You First Glasgow Winter 2017 by i•creation

You First Glasgow p1

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Winter 2017

The magazine for First people in Glasgow

EXPRESSSERVICEIS THE CITYTICKET FOR

AIRPORT

PASSENGERS PAGE THREE

Get set for crucial

survey PAGE FOUR

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2 NEWS

Focus will remain on both safety and quality By First Glasgow Interim Managing Director

Justin Davies IT is good to be with you all in Glasgow for the next few weeks as we move towards the spring and the arrival of your new MD. You have a great business in Glasgow and I have been very impressed by your great enthusiasm for providing customers with a good safe service. My main focus over the coming weeks will be to ensure that safety remains the core principle of the company and then make sure that the service provided to the customer is the best possible. Right at this moment the biggest issue the business has is the proper use of handbrakes. The core principle has to be that handbrakes are always applied when a bus stops and always when picking up customers – there have just been too many incidents now of buses not having the handbrakes applied properly. This year will bring some great opportunities for the Glasgow bus business as well as the continuous challenges of competing against the private car and train. The best way to rise to the challenges is to provide reliable and punctual services – so my second focus is how we can achieve those basic customer service requirements. Please be sure to look out for the Your Voice survey – your feedback is really appreciated. Many thanks to Alex Perry who has been holding the MD position for the past three months up to the turn of the year and is now doing some work with Bristol City Council.

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Glasgow Half Marathon runner John Ramage, right, presents a cheque from himself and Willie Mitchell to Prostate Cancer UK Fundraising Manager Fiona Dunlop with Scotstoun Acting Staff Manager Eddie Harris looking on.

Duo’s run boosts depot fundraising highly-successful sponsored run has boosted Scotstoun depot’s ongoing fundraising in support of First’s Charity of Choice. Drivers Willie Mitchell and John Ramage completed the Glasgow Half Marathon and raised £1,200 for Prostate Cancer UK. On a day that was “perfect for running” the duo conquered the 13-mile course in a repeat

performance of their effort last year. Willie improved his previous time and John took his number of fundraising runs past the 20 mark. John said: “I have a special motivation for supporting the PCUK appeal because a friend of mine has prostate cancer. I also lost my best friend to cancer about a year ago.” Willie said: “I am always glad to raise money for First’s Charity of

Choice.” The intrepid runners were able to claim up to £200 extra under First’s Matched Funding Scheme, to bolster their fundraising total. Scotstoun depot organised a seasonal fundraiser for Prostate Cancer UK. “Donations were made to the charity for the privilege of wearing Christmas Jumpers, with most of the drivers taking part,” said Staff Manager Ed Harris.

Overnight sleep out to help homeless SCOTT Dunn slept out overnight at Celtic Park to help raise money for the homeless and other people in need. The Blantyre Auto Electrician raised £300 for the Celtic FC Foundation’s seasonal appeal which gives to a variety of organisations including the Parkhead branch of the Salvation Army where he is a member. “The temperature didn’t go above one

degree C but I realised I could go home and have a nice warm bath whereas rough sleepers have to do this day after day,” said Scott. The big-hearted engineer has also recently raised £340 for Glasgow Children’s Hospital Charity by taking part in a Tough Mudder and £1,000 by cycling with his six-year-old son Ruaidhri from Glasgow to Edinburgh for the STV Children’s Appeal.

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NEWS 3

Changing career to

be bus drivers HE latest wave of driver recruits to First Glasgow include new arrivals who have made dramatic career changes. A new high-profile PCV holder and trainee driver recruitment campaign, which highlights an enhanced pay and rewards package for new drivers, is tempting a number of people to switch from widely different occupations. Darius Smulkstys, 36, was previously a forklift driver with a food company and he wanted to broaden his horizons. “I am really enjoying driving something bigger,” he said. “I always enjoy being behind the wheel whether it’s at work or when I go back to Lithuania to visit my family.” Donna Scullion, 48, spent 20 years as a hairdresser before making the cut as one of the new intake. “I wanted to do something different and learn something new,” she said. As part of its campaign to attract drivers, First Glasgow held successful Open Days at Caledonia, Blantyre, Scotstoun and Dumbarton depots. “As well as the increased starter rate of £9 per hour, automatic progression after just 12

New MD appointed

Former forklift driver Darius Smulkstys is now behind the wheel of a First Glasgow bus. months to a higher rate and paid training, new starters have access to other benefits such as free travel, a company pension and flexible rewards and share save schemes,” said Recruitment and People Development Manager Stuart Kennedy.

● COLLEAGUES who refer family and friends to a driver role could claim vouchers worth £150 as a referral fee. The offer is conditional on the individual staying in the permanent role for 12 months. Contact your supervisor or HR for more details.

