High 5 Winter 2017

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The magazine for First people across Norfolk and Suffolk

Winter 2017

FILM MAKER PAUL PUTS

ROUTESAFETY IN FOCUS PAGE THREE

Get set for crucial

survey PAGE FOUR

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Many positives as we look to challenges of the year ahead

By First Eastern Counties Managing Director

Marketing Manager David Jordan with a new branded bus and timetables.

Steve Wickers WE’VE been really lucky to have had a wealth of stories about the achievements of our company and, most importantly, our colleagues, to pick from this time and we hope that you’ll find something of interest to you.

We’ve focussed on developments in our training school, under our new Training Manager Paul Perkins who joined us last summer. Also, we’ve introducing our latest recruit to the training team and hearing about some great developments in route learning for Norwich drivers which we plan to extend to other depots in the future.

Fundraising and work within our local communities has continued to be a strong feature of FEC and there’s no less than three stories highlighting some of the great things that have been achieved, from the charity football match to our support for a local foodbank.

And we’ve featured what is probably the most noticeable change at FEC over the past year – the rebrand and relaunch of Network Norwich services, with our new pledge to ‘make buses simple’.

We’ll be using and adapting many of the successes at other depots in the coming months, hopefully encouraging many new passengers to use our buses.

The recent improvements in the standards of customer service – both on and off bus – that we’ve enjoyed will continue to be a major focus of our work in 2017, as will a focus on the presentation of all vehicles in our fleet. Both of these features are absolutely vital in ensuring our company continues to grow and develop successfully in the future. My sincere thanks to everyone for playing a part in making this happen so far.

Finally, don’t forget to keep a look out for our annual Your Voice staff survey which will be coming out to depots in the next few weeks. Your thoughts and ideas are of real value to us so please take a few moments to let us know what you think.

Here’s to a very successful 2017!

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WINTER 2017

Brand boost for key city routes HE Network Norwich coloured-lines brand which was launched in 2012 has been updated with new or repainted buses and modern, eye-catching and informative branding.

The project delivers high quality, accessible information in print and online to encourage more people to use the bus to get into and around the city.

The high-frequency Network is now publicised by new mapping for all routes and the network, in a bespoke style developed in-house just for First Eastern Counties,

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new-style timetable guides including fares information and departure guides for key stops.

A separate Network Norwich micro-website, launched within the First Eastern Counties website with detailed page for each coloured line, has already proved highly popular.

“We have given all aspects of Network Norwich a more local feel so that there is a much-improved engagement with both stakeholders and the general public,” said Marketing Manager David Jordan.

Team reinforced with new staff

Driver Trainer Debbie Harding is relishing her new challenge.

THE Recruitment and Training team at First Eastern Counties has been boosted by the appointment of a new Manager, a Driver Trainer and three Relief Trainers.

Manager Paul Perkins, a former Driver and Driving Examiner, was until recently the Operational Training Manager for UK Bus. “My team’s main aims are to improve the quality of the service to the whole business, deliver first-class drivers to the depots and support the collision reduction plan by improving driving standards on the road,” he said.

The new Driver Trainer is Debbie Harding, previously a Driver in Lowestoft, who is fulfilling a long-held ambition.

“I always fancied the challenge of being a trainer,” she said. “I am really looking forward to helping people get through their test.”

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Giving vital aid during winter months WO warm-hearted initiatives at First Eastern Counties are helping people in need of assistance with food and clothing get through the cold winter months.

The company is working in partnership with the Trussell Trust which runs the foodbank in Bowthorpe near Norwich.

Under the scheme – which is also being rolled out in other parts of FirstGroup – people issued with foodbank vouchers by care professionals can use the bus for free.

Meanwhile at Great Yarmouth depot, employees are supporting the Harbour Radio appeal in support of the town’s foodbank.

As well as donating food, drink and everyday

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essentials to the appeal, they are also sending food, clothing and other essential items to the East Anglian Anchorage Trust and homeless charities.

Pictured with donated food and clothing at the Great Yarmouth depot collection point are, left to right, Relief Controller Kev Turner, Driver Tony Gartlan and Staff Manager Danny Beales.

