Lead Member: Councillor Roger Horton, Rail and Metro

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1 Agenda Item No. 7 Meeting: Putting Passengers First Committee Date: 14 th December 2015 From: Subject: Director of Transport Services Metro Business Report Lead Member: Councillor Roger Horton, Rail and Metro Purpose of Report 1. To report matters relating to the performance, operation and delivery of Metro services in the West Midlands. This report includes: Section A Performance Summary Reliability and Stop Performance Nov 2015 Section B Partnership Update Royal visit to Metro Meet the Manager Metro Passenger Panel Section C Tram Passenger Survey - Satisfaction Results Section D Operational Matters and Passengers Impacts Metro tie in works Impact to passengers minimal Swift pay as you go to be introduced on Midland Metro Section E Operator Business Updates Better value fares for Midland Metro passengers in 2016 Metro achieves Investors in People Bronze 1

2 Section F Future Planning and Delivery Implications Government announces further prospective funding for Metro Recommendations 2. The Committee is recommended to note the contents of the report. Section A Metro Services Performance Summary 3. Service Reliability Tram reliability for November was 99.75%, exceeding the target of 98%. (Please see Appendix 1. Midland Metro Reliability Chart.) 4. Stop Performance Stop Performance, which measures various aspects of the stop environment including cleanliness, landscaping, lighting and electronic passenger information displays was 100% for November Section B Metro Partnership Update 5. Royal visit to Metro Her Majesty the Queen gave the Midland Metro tram system the Royal seal of approval in a visit to Birmingham on the 19th November. Despite heavy rain a large crowd defied the weather to cheer the monarch, accompanied by the Duke of Edinburgh, at the new Bull Street stop in the city centre. There the Queen named a tram after the late Councillor Angus Adams, the former chairman of Centro. The Queen was then given a tour of the vehicle where she met workers behind the Birmingham city centre Metro extension, and even got in the driving seat herself for a look around the cab. Both Centro and National Express Midland Metro (NXMM) worked extremely hard behind the scenes to ensure that the visit went smoothly. The tram for the ceremony was towed into place as work is on-going to tie-in the existing route to the new city centre extension. The success of the visit has been a tremendous boost for Midland Metro where work continues on the preparation of opening to the new Bull Street stop on the 6th December. 2

3 6. Meet the Manager As previously reported at this committee, NXMM supported by Centro host quarterly events where managers from across the business meet and greet passengers and listen to their ideas on service improvements. The dates/times for the next two quarters are detailed below. These have been designed to cover a variety of locations and are at different times to maximize the opportunity for passengers to attend. The new Bull St tram stop is included in the schedule for the first time and this event, as with all of the meet the manager events will also be used to promote the metro to potential customers. Tuesday 15 December 2015 at Wolverhampton St. George's tram stop (4pm - 6pm); Thursday 17 December 2015 at Bull Street tram stop (4pm - 6pm); Tuesday 22 March 2016 at Bilston Central tram stop (10am - 12pm); Thursday 24 March 2016 at West Bromwich Central tram stop (2pm - 4pm); 7. Metro Passenger Panel The next meeting of the Metro Passenger Panel will be at 5:30pm until 7:30pm on Wednesday 13 January Section C Tram Passenger Survey 8. The tram passenger survey (TPS) for Autumn 2015 was completed in November. Results will be available in Spring Section D Operational Matters and Passengers Impacts 9. Metro tie-in works impact to passengers minimal On the 25 th October trams ceased to operate into Birmingham Snow Hill as work commenced to connect the existing metro line to the new Birmingham city centre extension. During a six-week period of engineering works staff from NXMM and Centro are working together to ensure that customers are kept informed throughout on both the alternative travel options and progress with the project. Multiple staff are stationed daily (from 4:45am) at locations throughout Birmingham city centre and its peripherals (St. Paul's tram Stop, Snow Hill Queensway and Snow Hill Rail Station). They are on hand to answer questions and direct passengers to the replacement bus services, or the rail 3

4 alternative whereby passengers are able to use their metro tickets and passes on-board London Midland services which run parallel to the metro. NXMM managers are also present on the system assisting not only in delivering customer care but also in championing improvements to the replacement bus services, by coordinating the bus departures from St Paul s into the city to align with incoming trams at St Paul s tram stop. Prior to the works commencing, NXMM also ensured that partners were briefed on the improvement project, including Cordant Cleaning and the Business Improvement District Ambassadors of Colmore & Jewellery Quarter Districts, thus enabling them to provide informed responses to questions they receive from customers or potential customers whilst out on the network. The on-board tram teams are also showing great initiative and customer care, with conducting staff downloading London Midland's train timetables to their smartphones in order to accurately advise customers how long they will be waiting for the interchange to rail at Jewellery Quarter. Whilst service disruption is never welcomed, on the whole passengers have been understanding of the reasons for the works and appreciate the staff presence at key locations throughout the city. Customer complaints relating to the improvement works have to date been minimal and mainly focussed on the very start of the works before the routine has become second nature. 10. Swift Pay As You Go (PAYG) to be introduced on Metro PAYG on Metro will be launched to passengers in the New Year. Following preparatory work the P50 ticket machines used on metro are now technically ready to facilitate this feature. PAYG on Metro will enable customers to use a Swiftcard to pay fare on Metro in a similar way to bus. NXMM will also be offering a discount with PAYG on Swiftcard against the equivalent cash fare. There are various ways customer can top up their card including using Swift Collector or Swiftcard app, Payzone outlets and TICs. Further information on this can be found on the swift website Section E Operator Business Updates 11. Better Value Fares for Metro Passengers in 2016 NXMM have proposed some adjustments to Metro fares in These are outlined in Appendix 2. Overall the aim is to incentivise off-peak journeys through price cuts and attractive headline price points; as well as improving multi-modal connectivity. The overall weighted price rise is RPI + 1%. 4

5 12. NXMM achieves Investors in People Bronze NXMM achieved IIP Bronze status at the first attempt on the 16 th October 2016, following a three day assessment. Key strengths highlighted in the report included: Use of KPIs and transparent sharing of performance with everyone Improved communications newsletter, employee Gmail accounts Introduction of Manager in the Mess High quality of in-house training Effective inductions for new employees Improved and flexible use of Employee of the Month for recognition Development of staff to field cover and progression to higher levels of responsibility Increasingly visible management Customer panel/surveys to obtain feedback Loyal workforce who are proud to work for Midland Metro Section F Future Planning and Delivery Implications 13. Government announces further prospective funding package for Metro The devolution deal agreed by the Government and the West Midlands Combined Authority Shadow Board was announced on 17 th November. This included a commitment to fully fund the Eastside Metro extension to Digbeth, subject to a business case, and support the work of the Shadow Board to develop a delivery plan, encompassing the Metro extensions from Digbeth to Birmingham Airport/ NEC/ Interchange and to Brierley Hill, in order to realise the full benefits of HS2. This is in addition to the already announced funding covering the extensions in Birmingham city centre from New Street Station to Edgbaston and in Wolverhampton city centre from Line 1 to Wolverhampton Railway Station. Stephen Rhodes Director of Transport Services Centro Media Contact: Contact Officer: Steve Swingler, Media Manager Tel: (0121) steveswingler@centro.org.uk Sophie Allison, Metro Operations Manager Tel: (0121) sophieallison@centro.org.uk Background Papers: 5

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7 Appendix 2 7