High 5 Spring 2016 by i•creation

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Spring 2016

A copy of High 5 has been printed for

EVERY EMPLOYEE Please take your copy to keep.

The magazine for First people across Norfolk and Suffolk

INNOVATIVE PROVESA

winner PAGE SEVEN

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Safety Week initiative to be rolled out to all depots By Business Director

Steve Wickers

WELCOME to the Spring issue of High 5, the staff magazine for First Eastern Counties. Firstly, could I extend my condolences on the sad loss of Driver and colleague Noel Clarke, a popular character at the Great Yarmouth depot. Our thoughts are with his family and friends. Well done to Mark Lloyd and Michael Rutty for their time to raise money for great causes. The first Safety Week was launched in Great Yarmouth with many events planned to encourage safety conversations between staff. This proved to be a valuable initiative which will be rolled out at all depots shortly. This issue of High 5 features the training team, passionate and dedicated individuals, delivering bespoke techniques to improve the overall experience to customers. The new-look training regime ensures new recruits get plenty of time behind the wheel and gives a high priority to customer service. The much awaited Norwich Travel centre is now open for business with advisors and media screens providing customers with information on services including real time and ticketing. Depot DriveGreen scores continue to improve and congratulations to all drivers achieving elite status, a fantastic achievement. Get your nominations submitted to the Excellence and Extra mile awards. This is an opportunity for you to put forward a colleague who has “excelled” on behalf of the company. Please keep sending details of your hobbies, interests and achievements for the next issue.

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Centre offers great one-to-one service HE travel centre on Castle Meadow in Norwich is now open and providing “personalised information” to customers on a one-to-one basis. Staffed by a team of experienced advisors the centre provides people with accurate and up-to-the-minute travelling details. The new facility, which is on the ground floor of Davey House, First Eastern Counties’ headquarters, is ideally situated in the heart of the city centre adjacent to the bus interchange. The travel advisors are on hand to discuss the best ticket

options available. They also offer “walk through” sessions showing people how to make the best use of the company’s free smartphone apps. The full range of period and multi-journey tickets can be purchased at the centre, which also acts as a lost property hub. Business Director Steve Wickers said: “This new facility is the second phase in our development plan for the First Eastern Counties bus network in providing a better all-round service for our existing and new customers. “It will provide a better and

more personal face-to-face service for people wanting information and also give us an opportunity to discuss openly with our customers their thoughts on the services and products we provide.” ● Visitors to the Travel Centre get the chance to appreciate one of the dragon sculptures which was featured in last year’s GoGo Dragon event round Norwich. First Eastern Counties sponsored one of the exhibits on the trail for charity and purchased another when they were auctioned off afterwards for charity.

SERVICE WITH A SMILE: at the new city centre travel centre are Manager Matthew Saunders and Travel Advisors Stacey Burnett, left, and Stacey Tysoe. Also pictured is the dragon sculpture which was featured in the Go Go Dragon event and afterwards bought by First at auction.

New awards for going the extra mile 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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More gain elite status THIRTEEN Ipswich Drivers have achieved Fleet Elite status in the latest results released by GreenRoad. The best of the best achieved gold pins for displaying sustained excellence in their driving and safety three years in a row. They are Lawrence Baker, Barry Brooks, Paul Riches and Roman Ganski. Silver pins for brilliance over two years went to Mohammed Behnam Nia, Ian Masters and Stuart Brown. The six drivers recognised by GreenRoad for the first time with bronze pins were Paul Speak, Tracey Maskell, Edmund Nicholls, Donald McGuire, Tom Parker and Zoltan Jankovics. Assistant Operations Manager Stephen Fountain said: “We are very proud with the achievement of our drivers who have achieved Fleet Elite status.” The Ipswich accolades were among a total of 15 Gold, four Silver and nine Bronze Fleet Elite successes achieved recently across First Eastern Counties.

Driver Mark Lloyd with his fundraising banner outside Norwich Castle where he completed a sponsored abseil.

Castle abseil in

wife’s memory REAT Yarmouth Driver Mark Lloyd has just raised thousands of pounds for charity in honour of his wife Tania who lost her battle with kidney cancer last October. The 49-year-old was joined in Team Tania by his grown-up daughters Maya Lloyd and Kayleigh Odat as well as friends Mark Hudson and Samantha Ray for a 70 feet abseil down the walls of Norwich Castle. They started their descent at 11.15am on Saturday March 19 – exactly a year to the minute since Tania found out her cancer had returned and was terminal.

