No.3 • April 2010
INSIDE THIS ISSUE
HARD WORK AND PROFESSIONALISM RECOGNISED AT INDUSTRY AWARDS
IMPRESSIVE On the road with the new ELT: p3
NIGHT VISION A day in the life of Terry Smith: p6
WINNERS! Top class: Jennie Gillespie, managing director John Trayner, Patrick Mitchell and Andy Hemper.
GO-AHEAD London staff were recognised in three out of seven categories at the recent London Bus Awards, held to pay tribute to those who have gone the extra mile in delivering great customer service. Jennie Gillespie, who works on Sutton garage’s 213 service, won the ‘Communication with Passengers’ category for her cheerfulness and caring approach to her job. Jennie’s professionalism has been recognised by both passengers and colleagues. She said: “I was really pleased to be nominated but was sure that one of the other two shortlisted candidates would win. I couldn’t believe it when
I realised I’d won! I enjoy being a bus driver – it’s not hard to be nice to people and it makes the day go more quickly if you’re cheerful.” Andy Hemper, also from Sutton, won the ‘Best Travel Experience’ category. Passengers describe Andy as a driver who makes them feel safe and comfortable, no matter how challenging the circumstances. He recently received praise for helping to defuse passenger conflict on the 93 service, the route he drives on. Andy said: “I’ve entered the National Bus Driver of the Year competition before but this is the first time I’ve been put forward for an award. I was really pleased when they called out my name at
EXTERMINATE… Who’s a big fan of the Doctor?: p8
the ceremony.” Patrick Mitchell’s 40 years of exemplary service was one of the reasons he won the ‘Bus Network Ambassador’ category. Patrick is not only a garage mentor but he also spends a day each month helping to teach handicapped people how to use the bus. Patrick said: “I was delighted to win the award – it’s great to be recognised in this way.” n Jonathan Best (Stockwell), Afonso Carvalho (Waterside Way), Robbie Small and Gerry May (Camberwell) and David Flynn (Stockwell) were also nominated for awards by their local managers.
SPECIAL FEATURE: GO-AHEAD LONDON’S RUNNING SHIFT TEAMS
SERVICE NEWS
G1 route reward for Waterside Way A NEW route is to join Waterside Way, which will effectively double the size of the garage’s fleet and boost driver numbers, too. The G1, which is currently being operated by Abellio, will join Go-Ahead London on May 1. Buses will run from Streatham to Battersea seven days a week. From Monday to Friday, buses will operate every 20 minutes and in the evenings every 30 minutes. On Saturdays, in peak times, buses will run every 20 minutes and the rest of the time it will be every 30 minutes. On Sundays, there will be a half-hourly service. With 10 additional buses joining Waterside
Way (they will be refurbished LDPs from Stockwell) and potentially another 30 drivers, the G1 is set to be a huge boost for the garage. Base manager Keith Faulkner said: “This is very good news for Waterside Way and the fact that we have been chosen to operate the route is a reflection of the hard work put in by the team.” Over at Stockwell, there has been a route loss with Abellio winning the contract to run service 322 (Crystal Palace to Clapham Common). Go-Ahead London has operated the contract for five years and the last day of operation will be on April 30.
n Changes to a series of bus routes on May 1 will result in the closure of the East Thames Mandela Way site: • The N1 service (currently operated entirely by Belvedere) is to be shared with London General’s Mandela Way. • The 42 service will move from East Thames Mandela Way to Camberwell. • The 185 service will move from Belvedere/Mandela Way to Camberwell. • The 108 will move from Belvedere to New Cross.
Gift vouchers are a bonus for top ten performers
Sharing success: Kevin Drake’s performance was rewarded with £100 in gift vouchers. 2
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A CUSTOMER was so impressed with the service provided by Go-Ahead London’s Route 14 drivers that he rewarded them – with a cheque for £1,000! That was just before Christmas and now Putney garage, which operates Route 14, has come up with a way of sharing out the wellearned financial award among the team of drivers. Operating manager Alan McCormack and accident prevention manager Gary Conn analysed driver performance in a number of key areas including their attendance, accident record and RIBAS eco-driving scores. The best 10 drivers each got £100 in High Street gift vouchers. Driver Kevin Drake was one of the drivers who received the reward and he said: “I don’t see myself as anything out of the ordinary so I was very surprised to hear that my performance came out in the top 10. “It’s great to be rewarded for a job that I enjoy. “It’s very rare to have a customer donate money to a garage and unusual for customers to sing our praises, but this has certainly given me a confidence boost. It’s extremely nice to know that I’m doing the job well. “I always set myself a weekly challenge with the RIBAS system and I feel disappointed if I hear more than three beeps from the system in a week. “I appreciated receiving the High Street gift vouchers and treated myself to some music CDs and DVDs.” Route 14 operates from Warren Street Station to Putney Heath.
