Transport & Logistics Issue 145 by T & L Online

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ISSUE 145

TRANSPORT &LOGISTICS T H E

I N D U S T R Y

F O R WA R D

ISSUE 145

D R I V I N G

r u o h 24

BELL TRUCK SERVICES

TRANSPORT & LOGISTICS MAGAZINE

RECOVERY SPECIALISTS

ALSO INSIDE:

GIBRALTAR AIRPORT PAGE 72

ROTHBURY MOTORS PAGE 64

RICHARD READ TRANSPORT PAGE 14

PLUS: EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST PAGE 42

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THE STANDING START LEVY FOR FOREIGN HAULIERS IS WELCOMED he sooner the better was the word “on the street” as the new HGV levy on

foreign hauliers driving vehicles of 12 tonnes and more went into action this month, nearly a year ahead of its planned introduction. Now, international truck drivers operating on British roads aren’t exempt from paying tolls and

PUBLISHER: Noah Quirke EDITOR: Daniel Stephens MAGAZINE MANAGER: Shane Kelly FEATURE MANAGERS: Stefan Drakes Ray Clayton Eddie Hunt ART EDITOR: Steve Williams DESIGNER: Stacey Brewer ` CONTRIBUTORS: Jeff Senior Liam Brown

levies. The new legislation will help British hauliers become more

competitive given that they have always been subject to road charges when delivering goods into Europe. The levy applies to all foreign vehicles with different bands reflecting vehicle type, weight and number of axles. UK operators will feed into the system through their Vehicle Excise Duty while foreign operators must pay before using UK roads. This new development has been widely welcomed, and can certainly be seen as a proactive action to boost British business and continue the post-recession rebuilding of the economy. Indeed, the hope if not the expectation, is that it will massively boost the British haulage industry’s competitiveness while providing a level playing field across Europe giving UK firms better opportunities to win business. It is definitely fairer, a term being banded around government circles as part of its

PRODUCTION: Vicki Lindsay Lisa Pollinger

promise to boost the economy and help British businesses. The levy is complemented by

ADMINISTRAT0R: Charlotte Lewis

HGV Vehicle Excise Duty until at least 2015.

ACCOUNTS: Nick Charalambous Transport & Logistics Magazine is published by: NQ Publishing, 6th Floor, Crown House Southgate, Huddersfield HD1 1QX Tel: +44 (0)1484 411 400 E-mail: noah.quirke@nqpublishing.com www.tandlonline.com

the duty on standard diesel now being lower than it was in 2010 alongside the freeze on The RAC agrees, with spokesman Simon Williams, saying, “For some time, UK hauliers have been trying to compete with foreign trucks that don't have to pay to use our roads while our lorries driving abroad have to pay to use many roads. It's right that large foreign vehicles should have to contribute to the maintenance of our roads, and the HGV road user levy should be the mechanism for that as all HGVs – UK and foreign – will have to pay it. “Due to the structure of the levy and the changes made in paying Vehicle Excise Duty for UK-registered trucks, British hauliers are expected to end up paying similar amounts to those they were paying before. In time we will see whether this proves to be a benefit

Transport & Logistics Magazine is published by NQ Publishing. Company registered in England & Wales. All material is the copyright of NQ Publishing. All rights reserved. Transport & Logistics Magazine is the property of NQ Publishing. This publication may not be reproduced or transmitted in any form whole or part without the written permission of a director of NQ Publishing. Liability: while every care is taken in the preparation of this magazine, the publishers cannot be held responsible for the accuracy of information herein, or any consequence arising from it. In the case of company or product reviews or comments, these have been based upon the true and honest opinion of the Editor at the time of going to press.

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to UK hauliers in terms of competition with their continental rivals and how much money revenue is generated by foreign trucks using our roads.”

DANIEL STEPHENS EDITOR

TRANSPORT & LOGISTICS MAGAZINE

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CONTENTS

INSIDE SECTIONS

NEWS LEGAL LOGISTICS COMPANY PROFILE NATIONAL HAULAGE RECOVERY TANKER REVIEW BUS AND COACHES AIRPORTS OF THE FUTURE LEASING PALLEX LOCAL AUTHORITIES LOOKING BACK AT...

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BELL TRUCK SERVICES

FEATURES News The latest top stories Backhouse Jones Are you mates with the DVSA? TNT Express Sure we can Richard Read (Transport) Ltd Customer focused E H Nicholls Tailor-made haulage Hallmark UK The hallmark of excellence East of England Ambulance Service NHS Trust Improving services Bow Distribution Others promise... Bow delivers Bell Truck Services 24 hour recovery specialists M8 Recovery Attention to detail Eden Garage 40 years of great service JW Tank Services Ltd Specialist tanker services A & B Clark Delivering reliability Travel de Courcey Giving passengers something different Eastons Coaches Quality without compromise Wilson’s of Rhu Travelling in luxury Rothbury Motors Northumberlands friendliest coach company Ross Travel Group Quality rental coaches Fye’s Executive Travel Accessible travel specialists Gibraltar International Airport “A little piece of the UK in the sun” BVRLA Promoting responsible road transport Tusker Fleet management specialists Cumbria Logistics Flexible approach North Ayrshire Council Great Strides Looking Back At... Clement Ader

4 9 10 14 18 24 28 32 36 40 42 46 48 50 58 60 64 66 70 72

FYE’S EXECUTIVE TRAVEL

78 80 84 88 92

@TandLMagazine

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CONTENTS

GIBRALTAR INTERNATIONAL AIRPORT

YELLOW BUSES

EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST

RICHARD READ TRANSPORT

WILSON’S OF RHU

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NEWS

FOREIGN HAULIERS CHARGED TO USE UK ROADS FOREIGN road hauliers will be charged to use UK roads for the first time from April. This should help the UK haulage sector to compete more fairly with their foreign counterparts, as currently UK truck drivers working in Europe have to pay tolls and levies when delivering goods abroad, yet foreign trucks operating in the UK do not have similar charges. The charge is part of the coalition’s promise of a fairer deal for UK hauliers, including lower duty on standard diesel than in October 2010, and no increase in HGV Vehicle Excise Duty (VED). The levy is structured in a series of bands which reflect vehicle type, weight and number of axles. UK operators will pay the levy at the same time as Vehicle Excise Duty (VED) in one transaction for administrative ease. At the same time as introducing the levy, the government is reducing VED, so much so that more than nine out of ten UK vehicles will pay no more than they do now.

From tomorrow foreign operators will have to pay the levy before using UK roads. Discounts are available for longer periods with charges varying between £1.70 and £10 per day or £85 to £1,000 per year. The transport secretary Patrick McLoughlin said the HGV Road User Levy will “provide a massive boost for the UK haulage industry” and will “create a level playing field across Europe, giving UK firms a much better opportunity to win business.” The HGV Levy is being brought in almost a year ahead of schedule. “It is good news for the UK as a whole that we will now receive contributions from non-UK trucks using our roads," said Simon Fraser, manager director, Lombard Shipping. The government is also investing £3.3 billion in major road schemes which will provide over 500 miles of additional lane capacity to the strategic road network and £10.7 billion to add at least 400 miles of capacity on the busiest motorways.

LUFTHANSA CARGO CALLS FOR WORKING TO REDUCE AN END TO ‘DOUBLE SCREENING’ FUTURE STORM IMPACT

LUFTHANSA Cargo has called for political action to eliminate the need to “double-screen” transhipment cargo under the EU’s incoming ACC3 air freight security regime, claiming it causes higher costs and longer transit times without increasing security. Speaking at the company’s sixth security conference in Frankfurt, operations director Karl-Rudolf Rupprecht praised many elements of ACC3, which

aims to ensure a uniform security level for shipments flying into the EU from non-EU airports when it comes into force on 1 July. But there was “still need for political action” in some areas of implementation, he told the conference of 250 representatives of the logistics industry and other stakeholders – including Jörg Mendel, President of the Federal Office of Civil Aviation in Germany.

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After the devastation to the rail lines in the south west UK, David Cameron announced a £31 million scheme to deliver 10 rail resilience projects, including work at Cowley Bridge in Exeter, to improve resilience to flooding. Network Rail will also install rainfall, river flow and groundwater monitoring around Cowley Bridge Junction and Chipping Sodbury.

He also declared £30 million for local authorities in England affected by the harsh weather for road repairs. Secretary of state for transport Patrick McLoughlin said: “We’re working with transport operators to make sure everything that can be done to reduce the impact of the storms and floods on our transport system and speed up recovery is being done.”

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NEWS

FREIGHT THEORY IN MH370 MYSTERY HIGHLY flammable freight has emerged as one of several possible theories to explain the disappearance of Malaysia Airlines flight MH370 on 8 March. The B777-200 aircraft was carrying lithium-ion batteries which have been known to overheat and cause fires to break out. Used in mobile phones and laptops, they have been responsible for more than 140 incidents on aircraft over the past 23 years.

The theory is that the lithium-ion batteries ignited in the B777’s belly hold, triggering toxic fumes which swiftly rendered crew and passengers unconscious on inhalation. Having initially denied that the aircraft was transporting any dangerous cargo; Malaysia Airlines admitted that were lithium-ion batteries on-board but underlined they were packaged according to safety regulations.

NEW RAIL GATEWAY TO LANDLOCKED COUNTRIES ENHANCING Mombasa’s role as a major trade gateway to East Africa’s landlocked countries is one of the main aims of a US$13.8 billion flagship railway project which was launched by the Kenyan authorities late last year. It will provide a much-needed alternative to the country’s congested and pot-holed roads which convey the majority of the country’s freight.

The $5.2 billion first phase of the project, funded by Chinese capital, covers a 280-mile stretch between Mombasa and Kenya’s highland capital, Nairobi. The work is being carried out by state-owned China Road and Bridge Corporation (CRBC) and is slated for completion by 2017. Last summer, CRBC completed the first phase of an expansion at Mombasa’s port.

RISK MANAGEMENT

BUSINESS is a risky business and transport and logistics operators are perhaps exposed to more risks than the average business. Some, like bad weather or motorway closures are beyond their control, whereas others, like vehicle maintenance and driver working practices, can and should be properly managed and controlled. However, as operators are increasingly being pressured by customers to shorten deadlines and cut rates, small and seemingly innocuous risks can be ignored or overlooked and very easily escalate into major problems. For example, being stopped for a faulty brake light can easily lead to a full VOSA inspections resulting in vehicles being taken off

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the road and in extreme cases, Operators licences being withdrawn. Having an effective risk management framework in place can help businesses more easily manage the risks and help prevent the problems that can result. To help businesses manage these risks, DSH, the Kent and Herts based accountants and business advisors have teamed up with Towergate Insurance’s Sevenoaks office to run a series of seminars aimed at helping businesses manage their risks. These free events cover risk appetite, risk awareness and setting up a risk management framework. Further information can be got from www.dsh.co.uk/events.

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NEWS

RYANAIR CREATES 200 JOBS AT NEW TECH HUB BUDGET airline Ryanair has announced the creation of 200 new jobs as it also proceeds with a digitally-led customer charm offensive. The airline will re-launch its website in the middle of April and plans to launch a mobile phone booking app in June. The jobs will be based at the airline’s new technology hub in Dublin. They come as part of a wider expansion that will see 500 new pilots, engineers and cabin

crew recruited in 2014. In February Ryanair reported a £34m loss for the last three months of 2013. And Ryanair passenger numbers fell 200,000 in March to 5.2m, down 4% on the same month a year earlier. It blamed the timing of Easter for the falling passenger numbers. But the airline also said that it expected total passenger numbers for its financial year ending March 2015 to rise to 84m, from 81m this year.

LE HAVRE RO-RO TERMINAL IN EXPANSION MODE LE HAVRE port’s RORO Max automobile terminal is eyeing further expansion despite a double-digit dip in annual traffic. Last year it handled around 305,000 new and used vehicles, down 10% on 2012, with imports accounting for just over 200,000 vehicles. The Port Authority, the GPMH, largely attributed the decline to fluctuating demand in the automotive market sector. And 2014 got off to a bad start too when Nissan transferred import shipments for new cars

manufactured in the UK – representing more than 95,000 vehicles annually – from Le Havre to Zeebrugge. However, this negative trend is viewed as a temporary setback by the GPMH, who, supported by the French government and the Regional Council, have plans for Le Havre to emerge as “the benchmark port for stakeholders in the automotive industry worldwide. By 2020, the objective is for RORO Max to handle 500,000 vehicles.

TAXMAN MOUNTS TRIPLE ATTACK ON SUSPECTED FUEL FRAUDSTERS A LAUNDERING plant capable of producing around 24 million litres of illicit fuel a year has been shut down by HMRC and the Police Service of Northern Ireland (PSNI) at a disused farm in the Cullyhanna area of South Armagh. Nearly 80 tonnes of toxic waste were removed from the site during the raid on 25 March. In unrelated activity, a 24 year old man from Antrim was arrested on 24 March after HMRC and the

PSNI raided a filling station in the Antrim area. At that site, a van was found with concealed tanks delivering over 2,000 litres of suspected illicit fuel. The man was later released on bail. On Friday 21 March, meanwhile, HMRC seized a 40ft trailer during an enforcement operation in south Armagh, after finding a 33,000 litre tank on board thought to be used for the covert transport of illegal fuel.

