANSPORTATION AS A SERVICE NATIONAL EXPRESS WEST MIDLANDS AND ZENOBE
In a first for the UK bus industry, National Express West Midlands partnered with electric vehicle battery and charging specialist Zenobē, using its Electric Transportation as a Service giving what was then the largest single EV bus fleet transaction of 130 electric double decker buses. Zenobē manages a full turnkey solution including new vehicles, onboard battery replacement, charging infrastructure, unique software to optimise charging, parts, and full operational support. This allows National Express to focus on driving improvements for passengers. In another UK first, the scheme also utilises a second life battery made from recycled bus battery cells which stores the power from solar panels on the depot roof and releases it to supplement peak charging demand, reducing pressure on the grid. As well as the obvious environmental benefits, the judges liked the re-use of former bus batteries and were particularly impressed that the data and insights gained from the scheme have been shared to help other operators. SILVER WINNER
JOURNEY TO NET ZERO MCGILL’S
McGill’s Bus Group, the UK’s largest privately owned bus operator, operates over 850 vehicles with 1800 staff across 10 depots, including four electrified locations, boasting the largest electric bus fleet in Scotland. Their journey towards Net Zero involves a £49 million investment over the past three years, focusing on energy efficiency, carbon emission reduction, and passenger comfort. Driver upskilling and innovative telematics data have resulted in a 5000-tonne annual reduction in carbon emissions and
National Express West Midlands and Zenobe
McGill's
Liverpool City Region Combined Authority
over 6 million zero-emission miles. Future plans include introducing 4.5MW charging capacity to further expand the fleet, utilising smart charging technology and data-driven strategies for optimal performance and customer comfort. BRONZE WINNER
HYBUS LIVERPOOL CITY REGION COMBINED AUTHORITY
Liverpool City Region Combined Authority’s (LCRCA) ‘HyBus’ isn’t just a zero-emission bus trial but a stride towards a vision for 1,200 zero-emission buses by 2040. In partnership with Arriva and Stagecoach, the project introduces hydrogen fuel cell electric double-decker buses, fostering competition in the sector. Operating on the
10/10A route, it aims to drive modal shift and broader decarbonisation. LCRCA focuses on delivering a ‘Best in Britain’ passenger experience with redesigned interiors and premium amenities. The initiative aligns with the Green Bus Routes programme, enhancing bus priority for faster, reliable journeys. LCRCA also collaborates with local fleet operators to share refuelling infrastructure, reducing emissions and hydrogen costs. FINALISTS
■ Electrification of Aberdeen and Scotstoun depots, First Bus Scotland ■ Electric drivetrain upgrade and solar panels, First York ■ Greener depots, Stagecoach London ■ Service 1, Stagecoach West Scotland
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MARKETING CAMPAIGN OF THE YEAR
Sponsored by
This award recognises marketing excellence through particular campaigns and initiatives which demonstrate flair, imagination and original approaches that lead to demonstrable outputs. Winners evidenced before and after comparisons and other ways that demonstrated the effectiveness of their marketing activity. Activities included short duration initiatives or were part of a sustained campaign to change attitudes towards bus travel and to win new custom. Entries came from bus operators, local authorities, and any other organisations that market bus travel.
GOLD WINNER
FREE TO EXPLORE FIRST BUS SCOTLAND
Following the Scottish Government’s introduction of free bus travel for those under 22, First Bus launched the ‘Free to Explore’ campaign in Glasgow and Aberdeen to make bus travel appealing to young people. Informed by strategic research on Gen Z, the campaign featured a music video tapping into the Scottish grime scene and bespoke murals in high footfall locations, serving as selfie spots. The campaign exceeded expectations on platforms like TikTok and Snapchat, achieving a total of 33,135,673 impressions, equivalent to 88% of all 15-24 year olds in
Scotland. The business impact included a 2.7% increase in the use of NEC cards on First Bus services, a 5.5% revenue growth in Scotland, and positive shifts in ad awareness, purchase intent, and brand perception. The results demonstrated the campaign’s resonance and success in reaching and engaging the target audience. Noting that even free bus passes need to be marketed, the judges commented that it’s hard to create engaging video and other social media content for this age group without it sounding naff, but First Bus Scotland achieved it. SILVER WINNER
GET ROUND FOR A POUND NORTH EAST ENHANCED PARTNERSHIP
In May 2023, a new ticketing product launched across Tyne and Wear, Northumberland, and County Durham, offering passengers aged 21 and under a £1 fare for any single bus journey. The vibrant ‘Get round for a pound’ marketing campaign spanned various channels, including TikTok, Snapchat, Facebook, Instagram, YouTube, Spotify, and out-of-home advertisements, generating over 10 million impressions, 2 million TikTok views, 300,000 YouTube views, and 46,000 click-throughs from Snapchat. A toolkit for partners and agile social media posts targeted events, resulting in a million tickets sold in the first four weeks and a 34% increase in weeks 5-8. Ongoing activities, including influencer marketing, aim to engage a new generation of bus customers, benefiting the environment, economy, and communities in the North East region.
BRONZE WINNER
YOU ARE NOT A BUS DRIVER GO NORTH EAST
In response to the UK’s bus driver shortage, Go North East launched the ‘YOU are not a bus driver’ campaign in 2022, featuring diverse drivers to attract new talent. The multi-channel campaign resulted in a 44% increase in job applications since its January 2023 launch. Lost mileage due to lack of drivers dropped to 0.75%, a substantial improvement. The campaign’s success prompted growth in the company’s driving school, with over 100 weekly applications, necessitating team expansion. Notably, a ‘driving test’ involving high-profile figures on a Voltra electric bus emphasised inclusivity and increased applications from minority backgrounds. As Go North East collaborates with local authorities to expand the bus network, the campaign’s impact positions the company to meet the demand for new drivers. HIGHLY COMMENDED
■ CAV Forth, Stagecoach Group FINALISTS
■ Believe in Bus, Cornwall Council ■ Encourage modal shift, National Express West Midlands ■ Get Your Freedom – Get Your Free Bus Pass, Transdev Blazefield ■ Student Campaign, Nottingham City Transport ■ Your Ticket to Freedom, Stagecoach West Scotland
North East Enhanced Partnership
First Bus Scotland
Go North East
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Better journeys for bus passengers
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Sponsor of “Culture Change” category at the UK Bus Awards Congratulations to Warrington's Own Buses, Dallam Lane Depot
Your Bus Journey
Expert advice from Transport Focus Transport Focus is gearing up for the Transport including a new version of and can help local transport authorities 2024 Your Bus Journey survey.Focus research, our Bus Passenger Survey, can give authorities detailed bus operators provide best practice The survey will again focus on the comparable, benchmarked passenger guidance and helpfeedback. to use the data journey passengers are making at that to drive improvements in customer time, measuring satisfaction on a wide satisfaction. Our expert advisors can help provide best practice range of aspects including: guidance on: Throughout 2023 our new survey ● the experience on board the bus has been on finding how satisfied • passenger representation busout service and at the bus stop passengers are with their bus journey. improvement plans ● the bus driver year 34 Enhanced Partnerships • setting targets forThis journey times, reliability and one operator network ● their overall satisfaction improvements and customer satisfaction in England and six Regional Transport Partnerships with that journey • developing a Passenger Charter across Scotland have taken part. This • promoting the passenger interest in local bus ● if they think it’s good value for money. data from around 30,000 passengers partnerships. Results will give local transport will be published authorities and bus operators detailed, in early 2024.
