APPENDIX 40
Memorandum submitted by National Express
Group plc
INTRODUCTION
London is to be congratulated on its award to
host the Olympic and Paralympic Games. This will offer great opportunities
for sport and tourism and most importantly, will provide significant
economic regeneration for the East of London. As well as being
good for London, the Games will bring vitality to the country
both in the lead up to the Games and certainly immediately after
the event.
National Express Group and, very importantly,
our staff shared the national sense of pride and achievement when
the International Olympic Committee decision was made in July
2005. Previous Games, however, have set a high standard in terms
of transport infrastructure and delivery.
We believe our business—coach, bus and
rail operations—will play a key role in the overall public
transport strategy for 2012. Our rail services carry over 250
million passengers a year, a quarter of the UK total. Our coach
operation is the UK's biggest scheduled coach operation and increasingly
our bus presence in London is growing.
OUR EXPERIENCE
OF HANDLING
MAJOR PUBLIC
EVENTS
As the significant bus operator in Sydney and
New South Wales, National Express gained practical experience
of running Olympic transport services during the 2000 Sydney Games.
Our local subsidiary bus company provided buses and coaches as
part of the transport arrangements for the Sydney Olympics. By
working with the organisers, we were able to deliver improved
timetabling and services to meet the flexible approach required
for the duration of the events. This involved a sustained partnership
approach in the planning stages as well as during the Games themselves.
It was widely agreed that the transport services that supported
the event were a major contributor to the Games' overall success.
We were also responsible for providing transport
in the Youth Olympics earlier this year. Travel Coventry, our
local subsidiary, planned and delivered the transport for the
opening and closing ceremonies that entailed moving 1,500 competitors
from the Games Village to the main stadium. National Express Coaches
graduate trainee, Richard Edwards, successfully acted as Traffic
Manager for the whole event.
National Express also has considerable experience
at the successful management of transport services for other major
public events in the UK, including events at the Millennium Stadium,
Cheltenham Races and Henley Regatta. We have also provided transport
support and on the ground management for Glastonbury and other
major festivals. Our staff understand the challenges of moving
large crowds of people over short periods, and how best to do
so with due respect to safety and security, liaising with the
police, local authorities and connecting service providers.
On the coach side, we provided transport for
the recent G8 Summit in Edinburgh, and for Euro96 and Commonwealth
Games in 2002. Whilst these are much smaller events they do provide
some practical insight into how travel patterns emerge.
National Express Group is the only UK transport
operator able to offer advice and support across rail, bus and
coach operations. As one of the largest operators of public transport
services, we have a depth of operational experience and are well
placed to assist in meeting the key target for 100% of spectators
to be able to access and travel to venues by public transport.
The London bid also made a commitment that 90% of venues would
be served by three or more forms of public transport. We believe
we can assist in this goal.
In particular, we have a distinct experience
on major development projects and the logistics of maintaining
an integrated and seamless transport service during large scale,
short term projects. We had two particular examples of this during
2003-04 when our Silverlink, "one", and National Express
coach subsidiaries worked together to maintain high quality services
whilst major pieces of rail infrastructure were rebuilt over several
weeks;
West Coast Route Modernisation
The West Coast Route Modernisation programme,
which impacted on Silverlink trains between 2002 and 2004, presented
what was probably the biggest challenge in passenger management
ever faced by the company. Up to 20,000 passengers per day required
alternative travel arrangements during extended closures between
Hemel Hempstead and Milton Keynes every weekend (Saturday/Sunday)
for 18 months starting August 2002. At one point, starting in
May 2004, the entire route from Euston to Northampton was closed
for 9 weeks.
NX response to this required major logistical
planning, as well as a comprehensive communications strategy to
ensure that the various audiences were informed before hand and
then kept abreast of what was happening. These audiences included
passengers, employees, user groups, local authorities, MPs and
other TOCs. It also involved close co-operation with National
Express coaches, the SRA, Network Rail, Virgin Trains, the BTP,
the local Police and the local authorities.
At Northampton, Milton Keynes, and Hemel Hempstead
the station forecourts were kept clear of all private traffic
to allow the free flow of coaches. Special arrangements were made
for disabled passengers. 30 additional staff (specially recruited
and trained) assisted passengers in their transfer between coach
and train, and extra staff were on hand at all other stations.
Coaches rather than buses were used to replace
trains, to provide the highest quality of service possible. Stand-by
coaches were held in key station car parks to ensure that all
customers were catered for and rarely did anyone have to wait
more than a few minutes for a coach. Where transfer between coach
and train took place, one-way passenger flows were set up, to
avoid congestion caused by people moving in both directions over
the same exits/entries.
In spite of the major disruption to travel arrangements,
the operation was a great success. There were very few complaints,
and indeed many compliments about the alternative arrangements.
Ipswich Tunnel Blockade
Another major blockade in summer 2004 required
similar measures, when the Ipswich Tunnel was closed to allow
work on lowering the base of the tunnel to take larger freight
containers and so keep key freight flows on rail. This left NX's
"one" franchise with no service between Ipswich and
Manningtree for eight weeks. Again, the number of passengers affected
each day was estimated to be up to 20,000.
