West Northamptonshire Council’s public transport team is newly established, focused on improving bus services and passenger experience across the region. As part of their mission, they’re using data more effectively to inform decisions and work collaboratively with operators.
Although they’re still early in their journey with Mosaiq, the team is already seeing the value of the platform for punctuality analysis, BPIP reporting, and evidence-based conversations with operators.
“We’re a very new team and still building up our systems and processes, but already Mosaiq has proven really useful,” says Suzanne Coombs, Senior Public Transport Officer.
For Principal Transport Officer Jason Ball, Mosaiq has quickly become a key tool. “At first, we were figuring things out as we went,” he explains. “Then a shining light came along, and it was Mosaiq. Suddenly, we had a platform that helped us turn data into actionable insights.
One of the first major uses of Mosaiq by the team was supporting the Council’s Bus Punctuality Improvement Plan (BPIP).
“I was normally getting data from the operators’ own systems, but when a contact went off sick, I was able to pull everything I needed from Mosaiq,” says Jason. “That helped me populate the BPIP report myself and it was great to have that independence.”
The operators provided information on the least performing routes across West Northamptonshire and the team used Mosaiq to explore punctuality trends service by service. Jason explains: “I could split the routes, look at inbound and outbound punctuality, and find where performance was dipping. It’s not just data for data’s sake, it’s evidence we can use in real discussions with operators.
That data-driven approach is already improving how the council works with its bus operators.
“It helps us have open, constructive conversations,” says Jason. “We can point to where issues happen- between stop A and stop B, for example- and work together to adjust running times or spot wider issues. That’s how you improve services.”
Mosaiq has also been key in helping the team respond to public inquiries with confidence.
“If someone says a bus didn’t run or was late, I can go into Mosaiq, drill down into the actual journey, and see exactly what happened,” says Jason. “That evidence-based view is incredibly helpful.”
For Jason, who previously worked in the bus industry, Mosaiq provides “a powerful snapshot in time” and the ability to isolate performance issues and use them as a starting point for improvement.
“Being able to see start, mid, and end-of-route data is really powerful,” he adds. “It means schedulers can pinpoint exactly where things are going wrong instead of guessing.”
As a new team learning a new system, West Northamptonshire found the onboarding experience and ongoing support from Mosaiq’s Customer Success team invaluable.
“The support and aftercare have been excellent,” Jason says. “The team have been patient and always there when we’ve needed help, especially when I was doing the BPIP report. There’s lots to learn, but the key thing is it’s easy to use.”
The council’s ambitions go beyond punctuality reporting. The team sees Mosaiq as a key enabler for future planning, helping shape traffic light priorities, service schedules, and congestion mitigation projects.
“This is just the start,” says Jason. “It’s early days but we’re on the right track.”
As the team gains confidence and time to explore more features they expect Mosaiq to become embedded in everyday decision-making.
Asked what he’d say to other local authorities considering Mosaiq, Jason doesn’t hesitate:
“We could sell it easily. It’s a great tool for reporting, engaging with operators, and improving services for passengers. That’s what it’s all about, using data to make things better for the travelling public.”
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