Who needs an App when John’s in Control?

Friday 12th April 2019

IMG_3840.jpgWiltshire’s Wigglybus was introduced way back in 1999. At one time it was considered so cutting edge as a project to solve the rural transport challenge it attracted £1million in Government funding for expansion. Rebranded, along with other shared taxi type services across Wiltshire, to the less colloquial ‘Connect2Wiltshire’ umbrella brand in 2007 the original routes in the Vale of Pewsey area are now operated by Go South Coast subsidiary Tourist Coaches, masquerading as sister company Salisbury Reds out on the road.

That’s the brand names dealt with. Now what exactly is it?

Screen Shot 2019-04-12 at 14.20.57.pngBasically it’s like one of the new fangled app based ‘Demand Responsive Transport’ (DRT) services operating to a flexible route as demanded by passenger bookings up to two hours before departure (think Arriva Click and Oxford Pick Me Up) ….. but without the app. Instead it’s got the wonderful John based in ‘Tourist Coaches Control’ answering the telephone when you ring to book your journey from one of the many small hamlets located across the delightfully scenic Vale of Pewsey between Pewsey and Devizes in southern Wiltshire.

Screen Shot 2019-04-11 at 21.34.37.pngThis is no ‘innovative bus operation’ in a large conurbation; this is a sensible and practical way for Wiltshire County Council to maintain a semblance of public transport in a deep rural area. Furthermore it’s based around a fixed bus route with advertised times from the route’s origin and final destination and at popular stops across the area but allowing flexibility to dive off down country lanes as needed to serve micro hamlets which would otherwise be isolated.Screen Shot 2019-04-12 at 14.23.55.pngHaving experienced lonely solo rides and disappointingly long waits for app based DRT services (“no buses are currently available – please try later”) and frustratingly no means to contact a human being to ask how long the wait might be, I was intrigued to see how a hybrid scheme mixing fixed timetabled times and flexible routings with a human being in control rather than an AI driven algorithm worked in practice. So I wandered over to Pewsey yesterday to take a ride on the ‘Connect2Wiltshire’ routes 101 and 102 between Pewsey, Devizes and surrounding hamlets.

It was a delight to meet up with Tourist Coaches driver Andy again. He’d taken me from Newbury to Marlborough on the Friday only route X20 back in January. Andy’s memory is much better than mine as he could instantly recall where we’d meet before, I just remember him being a star driver on some previous jaunt around Wiltshire.

IMG_3843.jpgAndy pulled up outside Pewsey’s Co-op spot on time for the 1200 departure on route 102 which heads south to Upavon. This route is also covered by Salisbury Reds hourly X5 between Swindon and Salisbury which gets ten minutes for the direct journey. The flexible 102 can travel via Pewsey’s Broadfields Estate (we did; and took one returning shopper to her house there) as well as the hamlets of Manningford Bruce, North Newnton and Rushall which we had no-one on board for so let them be.

Screen Shot 2019-04-12 at 14.27.17.pngIn fact we had no-one else on board for anywhere, so made it to Upavon in good time and continued beyond the village centre, and off the X5 route, to a small residential area called Avon Square on the A342 where our scheduled return time was 1218.

IMG_3844.jpgTime for a short photographic stop before returning direct to Pewsey and with no pick ups booked we arrived at 1230, six minutes ahead of schedule ready for the 1240 departure on route 101 across to Devizes.

IMG_3848.jpgOn arrival Andy pulled up in the corner of the Co-op car park to give John a call and hear details of the booked pick-ups for the next trip. It turned out just one passenger had booked us from a stop on the outskirts of a hamlet with the wonderful name of Honeystreet.

Andy kindly invited me to join the call and I had a great chat with John who I’d trust a million times more than any so called ‘Artificial Intelligence’ derived algorithm to schedule a bus departure for my needs. Previously, Wigglybus bookings were handled by a remote costly call centre in Exeter but as part of the new contract arrangements with Tourist Coaches/Salisbury Reds, control was localised in October 2017 and six-day a week working John is obviously a very cost effective way of managing the pick ups.

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Techy people are still catered for through an online booking form on the website although more notice is required.

