Welcome to M6 Toll - Macquarie Bank
Welcome to M6 Toll - Macquarie Bank
Welcome to M6 Toll - Macquarie Bank
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1<br />
<strong>Welcome</strong> <strong>to</strong> <strong>M6</strong> <strong>Toll</strong><br />
Operating the <strong>M6</strong> <strong>Toll</strong>
2<br />
Table of contents<br />
1. The Company and Controls TF<br />
2. The Region and Our Impact TF<br />
3. Transportation Policy in the UK TF<br />
4. <strong>M6</strong> <strong>Toll</strong> Traffic and Performance Fac<strong>to</strong>rs –<br />
Revenue – Elasticity<br />
TF<br />
5. Delivery Our Unique Service JH PC<br />
6. Operations Mo<strong>to</strong>rway – <strong>Toll</strong>ing- Systems CM<br />
7. Improving the Service – Upgrades - M54 TF<br />
8. Other Revenue TF<br />
9. Understanding our Cus<strong>to</strong>mers - Surveys TF<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
3<br />
MIG Portfolio - Asset Split by Value<br />
Skyway 3%<br />
SBX<br />
2% Lusoponte 2%<br />
ITR 3%<br />
Greenway 4%<br />
Westlink M7<br />
8%<br />
407 ETR<br />
37%<br />
APRR<br />
11%<br />
<strong>M6</strong> <strong>Toll</strong><br />
30%<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
4<br />
MEL Governance Structure<br />
Non-executive chairman<br />
Nick Paul<br />
Chief Executive Officer<br />
Tom Fanning<br />
Employed by <strong>M6</strong> <strong>Toll</strong><br />
Executive Direc<strong>to</strong>r<br />
David Harrison<br />
<strong>Macquarie</strong><br />
Direc<strong>to</strong>r<br />
Sean MacDonald<br />
<strong>Macquarie</strong> Associate Direc<strong>to</strong>r<br />
No sub committees – all matters are dealt with at Board level<br />
All senior staff appointed with MIG involvement<br />
Close working relationship between MIG and <strong>M6</strong> <strong>Toll</strong> staff<br />
Strategy Vision 2012 On Track<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
5<br />
MEL Staff Organisation<br />
CEO<br />
Finance<br />
Traffic &<br />
Admin<br />
HR<br />
Systems<br />
Mo<strong>to</strong>rway<br />
Operations<br />
& Services<br />
<strong>Toll</strong>ing<br />
14<br />
staff<br />
5<br />
staff<br />
2<br />
staff<br />
2<br />
staff<br />
11<br />
staff<br />
39<br />
staff<br />
70<br />
staff<br />
143 MEL <strong>M6</strong> <strong>Toll</strong> operational staff<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
6<br />
The <strong>M6</strong> <strong>Toll</strong> His<strong>to</strong>ry<br />
• Concession Midland<br />
Expressway Limited (Aug<br />
1992) and DfT<br />
• 100% private sec<strong>to</strong>r funding<br />
• Construction cost £485 million<br />
• Total cost £900 million<br />
• MEL bears full patronage risk<br />
• 45 years <strong>to</strong> run<br />
• 100% <strong>Macquarie</strong> asset £900 million<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
7<br />
Key Facts Since Opening Timeline<br />
Cus<strong>to</strong>mers:<br />
10m<br />
20m<br />
26m<br />
51m<br />
68m<br />
Construction<br />
begun<br />
2001<br />
<strong>M6</strong> <strong>Toll</strong><br />
opens<br />
9 Dec<br />
’03<br />
Revised<br />
pricing<br />
Aug<br />
’04<br />
Mar<br />
’05<br />
Price<br />
rise<br />
Jun<br />
’05<br />
Price<br />
rise<br />
Jan<br />
’07<br />
Price<br />
rise<br />
Jan<br />
’08<br />
1992<br />
Concession<br />
signed<br />
May<br />
’03<br />
<strong>Toll</strong> charge<br />
announcement<br />
Jul<br />
’04<br />
Haulage<br />
industry<br />
initiative<br />
Dec<br />
’04<br />
Apr<br />
’05<br />
HGV Tags<br />
price online<br />
discount<br />
Charity<br />
drive<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
8<br />
<strong>Toll</strong>ed Mo<strong>to</strong>rways / Bridges / Tunnels<br />
• Mo<strong>to</strong>rways<br />
<strong>M6</strong> <strong>Toll</strong>*<br />
• Bridges<br />
Second Severn Crossing<br />
Forth Road Bridge<br />
• Tunnels<br />
Mersey Tunnels<br />
Dartford Crossing*<br />
Tyne Tunnel<br />
• Congestion Charging TFL* – Manchester – Birmingham<br />
• Interoperability<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
9<br />
Revenue Maximisation Facts<br />
• The <strong>M6</strong><strong>Toll</strong> has the flexibility <strong>to</strong> set its own pricing<br />
• There are alternative free route (albeit congested)<br />
• <strong>M6</strong> – A5 – A38 – A50<br />
The Challenges within.<br />
• Understanding Road Users<br />
• Understanding Elasticity <strong>to</strong> Price Increases<br />
• Adapting Pricing Policy for Revenue Maximisation<br />
• Creating Cost Efficiencies Driving EBITDA<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
10<br />
The <strong>M6</strong> <strong>Toll</strong><br />
Location Key Facts<br />
Pop:<br />
2.1m<br />
Manchester<br />
• BNRR<br />
• Alternative <strong>to</strong> the<br />
congested <strong>M6</strong> through<br />
Birmingham between<br />
Junctions 4 & 11<br />
J11<br />
<strong>M6</strong> TOLL<br />
• 7 <strong>to</strong>ll stations<br />
<strong>M6</strong><br />
• Mo<strong>to</strong>rway Service Area<br />
J4<br />
• Link from <strong>M6</strong> <strong>Toll</strong> <strong>to</strong> M54<br />
Pop:<br />
8.1m<br />
London<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
11<br />
UK<br />
• Two Main Arterial<br />
Routes<br />
• M1 --- <strong>M6</strong><br />
Operating the <strong>M6</strong> <strong>Toll</strong>
12<br />
Relationships with Stakeholders<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
13<br />
Regional Influence<br />
• The importance of the<br />
local market<br />
• South Staffordshire PB<br />
• <strong>M6</strong> Expressway<br />
• Southern Staffordshire<br />
Partnership Board<br />
• North Staffordshire RP<br />
• M54 link<br />
• Regenco Sandwell<br />
<strong>M6</strong> <strong>Toll</strong><br />
North<br />
Widen <strong>M6</strong><br />
M54 link<br />