Route videos are great training tool

A SAFETY SELFIE: Paul Emmerson out and about filming his route video guides.

Family links at Great Yarmouth depot NEW Engineering Apprentice Luke Reynolds joins his brother James in the Engineering section at Great Yarmouth – while his mother, Tammara Reynolds, works in the canteen. At Vulcan Road depot in Norwich, Samantha Rumsby has become the first female member of the Engineering team.

A self-taught film maker at Norwich depot’s Learning Centre is making valuable records of routes to help drivers gain in-depth knowledge of their journeys.

Driver Paul Emmerson, who is the Union Learning Rep, films his route video guides from the front of a vehicle as it travels on key routes.

On the films he flags up safety “flashpoints” and risk elements such as overhanging trees. The videos help drivers with route familiarisation and they are always available for reference at the Learning Centre.

Paul liaises with his Project Worker, Driver Ricardo Cabrejos, to compile the detailed route records. With Ricardo driving and Paul operating the camera, they have mapped out five routes so far in 10 videos. Paul does the editing and splicing back at base.

“I had the idea a long time ago but I was spurred on to make the videos when I learned they were carrying out a similar project in the Learning Centre at First Glasgow,” said Paul.

“I borrowed the Training Coach and the Learning Centre computer to make the first film, and I was encouraged to carry on making more.

“It’s a steep learning curve and I’m now using my own computer, putting in freeze frames at bus stops, timing points and the terminus.

“With advice from the Training Department I am also inserting hazard warnings at relevant points.”

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Investing in drivers to boost

Technology and people are key to great services

customer service D

By GILES FEARNLEY, Managing Director, First Bus

SCAN GRAPHIC

NEW technology and a TO SEE VIDEO commitment to provide the very best bus services will be the cornerstone of 2017. New ticket machines, contactless payment and an exciting new app will all enable us a step change in the customer experience. But our people are vital in providing punctual, reliable services, which is also so vital to growing passenger numbers. I urge everyone to play their part.

Much was achieved in 2016 despite very challenging conditions around the economy, congestion and low fuel prices which encourage some people to use their car. Manchester’s Vantage guided busway, which has seen passenger numbers increase by over 75 per cent in eight months, and the Leeds Partnership, a £180 million strategy to double customer numbers over 10 years, are excellent examples of us working successfully with local authorities.

This is so crucial in unlocking the full potential of our bus services. I’m so pleased too that last year we saw continued investment in new vehicles.

Most important of all is that so much of what we have done in 2016 has really benefitted our customers.

We still, however, face the same challenges going into 2017, so everyone must focus on enabling us to make great strides in punctuality and reliability. This will be the year when we transform the technology we offer. But while technology

Complete it online from February 6!

www.yourvoice survey.com

“”

Password: BUS2017 is vital, people doing their jobs well is most important to deliver great bus services.

I would urge all colleagues to complete the Your Voice survey in February to help improve our business this year. The 2015 survey has led to many local initiatives, but also to nationwide improvements like BeSafe and the Excellence Awards, projects on staff development, wellbeing and uniforms.

Most important of all is that so much of what we have done has really benefitted our customers.

We will continue to react to our local marketplaces to make sure we have strong foundations to operate successfully in our towns and cities.

I know I can rely on all colleagues to meet these challenges, deliver great services and a successful 2017.

with the First Bus and First Scotland AR apps Download the First AR app or the First Scotland AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon.

SCAN PHOTO

TO SEE VIDEO

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WINTER 2017

■ New, informal job chats for drivers with their managers, based on what drivers want to talk about. The emphasis will be on responding to issues raised and making sure they feel heard and valued.

■ Allocating drivers to fixed routes to increase team spirit and ownership of route performance. Having regular drivers on a route also helps them build relationships with their customers.

Other colleagues are included in the initiative. A special ‘Journey Makers’ training programme is being designed and will also be piloted in Bristol and York to help everyone (including non-driving colleagues) understand what customers need and and how everyone has a responsibility to do their bit to deliver the best customer service.

Drivers are out on the roads every day, dealing with customers, and everyone can help make it easier for them to provide great service.

The Journey Makers programme will be rolled out across all OpCos from April.

