Comparing the Different Types of Public Trains and rail Train Services

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Message from the chief executive 2

About Arriva 4 Who we are 6 Where we operate 8 Growth strategy 10 How we work 12 Our stakeholders 14 Our businesses 16 Arriva UK Arriva UK Bus 18

Arriva Transport Solutions 26

Arriva UK Trains 28

Arriva Mainland Europe 38

Sustainability 60 Safety 61

Sustainable business 66

Our people and culture 68

Environment 73

Contents

Arriva is one of the largest providers of passenger transport in Europe.

Our buses, trains and trams provide more than 2.2 billion passenger journeys every year. We deliver transport solutions for local and national authorities and tendering bodies. For communities and the users of public transport we offer transport choice and the opportunity to travel.

Arriva is part of Deutsche Bahn, one of the world’s leading passenger transport and logistics service providers, operating in more than 130 countries worldwide.

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Doxford International Business Park Sunderland

SR3 3XP United Kingdom

Arriva's vision is to be recognised as the leading transport services organisation in Europe. We operate by a set of values that help us to deliver high quality services to our passengers and transport authority customers.

Message from the chief executive

Arriva’s breadth of experience in different

transport markets is arguably unsurpassed

in Europe, and we’re still growing.

We focus on sustainable, profitable growth to ensure a stable, healthy and successful business. We bid for contracts and make acquisitions where we know we can bring value and which will benefit from our expertise and the synergies we can apply. We set the standards for quality and customer satisfaction in our markets with many of our businesses proudly reporting record-breaking satisfaction levels.

Passenger transport plays an important role in

reducing the overall impact of transport on the environment. We promote the development of public transport and we support and encourage modal shift: reducing the number of cars on the roads and thereby reducing the impact of transport on the environment.

We bring a wealth of knowledge of fuel and eco technologies, and work with manufacturers and agents to lessen further the impact of passenger transport on the environment.

Economic

We have an inclusive approach to training and development and, when we find great talent, we nurture it and help people to develop further.

We believe in empowering leaders and we encourage entrepreneurial and innovative approaches to local and regional transport solutions.

Social

Environment

We develop strong, long-term relationships with our clients and our industry partners that are built on trust, transparency and continuous improvement. We employ a diverse range of committed, skilled and passionate people; we nurture their talent and recognise their contribution to the success of our business. This is why we retain so many of our contracts, why we are a valued and trusted partner, and why people enjoy fulfilling and rewarding careers with us.

While we are a large, international business, we are a local business wherever we work. We are close to our markets and this enables us to predict and respond quickly to change, including complex legislative requirements and increasingly high customer expectations.

Our operations range from managing local bus services to running inter-city trains, from being the local non-emergency ambulance service provider to delivering major multi-modal transport contracts.

Arriva has a significant role to play in supporting transport and tendering authorities as they move towards competitive tendering. We help shape the local transport markets of the future by offering innovative, customised solutions. Changes in the transport market are presenting new opportunities for Arriva to further expand our leading market positions and to enter new markets, whether by mode or location, across Europe. We are also exploring opportunities for growth in other markets.

We are an established part of Deutsche Bahn (DB), one of the world’s leading passenger transport and logistics service providers. The DB group’s vision, DB2020, underpins our business strategy and the delivery of profitable, sustainable growth. DB2020 has three main pillars: Economic, Social and Environment. DB’s backing also brings a wealth of international transport expertise, along with access to capital for development and investment.

To our clients, Arriva is a valued, trusted partner and strategic adviser, and we share the same key drivers: efficiency, reliability, value for money and customer service. To our passengers, we are the local operator that helps ensure their day’s activities go to plan. We are customer orientated and do everything we can to help each of our customers reach their destinations safely, easily and on time.

We have an engaged workforce driving our success, and our reputation enables us to appoint and retain talented management and top quality professionals.

If you want to take a fulfilling, worthwhile journey, share yours with us. David Martin Chief executive 14 countries 19,500 buses 474 patient transport vehicles 2.2bn+ passenger journeys a year 715 train sets

...and we're still growing

employees

221 trams/metro

Message fr

About Arriva

Arriva operates a wide range of services including local buses,

inter-urban commuter coaches, local, regional and national

train services, trams and light rail, waterbuses, demand

response, non-emergency patient transport and airport-related

transport services.

Key recent events

Arriva: setting the standards for passenger

transport management.

We provide accessible transport for people whatever the reason for their journey. We offer an attractive alternative to the private car whether travelling to work or school, accessing leisure activities, visiting friends or going shopping.

We work across a range of transport markets, delivering high quality services to passengers and to our transport clients, who range from health care commissioners and transport authorities to local, regional and national governments.

It is not always immediately obvious that we are the local bus or train operator. Some of our clients choose to retain their own brand, and we operate on their behalf to their specified criteria. We have a flexible approach that, coupled with our unrivalled breadth of skills and experience, has earned Arriva the reputation of being a valued, trusted partner across Europe.

Operational excellence through continuous improvement • Innovation and transfer of best practice group-wide

• Continued high levels of customer satisfaction

In-depth understanding of different market, political and regulatory environments

• Experience of predicting and responding to changing markets and complex legislation • Ability to anticipate changing customer demands and increasing expectations

Trusted partner and strategic adviser

• Strong focus on value for money • Proven track record of delivery

2013

• Acquires the central eastern European business of Veolia Transdev (Croatia, Czech Republic, Poland, Serbia, Slovakia, Slovenia)

• Secures a two-year extension to 2016 for London Overground joint venture rail contract with Transport for London, UK

• Begins operating two eight-year bus contracts across Budapest, Hungary, in a joint venture

• Starts to operate non-emergency patient transport contracts in Greater Manchester, Sheffield, Homerton and the South West, UK

• Starts operating the second phase of E20 – Sweden’s largest integrated multi-modal passenger transport tender

• Begins a two-year rail tender in northern Poland 2012

• Arriva Danmark’s Vestbanen train contract in western Jutland is extended until 2018

• In the Netherlands, begins two major eight-year bus contracts in South Holland and north and south west Friesland; re-wins contract to operate bus services on the island of Schiermonnikoog, and begins the Achterhoek-Rivierenland and Vechtdallijnen rail contracts

• Starts operating the first phase of E20 multi-modal passenger transport tender in Sweden

• Acquires patient transport specialist company Ambuline in the UK, and starts to operate non-emergency patient transport contracts in the East Midlands, UK

• Acquires ‘Midland’ bus company, UK 2011

• Acquires UK open access rail operator Grand Central

• Arriva’s German operations are sold, completing the undertakings given to the European Commission by Deutsche Bahn on its acquisition of Arriva. Businesses operated by DB outside of Germany become part of Arriva including Chiltern Railways, London Overground Rail Operations, Tyne and Wear Metro, Pan Bus (Denmark), Östgötapendeln and Botniatåg (both Sweden) 2010

• Is acquired by Deutsche Bahn of Germany

• Starts an eight-year Jutland rail contract in Denmark

• Begins the bus element of the Achterhoek-Rivierenland bus/rail contract in the Netherlands

• Begins an eight-year bus contract in Halland, Sweden

• Awarded and begins a 10-year Polish rail contract

• Begins a five-year contract to operate and maintain the Metro do Porto tram network in Portugal

2009

• Begins a 164-bus operation in Stockholm, Sweden • Expands Swedish rail operations with a second contract

between Göteborg and Örebro

• Begins a 12-year contract providing rail services between Freilassing and Berchtesgaden in Bavaria, Germany

About Arriva

2013

2012

2011

Who we are

David joined the group in 1996, becoming a board member in 1998 with specific responsibility for the group’s international operations and development. He was appointed chief executive in 2006.

