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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru
SPRING 2016
Meeting the challenge of being a
GATELINE GUARDIAN PAGE NINE
EXCEPTIONAL EFFORTS RECOGNISED CENTRE PAGES
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Now let us all move forward together after strike action By Managing Director
Ian Bullock
IT would seem strange in writing this column, if I didn’t comment on the recent period of industrial action by our drivers. In my many years in the industry, that date back to British Rail times, I can’t recall a dispute that resulted in a strike where the two parties’ positions and objectives have been so closely aligned. However, the disruption and uncertainty caused to customers, some of whom may not return to rail to the detriment of all of us, coupled with the significant loss of earnings for drivers, and the additional work required by other teams, seems to me disproportionate to the actual degree of difference between the management and trade union side. My personal view is therefore that we all lost in this instance. My sincere hope now, shared by many of you, I know, is that we move forward and implement the very positive offer made. I’m sure we will all reflect on and learn from this episode. On a more positive note, it was my privilege once again in January, to oversee the 13th Exceptional Contribution Awards evening.With nearly 100 guests, it was an inspiring evening learning of all the fantastic stories behind each of the award winners. It was a great occasion that went on into the early hours and included this year an impromptu fire evacuation drill kindly sponsored by an hotel guest illicitly smoking in their room! Through the Exceptional Contribution Awards we have now recognised over 340 of our people – that’s one in six colleagues – and demonstrates if proof were needed what a great team we have here at ATW. In closing, I would like to make a particular mention to David Bevan and Chris McAndrew our gold award winners for their truly exceptional life saving efforts at Bridgend. Well done to them and congratulations to all our award winners.
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Conductor Emily Beatty checks customer Abigail Toms’ Multi-Flex ticket on her mobile during a journey from Cardiff to Swansea.
Multi-Flex app wins top award A
RRIVA Trains Wales is leading the way in the UK rail industry with its Mobile Multi-Flex app – and it has already scooped a prestigious prize. The unique facility downloadable on smartphones, which benefits part-time and flexitime commuters across Cardiff and the Valleys, won the Mobile Technology award at the UK Rail Industry Awards. The app was described in the commendation as “the first UK rail carnet ticket retailed through an app, to reward the loyalty of those regular train users who are unable to benefit from the savings provided by a seven-day or longer season ticket”. Mobile Multi-Flex is the first mobile ticketing system of its kind allowing customers to buy a pack of 12 tickets between any two places in the Cardiff and Valleys region (six in one direction and six in the other), using them when it’s most convenient up to a maximum of three months after the date of purchase. Mobile Multi-Flex offers up to 16 per cent discount on the price of Standard Day Return tickets (a pack of 12 can be bought for the price of 10). The innovation is of great benefit to people who work flexible working hours, work shifts or have occasional travel needs such as attending sporting events. The free app is available to download for all smartphone platforms, with Multi-Flex
tickets then available to purchase anytime, anywhere as long as data signal from the mobile phone service or WiFi provider is available. “With the majority of UK employees (77 per cent) working in organisations that provide some kind of flexible working we had a strong desire to reward loyal users of our trains who do not travel on our services regularly enough to benefit from the savings provided by a normal season ticket,” said Lynne Milligan, Customer Services Director. “With societal change in working patterns and increasing demand for more flexible fare options, we now have a product which delivers value for money and a more convenient way of purchasing train tickets for our customers.”
Station upgrade CUSTOMERS are enjoying the new facilities at Port Talbot Parkway station after a series of improvements. Platform buildings have been refurbished, a new enclosed footbridge with ticket office has been installed and all platforms now have lift access.
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Pledge leads to tickets for Six Nations
Safety Culture Improvement Champion Alun Davies, left, and Conductor Chris Edwards get in some impromptu singing practice outside Cardiff Central station.
