Essex Now Spring 2016 by i•creation

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Spring 2016

The magazine for First people in Essex

TRAVEL SHOP HAS A copy of Essex Now has been printed for

EVERY EMPLOYEE EE SEE PAGE THR

Please take your copy to keep.

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Gemma Thomson took prompt action to make safe a man who had gone missing from his home.

Facing year ahead with optimism and confidence By Managing Director

Alex Jones

IT’S all systems go at First Essex as we face a new year with optimism and confidence following service changes which continue to reap dividends in terms of improved reliability and punctuality. Essex County Council have launched new park and ride services between Chelmer Valley and Broomfield Hospital, operated by First Essex, and of all the First Bus operating companies across the UK we’ve had the honour of receiving the 1,000th StreetLite to be produced by Wrightbus. This vehicle is now in service in Colchester – further boosting our eco-friendly credentials as well as giving our customers the very best in comfort. We continue to communicate the results of the Your Voice survey at depot level and what changes we can implement together in response to your feedback. You never cease to amaze me with your commitment to our passengers. This latest issue of Essex Now shines a spotlight on just a few of you and the lengths you go to to help people as well as raise money for charity. The quick-thinking of a driver is commended on this page – Gemma Thomson kept a passenger suffering with dementia safe until police arrived. The man had been reported missing by his wife. Gemma acted in the best traditions of our industry and is to be commended. Fundraising is always close to your hearts and there are stories in this magazine about staff raising £1,000 for a hospice and a driver taking up boxing for charity. Finally, it’s fantastic to hear that Colchester Driver Mike Birch is on the mend and continuing to make good progress.

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Driver comes to aid of a missing man RAINTREE Driver Gemma Thomson’s family experience of a relative with dementia helped her go the extra mile and keep a missing man safe until police arrived. The 25-year-old was at the wheel of her Service 70 bus in Chelmsford when another driver asked her about a confused, elderly man who said he was going shopping even though it was too early. Gemma, a former care assistant who has been with the company for just over a year and a half, said: “My great nan Daphne had Alzheimer’s so I recognised the signs. I asked him where in Braintree he lived but he couldn’t remember.

“He was only wearing thin clothing so I sat him at the back of the bus where it’s warmer and offered him my coat. He got off at Braintree but got on again and said he didn’t know where he was. “A student from Colchester College offered to help and the man blurted out a phone number. I called and his wife answered saying he’d been reported as missing to the police. They arrived within five minutes to look after him. “I just did what anyone else would have done. If it was your dad or granddad you’d hope there were people out there who would make sure they were safe like I did.”

Survey findings rolled out to depots RESULTS of the Your Voice survey have been rolled out to depots and a new campaign has been launched to deliver a fresh look at safety. Employees are being thanked for their biggest response ever, which highlighted that many feel engaged with the company, meaning they are proud to work with First and recommend it as a good place to work. As a result of feedback, a “Be Safe at Work” campaign is focusing on delivering the best possible safety advice and

information across First Essex. Senior managers will be visiting depots alongside local management teams and Unite the Union representatives to pass on the results and engage with staff, as well as

explore ways to implement recommendations and suggestions that will enhance the workplace. Meanwhile, three employees from depots where the highest numbers of people took part in the survey won Love2Shop vouchers. Chelmsford-based James March scooped the top prize of a £500 voucher, Basildon-based Blake Moore was presented with a £250 voucher and Hadleigh’s Phillip Mullins received a £100 voucher.

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Staff urged to promote Facebook page THE First Essex Facebook account has had a facelift and staff are now being urged to build its profile by liking and sharing it. Marketing Manager Adam Keeble said: “We now have a lot of marketing information running through the page so any support would be great as we want to push this as much as possible as a media channel. “We are also looking at promoting local events for local people using our services so any recommendations of events going on along our routes would be useful.”

Colchester Driver Paul Curtis checks out the revamped First Essex Facebook page.

