Exchange Autumn 2015

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Autumn 2015

Employees views are crucial

The magazine for First people in the Midlands

PAGE SIX

Bob’s most

precious

Driver donates a life-saving kidney to his long-term partner PAGE THREE

EXCELLENCE AWARDS SUCCESSES CENTRE PAGES

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A great deal to celebrate throughout the company

By Managing Director

Nigel Eggleton

THIS issue of eXchange gives us the chance to reflect on and celebrate the successes of our colleagues who were recognised at the inaugural First UK Bus Excellence Awards.

People like Carl Woolley, Carol Henderson and Ian Maxwell should be warmly congratulated for their achievements and, as they say, you can read all about it on the centre pages.

Hundreds of nominations were received from employees across the region and it was satisfying to read some of the wonderful comments the judges had to study long and hard before picking the winners in each category.

I expect that next year even more people will come forward with nominations and the competition will become a popular and permanent fixture in the First UK Bus calendar.

As always, I am amazed by the generosity of people I work with in the First Midlands. Subsequently, I would like to acknowledge Bob Jackson in the Potteries, who bravely donated a kidney to his partner. It was a fantastic sacrifice and we welcome him back to work fit and healthy.

There is also a great deal to celebrate on the roads. New energy efficient single and double-deck buses are being introduced over the coming months and will be a major boost in attracting new customers.

All the changes that have been introduced recently are for this purpose too. They will make us a slicker, more effective operation and allow us to do what we do best – provide regular, on-time, clean and cost-effective bus services on the routes that matter to customers.

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One of the brand new double-deck StreetDeck buses which are entering service in the Midlands.

New eco-friendly buses on the way total of 31 new vehicles are being rolled out across Leicester and Worcester throughout the autumn and winter following a £5.8 million investment by First.

The new vehicles, which are a mix of double (StreetDecks) and single deck (StreetLite) models, all come fitted with leather seats, CCTV and WiFi, providing customers with free internet access during their journey.

In addition to the dedicated space for wheelchair users, First is also providing extra space for pushchairs.

The new buses, which are being manufactured by Wrightbus based in County Antrim, Northern Ireland, are all

A

Department for Transport “low carbon certified”, making them amongst the most fuel-efficient buses on the market.

First have also revealed that all the new vehicles are fitted with Euro 6 engines – another strong commitment to improving air quality across the region. It means they will have a positive impact on air quality in town and city centres.

The first of the new StreetDeck vehicles arrived in Leicester earlier this month with more being rolled out in the run up to Christmas.

In total, five StreetDecks are destined for Leicester and four for Worcester.

In addition, nine StreetLite

Max buses will soon be hitting the streets of Worcester with 13 also on their way to Leicester.

The investment forms part of an overall order by FirstGroup’s UK bus division of 385 new vehicles worth £77.7 million for delivery in the current financial year.

First Midlands Commercial Manager Steve Zanker said: “These new vehicles will be among the best and most eco-friendly in the country.

“Passengers can enjoy pleasant, more comfortable journeys and keep connected on the move with free WiFi, while we support the efforts of our local authority partners to improve air quality for all.”

‘Dogs go free’ offer is just paw-fect DOGS are certainly not getting a “ruff” ride when they board First buses. That is because lucky pooches are no longer charged to use the company’s services in Leicester.

Up until this summer, owners had to pay an extra fare if they wanted to travel with their pet dog (guide dogs were exempt).

According to feedback, this sometimes deterred customers from making the journey

at all. The new ‘dogs go free’ initiative has been introduced to try to remove that barrier and encourage pet owners to use the bus more often. The decision has been praised by passenger groups and pet lovers in the city.

Bus Users UK Chief Executive Claire Walters said: “First Leicester have made it easier and cheaper for passengers and their dogs to travel by bus. It’s just paw-fect.”

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Course is a first for UK bus industry RIVER training has been further enhanced with the introduction of the new Better Journeys for Life programme.

Driver Matt The bespoke course, which has been Lane receives awarded City and Guilds accreditation – advanced coaching a first for the UK bus industry – is open from Staff Trainer to new and existing drivers.