Mel Rees, Interim Head of Customer Experience, said: “There’s no doubt driving buses is a difficult job, and it’s easy for our drivers to feel isolated. So we will be working hard to make sure

Informal job chats are part of supporting drivers in doing their jobs.

Southampton Supervisor Jimi Kazi, left, talks with Driver Robbie Symms over a cuppa in the Empress Road depot canteen. colleagues understand the pressures they are under and how to support them.

“I want our drivers to feel they have an army of people behind them when they go out on the road – so we will be working with all teams who can have an impact on this, from engineers to staff managers and radio operators, so we all become Journey Makers for our customers.”

Drivers are supported by colleagues in many ways.

Here Aberdeen Incident Investigator Steve Gordon uses a model to help drivers avoid tailswing.

EXPERIENCE MORE...

By downloading either of these two FREE apps on to your smartphone or tablet (iOS or Android) you can bring photographs in this magazine to life using the power of the augmented reality (AR) technology. To access the bonus video content with an innovative twist, simply follow the three easy steps:

RIVERS are at the heart of an exciting initiative to improve customers’ experience and attract more people to travel with First Bus. Significant pressures are faced by drivers every day, so the company has launched pilot initiatives in Bristol and York aimed at improving their experience and making them feel better supported.

All of this will contribute to the company’s commitment to maintain and grow the business by addressing three key “pain points” experienced by customers.

Research identified these as a lack of belief in the reliability of services; complexity in understanding ticketing; fares; payments and routes; and a lack of customer relationship.

The principle is that by providing more support for drivers and making it easier to do their job, customer service will naturally improve. Moves are also underway to improve communications and technology to address the three “pain points”.

Some of the changes proposed to improve the way drivers feel about their work are simple but should have a significant impact.

These include: ■ Improving canteens to provide a better rest environment.

When the video starts double tap your screen for a full-screen view.

Hi-tech makes bus less fuss A huge advertising campaign has been launched to show customers how First Bus’s technology makes it easier to use the bus.

It promotes the mTickets app, travel app, website and free WiFi on buses as tech that makes the bus less fuss.

A video ad shows how a new animated character, called Ben, even gets an extra 10 minutes in bed by using tech to catch his bus.

Around 35 million adverts will go out in the four month online and social media campaign.

The ads all show the reasons why people don’t use the bus and counter this with a positive reason why they can, using the latest tech.

Marketing Projects Manager Judy Giles said: “By encouraging the use of the tech there’s less fuss on the bus. Boarding is quicker, there’s not so much cash to handle, fewer change vouchers and it’s easier to check to counterfeit notes and tickets.”

The video featuring Ben can be viewed at bit.do/getthebus withlessfuss

WINTER 2017

5

High 5 p4-5

19/1/17

17:09

Page 1

Investing in drivers to boost

Technology and people are key to great services

customer service D

By GILES FEARNLEY, Managing Director, First Bus

SCAN GRAPHIC

NEW technology and a TO SEE VIDEO commitment to provide the very best bus services will be the cornerstone of 2017. New ticket machines, contactless payment and an exciting new app will all enable us a step change in the customer experience. But our people are vital in providing punctual, reliable services, which is also so vital to growing passenger numbers. I urge everyone to play their part.

Much was achieved in 2016 despite very challenging conditions around the economy, congestion and low fuel prices which encourage some people to use their car. Manchester’s Vantage guided busway, which has seen passenger numbers increase by over 75 per cent in eight months, and the Leeds Partnership, a £180 million strategy to double customer numbers over ten years, are excellent examples of us working successfully with local authorities.

This is so crucial in unlocking the full potential of our bus services. I’m so pleased too that last year we saw continued investment in new vehicles.

Most important of all is that so much of what we have done in 2016 has really benefitted our customers.

We still however face the same challenges going into 2017, so everyone must focus on enabling us to make great strides in punctuality and reliability. This will be the year when we transform the technology we offer. But while technology

Complete it online from February 6!

www.yourvoice survey.com

“”

Password: BUS2017 is vital, people doing their jobs well is most important to deliver great bus services.

I would urge all colleagues to complete the Your Voice survey in February to help improve our business this year. The 2015 survey has led to many local initiatives, but also to nationwide improvements like BeSafe and the Excellence Awards, projects on staff development, wellbeing and uniforms.