Martin has responsibility for the group’s finance division including financial reporting, taxation and treasury operations; the group’s legal and company secretarial departments, and the group IT function. He joined Arriva in 2001.

Alison is responsible for the group’s HR, communications, health and safety and European public affairs agendas. She joined Arriva in 2001.

Mike was appointed deputy chief executive with accountability for Mainland Europe in 2013. He joined Arriva in 2005 as managing director of Arriva’s regional bus business.

Bob was appointed MD – UK in 2013, responsible for Arriva’s UK bus and UK trains divisions. He has led the UK rail division since 2007, and before that spent six years developing Arriva’s mainland European businesses. David Martin chief executive Martin Hibbert finance director Alison O’Connor director – human resources Mike Cooper deputy CEO and MD – Mainland Europe

Bob Holland MD – UK Our executive committee sets Arriva’s strategy and direction. It is also responsible for the implementation of the strategy, and oversees the sound running of operations. It monitors operational and financial performance, assessment and control of risk, and prioritisation of growth opportunities. With representatives from the group’s divisions and main functions, the committee ensures that Arriva develops as a single entity in order to tap into our full potential and deliver sustainable growth.

Full executive and senior management biographies are available at www.arriva.co.uk

Deutsche Bahn

Arriva is part of Deutsche Bahn (DB), and is responsible for Deutsche Bahn’s regional passenger transport services outside Germany. Deutsche Bahn AG, the parent company, is based in Berlin and was founded in 1994. Today, it is one of the world’s leading mobility and logistics companies, providing mobility and logistical services globally and operating in more than 130 countries worldwide.

DB's goal is to become the world’s leading mobility and logistics company.

• The group employs around 300,000 employees.

• Across Europe, more than 11 million passenger journeys are made every day in buses and trains operated by DB’s passenger transport division.

• More than 400 million tonnes of freight is carried via rail and around 95 million shipments carried via land transport annually in the group’s transport and logistics division in Europe alone. Around 1.1 million tonnes of air freight and more than 1.9 TEU of ocean freight are carried by DB’s worldwide networks.

DB is focused on delivering its DB2020 strategy: to become a profitable market leader that is focused on its customers and quality; a top employer and an eco-pioneer.

More information is available on

www.deutschebahn.com

History

Arriva’s roots are in Sunderland in the UK, where we still have our head office. Back in 1938 the Cowie family opened a second-hand motorcycle shop in Sunderland – the first venture by what has grown to be an international business trading across Europe.

We entered the UK public transport market in 1980, and became the country’s second largest bus company in 1996. We began our journey in the mainland European bus market in 1997 with an acquisition in Denmark. Following a strategic business review in 1998, Arriva focused on capitalising on opportunities in passenger transportation in the UK and mainland Europe.

We are now established as one of the leading passenger transport operators in Europe. We provide bus and train operations in the UK, Czech Republic, Denmark, the Netherlands, Poland, Portugal and Sweden.

We run bus operations in Croatia, Hungary, Italy, Serbia, Slovakia, Slovenia and Spain.

In 2010 we were acquired by Deutsche Bahn of Germany and subsequently sold our German operations, which we had grown to a £400 million turnover business over five years.

We are now the growth arm of Deutsche Bahn, responsible for the group’s growth and development of regional passenger transport outside of Germany.

Who we ar

What we do

Where we operate

Our scale and our expertise mean that we can operate a

range of transport modes across our business, in a variety

of markets and in different regulatory environments.

We are still growing and have the capability to provide our

services in other territories.

Croatia 240 120 – – – – Czech Republic 3,200 1,960 4 – – – Denmark 4,100 1,230 43 – 3 – Hungary 950 410 – – – – Italy 3,340 2,360 – 6 4 – Netherlands 2,900 860 101 – 12 – Poland 1,500 755 31 – – – Portugal 6,800 3,290 18 126 – – Serbia 565 245 – – – – Slovakia 1,530 815 – – – – Slovenia 460 300 – – – – Spain 885 440 – – – – Sweden 3,230 815 161 44 – – UK 24,800 5,900 357 45 – 474

Employee and vehicle statistics include associates

People Buses Train sets Trams / Metro

Waterbus Patient transport

14 countries 19,500 buses 715 train sets 474 patient transport vehicles 2.2bn+ passenger journeys a year 221 trams/metro 54,500

employees ...and we're still growing

ITALY Employees 3,340 Buses 2,360 Trams 6 Waterbuses 4 POLAND Employees 1,500 Buses 755 Train sets 31 SWEDEN Employees 3,230 Buses 815 Train sets 161 Trams 44 DENMARK Employees 4,100 Buses 1,230 Train sets 43 Waterbuses 3 NETHERLANDS Employees 2,900 Buses 860 Train sets 101 Waterbuses 12 UK Employees 24,800 Buses 5,900 Train sets 357 Metro 45 Patient transport 474 SPAIN Employees 885 Buses 440 PORTUGAL Employees 6,800 Buses 3,290 Train sets 18 Trams 126 CZECH REPUBLIC Employees 3,200 Buses 1,960 Train sets 4 HUNGARY Employees 950 Buses 410 SLOVAKIA Employees 1,530 Buses 815 SLOVENIA Employees 460 Buses 300 CROATIA Employees 240 Buses 120 SERBIA Employees 565 Buses 245 Wher e we operate

Growth strategy

Growth strategy

Our business is growing strongly by

retaining contracts, winning new ones and

by acquisition. We work hard to continually

improve our businesses to ensure

sustainable future growth.

Our contracts range from major inter-city rail services, to providing non-emergency ambulance services on behalf of the UK National Health Service, and shuttle facilities at airports. We are focused on bidding for contracts and making acquisitions where we believe we can run operations well and where we can use our knowledge and experience to make a real difference. We are also focusing on growing organically, exploring

new ways that we can bring our skills and experience to transport provider clients. Our philosophy is underpinned by high quality service delivery, investment, innovation and value for money, delivered by our professional teams across Europe. We can mobilise teams quickly and effectively. Our transport experts take complex contracts from bidding stage to operational delivery efficiently and professionally. We bring the people, skills and expertise and can work in a range of operating environments, contractual requirements and to different legal jurisdictions.

Why our clients choose Arriva as a partner

• We have in-depth market understanding and an unrivalled breadth of experience in European passenger transport markets.