ON THE ROAD WITH BLUE TRIANGLE’S EAST LONDON TRANSIT ROUTES
Impressive start for new service IT’S BEEN a successful start to the newly created EL1/EL2 route, which began operating out of Blue Triangle garage on February 20. The route is the first phase of The East London Transit (ELT), which will provide fast, frequent and reliable journeys in the Thames Gateway area. Brand new eye-catching double-deck WVL buses have been operating 24 hours a day on the EL1 route between Ilford and Thames View Estate in Barking. The buses, which carry a special red, orange and purple design on the exterior, are also appearing on the EL2 service, which runs from Ilford to Dagenham Docks. Operating manager Peter Russell says the new route commenced without any real problems (there were a couple of issues with toilet facilities on a section of the route) and that the team has performed ‘brilliantly’. He said: “Drivers have warmed to the route and the customers seem to be impressed by the new buses and our standard of service. The smooth running of the route is undoubtedly down to a great deal of hard work and pre-launch preparation.” Two route champions – Anna Holmes and Richard Gedge – have been nominated for the EL1/EL2 route and Bus Talk caught up with them to find out how the first few
weeks have been going. Anna helped with the drivers’ route learning and played a big part in getting the route ready so she’s delighted to see how successful it is. She said: “The feedback from customers has been excellent. I’ve had many, many people compliment the drivers on how professional, smart and friendly they are and that certainly gives the team a great confidence boost. “I think the service is running very well and I’m proud to be a part of it. “The buses are well-designed, comfortable, warm and appealing to look at. The brand new rest-room at Dagenham Docks is good, too – it’s secure, safe and warm.” Richard said: “I love the new route! Everyone is really friendly and I’ve had some brilliant comments from the passengers. They’re impressed by the reliable service and appreciate the six-minute frequency. “I was chosen to take the first bus out on the first day of operation and that was an honour. I do take pride in my role and my appearance and I hope that the customers find me professional. “I think garage operating supervisor Brad Campbell and Peter Russell have done a fantastic job getting the route ready and I think the arrival of the EL1/EL2 has been good for Blue Triangle.”
Good feedback: Anna Holmes.
Our search for a 500 winner begins here… THE challenge is on once again to find the lucky winner of a fabulous Fiat 500 car. For six months, each garage will name a ‘driver of the month’, whose name will be put forward for possible inclusion on the shortlist. Shortlisted candidates will take part in the final, to be held in September at the Millbrook vehicle testing ground. Competitors will battle it out by taking part in several tests, which could include an eco drive, hill climb and a blindfolded drive. At the end of the day, Go-Ahead London’s greenest driver will be named and he or she will win the Fiat 500.
Champion: Richard Gedge (centre) with drivers Steve Lee and Martin Ngonda. BusTalk l April 2010
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FEATURE: RUNNING SHIFT TEAMS WHATEVER the time of day or night, you’ll always find the running shift teams at GoAhead London beavering away. They play a critical role when it comes to keeping safe and well-maintained buses on the road. Safety always comes first at Go-Ahead London, followed by compliance and performance, and teamwork is the key. It’s the job of the engineering department to ensure that they provide their operating colleagues with enough vehicles to satisfy Peak Vehicle Requirement. It is therefore imperative that engineering and operations teams communicate with each other at all times regarding the condition
of vehicles. This ensures that engineering standards are kept high, and that services run smoothly and that lost mileage is kept to a minimum. Chief engineer Richard Harrington says that it’s part of the company’s contractual and legal obligations to run safe and well maintained buses and as well as that, ensure every vehicle has a ramp in working order. In this special feature we catch up with three running shift teams – at Blue Triangle, Camberwell and Putney – to find out what challenges they face each day and how their knowledge and expertise helps them to quickly and safely find a solution.
