Public Transport Information Strategy – Consultation Responses

Officers’ response is shown in italics

Comments from the Bus Operators Forum

1. Stagecoach commented that the expected timescale for the introduction of improvements would dictate whether they were commercially viable

While timescales were vague at the consultation phase, the revised strategy clarifies that all elements of current provision would be expected before the end of the current year, and progress towards future expectations should be reviewed after three years

2. Stagecoach and Oxford Bus Company expressed concern over possible implications of the Competition Act for the provision of joint information

Officers advised operators to seek legal advice, but feel that exemptions would be possible where an operator is responding to a requirement from an authority

3. Stagecoach suggested that maps, when produced, should be subject to widespread consultation with groups of users who had little experience of information

Consultation is acknowledged as an important part of the strategy, and the establishment of mechanisms for this will need to be investigated

4. All operators felt that a regular ‘Information Forum’ would be a good idea for the future

Users too felt that a more regular exchange would be useful, and the establishment of an ‘Information Forum’ now forms part of the revised strategy

5. All present agreed that the current state of bus stop flags, particularly in the city, was a poor reflection on the operators, and OBC offered to make enquiries of a company which produces multi-operator flags in an effort to raise the professional image of the industry

This was incorporated into the revised strategy, along with the improvement of bus stops

6. Reading Buses felt that the potential number of timetables available at times of change would be a barrier to customer confidence rather than a help

It is the view of officers, supported by other consultees, that the right of customers to know of impending changes is crucial to the strategy, and the minimum expectation is a notice on the bus advertising the date of change and a contact telephone number

7. Stagecoach felt that fares were superfluous to timetables, and should be publicised separately

The recommended revised strategy incorporates an amendment to permit separate leaflets, provided full publicity is given to where and how fares information can be obtained

8. Similarly, operators felt that traveline should only be publicised on timetables, not faretables

The strategy insists that full information should be available as soon as traveline provides a full service

9. Reading Buses suggested that Dial-a Ride and community transport were better served by separate publicity

The strategy was amended to require notices at bus stops and on leaflets advising contact telephone numbers for services specifically for people with disabilities

10. Stagecoach also felt that information on concessionary fare schemes should be confined to fare publicity

Full information on schemes may be confined to separate publicity, but the strategy requires that outlines of the schemes should be displayed on vehicles, with a contact number

11. All operators felt that at times of disruption it is not always possible to inform passengers of alternatives

The strategy permits a ‘best endeavours’ approach, but points out that training for drivers in customer care would be seen as a prerequisite

12. Thames Travel commented that the County’s Transport Guide was felt to be a useful publication, but asked whether this could be expanded to incorporate web-based or CD technology

While part of the strategy, funding would be the key, along with the introduction of fixed duration timetables as on the railways

13. Reading Buses felt that comprehensive information at all stops was unnecessary, and suggested that bus stops should be graded according to the level of information required at each location

The strategy requires every stop to display at least departure times and journey times, along with the full route of services using that stop. This was echoed by draft requirements made by the Traffic Commissioner after publication of our draft strategy.

14. Stagecoach West & Wales were strongly in favour of fixed timetable dates (a view not shared by their colleagues), although they cautioned that consultation with neighbouring authorities would be essential

Officers feel that fixed dates will only serve to increase passenger confidence in public transport, but recognise that negotiation will be needed before they can be implemented

15. Stagecoach West & Wales also suggested that passengers’ groups should be involved in the naming of bus stops

Comments received from Parish Transport Representatives

1. Wheatley commented that accurate timetable information, while essential, is meaningless if the current road conditions cannot be improved

Traffic control is not part of the Information Strategy, but bus priority schemes are dealt with under the Premium Routes strategy, which will also include standards for information on services along those routes

2. Wheatley agreed that drivers are crucial; reliability is equally dependant on a change in their attitudes

The need for driver training was discussed with the operators, and has been incorporated into the revised draft strategy

3. Finstock commented that information in towns and cities needs to be improved for those visiting smaller outlying villages

A requirement for maps in town centres forms part of the strategy, as does the need for information offices in town centres

4. Finstock and Bladon felt that full information, regardless of the operator, should be available for all routes and shown on all leaflets

The need for comprehensive route timetables has been incorporated as part of the strategy (see 7), although operators are unlikely in the near future to produce ‘joint’ leaflets where they compete on a corridor

5. Sunningwell asked that information on changes be circulated far earlier, not after the event as is often the case at present, a point echoed by Freeland and Hanborough, who both require information much earlier for publication in Parish magazines

Minimum notification times for changes to services are set out in the strategy, and where changes are ‘major’ a full house-to-house delivery of leaflets is required

6. Cumnor, Beckley and Longcot all felt that real-time information is as important for rural routes as for urban services

The cost of providing the systems at all points would at present be prohibitive, but this remains an aspiration for the future

7. Hanborough and North Moreton commented that commercial and subsidised parts of a route should be shown on one leaflet

The requirement for full route timetables forms part of the strategy (see 4)

8. Radley felt that cross-ticketing would be important in encouraging greater use (although not part of an information strategy)
9. East Challow asked whether damaged or vandalised displays should be reported to OCC

A full countywide database of bus stops is envisaged as part of the strategy, which will list the position, the responsible organisation and which services use it

10. Longcot suggested that financial support should be withheld from operators who did not meet certain standards of information provision

