Aspect Winter 2016

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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru

WINTER 2016

It’s good to go the EXTRA MILE

PAGE TEN

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A time to reflect on past year and look forward to challenges ahead

Conductor Nathan Jones braved the infamous black chair for a second time.

By Managing Director IAN BULLOCK

THE end of the year is a good time to both look back over the last 12 months and to look at what is ahead in 2017.

As Bobby Kennedy once said,“We live in interesting times”.

This is not an exhaustive list but during the last year we have: ● Seen industrial action, settled pay until the end of the franchise. ● Achieved the highest level of EFQM possible. ● Delivered safety culture training to more than 2,000 colleagues. ● Seen revenue and performance decline. ● Recognised a record number of colleagues for outstanding efforts. ● Seen the lack of capacity become our Number One customer issue. ● Started to fit WiFi to our trains. ● Seen the Welsh Government commence the process for the next franchise.

So here are a few of the things we can expect in 2017: ● Introduction of the new ticket machines (STAR Mobile).

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● A bigger drive for revenue protection as we share best practice across our Group. ● Launch of the bus/rail integration project at Rhyl. ● The UEFA men and women’s Champions League finals coming to Cardiff in June which will be the world’s largest sporting event for the year.

Perhaps the biggest news for us will be the expected announcement of the winner of the franchise process by the end of next year.

These are just a few of the challenges that we know about and there will also be many problems and opportunities that we can’t foresee.

However, I’m confident we will rise to the occasion due to the focus of our strategy and because we have a great team at Arriva Trains Wales.

I would like to close by thanking you all for your efforts in 2016 and wishing you and your families a Happy Christmas and excellent New Year. Best wishes to you all.

Mastermind 2:

a better score

G

REAT Knowledge! Nathan Jones has impressed with his brain power for the second time on a nationwide TV quiz show.

The Carmarthen Conductor braved the infamous black chair on BBC’s Mastermind to test whether his previous performance was a fluke.

He had appeared on the programme during the 2009-10 series and on that occasion was successful in reaching the semi-finals.

On his second attempt Nathan came in second place in his heat with a commendable score of 22, answering questions on the Russian Civil War. “I believed that the more obscure my field of interest, the more likely it was

that I would be successful,” he said.

“After being accepted for the programme I only had slightly longer than a month to revise.

“I drew maps of troop movements, wrote notes in different colours to represent various armies and asked friends, relatives and colleagues to quiz me at every opportune moment.”

On the night, facing the questions from quizmaster John Humphrys, Nathan performed admirably although he was just pipped at the post.

“I’m happy enough with the fact that I scored more than I did seven years ago,” he said afterwards.“I’m still a little disappointed although I enjoyed it immensely.”

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Apprentices Dale Williams, left, and Jordan Reed at work in Canton depot.

T

WO 22-year-olds have become the first to complete their Framework Apprenticeships under a Fleet initiative to “plan for the future”.

Dale Williams and Jordan Reed were the first to be enrolled three years ago on Arriva Trains Wales’ inaugural Fleet Maintenance Apprenticeship scheme.

They have completed an NVQ in Traction and Rolling Stock and gained a National Certificate in Electrical and Electronic Engineering.

Their on-the-job training took in maintenance, fault finding and repairs and they carried out theory-based work at Coleg y Cymoedd in Cardiff.

Dale said:“The apprenticeship

On-the-job training

is a real winner

was the best thing I could have done to further my career. It is extremely flexible and the work and academic learning blend really suits me as a person.

“Working with Arriva has given me the chance to travel around as well – I’ve actually seen a bit of the world as part of this job.”

Jordan said:“I was studying on a Level 3 mechanical course at college when my tutor told me about the Arriva apprenticeships

that were being introduced. I decided to apply for it and was really chuffed when I was accepted.

“I could tell from day one that Arriva is the kind of company where people who are willing to put in the effort to climb the career ladder will get every opportunity and I am looking forward to making progress.”

Dean Fry, Fleet Skills and Competence Manager at Arriva

Trains Wales, said:“We introduced the Apprenticeship scheme as a means of succession planning and ensuring our engineers of the future are trained in the way we require.

“Congratulations to Dale and Jordan who will now go on to complete an HNC course in their fourth year before qualifying as CI (Craft Interchangeable) Maintenance Engineers.”

Project aims to reduce defects and boost reliability A company-wide engineering initiative is being rolled out to minimise the number of defects on trains.

Project Zero has been launched with the aim of boosting quality and reliability to ensure more services are available for customers.

Technical, production and planning teams worked up ideas on how to reduce defects across the board. It is now being introduced in phases with

team managers attending training days to fully brief them on implementing the project.

Head of Engineering Ryan Williams said:“Project Zero is about reducing defects across the boards in order to boost reliability.

“As a company we did have a dip in performance and had too many trains off track in workshops. So we asked teams from all areas of engineering to

investigate ways of improving this.

“As part of the project we are also looking at ways of reducing inspection time of engines while boosting the quality of those inspections.

“So far we have had a very positive response. During the last four periods we have seen a reduction in defects and we are confident this reduction will improve now the project is fully rolled out.”

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By Customer Services Director LYNNE MILLIGAN

There are many good things to reflect on during the past year THE last couple of months have been pretty challenging for us and our customers so it’s good to then reflect back on the good things that have been achieved over the year.

Firstly, I’d like to congratulate the many Stations teams that have achieved 100 per cent in their Mystery Shopping audits. We’ve been running the programme for a year now and have seen the scores consistently improve over the year.

The top scoring station is Holyhead – very well done! And I look forward to seeing who is the top scorer in 2017.

