Motor Transport 27 April 2020

Sharp ■ Informed ■ Challenging

27.4.20

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Daimler and Volvo sign hydrogen joint venture

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to 17 November to minimise the risk of disruption due to the coronavirus. The biggest event in the road transport calendar was planned for 1 July and postponed to 27 August but, with uncertainty remaining over when the government lockdown will end, MT is delighted to have secured a November date at the Grosvenor House Hotel, Park Lane, London.

“As no one knows when restrictions on large gatherings will end, Motor Transport is pleased to have agreed this postponement with the Grosvenor House,” said MT editor Steve Hobson. “We are confident that by November the pandemic will have done its worst and the industry will be bouncing back. It will be the perfect time to celebrate the industry’s outstanding achievements.” The format of the event will not change significantly, with top-class entertainment, wining and dining and the presentation of the 20 iconic bronze Motor Transport Awards.

This will be followed by an after-show party with music as well as a charity casino in support of Transaid. The awards shortlists have been announced, go to mtawards.co.uk to see who is in the running and to book a table at the 34th Motor Transport Awards.

Focus: Apprenticeships p18

By Carol Millett

Daimler Truck and Volvo Group are launching a joint venture to develop, produce and commercialise hydrogen fuel cell systems for HGVs. The first two trucks are planned to be on the road by 2024/25, ahead of mass production by the mid-2030s.

Daimler will consolidate its entire hydrogen fuel cell division in the deal, while Volvo Group will acquire 50% of the JV for approximately €600m (£530m).

The partnership is subject to regulatory approval by the EU. Daimler Truck chairman Martin Daum said: “For trucks to cope with heavy loads and long distances, fuel cells are one important answer and a technology where Daimler has built up significant expertise through its Mercedes-Benz fuel cell unit over the last two decades. This initiative with Volvo Group is a milestone in bringing fuel cell-powered Viewpoint p10

trucks and buses onto our roads.”

Battery-powered electric vehicles have dominated headlines in recent years – but experts now claim there may be advances in hydrogen distribution that could change the picture for fuel cell electric vehicles in the longer term.

As infrastructure for hydrogen supply and fuelling stations improves, it is claimed such vehicles will become increasingly attractive, particularly for long distances and heavy loads.

Start-ups such as the Nikola Motor Company and manufacturers like Bosch, Mahle, and Iveco are already experimenting with hydrogen-powered trucks.

Martin Lundstedt, Volvo Group president and chief executive, said: “Using hydrogen as a carrier of green electricity to power electric trucks in long-haul operations is an important part of the puzzle, and a complement to battery electric vehicles and renewable fuels.

Electric highways p14

Dashcams p18

“Combining Volvo Group and Daimler’s experience in this area to accelerate the rate of development is good for customers and society as a whole. By forming this joint venture, we are clearly showing that we believe in hydrogen fuel cells for commercial vehicles.”

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Letter calls for special measures to prevent businesses collapsing

Industry asks PM for more support

By Steve Hobson

The road transport industry has sent a joint letter to prime minister Boris Johnson pleading for extra help during the coronavirus pandemic to prevent “widescale business collapse that could reduce

capacity by as much as 50%”.

The letter, written by the RHA and co-signed by five other bodies representing road transport, said: “The impact on the UK’s road haulage industry has been colossal.

While some hauliers, primarily those in food and medicine distribution are continuing to operate, other hauliers are now really suffering, particularly those whose businesses rely on the construction, removals, waste recycling, car transporting, retail, manufacturing, events and fuel sectors.

“Our latest intelligence from industry indicates that nearly 50% of lorries are now parked up. This is an industry with already very low profit margins, around 2%, and with customers extending payment terms dramatically, the lack of cashflow is placing many in untenable positions.”

It calls on the government to

urgently introduce a range of special measures for hauliers – on top of government support for all businesses – including a cash grant of £700 per truck per week to help cover fixed costs, rebates on VED and fuel duty, holidays on business rates and a weekly furlough scheme to increase flexibility for operators.

The letter has been signed by the RHA, the CILT, the Transport Association, the Cold Chain Federation, The British Association of Removers and the Association of Pallet Networks.

Motor Transport understands that the FTA declined an invitation to co-sign the letter as feedback from its members indicated that they had other priorities when it came to the government support measures they wanted to see introduced.

■ See Viewpoint, page 10.

Make furlough flexible, urges Ferguson Ferguson Transport and Shipping has furloughed 26 drivers and 14 staff following the launch of the government’s Coronavirus Job Retention Scheme portal last week, after being reassured payments for furloughed workers will arrive in the company’s bank account within six days of a claim being submitted online.

However, MD Alasdair Ferguson is calling for the furlough scheme to be more flexible so that hauliers are able to call on furloughed staff intermittently to meet fluctuating demand from customers.

Under the scheme, companies can furlough employees and apply for a grant that covers 80% of their monthly wage costs, up to £2,500 a month, plus National Insurance and pension contributions.

The Fort William-based logistics company, which operates a fleet of 70 trucks and employs 200 staff, of which approximately 100 are drivers, had postponed furloughing any drivers as it wanted to 27.4.20

establish how quickly the government’s 80% contribution would be paid and how flexible the scheme would be.

Instead the company had been sharing the reduced workloads between its drivers and giving them a payment of £25 per day if there was no shift available, their weekly basic hours were not met and they were at home on shorttime working.

It has now placed 26 drivers on furlough but Ferguson is still

concerned that the company has no way of calling them in if demand increases or if other drivers go sick, as each period of furlough is for a minimum of three weeks.

He said: “We had always intended to furlough further to agreements being reached with our drivers for the changes and understanding the exact details, eligibility of the grant scheme and the terms on which they would be applied.”

Moto closes majority of motorway M&S sites

MSA provider Moto has closed 70% of its M&S stores in its network due to the lack of demand caused by people taking fewer journeys as the COVID-19 lockdown continues.

Moto chief executive Ken McMeikan said traffic during the week is down by twothirds compared with last year, and by as much as 85% at the weekends.

When the government announced the start of the lockdown on 23 March, catering brands Burger King, Costa, Greggs and KFC franchises were closed.

Subsequently, Moto has furloughed 2,900 of its 5,000 staff across the 45-strong network. Moto is now trialling a pre-order hot food service at its Ferrybridge MSA off the M62 and A1(M) in Yorkshire.

Loan scheme is not working Hauliers are struggling to access loans via the government’s Coronavirus Business Interruption Loan Scheme (CBILS), which could leave hundreds of operators facing financial ruin, the RHA has warned.

The CBILS, launched on 23 March, aims to support the UK’s six million SMEs during the pandemic by offering loans of up to £45m from a pot of £300bn.