Pictures : Amy Heycock
Transport Focus can help local transport authorities put passengers at the heart of National Bus Strategy and Bus Service comparable, benchmarked passenger How satisfied are the passengers Improvement Plans. feedback. with their bus journey?
Oursurvey new best practice toolkit on passenger Your Bus Journey results will help transport representation on Bus Service Improvement Plans authorities, bus operators and Governments to invest in the is available online and at www.transportfocus.org.uk things that matter most to current future bus passengers.
To find out more about survey To findthe out more about how we can help you, speak speak to David Sidebottom, director:Senior Stakeholder Manager: to Linda McCord, david.sidebottom@transportfocus.org.uk linda.mccord@transportfocus.org.uk
TF Bus Cos ride.indd 1
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TECHNICAL & PROFESSIONAL
CULTURE CHANGE Sponsored by
The general environment for bus companies has been changing rapidly for some years. Customers have come to expect the high standards of service which they find elsewhere and so the traditional skills in bus companies of providing reliable operations and properly maintained buses, crucial though they are, bring businesses to the starting grid and not much further on. Increasingly, bus companies must change the way they work to match up operational excellence with innovation and fresh ideas created and brought to life by engaged, motivated and fully trained employees.
GOLD WINNER
DALLAM LANE DEPOT WARRINGTON’S OWN BUSES
Warrington’s Own Buses, one of eight municipally-owned bus companies in the UK, recently relocated to a new site with a £10 million investment from the council. The move to a fully electric bus depot marked a strategic reset for the organisation, fostering a safe, friendly, and future-oriented atmosphere. Operations Director Katie Cringle led extensive culture change initiatives, improving internal communication through in-person activities, apps, digital screens, and team events. The redesigned depot promotes inclusivity, eliminating the “them and us” dynamic with uniform facilities for all employees. The positive impact is evident in rising satisfaction scores and increased staff survey participation. The new setup enhances team collaboration, safety, and working styles, with notable investments in engineering, mental health support, safety conferences, and specialised training. This ongoing cultural transformation has not only improved job satisfaction but also led to financial gains, offsetting previous losses and generating a surplus for reinvestment in Warrington’s Own Buses. Truly an example of culture change across a whole business, the judges also noted that the various changes have had a very positive impact, not only with a happier and more productive workforce, but turning around an annual loss into a profit, which will be reinvested back into the company. SILVER WINNER
GARAGE LIFE PROGRAMME RATP DEV TRANSIT LONDON
Introduced in February 2023 by RATP Dev Transit London, the Garage Life Programme has successfully transformed the on-boarding
Warrington's Own Buses
RATP Dev Transit London
Stagecoach London
process for new trainee bus drivers. Designed to debunk misconceptions about the role, the programme targets individuals from outside the industry, offering a comprehensive introduction to the business. With a monthly intake of at least 16 recruits, the programme combines classroom learning for theory tests with practical experiences like shadowing experienced drivers. This proactive approach allows new drivers to interact with colleagues, management teams, and technicians at their future garages before officially starting their roles. The Garage Life Programme not only enhances driver preparedness but also fosters a sense of community and belonging from day one, setting RATP Dev Transit London apart as an innovator in the industry.
for work’ culture. Establishing a Fatigue Sub Group, comprising drivers and an engineer, it reports progress to the Safety Strategy Group every six weeks. Core objectives include fostering a culture of shared responsibility, risk assessment of working time, promoting healthier lifestyles, providing training and developing key performance indicators. Initiatives include a Fatigue Policy booklet, a Fatigue Pledge, a ‘Code 20’ Process for drivers, and a daily fitness check on the signon screen. With 32 accepted fatigue pleas under the Fitness to Work policies, Stagecoach London highlights the joint responsibility and encourages an open culture to address fatigue in its safety-critical business. HIGHLY COMMENDED
BRONZE WINNER
FATIGUE STAGECOACH LONDON
Stagecoach London prioritises a safe working environment. Since the May 2019 Loughborough report addressing fatiguerelated concerns, targeted campaigns on lifestyle, nutrition, exercise, and sleep have been deployed via internal communication channels. Focused on minimising the impact of employee fatigue, especially in safetycritical roles, the company promotes a ‘fit
■ Punctuality Sprint, Arriva East and South Midlands FINALISTS
■ Creating Connections, Stagecoach Services ■ Employee Networks, Stagecoach ■ High Wycombe Depot, Arriva East and South Midlands ■ Keep Our People Safe, Stagecoach East ■ Women’s Committee, Stagecoach London
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TECHNICAL & PROFESSIONAL
RECRUITMENT AND RETENTION Reflecting the ongoing issue across the industry of recruiting and retaining enough drivers, entries were received in various categories which addressed this challenge. So many entries came in that it was decided to put them together and create a new category of Recruitment and Retention.
