You First West Yorkshire Winter 2017

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Winter 2017

The magazine for First people in West Yorkshire

Get set for crucial

survey PAGE THREE

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2 NEWS

Aim to double passenger numbers over next 10 years

By First West Yorkshire Managing Director

Paul Matthews NEWS that First West Yorkshire is committing to invest in 300 new vehicles over the next four years means it’s an exciting start to 2017.

More than £100 million from the council will be spent on improved infrastructure for buses. With an expectation to double passenger numbers over the next 10 years, it means we will be at the forefront of encouraging more and more people to leave their car at home and travel by bus.

Although the investment is focused on Leeds, its impact is expected to result in real benefits for all of us in West Yorkshire. You can read more on this page.

Since my last column we have risen to meet challenges including some industrial action, the departure of our host colleagues at Bramley and the move of more than 100 employees to our new cleaning partner Cordant. I want to say a big thank you to everyone for their efforts last year, especially when faced with staff shortages.

The year has also seen the introduction of Be Safe, embedding safety at the core of our services and giving everyone the freedom to take ownership of their safety and that of colleagues and customers.

I’d like to ask you all to take some time and complete the YourVoice survey which starts on February 6 and is available online. It provides First Bus with important feedback from employees and in the past the information gathered has led to significant initiatives like the Excellence Awards and Be Safe.

Just visit the website yourvoicesurvey.com

youFirst I WINTER 2017

Bradford Driver Imran Mir puts on his seat belt.

Drivers urged to wear seat belts A campaign is being run at Bradford depot to ensure drivers wear seat belts. Whenever new buses arrive at the depot fitted with belts, the law requires that they are used. Staff Manager Mohammed Raja has been keen to

highlight the regulations to drivers, some of whom were unsure about the situation. “We have clarified that it is a legal requirement – and it is also company policy that seat belts are worn where they are fitted,” he said.

Pledge to invest in 300 new buses IRST West Yorkshire is at the forefront of an ambitious new initiative to boost public transport networks in Leeds.

In a commitment forming a key element of the Leeds Transport Strategy the bus operator has pledged to invest £71 million to provide around 300 state-of-the-art new buses for its fleet in the city by the end of 2020.

The company has also pledged to provide substantial resources to improve the customer experience together with additional driver training.

The vehicles will be environmentally friendly, with engines of Euro 6 standard or zero-emission, and they will reduce harmful nitrogen oxide (NOx) emissions by 87 per cent.

As part of the new Strategy – which is subject to Department for Transport approval – Leeds City

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Council is proposing a number of infrastructure improvements for bus and rail including additional bus priority measures.

The City Council, working with First West Yorkshire, other bus operators and partners, is aiming to double the number of people using the bus in the next 10 years as well as achieving improvements in air quality.

The Leeds Transport Strategy, guided by Leeds transport advisory panel, represents a £270 million investment.

Managing Director Paul Matthews said: “Many of these changes will also benefit other parts of West Yorkshire and this is very positive news indeed for all staff in the business. We will update you on the details of the plans once they have been worked through with our partners.”

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NEWS 3

Service wins

top award IRST West Yorkshire’s Park & Ride service in Leeds is going from strength to strength – and it has received a national accolade.

The service, run for the West Yorkshire Combined Authority by staff from Hunslet Park depot, was given a prestigious Silver Award at the UK Bus Awards.

The success was achieved in the Local Authority Bus Project of the Year category. The Park & Ride between Elland Road and Leeds city centre is a partnership between First West Yorkshire and Leeds City Council.

The trophy recognises the ongoing success of the facility which is operated by two supervisors and 12 drivers working on a rota basis.

When it was opened in June 2014 around 300 cars a day were anticipated – but now more than

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700 a day are welcomed.

The citation for the award praised the strength of the partnership working and the way customers had been encouraged to use the bus instead of driving to park in the city.

“Our Park & Ride drivers show a high level of commitment and they run a reliable, customer focused service,” said Chris Powell, Hunslet Park Operations Manager. “Customers are finding it cheaper than using their cars in the city centre – and a large proportion are regulars.”

A purpose-built new site office has been opened at the Elland Road site, where there are 800 parking spaces. ● The Park & Ride service has won two awards from Leeds City Council recognising the success of the partnership.

