GreenFleet 130 - Sustainable Transport Best Practice Guide

SUSTAINABLE TRANSPORT

Best Practice Guide

Reducing the environmental impact of your fleet and travel operations Brought to you by

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02 Green Travel Plans

05 Electric Vehicles

08 Chargepoint Procurement

The first Covid-19 lockdown demonstrated how much cleaner our air can be if we substantially cut travel. This, together with the recent announcement that diesel and petrol cars will be phased out ten years earlier than planned presents a highly persuasive case for implementing a sustainable travel plan – taking into consideration fleet management and staff commutes

Introducing electric or plug-in hybrid vehicles into a business fleet, no matter how few, is an impressive step for any organisation. But such a move requires careful planning. The Energy Saving Trust shares five points to consider before making the switch to electric vehicles to ensure success

The announcement to bring forward the phase-out date of petrol and diesel vehicles to 2030 means all fleets need to start thinking about becoming zero-emission. Electric vehicle charging therefore needs to be more widespread and accessible. GreenFleet caught up with Cenex CEO Robert Evans for a recap on chargepoint procurement best practice

10 Alternative Fuels

13 Expert Panel: Vehicle Technology & Data

While steps are taken for an electric future, alternative fuels should be adopted as an interim measure, a move which could see an estimated 1,250 lives saved a year. Michael Lunn from the Environmental Industries Commission talks through the options

Switching to electric vehicles requires careful planning, and telematics can give fleet managers insight into whether or not they would be suitable. Our expert panelists discuss this and other ways technology can improve fleet operations

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TRAVEL PLANS SPONSOR’S COMMENT

Why Nissan should be your first choice for sustainable transport Peter McDonald fleet director, Nissan Motor GB Ltd.

The fleet manager looking to run electric vehicles as part of his or her transport operation has plenty of options as we approach the end of a year like no other.

Despite the distractions of Covid19, car manufacturers have been working tirelessly to stay ahead of the game in terms of EV development.

Here at Nissan, we’re in the vanguard. We’re pioneers in EV technology, of course, since the allelectric Nissan LEAF and e-NV200 lead the field when it comes to award-winning, environmentallyfriendly transport solutions.

And we’re well aware that running electrified vehicles really does say something about an organisation.

It demonstrates that actions speak louder than words when it comes to looking after our planet – and on a less altruistic level, it can be a move that delivers long-term cost savings – never more important than now, perhaps, with cash flows and revenue levels impacted by the global pandemic.

The first step towards adding EVs to a fleet is to identify which vehicles can be replaced by them. It is not cost-effective, or practical, to simply replace every internal combustion engine vehicle with an electrified alternative. Not yet, anyway.

But that’s where Nissan scores so highly. We can help you work out which of your vehicles could perhaps be switched out – and we have an extensive line-up of petrol- and diesel-powered alternatives, for when electrification isn’t the best option.

Our LCV range is unrivalled and so many of our cars are iconic, from the Juke and Qashqai crossover cousins to the marvellous little Micra.

Making the change to emission-free transport can be a genuinely rewarding process. There might be challenges along the way, but with our dedicated specialists, and our superb fleet dealer network, we’ll work alongside you to overcome them and help you realise those long-term benefits.

Talk to us today and let’s plan a cleaner, greener future for us all.

FURTHER INFORMATION www.nissan.co.uk

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Creating a green travel plan The first Covid-19 lockdown demonstrated how much cleaner our air can be if we substantially cut travel. This, together with the recent announcement that diesel and petrol cars will be phased out ten years earlier than planned presents a highly persuasive case for implementing a sustainable travel plan – taking into consideration fleet management and staff commutes lift to work with. The average commuter has According to the Energy Saving Trust, a travel over five people they could share a lift with plan is a strategy to address travel during the within walking distance of their home. But working day and to and from the workplace. census data for England shows that only It is not an anti-car policy, but rather a 15 per cent of commuters currently walk or way of promoting safer, more sustainable cycle, 18 per cent use public transport and alternatives to single-occupancy car travel, just 10 per cent share a car with a co-worker. and ensuring the right type of transport is According to Mobilityways, the opportunity used for any necessary travel. A travel plan to reduce commuter emissions is currently can also be used to assess whether travel being missed. The Department is needed at all, or if alternatives such as for Transport’s videoconferencing could be used.

Decarbonising Transport A travel plan should begin Accord document, published with a survey to establish how in March 2020, employees and other site to data ing by does not mention users already travel, and a Mobilit y w commuters or site audit to identify possible a y s billion k , 10 the importance alternatives. This information could bg of CO2e of employer can then be used to identify travel plans. In new policies and targets people e saved if commu addition, current for travel reduction. more su t rules for public The Energy Saving Trust stainab ed sector and business recommends travel policies are ly greenhouse gas built around a low carbon travel emission reporting do hierarchy which prioritises active not make the inclusion travel first, such as walking, cycling and of commuting and ‘grey fleet’ public transport, followed by zero or lowbusiness miles compulsory, bypassing an emission vehicles and pool cars. Staff should important opportunity to incentivise and be discouraged from using their own grey motivate employers to tackle the issue. fleet unless there are no alternative options.

Mobilityways has launched an average Vehicle selection is very important for commuter emissions level (ACEL) online organisations running a fleet of vehicles, calculator to help businesses and public and with petrol and diesel vehicles slowly sector organisations to make data-driven being phased out, consideration needs to decisions on mobility planning and policy. be given as to how fleets can transition to electric or other alternatively fuelled vehicles.

Grey fleet Grey fleet vehicles tend to be older than Commuter travel company cars and are likely therefore According to data released by Mobilityways, to be fitted with fewer safety features, 10 billion kg of CO2e could be saved if as well as be more polluting. people commuted more sustainably, either Research from Enterprise Rent-A-Car shows by walking, cycling, using public transport that more than half of grey fleet drivers or car sharing – the equivalent of London’s (54%) say they don’t conduct basic safety carbon emissions for almost four months. checks before a long trip of a hundred miles In the UK, commuting accounts for 18 or more, while around one in five (19%) billion kg of CO2e – 25 per cent of transport say they currently have a warning light emissions and five per cent of total emissions. showing and don’t plan to have it checked.

Mobilityways, a new organisation committed Enterprise warns that this could to helping businesses achieve zero carbon result in significantly increased risk commuting, analysed travel data for 285,000 and cost for organisations. commuters across 200 major UK employers.

