Institution of Railway OperatorsTuesday 22nd February

FTPE – the short story

First TransPennine Express • Partnership between First Group and Keolis

• 8 year franchise from Feb 2004

• Ends 31 Jan 2012

•1011 strong team

• 30 managed stations

• fleet of 60 trains

• 294 trains a day

Manchester Piccadilly and Manchester Airport at the heart

Original Five Goals1. Revitalise our trains

2. Redevelop our stations

3. Invest in our people

4. Deliver a consistently reliable and punctual service

5. Improve our service

New Trains• £250 million investment in trains &

depots• Siemens, of Germany, manufacturer• Design, build, and maintain deal• 51 three car Class 185 trains ordered• New traincare depots• Manchester (Ardwick) and York

Promised and Delivered

Improved Stations

• 30 FTPE stations

• £12 million commitment

• Customer information, safety and security

• Stations and car parks

• Staff involvement at local level

Promised and Delivered

Stalybridge and Manchester Airport including the introduction of the 3rd platform.

Develop & train them

Keep them informed

Ask their opinion

Give them professional tools & facilities

Recognise and reward success

Embrace their family and friends

75% of those that started with us in 2004 are still with us today

Invest in our people“81% of colleagues say they enjoy their job”

Promised and Delivered

PPM Moving Annual Average 0-4 & 0-9 Since Franchise Commencement

70%

75%

80%

85%

90%

95%

A CONSISTENTLY RELIABLE AND PUNCTUAL SERVICE

For FTPE that means delivering great train performance every day

Start of Franchise 2004

85.4%

91%

IMPROVING OUR SERVICE

We introduced: Clock face timetable – 2004 (DEC) Blackpool services – 2006 Anglo – Scottish services – 2008 Manchester Airport 3rd platform – 2009 Glasgow Blackpool services - 2010

How we are doing?

Our business is continuously focused on;

customer satisfactionemployee motivation social responsibility

business performance.

DELIVERING GREAT SERVICE EVERY DAY

Key Results 2010/11

Passenger miles in 2009/10

800m

Satisfaction Score Autumn

2010

87%

Passengers Journeys in 2009/10

23m

Reliability & Punctuality MAA

91%Growth in patronage

since 2004

70%

13% of passenger journeys

20% of earnings

27% of passenger journeys

9% of earnings

60% of passenger journeys

71% of earnings

Our Passengers

95% of all our services go to or from Manchester

Passenger journeys into Manchester have increased by 50% over the last five years

9% Modal share to Manchester Airport

Key Facts

Marketing Activities : Manchester Airport

A VISIBLE PRESENCE IN ALL THREE TERMINAL BAGGAGE RECLAIM AREAS BESIDE OUR BRANDED FAST TICKET MACHINES

Challenges• Operational performance

– FTPE– Network– Seasonal challenges

• Fleet performance– Cl185– Cl170

• Customer expectations– ever increasing– NPS at 87%

Delivering a safe service

Delivering a reliable service

Delivering an engaged workforce

Delivering a value for money product

Delivering Great Service every day

Any Questions..?