By the end of the year we will have fully deployed STAR Mobile across the whole Arriva Trains group. This has been a very challenging project in so many ways and I salute Treherbert Depot – the Group’s very patient pilot site – Ian Hughes, our Project Manager and the many people who have supported the project along the way. We will have a continuing journey with STAR Mobile as new features come on line next year.

I’d like to say a very big thank you and well done to the Customer Relations team who were tasked with developing and implementing the full requirements of the Consumer Rights Act after the rail industry had been advised there would be partial implementation in 2016 with full implementation a year later.

With a new Transport Minister who wanted it done straight away, the team had only a few weeks to achieve full compliance which they were able to do… just in time.

Whilst these examples represent some of our achievements, I’d like to say a very big thank you to all of you who support our customers’ journeys everyday – you truly are passionate and proud!

I am pleased to note that the British Transport Police are running their very successful Operation Genesis from December 9 to 24 at Bangor, Cardiff, Newport, Pontypridd, Shrewsbury and Swansea. This police op aims to reduce antisocial behaviour in the run up to Christmas, particularly with the increased footfall from shoppers and people enjoying the night life on offer.

I wish you all a peaceful yet fun Christmas and look forward to another dynamic year for 2017.

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Conductor Jo Collison took prompt action when a passenger suffered an epileptic fit onboard her train.

Two conductors come to rescue T

WO Machynlleth conductors have been praised for going above and beyond the course of duty in separate incidents involving passenger emergencies.

Elwyn Jones was alerted that a woman was about to give birth on the train by her mother.

The train was en route between Machynlleth and Pwllheli when she informed him that the young lady was going to go into labour “now rather than later”.

Elwyn alerted driver to stop at the next station and while they waited for the emergency services to arrive he took advice from ambulance control to make the woman comfortable.

“She was in a panic more than anything else,” he said.“In the event the paramedics arrived before she had given birth.”

Conductor Jo Collison went into action when a man on board suffered an epileptic fit.

“A passenger came up to me and said a young man was was in a coma,” said Jo.“Luckily we had just passed an ambulance at a crossing and when we arrived at Caersws we called the emergency services.

“In the meantime I made enquiries as to whether there was a doctor on board.”

Jo informed other passengers that the train would be stopped until the paramedics arrived, and the young man was taken to hospital.

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Arriva Group’s preferred bidder status is confirmed for Wales and Borders franchise THE current Wales and Borders franchise agreement managed jointly by the Department for Transport and the Welsh Government (WG) is set to run out in October 2018.

A 7-Period extension option for the Government in the current contract is unlikely to be taken up. The re-franchising period has already started with the WG acting as the proxy franchise authority on behalf of the Department for Transport until, according to

expectations, it takes over the sole running of the franchise early next year.

Arriva Group has been named as one of the four pre-qualified preferred bidders who are set to move forward to the competitive dialogue stage where the WG asks each bidder for their best ideas for the future so that these can be incorporated into the final franchise specification. The final document, called the Invitation To Tender (ITT), is set to be

issued in early summer 2017.

Final bids are expected in September 2017 with announcement by Christmas 2017 of the operator for what is expected to be a 15-year franchise with various review points along the way.

“We are pleased that Arriva has been named as one of the four pre-qualified preferred bidders,” said Managing Director Ian Bullock.

“Unfortunately, because we are separate from the Arriva

bid we are not aware of what is being discussed by them or other bidders. Chinese Walls have been set up between Arriva Trains Wales and all bidders including Arriva to ensure a level playing field.

“Nor will we be aware of what ideas will go into the ITT as the specification for the future. So while there is a lot of speculation at the moment about what the future franchise will contain, it is just speculation.”

High DAS sign up results in

major fuel savings

Cardiff-based Driver Mark Trigg operates the Driver Advisory System in his cab.

A

RRIVA Trains Wales has recorded an outstandingly high sign-up rate to the Driver Advisory System (DAS).

Around 85 per cent of drivers are regularly using the scheme which ensures substantial fuel savings as well as improved safety.

Since the launch in September 2015 more than 600,000 litres of fuel have been saved.

The saving equates to more than 1,000 tonnes of CO2 that would otherwise have been unnecessarily pumped into the environment.

“It’s quite some achievement and drivers should be proud that they are contributing

to energy saving in this way,” said Driver Performance Manager Gareth Morgan.

“We are now making efforts to reach the very significant 1 million litres mark.”

DAS provides efficient speed advice relevant to the timetable, offering a smoother journey and potentially reduced engine wear as well as fuel economies.

It tells drivers precisely where they are on the network, advises the stopping pattern of the train and the approach of stations, and provides comprehensive back office timing data.

Arriva Trains Wales has received

recognition from Deutsche Bahn (DB) for its work on the project and has been nominated for a National Transport Award for sustainability.

The DAS scheme has also received a “highly commended” accolade from the Chartered Institute of Logistics and Transport.

An article in the Western Mail has highlighted the scheme. Drivers receive a financial incentive if they meet qualifying criteria over a defined annual period.

To provide feedback or ask questions contact DAS@arrivatw.co.uk ASPECT Winter 2016

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Engagement is crucial to delivering business ambition EMPLOYEE experience is a key part of delivering our strategy. But what does it actually mean?

Is it making sure everyone gets what they want all of the time and therefore comes to work happy? Is it about putting our people’s needs above the needs of our customers and wider business?

Or is it making sure all of our people truly understand our business and the culture we want to create and their role in it to deliver an exceptional railway experience for the communities we serve?

Of course it’s the latter – engaged employees are happier at work and this will inevitably have a good impact on service.