For safety and environmental reasons The data shows that 42 per cent of therefore, grey fleet usage should commuters could walk or cycle, 46 per cent be discouraged, with alternatives could use public transport, and 92 per cent like active travel, car share, pool car have one or more colleagues living within or car clubs being examined. one mile of them who they could share a

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Promote greener vehicles With the government phasing out new ICE vehicles, organisations should consider implementing a travel policy prioritising the use of zero and ultra low emission vehicles over petrol and diesel and ensure this is effectively communicated.

On April 6 2020, the government eliminated Benefit in Kind (BIK) tax for drivers using an EV, making leasing an EV through workplace salary sacrifice schemes attractive. Previously, 16 per cent BIK tax was applied to the vehicle, but now those who lease an EV via salary sacrifice pay for it completely tax-free, while combustion vehicles are still subject to an average of 27 per cent BIK tax when using salary sacrifice.

According to Octopus Electric Vehicles, the number of drivers opting to lease an electric vehicle (EV) almost doubled in the first six months since the tax incentive was introduced.

Workplace salary sacrifice schemes enable employees to pay for vehicles from their gross salary, saving on both national insurance and income tax. Combining salary sacrifice and 0 per cent BIK typically cuts monthly leasing payments by 30-40 per cent – and eliminates all upfront costs.

BIK tax for EVs will increase to one per cent in April 2021, and two per cent in 2022.

Introducing a fleet of electric pool cars can be a great way to reduce the environmental impact of business travel, as well as get more people to try electric or plug-in hybrid vehicles, therefore increasing awareness and confidence.

Organisations could also consider joining a car club instead of using pool cars or relying on staff-owned vehicles. Highland Council, for example, has reduced its annual business mileage by more than 825,000 miles and made cost savings in excess of £400,000 in the first 12 months since introducing a car club. This represents a 15 per cent reduction in overall business travel costs. The council’s grey fleet mileage has fallen by nearly a

quarter (22 per cent) and its overall business mileage has dropped by 13 per cent.

Driver training Diesel and petrol vehicles will still be with us for the foreseeable future. Even when new cars are electrified, there will still be second hand petrol and diesel vehicles in circulation for some time.

To get the most out of the fuel, there are simple steps that all drivers can take to be more energy-efficient. These include going easy on the accelerator and avoiding over-revving and using an appropriate speed for the conditions, which will often be slower than the speed limit.

Maintaining a safe distance, allowing time and space to anticipate potential hazards to avoid having to slow down and speed up frequently; and using the highest possible gear for the speed travelled will also make for more efficient driving.

For electric vehicles, it is worth getting staff familiar with them to help build confidence and improve their overall experience.

Depending on the staff member’s experience, training can include how to operate the vehicle, using public charge points, how to drive as efficiently as possible to achieve maximum range, as well as making the most of the regenerative braking.

The benefits of technology The Covid-19 pandemic has shown how well technology can facilitate remote working and virtual meetings. To continue this momentum, organisations should use video conferencing to avoid work trips as much as possible, but they must ensure staff have access to devices that enable videoconferencing, as well as adequate internet access to do so.

Organisations should also keep a record of mileage saved in this way, to promote the benefits of the system to the Board.

In-vehicle technology, such as telematics systems that monitor driver behaviour and

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provide feedback, can also be a good way to ensure that all drivers are as efficient as possible. Telematics systems allow events such as harsh braking and speeding to be recorded, to ensure that fuel-efficient driving techniques are utilised. These systems often produce a driver ‘score’, based on the individual driver’s habits. These scores can be used to incentivise the safest and most efficient drivers, as well as indicating which drivers may require further training.

Running a fleet With the government’s announcement that it will ban the sale of new diesel and petrol cars and vans by 2030, now is the time to consider if electric vehicles would be suitable so that fleets are future proofed. Before doing so, fleet managers must ensure they are viable.

Telematics can help give fleet managers the insight they need to establish whether electric vehicles would be suitable for their operations.

Charging infrastructure must be considered too. Will staff charge at work, at home or on route using public chargepoints?

The Workplace Charging Scheme from the government offers organisations up to £350 per socket and it covers up to 40 sockets per company.

Organisations should also ensure staff are aware of the Electric Vehicle Home Charge Scheme. This provides grant funding of up to 75 per cent towards the cost of installing electric vehicle chargepoints at domestic properties.

See page 26 of this magazine for advice on chargepoint procurement, and page 23 for further information on what to consider when implementing electric vehicles onto a fleet.

New hybrid and plug in hybrids will not be banned until 2035, and can be useful for organisations where electric vehicles are not yet suitable. L FURTHER INFORMATION www.energysavingtrust.org.uk

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ELECTRIC VEHICLES

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Five points to consider when implementing EVs Introducing electric or plug-in hybrid vehicles into a business fleet, no matter how few, is an impressive step for any organisation.

However, it is important to note that the journey should not end there. Energy Saving Trust (EST) advises that organisations consider the following when implementing electrified vehicles into the fleet.

Infrastructure to charge your vehicles A common reason for under utilisation of electric vehicles within a fleet is a lack of charging infrastructure to support them.

It sounds simple but ensuring charging infrastructure is in place at the point of EVs being deployed into the fleet will build staff confidence in the vehicles and reduce any underlying range anxiety they may have.

Written by Energy Saving Trust (EST)

Introducing electric and plug-in hybrid vehicles into a business fleet needs careful planning.

The Energy Saving Trust shares five points to consider before making the switch to electric

The minimum technical specification for If you have multiple work sites and vehicles the Workplace Charging Scheme has been often travel back and forth, consider updated. Chargepoint models under ‘fast DC’ installing charge points at each site to allow with a charging output greater than 3.5kW top-up charges throughout the day. For and not greater than 22kW are now eligible. plug-in hybrid electric vehicles, remember EST meanwhile offers grant funding for to keep these charged daily to maximise workplaces in Scotland to install charging electric miles, minimise petrol consumption infrastructure, and for staff and ensure your costs are kept low. who drive a ULEV as The Workplace Charging Scheme (WCS) their designated is a voucher-based scheme that company vehicle. provides support towards the upThe Organisations front costs of the purchase and tim should also ensure installation of electric vehicle day tha e of staff are aware charge-points, for eligible vehicles t electric of the Electric businesses, charities and are cha can hav rged Vehicle Home public sector organisations.

Charge Scheme The grant cap is now set at impact e a huge on the from OLEV. This £350 per socket and it covers savings cost provides grant E up to 40 sockets per company.

achieve d

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the regenerative braking. For some, even the thought of driving an automatic for the first time can be daunting. Once some staff are comfortable using the organisation’s EVs they could champion the vehicles and provide inductions to their colleagues.

Speed has a larger impact on EV range compared to conventional vehicles, so it is important staff are aware of this in advance to plan their journeys effectively.