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AIR FREIGHT RECOVERY CONTINUES THE RECOVERY of global air freight markets continued into February with a 2.9% increase in demand, year on year, although a slight rise in inventory-to-sales ratios contributed to the growth rate slipping from the 4.3% recorded in January, according to the latest figures from The International Air Transport Association (IATA). The first two months of 2014 have seen an overall 3.6% improvement in demand over the previous year, continuing a strengthening in cargo markets that began in the second half of 2013. IATA said the “fundamental

drivers” of air freight remained “broadly positive”, suggesting that the lower growth in February was likely due to temporary factors leading to volatility in volumes. IATA’s freight model indicated that world trade growth contributed 2 percentage points to the 2.9% increase in flown tonne kilometres (FTKs), while a slight rise in inventory-to-sales ratios had about a 1.2 percentage point dampening effect. IATA said the rise in inventories was “likely reflecting improvements in business conditions, which point to stronger output and sales ahead”. Nevertheless, the airline

UK’S PORT OF FELIXSTOWE BOOSTED BY NEW RAIL LINE THE PORT of Felixstowe’s rail advantage is set to grow further with the official opening of the Ipswich Chord on Monday 31 March 2014. The new Chord, funded by the Strategic Freight Network fund, and European Union Trans European Transport Network (TEN-T), will reduce rail freight journey times to and from the

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UK’s largest container port by one hour in each direction providing a substantial performance and efficiency improvement for both rail and sea freight operators. It provides a direct route to the main line for freight traffic from the Port of Felixstowe, avoiding the need to access and reverse in the sidings at Ipswich Yard.

association warned of several potential risks, including companies continuing to “on-shore” their manufacturing supply chains, encouraged by an increasing number of protectionist measures introduced by many of the world’s top 20 economies. While the outlook for air freight remains “broadly positive, consistent with the cyclical pick-up in global economic growth”, IATA Director General and CEO Tony Tyler said the current growth in world trade was slower than expected at this point in the economic cycle, largely due to on-shoring.

The association said that while the US and Europe were gaining economic momentum, certain indicators of China’s economic performance “suggest that there is potential for a slowdown in early 2014 − specifically in manufacturing and forwardlooking export orders”. IATA concluded: “These factors will likely keep future growth in air freight demand contained, but still stronger than the performance in 2013.” Global air freight traffic grew 1.4% in 2013, boosted by improvements in demand in the second half of the year.

GOVERNMENT BACKING FOR GAS TRUCKS THE Department for Transport (DfT) has published papers and recommendations setting out plans to facilitate HGV vehicles’ move to biomethane/natural gas as a lower carbon fuel option. This follows a series of recommendations made by The Society of Motor Manufacturers and Traders (SMMT) and its members as part of the Low Emission HGV Task Force.

This group fed into DfT decision makers throughout the process of evaluating the latest set of proposals. As part of a range of new and emerging technologies, SMMT and the Task Force consider the use of natural gas and biomethane in HGVs as an important part of reducing carbon emissions from freight operations.

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LEGAL LOGISTICS

ARE YOU MATES WITH THE DVSA?

The Driver and Vehicle Standards Agency (DVSA) is the new name for Vehicle and Operator Services Agency (VOSA). Jonathon Backhouse explains why it’s now time to re-assess our relationship with them s most of you will now know the Driver and Vehicle Standards Agency (DVSA) is the new name for Vehicle and Operator Services Agency (VOSA). With a new name comes a new start and perhaps it’s time to re-assess your relationship with VOSA. I always say that it’s much harder to enforce against someone with whom you have a good relationship with and good relationships of course should always be built on trust. So the first question is, “do you trust the DVSA?” If the answer to this question is “no”, the next question is “why not?” It may be that you do not trust them but in reality that’s because you do not really know them. If you start from the basics that they want the same as you – safe vehicles on the road, a compliant operation and fair competition – then what is there not to trust? However if you do not know who they are; if you do not know your local officer, what efforts are you making to find out whether they are in fact decent people rather than sitting there with deep seated suspicious about people you have never met. You may of course have heard tales about DVSA (VOSA) officers acting inappropriately. However in all the years I have been looking after operators, I can only genuinely say that they have acted inappropriately on a handful of occasions. I suggest, particularly if you are the Transport Manager, that you contact your local DVSA officer; introduce yourself and take the opportunity of a name change to give your relationship a new start. They may well have information that can help you, if you would just ask.

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Jonathon Backhouse is a director of Backhouse Jones solicitors and specialises in transport law. Backhouse Jones is quoted in the UK Independent Chambers 2014 guide as being the “premier firm dealing with road transport regulatory work...with far and away the biggest market share of any firm in this field.” Jonathon is quoted as a “specialist transport lawyer at the very top of the market”. For all related enquiries, please contact Jonathon Backhouse at Backhouse Jones, 08450 575 111 or email jonathon.backhouse@backhouses.co.uk

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sure we can

COMPANY PROFILE: TNT EXPRESS

TNT Express is to install new technologies across its vehicle fleet, designed to improve fuel efficiency, driver safety and the overall speed and performance of its delivery network 10

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NT Express, the UKâ&#x20AC;&#x2122;s leading businessto-business express delivery company is to install new technologies across its vehicle fleet, designed to improve fuel efficiency, driver safety and the overall speed and performance of its wider delivery network. Following a successful pilot the company is now rolling out the use of in-cab black box camera systems to a further 500 vehicles across its fleet. The presence of RoadHawk Black Box Vehicle Camera Systems, and later analysis of data they capture, is designed to encourage safer and more fuel efficient driving, while also enhancing driver security.

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COMPANY PROFILE: TNT EXPRESS

TNT Express has been trialling the use of the cameras in vehicles operating from its Rotherham Depot over the past nine months, with 56% of drivers stating the camera’s presence had caused them to change their driving behaviour for the better and 75% stating they felt the cameras improved their personal safety and security. Alistair Cochrane, managing director of TNT Express UK & Ireland, said: “Any technology which helps us optimise the efficiency with which we transport consignments around our network in order to meet customers’ deadlines, and further improves the fuel efficiency of our

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vehicles while doing so, can only bring benefits to the businesses we serve.” The RoadHawk technology comprises a CCTV camera with a wide angle lens placed in front of the windscreen of the vehicle, which films the road ahead. In the event of an incident, it captures events on a memory card, which provides a full video display with GPS overlay on Google Maps to identify the vehicle location, speed and G-Force. RoadHawk managing director Mark Nelson, said: “RoadHawk black box cameras are discreet recording systems, easily fitted to sit behind the

vehicle’s rear-view mirror. Once installed, automatic recording begins when the vehicle is started. It records in a constant loop and automatically triggers ‘event’ files when the G-Force sensors are activated.” Adoption of the Roadhawk system will coincide with greater use of GPS trailer tracking systems, linked to Google mapping, across the company’s trailer fleet. The system will come in particularly handy given that the company has recently introduced a fleet of new collection and delivery vehicles. Featuring a more aerodynamic body design, the

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COMPANY PROFILE: TNT EXPRESS

“THIS £12 MILLION INVESTMENT IS TESTAMENT TO OUR COMMITMENT TO INCREASED FUEL EFFICIENCY RESULTING IN REDUCED ENVIRONMENTAL FOOTPRINT” 300 new vehicles provide reduced fuel consumption without impacting the volume of goods being carried. The fleet renewal programme began in late July 2013 and over a two-month period the new low-carbon vehicles replaced old vehicles on a one to one basis as they came to the end of their operating life.A total of 261 7.5 tonne vehicles were ordered from DAF, MAN and Iveco, with a further 39 12 tonne vehicles purchased from Iveco. Alistair said, “This £12 million investment is testament to our commitment to increased fuel efficiency resulting in reduced environmental footprint. We can now service our customers in a manner which has less impact on the environment.”

The revision in body design has resulted in a sleeker, more aerodynamic body which reduces drag. The introduction of plastic to the body construction has also reduced the overall weight of the vehicle by 200kg.These improvements in both reduced drag and body weight will result in improved fuel consumption on a like for like basis. Use of the new 7.5 tonne vehicles, which will operate mainly in and around town and city centres, means that customers can expect their goods to be delivered to the exact standards which they have come to expect from TNT Express, whilst reducing the impact upon the environment. With such attention to detail it comes as no small surprise to see TNT Express win two major awards at the prestigious Global Freight Awards 2013. Beating off competition from across the industry, TNT was named 2013 Express Operator of the Year, whilst James Moody, a product of the company’s graduate management scheme, was named Young Freight Forwarder of the Year.

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COMPANY PROFILE: RICHARD READ (TRANSPORT) LTD t isnâ&#x20AC;&#x2122;t an easy task developing a service that encompasses a full one-stop shop. It is even more challenging to do it efficiently and effectively. Yet, Richard Read in Gloucestershire has accomplished just that. The well-established haulage, warehouse and vehicle recovery provider has many years of experience on its side and a wealth of expertise in its ranks. The company was established in 1946 when Richard Read (still the companyâ&#x20AC;&#x2122;s Managing Director) started hauling materials for the construction and civil engineering industries around Gloucester. Never one to shy away from an investment, or hard work, the company saw impressive growth, particularly in the 1960s when it ran 87 vehicles. The business expanded to incorporate Richard Read (Commercials) Ltd, selling new ERF vehicles to customers all over the UK, while its first warehouse was built on a six-acre site at Longhope. Subsequent warehousing has been added with a 4.5 acre site at Cinderford housing a 71,000 sq ft warehouse. This modern facility has fully mobile racking installed to one third of its floor space meaning it is capable of holding around 20,000 pallets. This has been complemented by a second warehouse on the site, adding a further 21,000 sq ft. New technology has been incorpo-

CUSTOMER

FOCUSED Today, more than ever, the commercial vehicle operator must have the confidence to entrust his vehicle to people who know what they are doing. Richard Read believe they have the right team, dedicated and customer focused, to deliver that expected level of service.

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COMPANY PROFILE: RICHARD READ (TRANSPORT) LTD rated to enhance the service for customers, making it more transparent, secure and cost effective. For example, web-enabled software keeps customers aware of their products’ location at all times, while 24-hour video surveillance ensures safety and a computerised weighbridge further increases operational efficiency. All this has enabled Richard Read to establish an enviable reputation in Gloucestershire and the surrounding region for its comprehensive capability. Services today encompass haulage, transportation of pallets through UK Pallets and UPN, and warehousing, as well as vehicle recovery, maintenance and MOT testing (with provision for high-sided and heavy goods vehicles), while the company is also an approved MAN dealer of parts, servicing and sales. Richard Read’s son and namesake, who is the company’s Operations Director, says the capability of the company is extensive. Its experience in numerous sectors enables it to meet the varying needs of clients. “Sometimes we are running tankers for Bituchem, who use three of our vehicles on a contract basis, or we might be working with

Breedon Aggregates to transport tarmac or road stone. Elsewhere, we move concentrated juices for Lucozade Ribena Suntory Limited. This includes fetching products or raw materials from cold stores to take to factory or the finished product out to our warehouse in preparation for export,” says Richard. The company supplies vehicles and drivers on a contract basis to Bituchem, Breedon and Bendall Freight (which transports materials to and from feed mills), while it has 11 vehicles servicing the needs of UK Pallets and UPN for the whole of Gloucestershire and Hereford. Ten vehicles are used for general haulage, where clients include Lucozade Ribena Suntory Limited, Kuehne and Nagel, Bibby Distribution and floral product importer and manufacturer Artificial Images. Its recovery fleet consists of 13 vehicles with a mixture of heavy (over 3.5 tonne) and light trucks. Key contracts include Highways Agency, West Mercia and Gloucestershire police forces, while the company also serves the needs of many breakdown clubs for the truck, commercial and large vehicle industry.

When a narrow-boat tipped over in the Avon and Kennet canal, completely blocking the lock, Richard Read’s recovery expertise was again called to the rescue.

SERVICES TODAY ENCOMPASS HAULAGE, TRANSPORTATION OF PALLETS THROUGH UK PALLETS AND UPN, AND WAREHOUSING, AS WELL AS VEHICLE RECOVERY, MAINTENANCE AND MOT TESTING

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COMPANY PROFILE: RICHARD READ (TRANSPORT) LTD Highlighting its expertise, as well as its flexibility, it recently recovered a horsebox on its journey to Gatwick.The company dealt with the vehicle and transported the horsebox with its inhabitant, a service many companies are unable or unwilling to do when animals are involved. In complete contrast, when a narrow-boat tipped over in the Avon and Kennet canal, completely blocking the lock, Richard Read’s recovery expertise was again called to the rescue.

“WE’RE PROACTIVE AND WE WANT TO WORK WITH OUR CLIENTS TO GET THE JOB DONE PROPERLY.”

