High 5 Winter 2015 by i•creation

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Winter 2015

The magazine for First people across Norfolk and Suffolk

e l c y c c i t a t s joins

y t i r a ch e g n e l l a ch GES CENTRE PA

A copy of High 5 has been printed for

EVERY EMPLOYEE Please take your copy to keep.

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Well done to staff for giving time to fundraise By Business Director

Steve Wickers

WELCOME to winter issue of High 5, the staff magazine for First Eastern Counties. Again in this edition there are some great stories of our staff dedicating time to raise money for charity. Well done to all! I am delighted to announce two new appointments – Recruitment and Training Manager Graham Williams and Marketing Manager David Jordan. (See articles on pages three and four). I am pleased to see the arrival of 11 new eco-friendly Streetlite vehicles into the Norwich fleet providing our drivers and customers with a much more comfortable riding experience. Our free WiFi also keeps passengers connected. This is a significant investment of £1.9 million and part of a longer term vehicle upgrade plan. Well done to all drivers in achieving DriveGreen ‘green’ status. This is a testament to our professional driving standards and training regime which provides customers with a much smoother journey. As you are aware, we have recently introduced mTicketing across all our networks in Norfolk and Suffolk providing customers with alternative ticketing options. This has already been successful at the University of East Anglia with significant student usage and assists drivers with quicker boarding times. I am proud of our company being in the spotlight at two awards ceremonies this year which reinforces the hard work and commitment of every employee every day of the year. Please keep sending details of your hobbies, interests and achievements for future issues of High 5.

WINTER 2015

Fundraising run in son’s memory HELDON Rees has taken part in the Great North Run for four years in a row – in memory of the young son he and his wife sadly lost. Norwich depot’s Interim Staff Manager enters the famous half marathon to raise money for Great Ormond Street Hospital. His youngster was treated there for a heart defect before he passed away in 2012. “The hospital is an incredible place and it was an incredible eye-opener when I used to visit,” said Sheldon. “It’s a worthy cause and the Great Ormond Street Hospital Children’s Charity is on the list of the run’s chosen charities.” Participants in the 13.1 mile run from Newcastle upon Tyne to South Shields, reached by crossing the iconic Tyne Bridge, can commit to doing their bit towards raising the £60 million needed every year to help rebuild and refurbish the hospital. Sheldon improved his time by 15 minutes in the 2015 Great North Run, benefiting from the favourable weather conditions.“I thought it was easier than before this time around,” he said. “It must be because I am Sheldon Rees on a getting used to it!” training run Sheldon does circuit training in Caistertwice a week to get ready for the on-Sea. challenge, and he also runs in the lanes around Caister-on-Sea where he lives.

Eco-friendly buses go into service

One of the new Streetlites.

ULTRA-MODERN new buses are going into service on First Eastern Counties’ Norwich Network Green Line. The Mayor of Wymondham, Councillor Joe Mooney, officially unveiled the first of 11 state-of-the-art Streetlites costing £1.9 million for the key city centre bus corridor between Norwich and Wymondham. The single deckers are fitted with Euro 6 engines, designed to produce less emissions of carbon monoxide, oxides of nitrogen and particulate matter. Passengers will benefit from comfy leather seats and head rests, CCTV and WiFi. As well as dedicated space for wheelchair users, there is also extra space for pushchairs.

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Aiming to attract new business

Driver Rod Davis shows Norwich’s overall DriveGreen score which gives the depot amber status.

Even more drivers

go into green ORE and more drivers at Norwich are going into green thanks to an increased focus on safe and fuel-efficient driving. A total of 104 out of 250 have reached the highest standard under the company’s DriveGreen scheme which uses onboard sensors to monitor smooth and eco-friendly driving. The impressive figure has been achieved by a sustained programme of raising awareness in Green Road at the depot. “We are letting our drivers take ownership, making them aware Fleet of how much their driving skills Elite Driver benefit the company,” said Adam Hollis with a Smith DriveGreen Champion Lee Five Keys Howes, who is also Assistant poster. Operations Manager. “More are moving from amber to green each week, responding review meeting where they are to the benefits of the DriveGreen given tips on how to improve their reward scheme. A weekly draw is rating. held for the top achievers, with “The depot’s overall two prizes of £45 each on offer.” DriveGreen score is featured Lee and the Depot Controllers on the notice board on the have regular DriveGreen main depot entrance, and conversations with drivers, with updated every day,” said Lee. good results being praised. “We also work closely with Currently there are 109 drivers the training team to make in amber. If people need extra sure new starters are support they are called in for a educated on Green Road.”