<strong>M6</strong> <strong>Toll</strong><br />
Operating the <strong>M6</strong> <strong>Toll</strong>
14<br />
The Region and our Impact on Development<br />
Regional Economic Growth<br />
% growth per annum<br />
6<br />
4<br />
2<br />
Pritchard<br />
Holdings<br />
0 94 95 96 97 98 99 00 01 02 03 04 05 6 07 08 09<br />
Regional Employment Growth<br />
% growth per annum<br />
4<br />
3<br />
2<br />
1<br />
0<br />
Retail Park<br />
-2 94 95 96 97 98 99 00 01 02 03 04 05 6 07 08 09<br />
UK South East West Midlands<br />
Kingswood<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
15<br />
Housing Market Surge<br />
• Lichfield house prices<br />
have risen by 16% <strong>to</strong><br />
November 2007<br />
• Tamworth house prices<br />
risen by 9%<br />
• Burntwood favoured first<br />
time buyers location
16<br />
Property Development - more homes<br />
Fradley:<br />
Fradley<br />
<strong>M6</strong> <strong>Toll</strong><br />
8000 New homes <strong>to</strong> be built –<br />
Easy access <strong>to</strong> <strong>M6</strong> <strong>Toll</strong>
17<br />
Property Development Expansion Corridor<br />
• Telford<br />
• Growth Corridor along M54 – Mixed Development<br />
• Business – Science Park - Housing<br />
3000 New homes<br />
Great for M54 Link!!!<br />
Source: http://www.easier.com/view/UK_Property_News/Shropshire/article-160300.html
18<br />
Property Development Mixed Uses<br />
• 500 homes planned for Nor<strong>to</strong>n<br />
Canes (Potentially 1,500 more<br />
residents)<br />
• Eight hectare business park on the<br />
site, east of Nor<strong>to</strong>n Hall Lane and<br />
north of the <strong>M6</strong> <strong>Toll</strong>.<br />
• West Kingswood Lakes and<br />
Pritchard Developments.<br />
• City Centre Expansion Lichfield<br />
Source: http://www.expressandstar.com/2008/02/09/500-new-homes-set-for-village/
19<br />
Employment Growth : Distribution<br />
Kingswood Lakeside:<br />
• Home <strong>to</strong> Unilever’s £50 million<br />
400,000 sq ft national distribution<br />
depot<br />
• 650,000sq ft distribution centre for<br />
food service wholesale distribu<strong>to</strong>r<br />
3663.<br />
• Tesco 1,000,000 sq ft depot at<br />
Fradley on A38
20<br />
UK Market The <strong>M6</strong><strong>Toll</strong> and Government Policy<br />
UNDERSTAND THE MARKET AND CUSTOMERS<br />
“More of us and we go further”<br />
• 500 billion kilometres travelled Record Last Year<br />
• Car traffic increased in UK<br />
1.3% 2005 – 2006 per annum<br />
12% since 1996<br />
85% since 1955<br />
<strong>M6</strong> <strong>Toll</strong> dominated by Cars<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
21<br />
Driving the Nation<br />
More Traffic<br />
Less Investment<br />
Vehicle kilometres and GDP, index: 1980 = 100<br />
Investment in road infrastructure, £bn: 2004/5 prices<br />
200<br />
180<br />
160<br />
140<br />
120<br />
100<br />
80<br />
60<br />
1980 1985 1990 1995 2000 2005<br />
<strong>to</strong>tal vehicle km GDP<br />
£bn<br />
8<br />
7<br />
6<br />
5<br />
4<br />
3<br />
2<br />
1<br />
1985 1990 1995 2000 2005<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: The Times February 16 2007
22<br />
Driving the Nation<br />
Mo<strong>to</strong>r vehicles<br />
(massive increase)<br />
More cars per household<br />
(two car family nation)<br />
Mo<strong>to</strong>r vehicles currently licensed, millions<br />
More cars per household<br />
40<br />
50<br />
35<br />
m<br />
30<br />
25<br />
20<br />
40<br />
m<br />
30<br />
20<br />
15<br />
10<br />
10<br />
5<br />
1985 1990 1995 2000 2005<br />
0<br />
1980 1985 1990 1995 2000 2005<br />
tw o or more cars one car no car<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: The Times February 16 2007
23<br />
Transportation Policy UK<br />
Cost of Driving:<br />
EDDINGTON REPORT<br />
• Congestion <strong>to</strong> cost a<br />
staggering £25 billion by 2025<br />
• 13% of traffic would be<br />
subject <strong>to</strong> s<strong>to</strong>p-start travel<br />
conditions<br />
• No decision has yet been<br />
taken on road pricing<br />
• 10 years before a national<br />
scheme was technologically<br />
feasible
24<br />
Manchester Congestion Charge Plans<br />
£5 charge <strong>to</strong> be introduced<br />
in 2013<br />
Only drivers travelling with<br />
the main flow of traffic in<strong>to</strong><br />
the City between 7am and<br />
9:30 and those travelling out<br />
between 4pm and 6:30pm<br />
will be charged<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: The Times 7 June 2008
25<br />
Top Road Building Projects since 1997<br />
£11.5bn estimated spending on<br />
roads since 1997<br />
£28.4m cost of building a mile<br />
of mo<strong>to</strong>rway<br />
405 miles of mo<strong>to</strong>rway built<br />
since 1997<br />
2003 – 85 miles of new<br />
mo<strong>to</strong>rway built<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: The Times 11 March 2008
26<br />
Road Cost Estimates<br />
New Procurement of<br />
Roads Proposed within<br />
Agency.<br />
“There is something<br />
seriously wrong with<br />
financial planning and<br />
contract management of<br />
major roads schemes.”<br />
Norman Baker MP<br />
Liberal Democrats<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: New Civil Engineer 20.3.08
27<br />
UK 2008<br />
Expressway<br />
Abandoned<br />
Widening<br />
Abandoned<br />
<strong>M6</strong> ATM<br />
<strong>Toll</strong>ed<br />
Lanes<br />
New link <strong>to</strong><br />
M54<br />
Options<br />
being<br />
Explored<br />
HA & MEL<br />
<strong>M6</strong> <strong>Toll</strong><br />
Operating the <strong>M6</strong> <strong>Toll</strong>
28<br />
ATM Seen as Solution Role Out<br />
HA Invite bids <strong>to</strong> role out ATM<br />
M42 Trials Satisfac<strong>to</strong>ry<br />
80% cus<strong>to</strong>mers satisfied with<br />
trials<br />
60% want National role out<br />
