You First York Winter 2017

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Winter 2017

The magazine for First people in York

ELECTRIC BUSES SPARK

TOP GREEN ACCOLADE PAGE THREE

Get set for crucial

survey PAGE FOUR

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2 NEWS

Exciting times ahead after many successes

By First York Managing Director

Marc Bichtemann

IT has been a busy 12 months for the First York team and we have plenty of successes to celebrate.

Back in November, we won the prestigious Contribution to Sustainable Transport Award at the North of England Transport Awards.

Shortly before that we launched the York By Bus smartcard, a great initiative in partnership with City of York Council which aims to make bus travel more accessible and speed up boarding.

We also moved into our new accommodation on George Hudson Street with modern facilities for our drivers, brand new cash machines and open plan offices – so everyone can speak to a member of the management team when they need to.

More recently, we’ve introduced new services in partnership with the University of York which allows even more students and residents to travel by bus into York.

Through all of these changes, the First York team has worked safely and relentlessly and 2016 was one of our safest years ever.

Of course that does not mean we can be complacent and the many initiatives underway are apparent by reading through this magazine.

So, you can see, plenty has happened and now we want to know what you think? The next installment of the Your Voice employee survey is out now – so I ask that you take some time to complete the survey (see page four).

Thank you very much for all your hard work and here is to an exciting time ahead.

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Major increase in passenger journeys IRST Bus has played a major part in boosting public transport journeys in an around York through its partnership approach – and it is helping to buck a national trend.

Nearly 16.9 million bus journeys were made in the area in the year to March 2016 according to figures released by the Department for Transport.

The statistics, which are collected for every local transport authority in England, show that the number of bus users in York increased by 700,000 in the same time period, an increase of 4.4 per cent.

This is the third consecutive year of increase for York, with passenger journeys increasing by 1.6 million, or nearly 11 per cent, since 2012/13.

The figures show that York has defied the regional and national trend of decreasing passenger numbers.

Nationally the number of bus passenger journeys fell by 2.6 per cent last year and 2.9 per cent in the Yorkshire and the Humber region. York was the only Yorkshire authority to see an increase in passenger numbers.

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Customer Wendy Harvey of Harrogate boards a bus at the Poppleton Bar Park & Ride – one of the many services with increasing passenger numbers.

City of York Council Executive Member for Transport and Planning, Councillor Ian Gillies, said: “I’m pleased to see that the number of bus users is continuing to rise. This reflects

the partnership work between the council and York’s bus operators with the aim of providing a more efficient and convenient service for residents and visitors to the city.”

Mobile ticket boosts cashless technology

Customer Anne Whitehall of York uses the mTicketing app.

CASHLESS technology is on the rise with First York playing a vital role by delivering a new 10 Trip mobile ticket – which is also adding to the wider popularity of mTicketing.

The £18 ticket, which offers 10 flexible single tickets, was introduced last year following a review of services.

During the last 12 months, thousands more people have registered to be users of mTicketing as their preferred way to pay. It simply requires the app to be downloaded onto their smart phones or other smart devices.

Research has shown that mTicketing technology really speeds up services too – with around four hours a week being cut from the time it takes to pay for journeys.

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NEWS 3

Sprouting bus-taches

Park & Ride Supervisor Chris Koksal demonstrates the use of the York smartcard system.

Tap and go is the

new smart way USTOMERS can now “tap and go” thanks to a revolutionary new bus smartcard system.

The York By Bus smartcard allows passengers to load up tickets for a variety of operators’ journeys before hopping on a vehicle.

Automated kiosks have been set up at key bus stops in the

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city centre and at park and ride sites. These machines can then be used by people to buy before they board or check or top up the amount on their smartcards.

First York Operations Manager Neil Bailey said: “The smartcards are good news for First because they cut down on boarding time and reduce the amount of hard currency we have to carry on the

buses. It also lessens the chance of issues that might arise if a customer boards without the right change.”

The smartcard scheme, which is a joint initiative with the City of York Council, complements mTicketing, which has attracted tens of thousands of registered users and has been a success for First Bus around the UK.

Buses supercharge clean air drive COVER STORY

FIRST York has been recognised for its commitment to providing greener travel after its electric buses received a top accolade.

