Clare Accessible Transport (CAT) use transport as a means of addressing social inclusion
and rural isolation. The ethos of the Group is promoting equality of access and sustaining
rural communities. Services are developed around the needs of those that are rurally
isolated and prioritised for people based on the level of their mobility. The key to CAT‟s
strategy and success is integration, co-ordination and consultation.
This approach results in significant value for the community and the
state on various levels. This case study will consider the range of
value that is delivered by the Rural Transport Programme (RTP) in
County Clare.
CAT is a „not for profit‟ community company that operates a rural
transport service network throughout Clare. Services are provided
with 6 low floor fully accessible minibuses owned by CAT. These
vehicles were purpose-built to allow all-ability access and were the
first of their kind to be piloted in rural Ireland. One local private
operator also provides services under contract to the company.
Services are aimed at people with unmet transport needs and people
who have mobility difficulties. The CAT model is about promoting
community services where everyone travels on the same vehicle
rather than having an older persons‟ bus or the disabled persons‟
service for example. Persuading public agencies to invest in this
integrated model has taken considerable time and effort but the
potential savings for the exchequer and the social impact for
individuals of better integration, cannot be ignored.
The network is supported by a Travel Dispatch Centre (TDC) based
in the old creamery in Feakle, which co-ordinates journeys and
manages the fleet. In 2008 37,674 passenger trips were made. Total
operating costs were in excess of €600,000. This includes direct
grant aid from the state of 73% from the RTP and the Community
Services Programme, the Health Services Executive (HSE)
contribution of 8%, Income Generation of 11% and Free Travel Pass
funding of 8%.
OPERATING COSTS 2008
RTP
CSP Community Services Programme
FTP Free Travel Pass
HSE
Income Generation
€608,907
€315,499
€53,550
€70,616
€44,000
€43,116
The RTP funding represents 52% of the overall operating costs and
acts as a fulcrum to lever or generate other exchequer and private
capital sources to support the delivery of services.
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So for an investment of €315,499 what are the benefits to the Department of Transport and
the state? 37,674 passenger journeys have been undertaken in 2008 so the service is
fulfilling local unmet travel needs but if you consider the ethos of the Group (social inclusion,
combating rural isolation), the travel requirement represents only a small part of the story.
What is the true impact of the funding? What are the ranges of benefits to; the passengers,
the services they access, to the local and national economy? This case study will try to
summarise and capture the essence and value of the RTP.
LOCAL KNOWLEDGE
To understand the origin of the CAT services we must first understand the company
approach to service development. A critical success factor of CAT is the consultation
undertaken with the local community. It involves a process whereby CAT collects and
absorbs the different views of people in the community, by adopting different consultation
methodologies. There are many facets to the consultation process; CAT has meetings with
community groups and agencies, carries out passenger surveys, talks to trusted members of
the community. This process takes time but it is the most valuable aspect of the project as
the services that are realised are truly in line with community needs. It is very different to the
approach to service development adopted by other transport providers where „fare-box‟
consultation may be more profit or numbers driven. Of course there are different merits to
both, yet what we see in the RTP is a genuine effort to consult, involve and serve vulnerable
people resulting in unique and more demand responsive rural services.
The challenge for CAT in this consultative approach is identifying the unmet need communities and individuals who most need the service but are not currently participating
fully in society. To achieve this CAT work with intermediaries - agencies that give the
individual a voice. CAT uses the public health nurses (PHN) as intermediaries. The PHN
support individuals to express their transport needs, for example people who have mobility
or literacy problems. The people targeted by the PHN are normally those for whom neither
public nor private transport is available. People are more comfortable giving information to
someone they trust.
“I saw such a need for this service in the very beginning. As it was so completely new to
everyone it was essential to let everyone who really needed it, know it existed.
PHN‟s were able to identify people who would not have been found through the usual survey
methods. So I went out and interviewed the people I knew were most isolated as they felt ok
about me carrying out the survey for the then East Clare Accessible Transport in 2000.