In order to help deliver this we have committed to “engage and equip” our people to deliver our ambition: passionate and proud people delivering excellent service, every time.

Engagement is really important. This means building effective and meaningful relationships between policy makers and operators so that decisions we make are clear, understood and hopefully bought into. To support this, a number of things have been launched or refined:

Leadership Roadshows These are events which bring senior managers and directors in the business into the operation to have honest, informal conversations with our people throughout the network. This is vital to ensure that our leadership group remain closely in touch with the reality of operational life and that our frontline colleagues can have direct access to ask any questions or put forward any suggestions

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By Human Resources Director GARETH THOMAS they may have. It’s a great way of challenging the rumour mill!

Walk in My Shoes (WIMS) This is an excellent opportunity for members of staff to actually perform frontline jobs alongside operational colleagues.

Its intention is to foster a true understanding of what working life is like in our key operational roles so that this knowledge can be taken back and used to inform any decisions that need to made. More than 30 managerial colleagues have completed a WIMS over the past two months and we will be encouraging more people to do so.

Spotlight Awards We value the lengths our people go to deliver for our customers and this scheme is a small way of saying “thank you” to those who go that extra mile.

It’s important that the correct behaviours and attitudes are reinforced and recognised.

So, please keep an eye out for these events or get in touch with us via the talktous@arrivatw.co.uk email address if you have any suggestions about how and where these initiatives can be used most effectively.

Strong relationships are critical to our collective success.

Cat 4 Technician Gary Cousins uses his tablet to access the Nexala system at Canton depot.

Nexala system goes paperless N

EXALA, the computerised system of working in the engineering department, is now becoming completely paperless.

Maintenance staff are using their tablets to access details of the work they need to carry out on units for A and B exams.

Previously they were referring to cards carrying the relevant information which had been printed off from Nexala. By using tablets engineers will find the highly accurate workstream programmes easier to access.

“Nexala is an asset management system which provides an extremely efficient way of allocating the tasks that need be performed in the exams,” said Richard Pierce, Engineering Projects Manager.

“For maintenance staff carrying out tasks such as

measuring the air system build-up the information can be checked and inputted straight on to a tablet instead of having to refer to a form.

“The Nexala system highlights things that need to be evaluated and validates information, reducing the possibility of error.”

Nexala, which links into technical instructions, also ensures that a job cannot be closed down until all the tasks have been completed.

It acts as a materials planning tool and can be used as a materials management system.

Machynlleth Traincare Facility is set to run trials on using Nexala for implementing defects reporting, with its planning system able to allocate work on defects as soon as they are flagged up by Maintenance Control.

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Management Conferences Focus ONE year on from the launch of Arriva Trains Wales’ new business strategy, three special Management Conferences were held (two in Cardiff and one in Chester) to share pride in what has been achieved and look forward to the future.

With Head of Marketing Paul Tapley as host, the Conferences featured a mix of speeches from the stage, audio-visual material and team

assignments encouraging participation from the delegates.

Managing Director Ian Bullock opened proceedings, looking back over the past year with its successes challenges and also forward to ways in which Arriva Trains Wales’ Ambition and Purpose could be further validated.

A series of talks by Directors and the Leadership Team pointed up the great work that is already being delivered in

projects around the Five Pillars, while emphasising the need for progress in key areas.

More light-hearted proceedings included a thought-provoking scenario from trained actors and the compilation of a giant jigsaw of people’s Personal Development Review pledges.

In this special four-page supplement Aspect reports on the Chester Management Conference.

Five Pillars soundbites

Conductor Performance Manager Kelly Yeo introduces a film highlighting Spotlight Award winners.

Focus on employees

living the values A

RRIVA Trains Wales’ Spotlight Awards were highlighted at the Management Conferences as a prime example of Employee Engagement.

The Awards give managers and colleagues the chance to nominate people who are “living the values” by going above and beyond the course of duty to achieve excellent outcomes.

Delegates watched a film on the theme of “Living Our Ambition,” showcasing some of the winners and celebrating their achievements.

Interviews with the award recipients showed how their actions had illustrated the new Values and Behaviours under the Five Pillars.

Among those interviewed was Martyn Griffith, Holyhead Conductor, who has delivered excellent customer service by providing on-train PA announcements in Welsh as well as English over the tannoy system.

Though not yet a fluent Welsh speaker Martyn is learning fast and strives to put his Welsh to good use, adding his own personal touch to the role.

Also featured in the film was James Cameron, Customer Service Advisor at Chester, who gave back-up to the British Transport Police as they tracked a passenger’s lost bag containing a £3,000 engagement ring.

James Cooper, Project Interface Manager, was recognised in the video for the way he worked long hours to develop a model which has identified thousands of pounds of missed compensation from Network Rail.

Another film “star” was Shrewsbury Conductor Jon Sadler – known as “Super Sadler” for the way he goes the extra mile – who helped a customer with a journey plan to reach his wife as she gave birth.

■ Chris Williams, Head of Revenue, told the Conferences that if every employee sold one more return ticket, an extra £6,000 revenue would be generated per day. Chris said that a number of initiatives were ongoing to boost passenger revenue growth such as promoting ease of ticket purchase and giving discounts on offers such as Club 55.

■ Martyn Brennan, Head of Operations, highlighted the importance of reducing accidents at the Platform/Train interface and working with stakeholders to reduce safety risks.

Martyn told delegates that increased one-to-one engagement between staff and line managers was vital.

■ Owen Clutterbuck, Financial Controller, highlighted revenue and cost challenges which included a £3 million shortfall for the end of year.