Learning driving techniques to maximise regenerative braking will not only improve driver safety but will further demonstrate the efficiency of these vehicles compared to petrol/diesel equivalents. Try introducing friendly competition by tracking the kWh/mile of each journey to incentivise efficient driving. For businesses in England, EST offers subsidised ULEV training through the Ecodriving programme.

Fully charge your vehicles when electricity is cheapest The time of day that EVs are charged can have a huge impact on the cost savings achieved. Your organisation will likely be billed for electricity consumption across set time bands or half hourly which means paying higher tariffs during peak demand. The cost of electricity is at its lowest overnight when demand is low. Fully charging your vehicles overnight and avoiding peak energy times as often as possible will increase your cost savings and help ensure your vehicles are powered by cleaner energy.

Familiarisation training can vary depending on the staff member’s experience, from how to operate the vehicle, to using public charge points, through to driving electric and plug-in vehicles efficiently and making the most of the regenerative braking  funding of up to 75 per cent towards the cost of installing electric vehicle chargepoints at domestic properties across the UK. From 1st July 2019, the scheme will only support smart chargepoints.

Implement a travel policy Create and implement a clear travel policy prioritising the use of zero and ultra low emission vehicles over petrol and diesel counterparts, endorsed by the senior management team. Ensure this is effectively communicated to all existing staff and is included in new staff inductions.

To further reduce costs and minimise petrol/ diesel vehicle use, EST recommend travel policies are built around a low carbon travel hierarchy. Low carbon travel hierarchies should prioritise active travel i.e. walking,

cycling and public transport, followed

by ULEVs and pool cars. Staff should be discouraged from using their own grey fleet unless there are no alternative options.

EST can offer further advice on how to successfully implement a travel hierarchy within a travel policy, speak with a member of our team at your convenience.

Arrange staff familiarisation training Familiarising staff with electric vehicles before booking work trips will build confidence and improve their overall experience when driving.

Familiarisation training can vary depending on the staff member’s experience, from how to operate the vehicle, to using public charge points, through to driving electric and plug-in vehicles efficiently and making the most of

Combine with on-site renewables and battery storage On-site renewable electricity systems, such as solar photovoltaics (PV) and wind turbines, can not only save your organisation money, but can further support the decarbonisation of your fleet by generating clean electricity.

Sunlight and wind provide free fuel. Once the technology is in place you will see reductions in electricity costs and a reduction in your organisation’s carbon footprint. For example, a 4kWp solar PV system can generate around 4,200kWh annually in London or 3,200kWh annually in Scotland – that’s the same amount of electricity required to drive a 41kWh Renault Zoe around 12,600 miles in London, or 10,000 miles in Scotland.

You may have the roof space to install a system significantly larger than 4kWp, which is typically more cost-effective in the long run. While your vehicle is on the road, the green electricity generated by your renewable systems will either power your building or go back into the grid. However, if you wish to store this energy, a battery storage system allows you to capture this clean energy and save it for a time that is useful, i.e. charging your vehicle during peak electricity demand.

For inspiration and information on what renewable systems you can install, check out the Green Network for Businesses delivered by the Energy Saving Trust in partnership with Resource Efficient Scotland. L FURTHER INFORMATION www.energysavingtrust.org.uk

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CHARGEPOINT PROCUREMENT

Useful resources for EV chargepoint procurement

the fear that what gets installed now might become quickly outdated.“

New types of charging Cenex’s research activities remain focused on unlocking the potential for new types of charging, including vehicle-togrid (V2G) and wireless charging. V2G chargers can feed power back from EV batteries into nearby buildings or back to the grid. The benefits offered include cost reduction and revenue generation.

Robert Evans comments: “My team has been active in more than 10 research projects to date and published extensively The announcement to bring forward the phase-out date of on V2G, most recently reviewing the petrol and diesel vehicles to 2030 means all fleets need to V2G value propositions. We are still a start thinking about becoming zero-emission. Electric vehicle few years away from the mass-market adoption of competitively priced V2G units. charging therefore needs to be more widespread and accessible.

The key use cases for V2G are arguably GreenFleet caught up with Cenex CEO Robert Evans for a recap where EVs are parked with longer dwell on chargepoint procurement best practice times than needed to charge the EV, and the energy can be fed back into a customer’s buildings. We have looked The recently confirmed 2030 target for the “From the Cenex perspective, the guidance particularly at the integration of EVs and phase-out of petrol and diesel vehicles isn’t an end in itself, but often marks the V2G with solar power and on-site battery means all fleets need to become green beginning of the dialogue and support we storage. Examples include the Amsterdam fleets, and electric vehicle (EV) charging offer our customers. My team works with Arena, where Ajax plays its football. needs to be widespread and accessible many public bodies that are developing “Another example of new technology where both fleets and the general public’s policies and plans for their towns, cities is wireless charging, considered suitable vehicles will park and charge. Put simply, and regions, as well as for companies that for locations where EVs have very short we will need many more places to charge have multiple sites and different types of dwell times, such as taxi ranks. Our WiCET EVs than we have today, and that means EV to consider. What we find is that it helps project is looking at taxi-rank operation a lot more chargepoint procurement. those reading formulate their thinking and in Nottingham as a pilot. This type of One of the best-known guides aids discussion within their organisations wireless charging is likely to available is the Chargepoint Procurement to develop a collective position as come into its own when Guidance, originally prepared by Cenex to their requirements ahead of autonomous shuttles and published by the UK Electric Vehicle procurement, and cements Poorly start to be introduced.”

Supply Equipment Association (UK EVSE) the importance of long-term mainta

and now available with the Renewable thinking. This dialogue chargep ined The guidance Energy Association (REA) after the merger means our customers are o i n t s to indir lead The guidance of the UKEVSE members into the REA able to make progress terms o ect costs in summarises the EV Group. This independent and industry quicker, and tend to “nine Ps” to informed self-help guide for those planning lean on my team more reputat f complaints, ional da consider for electric chargepoint purchases remains one of for analysis to identify and org mage vehicle chargepoint the more comprehensive and accessible candidate sites and a procurement. guides. The second edition is available reassurance on questions time to nisational The first P is to download from the REA website. of future-proofing, given resolve “Product”. The guide Commenting on the guidance, Robert describes the different Evans, CEO of Cenex, said: “The beauty of types of chargepoint product EV charging is that it can be done that have been introduced in multiple locations: at home; into the market over the last decade, as at work; in public car parks; well as explaining about smart charging, at tourist, leisure and retail whereby the charge across a group of destinations; and at motorway chargepoints can be limited. At times service areas. The diversity of of low EV demand, smart chargers can locations brings convenience operate at full power, but at times of high for the EV motorist, but EV demand, charge rates to the points can also means multitudes be limited. In some cases, this mitigates of organisations will the need for network-upgrade costs. need to procure EV chargepoints. Many of Power these will be undertaking With EV uptake now accelerating and this task for the first the anticipation of larger numbers of EVs time and, as a result, in future, it will be increasingly common in need of advice. for procurement projects to involve “In preparing the first and multiple chargepoints at given locations. second editions of the guide, The available power supply therefore we wanted to offer those new becomes a critical consideration. to EV charging an independent The guide includes a table with guide on good procurement planning. illustrative cost data sources for a joint The guidance has stood the test of publication by UK EVSE and Western time, and its relevance is only increasing, Power Distribution dating to 2018. as EV sales are set to rapidly increase.