The service is so well used now. It‟s an excellent service supporting the most vulnerable
people in our community without further marginalising them because of the integrated
nature.” Christine Guilfoyle PHN County Clare February 2009
CAT also consults with the development staff and consultative fora of the local Partnership
Company and the County Development Board, tapping into the local knowledge built up
within these structures. An example of this is the relationship established with the North
Clare Farmers Network which has been instrumental in identifying individuals suffering from
rural isolation. This partnership progressed to examining how local farmers could support
more sustainable transport by becoming involved in the development of bio-fuels through a
co-operative locally.
These are just two examples that demonstrate how CAT uses the human resources from
other organisations, at no financial cost to the RTP, to meet their overall aims, objectives
and ethos.
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ACCESS TO HEALTH SERVICES
One of the most significantly positive impacts the RTP has
is on the Health Sector. This is evident, not only in the
health of the passengers who are facilitated to access a
range of Health services but also in the cost savings and
added value the RTP delivers to the actual services
providing the care. Approx 30% of current passengers
use CAT services to go for medical treatments in the
general hospital, GP visits and mental health services.
CAT has become a vital cost effective resource that lifts
the burden of transport management, from organisations
such as the HSE, allowing them to more effectively
channel their resources into their actual field of service
provision.
CAT provides transport services to a number of Daycare
Centres‟ including Raheen Community Hospital and Scariff
Mental Health Service. The services are integrated in that
ordinary passengers travel from the same areas for other purposes, such as shopping,
hairdressers, meeting friends etc. The schedule is however designed so that the needs of the
passengers accessing state health services are prioritised. The integrated approach is what
is unique and best about these services; passengers have an opportunity to meet other
people in the community they would not normally meet. This is especially true in relation to
transport to the Mental Health Services. This has the added impact of breaking down the
social barriers that can and do exist in rural Ireland. Clare RTP worked hard to ensure their
contract with the HSE states that services are ‟ integrated‟ thus ensuring the benefits of the
service expand beyond people accessing care. The service promotes a social rather than a
medical model of provision.
As a result of the transport services to the Day Care Centres, there are also the
activities/journeys that the passenger takes that are more difficult to track. In some cases
passengers‟ access public transport to extend their journey, undertake social activities etc.
In fact, the RTP introduces people to a variety of community and public services through the
passengers‟ requirement to access Health Services.
Case Study on Financial Savings to the Health Sector
The Raheen Community Hospital service is a daily service that operates from Monday to
Friday. A core group of approximately 24 people currently use CAT services to access the
Hospital. Anecdotal evidence from local health care professionals suggests that these
individuals would be in residential care, at a cost to the state of in excess of €600 per week
per individual, if RTP services were not there. The service is a co-operative approach
between the RTP company and the HSE, with the HSE funding 60% of the cost of the service
and the RTP funding the remaining 40%.
This diagram is an attempt at highlighting calculations regarding the potential financial
savings to the state based on the provision of transport services.
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POTENTIAL FINANCIAL SAVINGS FOR THE STATE AS A RESULT OF ONE
TRANSPORT SERVICE
COST OF DAILY
TRANSPORT SERVICES
Monday – Friday Services
for 24 Passengers
COST OF RESIDENTIAL CARE
Weekly Care of 24
passengers in Care Homes
POTENTIAL ANNUAL
SAVINGS FOR THE
STATE BASED ON
ONE SERVICE
€748,800 - €50,000
24 x 52 weeks x €600
Annual Cost = €50,000
(€30,000 HSE & €20,000
RTP)
= €698,800
Annual Cost = €748,800
This in some respects is a crude calculation and does not take into account the cost of the
care provided by the service to the individual or the administration cost to the RTP. In
addition a number of centres have confirmed that the cost of €600 per week is an
underestimation of the actual cost which is a lot higher. However the calculation does go
some way to demonstrate that the state investment in the RTP results in significant financial
savings to other areas of the public purse. It also demonstrates how a preventative
approach makes more financial sense than a reactive one.
The ability to remain living more independently in ones own home is just one of the social
impacts that is difficult to quantify in financial terms. Suffice to say, improved quality of life
and positive health and mental wellbeing, along with increased mobility has the potential to
further reduce costs for the state in terms of medication and the necessity of locally based
supports. In times of restructuring and rationalisation, where there is a shift in healthcare
policy towards dedicated centres of excellence, access has never been more essential - or
less valued. Investment in accessible local transportation is the key ingredient in delivering
community based care and it is the only way in which rural people will reap the benefits of
the changes to our healthcare system.