Hittinghigh notes with
famous tenor F
IVE singers from Arriva Trains Wales hit the high notes when they took part in a Welsh TV programme. They were recruited for S4C’s Wynne Ar Waith which followed renowned Welsh tenor Wynne Evans as he criss-crossed Wales to recruit musical talent. The aim was to put together a workplace choir so Wynne joined Arriva Trains Wales employees on their shifts and held a masterclass to judge their potential. Successful in the auditions were Mark Ball, Elwyn Jones, Nia Jones, Alun Davies and Chris Edwards. Together with novices from Welsh Water and Edwards Coaches they formed a choir to release a charity song raising money for Tenovus Cancer Care. Can heb ei chanu was released as S4C’s charity single of the week and the choir performed the song on stage with Wynne at a Tenovus concert. The Arriva Trains Wales singers all had their own reasons to join the choir and they all enjoyed the experience. Alun said:“I’ve never had any singing lessons but I love karaoke and it was a great opportunity to be taught by one of the world’s best tenors. As a Safety Champion I took the opportunity to show Wynne and the other companies the work we do behind the scenes to make people’s journeys safer.”
Arriva Trains Wales television choir singers, front to back, Driver Nia Jones and Conductors Elwyn Jones and Mark Ball pictured at Pwllheli station.
MAINLINE Conductor Kevin Reilly won a pair of tickets to the Wales versus Scotland Six Nations rugby match after committing to Arriva Trains Wales’ new values. Kevin’s name was entered in a draw of people “Making the Pledge” and his name with his 20-word submission was plucked out randomly. He pledged to excel in every way in order to help Arriva Trains Wales achieve its ambition. Kevin attended the match with his cousin and said afterwards:“It was my first Six Nations game and I enjoyed the atmosphere – Jamie Roberts was a deserved man of the match.”
New contact details for assistance IN a change to Arriva Trains Wales’ Employee Assistance Provider, Capita First Assist has been acquired by Health Assured. Employees are urged to refer to the insert with this issue of Aspect which gives details of the new service provided. The contact telephone number is 0800 023 4742, for employees only, and there is also a portal that can be accessed. The enclosed card can be kept in people’s wallets to remind them of the contact details and services available. The portal is healthassuredeap.com. Username: Health. Password: Assured. Health Assured’s Employee Assistance Programme aims to help employees deal with personal problems that might adversely impact their work performance, health and well-being.
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Strong link between company values and the Group values THERE is a strong link between Arriva Trains Wales’ new values (Care, Inspire, Enthuse, Deliver and Commit) and the Arriva Group values. The five ATW values were specially formulated to sit within the wider Group framework. The overarching Arriva Group values are: PUTTING PEOPLE FIRST: We respect each other and support each other’s development. We question how and why we do things and we value each other’s views and contribution.
Customer Service Advisor Ian Griffiths, who has signed the values pledge, gives customer Alan Collison a hand with his luggage at Flint station.
ACTING WITH TRUST AND RESPECT: We are open and honest and we trust each other. We put safety first and we do what is right for Arriva, the environment and our local communities.
More step forward to ‘sign the pledge’
GROWING A SUSTAINABLE BUSINESS: We are passionate about Arriva and work to ensure its long-term success. We manage short-term challenges and we try new things.
A
DELIVERING SUCCESSFUL RESULTS: We work together as a team. We have a can-do attitude and we set and meet challenging targets. DELIVERING OUTSTANDING CUSTOMER SERVICE: We understand our customers, we deliver to their needs and we develop strong local relationships.
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RRIVA Trains Wales employees continue to step forward to “sign the pledge” indicating they are committed to the new company values. They are filling in pledge forms – and also making the commitment by going on to the ATW values microsite which has been created on the internet. By going to atwvalues.co.uk and visiting the pledge page people can indicate how they are caring, inspiring, enthusing, delivering or committing.
On the microsite there is more information about the five values and details of the Arriva Trains Wales pin badge which is awarded to employees in recognition of their actions, demonstrating their commitment to the values. The badge shows the “five pillars” viaduct and displays the ambition statement:“Proud, passionate people delivering excellent service – every time”. Ian Griffiths was one of the first people around the network to
send in a pledge. The Customer Service Advisor based at Flint station, North Wales, pledged to: ● Offer to carry luggage across the bridge. ● Offer to provide passengers with individual journey plans. ● Provide passengers with information as required. The five ATW values are linked to special colours on the pledge forms and communications:
CARE (orange)
Employee survey raffle winners WINNERS of prizes in the Employee Survey raffle were Geraint Owen Jones, Holyhead Driver, Jamie Herbert, Machynlleth Shunter, Stephen John Beavan, Machynlleth Driver, Sara Turton-Powell, Neath Customer Service Supervisor, Gareth Jones, Rhymney Driver, Kristian Hull, Cardiff Duty Manager and Ian Harding Gough, Carmarthen Conductor.
