In conversation with Stagecoach South West's Managing Director

Challenging times require bold interventions to change. As one of the sponsors of this year’s Business Awards, the Torbay Weekly catch up with Stagecoach South West Managing Director Peter Knight, as he reflects on the upcoming Torbay Weekly Naturally Inspiring Business Awards as well as the challenges and triumphs of a transformative year in the post-COVID environment.

Peter Knight, embarked on a journey of change when he joined the company at their Matford headquarters in Devon in November 2022. His timing could not have been more critical, as the years preceding his arrival were tumultuous for public transport, with the COVID-19 pandemic wreaking havoc and disrupting services across the region.

"I joined Stagecoach during an immense period of change for the company, but I like a challenge, and so this suited me well. My priority for the role was to shape the future of our services and provide a seamless experience for our passengers." Peter explained.

With his office in the heart of the bustling Marsh Barton depot in Exeter, Peter, begins his day surrounded by the hum of engines and the familiar camaraderie of the drivers. With 13 years under his belt in the company, he has a unique perspective on the challenges and triumphs of running one of the most essential services in the region.

When it comes to the drivers of Stagecoach South West, Peter doesn't hold back his praise. "They are some of the best I have worked with in my 13 years with the business," he says.

Notoriously friendly, authentic, and deeply rooted in the community, these drivers go beyond the wheel, becoming an integral part of the towns and cities they serve.

Stagecoach South West, the largest bus operator in the South West, serves over 2 million passenger journeys monthly across the region, with depots in Exeter, Torbay, Barnstaple, and Plymouth. Despite facing a patronage loss of up to 95% overnight in March 2020, the company's 850 drivers continue to keep towns and villages connected, covering 1.2 million miles each month. For Peter some of the unique challenges of the South West are both acknowledging the beauty of the region but also the rurality that poses logistical challenges.

Peter said: "The post-COVID environment has posed challenges to public transport operators, with hybrid working and shifts in consumer habits altering travel patterns globally."

Peter emphasises that, irrespective of opinions about the business, Stagecoach South West is fundamentally committed to providing reliable bus services. "It's all about running buses reliably; that's what people want." Peter states. The focus is on punctuality, a task made challenging by the ever-changing nature of traffic, particularly in a congested city like Exeter.

"We recognise we need to work harder in partnership with Devon County Council and other authorities." Peter acknowledged, stressing the importance of collaboration to ensure that temporary works and city developments consider the impact on bus services and the customers who rely on them.

Significant timetable changes in April and September 2022 were necessary "hard resets" to adapt to evolving demands while keeping the business running seamlessly.

Total passengers across Devon's bus network saw a 10% decrease in 2018/19 compared to 2011/12, with average annual trips declining from an average 37 (2014/15) to 29 trips per annum (2019/20). Exeter's key corridors remain highly congested, and roadworks cause longer journey times and reliability issues.

"We acknowledge that there are challenges, that the service isn't perfect," Peter admitted. Despite an impressive 89% customer satisfaction rate in a recent survey, he emphasised the importance of continuously working towards a more user-friendly experience, reducing dependency on apps through reliable services.

The DevonBus Enhanced Partnership
A significant development in November 2022 was the formation of The DevonBus Enhanced Partnership, a collaboration between Devon County Council and local bus operators aimed at improving local bus services.

The partnership secured £14.1 million BSIP (Bus Service Improvement Plan) funding for capital and revenue projects over a three-year period.

For example, network enhancements have included data driven timetable changes to improve reliability, growing the frequency of the number 57 and improving the 4 corridors.

Capital projects include infrastructure and bus station improvements such as the introduction of real time displays across Exeter City Centre while revenue projects fund enhanced services, providing new commuter opportunities and supporting evening services.

Fare Fares – A Journey to Simplicity
As part of a national government initiative, the Department for Transport (DFT) launched a cap on all single bus fares at a maximum of £2 in January 2023.

This fare cap will remain in place until December 2024. The success of the scheme shows a simplified fare structure and, when combined with frequency and reliability improvements, a growth in patronage.

What's next?
Stagecoach's aim is to keep communities connected, safely and reliably, offering a value-for-money comfortable service. However, this comes with its own challenges.

"Buses are so important for the region, keeping rural communities connected, enabling people to access health services, work, education, and supporting the local economy. We are a driver of supporting the move to net zero, and our sustainability strategy sets out a roadmap to decarbonise by c70% by 2035 and to become a carbon-neutral business by 2050," said Peter.

Stagecoach's 2021 sustainability strategy outlines a plan to decarbonise by approximately 70% by 2035 and achieve carbon neutrality by 2050. The second phase of the Department for Transport's Zero Emission Bus Regional Areas (ZEBRA) scheme was recently announced, allocating £25 million for bids from local transport authorities in rural areas.

In partnership with Local Transport Authorities, Stagecoach is developing bids to contribute to the decarbonisation of the South West.

Across the region, Stagecoach has developed key relationships to offer bespoke ticketing and services through the Stagecoach Corporate App. This app enables businesses to provide sustainable, discounted, transport solutions for their colleagues. Through partnership working, the aim is to continue promoting a modal shift to improve congestion and air quality in towns and cities.

"We're already working with high-profile organisations in and around Exeter to support their journey with corporate ambition to get people out of their cars." Added Peter.

With over four decades of service, Stagecoach has played a significant role in supporting the communities it serves. The company shares its success with local people and communities by funding the work of local, national, and international charities. Through time, resources, money, and sponsorship, Stagecoach continues to make a significant contribution to the communities it serves.

Peter opens up about challenges on the horizon, particularly awaiting guidance from the Department for Transport on concessionary reimbursement. In a region with a unique demographic, this reimbursement is crucial for maintaining off-peak lifeline services, emphasising the social importance of concessionary travel in keeping communities connected.

Peter concluded: "Fundamentally, we are a people business, proud to be part of the community. We continue to navigate an ever-changing landscape, not merely as a bus service but as a driving force for community connection, sustainability.

“As we continue to adapt and innovate, the future holds promise for a public transport system that is not just essential but a catalyst for positive transformation.”

As a public transport business driving positive change towards a sustainable future, it seemed only natural for Stagecoach to sponsor the Greener Futures Award in this year’s Torbay Weekly Naturally Inspiring Business Awards.

The awards seek to recognise the outstanding achievement of businesses across Torbay through a diverse range of categories.

After serving the southwest for decades, Stagecoach has become a major part of the fabric of many people’s daily lives, providing a greener way to travel throughout Devon.

In Stagecoach’s ‘Driving Net Zero’ plan, the company aims to have a zero-emission electric bus fleet by 2035 and become completely carbon neutral by 2050.

Peter Knight, Managing Director at Stagecoach South West said: “We’re delighted to confirm our support as the Green Futures Category Sponsor of the Torbay Weekly Naturally Inspiring Business Awards.

“It is important for us to be part of initiatives like this that are celebrating local businesses and bringing the business community together, especially those that are advocating for meaningful change for our future.”

Other 2023 sponsors that are on board for 2024 include the Princess Theatre, the English Riviera BID Company, Bays Brewery, Interline Building Supplies, South Devon College, Wollens Solicitors, Torbay Business Forum, Majestic Holidays, Torbay Council and the Devon and Cornwall Police and Crime Commissioner’s Office.

The entries for the awards are now officially open, with a call to businesses and individuals to submit their nominations promptly and not leave it until the last minute.

The entries closing date is now 12 noon on Friday, April 26 with judging day pencilled in for Monday, April 29.

The glittering awards finals night at the Riviera International Conference Centre is taking place on Thursday, June 13.