Delighted with the national accolade are Elland Road Park & Ride Supervisors Catalin Ilie, left, and Dave Eddies.

Team building is crystal clear THE home of a cult TV game show was the venue when a team from Huddersfield depot went on a team-building exercise. Operations Manager Paul Calcott organised a visit to the studios of the Crystal Maze in London where members of the public can re-enact the challenges of the 1990s Channel 4 programme.

His team, calling themselves the “Huddersfield Maze Runners,” earned Crystals in games of physical and mental skill as they travelled across the four time zones called Aztec, Industrial, Futuristic and Medieval.

Their success earned The Crystal Maze team, back row left to right, Roadside Mechanic Allison Searby, them time in the Crystal Staff Manager Craig Turner and Operations Manager Paul Calcott. Middle row, Dome where they did their best to collect gold Controller Adrian Atkinson, Apprentice Assessor Richard Pearson and Controller tokens being whirled Mark Tempest. Front row, Metro PCSO Claire Whitwam and Driver John Maudsley. round by giant fans.

“It was a great team seven others. “We honed our number of them were difficult but building exercise and everyone problem solving skills and we earned seven crystals – and who took part loved it,” said worked really well together. A we all had a great time.”

Paul, who was accompanied by

High-flying Red Arrows HALIFAX depot’s Red Arrows were high-flyers at the North of England Transport Awards.

The service with the aeronautical name and eye-catching livery which runs between Halifax, Ovenden and Illingworth was Highly Commended in the Excellence in Travel Information and Marketing category.

Targeted marketing and continued investment have helped the high-frequency StreetLite single deckers record a nine per cent boost in passenger numbers since the Red Arrow launch two years ago.

A Five for a Fiver offer was launched, promotional campaigns were run in Ovenden and parts of Illingworth and social media is being used to highlight services including the new 520 which provides a through link from Ovenden to Calderdale Royal Hospital.

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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Page 1

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

“”

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 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

■ 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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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.

youFirst I 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

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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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NEWS 7

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.

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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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CUP FINAL triumph sharp-shooting football team from First West Yorkshire has triumphed in a prestigious bus industry competition.

First Leeds FC, made up of players from Bramley and Hunslet Park, clinched the winners’ trophy in the annual tournament run by the National Passenger Transport Sports Association (NPTSA).

The team, sponsored by Unite, were the only FirstGroup outfit to enter and they survived strong competition from teams

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representing other transport giants from around the country.

Led by captain and Driver Trainer Scott Robinson they beat Cardiff Bus 3-1 in the final, held at Evesham United’s ground, with goals by Tyler Sheridan (2) and Marius Olczak.

As a result First Leeds lifted the Mick Mercer Cup which now sits proudly in the trophy cabinet at

First Leeds FC captain Scott Robinson with the soccer tournament trophy.

Bramley depot. “It was absolutely brilliant to win the tournament at our first attempt,” said goalkeeper Driver Trainer Mark Watkins, whose idea it was to enter.

Partnership working

Driver takes the plunge into new sport JOHN Asquith dived straight into a new sport after seeing it publicised at a Learning Centre open day.

The Bramley Driver was fascinated by the scuba equipment which was on show and was soon heading off to distant climes for diving experiences.

He has explored corals and a World War Two wreck off the coast of Egypt and swam through inland caves in Mexico.

“Barry Young at the Learning Centre gave me the necessary information and the confidence to try the sport,” said John.

John Asquith dons flippers and snorkel for a fun photo at Bramley depot.

Inset, John explores an inland cave system. youFirst I WINTER 2017

“The whole team was buzzing at the trophy presentation, with smiles all over their faces – it was like we had won the World Cup.”

BRAMLEY depot hosted a special presentation on behalf of First Bus of an award from the National Campaign for Learning.

The “Unions and Employers Working in Partnership” Impact Award, sponsored by Unison, recognised the strong partnership First Bus and Unite had while working together during Learning at Work Week, organised by the Campaign last May. The award presentation was followed by a short tour around Bramley depot which held, amongst other activities, a “back to the shop floor” session in the Engineering department during the Week.

“Hosting the presentation was a fantastic opportunity to showcase the work undertaken by people attending the Learning at Work Week,” said Union Learning Rep Barry Young.

“At Bramley we ran a total of 15 activities.”