Keep on… BLUE TRIANGLE
All pulling together
We play to our strengths Engineer John Edwards
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TEAMWORK is everything at Blue Triangle – so says engineering manager Belcher Penfold. “We’re a small, tight-knit team and we all help each other out,” said Belcher. “We also share a sense of pride in our fleet of 65 vehicles.” When the running shift is not dealing with breakdowns, offering roadside assistance or answering queries from members of the operations team, they’re helping with major accident repairs and general maintenance of buses. Belcher said: “The first line of communication is always the driver. If a driver has any concerns about the safety of a vehicle, he or she will stop the bus and call the iBus room. The controller passes on the information to the chargehand and a member of the running shift team makes a judgment on what to do. Engineers are the only people qualified to make that decision. “Sometimes an engineer can speak directly to a driver on the phone. This morning, for example, a blind wasn’t working properly on a WVL so the engineer advised the driver to do a re-set and then the driver was on his way. At other times, roadside assistance is required.” John Edwards is an engineer at Blue Triangle and he says he enjoys working on the running shift. He said: “We all know what our colleagues’ best attributes are so we play to people’s strengths. That makes us a good team. “We’re hot on maintenance here at the garage and that means we don’t get too many breakdowns. We also make a point of sharing information so that communication between shifts is not lost.”
There’s a buzz t the job
…
Supervisor God
We ha Engineering
CAMBERWELL
Twenty four seven WITH A fleet of 152 vehicles to look after the Camberwell running shift is a 24-hour a day operation. The running shift’s busiest time of the day is the early morning run-out when the team’s work can include anything from replacing blown headlights to dealing with a water leak or ensuring that emergency devices are working. Night time is also busy when the vehicles return to the garage. Engineering manager Robbie Small says that it’s thanks to communication between shifts and the support of the operations team that the engineers are able to maintain high standards. “We have three teams at Camberwell who swap over during the day so it’s vital that we talk to each other. We also run a service centre here, where we examine a vehicle in detail every four weeks. “Having a variety of different vehicles in our fleet (such as hybrid buses and
s to b
articulated buses) can bring a range of challenges, but our engineers are skilled at identifying faults and fixing them. “Modern buses are very sophisticated and many of them have up to eight onboard computers. In lay-man’s terms, they work like a telephone exchange so fixing a fault often involves diagnostics by means of a laptop computer.” Godfrey Dunbar is a running shift supervisor at Camberwell and is a great team motivator, with a real passion for keeping lost mileage down. He said: “When you work on the running shift time really does matter. The quicker you can get a bus repaired and going again the better. “Of course, it depends on the defect that you have – and safety is always a top priority. “There is a buzz to the job and that’s why I enjoy it so much. No day is ever the same and you learn something new every day.”
…running!
dfrey Dunbar
PUTNEY
ave to work as a team manager John Hanby
Bring in the heavy brigade THEY’RE always ready to rise to a challenge in the engineering department at Putney… Whether it’s completing accident repairs, fixing broken windows, dealing with electrical and mechanical faults or liaising with manufacturers, the running shift is on hand to help. The storeman is an integral part of the team, making sure that stock levels are adequate and vital parts are sourced. As well as maintaining a fleet of 128 vehicles, and assisting with Waterside Way’s breakdowns, the Putney engineers have the added responsibility of organising Go-Ahead London’s huge tow truck VLT 46. If any company vehicle needs to be towed, it will be an engineer from Putney who comes to the rescue. Brian Shepherd is just one of the engineers who has been HGV trained and recovery trained and is the most experienced of the team when it comes to towing broken-down vehicles. Brian’s been on the buses for nearly 33
years and has worked on the running shift since 1978. He said: “We go all over London with the truck – wherever there is a broken down vehicle that needs towing or a bus that has been involved in an accident. We usually take the bus back to its parent garage, although it depends on the nature of the damage and whether we receive other instructions from the police. “What I most enjoy about my work is that I never know what’s going to happen next. There are always a variety of jobs to do and skills to call on.” Engineering manager John Hanby is quick to praise the team spirit of Putney garage. “It’s a major team effort at Putney – from operations to engineering, all departments work strongly together. “Our main engineering requirement is to meet the service requirements daily ensuring we have enough vehicles available and to do that we all have to work together as a team.” BusTalk l April 2010
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Garages join forces DOCKLANDS garage has been boosted with the arrival of 26 drivers from East London Bus Group following the start of the new 300 Route on March 6. A total of 10 new single-deck SE buses have also entered the fleet as part of the newly awarded Transport for London
contract. The service is running seven days a week on a low frequency from Canning Town to East Ham. Acting operating manager Carl Trainor said: “I’m pleased to say that the transfer went ahead successfully and the
route is running well. “The 26 drivers from East London have quickly settled in to Docklands garage and are a welcome addition to the team. “The organisation and forward planning has certainly helped us to get this route off to a good start.”
