1. Institution of Railway Operators Tuesday 22 nd February FTPE – the short story

2. First TransPennine Express Partnership between First Group and Keolis 8 year franchise from Feb 2004 Ends 31 Jan 2012 1011 strong team 30 managed stations fleet of 60 trains 294 trains a day Manchester Piccadilly and Manchester Airport at the heart

3. Original Five Goals 1.Revitalise our trains 2.Redevelop our stations 3.Invest in our people 4.Deliver a consistently reliable and punctual service 5.Improve our service

4. New Trains £250 million investment in trains & depots Siemens, of Germany, manufacturer Design, build, and maintain deal 51 three car Class 185 trains ordered New traincare depots Manchester (Ardwick) and York Promised and Delivered

5. Improved Stations 30 FTPE stations £12 million commitment Customer information, safety and security Stations and car parks Staff involvement at local level Promised and Delivered

6. Stalybridge and Manchester Airport including the introduction of the 3 rd platform.

7. Develop & train them Keep them informed Ask their opinion Give them professional tools & facilities Recognise and reward success Embrace their family and friends 75% of those that started with us in 2004 are still with us today Invest in our people “81% of colleagues say they enjoy their job” Promised and Delivered

8. A CONSISTENTLY RELIABLE AND PUNCTUAL SERVICE For FTPE that means delivering great train performance every day Start of Franchise 2004 85.4% 91%

9. IMPROVING OUR SERVICE We introduced: Clock face timetable – 2004 (DEC) Blackpool services – 2006 Anglo – Scottish services – 2008 Manchester Airport 3rd platform – 2009 Glasgow Blackpool services - 2010

10. How we are doing?

11. Our business is continuously focused on; customer satisfaction employee motivation social responsibility business performance. DELIVERING GREAT SERVICE EVERY DAY

12. Key Results 2010/11 Passenger miles in 2009/10 800m Satisfaction Score Autumn 2010 87% Passengers Journeys in 2009/10 23m Reliability & Punctuality MAA 91% Growth in patronage since 2004 70%

13. 13% of passenger journeys 20% of earnings 27% of passenger journeys 9% of earnings 60% of passenger journeys 71% of earnings Our Passengers

14.  95% of all our services go to or from Manchester  Passenger journeys into Manchester have increased by 50% over the last five years  9% Modal share to Manchester Airport Key Facts

15. Marketing Activities : Manchester Airport A VISIBLE PRESENCE IN ALL THREE TERMINAL BAGGAGE RECLAIM AREAS BESIDE OUR BRANDED FAST TICKET MACHINES

17. Challenges Operational performance –FTPE –Network –Seasonal challenges Fleet performance –Cl185 –Cl170 Customer expectations –ever increasing –NPS at 87%

18.  Delivering a safe service  Delivering a reliable service  Delivering an engaged workforce  Delivering a value for money product Delivering Great Service every day

19. Any Questions..?