PHASE 2<br />
<strong>M6</strong> J8 – J10a<br />
PHASE 3<br />
<strong>M6</strong> J3 – J5<br />
PHASE 1<br />
<strong>M6</strong> J4 – J5<br />
M42 J7 – J9<br />
M40 J16 – J3a<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
29<br />
ATM – Birmingham Box Rollout<br />
Birmingham Mo<strong>to</strong>rway Box<br />
£150m Transport Innovation Fund<br />
£96 million works contract<br />
34km of carriageway<br />
Phase 1 Construction 2008 -10<br />
<strong>M6</strong> Junction 4-5<br />
M42 Junction 7-9<br />
M40 Junction 16 <strong>to</strong> 3/3A<br />
Phase 2 Construction 2009-11<br />
<strong>M6</strong> Junction 8(W) <strong>to</strong> 10A<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
30<br />
Spaghetti Junction - Birmingham<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
31<br />
ATM – Birmingham Box Rollout by network<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
32<br />
ATM – Where next<br />
Secretary of State Announcement 4 March<br />
2008<br />
Advanced Mo<strong>to</strong>rway Signalling and Traffic<br />
Management Feasibility Study<br />
Mo<strong>to</strong>rways under consideration :<br />
M1: J15-17; J18-19; J24-25;<br />
J28-35a (excluding the J31-32 link); and<br />
J40-42<br />
M3: J2-4a and J11-14<br />
M4: J3-4; 5-8/9; J10-12; and J19-20<br />
M5: J4a-6 and J16-17<br />
<strong>M6</strong>: J2-4; J5-8W; J11-14; J15-19; and J21a-24<br />
M20: J3-5<br />
M23: J8-J10<br />
M27: J5-7; J8-9; and J10-11<br />
<strong>M6</strong>0: J8-9; J10-12; J19-24; J24-25; and J27-J4<br />
<strong>M6</strong>2: J10-12; J18-20; J25-28; and J29-30<br />
M56: From start-J2/3; J6-7.<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
33<br />
Classification: Class 2<br />
Day<br />
06:00 - 23.00<br />
Night<br />
23.00 - 06.00<br />
£4.50 £3.50<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
34<br />
Current Mainline <strong>Toll</strong> Prices<br />
<br />
<br />
<br />
<br />
<br />
<br />
£2.50<br />
£4.50<br />
£8.00<br />
£9.00<br />
<br />
<br />
£1.50<br />
£3.50<br />
£7.00<br />
£8.00<br />
<br />
£9.00<br />
£8.00<br />
“Revenues Maximised”<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
35<br />
O & M Strategy Control Outputs<br />
MEL CONTROL<br />
• day <strong>to</strong> day operation<br />
• <strong>to</strong>ll collection<br />
• minor maintenance<br />
• winter maintenance<br />
• asset management<br />
• public relations<br />
• marketing<br />
MEL Outsource Only<br />
• major maintenance<br />
• cash transfer & security<br />
• TCS 2 nd line maintenance<br />
• Communications<br />
• MSA operation<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
36<br />
Our Business Goals : Drive Revenue / Minimise Costs<br />
• Maximise revenue: <strong>Toll</strong>s ; Other Means<br />
• Moni<strong>to</strong>r and Adjust<br />
• Minimise <strong>to</strong>ll collection costs<br />
• Provide and Enhance a premier service<br />
• Cus<strong>to</strong>mer focussed service<br />
• Maximise traffic throughput / Experience<br />
• Educate the cus<strong>to</strong>mer<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
37<br />
<strong>M6</strong> <strong>Toll</strong> Traffic 2005<br />
Off Slips<br />
13.0%<br />
87.0%<br />
Mainline<br />
<strong>Toll</strong><br />
Plazas<br />
Night<br />
92.83%<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
96.4%<br />
Day<br />
Class 1 0.21%<br />
Class 2 92.83%<br />
Class 3 0.44%<br />
Class 4 4.20%<br />
Class 5 2.31%<br />
Class 6+ 0.01%
38<br />
<strong>M6</strong> <strong>Toll</strong> Traffic 2006<br />
Off Slips<br />
13.0%<br />
87.0%<br />
Mainline<br />
<strong>Toll</strong><br />
Plazas<br />
Night<br />
91.87%<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
95.8%<br />
Day<br />
Class 1 0.21%<br />
Class 2 91.87%<br />
Class 3 0.45%<br />
Class 4 4.45%<br />
Class 5 3.01%<br />
Class 6+ 0.01%
39<br />
<strong>M6</strong> <strong>Toll</strong> Traffic 2007<br />
Off Slips<br />
14.0%<br />
86.0%<br />
Mainline<br />
<strong>Toll</strong><br />
Plazas<br />
Night<br />
3.5%<br />
Class 2<br />
92.00%<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
96.5%<br />
Day<br />
Class 1 0.24%<br />
Class 2 92.00%<br />
Class 3 0.44%<br />
Class 4 4.40%<br />
Class 5 2.91%<br />
Class 6+ 0.01%
40<br />
Average Daily Traffic<br />
60,000<br />
50,000<br />
40,000<br />
30,000<br />
20,000<br />
2004<br />
2005<br />
2006<br />
2007<br />
2008<br />
10,000<br />
0<br />
Q1 Q2 Q3 Q4<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
41<br />
Daily Gross <strong>Toll</strong> Revenue<br />
250,000<br />
200,000<br />
150,000<br />
100,000<br />
50,000<br />
0<br />
Qtr 1 <strong>to</strong> Sep Qtr 2 <strong>to</strong> Dec Qtr 3 <strong>to</strong> Mar Qtr 4 <strong>to</strong> Jun<br />
Financial Year Ending 30 June<br />
2005 2006 2007 2008<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
42<br />
Revenue Generated<br />
NORTHBOUND<br />
44.5% 44.0% 45%<br />
Revenue generated<br />
at mainline <strong>to</strong>ll stations<br />
Revenue generated<br />
at offslips<br />
44.5% 44.0% 45% 10% 11% 9%<br />
OFFSLIPS<br />
2005 2007 2006<br />
10% 11% 9% 45.0% 45.5% 46%<br />
45.0% 45.5% 46%<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
SOUTHBOUND
43<br />
Operating EBITDA<br />
90%<br />
89%<br />
88%<br />
87%<br />
87.58%<br />
Percentage<br />
86%<br />
85%<br />
86.44%<br />
86.92%<br />
84%<br />
83%<br />
84.11%<br />
82%<br />
81%<br />
6 Mths <strong>to</strong> Jun 06 6 Mths <strong>to</strong> Dec 06 6 Mths <strong>to</strong> Jun 07 6 Mths <strong>to</strong> Dec 07<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
44<br />
Cost Cutting<br />
Operating Costs<br />
(£'000)<br />
3,000<br />
2,500<br />
£'000<br />
2,000<br />
1,500<br />
1,000<br />
2004/05<br />
2005/06<br />
2006/07<br />
2007/08<br />
500<br />
0<br />
