Audit

Southern Vectis is the latest operator to request an audit from the National Federation of Bus Users (Bus Users UK). This goes well beyond mystery shopping (something that SVOC also undertakes, along with all Go Ahead subsidiaries). It’s understood that SVOC chose BUUK on the basis of BUUK’s good practice guide that outlines clearly exactly what a passenger wants.

Why don’t more operators do something similar? To date, only Go North East, Blue Star, Brighton & Hove and Trent Barton have commissioned BUUK so there’s plenty of scope for others.

SVOC’s was slightly different in that it’s the first such audit to be repeated annually, as it strives for continuous improvement. It also asks BUUK to engage with real Isle of Wight passengers in reviewing its roadside information. It has resulted in an action plan that SVOC now publishes on its blog. Accountability.

So here, at last, we may have a solid and robust role for an organisation that in the Passenger Focus era might otherwise be sidelined. There are those who feel that BUUK is a group of well meaning amateurs when in fact this sort of work proves otherwise (albeit on a consultancy basis). BUUK’s strength is harnessing actual grassroots (routes?) users, some of whom can be very critical in a positive sort of way. And there can only be three beneficiaries—passengers, the company and BUUK.

Now all we need is some sort of BUUK accreditation. How about it, Gavin?

i SVOC blog post on the audit

Expect SVOC's innovative online purchasing system real soon right now.