You First Scotland East Spring 2016 by i•creation

You First SE p1

7/4/16

13:10

Page 1

Spring 2016

Awards evening spotlight CENTRE PAGES

PAGE NINE

You First SE p2

7/4/16

12:22

Page 1

2 NEWS

It’s great to recognise long service commitment By Scotland East Managing Director

Paul McGowan IT always gives me great pleasure to recognise colleagues who have committed themselves to the company over the decades and at this time of the year we are able to do that in a high profile way through our long service awards. I was proud and pleasantly surprised to learn that the staff I presented certificates to at the ceremony in Falkirk have notched up more than 1,000 years service between them. This is a magnificent achievement and really says a lot about the loyalty of many of our employees. There is full coverage of the ceremony as well as more details about the people who were commended both for long service and who received Superstars awards on the centre pages. On the road there is also plenty going on, with 15 extra vehicles on the popular Service 62A/63A service in and around Clackmannanshire, Stirling and Cowie and our eye-catching Service 38 Royal Route is one of many services, teams or individuals up for an award. Livingston depot and all the employees there in engineering should also be praised after gaining a First Bus Wrench accreditation. The department’s efficient, safe and well-organised approach has achieved Bronze standard in the initiative, which is designed to support and sustain enhanced performance and lead to improvements. Well done to everyone involved and keep up the good work! I do hope you enjoy reading about your colleagues’ hobbies, pastimes and charity pursuits in this magazine. As ever, there is a colourful mix of fundraising projects involving fellow employees and, where possible, I would urge you support them in their efforts.

YOUFIRST I SPRING 2016

Positive feedback on new services USTOMER feedback is positive as passenger numbers grow on two newly launched bus services covering Clackmannanshire, Stirling and Cowie. The First Scotland East fleet was boosted by the arrival of 15 Enviro 300s which now operate on Service 62A and 63A routes. The three-year-old vehicles come complete with stylish leather seats, free WiFi, extra buggy space and low floor entrances. Their arrival freed up eight N Series double deckers which now operate out of Balfron as replacements for ageing Olympians. Operations Manager Jim Burns said: “The arrival of newer buses represents a huge investment in Bannockburn and these new services, together with our new UniLink buses, mean we’ve really stepped up for customers. “It’s all been part of our An Enviro ongoing commitment to 300 on the expand quality services Service 62A route and provide extremely with the Wallace reliable and comfortable monument in the journeys for everyone. background. “Feedback on the 62A and 63A has been good with passengers saying they’re enjoying travelling on brighter, newer buses. “They have said they’d like deckers which have now gone some peak time services to to Balfron. The buses they speed up so we’re working on replace had central poles and re-timing some services to steps but these vehicles are improve performance. much more customer friendly “All this has meant the and easier to get on and off. release of the 55-plate double

“It’s early days with the new services but we're all delighted with the investment which reflects Paul McGowan’s belief in us to deliver better services for passengers.”

Awards scheme for going extra mile EMPLOYEES are to be recognised on a monthly basis through the newly launched Extra Mile Awards. The concept is simple – colleagues nominated in one of the five categories reflecting First’s vision and values could receive a bronze or silver certificate. Local teams would then review all silver certificate holders at the end of the year before awarding a gold certificate in each category. These

winners will go through to a best of the best section and could win a diamond award at the national Excellence Awards. Nominations can come from both colleagues and customers. First Bus Managing Director Giles Fearnley said: “These new awards are a direct result of your feedback on how we celebrate great performance. I hope everyone in our business feels compelled to nominate someone they work with who has gone the extra mile.”

You First SE p3

7/4/16

10:29

Page 1

NEWS 3 SUPER DONOR: David Nelson shows the badge he received to mark his 50th donation – now his running total is 95 pints.

73 more drivers gain elite status FLEET Elite status has been achieved by 73 First Scotland East drivers according to the latest results just released by GreenRoad. Gold pins went to 45 drivers for displaying sustained excellence in their driving and safety three years in a row. Seven drivers were awarded silver pins for brilliance over two years and 21 drivers were recognised by GreenRoad for the first time with bronze. Instructor and DriveGreen Champion Wullie Crawford said: “For these drivers to get DriveGreen scores of five and below for 12 months while putting in no fewer than 500 driving hours is no easy task especially with the amount of traffic on the roads these days – so their achievement is amazing.”