GOLD WINNER
RECRUIT RETAIN NOTTINGHAM CITY TRANSPORT
In the midst of the challenging recruitment landscape for the bus industry, Nottingham City Transport (NCT) has successfully transformed its driver recruitment approach, addressing the national shortage of bus drivers and intense labour market competition. Recognising the diminishing returns from traditional strategies, NCT implemented a comprehensive overhaul of recruitment practices, leveraging social media and forming partnerships to reach new demographics. This combined approach resulted in over 3,200 applications since August 2022. To enhance applicant engagement, NCT established direct communication with successful candidates, providing information about the recruitment process and fostering a personal connection. Online assessments were redesigned for flexibility, improving completion rates and increasing attendance at face-to-face recruitment events. The frequency of these sessions had to be increased to four days a week to accommodate the high engagement levels. By early 2023, NCT adjusted its training resources and intake schedule, welcoming 20 new trainees each month. Simultaneously, efforts to reduce driver turnover have proven
successful, decreasing the annual turnover rate from 24% to 12%. Initiatives such as a four-day working week option and improved support systems contribute to NCT’s commitment to the well-being of its driving staff, providing a solid foundation to navigate ongoing industry challenges. The judges were pleased to note that over 150 new drivers have been taken on over the past year, and schemes like improved mental health provision and an optional four day working week have halved driver turnover rates. SILVER WINNER
YOU ARE NOT A BUS DRIVER GO NORTH EAST
In 2022, the Confederation of Passenger Transport highlighted a nationwide shortage of bus drivers, affecting services across the UK, including those of Go North East. To address this challenge, Go North East launched the ‘YOU are not a bus driver’ campaign in January 2023. Leveraging a diverse array of channels, such as bus adverts, social media, radio, and events, the campaign featured the company’s drivers. The results were striking, with a 44% increase in job applications, including both existing PCV licence holders and new trainees. The campaign significantly reduced lost mileage associated with a lack of drivers availability to just 0.75%, showcasing an improvement of over five percentage points compared to the prior year. The success prompted the expansion of the recruitment team to handle the surge in applications. Additionally, Go North East’s initiative to invite highprofile figures for a ‘driving test’ in a Voltra electric bus contributed to a substantial
increase in applicants from minority backgrounds. The campaign aligns with the broader goals of Transport North East, which aims to enhance bus services and increase patronage by 2025, necessitating the recruitment of over 100 new bus drivers to support network expansions. BRONZE WINNER
DRIVER RECRUITMENT BRIGHTON & HOVE BUSES AND METROBUS
To address the nationwide driver shortage, Brighton & Hove Buses and Metrobus executed a transformative marketing strategy, highlighting customer service over traditional driver-centric messaging. This approach aimed to attract individuals in customer-facing roles like hospitality and retail, portraying bus driving as a peopleoriented profession. The campaign, spanning TV, digital platforms, and mobile advertising, yielded a remarkable 30% increase in driver applications over three months. The TV advert reached 40,000 households, digital impressions hit 6 million, and social media engagement surpassed industry standards. These outcomes signify a successful shift in bus driver recruitment, expanding the applicant pool and diversifying the workforce. HIGHLY COMMENDED
■ Supporting refugees, Reading Buses FINALISTS
■ Driver recruitment, Stagecoach East Midlands ■ Driver simulator, National Express West Midlands
Go North East
Brighton & Hove Buses and Metrobus Nottingham City Transport
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GOING FOR GROWTH
Sponsored by
Since the pandemic when passenger numbers fell dramatically, increasing customer numbers and growing the bus network has never been more important. This new category recognises the efforts of bus operators, transport authorities and other bodies responsible for commissioning and operating bus services, that show a demonstrable increase in passenger numbers. This includes growing the market as a whole, in a particular geographical area, along a specific route, or growing a particular sector of bus passengers. The growth can be over a short period or over a sustained length of time, and is clearly backed up by before and after customer numbers.
GOLD WINNER
FlixBus UK
FLIXBUS UK
In 2020, FlixBus entered the UK coach market, officially launching in April 2021 despite the challenges of the pandemic. The move has proven highly successful, with FlixBus serving its 1 millionth passenger in 2022 and experiencing a remarkable 94% increase in passengers between April and September compared to the previous year. Meanwhile, the UK network has doubled in size and grown fivefold in Scotland since its launch in August 2022. FlixBus now offers express coach services to 60 destinations across the UK, collaborating with an increasing number of coach operators. The brand’s international influence is evident with new routes connecting Bristol – Amsterdam, Leeds – Amsterdam, and Birmingham – Brussels. Passenger numbers continued to soar in Q2 of 2023, with an 89% increase compared to the same period in 2022, reaching the milestone of 2 million UK passengers. With plans for continued rapid growth, FlixBus aims to become the largest coach brand in the UK within the next five years. The judges were impressed with the rapid growth in the number of services available, and noted that the entry of FlixBus to the UK express coach market has grown it overall, rather than just taken customers from existing operators. They also praised the good quality vehicles and ever expanding range of operators running services under the FlixBus brand.
Stagecoach Merseyside and South Lancashire
Go South Coast
its services, surpassing other city operators and introducing new routes. Key route enhancements include increasing frequencies, rerouting Bluestar 16 via Bitterne, extending Bluestar 7 and 17 to provide cross-city links, and introducing new routes like Bluestar 19. Notably, the company’s success is not solely derived from passenger abstraction from First, as overall bus usage in Southampton increased by 16% from 2012-13 to 2018-19, as per ONS figures. The growth trajectory continues, with the introduction of two new routes, Bluestar 23/24, in Eastleigh at the end of July. This achievement is attributed to strong stakeholder relationships, enhanced driver training, investment in new vehicles and technologies, effective marketing campaigns, positive community relationships, and a commitment to customer information and accessibility awareness.
SILVER WINNER
BLUESTAR GO SOUTH COAST
With a determined team and a robust operation, Bluestar exemplifies sustained growth over the past decade. During this period, the company consistently enhanced
to cars and trains. From an initially underappreciated hourly link between Preston and Blackburn, it upgraded to every 30 minutes on weekdays in 2011, introducing free WIFI and a new bus fleet. Further improvements in 2019 expanded its frequency to every 20 minutes, extended the route to Royal Blackburn Hospital, and enhanced morning and late evening services. Securing funding in partnership with Blackburn Darwen Council addressed deficiencies, introducing full late evening and Sunday/Bank Holiday services. At the time of the entry, future plans included service enhancements based on demand forecasts and the introduction of newer, luxurious buses in September 2023. HIGHLY COMMENDED
■ Sherpa’r Wyddfa, Transport for Wales
BRONZE WINNER
59 STAGECOACH MERSEYSIDE AND SOUTH LANCASHIRE
The 59 service, evolving since deregulation, has transformed into a compelling alternative
FINALISTS
■ 100% Club, Stagecoach East ■ Hi, Grant Palmer ■ 36, Transdev Blazefield
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LONDON AWARDS
LONDON BUS GARAGE OF THE YEAR Sponsored by
This Award is open to garages that operate buses on contract to TfL. Performance and monitoring data was used by TfL London Buses to compile a short-list of garages reaching high levels of recorded performance. Each short-listed garage was challenged to submit its own assessment of its achievements, emphasising the impact of local initiatives on customer service, staff well-being and the communities served.
