Linked Winter 2017 by i•creation

Linked p1

17/1/17

15:51

Page 1

The magazine for First people in the West of England

Winter 2017

DUO RUN

Get set for crucial

MARATHON FOR FOUR-LEGGED FRIENDS PAGE THREE

survey PAGE FOUR

Linked p2

17/1/17

16:36

Page 1

Bilal passes Masters with Distinction An ethos of support is reflected in our business By First West of England Managing Director

James Freeman SUPPORTING others is very much a theme running through this issue of Linked magazine and I am pleased to say it is a fair reflection of our business as a whole. This can be seen in everything from our policy to support the environment by investing in the very latest low carbon emissions buses, to the way employees are doing their very best to help good causes and other colleagues. On that note I was delighted to join the Lawrence Hill team in a week of fundraising for the Western Air Ambulance Charity (see back page). Pulling on colourful wigs and wacky jumpers was a great way to rack up the charity donations and instilled a great feeling of fun and camaraderie as well. Elsewhere, there is a lot of very useful information on how First Bus UK is investing in the latest technology, new uniforms and safety initiatives – all aimed at supporting our employees and providing better services for our customers. I would also like to draw your attention to the article on page four regarding the next Your Voice Survey. Taking part in this survey is vital because it gives everyone the chance to raise issues that affect them everyday in the workplace – and helps the company to improve all the time. As usual charity will benefit too, with money being donated to our charity of choice – Prostate Cancer UK – for every survey submitted. The survey opens on February 6 and will be exclusively online this year. Finally, I would like to thank everyone for their hard work during the year.

WINTER 2017

Assistant Depot Engineering Manager Bilal Mohammed.

LAWRENCE Hill’s Assistant Depot Engineering Manager Bilal Mohammed has been praised after passing his Master’s Degree with a Distinction – juggling his studies with his job. Bilal, who joined the Bristol-based depot last year, has been supporting Engineering Manager Doug West and is seen by colleagues as having had a marked effect on performance. In tandem, he has been working towards a Masters of Science Degree in Reliability Engineering and Asset Management with the University of Manchester – through a distant learning programme. Bilal said: “First have given me a great deal of support which has allowed me to complete my studies and the team here at Lawrence Hill has been brilliant in helping me achieve this.” Engineering Manager Doug West said: “Bilal has been a real asset to the team and I am delighted to congratulate him on completing his Masters Degree.”

Eco buses boost green partnership WENTY brand new buses – all fitted with the latest low carbon emissions and stop start technology – have hit the streets in Bristol. The environmentally-friendly vehicles, which cost approximately £250,000 each, are not only helping to improve air quality because of the Euro VI type engines but key into the company’s green partnership with the city. The new vehicles mark the latest stage of an ongoing £25 million investment programme, which over the past 18 months saw 100 new buses equipped with the low carbon engines appear on Bristol’s roads. First Bristol Managing Director James Freeman said: “These new buses will make a significant contribution towards our environmental performance including air quality in Bristol. The Stop Start technology means that when parked, engines cut out saving on fuel consumption and emissions. “A quarter of our fleet now consists of significantly cleaner buses, and the numbers are increasing steadily as part of our longstanding commitment to Bristol, which started when we became a proud partner of the Bristol Green Capital 2015.” In addition to the low carbon double Driver deckers with Euro VI engines, First West Ian Ayling of England has 26 Euro V micro-hybrid with one of vehicles, which are more fuel efficient the eco-friendly and environmentally friendly than new buses in standard Euro V engines, and a further Bristol. 34 Euro V buses are in the process of being converted to micro-hybrid.

Linked p3

17/1/17

16:48

Page 1

Sterling effort

wins silver sterling effort from the engineering team at Bath has seen them scoop a Silver Wrench award. The groundbreaking standards initiative launched by First Group recognises outstanding performance by engineering teams in both bus and rail divisions. It follows just months after Bath started to gear up for the comprehensive assessment – and now the team are going for Gold. Criteria for the Wrench awards include ensuring the department runs in the leanest possible way to reduce repeat vehicle defects and keeping the workshop clean, tidy and well organised. West of England Managing Director James Freeman said: “I congratulate the team at the Bath Weston Island Depot workshop this is a well-deserved recognition of their efforts.”

Members of the award-winning Bath engineering team – Technician Pete Berryman, left, and Auto Electrician Eddie Parnell.