• We deliver what we say we will deliver – we are dedicated, honest, transparent and realistic.

• We help create tailored solutions, which is why so many transport authorities want to work with us.

• We value local management and provide central support.

Recent growth

• Expanded operations across central and eastern Europe

• Won two eight-year bus contracts in Budapest, Hungary

• Won five non-emergency patient transport NHS contracts in the UK

• Extended Danish train contract until 2018

• Won two major eight-year bus contracts in the Netherlands

• Won Sweden’s largest integrated multi-modal public transport tender

• Acquired specialist patient transport company Ambuline, UK

The sustainable growth of our company is central to our work and the future of our business.

Our comprehensive experience and unrivalled knowledge of transport markets across Europe is what sets us apart: it makes us valuable to clients and passengers, and helps us deliver our strategy. Our growth strategy is to focus on:

• capitalising on the growth opportunities presented by transport market liberalisation

• investing selectively in targeted acquisitions

• winning and retaining contracts

• building close partnerships with our stakeholders, including contract-awarding authorities, and national and local governments

• improving our existing businesses through best-practice governance, constant service enhancement and innovation

• respecting and developing the skills of our employees.

Order book

The order book represents the expected future revenue from assured contracts already won by fully consolidated group companies. It tracks estimated future revenue over the life of contracted business based on nominal contract values.

The total value of the order book at 31 December 2013 was €16.4 billion. It includes contract wins, retentions and extensions, and Arriva’s acquisitions in central eastern Europe. Arriva group order book at December 2013 €bn

Acquiring new

businesses Winning and retaining new contracts organicallyGrowing

0 0.0 0.5 1.0 1.5 2.0 2.5 3.0 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025 2026 2027

Sustainable

growth

How we work

Transport markets vary by country, by region and by mode of

transport. In the main, passenger transport providers operate

either within contractual structures, for instance on behalf of

local or national authorities, health care commissioners and

other commissioning bodies, or in deregulated markets.

Bus service tendering in Denmark is well established with around 90 per cent of services tendered. Six passenger transport authorities in Denmark have responsibility for bus service provision.

They set out the routes, ticket prices, timetables, contract duration and service standards in their regions, and invite bus operators to bid to operate specific routes. Winning a route for Arriva means that we operate the services for a set period – on average six years – at a price agreed with the transport authority.

To ensure operators maintain high quality services, the authorities set quality and service incentives and penalties.

Competitive tendering in the Swedish bus market is well established, and the rail market is completely deregulated. Transport authority Storstockholms Lokaltrafik (SL) introduced a new business model for its E20 bus and rail services operating in and around Stockholm, Sweden’s capital and largest city.

For the first time bus and rail services were combined into a Verified Boarding Passenger contract, with the contractor, Arriva, paid solely for the number of verified passengers travelling.

The 100 per cent incentive-driven contract delivers some 94 million passenger journeys a year. To encourage higher quality services and improved customer satisfaction, SL has passed to Arriva responsibility for decisions relating to issues including traffic planning, marketing and customer service. Arriva constructed the timetables for all the contracted services, and can make changes to the timetables with SL’s approval.

Outside of London, bus services have operated to a deregulated system since privatisation in the mid 1980s. Bus operators like Arriva can run any type of bus service as long as they give notice of any introduction, changes or withdrawals. Services are operated on a commercial basis. Operators keep all the passenger revenue and they bear the revenue and cost risk. Where there is deemed to be a social need for services, local authorities may contract operators to provide services on routes that would not otherwise be commercially viable.

Contracted services Gross cost: Denmark

Contracted services Net cost: Sweden

Deregulated services Commercial: UK

Legislation is paving the way for the liberalisation of transport markets across Europe. Liberalisation describes the opening of markets to competition through competitive tendering. Market liberalisation, as intended by European legislation, adds value and helps to ease pressure on the public purse. Arriva was a pioneer in the first wave of

transport market liberalisation in Europe and has a huge amount of experience of a wide variety of contracting models. Market liberalisation is an opportunity for Arriva to add value and is a major growth driver for the group. Arriva operates different business models

according to the structure and needs of the local market. Contract specifications can range from cost-plus through to taking revenue risk or having quality and passenger number incentives, dependent upon the settings specified by the contract awarding body.

Contracted services

With contracted services, the primary customer is usually some form of public sector body. A regional government or transport authority may offer various forms of contract giving an operator the right to operate services, usually exclusively, on a particular route or in a specific area. Most of our mainland European bus and rail markets are contracted services. In the UK, the London bus market and the rail market are contracted services.

There are two main types of contracted arrangement: gross cost and net cost. With gross cost contracts, the tendering authority agrees to pay an operator a specified sum to provide the specified service for a specified period, keeps the passenger revenue and often sets the routes and specifies the vehicles. The London bus market, some of our rail operations in Sweden and bus contracts in Denmark, Sweden and Madrid are gross cost contracts as are our bus contracts in Budapest, Hungary.

With net cost contracts, the operator takes on both the revenue risk and the cost risk, and keeps passenger revenue. The tendering authority generally provides a contribution in the form of additional contracted income, where the cost of providing such a service would not be commercially viable if it depended solely on the passenger income that it could achieve. Examples of net cost contracts are UK rail, Swedish bus and some rail, Polish rail, Italian bus and some Dutch bus and rail contracts.

Deregulated services

With deregulated services, the commercial relationship is directly between Arriva and our passengers.

As passenger payments are the main source of income, services have to be profitable in order to be sustainable. They need to generate the financial returns which underpin investments in replacement vehicles, our depot facilities, and the expansion and development of services. Operators accept the revenue risk, so if the travelling public decides to switch to another form of transport, the lost revenue directly affects our finances.

Most bus operations in the UK outside London operate on a purely commercial basis. Our operations in Spain (excluding Madrid) and Portugal also operate on a largely commercial basis.

How we work

Passengers

Our stakeholders

For some, we are a trusted partner or a strategic adviser. For others, we help keep their day running as planned. Whatever the relationship, whether it is directly with the passenger or with a partner or tendering organisation, we work hard to deliver consistently high levels of professionalism and service.

Contract-awarding authorities and bodies choose Arriva because we have a strong track record of meeting our commitments, and we provide a high quality service and value for money. Providing strategic advice and innovative transport solutions is what distinguishes us from others.

Clients benefit from our unrivalled knowledge and experience, gained from years of operating across a range of differing markets. We are adept at managing business change, process management, handling complex legislative requirements in different markets, and working within different cultures. For our transport clients, we aim to provide: the benefits of an experienced, trusted partner a willingness to share our expertise

improved services/high quality operation management of smooth mobilisation value for money services that their

communities rely on

satisfaction for their customers – our passengers. We, together with our clients, share the same key drivers that ensure commercial success and sustainable operations:

Arriva Transport clients

Efficiency Reliability Value for money Customer service Our passengers expect a safe, clean, service and

a reliable journey.

We strive to meet their expectations by delivering a service that keeps them happy and encourages our customers to use our services again.

At Arriva UK Bus, overall customer satisfaction has consistently achieved a 90 per cent plus rating over the past 10 years.