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Placement This section of the guide discusses the different location types, such as on-street, workplace and public, which will each have different considerations when it comes to EV chargepoint strategy. Also covered are specific points of interest, such as planning consent, parking-bay layouts and enforcement, and power-supply location.

Payment At the time the first edition of the guide was being prepared, it was common for chargepoints to be part of chargepoint network operator (CPNO)-run membership schemes, in which members would use RFID membership cards to access chargepoints. Payas-you-go charging was a new development, notably for rapid chargers. Now typically called “instant access”, pay-as-you-go is commonplace – not least because it has been made a legal requirement for new chargepoints. For higher-power chargers, contactless or chip-and-pin payment approaches make sense. For fast chargers, instant access is commonly offered by scheme operators through smartphone apps.

Proprietorship Traditionally, a chargepoint was purchased and owned by the host but placed under the operational control of a CPNO. Now, the increased numbers of chargepoints required within cities and across national retail operations mean proprietorship questions are becoming more important. Organisations can now choose to lease rather than buy chargepoints, and also consider leasing prime sites to CPNOs to then act as ownersoperators. In addition, they can run more of a shared risk-reward model, in which the groundwork for a range of locations for chargepoints are constructed and owned by the hosts and made available for CPNOs to operate from. CPNOs bid to have the operational concession for a fixed number of years. The profits from the scheme can then be split between the supplier and the host.

Project management This section of the guide highlights the need to identify key stakeholders and the tasks they will be responsible for within any chargepoint project. The guide notes that some chargepoint providers offer combined installation services and lists the potential benefits and pitfalls associated with this packaging of services.

Price, procurement and maintenance This section of the guide covers three related topics: price, procurement, and maintenance. For price, indicative costs for the delivery and installation of different chargepoint types are given alongside typical operational costs. There are further questions which the reader can ask themselves as a potential host to understand the additional costs involved in a chargepoint project. For procurement, there is a list of potential quality questions to be asked when doing procurement activity is given.

Maintenance meanwhile has a direct

The diversity of locations brings convenience for the EV motorist, but also means multitudes of organisations will need to procure EV chargepoints. Many of these will be undertaking this task for the first time and, as a result, in need of advice. impact on running costs, but poorly maintained chargepoints lead to indirect costs in terms of customer complaints, reputational damage, and organisational time to resolve. This information focuses on service level agreements and what they could and should include.

Process of installation The installation process is another key part of the overall chargepoint project.

The guide considers the latest electrical requirements introduced in the 18th edition of the IET Wiring Regulations, which came into effect on 1st January 2019.

Publicity and marketing This final section gives information on how to optimise use of installed EV chargepoints by ensuring that prospective users are aware of the equipment and its availability.

Summary of advice When asked if there were some key takeaway lessons from the review, Evans noted that three come to mind: “Firstly, don’t make

your procurement about the short-term expediency of chargepoint price. Make sure to consider all factors contributing to costs and plan for evaluation criteria that ensure a balanced scoring of offers coming in, notably considering quality and the long-term.

“Secondly, don’t forget about maintenance.

Poorly maintained chargepoints lead to indirect costs in terms of staff and customer complaints, reputational damage and organisational time to resolve.

“Thirdly, take time to consider the power requirements at sites and how these can be evolved over time. Traditionally there has been an expectation that the local grid will meet power needs, but site managers will attest to the cost for capacity upgrades. Therefore, there is value in considering the benefits on off-site generation and battery storage alongside future EV charging needs.” L FURTHER INFORMATION Read the guidance on the REA website: www.r-e-a.net www.cenex.co.uk

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Sustainable Transport Guide Written by Michael Lunn from the Environmental Industries Commission (EIC)

ALTERNATIVE FUELS

Making use of the alternatives

Alternative fuels are already here Hydrotreated Vegetable Oil (HVO) is a cleaner burning diesel alternative fuel which can reduce exhaust gas emissions.

It is a sustainable fuel, a fossil-free, low carbon drop-in diesel replacement made from 100% renewable waste, residues and vegetable oils which reduces greenhouse gas emissions by up to 90%, in addition to sizeable reductions in tailpipe emissions.

While steps are taken for an electric future, alternative fuels HVO is already widely used by many should be adopted as an interim measure – a move which could European heavy goods vehicle (HGV) see an estimated 1,250 lives saved a year. Michael Lunn from manufacturers such as DAF, Scania, Volvo, MAN, Mercedes-Benz, Renault and Iveco. For the Environmental Industries Commission (EIC) talks through the passenger cars, companies like Mercedes, options of proven alternative fuels Citroen, Volvo, Renault, Peugeot and Nissan have developed an HVO offering.

Production is increasing across Europe No one is doubting that the long-term goal How many more lives will be lost to poor and beyond as customers look to should be for all vehicles on our roads to air pollution in the meantime? How many cleaner alternatives where an electric be emission free. It is vital that we make health conditions will be exacerbated by version is currently out of reach – either this step to meet our Net Zero aspirations, exhaust fumes over the next ten years? technologically or financially. but equally to solve the issue of poor air At the Environmental Industries Commission A hydrocarbon gas that exists in a liquefied quality that has a devastating effect on (EIC) we represent the businesses that work form, Liquid Petroleum Gas (LPG) is a colourless, people living in urban areas and cities. in environmental technology. Our members low carbon and highly efficient fuel. Supplied Regular readers of this magazine will be all are the pioneers who come up with practical in two main forms, propane (C3H8) and too aware of the devastating effects of poor and tangible solutions to some of our biggest butane (C4H10), LPG has a range of uses air quality. The World Health Organisation environmental challenges. Their approach is — from providing fuel for vehicles, leisure estimates that it could be responsible for methodical and steeped in common sense. parks, crop-drying, BBQs and heating homes. as many as 64,000 deaths a year in the UK. Looking at the issue of air quality they There are many variations of LPG More than this, it is a cause of coronary heart realised that the simple solution was to available, such as BioLPG. disease, strokes, respiratory diseases, lung encourage the use of alternative fuels, Popular across Europe cancer, and can severely exacerbate asthma. as an interim measure, while we An – in Italy around five The Government has responded with a firm await an all-electric future. Our interim per cent of cars and commitment to an all-electric future and a hugely conservative estimate trucks run off LPG – 2030 target for the end of the combustion is that more than 1,250 lives move t o and with European engine on our roads. Many have applauded the a year could be saved by alterna manufacturers foresight of this decision, but are we ignoring encouraging people to switch. could h tive fuels such as Dacia the reality that this deadline is a decade away?

