Aspect Summer 2016

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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru

SUMMER 2016

CENTRE PAGES

HOLYHEAD DEPOT praised for excellent

S FETY CULTURE

Dafydledver boxecshcarity for REE PAGE TH

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Dispelling messroom myths with the facts

By Managing Director

IAN BULLOCK

A chance meeting with a conductor and a driver travelling as passengers on a train a few weeks ago has made me reflect on the uncertainty that is approaching.

The driver was concerned with whether he should move depots and was worried that if he did (and he wanted to), should there be any franchise re-mapping, he may find himself either not working for this franchise or would be more vulnerable to any other changes that may occur i.e. last in, first out.

The conductor had recently read a “brief” from his trade union concerning the proposed partial offer of some Arriva shares to investors and how this would lead to job losses.

Both of these instances highlight how the prospect of change can make us all in different ways feel uncertain.

While I and the other Directors at Arriva Trains Wales don’t have a crystal ball, what we can do better and more of is make sure that we are available to you to talk so that we can dispel the messroom myths and let you know openly and honestly what we do know and are able to share.

So to this end over the next couple of months we shall be stepping up our communications, relaunching the Staff Forums and the Walk in My Shoes programme.

I will also be starting ‘Breakfast with the MD’ sessions where open and honest dialogue will be the main aim.

While I am unable to take all of the uncertainty away, I can give everyone the opportunity to ask myself and my team the questions that you have, as we do have many, if not all, of the answers.

Let’s see what we have achieved by the next issue of Aspect!

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The Less is More advertisements at the Cardiff Gate motorway services.

Taking message to service stations A

unique marketing campaign which encourages people to make the most of Advance Fares is including motorway service stations in its target audience. The Less Is More initiative being co-ordinated by Arriva Trains Wales’ marketing department has the key message: “spend less money on train travel to do more of what is important to you”.

Customers’ most cherished preoccupations are highlighted in the publicity which encourages them to visit their mum, go to the seaside, take a city break or go to see a loved one. Posters with slogans such as “£££ More Sun” and “£££ More Fun” were placed at display points at M4 service station car parks

in the run-up to the second May Bank Holiday to maximise the impact during the UK’s second busiest day on the roads.

It is the first time an Arriva Trains Wales marketing campaign has featured the service stations, reinforcing the message to holidaymakers to leave their cars at home and take the train.

Adverts were also placed in the Metro newspaper in South Wales and Manchester, targeting both bus and train commuters with the idea of cheaper train travel options.

The Western Mail and Shrewsbury Chronicle also publicised the campaign, while Less Is More received major coverage in a “homepage take-over” on Wales Online.

Fares offer to promote off-peak travel A new Seat ‘n Save marketing campaign aims to encourage existing customers to use off-peak services where they can, in a bid to relieve overcrowding on many peak services.

Posters, leaflets, online messages and newspaper adverts are advertising

off-peak travel with savings of up to 20 per cent on selected train fares.

Customers are urged to buy Off Peak Day tickets before they board to take advantage of the 70 per cent of off-peak services which typically have good seat availability.

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Company moves forward with three new Directors THREE new Directors have been appointed at Arriva Trains Wales – and two of them are already in post.

The new Engineering Director is Simon Hughes, who has 20 years of experience of working in the multi-national engineering sector with Rolls-Royce.

A time-served apprentice with a Degree in Aerospace Engineering, he is a Fellow of the Chartered Managers

Institute and a Member of the Association of Project Managers.

“I believe my role is to serve my team by making their job easier, more enjoyable and allowing them to free up the time to focus on their people,” said Simon.“An engaged workforce is the most powerful continuous improvement programme there is!”

Sam Hawkins, the new Financial and Commercial Director, is already

well-known to people at Arriva Trains Wales. Her career in the finance department has seen her moving from the management accounts team into fleet finance and then financial reporting before she became Financial Controller in 2011.

As Aspect went to press, Steve Tyler joined as Operations and Safety Director. He was previously Head of Safety at Great Western Railway.

