Arriva Aspect Winter 2015/16 by i•creation

The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru

WINTER 2015/16

NEW YEAR, NEW DIRECTION Strategy unveiled at conference â&#x20AC;&#x201C; see inside

Talent and drive put people at the heart of realising ambitions FIRST I would like to personally thank all those who have contacted me to say how much they appreciated the vouchers we sent out to employees following the Rugby World Cup. We used them to express our sincere thanks to everyone in the organisation who worked so hard and without complaint through the tournament. When the thank you cards started to arrive I fully realised how the gesture had been welcomed – it was a tangible way the Directors and I could express our sincere appreciation. The number and timing of the matches stretched us to the limit but everyone should take pride in the way they pulled together to deliver an excellent service. The dedication of the people within Arriva Trains Wales during the World Cup was an illustration of a fantastic aspect of the culture of the business – when the going gets tough we see the very best of people. Over the years I have seen this countless times, whether it be struggling into work when the weather is appalling or just helping colleagues when they are going through a bad time. We have amazing people in Arriva Trains Wales and that’s what makes me proud to work here. The leadership team and I have recently launched a new business strategy which I believe will enable us to build on these great elements of culture. We already have a deserved reputation for delivering operational excellence and growing our revenue. Without losing these aspects, there are important areas we need to develop further – our excellence in the customer

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By Managing Director

Ian Bullock experience, our employee experience and being a trusted partner to our stakeholders. A key part of our business focus to start with is “why we are here?” For example, is our reason for being simply to move large pieces of metal on steel wheels or do you come to work for something more meaningful? I believe we can express this meaning or purpose as being to “connect people and communities to what’s important to them”. We play a vital role for many in the communities we serve, often being their key link to employment, leisure and family. I also want Arriva Trains Wales to have a sense of ambition about what it wants to achieve. For me and the leadership team, because we are proud of our people, it’s not surprising it’s people-based. Hence the ambition I’m setting for us is “passionate, proud people delivering excellent service – every time”. Achieving this ambition won’t be easy or quick but I’m convinced with your help and the talent we have in our people, we can make Arriva Trains Wales a truly exceptional business and one we are all proud to say we work for. My best wishes to you and your family for a happy and peaceful Christmas and New Year.

Train Planning Apprentices Nathan Doe, left, and Joe Lewis looking through network maps in St Mary’s House.

Training builds business skills NINE apprentices have joined Arriva Trains Wales to pursue a career on the railways. Alongside their on-the-job learning they are attending monthly apprentice development days to enhance key business skills. Chloe Thomas and Joshua Daniel are on four-year apprenticeships in Fleet Maintenance. On three-year courses are ICT

Apprentices Myles Peart and Rhys Howells, Projects Apprentice Luke Curtis, Train Planning Apprentices Joe Lewis and Nathan Doe, Control Apprentices Michael David and Kieran Newberry, and Commercial Apprentice Alice Cowley. Two of the apprentices have sports backgrounds – Joe Lewis studied Sports and Business Management at university while Nathan Doe had a football scholarship with Newport County.

A Christmas happy ending A Holyhead Conductor used the power of Facebook to rescue a little girl’s Christmas. Passenger Gemma Jones, travelling on Mel Hanbury’s Chester to Holyhead train, left bags containing Christmas presents behind as she alighted at Prestatyn. Mel noticed the lost property, stored it overnight and then put out a Facebook message to a Prestatyn friend asking if she could find the forgetful passenger. Within 24 hours Ms Jones had messaged Mel on Facebook,

and her husband was later able to collect the bags of valuable Disney toys, Frozen dolls and DVDs she had bought for daughter Teagan. Mel said:“The dad was really grateful. I was happy to have been able to reunite him with the presents for the little girl.”

Employees embrace values

BY SIGNING UP TO PLEDGE A

RRIVA Trains Wales people are “signing the pledge” to show they are committed to the new company values. Pledge forms are being distributed round the business following three management conferences in November which launched the new business strategy. Managers signed the forms at the conference venues – two in Cardiff and one in Chester – and now they are set to encourage teams to follow suit. The new Values and Behaviours, with examples of how they might be demonstrated in everyday life, are: ● WE CARE FOR PEOPLE’S SAFETY AND WELLBEING: We will be proactive in dealing with unsafe acts and conditions.

Conductor Manager Trudie Burns with her pledge card outside Cardiff Central.