Kam Rai. The 20-day programme now includes a three-day intensive customer service course, a 30 per cent increase in training time behind the wheel and follows the Smith System Advanced Safe Driving Course.

The company has also invested in its improve our services and our drivers play a training rooms and provided extra support vital role in attracting and retaining our and coaching for its trainers. customers. They are our ambassadors and Drivers also undergo specific training to therefore we must ensure they have the best ensure they are aware how to manage training. wheelchair users and help customers with “Our programme, which is designed to sight loss or who may be suffering from meet the specific needs of the business, dementia. places our drivers at the forefront of the First Midlands Managing Director Nigel bus industry.

Eggleton said: “We are working hard to

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“It also achieves the right balance between the importance of being a good, safe and reliable driver and being able to deliver outstanding customer service.”

New recruits to the company will undergo the training programme, while existing drivers will take it as and when they complete their Certificate of Professional Competence.

Long-shot match led to life-saving kidney transplant DRIVER Bob Jackson has been hailed a hero after saving the life of his long-term partner by donating a kidney to her.

Bob was found to be a match for Pauline Johnson, despite her rare blood type and a close family member being incompatible.

The couple, who have been together for 22 years, underwent successful transplant surgery this summer and early tests indicate the kidney is fully functioning. Bob is back at Adderley Green Depot after a five-week lay-off and Pauline plans an end-of-year return to work.

Bob said: “Pauline has had kidney problems for about nine years and was having to have dialysis for eight hours every night.

“Her daughter was tested but was not compatible to be a donor and so she was

looking at a lengthy wait on the National Transplant List.

“I asked the doctors if they would test me not thinking there would be much hope of a match – but to our great surprise I was compatible.”

Bob had to go on a diet and fitness regime to lose around two stones before he could undergo the operation and have the anaesthetic.

He said: “I bought a push bike, started walking the dog further and ate a lot more healthily and the weight soon came off. It’s amazing what you can achieve when you are motivated.”

Pauline said: “Simply put, this is a match made in heaven. I can’t thank Bob enough – he is my real-life hero. My kidneys were deteriorating fast and their function was down to about six per cent.

“Basically I would have died without this transplant, so I

Bob and Pauline relax at their home in Bentilee, Stoke-on-Trent.

owe him everything.”

Bob added: “I’ve had a warm welcome back to First.

They couldn’t do enough for

me when they heard why I needed the time off. It’s great to have such support from the place where you work.”

AUTUMN 2015

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Sharp rise in mTicket and travel shop sales

Andy gets a birthday surprise at the depot

SALES at Hanley Travel Shop are on the up and more people are turning to electronic methods to buy their tickets too, latest figures have revealed Revenue at the shop – based at Stoke-on-Trent City Centre Bus Station – has increased by 15 per cent compared with last year, while mTicket popularity has seen tickets purchased “off bus” in the Potteries increase by 55 per cent over the same period.

Marketing, Sales and PR Co-ordinator Martin McGowan said: “Not only is it good news for the Travel Shop but is also good news in terms of customer loyalty as tickets bought through these methods tend to be for a longer term.

“It is also good for drivers and punctuality as well. It means drivers are handling less cash on the bus and it also speeds up boarding – and therefore journey times.”

LONG-SERVING Leicester Engineer Andy Harding was given a special treat to celebrate his 60th birthday… a surprise party at the depot.

Andy, who has clocked up 44 years service with the company having started when he was just 16, arrived at work to find it adorned with banners and balloons to mark his big day.

Colleagues joined him in a special lunch, which included a cake decorated with a bus design.

Depot Administrator Gaynor Johnson said: “Andy’s family got in touch with us to see if we could celebrate him turning 60 and we were only too happy to help.

“He couldn’t believe his eyes when he arrived at the depot and there was a big banner wishing him happy birthday and he was even more surprised when he discovered we had decorated the garage too. It was a great way to say thank you to someone who has spent his entire working life with the company.”

Leicester depot General Manager Carl Woolley in discussion with Senior Vehicle Examiner Vince Barnett. Inset, Carl with his Excellence trophy.

