eXchange Winter 2017 by i•creation

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The magazine for First people in the Midlands

Winter 2017

Wayne overcomes lifelong phobia PAGE THREE

Get set for crucial

survey PAGE FOUR

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Employees rise to the challenge of change By First Midlands Managing Director

Nigel Eggleton RISING to a challenge is something we are very good at in First Midlands and that was certainly illustrated during the last 12 months. So, I’d like to thank all colleagues for their hard work in dealing with major changes to our OpCo during this period and in keeping disruption for customers to a minimum. Many of these changes have been successes – such as the opening of the new bus station in Leicester. In Worcester, employees have been commended for the way they rallied around to cover rail replacement services in the area and how they have welcomed and integrated new colleagues at the now fully-staffed depot. As a company we are also taking major strides to deal with the ongoing challenge of traffic congestion. We have been working very closely with local authorities across the Midlands, helping highlight hotspots and suggesting solutions. For example, we have had a say about road improvement measures which are proposed at the entrance way to Stoke Station, which we believe will help significantly in keeping our buses moving. I would also like to remind everyone that the next Your Voice Survey is due soon and I urge you all to take the time to get involved (see page four). Your responses help shape our company and makes it a better place to work, which in turn helps us provide better services for customers. This magazine is full of examples of your suggestions making a real difference.

WINTER 2017

Serving up tasty ideas at PICNIC OLLEAGUES’ Ideas have helped depot teams around the Midlands boost safety by crunching the issues and coming up with solutions. PICNIC meetings – which stands for Positive, Immediate, Certain and Negative, Immediate, Certain – literally tease apart any issues affecting safety in a workplace and come up with ideas to fix them, have been held across the OpCo. At Adderley Green walkway barriers have been put in place to prevent people from taking a short cut across areas where vehicles are moving. And at the notoriously dark Crowngate Bus Station in Driver Worcester bankspeople have Trainer Jason been given airport style light Tilsley pictured batons so drivers can see by the new safety their signals. Introduction of rails at Adderley the light-up technology has Green. literally shone the spotlight on the role of the banksperson and their importance. PICNIC sessions and discussing Meanwhile, in Leicester, safety issues has reinvigorated automatic gates across the interest in changing behaviour to entrance to the depot are take responsibility for safety at stopping traffic visiting a local work.” supermarket from using the A live PICNIC visit to depot entrance to turn around. Newcastle-under-Lyme bus Midlands Be Safe Champion station identified a number of Diane Cliffe said: “Some great issues which are being ideas have come out of the

addressed, including stopping passengers from walking across vehicle movement areas, stand allocation and working with other operators to make sure their drivers understood bankspersons’ signals.

New buses named after city heroes TWO new heritage buses have been named after heroic former employees. The First Potteries double deckers – which have been painted in eye-catching historic colours – honour Timothy Trow and Sergeant Ernest Egerton VC. Sergeant Egerton was a First World War hero from Stoke-on-Trent who won the Victoria Cross for capturing a machine gun nest single-handedly at Passchendaele Ridge in 1917. He later worked as a bus inspector. Timothy Trow was a tram conductor who died trying to save the life of a child. On April 13, 1894, he jumped into a canal at Stoke to rescue three-year-old Jane Ridgway. The 21-year-old died in the rescue attempt, but Jane was saved. Managing Director Nigel Eggleton said: “We wanted to name our new buses after two notable local people. After much discussion, we decided on Ernest Egerton and Timothy Trow. To earn the Victoria Cross is very special, while Timothy Trow gave his life trying to save a child.” The two vehicles were first unveiled at the first ever open day to be held at the Adderley Green

The heritage bus in PMT livery which was named after local hero Ernest Egerton. Depot and they have now gone into service in the city. The distinctive liveries represent the colours of PMT (Potteries Motor Traction) – a predecessor company to First Bus in the Potteries.

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Simon is in tune with colleagues FORMER military musician Simon Chadfield, pictured, has proven he is in tune with colleagues after being voted in as Employee Director for the Midlands. The Potteries-based Driver and Relief Controller said he was surprised and humbled after he was chosen for the three-year post – despite stiff competition. Simon believes communication is the key to an effective company and has made it is mission to speak to as many co-workers as possible. He said: “My primary aim is to engage with as many people as possible and that

means that my first priority was to set up surgeries in Leicester, Potteries and Worcester. Every Friday of every month I am at one of the depots and ask people to point out areas of improvement, concern or where things have gone well – I then feed this back and it helps shapes improvements.” The 45-year-old joined First in 2011 but before that he spent 23 years as a musician in regimental military bands. He toured the world, taking in 38 countries such as Japan, Canada and Iraq. Contact him by calling 07794 918453 or email sejchad@hotmail.com