Qtr 1 <strong>to</strong> Sep Qtr 2 <strong>to</strong> Dec Qtr 3 <strong>to</strong> Mar Qtr 4 <strong>to</strong> Jun<br />
Financial Year Ending 30 June<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
45<br />
Financial Performance<br />
6 Mths<br />
Jun '06<br />
Dec ‘06<br />
Jun ‘07<br />
Dec ‘07<br />
Average Daily Traffic 43,588<br />
52,880<br />
45,119<br />
40,425<br />
£'000<br />
£'000<br />
£'000<br />
£'000<br />
Revenue 24,450<br />
Operating Costs 3,898<br />
Marketing Costs 320<br />
Operating EBITDA 20,232<br />
Operating EBITDA % 82.75%<br />
Residual Construction Costs 389<br />
EBITDA 19,843<br />
30,550<br />
4,048<br />
95<br />
26,407<br />
86.44%<br />
455<br />
25,952<br />
29,257<br />
3,803<br />
24<br />
25,430<br />
86.92%<br />
190<br />
25,240<br />
30,681<br />
3,794<br />
17<br />
26,870<br />
87.58%<br />
-<br />
26,870<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
46<br />
Moni<strong>to</strong>ring HA Roadworks Programme for 08/09<br />
<strong>M6</strong> Jct5 -6<br />
S/B May 27 th 08 – Aug 08<br />
Major maintenance<br />
Speed restrictions and<br />
contra flow<br />
(+ ve traffic impact)<br />
Notes:<br />
Changes <strong>to</strong> text<br />
shown in blue<br />
+ve traffic impact<br />
shown in green<br />
-ve shown in red<br />
<strong>M6</strong> Jct 4 – 5<br />
S/B Aug 08 – not yet known<br />
ATM<br />
Hard shoulder works and<br />
night closures<br />
(+ ve traffic impact)<br />
Location<br />
TM<br />
2008 2009<br />
Impa<br />
ct J F M A M J J A S O N D J F M A M J J A S O N D<br />
<strong>M6</strong> J5 <strong>to</strong> J6 S/B (Bromford) C/flow +ve<br />
<strong>M6</strong> J4 <strong>to</strong> J5 ATM Works H'shoulder +ve Exact duration unknown (up <strong>to</strong> 22 months)<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
47<br />
Moni<strong>to</strong>ring Traffic Screenlines<br />
A 50<br />
5<br />
4<br />
Key:<br />
Screenline<br />
Count Site Location<br />
1 <strong>M6</strong> J3A – J4<br />
M42 J6 – J7<br />
2<br />
3<br />
4<br />
A446 (Allen End)<br />
<strong>M6</strong> <strong>Toll</strong> (South of T3)<br />
<strong>M6</strong> J4A – J5<br />
A5 East of A38 (Weeford)<br />
A38 (Canwell Hall)<br />
<strong>M6</strong> <strong>Toll</strong> (South of T4)<br />
<strong>M6</strong> J6 – J7<br />
<strong>M6</strong> <strong>Toll</strong> (East of T7)<br />
A5 (New Town)<br />
<strong>M6</strong> J10 – J10a<br />
3<br />
5<br />
A50 (East of A520)<br />
<strong>M6</strong> J12 – J11A<br />
M54 J2 – J3<br />
2<br />
1<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
48<br />
A50- Moni<strong>to</strong>ring Comparative Congestion of Routes<br />
Key:<br />
0-5 Mins Delay<br />
6-10 Mins Delay<br />
11-15 Mins Delay<br />
16-20 Mins Delay<br />
21+ Mins Delay<br />
Distances <strong>M6</strong> J.15 – M1 J.19:<br />
via <strong>M6</strong> – 71 miles<br />
Via A50/M1 – 77 miles<br />
A50/M1 Route misses<br />
W. Midlands area<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
49<br />
Price revisions<br />
Increase<br />
50%<br />
17%<br />
14% 12.5%<br />
Aug<br />
’04<br />
Jun<br />
’05<br />
Jan<br />
’07<br />
Jan<br />
’08<br />
Awareness<br />
Road Works<br />
2004 2005 2006 2007 2008<br />
Seasonality and road works have limited estimates of elasticity's <strong>to</strong> two periods.<br />
Jan-May 2005 / Jan-May 2006 1 off price increase 17%<br />
Aug –Dec 2005 / Aug-Dec 2007 1 off price increase 14%<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
50<br />
Tags<br />
32,112 live Tags <strong>to</strong> end<br />
March 2008, 1,589 of which<br />
are conversations via ‘Tag in<br />
a Box’<br />
17,347 active accounts<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
51<br />
ETC in UK – potential interoperability<br />
Mersey 50 000 users<br />
Manchester (2013)<br />
Severn 30,000 users<br />
<strong>M6</strong> <strong>Toll</strong> 32,000 users<br />
TfL 1,000,000 users<br />
Dartford 120,000 users<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
Mar-08<br />
Dec-07<br />
Sep-07<br />
Jun-07<br />
Mar-07<br />
Dec-06<br />
Sep-06<br />
52<br />
20000<br />
18000<br />
16000<br />
14000<br />
12000<br />
10000<br />
8000<br />
6000<br />
4000<br />
2000<br />
0<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Cus<strong>to</strong>mer Tag Accounts<br />
Sep-04<br />
Dec-04<br />
Mar-05<br />
Jun-05<br />
Sep-05<br />
Dec-05<br />
Mar-06<br />
Jun-06<br />
Dec-03<br />
Mar-04<br />
Jun-04
Jan-08<br />
Jul-07<br />
53<br />
60.00%<br />
50.00%<br />
40.00%<br />
30.00%<br />
20.00%<br />
10.00%<br />
0.00%<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Tag and Card Penetration<br />
Jul-04<br />
Jan-05<br />
Jul-05<br />
Jan-06<br />
Jul-06<br />
Jan-07<br />
Tag Card Total<br />
Jan-04
54<br />
Unpaid <strong>Toll</strong>s & Violations as % of Gross Revenue<br />
0.50%<br />
0.45%<br />
0.40%<br />
0.35%<br />
0.30%<br />
0.25%<br />
0.20%<br />
0.15%<br />
0.10%<br />
0.05%<br />
0.00%<br />
Jan-<br />
04<br />
Apr Jul Oct Jan-<br />
05<br />
Apr Jul Oct Jan-<br />
06<br />
Apr Jul Oct Jan-<br />
07<br />
Apr Jul Oct Jan-<br />
08<br />
Gross UTR Value<br />
Net Cost After Recoveries<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
55<br />
Hauliers – Current Industry Trends<br />
Consolidation / Takeovers/<br />
Failures<br />
<strong>M6</strong> <strong>Toll</strong> usage<br />
<strong>M6</strong> usage<br />
The market<br />
9.00%<br />
HGV Traffic as % Total Traffic<br />
8.00%<br />
7.00%<br />
6.00%<br />
5.00%<br />
4.00%<br />
3.00%<br />
2004<br />
2005<br />
2006<br />
2007<br />
2008<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
2.00%<br />
1.00%<br />
0.00%<br />
Q1 Q2 Q3 Q4
56<br />
Haulage Company Depots<br />
Royal Mail<br />
Sainsburys<br />
TNT<br />
Tesco<br />
Exel TNT<br />
EDC.S Exel TDG<br />
James Irlam & Son<br />
RG<br />
LY ED<br />
Argos<br />
ED<br />
TDG<br />
RG<br />
Exel<br />
C.S PF<br />
Exel<br />