Needle phobia led to

blood donation EAR of needles first made Larbert Driver David Nelson donate blood – and 30 years later he still gives a pint of the life-giving red stuff every 12 weeks. His phobia conquered, the 66-year-old makes the 50-mile round trip from his home to the Glasgow Blood Donor Centre and back at least three or four times a year.

He has never missed a session and has only ever been off work ill for a couple weeks during his 46-year career on the buses. The part-time driver said: “It was fear of needles that started me off. I went the first time to try and get over that and carried on. “I do it just to help people. I am healthy myself so I like to give back. I never mention it to my

colleagues because it’s just a personal thing. It’s not a big commitment but I have given 95 pints so far. “I was invited to a wee ceremony a few years ago by the donor service and given a badge. The only downside is that I can’t have a drink before I donate but I can put up with that for a few days.”

New uniform trials are set to start UNIFORM trials get underway in May ahead of a roll-out of new workwear with colleagues in Glasgow among staff at five operating companies across the UK set to test style, material and fit. Feedback from a Better Journeys for Life website survey along with views given during the Your Voice surveys of 2014 and 2015 were taken into

consideration before test uniforms were chosen. First Bus Divisional Director Dave Alexander said: “We want all our drivers to feel proud to work for First and wearing a smart, stylish uniform is part of that. Launching a new uniform across a business as large as ours is a big job and as such I expect the first stages of this process to take us into next year.”

Student wins dream holiday A Masters student studying at the University of Stirling has won a £3,000 dream holiday to any destination worldwide in a free prize draw staged by First Scotland. The competition was held across the country to celebrate First’s great fare deal for students. Thousands entered from Aberdeen to Glasgow and across the central belt too, with Louise Watson, aged 25, named the winner. She uses First’s UniLink service in Stirling, which provides customers with frequent services to the university. First Midland Bluebird Business Manager Jason Hackett said: “We’re delighted for Louise and pleased she could join us to celebrate a great deal for students.” Louise said: “It really is a dream come true and I’m definitely planning on a holiday with a difference. I’ve always wanted to go on safari or whale watching.”

SPRING 2016 I YOUFIRST

You First SE p4

7/4/16

11:01

Page 1

4 NEWS

Two apprentice mechanics rewarded with full-time jobs

Connor Hastings.

TWO Larbert mechanics have been rewarded with full time jobs after completing their apprenticeships. Connor Hastings and Gareth Kelly are now fully qualified mechanics after finishing the final 12 months of their four-year training. Meanwhile, Tommy Fenwick and Simon Ewing have been made Chargehands and, with the extra responsibility, now take control in the workshop if a more senior supervisor is not present. Engineering Manager Scott Millar said: “Both Tommy and Simon are good leaders and have

demonstrated a real commitment to the company so we’re delighted to be able to reward them with promotion. “It’s also great to promote our apprentices into full time positions. Attracting mechanics into the bus industry is difficult so it’s always good to develop our own and have our guys pass on their skills.” The Larbert workshop is home to more than 20 skilled staff including three apprentices who are still learning their trade. They maintain a fleet of 130 buses with eight routine inspections a day and at least three MOTs a week.

Gareth Kelly.

Bid for the best service award host of dedicated employees as well as innovative and eco-friendly services have been nominated for national awards. The Service 38 Royal Route from Stirling to Edinburgh, which benefited from a £3.1 million investment of 21 brand new buses, is up for the Best Bus Service title at the Scottish Transport Awards. Each of the single decker micro-hybrid vehicles feature striking livery, showcasing popular royal landmarks including Stirling Castle, Edinburgh Castle and Linlithgow Palace. They also have leather seats and free WiFi. Meanwhile, the fleet of five new eco-friendly double deckers which operate on the UniLink route between the University of Stirling and Stirling city centre have been nominated for the Contribution to Sustainable Transport award. Larbert-based Driver and Superstar of the Year winner Tommy Rooney (see centre pages) has also been entered for the Frontline Employee award at the ceremony, which will be held on June 16, while Administration Manager and Executive Assistant Alison Hall is nominated for Team Leader of the Year at

YOUFIRST I SPRING 2016

One of the single decker micro-hybrids on the Service 38 Royal Route.

the Everywoman Awards. Earlier this year, Managing Director Paul McGowan narrowly missed out on scooping Director of the Year at Edinburgh Chambers of Commerce Awards, where the Service 38 was also nominated for the Creative Marketing accolade. First Scotland East Commercial Manager Brian Peat said: “It’s great to see so many areas of the business being nominated for such prestigious awards. We’re striving to continuously improve services for customers and it’s really important that committed employees and state-of-the-art vehicles are recognised.”