Firms can access the money via 40 approved lenders with 80% of the loan guaranteed by government. However, since its launch, only 6,020 of 28,460 applications have been granted, amounting to just £1.1bn of loans.

RHA policy director Duncan Buchanan told MT: “We cannot blame the banks entirely. They are being asked to help fund millions of businesses but with only 80% guaranteed by the government – that has to change.

“This scheme is clearly not working as only approximately £1bn of the £300bn made available under the scheme has been released. Our members are telling us that the banks are denying them access to these funds. The banks are telling them they are not entitled to these loans and are offering other loan products on different terms and that is unacceptable.”

MotorTransport 3

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Pandemic will create new opportunities and drive innovation... but not before it gets worse

Logistics will survive and thrive

By Carol Millett

Recovery from the COVID-19 pandemic could begin as early as next year, with the logistics industry benefitting from new behaviours that could launch an e-commerce boom and more collaborative ways of working forged during the crisis, according to XPO chief executive Bradley Jacobs.

In a letter to shareholders, Jacobs said: “Things are difficult now and they’ll get worse in the short-term. Then they’ll get much, much better.”

Jacobs argued that while 2020 will be a lost year for logistics in terms of growth, the pandemic is creating new opportunities and driving innovation. “We believe that some of the behaviours reshaped by the pandemic may become economic tailwinds in our industry. For example, e-commerce growth, which was already at a

double-digit rate, could accelerate in the post-pandemic world.

Millions of consumers have become accustomed to online shopping without leaving their homes. If this proves to be secular, it will drive even more demand for e-fulfillment, omnichannel retail, reverse logistics and lastmile logistics.”

Jacobs is confident that the recovery will begin as early as 2021 with the logistics industry in prime position to benefit.

“Consumer confidence is very weak now, but once testing, drugs and a vaccine are widely available, confidence will rebound and the global mechanisms for GDP growth will resume. We think that will be in 2021, and when it happens, we have a number of things going for us.

“Transportation and logistics are inherently valuable to all popu-

lations; we’re part of the economic and social fabric. Whether COVID19 is driving permanent changes in behaviour, or will prove more temporary, our industry will still be needed.”

Jacobs believes XPO’s business model will also help its recovery.

“As pockets of the economy begin to recover, our diversity of customers, verticals, geographies and lines

of business will allow us to respond in targeted ways. We expect to see the upswing first in our large customer relationships,” he said.

New ways of working within XPO, developed in response to the pandemic, will also bring rewards, Jacobs said. “What few silos there were have disappeared. There’s more collaboration and more empathy for others.”

Website lists MSAs open during virus outbreak The DfT has launched a website of MSAs open to help hauliers as they deliver supplies during the COVID-19 pandemic. The website provides a list of services on the national road network that are still operating and open to drivers during the lockdown, and the facilities on offer. The RHA welcomed the website but called for government support beyond the pandemic to ensure better facilities for hauliers across the UK. RHA policy director Duncan Buchanan said: “This is helpful to drivers who, when lockdown began, suffered from silly decisions to shut down toilets and showers, so we welcome this.” The status of all MSAs can be found at: trafficengland.com/motorway-service-areas.

PB Transport Solutions closes THURSDAY TREATS: DPD has turned a palliative care nurse’s idea into a nationwide initiative to provide much-needed welfare and treat packs for patients and NHS staff. The initiative – NHS Thursday – will see thousands of welfare packs and food and treat packs collated and distributed by DPD to 160 NHS hospitals nationwide. The idea came from Nikitta Jones (pictured with partner Nikos Minadakis), a palliative care nurse at the Cynon Valley Hospital near Merthyr Tydfil. The items have been donated by DPD staff – either items they had at home or bought while shopping. All have been agreed with the NHS and deliveries co-ordinated with DPD’s existing NHS contacts. The welfare pack includes cosmetics and toiletries, while the food and treat packs contain noodles, energy drinks, biscuits, crisps, tea and coffee.

4 MotorTransport

HGV training firm PB Transport Solutions has entered liquidation following the COVID-19 outbreak. The Pucklechurch, Bristolbased company appointed joint liquidators from Mazars on 9 April and 11 employees were made redundant.

The company was established in 2011 and supplied a range of transport training courses in the south-west. It also operated a 35,000sq ft warehouse.

In the year to April 2019, PB Transport Solutions expanded to reach a turnover of £1m, but Mazars said that by then it was trading in a challenging environment after the Brexit referendum

caused a decline in demand for warehousing. It lost key customers and following the onset of the coronavirus its driver training operation was shut down.

Mazars said that in the absence of alternative work being available and the resulting cashflow difficulties, the directors decided that the company had to be placed into liquidation.

Liquidator Tim Ball said: “It is sad to see a company such as PB Transport Solutions fail as it is a business that has successfully traded for a number of years.

External factors have affected this business, which has, in its most recent year, been profitable.”

27.4.20

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Larger hauliers could be doing more to help firms survive, finds survey

Industry needs unity during COVID crisis

Shutterstock

By Tim Wallace

Fleet operators are calling for the industry to pull together to help businesses survive the COVID-19 crisis, according to an independent survey commissioned by Fleet Source.

More than 50 UK commercial fleet companies shared their concerns, of which nearly threequarters said they feared they may lose their business. There was also a strong feeling that larger companies could do more to help smaller contract or franchised hauliers.

“We were surprised to discover that drivers who are still working do not appear to have the basic support they need to do their jobs effectively,” said Fleet Source chief executive Nick Caesari.

The survey found that 53% of drivers were self-isolating and 47% of office-based employees were self-isolating.

“There is a concern about the survival of their organisations, with almost three-quarters of fleet managers fearing that the impact of the public health crisis would mean they would not be able to stay in business,” Caesari added.

The survey also revealed that 73% of fleet managers were concerned about contract cancel-

D4 medicals suspended Professional drivers renewing their licences will not have to worry about the D4 medical after the government agreed to relax the requirement following mounting criticism it was failing to act.

Transport secretary Grant Shapps announced the temporary removal of D4 medicals would ensure that HGV drivers can continue their “vital work and keep the country moving”.

The development came after many drivers feared they would lose their licence because GPs and private providers were no longer carrying out the medical during the COVID-19 pandemic.

6 MotorTransport

lations; 71% were worried about being able to stay in business; 67% worried about the volume of staff available to deliver workloads; 56% were concerned they would have to make redundancies; and 45% have experienced a reduction in workload.

“Some drivers are concerned about getting infected and returning home to their family and being unable to get food,” Caesari continued. “Some delivery and collection points are refusing drivers entry to washroom facilities, as well as limited options at services due to

social distancing measures.

“They also spoke about the frustration they faced when large companies they are contracted to were still asking them to supply trucks when there was no work.

One franchise haulier said he was only being supplied with one load a day, but could not shut down and let his drivers claim 80% of their wages, so had to maintain full pay while his lorries were not earning.