TNTC.S<br />
Exel<br />
TDGExel<br />
TDG TDG PF C.S<br />
Wincan<strong>to</strong>n<br />
Business Post<br />
Key:<br />
Exel- Exel<br />
C.S- Salvessen<br />
WN- Wincan<strong>to</strong>n<br />
TDG- TDG<br />
TNT- TNT<br />
PF- Parcelforce<br />
RG- Reality Group<br />
LY- Lynx Express<br />
ED- Eddie S<strong>to</strong>bart<br />
PF<br />
PF<br />
TDGExel<br />
Exel<br />
TNT<br />
WN C.S<br />
Exel C.S C.S<br />
TDGWN<br />
Exel<br />
C.S WN C.S<br />
Exel PFTNT<br />
WN<br />
C.S C.S<br />
Exel ED<br />
C.S Exel<br />
WN<br />
Exel<br />
ED<br />
ED<br />
Exel<br />
Exel<br />
ED<br />
Exel<br />
Exel<br />
Exel<br />
Exel<br />
Norbert Dentressangle<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
2% 5%<br />
7%<br />
57<br />
HGV Operating Costs<br />
Annual <strong>to</strong>tal vehicle operating cost of 38t artic = £111,066<br />
Components of vehicle operating cost increase for 38t gvw artic in 12<br />
months <strong>to</strong> 1 January 2008<br />
67%<br />
15%<br />
4%<br />
Insurance<br />
Depreciation<br />
Tyres & Maintenance<br />
Driver costs<br />
Transport overheads<br />
Fuel<br />
Data obtained from Journal of the FTA – March 08<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
58<br />
Fuel Taxation<br />
Cost of Driving – Petrol Prices:
59<br />
Trucking Industry – Business Conditions<br />
C5,000 trucking companies in<br />
UK, France, Germany,<br />
Sweden and Russia were<br />
surveyed<br />
Q1 – “in the first quarter of<br />
2008, versus the first quarter<br />
of 2007 were business<br />
conditions: ‘better’, ‘same’ or<br />
‘worse’<br />
Based on 106 responses, 9%<br />
selected ‘better’, 30% ‘same’<br />
and 61% ‘worse’<br />
Source: ab Investment <strong>Bank</strong> UBS European Trucking Survey<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
60<br />
TOLLING OPERATIONS<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Pete Cleaver<br />
Head of <strong>Toll</strong>ing Operations
61<br />
<strong>Toll</strong>ing the <strong>M6</strong> <strong>Toll</strong><br />
70 staff<br />
6 <strong>Toll</strong> stations – 45 lanes<br />
Including 7 wide load lanes.<br />
16.7 million transactions in 2007<br />
70%-75% au<strong>to</strong>matic revenue<br />
transactions in 2007<br />
All small stations <strong>to</strong> be fully<br />
au<strong>to</strong>matic by 2009<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
62<br />
Department Goals<br />
To provide a High Quality,<br />
Cus<strong>to</strong>mer focussed service<br />
To maximise Traffic throughput<br />
To maximise non attended<br />
means of payment<br />
To optimise revenue accounting<br />
accuracy and transparency<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
63<br />
<strong>Toll</strong>ing Collection: Manual<br />
• Cash (£ & €)<br />
• Debit & credit cards<br />
via ACR machine<br />
• Unpaid <strong>Toll</strong> Report<br />
• Free passage<br />
• 250 <strong>to</strong> 280 vehicles<br />
per hour<br />
50<br />
40<br />
Revenue Collection Methods<br />
• Max 3 staff at peak times<br />
+ 2 lane attendants<br />
%<br />
30<br />
20<br />
10<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
0<br />
2004 2005 2006 2007<br />
Manual
64<br />
<strong>Toll</strong>ing Collection: Au<strong>to</strong>matic Coin Machines & Cards<br />
• Coins & cards<br />
• Au<strong>to</strong>matic currency<br />
collection<br />
• Debit & credit cards<br />
• Available <strong>to</strong> all classes<br />
• Mixed payments<br />
possible<br />
• Receipts available<br />
• Integrated intercom /<br />
CCTV <strong>to</strong> provide remote<br />
assistance<br />
• 350 vehicles per hour<br />
• 5 dedicated card lanes P/H<br />
%<br />
50<br />
40<br />
30<br />
20<br />
10<br />
Revenue Collection Methods<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
0<br />
2004 2005 2006 2007<br />
Manual ACM Cards
65<br />
Revenue Generation<br />
<strong>Toll</strong>ing Collection Methods the Credit Card Drive<br />
WHY WE PUSH CREDIT CARDS<br />
• Comparison other payment methods<br />
• Lower elasticity<br />
• Better flow rates<br />
Revenue Collection Methods<br />
50<br />
40<br />
30<br />
%<br />
20<br />
10<br />
0<br />
2004 2005 2006 2007<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Manual ACM Cards Tags
66<br />
<strong>Toll</strong> Collection: Electronic Tags<br />
• Dedicated Tag lanes<br />
• Tag transactions work<br />
best at 25mph vehicle<br />
speed<br />
• Real time verification of<br />
account status<br />
• Low account status<br />
warning at <strong>to</strong>ll booth<br />
Revenue Collection Methods<br />
• 600 vehicles per hour<br />
50<br />
40<br />
30<br />
%<br />
20<br />
10<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
0<br />
2004 2005 2006 2007<br />
Manual ACM Cards Tags
67<br />
MOTORWAY OPERATIONS<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
James Hodson<br />
Head of Mo<strong>to</strong>rway Operations & Services
68<br />
Key Responsibilities<br />
Mo<strong>to</strong>rway Safety<br />
• The <strong>M6</strong> <strong>Toll</strong> accident rate is half that of the national average for<br />
a similar mo<strong>to</strong>rway<br />
Operation and Maintenance of<br />
• 27 miles or 43km of dual 3 lane carriageway<br />
• 177 structures<br />
• 3.3million m2 of soft estate<br />
• 2144 lighting points<br />
• 2330 gullys/catchpits<br />
Company Health and Safety<br />
• 143 employees<br />
Fleet management<br />
• 24 specialist and general vehicles<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
69<br />
Facilities and Equipment<br />
• mo<strong>to</strong>rway control room<br />
• mo<strong>to</strong>rway maintenance depot<br />
and 2 satellite maintenance<br />
depots<br />
• fleet of 11 specialist HGV’s<br />
and 13 light vans/cars<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
70<br />
Incident Support Units<br />
