UK Bus Awards: The Big Book of Big Winners 2015

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WELCOME

WELCOME TO THE 20TH UK BUS AWARDS A welcome message from TONY DEPLEDGE OBE , Chairman of the UK Bus Awards

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t’s a pleasure to introduce the 20th Anniversary of the UK Bus Awards scheme and to invite you to work your way through this great panorama of the bus industry’s achievements.

We’re pleased that this has been another successful year for UK Bus Awards; it is a credit to local authorities, operators, suppliers and everyone whose work contributes to the services that we provide, that we have again seen such strong evidence of commitment, innovation and dedication.

Celebrating 20 years of UK Bus Awards is not the aim of the scheme, of course. Our focus is on what we can recognise this year as worthy of the reward that UK Bus Awards can bring and on the inspiration that this provides for the whole of the industry. We are, I think, allowed to reflect for a moment

on those 20 years to see just how far we have come and what has been achieved by the work of dedicated people across the bus industry over that time: we may be ‘standing on the shoulders of giants’, to use the old phrase, but we also have to find new ways of working to face the new challenges that each year brings.

And, helped by that moment of reflection, I can tell you that it’s a great pleasure to be reminded again of the great work that goes on across the United Kingdom as operators, local authorities and suppliers find ever-more creative and innovative solutions to the delivery of high quality, attractive and effective bus services.

Not for the first time, we see how authorities and operators can align their objectives and work together to benefit bus users and to attract non-users. Cooperation between partners - however that is achieved - is the key to delivering rapid, cost effective and successful projects that build on the knowledge, experience and competence of each of the players - as those recognised by UK Bus Awards 2015 so clearly demonstrate.

I’m grateful for the work of our large team of judges, managed with great skill and good humour by John Owen; the judges assess, review and select the Bronze, Silver and Gold winners in each of our 20 categories. They bring knowledge, interest and experience

of the bus industry - operators, local authorities, passenger and campaigning groups and academics alike. The skills of the judges and the rigour that they apply to the process, deliver strength to UK Bus Awards as we recognise, reward and inspire the industry - and as we celebrate success!

This 20th year of UK Bus Awards has shown again just what can be achieved.

I hope that what we are celebrating here will inspire you to seek out new ideas and new projects that can be future winners for what we celebrate is celebrated even more by those who use our services and see at first hand what we deliver. It would be good if we could inspire everyone to aim for the success of the best; that inspiration is a key feature of our work. Of course, these remain very challenging and uncertain times for the industry. No one should believe that what has been achieved by those we recognise here is the end of the story. We have an impact on the lives of all the people who live, work, visit or study in the areas we serve; it’s a great responsibility and we want to see good services across the country. We hope that the UK Bus Awards scheme can help to deliver that.

I’m delighted by the enthusiasm and commitment that we see every year - and delighted also that UK Bus Awards is again such a great showcase for our industry. ~

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CONTENTS

SPECIAL AWARDS

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20th Anniversary Award OPERATIONS AWARDS

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Bus Operator of the Year

TECHNICAL & PROFESSIONAL AWARDS

PEOPLE AWARDS

LONDON AWARDS

ABOUT THE UK BUS AWARDS

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Environment

Young Manager of the Year

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Award for Innovation

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Top City Operator

Making Buses a Better Choice: The Peter Huntley Memorial Award

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Top Shire Operator

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Top Independent Operator

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Top National Bus Depot

Local Authority Bus Project of the Year Award

Unsung Heroes Award

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Award for Marketing Initiative of the Year

The Chris Moyes Memorial Award for Top National Bus Driver

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The Award for Sustained Marketing Excellence

London Bus Garage of the Year Luke Rees-Pulley Charitable Trust Award for Top London Bus Driver

Sponsorship

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Judging the UK Bus Awards

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Reflecting on the UK Bus Awards

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Engineer of the Year

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Services to the Bus Industry

Putting Passengers First: The Claudia Flanders Memorial Award

UK BUS AWARDS 2015 BOARD OF DIRECTORS

Chairman: Tony Depledge obe Directors: Jamie Cash, Chris Cheek, Allan Edmondson, Ian Smith Secretary: Michael Anderson MANAGEMENT COMMITTEE

Convenor of Judges: John Owen obe Minute Secretary: Trevor Whelan Members: James Freeman (First West of England), Andrew Garnett (Passenger Transport Publishing), Alan Hill (ATCO), Alex Hornby (Transdev Blazefield), John Miller (Arthur J. Gallagher/QBE), Claire Walters (Bus Users UK)

PROFESSIONAL ADVISERS

Accountants: The Shepherd Partnership Administration: Pat Hartley-Gibson and Margaret Harrison (Admin24) Event Production: Noel Fletcher (Gemini) Marketing & Promotion: Ray Stenning and his team (Best Impressions) Media: Sam Crown (Markettiers4DC), Meera Rambissoon (TAS Partnership) PRODUCTION

The UK Bus Awards 2015 Souvenir Brochure The Big Book of Big Winners - has been produced

by Passenger Transport. Editor: Robert Jack

Designer: Keith Simpson (keith@one-creative.com) Distribution: Courtesy of Passenger Transport, Bus and Coach Buyer, and BUSES This publication and the UK Bus Awards logo is copyright Š The Bus Industry Awards 2015. All rights reserved. No part of this publication may be reproduced in whole or in part without the written permission of the publisher The Bus Industry Awards Ltd, organisers of the UK Bus Awards, Rossholme, West End, Long Preston, Skipton, North Yorkshire bd23 4ql Telephone: 0870 900 1450. Fax: 0870 900 1480 Email: info@ukbusawards.org.uk Web: www.ukbusawards.org.uk

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20 YEARS OF UK BUS AWARDS

TWO DECADES ON, THE VISION IS AS IMPORTANT AS EVER The UK Bus Awards have always been about excellence - but most of all they have been, and remain, about winning hearts and minds

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t was in the middle of 1995 that Peter Huntley and Chris Cheek, working to develop transport consultancy business The TAS Partnership, had an idea to put together an organisation that would recognise excellence and real achievement in the bus industry.

The idea was to build on the work of the Association of Metropolitan Authorities in launching the Bus Good Practice Awards in 1991 - a growing and successful scheme which the AMA staff had neither the time nor the resources to develop.

It was a time when change was in the air.

The major groups were expanding, and all participants were coming to terms with the need to work together to achieve desired outcomes - so giving birth to the first Quality Partnerships. Operators were increasing investment and recognising the need to put the customer first.

Chris Cheek, UKBA Director, explains: “We felt that there was a positive story there about the efforts of bus companies and local authorities to improve bus service provision in the UK. The story wasn’t being told.”

During the autumn of 1995, TAS circulated a document to interested parties in the industry, and convened a meeting of interested parties in London that December.

It was attended by representatives of CPT, local government, bus operators and potential sponsors and was chaired by Barry Moore, recently retired as MD of Ipswich Buses.

Names round the table included Trevor Smallwood of FirstBus, Peter Hendy of CentreWest, Ian Morgan from trentbarton, Stuart Jones from Bus and Coach Buyer, Phil Swann from the AMA, Stephen Joseph from Transport 2000, David Watson from CPT and Caroline Cahm from what is now Bus Users UK. “The meeting showed that there was support for developing the idea, and so the scheme was born,” says Chris. A management committee was assembled under the chairmanship of Barry Moore, including representatives from local government, Transport 2000, bus operators themselves, the trade press and CPT. The newly formed committee set objectives

1 1. The 2004 Bus Industry Awards at the London Hilton.

2. Giles Fearnley (centre) receives the Bus Operator of the Year prize for Harrogate & District in 2002.

3. Richard Brown from Eurostar presented the trophies in 2010.

4 & 5. Chris Cheek and Peter Huntley, the awards' co-founders.

6. John Carr, who served as Convenor of Judges.

7. John Owen, Chairman of the UK Bus Awards from 2005 to 2014

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for a scheme that reflected the needs of the industry: to provide positive coverage of bus transport in the media; incentivise bus companies, local authorities and industry suppliers to adopt best practice; and provide a forum in which best practice would receive wider coverage within the industry. And so the Bus Industry Awards was launched, seeking nominations in five award categories, attracting over 60 nominations from around the country.

The first presentation ceremony was held in November 1996 before an audience of 200 at the Merchant Taylors’ Hall in the City of London. Things took off from there.

The number of categories was expanded in 1997, and the first ever shortlist

announcement took place, held at the NEC in Birmingham during the bus industry’s annual exhibition, with live coverage on BBC Radio.

The ceremony itself moved to the prestigious Dorchester Hotel in Park Lane, and was attended by junior Transport Minister Glenda Jackson... and the audience doubled.

With the assistance of PR and Event Manager Mitch de Faria, who worked tirelessly for the project until the middle of 2005, the events quickly achieved the quality for which the scheme became renowned. At the same time, the scheme achieved excellent results in terms of media coverage, particularly in the local and regional press and on local radio and regional television.

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A professional production company was engaged for the first time in 1999, in the form of Gemini Productions and Noel Fletcher, and he has continued to work with the awards ever since.

The event moved to larger premises at the famous London Hilton on Park Lane in 2000, whilst in 2002 the audience reached over 600 for the first time. Veteran quizmaster Bob Holness was compere, whilst Transport Secretary Alistair Darling gave the keynote address. That year’s scheme attracted 161 entries from companies, authorities and partnerships representing more than 280 organisations. As the event expanded, fundraising became more of an issue, so Ian Smith joined the organisation in 2000, becoming Commercial Director a year later.

Three years on and the scheme reached its 10th birthday: the identity of the project needed a refresh, and it was relaunched that

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year as the UK Bus Awards. After 10 years of sterling service, chairman Barry Moore stepped down, and was replaced by John Owen. He brought many years’ experience including a year as CPT President in the early 1990s to the job. Ian Smith took over as Executive Director. John Carr, who had represented the Chartered Institute of Logistics and Transport on the Management Committee for several years, joined the board and became vice-chairman and convenor of judges, a post he held until other commitments forced him to relinquish it early in 2008.

And so to the triumphs of 2007 - a record audience of over 830 at Old Billingsgate in the City of London, over 170 entries and 19 award categories - an expansion which enabled the scheme to shift the focus increasingly onto front line staff as well as the planners, marketeers and decision-makers. Live peak time TV on BBC1’s The One Show topped a

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12 8. Peter Hendy, who attended the initial meeting in 1995, presented the trophies to the winners in 2014.

9. Tony Depledge, the current Chairman of the UK Buses Awards.

10. Norman Baker spoke at the awards in 2010 as Transport Minister.

11. Jane Hill presenting the 2014 UK Bus Awards.

12. Ian Morgan of trentbarton.

13. Brian King (centre) receives a special 10th anniversary award for trentbarton at the 1995 UK Bus Awards

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triumphant day in the City of London.

Could it get better still? Spectacular?

Certainly: the move to Battersea Evolution in 2008 saw the most spectacular ceremony yet, with another audience topping the 750 mark.

Then the recession struck, reducing sponsorship income as the world economy contracted, but the UK Bus Awards managed to ride things out. In 2009, the number of nominations broke the 200 barrier for the first time, and a sell-out audience back at the London Hilton saw what many thought to be the best Presentation Ceremony yet.

A superb conference in Cambridge won plaudits from all concerned, too.

The 2010 competition also saw entries top the 200 mark for the second time in a row whilst there was another great conference at Warwick University. A sell-out audience at the London Hilton welcomed new coalition Transport Minister Norman Baker as keynote speaker and witnessed Richard Brown from Eurostar present the winners’ trophies.

In the Olympic Year of 2012, the awards ceremony was able to mark the huge achievements of the transport arrangements for the Games, whilst 2013 saw further changes at the top. Chairman John Owen stepped down (though remaining as Convenor of Judges) and was replaced by another former CPT President, Tony Depledge. Entries once again achieved a record, as more than 400 members of the public nominated their favourites in the Top National Bus Driver competition.

And so to this 20th anniversary year: another fresh venue, as the organisers sought more space and improved economics, which was found at The Ballroom, a pop-up venue on London’s South Bank. At this spectacular space with enhanced production facilities, the 630-strong audience was treated to a true celebration of excellence in a whole range of activities vital to the industry, its prosperity and to its future.

The last 20 years have seen a progressive evolution of the event - categories changed and updated as priorities have shifted; more opportunities provided to recognise the people which make the industry tick; the media and PR campaign updated and refocused to cope with the revolution in communications as first the internet and then social media came into play.

The UK Bus Awards are about excellence in all aspects of planning, promoting and operating bus services - but most of all, they are about winning hearts and minds: getting customers, staff and stakeholders to sign up to a vision of successful, sustainable and high quality bus networks all round the country. That vision was behind the decision to launch the awards in 1995, and today’s organisers believe that it remains intact and just as important - 20 years later. ~

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SPECIAL

20TH ANNIVERSARY SPECIAL AWARD

WINNER

RAY STENNING BEST IMPRESSIONS

To mark the 20th year of the UK Bus Awards, a 20th Anniversary Special Award was made to Ray Stenning, Director of Best Impressions, for his immense and pioneering contribution to design in the bus industry.

Ray has worked with many bus operators over the years, including Reading Buses and trentbarton, as well as creating branding for train operators that include East Midlands Trains and Virgin Trains East Coast. He has long advised and urged the industry towards a

positive and empowering style of communicating with staff and the outside world.

Ray began his career in the industry some 36 years ago as a part-time coach driver, though he dates his interest in transport back to his boyhood.

Since then, he has come to play a central role in the bus industry, and has been strongly influential in determining the look and feel of the vehicles and how bus operators present themselves to the customer.

He has played a central role in the revolution which, since deregulation, has transformed the way in which many bus operators think of themselves

and how they inform customers, provide access to our product and stimulate the desire to use the industry’s services.

In this anniversary year, the UK Bus Awards Directors felt it appropriate to recognise and reward Ray’s invaluable work in this field - not only for his formidable technical skills, but also for the flair and passion he brings to what he is doing.

Ray founded his company, Best Impressions, in the early 1980s, since when it has grown from a one man design studio into a complete one-stop design, branding, marketing and advertising agency.

Under his leadership, the

company has been responsible for the look and feel of many of today’s bus, rail and coach companies: somebody once remarked that Ray “produced more bus, coach and rail liveries in the world than anyone else” which is probably true!

But the work has also been about providing complete promotional campaigns and information material - and bringing a customer-focused approach to the job.

Ray has also been involved with the UK Bus Awards for more than 10 years - and the past is not forgotten either, as he owns and edits Classic Bus magazine as well.

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1. Ray Stenning.

2. He is not adverse to getting hands on with the rail industry either!

3. Ray has created many brands over the years, including Jet Black at Reading Buses.

4. He has a long working relationship with bus operator trentbarton.

5. Ray is a director of Best Impressions

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OPERATIONS

UK BUS OPERATOR OF THE YEAR

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2 1. The Reading Buses team celebrate their Gold Award.

2. Reading has been a finalist in the Top Shire Operator category for five years in a row.

3. Brighton & Hove has a track record of outstanding growth.

4. The judges were pleased that Safeguard Coaches' service quality was praised by the mystery travellers

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Sponsored by

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GOLD WINNER

SILVER WINNER

READING BUSES

This is the ‘grand prix’ of the UK Bus Awards. Pre-eminent amongst bus operators in the UK, the UK Bus Operator of the Year, more than any other, delivers consistently excellent customer service and demonstrates its success through sustained effort over the long term. The crème-dela-crème, the UK Bus Operator of the Year is selected from the highest-scoring contestants in the awards for Top Independent Operator, Top Shire Operator and Top City Operator.