COVER PICTURE: Martyn Griffith and Jon Sadler are featured on the front cover of this issue of Aspect.

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Management Conferences Focus

Peter Northcott, Head of Revenue Protection and Security, left, in discussion with Kenny MacKenzie, Driver Team Manager at Machynlleth, in front of the Revenue stall.

Gareth Morgan, Driver Team Manager based at Cardiff, discusses the Driver Advisory System with Financial Controller Owen Clutterbuck in front of the Operational Excellence stall.

Tina Rees, Employee Relations Advisor, discusses the Evolve initiative with Adrian Jones, Conductor Manager at Chester, in front of the Employee Experience stall.

‘Pillar Review’shows New Strategy is

starting to deliver progress A

The giant jigsaw pieces which featured delegates’ Personal Development Reviews.

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variation on a famous Monty Python sketch got the proceedings off to a lively start at the Chester Management Conference.

Instead of What Have The Romans Ever Done For Us? a “disgruntled Arriva employee” asked What Has The New Strategy Ever Done For Us? as he sat at the front of the audience.

The “sceptical colleague” was being played by an actor, accompanied by other members of a professional acting group who were dotted through the audience, taking the part of distinctly more positive employees. Gradually, as the impersonators began to shout out things like “WiFi”, “DAS”, and “enhanced timetable” it became apparent that the new business strategy built around the Five Pillars has actually accomplished a considerable amount.

So the upbeat tone was set for the Conference which reviewed the successes and challenges since the launch while also looking forward to making the Ambition and Purpose part of people’s everyday life.

Managing Director Ian Bullock delivered a “Pillar Review” highlighting achievements during 2016 which he described as “quite a tough, difficult 12 months”.

He explained that revenue had weakened due to a number of factors and singled out the customer experience and safety as

Holding posters which show Arriva Train Wales’ strategic priorities are, left to right, Managing Director Ian Bullock, Human Resources Director Gareth Thomas, Customer Services Director Lynne Milligan, Engineering Director Simon Hughes and Finance and Commercial Director Sam Hawkins. vital areas of focus. Ian praised numerous initiatives where Arriva Trains Wales was making significant strides forward such as the Safety Culture Programme delivering safety training to employees, EFQM quality award success, Sports Clubs and the Driver Advisory System.

Human Resources Director Gareth Thomas recapped on the new strategy – “one year old today!” – and presented an audio visual show of achievements.

Pillar “market stalls” arranged around the sides of the conference room – and complementing a large model of a viaduct – showcased

transformational projects under the five keynote areas of Customer Experience, Trusted Partner, Operational Excellence, Revenue and Employee Experience.

Barry Lloyd, Head of Customer Experience, and Bethan Jelfs, Head of Stations, made presentations to some of the Management Recognition Awards winners.

Barry Lloyd described the Mystery Shopper initiative which was giving an independent view of what the customer thinks about Arriva Trains Wales services.

Martyn Brennan, Head of Operations, and Chris Didio, Head of Safety, both discussed safety issues, Gregg Evans, Head of

Performance, emphasised the importance of reducing delay minutes and Katrina Tzannis, Internal Communications Manager, gave an overview of Employee Engagement initiatives.

Chris Williams, Head of Revenue, highlighted initiatives for mitigating a fall in passenger revenue growth such as enabling people to more readily buy tickets.

Delegates on the tables were given the task of coming up with ideas for enhancing the existing strategic pillar projects.

In addition, at the close of the session, they were asked to write a Personal Development Review pledge showing how they could

make the Ambition (“proud, passionate people delivering excellent service – every time”) and Purpose (“connecting people and communities to what is important to them”) part of their everyday lives.

They wrote their PDR achievement pledges on to jigsaw pieces featuring polaroid photos of themselves and then assembled all the pieces into a giant mosaic on the floor.

It was a vivid final flourish – and just as colourful as the Arriva aquamarine cup cakes which went on offer embellished with the slogan “ATW Ambition Strategy: Proud First Year of Achievement”.

Initiatives to improve two-way dialogue EMPLOYEE Engagement was a central theme at the Management Conferences.

Feedback from colleagues has indicated that they want management to connect with them more efficiently – so a series of initiatives to improve two-way communication have been put in place.

Katrina Tzannis, Internal Communications Manager, told delegates:“The best organisations to work for take pride in keeping their employees happy and engaged. We have put together an Employee Engagement Programme which aims to improve people’s experience at work.”

She outlined a number of initiatives including enabling employees to spend more quality time with their managers and giving them better recognition.

The Walk In My Shoes programme has been re-launched, Employee Roadshows are being held across the network and Spotlight Awards are recognising excellence.

The mobile app Schoop has been launched along with the email newsletter Pillar Talk to keep employees better informed about company news and developments.

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Management Conferences Focus

Peter Northcott, Head of Revenue Protection and Security, left, in discussion with Kenny MacKenzie, Driver Team Manager at Machynlleth, in front of the Revenue stall.

Gareth Morgan, Driver Team Manager based at Cardiff, discusses the Driver Advisory System with Financial Controller Owen Clutterbuck in front of the Operational Excellence stall.

Tina Rees, Employee Relations Advisor, discusses the Evolve initiative with Adrian Jones, Conductor Manager at Chester, in front of the Employee Experience stall.

‘Pillar Review’shows New Strategy is

starting to deliver progress A

The giant jigsaw pieces which featured delegates’ Personal Development Reviews.

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variation on a famous Monty Python sketch got the proceedings off to a lively start at the Chester Management Conference.

