One Year of Excellent Performance
The NCT Passenger Charter, launched last year following NCT’s success in the national Bus Industry Awards 2004, is celebrating a year of excellent results, with very good performance in all six key performance areas.
The key performance areas, identified by passenger research prior to the launch, cover those areas which passenger’s say are most important to their bus journey. These areas include punctuality, reliability, the bus fleet, access to buses and the call centre.
The average performance for each key indicator for 2005 (shown below) meets or exceeds the target set; targets which have been adopted from national government or Traffic Commissioner Guidance.
Area |
Service Performance |
Service Reliability |
Service Reliability |
Call Centre |
Low Floor Fleet |
Average Vehicle Age |
Measure |
% of journeys operated against total number registered |
% of observed City Centre departures meeting “1 min early, 5 min late rule” |
% of observed Non-City Centre departures meeting “1 min early, 5 min late rule” |
% of answered calls against total received |
% of the total fleet with low floor access |
Average age of the operational fleet |
Target |
99.5% |
95% |
90% |
90% |
50% by 2010 |
8yrs by 2010 |
Year Average |
99.7% |
96.5% |
93.0% |
93.9% |
85% |
4.7 |
Dec-04 |
99.7% |
94.5% |
89.7% |
91.9% |
77% |
4.8 |
Jan-05 |
99.7% |
97.7% |
92.1% |
93.0% |
77% |
4.7 |
Feb-05 |
99.7% |
97.0% |
92.4% |
93.5% |
77% |
4.8 |
Mar-05 |
99.8% |
97.3% |
92.2% |
93.6% |
77% |
4.9 |
Apr-05 |
99.7% |
98.5% |
92.4% |
94.4% |
77% |
5.0 |
May-05 |
99.7% |
96.4% |
94.2% |
94.0% |
77% |
4.9 |
Jun-05 |
99.7% |
98.6% |
95.4% |
94.0% |
82% |
4.7 |
Jul-05 |
99.5% |
91.4% |
91.8% |
95.0% |
82% |
4.8 |
Aug-05 |
99.5% |
97.8% |
94.5% |
96.0% |
84% |
4.6 |
Sep-05 |
99.6% |
97.2% |
95.2% |
93.0% |
85% |
4.6 |
Oct-05 |
99.6% |
95.5% |
92.8% |
94.0% |
85% |
4.7 |
To build upon the success of the Passenger Charter to date, ensuring that it continues to reflect passenger expectations and that the targets are relevant, NCT will be increasing the targets for two of the existing performance indicators and introducing a new indicator.
The performance target for the Call Centre will increase from 90% to 95%
The low floor fleet target will be revised to reflect NCT’s aspiration to be fully low floor by the end of 2007 – nearly 10 years ahead of national legislation
A new indicator for our Go2 network will be introduced, based on the accepted London-based Excess Wait Time model: the average excess wait time for a Go2 bus, with a target of 1 minute.
Commenting on the latest performance, Mark Fowles, Managing Director for NCT said, “We are pleased with the levels of performance over the past year which shows the commitment of all staff in ensuring that our targets are being met. We see the Charter as a valuable resource in reporting performance to our passengers and also promoting confidence in Nottingham’s bus service to non-bus users to help achieve modal shift towards public transport”.
NCT Passenger Charter information is displayed in the NCT Travel Centre in the Old Market Square and online at www.nctx.co.uk.
|
