You First SE p1
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Winter 2017
The magazine for First people in Scotland East
Get set for crucial
survey PAGE FOUR
INITIATIVE TO HELP DISABLED PASSENGERS IS IN
NATIONAL SPOTLIGHT PAGE THREE
You First SE p2
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2 NEWS
Many good reasons to be very proud of our people By First Scotland East Managing Director
Paul McGowan TREMENDOUS inroads have been made in providing the best services for our customers, and that is certainly reflected in the individual and team achievements featured in this magazine. From skill behind the wheel – like Colin Henderson who represented the business so well in UK Bus Driver of the Year competition – to a passion for continuous learning and development, which has helped Livingston depot scoop a top award, we have people to be very proud of. We are also delighted with the way colleagues have rallied around to help the Radio Forth Appeal to provide presents for disadvantaged children in the area. As well as opening up several of our depots as collection points I know that many of our employees also gave generously to the cause too, and I would like to thank them for that. It is also clear that many good ideas are coming out of the depots which are really benefitting the business as a whole. The work being undertaken in Galashiels to reduce collisions through a incident hotspots list and in reducing damage to vehicles by encouraging landowners to cut back roadside trees and shrubs are two such excellent examples. However, we are always looking for more feedback on the business and an ideal opportunity for people to have their say is through the Your Voice Survey. This is being launched online in February and there are more details about how to take part on page four. As ever, every survey filled in helps to raise money for Prostate Cancer UK.
youFirst I WINTER 2017
Top 10 hotspots list helps cut collisions A top 10 of incident hotspots has been compiled at Galashiels depot – and it is already helping to reduce the number of collisions. Drivers were asked to identify five locations on their routes where there are particular hazards with 90 per cent responding by completing forms. The 10 most frequently highlighted problem areas made it on to the list. “The hotspots top 10 has heightened awareness of the risks and as a result drivers are exercising extra caution,” said Operations Manager Lee Young. “Since we have displayed the top 10 in
November there has been a significant reduction in collisions, saving thousands of pounds in damage repairs and minimising inconvenience for passengers. “We were very pleased that so many of our drivers took the trouble to get involved in the hotspots survey. This shows how seriously they are taking these safety issues.” In another initiative to raise awareness of route hazards, drivers are being urged to report near-miss incidents. Lee added: “Again this is having a positive impact on our campaign to reduce collisions at First Borders.”
Administration Assistants Ruth Forrest, left, and Barbara Falconer with some of the gifts collected at Larbert depot for the Radio Forth Cash for Kids Appeal.
First tunes in to radio gift appeal UPPORT was certainly forthcoming when First Scotland East was approached by a local radio station to help with its children’s appeal. The Larbert depot was transformed into a main drop-off point for anyone wishing to donate gifts for the Radio Forth Cash for Kids Appeal. Meanwhile First’s bases in Balfron and Bannockburn also accepted presents that could then be transferred to Larbert. The annual appeal sees gifts
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collected to be handed out to disadvantaged local children. The campaign was also promoted with posters appearing on First Scotland East’s fleet of buses, as well as around bus stations and through the company’s social media accounts. Paul McGowan, said: “Our team is always very keen to support good causes so we were thrilled to be assisting with the Radio Forth Cash for Kids Appeal. It brings joy to hundreds of children every year and we
were delighted to see so many people donating presents.” Emma Kemp, Charity Manager at Radio Forth Cash for Kids, said: “We support hundreds of children in the Forth Valley area through this appeal every year and we’re delighted that First Scotland East took part. “The support of local people and businesses is vital in making the appeal a success and we know that by working together we can make a positive difference to young people’s lives.”
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NEWS 3
New MD appointed
Top marks
Gordon Grant, centre, and James Harvey pictured after being presented with the Business Excellence Award by Mhairi Harrington, left, Principal of award sponsor West Lothian College.
Depot scoops staff development accolade IVINGSTON depot has been awarded top marks for staff learning and development at the West Lothian Chamber of Commerce Business Excellence Awards. The judges said the team provides “continual development for its staff through a diverse range of internal and external training courses”. They added: “The company promotes all training opportunities through driver appraisals, personal development plans and succession planning to identify existing training needs.” First Scotland East Business Manager James Harvey and
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Livingston depot Operations Manager Gordon Grant were presented with the trophy for the Excellence in Staff Learning and Development category at the awards ceremony. First Scotland’s comprehensive package of learning and development includes professional competence and driver refresher training, personal development, health and safety instruction and compliance guidance. Engineering staff are taken through a thorough induction course and training is updated every year using a mobile learning bus. Training and opportunities for
all employees are continuously promoted through personal development plans, appraisals and succession planning. Livingston depot is actively involved with local community activity and works with the award’s sponsor, West Lothian College, by sharing best practice and helping to develop students through work placements and promotion of engineering as a career. Paul McGowan, First Scotland East Managing Director said: “This award is a tribute to the efforts of our employees and the support they receive from the FirstGroup Academy.”