Dave bows out after 40 years of service COLLEAGUES have wished a fond farewell to company stalwart Dave Smith who has retired after 40 years’ service. Staff Manager Dave was based at Braintree depot for the entirety of his career with First and its predecessors. He started off as a Driver in October 1974, and has since worked as Lead Driver and then Staff Manager. First Essex Assistant General Manager Alvin Parker said: “Dave has been with First for such a long time and has overseen some huge changes along the way. It’s always sad to see a colleague leave, but we wish him all the best in his retirement.”

Awards for going the extra mile

Che Chesterman pictured at the Chelmsford travel shop with, left to right, Assistant Goldine Blower, Assistant Manager Sandra Barsley and his mum, Assistant Alison Chesterman.

X Factor star pops in shop to see mum Factor finalist Che Chesterman is just the ticket for staff at the First Essex travel shop in Chelmsford where his biggest fan works – his mum Alison. She kept quiet during his run on the top-rated show and even now leaves it to colleagues to tell customers who her famous son is. The married mum of four boys aged 19 to 27 said: “He’s the baby and we're so proud of him.

He finished third but had already been signed for the nationwide X Factor tour and the exposure means he’s got loads of gigs booked this year. We missed him while he was away on tour but he called every night. I went to see him at the 02 in London with my colleagues Nan Wallace, Sandra Barsley and Karen Bennett. “Everyone at First Essex has been so lovely and so supportive. I’m meek and not boastful so I

didn’t really talk to customers about him during the show but my colleagues used to say that’s Che Chesterman’s mum. “He’s back home now and looking forward to all the work he has this year. He’s been booked at Pontins and is still hoping to sort a recording contract so fingers crossed. “Whatever happens, X Factor has given him the platform to have a fantastic career.”

EMPLOYEES are to be recognised on a monthly basis through the newly launched Extra Mile Awards. The concept is simple – colleagues nominated in one of the five categories reflecting First’s vision and values could receive a bronze or silver certificate. Local teams would then review all silver certificate holders at the end of the year before awarding a gold certificate in each category. These winners will go through to a best of the best section and could win a diamond award at the national Excellence Awards. Nominations can come from both colleagues and customers. First Bus Managing Director Giles Fearnley said: “These new awards are a direct result of your feedback on how we celebrate great performance. I hope everyone in our business feels compelled to nominate someone they work with who has gone the extra mile.”

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Landmark StreetLite joins

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Multi-million pound investments in brand new vehicles, innovative services and reduced emissions technology are keeping First Bus ahead of the pack around the county. Here, Essex Now reports on the latest initiatives.

Regional IT Manager for Essex and Eastern Counties CHRIS POOLE shares his love of a good challenge in all walks of life, tackling the country’s highest peaks and how he plans to take to the skies in the next few years.

modern new fleet treetLite fleet number 63335 cruises the streets of Colchester – the 1,000th door forward vehicle of its type off the Wrightbus production line. The bus was one of 17 new StreetLite Micro Hybrids delivered to First Essex as part of an order for 33 year brand new vehicles which will boost the fleet this year. To mark the special occasion Wrightbus presented First Essex Managing Director Alex Jones with a Waterford crystal bowl on an engraved wooden plinth. Alex said: “We’re proud to welcome the 1,000th StreetLite bus to come off the production line at Wright’s to our Colchester bus fleet. “The StreetLite has proved to be an excellent vehicle for

S A park and ride bus with its distinctive black livery.

New park and ride service DEDICATED park and ride services now run every half an hour between Chelmer Valley and Broomfield Hospital. Funded by Essex County Council and provided by First Essex, the 10-minute journey costs £3 for adult passengers and includes unlimited travel for the day on all other Chelmsford park and ride services. Concessionary pass holders travel free after 9am. Councillor Kay Twitchen, the Essex County Council Cabinet Member for Transport, said: “The service will run for a year. Consultation after that will be dependent on usage so I would urge people to tale advantage of this unique service if they want to keep it.”

First Bus, particularly the StreetLite Micro Hybrid which we helped bring to the market. “Across the UK and here in Essex we’ve invested heavily in these vehicles which have helped position us at the forefront of the bus industry, setting new standards of fuel consumption and supporting local authority agendas to improve air quality in our towns and cities.” Ian Downie, Wrightbus Sales and Customcare Managing Director, said: “Given the success of our partnership with First Bus in bringing the StreetLite Micro Hybrid to life, it is particularly appropriate that the First Bus team has taken delivery of the 1,000th door forward StreetLite and is able to join us in marking this milestone.”