Screen Shot 2019-04-12 at 14.31.05.pngFive passengers were waiting for us as we pulled round to the bus stop right outside the front door of the Co-op for the 1240 departure. Three travelled all the way through to Devizes, one got off within a few stops as we left Pewsey and the fifth, a teenage girl, was travelling to Stanton St Bernard meaning we’d be wiggling off the standard route to drop her off.

Fifty-five minutes running time is allocated for this 101 journey to Devizes and the next fixed timing point after Pewsey is a third of the way at 1258 in Woodborough. When Wigglybus first started in 1999 the timetable allowed 40 minutes to complete the core route with an extra 20 minutes added to allow for wiggles.

Twenty years later Andy reckoned an end-to-end 55 minute schedule doesn’t allow much time for many wiggles. He proved right as our diversion to Stanton St Bernard cost us five minutes and we arrived to pick up our pre-booked passenger at Honeystreet a few minutes behind the expected time, only to find she wasn’t waiting.

IMG_3870.jpgAndy took this potential hiccup in his stride; parked up, stepped out of the bus to give John a ring and update him. “They often get picked up by someone they know passing by in a car” Andy explained. I asked if she would have let John know she no longer needed us, but apparently that rarely happens, but at least John is on hand for updates, something an app can’t help with.

We headed onwards on our westbound route having been travelling south for a while, so we now headed back north through Chilton and Patney (where we picked up a passenger at a scheduled timing point who was travelling to Devizes). Andy explained the very narrow country road we were travelling along has only recently been added to the route, buses previously wiggled another way, but we soon came to the largest hamlet, almost a village, on the route, All Cannings which is another fixed timing point and where we picked up two more passengers heading for Devizes.

Suffice to say Andy knew these (as well as the other passengers on board) and was presented with a gift from one who’d just returned from holiday and where it turns out the weather had been very nice and she’d had a great time. She was now off to work; her grandson was doing well and all was good.

IMG_3959.jpgAs the second passenger boarded he pointed out our further progress through All Cannings was blocked by a window cleaning van parked directly opposite a car so there was nothing for it but for me to get into ‘reversing supervision mode’ again and see Andy safely back into a driveway from where he skilfully did a shunt or two to turn around and wiggle back the way we’d come into the village and get back on route via another way.

Andy was not only an expert driver with a great friendly personality but was also a mine of information about the area we were passing through, providing a superb commentary not only for me but everyone on board as we wiggled around the Wiltshire countryside.

We’d passed over the Kennet & Avon Canal five times during the journey and the main railway line to Devon and Cornwall three times and for a short stretch after Woodborough drove parallel to it with Andy pointing out it’s a great location where steam enthusiasts came to catch a view when heritage trains speed by, just on queue as an ‘almost heritage’ GWR HST sped along towards Paddington.

IMG_3938.jpgCrossing the line at Woodbrough, Andy pointed out the extensive sidings still in situ which at one time would carry train loads of daffodils grown extensively in the area for sale in Covent Garden.

At another railway crossing just beyond Patney, Andy pointed out the site of the now long closed station with only a brick water tower now to be seen as a clue to what was once there. Soldiers would alight here and be taken to the nearby Salisbury Plain. When the station first opened in 1900 it was called Patney Bridge but soon changed to plain Patney to avoid confusion with Putney Bridge in London. I also spotted a footbridge over the railway which didn’t seem to be doing much – I reckon it needs shifting to Pilning who are crying out for a footbridge at their station.

IMG_3954.jpgAnother interesting insight was a long abandoned and grassed over war time runway alongside the road between Alton Barnes and Staton St Bernard which had been protected by dug out mound type shelters camouflaged with grass around a small entrance and which can still be clearly seen as you drive by today.

Alton Barnes has a church (Saint Mary the Virgin) which is partly Saxon being built in the 10th and 11th century. Indeed this journey took me back to my wander around Suffolk last month passing all these hamlets with just a handful of dwellings and their magnificent churches.