“Fleet managers felt that greater co-operation across industry was essential if businesses are to survive.”

SAFETY FIRST: Suttons Tankers has won a contract with hydrocarbon product supplier Haltermann Carless after impressing the company with its safety processes, reliability and operational scale. The logistics firm will transport gas condensate from Spirit Energy’s Barrow Gas Terminal in Cumbria to Haltermann Carless’s facility in Harwich. The deal, which Suttons described as significant – will see it provide an inter-depot night trunking service to cut costs and boost efficiencies. It strengthens Suttons Tankers’ partnership with Haltermann Carless, which involves the transport of other products for the company. Suttons Tankers’ bid to win the contract was also helped by its existing relationship with Spirit Energy – which is a customer of Haltermann Carless – through its role in advising the company on best practice procedures for vehicle equipment and specification.

MONDAY, APRIL 27th, 1920

Motor Transport was launched in 1905 as Motor Traction. We look at a story published 100 years ago: Future Taxation The long-expected recommendations of the Departmental Committee on the taxation and regulation of road vehicles has now been presented to the Minister of Transport, and apparently are to be accepted as they stand by the Government and come into operation at the beginning of next year. The new scale of taxation will doubtless be received with concern by all classes of motorists, with perhaps the exception of owners of lightweight motorcycles.

Increased taxation of road motor vehicles has generally come to be regarded as inevitable, in order to provide the necessary funds required for the reconstruction and maintenance of the roads of this country, and motor users as a whole have been led to expect a more comprehensive method of taxation than the present motor spirit duty.

Owners and manufacturers of steam and petrol-driven vehicles will no doubt question the Taxation Committee’s recommendation that the weight of the accumulators should be excluded when estimating the unladen weight of electric vehicles.

There is perhaps some justification in the claim that “electrics” should be taxed at a slightly lower rate than petrol vehicles or steamers, as their average speed is lower and they run more smoothly, and thus cause less damage to the road surface.

But as unladen weight, and not speed, is to be the future basis for fixing the amount of duty payable the exclusion on the weighbridge of the heaviest part of one type of the vehicle gives the latter an advantage over its competitors.

27.4.20

SUPPORTING THE CRITICAL FRONTLINE ROLE OUR CUSTOMERS PLAY It has always taken a heroic effort to keep our logistics and supply chains open, RSHUDWLQJ HIÀFLHQWO\ DQG DW WKH VDPH WLPH HQVXULQJ RXU FXVWRPHUV· YHKLFOHV DUH DOZD\V RQ WKH URDG DQG DEOH WR PHHW WKH FRQVWDQWO\ FKDQJLQJ GHPDQGV SODFHG XSRQ WKHP Now more than ever before in the face of the coronavirus (COVID-19) crisis we recognise what an essential frontline role our customers and their vehicles are playing in keeping the UK economy moving.

For most of you, working from home simply isn’t an option so we want to let you know that as long as your vehicles and businesses are running – we are here to support you.

With our nationwide network of 68 service points, working day in day out, fully supported by our Mobile24 recovery service and increased stock of spare parts we are ready to help at any time.

We also understand many businesses are unable to operate as normal at the moment.

We have also had to adjust our processes to ensure we continue to support you as effectively as we can.

To protect customers and our employees we are following all government guidance on social distancing practices, comprehensive equipment sterilisation and increased, more frequent deep clean practices in our network.

So we want to thank all of you, no matter what kind or make of vehicle you drive, for all you are doing to keep supermarkets stocked, parcels safely delivered and critical goods DQG PHGLFDO VXSSOLHV PRYLQJ $OO WR NHHS WKH FRXQWU\ UXQQLQJ DV HIÀFLHQWO\ DV SRVVLEOH Take care and stay safe.

Yours sincerely

Thomas Hemmerich Managing Director MAN Truck and Bus UK

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News

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Sign up to boost transport planning efficiency

Free webinar will explore My Transport Planner tool Motor Transport is hosting a free webinar on Tuesday 5 May at 2pm to help operators explore a unique, on-demand transport planning tool.

My Transport Planner will enable operators of all sizes to increase vehicle utilisation, cut costs and reduce emissions from road transport. Using the Software as a Service (SaaS) model, My Transport Planner is a pay-as-yougo solution, and costs less to use than the savings it generates. It is more efficient than manual planning yet does not require any of

the integration or installation of many route optimisation solutions.

Andy Salter, MD of MT publisher DVV Media International, said: “My Transport Planner is an innovative product that has the potential to transform the efficiency of road transport and logistics operators in the UK and beyond. An on-demand, webbased, user-friendly solution takes away any potential concerns regarding long-term contracts, training and installation. And, best of all, it delivers a near-instant return on investment.

“We are delighted to be the official partner for My Transport Planner in our industry and look forward to introducing its capabilities to MT readers in our upcoming webinar.”

MT is partnering with route optimisation specialist The Algorithm People to bring the solution to transport operators.

■ To register for the webinar, go to https://globalmeetwebinar. admin.webcasts.com.

TAKE COVER: Notts-based Farrell Transport has invested £500,000 in an all-weather canopy designed to increase loading capacity and help maintain social distancing. The Pallet-Track member unveiled the 32sq m canopy ahead of the coronavirus lockdown as a measure to increase efficiency and capacity in all weathers. The curved canopy, claimed to be the only one of its kind in the UK, has no internal supports to optimise space and has increased safety for drivers as well as transforming the operation. Director and founder Robert Farrell said: “Being able to complete trans-shipments protected from the elements is key to the proper handling of our pallet network and direct customer freight. We had undercover loading for four double-deckers, but the new canopy has eight undercover bays and, because of the way it’s been planned, trailers can be back-to-back. This means the loading vehicles are parked very close together, meaning it’s a short distance for each pallet to be handled and makes for a much quicker operation. It also has a major health benefit as we are now loading without drivers being present, which aids social distancing.”

8 MotorTransport

Focus Apprenticeships, by David Coombes

LGV Apprenticeship rife with confusion Changes are about to take place to the scope of the LGV Driver apprenticeship programme, which will affect fleet operators depending on the predominance of articulated or rigid vehicles.

According to the DfT, 68% of all vehicles on the road are rigids over 3.5 tonnes. The current Cat C apprenticeship has served the sector well since it was launched in April 2017, with some 4,000 learners. Remember, the original Cat C apprenticeship programme was designed to attract new drivers to this sector and provide employers with the basis to thoroughly train and develop a novice driver on a rigid vehicle before progressing to C+E later.

Many leading retail and operators, who ostensibly have HGV fleets, have been happy with this arrangement and have funded the progression to C+E on a commercial basis, outside the levy.