Face-to-face engagement NFORMAL Meet and Greet sessions have been rolled out across First Midlands after employees asked for better engagement with managers. The sessions see Managing Director Nigel Eggleton and his senior team hold regular forums with frontline employees in their depots. During these sessions the latest plans for the company are conveyed along with an explanation of what these projects, initiatives and investments mean for staff. There is also a chance for people to ask no-holds-barred questions… and get straight answers in return. The Meet and Greet session evolved out of the findings of the previous two Have Your Say consultations. Managing Director

Nigel Eggleton said: “One of the main responses we received was for more and better engagement with senior managers. “These very informal sessions give everyone the chance to speak to me and the general manager directly and air their views in an open and honest way. “We want as many people to come forward and attend them as possible – and it means a lot to us to hear the views of everyone.” A whole raft of initiatives have been adopted as a result of the previous consultations, including technological improvements and new safety measures.

Worcester General Manager Sarah East, right, talks with Driver Lesley Wilson at an informal Meet and Greet session at the Crowngate bus station offices.

Close encounter of the scaly kind

Slightly apprehensive Wayne Croxton gets to grips with a python.

LIFELONG Learning Rep Wayne Croxton got up close and personal with a pair of pythons… to help him overcome his fear of snakes. The scaly encounter came courtesy of Wayne’s colleague and Potteries Driver Lee Bowditch, who keeps several of the reptiles at home along with other exotic creatures such as scorpions. In return, Lee was challenged by Wayne to ride two rollercoasters – to help him overcome his dislike of the exhilarating theme park rides. Wayne said: “We decided the best way to handle our respective fears was to get very close to the heart of our phobias.

“I have always been scared of snakes – to be honest I would have run a mile when I was a youngster – and Lee really does not like the idea of rollercoasters. “The snakes Lee made me handle were huge and terrifying pythons – I kept very still as they tried to crawl all over me. I was glad when it was all over.” A few weeks later Lee met his nemesis when he visited Drayton Manor theme park in Staffordshire and rode on two of the biggest rides. Wayne added: “I videoed the whole thing and Lee screamed at the top of his lungs. The whole challenge seems to have done us some good though as it made us grab our fears by the scruff of the neck.”

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Investing in drivers to boost

Technology and people are key to great services

customer service D

By GILES FEARNLEY, Managing Director, First Bus

SCAN GRAPHIC

NEW technology and a TO SEE VIDEO commitment to provide the very best bus services will be the cornerstone of 2017. New ticket machines, contactless payment and an exciting new app will all enable us a step change in the customer experience. But our people are vital in providing punctual, reliable services, which is also so vital to growing passenger numbers. I urge everyone to play their part. Much was achieved in 2016 despite very challenging conditions around the economy, congestion and low fuel prices which encourage some people to use their car. Manchester’s Vantage guided busway, which has seen passenger numbers increase by over 75 per cent in eight months, and the Leeds Partnership, a £180 million strategy to double customer numbers over 10 years, are excellent examples of us working successfully with local authorities. This is so crucial in unlocking the full potential of our bus services. I’m so pleased too that last year we saw continued investment in new vehicles. Most important of all is that so much of what we have done in 2016 has really benefitted our customers. We still, however, face the same challenges going into 2017, so everyone must focus on enabling us to make great strides in punctuality and reliability. This will be the year when we transform the technology we offer. But while technology

Complete it online from February 6!

www.yourvoice survey.com

“”

Password: BUS2017 is vital, people doing their jobs well is most important to deliver great bus services. I would urge all colleagues to complete the Your Voice survey in February to help improve our business this year. The 2015 survey has led to many local initiatives, but also to nationwide improvements like BeSafe and the Excellence Awards, projects on staff development, wellbeing and uniforms.

Most important of all is that so much of what we have done has really benefitted our customers.