● WE INSPIRE EACH OTHER BY DOING WHAT’S RIGHT: We will lead by example and be an exemplary role model. ● WE ARE ENTHUSIASTIC IN WHAT WE DO: We will be positive and have a can-do attitude. ● WE DELIVER WHAT WE PROMISE: We will do what we say we will do every time. ● WE COMMIT TO A BETTER TOMORROW: We will be responsible and act with integrity in planning our future. Managing Director Ian Bullock said:“Our values guide every The five values are linked to special colours on the pledge forms and communications:

decision we make as well as every conversation and interaction we have with our teams and customers. Our values should anchor every element of the service we provide, every time.” Staff will in future be given pin badges in recognition of actions which demonstrate their commitment to the values. Managers around Arriva Trains Wales have drawn up action plans detailing ways they will

communicate the significance of the values to their colleagues. ● Don’t forget to give your completed pledge cards to your manager who will then send them into the Internal Communications Manager based in the HR team. If you haven’t had a pledge card, request one from your line manager today. A new website has been set up where colleagues can make their pledges online. Just visit atwvalues.co.uk

CARE (orange) INSPIRE (navy blue) ENTHUSE (dark red/pink) DELIVER (light blue) COMMIT (purple) See page 7-10 for a special supplement on the launch of the business strategy at the management conferences.

At St David’s House, Driver Team Manager David Rees shows his completed pledge card.

Film shows services make connections A film featuring people who were helped by Arriva Trains Wales was played to delegates at the management conferences. A father was shown dashing home from his shift to see his baby son who had been born four and a half weeks early. The train service made this possible – and also made it possible for a woman to take a trip back to her family home in Cardiff after her father passed away. Both scenarios were apt illustrations of Arriva Trains Wales’ new ambition: “Connecting people and communities to what is important to them.”

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Rail awards recognition for lifesavers TWO Arriva Trains Wales employees were presented with lifesaving Awards at the prestigious 2015 National Rail Awards held at the Grosvenor House Hotel in London. Maintenance Supervisor Martyn Tudor and Station Support Officer Darren Haynes intervened in two separate incidents involving a contractor and a customer. Martyn’s quick actions saved the life of the site worker who was caught between the jaws of a crane and severely crushed. Darren gave CPR to a customer who collapsed on a platform. The man’s wife later praised the rescuer for saving him.

PRIDE AS EMMA REACHES

peak of public service E

MMA Pritchard is connecting with her community in a high-profile civic role. The Cardiff Driver has been fulfilling official duties as the Mayor of Barry since she was ceremonially inaugurated in May. For Emma it is a highpoint of the public service she began when she became a Labour councillor two years ago. As her official charities she has

chosen two causes which are close to her heart. “I am supporting the Motor Neurone Disease Association (Cardiff and Vale) because my uncle died of the disease,” she said.“I am also supporting Ty Hapus, which helps people with early onset dementia, because my grandfather suffers with the disease. “I hold a social evening and coffee morning

Customers will ‘never forget how you made them feel’

Delegates focus on safety risk ARRIVA Trains Wales’ third Safety Conference – the biggest yet – took place Cardiff in October. More than 100 delegates from across the network included equal numbers of Safety Managers and Safety Reps. A number of outside speakers contributed to themes of working with the Samaritans to address the issue of suicides, managing assaults and progressing the role of the Safety Champions. “The conference was centred on managing risk and occupational health issues,” said Head of Safety Chris Didio. “There was a keynote focus on our ongoing Engage, Participate and Challenge cultural programme.”

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every week of my rest days at Ty Hapus.” Life is a real juggling act for Emma as she balances the demands of council meetings, civic engagements, her driving duties and making time for her youngsters Curtis, aged seven, and Martha, aged two. But she thinks being Mayor is the “best thing ever” and has chosen to champion the cause of engaging with the youth of Barry during her tenure.“With two children of my own I see the advantages of a council doing its best for the youngsters in its area,” she said. Since her appointment Emma has granted the civic honour of the Freedom of Barry to two local athletes, boxer Lee Selby and James Savory, who won a silver medal in the Special Olympics.

Cardiff Driver Emma Pritchard who is enjoying her year in office as Mayor of Barry.

A quote from an eminent American poet and author was used to back up a point about customer care at the Chester Management Conference. Mike Tapscott, accountable for Customer Experience, quoted Maya Angelou who said:“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Mike told the conference, which highlighted the value of going the extra mile in delivering customer service:“We want people to feel good about our service and the customer experience.”

Memorable images from this year’s John Lewis Christmas TV campaign.

TRIKING parallels between Arriva Trains Wales and the John Lewis Partnership were put under the spotlight at the Management Conference in Chester to launch the new business strategy. Two John Lewis at Home representatives, Liz Mihell, Head of Selling and Lewis Evenden, Chester Branch Manager, addressed the delegates about their company’s priorities.

Why amazing people drive the business BETHAN Jelfs, Head of Stations and one of the leadership team, highlighted “Amazing Things by Amazing People” at the Chester Conference to show how Arriva Trains Wales is full of high-achieving people. More than 30.5 million passenger journeys were facilitated in 2014 and 330 nominations have been celebrated over 11 Exceptional Contribution Awards events since their inception. This year 33,000 brake blocks have been replaced by Fleet. 750,000 hot drinks are sold every year and 300 additional jobs have been created since the start of the franchise.

