July 2012
The Institute of Advanced Motorists Group briefing welcome
Welcome to Insight, the monthly newsletter produced for IAM groups and their members. The point of snow return
The number of people killed on Britain’s roads rose last year for the first time in almost a decade. The Department for Transport claims that it’s because the mild winter meant more people driving. But the truth is more complicated than a lack of snow. The number of people killed in road accidents increased by three per cent last year, from 1,850 in 2010 to 1,901 in 2011, and this increase is particularly marked for pedestrians – 12 per cent more died in 2011 than 2010. Yes there’s the weather, but in the same year local councils in England slashed their road safety budgets by 15 per cent (£23 million) compared to average spending cuts of just six per cent for other council services. Such a disproportionate cut is bound to have an impact on road safety.
The point of snow return
Goodwood Festival of Speed 2012
I said last month that court proceedings for motoring offences had fallen by 12.6 per cent. This week an IAM freedom of information request from our policy team discovered that punishments given for dangerous driving offences are also getting weaker. The average fine for drink driving has fallen 12.3 per cent in real terms since 2001, and the average fine for careless driving has fallen by 27 per cent. The sentence for causing death by dangerous driving is just four years – 62 per cent shorter than for manslaughter.
and we shouldn’t rely on snow to do the job for us. The IAM will continue to campaign on road safety, but the fact is that in a climate of squeezed finances, we need to offer a solution as well. That’s why I’m urging all of you to think about what you can do locally. For advice on speaking to your local council about how your group can help, speak to Laura Martin at IAM Chiswick, laura.martin@iam.org.uk, 020 8996 9619.
So local road safety initiatives are being cut, dangerous drivers are less likely to get caught, and if they are the punishment is less of a deterrent. While road safety may seem costly, the returns on investment are huge
Group Insight
Simon Best Chief executive ceo@iam.org.uk
Service please
www.iam.org.uk Insight July 2012
New competencybased recognition for IAM observers
July 2012 Goodwood Festival of Speed 2012 As reported in last month’s Insight we attended Goodwood Festival of Speed again this year. Our stand was livened up by TV presenter Edd China and two of his streetlegal motorised furniture vehicles – a double bed and a desk. Special thanks to the representatives from the local car and bike groups who manned the stand over the weekend.
New competency-based recognition for IAM observers As you are no doubt aware by now we are introducing new qualification standards for observers, accredited by the IMI (Institute of the Motor Industry). At present 142 candidates from the pilot regions, two and six, have registered. Assessment will take place from the 23 July, carried out by staff examiners. Training and assessment is essential to maintain a consistent standard across observers, in much the same way we recommend continuous learning to drivers and riders. For many observers it is also important to gain official recognition of their standard, while improving their driving or riding and training abilities. Shown below is a summary of the programme. If you have any questions please contact Amanda Smith, amanda.smith@iam.org.uk, but remember that we are only piloting this new system in regions two and six at this stage. 1. The IAM is introducing two new observer grades: local observer and national observer.
2. Local observers are a direct replacement for the current qualified observer. 3. National observers will replace senior observers, but they (and their group committee) will be able to decide whether they take on training and assessing of local observers, or just stick to observing associates. 4. National observers will be qualified to a higher standard than local observers, giving observers an opportunity for continued professional development. 5. The assessment of local observers will be done by a selected national observer, who must be approved by the awarding body (IMI Awards). 6. The assessment of national observers will be done by IAM staff examiners, verified by a second staff examiner. 7. Both qualifications will be accredited by the IMI Awards (an educational awarding body who work mainly with the motor industry) giving local and national observers a recognised qualification.
8. The local observer training course comprises five units: • attitude • driving skills • demonstration skills • observing skills • organisational skills and knowledge. 9. The national observer training course has six units – the above plus self-evaluation – which are assessed at a higher level than for local observers. 10. There is no “written paper” in either assessment, and current qualified and senior observers should have no difficulty meeting the performance standards and competencies required of the equivalent new grades.
Group Insight If you have any ideas or schemes in your group that you think would be useful to others, please let us know. We will compile all these ideas in the groups section of the website. A recent suggestion was a website which provides free QR codes. Any ideas to ben.schofield@iam.org.uk. Go on, share the knowledge.
For more information on Insight, please contact the IAM press office, email: press office@iam.org.uk phone: 020 8996 9777 iam.org.uk Insight July 2012
JULY 2012 Service please
Direct debit payment scheme When dealing with associates we must remember the same thing. Associates are our customers. They have chosen to spend their money with us and could choose to take that money elsewhere.