Surely this is worth the effort? elp d

eli immed iate po ver an siti environ mental ve impact

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who also provide factory-converted LPG vehicles for sale in the UK. Outside of Europe, Hong Kong has converted around 20,000 taxi fleet vehicles to run off LPG fuel.

We’re not talking about the theoretical here – these fuels are already widely available, manufacturers are already making vehicles, and there are numerous countries around the world that have successfully championed their use.

Grant schemes to encourage use Even in the UK we already have great examples of encouraging the use of alternative fuels. For example, the GLA recognised that the move to an all-electric black cab fleet will take considerable resources and time, and for some drivers will be an unrealistic financial proposition in the short-term. Therefore, they expanded grant funding for LPG conversion in 2018.

Funded by the Mayor of London and TfL, the increase in the overall grant to £5m provided a £5,000 grant to an additional 1,000 TX4 Euro 5 owners. LPG was recognised as an effective and low-cost way to reduce particulates emissions to a minimal level, improving air quality from the black cab fleet while also reducing carbon compared to diesel.

Furthermore, the Mayor’s involvement in providing a ‘stepping-stone’ to alternative fuels through grants demonstrates that practical measures can be taken by government to reduce air pollution. There is a proven model here just waiting to be extended to new sectors – public transport, refuse collection, construction machinery could be revolutionised with similar grants. Imagine the benefits and environmental impact of a similar scheme aimed at converting fleet owners across the UK to LPG or HVO? What about aiming at specific markets where viable electric alternatives are still a number of years away, like commercial HGVs?

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We’re not talking about the theoretical here – these fuels are already widely available, manufacturers are already making vehicles, and there are numerous countries around the world that have successfully championed their use Electric challenges for fleet owners Readers of GreenFleet are likely to be aware of the challenges faced with a wholesale shift to electric. Cost, charging infrastructure, range, and availability of popular electric models, are often cited as barriers to entry for drivers. In addition, fleet owners will have specific needs and requirements that the ordinary driver may not have to deal with.

An interim move to alternative fuels could help deliver an immediate environmental impact on the road to an all electric destination. Where at the moment it might be difficult for fleet owners to justify the extra cost for electric vehicles, a financial incentive that encourages the use alternative fuels could encourage their use as an interim step.

In the lifespan of that vehicle, technology, production and design are likely to have caught up with the huge demand we’re already witnessing for electric vehicles, costs will reduce and charging infrastructure improve. As we get closer to the 2030 deadline, we will see more electric cars, vans and lorries come to market, giving fleet owners more affordable choices and options.

Changing post-COVID expectations This year’s pandemic forced a ‘new normal’ on many. With most people staying at home during lockdown, traffic reduced drastically and air quality improved. Many individuals remarked on the purer air quality as cycling and walking increased.

Now that the country is on a long road to recovery, we should remember that thanks to alternative fuels such as LPG and HVO we have the technology to considerably improve air quality today and that their use will help us avoid a return to a pre-pandemic air pollution levels.

Thanks to alternative fuels, we have the solutions to improve air quality now, not just in a decade’s time. L

Michael Lunn manages the Air Quality working group at the Environmental Industries Commission (EIC). Its latest research, Alternative Fuels Cutting Dangerous Air Pollution Faster, can be downloaded from the website: www.eic-uk.co.uk FURTHER INFORMATION www.eic-uk.co.uk

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Improving fleet utilisation a top priority for 2021 Organisations need to adapt to an unknown future caused by the Covid 19 pandemic, where vehicle requirements can change at the drop of a hat – whether that is scaling up or down at short notice New data from Europcar Mobility Group reveals the pandemic required 75 per cent of UK fleet managers to review their organisation’s fleet acquisition policy. And 43 per cent said that delivering fleet efficiencies through proactive management is one of their top three priorities in the next 12 months.

The last few months have been extremely challenging with the impact of COVID19. Now with a new regime of lockdown, fleet managers are faced with further uncertainty and continued fluctuations in demand. The need for business flexibility, therefore, has never been so important.

Organisations need to adapt to this unknown future, where vehicle requirements particularly can change at the drop of a hat - whether that is scaling up or down at short notice. Fleet managers are now, therefore, faced with the challenge of how to increase fleet size without huge impact to their balance sheet.

Acquisition and funding options for an optimised fleet were another key focus for fleet managers, according to the new Europcar insight. Over half have had to pay increased termination fees during the pandemic and nearly two thirds extended existing contracts due to issues with supply of new and replacement vehicles. It’s not surprising, therefore, that three quarters said that COVID-19 has required them to review their fleet’s acquisition policy. Indeed, research conducted before the pandemic hit found that nearly three quarters (71 per cent) of fleet managers admitted to having ‘spare’ vans in order to reduce the

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risk of being left without a vehicle. The bigger the firm, the more likely they were to have ‘just in case’ vehicles: 92 per cent of companies with 500+ employees.

Fleet ‘on demand’ In response, and as the economy moves into the next phase, Europcar Mobility Group UK has focused on developing a range of ‘on demand’ long term flexible rental products covering both cars and vans which can help to take the pressure off the utilisation headaches of leased or owned fleet.

To help, fleet managers respond quickly to changing demands in an efficient and ‘cash friendly’ way Europcar’s B2B Flex and Flex+ packages offer the opportunity to pick-up vehicles when they’re needed, instead of being committed to a fixed-term lease or an outright purchase. They can be returned after as little as three months – with no upfront deposit or early termination fees beyond the initial 84 days rental.

Europcar B2B Flex and Flex+ vehicles are generally brand new and can be delivered or picked up from Europcar branches or van supersites nationwide. And extra hygiene measures have been added to keep everyone as safe as possible. Plus there is a wide choice of cars and vans available, a variety of mileage options, 24 hour roadside assistance and competitive rates, fixed for 12 months.

Improved insight Being able to determine the right fleet strategy requires strong, reliable insight which is why Europcar has also invested

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in providing fleet managers with greater insight into vehicle usage and driving behaviour. In particular, the business has recently partnered with Geotab and SureCam to offer the two companies’ telematics and video solution to Europcar long-term van and truck rental customers.