Attacker Thacker wins his first bout in style D

AFYDD Thacker brought a 700-strong crowd to its feet when he donned boxing gloves to raise money for charity.

The Shrewsbury Conductor gave himself the fighting name of “Daff the Attacker Thacker” and entered the ring to the stirring sound of the musical track Sandstorm by DJ Darude.

Almost halfway through the three-round fight he threw a solid punch that caused the referee to stop the bout in his favour.

It was a great result for Dafydd who had entered the Ultra White Collar Boxing challenge for novices after he saw an advert online explaining that its aim was to raise money for Cancer Research UK. After an eight-week training programme at a gym in Cosford near where he lives, the novice light heavyweight was ready for the main event in a hotel in Telford, Shropshire.

“The training was very intense but I really

enjoyed the whole experience,” said Dafydd, who was sponsored by Arriva Trains Wales.“Boxing is a great way of keeping fit and there’s a certain attraction in the fight itself of not knowing what is going to happen. I am continuing with the training and I go to a local amateur club to keep my fitness up.”

The boxing show at the Telford hotel,

Dafydd Thacker outside Shrewsbury station with the Ultra White Collar Boxing logo. which comprised 11 bouts, raised a total of £5,000 of which Dafydd provided £653 for the charity with the support of the company and colleagues.

Initiatives are underway in response to survey findings A number of initiatives are underway in response to the latest Employee Survey. Following an outstanding 60 per cent response rate, people’s feedback has been reflected across the business.

Responding to calls for better communication, an e-newsletter has

been introduced and one-to-one talks are being held with every member of staff. All drivers and fleet engineers are to be issued with tablets to improve the flow of information.

The Walk in My Shoes programme has been relaunched after a revamp, offering the chance for people to

experience the challenges of other roles.

A series of roadshows are being developed to communicate the new business strategy.

An Absence Management System has been introduced to provide more support for employees who fall sick.

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By Customer Services Director LYNNE MILLIGAN

Improvements in customer experience SO much has been happening in the area of customer experience!

We are moving to a new on-train ticketing machine which is currently at pilot stage at Treherbert Depot. Star Mobile will provide faster, more flexible and a more lightweight set of kit to work with.

We have updated our Complaints Handling Process and our updated Passenger Charter is at print. I encourage you to read it as it contains our customer service promise.

Linked to the Charter is all the work which has been done recently ensuring we are fair and compliant with customers when it comes to the Consumer Rights Act (CRA).

This requires us to advise customers of their compensation rights, make it easy for them to claim compensation and provide their compensation in the way they paid for the ticket – therefore cash or payment to their bank rather than rail travel vouchers.

These changes are significant and we will be regularly audited to ensure we are complying with the updated CRA, so please ensure you understand the rules and ask if you need.

Separately, our customer relations database upgrade is almost complete along with small enhancements to processes, such as a webform to help customers claim compensation online.

Its important our customers trust that we are looking out for their best interests and our Journey Map is helping us direct and focus on tackling priority issues.

I look forward to sharing these with you throughout the year.

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Conductor Jamie Harris pictured by the walls in St David’s House which have been painted to match Five Pillars colours.

Wall colours match three core values A

colourful makeover of the Conductor Managers’ office in Cardiff is reinforcing the message of the new company Values. The clerical area on the fifth floor of St David’s House has been themed with three of the special shades which promote the core vision of the business strategy.

The walls incorporate navy blue (Inspire), light blue (Deliver) and purple (Commit) to provide a smarter and more welcoming environment.

“We wanted a more corporate look so when it came to choosing colours I made sure that three of them matched the new Values,” said

Alison Thomas, Conductor Manager.

“We have created a cleaner, more professional ambience which we plan to enhance further with some illustrations showcasing the Five Pillars.”

There is a possibility that Arriva Trains Wales may be required at some stage to vacate St David’s House due to the Central Square redevelopment works outside the building, though 12 months notice would have to be given (see Mike Tapscott column page eight).