Most important of all is that so much of what we have done has really benefitted our customers.

We will continue to react to our local marketplaces to make sure we have strong foundation to operate successfully in our towns and cities. I know I can rely on all colleagues to meet these challenges, deliver great services and a successful 2017.

with the First Bus and First Scotland AR apps Download the First AR app or the First Scotland AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon.

SCAN PHOTO

TO SEE VIDEO

4

WINTER 2017

■ New, informal job chats for drivers with their managers, based on what drivers want to talk about. The emphasis will be on responding to issues raised and making sure they feel heard and valued.

■ Allocating drivers to fixed routes to increase team spirit and ownership of route performance. Having regular drivers on a route also helps them build relationships with their customers.

Other colleagues are included in the initiative. A special ‘Journey Makers’ training programme is being designed and will also be piloted in Bristol and York to help everyone (including non-driving colleagues) understand what customers need and and how everyone has a responsibility to do their bit to deliver the best customer service.

Drivers are out on the roads every day, dealing with customers, and everyone can help make it easier for them to provide great service.

The Journey Makers programme will be rolled out across all OpCos from April.

Mel Rees, Interim Head of Customer Experience, said: “There’s no doubt driving buses is a difficult job, and it’s easy for our drivers to feel isolated. So we will be working hard to make sure

Informal job chats are part of supporting drivers in doing their jobs.

Southampton Supervisor Jimi Kazi, left, talks with Driver Robbie Symms over a cuppa in the Empress Road depot canteen. colleagues understand the pressures they are under and how to support them.

“I want our drivers to feel they have an army of people behind them when they go out on the road – so we will be working with all teams who can have an impact on this, from engineers to staff managers and radio operators, so we all become Journey Makers for our customers.”

Drivers are supported by colleagues in many ways.

Here Aberdeen Incident Investigator Steve Gordon uses a model to help drivers avoid tailswing.

EXPERIENCE MORE...

By downloading either of these two FREE apps on to your smartphone or tablet (iOS or Android) you can bring photographs in this magazine to life using the power of the augmented reality (AR) technology. To access the bonus video content with an innovative twist, simply follow the three easy steps:

RIVERS are at the heart of an exciting initiative to improve customers’ experience and attract more people to travel with First Bus. Significant pressures are faced by drivers every day, so the company has launched pilot initiatives in Bristol and York aimed at improving their experience and making them feel better supported.

All of this will contribute to the company’s commitment to maintain and grow the business by addressing three key “pain points” experienced by customers.

Research identified these as a lack of belief in the reliability of services; complexity in understanding ticketing; fares; payments and routes; and a lack of customer relationship.

The principle is that by providing more support for drivers and making it easier to do their job, customer service will naturally improve. Moves are also underway to improve communications and technology to address the three “pain points”.

Some of the changes proposed to improve the way drivers feel about their work are simple but should have a significant impact.

These include: ■ Improving canteens to provide a better rest environment.

When the video starts double tap your screen for a full-screen view.

Hi-tech makes bus less fuss A huge advertising campaign has been launched to show customers how First Bus’s technology makes it easier to use the bus.

It promotes the mTickets app, travel app, website and free WiFi on buses as tech that makes the bus less fuss.

A video ad shows how a new animated character, called Ben, even gets an extra 10 minutes in bed by using tech to catch his bus.

Around 35 million adverts will go out in the four month online and social media campaign.

The ads all show the reasons why people don’t use the bus and counter this with a positive reason why they can, using the latest tech.

Marketing Projects Manager Judy Giles said: “By encouraging the use of the tech there’s less fuss on the bus. Boarding is quicker, there’s not so much cash to handle, fewer change vouchers and it’s easier to check to counterfeit notes and tickets.”

The video featuring Ben can be viewed at bit.do/getthebus withlessfuss

WINTER 2017

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THUMBS UP ON SAFETY: Swansea Operations Manager Mark Jacobs, left, has a Touchpoint conversation with Driver Brian Gorvett at the city’s bus station.

New mobile app will help drive more customers to mTickets FIRST Bus is set to launch a new mobile app bringing together its journey planning and mTicketing and significantly improving customer experience.