GOLD WINNER
LEA INTERCHANGE STAGECOACH LONDON
Stagecoach London took over Lea Interchange in May, and since then has built on the garage’s already high standards. Recent changes have improved inter-departmental cooperation, with daily meetings, extensive bus refurbishment, and meticulous vehicle maintenance. Achieving high depot scores and surpassing TfL Network results in key areas showcases their commitment to excellence. Lea Interchange prioritises equality, diversity, and inclusion, fostering a collective work identity. Reflecting the diverse nature of the workforce, a more comfortable uniform has been introduced. A ‘Trade Up’ scheme is also on offer whereby people are given the opportunity to train and develop in a new role without financial detriment. As well as raising money for Macmillan Cancer Support, Lea Interchange has set itself up as a local food collection point for the Trussell Trust. The judges commented that the garage, which already had a good reputation, has reached even greater heights, and is a worthy gold winner. SILVER WINNER
CROYDON ARRIVA LONDON
Croydon Garage stands out with its exceptional team, comprised of drivers, garage supervisors, engineers, managers, and the performance control team, all dedicated to delivering the best service to customers. The collaborative efforts of each department ensure safe and high-standard vehicle operations. Actively engaging with local communities, the Croydon team visits schools to discuss the garage, vehicles, and encourage confidence in using their services. Drivers are recognised and celebrated locally, with a Driver Quality Monitoring system that highlights overall driver standards and customer service excellence. The
Lea Interchange
Barking Croydon
management fosters a culture of learning, regularly providing feedback to ensure continuous improvement, reflected in yearon-year improvements in the Customer Experience Survey. Open Forums and a Health and Wellbeing Champion contribute to a holistic approach, promoting employee wellness through campaigns, events, and a health kiosk on-site. The entire Croydon team takes pride in setting the standard for teamwork and exceptional service to the travelling public. BRONZE WINNER
BARKING STAGECOACH LONDON
Celebrating its upcoming centenary in 2024, Barking Garage boasts a century of service with a dedicated team of drivers, engineers, supervisors, and managers committed to delivering exceptional service. The diverse local team is deeply integrated into the community they serve, fostering a sense of unity. With experienced driver mentors, including the Trade Union representative,
guiding professional growth, and an annual “Engineer of the Year” competition recognising outstanding contributions, the garage promotes a collaborative and supportive atmosphere. The close-knit engineering team maintains a fleet of over 100 vehicles, including electric ones, with a focus on excellence. The garage holds the title of current inter-garage 5-a-side football tournament champions and actively engages in charitable events, raising funds for Macmillan Cancer Support and contributing to the Trussell Trust’s food bank initiatives. Barking Garage consistently outperforms in key London bus metrics, including Transport for London’s Bus Customer Experience Survey, lost mileage, and on-time reliability, making it a standout performer in the London bus network. FINALISTS
n Sutton, Go-Ahead London n Waterloo, Go-Ahead London n Willesden Junction, Metroline
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LUKE REES-PULLEY AWARD FOR TOP LONDON BUS DRIVER Sponsored by
This Award is presented to the London bus driver who has best demonstrated excellent performance from the customer perspective in the twelve-month period up to the closing date. All London bus garages are eligible to submit nominations for their best-performing drivers. The winner of the Top London Bus Driver prize will be the individual who best represents the customer’s ideal; a driver who is friendly, helpful, conscientious and mindful of passengers’ safety, comfort and well-being – in short, a true professional and a worthy ambassador for the job.
GOLD WINNER
MARINA RUDKO RATP DEV TRANSIT LONDON
Marina Rudko is based at RATP Dev Transit London’s Fulwell Garage in south west London. Her routes mean that she often encounters visitors, who she is always happy to help. In her spare time she has identified
major landmarks in her area and which buses serve them. Although she speaks six languages, she also carries laminated cards listing every stop on the route so that she can show passengers how many stops it is to where they want to be. And that’s not all she carries. She keeps a supply of carrier bags to give to passengers whose own bags have burst. She always has a supply of tissues to mop up spilt coffee, and she’s found that wet wipes can remove graffiti. With her thoroughly customer-centred approach, judges felt Marina is an example to other drivers, a great ambassador for the industry and a very worthy gold winner. SILVER WINNER
ANDY BECKERS STAGECOACH LONDON
With 16 years of experience, Andy Beckers joined Stagecoach when the route 173 began operating from Barking Garage in 2020. Serving as a Driver Mentor/PDC, Andy is a key contributor to the Barking Team, dedicating spare time to creating valuable materials for new drivers. Recognised for his outstanding customer service and driving standards, Andy maintains a Transport for London’s Bus Customer Experience Survey score of 100 and a clean accident record. Acknowledged for professionalism in challenging situations, he sets a positive
example, recently appointed as the Barking Environmental Champion, showcasing his commitment to sustainability and reducing the garage’s carbon footprint. BRONZE WINNER
THOMAS BRADE ARRIVA LONDON
With over 21 years of experience as a London bus driver, Thomas Brade stands out as an exemplary professional. Operating on route 313, he is widely recognised and admired by passengers for his welcoming demeanour and commitment to providing a comfortable journey. Notably, he played a pivotal role in easing the travel anxieties of an autistic teenager, fostering confidence and independence. Tom’s kindness extends beyond passengers to his colleagues, offering support and sharing his expertise. Commended for his positive attitude during mechanical issues and praised by elderly passengers for his patience, Tom consistently receives high scores in customer experience surveys and is a beacon of excellence among London bus drivers. FINALISTS
n Carmen Brigo, RATP Dev Transit London n Karl Diamond, Go-Ahead London n Suryakant Tank, Metroline n Heidi Williams, RATP Dev Transit London n Christopher Wilson, Go-Ahead London
Andy Beckers
Marina Rudko
Thomas Brade
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WE LL D ONE TO O U R AWA R D WIN N ER S! A proud Mariusz said: "It fells amazing to win! To be honest, I was surprised when the results were announced - I didn't see that coming. "It's a very nice feeling to be recognised by our Transdev team and by the UK Bus Awards judges - and most of all, by our customers. "I've been asked what the secret of my success is, and really it all comes down to giving the best customer service I can on every journey. "I'm lucky to work with our fantastic team at Malton, and on such a beautiful scenic route I just love what I do, and I try to enjoy every day."