BRIGHTON & HOVE BUS AND COACH COMPANY

The combination of innovation, strong operational performance and award-winning marketing initiatives has delivered growth, strong partnerships and an engaged and well-motivated workforce. As a result, Reading has been a finalist in the Top Shire Operator for five years in a row, winning the award for three years in succession - leaving it well-placed in the contest for our ‘grand prix’ award.

Reading’s strong performance in the mystery travelling element in a challenging and congested operating environment meant that the judges had little hesitation in naming Reading Buses as the Gold Award winner.

A combination of awardwinning innovation, marketing campaigns and high operational standards has delivered a long record of outstanding growth in a congested city, winning genuine modal shift.

A total of 90% of customers are satisfied with Brighton & Hove’s bus services, according to Transport Focus results, despite extensive city centre roadworks in recent months.

In a very close contest, the company scored very well indeed on the ‘mystery travelling’ and the judges felt that this meant that the Silver Award in this category was well deserved.

BRONZE WINNER

SAFEGUARD COACHES

Family-owned Safeguard Coaches is a long-established operator in Guildford - heavily congested, with high levels of car ownership.

Even so, the company impressed the judges by demonstrating year-on-year passenger growth; this is being achieved by a continuous process of innovation and the delivery of quality service with passion.

The judges were pleased that Safeguard’s service quality was praised by the mystery travellers, helping to demonstrate that buses can and do play a vitally important role in providing a sustainable transport option in a congested town like Guildford.

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OPERATIONS

TOP CITY OPERATOR

Sponsored by

The judges praised Brighton & Hove for being very good at providing statistics and KPIs to evidence its entry. They also welcomed numerous initiatives on accessibility, and noted that the operator has also had a Low Emission Zone in the middle of the city to deal with.

GOLD WINNER

BRIGHTON & HOVE BUS AND COACH COMPANY

This award is open to operators of registered bus services based in, or operating wholly or mainly in, the PTE areas and other major cities with populations of more than 250,000.

Brighton & Hove is proud of thinking and acting ‘local’, being embedded in the community and in tune with Brighton and Hove’s creative energy and green values.

The company takes a lead in working with partners in such a way as to encourage residents to get out of their cars and onto buses. 90% of customers are satisfied with its bus services, according to Transport Focus results, despite extensive city centre roadworks.

Heavy focus on social media means Facebook followers have risen from 1,800 a year ago to 12,000 this year, and 15 minute responses are aimed for compared to three days previously. The company enjoys 5% year on year passenger growth.

SILVER WINNER

STAGECOACH MANCHESTER

Stagecoach Manchester takes pride in its investment in staff, services and the local community and in its involvement in strong local partnerships.

In 2014/15 the company carried 104 million passengers - an increase of 1% on the previous year, and has achieved continuous passenger growth for 14 consecutive years. Stagecoach Manchester operated 99.5% of its scheduled services and

punctuality was 98.7% in 2014.

The judges commented that Stagecoach Manchester was the shining star of Stagecoach.

The judges were impressed by the company’s continued passenger growth and levels of investment, noting that the Hazel Grove park and ride scheme, in which the company is heavily investing, is the first of its kind for a UK bus operator.

BRONZE WINNER

GO NORTH EAST

At the heart of Go North East’s approach lies rigorous staff training, close partnerships with the public and private sector, extensive marketing, customer research and a passion for innovation.

The company also prides itself on its strategic marketing output and consistent independent passenger satisfaction scores,

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reaching 90% in 2014/15. GNE has steadily driven growth in passenger volumes and satisfaction levels in recent years.

Refreshing conventional approaches and the introduction of new technology in its communications, pricing and delivery of services across the region, have challenged established thinking about the way bus services should be run.

FINALIST

NATIONAL EXPRESS WEST MIDLANDS

National Express West Midlands is proud of transforming its business in the last few years.

There have been significant increases in satisfaction, one of Britain’s strongest transport partnerships, consistent growth and innovation, positive customer feedback and accreditation from the Institute

of Advanced Motoring.

The company has seen 2% growth on route-branded services. A new bus hit the streets every three days over the past three years and a refurbished bus every two days, helping to increase satisfaction with bus comfort by 6%.

New Platinum high specification buses were introduced on express routes in May 2015 and the company pledged to limit fare rises to below RPI +1%, lifting value for money satisfaction by 12%.

The judges were impressed by the improvements taking place across the company, not least with the upgrades to vehicle quality. They felt that the fact that National Express West Midlands called a taxi for people in wheelchairs was worth commending, addressing the basics which they considered is what running buses is all about.

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5 1. The Brighton & Hove team collect their award.

2. Stagecoach Manchester impressed judges with its investment in a privately-operated park and ride scheme.

3. Stagecoach Manchester's team.

4. Go North East has a passion for innovation.

5. Extensive marketing initiatives have helped grow passenger volumes at Go North East.

6. National Express West Midlands has introduced high specification buses on express routes

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OPERATIONS

TOP SHIRE OPERATOR

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Sponsored by

company’s vehicle maintenance operations could use 3D printing.

The judges noted the company’s strong focus on, and investment in, vehicles and comparison vehicle trials, which are popular in the community, where people can top up their smartcards and where strong branding works.

GOLD WINNER

READING BUSES

The award for operators in the shire areas of the UK, covering all areas outside our major cities.

Council-owned Reading Buses prides itself on constantly striving to deliver the best possible services and proactively championing bus use. Its passionate and engaged team aim to be pioneering, harnessing the latest innovations and technology.

Last year saw its biggest route and frequency expansion in recent times, to meet growing customer and economic needs of Reading. Revenue has increased by 12% and patronage by 10%.

Recent innovations include a new website and app, trial and rollout of the first contactless bus ticketing system outside London, virtual running boards on ticket machine screens, driver ‘self-service’ functionality for rosters and investigating how the

SILVER WINNER

TRENTBARTON

trentbarton is passionate about delivering a high quality inter-urban network of 278 buses across the East Midlands.

It puts down its success to what it describes as its exceptional driving staff, who are at the heart of the company's customer facing approach.

“We aren’t resting on our laurels. With fleet investment, innovation and improving the

customer experience we are working hard to enhance our reputation as being the really good bus company,” it adds.

The judges welcomed trentbarton’s pioneering approach over the years and strong focus on marketing, noting other operators were adopting a similar approach.

BRONZE WINNER

STAGECOACH SOUTH WEST

Stagecoach South West prides itself on continuing to go from strength to strength and showing that the South West is far from ‘sleepy’, but is a region undergoing a sustained period of economic investment and development as well as strong growth in the traditional tourist market.

The company revamped its

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3 1. Reading Buses picks up its Gold Award.

2. Driving staff play a big part in trentbarton's success.

3. Stagecoach South West has worked hard to embed itself in the communities it serves.

4. Judges were impressed by a range of improvements at morebus.

5. Metrobus has seen patronage growth of 110% between 2001 and 2013

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Torbay bus network in May 2014 with a brand new route number 22, combining other services with a new town centre route to provide new connections between attractions and hotels.

After discussions with Torbay Youth Parliament, the company introduced a Termrider season ticket for those aged 18 or under at 10% less than a 13-week Megarider, while other ticketing initiatives include simplifying fares on the Ex-Citi network and a ÂŁ1 fare for any child with a fare paying adult at any time.

The judges were impressed by the quality of the company’s marketing and its embracing of the tourist market. Stagecoach South West also picked up many former FirstGroup and Western Greyhound bus services as well.

The judges also noted the way the company has embedded itself within the business community

over a large area. It has made some services which did not work so well into a success, and made fare reductions.

increased 28% year-on-year and there are plans for further improvements.

The judges were impressed by the significant improvements which the company had made.

FINALIST

MOREBUS

FINALIST

morebus is proud of having the highest recorded bus growth in the UK (outside of London) in Poole and Bournemouth. It continues to concentrate on its customers, staff and innovation.

Having repositioned the company over the last three years, morebus operated its core M1 service between Poole and Bournemouth on Christmas Day for the first time in 2013, providing a vital connection and extension of the service to the Royal Bournemouth Hospital a step which was repeated last Christmas.

Customer numbers have

METROBUS

Metrobus registered a commercial network in Crawley in 2001 when the existing operator declared that operations in the town were unviable.

The last 14 years have seen unprecedented growth, investment and new technology.

The company is an integral part of life in Sussex, Surrey and Kent, with an enviable reputation for quality, investment and customer service.

Metrobus has seen patronage

growth of 110% between 2001 and 2013 in Crawley and around Gatwick Airport. Over 13,000 trips are made using smartcards each weekday and 3,000 tickets are sold a week on its app.

Year-on-year growth is currently 4.3%.

Metrobus prides itself on its empowerment of staff who are trusted to carry out responsibilities to the full and a proactive management team.

The judges felt Metrobus is among the unsung heroes of the industry, and is very good commercially and operationally over a large coverage area of Surrey, Kent and Sussex.

It is also one of the few operators that offers 24/7 telephone service and it has made a success of Crawley, where the previous operator walked away. It is the first to bring out a rail/bus smartcard.

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OPERATIONS

TOP INDEPENDENT OPERATOR

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Sponsored by

area which isn’t necessarily suited to buses due to a high level of car ownership.

GOLD WINNER

SAFEGUARD COACHES

This award is for smaller bus companies with fleets of fewer than 100 vehicles, not owned by a public limited company (plc) or holding company which owns three or more bus operating subsidiaries.

Family-owned Safeguard Coaches says it is achieving year-on-year commercial bus patronage growth by continually innovating and delivering a quality service with passion, day in day out.

“We are increasingly demonstrating that buses have a vitally important role to play in providing a sustainable transport option for the congested county town of Guildford,” it says.

The judges felt Safeguard is a long established, respected, family-run operation which uses professional marketing techniques. They noted that the company has not increased fares since 2010 and operates in an

SILVER WINNER

ENSIGN BUS COMPANY

Ensign is an independent operator that runs a fully commercial network in difficult operating territory around the A13 and M25 Dartford crossing.

“Already fiercely proud of our operating statistics and being the reigning Independent Operator of the Year, the last 12 months have seen us improve the operation and business further,” it says.

The judges were impressed by the company’s doubling of turnover in a year, and that it ran Boxing Day services.

BRONZE WINNER

COURTNEY BUSES

Courtney Buses says that it has worked hard to enlighten non-bus users about the independence and financial rewards that bus services provide.

“By carrying out repeated customer surveys and using other tools to measure customer confidence, we are able to prove that punctuality and reliability has been rewarded by an increase in passengers and usage,” it adds.

The judges welcomed Courtney Coaches relating to the local market, such as an on-bus notice about the new royal baby. For a small operator, they were also impressed with its work on smartcards.

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1. Guildford-based Safeguard Coaches was named top independent operator this year.

2. Andrew Halliday from Safeguard Coaches collects his award.

3. Judges were impressed with how Courtney Buses responds to the local market.

4. EnsignBus operates heritage buses as well as commercial local bus services.

5. Compass Travel has expanded significantly in the last year

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FINALIST

COMPASS TRAVEL (SUSSEX)

Compass Travel says that it has had an exciting year, taking over routes from the big transport groups in Brighton and Surrey whilst facing the significant challenges posed by heavy cutbacks in local authority support and funding for bus services, most notably in East Sussex.

“Investment continues in all areas of the business,” the company says. “Compass still holds true to its core customer focus ethos and going the extra mile in service provision.”

The judges noted that Compass take a commercial view to tendered routes.

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Š Shutterstock

Congratulations.

INIT would like to send those recognised at the UK Bus Awards 2015 our sincere congratulations and wish them continuing success in the future.

As a supplier of fully integrated Ticketing, Automatic Vehicle Location and Real-Time Passenger Information systems, INIT would welcome talking to you about smart EMV & ITSO based ticketing with integrated real-time passenger information functionality.

0870.8904648 | www.init.co.uk

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OPERATIONS

TOP NATIONAL BUS DEPOT

1 1. Stagecoach North East's Sunderland depot combined hard work with fun.

2. Judges were impressed to see a lot of training being carried out at Metrobus's Crawley depot.

3. Arriva described the 'Team Birkenhead' ethos

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Sponsored by

This award is designed to recognise and reward high standards of operation and customer care throughout the UK. The award is open to bus depots or garages which operate buses on local bus services outside London. The award is made to the garage which, in the opinion of the judges, delivers the highest operational standards to its customers.

2

sports events, dressing up or taking off their clothes, all with the aim of raising money for local charities.”

The judges noted excellent lost mileage figures (0.3% in 2014) and punctuality figures of 97%.

GOLD WINNER

SUNDERLAND STAGECOACH NORTH EAST

Stagecoach North East says its Sunderland depot is “proud to be providing a reliable and friendly service for customers, with consistently high engineering standards and impressive operational performance.”

The depot team combine hard work with fun “the team is considered part of the local community,” the company says.

“They regularly take part in

SILVER WINNER

CRAWLEY METROBUS

Metrobus registered a commercial network in Crawley in 2001 when the existing operator declared that operations in the town were unviable.

The last 14 years have seen unprecedented growth, investment in fleet, depot infrastructure and new technology. The company says it is now “an integral part of life in Sussex, Surrey and Kent, with an enviable reputation for quality and customer service.”

The judges noted that Metrobus’s Crawley depot is in a challenging operating area, but it remains a good depot, where complaints have decreased and punctuality has risen. They were also encouraged to see a lot of training is being carried out. ➢

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OPERATIONS

TOP NATIONAL BUS DEPOT

BRONZE WINNER

BIRKENHEAD ARRIVA NORTH WEST

Arriva Birkenhead is one of the six garages which make up Arriva Merseyside.

Arriva Birkenhead operates cross-river services through the Mersey Tunnel, connecting the Wirral to Liverpool. The company says that ‘the Team Birkenhead ethos’ is very much at the heart of everything at the depot. “The garage is very proud of the service we operate and our team who operate it,” it adds.

The judges found the depot to be impressive in terms of its level of investment and improvement, noting strong

punctuality despite the removal of bus lanes.

the commitment and hard work shown by the depot during two closures of the Metro system 14 days last year and a month in 2013.

FINALIST

NEWCASTLE ARRIVA NORTH EAST

FINALIST

Arriva North East’s Newcastle Depot is achieving record scores in employee and customer satisfaction surveys, and, says the company, it is the keen focus on the customer that is driving these results.

“The engagement levels at the depot are outstanding and they demonstrate a commendable commitment to passengers, employees and the community it serves,” it adds.

The judges were impressed by

HALIFAX & TODMORDEN FIRST WEST YORKSHIRE

First West Yorkshire, Halifax and Todmorden says it nominated the Halifax and Todmorden depots because “of their excellent performance in increasing passenger numbers, revenue, customer satisfaction and staff morale, as well as making an investment in a new generation of vehicles.”

The judges were impressed by

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the creativity that has gone into some of the depot’s initiatives and noted the low sickness level.

FINALIST

YORK FIRST YORK

First York reports that its York depot “has had an amazing turnaround in the last two years with a real focus from the local team who have been determined to change the reputation of the business and deliver a real improvement for our 11 million customers.”

The judges noted that lost mileage has gone down and were impressed by the commitment to partnership resulting in positive improvement.

