Reading Buses increases punctuality by 14% using CitySwift's performance optimisation platform

Reading Buses is the primary bus operator in Reading, Berkshire, and one of the most respected in the UK, serving over 19 million passengers annually with a fleet of more than 170 buses. The company, owned by Reading Borough Council, has been providing public transport services for over 120 years and is known for its commitment to sustainability and customer service.

Reading Buses have worked with CitySwift since 2023, and following a successful trial on several routes, have since rolled out the performance optimisation platform to its entire network, generating substantial year-over-year improvements.

“We’ve seen a clear improvement in how our routes are performing. Some of the services that used to cause the most issues are now running on time, and we’re getting far fewer calls about timetable problems.”

— Kerryn Hedley, Scheduler at Reading Buses

Before Cityswift

• Inconsistent punctuality, especially on key routes
• Operational stress due to unrealistic schedules
• Static schedules based on assumptions

After Cityswift

• Up to 14% increase in punctuality on previously underperforming routes
• Improved team confidence and staff morale
• Data-led scheduling using predictive analytics and real-world performance insights

4%

Network punctuality increase

14%

Punctuality uplift on low performing routes

11.4%

YoY Passenger growth increase

Partnering to improve network reliability

Reading Buses chose CitySwift to enhance service reliability and boost passenger numbers. Since implementing the solution, Reading Buses has achieved significant improvements in punctuality across its network. Notable successes include a 14% increase in punctuality on poor performing routes, with scope for further optimisations. Previously challenging city to city routes now consistently achieve high start point punctuality, a remarkable contrast to historical performance. CitySwift’s data-driven network enhancements have led to a substantial increase in passenger journeys, with Reading Buses reporting 19.5 million journeys in 2023/24, an 11.4% growth from the previous year. 

Driving cultural change through optimisation

The partnership has also improved operational efficiency, with Reading Buses' team noting a dramatic reduction in runtime complaints and improved morale throughout the company. Team members have reported increased confidence in their roles, due to streamlined operations and reduced timing-related stress. Operations teams now work with greater assurance, knowing that timetables are optimised based on real-world data and predictive analytics.

Building towards a fully optimised network

Reading Buses are not slowing down anytime soon. The operator will continue to harness CitySwift’s platform to deliver data-driven insights and timetable optimisation recommendations. Equipped with these tools, Reading Buses is committed to the continued refinement of its services, aiming to make public transport the most reliable and affordable choice for commuters in the Reading area.

‍"There’s been a real shift in the mood across the business—less frustration, more confidence, and a stronger sense of pride in the service we’re delivering. That positive energy feeds through to our customers, who are now getting a more consistent and reliable experience.”‍

Gemma Redson, Commercial Manager at Reading Buses