GREATER MANCHESTER INTEGRATED TRANSPORT AUTHORITY REPORT ...

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GREATER MANCHESTER INTEGRATED TRANSPORT AUTHORITY

REPORT FOR RESOLUTION/INFORMATION

COMMITTEE: Rail and Metrolink Networks
DATE: 18 March 2011
SUBJECT: Deployment of Metrolink Travel Safe Officers
REPORT OF: Metrolink Director, GMPTE

PURPOSE OF REPORT
To inform Members of the deployment of Travel Safe Officers on the Metrolink
system over recent months.

RECOMMENDATIONS
Members are invited to consider the report and to note the deployment of
Travel Safe Officers.

BACKGROUND DOCUMENTS
Report to Rail and Metrolink Networks 28 January 2011.

CONTACT OFFICERS

Philip Purdy 0161 244 1040 [email protected]
Mark Taylor 0161 244 1538 [email protected]
Louise Poole 0161 244 1490 [email protected]

1.0 Introduction

1.1 The role of the Travel Safe Officer (“TSO”) was introduced to the
Metrolink system in July 2008. This report has been prepared to update
Members on the activities of the TSOs during Periods 9 and 10 of
Stagecoach operations (Monday December 13th – Sunday February
6th). The report addresses the three core duties of the TSOs; revenue
protection, security and customer care.

2.0 Revenue Protection

2.1 During Periods 9 and 10 inclusive, 1,983 standard fares in total were
issued. Of the Standard Fares issued, typically, based on previous
experience it is expected that 33% will be £50 payments made within
14 days, 5% will be £100 payments, 3% will be paid in instalments,
16% will be warnings to juveniles when this is the first offence, 35% will
be referred to the Courts to seek prosecution, 5% will be withdrawn
and in 3% of cases, an appeal will be successfully upheld.

2.2 Weekly review meetings continue to take place with the Operator to
plan revenue protection operations based on TVM sales figures,
standard fares statistics and intelligence. Results of previous
operations and the fare evasion surveys represent a significant part of
the scheduling of future operations and assist in effective targeting of
stops by time of day.

2.3 A chart documenting the number of standard fares issued is shown
below.

2.4 The number of standard fares issued decreased during periods 9 as
TSOs were deployed on City Centre stops as part of Operation Frost
(the annual awareness against pickpockets’ campaign) and also
dealing with the residual bad weather at tram stops. The numbers of
standard fares issued increased again in Period 10. The numbers of
revenue protection operations remains consistent with previous periods
and continue to provide a high profile presence on the network;
providing an active deterrent to ticketless and fraudulent travel.

2.5 Earlier this year, Greater Manchester Magistrates Courts amalgamated
their court enforcement activities and centralised the court enforcement
operation from Manchester City Centre Magistrates Courts. Court
enforcement activities continue to be monitored by GMPTE and the
Operator and further meetings have taken place with officers from the
Courts.

Standard Fares & RTI's

2,500

2,000

1,500

No.

1,000

500

0 Jul Aug Sep Oct Nov Dec Jan
Feb Mar Apr May Jun Month

10/ 11 09/ 10

3.0 Security

3.1 There continues to be a number of joint police and revenue protection
operations carried out with Greater Manchester Police across the
system. These include the following operations during Period 9 and 10:

3.1.1 December 17th - Knife Enabled Crime Operation: The operation,
conducted in conjunction with the Tactical Aid Unit from GMP,
targeted Piccadilly Gardens between 15:00 and 18:00. 69
standard fares were issued and no arrests were made.

3.1.2 December 22nd – Knife Enabled Crime Operation: The daytime
operation was conducted in conjunction with GMP at Victoria
and Deansgate-Castlefield. 21 standard fares were issued
during the block at Victoria which ran between 12:00 and 14:00.
One arrest was made for breach of bail conditions. 91 standard
fares were issued at Deansgate-Castlefield between 15:00 and
18:00 and one arrest was made.

3.1.3 January 6th – Knife Enabled Crime Operation: The early morning
operation targeted Victoria station from 06:30 to 13:00. 59
standard fares were issued and no arrests were made.

3.1.4 January 11th – Anti-social behaviour operation Besses o’th’Barn:
Following a number of incidents at Besses o’th’Barn tram stop
relating to youths throwing stones at trams as they pass Victoria
Park, a joint operation was conducted with the N Division of
GMP, dispersing any youths that were congregating in this area.
On January 11th, there was a report of youths placing ballast on
the track. Police and TSOs apprehended two youths and anti-
social behaviour orders are now being sought.

3.1.5 January 19th – Knife Enabled Crime Operation: The operation,
conducted in conjunction with GMP, targeted Stretford and
Crumpsall. 64 standard fares were issued between 12:30 and
14:30 at Stretford and 2 arrests were made; one for breach of

bail conditions and one for carrying false or stolen identification.
At Crumpsall, between 16:00 and 18:00, 57 standard fares were
issued and one fixed penalty notice was issued by the Police for
littering offences.