5 4. First York's York depot has seen an amazing turnaround in the last two years.

5. First West Yorkshire's Halifax and Todmorden depots have seen rising passenger numbers.

6. Arriva North East’s Newcastle Depot is achieving record scores in group-wide employee and customer satisfaction surveys

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CONGRATULATIONS TO ALL THE WINNERS AT THE UK BUS AWARDS 2015 Celebrating great customer service, teamwork and dedication

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30/11/2015 27/11/2015 18:16 15:43

VOLVO BUS Proud sponsors

Congratulations to Nottingham City Council for winning gold in the Volvo Bus UK & Ireland sponsored ‘Environmental Award’ at the 2015 UK Bus Awards.

Nottingham City Council were recognised for their Electrifying Nottingham project. The award category recognises a wide range of key environmental factors, all of which Volvo Bus enthusiastically supports.

The criteria includes noise level consideration, vehicle emissions, improved energy efficiency and air quality management. Electrifying Nottingham was recognised for its fleet’s low carbon and clean air credentials, beating stiff competition from industry leaders.

VOLVO BUS Wedgnock Lane, Warwick CV34 5YA Tel: +44 (0)1926 401777, www.volvobus.co.uk

Amazing people doing amazing things for our amazing customers Proud to be amongst the best in the UK bus industry - see you next year!

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TECHNICAL & PROFESSIONAL

ENVIRONMENT

Sponsored by

This award is presented to the scheme which, in the opinion of the judges, constitutes the best contribution by a bus operator, authority, manufacturer or any group or individual within those organisations to one or more of the following: further improving the environmental friendliness of the bus; improving the environment in which buses operate; improving the environment for bus users and potential users.

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GOLD WINNER

ELECTRIFYING NOTTINGHAM NOTTINGHAM CITY COUNCIL AND PARTNERS

The Electric Bus Partnership began in September 2012 and 45 fully electric buses are now being operated by partners trentbarton and Nottingham Community Transport.

13 more will be running by September 2016, bringing the total electric fleet to 58 vehicles - reportedly the largest fleet of electric buses in Europe.

Significant reductions in emissions and other pollutants have been achieved, while cost savings on fuel and servicing has enabled Nottingham City Council to fully maintain its contracted bus network.

The judges were impressed by the extent of the electric bus operation, the coherence of the system, the sustainability of the solution and by good, strong partnership working.

1. A total of 45 electric buses are in operation in Nottingham.

2. Some of those involved in the project collect their award.

3. EnsignBus has worked closely with Vantage Power to create the B320 hybrid system

SILVER WINNER

DIESEL INTO HYBRID ENSIGN BUS COMPANY AND VANTAGE POWER

Over the last three years, Ensign has worked closely with Vantage Power to bring to market the B320 System - a hybrid powertrain designed to retrofit existing double-decker buses.

The B320 allows operators to upgrade older buses to the latest emissions standard while reducing fuel consumption by over 40%, and at a quarter of the cost of buying new hybrid vehicles.

The judges noted Vantage’s role as the inventor and developer and that of Ensignbus in taking on the commercial risk to expand the system by marketing it.

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BRONZE WINNER

TO PLANET READING AND BEYOND! READING BUSES

Building on investments in bio-gas and electric-hybrid

➢

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TECHNICAL & PROFESSIONAL

ENVIRONMENT

vehicles, improving air quality, modal shift and customer growth, Reading Buses has launched its ‘Planet Reading’ environmental and sustainability strategy.

The company says it lives and breathes environmental awareness right across its business and shares its learning across the UK and Europe. So far, carbon emissions have been reduced by 20% at the same time as increasing customer numbers by more than 10%.

Investment in gas buses and hybrids, and the strong

commitment of the company to the environment, greatly impressed the judges who remarked on the extent of its achievements - a shining example to the rest of the industry.

2014) and Monks Cross in York, using a fleet of 12 electric buses.

Free parking and low emission Optare Versa electric buses running frequent journeys into York have helped cut congestion and emission levels along the routes into the city centre.

FINALIST

ELECTRIC BUSES AND NEW POPPLETON PARK & RIDE FIRST YORK AND PARTNERS

FINALIST

DELIVERING A GREENER FUEL BLEND STAGECOACH GROUP

In partnership with York City Council, First Bus operate two fully electric park and ride routes at Poppleton Bar (opened in June

Across the UK, three quarters of Stagecoach’s bus fleet now uses a greener fuel blend of 30%

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biofuel and 70% standard diesel, helping to significantly reduce the company’s carbon emissions across its fleet of 8,000 vehicles and helping to deliver greener travel for customers. In 2011 Stagecoach became the first UK bus operator to install a bioblender at its Kilmarnock depot, which enabled the company to blend its own mix of fuel.

The judges were impressed by the fact that Stagecoach has rolled out its bio-blend across the whole group and has shown a strong group wide commitment to the environment.

5 4. First York operates 12 electric buses to two park and ride sites in its home city.

5. Three quarters of Stagecoach's UK bus fleet use a green fuel blend of 30% biofuel.

6. Reading Buses is building on its investment in gas buses with its Planet Reading strategy

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to CO A al N w l G ...t ard the RAT he w 2 U ot inn 015 LA he e I T r w rs nn IO inn fro ov N ing m ati S tea AD on m L

Delivering Tomorrow’s Technology... Today

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Visit www.alexander-dennis.com to learn more about the multiple options available in our range of best-selling midi, single and double deck buses.

NEC

Stand H20

Alexander Dennis Limited 9 Central Boulevard, Central Park, Larbert FK5 4RU

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TECHNICAL & PROFESSIONAL

AWARD FOR INNOVATION

1

Sponsored by

retrofitting.

The judges noted Vantage’s role as the inventor and developer and that of Ensignbus in taking on the commercial risk to expand the system by marketing it.

GOLD WINNER

DIESEL INTO HYBRID ENSIGN BUS COMPANY AND VANTAGE POWER

This is the category which recognises and rewards new thinking in the industry amongst operators, authorities and suppliers. It focuses especially on products which can improve efficiency or make bus travel more attractive.

Over the last three years, Ensign has worked closely with Vantage Power to bring to market the B320 System - a hybrid powertrain designed to retrofit existing double-decker buses.

The B320 allows operators to upgrade older buses to the latest emissions standard while reducing fuel consumption by over 40%, and at a quarter the cost of buying new hybrid vehicles.

The judges were extremely impressed by this innovative after-market product, which can maximise the benefits of existing vehicles and minimise the capital cost. The ability of the system to replace the whole drive unit on vehicles stood out as different from other systems of

SILVER WINNER

BUS PASSENGER COUNTING AND OCCUPANCY SCREEN TRANSPORT FOR LONDON

In 2014, as part of Transport for London’s Year of the Bus celebration, the ‘Innovations’ group looked at ways to enhance the passenger experience through innovative technology.

The bus passenger counting and occupancy screen initiative was introduced as a trial. The initiative seeks to encourage passengers to take a seat on the upper deck of a bus by indicating how many seats are available upstairs and where they are.

While the judges noted that the project is still in its infancy, they were very impressed by its potential for future development not least in dispersing crowds, spreading bus loads and improving the efficiency of the industry. The judges were interested to see how widely the trial could be applied in future and its ability to change behaviour on the ground.

BRONZE WINNER

THE GREATER MANCHESTER YOUNG PERSON’S M-TICKET FIRST MANCHESTER

Research by First Manchester revealed the need to develop a targeted product for young bus users. The result is a ticket exclusively for 16-18 year olds - with unlimited use of services across Greater Manchester for £10 a week - where no ID is

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1. The B320 hybrid system impressed UK Bus Awards judges.

2. Transport for London introduced a trial of bus passenger counting technology as part of the 2014 Year of the Bus. 3. First Manchester's research impressed the scheme's judges.

4. Arriva pioneered m-ticketing in 2009.

5. The Yellow Buses Gallery Bus has gained worldwide exposure

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needed. Instead, users upload a ‘selfie’ when they purchase the m-ticket to personalise the ticket.

While the judges noted that elements have appeared before, they were very impressed by the fact that First Manchester had carried out strong research, looked at the market and thought about the product. They welcomed the overall packaging and use of the mobile phone and ‘selfies’.

FINALIST

THE ARRIVA BUS APP: A SMARTER WAY TO TRAVEL ARRIVA UK BUS

Arriva pioneered its national ticketing app in 2009 when it was launched.

The aim of the app was to improve the customer experience of bus travel by providing realtime information as an essential tool for helping customers plan

3

their journeys. Route maps, timetable information and ticket information for all Arriva bus services are also available.

The features of the app impressed the judges and stood out as innovative to them.

FINALIST

THE GALLERY BUS YELLOW BUSES

Yellow Buses was approached by an artist who found that if she drew while she travelled, she no longer got ‘car sick’. A one-month trial artist’s residency resulted, attracting worldwide media coverage. Eight more residencies with local artists followed.

The desire to display the artwork produced the Gallery Bus, launched in March 2015.

Between static displays, the double deck vehicle forms part of the local bus network rotating the routes it serves.

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TECHNICAL & PROFESSIONAL

MAKING BUSES A BETTER CHOICE: THE PETER HUNTLEY MEMORIAL AWARD Sponsored by

Peter Huntley had a long career in public transport, working in transport coordination for local authorities, as a consultant at The TAS Partnership, as a journalist and writer, and as an inspirational managing director of a bus company, Go North East, between 2006 and 2011. He was tragically killed in a climbing accident in February 2012 at the age of 55.

Peter helped to found the UK Bus Awards in 1995 and this award is dedicated to his memory as the category that best represents the breadth of his interests and his passion for excellence.

upgrade to passenger growth and that Metrobus, building on something that works, set sensible targets against which the scheme can be monitored.

They also noted that the partnership remains strong.

GOLD WINNER

UPGRADE TO THE FASTWAY SERVICE METROBUS

Metrobus’s Fastway service operates 24-hours a day, principally for workers at Gatwick Airport and business commuters.

Launched 10 years ago, the last year has seen dramatic improvements, including a £3m investment in the Fastway Upgrade which aims to build on the guided busways, bus lanes, and other infrastructure. The project was funded by Metrobus, and undertaken in partnership with Gatwick Airport and four local authorities.

The £3m investment paid for 18 new vehicles and a range of timetable improvements. The project required Metrobus to increase patronage by 4% over the following 12 months in order to pay back the investment. In the event, patronage grew by a significant 8% to over 4.2 million passengers per year.

The judges welcomed the explicit connection of the

SILVER WINNER

COASTER – DELIVERING A VIABLE ALTERNATIVE TO THE CAR FOR VISITORS TO THE ISLE OF WIGHT SOUTHERN VECTIS

Since relaunching the scenic Coaster route in 2013 with buses capable of carrying bikes and an increased frequency, patronage has seen phenomenal growth.

Initially the relaunch was supported with LSTF funding, but has now grown to be a viable commercial proposition through effective partnership working and attractive marketing.

The judges were impressed that Southern Vectis had looked at all segments of the market and implemented solid plans based on future projection, taking the LSTF-based approach and developing it. They felt that this

entry ticks a lot of boxes, and while a small project, it was one of the best entries for doing what the category asks: making buses a better choice.

BRONZE WINNER

THE ARRIVA BUS APP: A SMARTER WAY TO TRAVEL ARRIVA UK BUS

Arriva was the first company to launch a national ticketing app in 2009, and building on its success, the group has developed a second app which employs more technology and greater functionality.

Route maps, timetable information and ticket information for all Arriva bus services are also available. The features of the app impressed the judges and stood out as innovative to them.

FINALIST

TAKING BUS TRAVEL TO THE MAX ARRIVA NORTH EAST AND YORKSHIRE

MAX is an Arriva sub-brand for interurban express services

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across the North East and Yorkshire. The brand aims to foster outstanding service delivery and place technology at the heart of the message.

Since introduction of the MAX brand, revenue has grown and overall customer satisfaction has risen by 9% from 2013 to 2014.

The judges noted that Arriva has invested heavily in MAX, and the group has changed habits by making buses a better choice.

FINALIST

IMPROVING SERVICES BETWEEN BARNSLEY AND PONTEFRACT STAGECOACH YORKSHIRE

The Pontefract corridor in Barnsley has a high volume of buses travelling along one main artery before breaking off to other areas. Over previous years the services were not effectively coordinated meaning long gaps between buses.

In 2014, a range of improvements in services were made, stimulating patronage growth of 11.7%. Punctuality and reliability issues were tackled

by means of extra running and layover time in order to deliver a robust timetable with coordinated headways.

The judges were impressed by the quality of Stagecoach’s mapping and the significant rise in patronage achieved.

FINALIST

PEAK LINE 218 – PEAK PERFORMANCE TM TRAVEL

TM Travel has turned around Route 218, an important link between Sheffield and the Peak District. The service had developed a poor reputation due to erratic time-keeping and old, inaccessible vehicles.

However, the route was relaunched in early 2015 with refurbished vehicles, an improved timetable and a fresh new brand.

The result was strong patronage growth - 47% at its highest.

The judges were impressed by the level of improvement and the strong partnership with a number of stakeholders.

This entry also caught the judges’ attention for its different approaches to tackling problems.

4 4. TM Travel has turned around its Route 218 service in the last year.

5. Arriva's MAX subbrand is transforming interurban express services in the North East and Yorkshire.

6. Arriva's nationwide app strategy is improving bus travel with technology

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2 1. Metrobus grew Fastway patronage by 8% following the Fastway Upgrade.

2. Southern Vectis impressed judges with its Coaster service.

3. Services improvements in Barnsley saw Stagecoach Yorkshire named as a finalist

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TECHNICAL & PROFESSIONAL

LOCAL AUTHORITY BUS PROJECT OF THE YEAR 1. Darlington Borough Council worked with Arriva to reinvigorate interurban services serving the town.

2. Partington Local Link received a boost from the LSTF. 3. Collecting the prize for Castleford bus station.

4. Centro has worked to boost bus satisfaction in the West Midlands

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1

Sponsored by

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Wakefield Council.

The judges considered this to be an example of local authorities investing well in infrastructure and of technical innovations in bus travel, transforming the dowdy image of a bus station.

GOLD WINNER

IMPROVING INTER-URBAN BUSES IN DARLINGTON DARLINGTON BOROUGH COUNCIL

The performance of most bus services is critically affected by local authority policies on traffic management, parking and road network development as well as land use and the relative importance placed on the needs of public transport compared to other priorities. Even in these times of austerity, it is possible for authorities working either separately or in partnership with operators and other stakeholders to deliver projects that can improve local bus services.

Darlington Borough Council, in partnership with Arriva, sought to deliver a step change in the quality of interurban buses operating in and out of the town.

The aim was to exploit a growing commuter market and it has seen routes, which had long been in decline and which had a very poor public perception, achieving patronage growth of 12% growth over three years.

The judges acknowledged that Darlington Borough Council has played a huge role in engineering and securing funding for improvements to bus services.

BRONZE WINNER

PARTINGTON LOCAL LINK SERVICE TRANSPORT FOR GREATER MANCHESTER

Transport for Greater Manchester’s Partington Local Link service shows how relatively small subsidies can greatly improve public transport services. The link was introduced in 2007 and operated as a demand responsive minibus service. TfGM used LSTF funds to enhance the link with expanded operating hours to attract shift workers.

The judges were impressed by significant passenger benefits within an employment area, improving job prospects, as a result of looking at possibilities rather than abandoning the link.

