Minutes of the Torbay Bus Enhanced Partnership Board (EPB) meeting held on 25 August 2023
2b) Action carried forward: Review the draft Passenger Charter (RC).
2b) Action carried forward: Provide baseline data against the targets in the BSIP (WSP).
2b) Action from TBF agreed/approved: Undertake a bus comparison i.e. what the bus network looked like 10 years ago (2014) and pre-Covid (2019), compared to today (2024/post-Covid). (WSP)
2b) Action Carried forward: Understand how TC can refine the current roadwork notification system (AL)
2b) Action Carried forward: How does TC communicate the out-of-hours communications (AL)
2b) Torbay Council will meet to understand the best way to engage with bus operators regarding road works and signage, the information required, and emergency roadworks. (AB/AL/PK/BB/RS)
2b) Investigate if the mapping of roadworks and the bus network are on the same software and if there is any scope to merge two map layers.
2b) AL’s team will support the training of the new SWISCO admin/technical person in TC’s mapping software. (AL)
3a) WSP will be supporting the data capturing, data gathering and the update of the BSIP Section 2.
3a) WSP will be contacting bus operators to understand passenger numbers. 3a) Torbay Council will be updating the other BSIP section.
3bi) Create a version of the Torbay Charter that is an infographic (WSP/Torbay Council)
3biii) Torbay Council’s Communications Team to reach out to Bus Operators to create some joint messaging (AL/Torbay Council)
3biii) Update the EPB on the key bus stops that would benefit from RTI screens. (AL)
3biv) AL/WSP to Assess the usefulness of ABOD and if it is appropriate to use it to capture performance data.
4b) Report the outcome of the ZEBRA bid (PK/AL). (NB: this has been added to the next EPB meeting agenda)
7b) Invite a GWR representative to the next EPB meeting (20/09/2024), if not offer an alternative date (RC). (Completed. Invite sent 21/02/2024)
7b) Add an agenda item on the electrification of the fleet/Torbay sustainability measures for 20/09/2024 (Completed. 21.02.2024)
8b) Torbay Council to invite EPB bus Operators to an internal workshop with Active Travel England to discuss possible improvements for the Strategic Transport network. (ED/AL/PK/BB/RS)
8c) Action: Please circulate this link: A Greener Way for our Bay (ntropydata.co.uk) amongst colleagues. (ALL)
8d) Post-April 2024 – Torbay Council and Bus Operators to map out a joint ticketing/marketing plan in advance of the September 2024 EPB meeting. (AL/PK/BB/RS)
8e) Torbay Council to meet with EPB Bus Operators regarding the Torbay Air Show. (AB/AL/PK/BB/RS)
(AB) The Chair welcomed everyone to the meeting and noted the apologies from those listed above.
Motion passed: Moved Adam Billings. Seconded Peter Knight. That the minutes of the Torbay Bus Enhanced Partnership Board (EPB) held on the 25 August 2023 be confirmed as a true and accurate record.
Action carried forward: Review the draft Passenger Charter (RC):
Progress is continuing on refining that document. RC is reviewing the recent Government guidance update (National Bus Strategy: 2024 Bus Services Improvement Plans – Jan 2024, updating the 2021 guidance) from the Department for Transport. This has added some extra weight and direction to the bus passenger charter process. It was also taken to the recently formed bus user group and it has received some feedback from them (See agenda Item 3bi). The guidance will need to be incorporated into Torbay’s Passenger Charter before publication. This guidance also has implications for the wider BSIP.
Action carried forward: Provide baseline data against the targets in the BSIP: Progress is continuing. Due to the BSIP guidance update, work needs to be done on aligning/capturing the data set required by the guidance. Early indications suggest that they still require a lot of the original data, however, it should be presented in a user-friendly format (possibly graphically rather than tables of data).
In addition, the Torbay Bus Forum (TBF) has requested a bus network comparison, to understand what, if any, changes occurred on the bus network and what that change means for passenger numbers. Motion passed. Action: Undertake a bus comparison i.e. what the bus network looked like 10 years ago (2014) and pre-Covid (2019), compared to today (2024/post Covid). Outputs: Collect the data, produce a short note summarising the difference, and report results back to both the TBF and the EPB meetings. (Torbay Council/WSP)
Action Carried forward: Understand how TC can refine the current roadwork notification system (AL).
The previous responsible person has retired, so the system isn’t working as efficiently as it has done in the past. For example, the recent Abbey Road Closure, where the team didn’t receive timely notification about the closures, and the diversion routes were not correct.
Torbay Council are aiming to refine the information, highlight what has changed (i.e. what are the new scheduled roadworks), where roadworks are located, and the impact they may have on bus routes and then circulate that detail to the bus operators.