In a recent independent National Rail Passenger Survey, Grand Central was the highest

passenger-rated long distance train operator. Arriva’s four other UK rail businesses surveyed all achieved overall passenger satisfaction levels above the national average.

Arriva topped the table in client body customer satisfaction ratings in Copenhagen, Denmark, with 85 per cent of passengers satisfied with our services.

For our passengers, we aim to provide: a reliable service

safety and comfort

an attractive alternative to the private car.

Across Europe, we are a significant employer in many countries. Our employees represent a diverse range of backgrounds and cultures. We value our people and the important role they play in our success, and believe in recognising and celebrating individual contributions.

Our aim is to maintain a supportive, respectful working environment in which each individual is given training and development opportunities to enable them to fulfil their true potential. We encourage flexibility and a willingness to learn, and we embrace questioning the status quo to continually improve our business.

For our employees, we aim to provide: worthwhile long-term employment training and development opportunities a safe, supportive and motivating work environment the opportunity to provide a valuable service to their local community.

For our business partners, we aim to provide: trust and transparency

reliable operational support and professional management teams expertise in transport and process

management.

For the wider community, we aim to provide:

responsible management of the environmental impact of our operations

social and economic benefits of accessible travel as an attractive alternative to the private car.

Contract-awarding authorities Employees

Business partners

Wider community

We have a broad range of stakeholders

and aim to operate in ways which benefit

their different sets of interests.

Our businesses

Our operations

Arriva in Mainland Europe

Arriva UK Bus

Arriva UK Bus is one of the UK’s biggest bus operators, providing services in London, the north east, north west and south east of England, Yorkshire, Midlands and Wales. We provide a wide range of rural, urban and inter-urban bus services.

We are able to respond quickly to changing needs and new opportunities and we work closely with many local authorities to bring improvements for our customers.

Arriva UK Trains

Arriva UK Trains has some 14 years' experience of running trains in the UK. We are a leading train operator with around 14 per cent of the rail market. We operate five major rail contracts and own an open access rail operating company.

Our contracts have a track record of continually improving performance and punctuality and we are committed to further improvements. We are well positioned to bid for future rail franchises and are exploring further open access opportunities.

Arriva Transport Solutions

A specialist UK transport business, Arriva Transport Solutions works with public sector organisations to identify and deliver innovative solutions to help fulfil their transport needs more efficiently, through greater integration while delivering excellent service standards and better value for money.

We can provide transport solutions across a range of public sector services including special educational needs transport, social care transport and non-emergency patient transport.

Arriva is a leading European transport provider and a trusted partner.

We have a range of operations across 13 countries including buses, coaches, trains, trams and waterbuses.

We work closely with local and national transport authorities and transport providers for whom we provide unrivalled experience and skills through our top quality management teams.

The European transport market, worth some €140 billion, is opening up to tendering. There are many opportunities for Arriva to bring value and to deliver innovative, high quality, cost effective transport solutions.

Arriva in the UK

Our scale and our expertise mean that we can operate a range of transport modes across our businesses, working to a range of business and contracting models.

• Local, commercial services • Contracted services • Sightseeing tours • Airport – landside/airside • School services

• Tendered services • Rural, commuter lines • Long distance mainlines • Station management • Under/Overground • Contracts

• Maintenance

• Contracted services • Private coach hire • Tour services • Inter-urban • Joint ventures • Contracts • Station management • Under/Overground • Maintenance • Canal/harbour buses • Contracted services • Non-emergency patient transport • Special educational needs transport • Social care transport Arriva is growing strongly by retaining contracts, winning new ones and by acquisition.

We work hard to continually improve our businesses to ensure they are sustainable and fit for growth.

BUSES

TRAINS

TRAMS/METRO

WATERBUSES

CARS & AMBULANCES COACHES

London Newcastle Leeds Manchester Leicester Bangor Liverpool Sunderland

Arriva UK Bus

With a fleet of some 5,900 buses, Arriva is one of

the UK’s largest operators, providing services for

customers in London, the north east and Yorkshire,

north west and south east of England, the Midlands

and Wales.

We operate a range of commercial and contracted bus services, working closely with local and tendering authorities across the country.

In addition to the Arriva-branded networks throughout the UK, we also operate some locally branded services, including Hinkley Bus, Yorkshire Tiger, Wardle Transport and Network Colchester.

We also provide a number of express and longer distance routes, such as the Green Line coach service, which provides regular services between central London and the Home Counties.

We provide transportation for airports and airlines, including terminal transfer services, crew and passenger coach movements, car park and hotel shuttle bus contracts. We also work in partnership with airport authorities, ground handlers and airlines. Many of these activities are handled by the Arriva-owned TGM Group. Arriva operates open-top bus tours of London through our commercial sightseeing business, The Original Tour. We have a bus and coach distributor, Arriva Bus and Coach, based in Cleckheaton. It retails new and second-hand buses and coaches, and provides fleets for short and long-term rental.

Arriva also owns a majority stake in Zeta Automotive, a technology company that has developed a range of leading edge products that enable the reduction of fuel consumption and emissions output. It also provides a wide range of innovative electronic vehicle

management solutions.

Arriva UK Bus has a clearly defined business strategy based around four key pillars:

Operationally our focus is firmly set, as always, on our passengers, transport authority partners and other transport clients.

We are constantly evolving to ensure we are able to respond quickly to changing markets and customer needs so that we continue to grow successfully and sustainably. Our wealth of experience and our employees’ skills underpin our ability to provide a wide range of relevant transport solutions that people want and will use.

Business strategy

Creating growth in the core business

Strengthening our operating

efficiencies

Becoming the partner of choice for

local authorities

Creating additional non-core growth

Bus

Using the overall business strategy as a basis, Arriva UK Bus has achieved

significant success, both centrally and regionally. Here are some of the most

notable achievements, listed under each of the four key pillars of our strategy.

Arriva continues to reduce its environmental impact through its eco-driving programme, which saves between 4 and 5 per cent per annum on fuel costs for regular vehicles. We have also introduced a new environmental policy aimed at improving energy-efficiency at 65 of our garages across the UK. It is predicted that the energy-efficient measures introduced will reduce CO2 emissions by around 7.5 tonnes a year.

In Milton Keynes, Arriva successfully trialled an electronic fuel-saving device that demonstrated a 7 per cent saving on fuel bills. Econospeed, devised by Zeta Automotive, is a dynamic throttle controller that enables us to limit vehicle engine speeds and acceleration rates.

Arriva’s commitment to overall engineering excellence was recognised with two routeone Excellence Awards. Arriva Yorkshire’s Jason Dixon won Engineer of the Year and Luton-based engineer trainer, Lloyd Mason, received a Special Recognition award for his dedication to delivering strategic learning and development objectives for engineers across Arriva’s UK bus network.