The employer-led Logistics Trailblazer Group, has for the past 12 months, been deliberating how best to strike a balanced view and achieve an outcome to satisfy both camps. A decision instigated by a small number of operators in 2019 was that the Cat C programme should be replaced by a dual licence (C and C+E) apprenticeship. While this might be favourable for one third of the marketplace, it would disenfranchise the other two thirds.

The concern was that it would lead to over-skilling of drivers up to C+E in some businesses, for them to be lost to other operators, or them not being placed on an apprenticeship programme at all: a dilemma. Recently a possible solution has been tabled with the Institute for Apprenticeships and Technical Education (IFATE), supported by the Df T, to create two apprenticeships – one for Cat C (urban) and the other for C and C+E (artic). A comparative paper drawing out the significant difference in the job roles of urban and artic drivers has been compiled and work continues.

But there is no guarantee that two different programmes will be approved by IFATE. It is expected that within the next two months the current Cat C will be replaced with a C+E apprenticeship. The effect of this has already been a stop-go scenario caused by the uncertainty. Compounded by COVID-19, sign-ups have now ground to a halt. Not good, when the industry continues to be 60,000-plus drivers short.

Lynn Liddell, technical training and development manager at Dixons Carphone, is concerned about the future for LGV apprenticeships. She said: “The current Cat C programme has assisted us to recruit drivers into the sector and offer career progression. The change to a C+E standard will only remove the possibility of using the LGV apprenticeship in future. Given that we have invested heavily in resources, this will result in a lost opportunity for us and many other operators.”

When the current Cat C apprenticeship is switched off there is no guarantee that it will be replaced in a timely fashion by the proposed urban driver standard, leaving two thirds of commercial operators without a suitable apprenticeship standard to use. This is clearly unacceptable.

■ What’s your view on this? Contact david.coombes@skills forlogistics.co.uk. David Coombes is CEO of Skills for Logistics.

27.4.20

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Motor Transport

01/04/2020 11:35

Viewpoint

motortransport.co.uk

Dear prime minister...

T

he transport industry has come together to write to prime minister Boris Johnson spelling out the dire situation hauliers are in as a result of the coronavirus.

With almost half of the UK truck parc Steve Hobson laid up, road haulage is facing its worst Editor crisis since the Second World War and Motor without some extra help there will be little Transport left to drive the UK’s recovery once the epidemic is under control.

At times like this, the industry needs to pull together, and while six of the leading associations representing road freight transport have signed the letter, it is disappointing that the FTA declined to put its weight behind the message.

With airlines, airports, ferries and train operators also pleading for more help to survive the crisis, road transport will have to shout loudly to make its voice heard.

The letter sent to the PM is attached to a news story on motortransport.co.uk – we urge all operators to download a copy and use it to lobby your local MP. The more

MPs there are knocking on the door of transport secretary Grant Schapps reinforcing the plea for help the better.

The government needs to understand that without road transport nothing gets delivered and standing by while half the industry goes bust would be disastrous for the economy as it struggles to recover after the lockdown ends.

Ministers would do well to heed the words of Alastair Campbell who was PM Tony Blair’s communications advisor during the fuel strikes of 2000.

Speaking to an MT Director’s Club lunch a few years ago, Campbell was asked was there ever a time when the government felt it lost control of the country. He admitted it was during that strike when it dawned on ministers that without fuel there was no transport and without transport the country was paralysed.

If action is not taken now to save the haulage industry, we will again suffer that paralysis as the lifeblood of the country drains away.

Joined-up thinking for drivers’ data I

first wrote to the DVLA and DSA regarding access to a driver’s Driver CPC (DCPC) details just over four years ago, in February 2016.

As we all know, drivers must supply a temporary password to enable an employer Ken Smith to access their DCPC details. Some drivers Driver still have not applied for a password, others development, AW Jenkinson aren’t able or willing for various reasons to supply a password; and then there is the Transport lost or can’t remember the password scenario. This situation therefore leaves employers in a kind of limbo. We know the expiry date from the card, but any DCPC training the driver has undertaken up to that point is a mystery unless the driver has the temporary password available to use.

Also, when the DSA information is viewed a statement clearly says the information cannot be used as evidence of training. What do we use?

I received replies from the DVLA and DSA stating it was the other association’s issue, not theirs.

As time progresses, the expiry dates of driver qualification cards (DQCs) is moving away from the five-year cycle that started on 10 MotorTransport

9 September 2014, so it is vital that an easily accessible up-to-date system is in place so the necessary checks can be made when employing or managing the training needs of drivers.

At the moment, when a driver’s licence is viewed online the expiry date of the DQC is displayed, so we have some information.

Surely in this modern age it is not beyond the wit of man for some joined-up thinking on the issue to display the details of training received. This would be a godsend for anyone involved in recruiting and training drivers in the industry.

How long will it be before all the information for any driver will be on one chip on a driving licence, which can then be read by employers and other agencies. If penalty points and DCPC hours, etc, are uploaded on the day, everything would be up to date and relevant, thereby making the DQC and digital driver card redundant.

The newspaper for transport operators

To contact us: Tel: 020 8912 +4 digits or email: name.surname@roadtransport.com Editor Steve Hobson 2161 Head of content Tim Wallace 2158 Events and projects editor Hayley Pink 2165 Group production editor Clare Goldie 2174 Deputy production editor Joanne Betts 2173 Key account manager Andrew Smith 07771 885874 Display telesales Barnaby Goodman-Smith 2128 Event sales Tim George 0755 7677758 Classified and recruitment advertising rtmclassified@roadtransport.com Sales director Emma Tyrer 07900 691137 Divisional director Vic Bunby 2121 Head of marketing Jane Casling 2133 MT Awards Katy Matthews 2152 Managing director Andy Salter 2171 Editorial office Road Transport Media, First Floor, Chancery House, St Nicholas Way, Sutton, Surrey SM1 1JB 020 8912 2170 Free copies MT is available free to specified licensed operators under the publisher’s terms of control. For details, email mtsccqueries@roadtransport.com, or call 01772 426705 Subscriptions Email:customercare@dvvsubs.com Quadrant Subscription Services, Rockwood House, Perrymount Road, Haywards Heath, West Sussex RH16 3DH Rates UK £135/year. Europe £163/year.

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If you would like to contribute to MT’s Viewpoint, email steve.hobson@roadtransport.com 27.4.20

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Electric highways KEEPING IN CONTACT: from left, Siemens’ eHighway system uses a pantograph on the top of the vehicle to make contact with overhead power lines; installation of copper coils under the asphalt on the road between Visby and the airport

Sweden is leading the way in terms of trials to test roadbased electric vehicle charging systems, as Lars Edling reports

Underground, overground?