Talks draw parallels with

FAMOUS RETAILER

They told the story of of how the department store chain was set up by a silk buyer with Welsh roots 150 years ago in a draper’s shop in Oxford Street, London. Employees – now known as Partners – were given a say in the business when John Lewis’ visionary son Spedan decided to put them at the centre of everything the stores did. Lewis Evenden pointed out that John Lewis’ customers are now changing at a fast pace, from making simple transactions to a navigating multi-channel world. Like John Lewis, Arriva Trains Wales has to meet John Lewis Chester Branch Manager Lewis Evenden, and Head of Selling Liz Mihell with the expectations of the model viaduct and train which formed part of the conference (see centre four pages). “master shoppers” who are buying products on mobiles, laptops and well is remarkably strong. to improve the customer as ticket offices. experience – what their job is, “The conversation you are John Lewis’ strategy of valuing and how it links in to the ultimate having is exactly the same.” both employees and customers, goal of the organisation.” Lewis said:“It has been really and treating visitors to the stores She added after the Chester good to be able to talk to the with smiles and enthusiasm, was Conference:“I have been really leaders in the Arriva Trains Wales also highlighted. struck by the fact that, despite business and to be able to share Liz said:“Everybody must be our businesses doing different some of the things that are clear about what they are doing things, the customer service link similar.” ASPECT Winter 2015/16

Customers are ‘in the know’ after relaunch USEFUL online Journey Check facilities for customers have been relaunched with the slogan “Be in the know before you go”. The upgraded website is now easier to use and can be accessed on phones, tablets or computers. By visiting www.arriva trainswales.co.uk/check and adding details of when and where they are travelling, people can get information about their journey before they depart, or on the move. The link gives updates on delays, cancellations station works and planned engineering. The relaunched Journey Check service allows people to sign up for email alerts, and was publicised in roadshows at stations.

Team thanked for

Cardiff Conductor Gill Delaney with a rugby ball signed by members of the Wales Rugby Team which was raffled for charity by Kelly Yeo, Conductor Performance Manager (North).

Photo: Norbert Kaiser

WORLD CUP EFFORTS A passion for classic motors LLANDUDNO Junction Driver Allan Barnes has been fascinated by Humber cars since he was a teenager. He has built up a collection of six of them, along with a 1989 Bentley. The classic cars are kept in a specially-built garage at Allan’s home. Two are being professionally restored and only one is road-worthy. “The oldest was built in 1930,” said Allan. “I’ve always admired the design since a friend bought one when was I was aged 17.”

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TIRELESS work by Arriva Trains Wales staff to deliver magnificent customer service during the Rugby World Cup 2015 was rewarded by a celebratory drink and snacks at a Cardiff city centre bar. Managing Director Ian Bullock invited people to celebrate their success with him at the Soda Cocktail Bar and Nightclub on Mill Lane. All employees were also presented with £100 Arriva Village shopping vouchers in a token of the management’s appreciation of the sterling performance during the tournament. With qualifying matches held at four venues within the Arriva Trains Wales network, staff needed to display excellent teamwork to deal with the vast numbers of supporters on their way to matches. Ian said:“I saw all hands on deck at our depots making sure that trains departed and arrived clean and safe. “Train planning and station staff worked tirelessly in helping to connect our customers to the places that are important to them. “Let’s also not forget train crew working long and hard to move thousands of people together with the long list of volunteers who gave up their spare time to work on the stations.”

The Managing Director also praised the teams at head office who were busy speaking to customers, dealing with the media and providing information to the public.

Warm welcome given to returning Games athletes DISABILITY Champion Caroline Lewis was present at a Millennium Stadium Homecoming celebration for the seven Welsh athletes and two coaches who were part of the Special Olympics Great Britain team at the World Games in Los Angeles. Caroline represented Arriva Trains Wales in its capacity as the official Community Partner of sponsors Disability Sport Wales. Caroline said:“It was great to be part of this event and to welcome home these Special Olympic athletes. There were so many wonderful achievements – we are just so humbled to be involved.”

Management conference special feature

RRIVA Trains Wales was building on firm foundations when it unveiled its new strategy and ambition at the three management conferences in Cardiff and Chester. MD Ian Bullock set the scene by stating that the business needed to change and that it was not moving forwards.“Our previous strategy had no focus. “Our vision was difficult to explain – and if you can’t explain it easily how do we achieve it?” he asked. Now is the time for ATW to look again at why it is in business and why it is here. “We have the opportunity to be the business that the community we serve wants us to be. Whether we win an extension, win the franchise or not, the majority of us will still be here and we want to look forwards,” he added. A large model viaduct was built piece by piece on stage