SILVER WINNER

CASTLEFORD BUS STATION WEST YORKSHIRE COMBINED AUTHORITY

The construction of a new purpose built ÂŁ6m bus station has provided improved transport facilities, greater accessibility, encouraged bus use and supported regeneration and growth for Castleford and surrounding areas, by WYCA working in partnership with

FINALIST

BUS SATISFACTION WORKING GROUP CENTRO

Centro formed the Bus Satisfaction Working Group

in 2012 to tackle low bus satisfaction scores. The group is comprised of an elected member from each of the district councils in the West Midlands and directors from Centro and National Express West Midlands.

The result is sustained improvements ever since. The judges were impressed by the strength and organisation of the working group over a considerable period of time.

FINALIST

IMPROVING BUS QUALITY IN SOUTH EAST WALES MONMOUTHSHIRE COUNTY COUNCIL

In 2012, the Welsh Government devolved bus funding to councils.

It saw councils in South East Wales working with operators to implement a new system to support services. During 2013/14 further proposals were developed based on quality standards and since April 2015 operators have been paid a varying rate depending on the quality level achieved.

The project has resulted in a greater understanding of the quality standards achieved.

Judges welcomed the measures to make best of the scarce resources available.

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The TAS Partnership congratulates all of the UK Bus Awards winners for 2015

Passionate about moving passenger transport forwards with more than 25 years of knowledge and data

Proud to offer Q fresh insight Q considered analysis and Q robust advice to a talented, inspiring and innovative sector Ȃ ǡ ϐ and entrants in the 2015 UK Bus Awards

www.taspartnership.co.uk 01772 204988

Congratulations to the top London Bus Driver and London Bus Garage of the Year 2015

This year, we are celebrating women’s contribution to the WUDQVSRUW LQGXVWU\ )LQG RXW PRUH DW WÁ JRY XN \RZLW

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TECHNICAL & PROFESSIONAL

PUTTING PASSENGERS FIRST: THE CLAUDIA FLANDERS MEMORIAL AWARD Sponsored by

The late Claudia Flanders, widow of entertainer Michael Flanders, was advisor on disability to the National Bus Company. In 1987, in memory of her husband, she established Tripscope to help disabled and elderly people solve their travel mobility problems. The UK Bus Awards has recognised and rewarded improvements in the accessibility of the bus in Claudia’s memory since 1999 through a special award for accessibility.

The improvements for those with a mobility handicap have delivered benefits for all bus users, and helped to shape the wider improvements in the industry’s approach to its customers.

Through seeking to highlight best practice and improvements in genuinely putting passengers first, this award recognises their achievements, and seeks to encourage even more innovation and hard work in this field.

1

GOLD WINNER

ACCESSIBLE TRAVEL FOR OUR CITY BRIGHTON & HOVE BUS AND COACH COMPANY

Brighton & Hove’s Accessible Travel for Our City scheme has won praise from user groups locally and nationally.

A company wide ethos of respect and empathy, and genuine engagement with users and expert groups, has resulted in a number of initiatives.

These include 100% of the fleet offering audio announcements (which sit alongside more than 300 talking bus stops) and the

Taxi Guarantee which offers a free accessible taxi to any wheelchair user unable to access the bus.

All new drivers are trained to become Dementia Friends and the company’s Access Team has also contributed to the design of new vehicles, such as the floor colouring on the new Coaster fleet being designed to minimise problems for people using the buses with dementia.

The judges felt that the scheme typifies absolute commitment to passengers overall and that the approach has been built into the business not just a standalone project.

SILVER WINNER

COASTRIDER X7 STAGECOACH EAST SCOTLAND

Stagecoach East Scotland’s X7 Coastrider is the only coach route linking the towns and cities along the east coast of Scotland.

The service is operated by high specification coaches, providing a luxury service for commuters and tourists with free Wi-Fi, charging points, leather seats, air-conditioning, toilets and dedicated bike racks on board.

The route was extended to serve three hospitals in Perth as well as the city centre and

into Dundee to provide a fast, frequent link between key hospital sites. Growth in passenger use in recent years has led to several increases in the number of journeys provided and subsequently influenced the purchase of new, higher capacity vehicles in 2014 to cater for demand.

The judges felt that the service reflects the standard that the whole group aspires to and an approach of not being complacent but building something new on what works already. They were also impressed

by Stagecoach’s search for continuous improvement.

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Chat, giving customers almost instantaneous access to dealing with a complaint.

FINALIST

DEMENTIA TRAINING – “UNDERSTANDING DEMENTIA” EAST YORKSHIRE MOTOR SERVICES

East Yorkshire Motor Services, through its training division EYMS Bus & Coach Training, has worked with the Hull Dementia Alliance to expand its range of training modules (mainly for driver CPC training) to include Understanding Dementia.

Delivered as part of the company’s customer care and disability equality awareness training, the new module helps drivers and other staff identify dementia sufferers, providing skills to help them on buses.

The judges were very impressed with this idea. They thought it was well researched, no assumptions were made and the right organisations were consulted. The judges noted that there is a rise in dementia and this is affecting bus users more and more. They welcomed the action being taken by EYMS and how it is encouraging people with dementia to get on the bus.

2 1. Brighton & Hove’s Accessible Travel for Our City scheme has won praise from user groups.

2. Coastrider X7 is operated by high specification coaches.

3. Arriva's Live Chat function aims to boost customer service.

4. EYMS has developed a dementia awareness course in-house.

5. Translink's yLink aims for the youth market

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FINALIST

YLINK TRANSLINK

Translink identified that the very keenly-priced deals on cars and insurance for young people in Northern Ireland were the main competitor to the use of public transport for this age group.

Therefore, it created a sales and marketing campaign to increase the reach of its discounted youth travel card, yLink, which had reached only 5% of its target 16 to 23 year olds. The scheme aimed for a 45% increase in the number of cards held in both the first and second years of the two year campaign.

The judges welcomed the age group targeted by Translink and the philosophy of choosing a younger group and encouraging future bus commuting among young people.

BRONZE WINNER

LIVE CHAT: IT’S GOOD TO TALK ARRIVA UK BUS

Arriva’s Live Chat service enables those who need assistance to communicate directly with Arriva over the internet. The service was launched three years ago and, in 2014, Arriva developed the initiative further with a standalone Facebook app.

One of the major benefits for Arriva is that advisors can have up to four live chats open at once as opposed to one telephone call at a time. The judges were impressed by the greater audience reach afforded by Live

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TECHNICAL & PROFESSIONAL

THE AWARD FOR MARKETING INITIATIVE OF THE YEAR Sponsored by

This award is for successful promotional ideas and campaigns which get the message about services over to the target market by advertising, PR activity or sales promotion schemes.

It’s about creating an impact, winning ‘hearts and minds’, creating or developing a strong brand or improving the image of bus travel, and helping to change public perceptions and/or consumer behaviour.

1 1. Reading Buses staff entered into the spirit of things for the Grand Christmas Giveaway.

2. First Manchester has tailored one m-ticketing product to the youth market.

3. Tees Valley and County Durham stakeholders and bus operators have worked closely to market local services.

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GOLD WINNER

BUSES ON ICE AND MORE! READING BUSES

Spreading some Christmas cheer, the Reading Buses Grand Christmas Giveaway encouraged selfies with Santa and a groundbreaking performance of ‘Buses on Ice!’ The serious message, of course, was that the bus is the best way to get into town, while working with town partners to jointly promote events. People voted with their

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associated feel-good factor and the end result of squeezing a lot out of the market. The judges praised a very clever and wellexecuted campaign.

feet with 60% more customers travelling than five years ago.

The campaign aligned Reading’s Business Improvement District and other town activities to growing patronage, spreading Christmas cheer, thanking customers and playing an important part in reducing congestion.

The judges were very impressed by the wide range of participants in the partnership behind the campaign and by the thought that went into it, the

SILVER WINNER

COUNTY DURHAM AND TEES VALLEY DIRECT MARKETING PROJECT DARLINGTON BOROUGH COUNCIL

Durham County Council, the five Tees Valley Unitary Authorities,

Stagecoach, Arriva and Go North East all worked together to deliver a direct marketing project across over 40,000 households in the Tees Valley and southern County Durham.

The aim was to grow the local bus market and sell the benefits of the DfT-funded £57m fiveyear Tees Valley Bus Network Improvement Project.

The aim of the scheme was to provide a step change in the quality of bus services across the ➢ area and create a marketing

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TECHNICAL & PROFESSIONAL

THE AWARD FOR MARKETING INITIATIVE OF THE YEAR campaign to raise awareness about the improved bus offer and entice new passengers onto the network.

The campaign included free ticket vouchers, telephone research on travel habits, a free weekly ticket to qualifying households, and discounted travel to encourage continued use. A response rate of 8% saw 3,000 residents trial bus services and the upshot is a patronage increase of 12% on some routes.

their finger tips. Route maps, timetable information and ticket information about all Arriva bus services are also available.

in new double deck buses in Merseyside.

With 36 new buses entering service, and with 48 more to come by the end of 2015, the question Arriva sought to answer was how to make a double deck stand out from the crowd. In their own words “we undertook a posh initiative to shout about our double decks!”

Working with Exterion, the straplines devised were: ‘Posh

FINALIST

POSH & DOUBLE DECKS ARRIVA MERSEYSIDE

Arriva Merseyside ran a wide ranging and highly visible marketing campaign which centred on a huge investment

& Double Decks’, ‘You wait for a great bus, then 36 come along at the same time,’ and most recently ‘Seeing Double’. As well as bus advertising, the campaign included door drops within a 0.5 mile radius of routes, digital advertising, road shows, press wraps in free newspapers and beer mats in local pubs.

Judges liked the creative use of the double deck theme throughout the campaign.

BRONZE WINNER

THE GREATER MANCHESTER YOUNG PERSON’S M-TICKET FIRST MANCHESTER

Recognising a gap in the market for young passengers not in education, First Manchester set to work on a product to capture the imagination of young bus users and prevent the status of the user becoming a barrier.

Manchester’s Young Person m-ticket for 16-18 year olds was born and the company enlisted a ‘youth blogger’ to feed into the campaign. First also engaged with a dozen colleges and youth organisations including Bury College and Bolton 6th Form College. Roadshows were held to promote the product using First vehicles and using merchandise to engage with students.

A key feature of the product was the absence of any requirement to provide ID. Instead, users upload a ‘selfie’ to personalise the ticket.

The judges welcomed the campaign for targeting a vital part of the market - young people - and were impressed to see the industry stepping up to the mark.

4 4. Arriva has used events to highlight the advantages of its apps.

5. Arriva Merseyside used a variety of marketing tools to highlight the introduction of new double deck vehicles

FINALIST

THE ARRIVA BUS APP: A SMARTER WAY TO TRAVEL ARRIVA UK BUS

Arriva aims to improve the customer experience of bus travel with its app, by tackling aspects which can make it unappealing.

A key part of this is providing real-time information as an essential tool for helping customers to plan their journeys and place the information at

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Congratulations to all the winners and finalists at the UK Bus Awards 2015...

WE’VE GOT YOU COVERED Passenger Transport keeps you informed about what’s going on in your industry, in print and online. We are the leading magazine for those who are interested in the new ideas and initiatives that will shape the future of transport. Find out about next year’s winners today Nottingham City Council & partners Winner: Environment

Reading Buses Winner: Bus Operator of the Year

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Dr William Wright Winner: Services to the Bus Industry

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TECHNICAL & PROFESSIONAL

THE AWARD FOR SUSTAINED MARKETING EXCELLENCE Sponsored by

This award is designed to recognise marketing excellence of over a sustained period that is likely to be measured in years rather than weeks (short term initiatives and campaigns will be more appropriate for the Marketing Initiative of the Year Award). The award goes to the organisation that best demonstrates how an active, customer-focused marketing strategy, consistently applied over time, has driven business improvement, won extra journeys and captured new customers, ideally through a shift of travel from car to bus.

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GOLD WINNER

CLARET 21 – MARKETING INVESTMENT AND PARTNERSHIP FOR SUSTAINED SUCCESS READING BUSES

Reading Buses has spent the last seven years working with the University of Reading to upgrade services and enhance supporting marketing. The Claret 21 route has been improved on all fronts to aid student mobility, economic connectivity and environmental performance.

Young people are seen as Reading Buses’ key growth market. Marketing over the duration has included universityspecific products, co-branding of new electric-hybrid vehicles with the university, and promotional events during Freshers’ Week.

The fruits of Reading Buses’ labour can be seen with patronage growth of 12% yearon-year, almost two million journeys on the university services, on-bus revenue up by 14% in three years and smartcard use on university services of 36% (compared to the network average of 29%).

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The judges noted that Reading Buses’ focus on the university market, recognising different transport requirements, and its targeted campaign to attract a particular demographic using ordinary bus services, really created impact. They found the end results impressive.

buses under the headline ‘Let us take you there’. Flash mob performances in locations around Sheffield took place as part of a campaign to promote the arrival of hybrid buses.

Last year Stagecoach implemented a Sheffield-wide ‘StagecoachSmart Mega Sale’ to increase awareness, penetration and long term usage of smartcards. Journey numbers have grown from six million in 2006 to 17.8 million in 2014 and the Mega Sale generated an impressive 5,905 new ticket orders.

The judges were impressed by the good, solid hard work of Stagecoach Yorkshire, which started with a very low customer base, and its contribution to the Sheffield Bus Partnership.

SILVER WINNER

CREATING AND SUSTAINING BUS PASSENGER GROWTH IN SHEFFIELD STAGECOACH YORKSHIRE

Over the last nine years, Stagecoach Yorkshire has stimulated significant growth in Sheffield by moving with the marketplace and creating strategies and campaigns which prioritise the needs of customers.

Effective marketing has been at the heart of this - showing companies can perform well in competitive areas using differentiation, added value and tactics other than price competition.

In 2010 a Sheffield branding suite was developed focusing on the locality of each route to connect customers to their

BRONZE WINNER

LISTEN - TARGET - GO! GO NORTH EAST

Go North East is proud of its strategic and effective marketing, backed up by solid research.

It uses techniques more akin to major retailers to ensure its business is well supported with

cost effective marketing activity.

The operator uses a mixture of traditional marketing and new technology to achieve and maintain passenger numbers.

A number of campaigns have been undertaken recently, from family fun days with the aim of getting families to sample travel by bus to a refreshed m-ticketing app that includes new features, such as the ability to gift a ticket to another person and payment using Pingit. It has led to a 300% increase in app downloads compared to last year.

The judges acknowledged the achievements of Go North East - and also new, strong branding despite political pressures in the North East.

FINALIST

TWEET, TWEET – KEEPING CUSTOMERS ‘APP-Y THROUGH DIGITAL MARKETING NOTTINGHAM CITY TRANSPORT

Digital marketing and social media have been embraced by Nottingham City Transport for several years, providing customers with instant access to

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3 1. Reading Buses is aiming for the youth market with Claret 21.

2. Stagecoach has stimulated significant growth at its business in Sheffield.

3. Nottingham City Transport has embraced digital marketing and social media channels.

4. Go North East aims for strategic and effective marketing.

5. National Express West Midlands grew direct debit sales by 8% in 2014

information through a multichannel approach.

A responsive website, live bus times online, free apps, social media accounts managed 24/7, personalised alerts and e-newsletters, supported by free Wi-Fi on buses have all helped NCT stay digitally ahead with targeted social media advertising and a dedicated ‘Get Mobile’ campaign for promoting apps.

