diamond geezer

 Tuesday, July 13, 2021

Demand-responsive bus services are increasingly popular in certain parts of the country, especially for councils with limited budgets, but also for passengers who appreciate an almost-door-to-door service. They have to be booked via an app or a phone call, unlike normal bus services where you just turn up and go, but they're still a lot cheaper than getting a taxi or an Uber.



In 2019 TfL introduced demand-responsive minibus schemes in two London boroughs, mainly to discover if and how they worked. One of the lucky boroughs was Sutton, which entirely lacks TfL tube and rail services, and the other was better-connected Ealing. If your journey was entirely within one or the other you were in luck.

 SuttonEaling
Name of serviceGoSuttonSlide Ealing
IntroducedMay 2019 November 2019 
Area covered29km227km2
Service available06:30-21:3006:00-01:00
Number of minibuses  eight 14-seaters ten 10-seaters
Flat fare£3.50£3.50

Roger French rode both, and you can check his reportage by clicking in the table above.

Both services were introduced as twelve month trials so that lessons could be learned, but in unfortunate timing the pandemic intruded so both were withdrawn in March 2020. TfL have no intention of bringing either back, which suggests the biggest lesson learned is that demand-responsive schemes are uneconomic, but they've also analysed several aspects of the trial and (silently) published a 15 page report. It's informative stuff.

 SuttonEaling
Trial duration 10 months  4 months 
Unique riders55471846
Total rides8090116275
Rides in busiest month 107175183
Awareness of scheme75%35%

The Sutton trial had the chance to gain momentum and grow awareness, whereas Ealing never really took off. Less than half a per cent of Ealing's adult population gave it a go, whereas GoSutton managed a more impressive 3%. Sutton's total ridership was also much higher, and double that of Ealing over the busiest four week period.

But these are very low numbers compared to normal bus services. In Sutton the best comparison would be with routes S3 and S4 - small single-door buses which pootle indirectly round the backstreets two or three times an hour - and these normally each carry 60,000 passengers a month, not 10,000.

  Sutton  Ealing 
Freedom Pass rides 47%31%
Wheelchair rides13%0.2%

Both services turned out to be a hit with the elderly, especially GoSutton where they accounted for almost half of the passengers. Those with Freedom Passes swiftly worked out this was essentially a free shared taxi, which often looked a lot more attractive than getting the car out of the garage or catching buses to their destination. Sutton's service proved especially attractive to those in wheelchairs - an astonishing one in six passengers were wheelchair users.

Older passengers weren't put off by an app-based service. Sutton dedicated hotline was only needed by 17% of Freedom Pass holders, and Ealing's by just 3%. The report notes that "phone bookings were low and proved costly for the service", and also that "the phone service did not provide the same level of customer experience... because there was no way to update customers on the vehicle location or show visual directions to the bus stops".

TfL don't reveal in the report whether their demand responsive buses made any money but I think we can safely assume not. With fewer than 100,000 passengers and so many wielding Freedom Passes the total takings must have been less than £200,000, which'd never cover eighteen vehicles, their drivers and all the backroom staff. Also fares were lowered after a few months to try to boost passenger numbers, which is a perfectly reasonable tactic to try in an information-gathering trial but will have knocked income down even further.

The big hope with DRT is usually that it'll take car drivers off the road but this didn't really happen. Only 29% of GoSutton users would have taken a car or taxi to complete their journey, whereas over half would otherwise have used the bus... so TfL were just taking passengers away from themselves.

Many people who downloaded the app and registered an account never used it to take a journey (amounting to 39% in Sutton and 25% in Ealing). One issue may have been that requesting a trip was no guarantee of being offered one. On average 12% of requests for trips on GoSutton were not met, rising to a whopping 35% for Slide Ealing... and if you can't rely on a service you're less likely to use it. Also the average wait time for a ride was about 10 minutes, and not everyone was willing to wait that long.

  Sutton  Ealing 
Bookings involving sharing a vehicle 56%36%
Passengers per driver hour3.92.0

In Sutton you had a roughly fifty-fifty chance of getting the minibus to yourself, whereas in Ealing two in three took solo rides. This is reflected in the fact that drivers weren't generally carrying more than four passengers an hour - way below what would be expected on a normal London bus route. We're told "both services had empty mileage on more than half the kilometres operated", which is no way to run an efficient service.

But most of those who used the service rated it very highly, particularly the helpfulness of the driver and the cleanliness of the vehicle. Even paying customers thought it was good value for money, perhaps comparing it to the cost of a taxi or the inconvenience of a bus. The key issue proved to be that only a small number of potential passengers were taking advantage...
"The service offered more direct journeys, but it proved difficult to persuade people to use it."
The report concludes by saying that TfL are already using the results of the trial to improve their Dial-a-Ride service, and are also keen to share their data with local authorities elsewhere in the country. But it seems London has such a good transport network, even in its outer reaches, that demand responsive bus services don't look like being a realistic way forward.