3.1.6 January 23rd and January 29th - Knife Enabled Crime Operation:
Two operations were conducted with GMP following an increase
in the number of burglaries in the Crumpsall area. The
operations took place over two consecutive Saturday nights
between 17:30 and 21:00 and 86 standard fares were issued in
total. No arrests were made.

3.2 The police operations continue to generate very positive feedback from
both GMP and passengers and help to demonstrate the commitment to
safety and security on the system.

3.3 Refresher training for accredited TSOs will take place during March
2011 which will include a module on notebook management: this will
then provide TSOs with the necessary tools and knowledge to issue
fixed penalty notices.

3.4 Formal confirmation has been received from the Association of Chief
Police Officers (ACPO) that they will oversee and administer the Safer
Tram Stop Award. This will provide a dedicated award scheme for light
rail systems rather than the Secure Stations scheme which is aimed at
heavy rail stations. A working group has been set up to identify the
stops to be put forward for initial assessment.

3.5 Crime figures have been provided by GMAC (Greater Manchester
Against Crime) in addition to incident reports submitted by Stagecoach.
The figures are summarised as follows. There were 22 crimes reported
by the Operator compared to 41 in the same period in 2010 including 1
threat to a TSO, 1 object left on the line and 1 instance of verbal abuse
to a driver. There were 4 incidents of vandalism and 3 incidents of drug
use. There was a serious assault on a member of the public at Victoria
Station to which the police and TSOs attended, and one serious case
of a man armed with a knuckleduster who was arrested after being
spotted by a TSO during a ticket check.

3.6 A monthly meeting has been set up with GMPTE Metrolink, GMPTE
Crime Reduction team and the Operator to improve communication of
incidents and offenders on the network. This has been successful in
sharing intelligence between parties about criminal activity more
effectively and will continue.

3.7 An ongoing joint operation with Trafford’s anti-social behaviour team
and colleagues in the PTE’s Bus team has been set up to target anti-
social behaviour at Altrincham Interchange. High profile operations
were conducted during a number of Thursday and Friday afternoon /
evening periods during period 9 and 10 to provide a visible presence

on the platform. The Carlisle Response team patrolled the bus station
within the Interchange. This type of operation is planned to continue
and has had a positive impact in deterring anti-social behaviour in the
area.

3.8 Following a spate of incidents involving youths throwing stones at
passing trams, TSOs worked in conjunction with the local
neighbourhood policing unit from GMP to conduct several high profile
operations in that particular area. Three youths were arrested and
awarded Anti-Social Behaviour Contracts for anti-social behaviour and
criminal damage.

3.9 The Operator continues to work closely with the police and other
agencies in an attempt to reduce the number of incidents and improve
the security of the passengers and staff on the system.

4.0 Special Events

4.1 An additional four double units were used to accommodate football
fans from Old Trafford following a Manchester United v Arsenal fixture
on December 13th. An additional 3 double units were used to clear
football fans after the Manchester United v Sunderland fixture on
December 26th and four additional units were used to accommodate
football fans following the Manchester United v Stoke City game on
January 4th.

4.2 Two additional single units were used to accommodate crowds for the
JLS concert at the MEN area on January 23rd.

5.0 Customer Care

5.1 During the periods covered by this report, TSOs were required to carry
out customer care to assist passengers with using the tram
replacement bus services arranged as a result of the possession to
undertake construction works for the new Abraham Moss stop. TSOs,
and Future Jobs Fund staff were deployed at affected tram stops to
advise customers of the alternative arrangements in place.

5.2 GMPTE continues to work in close partnership with the Operator to
improve the performance and development of TSOs, including the
recruitment of additional TSOs to staff the new lines. A number of
improvements have been made including providing the TSOs with
better equipment to keep in touch with the Control Room to ensure that
they are informed of any service disruption. The Operator is also
working on improved customer service training for TSOs so that they
are able to provide higher levels of service.

5.3 TSOs continue to closely monitor operations at Bury car park following
complaints from passengers that the car park is being used by people
who are not using Metrolink. TSOs stop each car entering the car park

and require drivers to either show their ticket or buy one from the TSO.
Many drivers have no intention of travelling on Metrolink and are turned
away. The operation at Bury was held on two consecutive weekdays in
December generating more than £140 in ticket sales at the entrance,
while 50 cars were turned away. These operations are very popular
with Metrolink passengers who welcome the sight of TSOs checking
and selling tickets as cars enter the car park. These operations will
continue to be carried out each period.

5.4 The Operator continues to employ Customer Care Assistants through
the Future Jobs Fund initiative which is designed to encourage
youngsters into work who have been unemployed for six months or
more. At present, the Operator has a team of 16 customer care
assistants. A recruitment drive took place in February to recruit
additional staff to raise the level of staff to the full complement of 20
funded by the government. Future Jobs Fund staff have been
invaluable in providing customer care duties during periods of
disruption or planned possessions.

6.0 Recommendations

Please see front sheet of report.

Philip Purdy
Metrolink Director