Working in partnership
Some aspects of delivering a good transport
service are beyond our control – such as traffic delays and
congestion.
However, local authorities can alleviate these problems, through
measures such as giving road priority to buses and improving bus
stops. We at Arriva can provide more accessible vehicles and
increase service frequency. Working together, we can raise service
standards and attract more passengers. Here are some ways in which
we are doing so across the group:
Italy
- We work in partnership with local politicians to provide the
best transport system for passengers. All our Italian businesses
regularly meet the transport department to keep them up to speed
with our plans, and find out how we can help them.
- In Cremona, we are installing a system that allows us to track
vehicles, which is integrated with the management of traffic
lights, giving priority to bus users.
The Netherlands
- In our train services, we work with provincial governments and
railway engineering companies to ensure we deliver the expected 65
per cent growth in services, having been granted a concession to
operate services until 2020.
The UK
- Working closely with Transport for London, Arriva has become
one of the capital's leading bus operators. An incredible 30
million journeys are made every day in the city – a figure
that will grow in the run-up to the 2012 Olympics. A recent survey
rated London as having the best public transport system in the
world.
- Fastrack, the award-winning bus rapid transit system in
North Kent in the UK is operated by Arriva on behalf of Kent County
Council and Kent Thameside. It is being delivered through one of
the best examples of a public/private sector partnership. Since its
launch the system has carried over three million passengers and is
the leading UK example of an innovative bus rapid transit system
that can attract people from the car.
- In Leicester, we have worked with the City Council since 1999
in operating its real-time passenger information system, 'star
trak'. The total investment in the system, from bus equipment to
intelligent traffic signal priority and depot equipment, is more
than £6 million.
- Arriva Trains Wales is working with the Welsh Assembly
Government to deliver a first-rate passenger service. In
partnership we have invested £2 million in ticketing
facilities and £1.8 million in CCTV for trains. We also
introduced a new timetable delivering an extra 950 services a
week.
Working with passengers
We regularly consult our customers to find out what they want
from our services.
- Denmark, Italy and the Netherlands: Independent surveys and
customer focus groups help us understand what customers think of
our buses and trains.
- The UK: In a recent survey overall customer satisfaction rose,
with 91 per cent of our bus passengers satisfied with our
service, and especially with our employees.
Understanding accessibility issues
We work with a number of groups who can help us better to meet
the needs of users with disabilities.
- Denmark: We consulted with the Danish Centre for Accessibility
on the design of 29 new trains.
- The UK: We worked with the Royal National Institute for the
Blind on issues ranging from bus design to disability awareness
training for drivers.
- Our website has been created with guidance from
the Shaw Trust, and we are working to
ensure it is accessible to level AA.