FIVE PILLARS WILL HELP

realise Ambition during the events to illustrate where ATW is going and how we intend to get there. On top of the viaduct was written the new purpose representing why we do what we do. Ian said ATW is about: “Connecting people and communities to what is important to them. HR Director Gareth Thomas added: “If we do what we are best at consistently well, the impact on the communities we serve is immense and this should be at the heart of everything we do. It will guide the decisions we make and how we approach the

leadership of this business. We serve an important purpose and we should all take great pride in that responsibility. Connecting with a renewed purpose however is not sufficient on its own. “We require a strategy to bring it to life and make it happen. The strategy seeks to clarify our ambition for the next few years and describe the business we will be trying to build. “Our ambition is to have ‘Proud, passionate people delivering excellent service – every time.’ “It builds on our strengths and to achieve it, it is essential that we balance all aspects of

running an effective operation: People, Customers, Finances, Operations, Stakeholders.” The five pillars of the viaduct represent these priorities and will guide the direction of the business over the coming years. The pillars literally support the strategy and we will give each pillar equal importance. Each pillar is measured by a Key Performance Indicator to help us monitor our progress towards achieving our goals. “This change in focus represents a really positive step forwards for ATW and we want everyone on board for this exciting journey,” Ian concluded.

Pictured left to right with graphics which reinforce the five strategic priorities are Arriva Trains Wales Directors Lynne Milligan, Mike Tapscott, Matt Prosser, Rob Phillips and Claire Mann. The rocks and animals on top of the viaduct represent obstacles in the company’s journey towards its Ambition.

Directors first to sign up with their pledges

THE company’s seven Directors have signed their own personal pledge to further the new Values. Ian Bullock: “I commit to ensuring that we are all delivering our ambition.” Mike Tapscott: “I commit to ensuring timetable opportunities we provide are the best we can achieve for our customers.” Claire Mann: “I will care for our people and put them at the heart of the decisions I make.”

Rob Phillips: “My enthusiasm will grow revenue and drive efficiency within this business.” Gareth Thomas: “I will inspire our people to do what’s right for our business and each other.” Lynne Milligan: “I care that we deliver a great customer experience for the 30 million plus journeys that take place on our network each year.” Matt Prosser: “I commit to delivering better trains every day using the skills of our people.”

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Shrewsbury Driver Manager Mick Dennis shows off the viaduct pin badge which reflect an individual's commitment to living the new company values.

Management conference special feature Three conferences were held during November to unveil Arriva Trains Wales’ new Business Strategy – two in Cardiff and one in Chester. Here, Aspect reports on proceedings at the Chester conference.

Managing Director Ian Bullock addresses the delegates. Liz Mihell, Head of Selling for John Lewis at Home, talked about the importance of customer service as a business priority.

Conference master of ceremonies, Head of Marketing Paul Tapley, in front of the giant video screen.

HE mysteries of the Golden Circle and a four-letter Scrabble game intrigued delegates attending the Management Conferences which launched Arriva Trains Wales’ new business strategy. Thought-provoking challenges were mixed in with serious messages from Directors and the Leadership Team to focus people’s minds on the vital topics of values and team working. Managers were grouped round a series of tables and there was an informal but upbeat atmosphere as speakers took the stage alongside a large model of a viaduct symbolising (with its columns) the pillars of the new Arriva Trains Wales strategy. The Chester Conference, hosted by Head of Marketing Paul Tapley, began with a video vox pop of customers talking about their own “connecting moment” using trains. Managing Director Ian Bullock outlined how the Head of Executive team Resources re-defined Arriva Trains Andrew Gazzard Wales’ key priorities in his jots some ideas keynote speech entitled on a flipchart. “Present and Future – Why

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CHALLENGES AND FUN PAINT AN

upbeat future picture we need a new strategy.” Operations and Safety Director Claire Mann and Engineering Director Matt Prosser spoke about the new ambition and purpose, the five strategic pillars and Key Performance Indicators. Head of Operations Martyn Brennan, Safety Manager Chris Didio, Head of Stations Bethan Jelfs and Head of Customer Experience Barry Lloyd led a discussion about the new values and behaviours. During an interval the teams were asked to break open bags of Scrabble letters and make as many four letter words as possible. Later they tried again, and their results were far more impressive, with all teams showing improvement because they had all changed their strategy. Of course, that was the point – the exercise was aimed to get people thinking about the need for a change of emphasis at Arriva Trains Wales itself. The polystyrene viaduct was gradually built up as the day unfolded, to spell out the new strategy with a train running

Operations and Safety Director Claire Mann in front of the viaduct symbolising the pillars of the new Arriva Trains Wales strategy.

along the top towards a destination board marked “ambition”. Short film clips were played on the screen behind the stage, one of them showing an expert talking about computer giant Apple and

how the company had reversed the concept of the Golden Circle of priorities for business. Instead of having zones within the circle marked Why, How, What running from outside to the centre, the success came from

having Why as the core meaning with How and What towards the outside. In the same way the Arriva Trains Wales vision puts Why at the centre by having “Connecting people and communities to what is important to them” as its purpose. The afternoon session centred around a discussion of the business-wide opportunities and challenges in taking the new strategy forward. To help the managers spread the word they were issued with a values pledge leaflet, an Our Journey booklet and details of a network of champions. The upbeat tempo of the Conference reached its high point when the tables were asked to create “success” headlines for imaginary newspapers about Arriva Trains Wales. One came up with “Viva Arriva,” and with the conference being urged to “share the love” of the new Ambition, the proceedings were deemed to have been an undoubted – and very positive – success.