Instead of What Have The Romans Ever Done For Us? a “disgruntled Arriva employee” asked What Has The New Strategy Ever Done For Us? as he sat at the front of the audience.

The “sceptical colleague” was being played by an actor, accompanied by other members of a professional acting group who were dotted through the audience, taking the part of distinctly more positive employees. Gradually, as the impersonators began to shout out things like “WiFi”, “DAS”, and “enhanced timetable” it became apparent that the new business strategy built around the Five Pillars has actually accomplished a considerable amount.

So the upbeat tone was set for the Conference which reviewed the successes and challenges since the launch while also looking forward to making the Ambition and Purpose part of people’s everyday life.

Managing Director Ian Bullock delivered a “Pillar Review” highlighting achievements during 2016 which he described as “quite a tough, difficult 12 months”.

He explained that revenue had weakened due to a number of factors and singled out the customer experience and safety as

Holding posters which show Arriva Train Wales’ strategic priorities are, left to right, Managing Director Ian Bullock, Human Resources Director Gareth Thomas, Customer Services Director Lynne Milligan, Engineering Director Simon Hughes and Finance and Commercial Director Sam Hawkins. vital areas of focus. Ian praised numerous initiatives where Arriva Trains Wales was making significant strides forward such as the Safety Culture Programme delivering safety training to employees, EFQM quality award success, Sports Clubs and the Driver Advisory System.

Human Resources Director Gareth Thomas recapped on the new strategy – “one year old today!” – and presented an audio visual show of achievements.

Pillar “market stalls” arranged around the sides of the conference room – and complementing a large model of a viaduct – showcased

transformational projects under the five keynote areas of Customer Experience, Trusted Partner, Operational Excellence, Revenue and Employee Experience.

Barry Lloyd, Head of Customer Experience, and Bethan Jelfs, Head of Stations, made presentations to some of the Management Recognition Awards winners.

Barry Lloyd described the Mystery Shopper initiative which was giving an independent view of what the customer thinks about Arriva Trains Wales services.

Martyn Brennan, Head of Operations, and Chris Didio, Head of Safety, both discussed safety issues, Gregg Evans, Head of

Performance, emphasised the importance of reducing delay minutes and Katrina Tzannis, Internal Communications Manager, gave an overview of Employee Engagement initiatives.

Chris Williams, Head of Revenue, highlighted initiatives for mitigating a fall in passenger revenue growth such as enabling people to more readily buy tickets.

Delegates on the tables were given the task of coming up with ideas for enhancing the existing strategic pillar projects.

In addition, at the close of the session, they were asked to write a Personal Development Review pledge showing how they could

make the Ambition (“proud, passionate people delivering excellent service – every time”) and Purpose (“connecting people and communities to what is important to them”) part of their everyday lives.

They wrote their PDR achievement pledges on to jigsaw pieces featuring polaroid photos of themselves and then assembled all the pieces into a giant mosaic on the floor.

It was a vivid final flourish – and just as colourful as the Arriva aquamarine cup cakes which went on offer embellished with the slogan “ATW Ambition Strategy: Proud First Year of Achievement”.

Initiatives to improve two-way dialogue EMPLOYEE Engagement was a central theme at the Management Conferences.

Feedback from colleagues has indicated that they want management to connect with them more efficiently – so a series of initiatives to improve two-way communication have been put in place.

Katrina Tzannis, Internal Communications Manager, told delegates:“The best organisations to work for take pride in keeping their employees happy and engaged. We have put together an Employee Engagement Programme which aims to improve people’s experience at work.”

She outlined a number of initiatives including enabling employees to spend more quality time with their managers and giving them better recognition.

The Walk In My Shoes programme has been re-launched, Employee Roadshows are being held across the network and Spotlight Awards are recognising excellence.

The mobile app Schoop has been launched along with the email newsletter Pillar Talk to keep employees better informed about company news and developments.

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Management Conferences Focus

Awards recognise top commitment A

new annual award that recognises managers who make a real difference was launched to coincide with the three Management Conferences.

Successful nominees were judged to have demonstrated the Values and Behaviours of the new business strategy – and they were given their awards during the conferences.

The awards cover five categories to mirror the Five Pillars.

The Role Model of the Year, who inspires others by doing what is right, leads by example and is respected by their peers and team members alike.

The Energiser Award is given to those who are enthusiastic in what they do, with a positive can-do attitude.

The Champion of Commitment delivers what they promise, taking responsibility for

completing their own actions and those of their team.

The Safety Awareness Award is for those who care for people’s safety and wellbeing and are pro-active in dealing with unsafe acts and conditions.

The Guardian of the Future Award shows commitment to a better tomorrow, with the recipient championing environmental issues and using resources wisely.

Winners and runners-up of the Awards were given an “Experience Day” voucher which they could redeem against a prize of their choice.

“We want to let the Award winners have an experience in return for their commitment to the Values and for helping shape, improve and manage the experiences of their team members and colleagues,” said Barry Lloyd, Head of Customer Experience.

Focus on reducing delays is crucial HEAD of Performance Gregg Evans used his slot on the Conference agenda to emphasise the importance of focusing on delay reduction.

Each delay minute costs

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ASPECT Winter 2016

£17.70, he told delegates, and he outlined initiatives that were underway.

There is a renewed emphasis on explaining why Performance is important and there is a

focus on reducing errors such as misreading diagrams or being late on duty. A daily performance sheet is being produced and employees are being kept up to date.

Kim Hawkins, Group Station Manager North, centre, receives her Management Recognition Award as Champion of Commitment from Head of Stations Bethan Jelfs and Head of Customer Experience Barry Lloyd.