Monmouth Road Longhope Gloucestershire GL17 0QG richardreadtransport.co.uk Tel: 01452 830456

When the company was working with VOSA to develop the MOT testing station it recognised the need to accommodate high-sided vehicles. This was implemented into the development so that the company can deal with large vehicles such as double-deck buses and motor homes. Consistent with its expertise in MAN vehicle maintenance, the majority of the fleet is from the MAN range but the recovery trucks vary between Iveco, DAF and Renault. Fittingly, all vehicle maintenance is carried out in-house. Key to its success, says Richard, is having the expertise of a good set of drivers.“The drivers are very important to the standards we aim to achieve and the reputation we have established. Adapting to the various needs of our clients

depending on the job is a challenge and something we meet through the experience we have in-house and further training when needed.” The company utilises its own team of drivers but will use approved subcontractors and will even share work contracts with local hauliers when necessary. Technology has also played its part in taking the company forward. Web-enabled tracking ensures deliveries through the pallet networks are monitored, while both UK Pallets and UPN have league tables to check the effectiveness of deliveries, which encourages better performance levels and ongoing improvement. Although the company doesn’t use a telematics system it gains from a number of technologies to serve a similar need. For example, forward-facing cameras record the road for insurance purposes, fuel usage is monitored and, through Quartix, the vehicles are tracked. “An ability to say ‘Yes’ helps us stand out,” says Richard. “That’s part of being a family run business, we are very flexible. Not only can we meet the needs of our clients, if necessary we will acquire additional vehicles to meet a customer’s specific requirements.We’re proactive and we want to work with our clients to get the job done properly. “It helps that we can offer a one-stop shop as we have everything on site but importantly we pay attention to detail and that’s particularly important in what has been a tough economic climate.” Richard would like to thank the company’s key suppliers and business partners that have supported this feature. They are Commercial Group and VLT Test Systems Ltd.

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COMPANY PROFILE: E H NICHOLLS

TAILOR-MADE

HAULAGE

From their head office in Kent, EH Nichols provide tailor-made haulage operations for a number of blue chip clients throughout the UK, Northern France, Belgium, Holland and Ruhr region of Germany

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COMPANY PROFILE: E H NICHOLLS H Nicholls Jnr Ltd has been providing efficient transport solutions for businesses across the UK and Northern Europe from their Sittingbourne Depot for over 35 years. Paul Nicholls, has been at the helm for some time now, succeeding the founder of the business and his father, Ernie Nicholls, and is supported by Darren Sherlock, Finance Director and Neil Havill, Transport Director. Winning the contract to distribute all paper directly from Bowaters and Kemsley Mills in Sittingbourne, the area synonymous with the paper industry back in the 70s, was the basis on which Nicholls Transport was founded. Nicholls’ success in this area led to the development of both a UK and European distribution network and, as the paper industry reduced, business enquiries increased from Northern Europe, specifically in the FMCG sector. Originally operating only from Kent, Nicholls Transport now has strategically

placed hubs all over the UK including Birmingham, Leicester and Buxton, providing distribution and haulage services for companies operating within a wide variety of industry sectors. Their diverse, modern fleet includes over 55 artic vehicles and 160 trailers allowing for a fast and efficient UK and Europe-wide road haulage service 24 hours a day, seven days a week. The service is complemented by the company’s investment in new vehicles and regular replacement policy. This ensures optimum efficiency with no vehicles older than three years old in the fleet. In addition, all vehicles are compliant with the London Low Emission Zone Regulations (LEZ) and 100% are Euro 5, running AdBlue fuelled SCR systems to reduce emissions. Other modern technology has been brought in to optimise vehicle and operational performance such as OptiDrive to reduce engine wear and make the trucks easier and more comfortable to drive. Telematics and

ORIGINALLY OPERATING ONLY FROM KENT, NICHOLLS TRANSPORT NOW HAS STRATEGICALLY PLACED HUBS ALL OVER THE UK PROVIDING DISTRIBUTION AND HAULAGE SERVICES vehicle tracking has also enabled analysis of fuel consumption, mileage and driver performance helping to further improve standards. Over the years the business has looked to grow and develop its capability in order to enhance its services and expand its customer base. For example, the company qualified as carriers of dangerous goods, adding new trailers to accommodate this. The business is also committed to reducing the impact of its operation on the environment without compromising standards, becoming ISO 14001 accredited in 2012. Now, E H Nicholls is looking for a more suitable location to run its operations. Managing Director Paul Nicholls explains, “For many years, the growth of our business through our work directly with manufacturers

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COMPANY PROFILE: E H NICHOLLS

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COMPANY PROFILE: E H NICHOLLS in construction, food & drink and the paper industry and our broad range of FMCG clients, has meant that we had to look for a more suitable location so it made sense for Nicholls to take advantage of a prime site when it became available. The new site is situated on the outskirts of Sittingbourne in Kent, on the A249, with direct access to the Kent Motorway network and onto key ports, including Dover, Purfleet and Sheerness, across the Southeast.” Their new 29 acre site allows for expansion of the business and will house a new office facility, complete with up-to-date traffic management technology and tracking capabilities for all of the company’s 165strong trailer fleet and it will be a fantastic hub for all transport companies with vehicles travelling across the Southeast. Whilst Nicholls are in the early stages of development, the opportunities for working partnerships with manufacturers and other hauliers are endless. As Darren explains, “our new site will offer a range of

The new site is situated on the outskirts of Sittingbourne in Kent, on the A249, with direct access to the Kent Motorway network and onto key ports, including Dover, Purfleet and Sheerness, across the Southeast.

WHILST NICHOLLS ARE IN THE EARLY STAGES OF DEVELOPMENT, THE OPPORTUNITIES FOR WORKING PARTNERSHIPS WITH MANUFACTURERS AND OTHER HAULIERS ARE ENDLESS

facilities including secure overnight parking, a 6-bay commercial workshop with MOT bay, a 300,000 litre underground fuel and AdBlue facility, a drive through vehicle wash and a large warehouse facility with repacking and transhipping/restacking services. We’re already taking calls from businesses looking to be part of our exciting new venture.” The company decided to work with Kent based Provian Construction, who are on target to complete this 42-week project by Summer 2014. With an investment of £9m in this new transport hub, Nicholls have called upon the services of Robert Wynn of URS – global provider of construction, engineering and technical services – to oversee this project being developed on the Eastern Section of the Thames Gateway. The 613m2 construction will include administration offices and amenity block, warehouse and workshop.The administration offices will house a reception area, meeting rooms, a traffic office, finance office and general administration area and personal offices for

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COMPANY PROFILE: E H NICHOLLS

EH NICHOLLS JNR LTD Lydbrook Close London Road Sittingbourne, Kent ME10 1NW Tel: 01795 421777 www.nicholls-uk.co.uk

senior management. The entrance will be at the upper level for all visitors and office staff, which is an elevated space, with surrounding windows to maximise the view of the surrounding countryside and views of the Swale estuary. As the building is constructed on sloped ground this will allow a lower ground level for drivers to gain access directly from the lorry park. This will give them access to a communal kitchen and relaxation area as well as bathroom facilities including showers and changing rooms. Without the great team of drivers, traffic co-ordinators, mechanics and finance staff Nicholls wouldnâ&#x20AC;&#x2122;t

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be on the third generation of this successful family run business. In fact, Neil Havill, Nichollsâ&#x20AC;&#x2122; Transport Manager, has been at the business for 30 years with Don in the Workshop hot on his heels. Nicholls recognise that if they provide a comfortable and healthy working environment, then they will reduce the amount of time that is taken up with sick leave and continue to maximise the capacity of their staff, providing an efficient service for their clients. In fact, another feature of the new transport hub is the inclusion of a well-lit cycle shed to encourage the staff to cycle to work rather than taking the car.

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COMPANY PROFILE: E H NICHOLLS

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Hallmark Cards:feature 2 25/04/2014 10:47 Page 24

COMPANY PROFILE: HALLMARK UK

THE HALLMARK OF

EXCELLENCE

ESTABLISHED IN 1958, HALLMARK UK HAS BECOME ONE OF THE UK’S LEADING GREETING CARDS PUBLISHERS

allmark, the well-established greetings card manufacturer originally founded in the United States of America, has recently overseen a comprehensive review of its company car fleet to improve operational productivity, cost and efficiency. From its Bradford base, the UK arm of the business has become the leading greetings card publisher in the country and currently employs more than 2,000 people. Its field-based staff, who to qualify for a car must now drive over 12,000 miles per year following the recent strategic review, make use of a fleet totalling 162. The business, whose cars are overseen by its innovative facilities management team, took a proactive step to overhaul the company car offering as Hallmark looked to make efficiency savings and streamline operations. For example, vehicles will now only be offered to those with a business need while other members of staff can make use of a cash allowance.The vehicles themselves have to fit a specification profile that takes into consideration their fuel efficiency, tax bracket and carbon emissions, and following a detailed analysis of manufacturers, only cars available from the VAG Group

(Volkswagen, Audi, Skoda and SEAT) will be on offer. Hallmark began working with Lex Autolease last year as part of its fleet review, utilising Lex’s asset management programme as well as drawing upon its vast fleet management expertise. This has provided a number of benefits, the advantages of which are already being seen. In particular, allied to Hallmark’s growing commitment to the environment as part of its corporate social responsibility endeavours, the company wanted to reduce the carbon emissions of its significantly sized fleet. As part of its review, Hallmark identified the VAG Group’s range of vehicles as the ideal option for company car users, providing efficiency, suitability and reliability alongside ample choice. However, vehicles are capped in terms of their CO2 emissions at 130 g/km and users must complete additional training which will analyse driving style and thought processes in order to enhance driving ability resulting in increased fuel efficiency. Driver education will be delivered through training programmes and supplemented by toolbox talks and ongoing assessment. While driving style is

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COMPANY PROFILE: HALLMARK UK

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COMPANY PROFILE: HALLMARK UK

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COMPANY PROFILE: HALLMARK UK key to fuel economy, other areas identified by Hallmark include where car users fill their cars with petrol or diesel. More expensive providers, such as those found at motorway service stations, will be used only when absolutely necessary with the intention of filling the vehicle with enough petrol to get to a cheaper provider like, for example, a major, inner-city supermarket. Cars are leased on a 48-month contract with an expected average mileage of 80,000 during that time. Working with Lex, Hallmark has completed a wholelife costing model to take into consideration such factors as tax, fuel economy and maintenance, which has not only impacted upon which cars are available but the specification of those vehicles. Outsourcing asset management has also streamlined processes in the often challenging and time-consuming matter of accidents and incidents. Senior Facilities Manager Sue Gott, who oversees the entire company car fleet, says dealing with this complicated process of vehicle recovery and maintenance can impact on the time given to investigating the incident. With Lex’s dedicated 24/7 operation, Hallmark can provide more resources to reviewing how and why the incident took place. “Everything gets reported direct to Lex Autolease’s accident management team which is available at all hours every day. They deal with the issue straight away, taking care of all the paperwork. This is reported to

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me, our health and safety manager and our insurance broker via email almost immediately. This has significantly improved our processes because we can now deal with the problem much more quickly, and have the expertise of a specialist partner who can arrange

“WE’VE QUICKLY FORMED A STRONG RELATIONSHIP WITH LEX AUTOLEASE. THAT RELATIONSHIP IS CONTINUING TO GROW AS THEY OFFER US DEDICATED EXPERTISE THAT HAS HELPED US MAKE TANGIBLE IMPROVEMENTS.” vehicle recovery, replacement and repairs, freeing up my time to do a thorough investigation. “We’ve quickly formed a strong relationship with Lex Autolease,” adds Sue. “That relationship is continuing to grow as they offer us dedicated expertise that has helped us make tangible improvements to our fleet and the management of it. That not only includes the sorts of cars we choose but the way we run those cars and the training we provide for our field-based staff. It is about utilising their expert knowledge to our advantage and we are seeing the benefits of that now.”

Bingley Road, Heaton Bradford, BD9 6SD www.hallmark.co.uk Tel: 0800 90 20 900

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East of England:feature 2 07/04/2014 09:10 Page 28

Pic credits: East of England Ambulance Service NHS Trust (EEAST)

COMAPNY PROFILE: EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST

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East of England:feature 2 07/04/2014 09:11 Page 29

COMAPNY PROFILE: EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST

IMPROVING

SERVICES Created in 2006 and covering six counties, EEAST is investing £15m in new vehicles to improve response times and overall services

he East of England Ambulance Service NHS Trust (EEAST) is investing £15m in new vehicles in an attempt to improve response times and improve overall services. 120 vehicles will replace older ambulances, response and service vehicles within the fleet as new Chief Executive Dr Anthony Marsh pledged to improve and expand EEAST’s capability across the region. He said,“We need to get more ambulances on the road treating patients.We also need to ensure that those ambulances meet the needs of both the crews and the people they care for. It is my ambition for us to have no ambulance or response car that is more than five years old.” The Trust, one of 12 providing medical services around England, handles more than 900,000 emergency 999 calls a year across Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk. Complementing its provision of emergency call-out services, EEAST also provides out-of-hours primary care services, patient transport, commercial services and special operations such as air ambulances, emergency planning, and haz-

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ardous materials incident response. The Trust is also replacing 68 of its rapid response cars with brand new Skoda Scouts, a process it expects to complete by June. Simon King, EEAST General Manager, said: “We’re really pleased to be able to replace our older ambulances with these brand new ones. It’s important that we have as many ambulances on the road as possible and it’s also vital that they are in good working condition so that they can respond to patients in a timely and safe manner. “This has also been a real boost for the clinical staff working on them, as they recognise the importance of having reliable vehicles and the best possible environment in which to treat our patients.” Regional Mercedes-Benz commercial vehicle dealer Orwell Truck & Van made the first delivery of new ambulances in March. Based on the Mercedes-Benz Sprinter 519 CDI chassis and fitted with purpose-designed box bodies by German specialist WAS, the ambulances will replace older vehicles as they are phased out with a net fleet size increase of 27, taking the total to 310.