AN industry leader with more than a quarter of a century working in the bus industry has been named the company’s new Managing Director for Glasgow and Scotland. Andrew Jarvis, pictured, will join the business on April 18 from Stagecoach, where he was Managing Director of its east Scotland operations. Although based in Glasgow, he will also oversee First Bus’s other Scottish businesses. He said: “I am looking forward to getting to know the teams, understanding the detail of the business and working with our customers and stakeholders.” Andrew joins from Stagecoach having enjoyed three years as Managing Director at its East Scotland operations. He was also Managing Director of Stagecoach Bluebird and Operations Director at Stagecoach South.
Disability charity praises scheme
Larbert Driver Paul Sherratt shows the Better Journey Cards.
A video is being produced by First Scotland East to raise the British Government’s awareness of an industry-leading communications initiative which helps disabled people. The company has re-launched its Safe Journey Cards and Better Journey Cards designed to help individuals use public transport – even if they have previously faced difficulties. The cards allow the passenger to discreetly communicate a specific message to the driver such as: “Please speak slowly – I am hard of hearing” or “Please be patient, I have had a stroke”.
Many people in the Scotland East Area now use the cards on a daily basis. Subsequently, the company has been asked to make the video to show how they can benefit people further afield. Once complete the Disability Action Alliance will take the video along with the cards to 10 Downing Street to bring the scheme to the attention of Prime Minister Theresa May. The charity has already written to the PM and the Disabilities Minister and Transport Minister, highlighting the “outstanding example of initiative and commitment from First Bus”. Paul McGowan, Managing Director of First Scotland East, said: “The cards have been really popular in the First Scotland East area and we’ve received some fantastic feedback.”
WINTER 2017 I youFirst
You First SE p4-5
20/1/17
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4 NEWS
NEWS 5
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
youFirst I 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 I youFirst
You First Glasgow p4-5
19/1/17
17:24
Page 1
4 NEWS
NEWS 5
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
youFirst I 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 I youFirst
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6 NEWS
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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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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NEWS 7
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 I youFirst
You First SE p8
18/1/17
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8 NEWS
Shortlist for top award
Colin Henderson with the trophies he won at the UK Bus Driver of the Year competition.
Double
joy
Colin lifts two trophies at national contest KILFUL Colin Henderson is celebrating a double success after taking third place in the heavily contested UK Bus Driver of the Year competition. The Falkirk Driver, who has 27 years’ experience, then achieved second place in a separate driving contest for all of the top First Bus drivers attending the event in Blackpool. Considered the Top Guns of the bus world, those competing for the title Bus Driver of the Year are tested on all aspects of the profession, from practical driving
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skills to customer care and a 30 question theory test. It is only the second time Colin, who is based at the Larbert depot, has taken part in the contest and he saw off competition from dozens of other top drivers to secure the trophy for third place. He said: “I was very pleased with the result and couldn’t believe I’d done so well. There were 118 people taking part in the competition so I feel a real sense of achievement. “My son Mark, who was there, said he was convinced I would
get a prize so I’m really delighted for him. “It’s a very challenging competition with 13 tasks you have to complete and the training I’ve had with First Bus really came into its own. “I was also thrilled to pick up another trophy. The standard among our drivers is so high, you really had to be on top form.” First Bus took three of the top four places at Bus Driver of the Year, with First Aberdeen drivers Jonathan Welch and Adam Ksiasek in second and fourth spots respectively.
PAUL McGowan flew the flag for First when he was in the running for the Manager of the Year accolade at a prestigious UK bus industry awards ceremony. Paul was just one of three business leaders shortlisted in the routeONE Manager of the Year for large bus operators category. He put his nomination down to the First Scotland East team and their hard work within the OpCo. He said: “I was very honoured to have been shortlisted for the award. “I have a great team who have worked hard with me to transform this company and deliver consistent improvement in all areas. “The emphasis has been on providing high performing, high quality services and serving local communities.”
Recruitment open day A recruitment drive has been launched to attract fresh talent to the company’s operations in West Lothian. Initiatives such as a career open day were held at Livingston Depot to invite budding drivers to find out more about the company. Prospective employees were given an insight into the job, pay and rewards. There was also the opportunity to have an informal chat with managers and the team. Recruitment and Training Manager Mike Wilson said: “We threw open our doors to give people an opportunity to find out what it is like working for First Bus.”
Joining forces to tackle tree branch hazards A joint campaign by First Borders and the local council urging landowners to cut back trees and shrubs by a busy road has made an immediate impact. Overhanging branches on the A72 which runs from Galashiels to the boundary with South Lanarkshire had caused a spate of damage to bus windows and bodywork – although no
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customers were injured in the incidents. Scottish Borders Council sent out letters to landowners on the route reminding them that they have a statutory responsibility to ensure foliage from their properties is not growing over the road or obstructing road signs or lights. Galashiels Operations Manager Lee Young said: “Since the letters went out
we have seen a number of trees cut back which is improving safety. “However, the campaign will continue until all the foliage hazards are removed. Both ourselves and the council are determined to eliminate this problems. “We are also undertaking regular route scoping and are sharing our findings with the council.”