Skill for Life Instalment
I wish to enrol on the Skill for Life Riding/Driving (delete as appropriate) programme payable in Your details (block capitals 6 x £25 monthly payments please) by direct debit. Mr/Mrs/Ms/Miss/other: Surname:
First name(s):
Home address:
• One dissatisfied customer will tell ten people
I recently bought a new car. I went to the garage, picked it up, and drove proudly home. Job done you might think. Until I indicated to turn right into my road, and nothing happened. I rang the garage and they arranged for me to bring it back in. Promptly, efficiently, but with no apology. I took it in, they tinkered and fiddled, and fixed it. They also bamboozled me with a load of technical jargon about what the issue was. But still at no point did they say sorry. What should have been an enjoyable experience has been overshadowed by a complete lack of courtesy by this particular dealer, and would I deal with them again? No. The good news with customer service is that if any issues are rectified, or at least recognised, straight away, there’s generally no harm done.
• It costs six times as much to get a new customer as it does to retain an existing one Bear in mind the following points when dealing with customers: • Do what you say . . . • . . . when you said you would do it • be friendly • efficient • explain clearly what the process is • communicate regularly • ask for feedback • apologise and amend if things go wrong. If you have any customer service questions please drop Pat Doughty an email, pat.doughty@iam.org.uk.
Dates for the diary • The summer edition of Advanced Driving magazine will be with you by 10 August, and this issue includes the annual reports and accounts. Have a look through and let us know if you will be attending this year’s AGM, which is on 21 November in Chiswick. • This year’s national conference will be on 6 and 7 of October on Warwick University campus, with cars on Saturday and bikes on the Sunday.
Award winners at the IAM car conference, 2011
www.iam.org.uk Insight JULY 2012
Postcode:
Day:
Evening: Email address*: Car/Bike model:
address I consent to being
contacted by the IAM and
its affiliated local groups.
I understand that my details
will not be passed on to
other third parties.
Instruction to your bank or building society to pay by Direct Debit
Please fill in the form and send to your bank. Name and full postal address of your bank or building society To: The Manager Bank/building society
Service user number
9
Address
4
0
8
Reference (this will be the IAM member number
Name(s) of account
0
9
allocated during processing
so please leave blank)
Instruction to your bank or building society Please pay IAM Direct Debits from the account detailed in this Instruction subject to the safeguards assured by the Direct Debit Guarantee. I understand that this Instruction may remain with IAM and, if so, details will be passed electronically to my bank/building society. Signature(s)
Postcode holder(s)
Branch sort code
Bank/building society
• One satisfied customer will tell only five others
Date of birth:
Telephone (inc area code) Mobile: Car/Bike make: *By providing my email
Did you know:
plan
As an alternative to the £139 upfront payment for Skill for Life Advanced the IAM are also offering Driving or Riding programme an instalment payment s, plan, with six consecutiv payable by automatic e monthly payments of direct debit. £25, The total cost of this option is £150 and allows you to spread you payments for the advanced driving over the typical timescale or riding programme resulting passing! As with the normal in taking the IAM advanced Skill for Life programme test, and hopefully , this option includes everything the cost of the exam itself and your first full year you need, including membership of the IAM 6 monthly payments, (annual membership worth each of £25 will be taken £33). from the nominated bank each month. The direct account on or around debit will automatically the 1st of cease after the sixth payment.
account number Date
Banks and building societies
may not accept Direct
This guarantee should
Debit Instructions for some
be detached and retained
types of account.
by the payer.
The Direct Debit Guaran
tee
• This Guarantee is offered • If there are any changes by all banks and building societies that accept to instructions to pay Direct in advance of your account the amount, date or frequency of your Direct Debits Debit IAM will notify you being debited or as otherwise amount and date will be 10 working days agreed, If you request given to you at the time IAM to collect payment, • If an error is made in confirmation of the the payment of your Direct of the request paid from your bank or Debit, by IAM or your bank or building society, building society – If you • You can cancel a Direct receive a refund you are you Debit at any time by simply not entitled to, you must are entitled to a full and immediate refund if the amount Please also notify us. pay it back when IAM contacting your bank or asks you to building society. Written conformation may be required.
As an alternative to the upfront price of £139 for Skill for Life car or bike, we are introducing a direct debit payment method for people considering taking the course. This will give customers the choice of either the normal oneoff upfront payment of £139, or the opportunity to pay by direct debit, paying £25 per month over six consecutive months. Of course, this totals £150 so has a small premium, but provides some customers with an alternative way of spreading their outgoings. We will send more information to your group separately, following this issue of Insight.