Internet learning EMPLOYEES are being urged to try their hand at anything from basic maths to IT skills or a language course to scuba diving to celebrate National Learning at Work Week. Opportunities are available at Lifelong Learning Centres, but courses can also be accessed on smartphones and tablets. Information will be posted on betterjourneysforlife.com in the run up to the special week from May 16-22.

You First SE p5

7/4/16

12:52

Page 1

NEWS 5

DEPOT ATTAINS EDICATED engineering staff at Livingston have helped the department score a bronze Wrench accreditation for efficient, safe and well-organised operations. Livingston was the first depot countrywide to trial the new standards initiative, which was established to recognise and reward First Bus engineering teams. It is designed to support and sustain performance improvements, safety processes and best practice as part of the Better Journeys for Life promise. Criteria for the bronze level includes ensuring that the department runs in the leanest possible way to reduce repeat vehicle defects, keeping the workspace clean, tidy and organised as well as meeting key performance indicators. Depots can then work their way towards silver status and ultimately gold. All staff

Paint-brush in hand, Mary Chisholm with her personal Wrench award.

Pictured with the bronze Wrench certificate in the workshops at Livingston depot are, left to right, Business Manager James Harvey, Engineering Administration Assistant Beverley Crowe, Engineer Slawek Wilks and Engineering Manager Paul Branigan. are allocated different areas of the workshop to keep on top of and are encouraged to voice their opinions on how they think operations could be further improved. First Scotland East Business Manager James Harvey said: “Bronze status is a fantastic achievement for the engineering team – staff input and participation is a vital part of delivering our brand promise of Better Journeys for Life. “One of the very first projects will

be to review the depot layout and infrastructure. Staff were given training in 5S principles so that they can contribute to improving the working areas for themselves and their colleagues. “Our aim is to make the department as efficient and productive as possible, ensuring that all vehicles have been thoroughly serviced and have had both quality checks and water pressure checks before leaving the depot.”

Cleaner turns painter to keep workshop TIP-TOP GOING above and beyond to ensure Livingston depot is spick, span and as safety-focused as possible is all in a day’s work for Presentation Team Cleaner Mary Chisholm – and she has now received a Wrench award in recognition of her efforts. In between her day-to-day tasks, which include ensuring that all equipment is kept in its place and the engineering department is in tip-top condition, Mary took it upon herself to begin re-painting the workshop – and she did not stop there. She has now painted every inch of the department and beyond, including floors, chevrons and pipe work as well as the staff restroom. Colleagues were so pleased with her efforts that

they asked whether she would be willing to revamp other depots too. Mary’s commitment to keeping the workplace as safe and organised as possible led to her scooping the accolade at the Wrench awards ceremony in Edinburgh earlier this year. Livingston Engineering Manager Paul Branigan said: “Mary often comes in early or at the weekends to help out with extra painting and to ensure that everything is in its place – she literally never stops and really deserves some recognition.” Mary, who has worked at First for 15 years, said: “It’s brilliant that people are being recognised for their work but making sure that everything is well-organised and safe is all part of my role.”

SPRING 2016 I YOUFIRST

You First SE p6-7

7/4/16

12:34

Page 1

6 LONG SERVERS & SUPERSTARS

LONG SERVERS & SUPERSTARS 7

Long Service 20 Years Service Michael Bennett, Larbert; John Gilchrist, Livingston; William Dixon, Galashiels; Jayne Maclennan,Carmuirs.

25 Years Service

Livingston Engineering Chargehand John Duffy who has passed his 35 years’ service milestone.

Bannockburn Driver Alex Japp has completed 41 years of service.