Worcester Driver Ian Maxwell with his Excellence Award certificate.

Regional awards recognise

efforts of excellence HE cream of First Midlands was recognised for going above and beyond the call of duty at the inaugural First UK Bus Excellence Awards for the South of England and Wales.

Incident Investigator Carol Henderson was the worthy winner of the Support Colleague of the Year accolade and Leicester’s new General Manager Carl Woolley scooped the Quantum Leap Award.

In addition, Worcester Driver Ian Maxwell received a Special Recognition Award for his many years service to the bus industry.

Leicester’s Gaynor Johnson was also nominated for the Community Award, again Ian Maxwell and First Potteries’ Driver Chris Green were up for the Driver of the Year Award and the Worcester team was in the running for Depot of the Year.

More than 350 nominations were received from the region’s OpCos and all nominees faced stiff competition in each category.

First UK Bus Managing Director Giles Fearnley said: “We are celebrating some great success stories at the awards ceremony. The whole purpose is to recognise the enormous contribution

T Andy Harding who has clocked up 44 years’ service with the company.

Tony wins Ju Jitsu title WEEKS of intensive training paid off for martial arts enthusiast and Worcester Driver Tony Gouveia, after he was crowned champion at the Brazilian Ju Jitsu British Open.

Tony took first place in the White Master 3+ Ultra Heavy category after going up against other competitors at the event, which took place at Coventry Skydome.

In preparation, he had been training twice a day – cardio and conditioning in the morning, followed by technique sessions in the evening.

The event was Tony’s first Brazilian Ju Jitzu competition after being introduced to the sport two years ago by a friend. After a short rest period, Tony will begin competing again in the autumn at events in London and then all around the UK.

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our people are making every day and how they are taking forward our Better Journeys For Life promise.”

Carol’s award recognises her role in investigating all major incidents in the Midlands. This includes obtaining viewing and distributing CCTV, investigating all employee lost time injuries, obtaining statements from drivers and witnesses, liaising with the police and attending court.

In her nomination this was described as “a mammoth task for one person, but one Carol faces head on”.

She said: “I have to say I’m absolutely overwhelmed to have won. It is quite an honour and all I try to do is my job to the best of my ability.”

Former Leicester Engineering Manager Carl won his award after stepping in to cover the Operations Manager’s role while she was on maternity leave.

He admirably juggled both positions and continued to maintain high performance in all areas of the depot.

Carl, who now holds the General Manager role at Leicester, said: “It is fantastic to win the award – I was thrilled because it really helps to raise the profile of the depot and the hard work that is being done here.”

Carol Henderson with the Support Colleague of the Year trophy.

Hanley Travel Shop Assistants Vanessa Cooke, left, and Cloey Walker with mTicket leaflets.

Changes to routes A number of changes have been made to First Potteries routes including the introduction of two new trial services. The changes, which came into effect in September, follow the decision to close Newcastle-under-Lyme depot and merge operations with Adderley Green.

Although for the vast majority of customers routes will remain unchanged, some will no longer be operating.There have also been some frequency changes. Drivers are asked to do their best in helping customers familiarise themselves with the route changes and to signpost them to the First Potteries web page for more details.

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Sharp rise in mTicket and travel shop sales

Andy gets a birthday surprise at the depot

SALES at Hanley Travel Shop are on the up and more people are turning to electronic methods to buy their tickets too, latest figures have revealed Revenue at the shop – based at Stoke-on-Trent City Centre Bus Station – has increased by 15 per cent compared with last year, while mTicket popularity has seen tickets purchased “off bus” in the Potteries increase by 55 per cent over the same period.

Marketing, Sales and PR Co-ordinator Martin McGowan said: “Not only is it good news for the Travel Shop but is also good news in terms of customer loyalty as tickets bought through these methods tend to be for a longer term.

“It is also good for drivers and punctuality as well. It means drivers are handling less cash on the bus and it also speeds up boarding – and therefore journey times.”

LONG-SERVING Leicester Engineer Andy Harding was given a special treat to celebrate his 60th birthday… a surprise party at the depot.