The new app, which is on schedule to be trialled and launched between March and July this year, will offer a Google Maps-based journey planning and vehicle tracking service – complete with places of interest – with an option to buy tickets always on offer.

The aim is to drive more and more customers to the mTicketing platform, which is already saving hundreds of hours a week in boarding time across the UK and makes operating the bus much more straightforward for the driver.

First Bus Retail Development Director James Timperley said: “mTicketing significantly reduces boarding time and the amount of cash onboard a bus, so it improves journey times and makes life easier for drivers.

“We are achieving revenues of £1 million a week through mTicketing and in some areas it accounts for 20 per cent of all ticketing sales. We expect the new app to significantly increase these numbers.”

Confidential support FREE 24-hour confidential advice and support is available to all First Bus colleagues through the company’s Employee Assistance Programme.

Anyone with a problem at home or work can contact the team by calling freephone 0800 015 5630.

Trained operators are there to help with issues from legal and financial enquiries to debt management and wellbeing.

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WINTER 2017

Positive messages in the workplace ORE than 1,400 supervisors and managers have completed a two-day training course on BeSafe principals and how to put them into practice in the workplace.

Since BeSafe was launched a year ago, each OpCo has selected dedicated champions who are there to provide help, with access to a library of materials and a dedicated training/support and quality assurance team.

BeSafe is all about recognising when colleagues are working safely, positively reinforcing these safe behaviours so they continue

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and happen more often. It encourages everyone to have conversations (touchpoints) about safety, making safety a personal core value and helping us all to reach the goal of zero harm.

Norman Wood, Divisional

Health and Safety Project Manager, said: “We want to recognise, praise and positively reinforce our safe behaviours.

This can be as simple as saying well done when someone is doing the right thing.

“BeSafe also allows us all to constructively challenge someone if they are working unsafe. Rather than just telling them off, we want colleagues to understand why it is unsafe and be able to self-correct and to work safely in the future.”

All safety leaders have learned about techniques to support colleagues by having BeSafe conversations in a natural way.

Brew and bake for chosen charity TEA and cake events will be staged throughout First Bus in February to raise money for our employee-voted charity of choice, Prostate Cancer UK. Packs including posters, bunting and labels are available for colleagues organising Brew and Bake sessions between February 13-19.

Group Partnerships and Events Manager Kirstin Aram said: “We’re urging colleagues to

get the kettle on, bake a cake and help beat the most common cancer in men.”

Colleagues can order Brew and Bake packs by contacting: firstgroup@prostatecanceruk.org or telephone 020 3310 7061.

Since the start of the partnership in April 2015, FirstGroup has donated in excess of £400,000 in employee fundraising, corporate donations and Gift in Kind advertising.

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Stylish new uniforms set to be rolled out EW uniforms will be rolled out to thousands of First Bus drivers starting at the end of February.

Colleagues are advised to keep an eye on notice boards for local timings of the introduction which will see drivers and supervisors receiving 22 items of clothing for work. Updates include: ■ Men’s shirts in a classic or tailored fit.

■ Women’s blouses fitted with modesty buttons.

■ Slimmer ties and more delicate women’s scarves.

■ Trousers with an elastic waistband for extra comfort.

■ Redesigned outdoor jackets which are more practical for all types of weather.

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Two new items have been added to the uniform range to provide even more flexibility.

The sholo is a cross between a shirt and a polo and is available to all drivers.

The shirt-style front looks smart and means drivers can wear a tie or scarf, but the back is made of polo material making it breathable and flexible on warm days.

There is also a bodywarmer which provides an extra option on cool days.

Carol Jones, Head of Indirect Procurement and Project Lead, said: “We trialled the uniform in five depots across the business in the summer, and made changes based on the feedback we received to make sure we made the final designs work for everyone.”

Bradford Supervisor Jodie Warburton and Manchester Supervisor Chris Bradbury model the stylish new uniforms.

Supreme Court ruling clarifies law on wheelchair space priority use THE Supreme Court in London has made a ruling on the long-running court case involving the priority use of the wheelchair space onboard buses.