We will continue to react to our local marketplaces to make sure we have strong foundations to operate successfully in our towns and cities. I know I can rely on all colleagues to meet these challenges, deliver great services and a successful 2017.

with the First Bus and First Scotland AR apps Download the First AR app or the First Scotland AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon. SCAN PHOTO

TO SEE VIDEO

WINTER 2017

■ New, informal job chats for drivers with their managers, based on what drivers want to talk about. The emphasis will be on responding to issues raised and making sure they feel heard and valued. ■ Allocating drivers to fixed routes to increase team spirit and ownership of route performance. Having regular drivers on a route also helps them build relationships with their customers. Other colleagues are included in the initiative. A special ‘Journey Makers’ training programme is being designed and will also be piloted in Bristol and York to help everyone (including non-driving colleagues) understand what customers need and and how everyone has a responsibility to do their bit to deliver the best customer service. Drivers are out on the roads every day, dealing with customers, and everyone can help make it easier for them to provide great service. The Journey Makers programme will be rolled out across all OpCos from April. Mel Rees, Interim Head of Customer Experience, said: “There’s no doubt driving buses is a difficult job, and it’s easy for our drivers to feel isolated. So we will be working hard to make sure

Informal job chats are part of supporting drivers in doing their jobs. Southampton Supervisor Jimi Kazi, left, talks with Driver Robbie Symms over a cuppa in the Empress Road depot canteen. colleagues understand the pressures they are under and how to support them. “I want our drivers to feel they have an army of people behind them when they go out on the road – so we will be working with all teams who can have an impact on this, from engineers to staff managers and radio operators, so we all become Journey Makers for our customers.”

Drivers are supported by colleagues in many ways. Here Aberdeen Incident Investigator Steve Gordon uses a model to help drivers avoid tailswing.

EXPERIENCE MORE... By downloading either of these two FREE apps on to your smartphone or tablet (iOS or Android) you can bring photographs in this magazine to life using the power of the augmented reality (AR) technology. To access the bonus video content with an innovative twist, simply follow the three easy steps:

RIVERS are at the heart of an exciting initiative to improve customers’ experience and attract more people to travel with First Bus. Significant pressures are faced by drivers every day, so the company has launched pilot initiatives in Bristol and York aimed at improving their experience and making them feel better supported. All of this will contribute to the company’s commitment to maintain and grow the business by addressing three key “pain points” experienced by customers. Research identified these as a lack of belief in the reliability of services; complexity in understanding ticketing; fares; payments and routes; and a lack of customer relationship. The principle is that by providing more support for drivers and making it easier to do their job, customer service will naturally improve. Moves are also underway to improve communications and technology to address the three “pain points”. Some of the changes proposed to improve the way drivers feel about their work are simple but should have a significant impact. These include: ■ Improving canteens to provide a better rest environment.

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

Hi-tech makes bus less fuss A huge advertising campaign has been launched to show customers how First Bus’s technology makes it easier to use the bus. It promotes the mTickets app, travel app, website and free WiFi on buses as tech that makes the bus less fuss. A video ad shows how a new animated character, called Ben, even gets an extra 10 minutes in bed by using tech to catch his bus. Around 35 million adverts will go out in the four month online and social media campaign. The ads all show the reasons why people don’t use the bus and counter this with a positive reason why they can, using the latest tech. Marketing Projects Manager Judy Giles said: “By encouraging the use of the tech there’s less fuss on the bus. Boarding is quicker, there’s not so much cash to handle, fewer change vouchers and it’s easier to check to counterfeit notes and tickets.” The video featuring Ben can be viewed at bit.do/getthebus withlessfuss

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Investing in drivers to boost

Technology and people are key to great services

customer service D

By GILES FEARNLEY, Managing Director, First Bus

SCAN GRAPHIC

NEW technology and a TO SEE VIDEO commitment to provide the very best bus services will be the cornerstone of 2017. New ticket machines, contactless payment and an exciting new app will all enable us a step change in the customer experience. But our people are vital in providing punctual, reliable services, which is also so vital to growing passenger numbers. I urge everyone to play their part. Much was achieved in 2016 despite very challenging conditions around the economy, congestion and low fuel prices which encourage some people to use their car. Manchester’s Vantage guided busway, which has seen passenger numbers increase by over 75 per cent in eight months, and the Leeds Partnership, a £180 million strategy to double customer numbers over ten years, are excellent examples of us working successfully with local authorities. This is so crucial in unlocking the full potential of our bus services. I’m so pleased too that last year we saw continued investment in new vehicles. Most important of all is that so much of what we have done in 2016 has really benefitted our customers. We still however face the same challenges going into 2017, so everyone must focus on enabling us to make great strides in punctuality and reliability. This will be the year when we transform the technology we offer. But while technology

Complete it online from February 6!

www.yourvoice survey.com

“”

Most important of all is that so much of what we have done has really benefitted our customers.