<< click for Newer posts

click for Older Posts >>


click to return to the main page


...or read more in my monthly archives
Jan24  Feb24  Mar24  Apr24
Jan23  Feb23  Mar23  Apr23  May23  Jun23  Jul23  Aug23  Sep23  Oct23  Nov23  Dec23
Jan22  Feb22  Mar22  Apr22  May22  Jun22  Jul22  Aug22  Sep22  Oct22  Nov22  Dec22
Jan21  Feb21  Mar21  Apr21  May21  Jun21  Jul21  Aug21  Sep21  Oct21  Nov21  Dec21
Jan20  Feb20  Mar20  Apr20  May20  Jun20  Jul20  Aug20  Sep20  Oct20  Nov20  Dec20
Jan19  Feb19  Mar19  Apr19  May19  Jun19  Jul19  Aug19  Sep19  Oct19  Nov19  Dec19
Jan18  Feb18  Mar18  Apr18  May18  Jun18  Jul18  Aug18  Sep18  Oct18  Nov18  Dec18
Jan17  Feb17  Mar17  Apr17  May17  Jun17  Jul17  Aug17  Sep17  Oct17  Nov17  Dec17
Jan16  Feb16  Mar16  Apr16  May16  Jun16  Jul16  Aug16  Sep16  Oct16  Nov16  Dec16
Jan15  Feb15  Mar15  Apr15  May15  Jun15  Jul15  Aug15  Sep15  Oct15  Nov15  Dec15
Jan14  Feb14  Mar14  Apr14  May14  Jun14  Jul14  Aug14  Sep14  Oct14  Nov14  Dec14
Jan13  Feb13  Mar13  Apr13  May13  Jun13  Jul13  Aug13  Sep13  Oct13  Nov13  Dec13
Jan12  Feb12  Mar12  Apr12  May12  Jun12  Jul12  Aug12  Sep12  Oct12  Nov12  Dec12
Jan11  Feb11  Mar11  Apr11  May11  Jun11  Jul11  Aug11  Sep11  Oct11  Nov11  Dec11
Jan10  Feb10  Mar10  Apr10  May10  Jun10  Jul10  Aug10  Sep10  Oct10  Nov10  Dec10 
Jan09  Feb09  Mar09  Apr09  May09  Jun09  Jul09  Aug09  Sep09  Oct09  Nov09  Dec09
Jan08  Feb08  Mar08  Apr08  May08  Jun08  Jul08  Aug08  Sep08  Oct08  Nov08  Dec08
Jan07  Feb07  Mar07  Apr07  May07  Jun07  Jul07  Aug07  Sep07  Oct07  Nov07  Dec07
Jan06  Feb06  Mar06  Apr06  May06  Jun06  Jul06  Aug06  Sep06  Oct06  Nov06  Dec06
Jan05  Feb05  Mar05  Apr05  May05  Jun05  Jul05  Aug05  Sep05  Oct05  Nov05  Dec05
Jan04  Feb04  Mar04  Apr04  May04  Jun04  Jul04  Aug04  Sep04  Oct04  Nov04  Dec04
Jan03  Feb03  Mar03  Apr03  May03  Jun03  Jul03  Aug03  Sep03  Oct03  Nov03  Dec03
 Jan02  Feb02  Mar02  Apr02  May02  Jun02  Jul02 Aug02  Sep02  Oct02  Nov02  Dec02 

jack of diamonds
Life viewed from London E3

» email me
» follow me on twitter
» follow the blog on Twitter
» follow the blog on RSS

» my flickr photostream

twenty blogs
our bow
arseblog
ian visits
londonist
broken tv
blue witch
on london
the great wen
edith's streets
spitalfields life
linkmachinego
round the island
wanstead meteo
christopher fowler
the greenwich wire
bus and train user
ruth's coastal walk
round the rails we go
london reconnections
from the murky depths

quick reference features
Things to do in Outer London
Things to do outside London
Inner London toilet map
20 years of blog series
The DG Tour of Britain
London's most...