• first line of response <strong>to</strong><br />
accident and incidents<br />
15 minutes response <strong>to</strong><br />
incidents<br />
• cus<strong>to</strong>mer support: We go the<br />
extra mile!<br />
• <strong>Toll</strong> Plaza recovery<br />
13 minutes recovery time<br />
• patrols and inspections<br />
• routine maintenance<br />
• scavenging<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
71<br />
Routine Maintenance<br />
• traffic management<br />
• accident damage repairs<br />
• signing modifications<br />
• minor drainage and<br />
carriageway repairs<br />
• carriageway sweeping<br />
• gulley emptying<br />
• <strong>Toll</strong> Plaza maintenance<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
72<br />
Department Goals<br />
• further improve our ‘Level of Service’ <strong>to</strong> <strong>M6</strong><strong>Toll</strong> cus<strong>to</strong>mers<br />
• reduce operating costs by increasing efficiency<br />
• continue <strong>to</strong> show the Highways Agency the ‘Way Forward’<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
73<br />
SYSTEMS<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Colin Mabey<br />
Systems Manager
74<br />
<strong>Toll</strong>ing Collection System<br />
38 lanes fully tri-modal <strong>to</strong>lling<br />
equipment<br />
6 <strong>to</strong>ll station servers<br />
Head Office database servers<br />
and client terminals<br />
Optical fibre ring which runs 20km<br />
along <strong>M6</strong><strong>Toll</strong><br />
Central control terminals, intercom<br />
and CCTV<br />
1 st Line Maintenance:- Systems team<br />
2 nd Line Maintenance:- ASCOM (Direct<br />
VPN Access)<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
75<br />
Mo<strong>to</strong>rway Communications Equipment<br />
21 CCTV cameras<br />
162 Matrix signs<br />
11 Traffic counting sites<br />
2 Weather stations<br />
4 MS3 signs<br />
131 Emergency phones<br />
6 Electronic message signs<br />
All linked back <strong>to</strong> the HA at Quin<strong>to</strong>n<br />
House and MEL’s Central Control<br />
Room<br />
1 st & 2 nd Line Maintenance:- HA<br />
Contrac<strong>to</strong>r (Techmac)<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
76<br />
Systems Department<br />
Sub Systems<br />
• <strong>Toll</strong>ing collection system<br />
• Office IT system<br />
• Electrical supply<br />
• Pumping station<br />
• Mo<strong>to</strong>rway communications equipment<br />
Where the sub system may have a direct effect on our ability <strong>to</strong> function, and/or is<br />
cost effective, MEL performs its own 1 st Line Maintenance<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
77<br />
Department Goals<br />
• To minimise the failure of<br />
equipment through planned<br />
proactive maintenance<br />
• To reduce downtime by<br />
effecting quick repairs<br />
• To put in place Disaster Recovery<br />
plans<br />
• To provide technical support and<br />
assist innovation through<br />
technology at all levels<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
78<br />
<strong>M6</strong> <strong>Toll</strong> Future Operational Developments<br />
• Back Office “Blue Sky” initiative<br />
- 6/7 major changes <strong>to</strong> back office software <strong>to</strong> improve efficiency complete.<br />
• CCTV <strong>to</strong> TCP/IP Technology<br />
- New IP security cameras being installed<br />
• Contact less Cards + European Petrol Card (DKV)<br />
- In talks with Barclaycard for rollout of contact less cards trial out of London.<br />
• Upgrade Resilience/Redundancy of Servers<br />
- FDS for upgrading servers in progress.<br />
• Lane 10 ETC (Dedicated Tag Lane)<br />
- Active trials, rolling out <strong>to</strong> more cus<strong>to</strong>mers on a weekly basis<br />
• PCI – DSS Compliance<br />
- FDS completed, orders placed. Full Compliance by year end.<br />
• DRP for main TCS network<br />
- FDS completed, Orders Placed, Network upgrade/ Optical fibre upgrade <strong>to</strong> be<br />
complete by August 2008.<br />
• ANPR (study in<strong>to</strong> ANPR <strong>to</strong>lling)<br />
• Interoperability<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
79<br />
Where <strong>to</strong> next……<br />
• Continue <strong>to</strong> Improve Service and Systems.<br />
• Moni<strong>to</strong>r traffic patterns within the Region<br />
• Continue <strong>to</strong> maintain the excellent relationship with the Government, our <strong>Bank</strong>s,<br />
Cus<strong>to</strong>mers and Local Authorities<br />
• Aggressively market Credit Cards and Tag <strong>to</strong> Cars<br />
• Position the <strong>M6</strong><strong>Toll</strong> as the market leader<br />
• Build M54 link<br />
• Lobby for Advertising rights<br />
• Complete M42 improvements<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
80<br />
<strong>M6</strong> <strong>Toll</strong> / M42 Capital Works Junction Improvement<br />
• Funded from Refinancing<br />
• Widen the diverge over 2km<br />
• Eases known congestion<br />
<strong>M6</strong> <strong>Toll</strong> / M42<br />
Junction<br />
Improvements<br />
• Improves flow<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
81<br />
M54 Capital Works A Link<br />
Options being Explored with Highways Agency<br />
• Enhanced Traffic Volume<br />
• Funded from Refinancing<br />
• MEL will Build & Operate<br />
• Open 2013<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
82<br />
Operational Improvement Next Stage.<br />
Plaza Wide Load Lanes (WLL) only used a few times a week<br />
Convert WLL <strong>to</strong> accept Tag Cus<strong>to</strong>mers (ETC) lane<br />
• 90% of tag cus<strong>to</strong>mers now use this Tag lane<br />
• Currently 300 / 450 vehicles per hour at peak times<br />
Drive use of lane 10 : trials underway<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
83<br />