GOL D WINNER
TOP NATIONAL BUS DRIVER M ARIUSZ LOSINSKI
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MA NAGE R OF THE Y EAR AL AN ISHE RWO OD
GOLD WINNER EN R I C HI N G T H E C U STOM E R E XP E R I E NCE DE - ST R E S SIN G TH E B U S
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SILVER WINNER
CLEANING UP T HE A IR I N OUR COM MUN IT IE S IN 20 24 A full electric network in Harrogate Electric buses for theSHUTTLE in Keighley 20 electric buses for Transdev Airport Services at Heathrow Harrogate Bradford & Keighley
York Leeds
Heathrow
PT_UKBA_Ad.indd 32
A clean and green new depot in York using solar panels, batteries and offshore wind energy as well as efficient heating and lighting Biofuel equal to taking 2,355 cars off the road annually 11/12/2023 13:23
PEOPLE
TOP NATIONAL BUS DRIVER: THE CHRIS MOYES MEMORIAL AWARD Sponsored by
This Award is presented to the bus driver who has best demonstrated excellent performance from the customer perspective in the past twelve months. To win the title of Top National Bus Driver, entrants need to go that extra mile to provide the customer’s ideal; a driver who is friendly, helpful, conscientious and mindful of customers’ comfort and well-being – in short, a true professional and a worthy ambassador for the job.
GOLD WINNER
MARIUSZ LOSINSKI TRANSDEV BLAZEFIELD
Mariusz Losinski is a familiar face on Transdev Blazefield’s Coastliner network, connecting Leeds and York with the Yorkshire coast. Recognised for his calm driving and excellent customer care, Mariusz has received accolades such as Transdev’s Amazing Awards and the Eco Champion trophy for his safe and economical driving. With no recorded accidents and consistently high scores on the ‘Greenroad’ telematics system, Mariusz’s exemplary driving record speaks for itself. In 2023, he was awarded the Pride of the North Cup for his composed handling of a medical emergency on board, demonstrating his commitment to passenger well-being. Having joined Transdev nine years ago, Mariusz’s dedication to his role reflected in his positive attitude and friendly customer service. Our mystery traveller noted that Mariusz has excellent driving skills and that he said hello and goodbye to all his passengers. On one occasion he left the cab to help transferring passengers with mobility difficulties by carrying their luggage. And on another journey, he helped a potential passenger with bus times for another day, getting the timetable up on his phone and reading out the times. A superb ambassador for the industry and a very worthy gold winner. SILVER WINNER
TIKA GURUNG NOTTINGHAM CITY TRANSPORT
Tika, a valued member of Nottingham City Transport since November 2020, was crowned as NCT’s Driver of the Year in January 2023. Originally from Nepal, Tika arrived in the UK in 2007 with his three brothers through his father, who served as a Gurkha. Prior to joining NCT, Tika
Mariusz Losinski (centre)
Tika Gurung
Freddie Dempsey
gained valuable expertise as a bus driver with Metroline in London for five years. In 2019, he moved to Nottingham, and in 2020 he joined NCT. His dedication to safety is evident through a perfect driving assessment score, excellent attendance, and a spotless record of accidents and disciplinary awards. Tika enjoys connecting with passengers, fostering a friendly atmosphere on board, and actively participated in the opening of the new Bulwell Bus Station.
service awards, Freddie stands out for his consistent excellence, with perfect audit scores and a record of never missing a day of work. His friendly demeanour on the route between Derby, Belper, Ripley, and Bakewell has earned him a loyal customer base, and accolades from passengers affirm his exceptional customer service. Freddie’s commitment to his job and dedication to going the extra mile make him a valued member of the team, embodying the essence of a skilled and customer-focused bus driver.
BRONZE WINNER
FREDDIE DEMPSEY TRENTBARTON
Freddie Dempsey discovered his passion for bus driving five years ago with Trentbarton, finding huge enjoyment in the role. Recently named Driver of the Year at Trentbarton’s
FINALISTS
n Ben Anderton, Diamond Bus North West n Brian Brotherston, Belfast Metro n Clive Egan, Morebus
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PEOPLE
YOUNG MANAGER OF THE YEAR Sponsored by
This award is designed to recognise, reward and inspire management talent in the UK bus industry. The category is open to all managers who are under the age of 30 at the closing date of the competition and who have worked in their current capacity for a continuous period of not less than six months. The judges seek exceptional young managers who can effectively manage people and processes and use excellent communication skills and financial control.
GOLD WINNER
RICHARD GREAVES STAGECOACH MANCHESTER
Joining Stagecoach’s graduate scheme in 2019, Richard Greaves swiftly advanced through the ranks, accumulating diverse experience
across the UK. Now, as Operations Manager at Manchester’s Hyde Road Depot, overseeing 500 employees and nearly 200 vehicles, Richard demonstrates his commitment to excellence. His previous experience as Operations Manager at Stockport Depot in 2021 was good preparation. Richard faced staffing challenges and transformed the depot through innovative initiatives, resulting in increased staff satisfaction, a 6% reduction in driver turnover, and a notable 3% decline in driver absence—the best KPI results since the pandemic. This success showcased Richard’s dedication to employee engagement, a vision he continues to implement at Hyde Road. Promoted to Operations Delivery Manager in 2022, Richard fostered alliances with stakeholders, effectuating positive changes for the business and customers. Co-organising Stagecoach Manchester’s Parklife operation in November, he secured a dedicated bus priority system, significantly improving efficiency. Amidst a nationwide driver shortage,
Richard introduced innovative training and recruitment strategies, leading to a remarkable 45% increase in applications and trainees, addressing capacity needs for the Magic Bus operation. He also established Stagecoach’s Young Managers Network, showcasing his commitment to personal and professional development. The judges were extremely impressed with the many initiatives that Richard has undertaken and the positive results they have produced. They said he is a very worthy winner and has great potential as a future industry leader. SILVER WINNER
LAUREN WATSON STAGECOACH MERSEYSIDE & SOUTH LANCASHIRE
Lauren joined Stagecoach in 2016 as a Graduate Management Trainee, but her diverse background, includes teaching and caregiving. This manifests itself in exceptional communication and empathy skills. Progressing from Assistant Operations Manager at Birkenhead to Operations Manager at both Birkenhead and Gillmoss, Lauren’s impact is evident. Her people-centric approach led to a 50% reduction in driver turnover and notable improvements around sickness, complaints, and lost mileage. Throughout, Lauren’s communication and engagement skills with the driving team have enhanced project work and day-today service delivery, affirming her as an exceptional leader at Stagecoach. BRONZE WINNER
DAN GRAHAM GO NORTH EAST
Joining the bus industry eight years ago, Dan Graham immersed himself in various departments, showcasing a flair for business development and stakeholder relations.In 2022, Dan led Go North East’s marketing team to success, securing award victories for the launch of the North East of England’s first fully electric bus fleet. The company’s marketing and communication efforts, particularly the ‘Jobs with Real Purpose’ recruitment campaign, earned a Gold Award at the UK Bus Awards. Transitioning to commercial and business development in late 2022, Dan assumed the role of Commercial Development Manager at Go North East. Passionate about the sector, he advocates for long-lasting stakeholder relations, combining enthusiasm and authenticity to drive business growth.