Customer Services Director Lynne Milligan talks to the audience.

Great fun in the Scrabble challenge.

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Shrewsbury Driver Manager Mick Dennis shows off the viaduct pin badge which reflect an individual's commitment to living the new company values.

Managing Director Ian Bullock addresses the delegates. Liz Mihell, Head of Selling for John Lewis at Home, talked about the importance of customer service as a business priority.

Conference master of ceremonies, Head of Marketing Paul Tapley, in front of the giant video screen.

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CHALLENGES AND FUN PAINT AN

Operations and Safety Director Claire Mann in front of the viaduct symbolising the pillars of the new Arriva Trains Wales strategy.

along the top towards a destination board marked “ambition”. Short film clips were played on the screen behind the stage, one of them showing an expert talking about computer giant Apple and

Customer Services Director Lynne Milligan talks to the audience.

Great fun in the Scrabble challenge.

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Management conference special feature

Niki Roberts: “Model of viaduct helps you connect with the ambition and values.”

Shelley Hall:“Putting people at the centre of ambition.”

snap survey at the Chester Conference tapped into the upbeat atmosphere created by the unveiling of the company’s new strategy, values and ambitions. Niki Roberts, Customer Service Trainer based in Chester, said: “I am enjoying the conference and I like the set-up of the room with the boards and visuals. “The model of the viaduct helps you connect with the ambition and values. The interactive sessions with the Scrabble words are enjoyable.” Steve Haselden, Production Improvements Manager in Fleet, said:“It’s brilliant and the idea of the viaduct with the five pillars is good. I will take these messages when I go back to my job.” Shelley Hall, Station Manager

Steve Haselden:“The idea of the viaduct with five pillars is good.”

FUN FEEL HAS IMPACT ON

delegates at Shrewsbury, said:“It’s great the way the conference is putting people at the centre of the ambition. I am looking forward to going back and talking to staff, to progress their skills in the light of the business strategy.” Mick Dennis, Shrewsbury Driver Manager:“I am finding the conference very interesting.

“It’s nice to get together with all the other managers, north and south. The idea of having a viaduct with pillars to show the strategic priorities is really eye-catching.” Tim Wright, Driver Trainer at Chester, said:“It’s a great opportunity to get together to learn about the new ambition and values.”

Tim Wright:“A great opportunity.”

Strategy brings functions together as one team TO work closer together as one team with a common Purpose and Ambition the business has put in place a process whereby directors will be accountable for functions other than their own. The cross-functional spread is as follows: Overall Strategy: Accountable: Ian Bullock

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Strategy Communications: Accountable: Matt Prosser, Responsible: Claire Mann Revenue: Accountable: Lynne Milligan, Responsible: Rob Phillips Customer Experience: Accountable: Mike Tapscott, Responsible: Lynne Milligan

Operational Excellence: Accountable: Rob Phillips, Responsible: Matt Prosser Employee Experience: Accountable: Claire Mann, Responsible: Gareth Thomas Trusted Partner: Accountable: Gareth Thomas, Responsible: Mike Tapscott

Online tool helps test for healthy living EMPLOYEES are being offered the chance to assess the state of their own health and create a personal health programme by using an online Health Risk Assessment tool. The service is being made available under the Health and Wellbeing strategy encouraging staff to lead healthier lifestyles. The free service allows people to access customised diet and exercise plans, giving them personalised updates to monitor their health improvement plan. For more information about the service and for login/password details please contact healthy.living@arrivatw.co.uk and they will be sent to you. The service, enabled by Employee Assistance Programme provider Heath Assured, is available to all employees. Individuals’ details will not be shared with Arriva Trains Wales.

Chilled-out messroom is

a comfy rest zone T

HE new messroom for traincrew at the south side of Cardiff Central station is being warmly welcomed. The project to create the new premises, part of the Cardiff Area Signalling Renewal, has also resulted in improvements to nearby Platform 8. The messroom facility includes comfortable seating, a large TV and a separate kitchen space. Treherbert Conductor Colleen Thomas said: “Everyone really likes the new accommodation. It’s clean and spacious with good facilities. “Previously in other locations we have been a bit cramped but that’s not the case now. The separate kitchen is good because it means you can eat away from the main seating area.” Chris Smith, Cardiff Driver, said:“It’s definitely a massive improvement with more natural light and

good clean facilities. “You feel away from it all, a big contrast to the previous location on Platform 6/7 when you could hear the trains.” Chris Hanman, Cardiff Valleys Driver, said:“It’s good that in the new accommodation we have people from different functions mixing together.” Chris Phillips, Treherbert Conductor, said:“The messroom is a lot more comfortable than before with better facilities – previously we had to use plastic cups. “Both the chill-out area with TV and the tea and coffee making equipment are a big improvement.”