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COMAPNY PROFILE: EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST

John Hole, Head of Fleet at EEAST, said: “The 5.0tonne Mercedes-Benz Sprinter is well proven in operation and offers the combination of performance, reliability, safety and carrying capacity that allows us to provide a high-quality service to patients.” Key to the model’s appeal for ambulance services nationwide is the availability of a fully automatic gearbox. “This makes life a lot easier for our drivers, partic-

THE INTRODUCTION OF NEW VEHICLES COMES AFTER A CARE QUALITY COMMISSION (CQC) REPORT LAST YEAR SAID THE IMPACT ON PATIENTS WAITING FOR TRANSPORT TO HOSPITAL REMAINED A “MODERATE CONCERN”

EAST OF ENGLAND AMBULANCE HEADQUARTERS Cambourne Building 1020 Cambourne Business Park Cambourne, Cambs CB23 6EB www.eastamb.nhs.uk Tel: 0845 601 3733

ularly when they’re on a ‘blue light’ call, as it leaves them free to concentrate fully on the road,’ added John. By adapting the cupboard layout to better reflect the needs of crews, the Trust has also updated and refined the successful design of the vehicles’ WAS box bodies. It has also altered the positioning of the “Battenburg” livery to increase visibility. John also praised EEAST’s supplier as the new vehicles began to be delivered. “Orwell Truck & Van is our preferred dealer and a company with which we have enjoyed a very good relationship over many years. It provides an excellent service, maintaining some of our ambulances in its workshops, and supply-

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ing parts to our own facilities in Norwich and at Barton Mills, Suffolk.” The introduction of new vehicles comes after a Care Quality Commission (CQC) report last year said the impact on patients waiting for transport to hospital remained a “moderate concern”. The service said improvements to highlighted problems were under way. Another inspection followed in December which noted that response times to life-threatening 999 calls had not seen the level of improvement required. It cited some senior fire officers who had alleged crews often waited “excessive times” for an ambulance to arrive following road traffic accidents. However, it did find that patient experience with ambulance crews was “very good” overall and complaints about delays had fallen. The new ambulances, which are arriving at stations across the region as part of the ambulance service’s aim to improve and expand its existing fleet, will make great strides towards EEAST’s objective of delivering a better, more efficient and timely service. As part of this operational upgrade, 350 additional staff will be needed for the expanded fleet. The Unison representative Tim Roberts said: “The bigger picture [for the Trust] is a balance between solo responsibility and double-staffed ambulances. The issue for patients, and one of the reasons the CQC failed it for patient care, was around response times for people going into hospital – and this is only addressed by an increase in double-staffed ambulances.” By the time the Trust receives all the new A&E ambulances, its fleet will have increased from 283 to 310.

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orwell 8:Layout 1 25/04/2014 15:04 Page 1

Mercedes-Benz Dealer Orwell Truck & Van wins £15m front-line ambulance order Ambulance chiefs covering six counties have embarked on a major upgrade of their front-line fleet in conjunction with East Anglian Mercedes-Benz commercial vehicle Dealer Orwell Truck & Van. The East of England Ambulance Service NHS Trust has taken the first deliveries from an order for 147 new vehicles worth some £15 million. Based on 5.0-tonne Mercedes-Benz Sprinter 519 CDI chassis, and fitted with purpose-designed box bodies by German specialist WAS, all are scheduled to enter service by the end of 2014. At the beginning of the year 283 emergency ambulances covered Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk, all but 45 of them by Mercedes-Benz. Most of the new arrivals will replace older vehicles which are being stood down. However, 27 represent extensions to the fleet, which is increasing in size to 310 units, so ensuring that the Trust is ideally placed to deliver better care to its patients. Once the new order has been complete, every one of its 999 ambulances will wear a threepointed star. The Trustʼs Head of Fleet John Hole confirms: “The 5.0-tonne Mercedes-Benz Sprinter is well proven in operation and offers the combination of performance, reliability, safety and carrying capacity that allows us to provide a high-quality service to patients.” The Trustʼs latest Sprinters are powered by smooth and fuel-efficient 190 hp V6 common rail turbodiesel engines and additionally equipped with Telma electro-magnetic engine retarders to reduce wear and tear and enhance braking performance. Key to the

modelʼs appeal for ambulance services nationwide is the availability of a fully automatic gearbox. “This makes life a lot easier for our drivers, particularly when theyʼre on a ʻblue lightʼ call, as it leaves them free to concentrate fully on the road,” says Mr Hole. Other optional features specified to ensure the Sprinters are ʻfit for purposeʼ include air conditioning, adjustable steering wheels, an outside temperature gauge, halogen fog lamps, Comfort seats for driver and front-seat passenger, and an airbag for the passenger (the driverʼs bag is standard). The Trust has also updated and refined the successful design of the vehiclesʼ WAS box bodies, for example by adapting the cupboard layout to better reflect the needs of crews, and altering the positioning of the ʻBattenburgʼ livery to increase visibility. Mr Hole adds: “Orwell Truck & Van is our preferred dealer and a company with which we have enjoyed a very good relationship over many years. It provides an excellent service, maintaining some of our ambulances in its workshops, and supplying parts to our own facilities in Norwich and at Barton Mills, Suffolk.” Orwell Truck & Van Dealer Principal Jonathan Ager says: "We're delighted to have won this order from The East of England Ambulance Service. We now look forward to maintaining our excellent relationship with the Trust and to playing our part in delivering this important local service." www.eastamb.nhs.uk

Bow Dist.:feature 2 14/04/2014 09:28 Page 32

NATIONAL HAULAGE: BOW DISTRIBUTION ometimes events conspire to create opportunities that cannot be missed. For Bow Distribution, an independent warehouse and haulage provider based in Derbyshire, that opportunity came 16 years ago. Its founder, current Chairman and Finance Director Andy Bowd, who was a chartered accountant by trade and had been working as a logistics consultant for the transport industry, was tasked to examine and report on potential efficiency savings for Schades Ltd. The paper roll manufacturer, which serves the needs of Britain’s leading supermarket retailers as well as many other blue chip businesses in a variety of sectors, was eager to find cost savings in its finished goods warehouse. The report that Andy presented to Schades not only addressed this issue but highlighted efficiency savings that could be found within its entire haulage and distribution activities. The response was straightforward and matter-of-fact: “Well, why don’t you do it”. Thus, Bow Distribution was effectively born. Initially taking on the responsibilities of Schades’ warehouse, the newly formed company oversaw a number of streamlining initiatives which improved the way pallets were stored, eventually increasing capacity to 1,600 pallets in a space previously holding half as many. Bow Distribution then took over Schades’ transportation activities, overseeing signif-

S OTHERS PROMISE... ...BOW DELIVERS Bow Distribution and Warehousing Ltd is an independent transport company which has extensive UK and international networks to meet the needs of our customers

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Bow Dist.:feature 2 14/04/2014 09:28 Page 33

NATIONAL HAULAGE: BOW DISTRIBUTION icant operating cost reduction amounting to several hundred thousand pounds per year. This, unsurprisingly, presented further opportunity for Bow Distribution.The business has seen controlled growth over the last 16 years, adding to its warehousing capability to offer 75,000 sq ft of storage and capacity for around 3,000 pallets, increasing its fleet, and expanding its customer base. Schades now equates for around 15% of the company’s annual turnover with around 160 actively trading customers using Bow Distribution’s services every month.

ALL-ENCOMPASSING From a simple pick and pack operation at the outset, the company now offers an all-encompassing transport and logistics solution. This full range of services includes everything from destuffing containers and palletisation of goods to stock recording and control and audit fulfilment alongside efficient pick and pack, storage and nationwide distribution. Priding itself on offering bespoke solutions based on specific needs, the company has evolved its services to meet demand. For example, it will act as a bridging house between companies that don’t have adequate storage, effectively allowing it to become an extension of its customer’s business.This is complemented by its

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membership to United Pallet Networks (UPN), of which Bow Distribution is its Derbyshire representative, enhancing its nationwide capability.

WEATHERING THE DOWNTURN Certainly, Bows success in recent years has been down to weathering the economic downturn but the company has emerged all the better for it. Indeed, Andy says the recession presented an opportunity to modernise and think outside the box for the benefit of the company’s future prosperity and its customers in terms of the service offering. Since the impact of recession hit hard in 2008, it has increased its customer base by 30% and, perhaps more importantly, retained customers against severe price attack. “From late 2007 through the majority of 2008 we noticed up to a 15% downturn in sales volume. Before the government acknowledged the country was in recession we were able to adapt proactively, beginning first with some downsizing, for example, a number of people retired and we didn’t replace those roles, while our vehicle replacement strategy was restructured. Crucially, however, we made no one redundant,” remarks Andy. In fact, while Bow Distribution reduced its turnover by 25% it did increase its profits. “We saw recession as an opportunity to stop doing

the same-old-same-old. Since the flat-lining economy of 2008 we have grown 55% which is an annualised growth of around 11% to 12%, and we are close to achieving that growth once again in 2014.” Andy highlights a number of factors behind Bow Distribution’s success such as joining pallet network UPN having been a former member, and Depot of the Year winner, at the UK Pallet Network. The move, which occurred in 2012, was important because the company felt UPN was better adapting to the fast-evolving needs of the industry, both in its embracing of new technology and new techniques, and its increased flexibility, for example, offering micro and quarter pallets as opposed to only half and full.

CUSTOMER CARE SERVICE The company has also continued to develop its customer care service. “Many customers are surprised that we have a customer care department,” explains Andy. “We talk to them about their requirements on a frequent basis and are not afraid to ask if we are doing anything wrong. Some companies may prefer to only hear about what they are doing right but we make a point of asking our customers how we can better serve their needs because ultimately we are an extension of their business. So it’s important that we find the best way to meet their requirements in order to serve their customers correctly. “We believe by working closely with them, we can enhance the service we provide which leads to better relationships over the long term. Our success in retaining clients is just as important as

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NATIONAL HAULAGE: BOW DISTRIBUTION gaining new ones, and our customer care department has played a crucial role in this. “We’re also proactive with our customers; we want to know what their business is about. It isn’t just collection of pallets and running them through the system, it is about working with the customer in partnership, so we’re attentive to their needs. We don’t always get it right but we do try to adapt and be flexible. Sometimes we have lost customers based on price – we’re not the cheapest in the market – but we can’t offer the high standards of service we are known for if we try to be the cheapest.” Astute management of the fleet has also been crucial to remaining competitive and keeping operational costs as low as possible. Bow Distribution runs 12 vehicles including four artics alongside a mixture of 7.5, 12, 18 and 26 tonne lorries. All maintenance is handled by DAF as the company feels there is no need to add a costly in-house workshop given its policy of regularly renewing models. This has come under internal scrutiny recently with the introduction of Euro 6-specified vehicles into the market.The company decided to accelerate the change of three vehicles in 2013 to stay within Euro 5 compliance in terms of carbon emissions because of unconvincing statistics in relation to the benefits of Euro 6. “Considering the increased cost of purchase and maintenance, I didn’t feel updating to Euro 6 at that stage justified the investment. We were getting very good prices on Euro 5 and have predictability in terms of fuel consumption, maintenance costs, and a proven track record.” All that said Bow continue with its policy of not running trucks over five years old and has just placed an order with DAF for a replacement Euro 6 Super Space

Cab Tractor Unit and an additional Euro 6 rigid 18 tonne with tail lift. The company has also been blessed by the fact it has seen more people retire than leave for any other reason in its 16-year history. Current Managing Director Paul Howarth has been with Andy for many years. As Andy looks to reduce his role in the business he feels Paul is more than capable to take Bow Distribution into the next stage of its evolution. Indeed, Bow’s management

“OUR SUCCESS IN RETAINING CLIENTS IS JUST AS IMPORTANT AS GAINING NEW ONES, AND OUR CUSTOMER CARE DEPARTMENT HAS PLAYED A CRUCIAL ROLE IN THIS.” enjoys over 60 years of combined experience in the haulage and warehousing sector. As Andy looks to the future, he expects the company to continue steadily growing in the coming years without compromising on service standards. “Our region is very competitive and there are many businesses local to us that offer the same or a very similar service. But we have managed to grow our customer base and maintain those relationships so without necessarily standing out, we like to think we offer a very good, professional and honest service that customers return to.” Indeed it is clear Bow believes in its slogan “others promise….we deliver”.