Winners and runners up ROLE MODEL OF THE YEAR: Winner – Chris Pascoe, Acting Head of Production.

Runner-Up – Frank Slater, Project Interface Manager.

THE ENERGISER: Winner – Lewis Brencher, Stakeholder Manager.

Runner-Up – Neil Clifton, Station Support Manager (Shrewsbury).

CHAMPION OF COMMITMENT: Winner – Kim Hawkins, Group Station Manager (North).

Runner-Up – Lisette Bartlett, Safety Improvement Manager.

SAFETY AWARENESS: Winner – Geraint Morgan, Community Affairs Manager.

Runner-Up – Dave Lowes, Safety Assurance Manager.

GUARDIAN OF THE FUTURE: Winner – Amber Sutton, Customer Relations Manager.

Runner-Up – Victoria Tranter, At Seat Catering Trainer.

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Louise’s lovely job to look after Julie Walters C

ONDUCTOR Instructor Louise Caisley spent three days with one of Britain’s best-loved actors as part of a new documentary exploring the most eye-catching stretches of coastal railway in the UK. Louise, who is based at Machynlleth, escorted Julie Walters and a production crew as they filmed a journey from Aberystwyth to Minffordd station, near to the tourist village hotspot of Portmeirion.

She spent two days with the Harry Potter, Educating Rita and Mamma Mia film star who is recording a four-part Channel 4 series called Britain’s Coastal Railways, which will feature the Cambrian Coast Railway Line.

Louise, who has worked on the railways for 15 years, is, in fact, no stranger to rubbing shoulders with the stars.

Last year, she carried out a similar “chaperone” role for Welsh Tenor Wynne Evans, who was at Aberystwyth Station to film an advert as his TV alter ego – the over-the-top opera singer in the Go Compare motor insurance adverts.

She said:“My manager asked me to escort Wynne and I really enjoyed that, so when we got the call from Julie Walter’s production team my name was put forward again.

“She is a lovely person in real life. Very down to earth and has just as warm a personality away from the cameras as she has on screen. I spent two days with her as she carried out filming on and off our trains, at stations and for shots of her looking out of the carriages at the beautiful scenery.

Louise Caisley with a timetable autographed

by Julie Walters. It reads:“To Louise, lots of love and thanks – Julie Walters.” Inset below right, Julie and Wynne Evans.

“There was one hitch because the historic bridge was out at Barmouth, so they couldn’t film that section so we stopped at Llwyngwrll Station and then met her at Barmouth the next day.

“Her final destination on this stretch of her journey was up the coast to Minffordd from where they visited Portmeirion for a last bit of filming.

“At the end of it she gave me a big hug and her autograph and thanked me really genuinely for my help.”

Louise added:“I have met two lovely celebrities so far as part of my job – now I’m

just waiting for Johnny Depp to call and I’ll be very happy.” ● A week later Julie Walters was using Arriva Trains Wales services again. This time she journeyed from Llandudno to Flint accompanied by Stakeholder Manager Ben Davies.

Women’s Institute adopt unstaffed station on Anglesey THE Bodorgan Women’s Institute has become the latest organisation to join ATW’s Adopt a Station scheme.

The initiative, which started in 2003, aims to help improve links with local communities and customers living near unstaffed railway stations – and has similar objectives to Neighbourhood Watch.

Kathleen Beard, a member of the WI group which is based on Anglesey, said: “We’re really looking forward to helping make sure the station gives a positive first impression of our village and also to maintaining planters that ATW have donated to be displayed there.”

Community Relations Manager

Geraint Morgan, said:“We’re delighted to welcome the Bodorgan WI to the scheme and are grateful for their support.

“It’s a great way for local people to socialise outdoors while their work in maintaining the planters will ensure the station environment always looks its best.”

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Leisure discount boosts

Manu Franken and other Machynlleth depot employees are playing badminton as part of their fitness drive.

FITNESS DRIVE A fitness drive is underway at Machynlleth depot. Employees have been taking advantage of discount rates at local leisure facilities.

They have also enjoyed badminton sessions with family and friends at the sports hall in the town.

A free seven-day trial was offered to Arriva Trains Wales staff and their partners at Bro Ddyfi Leisure Centre operated by Freedom Leisure in partnership with Powys County Council.

Activities on offer through corporate membership were gym sessions, group exercise, swimming, sauna and steam.

Machynlleth Team Organiser Manu Franken has also secured a “fantastic offer” at

Macdonald Plas Talgarth Health and Leisure Club which will be activated if there are enough takers.

She said:“We already have a lot of interest in sporting and leisure activities from

employees and I am hoping that this will continue over an extended period of time.

“Making some space for the upcoming calorie-filled festive season by working out in the gym is a great idea.”

Interest in half marathon continues to grow

Ian Bullock and Machynlleth Duty Manager Elwyn Jones sport their medals after completing the Cardiff Half Marathon.

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ALMOST 150 Arriva Trains Wales employees took part in this year’s Cardiff Half Marathon – and their number included Managing Director Ian Bullock.

He told the recent Management Conferences that the growing interest in the Arriva-sponsored event was one of the signs of “great strides” being taken in the Health and Wellbeing area.

Since the company began its association with the popular event the number of participants from Arriva Trains Wales has mushroomed from an initial 40.

Ian’s description of how he found the Half Marathon “motivational” and a “really fantastic thing to do” has inspired people around the business.

At Machynlleth, two employees in the Traincare Facility have been so impressed by his account that they have launched their own fitness programme.“I heard Ian talking about how he had taken part when he spoke at one the Conferences and I decided to take get involved myself,” said Team Leader Dave Pickering.