FIRST Eastern Counties’ new Marketing Manager has the perfect credentials to help the company attract new business and improve customer focus. Not only is David Jordan a life-long fan of buses, he also has behind-the-wheel experience. When he was at university he drove school buses in his spare time. After spending time in the educational sector where he taught design at GCSE level, he entered the bus world with Anglian Bus as a Driver and then Commercial Officer. Chelmsford-born David, who moved to Norwich when he was nine, is relishing his new role where he will be able to capitalise on his graphic design background and his detailed knowledge of the area. “I have been interested in the bus industry as long as I can remember,” he said. “Although I always enjoyed riding around on buses my focus has moved on to branding, timetables and the marketing side. “I am really looking forward to helping to grow revenue and improve our engagement with our customers.” David is on the committee of the East Anglia Transport Museum, where he was the youngest-ever Chairman.

Extra care DRIVERS are being advised to take extra care with preparation during the winter weather. “With the shorter days it’s vital that people give themselves good braking distance, make sure their brakes are working and check their windscreens are clear,” said Employee Director Jimmy Groombridge.

Norwich’s high achievers have also shown skill in conforming to the Smith System which is central to achieving CPC periodic driver qualification at Norwich. The Smith Five Keys promote safe and efficient driving by encouraging drivers to aim high in steering, get the big picture, keep their eyes moving, leave themselves an out and make sure they can be seen.

Charity Ball MEMBERS of the X1 social club at King’s Lynn depot attended the first Mind Charity Ball on a Casino Royale theme. They took two tables and had fun at a casino table sponsored by First Eastern Counties.

WINTER 2015

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Batman, aka Driver Steve York, receives a donation from a passer-by at the static cycle challenge.

Driver Prince Ankrah puts in a spinning stint with a smile.

Artistic way of saying thanks

Plan to make driver training even better A new driver training programme is to be launched at First Eastern Counties in the New Year. It will be led by the new Recruitment and Training Manager Graham Williams. Graham has gained swift promotion through the company since he joined after relocating to Great Yarmouth from his previous job with Metrobus where he was a bus driving instructor and lead trainer. After starting as a driver, he was appointed driver trainer in May and has now taken up the lead role of Recruitment Training Manager at the Training School. His team includes Examiner Phil Smith and two full-time instructors, with two new relief instructors starting in December. “We are aiming to give trainees a better and more realistic experience of what the driving job entails,” said Kent-born Graham. “Our goal is to change driving attitudes and change the public perception of a driver.”

Great way to get value for money EMPLOYEES can make big savings on everything from the weekly shop, cinema tickets and even holidays thanks to the First Bus My Rewards scheme. Partners offering discounts as well as exclusive deals already include Thomas Cook, Expedia, Toys R Us, M&S, Currys and PC World as well as Asda, Sainsbury’s, Boots, B&Q, Argos and Pizza Express. The scheme, designed to help staff squeeze value out of every pound in their pay packet, also offers free UK bus travel, money off rail fares and useful information on pay and pensions. Signing up is simple – just log on at firstmy rewards.com with your National Insurance Number and get saving straight away.

In the spotlight at national awards FIRST Eastern Counties was in the spotlight at two sets of recent awards. The company was in the running for Large Operator of the Year at the routeONE awards, with Business Director Steve Wickers, Hugo Forster, General Manager for Norfolk and Lowestoft, South-East and Midlands, and Chris Speed, Safety, Environment and Facilities Manager, attending the ceremony in Birmingham. Meanwhile Steve Wickers, AVL Analyst Adrian Flint and Network Officer Paul Martin went to the National Transport Awards in London as guests of VIX Technology. VIX were shortlisted in the Transport Supplier of the Year category for their work in supplying electronic ticketing machines with real time information for drivers at First Eastern Counties and First Essex.

WINTER 2015

Drivers Rob Brown and Steve York receive more donations for their charity collection boxes.

Super effort to complete

Driver Alan Byfield enjoys the his cycle session.