Encouraging cus<strong>to</strong>mers <strong>to</strong> use au<strong>to</strong>matic lanes<br />
• Au<strong>to</strong>matic payments continue <strong>to</strong> grow via<br />
• Credit Card ( ACR )<br />
• Tag ( ETC )<br />
• Cash Payments ( ACM )<br />
• Lane flexibility<br />
• Word of Mouth<br />
• Instruct <strong>Toll</strong> Assistants <strong>to</strong> educate<br />
Cus<strong>to</strong>mers<br />
• Withdrawal of staff from small stations.<br />
MR A EXAMPLE<br />
Initiative <strong>to</strong> cut credit<br />
card costs<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
84<br />
MEL’s co-operation with the Highways Agency<br />
• MEL are working with the HA <strong>to</strong><br />
improve the signage for the <strong>M6</strong><br />
<strong>Toll</strong>, <strong>to</strong> integrate it in<strong>to</strong> the<br />
national network<br />
• Proposals produced <strong>to</strong> update<br />
existing signage <strong>to</strong> improve<br />
safety by giving mo<strong>to</strong>rists ample<br />
warning prior <strong>to</strong> the <strong>M6</strong> <strong>Toll</strong><br />
• All signage on key approach<br />
routes within a 20km radius<br />
are being targeted for an<br />
update<br />
• M54 Link<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
85<br />
HA Travel Time Variable Message Signs<br />
Today:<br />
15<br />
Potentially makes whole<br />
of West Midlands Corridor<br />
a no-go area – diversion<br />
on<strong>to</strong> A50<br />
What it should say:<br />
TO J11A (<strong>M6</strong> T) 20 MILES<br />
18 MINS<br />
&<br />
1 20<br />
Heavily congested<br />
section<br />
11A<br />
8<br />
= Informed Decision<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
86<br />
Other Revenue – Small Beer<br />
Web site Advertising<br />
(£40 per 1000)<br />
Telephone Masts<br />
(Considered & rejected)<br />
Premium Telephone Lines<br />
(Considered & rejected)<br />
Sub Leasing Depots<br />
Fibre Optics<br />
(Under Consideration -reciprocal)<br />
<strong>M6</strong> <strong>Toll</strong> Branded Goods<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
87<br />
Apart From The Mo<strong>to</strong>rway Service Area Nor<strong>to</strong>n Canes<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
88<br />
MSA Contribution<br />
FRI Lease <strong>to</strong> Roadchef<br />
High quality facilities:<br />
Upgrades underway.<br />
Projected revenue<br />
On 20% gross turnover<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
89<br />
MSA Rental Income<br />
2.5<br />
£m<br />
2.0<br />
1.5<br />
1.0<br />
£1.6 m<br />
£1.9 m<br />
£2.2 m<br />
0.5<br />
0.0<br />
2005 2006 2007<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
90<br />
Advertisements (MEL seek <strong>to</strong> Pilot Concept)<br />
MEL has identified 8 possible<br />
locations linked with Safety<br />
messages<br />
Agreement of Police and Local<br />
Authorities has already been<br />
obtained<br />
Traffic news<br />
every half hour<br />
Highways Agency <strong>to</strong> gain their<br />
consent<br />
Can you see<br />
the signs <br />
More Grip<br />
in the Wet
91<br />
Marketing & PR Activity 2007/2008<br />
• Managed in-house MEL& DfT Co operation<br />
• Tag Stated Preference Survey<br />
• Mystery Shopper Campaign Underway May 2008<br />
• Limited PR Activity<br />
• Cus<strong>to</strong>mer Surveys Underway May 2008<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
92<br />
Why Survey<br />
The Need is <strong>to</strong> Know your Cus<strong>to</strong>mers<br />
This Allows MEL <strong>to</strong>:-<br />
• Price accordingly: What will they pay for the Service<br />
• Educate then <strong>to</strong> engender repeat Usage<br />
• Educate method of Payment<br />
• Drive down costs<br />
• Further Process Au<strong>to</strong>mation<br />
• Improve overall returns<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
93<br />
Findings External Survey MEL in conjunction with DFT<br />
• Journeys on <strong>M6</strong>T are long distance, especially non-TAG,<br />
average approx. 250 kms<br />
• TAG journeys shorter: higher %age of commuters (32% vs 10%<br />
non TAG)<br />
• Reasons for using <strong>M6</strong>T mainly saving time, reliability, less<br />
stressful, avoiding <strong>M6</strong> roadworks, and less HGV (10% were<br />
using it by mistake!)<br />
• TAG users are more frequent users than non-TAG: approx. 15%<br />
of non-TAG use <strong>M6</strong>T daily or several times a week, for TAG<br />
users figure is nearly 40%<br />
• Cus<strong>to</strong>mer loyalty: most (75% non-TAG, 86% TAG) of <strong>M6</strong>T users<br />
choose <strong>M6</strong>T most of the time<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: Faber Maunsell Utilisation Study Results
94<br />
Route Choice<br />
Non-tag:<br />
75% of drivers choose the <strong>M6</strong>T ‘most of the time’<br />
60% of drivers choose the <strong>M6</strong> ‘rarely or never’<br />
90% of drivers choose the A50 ‘rarely or never’<br />
Tag:<br />
86% of drivers choose the <strong>M6</strong>T ‘most of the time’<br />
76% of drivers choose the <strong>M6</strong> ‘rarely or never’<br />
90% of drivers choose the A50 ‘rarely or never’<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Source: Faber Maunsell Utilisation Study Results
95<br />
DfT <strong>M6</strong> <strong>Toll</strong> Utilisation Study – <strong>to</strong>tal household income<br />
45.0<br />
40.0<br />
35.0<br />
30.0<br />
Percentage<br />
25.0<br />
20.0<br />
15.0<br />
10.0<br />
5.0<br />
0.0<br />
Under £10,000 pa<br />
Between £10k <strong>to</strong><br />
£19,999<br />
Between £20k <strong>to</strong><br />
£29,999<br />
Between £30k <strong>to</strong><br />
£39,999<br />
Between £40k <strong>to</strong><br />
£49,999<br />
Between £50k <strong>to</strong><br />
£59,999<br />
Between £60k <strong>to</strong><br />
£69,999<br />
Over £70k<br />