INSPIRE (navy blue) ENTHUSE (dark red/pink) DELIVER (light blue) COMMIT (purple)
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Safety Culture project scoops national awards
Safety Culture Improvement Champion Ian Jonah, left, leads a safety workshop with, left to right, Driver Instructor John Thomas, Safety, Communications and Projects Advisor Sue Anzeze and Driver Scott Neil.
A
RRIVA Trains Wales’ ground-breaking Safety Culture Programme – which includes an innovative film made by an employee – has won two prestigious awards. Both accolades in the category of Training and Development Excellence came at the UK Rail Industry Awards and the Rail Business Awards. They recognise core elements of the culture programme – the film, highly impressive safety statistics and the Engage, Participate, Challenge philosophy. Head of Safety Chris Didio said:“It is great to get this recognition of the work we are doing as a Train Operating Company. We are continuously driving forward to achieve a culture of safety excellence, aiming to ensure the railway is a safe place to work and travel.” The prizes confirm that Arriva Trains Wales is receiving widespread recognition for the way it has appointed four Safety Culture
Champions to ensure everyone attends a safety workshop. The sessions, which are ongoing, equip the workforce with safety skills up to RM3Level 5. The unique film, scripted in-house and entitled The Chancer, was the brainchild of Safety Assurance Manager Dave Lowes and Martyn Howells, who at the time it was made was on secondment to the Safety Department. Their storyline shows an employee making his way to work and being confronted by a
series of choices on a safety theme. With Dave himself playing The Grim Reaper, the movie demonstrates that proactive safety decisions can avert accidents and even fatalities. The film was launched at the Safety Conference last October and is being shown at Safety Training Update Days. Behind the camera during shooting was Barrie Willacott, the Cardiff Conductor who previously made his own movie about Owen Glendower.
Self-taught filmmaker took his chance BARRIE Willacott, the director of the safety film The Chancer, is an amateur, self-taught filmmaker away from his work on the railways as an Arriva Trains Wales Conductor. He has written, directed and produced a number of short films over the last few years, two of which have been showcased at charity events organised by himself in aid of The Alzheimer’s Society and raising nearly £3,000. Barrie, pictured, leapt at the chance when asked to produce a film for the Safety Team, putting in a huge amount of time and effort.
Working on suggestions from Dave Lowes and Martyn Howells, he finalised the script and gathered props, identified suitable locations and brought in actors and actresses together with crew and editors. Over the two days of the film shoot he even invited all the cast and crew back to his own home for lunch so they could take a quick break from a demanding schedule. Barrie said:“Being involved in this project has rekindled my passion for health and safety – and I hope I can be involved in another project in the near future.”
Discounts on gym facilities THE Arriva Trains Wales health and wellbeing team has an arrangement with a number of gyms in local authority leisure centres and gym facilities in hotels to secure discount membership for employees. The gym locations are spread across the network and the initiative is being co-ordinated under the Health and Wellbeing programme. ■ For further information contact healthy.living@ arrivatw.co.uk. ASPECT Spring 2016
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Arfon Jones, Holyhead, and Barry Evans, Machynlleth, accept awards on behalf of their respective train care teams. The team who supplied the food for a special train transporting the Welsh rugby team were recognised at the awards ceremony. They are, left to right, Karen Kinder, Catherine Williams, Mike Brown, Danyelle Warner, Douglas Proctor, Cheryl Peters, Scott Manley, Melanie Lynch and Phillip Jones.
Control Centre Manager Carl Hurcombe was joint host at the ceremony held at the Radisson Blue Hotel in Cardiff.
Cardiff Drivers Greg Wilcox, left, and Jonathan Davies are presented with a trophy by Managing Director Ian Bullock recognising their work to reinforce a positive safety culture.
Station staff scoop
for
action to save woman’s life T
Customer Service Advisor Marsha Owen received an award for going the extra mile on the evening gateline at Cardiff Central.