25 hour fundraiser OME of them dressed as superheroes, others wore sports gear or tracksuits... all of them cycled their hearts out to raise money for Prostate Cancer UK. In a genuinely super effort to support FirstGroup’s designated charity, 24 volunteers raised £1,344 in a round-theclock static cycle event at Ipswich. The 25 hour marathon began in a party atmosphere on the morning of Event Saturday October 24 at 10am, with organisers the two exercise bikes positioned Alison Clark, left, in full view of the public at the and Kirsten Elliot bus exchange next to the depot. were among the A gazebo and a huge sign first to start advertised the cause, mascot the cycling Freddie the Frog strutted his stuff marathon. and the public responded by giving generously as they stopped to support the cyclists, some of them even joining in to boogie to the music. On offer were cakes which had been specially baked and decorated with the PCUK logo made out of rice paper. The cycling began with the participants taking it in shifts, two at a time and putting in gruelling stints. When darkness fell the bikes were transferred to the canteen, and the final pair of fundraisers signed off on Sunday October 25 at 10am – 25 hours after starting because the clocks went back mid-cycle. Four drivers gave sleep a miss to stay Alison, who set up Facebook and for the full 25 hours – organisers Alison justgiving pages for the event. Clark and Kirsten Elliot (dressed as “There was a fantastic response by all Spiderman), joined by Steve York those involved, including 33 drivers and (Batman) and Rob Brown (The Joker). various other grades, and the public. Even “The cyclists and their supporters kept Business Director Steve Wickers joined in! each other motivated and happy,” said “Team spirit throughout was excellent –

CHILDREN drew on their artistic talents to say thank you for a gift to their Great Yarmouth school from First Eastern Counties. A donation of surplus paper was made to Southtown First School when Lowestoft depot became aware of their requirements. Around 15 reams of plain white A3 paper, inherited from a previous regime, had been taking up office space at the depot for a number of years. The partner of one of the drivers, who works at Southtown First, had mentioned that the school was on a tight budget after restructuring. “We had reams of paper surplus to requirements so we asked her to see whether the Head Teacher could make use of it,” said Relief Controller Lawrence Collins. “They were over the moon because it is saving them a huge amount.” As a token of their appreciation a number of the children at the school, aged between four and eight, have painted pictures on a bus theme and presented them to the depot. The Head Teacher sent in a letter of appreciation to Danny Beales, Great Yarmouth and Lowestoft Depot Operations Manager. “The pictures are all very colourful, showing double deckers with smiling passengers at the windows,” said Lawrence. “It’s great that the pupils have got involved because they are our passengers of the future.”

Romantic ride on Routemaster ROUTEMASTER buses from First Eastern Counties have recently been used at weddings by two couples looking for something different on their big day. The first pair took their vows at the Assembly House in Norwich, with travel arrangements specially tailored by the bus company to avoid traffic congestion caused by the Norwich Pride parade which went past the venue. People participating in the parade stopped to chat with the driver and conductor as they waited outside while the ceremony took place. A second couple travelled by a Routemaster to Norwich Register Office for their nuptials.

Work underway special thanks to Drivers Stuart Brown and Chris Daniels, together with Semi-skilled Fitter Joe Thorpe, for being there through the whole night. “Driver Richard Calver was on hand to supply the cyclists with water and cakes.”

First mascot Freddie the Frog was on hand to receive a donation from customer Carol Seaman.

WORK is well underway to turn the ground floor of the Davey House headquarters in Norwich into a Travel Shop run by the Customer Services Department. Alterations are being made to create a customer friendly waiting area and the refurbishment is now in its second stage with the scaffolding removed.

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Batman, aka Driver Steve York, receives a donation from a passer-by at the static cycle challenge.

Driver Prince Ankrah puts in a spinning stint with a smile.

Artistic way of saying thanks

WINTER 2015

Drivers Rob Brown and Steve York receive more donations for their charity collection boxes.

Super effort to complete

Driver Alan Byfield enjoys the his cycle session.

First mascot Freddie the Frog was on hand to receive a donation from customer Carol Seaman.

WINTER 2015

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Moving safety performance to the next level A major campaign to engage colleagues around the country in moving safety performance to the next level will be rolled out early in 2016. The aim is to focus on safety and involve all employees in eliminating serious injuries and fatalities in the workplace by reinforcing and developing positive behaviour. New Head of Safety Angus Glasby said: “I have spent time visiting different sites.