Mark, a First driver for 11 years, said: “I’d wanted to raise a bit of money for cancer research after Tania died and joined in with this abseil after it was flagged up on Facebook. “I’d done an abseil before about 20 years ago so I was excited at the prospect of doing another one to raise money for Cancer Research. “It went really well and all according to plan. We raised £1,155 on the day with Barclays Bank pledging a further £1,000 and First coming with £200 – so that’s fantastic. “Emotionally I haven’t dealt with Tania’s passing. I’ve been too busy

with practicalities – especially since I’m now a single parent to our son Jenson who is 11 and severely autistic. “Tania was a very lively, bubbly and colourful woman who was my soul mate and better half of me for a wonderful 25 years. “Nothing I can do will bring her back but if we can prevent other people going through the agony we have as a family by raising money in her memory then something good will have come of her death.” ■ People can still donate by going to justgiving.com/marklloyd20

PAWS for thought A campaign has been run across the entire network to ensure safety when buses pull away from stops. The PAWS initiative (Pull Away When Safe) encourages drivers to make sure that passengers are seated or in safe positions, holding on, before they move forward. Drivers have attended briefings in depot canteens outlining the necessity of using their mirrors to check everybody is safe. At the same time, Safety, Environment and Facilities Manager Chris Speed has attended forums at Norfolk County Council to help promote the “safe travelling” message to the public. He has met councillors and the heads of bus user groups to discuss the importance of passengers making themselves secure before the bus sets off.

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Retirement surprise for broadcaster

Villages set to gain vital link A new direct bus service is set to bring two villages, Poringland and Framingham Earl, into the wider Norwich network. From April 4, Service 40 from Poringland to Norwich city centre provides buses running throughout the day from Monday to Saturday on a frequent basis. Two dedicated buses with leather seats and free WiFi will run every 30 minutes on the route which will be designated as the Charcoal Line within the established colour-coded city network. At present not served by First Eastern Counties, the villages will gain an important link to popular destinations such as the University of East Anglia, Norfolk & Norwich University Hospital and Norwich railway station.

Driver Trainer Peter Snowling explains the issues surrounding blind spots on the road.

Tour fundraiser for hospices A festive bus tour of Norwich organised by First Eastern Counties raised £2,200 for East Anglia Children’s Hospices (EACH). Back in December shoppers and visitors were given a free boarding pass to a festive bus tour in a vehicle christened Routemaster Rudolph. The bus was equipped with collecting boxes and buckets, raising money for EACH’s nook appeal towards a new hospice at Framingham Earl. A cheque presentation was made to staff and volunteers near the site of the proposed new facility.

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Driver Trainer Dean Pomeroy, left, and Recruitment and Training Manager Graham Williams discuss the new training programme.

Training puts emphasis on

Depot bench in memory of Noel A collection was held at Great Yarmouth depot for a memorial bench to commemorate Driver Noel Clarke, who passed away after a short illness. Noel, 62, had worked on the buses since 2004 and he was a much-valued friend and colleague. The bench was positioned alongside the depot and officially dedicated at an event attended by numerous drivers on their rest days and Noel’s wife Carol. Staff Manager Danny Beales gave a speech after which those present enjoyed food laid on thanks to donations from Anthony Gartlan of Unite and Michael Fitzsimmons, Canteen Manager.

Driver Adam Gallant with one of the training buses.

customer service new training centre is leading the way as First Eastern Counties adopts a fresh approach to driver recruitment with the emphasis on customer service. A 2:1 driver-trainer ratio and a 15-day course incorporating customer service training are key aspects of the revitalised training regime at the centre at the offices on Lansdowne Road. Under the new system the amount of time a driver spends behind the wheel has increased by 30 per cent. “The new programme complements a change in our driver recruitment strategy,” said Recruitment and Training Manager Graham Williams. “We want to place a greater emphasis on attracting people with a positive attitude and a background in and/or passion for customer service. “At the training centre we want to help support and develop them into ambassadors responsible for their part in delivering Better Journeys for Life.”