Andy, who has clocked up 44 years service with the company having started when he was just 16, arrived at work to find it adorned with banners and balloons to mark his big day.

Colleagues joined him in a special lunch, which included a cake decorated with a bus design.

Depot Administrator Gaynor Johnson said: “Andy’s family got in touch with us to see if we could celebrate him turning 60 and we were only too happy to help.

“He couldn’t believe his eyes when he arrived at the depot and there was a big banner wishing him happy birthday and he was even more surprised when he discovered we had decorated the garage too. It was a great way to say thank you to someone who has spent his entire working life with the company.”

Leicester depot General Manager Carl Woolley in discussion with Senior Vehicle Examiner Vince Barnett. Inset, Carl with his Excellence trophy.

Worcester Driver Ian Maxwell with his Excellence Award certificate.

Regional awards recognise

efforts of excellence HE cream of First Midlands was recognised for going above and beyond the call of duty at the inaugural First UK Bus Excellence Awards for the South of England and Wales.

Incident Investigator Carol Henderson was the worthy winner of the Support Colleague of the Year accolade and Leicester’s new General Manager Carl Woolley scooped the Quantum Leap Award.

In addition, Worcester Driver Ian Maxwell received a Special Recognition Award for his many years service to the bus industry.

Leicester’s Gaynor Johnson was also nominated for the Community Award, again Ian Maxwell and First Potteries’ Driver Chris Green were up for the Driver of the Year Award and the Worcester team was in the running for Depot of the Year.

More than 350 nominations were received from the region’s OpCos and all nominees faced stiff competition in each category.

First UK Bus Managing Director Giles Fearnley said: “We are celebrating some great success stories at the awards ceremony. The whole purpose is to recognise the enormous contribution

T Andy Harding who has clocked up 44 years’ service with the company.

Tony wins Ju Jitsu title WEEKS of intensive training paid off for martial arts enthusiast and Worcester Driver Tony Gouveia, after he was crowned champion at the Brazilian Ju Jitsu British Open.

Tony took first place in the White Master 3+ Ultra Heavy category after going up against other competitors at the event, which took place at Coventry Skydome.

In preparation, he had been training twice a day – cardio and conditioning in the morning, followed by technique sessions in the evening.

The event was Tony’s first Brazilian Ju Jitzu competition after being introduced to the sport two years ago by a friend. After a short rest period, Tony will begin competing again in the autumn at events in London and then all around the UK.

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our people are making every day and how they are taking forward our Better Journeys For Life promise.”

Carol’s award recognises her role in investigating all major incidents in the Midlands. This includes obtaining viewing and distributing CCTV, investigating all employee lost time injuries, obtaining statements from drivers and witnesses, liaising with the police and attending court.

In her nomination this was described as “a mammoth task for one person, but one Carol faces head on”.

She said: “I have to say I’m absolutely overwhelmed to have won. It is quite an honour and all I try to do is my job to the best of my ability.”

Former Leicester Engineering Manager Carl won his award after stepping in to cover the Operations Manager’s role while she was on maternity leave.

He admirably juggled both positions and continued to maintain high performance in all areas of the depot.

Carl, who now holds the General Manager role at Leicester, said: “It is fantastic to win the award – I was thrilled because it really helps to raise the profile of the depot and the hard work that is being done here.”

Carol Henderson with the Support Colleague of the Year trophy.

Hanley Travel Shop Assistants Vanessa Cooke, left, and Cloey Walker with mTicket leaflets.

Changes to routes A number of changes have been made to First Potteries routes including the introduction of two new trial services. The changes, which came into effect in September, follow the decision to close Newcastle-under-Lyme depot and merge operations with Adderley Green.

Although for the vast majority of customers routes will remain unchanged, some will no longer be operating.There have also been some frequency changes. Drivers are asked to do their best in helping customers familiarise themselves with the route changes and to signpost them to the First Potteries web page for more details.

AUTUMN 2015

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Union backs Your Voice survey TRADE Union representative Mick Dowds, who is UNITE Convenor and Chair of the National Joint Consultative Forum, underlined the importance of taking part in the survey.