“We have people coming in to our centre for regular physiotherapy and support. If transport
wasn‟t available to them, they would have to leave their homes and go into residential care.
Clare Accessible Transport provides a service where they can access health care and social
contact when they need it. They can remain as an independent person in their own
community. This is care in the community working and is a vital link in our care case
management programme” Centre Manager East Clare Community Day Centre
Co-ordinated Approach
The HSE agreement was developed through discussion with centre managers who made a
commitment to co-ordinate as many medical appointments with the service schedule as
possible. The RTP coordinates all transport bookings. Ongoing communication between HSE
staff, service users and the call centre keep the schedule relevant and flexible to needs. This
has resulted in a significant decrease in missed health appointments which also saves time
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and money for the centers. The financial saving is two fold, less down time, more efficient use
of professional medical staff and timely care for those requiring treatment. Delayed treatment
can cost the state money. Consider a missed appointment for a stroke victim for example. If
the required treatment is delivered promptly and the victim gets physical therapy consistently,
this increases the patient‟s ability to recover. The RTP service enables treatment to be
delivered in a timely planned manner which is suitable for both the patient and the Hospital.
“I see people‟s health deteriorating because they can‟t get the care they need when they
really need it. Appointments and treatment have been delayed through lack of transport,
people just don‟t turn up. Mental health services should be easily available to people. Lack of
transport is preventing adequate treatment and compounding problems. A service like this
would be in everyone‟s interest.” Centre Manager, Mental Health
There have also been projects whereby CAT hasn‟t had success when striving to adopt a
co-ordinated approach to service delivery in the area of Health. The HSE initiated a pilot
co-ordination project to look at duplication in the delivery of transport services and the unmet
needs, which existed due to the lack of transport. Examples were sited from the disability
care sector, of 3 vehicles taking one person each to hospital appointments in Dublin, from
the Clare area, on the same day. The pilot was established to address these issues. It
involved 5 orgs including the Brothers of Charity, Enable Ireland, Irish Wheelchair
Association and the RTP company. During the pilot CAT attempted to integrate as many
users as appropriate into the public services they provided and to explore ways of
coordinating the journeys made by members of the five participating organisations. However
on implementation no organisation was able to identify any duplication or any unmet needs.
What became apparent was that the organisations themselves were resistant to change.
They felt that the service users who started off by receiving a segregated or dedicated
service would not be able to transfer to an integrated one. However the service users did
not articulate any problems with using the integrated services. It is clear that for coordination to succeed at the final point of service delivery, the approach needs to be adopted
at all levels.
EMPLOYMENT TRAINING AND EDUCATION
Another value deriving from the RTP is the opportunity it provides
people with to take up work and training opportunities. According to
CAT there are people in the community who wouldn‟t be in
employment if it wasn‟t for the RTP and certainly they wouldn‟t have
been able to continue living in their homes while accessing
employment. Clare Supported Employment Services, CSES helps
individuals with learning and physical disabilities return to work or
link with training to improve their employment opportunities. Since
the establishment of the RTP, CSES have been able to support
people actively look for work based around the RTP schedule as
they know with confidence that the individual can access the
employment on a continual basis.
„Transport is a massive obstacle for some individuals who are
incredible isolated‟ Job Coach, CSES, Feb 09. „There is one guy
who has no drivers licence and is dependant on the bus to access a
literacy course‟
Approx 40% of CSES clients used CAT in 2008. The remaining 60% either have access to a
car or live in an urban area where there are other transport options. As a result of the cooperative approach between the RTP and the CSES, dependant people are supported to a
level of independence. Even after the client ceases to avail of the CSES services they
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continue to use the CAT buses to maintain and develop this gained independence. These
individuals, who were reliant on state support in the form of social welfare are now paying
tax and earning income which is going back into the local and national economy.
“DB is one of our most successful placements; she almost works full time now. Being able to
use an accessible and safe form of transport has played a large part in being able to get the
job as she can get directly to the workplace without having to make a very long walk or book
a taxi at €12 each day. Shannon Aerospace is in a very remote area when you don‟t have
your own transport” Job Coach, Clare Supported Employment Service, March 2007
CAT also integrates their service schedules with Youth Reach, Adult Education and Back to
Education Initiatives so people can access education. This has resulted in an increase in
attendance of early school leavers in these courses/ activities. Again it is the multiway
communication, joined up thinking and local level co-ordination that delivers the RTP
objectives, benefits the educational services and most importantly, impacts positively on the
individual.
