MyBus Blog - July 2012

A newspaper report in late 2011 suggested that in the previous three years there were more than two million NHS appointments missed in Scotland, the cost of which was reckoned to be an incredible £200m.

Whilst MyBus may not suffer missed appointments to the same levels as those reported in the article, missed appointments can and do hamper SPT’s ability to provide services as efficiently as we would like.

MyBus understand and appreciate that the age and circumstances of many MyBus services users mean that the cancellation of bookings are often likely.  For example people take can take ill, the weather can take a turn for the worse and relatives can step in to undertake journeys that service users had previously booked.

Sometimes those plans can change at very short notice too.

All of which are perfectly acceptable and of course we understand why an individual may require to cancel.

With demand for MyBus services continuing to grow it is important however that those cancellations are made known to MyBus at the first opportunity so that another service user may take advantage of the time slot

Similarly as some MyBus zones cover a wide geographical area, a timely cancellation can prevent an unnecessary journey being undertaken by a MyBus driver.

A large of number of MyBus service users are now members of our popular Group Booking scheme and it is vital that club contacts and service users themselves keep MyBus abreast of start and finish dates for their clubs and of dates that they may be going on outings and don’t require MyBus.

Sadly such information hasn’t always reached MyBus, with Group Booking members wrongly assumingly that a MyBus driver would contact the booking office on their behalf or assuming another group member had the matter in hand.

It is always better to be safe than sorry and we would far rather have several passengers tell us the same information we need to know than failing to hear it at all.

It can be frustrating to learn that a customer has failed to travel without notifying us, particularly when we know that another passenger would have been eager to take that slot.

A reminder that MyBus cancellations can be made through our dedicated MyBus Enquiry and Cancellation line on 0845 128 4025, between 0830 – 1645 Monday to Friday. 

Cancellations can also be logged by email via enquiry@spt.co.uk (marking MyBus in the header)

MyBus Web users already have the facility of cancelling their trips online, which sends their cancellation directly to the appropriate bus operator.

MyBus Blog - June 2012

Statistics confirm that the MyBus contact centre is successfully processing an increasing number of trip requests year on year and the personal service offered by our booking agents remains hugely popular with the majority of service users.

Despite that individual preferences and circumstances can mean that calling our contact centre isn’t always the best option.

Some users have told us they can become frustrated if they call at a peak time and have to queue to make their booking.  Others have mentioned that the opening times of the booking lines aren’t always ideal as they can already be out on a journey, when they require to book another trip.

In individual circumstances MyBus sought to assist such users by offering the option of logging a trip request by text message or by email, where the request could be lodged at any time but the trip request would only be processed during the normal opening hours of the booking line.

The technology to offer an easier and more modern solution existed in the form of the internet and when the benefits of such a facility were considered, the decision to invest in a MyBus online booking service was an easy one for SPT’s executive to take.

As part of the ICMA amobilife European Projection MyBus Web the online booking system was introduced to test users in July 2011 and has been subject to ongoing development since to best meet the needs of our service users.

The initial testing proved successful and feedback from our test users was passed to the software developers to make any appropriate alterations. The system was then made available for general use in autumn 2011 and a growing number of users have registered for the online booking service since.

Tuesday 13th March saw MyBus Web given its official launch at George Square in Glasgow with representatives of SPT, politicians and service users amongst those present.
 

MyBus Web offers users a variety of benefits, the key gain being the option to book trips at a time of the users convenience.  A number of MyBus Rural service users book their trips to take them to and from work, where they will generally be when they require to book their next journey. 

MyBus Web means users such as those mentioned can now request their trip at a time more convenient to them, be that from home, work or even via their mobile phone!

Another benefit from using the online service is that all trips are stored on your online account meaning you can look back and check the details at any time. That means no more scrambling for a pen and piece of paper to hurriedly scribble down the details of your trip! You can cancel trips too. 