We will continue to react to our local marketplaces to make sure we have strong foundation to operate successfully in our towns and cities. I know I can rely on all colleagues to meet these challenges, deliver great services and a successful 2017.

with the First Bus and First Scotland AR apps Download the First AR app or the First Scotland AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon. SCAN PHOTO

TO SEE VIDEO

WINTER 2017

Drivers are supported by colleagues in many ways. Here Aberdeen Incident Investigator Steve Gordon uses a model to help drivers avoid tailswing.

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

WINTER 2017

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THUMBS UP ON SAFETY: Swansea Operations Manager Mark Jacobs, left, has a Touchpoint conversation with Driver Brian Gorvett at the city’s bus station.

New mobile app will help drive more customers to mTickets FIRST Bus is set to launch a new mobile app bringing together its journey planning and mTicketing and significantly improving customer experience. The new app, which is on schedule to be trialled and launched between March and July this year, will offer a Google Maps-based journey planning and vehicle tracking service – complete with places of interest – with an option to buy tickets always on offer. The aim is to drive more and more customers to the mTicketing platform, which is already saving hundreds of hours a week in boarding time across the UK and makes operating the bus much more straightforward for the driver. First Bus Retail Development Director James Timperley said: “mTicketing significantly reduces boarding time and the amount of cash onboard a bus, so it improves journey times and makes life easier for drivers. “We are achieving revenues of £1 million a week through mTicketing and in some areas it accounts for 20 per cent of all ticketing sales. We expect the new app to significantly increase these numbers.”

Confidential support FREE 24-hour confidential advice and support is available to all First Bus colleagues through the company’s Employee Assistance Programme. Anyone with a problem at home or work can contact the team by calling freephone 0800 015 5630. Trained operators are there to help with issues from legal and financial enquiries to debt management and wellbeing.

WINTER 2017

Positive messages in the workplace ORE than 1,400 supervisors and managers have completed a two-day training course on BeSafe principals and how to put them into practice in the workplace. Since BeSafe was launched a year ago, each OpCo has selected dedicated champions who are there to provide help, with access to a library of materials and a dedicated training/support and quality assurance team. BeSafe is all about recognising when colleagues are working safely, positively reinforcing these safe behaviours so they continue

and happen more often. It encourages everyone to have conversations (touchpoints) about safety, making safety a personal core value and helping us all to reach the goal of zero harm. Norman Wood, Divisional

Health and Safety Project Manager, said: “We want to recognise, praise and positively reinforce our safe behaviours. This can be as simple as saying well done when someone is doing the right thing. “BeSafe also allows us all to constructively challenge someone if they are working unsafe. Rather than just telling them off, we want colleagues to understand why it is unsafe and be able to self-correct and to work safely in the future.” All safety leaders have learned about techniques to support colleagues by having BeSafe conversations in a natural way.

Brew and bake for chosen charity TEA and cake events will be staged throughout First Bus in February to raise money for our employee-voted charity of choice, Prostate Cancer UK. Packs including posters, bunting and labels are available for colleagues organising Brew and Bake sessions between February 13-19. Group Partnerships and Events Manager Kirstin Aram said: “We’re urging colleagues to

get the kettle on, bake a cake and help beat the most common cancer in men.” Colleagues can order Brew and Bake packs by contacting: firstgroup@prostatecanceruk.org or telephone 020 3310 7061. Since the start of the partnership in April 2015, FirstGroup has donated in excess of £400,000 in employee fundraising, corporate donations and Gift in Kind advertising.

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Stylish new uniforms set to be rolled out EW uniforms will be rolled out to thousands of First Bus drivers starting at the end of February. Colleagues are advised to keep an eye on notice boards for local timings of the introduction which will see drivers and supervisors receiving 22 items of clothing for work. Updates include: ■ Men’s shirts in a classic or tailored fit. ■ Women’s blouses fitted with modesty buttons. ■ Slimmer ties and more delicate women’s scarves. ■ Trousers with an elastic waistband for extra comfort. ■ Redesigned outdoor jackets which are more practical for all types of weather.

Two new items have been added to the uniform range to provide even more flexibility. The sholo is a cross between a shirt and a polo and is available to all drivers. The shirt-style front looks smart and means drivers can wear a tie or scarf, but the back is made of polo material making it breathable and flexible on warm days. There is also a bodywarmer which provides an extra option on cool days. Carol Jones, Head of Indirect Procurement and Project Lead, said: “We trialled the uniform in five depots across the business in the summer, and made changes based on the feedback we received to make sure we made the final designs work for everyone.”

Bradford Supervisor Jodie Warburton and Manchester Supervisor Chris Bradbury model the stylish new uniforms.