Race to raise canine charity cash TWO employees are dressing up as dogs to run a long distance race in aid of their favourite canine charity. Bath Driver Marc Sharky Clarke and Traffic Controller Martin Hobbs will dress up in comedy hound costumes to take on the city’s half marathon this Spring. They are already

putting their best “paws” forward for a rigorous training regime as they build up to the 13.1-mile event, which attracts thousands of runners from across the country. All proceeds they raise will go to the Finding Nismo Dog Rescue Charity, of which Marc is a fundraising co-ordinator. He said: “We use the money we raise to rescue dogs from the

pound and put them into kennels until their owners are found or a new one comes forward to house them. “I have had dogs all my life and have a Staffordshire Bull Terrier and a French Mastiff at the moment. It is a great way to spend my spare time because we are basically saving animals from being put down.” Last year, Marc and Martin took on a 400ft bungee jump in Wales, which raised £1,100, and they hope to pot a similar amount during the marathon. Martin said: “It will certainly be hot work and hard going in the dog costumes but it’s all for a very worthwhile cause.” Driver Marc Sharky Clarke, left, and Traffic Controller Martin Hobbs with Marc’s dogs, Staffordshire Bull Terrier Nismo and French Mastiff Darcy.

Stalwart retires after 48 years’ service POPULAR Bill Burman has decided to call it a day after 48 years in the bus industry. The Bath stalwart spent most of his working life driving buses in and around the city – but in more recent years has taken up the role as allocator at the depot. It saw dedicated Bill often coming into work at 3.30am to allocate the run out at weekends. To celebrate his retirement, he was taken out for a “knees up” by colleagues in Bath. General Manager Andrew Sherrington said: “We wish him a long and healthy retirement and remind him not to be a stranger and come and see us at the depot.”

WINTER 2017

Linked p4-5

20/1/17

12:02

Page 1

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

WINTER 2017

Linked p4-5

19/1/17

17:18

Page 1

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

Linked p6-7

20/1/17

16:21

Page 1

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.

Linked p6-7

19/1/17

17:20

Page 2

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.”

WINTER 2017

Linked p8

19/1/17

16:25

Page 1

Giving extra support for young Luka

BARNSTORMING BARNETS: back row left to right, Payroll Administrators Kerrie Green and Zoe Bishop, Training Manager Paul Stratford and Managing Director James Freeman. Front row left to right, Payroll Administrator Claire Jaques, Commercial Administrator Lou Dare, Driver Ian Ayling and Traffic Controller Martin Rogers.

helps

fund get ahead OLLEAGUES donned dodgy wigs and dyed their locks for a special bad hair day to raise money for a local charity. Employees appeared with Donald Trump-style comb-overs as well as colourful quiffs for the fundraising effort in aid of Great Western Air Ambulance. It formed part of a week of imaginative events arranged by Lawrence Hill Traffic Controller

Martin Rogers (affectionately known as Trigger to workmates). They included a special tie day, a bad taste jumper morning and fancy dress Friday. Everyone made a donation to pull on an unusual hair piece or a garish garment, with all the proceeds going to the air ambulance which covers Bristol, Bath, Somerset, Gloucestershire and parts of Wiltshire. Martin said: “Everyone really

got into the spirit of the week and the bad hair day particularly produced some eye-catching looks. Seeing drivers, engineers and others in the depot with the dodgy wigs on was great fun and helped provide a great total for a very worthwhile cause. “The Great Western Air Ambulance depends on donations to keep operating, so I am really pleased we could do our bit.”

Company scoops green accolade WEST of England’s efforts to improve vehicle emissions played a significant part in First Bus scooping a prestigious accolade for its environmental efforts at a major national awards event. The company won the silver medal in the Environment category at the 2016 UK Bus Awards. It follows on from First Bus being crowned

WINTER 2017

Low Carbon Vehicle Operator of the Year for leading the industry’s drive to introduce cleaner vehicles, improve fuel efficiency and improve air quality in towns and cities. In addition, the Mendip Xplorer service based at Wells Depot was shortlisted for the Marketing Award narrowly missing out on one of the top spots.

BATH employees who helped to raise £15,000 to help adapt the home of a colleague’s disabled grandson are back on the fundraising trail. Union Rep Dave Jacobs was delighted when his workmates dug deep to assist in building a downstairs bedroom and wetroom for little Luka Cerbona, who was born with cerebral palsy. Now they are helping to find £11,000 to buy an Innowalk – a device that will help him stand and walk on his own. Travel Shop Cash Clerk Dave said: “He is five now and it is all about him having as much independence as possible. People here at First have been so, so generous I can’t believe how much they have helped to raise. “The fact that they are back helping again is very touching.” Charity raffles are already being organised with colleagues donating prizes and more events are planned for 2017. Anyone who has a fundraising idea can contact Dave by emailing dave.jacobs@firstgroup. com or call 07703 579561.

Vital advice on health INVALUABLE information has been distributed to colleagues across West of England to help them speak up if they feel mentally or physically unwell. It also gives people advice on what to do and who to tell if they start taking medication or no longer require it. The “Are You Feeling Well?” leaflets have been handed out to staff and posters put up in depots. There are also specific guides for managers. Anyone with any questions should speak to their line manager. They can also get advice on health and wellbeing through the Employee Assistance Programme by calling 08000 155630.