“I have been joined by my colleague, Shunter and Assistant Technician Jamie Herbert, in a fitness programme that will start in the New Year.

“We are both planning to follow Ian’s example and enter the Cardiff Half Marathon in 2017.”

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Battling ascent in high winds Luke Curtis, a Project Apprentice at St Mary’s House shows the Health and Wellbeing page on his mobile.

BAD weather affected the latest ascent of Pen Y Fan under the Health and Wellbeing banner – but two intrepid Arriva Trains Wales employees were determined to brave the storm.

The latest climb of South Wales’ highest peak was effectively abandoned because of high winds but Alun Davies, Safety Culture Improvement Champion, and Jason Cribbins, of Control, pressed ahead.

“We almost got blown off but we battled on and reached the summit in the murk,” said Alun.“We even found time to complete the customary arm-wrestle.”

Number one for fuel efficiency

Sports activities are

Facebook fun A

RRIVA Trains Wales employees love taking part in sport – and they are showcasing their activities on Facebook.

A Health and Wellbeing page has been set up on the social networking service to promote all matters healthy.

To date 156 people are following the features which promote sports events sponsored by the company and other health-themed talking points.

The Cardiff Half Marathon, the Holyhead-Cardiff cycle ride and the Velothon have all been highlighted.

There are training and diet tips as well as

pointers on a range of healthy lifestyle options.

“We try to promote healthy events when we get to know about them,” said Simon Groves, Conductor Performance Manager who is a champion of the project.

“Access to the page is not restricted so people can take a look if they are on Facebook.

“By searching for ATW Health and Wellbeing and they’ll find the updates and lots of photos of Arriva Trains Wales employees being healthy.”

The Facebook page, which can be accessed on smart phones, was introduced as way of improving employee engagement for people who are “out and about”.

ARRIVA Trains Wales’ number one scoring driver for fuel efficiency travelled down to London as a guest at the National Transport Awards.

Valleys Driver Steve Searle accompanied Driver Performance Manager Gareth Morgan to attend the ceremony at the Westminster Park Plaza Hotel at which Arriva Trains Wales was nominated for the Sustainability Award.

Rhymney-based Steve has been using the Driver Advisory System (DAS) since it was introduced. He said:“I think it is a worthwhile system – anything that helps the environment and reduces carbon emissions is good.”

More emphasis on cleanliness A “housekeeping” drive to improve the working environment is underway at Canton Depot.

The time devoted to cleaning in the contract for the environmental cleansing service providers is being tripled. The aim is to boost the cleanliness of the “feel and look” of the depot in both maintenance and office areas.

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Five minutes with James Cooper James, Project Interface Manager based at St Mary’s House, has won a Spotlight award for his work on Schedule 4 compensation. In his spare time he watches and plays sport – in particular he enjoys golf holidays.

What are you doing at the moment?

Managing the day-to-day interface between Network Rail, contractors and Arriva Trains Wales on infrastructure projects across the network. Live projects are Cardiff Area Signalling Renewal (CASR), Great Western James Route Modernisation (GWRM), Port Cooper on the Talbot West Re-signalling and North new Platform 8 Wales Re-signalling. It is my role to at Cardiff Central protect the commercial and station which is part operational interests of the company. of the CASR project.

What is the best aspect of your job?

I am always keen to understand the I won a Spotlight award for producing a methods of how the best have got there. forecasting model that helps ensure Arriva So I would go with: Roger Federer, Arnold Trains Wales receives the correct Schedule 4 Schwarzenegger, Tiger Woods, Robin Williams compensation each financial period. and Morgan Freeman.

Schedule 4 is the income ATW receive as a result of engineering possessions taken by How do you relax?

Network Rail that aims to off-set potential revenue losses.

I am a sports fanatic – I enjoy watching and playing sport. I attend the gym regularly, enjoy reading articles/journals on What is the most unusual thing that has biomechanics in sport, diet and nutrition, happened to you at work? and enjoy golf holidays.

I went to the gym with a work colleague who is a world champion bodybuilder.

What is your most valuable possession?

As a result my calves were on fire for a I am not really a fan of cars, or own anything week and walking was painful! It toughened particularly expensive, so I would say my me up though – it’s important to learn from family. the best.

Which famous people alive or dead would you invite to a dinner party?

Probably a mixture of people I consider to be the very best in either sport or acting.

What did you want to be when you were growing up?

At a young age my mum would say a fireman as I was a ‘Fireman Sam’ fan. More recently I

would have said an Olympic swimming coach.

What are your favourite music and films?

Music: Incubus, Stereophonics, Santana, Clapton. Films: James Bond movies.

If you could go back in time what period would you choose to go back to and why?

Probably a couple of hundred years; it would be interesting to see what life was like without technology.

What is your favourite place in the world?

Aruba – a Dutch Caribbean island close to Venezuela. A relaxing place I have been very fortunate to go to on holiday twice.

What’s the best bit of advice you have ever been given?

Probably from my late swim coach who said to look after your body/health as it is the most important thing you have.

Trip raises awareness of help available for disabled people TEN members from the Cardiff Institute for the Blind travelled by train to Barry as part of a familiarisation trip organised by Arriva Trains Wales.

The visit was arranged as part of the company’s Passenger Assist Programme, which aims to help raise awareness of the help available to anyone with a disability or who might

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require additional support during their train journey. The group boarded at Cardiff Central and travelled to Barry Town where a question and answer session was held in the station café.

Community Relations Manager Geraint Morgan said:“The aim of the initiative is to offer people who may require assistance with their journey

the experience and knowledge to be able to do so with confidence.

