Surrey Bus Service Improvement Plan and Enhanced Partnership

Surrey Enhanced Partnership

The National Bus Strategy (2021) required all Local Transport Authorities in England to operate under a Franchise or Enhanced Partnership with bus operators. In Surrey we operate under an Enhanced Partnership.

Enhanced Partnership (EP) Plan and Schemes

Update November 2024

The EP Plan sets out:

• a summarised version of the Bus Service Improvement Plan (BSIP), providing the background for the proposed local bus service improvements and high-level vision and objectives for bus services in the local area. It also sets out governance structures and decision-making processes.

The EP Scheme sets out:

• the detail of how the plan, vision and objectives will be achieved, including any commitments made by the Local Transport Authority (LTA) or responsibilities to be met by bus operators. It also outlines the possible interventions and investment options to be agreed by the EP Board, part of the governance arrangements for the EP, for implementation and when.

Surrey EP Plan and Scheme November 2024 (PDF)

Bus Service Improvement Plan for Surrey

As required by the National Bus Strategy, the Council and Surrey bus operators have developed the Bus Service Improvement Plan (BSIP) for the county. The 2024 updated BSIP outlines what we want to achieve through a Surrey Enhanced Partnership between the Council and the bus operators to improve services in Surrey , with the ultimate aim of increasing bus use.

• Bus Service Improvement Plan updated 2024 (PDF)
• A Bus Passenger Charter for Surrey (PDF)
• Easy read version of the Bus Passenger Charter for Surrey (PDF)
• Bus Service Improvement Plan Target Summary updated October 2023 (PDF)
• Appendix A: Statements of support 2024 (PDF)
• Appendix B: Supporting data note updated May 2023 (PDF)
• Appendix C: Hierarchy of bus route September 2024 (PDF)
• BSIP Phase 4 Delivery Plan 2025 to 2026 (PDF)

Supporting the Bus Service Improvement Plan (BSIP) delivery with Government BSIP Phase 2 funding

In October 2023, the Government announced new funding for those authorities who did not receive any funding from the the BSIP Phase 1 process.

Surrey County Council was allocated £7.8 million of revenue funding, split over two years.

At the Cabinet Member for Highways, Transport Economic Growth Meeting on 28 November 2023, what proportion of the funding was allocated against the aspirations of our BSIP was agreed.

Bus Service Support – £1.35 million allocated

This is providing funding to bus services that are working towards restoring passenger numbers back to pre-pandemic levels.

This funding gives those operators the chance to get to a point where additional funding is not needed once the funding ends.

Service Enhancements – £2.4 million allocated

This followed input from operators on where enhancing bus services may become commercially viable when the the BSIP Phase 2 funding ends.

This is focused on increasing service frequencies and having new or extended operating hours, rather than entirely new routes.

Expanding Digital Demand Responsive Transport (DDRT) – £2.4 million allocated

Supporting the expansion of the Surrey Connect DDRT schemes.

This allows more people to have access to this flexible form of public transport, alongside our investment in zero emission vehicles.

Surrey LINK Card – £1.27 million allocated

The Surrey LINK Card gives people aged 20 and under access to half the standard adult bus fare on single and return journeys.

This BSIP Phase 2 funding supports giving £1 half fare where the £2 National Bus Fare Cap is offered by operators.

Contingency funding – £0.33 million allocated

A small amount of budget to be held in case the popularity of the LINK Card grows enough where more funding is needed to reimburse the bus operators.

Promotion of the initiatives – £0.05 million allocated

A small amount of money to use to promote the BSIP Phase 2 funded initiatives

Bus Service Improvement Plan (BSIP) delivery with Government BSIP Phase 4 funding

As part of the Government process for getting the BSIP Phase 4 funding, now called the Bus Grant, all LTAs must publish a Delivery Plan of how the funding will be spent. The plan for Surrey agreed by the Enhanced Partnership board can be found here.

• BSIP Phase 4 Delivery Plan 2025 to 2026 (PDF)

Service Enhancements

Once agreed the list of service enhancements funding by the 2025 to 2026 Bus Grant will be listed here.

Aira Explorer App - Trial for Surrey bus stations and interchanges

Background

Surrey County Council is committed to supporting blind and partially sighted people to use public transport. People with visual impairments can face challenges when using buses and trying to navigate bus stations.

Govia Thameslink Railway (GTR) have partnered with Aira.io to support visually impaired passengers get around at all of their 239 managed rail stations so people can travel more confidently on their rail network.

Using some of Government Bus Grant for 2025, Surrey County Council is trailling the use of the Aira Explorer App to extend support for people travelling across Surrey. This trial is initially focused on the 3 bus stations in the county and Woking town centre. The cost to use the App at any of these locations will be paid by the County Council.

The number of locations can increase over time during or following the successful completion of the trial.

Locations

• The Friary Bus Station, Guildford
• Redhill Bus Station
• Staines Bus Station
• The Boardway, Woking Railway Station and High Street Link bus stops

Trial participation

It is important to note that people will need their own smartphone and data plan to take part in the trial.

Anyone with access to the Aira Explorer App will be able to use and test the App throughout the trial period.

This can be done in their own time, as and when they want to or as they make their normal bus journeys.

The trial will:

• test the connection to the visual interpreters.
• test the ability of the visual interpreters to support people navigate around the different locations by simulating a journey
• get the view from users on their experience.

In-person trial session

There is an in-person trial session at Redhill Bus Station on Tuesday 17 June 2025 at 10am for anyone who is interested to attend and try the Aira Explorer App

Aira Explorer

This is an app that can connect users with a visual interpreter to help them navigate their environment, including transportation.

Trial participants will need to:

• download the Aira Explorer App and register for an account.
• be able to go to one or more of the trial locations on one or more occasions to test the app
• be willing to provide feedback on the experience using the app

Downloading Aira Explorer

Aira Explorer is available for both iOS and Android devices. Follow these steps to download the app:

• For iOS: Open the App on your iPhone or iPad. Search for Aira Explorer and tap "Get" to download the app.
• For Android. Open the App or open the Google Play Store on your Android device. Search for Aira Explorer and tap "Install" to download the app.

App use and charges

Initially, new Aira Explorer App users will get some free minutes to familiarise themselves with the app. The cost of the app use will be paid by Surrey County Council when uses at the locations covered by the trial.

App use outside of the trial locations may result in the users being charged. Participants will be advised of this on the app before costs are incurred.

User journey

When testing the app, participants will be greeted with a message explaining how the app should be used. The wording is to be agreed, but could be something like:

"This is to be used to support you travelling on the bus network in Surrey and paid for by Surrey County Council. If you are not using this service for that purpose you may be charged."

Once connected to a Aira Visual Interpreter they will ask what help is needed and support the person navigate their surroundings.

Please note that the use of the App is primarily focused on English speakers. If you do not speak English or English is not your first language, you may experience some difficulty in using the service when connected to a Visual Interpreter as there is no language interpreting offer available.

User feedback

During the trial period participants will be asked to complete a short survey asking about their thoughts and feelings about their app use and the potential for future support.  The survey is available on an online form but can also be sent by email if required.

• Aira Explorer App Trial Feedback

Trial period

The trial will initially run for 6 months with the scope to amend the location or include new ones during the period.

• Getting started with Aira Explorer App (PDF)

Bid for Zero Emissions Buses (ZEBRA)

ZEBRA is the Government's bidding programme for zero emissions buses. This document is an extract of the bid for Surrey from the document produced by the Department for Transport that was submitted on 15 December 2023.

The announcement for funding will be made towards the end of March 2024.

• Zero Emission Bus Regional Areas 2 Bid (PDF)