Supreme Court ruling clarifies law on wheelchair space priority use THE Supreme Court in London has made a ruling on the long-running court case involving the priority use of the wheelchair space onboard buses. The case dates back to 2012 when customer and wheelchair user Doug Paulley could not get on a bus in West Yorkshire because a pushchair user refused to give up the wheelchair space – despite being asked to move by the driver. First Bus Managing Director Giles Fearnley explained: “We are currently awaiting further details from the Supreme Court which will help us interpret the decision and make any necessary changes. However, I’m pleased to report that drivers will not be required to remove customers from vehicles. This is really important. Throughout the legal process we fought hard to ensure drivers would not be

required to remove passengers from the bus. From what we understand drivers can verbally be more forceful and advise customers they are ‘required’ to move. We will alert all drivers and other relevant colleagues to any changes as soon as we can. “In the meantime, I’d ask drivers to please continue to adhere to our current policy around the use of the wheelchair space. Our policy makes clear that in the event of a wheelchair user wanting to board, and if the space is already occupied by other passengers, our drivers should request firmly, but politely, customers using that space to vacate it. “If a customer refuses to, or cannot, move from the wheelchair space, the driver should apologise to the wheelchair user, ask them to wait for the next bus and call Control so they

are aware. The driver should also complete a ‘failure to uplift a wheelchair’ form.” The Supreme Court judgment is attracting a lot of interest from national and local media. In the unlikely event that a First Bus employee is approached by a member of the media they should decline to comment and refer them to the First Group media team on 0207 725 3354. If a customer wishes to discuss the ruling, employees should apologise and explain that they are unable to discuss the case. Giles added: “Please rest assured that First Bus remains committed to supporting vulnerable customers, and our work with a range of agencies – including Disability Action Alliance, the RNIB and Age UK – to find ways of supporting customers’ access to our services will continue.”

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Customer Rian Adshead shows his mTicket to Driver Steve Tuttle as he boards the bus at Stoke-on-Trent City Centre Bus Station.

Key role in mTickets

success story MPLOYEES have been praised for the role they have played in making mTicketing a roaring success throughout the OpCo. There are now more than 10,000 registered users in the Midlands who have turned to the cashless technology, which uses mobile phones to pay for fares.

Through a range of successful promotional marketing campaigns customers have been successfully encouraged to download the dedicated mTicketing app to their smart devices and use it to buy electronic tickets for journeys. Year on year, average sales (by value) have increased by 60 per

First Aid training for staff DOZENS of frontline staff have undergone First Aid and defibrillator training as part of a new course. The BTEC Level 2 in Customer Service was offered to all drivers through a programme run by the Midlands Lifelong Learning Centre. Training was available in the Potteries, Leicester and Worcester.

WINTER 2017

cent while purchases of mTickets has increased by more than 80 per cent. The use of the scheme is also saving on boarding time too – which is good news for customers and is helping First achieve its punctuality targets. With nearly 4,000 mTicket transactions every seven days, up to 16 hours a week is being saved on paying for journeys. This, in turn, is making services more reliable and punctual. Marketing Manager Martin McGowan said: “MTicketing sales are certainly on the rise and this success is is in no small way down to our employees who have embraced the technology and have really sold it to customers.”

Power to the depots A senior personnel restructure has seen more responsibility being passed down to each individual depot – and led to a series of successes too. Former Leicester Engineering Manager Carl Woolley is now General Manager in Leicester, while Sarah East has departed the Abbey Lane Depot, where she was Operations Manager, to take up the role as Worcester General Manager. Meanwhile, Potteries General Manager Dan Flanagan has appointed Zena Astley as new Staff Manager at the North Staffordshire-based operation. Achievements include a 5 for £5 ticket initiative which has experienced growth in Leicester and has now been introduced to Worcester. They also include services frequency increases on the 14/14A and 88/88A services in Leicester, which have been welcomed by customers and the introduction of new ADL buses in the Potteries to boost the fleet.

Initiative is a timely change A new fares initiative is being piloted in Leicester that benefits drivers and makes it more convenient for customers who do not board a bus with the right money. So far Time for Change has been well received by employees as well as people who use First’s services in the city. It involves customers being handed vouchers rather than monetary notes or coins when they buy tickets but do not have the right change. They can then redeem the vouchers at a First travel shop or use them to pay for subsequent journeys on the bus. The initiative, introduced last June, means that drivers do not have to fear running out of change or take large quantities of money on board. It also safeguards revenue and helps to speed up boarding times too. The idea is now to assess its success in Leicester over the next few months and then look to expand it to include the whole of First Midlands.”