Evidence of partnership-working.
Evidence of how it has delivered timely, efficient and successful outcomes of a scheme or service.
Evidence of how it has allowed a successful approach to be applied to a given transport issue, need or policy approach.
Previous Winners:
2023: Cornwall Council: Transport for Cornwall Partnership (Cornwall bus operators, GWR and Cornwall Council)
2019: Network Rail, Southeastern and GTR – One Team Approach
2018: Department for Transport and Civil Aviation Authority, Monarch – How the CAA and DfT led Britain’s largest peacetime repatriation
2017: The Liverpool City Region Bus Alliance (Stagecoach, Arriva and Merseytravel)
2016: West Yorkshire Combined Authority – travel2train
East Midlands Railway (EMR), London Luton Airport (LLA) and Luton Rising - Working in collaboration to launch the Luton Airport Express
East Midlands Railway (EMR), in collaboration with London Luton Airport (LLA) and Luton Rising, has established a fast rail connection between central London and London Luton Airport, achieving travel times as short as 32 minutes. This connection is facilitated by the Direct Air-Rail Transit (DART), which was introduced in March 2023 to transport passengers directly from Luton Airport Parkway train station to the airport terminal. The DART service operates in just four minutes, accommodating 170 passengers per trip and replacing the previous diesel bus service that took over 15 minutes.
The launch of the DART enabled EMR to enhance its rail offerings, addressing the historically low rail share for Luton Airport compared to other London airports. EMR combined its fast electric train services with the new shuttle, marketing the “Luton Airport Express” with a frequency of two trains per hour, allowing customers to travel from central London to the airport terminal for a ticket price of £10.
To ensure a seamless passenger experience, all parties involved focused on consistent and simplified messaging across various platforms, including advertising, station signage, and online interactions. During the first week of the Luton Airport Express marketing campaign, the initiative reached 15 million adult views on ITV London, 13 million on Facebook and Instagram, and was mentioned 16 million times on radio. In the first year following the launch, EMR reported a 52% increase in rail journeys, contributing to a rise in rail share from 14% to 16% as passengers opted for more sustainable travel options.
First Bus West of England: First Bus partnership with Suicide Prevention UK
Recent statistics from the Bristol-based charity Suicide Prevention UK indicate a rising trend of individuals at risk of suicide utilizing public transport, particularly buses, to reach locations intended for self-harm. Among those surveyed, approximately 6% (three out of 50 individuals) reported having used public transport, although the charity posits that the actual figure may be higher. Many respondents conveyed that using public transport enabled them to blend in with fellow passengers, remaining unnoticed by friends, family, and emergency responders.
In light of this data, First Bus has recognized the importance of training drivers to identify signs of distress among passengers and to pinpoint high-risk areas along bus routes. To address this issue, First Bus has partnered with Suicide Prevention UK to launch the “There is someone...” campaign, aimed at providing reassurance to passengers in need of support. This initiative represents a pioneering collaboration within the UK bus industry, incorporating physical volunteer patrols in high-risk areas across the West of England and a national hotline.
Over 150 new drivers have received specialised training materials on suicide prevention, while an additional 250 drivers participated in discussions related to the topic as part of their Certificate of Professional Competence refresher training. Campaign posters have been developed to aid both drivers and passengers in recognizing warning signs and directing individuals to appropriate support. Since the partnership's inception, First Bus has provided 100 bus passes to charity volunteers to facilitate their patrols, leading to increased engagement and calls to the charity, all resulting in successful interventions for those in distress. The campaign has garnered significant media attention, including coverage on BBC 1’s The One Show.
Translink and Golden Thread Gallery: York Street Station - transforming North Belfast through Transport & Art Collaboration
Translink, the publicly owned public transport provider for Northern Ireland, has demonstrated a commitment to community engagement through the construction of York Street Station in North Belfast. In collaboration with the Golden Thread Gallery and facilitated by Arts & Business NI, Translink has implemented arts-based social projects that involved over 1,000 individuals from North Belfast in the development of the new train station and accompanying public artwork.
York Street Station is designed to address social and environmental challenges in an area characterised by high deprivation and a historical lack of investment in reliable transport infrastructure. This initiative fosters community ownership and supports local regeneration efforts. Through its partnership with the Golden Thread Gallery, Translink conducted an extensive programme of workshops aimed at ensuring that the station and its public art accurately reflect the aspirations of the community.
Community stakeholders were encouraged to share their perspectives on journeys, the interconnectedness of travel, and personal memories related to rail and public transport. The project's success is evidenced by a 25% increase in passenger satisfaction and station usage compared to previous years. Community feedback indicates a heightened sense of pride and belonging associated with the revitalised station, which now functions as a community hub. Translink anticipates that this initiative will serve as a catalyst for broader positive change across Northern Belfast.