With several hundred trips being booked each week online it’s not only customers who use MyBus Web who are benefiting from our online service, as those who prefer to use our contact centre are experiencing reduced waiting times when they call to make their bookings. 

If you haven’t checked out MyBus web yet follow the link below to register your interest.

http://mybus.spt.co.uk:8080/

MyBus wins Award for Services to the Blind

The MyBus team has been recognised for improving the independence of those who are blind or partially sighted.

MyBus was nominated for the Go Shop Award by a passenger with sight loss who benefits from the service.

The awards, run by the Royal National Institute of Blind People Scotland, aim to encourage improvements that make public services more accessible.

SPT Chief Executive Gordon Maclennan said: "I am absolutely delighted that our MyBus service has been acknowledged for the facilities it provides to those affected by sight loss.

"The MyBus team work extremely hard to provide assistance to all service users and they are always happy to welcome guide dogs and carers who travel with those with visual impairments on their journeys.

"At SPT we really do make it as easy as possible for people who are registered blind to use MyBus, they just need to provide the details of their National (Scotland) Concessionary Travel for Blind Persons card and they can start booking MyBus straight away."

MyBus Nominated in Scottish Transport Awards

SPT’s MyBus service has been nominated in the Best Bus Service category of the Scottish Transport Awards 2012.

Taking place in the Grand Central Hotel in Glasgow on 14^th June, MyBus is one of six services nominated for the award, another SPT service among the nominees:-

1. SPT - Free Community Buses

2. SPT - My Bus

3. Scottish Citylink Coaches – Citylink Gold

4. Scottish Citylink Coaches – 926 Glasgow to Campbeltown

5. Scottish Citylink Coaches – 900 Glasgow to Edinburgh

6. Fife Council – X42 Howe of Fife Express

Supported by the Scottish Government and Transport Scotland, the Awards are about recognising and rewarding real improvements to local transport in Scotland.

MyBus - February Blog

Year on year statistics show that usage of MyBus services continues to soar. 

There are a variety of factors which contribute to that upward swing in passengers carried, one of which has been SPT’s continued commitment to embrace technology to improve the service offered to customers.

In the last 10 years MyBus can point to several key areas where investment has enabled great strides to be made.

Go back around a decade and callers attempting to book trips with, what was then known as, Dial-a-Bus would have called an 0141 phone number to make their trip request.  That was fine if you stayed in the Glasgow area but if you lived elsewhere then the cost of calls could be higher than phoning the local rate numbers that every MyBus user has today.

Opening hours for almost all services were much reduced to those in place today with some lines open only in mornings or afternoons as the office closed for lunch.

Nowadays whilst lines continue to have staggered opening times to ease telephone congestion, all lines are open by mid-morning and when open, remain open until close of business.

Back then the operatives processing bookings would plan schedules by using paper, pen and a map and at close of business enter the details on to a spreadsheet and print out copies to be individually faxed to operators.

Fast forward to 2012 and the situation is much different. Investment in the PASS scheduling system at a stroke made scheduling infinitely easier.  In seconds the booking system can work out the distance of the journey, timings required to undertake the trip and the impact of journeys already scheduled, giving operators the best possible information of whether a trip request can be accommodated and if so, at what times.

PASS, in conjunction with upgrades to the call handling system have enabled operatives to schedule journeys on multiple service areas at any one time.  This has allowed operatives to develop a level of knowledge and expertise across the majority of MyBus services rather than specialising in just one or two, as was the case before.

Since then MyBus has continued to strive to benefit from technological advances. An increasing number of vehicles are fitted with Mobile Data Terminals, similar to the boxes you see fitted in taxis that feed journey information to drivers – and in turn allows drivers to feed back real-time details about where they are in their schedules.  This allows customers to be contacted if any late running has developed and gives a more accurate reflection of the running times given to drivers.

Today in addition to the traditional contact centre method of booking, trip requests are accepted by text, email and most recently thanks to further investment, online booking via the web.