Available as an addition to Europcar’s Flex long-term van rentals, the in-vehicle technology offers fleet managers information via a personalised dashboard enabling them to understand driving habits and reward safe driving behaviours. Plus, in the case of an accident, not only is the fleet manager notified immediately but the video telematics offers indisputable evidence that can be used in the insurance claims process.

The solution is easy to use, with training and ongoing support provided by trained engineers. And along with Europcar’s competitive rates and flexible rental periods, installation or de-installation of Geotab and SureCam is provided free of charge.

Flexible vehicle rental allows businesses to stay on top of their finances and adapt quickly to new situations – be that an unexpected job that requires additional man and vehicle power, or the acceleration in more COVID-19 cases resulting in yet more uncertainty. L To find out more about all the Europcar solutions contact Roger Folan below.

FURTHER INFORMATION 07969 089900 roger.folan@europcar.com

EXPERT PANEL VEHICLE TECHNOLOGY & DATA

Sustainable Transport Guide

TELEMATICS

Many fleet operators will be thinking about the implications of the 2030 phase-out of petrol and diesel cars and vans. Switching to electric vehicles requires careful planning, and telematics can give fleet managers insight into whether or not they would be suitable. Our expert panelists discuss this and other ways technology and data can improve fleet operations Sean Maher, UK field sales manager, Quartix Sean Maher is UK field sales manager at Quartix. He has been with Quartix for 11 years and in vehicle tracking for 18 years.

Sean’s experience enables him to understand customer needs and help companies realise the savings that can been seen from operating a vehicle tracking system.

Stuart Russell, LCV sales director, Europcar Van & Truck Stuart Russell has 32 years’ experience in the rental industry and entered the van market in 2006. In his current role he is responsible for growing Europcar’s commercial vehicle services. He also plays an active part in helping to shape the industry through his role on the BVRLA’s Van Committee.

Stuart Thomas, director of fleet and accident management, the AA With more than 25 years’ experience in the fleet sector, Stuart’s extensive knowledge of the industry comes from roles across contract hire, disposal and related fleet services. His experience includes working with organisations including Nissan Finance and Lombard. In 2000, Stuart joined The Automobile Association (AA), where he set about building industry-leading account management, business development and contact centre teams before being promoted to the role of director of fleet services. He is now responsible for managing all aspects of the AA’s fleet and accident management clients, delivering bespoke services to some of the UK’s largest fleets and most diverse business users.

The government has brought forward the ban on sales of new petrol diesel vehicles from 2040 to 2030, although some hybrids, presumably PHEVs, will be allowed until 2035. The announcement comes following a concern voiced by the Committee on Climate Change (CCC) that the original 2040 date wasn’t soon enough to meet the net-zero target.

Despite the ban being nine years away, many fleets will be thinking carefully about the implications for their fleet. While the amount of electric vehicles and public charge points is growing, such a significant change requires careful planning. A fleet of electric vehicles can be a big expense due to the technology still being quite new. They also require a certain degree of behaviour change from the driver - range has to be taken into consideration, as well as whether it’s possible to charge on route.

Given these factors, it’s recommended that fleet managers have some kind of insight into whether or not electric vehicles would suite their operations before investing.

One way to do that is through telematics.

Analysis of vehicle usage and performance data can show where vehicles could be swapped for an electrified version, and what the predicted cost and emission savings would be. This gives fleet buyers the inside knowledge they need to be able to switch to electric confidently.

“Connected vehicle data can help fleets to better understand their vehicle usage patterns, making smart decisions about where alternative fuels may be appropriate and what kind of charging or refuelling infrastructure will be required,” comments Stuart Thomas, AA director of fleet services and accident management.

“Of course, there may still be challenges around payload of vans and initial purchase cost for certain vehicles within a fleet, but intelligent use of vehicle data can help identify the opportunities where fleet transformation will make a significant impact, such as vehicles which often go into low emission or clean air zones.”

Telematics can help identify savings too, in order to support the potentially expensive transition to an electric fleet, says E Issue 130 | GREENFLEET MAGAZINE

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Sustainable Transport Guide

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 Sean Maher, UK field sales manager at Quartix. “The initial outlay of switching to electric vehicles can be substantial,” he says.

“That being said, a good telematics system can help businesses to identify savings that will support a potentially expensive transition – such as driving down fuel costs, reducing overtime and improving productivity.”

The University of Birmingham is an excellent case study of an organisation successfully switching to electric vehicles, points out Sean Maher. He explains: “The university pledged to convert its fleet of 100 vehicles to a 40 per cent electric fleet by 2020.

To facilitate this shift, the team renewed vehicle leases that were coming to an end with an electric vehicle alternative wherever possible – focusing on the smaller, lower cost vehicles. As always with significant change, a degree of resistance was met from staff, but the operations manager, Chris Lane, worked hard to convince those who were unsure of the new technology.

An electric vehicle was left on site for people to try out and become familiar with, which helped staff embrace the change. The University dedicated several parking spaces with three pin plug charging points so that the vehicles could be charged overnight.

“Switching to zero emission vehicles won Chris and the team several awards, including GreenFleet’s Public Sector Fleet Manager of the Year award in 2019.

What’s more, they report to have had far fewer issues with the electric fleet than their internal combustion counterparts.”

While electric vehicles suit many applications, they may not be suitable for all fleet operations - in which case, telematics can still help fleets run as fuel efficiently and cost effectively as possible.

“Where switching to electric vehicles is not an option, telematics systems can help businesses dramatically reduce the emissions of their existing fleet, through enabling managers to effectively coach drivers to use more eco-friendly driving techniques and eliminate unnecessary journeys,” comments Sean Maher.

Helping key worker fleets Many fleet operators are categorised as key workers, delivering essential goods and services to keep the country running while the UK was in lockdown due to the Covid-19 pandemic.

But operating during lockdown did throw up some challenges, such as driver shortages and reduced vehicle capacity.

Having telematics data therefore gave fleet managers the insight to be able to run their operations efficiently.

Stuart Thomas explains: “Like many organisations, the AA maintained core operations throughout the height of lockdown, working with ambulance services to support their depots as well as keeping the country’s key workers moving.

Throughout this period, we saw first-hand how important it is to have meaningful and actionable data and insights from your fleet. Understanding where vehicles and

DRIVING THE SWITCH TO CLEANER FLEETS | www.greenfleet.net

personnel spend their time, being able to deploy them quickly and efficiently where they are needed, and minimising risk in the process was a natural extension of our business as usual operations. For many organisations, getting hold of such data made a real difference to their efficiency.”