read the archive
Apr24  Mar24  Feb24  Jan24
Dec23  Nov23  Oct23  Sep23
Aug23  Jul23  Jun23  May23
Apr23  Mar23  Feb23  Jan23
Dec22  Nov22  Oct22  Sep22
Aug22  Jul22  Jun22  May22
Apr22  Mar22  Feb22  Jan22
Dec21  Nov21  Oct21  Sep21
Aug21  Jul21  Jun21  May21
Apr21  Mar21  Feb21  Jan21
Dec20  Nov20  Oct20  Sep20
Aug20  Jul20  Jun20  May20
Apr20  Mar20  Feb20  Jan20
Dec19  Nov19  Oct19  Sep19
Aug19  Jul19  Jun19  May19
Apr19  Mar19  Feb19  Jan19
Dec18  Nov18  Oct18  Sep18
Aug18  Jul18  Jun18  May18
Apr18  Mar18  Feb18  Jan18
Dec17  Nov17  Oct17  Sep17
Aug17  Jul17  Jun17  May17
Apr17  Mar17  Feb17  Jan17
Dec16  Nov16  Oct16  Sep16
Aug16  Jul16  Jun16  May16
Apr16  Mar16  Feb16  Jan16
Dec15  Nov15  Oct15  Sep15
Aug15  Jul15  Jun15  May15
Apr15  Mar15  Feb15  Jan15
Dec14  Nov14  Oct14  Sep14
Aug14  Jul14  Jun14  May14
Apr14  Mar14  Feb14  Jan14
Dec13  Nov13  Oct13  Sep13
Aug13  Jul13  Jun13  May13
Apr13  Mar13  Feb13  Jan13
Dec12  Nov12  Oct12  Sep12
Aug12  Jul12  Jun12  May12
Apr12  Mar12  Feb12  Jan12
Dec11  Nov11  Oct11  Sep11
Aug11  Jul11  Jun11  May11
Apr11  Mar11  Feb11  Jan11
Dec10  Nov10  Oct10  Sep10
Aug10  Jul10  Jun10  May10
Apr10  Mar10  Feb10  Jan10
Dec09  Nov09  Oct09  Sep09
Aug09  Jul09  Jun09  May09
Apr09  Mar09  Feb09  Jan09
Dec08  Nov08  Oct08  Sep08
Aug08  Jul08  Jun08  May08
Apr08  Mar08  Feb08  Jan08
Dec07  Nov07  Oct07  Sep07
Aug07  Jul07  Jun07  May07
Apr07  Mar07  Feb07  Jan07
Dec06  Nov06  Oct06  Sep06
Aug06  Jul06  Jun06  May06
Apr06  Mar06  Feb06  Jan06
Dec05  Nov05  Oct05  Sep05
Aug05  Jul05  Jun05  May05
Apr05  Mar05  Feb05  Jan05
Dec04  Nov04  Oct04  Sep04
Aug04  Jul04  Jun04  May04
Apr04  Mar04  Feb04  Jan04
Dec03  Nov03  Oct03  Sep03
Aug03  Jul03  Jun03  May03
Apr03  Mar03  Feb03  Jan03
Dec02  Nov02  Oct02  Sep02
back to main page

the diamond geezer index
2023 2022
2021 2020 2019 2018 2017
2016 2015 2014 2013 2012
2011 2010 2009 2008 2007
2006 2005 2004 2003 2002

my special London features
a-z of london museums
E3 - local history month
greenwich meridian (N)
greenwich meridian (S)
the real eastenders
london's lost rivers
olympic park 2007
great british roads
oranges & lemons
random boroughs
bow road station
high street 2012
river westbourne
trafalgar square
capital numbers
east london line
lea valley walk
olympics 2005
regent's canal
square routes
silver jubilee
unlost rivers
cube routes
Herbert Dip
metro-land
capital ring
river fleet
piccadilly
bakerloo

ten of my favourite posts
the seven ages of blog
my new Z470xi mobile
five equations of blog
the dome of doom
chemical attraction
quality & risk
london 2102
single life
boredom
april fool

ten sets of lovely photos
my "most interesting" photos
london 2012 olympic zone
harris and the hebrides
betjeman's metro-land
marking the meridian
tracing the river fleet
london's lost rivers
inside the gherkin
seven sisters
iceland

just surfed in?
here's where to find...
diamond geezers
flash mob #1  #2  #3  #4
ben schott's miscellany
london underground
watch with mother
cigarette warnings
digital time delay
wheelie suitcases
war of the worlds
transit of venus
top of the pops
old buckenham
ladybird books
acorn antiques
digital watches
outer hebrides
olympics 2012
school dinners
pet shop boys
west wycombe
bletchley park
george orwell
big breakfast
clapton pond
san francisco
thunderbirds
routemaster
children's tv
east enders
trunk roads
amsterdam
little britain
credit cards
jury service
big brother
jubilee line
number 1s
titan arum
typewriters
doctor who
coronation
comments
blue peter
matchgirls
hurricanes
buzzwords
brookside
monopoly
peter pan
starbucks
feng shui
leap year
manbags
bbc three
vision on
piccadilly
meridian
concorde
wembley
islington
ID cards
bedtime
freeview
beckton
blogads
eclipses
letraset
arsenal
sitcoms
gherkin
calories
everest
muffins
sudoku
camilla
london
ceefax
robbie
becks
dome
BBC2
paris
lotto
118
itv