Total Household Income<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Non Tag Cus<strong>to</strong>m<br />
Tag Cus<strong>to</strong>m
MON<br />
WED<br />
FRI<br />
SUN<br />
I used in by mistake (in wrong<br />
lane/misleading signs)<br />
Use of Nor<strong>to</strong>n Canes services<br />
96<br />
60.0<br />
50.0<br />
40.0<br />
30.0<br />
20.0<br />
10.0<br />
0.0<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Non-Tag: Reasons for use<br />
It saves time over alternative routes<br />
Guarantee of no hold ups<br />
Journey times are more predictable than<br />
alternative routes<br />
Less stressful <strong>to</strong> drive on than alternative<br />
routes<br />
Avoiding road works on <strong>M6</strong><br />
Avoid routes with lots of HGVs<br />
Able <strong>to</strong> travel at the speed I want <strong>to</strong><br />
Route is more direct for me than any<br />
alternative route<br />
The smooth road surface<br />
Signs on approach warned of congestion<br />
on alternative route<br />
Heard traffic report of congestion /<br />
accidents on alternative routes<br />
The scenery / environment is more<br />
pleasant than the alternative routes<br />
Trying it out<br />
Reason<br />
Source: Faber Maunsell Utilisation Study Results<br />
Weighted Importance
M-F<br />
Sa-Su<br />
I used in by mistake (in wrong lane/misleading<br />
signs)<br />
Trying it out<br />
97<br />
70<br />
60<br />
50<br />
40<br />
30<br />
20<br />
10<br />
0<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Tag: Reasons for use<br />
It saves time over alternative routes<br />
Journey times are more predictable than<br />
alternative routes<br />
Guarantee of no hold ups<br />
Less stressful <strong>to</strong> drive on than alternative routes<br />
Able <strong>to</strong> travel at the speed I want <strong>to</strong><br />
Avoiding road works on <strong>M6</strong><br />
Route is more direct for me than any alternative<br />
route<br />
Avoid routes with lots of HGVs<br />
The smooth road surface<br />
Signs on approach warned of congestion on<br />
alternative route<br />
Heard traffic report of congestion / accidents on<br />
alternative routes<br />
The scenery / environment is more pleasant<br />
than the alternative routes<br />
Use of Nor<strong>to</strong>n Canes services<br />
Reason<br />
Source: Faber Maunsell Utilisation Study Results<br />
Weighted Importance
98<br />
Origin/Destination Survey<br />
20% all traffic on<br />
mo<strong>to</strong>rways<br />
Traffic on<br />
mo<strong>to</strong>rways<br />
has grown<br />
faster – 27%<br />
in the past 10<br />
years<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
99<br />
Road Users<br />
<strong>M6</strong> <strong>Toll</strong> Road Study - Reason for Using<br />
40%<br />
30%<br />
20%<br />
Local<br />
Mainline<br />
10%<br />
0%<br />
Business<br />
Warkplace<br />
Family /<br />
Friends<br />
Leisure<br />
Holiday<br />
Shopping<br />
Education<br />
Other<br />
Approximately 50% of journeys are business or workplace related<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
100<br />
Cus<strong>to</strong>mer Satisfaction Survey – May 2008<br />
80.00%<br />
70.00%<br />
60.00%<br />
50.00%<br />
40.00%<br />
73.29%<br />
30.00%<br />
20.00%<br />
10.00%<br />
0.00%<br />
18.47% 6.43%<br />
1.61% 0.20%<br />
Very Satisfied Satisfied First Time Unsatisfied Very Unsatisfied<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
101<br />
Mystery Shopping Survey 2008 - Results<br />
<strong>Toll</strong> Plaza Visits –<br />
Overall Result = 87%<br />
7% Improvement on 2007<br />
Back Office Calls –<br />
Overall Result = 93%<br />
3% Improvement on 2007<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
102<br />
Tag Cus<strong>to</strong>mer Analysis<br />
Percentage<br />
90.00%<br />
80.00%<br />
70.00%<br />
60.00%<br />
50.00%<br />
40.00%<br />
30.00%<br />
20.00%<br />
10.00%<br />
Cus<strong>to</strong>mers<br />
Transactions<br />
0.00%<br />
4 times per<br />
month or greater<br />
Between once<br />
per week and<br />
once per month<br />
More than once,<br />
but less than<br />
once per month<br />
Once<br />
>47 per year >11 1
103<br />
Credit/Debit Card Cus<strong>to</strong>mer Analysis<br />
60.00%<br />
50.00%<br />
Percentage<br />
40.00%<br />
30.00%<br />
20.00%<br />
Cus<strong>to</strong>mers<br />
Transactions<br />
10.00%<br />
0.00%<br />
4 times per<br />
month or greater<br />
Between once<br />
per week and<br />
once per month<br />
More than once,<br />
but less than<br />
once per month<br />
Once<br />
>47 per year >11 1
104<br />
<strong>M6</strong> <strong>Toll</strong> USPs<br />
Strong Team: In-house Operations<br />
Reliability of Route<br />
Operating the <strong>M6</strong> <strong>Toll</strong><br />
Flagship Mo<strong>to</strong>rway Service Area
105<br />
<strong>M6</strong> <strong>Toll</strong> USPs<br />
100%<br />
90%<br />
80%<br />
77.96%<br />
82.73% 84.11%<br />
86.44%<br />
70%<br />
Percentage<br />
60%<br />
50%<br />
40%<br />
30%<br />
20%<br />
10%<br />
0%<br />
6 Mths <strong>to</strong> Jun 05 6 Mths <strong>to</strong> Dec 05 6 Mths <strong>to</strong> Jun 06 6 Mths <strong>to</strong> Dec 06<br />
Local Regeneration<br />
Strong Revenue & EBITDA Margin<br />
60000<br />
50000<br />
40000<br />
30000<br />
20000<br />
10000<br />
0<br />
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec<br />
2004 2005 2006<br />
Strong Traffic Growth<br />
Excellent Cus<strong>to</strong>mer-focussed Service<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
106<br />
<strong>M6</strong> <strong>Toll</strong> USPs<br />
Relief of congestion on<br />
less suitable routes<br />
Client-friendly management of Asset<br />
Quality Organisation<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
107<br />
Branding!<br />
Operating the <strong>M6</strong> <strong>Toll</strong>
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