50% of employees connect with NCT on staff digital channels, there are 42,000 YouTube hits on NCT’s channel, 11,000 customers signed up for e-newsletters and NCT has had over one million customer Wi-Fi sessions on its fleet.

The judges liked the fact that Nottingham City Transport’s Twitter account is monitored 24/7 and felt NCT’s initiatives amounted to a good, strong project overall.

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FINALIST

MARKETING STRATEGY NATIONAL EXPRESS WEST MIDLANDS

National Express West Midlands prides itself on its clear,

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well-focused, simple marketing which is grounded in research to identify the barriers to bus use, and then use the right channel and message to tackle that barrier. This strategy is delivering for the company, with positive growth of the products and services being promoted.

The company’s aim is ‘more happy passengers’. Promotional campaigns from 2012 onwards saw a move from billboards and ‘clever’ creative to an approach of ‘does what it says on the tin’.

There is also joint marketing with Centro, including a £150,000 jointly pooled budget with an aligned strategy.

The impact is exemplified in an 8% increase in direct debit sales in 2014 compared to the year before. Sales of heavily promoted group tickets costing £8 were up 45% and social media flash sale for occasions such as Mother’s Day generate around £5,000 of revenue per event.

The judges welcomed the basic ‘no bells and whistles’ approach addressing the basics which they considered is what running buses is all about.

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PEOPLE

YOUNG MANAGER OF THE YEAR

Sponsored by

This award focuses especially on the talent we will all rely on to deliver our bus services for the next 20 years and more: the young managers, currently delivering and planning services at the sharp end - but whose skills will be vitally important over the coming years as the bus increasingly comes to be seen as an aid to reducing carbon emissions and fighting climate change.

1. Martin Gibbon impressed judges with his attitude and approach as well as his achievements

GOLD WINNER

MARTIN GIBBON STAGECOACH SOUTH

Starting as a graduate trainee in 2011, Martin Gibbon began running Winchester depot in 2013. Quickly earning respect from his managers, peer, staff and stakeholders, he is passionate, committed, has a zest for perfection and a real desire to serve the customer.

Further promoted in December 2014 to additionally manage the Andover depot, Martin is on track for career success in the eyes of Stagecoach.

He now has responsibility for 90 buses and 150 staff spread across two depots, which are 20 miles apart.

Martin has quickly developed a mature, confident and friendly management style and established good working relationships with staff and the Trade Union, despite having difficult disciplinary decisions to make. His newly introduced staff

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newsletter has made employees feel more part of the team.

He has formed strong and successful partnerships with Winchester City Council for which Stagecoach operates Winchester Park & Ride. Martin has managed to get the council to pay for extra resources in the run up to Christmas when traffic and passenger volumes are high.

Since January 2015, Martin has developed and mentored a new Assistant Manager who is in his first management role and Martin has put considerable extra effort into building relationships with the commercial and engineering departments. In the eyes of his stakeholders, Martin has become ‘Mr Winchester Bus’ - fast yet positive work.

The judges were extremely impressed by Martin’s attitude and approach as well as by his achievements. They were confident of a successful continued career in the industry ahead finding Martin to be a true professional already.

SILVER WINNER

JESSICA MILLS ARRIVA YORKSHIRE

In a short space of time, Jessica Mills has proven to be an extremely valuable member of the Arriva Yorkshire senior management team.

Working for the marketing department, she leads the company’s growth programme and she is required to manage key relationships, both inside and outside of the business, in order to ensure that everything runs smoothly when launching new products.

She took forward the launch of the high profile Sapphire brand on the 110 Leeds to Wakefield route, which involved over 35 drivers, 17 buses, stakeholders, customers, press, celebrities, performers, caterers and a pyrotechnic team. Her ability to lead successful, ambitious projects, and confidently manage stakeholder relationships, is exceptional. Her commercial

flair is balanced with a creative talent that brings fresh, new innovations to the company and the industry.

Jessica has been instrumental in the creation and introduction of MAX - a concept redefining the interurban express network in Yorkshire and the North East.

Living and breathing the brand, she has created marketing that places technology at the heart of the messaging and ensures perceptions are challenged.

These busy bus routes are already seeing strong revenue growth in excess of 5% year on year and she shone out to the judges for her impressive marketing acumen, achievements and zeal, as well as her passion for challenging and changing perceptions towards bus travel.

They were particularly impressed by the scope of her marketing of the MAX brand on a small budget including involving and winning over a considerable range of ➢ stakeholders.

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PEOPLE

YOUNG MANAGER OF THE YEAR

BRONZE WINNER

WILL PARE ARRIVA NORTH EAST

Will Pare is Operations Manager of the Stockton depot for Arriva North East, meaning he ensures that 170 drivers and 70 buses operate 11,500 miles to get customers where they need to be.

He joined Arriva on the management graduate programme in 2012 and has transformed positively the environments he works in. His enthusiasm and professionalism set him apart as being committed to improving service delivery and providing the very best journey experience for customers.

In the past 12 months since joining Stockton, Will has seen a 25% improvement in lost mileage and great rises in punctuality figures which he provides on a personal basis to drivers so

they understand that everything they do has a direct impact on customers.

His core aim is for all employees and passengers on the routes to smile and since he joined, employee satisfaction increased to 72% in 2014. Will has also worked closely with the team at Arriva Yorkshire to actively change and improve the business and during his secondment there, where he led the project to achieve Investor In People Gold status which came to fruition in 2013. He has also been awarded Newcomer of the Year at Arriva North East. For Will, a multi-modal approach is the future for transport and bus travel.

The judges were highly impressed by Will’s charm, energy and enthusiasm, not least in wanting to put a smile on both employee and customer faces.

FINALIST

ROB HUGHES FIRST MANCHESTER

Rob Hughes has been Acting Business Manager of First Manchester’s Bolton depot since the start of 2015. He is also leading a project to introduce services on the Leigh guided busway.

During 2012, Rob was part of First’s award-winning transport team in the London 2012 Olympics. Then, as Staff Manager at Manchester Queens Road depot, he was heavily involved in a business improvement project, when he focused on coaching drivers to help reduce DriveGreen scores.

An approachable manager, Rob has a strong reputation for being fair, consistent and appropriately challenged when needed. He also works closely

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4 2. Jessica Mills of Arriva Yorkshire.

3. Will Pare of Arriva North East.

4. Rob Hughes of First Manchester.

5. Laura Smith of Stagecoach North East

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with Bolton College to promote careers in the industry.

Rob has been the driving force behind Bolton depot’s performance improvements during a challenging year of ongoing pay negotiations and divisional restructure. He also coaches his colleagues and encourages fresh thinking.

The judges were impressed by Rob’s tenacity, diligent attention to detail, and his commitment to making a difference.

FINALIST

LAURA SMITH STAGECOACH NORTH EAST

Laura Smith is responsible for operations at a busy city depot within a demanding and highly competitive environment.

As Operations Manager for Stagecoach’s Sunderland Depot, Laura leads a team of 203 driving and 14 administrative staff. She approaches challenges in a calm and considered manner and she has quietly and efficiently made operational improvements, demonstrating you don’t need to be ‘flashy’ to be a star performer.

Laura provides leadership to her team of supervisors and drivers and sets quality standards as well as making sure that numerous regular tasks are completed. She spends time with her supervisory team to help them deliver their skills. One young Duty Manager under her mentorship has become an Assistant Operations Manager in Scotland.

When things go wrong or potential problems appear, Laura looks to identify staff concerns in order to find solutions. She takes a collaborative approach, but is not frightened to make a decision even if some team members disagree and will take time to explain her reasoning. Notable KPI achievements in her first year at Sunderland include 99.7% reliability and 96.3% punctuality in 2014/15 and reducing staff sickness by 23%.

The judges were very impressed by Laura’s calm, cando approach, her quiet efficiency, and her strong leadership all during a time of upheaval in Tyne and Wear for bus operations.

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Our recipe for

Success...

Congratulations to all of our employees recognised at the 2015 uk bus awards:

UK BUS

AWARDS WINNER

Martin Gibbon, Stagecoach South Gold Award - Young Manager of the Year Stagecoach North East, Sunderland Depot Gold Award - Top National Bus Depot Robert Pitts, Stagecoach South Yorkshire ROSCO Safe Driver of the Year

Stagecoach North East, Arriva and Connect Tees Valley Partnership Silver Award - Marketing Initiative of the Year

Stagecoach Manchester Silver Award - Top City Operator

Stagecoach South West Bronze Award - Top Shire Operator

Stagecoach East Scotland Silver Award - Putting Passengers First

Neil Rettie, Stagecoach North Scotland/Transaid Specially Commended - Unsung Heroes

Daren Coppin, Stagecoach London Silver Award - Engineer of the Year

Clive Norman, Stagecoach West Special Commendation for Outstanding Service - Unsung Heroes

Stagecoach Yorkshire Silver Award - Sustained Marketing Excellence

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PEOPLE

UNSUNG HEROES AWARD Sponsored by

This award is presented annually to one or more individuals who perform junior or middle management roles in the industry and are known for their hard work, loyalty and devotion to duty. In many cases, the ‘Unsung Heroes’ are those who keep the wheels turning against the odds; no transport operator can do without such people – even though they often slave away for years with no recognition save their own satisfaction in a service delivered and a job well done.

* UKBA Special Commendation for Outstanding Service

to be the epitome of the Unsung Hero - his rigorous monitoring of CCTV day in, day out has even had a national effect. Martin is, in a way, a detective who stands out not only for assistance with dramatic issues but for the for the minor incidents and lost property - which is why he has won this category.

GOLD WINNER

MARTIN DAVIS RATP DEV LONDON

Martin Davis has helped bring numerous criminals to light through his meticulous work in running RATP Dev London’s CCTV department.

Martin’s role is to track down people who assault drivers or damage buses, but what makes him an unsung hero in his company’s eyes is that he has become a dependable, indispensable source of information to the Metropolitan Police Service for non-bus crime.

He manages a team of four fulltime analysts and is responsible for the day-to-day management of the CCTV. Around 40% of Martin’s work is police related and involves liaising about crimes committed on and off the bus. Following the attempted second bombing in July 2005, Martin carried out a huge amount of work in assisting the police and a straight 36 hours with two officers checking footage and helping to piece together events. Martin’s commitment and dedication to making public transport safe for the travelling public is commendable in the eyes of RATP Dev London and he gladly works many extra hours - it is his way of contributing something to the community.

The judges considered Martin

SPECIAL COMMENDATION*

DARREN KENDREW EAST YORKSHIRE MOTOR SERVICES

Darren Kendrew has risen from being a bus driver to Training Manager for East Yorkshire Motor Services (EYMS) entirely through his own efforts and enthusiasm and with no previous experience of training. In the eyes of his company, he has contributed hugely to the success and reputation of EYMS. Leading a team of five instructors with five training vehicles, Darren is responsible for all aspects of driver and related training in the company of around 700 staff with 400 drivers. He organises the syllabus for each course and module, oversees drivers working for NVQ level 2 and very recently qualified through CILT to deliver Transport Manager CPC training.

It is almost entirely due to Darren’s efforts that the EYMS training division has developed

1. Martin Davis 2. Albert Gibson 3. Bob Jackson 4. Darren Kendrew 5. Stephanie Daniel 6. Mike Saul 7. Neil Rettie 8. David Ellam 9. Natalie Bessaad 10. Clive Norman 11. Jean Scott 12. Kevin Richardson

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so successfully and the company’s driver training clients now include over 70 firms and organisations. He represents the company on the CPT Training Committee and has worked closely with DVSA and DVLA on recent policy developments.

To realise this degree of success in a company of 700 employees and to have developed the training division to such a high degree is a huge feather in Darren’s cap and impressed the judges very much with the scale and nature of his achievement.

They praised the undeniable impact which Darren has made on EYMS and its reputation having worked his way up with buckets of enthusiasm along the way.

SPECIAL COMMENDATION*

CLIVE NORMAN STAGECOACH WEST

Clive Norman started working for Stagecoach West in 1961 at the age of 19, when the company was known as the Bristol Omnibus Company. Clive has worked his way up through the ranks from Conductor to the Wages Office then to Schedules Manager where his job is to ensure schedules and timetables covering approximately 250 buses for 500 drivers are complete for Stagecoach West.

The company considers that Clive has taken Stagecoach

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West to first and second places for most efficient duties within Stagecoach UK Bus for the past 10 years.

His employer praised Clive by saying: “The accuracy and timeliness of getting the job done is crucial and Clive always delivers with minimum fuss. The overall efficiency of duties within the company is consistently at the top end within Stagecoach UK Bus and Clive’s ability to achieve this cannot be understated.”

The judges felt Clive’s tireless efficiency within a vital aspect of the delivery of bus services was very impressive and they praised Clive for his long service and dedication to Stagecoach West.

SPECIAL COMMENDATION*

MIKE SAUL YELLOW BUSES

Mike Saul, or ‘Magnificent Mike - the Helpful Chap in the Hi Vis’, is described as the face of Yellow Buses by his company.

He patrols the busy bus terminus in Bournemouth’s square every day, come rain or shine, in his Hi Vis uniform enabling visitors and passengers to obtain travel information and assistance about Bournemouth and the surrounding area.

Mike’s role is to ensure the smooth operation of Yellow Buses through the busy town centre. More than managing the services’ entry and exit onto stands for all operators, Mike is

a veritable encyclopaedia of all things Bournemouth, buses and the surrounding areas.

Mike started with the company in June 1987, became a Supervisor in 1991, and has been Yellow Buses’ Town Centre Supervisor since 2011. Mike still keeps a hand in with bus driving - and is always on hand to help out. Endlessly cheerful, his colleagues cannot speak highly enough of him, and his renowned customer service is even highlighted on seminars run by the National Coastal Tourism Academy.

The judges were very impressed by the quality and depth of Mike’s customer service as well as the sheer scale of coverage he deals with. They praised his enthusiasm to go out of his way to help people.

HIGHLY COMMENDED

DAVID ELLAM CENTRO

“Even though David Ellam has only worked for Centro for just three years, he has spent a lifetime at the sharp end of the public transport industry and brought that wealth of experience to his role as a Wolverhampton Bus Station Supervisor,” says his employer.

“He is universally respected by peers and the customers he assists every day.”

JEAN SCOTT FIRST GLASGOW

“Around 40,000 pieces of lost items are found on First Glasgow’s fleet of 950 buses every year,” says the company.

“Each day 59-year old Lost Property Assistant Jean Scott goes to extraordinary lengths to return items to their owners.”

HIGHLY COMMENDED

KEVIN RICHARDSON ARRIVA NORTH EAST

In his role as Operations Manager of Arriva North East’s Newcastle depot, Kevin Richardson oversees the successful delivery of a punctual and quality bus service. “He plays a key part in making sure that his customers get to where they need to be comfortably and on time. Kevin is always on hand to help customers, colleagues and stakeholders, whilst always being very modest,” his employer adds.

HIGHLY COMMENDED

STEPHANIE DANIEL RATP DEV LONDON

Stephanie Daniel is Internal Audit Manager for RATP Dev London, but it was her secondment to develop and implement a new duty allocation and payroll system that prompted the nomination.

“This system is the mainstay of the company,” says her employer.

“Stephanie’s dedicated work on this project makes her a true ‘unsung hero’,” it adds.