Due to launch officially in the next few weeks MyBus web booking has piloted for the last few months and has generated enormous positive feedback from users delighted to have the opportunity to book their journeys at times that may be more convenient to them than the booking line opening hours.

If you haven’t benefited from SPT’s latest investment in technology find out more or register at the MyBus Web Booking Homepage.

Enjoyed reading our blog? Check out some of our previous blogs…

MyBus Blog - January 2012

MyBus Blog - December 2011

MyBus Blog - November 2011

MyBus Blog - October 2011

MyBus visit St Marks Church in East Kilbride

St Mark's Church, East Kilbride

Thursday 9^th February saw MyBus management kindly invited to speak to members of St Mark’s Episcopal Church in Telford Road, East Kilbride.

Members were given the low down on several topics such as how to join the service, the type of trips undertaken by service users and details specific to the M15 MyBus service that operates in the East Kilbride area. 

Members were then invited to ask any questions they wished to have answered about the service.

For details on joining, call the MyBus enquiry line on 0845 128 4025 Monday – Friday, between 0830 – 1645 or download an application pack from the MyBus section on SPT's website.

*** Click here for the M15 Service Information Leaflet ***

If you would like MyBus to visit your group, club or complex contact us through one of the ways listed on our Getting in Touch page.

MyBus on Arran

Brodick

Tuesday 7^th February saw MyBus management travel to Brodick on the Isle of Arran for a meeting in the Ormidale Pavilion with a number of partners and parties interested in making the island’s MyBus service the best it can be. 

With service users, local councillor Margie Currie, representatives from the British Red Cross Society (BRCS) and members of the Isle of Arran Elderly Forum all present an interesting and informative debate and question and answer session took place, providing all who attended with an insight into a variety of matters concerning the operation and provision of the service; and some valuable feedback for SPT and the BRCS.

The Arran MyBus service commenced operation in August 2010 through the partnership of SPT and the BRCS with several thousand trip requests having been undertaken on the island since then.

For details on joining, call the MyBus enquiry line on 0845 128 4025 Monday – Friday, between 0830 – 1645 or download an application pack from the MyBus section on SPT's website.

MyBus - January Blog

“Two’s company, three’s a crowd” the popular idiom goes.  But when it comes to MyBus “Two’s company, three’s a group booking!!”

One of the most popular innovations introduced by MyBus in recent years has been our Group Booking scheme which allows groups of passengers going to the same destination to have their trip booked automatically each time.

Prior to the introduction of Group Bookings, given the random order trip requests were received, it wasn’t uncommon for a driver to find himself doing multiple runs to the same lunch club, church hall or social club.

This was frustrating for group members who struggled to understand why on occasion the bus had to do more than one run to or from their club.  It was also far from being the most efficient use of running time.

To tackle the issue MyBus trialled a Group Booking scheme where groups of three or more passengers attending the same club or group could apply to have their journey scheduled by us automatically each time.

The trial went well and was soon made accessible to groups in all MyBus service areas.  

Some years on the Group Bookings Scheme has been an outstanding success on several counts:-

• Passengers attending clubs have the peace of mind that their trip is in place for them each time without the requirement to call in each week. 

• The running time required to convey passengers to their group is reduced as pickups are scheduled in the most efficient order.

• Congestion on booking lines is reduced with less service users requiring to request trips.

Once a service user’s place on a group booking has been confirmed, they need only contact MyBus to advise if for any reason such as illness or holidays they are unable to travel to their group.

Since the implementation of the Group Booking Scheme demand for it has soared with service users, attracted by the benefits the scheme offers, keen to be added to existing group runs or to have new group bookings set up.

Having started on a trial basis for one group now in 2012, over 1300 trips per week are scheduled for customers via the Group Booking Scheme.

Contact us via our 'Getting in Touch' page if you are interested in joining an existing group booking or setting up a new run.