Dave Watts, Depot Manager for Machynlleth and Holyhead, received an accolade for being an inspirational leader.
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Barry Davies, Driver Team Manager at Llandudno Junction, was praised for his positive, can-do attitude.
WO Customer Service Advisors at Bridgend station scooped the Gold award at Arriva Trains Wales’ Exceptional Contribution Awards for saving a woman’s life. Chris McAndrew and David Bevan worked together to give an elderly lady CPR and mouth to mouth resuscitation after she collapsed in the lift on the platform. They kept her alive after she had stopped breathing until paramedics arrived and took her to the local hospital where her family were able to be at her bedside. Chris and David were among the 23 finalists who were honoured at the annual awards which recognise people who have impressed with their outstanding contribution over the past year. The special celebration evening at the Radisson Blu Hotel in Cardiff was hosted by Bethan Jelfs, Head of Stations, and Carl Hurcombe, Control Centre Manager, with employees and guests enjoying a three-course meal before the presentation of the awards by Managing Director Ian Bullock followed by disco dancing into the night.
Other staff in the limelight included another Customer Service Advisor, Paul Mainwaring, based at Swansea, who has also been nominated by British Transport Police for a BTP Commendation Award. Paul contacted the Transport Police after noticing a man acting suspiciously around a young female. Further enquiries revealed that he was using the train while on a sex offenders’ rehabilitation
course, and he was subsequently arrested and returned to prison. The train care team at Holyhead and Machynlleth depot received an accolade for consistently delivering a great round-the-clock service with safety as a priority, not only with Arriva Trains Wales units but also to Bombardier/Virgin with the Class 22X that they service nightly. The team that
David Bevan, left, and Chris McAndrew with their Gold awards.
supplied the food for the special train taking the Welsh rugby team to Colwyn Bay for their training camp was recognised at the awards. ASC General Manager Mike Brown went up to the stage accompanied by Scott Manley, Mel Lynch, Douglas Proctor, Phil Jones, Cath Williams, Danyelle Warner, Cheryl Peters and representing stations Karen Kinder. Ryan Gerrish, of Train Planning, who helped organise the train, was also nominated. Tony Martin, the Supervisor of 15 gateline staff and manager of the evening gateline activities, was honoured for showing great initiative to reduce gateline conflicts and accidents and for being an excellent ambassador for the team. Marsha Owen on the evening gateline was praised for her “energy, positivity and going the extra mile for customers”. Employee Relations Driver Team Advisor Tina Rees Manager Gareth receives her Silver Morgan, based in award. Cardiff, was praised for his excellent work in helping to deliver the Driver Advisory System (DAS). Tina Rees, of Human Resources, was given an accolade for her inspirational commitment and enthusiasm towards the health and wellbeing of employees.
Tina received a silver award because it was her second nomination. Gregg Evans, Head of Performance, was praised for organising Performance Forums and the Spotlight Awards and for acting as compere of a major management conference. Cardiff Drivers Jonathan Davies and Greg Wilcox received an accolade for reinforcing a positive safety culture by delivering railway safety presentations to schoolchildren.
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Arfon Jones, Holyhead, and Barry Evans, Machynlleth, accept awards on behalf of their respective train care teams. The team who supplied the food for a special train transporting the Welsh rugby team were recognised at the awards ceremony. They are, left to right, Karen Kinder, Catherine Williams, Mike Brown, Danyelle Warner, Douglas Proctor, Cheryl Peters, Scott Manley, Melanie Lynch and Phillip Jones.
Control Centre Manager Carl Hurcombe was joint host at the ceremony held at the Radisson Blue Hotel in Cardiff.
Cardiff Drivers Greg Wilcox, left, and Jonathan Davies are presented with a trophy by Managing Director Ian Bullock recognising their work to reinforce a positive safety culture.
Station staff scoop
for
action to save woman’s life T
Customer Service Advisor Marsha Owen received an award for going the extra mile on the evening gateline at Cardiff Central.
Dave Watts, Depot Manager for Machynlleth and Holyhead, received an accolade for being an inspirational leader.
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Barry Davies, Driver Team Manager at Llandudno Junction, was praised for his positive, can-do attitude.