Driver Kevin McLelland, who has notched up three decades of service, pictured at Livingston depot.

Larbert Driver Gavin Johnston has 33 years’ service.

Superstar Overall Winner Tommy Rooney is presented with his certificate by Managing Director Paul McGowan at the awards evening.

Forty loyal employees clock up

over 1,000 years’ service TALWARTS of First Scotland East and their families were treated to a dinner and entertainment at the annual awards ceremony for long servers and Superstars. A total of 40 staff with a magnificent 1,019 years’ service between them were honoured at the event which was staged at the Best Western Park Hotel in Falkirk. They received certificates and badges for achieving 20, 25, 30, 35, 40 and 45 year milestones. Also feted at the ceremony were the Superstars of 2015. Four were in attendance with Larbert Social Club Chairman Tommy Rooney named Overall Winner for his work planning and organising depot nights and days out for adults and kids. Typically, Tommy decided to donate the £500 he won to the Scottish Association for Mental Health (SAMH). He did that on behalf of both Larbert and Bannockburn Social Clubs. Tommy said: “I didn’t win it for myself. It was on behalf of all the committee. No-one really hears much about mental health and since it’s a great cause I knew we’d give the money to them.”

S Managing Director Paul McGowan with the awards evening organisers, left to right, Administrator Joanna Ziolkowski, Administration Manager and Executive Assistant Alison Hall and Ticket Sales Administrator Lorna Horsburgh.

First Group Property Director Jayne Maclennan is presented with a £500 cheque by Superstar Overall Winner Tommy Rooney, left, and Service Engineer Robert White. She accepted the money on behalf of the Scottish Association for Mental Health – a charity which she supports.

YOUFIRST

SPRING 2016

David Carson, Training Academy; Robert White, Bannockburn; Steven Noble, Larbert; Robert Kernaghan, Bannockburn; John Shiavone, Bannockburn; Gordon Halliday, Musselburgh; Robert Dillet, Livingston; William Devoy, Balfron; Ruth Forrest, Larbert; Barbara Falconer, Larbert; Andrew Kenny, Bannockburn; Mark Lacey, Larbert; Ian McLean, Larbert; Jim Allan, Larbert.

30 Years Service Tommy Rooney, Larbert; Tom Peebles, Larbert; Melvyn Lilley, Livingston; Alan Archibald, Larbert; James Burns, Balfron; Allan Henderson, Bannockburn; Kenneth Bain, Larbert; Kevin McLelland, Livingston; Thomas Millar, Bannockburn.

35 Years Service John Duffy, Livingston; Martin Kustec, Bannockburn; John Parkes, Larbert; Neville Pinkney, Larbert; Michael McEnearney, Bannockburn; Ian Graham, Larbert; Robert Fotheringham, Bannockburn; John Meighan, Balfron; John Robertson, Bannockburn.

40 Years Service Alex Japp, Bannockburn; Thomas Grant, Livingston.

Long serving stalwarts and Superstars pictured at the awards ceremony.

45 Years Service The awards evening was hosted by Managing Director Paul McGowan who said: “It is an occasion which gives me an opportunity to congratulate those individuals who have attained

awards through long service and Superstars. “Our continued success can only be achieved and sustained with the commitment and dedication of our greatest asset – you the people

who work tirelessly for the business in delivering excellent customer service. Thank you and your families for your support.” The awards presentation was followed by dinner and

entertainment including the Cockenzie & Port Seton Royal British Legion Scotland Pipes and Drums, Musselburgh Controller Stephen Higgins as Elvis and a disco.

Duncan Nicolson, Bannockburn; Kenneth Frost, Larbert.

SPRING 2016 I YOUFIRST

You First SE p6-7

7/4/16

12:34

Page 1

6 LONG SERVERS & SUPERSTARS

LONG SERVERS & SUPERSTARS 7

Long Service 20 Years Service Michael Bennett, Larbert; John Gilchrist, Livingston; William Dixon, Galashiels; Jayne Maclennan,Carmuirs.

25 Years Service

Livingston Engineering Chargehand John Duffy who has passed his 35 years’ service milestone.

Bannockburn Driver Alex Japp has completed 41 years of service.

Driver Kevin McLelland, who has notched up three decades of service, pictured at Livingston depot.