But Alison said:“If we do have to move at some future point this makeover has set the standard for the new accommodation.”

Toilet overhaul wins Edrees an award EDREES Ahmed, Category 4 Vehicle Builder at Canton Depot, won a Spotlight Award for devising a toilet overhaul which is now being rolled out to other Class 142 units.

Kattar Singh, Customer Service Advisor,

was a runner-up for helping the BTP arrest the perpetrator of an assault.

Runner-up places also went to Customer Service Advisors Philip Ward and Marcus Keeping who reacted quickly when they saw a customer in danger on the line.

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Strategy outlines safety initiatives for year A

Safety, Health and Wellbeing Plan 2016-17 has been launched. The document, which sets out the company’s commitment over the next 12 months to deliver its key safety objectives, has been sent to all Heads of Department and Depots.

The Plan highlights a number of initiatives including the roll-out of a safety excellence programme across all aspects of the business.

It also sets out the launch of a full review of Platform Train Interface (PTI) risks across the Arriva Trains Wales network.

A key message of Plan states:“We care for people’s safety and wellbeing. We will be proactive in dealing with unsafe acts and conditions.”

The development of the key objectives in the Plan is being monitored on a monthly basis at Safety Executive meetings.

Meanwhile Safety Roadshows have been held at stations including Cardiff, Swansea, Machynlleth, Holyhead, Chester and Shrewsbury.

The roadshows provided an open forum for employees to raise any concerns or give feedback.

Staff in attendance were supplied with Participate, Engage and Challenge packs which included guidance on topics such as diesel engine exhaust emissions, noise, skin and dermatitis and hand arm vibration.

Employees at a Safety Roadshow held at Chester station.

Above, Shelley Roberts, Safety Improvement Manager for the North, gives out information to Resource Team Manager Fred Nye. Left, Safety Assurance Manager Dave Lowes, left, talks with Conductor Gary Greathead who called in at the event to ask questions relating to safety in the workplace.

Motivated people wanted for next MaDe programme THE search is on for committed, enthusiastic and motivated individuals to take part in the next MaDe programme.

The scheme is a 12-month management development programme aimed at non-management grade employees who are looking to become Team Leaders and First Line Managers of the future.

The programme combines workshops, self-development activities, mentoring

and project work to develop managerial skills and raise the individual’s business awareness.

MaDe courses have always been successful and, although they demand a lot of personal commitment from participants, the feedback has always been extremely positive. People taking part get the chance to meet and ask questions of directors and senior managers, work-shadow different areas of

the business and complete a work-based project during the year-long course.

One-to-one coaching is at the heart of developing leadership skills.Twelve places are available for the programme which starts in early 2017 so prospective delegates are being asked to look out for application forms.

Anyone with questions should contact their line manager or submit them to MADE@arrivatw.co.uk ASPECT Summer 2016

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Fleet Production Manager Dave Watts by the board which shows that Holyhead Depot has passed the safety milestone of 2,000 days without a lost time accident.

Certas Tanker Driver Rod Taylor fills up fuel storage tanks at the Depot.

Shunter Clive Lloyd uses his fob to access the Jigsaw smart fuelling system which automatically records fuel usage and sends data via the web. Clive is also featured on the cover of Aspect.

Fitter Ian Morris at Holyhead station to carry out a running repair on a train.

Small close-knit depot team are

The new state-of-the-art train wash.

in big league for safety T

The Depot van is loaded up ready to go out to carry out a train repair on the North Wales coast line.

HEY are a small close-knit “family”– but the engineering team at Holyhead are in the big league when it comes to safety.

The Engineering Depot on the westernmost tip of the Isle of Anglesey has posted an impressive 2,000-plus days and counting without a Lost Time Accident.

A general view of the Holyhead Depot.

Inset, the signage at the entrance.

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The 13-strong workforce has been praised along with colleagues at Machynlleth Depot for an “incredible” safety culture which is deeply ingrained.