Chris Poole with his triathlon medals.

How long have you worked in the bus industry? I’ve spent the last five years working in the bus industry and four years before that in the rail industry.

The landmark StreetLite in service at Colchester. Inset, the fleet number.

Working in partnership to cut emissions

The popular X30 Aircoach service is proving a big hit with customers.

Great way to get to airports AROUND 5,000 passengers a week now use the popular First X30 Aircoach – a dedicated service to two of London’s most popular airports. Numbers have grown steadily over the past 12 years as customers take the strain off themselves while travelling to Stansted Airport and London Southend Airport

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to catch their flights. They use coaches featuring eye-catching livery, reclining leather seats, free WiFi and call at a number of stops between Chelmsford and Stansted and Chelmsford and Southend, via Rayleigh. Services run every hour, cost as little as £10 and save passengers a fortune on parking.

COLCHESTER’S air quality will be improved thanks to a partnership between First Essex and the local council, which has seen emissions-reducing technology fitted to buses. The ten upgraded EURO 3 standard buses have started operating routes in the area following a successful joint funding bid with Colchester Borough Council to the Department for Transport (DfT) to cover the cost of the work. First Essex has fitted selective catalytic reduction technology, proven to reduce vehicle emissions by over 80 per cent to these buses in their fleet. Particulate traps have also been installed to eliminate most of the harmful particulate matter emissions, along with a cooling fan to improve fuel efficiency. Going forward, emissions will be closely monitored both on the buses and through the network of air sampling diffusion tubes across the borough. In addition, all the buses

What are your hobbies and interests? Travelling and going to the gym are big hobbies of mine, as well as watching football, rugby and American football – preferably in the pub. How else do you relax? I really enjoy cooking and getting out and about on my bike, or going for a run. What did you want to be when you were growing up? Throughout my childhood I always wanted to be a pilot. I’m still planning on getting my private pilot licence in the next few years.

Which people, dead or alive, would you invite to a dinner party and why? Comedians Ricky Gervais, Micky Flanagan and Lee Evans as well as actor Rowan Atkinson and pop star Robbie Williams – because nothing beats a hilarious dinner party. What is the most challenging thing you have ever done? I’ve taken part in triathlons for the last three years for charity, which are pretty challenging. This year I’m doing the Three Peaks Challenge – I think that’ll be up there too. Best piece of advice you have ever been given? It’s the things in life you don’t do that you will regret the most.

Pictured at the launch of the emissions-reducing partnership with one of upgraded greener buses are, left to right, Essex Fleet Engineer Chris Phillips, Colchester Borough Council’s Portfolio Holder for Housing and Public Protection, Councillor Tina Bourne, and Colchester Operations Manager Steve Hartman. have been being wrapped with eye-catching livery to highlight their contribution to improved air quality and journey experience for passengers. Chris Phillips, Fleet Engineer for First Essex, said: “As part of our

commitment to improving bus provision in and around the town of Colchester, we are also committed to improving the environmental impact and air quality in the area. “The funding attained to upgrade some of our older buses with new

emission technology will not only improve our emission output on these vehicles, but also complement the recent £2 million investment that First Essex has made in bringing in 17 brand new buses in Colchester.”

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Landmark StreetLite joins

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S A park and ride bus with its distinctive black livery.

Chris Poole with his triathlon medals.

How long have you worked in the bus industry? I’ve spent the last five years working in the bus industry and four years before that in the rail industry.

The landmark StreetLite in service at Colchester. Inset, the fleet number.

Working in partnership to cut emissions

The popular X30 Aircoach service is proving a big hit with customers.

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now True story videos analyse cause of accidents FOUR drivers involved in road traffic accidents have retold their stories to help others avoid similar situations. The short films use CCTV footage to analyse what went wrong and then apply Smiths principles – rules which when applied can help drivers drive more safely and avoid collisions – to show how safer driving practice would have helped in each scenario.