Many businesses had to adapt their operations during the pandemic and telematics helped facilitate that. Sean Maher explains: “Whether eliminating trips to the office or letting staff keep vehicles at home rather than picking them up at the start of a shift, businesses had to adapt their practices during the pandemic. Vehicle tracking has become even more vital now, as it facilitates the smooth-running of these new methods – efficiency and legitimate use of vehicles can be championed with a good vehicle tracking system.

“As staff contact is likely to be much less, vehicle tracking can be key to keeping businesses in touch with their drivers throughout the day. Businesses can monitor trips, as well as vehicle usage remotely, ensuring the vehicles are only used for business trips during the allotted time, and that they are driven responsibly.”

Deliveries saw a boom during lockdown; with all unessential retail closed, the UK took to shopping online. “This is where vehicle tracking comes in handy again - businesses deliver a better service for their customers when they have visibility of their fleet and they can organise the workload in an efficient way,” explains Sean Maher. “Whether this is

Sustainable Transport Guide

sending the closest driver to a job, ensuring delivery routes aren’t crossing or setting up geofencing alerts so that items can be prepared when drivers are nearing the depot.

Quartix’s utilisation dashboards can also be used to set daily KPIs for productivity, meaning managers can quickly react if targets aren’t being met throughout the day.”

Given the amount of uncertainty the ongoing pandemic brings, the role of flexible van rental, particularly in the logistics and construction sectors, has been very important over the last few months. Stuart Russell, LCV sales director at Europcar Van & Truck comments: “Rental - whether just for a day or two or for a longer term - offers an off balance sheet solution that does not require large initial cash outlay or extra funding. And this makes it ideal for companies that are looking to protect their cash and not have fleets sitting around that they may not need every day.”

To give long-term van and truck rental customers access to valuable insights to help improve driving behaviour and optimise fleet utilisation, Europcar Van and Truck have announced a new UK partnership with Geotab and SureCam to deliver telematics and video technology as a single, cost effective solution for the van and truck market.

Stuart Russell explains: “Available as an addition to Europcar’s Flex long-term van rentals, the in-vehicle technology offers fleet managers information via a personalised dashboard enabling them to understand

driving habits and reward safe driving behaviours. Plus, in the case of an accident, not only is the fleet manager notified immediately but the video telematics offers indisputable evidence that can be used in the insurance claims process.”

“We are confident that together, these two technologies can help support the enormous challenges currently facing commercial fleets,” adds Stuart Russell.

Connectivity and cyber security With an increase in vehicle connectivity and telematics data comes a rise in the risk of cyber security issues. There is the potential for hackers to access personal data, steal cars that use keyless entry, or even take control of technology for malicious reasons.

Cyber security is a relatively new challenge for fleet operators. A study conducted last year by Inmarsat showed that 64 per cent of businesses across the transport industry think that their processes to combat cybersecurity threats could be stronger, and two thirds (66 per cent) said more could be done to protect against data mishandling.

Telematics produces huge amounts of data - which could potentially be useful to a cyber criminal.

Sean Maher explains what fleets can do to protect themselves: “It’s important to take advice from IT teams regarding your business’ database and email protection.

When it comes to your vehicle tracking data, there should be ways to decide how much data is available to a user, how

long it is kept on the system for and you should have ways to block an unwanted user from accessing information.

“Having secure passwords and being vigilant when clicking on links from unknown sources – these are both key to preventing harmful cyber-attacks. At Quartix, we constantly enhance the tracking system’s password protection with new features, such as more complex password criteria and preventing a password from being entered incorrectly too many times.

If a password is reset, all active sessions of that account will require the user to re-enter their password, keeping the data highly secure. As an added security measure, administrators can now force users to reset their password regularly, which we highly encourage fleet managers to do.”

The benefits of vehicle connectivity far outweigh the potential cyber security threat, believes Stuart Thomas, but fleets should manage the risk. He says: “While the risks of malicious attacks are low, it is important for businesses to be aware of how their data is managed and where the vulnerabilities may lie. Wireless vehicle jacking is a possibility, albeit remote. There are differences between integrated and aftermarket systems, while fleets should also check into the encryption levels, where data servers are located and how security is validated. Internal policies should also be reviewed and updated, to ensure drivers understand their responsibilities when it comes to wiping data from vehicles.” E Issue 130 | GREENFLEET MAGAZINE

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Sustainable Transport Guide

Final thoughts

 Embracing change The way people view “mobility” is changing.

Car ownership is getting less important, with modern mobility looking at other possibilities of travel such as car pooling, car clubs, ride sharing, bike hire, public transport, and even autonomous vehicles.

Fleet management too is being looked at differently, with alternatives to vehicle ownership being investigated, and the use of different vehicle types for last mile logistics.

The pandemic especially has help focus the mind on efficiency and different ways of working. “The events of the last few months have called into question how organisations fund and manage their vehicle fleets,” comments Stuart Russell. “No longer does a fixed term lease feel ‘fit-for-purpose’, especially as early termination fees have made curtailing agreements painful. Indeed, a recent survey Europcar Mobility Group UK commissioned found that over half of fleet managers had to pay increased termination fees during the pandemic and nearly two thirds extended existing contracts due to issues with supply of new and replacement vehicles. It’s not surprising, therefore, that three quarters said that COVID-19 has required them to review their fleet’s acquisition policy.

“Central to making the right decisions is having access to reliable and up to the minute insight on driver behaviour as well as an overview of vehicle usage. That’s why Europcar has continued to focus on delivering good insight into rental vehicle usage through the Europcar One management information system, combined with our recent partnership with Geotab and SureCam to utilise the two companies’ telematics and video solution, thereby giving Europcar longterm van and truck rental customers access to valuable insight to help manage driving behaviour and optimise fleet utilisation.”

Taking action with data With extra data comes the task of managing such information, which can be overwhelming for time-pressed fleet managers. Stuart Thomas comments: “Connectivity is integral to the rapidly evolving area of Mobility as a Service (MaaS) and the accelerated roll-out of electric vehicles. As vehicles become more complex, with ever-increasing safety systems

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and the roll-out of driver safety features on the way to autonomy, being able to manage, interpret and act on the data being generated is ever more significant.

“As we have emphasised for many years now, having the data is one thing but being able to do something meaningful with it is another. We firmly believe that fleets and businesses need to ensure they put in place the support to understand the data at their disposal so they can make decisions which have a positive impact on their organisation.

It is easy to get overwhelmed with too much information; selecting the data which is relevant is a skill in and of itself.”