They have been taken for a celebration night out by Fleet Production Manager Dave Watts in recognition of their safety excellence – and also for the high-achieving train maintenance service they provide.

During the 7pm-7am night shifts the Holyhead engineers service Arriva Trains Wales rolling stock including Voyagers, Class 175s, 158s and occasionally Class 150s.

The loco-hauled Class 67 stock of the North-South Premier Service, which is stabled at Holyhead, gets a nightly inspection. The Depot also provides a nightly service to Bombardier/Virgin Trains’ Class 22X units.

The team of three shunters, four team leaders and six fitters pull out all the stops to ensure availability for Arriva Trains Wales and Virgin – and they have received emails of support from Bombardier for the service they deliver.

According to one of the team leaders, Arfon Jones, the secret to

success is rooted in the attitude of the employees.“We’re a close-knit team where everybody knows each other,” he said.“Most people live in the same town, they are friends and they even send each other Christmas Cards every year.

“We place a big emphasis on safety and go the extra mile to adhere to all safety regulations.”

The Depot runs a 24-hour operation, with a team leader on duty during the day carrying out maintenance and office duties and covering the need for emergency call-outs.

A van is on stand-by for use when an engineer needs to go out to the North Wales coast line or the Conwy Valley line to carry out running repairs.

The two sheds at the Depot combine to hold a five-car Voyager on Road 1 with its pit, and a three-car unit on Road 2.

A state-of-the-art train wash has recently been installed, almost unique in the UK because it cleans front and back as well as on the sides.

“Both Holyhead and Machynlleth Depots provide an excellent customer experience every day and night,” added Dave.

“Very rarely do we see a service not met due to a fleet issue.”

Keeping the inspection pits clean is part of the Depot’s safety culture.

Regular safety checks are made on the new train wash.

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Fleet Production Manager Dave Watts by the board which shows that Holyhead Depot has passed the safety milestone of 2,000 days without a lost time accident.

Certas Tanker Driver Rod Taylor fills up fuel storage tanks at the Depot.

Shunter Clive Lloyd uses his fob to access the Jigsaw smart fuelling system which automatically records fuel usage and sends data via the web. Clive is also featured on the cover of Aspect.

Fitter Ian Morris at Holyhead station to carry out a running repair on a train.

Small close-knit depot team are

The new state-of-the-art train wash.

in big league for safety T

The Depot van is loaded up ready to go out to carry out a train repair on the North Wales coast line.

HEY are a small close-knit “family”– but the engineering team at Holyhead are in the big league when it comes to safety.

The Engineering Depot on the westernmost tip of the Isle of Anglesey has posted an impressive 2,000-plus days and counting without a Lost Time Accident.

A general view of the Holyhead Depot.

Inset, the signage at the entrance.

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The 13-strong workforce has been praised along with colleagues at Machynlleth Depot for an “incredible” safety culture which is deeply ingrained.

They have been taken for a celebration night out by Fleet Production Manager Dave Watts in recognition of their safety excellence – and also for the high-achieving train maintenance service they provide.

During the 7pm-7am night shifts the Holyhead engineers service Arriva Trains Wales rolling stock including Voyagers, Class 175s, 158s and occasionally Class 150s.

The loco-hauled Class 67 stock of the North-South Premier Service, which is stabled at Holyhead, gets a nightly inspection. The Depot also provides a nightly service to Bombardier/Virgin Trains’ Class 22X units.

The team of three shunters, four team leaders and six fitters pull out all the stops to ensure availability for Arriva Trains Wales and Virgin – and they have received emails of support from Bombardier for the service they deliver.

According to one of the team leaders, Arfon Jones, the secret to

success is rooted in the attitude of the employees.“We’re a close-knit team where everybody knows each other,” he said.“Most people live in the same town, they are friends and they even send each other Christmas Cards every year.

“We place a big emphasis on safety and go the extra mile to adhere to all safety regulations.”