BOB JACKSON STAGECOACH SOUTH

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ALBERT GIBSON TRANSDEV HARROGATE & DISTRICT

Consummate busman Albert Gibson started on the buses in 1965. “Fast forward a halfcentury later and he’s still here,” says his employer Transdev Harrogate & District. “Albert is serving and delighting the travelling public with ever-youthful spirit as our ambassador in Harrogate bus station, whatever the weather.”

HIGHLY COMMENDED

HIGHLY COMMENDED

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HIGHLY COMMENDED

With over 40 years’ experience in the industry Bob Jackson has led a successful and noteworthy career with Stagecoach South and its predecesors.

He is currently Operations Manager at Portsmouth depot.

“Bob’s approachable, fair and financially shrewd management style has certainly not been kept solely with him; he’s an excellent teacher, guide and mentor to many individuals in the industry at all levels,” says his employer.

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HIGHLY COMMENDED

NATALIE BESSAAD TRANSPORT FOR GREATER MANCHESTER

Natalie Bessaad is a Customer Service Support Officer based in Transport for Greater Manchester’s contact centre. “Aged just 19 she has shown great maturity and professionalism in one of the most high profile customer service roles since joining as an apprentice,” her employer says.

SPECIALLY COMMENDED

NEIL RETTIE STAGECOACH

Neil Rettie is Road Safety Project Manager for Transaid on secondment from Stagecoach, for whom he has worked since 1996.

Based in Tanzania and working in often difficult conditions, Neil has delivered significant benefits including managing a capacity building programme, which has trained thousands of bus drivers, and the development of a national training curriculum aimed at increasing standards across the East Africa community.

Transaid’s driver training programme, led by Neil, works to ensure that driving standards are improved and to advocate for legislation endorsing these improved standards through mandatory training.

The judges were very impressed by Neil’s passion for providing skills to keep bus drivers safe and the scale of his achievements. His work is now influencing training standards across Africa.

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PEOPLE

TOP NATIONAL BUS DRIVER: THE CHRIS MOYES MEMORIAL AWARD Sponsored by

This award is presented to the bus driver who has best demonstrated excellent performance from the customer perspective in the year to the end of May 2015.

To win the title of Top National Bus Driver, entrants need to go that extra mile to provide the customers’ ideal; a driver who is friendly, helpful, conscientious, mindful of passengers’ comfort and well-being – in short, a true professional and worthy ambassador for the job.

This award is presented in memory of Chris Moyes, whose long and distinguished career in the industry was tragically cut short by his death in 2006.

Formerly Chief Executive of Go-Ahead Group, Chris was passionate about the importance of people to the industry.

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GOLD WINNER

CAROLE HIND TRENTBARTON

“Carole’s immaculate presentation and warm, welcoming smile for every customer creates a great first impression,” says her employer, trentbarton. “Her calm, patient approach to dealing with enquiries puts even the most anxious customers firmly at ease, and the standard of Carole’s driving is unable to be faulted.

“A sparkling performance all round was recognised when Carole won trentbarton’s Driver of the Year in 2015,” it adds.

Carole now adds to that honour by bring Britain's top national bus driver!

SILVER WINNER

DENIS MCMAHON ABELLIO SURREY

Denis McMahon embodies an

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progressive breaking, appropriate speed and very good use of interior and exterior mirror.

The judges were impressed by the all round quality shown

by Denis with driving skills matched by his customer service, noting the very passionate and supportive commendations he has received in a short period.

ideal customer-focused Abellio bus driver. He loves his job and always makes sure his customers have a safe and pleasant journey.

Within one and a half years of joining the company in 2013, Denis has received an impressive 12 customer commendations and he is an inspiration to his colleagues, as well as being a credit to the bus industry. Praise from passengers includes: “Great guy! Charismatic and offers sweets to passengers!”; “Kindest most helpful driver you would meet; so says everyone on the bus” and “If there were more Denis-like people in this world, it would be a far happier place”.

Denis’s driving skills are considered to be impeccable.

Mystery travelling feedback praised his friendliness, welcoming every passenger, as well as kneeling the bus until everyone was seated, smooth driving with gentle and

BRONZE WINNER

PHIL ROWSON NOTTINGHAM CITY TRANSPORT

When meeting Nottingham City Transport bus driver Phil Rowson, you will be struck by his energy, enthusiasm and positivity - qualities which he channels into every aspect of his life, whether advising fellow drivers, building his own house or learning a new language to get to know his passengers from abroad.

56-year old Phil has been

driving for NCT for 13 years and he is as enthusiastic now as he was when he started.

A modest man, Phil is renowned at NCT for his friendliness, impeccable service record and passion for his job.

He helps new drivers as a mentor or buddy and as supervising support driver to new recruits in their first few weeks.

Committed to his job, Phil has not had one day off sick in his 13 years of driving for NCT and has been awarded the highest number of commendations from passengers, and at his wife’s suggestion, entered NCT’s Seasonal Driver award, beating over 800 drivers for NCT Driver of the Year.

He found a purse holding a considerable amount of money left on his bus, traced the owner via her library card and personally returned it. The

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service but as an ambassador for the bus industry both on the bus and at stakeholder events.

FINALIST

DAVID SKITT ARRIVA MIDLANDS

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“Driver David Skitt is a stalwart of the bus industry, having dedicated over 28 years to Arriva,” says his employer Arriva Midlands. “He has an exemplary safety record, and is praised widely and frequently by his peers and customers for his ability to combine professional expertise and a cheery disposition.”

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1. Carole Hind 2. Daniel Curry 3. Denis McMahon 4. Phil Rowson 5. Chris Richmond 6. David Skitt 7. Keith Renshaw

difference, and at the young age of 20, when he’s not driving, he hoovers up any information about the business he works in, so he can play his part in the delivering the best possible.

When he works on the company’s tour bus, he wins over passengers with a lively introduction and addresses them like a compere on a stage. He also volunteers for the company’s charity scheme.

The judges were very impressed by Zachary’s passion, not only for excelling in his driving, but for wanting to boost the business as a whole, and they look forward to his achievements in the industry in the future.

FINALIST

CHRIS RICHMOND KONECTBUS

When Chris Richmond was interviewed for a job with Konectbus in 2013, he came across as a smart and confident young man. “His interest and enthusiasm for the job impressed the Operations Manager who had no hesitation in giving him a position,” says his employer.

“Since 2013 we have received regular compliments about Chris.

He is a very professional driver and sets a fine example.”

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judges were struck by the lengths Phil goes to make passengers welcome, not least his repertoire of Spanish, Italian and Mandarin phrases to welcome students, helping people to navigate round Nottingham and offering advice on the best value travel tickets and places to visit.

They also praised his flawless record and his pragmatic approach when dealing with passengers frustrated due to the roadworks and disruptions taking place in the city.

FINALIST

DANIEL CURRY ARRIVA NORTH EAST

Everything Arriva North East driver Daniel Curry does is carried out with huge amounts of enthusiasm and passion.

Extremely popular with customers, his dedication and professionalism shine through

and Daniel offers guidance and support to his colleagues at all times. He has received numerous commendations from both customers and employees in his seven years with Arriva, and as a mentor for new drivers, he often receives positive feedback from members of staff thanking him for his support.

Daniel ensures trainees are fully aware of all aspects of customer care, safety and customer expectations and is always on hand to help them no matter what time of day.

Last year he was nominated by a colleague to become an ‘Arriva Angel’, promoting outstanding customer service. During his time in this role, Daniel has attended many events at local businesses, universities and hospitals promoting bus travel.

The judges were impressed

by Daniel’s role as not just a bus driver with shining customer

FINALIST

ZACHARY NARVAEZ BRIGHTON & HOVE BUS AND COACH COMPANY

Zachary Narvaez is no ordinary bus driver in the eyes of his employer, Brighton & Hove.

He epitomises the sort of professionalism and customer care the industry strives towards.

Zachary cannot do enough for the bus service and his love of the industry is infectious. As well as being wonderful with customers, he strategically calculates all the aspects that deliver a great service.

When asked what makes him stand out, some colleagues say it’s the way he is with customers and others the way he talks about getting more people on buses - as if he has a personal stake - or that he observes, respects and listens to colleagues.

All agree he makes a

FINALIST

KEITH RENSHAW TRANSDEV KEIGHLEY & DISTRICT

For Transdev, Keith Renshaw is not just a model bus driver but a model human being!

Taking ultimate pride in everything he does, Keith even hands out homemade cakes to his passengers, establishes new services with the community and organises customer events. He loves nothing more than being a bus driver and making people happy and is an inspiration, says Transdev, to the whole industry.

His warm personality and kind-hearted nature has touched not just customers, but fellow colleagues who have worked alongside him for the last 12 years. Using his own budget, he decorated a vehicle for Poppy Day and sold poppies at the front of his bus for charity. He also decorates his bus with his own trimmings at Christmas.

He helped establish Dalesbus which has exceeded expectations with its popularity and, outside of this day job, he volunteers at Keighley Bus Museum. He was instrumental at a recent open day at Keighley Bus Station which helped raise £250 for Sue Ryder Care.

The judges were very impressed by Keith’s kindness - from handing out homemade cakes to charity work, but crucially in making his passengers smile and enhancing their experience.

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48_Ad.indd 2

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PEOPLE

ENGINEER OF THE YEAR

Sponsored by

This award is designed to recognise, reward and inspire management talent in the engineering disciplines of the UK bus industry. The award is promoted with the assistance of the Institute of Road Transport Engineers. It is open to all people employed at, or above, the supervisory grade in the engineering function of bus operating, maintenance or manufacturing companies or organisations. Short listed nominees are required to make a presentation to the judges, and take part in a question and answer session with them.

1. Anthony Lowe joined Arriva Yorkshire in October 2011 and has since transformed its Castleford depot

GOLD WINNER

ANTHONY LOWE ARRIVA YORKSHIRE

Anthony Lowe is valued not just as an exceptional engineer, but as a transformational leader who inspires and motivates his team.

He joined Arriva Yorkshire in October 2011 as engineering manager of its Castleford depot. Back then the depot was experiencing instability and a new management structure had been implemented to improve performance. Anthony’s managerial skills proved outstanding as he led the team to achieve some of the best engineering KPIs Castleford had ever seen; this includes MOT performance in 2011 of 88.71% to 98.3% in 2013 and 100% in the first six months of 2015. Lost mileage was 0.47% in 2011 and 0.14% in the first half of 2015.

The engineering department at Castleford delivered on

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every level, which is testament to Anthony’s dedication and passion to innovate and do things differently. Three apprentices have benefited from his commitment to develop others and one of them is now a permanent member of the Castleford team. It is no surprise that they won Team of the Year at the Regional MAD Awards in 2013 and the Arri-Va-Va-Voom Award and Engineering Manager of the Year at the 2014 MAD awards.

The judges were bowled over by the pure enthusiasm, the attention to detail and the consummate leadership shown by Anthony. He has driven impressive achievements such as securing investment and implementation of an Authorised Testing Facility.

Getting his staff to paint the facility means they take pride in it. The judges were impressed by his tenacity and drive.

SILVER WINNER

DAREN COPPIN STAGECOACH LONDON

Engineering Manager Daren Coppin has, in nearly four years, turned one of the biggest depots in the country from previously poor engineering performance to one that is measured amongst London’s top engineering depots.

Daren took full control of Stagecoach’s West Ham garage in 2011 when there was a lack of a clear engineering strategy, direction and control. He focused on getting the simple things right - day in, day out - and set out which standards were acceptable and which weren’t. The key was to hold the line over time so the standard became the norm.

Daren was also keen to identify the technical needs of his staff and also analysed data for vehicle breakdowns and defects in order to develop a technical strategy and a training matrix.

Regular briefings and updates in the canteen and building relationships with driving and operational staff were key, and Daren set up regular review meetings with the unions and published all KPI data in the canteen.

Daren has nominated more of his staff than any other depot for Stagecoach’s upskilling programme and has a focused approach to apprentice learning.

MoT first time pass rate is 98% and lost mileage has improved from 0.97% in 2009 to 0.13% in 2014. Daren’s star quality is his tenacity, never giving in and keeping the faith.

The judges were impressed

by Daren’s achievements given the degree of difficulty at West Ham garage in previous days and welcomed his tenacious perseverance throughout a long and challenging period of transforming West Ham’s ➢ engineering department.

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PEOPLE

ENGINEER OF THE YEAR

BRONZE WINNER

FRANK CLASEN BRIGHTON & HOVE BUS AND COACH COMPANY

Frank Clasen started out life at Brighton & Hove as an apprentice body shop fitter 26 years ago and is now able to lead his former colleagues with the natural ease of a man who knows how to deliver consistently.

He anticipates the needs of a job within the expectations of the business and the skills and resources of his team. Frank juggles his team’s scheduled business and refurbishing buses with the unscheduled and unpredictable need to repair buses damaged in serious accidents. One of Frank’s greatest assets is his gift for communication; he breaks down a task, no matter how complex, into deliverable chunks he knows his team can understand.

His natural style is empathetic and he motivates staff to enthuse and engage them. For example, the much-praised project of stripping a bus and refurbishing in it into a striking creative art project to celebrate the city’s annual Fringe Festival.

Over the last year, Frank led his team of 11 staff to achieve a redesign of three buses to include bike racks and two vehicles to accommodate disabled passengers. It is no surprise that Go-Ahead’s CEO David Brown recently presented Frank with his group’s Engineer of the Year award for 2014/15.

The judges were impressed by the remarkable level of achievement demonstrated by Frank and his modus operandi of communicating with, and motivating, his team, while having to deal with some technically challenging projects.

2 2. Darin Coppin, Stagecoach London 3. Frank Clasen, Brighton & Hove 4. Ian Chadwick, First Manchester 5. Dave Foot, First Solent

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FINALIST

DAVE FOOT FIRST SOLENT

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Dave has followed in his grandfather’s footsteps as Engineering Manager for First Solent. He is valued for being a very diligent manager and he has gained respect from staff and colleagues alike for his ‘can do’ work ethic and commitment to

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moving the business forward.

In particular colleagues point out that while he is quiet and unassuming, the impact he has made on the business cannot be underestimated. For example, working alongside the finance team, Dave creates his own budget and every quarter adjusts the forecasting process accordingly. He and his team have delivered some impressive results and for the financial year ending 2014/15, the engineering material spend was £210,000 better than budget and building cost £89,000 better than budget which, considering one of the two depots he manages is over 100 years old, is an achievement.

His greatest attribute is his total reliability and calm, unflappable attitude. The judges were impressed by Dave’s interaction with staff, for example at ‘meet the manager’ sessions in the canteen and his keenness to introduce and encourage apprentices as well as improve the skill set of his existing staff.

FINALIST

IAN CHADWICK FIRST MANCHESTER

With over 20 years in the bus industry, Ian Chadwick is rated as an outstanding engineering leader and a genuine asset to First Manchester by his employer. He oversees the engineering function of a large city centre depot and supports the wider regional business.

Colleagues describe Ian as having excellent leadership skills and delivering great performance without a smile leaving his face. He has enabled his depot to reduce lost mileage to 0.28% - lower than across the six First Manchester depots.

As well as focusing on his depot, Ian is able to ‘think big’ and his perspective includes assisting colleagues when he can and accepting extra responsibility.

The judges were impressed

by Ian’s twin approach of considering both his depot and First Manchester as a whole, and also praised his keenness for feedback from stakeholders including Optare and TfGM.