S COUNTRY VIEW: the Smartroad Gotland project will cover 1.6km near Visby

14 MotorTransport

weden has become a centre for testing electric roads. Spider in the web, the Swedish Transport Administration (STA), is now opening its fourth demonstrator electric road, using inductive technology. And the best and most cost-efficient system has a good chance of becoming a European standard.

So far, the STA has tried out only conductive electric road systems (ERSs). These are based on direct contact between the power source and the vehicle – for example via an overhead power line to a pantograph on the truck or bus. Electricity can also be transferred from a rail in or on the roadway to a mobile receiver mounted underneath a vehicle.

The newest ERS demonstrator is being built on the island of Gotland. This is the first time a comprehensive test of inductive, wireless technology has been carried

out on a public road. Named Smartroad Gotland, the project is being put together between the town of Visby and Visby Airport. The e-road will be used by a large truck and an airport shuttle in a trial that will last until spring 2022. The technology has been developed by Israeli company Electreon Wireless, based in Tel Aviv, with the Gotland project itself being run by its Swedish subsidiary Electreon.

“The aim is to demonstrate our system’s competitiveness, to show it can be even less expensive to install compared to conductive systems,” says Stefan Tongur, business development manager of Electreon.

Tongur emphasises that one of the main advantages of inductive technology is that it allows an air gap between the power source and the vehicle, which means it is not sensitive to snow, ice, gravel or stones on the road.

Another benefit is that it has no moving parts. One or more receivers (depending on vehicle size and energy requirements) are mounted underneath a vehicle, while the power source – copper coils embedded in rubber – are buried in the asphalt. This means the surface of the roadway remains intact and does away with the need for power poles.

So will Smartroad’s efficiency be lower compared to conductive systems, in the absence of direct contact between power source and vehicle?

“Smartroad’s efficiency varies between 87% and 92% from the e-road coils to the battery in the vehicle. Maybe that’s a little lower compared to conductive systems, but not much. We can manage an air gap of up to 240mm without any loss of efficiency,” says Tongur.

Another concern is that inductive systems are more expensive to install than conductive alternatives. So can 27.4.20

motortransport.co.uk

From 26th October 2020, ALL goods vehicles over 12 tonnes will require a permit to enter London.

Direct Vision Standard Are you ready?

0 Smartroad compete on price? “Yes, we can,” Tongur insists. “But that’s not due to any induction technique breakthrough; it’s our e-road-adapted way of utilising the technique. From the start, Electreon's solution has been designed using industrial, large-scale thinking. Unlike previous inductive systems based on static charging, Smartroad vehicles use dynamic charging, which means they are recharged during travel.”

This way, he explains, a vehicle requires less battery capacity while the range is increased. In addition, the copper coil rubber segments are easy to produce and require no major disruption of the road surface during installation, according to Tongur.

Real traffic situations

Jan Pettersson, program manager for ERS at the STA, agrees that inductive solutions now seem to compete with conductive ones in price. “Of course, we’ll monitor the Smartroad project meticulously,” Pettersson says.

“Among other things, we’ll check the system’s level of efficiency in real traffic situations and study if the electromagnetic fields, produced by the wireless system, cause any negative effects on people and the environment.”

When it comes to installing the coils, Tongur says a road machine can be equipped to handle all the necessary steps at a rate of about 1km per night. The machine mills a channel roughly 1,000mm wide and 100mm deep in the asphalt. The 20mm thick coils are then put in place after which the machine adds 80mm of asphalt. The asphalt is thick enough to allow renewal of the roadway surface without destroying the segments of coil, guaranteeing a long system lifespan. ➜ 16

SIEMENS E-ROAD DEMONSTRATORS eHighway E16 Sweden: a 2km long project on highway E16 outside Sandviken. See box on page 16 for further details. eHighway Los Angeles: a 2-mile-long demonstration system near Los Angeles, which opened in 2017 and was in service for a year. eHighways Germany: three demonstrators, all at different stages.

The first, located on the A5 near Frankfurt, opened in 2018. The second, on the A1 near Lübeck, was due to open at the end of March. Both of these are 5km long with power lines in both directions. The third is 3km long, also with power lines in both directions, and is planned for the B462 near Baden-Baden.

27.4.20

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01322 420300 MotorTransport 15

Electric highways

Apart from Smartroad Gotland, Electreon is also demonstrating its ERS in other places. In Tel Aviv, for instance, a project is underway in which a bus will run on an e-road in a university environment in the city centre, starting this summer. In Germany, meanwhile, Electreon has reached an agreement with the energy company EnBW to build three demonstrators. The first will be set up in early 2021 in the state of BadenWürttemberg on a private road within the EnBW premises. The other two will be located on public roads.

motortransport.co.uk

ON THE ROAD: articulated vehicle being used in the Smartroad Gotland project (left) and Siemens’ eHighway on the E16 outside Sandviken, Sweden (right)

Demonstrator stretches

Smartroad Gotland is part of the STA’s pre-commercial procurement, which began in 2013. It also includes eHighway E16 outside Sandviken, eRoad Arlanda to Arlanda airport and Evolution Road, which is being tested in Lund. So far, the tender has been valid for short demonstrator stretches of up to 2km.

“In the next phase, two of the projects will be selected to build one pilot road each, 25km to 30km long. The choice of technology will be made at the end of 2020 and we expect the finished pilots to be inaugurated in 2023,” says Pettersson.

SWEDISH E-ROAD TRIALS

eHighway E16: the world’s first e-road demonstrator on a public road. Situated on highway E16 outside Sandviken, it opened in 2016 and is 2km long. It uses Siemens’ conductive eHighway system with an overhead power line for trucks, buses and other tall vehicles. It is scheduled to be dismantled this spring. eRoad Arlanda: opened in 2018 on Route 893 between Arlanda airport freight terminal and Rosersberg’s logistics area, this is a 2km conductive system, using a rail milled into the road with an electricity feed from below. It can be used by trucks, buses and cars. It will be dismantled in spring next year.

Evolution Road: this 1km demonstrator is being inaugurated in Lund’s city centre in May. It is a conductive system with electricity fed from an aluminium rail partly laid on the road surface and partly milled into the asphalt. It will be used by city buses but can also be used by trucks and passenger cars. The trial will run until 2023.

Smartroad Gotland: the first 50m section was activated in March this year on the road between Visby and its airport. The rest – making a total of 1.6km – should open later in the year. It is an inductive system, with electricity supplied via copper coils embedded in rubber segments buried under the asphalt. Used by a truck and trailer combination and an airport shuttle, it is planned to end in 2022.

Pilot road on E20: about 25km in length, this pilot will run between Hallsberg and Örebro. System selection takes place at the end of 2020; its opening is planned for 2023.

Pilot road on Route 75: situated between Västerhaninge and Nynäshamn, this will run for about 30km. System selection takes place at the end of 2020; opening is planned for 2023.