Richard Greaves (centre)
FINALISTS
Lauren Watson
■ Christopher Beattie, McGill’s ■ Amber Olney, Stagecoach East ■ Reece Stannard, Stagecoach London
Dan Graham
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11/12/2023 13:48
PEOPLE
MANAGER OF THE YEAR Sponsored by
This award is designed to recognise and reward outstanding performance in middle management in the UK bus industry. The category is open to middle managers who are over the age of 30 at the closing date of the competition and who have worked in their current capacity for a continuous period of not less than twelve months. The judges will consider the context in which the individual is operating and the challenges they have met and overcome.
GOLD WINNER
DAWN MURPHY STAGECOACH YORKSHIRE
Dawn Murphy, a seasoned professional with over 44 years of diverse experience, showcased leadership at various levels. As Coaching Manager at National Express, Chesterfield, she earned top overall operator awards and successfully launched Megabus operations at Woolley Edge. After a challenging stint launching Megabus in Italy, Dawn returned to the UK in 2017 as Operations Manager at Rawmarsh, transforming the depot's culture, costs, and profitability. Under her leadership, Rawmarsh pioneered the introduction of electric buses into Stagecoach Yorkshire’s fleet. Dawn's standout strength is fostering positive relationships, including union representatives. Trusting the union for minor disciplines, she cultivated a cooperative environment. During a staff shortage, Dawn secured union support for a positive pay deal, swiftly resolving the issue and surpassing driver establishment levels. Beyond managerial duties, she revamped the Traffic Office team, setting high standards. Her commitment to service, community, and mentorship earned her widespread respect and the Manager of the Year award. The judges could not have been more enthusiastic about Dawn and how she’s turned around the depot. One judge wanted to offer her a job, and all agreed that she’s a great ambassador for the industry, and a very worthy winner.
Dawn Murphy (centre)
Alan Isherwood
Mark Mageean
the training department in 1996, guiding newcomers across the Blazefield group from 2001. Alan’s journey included roles like Group Operations Manager and Quality Audit Manager, gaining qualifications from driving instructor to transport manager. As General Manager since 2014, initially in York and Malton and later in Keighley from 2018, Alan’s dedication and expertise have been evident. In August 2023, he became Head of Operations, overseeing 10 depots across Yorkshire, Lancashire, and Greater Manchester. Known for engaging with people, Alan’s promotion extended his responsibilities to safety, service delivery, compliance, and fostering effective relationships with trade unions. Colleagues admire him as a selfstarter who challenges conventions and fosters innovative ideas.
Committed to diversity, he coaches and mentors his 80% female team, nominating members for Stagecoach’s internal management development programme. He also actively engages employees at all levels, fostering flexibility and adaptability. His operational background and eagerness to learn led to additional responsibilities this year, improving relationships with central customer service and playing a crucial role in Manchester franchise bids. Mark’s innovative approach challenges norms, unlocking efficiencies and revealing valuable insights - managing the Parklife festival shuttle bus operation showcased this forwardthinking mindset, resulting in significant improvements. With ethical behaviour, commitment to diversity, and transformative initiatives, Mark is a deserving Bronze winner.
BRONZE WINNER
FINALISTS
SILVER WINNER
ALAN ISHERWOOD TRANSDEV BLAZEFIELD
With 35 years of bus industry expertise, Alan Isherwood began as a driver at West Yorkshire Road Car in April 1988, a predecessor of Transdev. Progressing to Inspector in three years, he transitioned to
MARK MAGEEAN STAGECOACH MANCHESTER
Mark Mageean was appointed Commercial Manager of Stagecoach Manchester in November 2021. He brings extensive experience from various operational roles.
■ Katie Cringle, Warrington’s Own Buses ■ Toby France, Arriva South and East Midlands ■ Joe Gilbey, Stagecoach London ■ Karishma Patel, Metroline ■ Sarah Taylor, Lothian Buses
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PEOPLE
UNSUNG HERO Sponsored by
GOLD WINNER
LEE PETERS GO SOUTH COAST (DAMORY)
This category is for one or more individuals who perform supervisory or junior management roles in the bus industry and who are known for their hard-work, loyalty and devotion to duty. An Unsung Hero is someone who keeps the wheels turning against all the odds. They often work for years with no recognition, save their own satisfaction in a service delivered and a job well done. Anyone who has worked for a bus operator or local transport authority continuously for twelve months at the closing date of the competition, and who can show service in a management and/or supervisory role for more than five years, was eligible to be nominated.