BOW DISTRIBUTION Units 23.3–23.5 Amber Business Centre Hill Top Road, Riddings Alfreton, Derbyshire, DE55 4BR www.bowdistribution.co.uk Tel: 01773 513100

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Bell Truck Svs:feature 2 09/04/2014 16:36 Page 36

RECOVERY: BELL TRUCK SERVICES

r u o h 4 2RECOVERY

SPECIALISTS

We talk to Melanie Bell of Bell Truck Services who is not only the Recovery Manager but is also a trained recovery operative

evere weather in the winter months can cause disruption to many but, for vehicle recovery businesses such as Bell Truck Services, it often signals an increase in activity. “It was particularly bad in December when we had the gale force winds,” recalls Recovery Manager Melanie Bell. “We had vehicles blowing over on the Ouse Bridge and it was very dangerous so at one point they shut it. They wouldn’t let anyone on there until the wind had died down so we were busy then. We had a 44 tonner blown over on the M18 near Langham Junction so we stood that up and returned it to the body shop.” Bell Truck Services has been providing vehicle recovery since 1979 and moved into its current premises in 1987 as the business expanded. It’s a genuine 24/7 operation that’s available every day of the year, with regular customers such as the RAC for commercials, the AA for cars and commercials when its own vehicles can’t cope with demand, various truck main dealers and the emergency services.

VARIED FLEET The company attends accidents, breakdowns and other incidents in its area, which covers part of the M62 motorway and the A63, A1079 and A165 trunk roads. Vehicle recovery can be anything from a motorcycle to coaches and HGVs and so the fleet, as Melanie recounts, has to be equally varied: “We have different makes and models of trucks comprising about seventeen vehicles. The bigger ones are for lift and tow with fitted heavy winches, then we have the slide-beds and the little spectacle lifts that lift cars and carry vehicles, etc. They all do different things and we have accident units with hiab cranes on the back for the more difficult jobs.”

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Bell Truck Svs:feature 2 09/04/2014 16:36 Page 37

RECOVERY: BELL TRUCK SERVICES

BELL TRUCK SERVICES HAS BEEN PROVIDING VEHICLE RECOVERY SINCE 1979 AND MOVED INTO ITS CURRENT PREMISES IN 1987 AS THE BUSINESS EXPANDED

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Bell Truck Svs:feature 2 09/04/2014 16:36 Page 38

RECOVERY: BELL TRUCK SERVICES

BELL TRUCK SERVICES New Farm, Plaxton Bridge Road Woodmansey Beverley HU17 0RT www.belltruckservices.co.uk Tel: 01482 861697

Some of the larger vehicles are fitted with winches, lifting forks and boom extensions to handle the trickiest of recoveries. There are also smaller vehicles for restricted access and support vehicles with protection suits for hazardous recoveries. A feature of some of the heavier vehicles is an air cushion recovery system that’s used to bring overturned vehicles upright, particularly when they’re fully loaded. “We tend to use them for petrol tankers,” explains Melanie. “They produce slow movements to bring vehicles up nice and gently.” The nature of the work means the vehicles don’t cover high mileages and so they don’t need to be replaced frequently. The most recent addition was a new heavy recovery unit a few years ago and, given the considerable investment needed for such vehicles, there is a need to work them hard in order to achieve a return.

FULLY TRAINED OPERATIVES

EVERY OPERATIVE IS TRAINED TO RECOVER ALL TYPES OF VEHICLES AND IS ADR QUALIFIED TO BE ABLE TO DEAL WITH VEHICLES CARRYING HAZARDOUS CHEMICALS AND PETROCHEMICALS

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Every operative is trained to recover all types of vehicles and is ADR qualified to be able to deal with vehicles carrying hazardous chemicals and petrochemicals. Most training is provided through the Institute of Vehicle Recovery and so is recognised throughout the industry. In view of the variable workloads, with peaks of activity at certain times, all the employees have to be flexible to meet demand. That, for example, means Melanie as Recovery Manager also being available as a trained recovery operative when necessary. She is, in fact, one of two female recovery operatives on the staff, which is unusual in the business. “When it gets busy here, I can leave the office and go out on the road recovering vehicles,” she remarks. “It’s an advantage with me being female because I can go out to a lone female and reassure her. There is nothing more daunting than a male going out to a female broken down at four in the morning.” The whole operation is controlled from the company’s Beverley base using a computer system that’s constantly updated with the position of every vehicle. Navigating the huge tow trucks through some of East Yorkshire’s narrow village streets can be a challenge and that’s helped by the use of Google’s street view to remotely guide vehicles to their destination. The economic downturn even caused problems in the vehicle recovery business, with less traffic on the roads resulting in fewer breakdowns. That’s now picking up and the aim is to update and add to the fleet as things continue to improve.

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Bell Truck Svs:feature 2 15/04/2014 11:31 Page 39

RECOVERY: BELL TRUCK SERVICES

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M8 Recovery :feature 2 08/04/2014 15:07 Page 40

RECOVERY: M8 RECOVERY

Over the years M8 Recovery has progressed to become one of Scotland's largest trailer and recovery businesses

ATTENTION

TO DETAIL

ounded by Alex McManus in 2000, M8 Recovery remains a family run business based on Glasgow. The company inhabits the former site of Renault Trucks so it is well equipped and has purpose built workshops and generous storage facilities for heavy and light commercial vehicles. M8 Recovery has established a strong reputation for the provision of breakdown recovery, MOT testing and servicing, working with several motor clubs such as Green Flag and FMG Support, progressing to become one of Scotlandâ&#x20AC;&#x2122;s largest providers. It is aided by its close proximity to the M8 motorway and Glasgow Airport. Part of the companyâ&#x20AC;&#x2122;s success over the years has been due to the fleet of recovery vehicles it can call upon. It runs a mixed fleet of around 40 specialised

M8 RECOVERY LTD 100 Penilee Road Hillington Park G52 4UW www.m8recovery.com Tel: 0141 883 0888

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M8 Recovery :feature 2 25/04/2014 10:18 Page 41

RECOVERY: M8 RECOVERY recovery vehicles and includes the £400,000 Volvo Recoverer FH13-460 6x4 which includes a 50 tonne crane-lift and a 150-tonne train weight under the bright red bodywork. Alex said that it was the solid product reputation and excellent dealer support for his previous Volvos that meant he did not hesitate to take another FH. “The Volvo is bulletproof. I’d have an all-Volvo operation if I could, but I need to run a mixed fleet to satisfy the variety of contracts I have.”

RECOVERER TRIDENT Major accidents demand quick responses and where lifting as well as winching is needed, even the most experienced professionals will appreciate the lifting capability that M8 Recovery’s Recoverer Trident brings to the scene. Fabricated from extra high tensile steel to give strength and extra safety margins, the Recoverer Trident’s hydraulically powered three stage boom can be simultaneously extended and elevated to allow the rapid and precise positioning needed for delicate winching and lifting operations. Boom control is by hand remote as well as by manual control valves. For maximum stability and safety, rear hydraulic stiff legs are standard on the Recoverer Trident. Able to cope with virtually any emergency, they provide the recovery operation the highest levels of performance and versatility.

ACCUSTOMED Customers have become accustomed to attention to detail and flexibility with M8 Recovery offering all the tools, equipment, vehicles and expertise for any breakdown. Its fleet ranges from service vans, slide beds, spec lifts, and medium and full range heavy recover vehicles with availability 24/7 365 days of the year through its call centre. Indeed, all M8 Recovery drivers are trained and certified, and the company is a member of AVRO (Association of Vehicle Recovery Operators), IFRS (International Federation of Recovery Specialists) and RRA (Road Rescue Recovery Association). Other services include Class 5 and 7 MOT services for light and commercial vehicles in Glasgow and across Scotland's central belt, and general servicing to a variety of commercial and industrial clients from light commercial vans to heavy haulage lorries, buses and coaches.

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Eden Garage :feature 2 07/04/2014 09:24 Page 42

RECOVERY: EDEN GARAGE

40 years of...

GREAT

SERVICE

Eden Garage has built up their good reputation over many years experience in domestic and commercial vehicle hire

den Garage celebrates its 40th year in business having established an enviable reputation as a vehicle maintenance and recovery specialist as well as, more recently, a car and van hire provider. Founded in May 1974 by Ian Overs and Jimmy Allen, the company initially completed vehicle repairs and recovery, and MOT servicing. The garage, which itself has a history dating back to the early 1900s when it was used as a bicycle repair shop, also bought discarded public sector vehicles such as Land Rovers and minivans to be refurbished and sold on. Today, the business has grown to include a comprehensive vehicle hire range for both private and commercial clients. Alongside the workshop and vehicle recovery service that still

remains intact, Eden Garage now offers everything from small cars to 17-seat minibuses and 7.5 tonne box vans for use on a private hire or contract basis. Indeed, over the last few years the hire service has represented the company’s biggest proportion of turnover and it has established long-running relationships with a range of commercial clients. These include leisure provider Centre Parcs, parcel and pallet distributor Cumbria X-Press and leading plasterboard manufacturer British Gypsum. “We’ve developed the business to offer around 50 hire vehicles principally because we didn’t want to put all our eggs in one basket,” remarks Ian Overs’ son Kevin, who is now a partner within the business. “It’s a challenging market and with modern vehicles becoming

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more reliable and manufacturers offering extended warranties we are witnessing less breakdowns. It’s great for the vehicle user but it means we’ve had to adapt. Part of that has been through growing our vehicle hire business.” Kevin’s father, now in his seventies, still makes it in at 8.30am in a morning, his passion showing no signs of age. “He’s still heavily involved in the business and certainly his knowledge and expertise has enabled us to provide a strong, attentive service to customers over many years which has maintained the reputation we have.” He believes the family run nature of the business, which also includes mother Janet and brother David, has been crucial to its success. “There are a lot of businesses in the local area that do what we do, in fact, a number of them

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Eden Garage :feature 2 07/04/2014 09:24 Page 43

RECOVERY: RAC

Eden Garage :feature 2 10/04/2014 14:15 Page 44

RECOVERY: EDEN GARAGE

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Eden Garage :feature 2 07/04/2014 09:24 Page 45

RECOVERY: EDEN GARAGE

are family-run like us but we like to think we stand out because we’re attentive to a customer’s needs. We try to go the extra mile for them and, ultimately, we take pride in our work which shows in the standard of service we deliver.” The company also benefits from the experience of its long-serving workforce, many of whom have been with Eden for over 30 years. Kevin highlights the fact that, on the vehicle recovery side, which covers Cumbria and into parts of Durham, Eden Garage will endeavour to take customers anywhere in the country as long as it can be covered within legal driving hours.This is an example of how the business often exceeds expectation. The recovery operation is run on a 24 hours per day, seven days per week basis.To complement this service, Eden’s engineers have all had roadside recovery training and are currently undergoing Driver CPC certification. Eden Garage is also assisted in its efforts alongside key suppliers such as Britannia Rescue plus many others. Yet, increased emphasis is now on vehicle hire with Eden Garage making around 50 vehicles available including cars, people carriers, minibuses (12-seat and 17-seat), standard vans, high top vans, 3.5 tonne Luton’s and 7.5 tonne box vans with tail lifts. “We don’t have a preference over manufacturer but look for value, fuel efficiency and reliability when investing in new vehicles which we do on a regular basis for the hire fleet. The cars are generally replaced

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every 12 months but it does depend on how many miles they’ve done while the vans are replaced every three years or after they’ve reached 100,000 miles. This ensures we have the best possible vehicles available for our customers alongside reliability and the increased fuel efficiency of modern engines.” Eden Garage benefits from its workshop to look after all vehicle maintenance in-house. Although this can be more costly, Kevin says it’s advantageous to have the quality control in-house while the parts used and the way vehicles are maintained is all monitored internally, increasing reliability. Kevin fittingly highlights long-running relationships with commercial customers, further exampling why Eden Garage has such a strong reputation. “We’ve benefited from long-term contracts with Centre Parcs, Cumbria X-Press and British Gypsum who we have hired vehicles to for over 20 years. We have also handled maintenance for Centre Parcs and carry out recovery work for Cumbria Police.” 40 years in business is something that rightly makes Kevin proud but success hasn’t come easily. “It’s down to hard work and long hours,” he says.“We try to look after customers and we value long-term relationships. Reaching our 40th anniversary is something we’re proud of because we care about the work we do. Over the years we’ve never compromised on service and always tried to serve the customer’s needs as best we can.”

EDEN GARAGE SELF DRIVE HIRE Temple Sowerby Penrith, Cumbria CA10 1RS eden-garage.co.uk Tel: 017683 61212

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J W Tank Svs:feature 2 08/04/2014 13:41 Page 46

TANKERS: JW TANK SERVICES LTD

Based in Grangemouth JW Tank Services provides a range of specialist tanker services including the haulage of ISO tank containers

W Tank Services Ltd is based in Grangemouth, Stirlingshire. It provides a range of specialist tanker services including the haulage of ISO tank containers. The company has grown its reputation in recent years thanks to a dedication to high standards in both its safety and operational efficiency. Clients have become accustomed to a flexible service that consistently meets requirements. The companyâ&#x20AC;&#x2122;s range of services includes ISO tank haulage with modern vehicles and specialist trailers. 44-tonne tractor units are fitted with compressor discharge equipment for the transportation of bulk liquids in ISO tank containers (plus the company has pump trailers too). Haulage services are provided for a wide variety of clients meaning JW Tank Services can incorporate the needs of customers in a number of

sectors. Its experience and expertise is comprehensive so customers can rest assured that JW Tank Services can be relied upon given any task such as the delivery and loading of ISO tanks and containers via intermodal rail and sea terminals. Other services provided include internal and external wash bays, lifting and loading of ISO tanks, and full servicing of commercial vehicles.These can be found as part of JW Tank Services and also Tank Wash Scotland. Tank and trailer maintenance is also provided with the company looking after its own vehicles as well as providing its team of skilled and qualified technicians, who have many years experience in tank and trailer maintenance, to customers. Unlike many companies, JW Tank Services caters for a comprehensive range of requirements whether that be mechanical or body shop repair and painting.