IMG_3957.jpgOther wonderful sights on the journey included so many thatched roofs, I lost count; including a rebuilt one which Andy explained followed a devastating fire (six fire engines attended); the farm where a thrashing machine was in full flow making the raw material ready for the thatchers; the famous Pewsey White Horse which can be seen from all over the area; and just mile upon mile of delightful scenery and splendid Wiltshire views.

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IMG_3856.jpgI was also impressed by the obvious availability of roadside information about Connect2Wiltshire; not only in Pewsey and Devizes but all along the route. Timetables were also available to pick up on the bus (as seen in the reflection of the dashboard below)!

IMG_3950.jpgYou couldn’t fail to miss the bus stop plate and information at Pewsey’s Co-op.

IMG_3841.jpgDevizes also sported a handy map at the main Market Square bus stops which is also available online.

IMG_4001.jpgWith all the excitement of the journey, we arrived in Devizes just over five minutes late and Andy welcomed the nine passengers boarding for the return journey to Pewsey and see how much wiggle room there’d be heading back to Pewsey.

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It had been a brilliant couple of journeys; made all the more enjoyable by Andy’s superb driving and fasincating commentary.

Loadings may have been on the low side; with eight/nine on the journey to/from Devizes; but that’s still eight/nine more than I’ve encountered on my app based rides in much larger towns, cities and conurabtions! Furthermore the bus stop information was commendably simple and easy to understand; much more so than fiddling around with apps.

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Secretary of State Chris Grayling was drooling at the idea in his speech to CPT”s Annual Dinner in January that app based DRT minibuses are the future of transport and will even solve the rural transport problem. I disagree. Who needs apps when you’ve got John in Control?

Wiltshire is wiggling and it seems to be working. Just as well, as there’s no chance of another £1million coming Wiltshire’s way!

Roger French

 

 

Go South Coast – a multi award winning exemplar

Tuesday 20th November 2018

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Photo courtesy © The Bus Industry Awards Limited

Many congratulations Andrew Wickham and all the team at Go South Coast.

They’ve only just gone and added yet another award to their bulging trophy cabinet this afternoon at London’s Troxy: the prestigous UK Bus Awards 2018 Bus Operator of the Year; having won top Shire Operator of the Year and pipped Nottingham (top City Operator) and Ensign Bus (top Independent) in the final play off.

It’s been an Award filled six weeks for Go South Coast; picking up David Begg’s National Transport Award for Bus Operator of the Year on 11th October, the magazine Route One Award for Large Bus Opeator of the Year on 31st October and climaxing today with the UK Bus Awards’ top accolade.

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Not only that, but Andrew and his team were also victorious in the same categories in both the Route One and UK Bus Awards last year making for a record breaking quintet of award winning trophies and, may I say, all richly deserved too.

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UK Bus Award Winners 2017 – photo courtesy © The Bus Industry Awards Limited

Unlike the usual crop of other worthy winners: Nottingham, Reading, Lothian, Brighton & Hove, Ensign Bus which all have a well defined geographic urban area at the heart of their business, Go South Coast is a very diverse company with a varied portfoilio of brands and operations within its remit which makes its award success all the more worthy of praise.

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A diverse portfolio includes buses running every 3 minutes between Poole and Bournemouth (m1 and m2 also winning the Sustained Marketing Award this afternoon)……..
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…… to one return journey three days a week from Lockerley to Romsey

These range from the original Wilts & Dorset core now branded as ‘more’ (based on Poole) and Salisbury Reds; urban operations in Southampton as Bluestar and Unilink, the infamous and much loved Southern Vectis on the Isle of Wight, the 2017 addition of Thamesdown Buses now branded Swindon’s bus company, not forgetting small coach and contract operations as well as tendered bus routes run by Damroy and Tourist Coaches in deepest Dorset as well as the former coach company Excelsior and some National Express contracts.

And to top off all of that there’s part of a former central engineering works which rose out of the ashes of the original failed Frountsource privatisation of National Bus Company’s southern engineering sites now successfully trading as part of Go South Coast as Hants & Dorset Trim, specialists in refurbishment, repairs, conversions, retrims and paint jobs. You don’t get much more diverse than that portfolio.