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The pilots are intended to answer questions about how to charge users, what business model to use, how to supply the power, who should own the e-roads, how users experience such e-roads and what effect they may have on nature and culture.

“The goal of e-roads is primarily to cut heavy traffic fossil fuel emissions. If 8% – around 3,000km – of Swedish roads were electrified, emissions from heavy traffic would decrease by 50%,” he says. “Private cars can also use e-roads, but thanks to the current fast battery development, they will still be able to travel long distances without giving rise to fossil fuel emissions.”

Sweden, Germany and France are the three EU nations leading e-road development. They collaborate on research and development and the solutions these countries agree on are likely to result in a European e-road standard.

Siemens believes its system is the most mature. Since 2016, Siemens’ eHighway demonstrators have been operating on public roads in Sweden, Germany and the US. Other European countries want to try the German technology, among them the UK and Italy. Further countries showing active interest are France, Denmark, the Netherlands, Hungary, China and India, it says. Its eHighway system uses an overhead electric catenary 6m above the road, which connects to the vehicle via a railwaystyle pantograph.

Feasibility study

Hasso Grünjes, head of eHighway at Siemens Mobility in Munich, Germany says a feasibility study is being put together. “Before we take new steps in other countries, we need to analyse the results of ongoing field tests,” he says. “The German demonstrators have been going on for two to three years, and the first results will be presented in mid-2020.”

According to the Federation of German Industries (BDI) a 4,000km grid of power lanes on the autobahn network would be the most cost-efficient way to reach Germany’s emission reduction goals, says Grünjes.

However, the timescale involved in building this network will depend on many factors, he adds. “For instance, complex structures such as bridges or tunnels have a great influence on infrastructure projects. To get some idea, you could compare it with electrification of the railway network in Germany. Here, 5,000km were put into operation within 10 years.”

Siemens evaluated wireless technology before settling on its overhead wire system, he continues.

“Initially, we compared and evaluated all known technologies – including induction,” says Grünjes. “Ultimately, we chose this seemingly old concept with overhead power lines. We have more than 100 years of experience with the technology and its safety mechanisms. Our eHighwaytechnology is mature, available now, transfers the amounts of energy needed, and offers high efficiency in a segment of transport where solutions are urgently needed.” ■ 27.4.20

#CMAwards2020

2020

DRIVING SUCCESS Save the Date 26 November 2020 The Vox Centre, Birmingham For more details or to book: Email: cmawards@roadtransport.com Tel: 020 8912 2152 www.commercialmotorawards.com @commercialmotor

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Commercial Motor

Dashcams

Facing the future

T

Dashcams have come of age. In an increasingly sophisticated and complex world, the future of forward-facing cameras involves video telematics and artificial intelligence. Chris Tindall reports

ime was when an operator could fit dashcams to a fleet of trucks and be comfortable knowing that it was ahead of the game, helping to avoid spurious claims and keeping premiums down.

But technology develops at pace, and as telematics and cameras have combined and refined, manufacturers have continued to look ahead – to video telematics and artificial intelligence (AI).

However, the question of whether 4G cameras hooked up to telematics products will eventually come to replace a standalone telematics system attracts different answers, depending on who you ask.

“The answer is an emphatic yes,” says Paul Singh, MD of SmartWitness. “SmartWitness provide products and services to the world’s leading telematics companies, which enable them to incorporate video into their existing telematics solutions.

“This gives operators the best of both worlds: telematics systems they are already used to and best-in-class video from SmartWitness.”

Lytx has always offered customers a telematics solution built into its cameras. As far as Damian Penney, VP of Lytx Europe, is concerned, they are already replacing standalone telematics.

“The only solution that provides real value is one where powerful telematics are combined with video,” he says.

“Instead of just dots on a map, a superior all-in-one video telematics solution allows fleet managers to have further insight into the driver’s safety and driving habits, as well as giving them the opportunity to intervene when a situation occurs that would affect service.”

Penney adds: “An all-in-one video telematics solution will always deliver more value for fleet operators than a standalone telematics product. This is because video telematics allows the root of the problem to be identified, giving you a view of the bigger picture.

“The internal-facing capabilities of the camera are also important. A driver could be eating or texting when in control of a 44-tonne lorry, but unless a sharp brake or

18 MotorTransport

DAMIAN PENNEY: video telematics allows the root of the problem to be identified

swerve occurs, traditional telematics will label this driver as ‘good’.

“However, when this event is captured by DriveCam using our advanced AI algorithms, fleet operators are alerted and can manage the driver’s risky behaviour before it puts anyone at risk.”

Penney says that the stress placed on drivers in the current coronavirus epidemic means investment in safety has never been more important.

“Fleet drivers, in particular, might be feeling added pressure and responsibility as a key worker, which could in turn lead to an increase in distraction or stress-related incidents,” he says.

“To keep safety front and centre of the whole operation, fleet managers must become much more proactive in exploring the powers of machine vision, AI and video.”

Peter Mansfield, group sales and marketing director for fleet and optimisation at telematics specialist Trakm8, argues that integrated vehicle cameras and telematics are able to provide fleet managers with peace of mind.

“From delivering certainty on an accident’s cause – particularly crucial when considering ‘cash for crash’ malicious insurance claims – to monitoring driver behaviour and identifying possible vehicles faults, vehicle cameras can drive significant benefits for businesses,” he says. “It was recognising those key benefits that first led Trakm8 to launch the RH600 4G telematics integrated camera, bringing together a camera system with data collected by our wider telematics technology.

“One of the most obvious advantages is the combination of camera and telematics in one unit, eliminating the purchase and installation associated with using two devices.”

Connectivity counts

VERNON BONSER: a connected vehicle camera is a mission-critical device that simply cannot fail

But Stephen Watson, director of product at telematics expert Microlise, disagrees. “We don’t see cameras replacing telematics systems – as they only gather basic performance and aren’t connected to vehicles in the same way as a telematics platform,” he says.

“Similarly, forward-facing cameras are useful – but given that it is estimated that reversing and left-turn manoeuvres currently account for 44% of HGV-related pedestrian and cyclist fatalities, the importance of blindspot cameras becomes increasingly clear.

“Harnessing the intelligence and data from telematics to support better planning, safety and optimised outcomes is important, but so too is protecting the customer data it generates.

“Any footage the Microlise solutions generate is securely transmitted, stored and accessed and integrated into our secure, role-based user portal.”

Smart Witness’s Singh says video telematics is changing the market “hand in hand” with legislation – one element of which is London’s Direct Vision Standard (DVS).

As this piece was being written, TfL was considering postponing the introduction of the DVS from the original date of 26 October. But regardless of when it is eventually rolled out, truck cameras will play a large part in enabling compliance.

Singh says: “This standard requires operators to not just fit safety and camera equipment to vehicles over 12 tonnes, it also requires them to ensure it is operational – or risk on-the-spot fines.