SPECIALIST TANKER SERVICES 46

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J W Tank Svs:feature 2 08/04/2014 13:41 Page 47

TANKERS: JW TANK SERVICES LTD

Certainly, JW Tank Services is thankful for the support it receives from its partners and key suppliers. These service providers play an integral part in the quality and consistency the company provides. Dennison Trailers is one such supplier, a company which has been manufacturing specialist trailers since the 1960s. Acknowledged as being one of the major players in commercial trailer manufacturer, developing products to exacting needs, JW Tank Services has benefited from Dennison’s innovative ability given the company’s demanding needs. The company is also a proud member of the Road Haulage Association which is advantageous given the association’s ability to campaign on behalf of businesses, while it also provides JW Tank Services with advice and information on the latest legislation, environmental activities and safety. Tel: 01324 494533

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A & B Clark :feature 2 08/04/2014 13:47 Page 48

TANKER REVIEW: A & B CLARK

DELIVERING RELIABILITY A & B Clark began carting neighbouring farmer’s produce in an ex-army lorry and now provide amongst other things, traction-only services pulling tankers for Omex Agriculture

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& B Clark is a North Norfolk based family run haulage company. The original business was solely based around farming, beginning in 1947 by the current Managing Director’s Grandfather and Great Uncle when they ran an ex-army lorry carting their own produce. They then began carting neighbouring farmers’ produce and ran two Ford Thames Traders under the trading name of Clark Bros in the 1960s. The trading name was changed to A & B Clark in 1990 and this is when Charles Clark began driving for the company. “I started to increase the haulage business securing work with grain merchants, initially with H Banham Ltd., and also began working with a neighbouring farmer, J W Perry-Warnes, carting sugar beet,” says the Managing Director. “They later gave up haulage to concentrate on farm contracting leaving us the haulage of sugar beet and grain for local farmers. I then began haulage of bagged fertiliser for local fertiliser company Payne Bros Fertiliser Ltd. “We now also provide traction-only services pulling tankers for Omex Agriculture. Other work includes hauling lime for British Sugar and Keith Mount Liming, and we also turn to hauling aggregates when other work is slow.” The A and B Clark fleet, supplied mainly by Payne Bros, consists of six vehicles which includes five artic

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A & B Clark :feature 2 08/04/2014 13:47 Page 49

TANKER REVIEW: A & B CLARK

units (four MAN and one Scania), three bulk trailers and one curtain-sider. In addition, A and B Clark has a specialist vehicle for moving bulk feed bins, and operating as ‘Raptor Farm Services’. “This is a Mercedes flat bed converted to lift the bulk feed bins and has a generator on board to enable us to install the bins ready for use,” says Charles. “The bins can be anything from three tonne hoppers to 25 tonne hoppers up to 40 feet high (which is a bit nerveracking to erect but we have an understanding insurance brokers with Alan Boswell.” All maintenance is contracted out. The MAN units are maintained by Smiths Mechanical Support, the Scania by J Hilton Commercials and the Mercedes by A & R Commercials. Charles adds that contrary to popular opinion on training in small haulage companies, A and B Clark is ahead on CPC training having been organising its own courses, using instructors from The Training Association with around 20 drivers on its training list. “We try to use courses to improve skills and help provide a wider range of services, such as ADR, Epic and telescopic handlers. With the use of local drivers and much local knowledge, some having operated their own haulage business, they bring many years experience (with 22 years driving experience I am the youngest) allowing us to provide not just haulage but a quality service. By having an excess of drivers and vehicles we strive to never let anyone down and therefore hopefully provide natural growth, as we have no plans for explosive expansion.” Tel: 01263 587318

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 50

BUS AND COACHES: TRAVEL DE COURCEY eing the fastest growing bus and coach operator in the UK puts pressure on Travel de Courcey to maintain standards. However, an independent report for the Confederation of Passenger Transport gave the company a passenger satisfaction rating of 97% against an industry average of 88%, demonstrating quality is being maintained. Growth has been sustained since the company started in 1972 but has increased recently, 47 new vehicles added to the fleet since 2011 to reach a total of over 140 and the workforce growing by 107 to 293 over the last twelve months. It’s being driven by a willingness to adapt and innovate with a focus on providing a high quality service through the use of a modern fleet with highly trained and motivated drivers. A switch from a traditional coach operation to the provision of scheduled bus services has been the main change, achieved by taking a different approach to providing those services. “We developed our network to reflect the development of Coventry,” explains CEO Adrian de Courcey. “Rather than serve traditional bus

GIVING PASSENGERS SOMETHING DIFFERENT Travel de Courcey is committed to ensuring a safe, friendly and flexible service in an environmentally efficient manner

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 51

BUS AND COACHES: TRAVEL DE COURCEY corridors into the city centre and compete head-to-head with local rivals, we created a new network serving the periphery of the city. “Our vision has been to form an outer circle around Coventry linking the population centres with key destinations. The culmination of our vision is the 360 bus service, which links suburbs with the RICOH Arena, the regional super hospital UHCW, University of Warwick, five retail centres, ten schools, five sports centres and the headquarters of Jaguar Land Rover. The 360 is now Europe’s longest continuous urban bus service. “From a standing start in 2000, we have expanded the bus market in Coventry and our share of the market. We are the majority operator at a number of key hubs including UHCW, Jaguar and the RICOH Arena. Centro recently estimated we account for approximately a third of the urban market in Coventry.” Behind the growth has been the company’s ability to turn around a loss-making service abandoned by a previous operator and to iden-

tify and enter new markets others might avoid. A big boost to Travel de Courcey’s activities, Adrian recalls, has been its involvement with National Express: “In 2008, we began operation of an express service between Coventry and Leicester, which had been deregistered by a multinational competitor. “The operation commenced with two luxury coaches and we have seen annual patronage growth of up to 25%. In 2010, we invested £400,000 in two double-deckers with luxury upholstery, coach style seating, free wi-fi and a dedicated driving team to meet customer demand. We made a further investment in 2012 to meet increased demand and have increased the frequency.” Involvement with National Express has extended recently with a £3.1 million investment to provide fourteen new coaches for additional contractual work. It’s more than doubled the contracted mileage to 4,450,000 miles annually and added 61 team members, reinforcing the company’s importance for National Express. “As a relatively new National Express operator, we have exceeded all expectations,” recalls Adrian. “We are consistently the network’s number one performer and have attained and maintained 'Gold' operator status from the beginning.

NATIONAL AWARDS

“OUR VISION HAS BEEN TO FORM AN OUTER CIRCLE AROUND COVENTRY LINKING THE POPULATION CENTRES WITH KEY DESTINATIONS” ADRIAN DE COURCEY BUSINESS DEVELOPMENT DIRECTOR

“In under two years, we won two National Express awards: ‘Best New Operator – 2011’ and ‘Best Medium Size Operator, 11-15 Vehicles – 2012.’ A team member was nominated as ‘Driver of the Year – 2012’ and we were selected for a pilot study with Aston University. Our vehicles are frequently selected to represent the company in high-profile public relations events such as Pride of Britain and Queen’s Jubilee Time Capsule coach. “Our latest performance evaluation underlines the high-quality nature of our operation. Our overall score of 98% is split between Engineering 100%, Commercial 99.6%, Customer Feedback 93.6%, Personnel 99.9% and Delivery 100%.” One of the most recent and valued awards has been Travel de Courcey’s inclusion in the London Stock Exchange Group’s ‘1000 Companies to Inspire Britain’ report, which recognises the fastest growing and most dynamic businesses within the UK’s 4.5 million SMEs. It’s also the only non-multinational operator nominated in three categories for the latest UK Bus Awards, winning the Top Express Operation category and highly commended for Top Shire Operator and the Environmental Award.

ELECTRIC BUSES The latter was for Coventry’s Park & Ride South project, which aims to reduce city centre pollution and increase patronage. It includes Travel de Courcey’s operation of the UK’s first large, fast-charging electric buses, which can be fully recharged in an hour and use regenerative

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BUS AND COACHES: TRAVEL DE COURCEY

braking to recharge batteries. Combined with other initiatives, they helped the company to be named one of the region’s Green Leaders by Sustainable West Midlands. Adrian says: “In a constant effort to minimise our environmental impact, we have undertaken a number of measures.We incentivise our driving team with a performance related bonus to drive in the safest and most environmentally efficient manner. Our fleet operates with the latest Euro 5 low-emission technology. The use of recycled rainwater in our vehicle washes further highlights our environmental credentials.” The company’s fleet is efficient both environmentally and operationally, helping it achieve 99% punctuality and a pass rate of 99% for PSV annual tests. Those standards are attained through a replacement policy

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that results in an average age of less than five years across the fleet and maintenance on a rolling seven-day cycle in the company’s workshops.

ACCESSIBLE COACHES Other innovations include free wi-fi on many services, e-leather seating, air conditioning and accessible coaches with wheel chair lifts and magifloors. Help for passengers is improved by a new website with a journey planner and support for mobile devices. Adrian adds: “We became the first operator in the region to introduce a ‘Talking Bus’ providing audio announcements to help blind and partially sighted customers. We are also the first operator to introduce alco-locks fitted as standard on all new vehicles to further improve passenger safety.”

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 53

BUS AND COACHES: TRAVEL DE COURCEY

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 54

BUS AND COACHES: TRAVEL DE COURCEY

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 55

BUS AND COACHES: TRAVEL DE COURCEY

High levels of customer service are a prime aim for the company, ensured by a focus on staff recruitment and training. “Customer relations begin with our exacting recruitment where we regularly recruit only 20% of interviewed candidates,” comments Adrian. “All new team members undergo two weeks of induction and route familiarisation training. We recognise National Express services require a different approach from local bus operations and have a dedicated, purpose-built depot in central Birmingham from which we operate these services, allowing us to separately assess and benchmark performance. “Our key assets are our people and we have created a unique company culture with a friendly, flexible and high-performing team. Competitive pay and conditions significantly reduce employee turnover and through our recognition and reward of excellence we maintain our high standards. We have a ‘Heroes’ award for exceptional employees selected on verified customer comments and celebrated onboard our vehicles with photos and a summary. We award prizes for ‘Best Overall Driver’ and ‘Most Improved Driver’ based on our telematics system. “We strive to engage with all employees by operating an open-door policy and incorporating their ideas within our business. A monthly company newsletter is published and regular quiz nights and sports events are held.We are currently formalising our engagement procedures with a works council to give employees a greater role.

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“OUR KEY ASSETS ARE OUR PEOPLE AND WE HAVE CREATED A UNIQUE COMPANY CULTURE WITH A FRIENDLY, FLEXIBLE AND HIGH-PERFORMING TEAM.”

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Travel De Courcey:feature 2 14/04/2014 08:49 Page 56

BUS AND COACHES: TRAVEL DE COURCEY

“In-house training with a dedicated Driver Training Officer is one of our core strengths. All recruits undergo Level 2 NVQ customer care training, our workforce is 100% DCPC compliant and senior managers hold CPCs, two having MBAs. We operate proactive training with regular defensive driving courses.” The outcome is excellent customer feedback and a low complaint rate of 2.86 per 10,000 passenger journeys, each fully investigated, responded to by a director and an action plan put in place when necessary to prevent future occurrences. That’s backed up by the use of mystery customers and onboard passenger surveys. TRAVEL DE COURCEY Rowley Drive Coventry CV3 4FG www.traveldecourcey.com Tel: 02476 302 656

FURTHER GROWTH All the effort resulted in a 45% increase in turnover last year to almost £9.5 million, the forecast being that will grow further to £16 million in 2014 due to high demand from established and new clients. That rate of

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growth will impose further pressure to maintain high standards but the company’s approach should ensure it does that. “We have developed very strong and mutually beneficial relationships with National Express and our supplier base, which help to further enhance the quality of our service provision,” states Adrian. “We have worked very closely with our telematics provider to maximise safer driving and fuel consumption through training and use of performance incentives. We are the only National Express operator to have a 100% Gold and Green driving team achieved every month since September 2012. Our approach, even to fellow operators, is one of collaboration and teamwork rather than competition and we are happy to share learning. “We are a local, family-owned business based on traditional values combined with industry-leading levels of service, technological innovation and a dedication to the reduction of carbon emissions. We pride ourselves on continually exceeding customer expectations and building constructive, proactive relationships with stakeholders.”