Case Study on how transport can make a difference to a young person’s life
Sean left school early and ended up in the courts where he was ordered to attend Youth
Reach and avail of counseling as a compromise to prison. Due to where he lives his access
to Youth Reach is dependant on a transport service. As a result of consultation between
CAT and Youth Reach the RTP were in a position to deliver a transport service to Sean.
Without the service Sean would not be able to attend Youth Reach, or avail of the services
of a councilor. The social benefits of this type of community support are significant for this
young boy, not to mention the cost saving of a prison sentence to the state.
This partnership with Youth Reach has resulted in passengers who present with behavioral
and compliance problems. Due to the integrated nature of the CAT services, passenger
behavior is a key concern, particularly anti social behavior to younger children. This requires
ongoing communication, monitoring and support between the RTP, the Bus Driver and
Youth Reach. CART provides a Passenger Assistant (PA) on these services. It is
interesting to note that the only CAT services where PA‟s are required are for behavioral as
opposed to accessibility needs. Youth Reach are not subsidising the service directly
however they have donated funding towards the purchase of a bus and the travel allowance
received by the passenger for attending Youth Reach is reflected in the RTP fare.
BENEFITS TO THE ECONOMY
CAT adds value to the economy and while this case study does not include an exhaustive
list of the range of ways the company participates in the economy, it does provide a snap
shot of how CAT are benefiting not only the local but the national economy.
CAT is the largest employer in Feakle and among one of the larger employers in the East
Clare area where rural employment is scarce. The company employs 21 staff or 13 full-time
equivalents. There is revenue generated to the state from this income in tax, vat on
purchases, etc. Since beginning operations in January 2003, CAT has been an equal
opportunities employer, employing 2 part-time staff through CSES (one of whom has worked
with the company for over 6 years). The company has also invested in a comprehensive
training and personal development programmes to build the skills and confidence of its team
members to deliver public services.
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Local Business‟ in particular small to medium sized business, have felt the benefits of the
RTP. 37 Post Offices and shops are used as outlets to sell tickets. These outlets buy books
of tickets from CAT. The outlet gets a 12.5% discount on a book of tickets whereby they
make a 12.5% profit on the sale. Receiving payment up front in this way alleviates the hassle
of CAT having to collect money on services. Also many people avail of other services and
purchase the products offered by the outlet when they enter to purchase bus tickets. The
RTP has accounts with local Garages for fuel and maintenance and this is further evidence
of the spin-off derived locally from the project. CAT hires local halls for training events and
recently hired the Hostel in Feakle for the delivery of driver training. A private operator is
also contracted by the Group to provide services thus supplementing his business.
CAT is also enhancing the tourist industry in Clare. There are a number of festivals,
particularly in the summer in Feakle, Milltown Malbay, and Tulla where CAT work with the
festival organisers to develop schedules around local activities. In 2008, 350 tourists used
the RTP. The impact of these services, in terms of promoting return visits to the region and
developing Clare as a tourism brand are difficult to capture but the registration of tourists as
members gives some indication of a growing demand from this sector. It is also testament to
the versatility of this community based company in incorporating various needs and
demands.
VOLUNTARY INPUT
The overall management of the company is through the voluntary input of 14 Board and
Sub-group members. They volunteer their time, skills, and experience to support the
delivery of essential public services. CAT has also successfully negotiated free training
rooms from agencies like Enable Ireland to provide training at no charge to the project.
Private Operators have lent buses to the service without charge and one local operator
allows the RTP to use their pit for maintenance at no cost.
RTP staff have also volunteered their time to support the development of the company‟s
training centre. Three project staff have taken on extra work on a voluntary basis to support
the work of the company. While these work hours are not being paid for, staff view them as
an investment into the future of the company.
„The service has a social and economic benefit. The service keeps rural areas alive.