A DAY IN THE LIFE: TERRY SMITH
Terry’s nights of the road FOR some tourists, a whistle-stop bus tour of London is the only chance they get to see the whole of the city. Driver Terry Smith is all too aware that for some of his customers his live commentary will be their only London experience – before they head off to other climes. It’s for that reason that he’s spent several years researching the history of London and has come up with his own comprehensive guide to the capital. Terry is just one of six regular drivers who work for Go-Ahead London’s commercial team and provide the London by Night
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Sightseeing tours. In spring and autumn (from January 2 until April 30 and from September 25), a closed-top double deck bus departs Victoria Station daily at 7.30pm. During the summer (from May 1 until September 24), opentop buses leave Victoria daily at 7.30pm, 8.00pm and 9.30pm. A closed-top bus departs Victoria Station daily at 8.30pm. The tour lasts approximately two hours and takes in most of London’s famous landmarks and sights including Buckingham Palace, Westminster Abbey, St Paul’s Cathedral, the Tower of
London and Trafalgar Square. “When people ask me what I do, I say I’m in the entertainment business,” said Terry, who has been a bus driver for 26 years. “I’ve been doing the tours for eight years and I really enjoy the work. I get a great buzz and I’ve yet to receive a negative comment from the public. They all say the commentary is very in-depth and that the tour provides a real snapshot of the city. “I’ve met people from all over the world – and my photo has gone all over the world! I try to greet people in their own language and try to be as helpful as possible. Of course, you do get asked silly questions from time to time, but you learn to be diplomatic! “I’ve driven a couple of Saudi Arabian princes and an American rock singer, but the nearest I’ve got to a celebrity is sitting in traffic next to Girls Aloud! “About 10 years ago, a customer invited me to a retirement party at No. 10 Downing Street and Tony Blair, who was Prime Minister at the time, was in attendance. I was fortunate enough to speak to him.” Since London is a city that never sleeps, Terry says it’s always busy on the roads – even at night. “I have to think on my feet all the time – with sudden road closures or accidents – but that’s all part of the job. You never know what’s going to happen next or what a customer is going to ask you! “London is a lovely city and there’s so much history to it so it’s a pleasure working on the London by Night Sightseeing tours,” added Terry. If you’d like to find out more about the tours, just visit the the website www.london-by-night.net
In our Face 2 Face column, we chat to Christopher Morrison who is a driver at Waterside Way and has worked in the bus industry for two years. Q: What advice would you give to a tourist in London? A: Take a London by Night Sightseeing tour. Q: Where would you like to go on holiday? A: Jamaica. Q: What’s the best piece of advice you’ve ever been given? A: My mum was always good at handing out advice when I was younger and one of the things she told me was not to steal! Q: What would you do as London Mayor for the day? A: I’d declare a public holiday! Q: What was your favourite subject at school? A: Maths. Q: What do you most enjoy about your job? A: Meeting new people. Q: What’s the best book you’ve ever read? A: To Kill a Mockingbird by Harper Lee. Q: Which celebrity would you like to have round for Sunday lunch? A: Beyonce. Q: What would you feed her? A: Rice and peas with chicken. Q: What hobby what you like to take up? A: Snooker.
REMINDER Sharesave 9 has ended. Look out for letters from Halifax by 7 May.
