Security

Our security procedures focus on protecting passengers, staff and property, and on incident prevention and management. We use technology where appropriate and continue to invest in CCTV on buses, trains, stations and premises. We gather and analyse data for all security incidents across the business, allowing us to identify and manage hotspots or trends.

We actively engage our staff and other stakeholders in security management. We provide regular security updates on issues such as fraud and criminal activity which could affect them or the business.

We have partnerships with the police and the Transport Security Administration (TSA) in the US with whom we have piloted airport style 'passenger screening' at our Greyhound terminals in Houston and Los Angeles.

Nearly all our stations in England now have Secure Station Status. In Scotland, First ScotRail boasts an extensive CCTV system which has helped reduce crime rates on the network by 21% over the last 12 months.

Protecting children and vulnerable passengers

We have a responsibility to protect children and vulnerable passengers, in particular in North America where the majority of our passengers are schoolchildren. Our checking processes for school bus drivers exceed legal requirements in both the UK and North America. We continue to look for new and innovative ways to achieve our goal of zero sleeping children left on buses.

Last year we improved our systems for checking for sleeping children and in addition we have developed innovative training programmes around the concept of unintentional blindness to improve our drivers' observational powers.

Emergency response

An emergency response procedure has been rolled out across the Group. We are now implementing a continuous programme of training and exercises to ensure staff are able to respond effectively in an emergency.