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Published byAnne Hunt Modified over 9 years ago
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Institution of Railway Operators Tuesday 22 nd February FTPE – the short story
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First TransPennine Express Partnership between First Group and Keolis 8 year franchise from Feb 2004 Ends 31 Jan 2012 1011 strong team 30 managed stations fleet of 60 trains 294 trains a day Manchester Piccadilly and Manchester Airport at the heart
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Original Five Goals 1.Revitalise our trains 2.Redevelop our stations 3.Invest in our people 4.Deliver a consistently reliable and punctual service 5.Improve our service
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New Trains £250 million investment in trains & depots Siemens, of Germany, manufacturer Design, build, and maintain deal 51 three car Class 185 trains ordered New traincare depots Manchester (Ardwick) and York Promised and Delivered
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Improved Stations 30 FTPE stations £12 million commitment Customer information, safety and security Stations and car parks Staff involvement at local level Promised and Delivered
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Stalybridge and Manchester Airport including the introduction of the 3 rd platform.
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Develop & train them Keep them informed Ask their opinion Give them professional tools & facilities Recognise and reward success Embrace their family and friends 75% of those that started with us in 2004 are still with us today Invest in our people “81% of colleagues say they enjoy their job” Promised and Delivered
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A CONSISTENTLY RELIABLE AND PUNCTUAL SERVICE For FTPE that means delivering great train performance every day Start of Franchise 2004 85.4% 91%
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IMPROVING OUR SERVICE We introduced: Clock face timetable – 2004 (DEC) Blackpool services – 2006 Anglo – Scottish services – 2008 Manchester Airport 3rd platform – 2009 Glasgow Blackpool services - 2010
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How we are doing?
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Our business is continuously focused on; customer satisfaction employee motivation social responsibility business performance. DELIVERING GREAT SERVICE EVERY DAY
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Key Results 2010/11 Passenger miles in 2009/10 800m Satisfaction Score Autumn 2010 87% Passengers Journeys in 2009/10 23m Reliability & Punctuality MAA 91% Growth in patronage since 2004 70%
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13% of passenger journeys 20% of earnings 27% of passenger journeys 9% of earnings 60% of passenger journeys 71% of earnings Our Passengers
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95% of all our services go to or from Manchester Passenger journeys into Manchester have increased by 50% over the last five years 9% Modal share to Manchester Airport Key Facts
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Marketing Activities : Manchester Airport A VISIBLE PRESENCE IN ALL THREE TERMINAL BAGGAGE RECLAIM AREAS BESIDE OUR BRANDED FAST TICKET MACHINES
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Challenges Operational performance –FTPE –Network –Seasonal challenges Fleet performance –Cl185 –Cl170 Customer expectations –ever increasing –NPS at 87%
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Delivering a safe service Delivering a reliable service Delivering an engaged workforce Delivering a value for money product Delivering Great Service every day
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Any Questions..?
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