The Depot runs a 24-hour operation, with a team leader on duty during the day carrying out maintenance and office duties and covering the need for emergency call-outs.

A van is on stand-by for use when an engineer needs to go out to the North Wales coast line or the Conwy Valley line to carry out running repairs.

The two sheds at the Depot combine to hold a five-car Voyager on Road 1 with its pit, and a three-car unit on Road 2.

A state-of-the-art train wash has recently been installed, almost unique in the UK because it cleans front and back as well as on the sides.

“Both Holyhead and Machynlleth Depots provide an excellent customer experience every day and night,” added Dave.

“Very rarely do we see a service not met due to a fleet issue.”

Keeping the inspection pits clean is part of the Depot’s safety culture.

Regular safety checks are made on the new train wash.

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By Projects and Planning Director MIKE TAPSCOTT

Extra airport services are set to take flight AFTER years of dedicated work by the train planning team and the business overall, I am delighted to say that Arriva Trains Wales has been granted permission to run additional services into Manchester Airport.

This has been a long-held aspiration of the franchise and finally Arriva Trains Wales can run an additional 40 services a week, boosting intermodal transportation links for the North Wales region, improving the customer experience and growing revenue for the business.

The redevelopment in Central Square, in front of Cardiff Central station, continues apace.

The new No 1 Office block has been opened, construction work on the new BBC Studios and No 2 Building are underway and shortly work will commence on the demolition of Marland House, which will become the Cardiff Bus interchange.

These developments have had an impact on traincrew walking routes from St David’s House (SDH) and I am very grateful for colleagues’ co-operation regarding any inconvenience this has caused.

Furthermore, you may have possibly heard that Arriva Trains Wales may be required to vacate SDH due to the Central Square redevelopment activities.

Under the terms of our current lease with Cardiff Council at SDH we are required to be given at least 12 months to vacate.

At the time of writing we have not received notice to vacate.

Mindful of this possibility, alternative accommodation options are being evaluated to rehouse the SDH functions, should it become a reality.

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Conductor Dan Meade talks with customer Leanne Gray about busy trains at Cardiff Central station.

It’s vital customers are kept informed A

RRIVA Trains Wales employees are being given detailed information to help them provide a full answer to some of the most frequently-asked customer queries.

The Busy Trains Project being led by Head of Conductors Andrew Williams provides traincrew with a set of Frequently Asked Questions (FAQs) together with responses.

One of them informs traincrew as to why the company is currently unable to source additional rolling stock and another highlights the current challenges when it comes to strengthening trains.

It is explained how Department for Transport specifications regulate fleet size, and how safety and line incident issues can lead to the short-forming of services.

The FAQ approach will shortly be extended to customers, through both Arriva Trains Wales’ social media network and its website.

Andrew said:“Less than five per cent of Arriva Trains Wales services are overcrowded on a regular basis, but we recognise that this is

one of the major drivers of customer dissatisfaction. This can be a challenge for onboard staff and stations team in terms of managing customers’ expectations.

“As well as discussing the franchise specifications I have also provided some guidance and tips as to what traincrew can do to help manage a very full train, so that they can carry out their roles safely and efficiently.”

Conductors are advised to offer an apology where trains are short-formed, ask people to move along carriages in busy trains and make onboard announcements letting passengers know about forthcoming local events and high-profile tournaments.

Stations teams are being advised to inform both Control and the next station if a train is full and standing. The Busy Trains Project is looking at ways of working together as a business to ease the pressure on Arriva Trains Wales’ busiest trains. It is linked to company wide initiatives to make customers aware of off-peak alternatives and offers.

Course supports career development Evolve – a new-style management development programme of nine modules – is underway after a successful pilot.

The course is open to all new-to-role and existing managers. It is designed to

support their development further and improve their current skills and knowledge. Evolve, which runs in addition to the existing MaDe courses, is also being offered to supervisors and people on secondments.