WO Customer Service Advisors at Bridgend station scooped the Gold award at Arriva Trains Wales’ Exceptional Contribution Awards for saving a woman’s life. Chris McAndrew and David Bevan worked together to give an elderly lady CPR and mouth to mouth resuscitation after she collapsed in the lift on the platform. They kept her alive after she had stopped breathing until paramedics arrived and took her to the local hospital where her family were able to be at her bedside. Chris and David were among the 23 finalists who were honoured at the annual awards which recognise people who have impressed with their outstanding contribution over the past year. The special celebration evening at the Radisson Blu Hotel in Cardiff was hosted by Bethan Jelfs, Head of Stations, and Carl Hurcombe, Control Centre Manager, with employees and guests enjoying a three-course meal before the presentation of the awards by Managing Director Ian Bullock followed by disco dancing into the night.
Other staff in the limelight included another Customer Service Advisor, Paul Mainwaring, based at Swansea, who has also been nominated by British Transport Police for a BTP Commendation Award. Paul contacted the Transport Police after noticing a man acting suspiciously around a young female. Further enquiries revealed that he was using the train while on a sex offenders’ rehabilitation
course, and he was subsequently arrested and returned to prison. The train care team at Holyhead and Machynlleth depot received an accolade for consistently delivering a great round-the-clock service with safety as a priority, not only with Arriva Trains Wales units but also to Bombardier/Virgin with the Class 22X that they service nightly. The team that
David Bevan, left, and Chris McAndrew with their Gold awards.
supplied the food for the special train taking the Welsh rugby team to Colwyn Bay for their training camp was recognised at the awards. ASC General Manager Mike Brown went up to the stage accompanied by Scott Manley, Mel Lynch, Douglas Proctor, Phil Jones, Cath Williams, Danyelle Warner, Cheryl Peters and representing stations Karen Kinder. Ryan Gerrish, of Train Planning, who helped organise the train, was also nominated. Tony Martin, the Supervisor of 15 gateline staff and manager of the evening gateline activities, was honoured for showing great initiative to reduce gateline conflicts and accidents and for being an excellent ambassador for the team. Marsha Owen on the evening gateline was praised for her “energy, positivity and going the extra mile for customers”. Employee Relations Driver Team Advisor Tina Rees Manager Gareth receives her Silver Morgan, based in award. Cardiff, was praised for his excellent work in helping to deliver the Driver Advisory System (DAS). Tina Rees, of Human Resources, was given an accolade for her inspirational commitment and enthusiasm towards the health and wellbeing of employees.
Tina received a silver award because it was her second nomination. Gregg Evans, Head of Performance, was praised for organising Performance Forums and the Spotlight Awards and for acting as compere of a major management conference. Cardiff Drivers Jonathan Davies and Greg Wilcox received an accolade for reinforcing a positive safety culture by delivering railway safety presentations to schoolchildren.
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Hi-tech mobile ticket machine could be real star
Nick Cummins, a Conductor on the Cardiff Valleys network, with one of the new STAR mobile ticket retailing systems which will soon be trialled at Treherbert depot. Inset, a bar-coded ticket produced by the lightweight thermal printer.
T
RIALS are due to start soon at Treherbert depot of the new STAR mobile ticket retailing system which is easy to use and flexible. Developed by Fujitsu, the lightweight devices will issue paper bar-coded tickets in a rail industry first. For the pilot, on-train staff based at Treherbert will use specially equipped Samsung Galaxy S5 handsets to sell the bar-coded tickets after the company awarded Fujitsu the contract to replace the life-expired Avantix. The kit set also incorporates a lightweight thermal ticket printer and an improved card reader which will be capable of carrying out online transactions, thereby bringing improved protection from card fraud. Ian Hughes, the Arriva Trains Wales STAR Mobile Project Manager, said:“We’re delighted that the multi-million pound deal signed by Arriva Group last year is now bearing fruit. “This project represents the largest capital expenditure this
year for Arriva Trains Wales and has been shaped by the very positive and helpful contributions from our team members. “With the pilot being at Treherbert, it means that the Arriva Trains Wales business will be shaping the way for our Group through to implementation.” During the pilot phase the project leaders will evaluate progress on a daily basis and report their findings to Fujitsu so
they can fine tune the software. Employee feedback will be invaluable during this time and will ensure the company gets the very best from the equipment. Feedback from training sessions has been overwhelmingly positive with the lightweight handsets, the intuitive system and its flexibility all being praised. “Customers will see changes in the type of ticket they receive
and that it will need to be scanned to be checked,” said Ian. “Scanning the tickets will ensure they can’t be re-used so it will be really important this is done. Customer information is ready to go out the minute the trial date is announced.”