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Travel De Courcey:feature 2 25/04/2014 10:28 Page 57

BUS AND COACHES: TRAVEL DE COURCEY

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Easton's Coaches:feature 2 09/04/2014 10:40 Page 58

BUS AND COACHES: EASTONS COACHES astons Coaches was founded in 1953 by Alfred Easton whose sons (Derek and Robert) later joined the business in their twenties and have, following his death, become joint directors. The business has long held a reputation for excellence, marrying comfort, safety and value for money in its holidays and excursions. Those that make use of its coach hire service have also enjoyed a wide variety of vehicles, reliability and high standards. In 1992 the firm moved to its current premises at Stratton Strawless and over the years the fleet has continually been updated to ensure the latest technology and facilities are available as well as the newest vehicles. The company states: â&#x20AC;&#x153;Our goal is not to be the biggest, but to try and be the best at what we do, with the main aim being to lead the way in safe and comfortable passenger transport.â&#x20AC;? At Eastons the company carries the Coachmarque Status, a prestigious standard, awarded to only 50 coach operators in the U.K. The company is also a member of C.P.T. (the Confederation of Passenger Transport Scheme), C.I.T.O (the Consortium of Independent Tour Operators), and has been approved by the Department of Trade and Industry. Membership to these bodies is only open to coach operators who can demonstrate the highest standards in their operations. The independent audit requires a 100% pass rate meaning that the fleet, and the business, is performing at the highest levels in the industry.

QUALITY WITHOUT COMPROMISE Established in 1953, Eastons Coaches is one of the longest established family operators of quality holidays, day excursions and private coach hire in Norfolk, with an enviable reputation for high quality service

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Easton's Coaches:feature 2 14/04/2014 10:07 Page 59

BUS AND COACHES: EASTONS COACHES

Directors Robert and Derek Easton oversee every activity within the business, with Robert managing the day to day business, and Derek managing the workshop and all maintenance on the vehicles. Claire, Derek’s daughter, joined the business having completed a BA Hons in Business Management, while his son Ben works alongside Derek in the workshop having completed a mechanical engineering course. “Investment is the key to our success,” states Robert. “We annually invest in new vehicles offering more comfort and luxury to our clients. However, the true investment of any company lies within its workforce, and we at Eastons are proud to have a

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dedicated and loyal team of drivers and office staff alike.” The company provides coach holidays throughout Britain, Europe and further afield, day excursions and private hire. Its holidays include features such as a door-to-door service, inclusive admission charges, step on guides, and much more. Its day excursions cover a broad spectrum of hobbies and passions, from a day in London’s West End to visiting the magnificent Chatsworth House. For private coach hire, the company benefits from over 60 years experience. Whether for business, education or pleasure, the company’s fleet of 12 quality coaches can handle any occasion.

EASTON COACHES Old Coach House, Parish Road Stratton Strawless, Norwich Norfolk, NR10 5LR www.eastonsholidays.co.uk Tel: 01603 754155

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Wilson's of Rhu :feature 2 07/04/2014 12:15 Page 60

BUS AND COACHES: WILSON’S OF RHU

TRAVELLING IN LUXURY

Established in 1981, Wilson’s of Rhu has built a reputation of providing a first class service with high specification modern coaches at affordable costs

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Wilson's of Rhu :feature 2 07/04/2014 12:15 Page 61

BUS AND COACHES: WILSON’S OF RHU

ilson’s of Rhu is a familyowned, long-established bus and coach service provider based in the village of Rhu on the banks of the Gareloch in Argyll and Bute, Scotland. The proud heritage of the business, which was established by George Wilson in 1981, has seen the company develop an enviable reputation built upon the firm foundations of customer service, comfort and safety. Now run by George’s sons Alistair and Kenneth, Wilson’s of Rhu has grown its fleet to 12 company owned vehicles that deliver a range of services including local bus routes, school contracts and private hire. The fleet consists of mainly Optare Solo vehicles for the local public bus service. The company has traditionally used Optare vehicles

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with its first purchased in 1996. 15 have been bought since with five in the fleet today. The coach fleet is a mixture of Mercedes and Volvo but the latest addition is a new Vanhool 51-seat coach, which, says Alistair, is a “departure from the norm being an Integral with a DAF engine”. For private hire and contracts work, Wilson’s range of coaches suit any size of group and any requirements customers may have to destinations in the UK or Northern Ireland. Whether customers are looking for a coach for a few hours or for a more complex and detailed tour itinerary, Wilson’s is able to accommodate a range of needs. It benefits from its base near Loch Lomond, which has ideal access to the main tourist routes in the north while being close to the main airports in the area at Glasgow, Prestwick and Edinburgh.

“We believe in continual investment within our fleet and purchase new vehicles each year in order to ensure that we are providing the best possible coaches to meet the requirements of our clients,” adds Alistair. As a result, Wilson’s is very pleased with the modern fleet that it operates today. “All our coaches are built to a very high specification with most of the fleet now having full air conditioning. All our coaches are fitted with seat belts, and for several years all new coaches have been specified with full threepoint seat belts as we gradually phase out lap belts which remain the industry standard.” In addition, coaches have other advantageous facilities such as DVD players, toilets and satellite navigation as well as PA and sound systems.

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BUS AND COACHES: WILSON’S OF RHU

WILSON’S OF RHU LTD Manse Brae Rhu, Argyll G84 8RE www.wilsonsofrhu.co.uk Tel: 01436 820300

However, an important addition, which is now fitted to the whole fleet, is CCTV, something that Wilson's say it would not now be without. “This helps us investigate any problems or issues on board and with exterior facing cameras, allows us to check what has happened in the event of an accident.” One of the advantages the company enjoys is the fact it employs its own in-house engineer who carries out regular scheduled and reactive maintenance on the vehicles to ensure they are running optimally. Not only does this prove to be financially more effective, it

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means Wilson’s can react more quickly if there is ever a problem. Importantly, this means the service isn’t compromised. As Alistair looks to the future he praises Wilson’s team of drivers who have been integral to the quality of service the business provides and its ongoing success. He explains that the company isn’t looking to grow expansively but it will be expanding its offices with a new building being built next door to its current depot. Historically, Wilson’s of Rhu has generated private hire and contract work through recommendation and repeat custom, while its local bus service has been praised for its reliability and consistency, testimony to the enduring qualities inherent within the business. Now, having weathered the economic storm of recent years, it is well placed to continue its long-established tradition of delivering a great, customer-centred service.

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BUS AND COACHES: WILSON’S OF RHU

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Rothbury Motors :feature 2 08/04/2014 12:11 Page 64

BUS AND COACHES: ROTHBURY MOTORS he biggest challenge for any coach operator, believes Rothbury Motors’ Managing Director James Gutherson, is the nature of the market. “We have to offer the best service we can at the most competitive price,” he says. “This industry is very cut throat and there’s always somebody with a cheaper price but there’s a reason for that. We try to keep our costs down for the customer but still offer a good service.” Despite the pressure on costs, James insists the emphasis is very much on the quality of service the company provides:“We try to maintain an image so all coaches are washed, swept and mopped after every job to have clean vehicles out on the road.The drivers wear a shirt and tie except on a school contract and that’s the way we want the company to run.” The company’s business is coach hire, with several school contracts making up the regular core of the work and other contracts for Newcastle United supporters and local rugby club away fixtures. Added to that are ad hoc hires for various groups and organisations, weddings, school trips and work for tour companies. The varied nature of the work requires a diverse fleet that ranges from fourteen-seat mini-buses to seventy-seat school buses and executive coaches. It also,

NORTHUMBERLAND’S

FRIENDLIEST

COACH COMPANY Rothbury Motors have one simple aim – to provide the very best in passenger transport at a realistic price

ROTHBURY MOTORS LTD Hawthorn Close Lionheart Enterprise Park Alnwick NE66 2HT www.rothburymotors.co.uk Tel: 01665 606616

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Rothbury Motors :feature 2 14/04/2014 15:57 Page 65

BUS AND COACHES: ROTHBURY MOTORS

as James confirms, necessitates flexible staffing: “Everybody drives on our fleet, even myself as Managing Director. In busy times when we have coaches away on tour, we’re out driving the school contracts.” As a result, all staff have CPC qualifications and receive full information and training on relevant operational topics. Trackers are fitted to all vehicles, enabling timings to be confirmed and monitoring driver performance to reduce fuel consumption and emissions. The situation’s helped by in-house maintenance to keep them running efficiently and a policy of ensuring all vehicles are less than fifteen years old that, although the nature of the work means they can be operated for longer, ensures a greater incidence of Euro 4 and 5 vehicles. There’s also membership of Don’t Travel Empty, which avoids coaches running empty legs and provides help in case of vehicle breakdown.

GOOD TEAM Although the current economic climate still isn’t easy and there remains an emphasis on cost cutting and price competitiveness, James believes offering the best possible service is particularly important: “We try to be as friendly as possible, have a good team of drivers and we get a lot of repeat work and good feedback. Some coach drivers simply drive the coach but we expect all our coach drivers to be polite, help the passengers and communicate well and we pride ourselves on that. “There’s nothing better than getting good feedback because that means drivers have done well but I also tell them when I get poor feedback and address any problems. But we don’t have many because most drivers have come through the ranks, we don’t have a high turnover of drivers and they know what we expect.”

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Ross Travel:feature 2 07/04/2014 09:27 Page 66

BUS AND COACHES: ROSS TRAVEL GROUP

QUALITY RENTAL COACHES Ross Travel Group are a professional coach hire company, established since 1968, Ross Travel Group has a reputation providing quality rental coaches for all types of hire

ounded by Peter Ross 46 years ago, Ross Travel Group operates a network of local bus services and has its own holiday tours programme. The professional coach hire company, with a reputation for providing quality rental coaches for all types of hire, also provides facilities designed for disabled passengers with low-floor access becoming the norm in its bus service fleet. Customers have noted Ross Travel’s varied fleet, professional service and competitive quotations as reasons behind long-running relationships. Coaches, ranging from 16 seats to 53 seats, can be provided for a range of needs such as community group outings, wedding parties, local business away days, private tours, day excursions and school services. The company is proud of its flexible approach and ability to cater for many needs with standard and executive coaches as well as minibuses among its fleet. Complementing the service is Ross Travel’s dedication to maintaining only the highest standards in service, safety and comfort. All of its vehi-

cles meet the necessary UK and European safety standards, while the company takes its social responsibility seriously, and every vehicle it owns is inspected at least every 28 days. Drivers are carefully selected, not just for their experience but also for their ability to provide a personal, courteous service. The company states: “We understand that a customer’s chosen luxury coach hire company can make or break an event or service. We pride ourselves in offering good old fashioned service. The best way to think of us is as an extension of your own organisation or event. The more you involve us in your arrangements the more smoothly your transport service will run.” The company’s flexibility allows it to quote for one-off, short or long term contract work. “The client has the comfort of knowing they’re dealing with a supplier who is already the first choice for many schools, colleges and private organisations in the area who choose us as their coach hire partner. “Staff are on hand and are more than happy to initially help over the phone and we encourage

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Ross Travel:feature 2 07/04/2014 09:27 Page 67

BUS AND COACHES: ROSS TRAVEL GROUP

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Ross Travel:feature 2 14/04/2014 11:04 Page 68

BUS AND COACHES: ROSS TRAVEL GROUP

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Ross Travel:feature 2 07/04/2014 09:27 Page 69

BUS AND COACHES: ROSS TRAVEL GROUP

prospective clients to come to our premises to view the fleet and discuss their requirements whether personal or corporate, contract or not, in more detail.” Ross Travel’s coach hire service in Wakefield has been providing bus hire services for over 40 years for community groups, schools, colleges and businesses. Whether it’s a football team needing transport to a special tournament or a business away day, Ross Travel has the experience and the capability to make customer’s travel arrangements as seamless, comfortable and convenient as possible. Indeed, adding value to the operation is the company’s ability to pick up passengers from within a 40mile radius of its Featherstone base, while it encourages prospective customers to examine the fleet for suitability and quality. Unsurprising, and rightly, the company is proud of its modern fleet which has been built upon the foundations of safety, comfort and efficiency. “We understand that our customers expect reliability, punctuality and cost effective pricing – all with friendly, personal service,” states the company. And this has been seen in its successful local bus service known as the Featherstone Rover. The regional route running between Featherstone, Pontefract, Castleford and Wakefield provides an excellent commuter service for local people to get to

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and from work, as well as a convenient way to get to the main shopping outlets. The service was recently complemented by the arrival the company’s second Optare Solo SR which brings Ross Travel closer to its goal of achieving an all low-floor fleet ahead of the 2015 deadline. Ross Travel began using its first Solo SR in 2010 and has ordered a third for delivery in 2014. The Optare range has proven very successful with a number of earlier models in the fleet. This latest bus has a capacity of 36 passengers with a 154bhp Mercedes OM904LA engine and an Allison five-speed automatic gearbox. Ross Travel also provides a holiday tour programme. This year’s itinerary includes short breaks to Skegness, Bridlington, Great Yarmouth and the Lake District amongst others. Overnight shopping days are also available to France and Belgium. In addition, the company operates a “mystery weekend” trip with a variety of popular locations for those customers willing to take a chance. Mystery weekends always involve brilliant scenery, a bit of retail therapy, quality hotels, fine food and executive coach travel.

