Select Committee on Transport Written Evidence


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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