Supplementary memorandum submitted by
Uni-link
At the hearing a request was made for specific
information which we are happy to provide.
1. PROFITABILITY
Uni-link is a partnership between the University
of Southampton and a bus service provider, Minerva Accord. The
University requirement is that the service should operate at no
cost to the university. Over the initial four years the university
has made available subsidies averaging £100,000 a year. These
subsidies will not be required from next year.
Our operating partner Minerva Accord achieves
15% profit at the moment. This is made up of a margin on agreed
contractual receipts from the university to run the service. Revenues
come to the university. A revenue level (from on-bus sales and
sales of period tickets at the university sales office) is also
agreed which is a trigger point from which all further revenues
are shared equally between the university and Minerva Accord.
Revenues shared in this way contribute to Minerva Accord's 15%,
and towards the university's aim to operate cost neutrally as
far as the university is concerned.
2. CCTV COVERAGE
18 of the 20 buses are equipped and the remaining
two or their replacements will be equipped within the next 12
months. Recordings are made on the bus and are not transmitted
to the depot.
3. RELEASE OF
RELIABILITY DATA
TO THE
TRAFFIC COMMISSIONER
This information is automatically generated
by the City operated real time system, and we would be very keen
to have this data released to the Traffic Commissioner, to the
Council Transport Planners and to the general public alongside
all other local bus operators.
4. BUS CLEANING
Buses are washed (at the local handwash!) every
other day, and are valeted internally every fortnight.
5. BUS INSPECTIONS
No prohibitions in the last year.
6. COMPLAINTS
AND QUALITY
We receive on average one reply paid card and
one comment form from the website every day—almost 1,000
a year. 75% are to convey praise for the service and make flattering
comparisons with other bus services locally and even with bus
services elsewhere in the world. Also in this 75% are ideas and
suggestions to improve the network, or the services. Of the 25%
that are complaints, approximately 5% relate directly to driver
issues that can include late running over which the driver has
little control; failure to stop with a bus with standing passengers
(even though there might be seats empty at the back); inability
to accept a third or fourth pushchair etc.
Report cards and forms also ask respondents
to grade service quality. Of the reports received since January
these have been overall:
46% rated
| 5 (highest) |
| 32% | 4 |
| 14% | 3 |
| 5% | 2 |
| 4% | 1 (lowest) |
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These scores are published on Uni-link's website.
7. TRAINING
To amplify my response to training being ongoing, every month
we purchase reports on 10 journeys made by mystery travellers.
Reports cover all aspect of driving skill, and customer care.
These reports are discussed with every driver subject of a report
to address any quality issues that arise, and to recognise praiseworthy
elements. Reports are also of benefit in our maintenance and housekeeping
where they also appraise standards of cleanliness and general
appearance.
10 July 2006
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