The National Spatial Strategy document states people, places and potential. For places to
survive you have to look at potential. Transport is very important for this. Providing links to
urban areas and employment. It is a fantastic service. „Johnny Flynn; CDB rep of Business
Community and Chamber of Commerce Feb 09
SOCIAL ENTERPRISE & ENTREPRENEURSHIP
Clare RTP has developed a social enterprise aspect to
their company to enhance their own sustainability. The
Company has charitable status therefore any profit
generated goes back into the development of the overall
company.
As social entrepreneurs, one of the new initiatives to develop this potential and bring in
additional revenue, is a training centre. The training centre established by CAT in 2007
offers best practice training in service delivery for bus and car drivers. Certified courses
delivered include MIDAS (Minibus Drivers Awareness), Defensive Driving, PATS (Passenger
Assistants Training) and MEEP (Minibus Emergency Evacuation training). CAT has trained
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staff from the HSE, Private Operator‟s including Hackney Drivers and other RTP Groups.
The reason these agencies/organisations request this training is they see the
professionalism and quality of the services being delivered by CAT and they want to emulate
it. To date CAT has trained approx 50 individuals, not including their own staff. This service
is increasing the quality standards of public/ community/ private transport providers in the
County and region. It also builds on current Government policies to promote safer driving
practices, reducing the risk of accidents and putting the passenger at the centre of the
service.
Capital funding is ineligible under the RTP and therefore it can‟t be used to purchase a bus. Yet
CAT now own 6 purpose built vehicles! The company has been extremely resourceful in
leveraging funds to purchase and sustain these vehicles. Several agencies who benefit from the
co-ordinated and integrated approach to service provision have acknowledged the long term
benefit this gives them in both financial and qualitative terms by contributing to the low floor model
of vehicles that comprise the CAT fleet.
Organisations such as the Brothers of Charity find that all the regular transport needs of their East
Clare service users can be met by CAT, allowing them to put more resources into the personal
once off transport needs of their residents. They recognise the RTP as a welcome resource that
supports their organisation‟s ethos of integration and independent living and they have
acknowledged this by making capital contributions. Other benefactors and Development
Programmes such as the Local Development Social Inclusion Programme, have also supported
the model. The community itself have always shown generous support through annual church
gate collections. The level of funds CAT have been able to generate towards providing public
transport cannot go unnoticed and speaks volumes in terms of the value the community places on
the service and its impacts.
Capital funding sources
HSE
JP McManus Foundation
Dormant Accounts Fund
Community Partnership
VEC
Brothers of Charity
BTEI
= 6 Accessible Low Floor Vehicles
Funding leveraged through the Community Services Programme (CSP) supports the Travel
Dispatch Centre to operate by providing staffing grants and training. The service is dependant on
the co-ordination and scheduling of bookings and without this funding source CAT could not
function at the current level.
CAT is considering developing a mobile Cinema linked with their ethos of addressing social
isolation. This would achieve the complimentary aims of helping people to become more
mobile and utilising the buses in the evenings during the down time. The scheme would
work by enabling a community group to book the projector, screen and film, which the RTP
will then set up in a community venue chosen by the Group. This also has the advantage of
further utilising equipment the company already has invested in for training! Setting up the
cinema will also be an opportunity to display and circulate RTP promotional material. The
model could be adopted for Health Centres like the Brothers of Charity and the Mental
Health Services. The service could potentially be used to generate income for CAT to
enhance service delivery.
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ENVIRONMENTAL
CAT believes that the more relevant and attractive that public transport is, the more people
will use it and the better the benefits for the environment will be. Local evidence suggests
that if you provide a reliable, affordable, quality service, people will even leave their cars at
home therefore reducing harmful emissions. In simple terms this means -15 people traveling
on 1 bus, rather than 15 people traveling in 15 cars. CAT have passengers who own a car
but prefer to avail of the RTP services, due to traffic congestion, the social outlet that the
journey provides and the fact that they are nervous on the road and feel safer in the bus than
driving themselves.
Limerick and Clare Energy Agency plan on including CAT in a proposed transport study.
The aim is to increase awareness among County Council employees of the transport options
available to them. The expectation is that they will access the community based services
provided by the RTP and others thus reducing the need for cars and therefore impact
positively on the environment.