Data from telematics can give fleets a deeper understanding of incidents that happen. Sean Maher explains: “Having complete visibility of its fleet will always put a business in a better position. Safer roads, for example, can only really be achieved when driving styles are monitored, and this data has huge value for everyone. A great deal of pressure can come with driving for work, causing drivers to speed or drive erratically, putting themselves at risk – it’s an important issue to address. Quartix takes this notion further, by not only looking at when drivers exceed the speed limit, but also when they exceed the average speed for a particular road. This adds context to driver behaviour and paints a much clearer picture than simply whether or not a driver keeps within the legal speed limits.

“Context is something that comes up frequently in our discussions about how data can add value – you could look at high level results and make an assumption about why a driver was going a certain speed, why an accident happened, or why one of the team didn’t make a certain number of deliveries one day. But the specific data collected from a good vehicle tracking system can deepen your understanding of those events. You can see if that one driver consistently drives faster than the road users around them, or you can even tap into the dashcam footage of an incident of harsh braking to see why it was necessary.

“Journey times also offer valuable insight into how long is realistically needed for trips and how long jobs usually take at each stop. This knowledge informs a business’ decision and puts them more in touch with what happens out on the roads.” L

DRIVING THE SWITCH TO CLEANER FLEETS | www.greenfleet.net

Sean Maher The initial outlay of switching to electric vehicles can be substantial.

That being said, a good telematics system can help businesses to identify savings that will support a potentially expensive transition – such as driving down fuel costs, reducing overtime and improving productivity. Where switching to electric vehicles is not an option, telematics systems can help businesses dramatically reduce the emissions of their existing fleet, through enabling managers to effectively coach drivers to use more eco-friendly driving techniques and eliminate unnecessary journeys.

Stuart Russell Europcar Van and Truck announced a new UK partnership with Geotab and SureCam to deliver telematics and video technology as a single, cost effective solution for the van and truck market. This new partnership enables Europcar’s long-term van and truck rental customers to access valuable insights to help improve driving behaviour and optimise their fleet utilisation. Available as an addition to Europcar’s Flex long-term van rentals, the in-vehicle technology offers fleet managers information via a personalised dashboard enabling them to understand driving habits and reward safe driving behaviours. Plus, in the case of an accident, not only is the fleet manager notified immediately but the video telematics offers indisputable evidence that can be used in the insurance claims process.

Stuart Thomas Connected vehicle data can help fleets to better understand their vehicle usage patterns, making smart decisions about where alternative fuels may be appropriate and what kind of charging or refuelling infrastructure will be required.

Of course, there may still be challenges around payload and initial purchase cost for certain vehicles within a fleet, but intelligent use of vehicle data can help identify the opportunities where fleet transformation will make a significant impact, such as vehicles which often go into low emission or clean air zones.

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AA launches EV support and recall services The AA’s Stuart Thomas, director of fleet services and accident management, explains how partnerships and innovation have been key to developing the AA’s operations in 2020

AA launches EV Support Service Demand for all forms of battery, plug-in, and mild-hybrid electric vehicles (EVs) has risen significantly in recent months, and we have responded by launching a brand new EV Support Service. Examples of the

AA clears backlog of recalls At the start of 2020, we collaborated with a vehicle manufacturer to tackle hard-toreach recalls from the past decade. With one in every 13 UK vehicles subject to a recall notice, our creative and innovative contribution to tackling this problem has been welcomed by the Driver and Vehicle Standards Agency (DVSA).

During the initial phase of the project, which saw teams travel around the UK, journeying to members’ homes or workplaces to replace faulty airbags, more than 2,000 bookings were made, and 1,500 jobs completed, achieving a 99.5 per cent average customer satisfaction rate. More than five per cent of the 30,000-pilot group were repaired in fewer than three months.

We are now working with manufacturers, fleet operators and dealer groups to develop a complementary mobile recalls servicing team which will operate alongside existing dealer networks. Repair flexibility is key to easing the increasing recall burden faced by the UK’s fleets and businesses.

In research completed prior to lockdown, three fifths (61 per cent) of drivers suggested they would be more likely to action a recalls notice if a delivery and collection service were provided, while 53 per cent wanted a technician to come to their workplace or home to conduct repairs. Meanwhile, 57 per cent said they would like to see an alternative option to taking recalled vehicles to dealerships for repair. We can assume those figures would be even higher today.

The DVSA temporarily paused the requirement to complete vehicle recalls during the COVID-19 crisis. However, dealer showrooms and workshops across the UK have now reopened, except where local restrictions apply. Fleet operators and business owners are already working in circumstances of challenging chaos, fuelled by our uncertain times. And now, with recalls on the rise, the fleet manager’s burden is increasing further.

Greater flexibility across the repairs process is vital to easing the strain, as well giving drivers and managers convenience and control over when and where recall work is conducted. We continue to invest across this vital area of concern to reduce fleet downtime and improve efficiency.

Download the ‘Smart Approach to Managing Vehicle Life Cycles’ report here. L

Written by Stuart Thomas, director, fleet services and accident management, the AA

‘Necessity is the mother of innovation’ or so the proverb goes. This year may not have been the one many of us expected, but it has certainly provided an environment in which the AA’s values of courtesy, care, collaboration, dynamism, and expertise have come to the fore to support delivery of innovative projects.

Working in partnership with organisations throughout the entire automotive supply chain, 2020 has seen several highimpact ventures come to life. Alongside supporting the country’s key workers during lockdown, innovative projects included the launch of a brand new EV Support Service and Mobile Recalls team.

service in action include our work with the SWARCO eVolt network and partnership with the GRIDSERVE Electric Forecourt®.

Initially, a fault could be identified at a charge post – which might relate to the post itself, the vehicle, cable, software, RFID integration, app issues, payment system faults or the user may need additional education and support. Our customer contact triage team can quickly identify the issue, direct the customer to the right solution and ensure they are on their way as quickly as possible.

We are resolving around 85-90 per cent of all calls over the phone, the remainder being referred to an engineer or the account team. The average call handling time is around 360 seconds (or six minutes) meaning people are back up and running with minimal interruption to their day.

Almost half of all drivers (47 per cent) say they will consider buying an electric vehicle when they next change their car, according to an exclusive poll of 17,628 drivers. Alongside award-winning contact centre staff to provide support at the end of the phone, we are also exploring field-based technicians to deliver an excellent driver experience, for new users and EVangelists alike.

The AA EV Support Service builds on our existing capability across the business, including having the largest group of EV Level 2 trained technicians in the UK. One third of the AA Prestige garage network is already EV capable, most of our company cars are already EVs or plug-in hybrids, and AA Drivetech provides specific EV driver training. The logical next step is ensuring we can support the infrastructure accompanying EV vehicle adoption. Download the ‘EV and Future Fuels’ report here.

FURTHER INFORMATION www.theaa.com/business

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