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Congratulations to all our winners at the UK Bus Awards 2015.

Gold ENGINEER OF THE YEAR Anthony Lowe, Arriva Yorkshire

Silver YOUNG MANAGER OF THE YEAR Jessica Mills, Arriva Yorkshire

Bronze TOP NATIONAL BUS DEPOT Birkenhead, Arriva North West YOUNG MANAGER OF THE YEAR Will Pare, Arriva North East MAKING BUSES A BETTER CHOICE Arriva bus app PUTTING PASSENGERS FIRST Live Chat - it’s good to talk

Highly commended UNSUNG HERO Kevin Richardson, Arriva North East

Finalists TOP NATIONAL BUS DRIVER David Skitt, Arriva Midlands TOP NATIONAL BUS DRIVER Daniel Curry, Arriva North East TOP LONDON BUS DRIVER Abdullah Bin Masood, Arriva London South TOP NATIONAL DEPOT Newcastle, Arriva North East INNOVATION The Arriva Bus App - A Smarter Way to Travel, Arriva UK Bus MAKING BUSES A BETTER CHOICE Taking bus travel to the MAX, Arriva North East and Yorkshire MARKETING INITIATIVE OF THE YEAR Posh & Double Decks, Arriva Merseyside MARKETING INITIATIVE OF THE YEAR The Arriva Bus App: A Smarter Way to Travel, Arriva UK Bus

We are proud to have achieved the highest number of shortlisted individuals.

arrivabus.co.uk Ad_template.indd 3 716411_Passenger_Transport_Awards_Ad.indd 1

30/11/2015 12:39 18:23 27/11/2015

Congratulations to Dr William Wright (Co-founder of the Wright Group)

winner of the Services to the Bus Industry Award

As the World’s BiggestSelling magazine covering the bus and coach industry, Buses is renowned for providing comprehensive news, hard-hitting opinions and accurate information alongside entertaining and thought-provoking features.

Illustrated with high-quality photography throughout and featuring the unique Fleet News section, Buses is the only choice for JUST professionals £4.50 industry and enthusiasts alike.

Available from and other newsagents on sale third Thursday of the month* 1345/15

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Requirements for app: registered iTunes account on Apple iPhone 3G, 3GS, 4S, 5, 6, iPod Touch or iPad 1, 2 or 3. Internet connection required for initial download. Published by Key Publishing Ltd. The entire contents of these titles are © copyright 2015. All rights reserved. App prices subject to change.*UK On sale date.

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30/11/2015 18:24

PEOPLE

SERVICES TO THE INDUSTRY

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Sponsored by

of full sized bus bodies taking full advantage of the low floor revolution which took place during the decade.

Under his leadership, the business has spent heavily on research and development, and has won multiple awards for innovation, steadily growing so that today it employs more than 1,800 people.

As well as his role with the business his father founded, William served his local community as a councillor and campaigner.

The UK Bus Awards Management Committee was delighted to recognise the invaluable work that William has done for the industry with this award, as the leader of a highly innovative and successful UK manufacturing business.

Throughout his career, William has been an inspirational leader, believing passionately in the future of the bus industry. He has led by example, and advanced the

GOLD WINNER

DR WILLIAM WRIGHT WRIGHTBUS

The Award for Services to the Bus Industry recognises a significant and sustained contribution to the success of the industry by an individual who has gone consistently beyond the call of normal duty to improve and promote the bus industry for its users or the wider community.

1. Dr William Wright began his career 70 years ago working in his father’s shed. Today Wrightbus employs 1,800 people

The esteemed accolade of services to the industry went to Dr William Wright, founder of Wrightbus. The Ballymenabased bus manufacturer is renowned not least for building the New Routemaster and Streetlite micro hybrid bus.

William began his career some 70 years ago working in his father’s shed behind their house at Warden Street in Ballymena in the 1940s. At that time, the company built bodies for goods vehicles, but moved into building aluminium bus bodies in 1978. Now in his late 80s, he still turns up for work every day in his beloved electric car.

The company’s real breakthrough into the mainstream of UK bus building came with the launch of the Handybus model on the Dennis Dart chassis in the early 1990s, quickly followed by a range

cause of innovation, and high quality manufacturing.

Wrightbus continues to be at the forefront of technological developments, building the New Routemaster for service in London and a wide range of other hybrids and fuel saving diesels for service in other parts of the country. It launched its first all-electric bus in 2014, which entered service in Milton Keynes.

William has been active in developing this technology and is enthusiastic about its potential. Speaking last year, he said: “The potential is there and, with the right level of technological development and government support, I think electric buses could become a reality in many UK cities within the next decade.”

Heading up a family which now includes 10 grandchildren and nine great-grandchildren and at an age when most people would have opted for retirement, William remains as enthusiastic about his work as ever.

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30/11/2015 21:08

LONDON AWARDS

LONDON BUS GARAGE OF THE YEAR

Sponsored by

This is the award which benchmarks the performance of bus garages in London, and rewards the best with a cash prize to be used on facilities to benefit the team which delivers the best service on a day-to-day basis.

This award is open to garages which operate buses on contract to London Bus Services Ltd. Performance and monitoring data is used by TfL London Buses to compile a shortlist of garages reaching high levels of recorded performance, which includes: driver quality monitoring data; wheelchair ramp operational audit data; customer satisfaction survey and mystery traveller survey results; lost mileage; quality of service indicators; engineering standards; levels of public comments.

Each shortlisted garage is challenged to submit its own assessment of its achievements, emphasising its impact on passenger service, staff well-being and the communities served by reference to specified issues.

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GOLD WINNER

ALPERTON METROLINE WEST

Metroline West’s Alperton Garage works as a team, from cleaners to drivers, supervisors and managers. All have combined efforts to maximise the performance of the garage and develop, maintain and improve a system that benefits the staff, company but most importantly the customers.

The KPIs were impressive especially the low lost mileage figure. A Wall of Fame, on show at the garage, was introduced as a way of recognising excellent staff and motivating others to improve their customer service. Senior drivers have been promoting a passenger comfort scheme using the ‘Drive Green’ telematics system.

Engagement with local schools via TfL’s Youth Ambassadors has helped

improve both the behaviour of school children and the attitude of drivers towards them. With some pupils also undertaking work experience at the garage the overall effect has been to achieve a noticeable reduction in vandalism and graffiti.

By prioritising driver attitude and performance through a customer interaction programme, Alperton has moved up the mystery traveller survey results table into the top 10 of London bus garages.

The judges felt that all this effort, with such positive results, deserved the Gold Award.

improved by applying careful attention to engineering procedures.

The emphasis is on ‘first time fix’ for defects, and by engaging with drivers to get more detailed defect reports, repeat faults have been minimised. Time and effort spent on staff welfare and family friendly rotas have helped to improve attendance and route forums. Mystery traveller reports have been improved by seeing each driver to discuss in detail any areas of concern with the training department, then ensuring an improvement in customer interaction and professionalism.

To raise driving standards Holloway has invested in Drive Assist, a telematics system monitor driving performance, and VIGIL training using a bus fitted with cameras internally and externally to record driving standards. This allows footage to be played back to the driver to

SILVER WINNER

HOLLOWAY METROLINE

Holloway Garage is 108 years old but the Metroline-operated depot’s KPIs are very good and, with a variety of vehicle types including the New Routemaster, route performance has been

highlight driving performance whether bad or good.

Staff praise days are held for exceptional performers who can otherwise be overlooked and every effort is made for good relations with local residents in densely populated Holloway.

BRONZE WINNER

STAMFORD BROOK RATP DEV LONDON

Colleagues at RATP Dev London’s Stamford Brook are immensely proud of their garage and are focused on making it number one in London. All staff have been made aware of how important they are to the business and their role in the ‘bigger picture’.

Drivers know that customers have a choice in how they travel so they do their best to make the journey a pleasant one. On the practical side, drivers are aware that it is crucial to maintain

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FINALIST

TWICKENHAM ABELLIO LONDON

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3 1. Metroline West's Alperton garage.

2. Disability awareness training at Abellio London's Twickenham garage.

3. Stagecoach London's Bromley team.

4.Metroline's Holloway team.

5. Colleagues at RATP Dev London’s Stamford Brook garage

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good headways and they have a great working relationship with controllers. Customer service is continually reinforced during and after training. Accident prevention is reinforced through regular briefings about ‘hot spots’ on the road.

The garage does not have the traditional divide between operations and engineering and team members work well with controllers to minimise lost mileage. The approach to customer service took a leap forward with the introduction of customer assistants and Stamford Brook played an active role in the development of the customer service apprenticeship scheme.

The garage regularly holds events where people in the local community can visit the garage and talk to managers, so that they remember they serve the local community and its voice is important - after all, this is their bus service.

Twickenham Garage is committed to providing a fun, engaging and safe place to work; from campaigns to raise driver awareness about safe driving techniques and disability awareness, through to carol concerts and rewarding drivers with chocolate coins.

An Employee of the Month award is presented, rewarding an outstanding employee going above and beyond expectations.

Every driver who has achieved an excellent result for a driver quality monitoring assessment or a high score on a mystery traveller survey assessment has their photograph put on the Wall of Fame and receives a £10 voucher. Since implementing a safe driving campaign the number of driver avoidable collisions has fallen noticeably and a driver performance board indicates the key areas in which staff are excelling across the board, but noting specific areas for improvement.

FINALIST

BROMLEY STAGECOACH LONDON

Playing an active part in the local community gives Stagecoach London’s Bromley team a sense of responsibility to do their best. With an average length of service within the garage of 10 years, and three employees having over 40 years’ service, drivers and engineers clearly enjoy working here.

At the recent company Bus Driver of the Year event, of the 30 drivers eligible for entry, seven were from Bromley.

Almost all drivers at Bromley have the BTEC qualification and a Greenroad drive quality performance score of 14, a 26% improvement over last year.

Over the past year Bromley’s performance has regularly been in the top 10% of garages.

Being in the heart of the community, the team work hard to be good neighbours, engaging in and have a positive influence on local events.

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LONDON AWARDS

LUKE REES-PULLEY CHARITABLE TRUST AWARD FOR TOP LONDON BUS DRIVER Sponsored by

Luke Rees-Pulley was passionate about buses throughout his life, which was tragically cut short by murder. The trust founded in his name seeks to rekindle the pride and status of bus drivers in the capital to the levels seen in the 1930s - when to be a bus driver was to be a respected professional providing an essential service.

This award is part of that process, recognising and rewarding top quality service and commitment. This award is presented to the London bus driver who has best demonstrated excellent performance from the customer perspective in the 12-month period to the end of June each year.

GOLD WINNER

VIVA AIKINS RATP DEV LONDON

Viva Aikins is one of RATP Dev London’s most respected drivers, based at Shepherd’s Bush garage. She carries out her job with flair, professionalism and great skill. Highly regarded by customers and colleagues alike, she has established herself as an indispensable member of the garage team. She embodies all the attributes desired in a London bus driver and is a great role model.

Viva gets a huge amount of satisfaction in helping people and resolving any queries or questions they might have. She is particularly adept at assisting elderly customers and less ablebodied people and is careful to ensure they are seated before pulling away. Having learned to sign the alphabet, Viva is able to help customers with hearing and speech difficulties; she also knows basic German (and elementary French) and makes a point of keeping up to date with these two languages because of the high number of tourists she

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carries on her bus.

Viva is a good team player and believes it is crucial for everyone to ‘look after one another’. Viva has a sharp awareness of the business side of garage operations and takes a keen interest in how the garage’s performance compares to others. She’s a stickler for maintaining headways and, like anything else about Viva and her job, has perfected it to a fine art.

With her first class driving skills, helpful nature, professional appearance and great approach to customer service, she epitomises everything one expects from a London bus driver, so the judges considered Viva to be the worthy winner.

to serve and engage with his passengers, whether it is greeting them as they board, or keeping them informed of any service disruptions by getting on the PA system - and his passengers really appreciate this.

Kingsley is a shining example of outstanding customer service, pride and passion, and that being a professional driver requires more than just giving a smooth ride. He has also been commended by his manager for being a role model with his smart appearance when reporting for duty, friendly disposition and willingness to assist when called upon.

His Drive Green scores when driving in service are excellent.

For all these reasons the judges felt that Kingsley is a deserving winner of the Silver Award.

SILVER WINNER

KINGSLEY TOMLIN METROLINE WEST

BRONZE WINNER

Kingsley is an exemplary employee and a driver for Metroline West at its Willsden Junction depot. He has received numerous commendations for his actions, helping his passengers, politeness and professionalism. He is eager

driving and communication skills to new drivers in an unassuming and understated fashion that immediately puts people at their ease. He is an Institute of Advanced Motorists trainer/assessor, coaching many drivers through their driving test.

His cheerful disposition allows him to get his points across in a friendly informative manner.

Supervisors find him to be a flexible and willing worker. In the company’s ‘disability transport awareness bus days’ he helps the less able in learning to cope with the day to day challenges of using public transport.

Peter Growns’s relationships with both passengers and staff set a shining example of how a driver should conduct himself at work.

The judges are therefore pleased to award Peter the Bronze trophy.

FINALIST

PETER GROWNS GO-AHEAD LONDON

EZETA COLEMAN ABELLIO LONDON

Peter Growns’s manager at Go-Ahead London says that he is an invaluable member of staff: as a mentor he willingly passes on his vast knowledge, experience,

Abellio London’s Ezeta Coleman is said to be an absolute gem of a driver at the Battersea garage.

She’s also flexible and hard working to boot.

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Consistently smart and wearing her uniform with pride Ezeta is a smooth and safe driver who is consistently courteous and friendly to all of her customers, greeting them as they board her bus, using the PA system when appropriate and waiting for people running for the bus.

Her record shows four box 1 driving assessments - the top score attainable and Ezeta is incredibly reliable with no sickness or absence in her 15 years working with her company - an impressive record combined with a flurry of top notch driving assessments. She really is a top London bus driver!

FINALIST

MYAT HAN ABELLIO LONDON

Myat Han loves her job as a bus driver for Abellio London at the company’s Twickenham depot in south west London: she takes pride in her contribution to the communities she serves and makes sure that every journey is as good as it possibly can be. Her customer service is second to none.

As a result, Myat has received several customer commendations and comments have included that it’s always a pleasure to travel on her bus.

Myat takes her responsibilities very seriously and has an excellent record in all areas of her employment. Her manager says that she is an inspiring role model who showcases what being an outstanding London bus driver means.

1. Viva Aikins.

2. Left to right: Dennis McMahon (Silver winner for Top National Bus Driver), Ezeta Coleman, Myat Han and Richard Burton 3. Kingsley Tomlin 4. Yvette Singh 5. Peter Growns 6. Abdullah Bin Masood

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FINALIST

RICHARD BURTON ABELLIO LONDON

5

“Richard demonstrates our values every day,” says his employer, Abellio London.

“Through simple acts of kindness and compassion he ensures that he looks after his customers to the best of his ability. His humanity is clear to see and yet he’s humble. Richard’s actions are exactly what we’d like all our drivers to show and more. He’s a real credit to the company.”

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FINALIST

ABDULLAH BIN MASOOD ARRIVA LONDON SOUTH

Abdullah Bin Masood is based at Arriva London’s Brixton garage, and his previous experience in the retail and training industry has certainly played its part in him being recognised by many colleagues as a shining example.