Team visits bad weather preparations COLLEAGUES from Arriva Trains Wales visited the Machynlleth area to get a lineside view of measures taken by Network Rail to make rail travel safer during the bad weather season. Claire Mann, Operations and Safety Director and Gregg Evans, Head of Performance, met Paul Jenkins, Area Director for Network Rail and Mike Thomas, Route Performance Manager, Network Rail.They viewed drainage and vegetation management around Talerddig Bank, one of the steepest gradients in the country.

Treherbert Conductor Colleen Thomas in the new mess room at Cardiff Central.

Festive carol concert backs Ty Hafan children’s hospice A Carols at the Castle event held at Cardiff Castle by children’s hospice Ty Hafan was sponsored by Arriva Trains Wales. People attending were promised a “carol concert with a difference”. A Dickensian Christmas Market offered a series of festive treats and a firework display lit up the skies as a

highlight of the evening. Among those attending was Operations Assurance Manager Ian Reiffer whose 16-year-old son Lewis has a life-limiting condition. Lewis, who was diagnosed with a severe form of epilepsy when just a few months old, is a

regular at the hospice. Dad Ian praised Arriva Trains Wales’ ongoing community partnership with Ty Hafan which began after he started organising bike rides for colleagues to raise money for the hospice. ASPECT Winter 2015/16

Projects are underway to help deliver Ambition By Customer Services Director

Lynne Milligan I am delighted to be the responsible director for delivering an excellent customer experience. This strategic pillar has a number of projects and workstreams that will help us deliver our Ambition. Some of the key pieces of work that are underway include: ● The introduction of a replacement to the Avantix machine, used on-board and at gatelines to issue tickets. The replacement machine – Star Mobile – is significantly lighter and able to retail a wider range of tickets and is effectively a portable version of what is used in ticket offices. ● Improvements to the Lost Property process that give every caller a response and to our Passenger Assist service. ● The introduction of mystery shopping at stations that gives us information on what we’re doing well and where we need to make improvements. ● A number of workstreams on improving our operational performance, which is our biggest driver of customer satisfaction. They include a “right time”action plan, a plan to reduce delays at unstaffed stations and a disruption management action plan. ● A number of station property enhancement projects. Next year, we will progress our “busy trains” workstream and improve the passenger information displayed on our Class 158 fleet. Everyone we are working with is incredibly enthusiastic about delivering these improvements and I am confident they will make a difference in helping us all become passionate and proud as we deliver an excellent service every time.

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REAL-LIFE CASE STUDIES

give a ‘Helping Hand’ P

ARTNERSHIP work in making a film aimed at helping customers with special needs travel by train has been recognised with an award. Machynlleth-based Phil Caldwell, Arriva Trains Wales’ Schools Liaison Officer for the Cambrian line

worked with Rhydian Mason, Rail Development Officer for the Cambrian Railways Partnership, students from Coleg Ceredigion in Aberystwyth and Derwen College, Oswestry, to make the movie, called “Helping Hand”. The Partnership, of which Arriva Trains Wales is a member, received the

Front row: Maggie Neville, tutor at Coleg Ceredigion, student, Arriva Trains Wales Customer Service Advisor Phil Caldwell and a student. Back row: Rail Development Officer Rhydian Mason,Voice Programme Co-ordinator at Derwen College Sarah Laslow and Councillor Trevor Roberts, of the Cambrian Implementation Group.

Passengers Matter prize at the Association for Community Rail Partnerships (ACoRP) national awards. The film, in which the students starred, brings all the information that might be required by those with learning difficulties and/or mobility issues together in one place. It uses real-life case studies and features students from two local colleges planning and making their journeys while making use of all the assistance available to them on the UK rail network. Phil said:“It’s been an absolute privilege to work with the students at both colleges on this project and I’m delighted for all involved that we’ve achieved this national accolade. I’m confident that this film will enable thousands of young people, like the stars of our film, to choose to travel by rail knowing how to plan and carry out a journey with confidence and a little ‘Helping Hand’ from Train Operating Companies.”

Intrepid ATW cyclists take on Velothon Challenge MORE than 20 Arriva Trains Wales cycling enthusiasts entered the gruelling 120km Velothon Wales cycle race, which was held in Cardiff for the first time and was co-sponsored by the company.

Pictured, left to right, are Matthew John, Technical Engineer at Canton, Ian Stark, Cardiff Valley Lines Driver, Rob Phillips, Finance Director and Simon Groves, Conductor Performance Manager (South).