Action Carried forward: How does TC communicate the out-of-hours communications.
AL has contacted SWISCO, and they are reviewing the situation. AL will ask for an update
TC Highways felt that Stagecoach was responsible for signage at bus stops to inform passengers about route/bus stop changes. There are other operators within the Bay so whilst Stagecoach are likely to be covering their diversion routes - the diversion route may be slightly different for different operators and therefore there is a risk that the stop served by other operators may be missed. This task will need to be assigned differently in the future - SWISCO are recruiting three technical officers so could create a job function to cover this - Then this side of the engagement with the operator is retained by SWISCO.
Action: Torbay Council will meet to understand the best way to engage with bus operators regarding road works and signage, what information is required, and emergency roadworks. (AB/AL/PK/BB/RS)
Action: Investigate if the mapping of roadworks and the bus network are on the same software and if there is any scope to merge two map layers. (AL)
Outcome: Ability to quickly identify where roadworks/the bus network interact/impact on the other.
Action: AL’s team will support the training of the new SWISCO admin/technical person in TC’s mapping software. (AL)
National Bus Strategy: 2024 Bus Services Improvement Plans (BSIP) was issued in Jan 2024, updating the 2021 BSIP guidance. In summary, BSIPs are changing from being bidding documents to a strategic document (ambitions, plans going forward). The guidance change has resulted in:
The requirement to update Torbays BSIP (2021) - Deadline: June 2024. However, internally this deadline is April 2024 due to lead in times for Council decision-making.
Structural changes – headings have been redefined and there is a clear mandate that data sets/information should be user-friendly.
Content - ambitious 10 year targets (both existing and new/if different or not), how those will be achieved, and clearly outline how the funding will be spent on bus services in 2024/25. It is expected that this will release the second part of the two support payments (£403,000 was received in 2024, £403,000 is expected for 2025).
Community feedback – captured by the NHT (National Highways and Transport) survey. Targeted at residents across the bay (i.e. bus users and non-users) and informs our understanding of the Transport Network including Public Transport, bus stops and access to services.
On board bus survey on the 12 bus service and surveys on our supported services network.
The results will be in the 2024 BSIP and evidence to DfT that TC is still listening to the community, which will be partially important for any schemes carried forward from the 2021 BSIP i.e. they are the evidence that these schemes are still a priority for the community.
DfT expectation – likely to use the plans to show that there are ambitions to improve bus services to the uk Treasury. Although a 10 year plan, likely to include a 4/5 year review as well
Action: WSP will be supporting the data capturing, data gathering and the update of the BSIP Section 2.
Action: WSP will be contacting bus operators to understand passenger numbers.
Action: Torbay Council will be updating the other sections.
Proposal: Due to the short time frame (Final draft by mid April 2024), and other external pressures i.e. Easter holidays, the financial year ending, and new contracts starting, that the consultation will be undertaken by correspondence rather than by calling an additional EPB meeting.
Motion: Passed
The current draft Passengers Charter is with the Epp and EPS, Annex 6. As it is in draft it has not technically been enacted upon. It is a simple document and follows the 2021 BSIP Passenger Charter guidance. As agreed at the EPB meeting (25/08/2023), where – subject to ratification from the Torbay Bus Forum - it was provisionally approved, the Passenger Charter was taken to the Torbay Bus Forum (held 15/01/2023).
The Torbay Bus Forum were more critical of it, providing the following feedback:
RC reviewed: Brighton’s, Devon County Council’s and Cornwall’s and noted:
The commitments are basic. Some charters already meet the new guidance by listing performance targets whilst some didn’t.
Brighton’s was mostly an infographic (it has 4 pages in total, 2 of which contained infographics), whilst the others were more text based.
Brighton’s included information on the BSIPs goals.
Tones varied, Cornwall’s was the softest and possibly softened some of the targets. i.e. passengers can expect a clean bus every day – but be patient with us sometimes it's hard to keep a bus clean.
All were silent on cancelled services, alternatives, and compensation for delayed/cancelled buses.
Action: Create a version of the Torbay Charter that is an infographic (WSP/Torbay Council)
The most recent 2024 BSIP guidance has included further requirements for Bus Passengers' charters, and now includes the requirement for performance targets.
Proposal: The bus passenger charter update will be included within the wider BSIP review. This update will include elements from the rail industry and other bus passenger charters. Please note: The charter will have to follow the BSIP in terms of network commitments. Motion: Passed
Specifically, TBF members would like a stronger commitment to getting people home in the event of a cancelled service. Including providing an alternative.
The EPB discussed a range of scenarios and alternatives, however, due to the different economic models between the bus and rail company and following other bus passenger charters it was agreed that the Torbay Bus Passenger charter would remain silent on delay compensation.