“Video telematics provides operators with the proof they need that systems are operating correctly and provides a warning should any parts fail.

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motortransport.co.uk

“When considered alongside the other benefits that video telematics provides – namely, identifying driver training issues, improving fuel efficiency, aiding accident investigation, providing evidence for insurers and authorities and ultimately lowering insurance premiums and operating costs – it is clear that cheap-and-cheerful dashcams do not provide the same level of ROI that medium and higher-end systems will.”

Singh adds: “For these reasons, many operators are replacing or snubbing low-end, consumer- targeted dashcams.”

Possible pitfalls

But be warned. According to Vernon Bonser, sales director of VisionTrack, a combined camera and telematics unit might be seen as the “holy grail” for some operators, but there are pitfalls in the current technology. “This type of solution requires considerable processing power, which in turn creates heat that needs to be correctly managed,” he explains.

“A windscreen-mounted device is highly exposed to changes in outside temperature, especially when a vehicle is parked and the ignition off, so there is a danger that a processor will overheat and shut down.

“A connected vehicle camera is a mission-critical device that simply cannot fail.”

Bonser adds: “A fan could be added, as per your laptop, to assist with cooling, but this creates an additional point of failure. And if the vehicle has been parked for a few hours, how long does the fan take, once switched on, to cool the unit enough to permit it to boot up? How far could the vehicle have travelled by this point?”

Bonser says there is another challenge that must be kept in mind: “The big focus in telematics for the past 10 years has been driver behavioural information, but if you are going to engage with drivers then it is important that the data is accurate.

“The established big players in the telematics marketplace have invested heavily to develop hardware and algorithms to measure this information accurately.

“A telematics unit fitted low in the vehicle has been proven to accurately capture the G-force felt by the tyres and chassis through corners and when braking or accelerating.

“In contrast, a device mounted on a windscreen will measure the same G-force very differently, because the high centre of gravity means the process is negatively affected by the additional sway of the vehicle.”

As far as the future is concerned, Microlise says, the real skill will be harnessing a combination of the internet of things (IOT), telematics data collection, data mining, AI and machine learning to improve real-time decision making, as well as end-to-end connectivity. Boiled down, it means cameras are good, but only with the added information provided from the vehicle’s Canbus electronic network can you achieve full insight.

Watson says: “Our incident data recorder option presents granular-level information relating to what a vehicle was doing 30 seconds before and immediately 27.4.20

BARNEY GOFFER: AI allows us to tap into consumer trends to aid fleet operations

after an impact or near miss. Information such as speed, accelerator position, clutch position, brake application, RPM, engine torque, exhaust brake, gear engagement and cruise control are highlighted alongside location information.

“Our solution also provides vehicle speed information, taking the posted road speed into account. When this data is accompanied by footage from an incident, a complete picture can be built.”

Gavin Thoday, CEO of Innovative Safety Systems (ISS), says the Canbus uses a common language that is open and doesn’t require invasive installation.

“We and other companies are able to ‘listen’ and gain the information without physically intervening, so the integrity of the vehicle’s electronic systems is protected.

“Crash detection and harsh braking or acceleration can all be accurately measured without access to the vehicle Canbus. The vehicle can provide other useful data for driver behaviour, dependent on the application.”

Perhaps the biggest change to truck cameras in the months and years ahead is just how much AI will be relied upon to speed up and improve the amount of data available to operators.

Barney Goffer, UK product manager at Teletrac Navman, says: “We are already using AI to improve data integration, by syncing information from multiple sources on to one single platform, enabling advanced algorithms to interpret the data in more meaningful ways and vastly improve the decision making process for fleet managers.”

“But AI is not simply about improving decision making; it also allows us to tap into consumer trends to aid fleet operations, like the use of voice applications.

“By integrating voice technology into fleet management software, operators can eliminate or reduce manual effort, making it a lot faster to accomplish tasks.”

It’s a future that VisionTrack also sees coming our way: “The single biggest change to the market is true video telematics – the use of AI to analyse driving style through video footage and even predict who the most at-risk drivers really are,” says Bonser.

“The implications in the insurance market alone here are staggering and this will play a massive part in inception of autonomous vehicles, which will inevitably become part of our world and future journeys.” ■

LOOKING SIDEWAYS Front-facing truck cameras are not always enough to give a driver maximum visibility of what’s going on around the vehicle.

SmartWitness has been offering side-camera solutions since 2009. MD Paul Singh says they ensure pedestrians and cyclists are clearly visible to the driver by eliminating blind spots.

“Additionally, when recorded they are an important tool for driver training and for mitigating and investigating insurance claims,” he says.

Volvo Trucks has begun offering the option of side cameras across its new truck range and John Comer, the manufacturer’s UK product manager, says it’s not just for helping operators comply with schemes such as FORS and CLOCS. “It’s due to this area being a blind spot,” he explains. “You’ve still got the main mirrors, but this offers a view down the side and slightly forward as well.”

Comer says that operators are increasingly aware of driver visibility and that fitting side cameras is not just a commercial decision – but also a moral and ethical one.

He adds: “It’s not only to support vulnerable road users but also to support the driver. They are a driver aid. They are not preventive per se; they are a support system to help make a driver’s job easier.”

In Newcastle, the city council’s fleet of refuse trucks is taking visibility one step further with cameras that provide 360-degree views around the vehicles.

The council says the RX Lite live camera recording systems, as well as reverse radar and LED warning signs from ISS, are giving additional reassurance and security for its staff and the public.

Peter Morton, Newcastle City Council fleet manager, says: “There is an increasing number of cyclists on the road and we are installing more cycle lanes.

We want to make sure we have taken every possible measure to keep cyclists safe in Newcastle and maintain our excellent safety record.”

MotorTransport 19

MT Awards 2020 shortlists Home Delivery Operator of the Year MT profiles the shortlists for this year’s awards DPD

When DPD approached major customers for feedback on its performance the message came back loud and clear – deliver those tiny noticeable things (TNT) which, as one chief executive explained, “separates the truly great companies from the rest”. To that end, DPD launched its Tiny Noticeable Things campaign aimed at creating a more personal home delivery service. First it turned to its consumers, asking them, via its DPD customer app, what additional services they would like. Ideas came thick and fast and from these DPD developed six new offerings, including a facility to alert customers their delivery is five minutes away and the ability for consumers to change their parcel’s destination during delivery.

Results have been impressive with DPD delivering 2.75 million more parcels right first-time compared with the previous year – a performance reflected in its ranking at the top of the MoneySavingExpert’s 2019 poll of 9,475 shoppers.