Caring and ambitious... hill walker Alun Davies at the Chester Management Conference, and inset below, the summit of Pen-y-Fan.

Caring hill walker

scoops top award A

LUN Davies led a second successful ascent of Pen y Fan, the highest peak in South Wales. He has also reached a personal summit of his own – by winning the DB Award for Social Commitment and Engagement to recognise his voluntary activities which include running a drug-free community gym in the Rhondda Valley. Former World Champion Natural Bodybuilder Alun flew

to Berlin to collect a prize of 3,000 Euro to be donated to a charity of his choice. The Safety Culture Improvement Champion organised the Pen-y-Fan climb in his role as one of the champions for Arriva Trains Wales’ Sports Teams Club initiative. Alun believes walking is a valuable way of keeping fit and he is planning to extend his excursions to North Wales in the

Gym boost for healthy living A healthy living campaign is underway at Llandudno Junction led by Driver Manager Barry Davies. During the autumn the depot recorded a zero sickness rate and 12 staff took part in the ATW-sponsored running festival in Llandudno. Now discounts have been secured at local gyms for Arriva Trains Wales people and plans are underway to enter a Tough Mudder competition. Barry, who has taken up skiing and uses the dry ski slope in Llandudno, said:“Outdoor activities lead to people being refreshed and feeling good. “We have a team ethic at Llandudno Junction and exercise is helping lift morale and confidence.”

spring. A total of 26 people joined the Pen Y Fan walk in the Brecon Beacons, with Alun and Sports Champion Rob Phillips staging a friendly arm wrestle to celebrate reaching the summit. Employees and their families who had completed the ascent picnicked on top of the mountain. Alun said:“The excursion was a great way of getting everyone together from different functions. “Walking has a beneficial effect on people’s health and wellbeing and the social side is great as well.” Teetotal Alun, who runs the Natural Physique gym in Porth and who has won the UK and Europe natural bodybuilding championships as well as the World title, trains on an ultra-healthy protein-rich diet of turkey, egg whites and vegetables. A donation has been made to the Ty Hafan children’s hospice service on behalf of the Pen Y Fan walkers by Finance Director Rob Phillips.

Rail chaplain Ron retires RAILWAY chaplain Ron Keen (68) is retiring after 13 years with Railway Mission, the charity that provides face to face support to staff. Over the years he has been a comfort to many as he has chatted with rail staff about health, work and family situations, along with spiritual matters. Ron said:“I have many people to thank within Arriva Trains Wales. Being welcomed to trains, platforms, station offices and the headquarters has been a real blessing.” Ron’s successor is Simon Evans (42), who has already started work across Wales and the Marches. ASPECT Autumn 2015/16

WOOD YOU BELIEVE IT? Operations Manager Malcolm Phillips has only gone and set up a bowls team with support from the Sports Team Club initiative.

Bowls team find sport is a great way of keeping fit BOWLERS have set up a team marking the latest success of the Arriva Trains Wales Sports Team Club initiative. Experienced bowler Malcolm Phillips realised the company is backing new teams as part of its Health and Wellbeing

Hi-tech look behind scenes CAREER paths and opportunities at Arriva Trains Wales were highlighted at a Skills Cymru event in Cardiff. The company was a lead exhibitor at the two-day Motorpoint Arena event with a highly-informative stand. Young people aged between 14 and 19 were enthused by interactive competitions and a virtual reality tour of the inside of a train. Careers booklets publicising apprenticeships and the many jobs behind the scenes on the railway were handed out.

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drive – and seized the initiative. The Canton Depot Operations Manager approached Sports Champion Rob Phillips and got the green light. He is hoping colleagues will step forward to join the Arriva Trains Bowls team which already includes two employees who are members of local clubs. Malcolm himself has been a member

of Sully Sports and Social Club in the Vale of Glamorgan for 10 years, and he captains his own team in the lawn bowls section. “There’s a lot of skill involved in bowls, it’s a good way of meeting people,” he said. “It’s also a great way of keeping fit with all the bending and walking involved.” Anyone wishing to join the bowls club can contact Malcolm on 02920 320218.

TRAUMA SUPPORT HELPS

keep drivers in TRiM A

network for supporting people who have witnessed near-miss incidents or fatalities has been introduced at Arriva Trains Wales. The Trauma Risk Management (TRiM) procedure is now in place. TRiM practitioner Chester Driver John Snell has successfully supported a colleague using the programme which requires an assessment of the individual within the first 72 hours. The person is supported and re-assessed after 28 days. If needed, extra help is given. “Previously there was a watch and wait policy but the TRiM process gives more support to the employee and also means he

or she could be back at work a lot quicker than before,” said TriM Manager Darren Churm.“TRiM is about the welfare of the drivers, giving them confidential help to assist in their recovery.” Managers leading the scheme have been on a TRiM course run by a psychological health consultancy founded by ex-Royal Marine Professor Neil Greenberg. Ian Thompson of rail union ASLEF said:“It’s reassuring when employers take a sympathetic attitude to staff wellbeing after traumatic incidents. Hopefully, a fully-implemented TRiM is a further step to help staff recover and return to normal as quickly as possible.”