Meet Lee Peters, a dedicated member of Damory with six years of service. Over the past three years, Lee has efficiently coordinated shuttle buses for cruise passengers at Portland Port. When a port entrance closure last summer disrupted the shuttle service, Lee swiftly devised a plan to reroute passengers, ensuring 2000 guests returned to the ship on time. Lee’s commitment extends beyond crises; he responded promptly when a bus broke down, going the extra mile to transport a ‘Help the Aged’ group to their Christmas dinner, earning praise for making Christmas wishes come true. Lee’s managerial prowess is evident in his thorough understanding of Damory’s operations, drivers, and customers, as well as his hands-on approach, he is often found under a Port Decker ensuring its roadworthiness. His dedication to cleanliness reflects in the fleet’s impeccable appearance, garnering commendation even from visiting Directors. Lee’s calm and factual approach to challenging situations, coupled with his pride
in the team and commitment to providing excellent shuttle services, truly sets him apart. “He’s just the sort of person you want to get things done,” commented one of the judges, who all agreed that Lee is a very worthy gold winner. SILVER WINNER
KAREN MORRISON ABELLIO LONDON BUS
Since joining Abellio London Bus in 2004, Karen Morrison has held various roles, starting as an HR Business Partner and transitioning to a Supervisor for Rail Replacement in 2016. In 2017, she was promoted to Commercial Services Coordinator, overseeing rail replacement services. Karen’s responsibilities include managing a team and coordinating depot activities. Her consistent commitment to excellence is reflected in her proactive problem-solving, notably during a 26-day blockade on the Bakerloo Line and the successful launch of a new temporary bus route for TfL with limited notice. Karen’s leadership skills and support for colleagues have fostered a positive work environment, contributing to improved team cohesion. Alongside her technical proficiency, she demonstrates exceptional communication and a proactive approach to professional development. Karen is a valuable asset to Abellio London Bus, deserving recognition for her dedication and contributions. BRONZE WINNER
GAVIN BRACKETT RATP DEV TRANSIT LONDON
Gavin Brackett, Harrow Garage’s Runout Supervisor, diligently ensures the smooth departure of buses each morning. Beginning his tasks at 3 am, Gavin checks the status of the garage’s 80 buses, identifies those unfit for service, and allocates route-specific buses. Creating run-out sheets with precise details, he strategically positions buses for efficient departure. Gavin’s system, honed since his appointment as Runout Supervisor in 2015, minimises delays for drivers. Returning electric buses for recharging and managing buses from sister garage Edgware later in the day add to the dynamic challenges he navigates daily, showcasing his commitment to operational efficiency.
Lee Peters (centre)
FINALISTS
Karen Morrison
n Andy Allen, Arriva East and South Midlands n Robert and Mandy Bilham, Stagecoach Yorkshire n Nick Painter, Stagecoach Manchester n Alison Wood, Stagecoach South Wales
Gavin Brackett
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ENGINEER OF THE YEAR
Sponsored by
This award is designed to recognise, reward and inspire management talent in the engineering disciplines of the UK bus industry. It’s open to all people employed at, or above, the supervisory grade in the engineering function of bus operation, maintenance or manufacturing companies or organisations, for a continuous period of not less than twelve months at the closing date of the competition.
GOLD WINNER
COLIN SMITH MCGILL’S
Colin Smith, a highly skilled and motivational team member, joined McGill’s in 2020 as Engineering Manager for the Johnstone depot. Known for his fair management style and strong work ethic, Colin transformed the depot into an efficient and reliable operation within two years. His individualised approach, open-door policy, and hands-on leadership improved team performance and produced standout talents like Christopher Beattie, nominated for Young Manager of the Year. Colin’s implementation of industry-uncommon processes, adapted from his varied career, increased department efficiency, reduced turnaround times, and yielded cost savings. Promoted to Fleet Engineer in the east of Scotland expansion, Colin successfully managed four new depots, overseeing fleet improvements, complex logistical tasks, and introducing processes for safety and profitability, contributing to McGill’s continued success. The judges praised Colin for being very customer focussed, relating the success he has in the engineering department to producing improvements for customers. SILVER WINNER
ANDREW FISHER STAGECOACH EAST
Andrew Fisher was appointed Engineering Manager in Peterborough depot in November 2021. The depot faced many challenges but through meticulous planning and data analysis, Andrew identified quick wins and implemented clear, effective processes to uplift the depot. Recognising the need for change, he refreshed the MOT team with professionalism, introducing stringent inspections and proactive campaigns for fleet reliability. Despite initial resistance, Andrew persevered with his strategy, fostering a first-time fix mentality. With two retirements and no replacements, Andrew managed to
Colin Smith
Andrew Fisher
Richard Mason
control costs and achieve outstanding results. Under his leadership, the team earned a green audit from Stagecoach, marking a significant improvement in national rankings. Andrew’s success led to a promotion to manage multiple depots, where he replicated the positive trends observed in Peterborough.
Richard fosters open communication through internal platforms and face-to-face interactions, addressing concerns promptly to maintain team motivation. His adept budget control and focus on key performance indicators ensure high standards within agreed budgets. Richard’s commitment to excellence is reflected in minimal breakdowns, exceptional audit scores, and a 99% first-time MOT pass rate, symbolising his dedication to uncompromisingly high standards and outstanding results for Nuneaton Depot.
BRONZE WINNER
RICHARD MASON STAGECOACH MIDLANDS
Since joining Stagecoach in Nuneaton as an apprentice in 1992, Richard Mason has evolved into a seasoned professional with exemplary leadership skills. Serving as the Engineering Manager at the 69-vehicle depot since 2018, Richard’s influence extends beyond his team of 26 to the entire operations team. His natural management style motivates individuals to excel, evident in the success of the three apprentices he mentored.
HIGHLY COMMENDED
n Oliver Thong, Stagecoach London FINALISTS
n Jason Hodgson, RATP Dev Transit London n Neil Wilmin, Uno
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PEOPLE
LIFETIME CONTRIBUTION TO THE BUS INDUSTRY Sponsored by
GOLD WINNER
JOHN CLARFELT
The Lifetime Contribution to the Bus Industry award has been re-named for 2023 to emphasise that this is for a contribution over a sustained period of time. It recognises a significant and sustained contribution to the success of the industry by an individual who has consistently gone beyond the call of normal duty to improve and promote the bus industry for its users or the wider community over a period of years. This recipient holds or has held a fairly senior position in the industry. This award is made by the UKBA Management Committee which assesses the nominee’s length of service and record of achievement. It also considers what their contribution has been to the wider bus industry, over and above the organisations they have worked for during their career.