A comprehensive communications programme was
initiated at an early stage to give stakeholders as much information
as possible ahead of the event. This built to a crescendo just
before the closure and was maintained thereafter to keep everyone
informed about alternative services and progress. Naturally, close
co-ordination was a vital feature to the planning process, and
regular meetings were held with Network Rail, the SRA, FirstGroup,
and other local bus operators.
Extra customer service staff were recruited
and particular attention was paid to assisting the elderly or
mobility impaired, as well as families with small children and
those with heavy luggage. A special connecting platform to improve
flat access from train to bus was put in place at Ipswich, and
additional train services were put on between Norwich and London
for less time sensitive passengers who required a direct service
despite the blockade. As a goodwill gesture, extra catering was
supplied to passengers using these additional services.
A particular feature of the planning process
for the Ipswich blockade was the effort invested beforehand in
creating a robust timetable for the coach services, which took
account of the varying road conditions at different times of the
day. This ensured that passengers arrived at their destination
in time to meet the connecting train service.
We received many positive comments about the
handling of this major project.
A CHALLENGE ACROSS
THE MODES
As the largest provider of rail and commuter
services in and around the London area (one third of all commuters
use our services each day), we understand the likely impact of
the Olympics on the capital's heavy rail requirements. In particular,
the "one" franchise (including the Stansted Express),
which has responsibility for rail services at Stratford station,
will have a key role. National Express has current responsibility
for the c2c, Gatwick Express, Midland Mainline, "one",
Silverlink, and Wagn franchises, all of which bring passengers
into the centre of London and many of which will be coming to
London for the Games.
In addition, we recently extended our presence
in the London bus market and will continue to seek further opportunities.
This builds on our existing reputation as operator of one of the
largest regional bus networks in the West Midlands, and in cities
such as Coventry and Dundee. With the economic growth of the east
of London we believe that our services will help the economic
growth of this vital part of London as it develops to accommodate
the requirements of the Games.
Last, but most certainly not least, our fleet
of modern and reliable coaches is the biggest in the UK and reaches
across the whole country, and abroad, to transport our customers
to and from their destinations. In addition to our domestic services
that will bring visitors into London for the Games, we expect
our "Eurolines" coach service to provide an additional
low-budget route into London for many spectators travelling from
the continent.
FARES AND
TICKETING
The challenge of delivering fully integrated
transport lies not simply in ensuring seamless intermodal operations,
but producing a system of ticketing and fares offers which potential
passengers can easily understand, especially for those to whom
English is a second language. Similarly, the provision of effective
information on travel routes, interchanges and venues is essential.
In this respect, the burden will fall greatest on front-line staff.
In London, Silverlink Metro's work with TfL
on the introduction of a simplified and integrated zonal pricing
scheme leads the way for other train operators in the capital.
National Express will be keen to build on this and work with the
Olympic Transport Authority and Transport for London (TfL) to
ensure that ticketing and information systems on our rail, bus
and coach services are as fully integrated into the Olympic ticketing
model as possible.
RESPONDING TO
THE MODAL
CHALLENGES
The challenges that the Olympics pose for each
transport mode are enormous and varied. We fully support the work
done so far by the London 2012 bid team, Mayor of London and Government.
The strategy for delivering the practical solutions to these challenges
is still at an early phase, but based on our involvement with
the Olympic bid so far and our understanding of the transport
demands imposed by major public events, National Express Group
would like to offer the following observations:
Rail Transport
The Group's rail portfolio will have changed
shaped by the time of the Games. However, at this stage it is
possible to assume the Group has the following representation
in rail:
— An extension of "one" (seven
years plus three from 2004);
— At the end of the second phase of
Thameslink/Great Northern (4 years plus two plus three from 2006)—National
Express is currently bidding for this franchise;
— c2c will be refranchised in 2011;
— North London Lines should be under
the first Transport for London led concession;
— The Greater Western, for which the
Group is also currently bidding, will be in the final year of
its seven-year franchise.
Regardless of the final make up of the Group's
rail interests, the Group would make the following observations.
There will undoubtedly be an increase in passenger
journeys during the duration of the Games, even within reduced
commuter journeys during July. Alongside overseas visitors, we
expect many UK residents to take annual leave. The middle weekend
is likely to be extremely busy and give peak level passengers
numbers late at night, particularly on the "one" franchise
operated by National Express. As a result of extra demand, InterCity
routes into London are likely to require extended operation as
well. In consequence, specific work will be required to optimise
rolling stock and driver availability for the duration of the
Games.
The predominant planned heavy rail expenditure
in the run up to 2012 is on North London Lines and Stratford.
By 2012 the CTRL domestic service will also be completed and re-aligned
to allow for the Olympic Javelin service between St.Pancras—Stratford—Ebbsfleet.
The Greater Western franchise will serve Eton
Dorney for rowing events while the sailing in Weymouth will be
highly accessible from Bristol, on the ex-Wessex route. These
routes will be important in terms of demonstrating that events
will be convenient and attractive to spectators outside of London.