In the same year, DPD also ramped up its drive to cut its carbon footprint, boosting its electric vehicle fleet yet again to 622 vehicles, compared with just five in 2017. And, after seeing a gap in the market, DPD designed and launched its own cargo bike, the P1, for urban deliveries, which will save the company 30 tonnes of CO2 a year.

Judges praised the company’s commitment to listening to customers and consumers alike and its dynamic approach to designing its own cargo bike.

Wren Kitchens

Wren Kitchens is constantly upgrading its delivery service to help it keep one step ahead of its rivals in what is a competitive and demanding market.

In 2019 the company, which runs a fleet of 214 vehicles, delivered 95% of its kitchens on time and in full, aided by some new initiatives including its ‘My Account’ app, which keeps customers informed of

20 MotorTransport

Sponsored by

their order status from beginning to end, and a series of animated customer videos illustrating the delivery process.

Wren Kitchens has also made significant cuts to its delivery costs and its carbon footprint with the introduction of its triple-trunking system. This uses an 18-tonne truck to carry six kitchens in three specially designed demountable boxes for the major part of the delivery route. Once close to delivery point the three boxes are demounted and placed onto 7.5-tonne Isuzu trucks for final-mile delivery.

Over an 18-month period the triple-trunking system has cut the company’s carbon footprint by approximately 33%, delivered efficiency savings of £2.91m and it helped the company achieve more than 20% annual growth year-on-year, for the 10th consecutive year.

Judges praised Wren Kitchens for its clear commitment to improving customer experience, its high percentage of on-time deliveries and the significant cuts achieved in its carbon emission levels.

Keen & Able

Premium two-person home delivery firm Keen & Able has attained outstanding customer service levels since its launch in 2016, achieving a 98% successful delivery record and a 4.8 “excellent” rating on Trust Pilot. It has also delivered rapid growth with consignments rising from 34,000 to 120,000, over the past three years, and revenue up six-fold from £700,000 to £4.3m. Further strong growth is forecast this year, with revenue predicted to rise to £6m and consignments tipping 120,000. This rapid expansion has helped create another 100 jobs and seen the company expand into a new 40,000sq ft facility in Northampton, with a 20,000sq ft satellite depot in Manchester, saving more than 500,000 road miles a year and reducing the average driving day by two hours. It has also invested in 25 new liveried, purpose-built, 3.5-tonne Maxi-Mover vans, doubling fleet capacity.

Training is highly valued with all two-person crews required to pass a customer service training course before going out on the road and all drivers attaining drivers’ hour training to HGV standards.

The second person on each van is also trained as a customer service representative (CSR), liaising with the customer throughout the delivery journey and also with the depot, which frees the driver to focus solely on the route.

Judges praised Keen & Able’s high customer satisfaction scores, its commitment to training drivers to HGV standard, its strong financial performance and its professional delivery experience.

27.4.20

MT Awards 2020 shortlists Customer Care Award Sponsored by DPD

DPD is the UK’s leading domestic parcels carrier and 2019 was another successful year, with a turnover up £72m to £1.38bn.

One comment to emerge from DPD’s regular meetings with customers was “it’s the ‘tiny noticeable things’ (TNTs) that separate the truly great companies from the rest”.

The TNTs for 2019 were: prove yourself to make it easier to prove a consumer’s identity when collecting a high-value parcel from a DPD site; partner rewards – gives consumers discounts from companies DPD delivers for; message the driver; you’re next to alert consumers when the driver is five minutes away; in-flight changes to a delivery once it’s already out on the road; rate my driver.

The judges’ comments included: “A fantastic entry with a strong focus on customer service”, and “by listening to its customers it has made small changes to what is already a great service offering”.

DFDS Cold Chain

In 2019 DFDS Cold Chain excelled in every aspect of its business thanks to a commitment at all levels to consistently exceeding customers’ expectations. With 240 staff, up from 170 in 2018, and a fleet of 398 trucks and trailers operating from six depots from Cheshire to the Suffolk coast, DFDS Cold Chain distributes chilled and frozen foods for major customers including all the large supermarkets. Last year it achieved a 35% rise in turnover and a 55% boost in profit, after overall performance exceeded the service level agreement of 98%.

Net promoter scores range between 57 and 80 across the depots, well above the average of 53 for the logistics sector.

Judges were impressed with the “very professional submission” and said there was a “clear link between customer satisfaction and growth in the business”.

Gist

Starbucks and Gist have had a longstanding, highly integrated, collaborative relationship since 2010 and this has strengthened in recent years with a number of strategic developments, including the establishment of a dedicated customer excellence team in June 2019.

In just three months, Gist created a customer excellence centre for Starbucks

22 MotorTransport

in three months, with team members working 12-hour shifts, 364 days a year. The centre answered 24,000 queries in seven months from more than 1,000 stores with performance consistently over 98% of calls answered within 20 seconds. The centre provides insights to Starbucks enabling it to better understand claims data from its franchise and licensed partners by store and region.

Judges described this entry as an “excellent customer service case study where Gist helps Starbucks to better understand its own business while providing significant service improvements”.

Paul Ponsonby

Paul Ponsonby is a transport and warehousing company specialising in delicate, high-value items based in Birmingham. Established in 1998, the company has expanded year-on-year and now employs 55 people.

Its entry states: “Customer satisfaction is our number-one priority. This ethos is cascaded throughout the entire company.”

Early on, the company developed and implemented a customer commitment plan to ensure it is not only meeting but exceeding client expectations.

The plan is based on: a loyal, hard-working and knowledgeable team; excellent communication; flat management structure; a positive attitude throughout the operation – ‘nothing is too much trouble’; successfully meeting SLAs/KPIs; constantly seeking improvement.

The MT judges said: “This entry shows real positivity throughout the team with a strong focus on customer service” and “the daily team meetings to discuss customer feedback from the previous day is a great real-time reaction”.

Stagefreight

The majority of Stagefreight customers work in the fast-paced entertainment industry, with very specific targets and schedules that cannot be missed. Founded in 1986, Stagefreight provides transport services for events of all shapes and sizes, and has expertise in TV, music, theatre and exhibition transport. While other event transport companies rely on a production manager to take care of the loading, Stagefreight drivers don’t just wait for their trucks to be ready to drive out; they get stuck in and help with every part of the job.

Stagefreight’s average load time target for a stage show truck is between three and four hours, 20% better than the industry standard, and for an average five-truck show, it aims to have all trucks on the road within 10 hours.

Our judges could clearly see that “everyone in the company is aware of what is required to deliver excellent customer care”.

27.4.20

Everyone talks, one delivers.

The new Actros.

MirrorCam. In place of regular exterior mirrors, the new Actros is equipped with the revolutionary, aerodynamically ingenious MirrorCam. The system doesn’t just provide an optimal all-round view, it also offers high levels of safety when manoeuvring, turning and changing lanes. www.mercedes-benz-trucks.com For more information scan the QR code.