The case dates back to 2012 when customer and wheelchair user Doug Paulley could not get on a bus in West Yorkshire because a pushchair user refused to give up the wheelchair space – despite being asked to move by the driver.

First Bus Managing Director Giles Fearnley explained: “We are currently awaiting further details from the Supreme Court which will help us interpret the decision and make any necessary changes. However, I’m pleased to report that drivers will not be required to remove customers from vehicles. This is really important. Throughout the legal process we fought hard to ensure drivers would not be

required to remove passengers from the bus.

From what we understand drivers can verbally be more forceful and advise customers they are ‘required’ to move. We will alert all drivers and other relevant colleagues to any changes as soon as we can.

“In the meantime, I’d ask drivers to please continue to adhere to our current policy around the use of the wheelchair space. Our policy makes clear that in the event of a wheelchair user wanting to board, and if the space is already occupied by other passengers, our drivers should request firmly, but politely, customers using that space to vacate it.

“If a customer refuses to, or cannot, move from the wheelchair space, the driver should apologise to the wheelchair user, ask them to wait for the next bus and call Control so they

are aware. The driver should also complete a ‘failure to uplift a wheelchair’ form.”

The Supreme Court judgment is attracting a lot of interest from national and local media. In the unlikely event that a First Bus employee is approached by a member of the media they should decline to comment and refer them to the First Group media team on 0207 725 3354. If a customer wishes to discuss the ruling, employees should apologise and explain that they are unable to discuss the case.

Giles added: “Please rest assured that First Bus remains committed to supporting vulnerable customers, and our work with a range of agencies – including Disability Action Alliance, the RNIB and Age UK – to find ways of supporting customers’ access to our services will continue.”

WINTER 2017

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Driver is in the mix as T work he is one of First Eastern Counties’ most conscientious drivers – but in his spare time Terry Norman transforms into DJ Tel. The Lowestoft Driver uses mixing equipment in his own home to become a cyberspace disc jockey.

Using his technical skill across a variety of genres, including house, electro and drum and bass, he creates music tracks which are enjoyed by thousands.

Terry shares his musical creations with a vast audience by putting his tracks on House-Mixes.com where he has built up a substantial number of followers.

Terry Norman creates new sounds with his mixer deck.

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The self-taught musician first got interested in the world of music many years ago when he was a postman in the West Country.

“On my first round I got to know a DJ who worked in a nightclub,” he recalled. “He set me up with a gig at his club and I made

a couple of similar appearances in Gloucester – but I have never been professional.

“Nowadays I do the mixing in my bedroom with digital software including a control unit and jog wheels. I sift through thousands of tracks and when I am mixing I am always swapping and changing to fine Drivers Ken Kerrison, left, and Ian Trainer will be taking part in the snooker tournament set up in memory of their colleague Andrew Hunter.

Tournament set up in colleague’s memory AN annual snooker tournament has been set up in memory of a Great Yarmouth Driver who has sadly died.

Andrew Hunter, who was highly respected at the depot, will be remembered by the Andrew Hunter Memorial Trophy which will also reward outstanding

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performances at pool, darts and table tennis. “It affected the morale at the depot when Andrew died of a heart attack,” said Staff Manager Danny Beales.

“Everyone thought a tournament in his name would be a great way to keep his memory alive.”

tune the finished product.”

Terry has become part of a DJ community online where fellow musicians can ask each other questions and swap tips.

“It’s a very creative hobby,” he added. “It relaxes me and keeps me from being bored.”

Norwich win new charity soccer cup FOOTBALL teams from Ipswich, Norwich, Lowestoft and Great Yarmouth braved cold conditions to battle it out for the new Eastern Counties Cup. A round robin system saw each 11-a-side team play all the others in 40-minute matches at the Ipswich Wanderers ground, and Norwich were eventual winners after topping the league.

The tournament, watched by around 200 colleagues, friends and family, was organised by Ipswich drivers Kirstin Elliot and Dean Gilbert and raised over £970 for Prostate Cancer UK. Assistant Operations Manager at the depot Steve Fountain said: “It was lots of fun and everyone who turned out did well to raise so much for the charity.

“We’re looking to make it an annual event to see who can win the trophy and raise even more money.”