Strengthening our operating efficiencies

More than £75 million was invested in new vehicles for Arriva’s UK fleet in 2013. New buses regularly demonstrate an increase in revenue and recent investment in Oswestry and Tamworth (a total of 21 vehicles)

showed an overall increase of over 5 per cent compared to the previous year’s figures. Arriva successfully launched a new premium

service, Sapphire, on four key routes. The £3 million investment on 41 new and refurbished vehicles, offers an enhanced customer experience, such as luxury seating, on board power points and free Wi-Fi. The routes have achieved an average revenue growth of 17 per cent. Plans are underway to introduce several more Sapphire services during 2014. The ‘Catch the bus week’ campaign, devised

and led by Arriva, and fronted by industry body Greener Journeys, saw all five major UK bus operators join forces to promote the benefits of bus travel. The campaign delivered an impressive six-fold increase to Arriva’s average weekly mobile ticket sales, with more than 8,500 new customers downloading the m-ticket app for the first time.

Arriva operates eight electric buses on route 7 in Milton Keynes as part of a five-year programme to assess their technical and commercial viability. The new buses recharge their batteries wirelessly during their working day so can run continuously for 17 hours at a time. They also remove approximately five tonnes of particulates and emissions from the city’s streets and could save some 600 tonnes of CO2 emissions a year.

Our customer satisfaction ratings continue to underline success in our core offering. Overall customer satisfaction has achieved a consistent 90 per cent plus rating over the past 10 years.

Creating growth in the core business

The UK bus market is now at a mature stage of liberalisation. The market outside London was deregulated and subsequently privatised during the 1980s and operates on a commercial basis. Each operator’s relationship is directly with the passenger. Revenue principally comes directly from passengers and through carrying concessionary travellers. Local authorities may also tender contracts where there is deemed to be a social need for services, which would not otherwise be commercially viable.

Arriva is the third largest bus provider in the UK regional bus market. We primarily operate commercial routes, however we also provide some contracted services for local authorities, airport-related and express commuter transport.

The market

Our position

•

Entered the regional bus market in 1996

•

11,650 employees

•

4,300 buses

Successes: regional bus

Regional bus

More than £75 million was invested in new vehicles for Arriva’s UK fleet in 2013

Arriva’s Lloyd Mason receiving his Special Recognition award at the 2013 routeone Excellence Awards

Building and maintaining excellent

relationships with our local authority partners is firmly at the heart of our business. Our local managers and directors work closely with transport authority teams and other local stakeholders for the benefit of passengers and local communities.

Arriva North West has joined forces with Merseytravel, Wirral Council, Cheshire West and Chester Council and other operators to improve and integrate services in the Liverpool, Ellesmere Port and Chester areas. In what is termed a Quality Partnership there are combined and co-ordinated timetables and tickets can be used across all operators on the agreed routes.

A national e-newsletter, Connections, is distributed to all local authority and stakeholder partners and offers them an insight into the great work we are doing in their region.

Arriva played a major part in the delivery of transport solutions for the London Olympic and Paralympic Games. More than 600 vehicles and 1,600 drivers were deployed, spread across four major LOCOG contracts (London Organising Committee of the Olympic and Paralympic Games). We also set up temporary depot facilities for more than 500 buses and drivers, featuring rest areas, catering and safe vehicle management. VOSA Authorised Testing Facilities (ATF),

offering MOT tests to commercial vehicle fleets outside of Arriva, continue to have significant success in the North West region. Arriva’s Green Lane and Birkenhead garages are open for contracted third party work throughout the week, with Green Lane now operating close to capacity. In addition to this, all six garages in Merseyside now offer a full steam clean, brake and multi-check facility for third party vehicles.

Creating additional non-core growth

Arriva works closely with local authority partners to deliver improved services

Arriva delivered transport solutions for the London Olympic and Paralympic Games

Becoming the partner of choice for local authorities

In London we run nearly 20 per cent of the capital’s bus services under contract to Transport for London (TfL). Covering more than 60 million miles, we provide 400 million passenger journeys in the capital every year. Our experience, reputation for operational efficiency and high performance levels has consistently helped us to win new contracts and secure contract renewals.

Arriva London was proud to be selected as the first company to operate the ‘New Bus for London’, designed to replace the famous Routemaster buses. Inspired by the old Routemaster, it is modern, fully accessible and uses the latest green diesel-electric hybrid technology. It is the first new bus designed specifically for London’s streets for more than 50 years.

Arriva London’s state-of-the-art control centres offer real-time information on the location of our 1,600 buses, alerting drivers to traffic problems and allowing controllers to make decisions to maintain a reliable service.

Arriva London and Volvo collected a prestigious top award in the Green category at the

routeone Excellence Awards, largely as a result of our commitment to hybrid technology. We currently operate more than 140 hybrid vehicles in London.

Arriva’s high standards of operational

performance and commitment to quality have been consistently recognised. The company’s Beddington Farm, Brixton and Wood Green garages have all been awarded London Bus Garage of the Year in recent years, following independent nominations by TfL. Individuals have also been recognised for their excellent service, such as driver Steve Sobers, winner of the 2013 London Bus Award for actions above and beyond the call of duty. Andrew Thomas was shortlisted in the same category, while Helen Webster was shortlisted for the Outstanding Newcomer award.

On board eco systems have been fitted to vehicles across London. These monitor driver and vehicle performance and are instrumental in improving driving technique, while at the same time identifying potential fuel savings and reducing emissions.

Privatisation of London’s bus services initially began in 1994. TfL, now the city’s transport authority, specifies the required routes, timetables and vehicles. Revenue comes from TfL, which pays us for running services on its behalf. Contracts are typically five years in length and a bonus/penalty regime is linked to service quality.

Our position

Arriva London successes

The market

•

Major player in London bus market

since privatisation in 1994

•

5,200 employees

•

1,600 buses

London bus

The ‘New Bus for London’

By investing in our fleet, we immediately improve the look and feel of our services. A total of 403 new buses were delivered in 2013, bringing investment in fleet renewal in the UK to more than £395 million since 2008. Some 200 vehicles were distributed throughout the UK regional businesses, with 203 allocated to TfL contracted work in London.

As part of our commitment to green energy, we have introduced 153 hybrid double deck vehicles – 76 for London and 77 for the regional businesses. Arriva has also introduced 21 gas buses powered by renewable gas. Arriva invested some £22.2 million in 98 of the gas and hybrid vehicles, with an additional £4.5 million funding provided by the Department for Transport’s Green Bus Fund.

The Original Tour invested in excess of £5 million in 32 new buses which joined the fleet in 2013. The business has also been recognised as a Sightseeing Provider of the Year at the UKinbound Awards of Excellence. Votes were cast by companies and individuals across the UK travel industry.

Passengers across the UK are now increasingly seeing modern, low floor, environmentally friendlier buses on the roads in all of Arriva’s operating areas. More than 95 per cent of vehicles in our UK bus fleet are now low floor, making bus travel more accessible to more people.

We invest more than £5 million each year marketing our services and by raising awareness of the environmental benefits of bus travel, we encourage more people to consider using the bus, more often.