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It’s not sign of weakness to seek help C

ARL Manley has a clear message for his colleagues after emerging from a period of personal difficulties: it’s not a sign of weakness to seek help. The Canton Shunter Driver is urging employees to contact their line manager or the Employee Assistance Provider, Health Assured, if they are worried by circumstances outside work.

Carl is now back on duty after taking a period of time away from his job with the support of his managers. He was going through a relationship break-up when his partner started sending suicidal messages to him while he was at work.

As a result of taking his eye off the job for a split-second a derailment happened and he faced disciplinary proceedings.

“A millisecond lapse in concentration was all it took,” said Carl.“Thankfully my managers could appreciate that the personal

situation was a factor that contributed to my mistake.

“The company has been absolutely fantastic and my colleagues have been really supportive – but I would not want anyone else to be unaware that help is available.

“It might have been a different story if I had spoken to someone when I realised the way things were going.”

Carl, who says he wants to end the stigma of people flagging up problems like his, added:“It’s not a sign of weakness to seek help.”

Malcolm Phillips, Canton Depot Operations Manager, said:“It was pleasing that Carl could confide in me so that I could offer him support during a very difficult time in his life. As a result he has been able to put the incident behind him and to continue in the role he enjoys.”

■ Anyone wishing to contact Health Assured can phone 0800 023 4742.

Shunter Driver Carl Manley back working at Canton Depot.

Chaplain returns home to Wales IT is a case of coming “back home” for the new Railway Mission Chaplain covering the Wales and Marches area.

Simon Evans was born in North Cornelly near Porthcawl and studied theology at Bangor University before moving away.

After a time in Denmark where he was a church leader and met his wife, followed by four years as a Minister of a City Church in Plymouth, Rev Evans is now returning to his home turf.

“It’s a joy to be back home in Wales, and to serve the rail networks,” said Simon.

“I have come full circle and have returned back to Wales with my family.”

The father-of-four has had a varied church career, pioneering a project for people with troubled backgrounds in his home village just after leaving University and then working as a youth pastor and children’s worker in Denmark.

In his new role as Railway Mission Chaplain Simon is getting out and about round the depots.“I am here

for all staff, as a support to them,” he said.“From time to time I will call in but for anyone who needs a chat I am at the end of a phone.”

■ Simon can be reached on 07718-971916.

Railway Mission Chaplain Simon Evans out and about meeting Arriva Train Wales employees.

All smiles at annual comedy fest ARRIVA Trains Wales’ £10,000 sponsorship of the annual Machynlleth Comedy Festival was a great success.

Many staff and stakeholders took advantage of free tickets for the event, which attracted 6,000 visitors – many arriving by train.

Following the festival, which featured a host of top comedy stars including Sarah Millican, Josh Widdecombe and Mark Watson, the organisers thanked the company for its support which included banners and flags.

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Five minutes with Nick DiMauro Nick, one of five Shift Production Managers at Canton, takes time out to answer our questions. Nick is responsible for the management and welfare of the Fleet Maintenance and Operations Team Leaders and their teams.

Nick DiMauro outside Canton Depot.

Please describe a typical shift.

I arrive at work ready for a shift handover where key information is communicated between the outgoing and incoming Shift Team Leaders and Production Managers. It is my job to review the workload and prioritise so that the Team Leaders can pass on the selected tasks to their maintenance teams. I attend a planning meeting where we look at the next three days’ workload plan, I chair a Canton Local Representative Meeting, answer my emails and follow up any actions. My day ends with a write-up of my handover notes and a review of our day’s targets.

What is the best aspect of your job?

Every shift is different. I’m lucky enough to work with a great group of lads some of whom I have worked with for more than 30 years.

What is the most unusual thing that happened to you at work?

While removing passenger seat bases from a Class 158 unit as part of a refurbishment I came across a live dwarf Gecko about the size of a pen lid. I put it in a box and took it to a pet shop.

Which famous people alive or dead would you invite to a dinner party?