Larbert Driver Gavin Johnston has 33 years’ service.

Superstar Overall Winner Tommy Rooney is presented with his certificate by Managing Director Paul McGowan at the awards evening.

Forty loyal employees clock up

YOUFIRST

SPRING 2016

40 Years Service Alex Japp, Bannockburn; Thomas Grant, Livingston.

Long serving stalwarts and Superstars pictured at the awards ceremony.

45 Years Service The awards evening was hosted by Managing Director Paul McGowan who said: “It is an occasion which gives me an opportunity to congratulate those individuals who have attained

awards through long service and Superstars. “Our continued success can only be achieved and sustained with the commitment and dedication of our greatest asset – you the people

who work tirelessly for the business in delivering excellent customer service. Thank you and your families for your support.” The awards presentation was followed by dinner and

entertainment including the Cockenzie & Port Seton Royal British Legion Scotland Pipes and Drums, Musselburgh Controller Stephen Higgins as Elvis and a disco.

Duncan Nicolson, Bannockburn; Kenneth Frost, Larbert.

SPRING 2016 I YOUFIRST

You First SE p8

7/4/16

12:41

Page 1

Staff Manager promoted to new operations challenge

New Operations Manager Jim Burns pictured at Bannockburn depot.

LONG-SERVING Jim Burns has been promoted to Operations Manager with responsibility for both Bannockburn and Balfron. As Staff Manager, he led a small team at Balfron which picked up the Depot of the Year title at the inaugural First Scotland Excellence Awards last year. Jim, a busman for 31 years who prides himself on being a team player, has held various roles over his career including shunter, driver, Trade Union

Learning Rep and depot traffic assistant. He said: “I’m in a new and challenging job but I have the support of two great teams. For me it’s about empowering them to deliver the best services they can for our customers while helping them move on and progress in their own careers. “I’m a firm believer in something Abraham Lincoln once said and that is – the best way to predict the future is to create it.”

Charlie returns to see old pals IKE all good scouts, former Driver Charlie Stevenson is always prepared – so he wasted no time in accepting an invitation to meet up with his old bus pals this year. The long-serving Secretary and Appointment Secretary of the Falkirk District Executive Scout Council attended the annual First Scotland East Safety Conference for a catch up. The 64-year-old, who retired after nearly 50 years on the buses, said: “Midland Bluebird invite staff back during the first year of their retirement and it was great to meet up with colleagues.” Charlie’s bus career began in 1968. He first worked on the office side, later organising

Long-serving Midland Bluebird stalwart Charlie Stevenson now devotes much of his spare time to the scouting movement. trips and excursions before spending more time behind the wheel after privatisation. He has been busier than ever since retirement and now devotes much of his spare time to scouting – a movement he has been heavily involved in since joining as a

Search is on for rare drivers badges BUS memorabilia enthusiast Darren Wilson has launched a UK-wide quest to track down 1970s PSV badges to fill in the gaps in his collection. The Galashiels-based Driver has contacted colleagues at other First operating companies through their staff magazines and via the Better Journeys for Life website to say he is willing to pay good money for right badges.

YOUFIRST

SPRING 2016

Darren said: “I’m looking for two types of badges. I’d love to hear from anyone with FF drivers badges in a pale, luminous red issued around 1976 to 78 and also FF conductors badges with a very thick font and a very dark green border issued around the late 70s.” Anyone who can help, please email darren.wilson444@btinternet.com or call him on 07834 772666.

Wolf Cub aged eight. Over the years he has been a Cub, Scout and Venture Scout when he gained the Queen’s Scout Award. “As an adult he has held various roles from Cub Leader to District Commissioner and in 2008 Charlie was awarded the Silver Acorn in recognition of specially distinguished service to scouting. The classic line when you become a scout leader is that it’ll only take up two hours a week. I’m doing a good deal more than that these days. “Apart from my role as Secretary, I’m also involved in training adults and there’s a group of us who look after one of our camp sites. “I also spend a great deal of time with my family and three grandchildren and I’m interested in researching local and family history. I really enjoyed my bus career and I do miss the people and a lot of the customers but I don’t miss the driving.”