New absence system will provide even more support MORE support for employees who fall sick will be available thanks to a new absence management system coming soon at Arriva Trains Wales. It will be easier to report an absence because people only need to make one call, and they are guaranteed a call back from a manager. Under the Absence Manager
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programme, employees phone in if they want to change their expected date of return and also to close their absence when they come back to work. The system is set to provide Arriva Trains Wales with real-time absence data and this will help the company plan to better support employees’ health and wellbeing. Communication
with absentees is improved and absence trends can be tracked. To report absence, colleagues will be able to call a designated phone line giving their employee number, reason for absence and the start and end date. A return call from the manager will allow them to discuss the absence and any related issues.
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CUSTOMER Service Advisor (Late Night Revenue) REBECCA CHENNELLS has loved every second of her 10-month career with Arriva Trains Wales to date. Based on the barriers at Cardiff Central,she typically works Wednesday to Saturday from 6pm to 12 midnight and on Sunday from 3pm-10pm. Her wide ranging responsibilities include providing train times and platform directions,explaining how the barriers work and making sure they are regularly
emptied.She also sells and upgrade tickets.Rebecca works as part of a team of six in partnership with day time barrier staff,main office ticket staff,the information desk,platform staff,train conductors and drivers to provide the very best customer service. Anything can happen late at night so Rebecca’s happy,friendly,vigilant approach goes a long way and she liaises closely with British Transport Police on conflicts,vulnerable customers or missing people.
in the
Night
life of
5.45pm Sign in and ready for work.
6pm Cover breaks for the day time staff.
7pm Help a customer with what train they need, what time it goes and what platform they need.
8pm
Liaising with the BTP and the regular police is one of Rebecca Chennells’ duties during a night shift. She is pictured at Cardiff Central station concourse with PCSO Steven Redmond.
Explain to a customer they have a ticket which is not valid and they need to purchase a new one at the unpaid fare office. I show them where it is.
8.30pm Cover break either selling or with the front or back barriers.
9pm Help a vulnerable customer who needs assistance to the platform so I radio the platform staff and give his name, which journey he wants to take and time. I then let the customer know there will be someone down shortly who will help and take him up to the correct train. There are times when a customer is upset or angry so we do our best to resolve it by showing compassion and empathy.
10pm A customer is not wanting to pay for the journey she has just taken. Even with the customer service I provide, sometimes a customer is still unwilling to pay – so British Transport Police is called and, working together, we can get an end result. The role I do is really not difficult as long as you are understanding, a great people person, knowledgeable and willing to help.
11pm I empty tickets collected from the ticket
barriers ready for the morning staff, making sure surrounding areas are safe and tidy. Then I help customers onto their last trains. A vigilant eye is important as you have to be the first to see if anyone can be a harm to themselves or anyone else before they enter the platforms and this is why working with BTP is so important.
Midnight I make sure all barriers are open, machines are locked, heaters are turned off and I check any customers left are okay and know where they have to go before I leave for home. ■
Penally CIS installation completes stations project PENALLY station in Pembrokeshire became the final station on the Arriva Trains Wales network to be equipped with Customer Information Screens (CIS). A total of 164 screens, which play a vital role in keeping customers updated on journey schedules, were installed in the last phase of a six-year staged roll-out under the National Stations
Improvement Programme (NSIP). The Penally installation marks the end of a £6.5 million NSIP programme which began in 2008, when only 80 stations were equipped with screens, with Arriva Trains Wales working alongside Network Rail and other stakeholders to deliver the improvements. Arriva Trains Wales liaised with the
Pembrokeshire Coast National Park Authority and Pembrokeshire County Council to install power on the site so that the project could be enabled. Customer Services Director Lynne Milligan said:“The CIS play an important part in informing our customers of any changes to their planned journey.” ASPECT Spring 2016
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GETTING TO
know you Welcome to the first of a new series of features which highlight the many fascinating spare-time hobbies and interests enjoyed by Arriva Trains Wales people.Here we put the spotlight on two transport enthusiasts in the company’s Cheshire depots.