Billy Connolly for his humorous tales, Stevie Wonder for the background music and Gino D’Acampo for the food.

How do you relax?

Spending quality time with my family, socialising with friends, DIY and the odd camping trip.

What are your favourite music and films?

I have a really diverse taste in music – pop, Motown and soul, even a bit of opera. I like most comedies, sci-fi movies and thrillers.

What is your most valuable possession?

Probably my car. My wife told me it’s her and the kids but I said they were precious not possessions, so it must be my car.

What did you want to be when you were growing up?

Between the ages of one and five I wanted to be Batman and between five and 10 a fireman. I settled for becoming a mechanic

after discovering in my early teens my ability to repair things that I had broken.

If you could go back in time what period would you choose to go back to and why?

I think I would like to stay the same age but go back to the 80s as I think it was just a nicer place back then.

What is your favourite place in the world?

A beautiful little village in Sicily called Melilli where my family are from.

What’s the best bit of advice you have ever been given?

It was probably given during the time that we all had to re-apply for our jobs during reorganisation many years ago. My wife told me to aim little higher, just go for it, so I applied for the Production Manager’s job, got it, and the rest is history.

Soccer teams are up for the cup at national tournament TEAMS from Arriva Trains Wales are entering the XC Cup, the biggest football tournament in the rail industry which is organised by Arriva Group colleagues at CrossCountry Trains.

Teams from CrossCountry, Arriva and other UK-wide train operating companies are coming together in Birmingham on Saturday July 9 to take part in the event which offers family fun

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in an atmosphere of friendly competition. This year for the first time there is a wellbeing area, which will give players and spectators the chance to learn more about the best ways to keep healthy as well as providing a range of giveaways and offers.

The six-a-side tournament takes place between 1030-1700 at Birmingham University sports pitches and 32 teams

are scheduled to take part.

The XC Cup was set up by CrossCountry eight years ago and has grown in popularity with a hog roast, barbecue and bar alongside the competition where two trophies are up for grabs.

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E-newsletter update on Five Pillars

Senior Customer Relations Advisor Paul Valente and Customer Relations Manager Amber Sutton with the Customer Experience Map at St Mary’s House.

Map shows way to

a better service A

specially-commissioned map is helping Arriva Trains Wales employees put themselves in customers’ shoes. The Customer Experience Map shows the various “touchpoints” that passengers have with staff when they take a journey.

By highlighting the various interactions customers might have as they travel by train the map makes it easier to see the various elements of the journey

experience. It also helps determine areas where customer service could be enhanced to benefit customers.“As well as helping us understand where there are areas for improvement, the map is also to be used when training new starters in the business,” said Head of Customer Experience Barry Lloyd.

“We also use it as a reference point in all of our Customer Experience pillar meetings so that the decisions we make will

improve the customer journey.”

The marketing agency which created the map spoke to various Arriva Trains Wales staff and customers in focus groups before compiling the final version. The map includes customers’ research before they travel and the feedback they supply after their journey.

Anyone who would like to suggest a change or addition to the map should contact Barry on barry.lloyd@arrivatw.co.uk

GO to Pillar Talk online and discover a treasure trove of useful information and links.

Regular visitors to the site are finding that Arriva Trains Wales’ fortnightly e-Newsletter has interesting information on topics such as business and project initiatives, news about colleagues and the latest staff offers.

Graham Mullock, Customer Service Advisor at Chester, commented:“It’s really useful to have the newsletter giving us links to promotions and the Arriva benefits site The Village.

It collates information that might not be immediately available to frontline and barrier staff.”

Employees are also being informed about what’s happening under the Five Pillars strategy through Pillar Talk updates.

The smartphone-friendly news briefing, which was named from a suggestion

by Projects Interface Manager Frank Slater, reflects the company’s commitment to improving staff communication.

Pillar Talk is interactive with links to videos and the chance for people to make comments on articles and give them a “like” if they find them interesting.