You First SE p9

7/4/16

11:58

Page 1

NEWS 9

Twin girls

Shaun Fotheringham and Michelle Ashman with their twin daughters Hanna, left, and Heidi.

take a bow ARBERT Drivers Michelle Ashman and Shaun Fotheringham are now proud parents to twin girls after first finding love at the depot. Heidi and then Hanna were born 42 minutes apart on December 2 last year – Heidi weighing just over 5Ibs and her sister a little more than 4Ibs 9 ounces. Now happily settled at home, the girls are sleeping through the night though their arrival was not without its trauma. Mum Michelle, who joined First in 2011 and carried on driving into the sixth month of her pregnancy, said: “My biological dad is a twin

so we knew it was a possibility but when we found out at the 12 week scan that we were expecting two I burst out greeting. “Shaun was in shock and I was happy but dreading the labour. That ended up being induced on November 30 at 37 weeks. “Nothing happened on the Monday, nothing on Tuesday and then on Wednesday it all kicked off. Both were born naturally. Hanna ended up in ICU with suspected sepsis and I was anaemic. “I lost two and a half pints of blood during the labour and also suffered blood clots in my lungs but we’re all okay now.

“It wasn’t the easiest start but we've had plenty of support from our families and folk are always popping in from the depot – not to see us mind but asking after the girls. Shaun is brilliant. He’s very hands on with the nappies and feeds and doesn’t need asking to do anything.

“He’s now back at work and I’m on maternity leave until November. For the time being I’m just enjoying my time with the girls.” Shaun, a driver for five years, said: “I love being a dad – it’s tiring but rewarding. At least I get a bit of a break when I go to work.”

New Borders home scoops town centre regeneration title

Driver Lee Stewart helps customer Jules Reeley with journey advice at the award-winning Galashiels Transport Interchange.

THE new home of First Borders has scooped a prestigious accolade at the Scottish Property Awards after receiving accolades from both staff and customers. State-of-the-art Galashiels Transport Interchange went up against a range of projects from across Scotland and was named Town Centre Regeneration Project of the Year. Since opening in August last year, thousands of people have used the £5.3 million interchange to access the bus station and Borders railway, which boast a Real Time Passenger Information (RTPI) system. Employees have benefited

from a main rest room, a quiet room and a much larger control room, while customers can now sit in the warmth to wait for their bus. First Borders Staff Manager Gordon Grant said: “The facilities are excellent and a marked improvement for both staff and passengers. Having a large rest room and a quiet room is great for staff to relax and enjoy a bit of peace and quiet. “Having the RTPI system up and running is also making things much more efficient and it’s a lot easier for staff in the control room to track and contact all of our vehicles.”

Potential hazards recreated at safety conference EMPLOYEES attending this year’s Safety Conference had the chance to tour life-sized recreations of potential hazard hotspots and heard speakers emphasize ways of keeping safe regardless of the environment. Around 80 staff from a range of roles across the OpCo, were invited to The Risk Factory – a purpose-built venue in Edinburgh designed to highlight the everyday risks that can affect people. Experienced volunteers were on-hand to guide them around the venue and share their expertise, while the group also heard

talks on everything from consequences of possible hazards unravelling to the impact of death in the workplace and the benefits of good and bad posture. Managing Director Paul McGowan used the conference as a platform to praise colleagues for their level of commitment and brief them in relation to the ongoing focus on reducing the number of low-level collisions. First Bus Insurance Manager Richard E. Brown said: “The challenge was to build on the successful event we held in Falkirk in

November 2014 which focused on passenger and employee injuries and examined the risks that are present to all of us in a range of environments. “While there is no room for complacency, the number of our people being injured at work continues to drop significantly alongside injuries involving our passengers. “Hands-on events like this year’s conference help to continuously emphasize the importance of being vigilant in the workplace.”

SPRING 2016 I YOUFIRST

You First SE p10

7/4/16

12:06

Page 1

10 NEWS

True story videos analyse cause of accidents FOUR drivers involved in road traffic accidents have retold their stories to help others avoid similar situations. The short films use CCTV footage to analyse what went wrong and then apply Smiths principles – rules which when applied can help drivers drive more safely and avoid collisions – to show how safer driving practice would have helped in each scenario.