NATIONAL NO SMOKING DAY
Stockwell’s bid to kick the habit ENCOURAGING employees to rethink their attitudes towards health and general well being is a priority at Go-Ahead London. The company is continuing to support employees in their bid to get healthy and at Stockwell, in particular, employees made the most of national No Smoking Day on March 10, with an information stand and NHS representative on hand to offer advice. For several months, Stockwell has been raising awareness of the benefits of giving up smoking. Meeta Hans – a representative from NHS Lambeth – has been visiting the garage, holding group non-smoking sessions and providing helpful information and advice to people who wish to stop smoking. Posters and leaflets are helping to flag up the issue and Meeta has been meeting with anyone who wants to kick the habit. As well as handing out free nicotine patches, gum and lozenges, Meeta helps volunteers manage their withdrawal symptoms and also arranges for employees to have regular follow-up sessions with their local pharmacist. “We’re finding that employees appreciate the convenience of visiting their local pharmacist in their own time. They have support over a longer period and don’t have the restriction of waiting for an appointment,” said Meeta. The benefits of giving up smoking
are many. Meeta points out that financial savings, particularly in this current recession, are huge for anyone who was previously a 20-aday smoker. “On average, that person can hope to save about £175 a month,” said Meeta. Other advantages of giving up smoking include feeling better about yourself, and a significant improvement in breathing and general fitness. You can also greatly reduce your risk of developing smoking-related illnesses. “Within 24 hours of giving up smoking, the body is cleared of the carbon monoxide gas contained in cigarettes. Within 48 hours, nicotine is eliminated from the body and within 72 hours, breathing becomes easier. After three to nine months, lung function is increased by 10 per cent,” said Meeta. With the backing of Stockwell garage, Meeta hopes employees will experience success in overcoming their smoking addiction. “Whatever we achieve is of great value. Every person who gives up is a significant success story,” said Meeta. If you’d like to find out more about how to give up smoking or would like further support, please look up the NHS website on www.nhs.uk/ smokefree or ring the NHS Smoking Helpline on 0800 169 0169. Alternatively, contact your local GP surgery for stop-smoking leaflets and information.
Smoke free: Ceri Hier.
A breath of fresh air IF THERE is one thing Ceri Hier has noticed since he gave up smoking it’s that he’s not dipping into his bank account as much now. “I’ve worked out that in a year I’ll probably save about £1,000,” said Ceri, who is a driver at Stockwell. “Although the money isn’t the reason why I quit.” He kicked his 10-a-day habit back in November and says he’s already beginning to reap some health benefits. His breathing has improved and he’s even started cycling to and from work. “I’d desperately wanted to give up the cigarettes. I’ve been smoking for 45 years and I had given up seven years ago for about five years. This time, I really want it to be for good, though. “I appreciated having the support at work and I’m very grateful for the free nicotine patches. “I was sceptical at first that they would work, but they have been amazing and I no longer have any desire to smoke. In fact, I now feel ashamed if I want to smoke a cigarette.”
COMMENDATIONS BEXLEYHEATH n ROUTE 132 driver Roy Keates is praised by a Mr Stevens for driving carefully, handling an altercation with some youngsters firmly and, in particular, giving his elderly grandparents directions to the correct bus stop in a friendly manner. NEW CROSS n DRIVER Amy Jamieson is thanked by passenger Mr S.Tshulak for helping after he was assaulted on a C10 bus. n REGULAR passenger Mrs C. Grimshaw says it’s a “pleasure” when driver Marcia Henry is on duty. “She is a good driver and nice to her customers.”
SUTTON n DRIVER Glenn Perry is praised for his “professionalism in a stressful situation”. Passenger M. Scrivin says that a motorist had “clearly violated the Highway Code”, but was refusing to reverse to clear a path for the bus. “Your driver reacted responsibly and calmly to a situation that was not of his making.” n DRIVER Witold Sobczuk has been praised by Valerie Clark, Go-Ahead-London’s directors’ secretary. Valerie was heading home one cold evening last month (March) when she spotted a 413 bus approaching. She ran to the bus stop, not sure if she would reach it in time. However, Witold spotted her running and pulled in for her just before the bus stop.
