Bus service improvement plan
As part of our commitment to improving bus services in Norfolk, we developed our first bus service improvement plan. Following its initial success, we updated the plan extensively before re-publishing it in June 2024. In this updated plan we want to:
- Have a simple, reliable, easy to access, connective and integrated bus network
- Have a simple and affordable ticketing and fares offer
- To provide information that is up-to-date, relevant, accurate and easy to access
- To provide waiting areas that are accessible, safe and appropriate to the location
- To promote and build upon our green and sustainable bus network
Download the bus service improvement plan (PDF, 8 MB)
Read our delivery plan for 2025/2026:
Bus Service Improvement Plan - Delivery Plan 2025-26 (PDF, 56 KB)
Approximately every 6 months we will produce a progress report to let you know how we are doing against our improvement targets. Read the current progress report:
Bus Service Improvement Plan targets - progress report May 2025 (PDF, 277 KB)
Our Enhanced Partnership
We have formed the Norfolk Enhanced Partnership to enable us to deliver the Bus Service Improvement Plan. This is a partnership between:
- Norfolk County Council, as the Local Transport Authority (LTA)
- Local bus operators
We continue to deliver the BSIP through an Enhanced Partnership Plan and Scheme. They outline the commitments that the County Council and Norfolk's bus operators have made to improve public transport in the county.
Download the December 2024 Enhanced Partnership Plan and Scheme (PDF, 617 KB)
Funding for our plan
In 2022 we received £49.55million funding from the government to deliver our Bus Service Improvement Plan. In November 2024, DfT made a further allocation of £14.8m to continue funding the plan into 2026, so that we could continue with our good work of improvements.
Passenger feedback
It is important that we know:
- What is important to Norfolk residents
- What will help to attract more people to choose public transport for their journeys more often
We have therefore commissioned Transport Focus - the voice of bus passengers - to conduct independent customer surveys. This provides vital insight into passenger concerns and preferences. Their results also feed into our progress reports, particularly regarding customer satisfaction.
Bus passenger charter
We have worked with Suffolk County Council and local bus operators to create a bus passenger charter for Norfolk and Suffolk.
It establishes a consistent standard of service you, the passenger, can reasonably expect when you travel by bus - regardless of bus company or county.
Read the bus passenger charter for Norfolk and Suffolk
Travel Norfolk
Travel Norfolk is the single brand identity we developed as part of our BSIP. It can be found on buses and at bus stops. The brand has its own website which highlights notable BSIP achievements to date. Visit the Travel Norfolk website.
Journey Planner
Our Travel Norfolk website contains a journey planner. So, no matter which bus company it is, you can find out how to get from A to B in Norfolk by bus as well as by other means. Its map also shows buses in real time.
Travel Norfolk QR boards are found on every bus stop. Scanning the QR code with a smartphone shows bus information in real time at no extra cost to the passenger. Visit the Journey Planner on Travel Norfolk.
National bus strategies
Better Buses Bill - this is new legislation proposed by the new government. It is currently at the committee stage of the parliamentary process before becoming enacted in the future. View details of the Bill on UK Parliament
Better Buses follows on from Bus Back Better, the previous Government's national bus strategy for England. That strategy remains operational until it is replaced by Better Buses.
Key parts of the strategy are:
- Greater local leadership
- Joint working between local transport authorities (LTAs) and bus operators