R
ESOURCES Manager Jon Hassall hopes his dedication to motorsports will steer him towards a race marshal position at the Formula 1 British Grand Prix. Crewe-based Jon became hooked in 2008 after watching races at Oulton Park Racing Circuit, in Cheshire, and decided he would rather be on the other side of the fence as a volunteer. He often spends entire weekends camping at the circuits while marshaling, and has attended more than 100 race meets over the years at circuits including Donington Park and Silverstone. Jon said:“I raced cars back in 1989 and 1990 before a bad accident forced me to stop – but since then I’ve been a big collector of race memorabilia
and now love marshaling in my spare time. You’re 10 metres away from vehicles racing past you at more than 100 mph – the buzz is amazing.” Chester-based heritage railway enthusiast Chris Owen is taking his passion to new heights by beginning a Resources Masters degree in the Manager Jon field – and he is hoping Hassall gets a buzz that his findings will race marshaling help shape the future of 100mph plus safety management at cars. preserved railways. Since enrolling on a Diploma in Higher Education course in 2010, Chris has gone on to His research will focus on achieve a Bachelor of Science proving that standardising degree in Railway Operations competence management Management and will begin his methods across all heritage Masters in Railway Systems railways would be an effective Integration at the University of way forward. Birmingham in September. Chris, who volunteers as a
signalman on the Llangollen and Severn Valley railways, said:“It’s important to look after the traditional systems and having the chance to work with people who are equally passionate and motivated is inspiring.” ■
CR Team keeps rail tweeters updated RESPONDING to the hundreds of comments, questions and compliments received on Twitter is all in a day’s work for the customer relations team at Arriva Trains Wales. Each officer has a Twitter pseudonym – a name that they sign off each of their tweets with when replying
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from the account – as they help keep customers updated on the latest travel information as well as reply to their feedback and queries. The team receive more than 250 tweets each day, but this can spike significantly if there is disruption across the network. On average, the @ArrivaTW account gains 1,000 new followers and 150,000 profile views every month.
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Jon helped husband
make it to birth C
ONDUCTOR Jon Sadler has won a Spotlight Award for helping a customer reach his pregnant wife as she went into labour. Shrewsbury-based Jon was working a non-stop train to Newport when the man jumped on expecting to be able to get off at Ludlow.“He was in a blind panic and he had boarded after receiving a call to say his wife was on the way to have the baby,” he said. “He obviously didn’t know it was a through service so he was understandably upset when he realised. I did all I could to help. I got on the phone to Control and arranged to have the train stop at Ludlow, after which I calmed him down.” Jon, a former airport worker who joined Arriva Trains Wales in 2011, is frequently praised for helping passengers and says he is happy to be able to “make a difference to people’s days”. “I was recently awarded some vouchers after I helped a Conductor stranded customer,” he added. Jon Sadler with The conductor’s previous his Spotlight Award career has spanned 30 years in certificate at customer service at Stansted Shrewsbury station. Airport, helping customers check on to planes, and in jobs connected with sailing and horses.
Busy start with many changes
Three Directors take up new roles THREE Arriva Trains Wales Directors are taking up new roles within the railway industry. Rob Phillips is becoming Finance Director of Northern, the franchise which extends across the North of England and which has just been awarded to Arriva. Rob, previously Finance Director at Arriva Trains Wales, was on secondment to the mobilisation team for two months in York before the launch of the franchise on April 1. He said:“I’ve had such a great time at Arriva Trains Wales and the success I’ve had has been purely down to my team and department. The new company strategy makes Arriva Trains Wales an exciting place to be over the next couple of years. “It feels strange having played my part in drafting the strategy that I won’t get to see it grow and flourish but I wish Ian and the Executive team every success and hope it brings the rewards everyone deserves.” Engineering Director Matt Prosser is to
By Human Resources Director GARETH THOMAS
become Engineering Director at Arriva’s sister business Chiltern Railways. “During the 10 years I have been at Arriva Trains Wales I have seen it transform itself into a high-performing business among the best for right-time performance,” he said. “With the new first-class strategy in place to take it forward I know it will continue to go from strength to strength.” Operations and Safety Director Claire Mann is leaving for a new role with Transport for London as Director, Docklands Light Railway, which will enable her to spend more time with her family. “It has been a really tough decision to leave as in my 20 years on the railway I have never worked with such amazing people who strive to make a difference every day,” she said. “I know that the new strategy will enable the people in this business to continue to deliver even better results, with a true sense of purpose.”