The campaign reinforces the five Smiths principles of Aim High ® In Steering, Get The Big Picture ®, Keep Your Eyes Moving ®, Leave Yourself An Out ® and Make Sure They See You ®, which are known to reduce accidents when kept at the front of drivers’ minds. ● Look out for the videos on betterjourneysforlife.com and on leaflets and screens around the depots.

Simple, smart and seamless plan for future VERYONE at First Bus is being urged to place a new focus on customer service to build a more successful future for all. Research is underway to help the company understand customers’ changing expectations of public transport and develop services which fit. At the heart of the drive is the plan to make everything the company does to look after its customers simple, smart and seamless. Discussions with customers, employees and even people who don’t use the bus has shown a clear need for improved information, easier access, more reliable services and a better customer experience all round. First Bus Commercial Director Mark Powles said better use of technology and more relevant information would help customers integrate bus transport into bigger journeys, which might start

and finish by bike, on foot or in a taxi. And he said everyone had a role to play in building customers’ trust of services, vehicles and staff to push bus travel up their list of priorities. Mark said: “Feedback from the research will be shared with colleagues in April and we will use it to prioritise action to create a better customer experience.” He said everything from providing better technology and information to cleaner buses and giving a friendly smile and welcome to the bus would make a difference in making sure more customers choose the bus as part of their journey. Moves are already underway to achieve this. Two existing apps, for mticketing and journey information, will be relaunched later this year in a new, improved single app. A huge investment in new

Travel Shop Assistant Vanessa Cooke helps customers Susan Tatton, centre, and Ann Newton, at the travel shop in Stoke-on-Trent bus station. vehicles will continue this year, with more double deckers being introduced on key routes. And work has started on developing smart, modern new uniforms, with employees being consulted on design and practicality. Mark said: “I see huge opportunities to be more customer focused, to improve customer numbers and revenues, and this drives the profit we need to continue to invest in First Bus and its employees.”

Bring the page to life with our exciting mobile app

Download our free First Bus AR app from the app store.

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Scan the photo or logo where you see the ‘Scan Here’ marker.

When the video starts, double-tap your screen for full screen view.

Nominate now for Awards 2016 HUNDREDS of nominations have already been received for this year’s First Bus excellence awards. The awards will recognise outstanding achievement where First Bus people have excelled over the last year, gone above and beyond and done a fantastic job. Any employee can nominate colleagues for an award across 15 categories. To nominate visit firstgroup.com/excellence awards, pick a category; nominate a colleague or a team; write a few words about why they should win; and click submit. For each nomination received, First Bus will donate £5 to Prostate Cancer UK. In the last year First Group has donated over £350,000 to its Charity of Choice.

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Pat clocks up

53 years NSPIRATIONAL Driver Pat Young has notched up more than half a century working on the buses and has now received a long service award for his dedication. He started at Basildon as a conductor in 1963 at the age of 19, before training as a driver as soon as he turned 21 – the minimum age required to begin a career behind the wheel at the time. Pat then got the chance to drive coaches for First-owned bus company Tilling, which saw him take trips to Switzerland, Monte Carlo, the Rhine Valley and the former Yugoslavia, before transferring to Chelmsford in 1987. Having worked as a driver at the depot ever since, Pat has seen significant changes to the

Then

buses and routes as well as the way First operates, and has fond memories of the simpler, technology-free times. He said: “I’ve seen so many changes and had some great experiences over the years and I must admit, I do sometimes miss the good old days where everything was written down and a bit more simple. “My most memorable experience on the roads would have to be back in my coach Pat Young is driving days, when I had the congratulated on his chance to drive a 13-day 53 years’ service by tour around Cannes, Nice his Driver colleagues and Monte Carlo. Dan Wheeler, left, “For some people it’s just and Samuel a job but working at First has Davidian. been my life – there’s always been a great group of colleagues who have got on really well and I know they’re friends for life.”

& Now

THEN and Now is a new column featuring photographs produced by First Bus graphic designer Sam Camfield of well know First Essex landmarks as they once were and how they are now. Sam’s first image, above, cleverly combines a picture of Chelmsford Bus Station from 1955 with a photograph he took of the site as it is now.