The campaign reinforces the five Smiths principles of Aim High ® In Steering, Get The Big Picture ®, Keep Your Eyes Moving ®, Leave Yourself An Out ® and Make Sure They See You ®, which are known to reduce accidents when kept at the front of drivers’ minds. ● Look out for the videos on betterjourneysforlife.com and on leaflets and screens around the depots.

Simple, smart and seamless plan for future VERYONE at First Bus is being urged to place a new focus on customer service to build a more successful future for all. Research is underway to help the company understand customers’ changing expectations of public transport and develop services which fit. At the heart of the drive is the plan to make everything the company does to look after its customers simple, smart and seamless. Discussions with customers, employees and even people who don’t use the bus has shown a clear need for improved information, easier access, more reliable services and a better customer experience all round. First Bus Commercial Director Mark Powles said better use of technology and more relevant information would help customers integrate bus transport into bigger journeys, which might start

and finish by bike, on foot or in a taxi. And he said everyone had a role to play in building customers’ trust of services, vehicles and staff to push bus travel up their list of priorities. Mark said: “Feedback from the research will be shared with colleagues in April and we will use it to prioritise action to create a better customer experience.” He said everything from providing better technology and information to cleaner buses and giving a friendly smile and welcome to the bus would make a difference in making sure more customers choose the bus as part of their journey. Moves are already underway to achieve this. Two existing apps, for mTicketing and journey information, will be relaunched later this year in a new, improved single app. A huge investment in new vehicles will continue this year,

Travel Shop Assistant Vanessa Cooke helps customers Susan Tatton, centre, and Ann Newton, at the travel shop in Stoke-on-Trent bus station. with more double deckers being introduced on key routes. And work has started on developing smart, modern new uniforms, with employees being consulted on design and practicality. Mark said: “I see huge opportunities to be more customer focused, to improve customer numbers and revenues, and this drives the profit we need to continue to invest in First Bus and its employees.”

Bring the page to life with our exciting mobile app

Download our free First Scotland AR app from the app store. YOUFIRST

SPRING 2016

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

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

Nominate now for Awards 2016 HUNDREDS of nominations have already been received for this year’s First Bus excellence awards. The awards will recognise outstanding achievement where First Bus people have excelled over the last year, gone above and beyond and done a fantastic job. Any employee can nominate colleagues for an award across 15 categories. To nominate visit firstgroup.com/excellence awards, pick a category; nominate a colleague or a team; write a few words about why they should win; and click submit. For each nomination received, First Bus will donate £5 to Prostate Cancer UK. In the last year First Group has donated over £350,000 to its Charity of Choice.

You First SE p11

7/4/16

12:11

Page 1

NEWS 11

III IIIIII II II

III III II III I II

III IIIIII II II II

with

IIII IIII II II I

NATASHA STEVENSON, Larbert Driver, tells us about her love of To Kill A Mockingbird author Harper Lee, the Tudor era and her desire to visit America.

Tell us about your previous jobs with First and elsewhere.

Before I started working for First Group I had worked in a local hotel as a housekeeper. What is the main challenge of your job?

Kenny Burt with his safety trophy.

The main challenge of my job is doing routes where I am unsure of the area. There’s always the risk of taking an impromptu detour! What has been your proudest achievement?

Safety work recognised ARBERT-BASED Staff Manager Kenny Burt picked up an award at the annual Safety Conference for his work to highlight the safety and financial impact of collisions. Kenny said: “I won a wee trophy and £50 worth of High Street vouchers. I didn’t expect it. I’m just doing my job. It’s all about continuous communication and highlighting all aspects of what happens when there’s a

collision. It’s first and foremost about passenger safety. “The depot has a dedicated collision board in the driver walk-in area. Every time there’s a collision it gets updated to give a total number of incidents and the cost of repairs involved. “It’s too early to say if it’s having an effect and getting collisions down but even if it was, you wouldn’t just stop. We’re going to keep going.”

her books and actor Channing Tatum who could give us a brilliant dance and provide some eye candy! How do you relax?

I relax by spending time with family and friends, going out or enjoying a new book. If you had a time machine which era would you visit and why?

I’d visit the Tudor era because it was my favourite part of history during school, especially Henry VIII’s reign.