Eagle-eyed photographer captures images of red kites PHOTOGRAPHER Paul Frimston has set his sights on capturing images of rare red kites in their natural habitat.

The Carmarthen based Conductor takes regular trips to nearby Brechfa Forest and Llanllwni Mountain where the distinctive birds of prey have been re-introduced into the wild.

He secretes himself into hiding places near to potential food

sources and waits for the birds to swoop.

He admits the technique can be a bit “hit and miss” but has led to some wonderfully detailed and close-up shots on occasions. Paul used to be the official photographer for the Royal International Air Tattoo at RAF Fairford, in Gloucestershire, where he took pictures of aviation classics.

But a couple of years ago he swapped one

aerial hobby for another in his search for the red kite. He said: “We are lucky enough to live near to an area where the red kite has been re-introduced.

“Sometimes they fly over our house but I really like getting up on

the mountain and into the forest to take pictures of them. They are scavengers, so I

often hide near to road kill or dead wildlife and wait for them to fly by to snap them.

“The best shot I have taken is of a red kite hovering on the wing and it seems to be looking right down my lens.” (pictured above).

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Dave is now performing to audiences of thousands

Lee Howard with his son Owen whose rugby team are sponsored by Arriva Trains Wales.

Rugby helps tackle

language skills L

EE Howard took on a new challenge when he agreed to help out at his son’s rugby matches.

The Cricc rugby club in Cardiff is exclusively Welsh-speaking – and the Canton Technical Support Engineer only had a smattering of the language.

Nevertheless, Lee is determined to learn his native tongue and he has already mastered a few key phrases.

It means he is able to accompany his seven-year-old youngster Owen to the Cardiff High School Old Boys ground in Whitchurch where he plays, and give valuable assistance behind the scenes.

“The Cricc club was looking for volunteers so I put myself forward,” said Lee.“I am trying my best to become fluent at Welsh so that I can contribute more effectively in the training

sessions. Some of the other dads are stronger at the language and they help out.”

On the training pitch Lee is able to pass on basic skills he learned himself in his younger days when he played as centre or full back. He also helps set the kit out before matches.

Arriva Trains Wales is sponsoring Cricc’s young rugby players towards the cost of their new jerseys.

Straits raft race boosts hospice charity TWO Arriva Trains Wales teams took part in the annual Great Strait Raft Run on the Menai Straits off Anglesey, raising money for the Hope House children’s hospices charity in the process.

On the home-made rafts were employees from across the network including Driver Performance Managers, Driver Team Managers, Drivers, Conductors, Station

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Managers and Station Supervisors.

Fleet engineers put together one of the rafts in Holyhead using recycled barrels which were sent up from Canton depot.

“The race went very well,” said Llandudno Junction Driver Team Manager Barry Davies.“Although we didn’t win the race we are in a position where next year the title could be ours.”

TUNEFUL Driver Dave Bevan has performed in front of thousands of people across the UK and Europe as part of one of Wales’ most popular vocal ensembles.

Dave, aged 61, who is based at Rhymney Depot, has been a member of the Aber Valley Male Voice Choir for the last five years.

The second tenor takes his place alongside 50 more vocalists who regularly perform around the country in front of large audiences.

His most memorable performance to date was as part of the Inter-Celtic Festival, in Lorient, France, last year. There the choir took to the stage in front of an 8,000-strong audience.

A former Royal Marine and rugby player, Dave says that singing has always been in his blood but it was only in more recent years he decided to join a choir.

“Being part of the armed forces and playing rugby meant I always found myself involved in a sing-song after manoeuvres or post match,” he said.

“But about five years ago I was at a friend’s retirement party and the choir was performing. They were recruiting, one thing led to another and I joined up.

“It has been a fantastic experience so far. I love all the music that we sing and the harmonies really do make the hairs stand up on your arms and the back of your neck.”

Have you got news for us?

IF you have a story for Aspect please contact Internal Communications Manager Katrina Tzannis by emailing katrina.tzannis @arrivatw.co.uk or call 02920 720687.