“Familiarisation trips such as this are an important element of the programme. Individuals can come along, try a journey and ask questions, while also providing us with valuable feedback that ensures we provide the best possible customer experience.”

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Wallets help people with communication difficulties THE Orange Wallet scheme, providing a communication tool for passengers who may have difficulty communicating, has been extended.

Together with local authorities and other public transport providers, Arriva Trains Wales

supplies wallets containing space for the users to provide written or visual prompts for staff.

Intended to help people, especially those on the Autistic Spectrum to cope more easily with public transport, the wallets can be shown to conductors,

station staff or when buying a ticket at the booking office.

The Orange Wallets contain plastic pockets which are designed to hold words and pictures that will assist with communicating customers’ needs to transport staff.

Conference speakers highlight key issues

Harshida, centre, pictured at Treherbert station with her brother Hitesh and sister-in-law Ramila during the first part of the 39 station tour.

Tour of 39 stations in

dad’s memory H

ARJI “Harry” Hirani always said his work colleagues were his second family – so when he died his relatives were keen to respect his railway links.

The popular Cardiff Driver, who sadly died of a heart attack in June last year, was cremated in his work uniform.

And now his daughter Harshida has undertaken a whistle-stop tour of 39 Arriva Trains Wales stations to commemorate his 39 years of service.

“My dad had a fantastic work ethic and was very passionate about his role at work,” she said.

“After his passing I decided to do five challenges that would directly relate to him, and one of them is the station visits.”

Harshida wrote in to Arriva Trains Wales outlining her plan to take a photo at 39 stations and asking for advice on how it could be accomplished.

Community Affairs Manager Geraint Morgan volunteered to drive her round 22 in one day, with the remaining 17 to be covered on another drive at a future time.

During the stations tour Harshida was accompanied by members of her family including

brother Hitesh and sister-in-law Ramila.“I would like to thank Geraint for his support,” said Harshida, who is proud that her father was nominated by his colleagues in 2015 for a Driver of the Year Award and a Lifetime Achievement Award.

“He was a humble and modest man who would have been so proud that he was so well thought of,” she added.

St John Ambulance member Harshida’s other challenges include training her local community in emergency first aid and raising money for the British Heart Foundation.

WELLBEING was on the agenda for the first time at the annual Arriva Trains Wales Safety Conference as safety reps and managers jointly discussed key railway issues.

A number of industry leading speakers at the Safety and Wellbeing Conference were invited to address the audience on themes involving Occupational Safety and Health and Wellbeing.

They included Professor Tim Marsh, behavioural safety expert, Simon Barber, HM Inspector of Railways, and Dr Mark Hall, Senior Occupational Health Physician from Medigold.

A speaker from Disability Sport Wales introduced a moving film about a young man who conquered his disability after first thinking he would never be able to achieve anything.

Another film shown to the delegates illustrated the importance of having a sufficiently strong safety culture.

“The Conference was a further illustration of the way that we are working with our safety reps to continuously strive for safety and wellbeing excellence,” said Chris Didio, Head of Safety.

It was decided to hold another similar conference next year in both North and South.

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Cycling trio raise £4,000 for charities

Dai Lewis with the two trophies he received from the National Vegetable Society. Below, his award-winning beetroot.

THREE Cardiff Valleys Conductors were so impressed by the experience of cycling in the Arriva Trains Wales sponsored Velothon that they set their sights on a second big challenge.

Rob Hall, Richard Norman and Dave Morgan raised £4,000 for Alzheimer’s charities by cycling from London to Paris on the hottest day of the year.

“We all have families that have been affected by the disease,” said Rob.“We had never cycled before entering the Velothon but we enjoyed it so much we just kept on going.”

The cyclists, who trained in the Brecon Beacons, took four days to complete the route, using the ferry to make the sea crossing in between their biking marathons.

Green-fingered Dai is top Veg grower A

CE vegetable grower Dai Lewis has been scooping prizes in local competitions for 43 years – but now he’s a winner on the national stage.

The Machynlleth Assistant Technician and Shunter won two trophies in the Welsh Branch Championship of the National Vegetable Society.

He was First out of eight competitors in the Long Beetroot class and also gained top accolade in the novice collection of mixed vegetables category. It was a well deserved triumph for the green-fingered gardener who first started cultivating crops back in the sixties.

He specialises in root vegetables – parsnips, long carrots and long beetroot – growing them in sand and adding different composts which he makes himself.

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“I am very proud to have won the national prizes,” said Dai, who over the years has racked up more than 90 cups including recently Firsts in the Meirionnydd and Powys county shows. I plant the vegetables in barrels full of sand placed in five-foot holes. I am still learning and always trying different things.”

Dai once worked at the Welsh Plant Breeding Station in Aberystwyth and developed a specialist knowledge of varieties.

“But that doesn’t stop me talking to them – or sometimes cursing,” he added.

Dai gained experience of big-time shows when he did some assisted judging in the Welsh Championships last year.

He won his national prizes in finals held at St Fagans Natural History Museum in Cardiff.

Everest base camp marathon SEAN Birch has run 125 marathons – and the latest one is his best yet.

The Rhymney Depot Driver is just back from Everest base camp where he followed yak trails to complete the 26-mile course. Sean hiked up to the camp and then tackled the course criss-crossing small valleys as he went.

“We acclimatised through the initial 10-day climb,” he said.“The views as we did the race were out of this world.”

Sean’s previous marathons include ones in the New Forest (his 100th), down a mine in Germany and over mountains in South Africa.

His wife Coleen often runs with him.

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.