18.6 million passenger journeyswere made on Stagecoach in Oxfordshire services

10.8 million miles operatedwithin Oxfordshire to carry passengers

174 busesoperating on routes across Oxfordshire

490 employeesworking from 3 depots in Oxford, Witney and Banbury and 3 sub-depots

£3.1m investmenton new buses in 2012-2013

annual performaceMay 2012 to April 2013

key facts

May 2012 - April 2013

2012-2013 resultsStagecoach in Oxfordshire provides local bus services throughout Oxford City and Oxfordshire. It also operates the Oxford Tube coach service between Oxford and London and express coach services on behalf of National Express between Oxford, Luton and Stansted Airports.

Our aim is to provide safe, reliable, punctual, clean and comfortable services with a good value for money range of tickets and fares. This annual report covers the year from May 2012 to April 2013.

our customersWe carried 18.6 million passengers during the year

We received a total of 1,758 complaints about our services, equating to one complaint per 10,580 passengers, an improvement of 7.0% over the previous year. We comply with our industry code of practice, and every complaint is investigated and action taken to avoid a repetition of the problem.

our servicesWe ran a total of 10.8 million miles over the year.

A key measure of performance is the reliability and punctuality of our services. In the past year we operated 99.2% of our scheduled local bus journeys, with 0.4% due to internal reasons and 0.4% due to external reasons such as traffic congestion and bad weather.

We monitor our services for punctuality and 94.5% of our services ran within 5 minutes of their scheduled time, traffic congestion being again the main reason for delay. We continue to seek improvements both through rescheduling services and discussions with the local highway authority, Oxfordshire County Council.

In September a local operator entered administration and we quickly and efficiently managed the operational take-over of seven services in the Oxford city and West Oxfordshire at less than 24 hours notice.

We expanded our popular Gold service to our S3 route between Chipping Norton, Charlbury and Oxford, which is not only a popular commuter service but also provides direct travel for domestic and overseas tourists from Oxford to one of the biggest tourist attractions in the South East, Blenheim Palace.

We introduced a new fleet of 12 midibuses on one of our busiest routes in Oxford, route 10 between Oxford city centre, Cowley and John Radcliffe Hospital.

our fleetWe operate a fleet of 174 buses and coaches of which we replaced 21 in the year with 9 Stagecoach Gold double decks on the S3 Chipping Norton/Charlbury - Woodstock – Oxford route and 12 midibuses on service 10 between the John Radcliffe Hospital, Headington, Cowley and Oxford City Centre.

All our buses are low floor and provide easy access for the disabled, elderly and people with buggies.

Our buses and coaches are inspected at least every three weeks and are maintained at much higher standards than the legal minimum to ensure safety and comfort. Every vehicle is cleaned internally and externally on a daily basis.

our faresDue to the rising cost of maintenance, insurance and fuel tax, our Oxford SmartZone 4 week, 13 week, annual and 18 & Under fares increased in January. In April other fares increased by an average of 3%. Prior to this fares had not increased since July 2009.

New Duo tickets were introduced on sections of our most popular rural routes to encourage intermediate travel between local villages and towns.

our staffWe are a major employer in Oxfordshire with 400 drivers, 56 main-tenance staff, 34 administrative staff, managers and supervisors, all based locally.

88% of our drivers have achieved their NVQ qualifications. Our drivers on average have completed four stages of their Certificate of Professional Competence (CPC). Our maintenance team consists of skilled workers and we employ two apprentices to provide skills for the future. Our supervisors and managers have all completed relevant training courses for their various professions.

our environmentWe used 1.4 million gallons of diesel during the year at an average of 8.00 mpg.

The introduction of Green Road advanced technology has enabled us to achieve a further 3.0%

Our fleet runs on low sulphur diesel with a high-tech additive, Envirox, to reduce fuel consumption and emissions. Vehicle engines must meet increasingly higher Euro standards of exhaust emissions. With buses on order for delivery throughout 2013, our Oxford city bus fleet will be fully compliant with the requirements of the Oxford Low Emission Zone by December 2013.

our achievements• Increase in passenger numbers during the year

• Introduction of Green Road technology

• 91% overall customer satisfaction with their bus journey in

Oxfordshire (Passenger Focus 2013 Bus Passenger Survey)

• Further improvement in reliability

• Successfully piloted social media for Stagecoach Oxfordshire and

Oxford Tube.

• Introduction of the Oxford Tube 2 for 1 campaign