Decision: The Bus Passenger charter will remain silent on compensation. Proposal: Within the Bus Charter have a clear commitment that operators will provide a good level of service, this means that operators will do everything within their power to ensure that the last trip on every service operates. Motion: Passed.
Should be aligned/have better synergy with the rail industry’s Passenger Charters?
RC researched rail passenger charters (using GWR as an example) and noted that they are very robust (covering everything from how to find information about station facilities, getting assistance boarding the train, to delay repayment, and journey planning), the downside is that in some cases they are 25+ pages long. Some elements could be pulled into the Torbays Bus Passenger Charter, for example, journey planning and onward journey requirements and how to offer feedback/shape the industry via the forum.
Decision: To retain a short, concise passenger charter. (Similar to Brighton’s).
Proposal: Where possible, incorporate some elements of the rail industry into Torbay Bus as part of the 2024 update. Motion: Passed
Onboard surveys on the 12 and supported service network. This is evidence that we are continuing to listen to the community and the results will be included within the BSIP.
Results: 12 Service – approximately 270/320 responses said they were satisfied/very satisfied with the service.
Supported services – Awaiting all the feedback.
National Highways and Transport Network Survey – undertaken across the bay, and nationally. Benchmarks Torbay’s Highway services against other Local Highway Authorities - including buses - and has provided useful insight from the public on public transport, including helpfulness of the drivers, number of bus stops, safety (both on board the bus and at bus stops), and bus services overall.
Conclusion: Bus services are scoring across the different surveys, and therefore there are not any big issues out on the network.
However there may be a perception issue (i.e. Fleet Street, which was caused by vehicles that shouldn’t have been there resulting in an enforcement issue that has an impact), rather than a reality issue, and this could be addressed by better communication and the sharing of good news and clearly highlighting that we’ll welcome any positive or negative feedback.
The majority of the update is captured within the new bus contracts going forward, these are going to Cabinet (13/02/2024) and the Cabinet report will be published online in due course. This will secure a series of improvements through longer-term contracts that allow for investment.
Other BSIP updates include:
New bus contracts are being tendered.
These will be formally announced in April 2024.
Consistent branding
The bus stop flags are being updated and are with our design team. The options will then go to consultation.
A marketing/promotional campaign aimed at our concessionary bus passengers is being arranged for Spring 2024.
Action: Torbay Council’s Communications Team to reach out to Bus Operators to create some joint messaging (AL/Torbay Council)
Road network
Fleet Street – Temporary traffic lights are in place at present and the Council is aware of the ongoing enforcement issues with vans using the temporary bus stop on this street. Work will be ongoing for the next few months.
Kerry Parade - Bus enhancements planned/Bus Stops are in. This will deliver an attractive place for the bus to stop in future.
Feedback on the Road network is welcomed.
Real Time Information (RTI) Screens – Two RTI screens will be relocated from the Harbour side and Strand to Kerry Parade. Will update the data/back office behind the RTI system so that it will work efficiently.
Positive: RTI screens at bus stops provide automatic updates about bus delays i.e. they track the bus in real time and countdown to when the bus should be at the stop. If the bus is running late the countdown displayed will reflect this.
Torbay Council needs to identify where an RTI screen will have the maximum impact (busiest/most useful stops especially for visitors) for relocating existing screens.
Negative: RTI technology has advanced. Therefore the back office offering is more advanced than the public-facing screens we currently have.
Action: Update the EPB on the key bus stops that would benefit from RTI screens. (AL)
Passenger growth: Torbay Council are continuing to monitor this
Reliability Targets: Torbay Council is planning to use Analyse Bus Open Data (ABOD) to capture this. ABOD: This is an open data service available from the government containing information from all bus operators on the board, the bus services and tracks their performance.
Action: AL/WSP to Assess the usefulness of ABOD and if it is appropriate to use it to capture performance data.
Accessibility: Bus operators recognise that there is room for improvement in making information accessible for those with disabilities i.e. those who are blind. When requested, Bus Operators would provide information in an accessible format. However, would need some time to reflect on how that can be provided in the event of unexpected issues. Understand that there is existing technology which can read text from websites, but it is just relying on people to use those technologies.
Audio visual/next stop announcements are a legal requirement for all new deliveries. At present the system/technology is not the most reliable but it is improving.
Stagecoach has a telephone number which people can use to contact them, however conveying information at bus stops could be better.
The aim is to create a combined Bus/Rail ticket to Brixham and automatically sell the customer the existing Plus Bus option. To achieve Torbay Council needs buy-in from the rail industry to update their ticketing websites as Brixham needs to be populated as a rail destination, alongside further journey information (i.e. Train to Paignton then Bus to Brixham).