Transport Scotland: UCI Cycling World Championships Event Planning and Delivery
In August 2023, the inaugural UCI Cycling World Championships were held in Scotland, structured as a single ‘super-event’ akin to the Olympic Games, involving over 8,000 athletes. This extensive scale necessitated a collaborative approach to planning and delivery, incorporating 10 different venues across 14 Scottish Local Authority areas. The Events and Resilience Team at Transport Scotland worked closely with various stakeholders, including the UCI, Scottish Government, Glasgow Life, UK Sport, British Cycling, Police Scotland, Traffic Scotland, and ScotRail, among others.
The primary objective was to stage a world-class event that showcased cycling as both a sport and a leisure activity, promoting active travel, sustainability, and public health benefits. The postponement due to COVID-19 resulted in a compressed timeline, requiring stakeholders to adapt to significantly reduced deadlines. Effective governance and collaboration were crucial for the event's success.
Geographically, the championships posed challenges in addressing transportation needs for participants, spectators, and local residents. Notably, individual events occurred on public roads, including two motorways and two strategic estuary bridge crossings, marking a first in British cycling history. Comprehensive planning included a Strategic Risk Assessment Workshop to rigorously evaluate potential risks.
The championships spanned 11 days, attracting over one million spectators, with approximately 300,000 international visitors. Notably, 82% of attendees utilised some form of active travel during the event. ScotRail reported its highest passenger numbers in a decade, with nearly one million journeys made over the event weekends.
Transport for Wales & Coleg y Cymoedd - Driver Apprenticeship Programme
Coleg y Cymoedd (CyC), established in 2013, serves over 10,000 learners in the South Wales Valleys. Transport for Wales (TfW) recognized a significant need for skilled train drivers to support the operational demands of the Wales and Borders rail franchise, including the new South Wales Metro. In response, TfW and CyC have collaboratively developed a unique Apprenticeship programme aimed at addressing the skills gap in train driving within Wales.
CyC’s Train Driver Training encompasses both Level 2 essential skills qualifications and an accredited Level 3 Diploma in Train Driving. TfW contributes its expertise in train operations, established industry connections, and a comprehensive understanding of current and future workforce needs. In turn, CyC provides accredited training provisions, curriculum development expertise, and a focus on essential skills, including English language, mathematics, and digital literacy, which collectively ensure well-rounded graduates.
Since its launch in 2021, over 450 new train drivers are expected to be trained by the end of 2024, with the programme achieving a notable 98% course completion rate. By the end of 2024, it is projected that 40% of TfW's current train driver workforce will have obtained the Level 3 qualification. The programme also actively promotes diversity and inclusion within the traditionally male-dominated driver grade of the rail industry. Targeted outreach efforts, in partnership with organizations such as Careers Wales and local community groups, ensure the programme reaches a diverse range of individuals, fostering social mobility and addressing disparities in opportunities across the South Wales Valleys.
Southeastern: Southeastern Trains and Network Rail Kent route Alliance
The Williams Review and Plan for Rail highlighted the imperative to tackle fragmentation within the railway industry, advocating for cohesive strategies and clearer accountabilities. In response to this directive, Southeastern Trains and Network Rail Kent Route established an Alliance that, without altering regulatory, commercial, or license accountabilities, created a collaborative framework uniting track and train operations under a joint executive team. This initiative aims to prioritize passenger experience.
The Alliance's Joint Executive Team has appointed 'guiding minds' to oversee critical interface topics from a comprehensive industry perspective. It has developed a shared purpose and joint objectives, focusing on passenger satisfaction, revenue recovery, and operational efficiency. By merging efforts, the Alliance is optimizing decision-making processes and expediting improvements across the network.
A significant innovation is the establishment of a 'whole system' joint profit and loss account, accompanied by a line of route profitability tool, which will enhance the prioritization of limited funding. During the 2023-2024 period, the Alliance delivered 82 projects, achieving a 21% cost saving and supporting a 5% improvement in customer satisfaction regarding station maintenance. Technical advancements have prevented over 50 service failures on Metro routes in the past nine months, averting more than 5,000 minutes of delays.
Southeastern has secured £2.3 million for customer improvements, including new retail units and ANPR cameras at over 30 station car parks. As a result of recent timetable changes, Southeastern is now the third best operator nationally for cancellations, improving from nearly 13% in December 2022 to an average of 2.1% at the close of the financial year, reflecting a 25% year-on-year enhancement. Stakeholder sentiment has risen by 25% over the past year, concluding 2023 at 78%, while customer satisfaction has improved to 87%.