The former First Essex employee, who still lives in the county, said: “I had the idea after see some images the BBC produced for its website of London landmarks then and now. “I can’t remember where I sourced the picture of Chelmsford but the tricky bit was getting my photograph right so I could mix the two. “I had to wait for the right

Updated site is better for customers

moment. Then I got to work on my computer and the picture turned out really well.” ■ If Sam’s work inspires you, why not send us any old pictures you have of First Essex or Essex bus services back in the day. Send your images to First Essex Marketing Manager Adam Keeble, First Essex, Westway, Chelmsford, CM1 3AR.

A fresh-looking, updated First Essex website is making customers’ online experiences simpler and quicker while giving them access to a host of new services. The Real Time Information (RTI) tool can now be accessed via the website, allowing customers to track how far the bus is from their stop. Updates also include a new design, faster loading times and the ability to purchase E-tickets online, as well as improved access on mobile phones. First Essex Marketing Manager Adam Keeble said: “With the new updates we aim to have a better user experience for the customer from the moment they enter the site. “The RTI tool is a massive step in improving customer perception of buses. This is something customers have asked for, so we’re really pleased that we’re now able to deliver it.”

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Fancy dress fundraiser FANCY dress wearing drivers at Colchester and Clacton raised a fantastic £1,000 for St Helena Hospice. They collected spare change from customers over two weeks before presenting a cheque to fundraiser Paul Draper at the hospice based in Colchester. He said: “We are so proud to continue to work with First who support our charity annually in this very special way. They have now raised £11,000 in ten years. “The money enables us to continue to provide excellent care for adults in North Essex with life limiting illnesses and also provide bereavement support for their loved ones.”

Learning at work week David Snell unfolds his bike and Mark Apps dons his boxing gloves.

Duo keep fit with

bike ‘n’ boxing NOCKOUT Chelmsford employees David Snell and Mark Apps are happy to try something different when it comes to staying fit – one turned his hands to white collar boxing and the other rides a fold up bike. Driving Instructor David is a lifelong cyclist with three bikes at home, the newest of which is a Brompton fold-up that he bought through the First Essex Cycle To Work scheme about 18 months ago. The 51-year-old, who has been with the company for 26 years, said: “I sometimes ride to work but since I live about 28 miles from Chelmsford I drive first and

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then park up about five miles away before unfolding the Brompton. “It’s really easy to use and then fold up. I’m only a casual cyclist but I’m a member of the London Brompton Club and have taken part in a night ride around the capital. We met up in Trafalgar Square at midnight and finished at Covent Garden for breakfast at 6.30am.” His colleague Driver Mark Apps usually keeps fit playing football but ended up getting into the ring for charity. He said: “I got roped in when a friend pulled out of the white collar boxing night at the Evoke

nightclub in Chelmsford and asked if I fancied it. I’d never boxed before but thought I’d give it a go and trained twice a week. “The fight on the night was tough. My opponent came out like he wanted a street fight and battered me left and right – the bout was all over in about a minute and half. “The ref intervened saying I had taken too much punishment. I lost but I still got a few punches in. I was sore but I would do it all again. “I ended up raising £400 for Chelmsford For Good Causes which includes matched funding from First.”

COLLEAGUES are being urged to try their hand at anything from basic maths to IT skills or a language to SCUBA diving to celebrate National Learning at Work Week. Tremendous opportunities are available at the Lifelong Learning Centres in most depots, but courses can also be accessed on smartphones and tablets, wherever there is an internet connection. Information will be posted on betterjourneysforlife.com in the run up to the special week from May 16-22.

Pushchairs guidance MORE than two pushchairs are now permitted aboard StreetDeck vehicles as long as there is space and it is safe to do so. First Bus Head of Policy John Birtwistle put the new guidance in place to clear up confusion and because StreetDecks do have more buggy space. The existing policy for pushchairs on all other vehicle types remains in place – a maximum of two only are permitted. The wheelchair policy remains the same – only one per bus.