“It is clear there is an enthusiasm and commitment to safety at all levels. “I am keen to build on this and over the coming months everyone will see a greater emphasis on changing workplace behaviours. The aim is for us all to take ownership of our own safety and others’ to enable everyone to ‘Be Safe’.” ● Look out for more news of ‘Be Safe’ in the months to come.

Celebrations of success mark a

busy year T’S been another fast-paced but thoroughly enjoyable year. We’ve overcome many challenges, and have more to face, but it’s been a year which has seen lots achieved! Firstly, I am delighted so many colleagues felt inspired and engaged to have their say in the Your Voice survey and on what we need to do to improve the business. We are currently

12,057 respond to staff survey SEVEN out of every ten First Bus employees took part in this year’s Your Voice survey... the biggest response ever. More than 12,000 colleagues took time to give the company their feedback, and a response of this size helps First Bus address areas where employees said improvements were needed. As a result of the fantastic 70 per cent response £22,715 has been donated to Prostate Cancer UK. Now the results are being analysed – they will be reported back and action to address some key issues will begin soon. First Bus Managing Director Giles Fearnley said: “Feedback really does matter and will help us create a better business for everyone.”

WINTER 2015

By First Bus Managing Director

Giles Fearnley Pat Bennett, Worcester Depot Garage Liaison Officer for Unite the Union, with one of the posters promoting the Your Voice survey. working through all the responses we have received. Celebrating success at the inaugural First Bus Excellence Awards was undoubtedly one of the highlights of 2015. We received more than 1,100 nominations for outstanding individuals and teams. All of them deserve thanks and recognition. It was an honour to attend the ceremonies and the winners all now go forward to represent First Bus in the Group’s Be First awards in January. We’ve also celebrated a number of industry award wins in 2015, demonstrating our commitment to the business, our

people and our customers. We are all proud that colleagues’ actions so strongly embody the company’s vision and values: being committed to our customers, accountable for performance, dedicated to safety, supportive of each other and setting the highest standards. Within every one of our businesses, much has been achieved in 2015. We have seen very significant investment (not just in buses!), network changes designed to encourage more people to travel with us, greater use of mobile tickets and in some areas, smart ticketing – amongst

many other things. We have continued to work hard to strengthen the all important relationships we have with our local authority partners. It has been a good year. We do however have much more to do as we strive to our goal of delivering excellent customer service – always. I promise therefore that 2016 will be another busy year! I want to thank everyone for their great contribution through the year and hope all colleagues have a relaxing, enjoyable Christmas and a healthy and prosperous New Year.

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time

Question GARY BAVERSTOCK, Interim Staff Manager at Norwich, takes time out to tell High 5 about his job, his family and his fascination with Star Wars.

What do you like best about your job? I enjoy my job because although sometimes it can be stressful and hard going, you benefit from the friendships of the other drivers and staff. I like the rapport with passengers – there are definitely more positive days then negative. I have met some great friends and I’m happy to have joined a really good team. A passenger shows an mTicket to Norwich Driver Paul McAlpine.

mTicketing

rolls out n mTicketing offer has been widened to include all of Norfolk and Suffolk. Customers can download the app, set up an account and then choose which product they require before showing details of purchase on their mobile to the driver as they get on board. The facility, which applies to all tickets up to annual ones excluding singles and returns, has previously been available in

Ipswich and to students from the University of East Anglia. “For drivers mTicketing means less time required to check the product and quicker boarding times,” said Network Officer Paul Martin. “Customers benefit from greater security because they always have their phones with them – and parents have greater peace of mind knowing their children aren’t having to bother with hard cash.”

What is the most unusual thing that has happened to you at work? When I was a bus driver, moving from Hertfordshire to rural Norfolk, I heard a bang as I was driving along. I stopped the bus when I heard screams from the top deck. Going up to investigate I learned I had hit a pheasant and it had got caught in the bars, causing a young lad to scream and be sick.. How do you relax? I enjoy fishing and watching football. My son Kingsley and I go to see Tottenham Hotspur play as often as possible. I also like to spend time with my fiancée Emma and my three children, just doing simple things like going to the beach for some fish and chips. If you travelled back in time to which era would you go? Not an era as such but more a