Gloucestershire County Council, Padam Mobility and Podaris: The Robin DRT scheme
This entry focuses on a successful public-private partnership led by Gloucestershire County Council (GCC), the Local Transport Authority responsible for public transport services in Gloucestershire. This includes the demand-responsive transport (DRT) service known as The Robin, in collaboration with Padam Mobility, the DRT service provider, and Podaris, GCC’s selected tool for planning and analyzing public transport services.
Since its establishment in 2023, The Robin has been integrated with data from Podaris to enhance the travel offerings, including the on-demand service. The Robin has expanded to operate across five zones, building on insights gained from its initial pilot phase, which began in late 2022, in response to demand from both residents and local politicians.
Gloucestershire is predominantly rural, with many residents having access to only one fixed-line bus service per week or no public transport options at all. This situation presents challenges for sustainable transport and efforts to reduce car dependency. The introduction of The Robin aims to improve connections between communities and enhance access to existing public transport services.
Prior to the launch of The Robin, approximately 75% of residents in the service areas lacked access to a regular bus service, defined as one operating two-hourly or better within a 400-meter walk. The Robin has since provided sustainable public transport access to around 61,000 additional residents. The service, being on-demand and not fixed to a schedule, enhances flexibility and complements existing networks, contributing to reduced emissions and traffic by consolidating requests into single journeys. In the North Cotswold and South Forest of Dean areas, approximately 1,000 trips are made monthly, with over 700 regular users averaging 5 to 20 trips per month. In the first quarter of 2024, around 400 passenger trips were completed in the northern Cotswold area, an increase from approximately 180 trips during the same period in 2023. The service continues to grow while effectively complementing fixed-line bus routes.
Great Western Railway(GWR), Devon County Council (DCC) & Network Rail Western (NRW): Working Together to Develop an Integrated Transport Network
Great Western Railway (GWR), Devon County Council (DCC), and Network Rail Wales (NRW) collaborate to approach public transport as an integrated system, encompassing both bus and rail services with a unified objective. In 2021, they successfully reopened the Dartmoor Line, including Okehampton station, following 50 years of advocacy. This initiative was accompanied by the promotion of the ‘Rail Link’ bus branch line services, which featured coordinated vehicle branding, bus stop information, and bus announcements on trains and at stations, complemented by joint marketing campaigns highlighting ‘Days out by Train and Bus.’ The ‘Rail Link’ identity has since expanded to include additional routes and stations.
Recent enhancements include adjustments to bus routes for better integration with rail services and the installation of jointly branded bus shelters at rail stations, funded by the Bus Service Improvement Plan. In 2023, a new station was opened at Marsh Barton, located within a busy industrial and retail area on the outskirts of Exeter, as part of the development of the Devon Metro local rail service, which connects Barnstaple, Exeter, Exmouth, and Torbay. Efforts were made to ensure that bus and rail services are effectively linked, with timetables designed to support both work and leisure travel.
Since the reopening of the Dartmoor Line, there have been over 500,000 new rail journeys recorded, alongside more than 70,000 new journeys to Marsh Barton station since July 2023. Additionally, passenger numbers on the Totnes to Kingsbridge and Salcombe Rail Link more than doubled, while there was a 40% increase in passengers on the Barnstaple to Ilfracombe and Combe Martin Rail Link. The successful joint delivery of these initiatives has led to further funding for additional integrated projects, including three new station developments.
National Express UK: National Express West Midlands and Edgbaston Stadium Go Green Game
National Express West Midlands (NXWM), a key local bus operator in the West Midlands, has maintained a progressive partnership with Edgbaston Stadium for eight years. In 2023, the stadium designated the T20 International fixture between England and New Zealand on September 3 as the first sustainable game of its kind in UK cricket, branded as the “Go Green Game.” This initiative aimed to reduce emissions across all aspects of the stadium's operations.
As the lead sustainability partner, NXWM focused on decreasing emissions related to fan transport by enhancing public transport accessibility and encouraging fans to utilize bus services instead of private vehicles. To facilitate this, NXWM offered free travel on dedicated shuttle buses from Birmingham New Street train station to Edgbaston Stadium and on any NXWM buses throughout the West Midlands for fans holding valid match tickets.
In anticipation of increased demand for the Go Green Game, NXWM deployed an additional eight buses, supplementing the 16 used on the busiest day of the Ashes in June 2023. Comprehensive training and briefings were conducted for all NXWM bus drivers to ensure awareness of the free travel offer and to deliver high-quality customer service to match attendees.