My proudest achievement would be passing my bus driving test because it’s something I never thought I’d have been capable of.

Where do you like to go on holiday?

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

What is the best advice you have ever been given?

The author Harper Lee as I’m sure any conversation would be as good as

I’ve never been, but I would love to go to America and visit Las Vegas and Disneyworld.

When I started at First my dad told me to wait six months for it to settle down. I did and I love it.

Jim to zip across the Clyde A bid to raise as much as possible for children’s cancer charity Clic Sargent will see Larbert Driver Jim Lewis launch himself across the River Clyde on a zip wire from a 150ft high crane. The daredevil will take on the ‘Zip Slide the Clyde’ challenge alongside his partner Margaret Anne and four of her colleagues from Inksters Solicitors, based in Glasgow. Jim hopes that

donations from friends, family and colleagues will see him reach well over £120, which is the minimum amount each fundraiser is required to meet. He said: “It sounds a nerve-wracking thing to do but I’m sure that once I am at the top of the crane it will be fine and the fact that we’re raising money for a good cause makes me more determined to do it.”

Natasha Stevenson with a copy of To Kill A Mockingbird.

SPRING 2016 I YOUFIRST

You First SE p12

7/4/16

12:35

Page 1

12 NEWS

Ruth Forrest with a pair of trousers she wore before her diet. Below, Ruth with the Slimming World award.

It’s now or never for Stephen’s

ELVIS tribute act

Stephen Higgins in one of his Elvis costumes.

Inspirational Ruth is

super slimmer EARNING to cook up a storm in the kitchen has helped Engineering Administrator Ruth Forrest shed more than nine stones – and she has now scooped a greatest weight loss award for her inspirational transformation. After seeing a friend overhaul her diet and lifestyle through Slimming World, Ruth decided to give it a go and signed herself up in January 2014. Since then, she has lost nine stones and half a pound through attending weekly image therapy classes as part of her membership, which she credits for giving her the motivation, advice and recipe ideas to keep going. Ruth’s achievement has seen her receive the Greatest Loser award at her local meeting group based in Linlithgow. She has learned to cook healthy, balanced meals and follows the group’s motto “nothing is forbidden”, meaning she does not restrict herself and can still indulge in her favourite treats. Ruth, a First employee for 26 years, said: “Before I joined the group,

YOUFIRST I SPRING 2016

I tended to choose quick and easy options such as takeaways and processed food. The weekly image therapy sessions are fantastic – I’ve met so many new people through the group and we all motivate each other and share tips. “The great thing about it is that it’s not your typical diet – nothing is banned, you’re just encouraged to rethink what you eat and they help you to plan and cook healthy meals at home. You’re also encouraged to snack on fruit and get out and about more. “I’m happy maintaining my current weight at the moment, but I know that I could lose even more now that I’ve learned to cook balanced and nutritious meals.”

CONTROLLER Stephen Higgins is on a strict diet and fitness regime as he bids to become Europe’s best Elvis tribute act. He needs to lose two and half stone before the official European Elvis Championship in Birmingham in January 2017 and has already entered to give himself that extra incentive to achieve his goal. Aged 53 and based at Musselburgh, he said: “I missed this year’s event because I couldn’t get the weight off. I’m getting to an age where I know that if I don’t do it now I never will so I’ve already put my name down for next year. “I’ve started walking more as well as going to the gym and I’ve already been on a total detox as part of a new diet. I’ve already lost half a stone but need to get more off before my first big gig of the year in October. It’s a 25th wedding anniversary event so I need to be fighting fit by then. I’m also booked in for a double Hogmanay show.” Stephen is planning to spend thousands of pounds on new Elvis outfits once the weight is off, both hand tailored copies of famous originals – the King of Spades jumpsuit and the black leather suit from the 1969 Comeback Special. “They will be my special treat,” he said. “I’m really looking forward to the competition so I’m having extra vocal coaching to get me in top shape. I’ll be singing Why Me Lord in the gospel section and in the main event, You’ve Lost That Loving Feeling and Bridge Over Troubled Water. “I’m booked into the event venue itself for three nights. It’s the Hilton Hotel. I’m keeping my fingers crossed it doesn’t become the Heartbreak Hotel.”