The Thameslink/Great Northern franchise, where
we are a short-listed bidder, intersects with a number of the
key Olympic routes:
— New Cross—East London Line
— London Bridge—Jubilee Line
— Kings Cross/St Pancras—Javelin
service
— West Hampstead—North London
Line
Thameslink will also provide the best route
between the tennis site at Wimbledon and the main Stratford location,
via St Pancras and the Olympic Javelin. Likewise, Thameslink/Great
Northern will provide a direct airport link to central London,
from Gatwick and Luton. The "one" franchise will link
Stansted to Stratford International.
We therefore welcome the Government's commitment
to complete the Thameslink Midland Road station (on the site of
the St Pancras box) in advance of Thameslink 2000. It will be
a key interchange as part of the transport infrastructure for
the Games, despite its location away from the Stratford venue.
Failure to ensure integration could well lead to a repeat of the
disruption caused by building works last autumn when passengers
had to de-train at the Thameslink station and walk across a busy
junction to reach the main station.
Bus Transport
NX also has extensive experience in the movement
of large numbers of people on its bus networks. Relevant experience
with events such as the G8 Summit and the Youth Olympics has been
covered above, but, most recently, we were praised for the response
of our Travel London business in the aftermath of the terrible
events that struck London on 7 and 12 July. Similarly, the Chief
Constable of the West Midlands commended our actions on 9 July
when our Travel West Midlands operation helped evacuate 20,000
people from the centre of Birmingham.
Security will be a major issue for the 2012
games, and these events highlight the importance of having a coordinated
and robust response plan. Designing such plans involves many groups
and requires major commitment. NX would hope to play a full role
in the crisis planning process for the Olympics by bringing to
the table its particular experience in responding to such situations.
This applies equally to our rail and coach operations.
Our experience of the practical issues that
will arise as a result of catering for the Olympics will also
be valuable. We often work in partnership with local authorities
and other groups on major events to resolve logistical details.
For example, where or how to house any "shuttle""
drivers brought into London for the duration of the event.
These and many other issues will be addressed
by the Bus Operators Forum, which is now beginning to look at
London's bus transport requirements for the Games. Our London
bus operation, Travel London, is involved in these discussions.
Coach Transport
National Express operates an extensive range
of coach services throughout the UK. In addition to the existing
services others can be added to cope with needs of the venues
and extra timings added on existing routes.
The largest centre of activity for the Olympics
will be in the Stratford area. Coach services already serve this
stop from Stansted, Cambridge and other parts of East Anglia together
with London Victoria Coach Station. At times when dedicated services
could not be justified connections will be available through Victoria
from around the entire network.
We would provide dedicated services for the
major events, as is the case already with the Millennium Stadium,
and the festivals that we support. Additional services could also
be added from the main airports likely to be used by competitors
and spectators.
The next largest concentration of events, and
numbers of spectators, will be ExCel and Greenwich. Our services
from Kent pass near these locations and it would be possible to
divert them subject to suitable road priorities. Outside of this,
again links can be provided off the network at Victoria.
Locations in Central London will be accessible
from Victoria Coach Station with extra services operated if required
to Wimbledon. Eton Dorney would be best served by a shuttle service
from Heathrow where connections are available from a wide range
of locations.
Coach services already operate to the cities
hosting the football matches. The matches are likely to attract
large numbers of visiting spectators and experience from Euro96
showed that this group travel extensively. We would also add extra
services where we do not have any and build upon the work that
we are undertaking with Wembley Stadium for 2006 onwards.
Although buses and coaches provide flexible
options there are substantial management issues that need to be
met by 2012, including on:
— Disabled access—By 2012 all
of our coaches should be fully wheelchair accessible which is
seven years in advance of the legal requirement. To ensure that
these vehicles can be used all stops, both permanent and temporary,
must be able to handle accessible coaches.
— Fleet availability—National
Express has a rolling programme of fleet replacement and there
will be many new coaches and our average fleet age is less than
three years. Deliveries for 2012 could be phased so that new coaches
arrive in time to provide Olympic transport and those due to be
withdrawn retained to provide extra resource.
— Priority road access—It is
essential that roads are prioritised to enable easy access to
all the venues although Stratford is the main priority. Spectators
will be coming from the main centres of population across the
UK and many of these will be from the Midlands and North together
with the South West and South Wales. Therefore priorities must
reflect the need to cross London from these areas.
CONCLUSION
Within National Express Group we have already
started preparation to establish where we can best contribute
to the Games. Our recently submitted rail bids for the GN/Thameslink
and Greater Western bids have included our proposals on how the
Games could impact on those specific franchises.
We have already formed an internal Olympics
Working Committee under the chair of our Chief Operating Officer.
This Committee will develop relationships with the Olympic Transport
Authority.
Other areas that we are currently reflecting
upon include:
— The provision of DDA compliant and
low emission vehicles.
— Secondments of employees and promotion
of employee volunteering in support of the Games. We believe that
public transport employees who may be retiring in the years running
up to the Olympics may be required to provide additional support.
— Information on public transport provision
to and from the Games at key gateways eg airports.
September 2005
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