Go-Ahead London’s employees are making good service a priority.
OUT THE QUALITY iBus controllers get the big picture
Mark’s hands-on approach to service
PERHAPS the most important word in a service controller’s vocabulary is ‘headway’. All high frequency routes have a set headway – the time gap between buses on the same route with the same number. Controllers in the iBus rooms monitor the progress of their garage’s routes on screens, while their colleagues do a similar job at the roadside. Debbie Tyson works at Camberwell ensuring the garage’s buses are maintaining a reliable service. If the service needs to be adjusted, for example where buses are bunching, she is able to contact a driver via iBus to give him or her the appropriate instructions. “The iBus controllers have the advantage,” said Debbie, “of being able to track buses throughout their entire journey whereas our colleagues at the roadside only see them at specified points. “The advantages they have over us, of course, are that they can see exactly what needs to be done in emergencies and they can spot other things that we can’t possibly monitor, like the presentation of a bus and blinds not properly displayed. “Whatever happens,” said Debbie, “it’s the controller’s job, whether monitoring services via iBus or at the roadside to maintain service reliability.”
MARK SPENCER has been with Go-Ahead for 10 years. He cut his teeth driving, then joined the ranks of service controllers and now combines those duties with membership of the seven-strong service quality squad. “It’s a super job,” he said. “It’s hands-on, there’s plenty of variety and you never quite know what’s going to happen next.” A significant proportion of Mark’s work is long term, for example helping controllers find out why a particular route is performing below the required standard and sorting it out. He and other members of the squad also assist when it comes to planning services around road works and the numerous events in London that cause disruption. “We are in constant touch with service controllers to find the best solutions to the challenges we know are going to happen. “But then there’s the unexpected and we come into our own then because we have the flexibility to go immediately where help is needed. “Take a burst water main, or anything else that might cause a diversion. We’ll try to help our own drivers and controllers and those working for other companies to minimise disruption to passengers. “It’s about keeping London’s bus services going.”
company believes greater s are necessary to operate the route andard required. on-compliant bid will be based on oad conditions, which will probably amatically from the conditions that five years earlier when the contract issued.” a bid together is hard, serious olving Gill, road managers, general s, tendering and scheduling staff ourse, all the directors. s a lot of experience round the hose times,” said Gill. “We have to er that other major operators bidding ork are putting the same sort of
We risk pricing ourselves out of the market weight in as we are, taking a long view of the quality issues and hoping to come up with a competitive, yet realistic price.” It’s good news and Go-Ahead London has won the contract. Now it’s time for people with long experience in another field to take over – that of service quality. There are well over 130 regulators, controllers and their managers – all reporting to Gill – to look after more than 100 routes operating out of 15 garages in Go-Ahead London’s operation. The recent award of the EL1, EL2 and 300 services is a direct reflection of the improvement in service quality in East London.
Finding solutions: Service controller Mark Spencer.
BusTalk l February 2010
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