Investing in the future

Since being the first bus operator to introduce mobile phone ticketing across a national network in 2009, more than 14 million m-ticket journeys have now been made, with more than 8 million in 2013. Our ecommerce-based, fully integrated mobile app, will be released in 2014. This reflects the fact that almost 60 per cent of visits to arrivabus.co.uk are made via mobile devices.

Arriva UK Bus was the first national bus group to introduce social media, in the form of Facebook and Twitter, across all its operational businesses, allowing greater marketing opportunities and a direct communication channel for customers to comment and contact the business. More than 70,000 customers now follow Arriva in the UK via social media networks and a full-time social media co-ordinator is working to drive our strategy forward.

PayPoint, Payzone and ePay electronic pre-payments systems, which allow customers to purchase weekly and 4-weekly tickets from thousands of retail outlets throughout the UK, account for some five million journeys annually. Smartcard ticketing – new smart-enabled ticket

machines have now been fitted to all our vehicles across the UK fleet. The new technology enabled the launch of the Luton Busway smartcard in 2013. We are committed to several further schemes in 2014.

Monthly visitors to arrivabus.co.uk now total 1.4 million, with mobile phone access leading the increase. Growth in web traffic has doubled over the last two years, with more than 15 million visitors to arrivabus.co.uk annually.

Arriva is committed to developing skills to inspire, motivate and engage our people to recognise and respond to our changing environment, which will help us to better serve and predict the changing needs of our customers.

Employee achievement across the UK is celebrated at Arriva’s own national ‘MAD Awards’ (Made a Difference). The internal event sees staff from across the business become MAD winners in categories such as Safety, Business Performance, Engineering and Environment. There is also a King of the Road award for the best driver, voted for by the public, a Continually MAD award for long service and a UNITE award for services to the union. All awards are presented at a gala dinner attended by all the shortlisted candidates.

The Big Picture, Arriva UK Bus’ innovative employee engagement programme, continues to inform and educate our people at all levels, offering them the opportunity to communicate and engage with the company’s objectives and key strategic aims. All Arriva UK Bus employees experience the Big Picture workshop, while a monthly publication helps to update and inform managers on key projects that are aligned to the overall strategy.

Employee surveys have indicated an increase in understanding of the company’s strategies and priorities. In answer to the question ‘I know what the company is trying to achieve in the next 12 months’, positive responses improved from 33 per cent in 2009 to 67 per cent in 2011. The most recent survey showed that overall satisfaction and pride in the job increased by 4 per cent.

The leadership development programme, Good to Great, enables supervisors, managers and leaders to develop their skills in key areas such as people management, negotiation and finance. The training calendar is continually refreshed in line with business needs. Since 2010 we have been able to demonstrate a significant return on investment as a direct result of the programmes, specifically the development of improved commercial and industrial relations negotiation skills. Many of our businesses have been awarded

Investors in People status. Our Yorkshire and North West and Wales businesses have also achieved IIP gold standard, which underlines their commitment to people management, involvement and empowerment, performance measurement and continuous improvement. Arriva North East developed its 'Join us on our

journey' employee engagement initiative to introduce the new company vision and plans for the future. The company has seen an

improvement of 9 per cent in its overall employee satisfaction scores and is continuing its roll out of IIP across the region.

Technology and innovation

Investing in our people

The Original Tour

Arriva has sold more than 14 million journeys via mobile phones

Arriva UK Bus: Delivering now

for a successful future

Homerton Dudley Leicester Nottingham Sheffield Manchester Hull London Gloucester Non-emergency patient transport services

Arriva Transport Solutions

Arriva Transport Solutions is a specialist

transport business within the Arriva group which

helps public sector organisations to provide

excellent transport services more efficiently, and

deliver better value for money.

•

474 patient transport vehicles

•

1,050 employees

•

Up to 5,000 non-emergency patient

journeys every day

We work with a number of public sector organisations to deliver non-emergency patient transport and special educational needs services. An experienced, trusted partner, we help identify and deliver innovative and creative transport solutions tailored to meet specific needs.

We have decades of unrivalled transport and logistical experience and more than 30 years’ clinical expertise through our established Ambuline operations. We share the same priorities as our clients: efficiency, reliability, value for money and customer service.

How Arriva Transport Solutions can help

Understanding client needs: We understand the need for public sector resources to be invested wisely while maintaining excellent levels of service delivery. We bring innovative thinking and explore new ways to achieve efficiencies while ensuring that reduced budgets and wider economic pressures do not affect service quality or standards.

Improving services and putting patients first: We work with our clients to help identify opportunities for improvement, efficiency and innovation which enhance the experience for patients. We recognise that people have differing needs and care requirements and our people are trained to offer support so travelling is as seamless and as comfortable as possible. Delivering contracts: Backed by the Arriva group, we have excellent financial standing and a strong track record of meeting commitments and providing a high quality service. We continually develop our teams to ensure they can meet the needs of constantly changing markets and we have a broad base of industry partners who can provide specialist skills and specialist knowledge.

Finding efficiencies... • Network planning

• Scheduling efficiencies

• Cost effective vehicle maintenance

• Better vehicle utilisation

• Reduced overheads

• Organisational change

• Process improvement

• Complex legislative requirements

• Understanding of different cultures

...while...

• delivering excellent services • ensuring resources are

invested wisely

• offering maximum value for money

Local operational focus • Delivering outstanding

local services

• Maintaining strong relationships with key partners and stakeholders • Ensuring the safety, respect and

dignity of patients and offering quality care

For more information contact us at [email protected]

Arriva T

ransport Solutions

• Investment: We have invested £13 million in new ambulances and cars, control centres and technology to improve the quality and performance of patient transport services.

• The Arriva PTS Charter: Our PTS Charter sets out Arriva’s commitment to delivering quality standards, punctual services and safe, clean vehicles while meeting patient needs and maintaining patient dignity at all times.

• Working in partnership: In the West Midlands we worked with the Dudley Group of Hospitals NHS Trust to develop a new phased arrival plan for renal patients. Patient waiting time is now reduced.

• Improving patient comfort and reducing our impact on the environment: We have introduced progressive driver training so our people can provide a smoother ride for our patients. This approach also helps us to deliver fuel savings and reduce CO₂ emissions.

Arriva UK Trains

Arriva entered the UK rail market in 2000. Our eight rail businesses provide services ranging from light rail and rural commuter lines to long distance and inter-urban journeys, to maintenance and heavy refurbishment.

Arriva has a reputation for delivering what it says it will deliver. We have consistently demonstrated smooth and seamless contract mobilisation. Our contracts have a track record of excellent operational performance and punctuality and we are committed to further improvements.

Arriva operates about 14 per cent of the UK passenger rail network in terms of both passenger kilometres and turnover. We have three rail franchises and two rail contracts.

Arriva’s Grand Central business is an open access operator, providing non-subsidised rail services from London to

destinations in the north of England. Our Alliance Rail business is exploring further open access opportunities and developing plans for a number of routes.

We draw on experience and best practice from Arriva’s rail operations in the UK and across Europe. We are backed by Deutsche Bahn which brings further transport expertise and access to capital. We are well placed to bid for future rail contracts as they come up for tender.