CAT was also the first RTP project in Ireland to pilot a bio-fuels project by converting two of
their fleet to run on pure plant oils. The intention was to pilot more sustainable fuels which
could then be grown and sourced locally. This could have had the twin aim of reducing the
dependency on diesel and lowering fuel costs for the project whilst providing low income
smallholders locally with additional income prospects. Substantial research was conducted
and this learning was shared among the RTP groups nationally. Although the pilot did not
result in the environmental and commercial successes anticipated, it was an important
learning curve for the industry and the findings have been shared with the Department of
Transport.
LINKS WITH THE COUNTY DEVELOPMENT BOARD
CAT is represented on two Implementation Groups of the CDB associated with Health and
Transport. Being involved in these groups means CAT is seen as an equal partner,
enhancing the company profile and providing unique opportunities to link with agencies such
as Bus Eireann, with a view to improving transport services in the County.
A priority action of CAT through their participation with the CDB is developing „a co-ordinated
approach to accessible urban services maximising all existing resources.‟ As CAT services
and passenger use increases there is a growing awareness that passengers are being
brought in from rural areas to Ennis, which does not have a public transport system. This is
especially challenging for those with mobility difficulties. CAT facilitates movement of rural
passengers within Ennis as much as possible by co-ordinating its existing services however
gaps in provision continue.
The VEC have approached the RTP to consult with them regarding the possibility of the
provision of a transport service for a group of Muslim woman living on the peripheries of
Ennis town. According to the VEC these woman are not afforded an equal opportunity to
participate and integrate into society as they are isolated due to lack of access to transport.
Provision of this type of service poses a challenge for the RTP. As it is on the peripheries of
the town, it could be considered an urban service and while there is no bus service in the
town there are taxi and hackney services, therefore displacement could be an issue.
However these women would not be in a position to afford a taxi service. The ethos of CAT
is integration onboard the services, therefore to meet this transport need and to be faithful to
the ethos, services would need to be opened up to the wider community which could
compound the issue of displacement. The RTP are committed to using their participation on
the CDB structures to reach a solution however.
Participation on the CDB structure also promoted linkages with the Chamber of Commerce.
This has resulted in the establishment of 4 bus drop off and pick up points in Ennis town.
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These new „bus stops‟ are safe and convenient for passengers. The study being undertaken
by the Energy Agency came as a result of the RTP participation on the CDB structures.
Doonbeg Golf Club also become aware of the work of the RTP through the CDB and very
generously donated a bus to CAT in recognition of their work!
QUALITY OF LIFE
The independence the RTP affords people as a result of the mobility it offers and the social
outlet it provides through contact with a diverse range of people and services, has a very
positive impact on the quality of life of all passengers. The RTP almost plays the role of a
social worker as well as a transport provider, particularly when it comes to integrating
passengers with special needs or challenging behavior onto the services. This level of
integration requires work. „Some men and women may have lived very institutionalised lives,
attending centres every day by travelling on segregated services, becoming part of an
integrated service raises issues for them which would require a degree of support during the
initial period‟! (Laura Ward, Co-ordinator CAT).
The Brothers of Charity provide training regarding boundaries and social interaction. This
enables individuals to use the bus but also has an extremely positive impact on all facets of
their life and social encounters. The links with support agencies provide an opportunity for
CAT to discuss sensitive information on a confidential level. This proves more challenging
when the passenger in question is not linked to an agency. Drivers also require training to
assist him/her effectively support people e.g. Alzheimer‟s, anti-social behavior, incontinence
etc. There is always someone „on call‟ to support the driver.
Case study on how transport can improve the quality of life for individuals
Shane is approx 40 years of age. Every day of his adult life he took the special needs bus
with the Brothers of Charity. Through the CSES and the RTP he was able to avail of work.
This initial contact increased his confidence and he began to use the service for other
activities e.g. the cinema, town, shopping, etc. This all increased David‟s independence
and decreased his dependence on institutional care. He has stated „I always knew there
was more to life than getting in a van and just going to the workshop everyday.‟ This
transition was made possible by CAT, Brothers of Charity and CSES. Shane is now in a
relationship and uses the bus to visit his partner and go to the cinema. This is proof that
local teams working together can enhance the quality of life of individuals in their community.
