Go North East : Getting back on the buses
Published : July 2004
Go North East is firmly committed to encouraging increased use of public transport, as Oliver Blake discovered
Able to trace its roots back to the introduction of steam trains in Gateshead in 1883, Go North East is, clearly, experienced in delivering public transport services.
Today, as one of 11 subsidiary companies in the Go-Ahead Group that operates across the UK’s bus, rail, parking and aviation sectors, Go North East is the largest bus operator in its region, where it competes with First and Stagecoach. Under its brands, which include Go Wear Buses, Go Gateshead, Go Coastline, Go Northern and Easy Access, the company provides urban and rural routes throughout Tyne and Wear and County Durham, carrying 70 million passengers annually in its fleet of 730 vehicles.
Acquired as a management buyout in 1987, Go North East has been a driving force in improving the passengers’ lot ever since. This reflects the aims of its parent company to “continue to be at the forefront of shaping industry issues and working towards a vision of an integrated, local, public transport system that is an essential and positive aspect of community life in the UK.”
Go North East’s achievements include the introduction of a fully integrated ticketing initiative, which links bus, Metro [Newcastle’s ‘light rapid transit system’] and local ferry routes to provide multi-operation and multi-modal ticketing.
As long ago as 1994, Go North East was the first area outside London to use low-floor, easy access buses and now boasts more than 410 such vehicles in its fleet, making life easier for customers who are disabled or elderly and mothers with children in buggies. The scheme involved fitting electric ramps to all vehicles, partially funded by Nexus – the Tyne and Wear Passenger Transport Executive that administers funds on behalf of the Tyne and Wear Passenger Transport Authority – and North Tyneside Council, with the latter also funding bus stop infrastructure improvements. By 2010, eight years before it becomes a legal requirement, the entire Go North East fleet will be easy access vehicles.
Keen to maintain its customer-focused offering, Go North East’s philosophy, as noted on its website, is to recognise “the changing needs of all passengers, and every new delivery of easy access buses has been designed with the suggestions and feedback of various disability groups and individuals being taken into consideration. “As well as the easy access vehicles, Go North East continually works closely with various groups to try and further improve travel. Disability Outlook, AIRS Project and various vehicle manufacturers have offered advice to Go North East on how to improve services, vehicles, staff training and publicity.”
As reported in local newspaper, The Evening Chronicle, in March when Go North East announced plans to provide nine new easy access vehicles on its Gateshead routes, Martin Harris, commercial director, emphasised his company’s commitment to improving public transport. “People who haven’t used the bus for some time should take a closer look,” he said. “Investing in state-of-the-art vehicles, improved technology and passenger comfort is offering those who travel within Gateshead or further afield access to a bus network that provides a genuine alternative to the car.”
In April, the company pledged further support by becoming a member of a North East Government Office-initiated forum that seeks to improve the image and role of buses by taking advantage of the powers granted under the Transport Act 2000. The legislation embodies a 1998 Transport White Paper dedicated to increasing the role of the bus in reducing traffic congestion by improving availability, punctuality and reliability.
And Harris’ appointment as Northern regional chairman of the Confederation of Passenger Transport (CPT) in May, adds to Go North East’s conviction to the cause. This trade association represents bus, coach, light rail and Metro operators, to promote and improve local standards, as well as sharing information regionally and nationally and being part of the political lobbying process. Commenting on his role, Harris said: “In bringing together the region’s public transport operators, the CPT has a lot to offer. I am especially keen to focus on improving relations with the police, improving school transport and supporting coach tourism in the region through improved facilities for passengers and operators.”
Undoubtedly, Go North East’s progress will be measured by passengers’ responses to its service to and from the new MetroCentre transport interchange, which forms part of the shopping centre’s £85 million improvements, due for completion in October. While this work is a partnership between Gateshead Council, Capital Shopping Centres and Nexus, Go North East will be a major user and very much in the public eye, once the MetroCentre is reinstated as the largest shopping and leisure centre in Europe when the alterations are finished.
Of course, Go North East is making the most of such a high profile publicity opportunity, dubbing its X66 service “the future of urban bus travel”. The promise to customers is that its direct, non-stop articulated bendibus facility is an “exciting, fast, regular, door-to-door service… so frequent you’ll never have to wait long for a connection either at the MetroCentre, if you’re heading to Gateshead or vice versa.”
All X66 drivers have volunteered to man the service and have received specialist training to enable them to expertly manage the super-sized bus and its hi-tech features, as well as completing disability awareness and customer care training. The driver’s public address system and two easy-to-read information screens inside the bus, relaying the latest travel news, shopping tips from the MetroCentre, events and cultural activities in the area, are all designed to enhance the experience.
Driver back up comes from customer assistants at either end of the route selling tickets and sharing journey data. A dedicated supervisor is responsible for the service’s reliable operation, speedy resolution of any problems and implementation of continuous improvements, including those suggested by passengers.
All activity sounds like a canny plan to get people back on the buses. If Go North East’s enthusiasm is anything to go by, it could be just the ticket.