In November 2004, NCT launched the Passenger Charter, a commitment to passengers on what they should expect from Nottingham 's principal bus operator and the UK Bus Operator of the Year.
The NCT Passenger Charter comprises of five aims, which are that we will:
- Deliver the most reliable service possible
- Keep passengers informed about changes to their services
- Supply accessible and understandable information about our services
- Provide safe and comfortable vehicles
- Operate our network with friendly and helpful staff
Six Key Performance Indicators (KPIs) were introduced based on the current external targets and requirements NCT are expected to meet by the government and the Traffic Commissioner. These KPI's also represent the passenger priorities of having a reliable, punctual service, operated with a modern low floor fleet of buses.
The Six Key Performance Indicators and targets are:
- Service Performance to operate at least 99.5% of all journeys
- Service Reliability for at least 95% of departures from the City Centre to fall within the Traffic Commissioner's window of tolerance, 1 minute early, 5 minutes late
- Service Reliability for at least 90% of journeys outside the City Centre to depart timing points and terminal points within the Traffic Commissioner's window of tolerance, 1 minute early, 5 minutes late
- Call Centre to answer at least 90% of calls
- Fleet to have 50% of the operational fleet with low floor entrances by 2010
- Fleet to have an average vehicle age of less than 8 years by 2010
NCT are pleased to announce that they have achieved and exceeded four of the Key Performance Indicators for December 2004:
- Service performance 99.7% of all journeys operated
- Service reliability 94.5% of all buses departing the City on time
- Service reliability 89.7% of buses departing intermediate stops on time
- Call centre 91.9% of all calls answered by the Travel Centre
- Fleet 77% of the fleet now operating with low floor access
- Fleet average fleet age now only 4.7 years
Reliability was slightly under the targets due to the high volumes of congestion caused by Christmas shopping traffic and several major roadwork schemes across Nottingham , which affected buses on several of our busiest bus corridors. Overall reliability for 2004 shows that 97% of buses for the year departed the City Centre on time, and 91% of buses outside the City Centre were on time.
Commenting on December's performance, Anthony Carver-Smith , Network Developer and Quality Controller for NCT said, I am very pleased with our performance in December which reinforces the achievements and improvements we have made in recent years to our services and our buses. We are running one of the most modern bus fleets in the country, which is nearly 80% low floor, making the service far more accessible to all passengers. With 28 more new low floor double deck buses due this year we are well on target for an entire low floor fleet by 2007.
In response to the reliability performance, Anthony Carver-Smith continues, It is unfortunate that we were slightly under target for reliability, but the congestion our drivers were facing on the run-up to Christmas was horrendous at times and it is thanks to their hard work that we managed to achieve good performance for December. I am confident that reliability will now improve for the spring.
NCT Passenger Charter information is displayed in the NCT Travel Centre in the Old Market Square and online at www.nctx.co.uk .
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