The vehicles, which operate on the city’s Park & Ride service, helped the company win in the contribution to Sustainable Transport category at the North of England Transport Awards.

The Park & Ride Scheme is run in partnership with the City of York Council and is setting the

standards for similar initiatives across the country.

Two fully electric Park & Ride routes are operated by First at Poppleton Bar and Monks Cross, using 12 zero tailpipe emission electric Optare vehicles. The buses have helped to reduce CO2 emissions in the city.

Business Delivery Manager Rachel Benn said: “We’re thrilled that the York Park & Ride Scheme has been praised at the prestigious North of England Transport Awards, and in

particular, that our work to reduce the impact that our vehicles have on the city, has been recognised.

“We are constantly striving to introduce cleaner vehicles, improve fuel efficiency and reduce emissions, so this award win is a fantastic achievement.

“The electric vehicles are not only performing to a really high standard, but they are popular with our customers too, and we are proud to be setting the standard for other Park & Ride schemes across the country.”

FACIAL hair sprouted from the front of buses in York to help raise awareness for First’s Charity of Choice.

Fifty of the company’s vehicles sported bus-taches as part of Prostate Cancer UK’s Be Brave and Don’t Shave campaign.

The aim was to support employees and customers who were sponsored to grow moustaches, beards or facial hair to generate money for the ongoing campaign.

More than £500,000 has been donated to the charity by FirstGroup since the partnership began in April 2015.

Travel boost for students STUDENTS will benefit from a new service introduced in partnership with the University of York.

The new 66A service which links Heslington East and Merchantgate via Lawrence Street runs on Mondays to Fridays, every 20 minutes.

It has been put into place following the withdrawal of the Transdev Unibus 44 service between the city centre and the university.

Bus driver feedback, along with consultation with university staff and students, was used to help shape the service.

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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

“”

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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Meeting the customers SERVICES have been shaped through a series of bus surgery events which brought together operators face-to-face with residents.

Representatives from First along with Arriva, Transdev, EYMS, Connexions Buses and the local authority talked to customers about their experiences and what could be improved. The surgeries are part of a wider initiative called the Better Bus Area programme which has paved the way for a number of network improvements.

Controller Gill Pidd-Haytack at the Control Desk in the new York HQ which overlooks the canteen as all facilities are on the same floor.

Fancy dress fundraisers

New HQ brings the

teams together ACILITIES at First York’s new headquarters have been given the thumbs up by the people using them on a daily basis.

The company’s head office was transferred from the old Tanner

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Row site to George Hudson Street.

And while the two venues are only a stones throw away physically, they are miles apart in terms of facilities and suitability.

At the new site, the drivers’

Jamie wins boxing title DRIVER Jamie Warters proved to be a knock out for charity when he won a prestigious amateur boxing title.

He triumphed in his semi-pro international heavyweight clash in front of a full house at the Huntington and District Working Men’s Club. His bout was the main attraction on the bill and the former professional boxer won on points against opponent Shaun Williams. All proceeds from the event were donated to Macmillan Cancer Support.

youFirst I WINTER 2017

canteen and the admin offices are all on the same floor, which has created a more close-knit work culture.

Managing Director Marc Bichtemann said: “At the old offices the canteen was on the ground floor and the offices up above. It was too much of a ‘them and us’ culture’ and we wanted to get away from that and create a team ethos.

“Now I see the drivers everyday because they walk past my office.

It encourages better dialogue and breaks down any barriers.

“Everyone seems to have settled in very well, the place is a lot brighter and facilities and equipment a lot more modern.”

CHARITABLE drivers donned fancy dress costumes to raise money for two charities close to their hearts.

They dressed up as Santa Clauses before getting behind the wheel and asked customers to make a donation.

In total they raised more than £900 for St Leonard’s Hospice in York and the Make a Wish Foundation.

Meanwhile, a group of employees from the depot visited the Children’s Ward at York Hospital to hand out gifts to young patients.

Contract is extended A 12-month extension has been granted to First York to operate the city’s Park & Ride scheme while new contract negotiations continue.

The extension took effect from February and follows talks between the company and the City of York Council.

It means residents and visitors will continue to benefit from a high quality service while a tendering exercise takes place to secure an operator from February 2018.