Select Committee on Transport Minutes of Evidence


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)


  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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