His enthusiasm and drive to deliver a better service to his customers is regularly rewarded with a commendation. His customer focused approach has seen him receive no less than eight customer commendations.

He is highly thought of by his supervisors. One said: “Abdullah is an absolute pleasure to work with. He is flexible, reliable, polite and helpful and always has a smile on his face. He will do anything at a moment’s notice and is happy to help. He is a real star.”

FINALIST

YVETTE SINGH STAGECOACH LONDON

Stagecoach London driver Yvette Singh is passionate, enthusiastic and dedicated about her work. She takes her role as a driver, mentor and Acting Garage Clerk at Catford incredibly seriously, and always strives to represent the very best that any driver can be.

Yvette is always understanding and sympathetic to any driver that approaches her for guidance.

Not only is this self evident in the way she engages with her customers and colleagues, but also her willingness to help promote the perception of buses in the various ambassador roles she undertakes. Since joining the industry in 2005 Yvette has made it her personal objective to be the very best in everything she does so as to promote the most positive image of bus travel.

An active participant in supporting activities such as a disability forum, ambassador at the Year of the Bus Cavalcade and playing a strong part in TfL’s ‘100 Years of Women in Transport film’, Yvette epitomises everything that is good about the bus industry in London.

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SPONSORSHIP

WHAT DOES THE BUS INDUSTRY’S TOP AWARD SCHEME OFFER TO SPONSORS? How do sponsors benefit from supporting the UK Bus Awards?

IAN SMITH , Commercial Director, describes how the scheme delivers to those who support it.

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ocal buses are by far the most popular form of public transport: they carry nearly 70% of all public transport users.

The bus industry has a huge public profile and generates £64bn gross value added to the economy, according to recent research.

Bus passengers spend £27bn a year in the shops. The Department for Transport states that the industry has a total patronage of 4.7 billion journeys a year in England alone and local bus operators employ some 124,000 people. In many areas, the local bus company is one of the largest employers. The UK bus industry provides over £2.5bn worth of business to a range of suppliers.

So this is a big business of national importance; it runs day in day out - and all night as well in many cases. At UK Bus Awards we feel there is a lot to shout about and our scheme tells the world at large about the good work going on in the industry and the benefits it brings to the nation. We promote the achievements and achieve nationwide coverage in the local and regional media.

This year sees our 20th anniversary: UK Bus Awards is widely recognised as the original and best award scheme in the industry, known by many as ‘The Bus Oscars’ and for good reason. Operators know that a UK Bus Awards Gold trophy carries more clout than one of the more recent award schemes. Why is that? This scheme is run for the benefit of the industry: it has no vested interests and is fully supported by a combination of sponsorship from leading suppliers and patronage from the leading operating groups. In 2016 we shall again be seeking assistance from sponsors to ensure that the scheme continues to deliver its objectives, so helping everybody involved with the bus industry. We are also looking to appoint a high level sponsor from the financial transaction services or communications sectors as more and more

customers benefit from apps, smartcards and m-ticketing as well as on-board Wi-Fi and contactless payment systems.

UK Bus Awards offers a whole range of profile-raising opportunities that allow businesses both large and small the opportunity to be recognised as making an important contribution to the scheme’s future. Our sponsors tell us how supporting the Bus Awards gives them a tremendous feeling of well-being and, for award sponsors, there’s nothing quite like that feeling of going up on stage to announce the winner of ‘your’ award. You have the attention of the cream of the UK bus industry eagerly awaiting your every word! So you seize the opportunity to do a live commercial and tell the hundreds of key people in the room about your company and why you support the scheme that showcases the bus industry’s achievements.

Then you announce the winner of the award you are sponsoring.

UK Bus Awards’ glittering Presentation Ceremony every November is the visible face of a year round organisation. There’s an amazingly popular website that gets millions of hits and, just a few weeks before the big event, we hold a Finalists’ Lunch and short list announcement every autumn. We conduct a major PR campaign that achieves maximum positive coverage of the industry at the time of both the short list announcement and the Presentation Ceremony. Increasingly important too is the use of a variety of media to get the message across, with video footage, images and social media driving ever more visitors to our website, many of them using their mobile phones.

The annual costs of running the scheme over the year are around £200,000 and it’s worth every penny. But only around a quarter of this can be raised through selling tickets for the Presentation Ceremony; the rest is generously contributed by our sponsors, some of whom have been with us since day one, notably Arthur J Gallagher and Exterion Media and their predecessors.

We look forward to further sponsors joining us in 2016 from technology and electronic transaction businesses that increasingly benefit from the bus industry.

Equally important is the contribution made by the industry itself, through our patron and supporter packages: almost all of the UK’s bus groups, as well as the ALBUM group, generously contribute from their head offices whilst their local operating companies are free to compete for the awards.

On these pages you can see who our sponsors and patrons are. They keep the scheme going and enable us to run the competition. But we need more sponsors, large or small, and we’re keen to talk to suppliers who have yet to sponsor UK Bus Awards: why not talk to us and learn what it could mean to you? Our established sponsors will confirm that the benefits are substantial and highly worthwhile. We develop lasting partnerships that help newer businesses become established in the industry and demonstrate how established suppliers put something back into the industry from which they earn a living. That is my cue to thank, most sincerely, all our sponsors, patrons and supporting organisations for helping us to keep this massive show on the road! ~

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UK BUS AWARDS OBJECTIVES THIS IS WHAT WE AIM TO ACHIEVE:

Positive coverage of bus transport in the local, regional and national media; incentives for bus companies, their management and staff, local authorities and industry suppliers to adopt good practice in their businesses; and a forum in which best practice can receive wider coverage in the industry.

THE UK BUS AWARDS SPONSORSHIP OFFER SPONSORSHIP OF THE AWARDS PROVIDES YOU WITH:

Q Promotional opportunities to the industry’s key decisionmakers Q High profile, top quality opportunities for corporate hospitality Q A well organised and prestigious awards event Q Highly acclaimed industry events

Q High quality administration and organisation.

HOW CAN YOU PARTICIPATE?

Q You could sponsor the whole scheme Q You can sponsor one of the awards Q You can sponsor the awards ceremony Q Or you can have a supporter package to suit your budget.

which offer significant benefits to your company: Q Award Sponsor A high profile deal, linking your company with an award category and corporate entertaining of the highest quality.

Q Scheme Sponsor High profile support of the UK Bus Awards scheme.

Q Ceremony Sponsor A high quality corporate hospitality opportunity in return for sponsorship of the Awards Ceremony.

Q Event Sponsor A range of packages enabling your company to be identified with particular aspects of UKBA events - our finalists’ lunch and the presentation ceremony itself.

Q Supporters Cost effective deals are available for smaller businesses to help with profile raising and networking ‘par excellence’.

Q Patrons Packages are available for corporate support from the major bus operating groups supporting the whole scheme rather than specific awards so there’s no conflict of interests.

UK BUS AWARDS SPONSORS AND STAKEHOLDERS We are most grateful to all our sponsors, industry patrons and supporters for their support: this enables us to continue our work spreading quality and celebrating excellence in the UK bus industry.

AWARD SPONSORS

PATRONS

WHO CAN TAKE PART IN THIS?

Q Retail organisations targeting their potential customers - our bus passengers Q Operators wishing to support the scheme and the benefits it brings the industry Q Local authorities wanting to show how they support bus travel Q Professional organisations involved with the industry.

PACKAGES TO SUIT YOUR NEEDS

You can choose from a range of sponsorship and support packages, all of

SPONSORS

Our Commercial Director Ian Smith would really like to talk to you about how sponsorship can help your profile in the bus industry so please give him a call on 01392 247997 or email him at ian.smith@ ukbusawards.org.uk

SUPPORTING ORGANISATIONS

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JUDGING ENTRIES

JUDGING YOUR QUALITY ENTRIES Distinguishing between so many top quality entries has become increasing difficult.

JOHN OWEN OBE , Convenor of Judges, explains the process behind the judging of the UK Bus Awards

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air, impartial and well-run judging and mystery travelling are fundamental to the UK Bus Awards delivering on its mission of recognising, rewarding and inspiring.

To fail to do this would not only devalue the Awards but also not do justice to the hard work of all who make the effort to enter.

Looking back at 20 years of the Awards shows just how much the quality of entries has improved. The industry has moved on a long way and some entries that won only 10 years ago would struggle to be short listed

these days. This means that choosing the finalists in each category, let alone selecting the Gold, Silver and Bronze Award winners, has become a much more difficult task for the judges. The judging process has to be far more thorough if the right people and companies are to be recognised and rewarded as the industry’s best.

Again this year, over 50 people from a wide range of backgrounds and organisations covering the whole of Great Britain gave up their time to be part of six expert panels to assess the large number of entries. We are extremely grateful for the time they spent at the meetings in London, as well as the considerable effort put into reading, assessing and scoring every entry beforehand, prior to reviewing all supporting information either online or at the meeting, before confirming their scores, discussing their views, and reaching their final decisions.

With such high standards, the judges were faced with some extremely tough decisions. In a number of categories, the quality was such that it was very difficult indeed to decide who should be included if the list of finalists was going to be kept to a manageable number.

In the operational categories, the need to assess the quality of short listed nominees on

the ground (not least to confirm that service delivery meets the claims in the written submissions) has been an integral part of the Awards since the start. Perhaps more this year than most, our mystery traveller checks have influenced the outcomes. We are grateful to The TAS Partnership for allowing the use of their quality audit system and software which enables us to compare fairly what are often very different operations in different parts of the UK. There were again entries that did not do themselves justice. Results and outputs are extremely important. Also, please respond

to all sections in the narrative - if you say nothing the judges cannot give you a score!

Do not exceed the 1,500 words in the summary - if you do you will be penalised as otherwise it would not be fair on the vast majority who do abide by the rules. So please read the criteria and guidelines carefully they are there to help everybody make the best case possible for their entry.

It is vital that the Awards remain dynamic, reflecting the environment in which the industry operates, as well as the needs of companies, authorities and other stakeholders. We do keep the categories and criteria, as well as the entry and judging arrangements, under review. The judges’ input to setting, maintaining and updating the process is greatly valued and appreciated.

Also, subject to maintaining the integrity of the Awards, we will do all we can to simplify the entry process.

But please remember that these are your awards, and we are always happy to receive feedback and suggestions as to how things might be improved. So please give us your views.

Once again our thanks go to all our judges and mystery travellers who gave so freely of their time, to Claire Walters, Gavin Booth and Bus Users for organising the service quality checks - and on everybody’s behalf to Pat Hartley-Gibson and the team at Admin 24 for all their hard work in bringing together all aspects of the entry and judging process. ~ 61

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REFLECTIONS

EVOLVING TO SURVIVE reflects on things that have changed – and some that have not – over the years since 1996

CHRIS CHEEK

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ne of the most pleasant aspects of the work we do every year in preparing for the Awards is to read about our people - the front line staff who have the technical skill to cope with modern traffic and the ability to get on with their customers.

Because in the end, it’s the relationship between bus operators and their customers that really matters, and that determines the future success or otherwise of the bus industry.

Of course, things like regulation and local authority policies are important they set the context in which the industry operates. Local highway authorities in particular have a much greater role in determining how quickly and how reliably we can get customers to their destinations.

But it is the travel choices made by millions of people every day that determine whether bus services are prosperous enough to generate future investment and successful enough to meet customer aspirations.

At the Awards, we continue to see evidence of the progress that is being made every year.

We see it in the higher quality of the entries we receive, and in the service standards we measure in our mystery shopper surveys.

The latter are particularly important to us, and really do distinguish the UK Bus Awards from other schemes. Over the years since 1997, when we first started the surveys using the TAS Quality Audit system, we have undertaken more than 1,900 journeys to measure the quality of the entries we have received. In 2015 alone, the need to check on operations named in the finals of our operator, depot and driver categories required more than 180 different trips; the overwhelming majority of these were operated to a very high standard indeed, meaning that we are confident that our winners really do deserve their prizes.

Of course, there is more to do, and of course there’s still a big gap between the best and the worst - but huge progress has been made over the last 20 years, and more is being made every year.

As well as keeping up the good work, we need to shout about all that we are doing and the successes we are achieving, and that is - in large measure - what the Awards are all about. And it is that activity more than any other that makes you realise just how much life has changed and continues to alter.

No longer does it suffice to issue a press release and follow up with telephone calls and call it a PR campaign. In order to get the quality message across, we engage with the

internet, Twitter, Facebook, LinkedIn and YouTube. We make videos and distribute audio features to local radio stations. And we do all this in a compressed period between the completion of judging in September and the day of the ceremony every November.

So being around for 20 years does not mean that we provide the same product as we did in 1996 - just like bus services themselves, the awards have evolved and changed over the years to try to ensure that we remain relevant to shifting priorities.

We have in the past focused on accessibility or on rural services, but as priorities have shifted to other areas, so have we. Branding, environment, clever marketing and different styles and scales of operation have all featured at one time or another.

In recent years, we have increasingly focused - rightly in my view - on the industry’s people.

That is unlikely to change, but other aspects we look at may well change again as we focus on smart ticketing, use of mobile data and who knows what other technological developments that are just around the corner.

But whatever technology exists or is developed, the fundamentals of that relationship with the customer will not change. A rude or scruffy driver or a dirty and ill-maintained bus that turns up late will never retain a disappointed customer, no matter what sexy software they have used to find out about the times or pay their fare.

As we have being saying for the last 20 years, it’s quality that pays. And that’s what the UK Bus Awards are all about. ~

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Media partners transporttimes

The second annual UK Bus Summit will be held in London at the QEII Centre, Westminster on 11th February 2016 and once again is supported by the Department for Transport.

As before, it aims to bring together operators, local authorities and the bus supply industry to encourage the industry to work together to stimulate patronage growth, and to raise awareness of the role the bus can play in stimulating the economy, getting people to work, reducing emissions, providing access for the elderly and tackling inequality.

Keynote Speaker: Andrew Jones MP Transport Minister

Additional confirmed speakers include:

Confirmed Speakers

Martin Griffiths, Chief Executive, Stagecoach Giles Fearnley, Managing Director – UK Bus, FirstGroup Plc David Brown, Chief Executive, Go-Ahead Group Plc Kevin O’Connor, Managing Director – UK Bus, Arriva Nick Forbes, Leader, Newcastle City Council Prof David Begg, Chief Executive, Transport Times Derek Mackay MSP Scottish Transport Minister

David Brown Chief Executive, Transport for the North

Anthony Smith, Chief Executive, Transport Focus Claire Haigh, Chief Executive, Greener Journeys David Young, Interim Director General, SYPTE Andy Eastlake, Managing Director, Low CVP Ken Scott, Group Engineering Director, Alexander Dennis Limited Neill Birch, Director – Public Transport Operations, Systra Hilary Chipping, Acting Chief Executive, South East Midlands LEP Alastair Munro, Engineering Director, Optare

Dr Jon Lamonte, Chief Executive, Transport for Greater Manchester

Leon Daniels, Managing Director – Surface Transport, Transport for London

11TH FEBRUARY 2016 QEII CENTRE, BROAD SANCTUARY, WESTMINSTER, LONDON SW1P 3EE

Supported by

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30/11/2015 18:30

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For more information and to book your place or to exhibit at the conference please visit www.albumconference2016.com

For more information contact: Mr Ian Longworth, Director of Public Transport Email: ian.longworth@gov.im Tel: 01624 697419

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30/11/2015 18:32