He said: “The employee survey is very important to us as a union because it helps communication and engagement between the employee and the employer.

“It’s important every employee has their say whether positive or negative. It will help ensure the business continues in the right direction.

“One of the biggest changes for us was communication.

“I can say after a few years of working on Better Journeys for Life that communications has moved on.”

Employee views will shape all our

futures E’RE urging every one of First Bus’s 17,000 employees to help the company improve by taking part in the 2015 Your Voice survey.

Employees can have their say – in total confidence – on what is good about working for First Bus and what can be improved.

It will give an invaluable picture of opinion and an opportunity to address issues identified.

We’d like employees to complete the survey online where possible, but printed copies are available.

So we’ve pledged to donate £1 for every paper copy sent in, and £2 for every completed online survey, to our national charity partner Prostate Cancer UK. The survey starts on October 5. Go to www.yourvoicesurvey.com – the password is VOICE2015.

It’s important that as many people as possible take part so we can understand the depth of what’s going on in the business.

The survey is confidential and while we need to know job titles and depots there is no way you can be identified from the results.

An independent firm will compile results and we will share them with you. You will see what’s All been said winners from and what s the First UK Bu we will be Excellence Awards doing in d ere ent n bee have response p’s rou into FirstG to make international the Be First business an Awards. even better

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You can watch the latest Channel First episode and videos from our excellence awards ceremonies by following the AR instructions below and scanning the Channel First logo above.

By First UK Bus Managing Director

Giles Fearnley place to work. Last year’s survey told us people were more confident in where we’re heading as a business and felt we were looking after customers better.

Issues of how we work together as teams were highlighted in some cases.

Again, we have been working hard to support each other better.

Anyone who needs help completing the survey can speak to their manager, supervisor, trade union rep or employee director.

So please help us to continue improving First Bus for everyone’s benefit.

Please make a difference by spending some time completing the Your Voice survey.

Package rewards all staff FIRST Bus employees are being urged to sign up to the company’s rewards scheme at www.firstmyrewards.com The site contains a huge number of exclusive offers and useful information on pay and pensions.

Employees can take advantage of First Exclusives for great savings with popular brands including ASDA, Thomas Cook and B&Q. They can buy shares in First while paying less tax and the company even throws in some shares for free!

There’s free bus travel in the UK and discounted rail fares like a FirstRail Day Rover ticket for just £6! ● All you need to log on is your National Insurance Number. To find out more visit firstmyrewards.com

Bring the page to life with our exciting mobile app

Download our free First Bus AR app from the app store.

Scan the photo or logo where you see the ‘Scan Here’ marker.

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

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Fantasy football kicks off at depot ANTASY football fever has struck in the Potteries with staff setting up their own league. Would-be soccer managers pay £5 to select their own team and notch up points on a weekly basis depending on Barclays Premier League results.

The fantasy league began in August and lasts for the duration of the football season, finishing in mid-May. Prizes will be awarded for those with the most points over three random weeks.

There is also a cash jackpot for the overall winner at the end of the season.

It is the fourth year that First Potteries employees have run the league and it is hoped that dozens more will get involved this time around.

Organiser and First Potteries Operations Manager Frank Parkes said: “Each year the league creates a fair bit of interest. It’s a great way to get the staff together in a friendly, weekly competition and there is sure to be plenty of banter along the way – especially as this football season is shaping up to be very unpredictable.”

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Three of First Potteries’ fantasy football managers, left to right, Driver Michael Dudgeon and Andrew Potter and Operations Manager Frank Parkes.

Shirts swap for charity DOZENS of Leicester employees swapped their uniforms for sports shirts to raise money for the FirstGroup’s Charity of Choice, Prostate Cancer UK. Staff made donations in exchange for permission to don their favourite team colours for the day – and a total of £105 was collected.

The annual #Shirt2WorkDay is organised by the charity in partnership with The Football League to fundraise and celebrate the start of the new season.

First Leicester Marketing and Sales Co-ordinator Gemma Henson said: “Once again it’s great to see so many colleagues getting involved in fundraising for such a fantastic cause.”