In some cases the contact with the driver can be the only social contact a very rural isolated
individual can have in the week. There have been instances where the driver has had to call
the emergency services when he has found a passenger in his/her house in distress, after a
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fall or accident. The CAT service is now a vital and life saving part of the community
network, providing a virtual community watch and care function.
“I meet when I‟m working out in the community those who are so delighted with their bus
service, they really appreciate the driver and all he does for them. It‟s their only way of
getting out independently.” Social Welfare Officer, North Clare
VALUE FOR MONEY - MONITORING ECONOMY AND EFFIECENCY
The efficiency of the operating systems are central to the work of CAT, whether that is the
booking systems, financial administration or reporting. From a corporate governance
perspective, financial and staff management structures are in place and relevant reporting
deadlines are met. Accountability for public funds is at the forefront of all systems and files
are subject to external audit. All fleet maintenance is preventative and scheduled. In 2008,
99% of services were on time and there were no break downs.
There is a strong commitment to training to achieve quality standards. All staff have
received training in the RTP Health and Safety Management System, the use of fire
extinguishers and First Aid. The drivers have received additional training under the MIDAS
Programme and office based staff receive one to one computer training in the use of the
scheduling software package. Effective co-ordination has meant that links with the mainline
national transport network have become well established thus supporting the development of
an efficient County transport network.
Passenger numbers have increased consistently year after year and the service has many
regular users. This loyalty and increase in customers confirms the efficiency and
effectiveness of the service. The costs per passenger have decreased consistently over
time as the services have become more established. These costs are not really comparable
to those of the public and private sector because of the unique characteristics of the services
and their delivery in the context of market failure. Many services provide door to door
access particularly for vulnerable people who may also be disadvantaged because of their
location, disability or circumstances.
Numbers of people registering with CAT and the number of passenger trips since
services started in 2003
Year
Registrations
% Increase
Passenger
Trips
% Increase
2003
2004
2005
2006
2007
2008
710
1,640
1,870
2,293
2,574
3,013
N/A
131%
15%
23%
12%
17%
6,630
19,513
26,019
31,173
32,659
37,674
N/A
194%
33%
20%
5%
15.5%
Although very few complaints are received there is a fair process in place to deal with them
and passengers are regularly consulted and involved in the development of services.
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“I received the free tickets today, thank you all so much and thank you for getting back to me
with the reason why I missed the bus. I really felt that you cared about my custom and took
my complaint seriously, so thank you for that”. Manager, Irish Seedsavers Association
“The only complaint I could make is that sometimes you don‟t get a space on the bus
because it is so well used…. It‟s really efficient and it‟s all done on a human scale… go raibh
míle maith agaibh!” East Clare passenger
EQUITY AND ACCESSIBILTY
The Clare project strives to deliver a service that is accessible to all from a social, financial
and equality perspective. CAT provides greater equity to rural communities because of the
model used. The 6 low floor vehicles are fully accessible. The company equates their
success in terms of leverage of funding to this model. CAT believes that the HSE is
particularly inspired by the low floor model and the equality of access it delivers. Everyone
can access the vehicle through the same entrance. This is particularly relevant for
wheelchair users who in the past have been required to enter buses or ambulances from the
rear.
To further enhance the accessibility of the services, CAT offers a text service for those with
speaking or hearing impairments. Passengers with communication difficulties were using
the services of others such as friends or family to make their bookings. A texting service
was established to support the independence of these individuals. As 70% of all users have
mobile phones the company is going to use texting as a promotional tool in future, making
the service more accessible by increasing awareness.
All services are integrated and afford an opportunity for individuals to participate equally in
society. One service was built around the needs of asylum seekers enabling access to
services such as solicitors, health care, shopping etc. While the service emanated because
of the needs of a particular target group, it was open to the whole community and now
includes a diverse passenger profile. Social Welfare is paying for many more taxi services
to link asylum seekers with the required services. CAT tried to negotiate with Social Welfare
to inspire a deal which would have resulted in better co-ordination and savings for the State
but unfortunately negotiations were not successful.