galaxy far, far away. I would enter the world of Star Wars and have a chat with Yoda. What is your most valuable possession? I'm not really a material person apart from the trinkets that the children make me, like a CD my daughter Tammy made me of her singing. The most valuable thing to me is my family and friends – without them I’m lost. Which famous people would you invite to a dinner party? I would invite George Lucas and ask him where he got his ideas for Star Wars. How did he come up with the weird names of people and places? I would also invite the former presenters of Top Gear – I can imagine them being really funny. And David Jason, such a fantastic actor. What is the best bit of advice you have ever been given? Always remember to treat people how you want to be treated – taught to me when I was growing up. What is your favourite place in the world? Sounds a bit cheesy but there is nothing better in the world than coming home and being greeted by your family. Home is my favourite place to be.

The right blend for top class customer services A “blended” customer services department is to cover First’s South-East and Midland area together with the South-West area. The current front office teams based in Norwich and Southampton will deal with telephone, email and social media enquiries for their current geographical areas. A back office unit in Norwich will respond to customer complaints, with a Back Office and Depot Liaison Officer overseeing responses to customer

complaints and collaborating with depot managers to solve problems by finding the root cause. “The new system will help us improve the way we handle enquiries at the first point of contact, with the quality of response when things do go wrong greatly improved,” said Sarah Peberday, Head of Customer Communications in the South, who is based remotely across the two sites. “Our aim is to proactively avoid complaints.”

Gary Baverstock pictured at his desk in Norwich depot. WINTER 2015

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Ride-past in support of Legion

Driveforrms into trans

dedicated Ben Hull is a N his day job Counties n er r First East bus driver fo ons he But on occasi in Lowestoft. stler re w e to a fearsom . transforms in ne O d se ur C the s recently known as Hex gby player ha The former ru a lifetime sport, fulfilling a week to taken up the e ic he trains tw d an n, tio bi am the ring. ng six be ready for bs and standi 32 Weighing 0l a is en B ll, es ta feet four inch far unbeaten e – and is so fo le ab id rm fo pected his first unex since he got rin enter the g. opportunity to y ag do and m “I was at a st had r he ot br st friend’s olde g to be a wrestling rin arranged for go, a d said. “I ha available,” he d an – es mov learned a few it I was having before I knew chfield ions at the Li training sess at re entre in G Community C a d an th ou Yarm promoter was putting me forward for bouts.”

TERROR OF THE RING: Ben Hull as his alter ego, wrestler Hex the Cursed One.

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ly given the as immediate The novice w an instructor by l” ul n Ben H nickname “Iro met with such a metald who hit him an at he ended up with a th like resistance . m ar d show – and bruise ts to put on a When he wan dresses up position – Ben impress the op er called Hex with a onst as the big m hite contact and a pure w k as m r he leat . his eyes lens in one of up to a height ots take him bo s hi in fts s weight is Li inches and hi of six feet nine 0 lbs. “My colleagues ve boosted to 35 n Counties ha at First Easter d an e tiv or pp been really su er and niece my mum, sist y biggest are among m added Ben. ,” rs supporte Ben Hull as he is normally seen by colleagues in Lowestoft.

WINTER 2015

A group of dedicated motorcyclists at Norwich used their prized machines to raise money for charity. Led by Engineering Supervisor Colin Hartley on his Honda Goldwing, the bikers took part in a big ride in Cambridge in support of the Royal British Legion. Guided by a police escort they joined 700 other motorcyclists for a ride-past of the American War Cemetery in Madingley as part of the Allied Memorial Remembrance Ride. The outing was their latest in a series of charity rides. Previously the group rode over two days from Ness Point in Suffolk to Land’s End in Cornwall, stopping at First depots along the way. The aim of the trip, taking in the longest day last year, was to celebrate the 100th anniversary of the start of World War One.

Shuttles to the past FIRST Eastern Counties helped festival revellers travel back in time to enjoy the hits of the 80s at the Rewind festival. Shuttle buses were laid on for music lovers who attended the concert at the Royal Norfolk Showground where UB40, M People and Marc Almond strutted their stuff. A week earlier, the same shuttle services had been provided for the Sundown music event at the showground. Both the X1 and the 100 services ran up to every 10 minutes to the festival which featured Rudimental and rapper Tinie Tempah.

Have you got news for us? IF you have a news item to flag up or ideas to shape the future content of High 5 please contact Marketing Manager David Jordan by telephoning 01603 215301.