FIRST Glasgow’s incoming Managing Director Andrew Jarvis, pictured, is to take up his post on April 18. Andrew, who will also take up the role of First’s Managing Director in Scotland, is one of the bus industry’s most respected leaders. He joins First Glasgow from Stagecoach, where he was Managing Director of its East Coast operations. Andrew, who succeeds previous MD Fiona Kerr, has pursued a 26-year career in the bus industry, the last six of which have been in Scotland. Earlier positions with Stagecoach include Managing Director of Stagecoach Bluebird and Operations Director at Stagecoach South.

Glasgow Airport Express passenger numbers take off

Driver Robert Smith with one of the Glasgow Airport Express buses. Our cover picture shows Robert welcoming passenger Mayam Abalushi who had just landed from Oman.

BUSINESS is booming on the Glasgow Airport Express service as more and more customers travel on the state-of-the-art buses to connect to their flights. Over a 10-week period to early December passenger numbers increased year-on-year by more than 11 per cent. The 22 regular and 11 reserve drivers who staff the service are being praised for their professionalism and commitment. High frequency, speed, reliability and targeted marketing all contribute to the popularity of the service which links the centre of Glasgow and the airport. “The service moves from strength to strength as we approach the first anniversary of our second contract with Glasgow Airport,” said Paul Coupar, Interim Head of

Commercial. “From as fast as a 15-minute trip, we’re really giving the market what it wants and more customers are choosing the bus to get to and from the airport.” Frank Holmes, Service Provision and Reliability Officer, said: “Customers are telling us that they find the buses really comfortable – always lovely and clean with handy charging ports and WiFi – and they appreciate the helpful drivers.” An innovative approach to marketing the Glasgow Airport Express service 500 has seen a strong emphasis on details such as the distinctive, contemporary violet exterior livery, interior designed with the highest spec possible, smart branded uniforms and an innovative on-bus welcome video.

WINTER 2017 I youFirst

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4 NEWS

NEWS 5

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

youFirst I 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 I youFirst

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4 NEWS

NEWS 5

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

youFirst I 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 I youFirst

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6 NEWS

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.

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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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Marc recalls days as Celtic youth player MARC McGinley has a striking claim to fame – he used to play football as a youngster alongside a Scotland international player. The UK Bus Insurance Administrator based at First Glasgow played football in the Celtic youth team at the age of 13. He was scouted from a youth team called Parkview Villa and he played for a while in the Celtic under-14s excelling as a midfielder. “I trained and played alongside Islam Feruz who ended up going to play for Chelsea and Scotland,” recalled Marc.

Triumph in cycle hill race AN Overtown Driver has triumphed in an annual race staged by one of Scotland’s oldest cycling clubs. Gordon Douglas came first in the veterans’ hill race held at the Royal Albert Cycling club based in Larkhall. The experienced cyclist, who was competing against riders from throughout West Scotland, came third overall. Also outstanding on the day was Blantyre Driver Paul Marshall.

AN AMAZING CENTURY OF MARATHONS: John Allen shows his Greater Manchester Marathon medal – his 100th marathon.

John completes his

100th marathon LANTYRE Driver John Allen completed his 100th marathon – just days after celebrating his 60th birthday. The big-hearted runner gives himself a charity challenge every year and this latest triumph raised £500 for Prostate Cancer UK. John, who before he joined the bus industry was in the Royal Army Medical Corps, registered a time of four hours 57 minutes in the Greater Manchester Marathon. Over the years he has raised £20,000 for good causes such as Great Ormond Street Hospital and Kidney Research by runs in various locations ranging from Mount Kilimanjaro to Cyprus.

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“My latest marathon was one of the most special because of the milestones involved,” said John, who trains by running on a treadmill and in the local hills. “I was going to make it my last but a friend has persuaded me to run my 101st in Stirling in May.” John is also planning to go on a military-style outdoor survival course where participants take part in log races, carry barrels and cross freezing rivers. “We’ll be sleeping out on the hills during the Special Forces Boot Camp – it will be the hardest thing I’ve ever done,” said action man John. “I must be mad but I like a challenge and it keeps me fit.”

Bowing out after 40 years BLANTYRE Driver Brian Russell is retiring after clocking up 40 years on the buses. Brian has been based at a variety of locations including Airdrie, Motherwell and Blantyre and is well-known for his work over 13 years as a shop steward.

Have you got news for us? IF you have any stories for the next issue of YouFirst, or would like to send comments, please email Emma Latimer on emma.latimer@firstgroup.com and put “You First” in the subject box.