Decision: Torbay Council will continue to work with GWR/ the rail industry to progress this as part of the BSIP.
TorbayBuses (BB)
Awaiting the tender results. We are confident that within our tender submission, we have committed to delivering the targets within the BSIP i.e. upgrading the fleet, expanding timetables/amending the timetable to ensure that buses run on time better, and better driving training. Internally the Torbay BSIPs have resulted in big changes, which the business has had to respond to. We are very focused on getting that right and we are investing in the service bus section of the business.
We need to provide historical data to the 2024 BSIP so that any future improvements can be captured.
TorbayBuses (BB)
Staffing levels: Good. However this can change very quickly i.e. drivers taking unexpected and early retirement will suddenly have quite an impact.
Passenger numbers: We were seeing quite big passenger number improvements but according to our most recent year-on-year monthly totals these are levelling off (especially over the last 12 months).
Road network: There are issues down at the harbourside and we are working our way around those. The first few days had an impact on the amount of time a bus has spent queuing here. Expecting the bus delays to reduce in future (assuming the usual pattern - where in the first few days you see those big initial queues - but as time moves forward other traffic will use alternative routes).
Victoria Parade, coming back toward the strand the traffic lights are only letting out 4/5 vehicles and drivers are reporting that it is taking three to four phases to get a bus through these lights.
Action: TC to review the phasing of the lights
Staffing levels: Well-staffed in our Torbay Business.
Passenger numbers: Adult patronage for the start of December was up compared to the year on year figure. Attributing this growth to the £2.00 fare cap and the general better service delivery.
Road Network: The Torbay team are getting used to the revised road layout the Harbour. So far, we haven’t identified any operations issues, but we will keep AL updated if they arise.
ZEBRA bids: Stagecoach, in partnership with Torbay Council, has submitted two bids to ZEBRA (the zero-emission bus scheme the Government has launched). One bid: Covers two bus services: the service 12 and the service 22. The aim is that all of the buses will be converted to EV’s on those two routes. The other bid: More ambitious and aims to have all vehicles in Torbay converted to zero emissions (equals approximately 50 vehicles). PK was grateful to have the support of three MP’s, Torbay Council Members and AL – and this bid fits nicely with/was written with a bias towards the levelling up agenda that’s happening in Torbay at present. The outcome of the bid is expected in March/April 2024 and would represent a significant investment in the Torbay operation which is exciting. Action: Report the outcome of the ZEBRA bid (PK/AL). Post meeting notes: RC has added this to the next EPB agenda.
Concessions: The next challenge is to understand what concessions look like for the 2024/2025 financial year and we are engaging with consultants to support this.
The meeting was held 15/01/2024. However, we didn’t get the breadth of representation we were hoping for. The outcome of this was an action to do a bit more of a recruitment drive to get more Stakeholders involved: i.e. NHS, South Devon College, the Business forum and the Tourism Board.
Decision: For future Bus Forum meetings ensure that there is a representative portfolio of forum attendees – this may result in a rescheduling of dates to ensure all the relevant people can make it.
Some actions need to be delivered by April 2024.
Proposal: See what the impact of the BSIP update has on the schemes and if needed make variations at the next EPB board.
Motion Passed.
ACTION: Invite a GWR representative to the next EPB meeting (20/09/2024), if GWR not available RC can offer an alternative date. (Completed. Invite sent 21/02/2024)
ACTION: Add an agenda item on the electrification of the fleet/Torbay sustainability measures for 20/09/2024 (Completed. 21/02/2024)
Discussed the advantages of becoming a Combined Authority. Highlighted that there will be a public consultation between 12th Feb 2024 and 24 March 2024.
The Council is working with Active Travel England to promote schemes/new routes across the bay and identify our aspirations for improving the strategic transport network.
Action: Torbay Council to invite EPB bus Operators to an internal workshop to discuss possible improvements for the Strategic Transport network. (ED/AL/PK/BB/RS)
Torbay Council/Torbay Climate Partnership are currently in consultation regarding the Climate Emergency Action Plan. Seeking feedback on how to improve transport and active travel links across the Bay.
Link: A Greener Way for our Bay (ntropydata.co.uk)
Action: Please circulate the link amongst colleagues. (ALL)
The EPB welcome joint ticketing and marketing, including local roadshows.
Action: Post April 2024 – Torbay Council and Bus Operators to map out a joint ticketing/marketing plan in advance of the September 2024 EPB meeting. (AL/PK/BB/RS)
This is a community event, and it would be good to get all local bus operators involved.
Action: Torbay Council to meet with EPB Bus Operators regarding the Torbay Air Show. (AB/AL/PK/BB/RS)