Driver Jamie Matthews practices reversing using mirrors.

Customer Service Advisor Rachael Britcher and Recruitment and Training Manager Graham Williams pictured with a Vix machine in the ticket training room.

The training centre has a comfortable waiting area for people arriving to have their pre-employment assessments, one large classroom for the main training and one smaller classroom. There is also a room for ticket training and a secure area for Theory Tests. Trainee drivers are instructed on three training vehicles – one coach and two buses. Graham heads up the training team comprising Delegated Examiner Phil Smith and four Driver Trainers – Steve Rawlings, Dean Pomeroy, Peter Snowling and John Hare. Safe driving techniques are paramount so drivers perfect their ability to manoeuvre a bus on “skill stations” in the depot before going out on the road. New drivers undergo the Smith System Advanced Safe Driving course and better learn how to manage security and conflict issues. As the trainees move forward towards achieving their qualifications they learn health and safety guidelines and are given progressive on-road training. Graham said: “The main aim is to provide our professional drivers with first-class training and

Examiner Phil Smith, right, presents a practical driving test pass certificate to newly qualified Driver Grant Blackwell.

continual professional development, to enhance and maintain their ability to operate buses safely in today’s ever-changing society.” Drivers continue to undergo specific training to ensure they are aware of how to support wheelchair-users and they study modules showing drivers how to

identify and help customers with sight loss or who may be suffering from dementia. So far seven trainee new starters have been through the new training programme and all are now driving in service. Eight new drivers who already held a licence successfully sat the New Driver Training Programme 7 again.

A surprise present given to a BBC Radio Norfolk broadcaster resulted in valuable publicity for First Eastern Counties. Tea-time presenter Matthew Gudgin is a lifelong bus enthusiast so producer Andrew Turner arranged a visit to Great Yarmouth depot for him. He was picked up in a Routemaster vehicle and believed he was being taken on a tour of the seaside town – before it turned into the bus garage. Then he was given a short course by Recruitment and Training Manager Graham Williams before being allowed to get behind the wheel and drive a bus round the inside of the depot. “We work very closely with BBC Radio Norfolk and we were glad to help them arrange the surprise,” said General Manager Chris Speed. The presenter was delighted with the outcome – and we were very pleased with the half-hour radio spot that resulted.”

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.

Table tennis A new sporting craze has got underway at Great Yarmouth depot with the acquisition of table tennis equipment. “The table is proving really popular in the games room and there’s even talk of holding a tournament before long,” said Driver Valter Silva.

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Retirement surprise for broadcaster

Driver Trainer Peter Snowling explains the issues surrounding blind spots on the road.

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Driver Trainer Dean Pomeroy, left, and Recruitment and Training Manager Graham Williams discuss the new training programme.

Training puts emphasis on

Driver Adam Gallant with one of the training buses.

Driver Jamie Matthews practices reversing using mirrors.

Customer Service Advisor Rachael Britcher and Recruitment and Training Manager Graham Williams pictured with a Vix machine in the ticket training room.

Examiner Phil Smith, right, presents a practical driving test pass certificate to newly qualified Driver Grant Blackwell.

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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.”

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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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Action to improve safety at depot health and safety week held at Great Yarmouth depot has already resulted in practical improvements. During a walk-round it was noticed that the safety walkways needed renewing – and they are now being repainted. A series of safety events were held in the canteen during the week with talks being given on various themes. Discussions were held emphasising the value of the text messages which can be sent via the Vix ticketing system. Depot controllers are able to send through details of road closures and other issues which drivers can pick up when stationary, enabling them to have smoother and safer onward journeys. A special notice board was set up showcasing the key points of the Smith Advanced driving system and with posters in the style of film flyers showing drivers “starring” in safety roles.

Driver Danny Gray with one of the attention grabbing safety posters in the style of a film flyer. The cover photo features Staff Manager Danny Beales by the special notice board set up during the health and safety week.

Visitors from other depots joined in with the safety week and there are plans to extend the idea around the network. “We are planning to hold safety weeks at each depot twice a year,” said Chris Speed, General Manager for Great Yarmouth and Lowestoft and Safety, Environment and Facilities Manager for First Eastern Counties. “We want everyone to be involved in having safety conversations and to realise that real change is happening as a result of constructive discussions.”