2011 Acquired open access operator Grand Central; Chiltern Railways, London Overground Rail Operations (JV), and Tyne and Wear Metro, operated by Deutsche Bahn, became part of Arriva UK Trains

2010 Acquired open access company Alliance Rail 2008 Acquired rail maintenance business LNWR 2007 Won and started the CrossCountry contract 2003 Won and started the Arriva Trains Wales contract 2000 Entered the UK rail market

The UK passenger rail market is at a mature stage of liberalisation. Almost fully contracted, it is competitively tendered by the Department for Transport, Transport Scotland, Welsh

Government and Transport for London, which set service provision and timetables. Contracts for light rail and tram systems are issued by local and regional transport authorities.

The 22 rail contracts are largely net cost and vary in length. Together, they provide more than 50 billion passenger kilometres a year. The rail market is valued at £8 billion.

The market

Key dates

Arriva is a major train operator in the UK,

with some 14 years’ experience in providing

passenger rail services and sharing strong

relationships with our customers, transport bodies

and tendering authorities.

London Edinburgh Newcastle Leeds Cardiff Glasgow d Sunderland Guildford Aberdeen Bournemouth Penzance Stanste Aylesbury Nottingham CrossCountry Chiltern Railways

Tyne and Wear Metro London Overground Rail Operations Arriva Trains Wales

Grand Cental York Doncaster Manchester Bradford Birmingham

Arriva Trains Wales Chiltern Railways CrossCountry Grand Central London Overground Rail Operations (JV) Tyne and Wear Metro

Arriva UK T

Arriva UK Trains

CrossCountry

Contract duration: 2007–2016

Chiltern Railways

Contract duration: 2002–2021

• In 2013, CrossCountry launched the industry-leading ‘Advance on the Day’ service – an award winning capability that offers passengers using its long distance routes the opportunity to buy cheaper Advance fares up to 10 minutes before their train departs and make savings on their rail travel. • CrossCountry has achieved EFQM ‘Recognised for

Excellence’ status and was the first Arriva train operating company to be awarded the maximum ‘5 star’ rating. CrossCountry was also awarded the 2013 British Quality Foundation prize for ‘Excellence in Employee Engagement’.

• For the fifth year in a row, CrossCountry won a Golden Spanner award in December 2013 for operating one of the most reliable train fleets in Britain. Its Voyager trains outperformed all other inter-city fleets.

• With its refurbished train interiors and Wi-Fi installed on all its long distance trains, CrossCountry continues

to improve the on board customer experience. In 2013 independent research showed 86 per cent of CrossCountry’s passengers were satisfied with their journey.

• CrossCountry continues to pioneer print-at-home rail e-tickets in the UK, bringing easier booking and purchasing to customers’ homes. Now, e-tickets form 20 per cent of all tickets bought online. Its free

‘Train Tickets’ mobile app continues to evolve, with more than 400,000 downloads across a range of handsets, including iPhone, Blackberry, Android and Windows phones. Passengers can now purchase CrossCountry Advance tickets through the app and receive their ticket on their mobile in the form of an m-ticket. Over 29,000 m-tickets were sent in 2013.

• Chiltern Railways’ £250 million route upgrade project has delivered a new high speed service that has reduced journey times between the Midlands and London by up to 24 per cent.

• Work is also underway to build a new ground-breaking line between Oxford and London. It will be the first new rail route between London and a major British city in 100 years. The new route will provide additional capacity for those living around Oxford and a reduced overall journey time for those in north Oxford as they will be able to use the new park and ride station and avoid the congestion of the city centre. There will also be economic benefits and additional job opportunities for those along the new route as commuting to Oxford will be much easier.

• Overall passenger satisfaction in the autumn 2013 independent National Rail Passenger Survey reached 91 per cent, some 8 per cent above the UK national average.

• In 2012, Chiltern Railways was awarded the accolade of Passenger Operator of the Year at the National Rail Awards in recognition of the dramatic transformation to its business as part of the £250 million investment programme to upgrade the line from Birmingham Moor Street to London Marylebone.

• Chiltern Railways opened a multi-million pound car park at the successful Warwick Parkway station which has created an extra 222 much needed spaces to meet the current demand whilst allowing for future planned growth.

•

1,670 employees

•

1,478 route miles

•

91 train sets

•

295 services every weekday

•

Three-year extension option to 2019

•

Became part of Arriva in 2011

•

765 employees

•

215 route miles

•

68 train sets

•

36 stations managed

•

417 services every weekday

CrossCountry successes

Chiltern Railways successes

The CrossCountry network is the most extensive rail contract in the UK. Stretching from Aberdeen to Penzance, and from Stansted to Cardiff, it calls at more than 120 stations. Based in Birmingham, CrossCountry connects seven of Britain’s 10 largest cities and delivers 295 services every weekday, equating to some 32 million passenger journeys a year.

Chiltern Railways is the only UK mainline train company to hold a 20-year contract. It provides scheduled passenger services along the M40 corridor between London Marylebone and Birmingham Moor Street, and London Marylebone to Aylesbury via Amersham.

Arriva UK T

Arriva UK Trains

Arriva Trains Wales

Contract duration: 2003–2018

LNWR

• The industry’s autumn 2013 National Rail Passenger Survey confirmed that Arriva’s customer satisfaction was 86 per cent, 5 per cent above the contract benchmark and 3 per cent above the national average. Twenty-eight of the 31 measures have shown improved passenger satisfaction since the start of the franchise.

• In response to growing demand, Arriva has introduced additional seating capacity at busy times between Chester and Manchester, Cardiff and Manchester and Cardiff and West Wales.

• An extensive timetable revision has delivered significant journey time improvements at no cost to the taxpayer. Services between West Wales and Manchester were accelerated by up to 25 minutes and those between Cardiff and Manchester by up to 15 minutes.

• Arriva delivered a £7.5 million train refurbishment programme for the Welsh Government, providing improved on board facilities on its Class 158 fleet. • Swansea station was refurbished and re-opened in

June 2012 as part of a £7.6 million project delivered

As a result of the investment overall passenger satisfaction with the station rose from 50 per cent in 2011 to 86 per cent in 2013. The station was also voted ‘International Large-Sized Station of the Year’ and ‘Best Overall Station’ in the International Station of The Year Awards, and won 'Medium Station of the Year' at the 2013 National Rail Awards.

• The Cambrian Line between Shrewsbury, Aberystwyth and Pwllheli is the only route in the UK that is fitted with the European Rail Traffic Management System, a state-of-the-art signalling system.

• Arriva maintenance teams were recognised with a Golden Spanner award for work on the Class 143 ‘pacer’ fleet and a Silver Spanner for work on the Class 158 fleet.

• Arriva is currently working with Network Rail and the Welsh Government on the £220 million development of the rail network around Cardiff. New signalling and additional potential capacity is being introduced to support the growth of rail services in the capital. We are also working with stakeholders in preparation for the electrification of the South Wales Main Line and commuter routes into Cardiff.