Support for foodbank VOLUNTEERS who collect groceries and other donations for a foodbank in Stoke-on-Trent can now travel free on First buses in the city. The initiative has been introduced as a goodwill gesture by the company to assist people who work with the charity.

The foodbank helps to feed local people in crisis and relies on its volunteers to collect and distribute the donations as well as fundraise.

In 2014/15, 10,371 people received up to three days’ emergency food at a time from the foodbank.

Staff at First Potteries with their Payroll Giving Silver Award Certificate, left to right, Drivers Barry Filkin, Sul Ahmed and Mandy Cox and Travel Shop Assistants Vanessa Cooke and Cloey Walker.

Awards recognise generosity at depots THE generosity of First Midlands employees has been recognised by the Government.

More than 10 per cent of colleagues at First Worcester contributed to charity through the Payroll Giving scheme, while at least five per cent of employees at First Leicester and Potteries also took part.

As a result, Worcester has been awarded a Gold Award Certificate to recognise their efforts while the other depots have received Silver to mark their achievements.

Payroll Giving is a flexible scheme, which allows anyone who pays UK income tax to donate on a tax-free basis to charities and good causes. Donations are deducted before tax so each £1 only costs the employee 80p (on basic rate of tax).

As an added incentive FirstGroup will match fund the first month of a new donation and give the proceeds to Prostate Cancer UK. To donate to Payroll Giving visit www.firstgivingonline.org.uk

Suspicions proved right DRIVER Irene Spain got the feeling that something was not quite right when she spotted a young man hovering suspiciously at Newcastle-under-Lyme bus station.

Eagle-eyed Irene alerted a colleague at First who then contacted the police. The man was later arrested and cautioned in relation to a string of bag thefts at both Newcastle and Hanley bus stations.

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Just look what got left behind ALSE teeth, ladies knickers, a trumpet and even a baby are just some of the surprising things left behind on First Midlands buses.

On a weekly basis, dozens of objects are handed into lost property by drivers and customers who have found them on board the vehicles.

On one occasion a mum had to chase after a bus after she left a baby on board, and on another a man walked into the Hanley travel shop to retrieve his crutches. An amazed employee even had to re-unite an embarrassed customer with his false teeth.

The most regular items left on board buses are umbrellas, mobiles phones, pushchairs and items of shopping. Staff make every effort to return them to the rightful owners but any that are left unclaimed for a month are passed onto local charities or disposed of.

First Midlands PR Manager Ady Culpin said: “It can be quite entertaining hearing about the unusual items left behind and the circumstances surrounding lost property items found on our buses. However, it is also satisfying to be able to return lost property to its rightful owner – especially the more valuable items.”

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Travel Shop Assistant Jessica Wright with a selection of some of the items recently handed in to lost property.

Zita zooms into marshalling at top motor racing circuit Race marshall Zita Fowell joins in the fun by waving a chequered flag to a bus on Service 4A between Newcastle-under-Lyme and Kidsgrove.

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BUS Driver and self confessed petrol-head Zita Fowell has shifted her hobby into top gear after signing up as a race marshal at Donington Park Racing Circuit.

She became hooked after watching a race at the famous course with a friend and decided she would rather be on the other side of the fence as a volunteer.

The First Potteries Driver went for a taster day in November 2014 and has not looked back.

Having completed her safety training, Zita will be assessed over the coming months and is required to collect 15 signatures from race chiefs before becoming an official marshal.

Her role involves attending weekly race weekends and keeping an

eye on vehicles as they lap, as well as flagging, manning the start-line with fire extinguishers and ensuring that the drivers and riders remain safe.

Motorcycles, cars and trucks all race at Donington, home to the British MotoGP featuring the world’s fastest motorcyclists.

In the six months that she has been marshalling, Zita has only missed two weekends and particularly enjoys working at the motorcycle events, while a classics weekend was one of her most memorable so far.

Zita said: “I try to go whenever there are any meetings on – I love the noise and speed and after going to watch a race at Donington I just had to get involved.”