On the day of the Go Green Game, over 3,600 spectators utilized the dedicated NXWM shuttle bus service from Birmingham city centre, while nearly 1,000 additional ticket holders took advantage of the free NXWM services across the region. Of the total 19,536 attendees, 24% traveled to Edgbaston Stadium using NXWM buses, reflecting a significant increase from the 13% who used the dedicated shuttle services during the Ashes.
Arriva UK Bus: Leighton’s Buses – a partnership between Arriva UK Bus, Central Bedfordshire Council, Arnold White Estates, and London Northwestern Railway
Leighton’s Buses by Arriva, launched in May 2023, represents a comprehensive network redesign aimed at enhancing local connectivity throughout Leighton Buzzard. This initiative features extended operational hours and the introduction of Sunday services. The network has been strategically integrated with Arriva’s existing interurban bus routes to Aylesbury, Luton, and Milton Keynes, including platform-to-platform connections with bus services coordinated to meet fast trains to and from London. London Northwestern Railway has supported this effort by providing enhanced bus information at the station concourse.
To inform residents, every household in Leighton Buzzard received a printed guide detailing the bus timetables and network map. These guides were also made available on buses and at various community locations, including public buildings, coffee shops, hairdressers, and other businesses involved in the Business Improvement District (BID).
To encourage ridership and facilitate a modal shift, Central Bedfordshire Council provided free fares on the new network for the first six months. Arriva invested in five high-specification Euro 6 buses for the service, each equipped with audio/visual next-stop announcements, USB chargers, and free WiFi. This new fleet demonstrates significant improvements in capacity and accessibility features compared to the previous network.
Ongoing collaboration with Arnold White Estates is focused on developing a new all-electric bus depot as part of the Checkley Wood EV Charging Hub, with the goal of transitioning the fleet to electric vehicles powered by locally generated renewable energy. Since the launch, there has been a 165% increase in ridership compared to the previous network, with an average of only one customer complaint per month. Punctuality has improved by five percentage points, and route L6 achieved 100% on-time performance in April 2024. Lost mileage decreased to 0.41% in April 2024 from a peak of 0.83% during 2023.
Community Transport Association & Hampshire County Council - Midas Transformation
The Community Transport Association (CTA), in partnership with Hampshire County Council (HCC), has been instrumental in delivering the Minibus Driver Awareness Scheme (MiDAS), a program recognized for enhancing passenger safety and care for the past 30 years. MiDAS establishes a nationally recognised standard for driver assessment and training, ensuring that operators possess the necessary skills and knowledge to provide safe and comfortable journeys. This scheme is available to any not-for-profit organization that operates or utilises minibuses, encompassing a wide range of entities from small voluntary organisations to local authorities and educational institutions.
Prior to 2024, the training materials and delivery methods for MiDAS were outdated, consisting of extensive PowerPoint presentations. In 2023, CTA and HCC collaborated with an editorial board of MiDAS experts and sector representatives to modernise the content and introduce an element of e-learning. The revamped MiDAS Standard launched in January 2024, offering a flexible and passenger-focused training approach.
Previously, feedback on the MiDAS course was limited, hindering quality improvements. With the updated training content and delivery method, CTA and HCC now standardise theoretical instruction through an online module and systematically gather evaluation data from all participants. Since January, over 6,000 minibus drivers across the UK have utilised the e-learning portal, with more than 90% reporting no issues accessing the material. Additionally, 89% of attendees found the e-learning to be engaging. This enhanced feedback mechanism allows CTA and HCC to monitor trainer quality and continuously improve the MiDAS program.
Blink & Arriva: Digital-first employee experience platform for Arriva’s workforce
Arriva has identified that traditional communication methods hindered effective engagement with its frontline workers, who comprise 85% of its 16,000-strong workforce. Basic processes, such as holiday requests, often required managerial intervention, limiting the time available for managers to address core issues with staff. A survey conducted by Arriva in 2023 revealed low response and engagement rates, indicating a need for improved communication.
In response to these challenges, Arriva implemented Blink, a digital employee engagement app, resulting in over 8,000 registrations within weeks of its launch. The platform has facilitated an active exchange of ideas through 855 feed posts, accumulating a total of 5,230 reactions. Furthermore, the hub has been accessed 285,000 times, providing frontline staff with timely and relevant information.
Current usage statistics indicate that Blink is opened approximately 6.2 times daily by staff, establishing it as a core workplace platform. The app has also fostered a culture of recognition among employees, with 3,942 recognitions awarded to peers, contributing to a positive employee experience. This shift towards a more accessible communication platform illustrates Arriva’s commitment to enhancing connectivity and engagement within its workforce.