• Based in Crewe and founded in 1996, LNWR is a leading maintenance and servicing provider for electric and diesel trains. Its Crewe headquarters is one of the largest train depots and maintenance facilities on the West Coast Main Line and services one of the most diverse fleets of trains in the UK. • The business has grown following substantial

investment in developing heavy maintenance work, and has recruited a versatile and skilled team of train maintenance professionals and is training apprentices.

• LNWR also operates from depots in Gateshead, Bristol, Cambridge and Eastleigh. The principal business of these depots is to service CrossCountry trains on behalf of Bombardier, however LNWR is expanding operations to include heavy maintenance and refurbishment work at Eastleigh and Bristol.

• LNWR completed an 18-month contract for Angel Trains overhauling and refurbishing Arriva’s Class 158 fleet and is working on major contracts for Porterbrook, Siemens, Bombardier, CrossCountry, Freightliner and Chiltern Railways.

•

2,010 employees

•

1,009 route miles

•

125 train sets

•

245 stations managed

•

956 services every weekday

•

Became part of Arriva in 2008

•

180 employees

On a network covering more than 1,000 miles, Arriva Trains Wales provides inter-urban, rural and commuter passenger rail services throughout Wales and the English border counties. It operates all stations in Wales, and those predominantly served by it in the border counties, including Chester, Shrewsbury and Hereford. Arriva works closely with the Welsh Government, the contract provider, to deliver the rail elements of its National Transport Plan.

The business has invested more than £30 million in train maintenance, fleet reliability improvements and refurbishment, station upgrades, improved ticketing and customer information facilities, and customer and employee security.

Arriva has created more than 300 additional jobs in Wales and the border counties since 2003, and has launched a new apprenticeship scheme.

Arriva Trains Wales successes

LNWR successes

Arriva UK T

Arriva UK Trains

London Overground

Contract duration: 2007–2016

• The opening of the East London Line extension from Surrey Quays has added seven miles to the network and 53 employees to the workforce. An upgrade to the London Overground platform at Clapham Junction includes a new lift, staircase, improved CCTV and cycle parking. The extension could add around 14 million additional passengers a year to the London Overground. • Six new 378 Electrostar trains and 24 carriages were

procured to run on the new East London Line extension from Surrey Quays to Clapham Junction.

• LOROL won European Commuter Operator of the Year in the first ever European Rail Congress Awards. It has also won awards including National Rail Suburban and Metro Award and Small Station of the Year for Hatch End, Most Improved Metro in the World at the Global Metro Awards, and Public Transport Operator of the Year at the London Transport Awards.

• Since 2007 more than 471 million journeys have been made and an average of 135 million are now made annually. There are more than 400,000 passenger journeys made each day on the current network, an

• London Overground carried 11.2 million passengers during the Olympic and Paralympic Games, with the busiest day on 9 August when 465,800 passengers used the service.

• For the Olympic period London Overground achieved a public performance measure of 98.1 per cent and for the Paralympic period 98.4 per cent. The North London Line delivered a record-breaking 99 per cent for two weeks and the West London Line 100 per cent for two separate weeks.

• London Overground helped more than 2,200

passengers with mobility and visual needs. The busiest day on record was 5 September with 162 people assisted, 156 of whom were wheelchair users. • In 2013, LOROL’s contract was extended by two

years to 2016 by Transport for London, following a hugely successful year with sustained levels of train punctuality and passenger satisfaction.

•

Became part of Arriva in 2011

•

1,320 employees

•

77 route miles

•

65 train sets

•

57 stations managed, 83 stations

on the entire network

•

1,090 services every weekday

LOROL operates the London Overground network, including trains, services and stations, under contract to Transport for London (TFL). The joint venture with partners MTR Corporation was launched in November 2007. The network covers Stratford to Richmond, Watford Junction to Euston, Clapham Junction to Willesden Junction, Barking to Gospel Oak, and the East London Line between Highbury and Clapham Junction, and Highbury and south London. It links 21 of London’s 33 boroughs. Since the start of LOROL’s contract in November 2007, passengers have benefited from new trains, staffing of all stations, and the upgrading of stations inherited at the start of the contract. Customer satisfaction since the start of the concession has increased from 69 per cent to, on average, more than 90 per cent.

London Overground successes

Olympics and Paralympic Games

Tyne and Wear Metro

Contract duration: 2010–2017

• As part of an 11-year modernisation programme Metro infrastructure continues to be upgraded and over the last two years DBTW has successfully managed 90 line maintenance possessions, 21 special events and 231 additional timetables.

• DBTW developed a travel alerts system by integrating social media, online and e-mail tools to provide up-to-date service announcements to keep passengers informed about the service and provide consistency between different channels of communication. The product has never been used in the rail industry before. DBTW was Highly Commended at the Light Rail Awards for ‘Real Time Passenger Updates’ for this innovative new system.

→

• DBTW was also Highly Commended at the National Rail Awards for ‘Innovation of the Year’ for the FASSI driver assisted system which was installed into all driver cabs to improve performance and reduce energy consumption by direct communication of real-time operational information. Metro is the only network in the UK that has such a system in place.

• Fifty-five Metro stations are Safer Tram Stop accredited, which recognises measures taken to reduce crime, create safe environments and provide a design framework for new and redeveloped stops. Sunderland station has also been accredited by Northern Rail.

• As part of the ¾ Life Refurbishment programme, Metrocars are being transformed with a smart new exterior livery and a spacious and light interior design. The refurbishment programme is ongoing and there are usually four Metrocars being refurbished at any one time. The Metrocar vehicles are the first in the UK to be fully compliant to the Rail Accessibility Vehicle Regulations. • In recent years DBTW has retained the Customer Service

Excellence Award; gained EFQM Recognised for Excellence (R4E) at Four Star Level; been accredited company-wide with the Environmental Management System certified BSEN ISO14001 based on the long-term environmental impact of DBTW’s business operations; been presented with a special commendation for the IOSH Railway Group Award for Occupational Health and a Silver award for the North East Better Health at Work in recognition of achievements in promoting a healthy workplace.

•

→Became part of Arriva in 2011

•

→505 employees

•

→48 route miles

•

→45 metro train sets

•

→59 stations managed

•

→476 services every weekday

•

Two-year extension option on contract

Based in the heart of the North East, the Tyne and Wear Metro is a light rail network of 60 stations used by approximately 40 million passengers a year serving Newcastle, Gateshead, Sunderland, North and South Tyneside.

The Metro was the UK’s first modern light rail service when it opened in 1980. It shares an infrastructure with national rail passenger and freight services between Pelaw and Sunderland. Metro is owned and managed by Nexus, the Tyne and Wear Passenger Transport Executive, and the system is operated by Tyne and Wear Metro (DBTW) on its behalf as part of a seven-year contract that covers delivery of the train service, fleet maintenance and modernisation of all trains, plus day-to-day operations and station management.

Tyne and Wear Metro successes

Arriva UK T

Grand Central

Open access rail: Alliance Rail

• Grand Central consistently achieves industry leading custome