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Andrew (left) with former Opertations Director Ed Wills (now with Go-Ahead Ireland) and Alex Chutter, General Manager Swindon with the new look Swindon bus company

Andrew has led Go South Coast as managing director since 2011 having perviously been its operations director between 2003 and 2009. In 2009 he was promoted to managing director of Plymouth Citybus for two years on its aquisition by the Go-Ahead Group. Aside from that brief interlude, Andrew has therefore amassed fifteen years of continuity with Go South Coast overseeing many developments including the fall out from the original Dorset tender contract which didn’t quite work out as expected; more recently the aquisition of Thamesdown and it’s turnaround into a thriving urban operator and importantly, and key to any successful bus company, an evovlution of continuous improvements and investment in quality alongside nuturing excellent relationships with local authorities and other stakeholders.

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Damory – part of a multi-modal international transport group PLC but still ‘Dorset’s great local bus company’.

Andrew will modestly say this award success is down to having an excellent team. There’s no doubt Go South Coast has some highly motivated, top quality managers and a huge team of committed and enthusiastic staff providing excellent bus and coach operations in Wiltshire, Dorset and parts of Hampshire; but they’re motivation comes from being led by a passionate, energetic, committed leader who inspires his team and offers that all important encouragement to achieve the best.

Andrew exudes these qualities and well deserves the recognition that comes from this unprecedented award success. His dedication and commitment is infectious and I’m delighted to see his hard work being recognised.

At the launch of the latest buses for Bluestar in Southampton earlier this month

It’s not easy. I was chatting to Andrew a couple of weeks ago at the launch of Go South Coast’s latest £4 million investment in nineteen impressive ADL Enviro 400 double deckers for Bluestar route 18. I mentioned how important it is for a managing director to be able to ‘get his (or her) arms around a bus company’ (structurally and geographically). Andrew admitted it wasn’t as easy as it once was following recent expansions but these Award wins demonstrate his industry peers rightly have admiration in a job well executed despite the challenges from a growing business.

It’s not as if Go South Coast has the market to itself either. Competition with First Bus in Southampton and Yellow Buses in Bournemouth and Poole has actually raised the quality of bus provision rather like it has done in Oxford for many years, rather than go down market.

Go-Ahead’s readiness to invest in Swindon, which the Borough Council was unable or unwilling to do, has been to the benefit of bus provision in that town and competitive spats with Stagecoach have now subsided with each company concentrating on what it does best.

Where Go South Coast has a monopoly, particularly on the Isle of Wight, it continues to invest in quality improvements and provides a comprehensive network, including, uniquely, an intensive service on Christmas Day which must surely confound critics of the deregulated market which allegedly ‘leaves people isolated in their homes’.

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The popular Needles Breezer at Alum Bay – a must ride, if you haven’t done it
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The three New Forest Tours are an excellent way to explore the National Park

Go South Coast also knows all about the tourist and the leisure market with some great services on the Island as well as operating three extremely popular routes throughout the New Forest National Park during the high summer season and the year round Stonehenge tourist bus from Salisbury.

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The Stonehenge bus provides a popular public transport link from Salisbury

The Company’s network of inter-urban routes across parts of Dorset provides important connections between a range of destinations on impressive and comforable vehicles and are well marketed; not surprisingly they’re well used and popular. Travel Centres in Swindon, Salisbury, Southampton, Poole and Newport are well stocked with timetable leaflets and there’s a handy timetable book for the network of routes based on Poole and another for the Isle of Wight, produced twice each year.

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The popular X3 linking Salisbury with Bournemouth is just one in a network of inter-urban routes run by ‘more’

Every time I’ve travelled I’ve found Go South Coast staff to be courteous and friendly, not least when I’ve made bizarre requests for the bus to stop for a few minutes in the village of Nomansland so I could record I’d been there (another service with one return journey running just three days a week route!).

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In Romsey
In Nomansland

All in all a great example of how a company with a diverse portfolio of services in a challenging market in southern England can thrive when given the backing of investment from a Group plc and is led by a first rate managing director given the necessary autonomy and a great team.

A true exemplar for the bus industry to showcase. Congratulations once again.

Roger French