Officers cautioned against financial penalties, as these could simply lead to more operator withdrawals, but the powers in the Act should make this unnecessary

11. North Moreton agreed that "how to get there" information is essential

"How to get there maps" for town centres form part of the strategy

12. Numerous parishes felt that fares need to be simplified

This is an aspiration for the future in the strategy, and operators have been invited to enter into discussions with officers

13. North Moreton commented that bus stop identification should be by name and number

See 9 above

14. North Moreton felt that traveline should include fares

This is a stated ambition of the service for the future, and fares will be included in timetables from

15. Steeple Barton felt that regular contact between operators and users would provide feedback on the standards of service provision

Comments received from the Oxfordshire Transport Forum

1. The Glanville Group suggested that timetable changes need to be limited to certain fixed dates

This forms part of the future hopes for the strategy, although operators are concerned that their ability to respond to commercial forces will be compromised

2. Glanville Group also suggested that bus stops should show the direction of travel

The design of bus stops and shelters is an important aspect of the general improvement to public transport envisaged as part of the strategy (see 6)

3. Glanville Group felt that fare information should be shown at the bus stop and on the outside of the vehicle near the boarding point

Given the resistance from operators to fares being published at all, officers felt that any requirement to publicise fares more widely would be rejected

4. Glanville Group wanted timetables to be made available at places of work

This is already Council policy as part of Better Ways to Work, and is included in the revised strategy

5. Glanville Group asked whether combined timetables should be published for routes where competition exists

Separate leaflets for each company are envisaged, but full information should be available at stops, with the timetables of competing operators close to each other to enable easy comparison

6. Glanville Group felt that a review of bus stop design would help establish public transport as a professional service

Oxford Bus Company has volunteered to lead the project to investigate a more professional design for bus stops

7. Glanville Group commented that information on bus stop flags is too small to be read from street level

See above

8. Vale of the White Horse District Council suggested that information should be available at District Council Local Service Points

As wide a variety of sites as possible for the distribution of information already forms part of the strategy, and Local Council Service Points are included

9. VOWHDC also felt that target dates should be set for future aspirations

10. Oxford Tourist Information Centre wanted bus companies to be more pro-active in supplying timetables to third parties

Improvements to distribution channels form part of the revised strategy, and TICs are to be included in the primary distribution channels

11. Oxford TIC also suggested that enquiry offices should deal with all operators

Operators agreed that staffed offices would provide information on all operators using that location, and this is now part of the strategy

12. Oxford TIC pointed out that personal enquiries are impossible at weekends or on public holidays, and that traveline is only of use if the caller speaks good English

Improvements to the information network are crucial to the strategy, and the language issue forms part of the future aspirations

13. Oxford TIC also asked whether OCC should provide information on a disk, with the cost of production shared by all operators

While this is part of the strategy, the barrier at present is the frequency of service changes. There is, however, no barrier to the Council’s database being made available on the internet

14. Oxford TIC asked that Tourist Information Centres should be on a priority distribution list

See 10 above

15. Oxford TIC asked if TICs could recharge operators for the provision of their information?

Responses from other consultees

1. Councillor Bradshaw stressed the importance of the clarity of timetables, including the now universally understood 24-hour clock and good print quality. He also commented that the location of timetables is vital

The importance of clear, easily understood timetables is a key element of the strategy, and they are an immediate requirement

2. On the subject of dates, he suggested that timetable changes should be linked to the dates of the railway timetables, which change at the same time twice a year

Fixed timetable dates are an aspiration of the strategy, and link to a number of other proposals such as CD-based timetable guides

3. He agreed that communication with drivers is needed, but felt that mobile telephone would be more realistic than radios to begin with

The crucial point is that drivers must be kept fully informed, and operators must provide them with the equipment to facilitate this

4. He did not feel that there was a need for ‘specialist’ timetables, but that there is a more pressing need for clear and accurate timetables at places where they are needed

Braille, large type and non-English language timetables are seen as an aspiration for the future, when other information is of a higher standard than at present

5. Councillor Fooks requested that Tourist Information Centres be included as outlets now, rather than in the future, and that they have the ability to supply all transport information

TICs are now included as primary sources, and should be on the main distribution channels for all information from operators

6. She also agreed that maps at bus stops would be a useful source, and made the point that it is often easier to choose a route from diagrammatic representations than from a list of times, particularly for tourists

These maps are already in production for Oxford city centre; it is hoped they will be extended to other town centres and major hubs in due course

7. On a similar point, she feels that easily recognisable and understood symbols would make timetables clearer to all users

The clarity and universal nature of timetables is a key part of the aim to make transport information more accessible

8. In the future, she hopes that automated announcements will be used on all buses

The spread of real-time information will be governed by its commercial value, but it is acknowledged that its usefulness is not restricted to urban routes.

9. The Traffic Commissioner was keen to hear how officers intend to inform him of operators who fail to comply with our requirements.

No fixed mechanism is in place for this purpose, but as with any other operator failure, officers will notify any interested party at the earliest opportunity.

10. Gloucestershire County Council cautioned that adjoining authorities should be included in consultation, to avoid widely different requirements being made of an operator on different sections of a route

All adjoining authorities were invited to comment, but only Gloucestershire took advantage of the opportunity

11. They also suggested that the strategy should be used as a means of requiring operators to submit complete information to the authority
    

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