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

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

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

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

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

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

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

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

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

How we are doing?

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

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

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

 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

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

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

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

Any Questions..?