The initial mobility study which prompted the development of the project and which was
undertaken with community volunteers in 2000 confirmed that people had left the East Clare
area due to lack of transport. Public transport is extremely limited in this area – operating
once a week on Thursdays. Bus Eireann referred to East Clare as a „black hole‟. This is
compounded with cuts in current public transport services throughout the County. People
who had young children with special needs moved to Shannon or Ennis so they could avail
of the services they required. These families needed access to either a public service or a
private car. The RTP services can help alleviate these needs by empowering people and
offering them a choice. Fares are affordable. CAT has developed a sophisticated fare
system that considers age, distance and circumstances. The geographical zones are
inspired by the „Tube‟ and the „Luas‟, however unlike those systems people who live further
away aren‟t penalized because of their rurality. The Project also accepts the Free Travel
Pass and for many elderly people the RTP services provided them with their first and only
opportunity to use it. Up until the RTP began operating they weren‟t able to travel to the
drop off and pick up points of other transport services in the County.
“Now I can use my free travel pass in the North I‟m going to see my son in Belfast and use
your bus for the first step on my journey! East Clare passenger
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Case study on the importance of accessibility
Susan, a wheelchair user had to travel separately to her friends on school trips. The School
booked the CAT accessible vehicle so she could travel with her friends. As a result, Susan
used the service to avail of the youth club every Saturday morning. When she left school
she used the service everyday to access College. She now participates in the CAT
passenger network, the company‟s AGM and takes part in CAT promotional activities. „She
is our greatest supporter and greatest critic! „. (Laura Ward, CAT Co-ordinator) The service
has provided Susan with an equality that she would not have been able to experience
without the transport service.
CONCLUSION
The RTP project has become part of the fabric of community life and is considered an
essential facet to life in Clare now. This has taken over 5 years of labour-intensive work,
negotiation, government funding and local support. The increased passenger figures, the
leverage of substantial funding for the community transport model and the growth of the fleet
all demonstrate visibly the success of this project. CAT has made a strong contribution to
the prevention of rural isolation in the County, particularly in sparsely populated areas.
Without the service, large numbers of Clare residents would be excluded from health and
educational facilities, shopping, employment and most importantly social contact. Some of
the passengers have availed of the same services since inception and they are well known
to the CAT staff. Most recently one of the first RTP passengers passed away and company
staff attended the funeral. They had actually lost a friend, not just a passenger figure.
According to the Co-ordinator „When the service develops around people and people pass
away it becomes a different service‟.
As a programme nationally, the RTP has a loyalty and buy in from the projects and their
passengers that is unique in transport terms. It certainly couldn‟t be bought. This case
study proves that from a value for money perspective the Clare RTP project enhances the
economy, provides community services effectively and efficiently, offers equity to rural areas
and equality to its users.
In a future where public services are being centralized, where disposable incomes are in
decline and where all economic factors point to the need for more sustainable service
delivery, there has never been a more exciting time for public transport. The future potential
of this type of community based integrated service model is phenomenal - and can be
replicated.
„The service is just getting going‟. Laura Ward CAT Co-ordinator
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Note:
The Rural Transport Programme is funded by the Department of Transport under the
National Development Plan 2007-2013. It aims to provide a quality nationwide community
based public transport system in rural Ireland that responds to local needs. Pobal manages
the Programme on behalf of the Department of Transport.
37 community based companies currently receive funding under the RTP, including Clare
Accessible Transport. The Department of Social and Family Affairs also provides a
contribution towards the costs of the Free Travel Scheme.
This case study was compiled by Pobal. Pobal is a not-for-profit company with
charitable status that manages programmes on behalf of the Irish Government and
the EU. Pobal’s mission is to promote social inclusion, reconciliation and equality
through integrated economic and social development within communities.
Pobal wish to thank the Board, Staff and Stakeholders involved in CAT for their input
to this case study and their ongoing contribution to community transport in Clare.
References
CAT Strategic Plan 2008 – 2010
Co-ordination of Transport Services for People with Disabilities in Clare, Evaluation of Pilot
Project
HSE Agreement Summary Sheet – CAT
Interview with Laura Ward CAT Co-ordinator 2 Feb 09
14
References
CAT Strategic Plan 2008 – 2010
Co-ordination of Transport Services for People with Disabilities in Clare Evaluation of Pilot
Project
HSE Agreement Summary Sheet – CAT
Interview with Laura Ward CAT Co-ordinator 2 Feb 09
15