PECKHAM n ROUTE P12 driver Kennedy Mitchell is praised by a Mrs Tufack for the respectful way he dealt with an elderly passenger. She say Kennedy made sure the man was sitting comfortably and that he was all right as he got off the bus. n DRIVER Maria Demetriou is praised for the professionalism of her driving by regular passenger Ms R. Blomfield. She says Maria stopped carefully, travelled at a reasonable speed “so that passengers were not thrown around” and braked smoothly – “a safe and pleasant journey”. KEEP UP THE GOOD WORK! BusTalk l April 2010
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Guess who’s a big fan of the Doctor? THE THOUGHT of becoming a time traveller or adventurer has always appealed to Steve Winfield so it may come as little surprise that he’s a Doctor Who fan. The driver and acting supervisor is one of four employees at New Cross who have formed the Doctor Who Late Boys Club. “We call it the Late Boys Club because some of us usually work the late turn,” said Steve. “And we all share the same enthusiasm for the cult science fiction series.” Steve, John O’Regan, Ron Smith and Guy Street regularly meet up for dinner, chat about the series and watch the show together, too. They all collect memorabilia (DVDs, magazines, and replica models) and enjoy visiting specialist exhibitions across the country. Last year alone they visited Blackpool, Brighton
Time travellers: Guy Street, Ron Smith, Steve Winfield and John O’Regan with the Cybermen (left). Exterminate! Steve gets to grips with a dalek, the Doctor’s arch enemy.
and Earls Court – just for this purpose. Steve said: “I’ve been a Doctor Who fan since I was young and I particularly like the escapism and fantasy elements of the show. “I’m fascinated by the thought of being able to travel through time and space. “It was great that they brought it back in 2005 and David Tennant, in particular, played an excellent doctor. He’s brought more emotion into the role and has explored love, laughter and sadness in a way that hasn’t been done before. “My favourite Doctor Who was played by Jon Pertwee – I grew up in the 70s so he was the one I watched.” Now looking forward to the new series, Steve says he, John, Ron and Guy are looking forward to finding out what the eleventh doctor – played by Matt Smith – will be like.
WEAR IT PINK DAY
Tribute to a well-loved colleague New Cross staff show support for cancer charity n NEWS of driving instructor David Jones’ death in February reached us just the previous issue of Bus Talk was going to press so time and space prevented us from printing anything but the briefest details. n Now we pay tribute to one of Go-Ahead-London’s much loved and bestknown characters.
industry was in providing refresher/corrective training. During the 34 years he worked in the industry, David had formed many firm friendships and this was in evidence at his funeral. Holy Trinity Lamborbey Church in Sidcup was packed with over 200 mourners who had come to pay their last respects. As soon as they heard of David’s death, distraught Passionate: David Jones WITH over 25 years’ in the colleagues held a collection job as a full-time driving instructor, David and organized a wreath in the shape of Jones’ extensive experience was always a guitar (he was a keen guitarist). They in demand. Whether it was preparing presented David’s widow, Brenda, with the prospective drivers for their PCV test or balance of the collection. grooming new instructors, there was barely Following the funeral, Brenda – or Breda, a training need that David couldn’t fulfill. as she was known to her friends – sent He was passionate about his work and a letter to London General saying how demanded the highest standards from touching it was to see so many of his would-be drivers. colleagues at the funeral. Perhaps it was no surprise that one of As well as Breda, Dave leaves behind his most valued contributions to the bus three sons and two daughters.
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A BIG thank you has been sent to the team at New Cross after they raised £755 for Breast Cancer Campaign during Wear it Pink day. Breast Cancer Campaign events manager Rebecca Guy wrote a letter to praise employees for their efforts and awarded them ‘The Order of the Pink Button’ certificate in recognition of their fundraising. Jeanette Morton, who looks after the operating administration at New Cross, said: “I’d like to make special mention of Denise Baker, whose cake making and raffle contributions helped boost the fundraising total, and, of course, all those employees who paid their £2 contribution to wear an item of pink or a pink bow. “We’re hoping to repeat the exercise again this year. One of our former colleagues, Jackie Doyle, who helped so much this year by selling raffle tickets and donating prizes, has already pledged her support for next year.”
Published by Go-Ahead London. Produced by Ruxley Communications, Walton-on-Thames. Printed by Evolve Print Solutions, Rickmansworth.