Sponsorships announced ARRIVA Trains Wales has teamed up with RUN4WALES to offer employees free spaces in top sporting events the company sponsors in 2016. Email healthy.living@arrivatw.co.uk if you’re interested in taking part in the World Half Marathon Championships (March 26), Velothon Wales (May 22) and the Cardiff Half Marathon (October, date tbc).

Young runners with the ATW mascot.

Jennifer McIntyre, left, and Maria Preece.

Big race inspires runners

to fitness drive out training and competing to get them healthier and fitter.” In second place in the list of Arriva Trains Wales runners was David Roberts, Fleet Technician at Machynlleth and third was Simon Miles, Cardiff Conductor. In the three-person Team Relay event on the day, the Arriva Trains Wales Driver Management team came fourth and a team of drivers from Carmarthen finished eighth. Other Arriva Trains Wales people took their children along the day before to take part in the Family Fun Run. Anyone interested in entering the IAAF/Cardiff University World Half Marathon Championships in Cardiff next March should email healthy.living@ arrivatw.co.uk

Photographs courtesy of Jerry Howells and Phil Blayney.

RRIVA Trains Wales employees excelled themselves at the Cardiff Half Marathon 2015. After months of training to get themselves fit they joined around 220,000 other competitors to take part in the iconic race. The runners were congratulated afterwards on their achievements and volunteers who gave up their weekend to help in the tent have been thanked. Best-achieving entrant was Cardiff Driver James Manson who completed the half marathon in an impressive 1 hour 23 minutes. James, who used to play ice hockey for Cardiff Devils and now represents Great Britain in the Age Group Triathlon team, said:“I think it was brilliant that Arriva Trains Wales sponsored the race. “It was a good incentive to get staff

Dave Lowes of Safety and his wife Samantha.

Cardiff Driver Ian Stark with his son. Left to right: the Driver Management Team which came fourth in the team relay competition – Richard Wylie, Driver Performance Manager (South), Colin Vaughan, Driver Team Manager (South), Steve Thomas, Driver Team Manager (South).

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Conductor Stewart Ekstrom-Gabb, Shunter Team Leader Phil Jones, and Driver Lee Murphy. Phil set up the rugby team to “put something back into the community”.

ASSIONATE rugby players have their very own team which has grown from the company’s Sports Teams Club initiative. Inspired by a desire to “put something back” into the community, Senior Shunter Phil Jones was backed by Sports Club champion Rob Phillips when he suggested putting together a team. He set up a tournament at Cardiff Arms Park two years ago so that railway people could compete annually for the Brunel Shield. Interest immediately mushroomed and this year’s tournament between Arriva Trains Wales and Network Rail will double in size next year. The 2016 competition will also feature Northern Rail and British Transport Police. Matches organised by Philip

COMMUNITY BENEFITS FROM

rugby lads’passion have raised thousands of pounds for Clic Sargent children’s cancer charity and Ty Hafan children’s hospice. The Arriva Trains Wales rugby team has taken on the new name of Celtic Rail Barbarians. It includes colleagues from BTP and First Great Western but players still wear shirts with the ATW logo.“Creating the team was a great way of putting something really positive back into the community,” said Phil, who plays in the second row and

was nominated for a charity award at the recent RailStaff Awards.“Sponsors have come on board and interest is growing all the time.” ■ A new era of sports participation within the company has been kicked off with the launch of the Sports Teams Club. An appeal has gone out for more sports teams including those in North Wales to get in touch – organisers should email tina.rees@arrivatw.co.uk.

Mark scoops bowls title MACHYNLLETH Driver Mark Gaskell and a colleague from the fire service won a high-profile lawn bowls pairs tournament in Northern Ireland. Former retained fire fighter Mark took part in the competition at the Home Nations tournament as a member of the Fire Service team.

Dynamic duo take on Ironman challenge TWO committed employees tested themselves to the limit in the Ironman Wales challenge in Pembrokeshire. Operations Assurance Manager Neil Driscoll entered to raise money for pancreatic cancer charities following the death of his mother Pat to the disease. Neil, formerly a Driver and Safety Culture Improvement Champion, raised £1,500 and registered a time of 13 hours 47 minutes in the gruelling event which takes in a swim, a 112-mile cycle and a marathon.

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Also successfully completing the triathlon was Dave Perrett, Procurement Manager, who crossed the Ironman finishing line in his third year of trying. His two previous bids were halted by injury. This time round he sustained a pulled muscle during the run but still battled through. Dave’s time was 15 hours 22 minutes, boosted by a targeted training regime, and now he is planning to enter another Ironman in Holland next year.

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.