Staff to trial new uniforms BRAND-NEW uniforms are being trialled at Norwich depot with the hope of increasing comfort and practicality for employees while providing a revamped, modern twist. The depot has been randomly selected alongside a range of others across the First UK Bus operations to take part in the three-month trial. A total of six employees, including a travel shop assistant, traffic controller, employee director and three drivers, will have the chance to wear the potential new uniforms. They will then review them based on criteria including overall appearance, wear and tear, practicality and stain removal as well as comfort and ease of care. The uniforms will be

mTicket sales keep rising FIRST Eastern Counties’ mTicketing initiative is proving a great success with customers. Since the launch last October sales have shown a month-on-month average increase of 70 per cent. The mTickets are accessible via the FirstBus mTickets App which can be downloaded on to smartphones from App stores. The mTicketing facility, which allows passengers to show their moving image tickets to drivers on their phones as they board, is set to be popularised at certain schools and colleges in the First Eastern Counties area through a marketing campaign.

Learning on the internet Norwich Driver Matt Edwards is measured up for one of the new uniforms by Duty Controller Simon Golder. delivered in early May and, if feedback is positive, they could be rolled out to all OpCos at the start of 2017. Assistant Operations Manager Lee Howes said: “All six of the staff who’ll be doing the trial have had their measurements taken and are pleased to have been selected and are looking forward to trying on their new attire.

“We’re hoping that the uniforms will be a bit more practical and comfortable and will have a modern, regenerated feel about them, but we won’t have any idea exactly what they’ll be like until they’re delivered. “The uniforms have stayed the same for quite a few years now so it’ll be fantastic to see something fresh and different.”

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. First Bus wants to hear from colleagues who have studied at work or in their own time to find the stars of Learning at Work Week.

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Classic car show to say thank you

Driver Michael Rutty with five-year-old Oliver Whittington. Below, Michael shakes hands with Oliver’s dad Tom.

GARRY Smith is arranging another classic car Show and family fun day as a thank you to Great Ormond Street Hospital for Children. The Lowestoft Vehicle Inspector is showing his appreciation for the way doctors saved his two-year-old granddaughter Isabella May’s life with three heart operations. Garry will show his own cars, a Lotus Elise and a Lotus Elan M100, at the show which will take place on Corton Playing Field on May 22. Other First Eastern Counties drivers and engineers will show their classic cars at the event. The aim is to duplicate the success of last year’s show which raised £2,300 plus a donation of £200 from First. Anyone wishing to take part or donate should contact Garry on 07719 154575.

Even better ticket value

Driver’s skydive to

fund operation ICHAEL Rutty is doing a skydive to help a young boy with cerebral palsy – and he is reviving an old acquaintance in the process. The Lowestoft Driver decided to join the fundraising drive for local five-year-old Oliver Whittington after reading about his plight. On contacting the appeal he realised that Oliver’s father Tom used to work for him when he ran a hotel 15 years ago! “It’s an amazing coincidence,” said Michael. “Helping Oliver has put me back in touch with Tom.” Oliver, from Oulton Broad near Lowestoft, was born 12 weeks premature and then spent a further eight weeks in a neonatal unit at James Paget

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University Hospital. Although he attends a mainstream school his cerebral palsy means he is unable to walk and support himself without aid. “I will be taking part with 36 others in a tandem skydive at Ellough Airfield near Beccles to help raise money so that Oliver can have 18 months of specialist physio following a vital operation at Great Ormond Street Hospital for Children,” said Michael, who has already raised £851. “The operation will enable him to walk and support himself one day without a walking aid. “This wonderful young man has so far stunned doctors with his remarkable progress – support could change his life forever.”

A value-for-money promotion has been launched giving customers an even better offer on their FirstTenner tickets. The offer – on mTicketing purchases – means people can buy a 12 journeys ticket for the price of 10, allowing them to travel whenever and wherever they want on the network over the next 28 days. The code needed to access the offer is being featured in newspapers in the Archant group. An offer run during winter weekends in January and early February on YarLow High 5 tickets was a great success, allowing customers travelling in groups of five to buy them at half price.

Have you got news for us? IF you have a news item to flag up or ideas to shape future content of High 5 please contact Marketing Manager David Jordan on 01603 215301 or email david.jordan@firstgroup.com