THE first quarter of 2016 has been a busy one for Arriva Trains Wales with plenty of change and ambiguity thrown into the mix. We are all keenly awaiting more clarity on the Welsh Government’s plans for the railway in Wales and what this might mean for us and we have all been affected by the recent changes to our pensions scheme as a result of the Government’s decision to stop people contracting out of the state pension. We are very sad to see three of our Directors leave – they each made a significant contribution to the direction of our business – and the close timing of their announcements is unfortunate. However, both Rob Phillips and Matt Prosser have progressed within the Arriva Group which is great news and Claire Mann has taken the opportunity to move back to London where her family live. There is no doubt that so many changes in such a short time can be unsettling but what is encouraging is that our strategy and plans now enable us to be resilient to such changes and keep our focus on delivering an excellent service, every time, for our customers. We have moved quickly to fill these vacancies with people who can continue to drive the strategy forward, improving our employee experience, improving our operational processes, creating an excellent customer experience, and growing our revenue. I would personally like to thank Rob, Matt and Claire for making me so welcome here at Arriva Trains Wales and for all their work in establishing the direction for the company, a direction that will continue.
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Pictured in St Mary’s House reception in front of countdown clock for the World Half Marathon are Arriva Trains Wales employees, left to right, Diagramming Specialist Johnathan Jones, Conductor Performance Manager Simon Groves, General Management Intern Abbey Read and Operations Assurance Manager Neil Driscoll.
Arriva staff race with
OLYMPIC STARS A
RRIVA Trains Wales was at the heart of the action at the IAAF/Cardiff University World Half Marathon Championships. Around 60 employees with free entry took to the streets of Cardiff to run in the footsteps of champions in the event at which Arriva was an Official Partner of Run 4 Wales. The starting gun at the global gathering featuring
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elite runners was fired by Liz Prince, Head of Leadership and Organisational Development. In total 20,000 competitors braved the wind and rain to run the same course as Double Olympic and World Championships gold medallist Mo Farah. Arriva Trains Wales’ best performing entrant was Dave Roberts, Machynlleth Technician, who recorded a personal best of 1:26:39. Mo Farah made time to chat with a group of five competitors and one of them, Andrew Davies, Paula Cardiff Driver, met Radcliffe and Women’s Marathon Mo Farah pose world record holder for fun photos at Paula Radcliffe who the World Half was one of the race Marathon. ambassadors. Three managers – Richard Pierce, Engineering Projects Manager, Andrew Gazzard, Head of Resources and Gregg Evans, Head of Performance, attended a
hospitality VIP dinner before the event at the National Museum, Cardiff, at which Lord Sebastian Coe, Deputy Minister for Culture, Sport and Tourism Ken Skates and Olympic Gold Medallist Lynn Davies were present. In the run-up to the World Half Marathon, Arriva Trains Wales had an exhibition stand at the Cardiff Sports Expo in the Motorpoint Arena. Entrants visiting the stand were given a free T-shirt for the race.
Tough game with coaches THE Arriva Trains Wales football team came up against tough opposition when they played the Cardiff City Academy coaches. The fixture, which was made possible because of the company’s sponsorship of the Cardiff City Ladies teams, resulted in a 4-2 win for Cardiff coaches. The Arriva team held its own for about one hour with stand-out performances from Valleys Conductor James Kirby in goal and Cardiff Driver Darren Nippers in defence.
Have you got news for us? IF you have a story for Aspect please contact Internal Communications Manager Katrina Tzannis by emailing katrina.tzannis @arrivatw.co.uk or call 02920 720687.