Franchising

Planning a bus network involves various critical tasks, including creating timetables and schedules, mapping routes and bus stops, managing assets, and producing timetable displays.

When these tasks are done manually, they can be time-consuming and often result in double data entry which can compromise data integrity. Implementing an integrated system can streamline these processes, improve work efficiency, and ensure data accuracy.

Additionally, the initial stages of network planning and optimisation are crucial. By implementing a system that seamlessly integrates with third-party network planning and optimisation software, you can bring your franchising plans to life faster.

Managing contracts within a franchised network involves several key aspects, including the creation and awarding of contracts, as well as managing and monitoring contract performance. Adopting a franchising model is likely to result in an increase in the number of contracts for LTAs. With a team sized to handle current subsidised operations, the process of contract management can become more time-intensive and take up valuable resources that could be better utilised elsewhere.

By managing the entire process—from procurement to performance monitoring—on a single user-friendly platform, LTAs can streamline operations and gain complete visibility of their contract network. This enables LTAs to save valuable time and resources and use performance data to develop improvement plans, ensuring that the network continuously meets the needs of passengers in their communities.

As more LTAs transition to franchising, the responsibility of customer service shifts from bus operators to the LTA. They will take on a customer-facing brand and become the primary point of contact for customers, leading to an increase in customer communication.

Customer feedback often comes from various sources, including websites and social media, and the speed and frequency at which customer service enquiries are handled will impact public perception. However, when a customer service team has to manage multiple platforms, it can lead to missed feedback and delayed response times.

Technology plays a crucial role in helping transport authorities get ahead of their new responsibilities to efficiently manage customer feedback, improve overall service quality, and enhance communication with passengers. A positive customer experience can enhance passenger satisfaction and loyalty, leading to repeat business and increased bus patronage.

Data is fundamental to running an efficient franchised network. It provides LTAs with insights into whether their bus network meets community needs and enables them to make data-driven decisions for continuous improvement.

Data is collected from multiple operators and will include information such as ETM data, concessions, and contract management. This is a substantial amount of data which may come in various formats depending on the operator.

Implementing a system that automatically consolidates all the data into one user-friendly platform will give LTAs a single source of truth. By standardising LTA’s can rely on accurate and consistent information to drive informed decision-making and optimise operations effectively.