Ticketer CEO Kelly Hanna (centre) accepted the award
The Ticketer team
In 2009, Ticketer Founder John Clarfelt identified a need for innovation in public transport ticketing machines. Pioneering cloud-based ticketing in the UK, he transformed the industry by providing realtime information without buses returning to the depot. This technology revolutionised fleet management, improved travel information, and drove operational efficiency, encouraging more passengers onto buses. Introducing Electronic Ticket Machines and contactless payment, Ticketer achieved faster boarding and enhanced insights into passenger travel patterns. Today, Ticketer, under John’s leadership, partners with 70% of the UK market (excluding London) and stands as the most widely deployed smart ticketing systems supplier. John’s impactful and sustained contribution, marked by numerous industry awards, including the Queen’s Awards for Enterprise: Innovation 2020, reflects his visionary leadership and dedication to the transport industry during his 13-year tenure.
John Clarfelt
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TBF - Here to help
and support YOU during times of need £1.25 a week covers you, your live-in partner and dependent children. TBF offers financial and medical benefits, a wide range of complementary and alternative therapies, bereavement grants and welfare advice. Supporting those in the public transport industry during times of need, hardship and distress for less day than 20p per day.
JOIN ONLINE TODAY
www.tbf.org.uk
1923 TO 2023: MORE THAN ONE HUNDRED YEARS OF SUPPORT FOR PUBLIC TRANSPORT WORKERS DURING TIMES OF NEED.
Transport Benevolent Fund CIO, known as TBF, is a registered charity in England and Wales, 1160901, and Scotland, SC047016.
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JUDGING ENTRIES
Alan Millar, Chair of the UK Bus Awards, explains the rigorous selection process that ensures the award winners are all independently scrutinised by expert judges, mystery travellers and interview panels
T
he winners stepping up to the stage at the Troxy to receive their UK Bus Awards can do so in the knowledge that the selection of winners is a rigorous process in which initial impressions are often turned upside down by further examination, discussion and debate. The journey to the Troxy stage starts with the spring call for entries. We have greatly streamlined this process since the end of the pandemic, replacing a rather daunting form in which points were awarded for answers to each question — and entrants were penalised for omitting to answer all of them — to a much simpler format in which they are invited to set out the hard facts of why they believe they are worthy of an award. This has achieved the highly welcome result of generating more entries, and entries of high quality, and has made life easier for our judges who can focus completely on the case being made rather than be hidebound by a complex and prescriptive system of points. Our judging panels cover a great breadth of industry and wider business knowledge and experience: operators past and present from the disciplines of traffic, engineering, commercial, training and human resources; passengers’ representatives; the industry press. Each panel member examines the written entries before attending the all-day sessions when finalists are selected. Each declares his or her top three in order of preference, with the highest points allocated for first place. That may or may not reveal an apparently clear winner or top three, as each judge approaches the process with a different professional perspective, and some see more merit than others in one aspect of an entrant’s case. The discussions that follow often change
judges’ minds, their eyes and ears opened by colleagues to the strength of one entry over another. The deliberations are lengthy, never rushed, with each judge explaining what appeals to them. Determining Gold, Silver, and Bronze winners in various categories is just the initial step for those spotlighting individual performance. First, second, and third places are provisional, with interview panels and mystery travellers finalising assessments. The finalists for the Engineer, Manager, and Young Manager of the Year categories face a London interview, in-person or on Zoom. They present their impact and aspirations, undergoing closer questioning by panel members on what makes them tick and their aspirations for the future. These opportunities to meet the real person behind the entry are immensely revealing. They provide a deeper insight than is presented in the initial email entry. However, our panels are anxious not to appear intimidating. They recognise that the finalists may feel nervous and endeavour to put them at their ease and imagine them in the comfort zone of their daily workplace. Mystery travellers, coordinated by former Bus Users UK Chair Gavin Booth, go out into the real world to put the finalists for Driver of the Year, National Depot of the Year, Top Express Service and the Operator of the Year awards to the test of finding out how their impressive written entry matches public experiences. They travel incognito, posing as ordinary riders paying for each journey, in the case of the operator and depot awards sampling a range of different services at different times of day and following the shortlisted drivers on a range of duties. They observe and award points for the entire journey experience, from the bus stop before each bus arrives to the stop where their journey ends. Punctuality, reliability, information, presentation of the vehicle inside and out, the attitude and competence of each driver and the condition of the vehicle are all taken into account. The points are weighted to place more importance on some aspects than others, and to ensure fairness the arithmetic of the weighting is a secret to which the mystery travellers are not privy. The mystery travelling scores either confirm or challenge the judging panels’ provisional decisions, and often overturn those initial decisions as it is the service on the ground that matters most when recognising excellence and preserving the integrity of the awards. It will also determine whether finalists reach a standard that justifies a Gold, Silver or Bronze award. We are extremely grateful to all the judges and mystery travellers who have given their time this year and to all who entered this year’s awards.
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SPONSORSHIP
AWARD SPONSORS
The UK Bus Awards is grateful for industry support and sponsorship. This showcase for excellence could not exist without it
T
he UK Bus Awards ceremony is being held a little later in November than in past years. It was agreed that by moving our event it would allow more space between this and other national and international industry events and therefore this sponsorship update has been written prior to this year’s award ceremony. As always, the UK Bus Awards would like to take this opportunity to thank all our patrons, sponsors and supporters be they old friends or the many new first timers that we are welcoming this year. It’s important for us to acknowledge how grateful we are for your financial support and that we never take it for granted. As I am sure most of you are already aware,
you’re not just funding a sparkly event. The behind-the-scenes work that is required to ensure the entire awards scheme is a success - category consideration, candidate selection, judging, mystery traveling etc, let alone the actual logistics of the awards ceremony is a year-round task. You are not just paying for a one day only promotion of your business and providing a nice lunch for your guests, you’re helping to fund a year-round scheme to showcase and reward the people who make this industry known for its customer service. At time of writing, sponsorship, attendance and bookings are up significantly on 2022 which confirms our research that there is still plenty of appetite for this unique and long-standing bus industry institution that provides an ideal, cost-effective solution for you to gain positive year-round media and trade press exposure. It also gives you the opportunity to meet and network with your existing customers and potential new clients in an enjoyable and relaxed environment. We do not, however, intend to rest on our laurels and would therefore ask that should you have any thoughts and ideas on what you think we should be doing to improve your sponsorship experience in future we invite you to contact David Warrilow (email: david. warrilow@transporteventsgroup.co.uk ). He would be delighted to hear from you.
WOMEN IN TRANSPORT
PATRONS
EVENT PARTNERS
The UK Bus Awards is independent and managed as a not-for-dividend company. www.ukbusawards.org.uk 43
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