ROSS TRAVEL GROUP The Garage, Allison Street Off Station Lane, Featherstone West Yorkshire, WF7 5BL www.rosstravelgroup.co.uk Tel: 01977 791738

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FYE's Travel:feature 2 10/04/2014 09:12 Page 70

BUS & COACHES: FYE’S EXECUTIVE TRAVEL

ACCESSIBLE TRAVEL

SPECIALISTS

Finding a niche market and sticking with it can be the key to success. Which is exactly what Fye’s Travel have done

inding a niche market and sticking with it can be the key to success. That’s been the case for Fye’s Executive Travel, which in 2002 saw an opportunity in taking local children to school and providing private hire for small parties and holiday runs. It soon focused on transporting disabled children and adults to day care centres, taking on contracts for Cumbria County Council and trading as Cleator Bus Mobility Travel. Six years after starting and due to gaining new contracts, the company disposed of all its vehicles and replaced them with PSV and PHV minibuses, most being wheelchair accessible. It gained a Private Hire Operator Licence and, in 2011, added a National Operator Licence for five vehicles. The outcome is a mixed fleet with either PSV or Private Hire licences that are suitable to handle the company’s activities.“Our main source of work is trans-

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porting the disabled in Cumbria, mainly for Cumbria County Council,” remarks General Manager Donald Fye.“We occasionally do holiday runs but many vehicles aren’t fitted out for motorway running. They range from four-seater cars to sixteen-seater minibuses and we offer wheelchair accessible vehicles to carry six wheelchairs and four seated passengers.”

UPGRADING Efforts over the years have improved the quality of vehicles, including upgrading minibus seats to coach ones with three-point seatbelts. All vehicles have radio/CD players, heating systems are being upgraded, cool boxes are carried and free hot and cold refreshments are available on some trips with blankets also offered. Donald admits the transition to where the company is now has involved a learning curve although it’s led to a successful conclusion. But the work imposes certain responsibilities to ensure operatives have

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FYE's Travel:feature 2 10/04/2014 09:12 Page 71

BUS & COACHES: FYE’S EXECUTIVE TRAVEL necessary skills. He says: “All staff have basic handling qualifications, have been on first aid, diabetic and epilepsy courses and are trained to administer certain medicines. We regularly have refresher courses for all PSV drivers, PHV drivers and Social Services escorts.” To ensure the necessary standards are maintained, every new driver must supply references and undertake a satisfactory test drive. After that, there are regular checks on drivers’ licences, their driving performance and how they inspect their vehicles and report defects. Additionally, all PSV drivers have digicards for tachograph analysis and have CPC qualification.

PEAK PERFORMANCE Vehicles are kept at peak performance by frequent inspections of the fleet generally and separate inspections of tyres and tail lifts. Certain repairs and diagnostic work are undertaken by third parties, including main dealers. Most work is carried out by the company’s own full-time mechanic in its workshop which features a 4.5 ton hoist, a range of hand tools, brake tester and welding equipment, spare parts being obtained where possible from local suppliers. The biggest recent challenge has been cut-backs in council budgets that have resulted in contract lengths being reduced. There’s also the on-going need to deal with members of the council’s licensing team who may not be fully familiar with the particular needs of mobility vehicles. The company, however, is fully conversant with what’s required and intends, as Donald confirms, to continue providing the service and expand it: “We have built our company to give good service. All vehicles are well looked after, staff are well trained and know how to treat passengers so we will carry on with our disabled work. We are looking to run a bus from local towns to Carlisle United home matches and, if successful, will consider away games. We may also put a package together for transport and a hotel stay in Blackpool as well as sightseeing trips because Cumbria has some beautiful countryside.” Tel: 01946 64030

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Gibraltar International Airport :feature 2 14/04/2014 09:50 Page 72

AIRPORTS OF THE FUTURE: GIBRALTAR INTERNATIONAL AIRPORT

“A LITTLE PIECE OF THE UK IN THE SUN” Although Gibraltar is just over 2.5 hours flying time from the UK, Gibraltar International Airport’s Air Terminal Director Terence Lopez believes the links between the two are close.

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Gibraltar International Airport :feature 2 14/04/2014 09:51 Page 73

AIRPORTS OF THE FUTURE: GIBRALTAR INTERNATIONAL AIRPORT

lthough Gibraltar is just over 2.5 hours flying time from the UK, Gibraltar International Airport’s Air Terminal Director Terence Lopez believes the links between the two are close. “We are a little piece of the UK in the sun,” he says. “There are no issues with the language or currency. We are far enough away to have our own identity but near enough to be convenient for business and leisure.” Gibraltar has always had strong links with the United Kingdom. A fact little known is that, during the Second World War, the civilian population was evacuated from Gibraltar, mainly to England and many families remained there. As a

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result, there’s regular traffic flow between the two locations. Terence says: “The links with the United Kingdom have been there for a long time. All our students go for further education in the United Kingdom and, though Gibraltar has its own hospital, some specialised treatment is undertaken in the United Kingdom so the airport plays an important part of our community. We are a community airport and we have to reflect that.” Gibraltar International Airport is unique in many ways, not least its location in a British Overseas Territory measuring only 2.3 square miles and serving a densely populated city area of 30,000 people. The air terminal is owned and

operated by Her Majesty’s Government of Gibraltar and the airport is owned and operated by the UK Ministry of Defence (RAF Gibraltar). That, as Terence outlines, requires a high degree of co-operation: “The MOD runs the airfield and all the services apart from the civilian air terminal. “They contract NATS to provide air traffic control services and are also responsible for maintaining the runway and all the navigation aids whilst all the passenger and handling services are civilian and managed by Gibraltar Air Terminal Limited. Having said this, the civilian footprint is expanding and, as from last summer, our ground handler is also handling military air-

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Gibraltar International Airport :feature 2 14/04/2014 09:51 Page 74

AIRPORTS OF THE FUTURE: GIBRALTAR INTERNATIONAL AIRPORT craft. At a more strategic level, apart from running the terminal, I chair the Airport Security Committee whilst the Station Commander chairs the Safety Committee and we jointly chair the Airfield Executive Committee; we have a great working relationship and we pool resources for some of our issues.

LOCAL REGULATOR “On security, we are obliged to conform to all European aviation security legislation and we have a local regulator. Our regulator, who is appointed under Gibraltar legislation, works under the umbrella of the United Kingdom Department for Transport, which is the appropriate authority in terms of security and he is designated as the locally appointed authority.”

Airfreight was limited to less than 170 tons last year and courier traffic was a significant element of that. The bulk of activity is passenger traffic, a mixture of leisure and business users, Gibraltar having a successful financial centre and most online gaming companies having a presence here. Terence says: “I am very pleased to note that, thanks to the new and sustained marketing efforts of the Ministry for Tourism, passenger traffic levels have increased over the last few months. I also suspect on anecdotal evidence that more people are flying to London for their leisure and shopping.” There is a decent element of general aviation due to Spanish cities such as Malaga and Cadiz being less than one hour away. “For anyone wishing to travel to places between these cities, they normally end up

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Gibraltar International Airport :feature 2 14/04/2014 09:51 Page 75

AIRPORTS OF THE FUTURE: GIBRALTAR INTERNATIONAL AIRPORT

“THE GIBRALTAR TOURIST BOARD, UNDER THE AUSPICES OF THE NEW MINISTER, HAS BEEN VERY BUSY IN INCREASING CAPACITY FROM HEATHROW AND MANCHESTER AND HAS ESTABLISHED THE NEW AIR LINK WITH BIRMINGHAM."

flying into Gibraltar,” remarks Terence. “One of the best features here is that distances are very short between landing, taxiing, disembarking and exiting the terminal. Even on a commercial flight, you can be out of the door within 12-13 minutes of landing and that includes collecting your luggage. If you are on a business jet, it is even less because we have a dedicated general aviation terminal so you don’t have to use the main terminal. There’s an exclusive security area, immigration and boarding lounges, so it’s very convenient.”

NEW TERMINAL A new terminal building was opened to arriving passengers in November 2011 and was

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fully operational by September 2012. Terence says: “We have five stands and can operate all day with all stands full. The present schedule is for 31 flights a week this summer; that’s below our capacity, so we are definitely open for business and wanting to attract new airlines and routes.” “We are trying to break into other areas,” he states. “We’ve had flights from Liverpool and East Midlands in the past and we’re now trying to expand into other areas of the United Kingdom and into Europe at some stage. The Gibraltar Tourist Board, under the auspices of the new Minister, has been very busy in increasing capacity from Heathrow and Manchester and has estab-

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Gibraltar International Airport :feature 2 14/04/2014 09:51 Page 76

AIRPORTS OF THE FUTURE: GIBRALTAR INTERNATIONAL AIRPORT

lished the new air link with Birmingham. Summer also sees increased capacity from Gatwick and Luton." British Lines Road Gibraltar www.gibraltarairport.gi Tel: (+350) 20012345

DEVELOPMENT OPPORTUNITIES There’s also a big push to increase the level of business aviation at the airport although, as Terence points out, that’s part of a wider plan: “We’re working on all fronts because Gibraltar has a lot to offer, not only for finance and business but also as a leisure destination with opportunities for city breaks. And we are a community airport and have to serve the community in the area. For many people who started in the United Kingdom

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in further education, we have opportunities for them to fly to different airports and there’s a good percentage of people here who travel.” To help increase airport use, there’s a concerted effort for everybody working in the terminal to reflect the hospitable nature of people in Gibraltar when dealing with passengers. Some cross the border with Spain and then fly on to the UK.Terence says: “We have them here for an hour and half and in that time I want them to experience the hospitality, professionalism and courtesy they’d experience if they spent a few days in our little country.”

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Gibraltar International Airport :feature 2 14/04/2014 09:51 Page 77

Fueling safely with OMEGA

rom Air BP’s perspective providing the fuel is just the first step in a long term relationship. “Fueling is much more than just putting fuel into the aircraft, a whole infrastructure must be implemented to ensure the product maintains its quality, that it is stored in the appropriate manner and that the equipment is maintained to ensure continued safefuelling,” says Miguel Moreno, General Manager for Air BP. One initiative that Air BP has introduced for customers responsible for their own fuelling operations, is the OMEGA operational support package. The acronym stands for Operations Manual for External General Aviation, and combines training and on-site support with the necessary documentation to ensure that customers can achieve the highest levels of fuel handling safety standards. This focus on safety and quality of product delivery is at the core of Air BP’s business development and why leading UK airports including London Oxford Airport, London Biggin Hill, and Carlisle have

adopted the programme to support their fuelling operations. The training and support product has been developed based on the company’s own decades of experience in handling fuel. It demonstrates how Air BP promotes operational excellence from the moment fuel arrives with the customer. It advises on safe storage and quality testing through utilising information about how to complete relevant equipment and quality checks. In addition, it makes recommendations about how to move fuel safely around the airfield and delivers instruction for the safe refuelling whether overwing or pressurised. Equipment maintenance and troubleshooting also form an integral part of the format. The delivery of OMEGA can be modified depending on the size or type of operation and also as the airport or client develops, so ensuring information stays current and relevant. Through incorporating operational, maintenance, Health Safety Security and Environment, (HSSE) and emergency response

procedures, OMEGA enables customers to run a fuelling operation where risks are clearly managed and pilots get the level of service they expect. Air BP has a dedicated in-house training team responsible for devising and implementing each client’s training modules. Air BP can also provide, or support in the design of, fuelling equipment. Where equipment is provided by Air BP customers can operate knowing that if additional equipment is required, Air BP has the capability to deploy quickly, so minimising any down time or potential incident. Looking to the future Air BP is already developing new techniques and methodology. The way in which training is delivered is already changing with regular reviews of the materials to ensure it stays current and user friendly. Support services are looking at providing more automated data services and improved misfuel controls. Whilst the Air BP airport fuel system of the future is still in planning stages, one thing is for certain, the continued focus on safety, quality and reliability remains at the core of operations.

BVRLA:feature 2 09/04/2014 09:27 Page 78

LEASING: BRITISH VEHICLE RENTAL AND LEASING ASSOCIATION

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BVRLA:feature 2 09/04/2014 09:27 Page 79

LEASING: BRITISH VEHICLE RENTAL AND LEASING ASSOCIATION

PROMOTING RESPONSIBLE ROAD TRANSPORT

The BVRLA is the trade body for the vehicle rental and leasing sector ehicle rental and leasing companies buy 82% of UK-manufactured vehicles sold in this country, making a £2.4 billion contribution to GDP and supporting 52,000 jobs. That means BVRLA, which is the trade body for companies engaged in the leasing and rental of cars and commercial vehicles, has a very significant role to play. The association was formed in 1967 to ‘encourage, promote and protect the interests’ of the industry. It now has more than 500 member companies that operate around 3.3 million cars, vans and trucks, representing the interests of more than two million car drivers and millions of others who use a rental car each year. Help for members is provided through a series of activities that include ensuring new regulations and legislation are fair by lobbying the UK and EU governments and working with agencies, industry associations and business influencers on key issues. BVRLA also provides a range of training courses and accreditations, runs forums and offers various products that include risk management tools, a vehicle mileage database, guides and a recruitment service. High standards are maintained by ensuring members adhere to a code of conduct that requires them to provide safe and roadworthy vehicles, give clear and accurate information and generally deliver the best standards of service to their customers. Backing that up is a quality assurance programme that carries out random inspections of vehicles, with a particularly thorough inspection of commercial vehicle premises, and a conciliation service to help customers resolve disputes.

V www.bvrla.co.uk Tel: 01494 545700

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Recent achievements have included persuading the Department of Transport to relax CPC requirements for those driving short distances as an incidental part of their job, removing a burden for most rental and leasing staff. It’s also boosted the profile of the sector through commissioning a report that demonstrates the contribution it makes to the UK economy, persuaded the FCA to classify vehicle leasing broking as a low risk activity and prevented a reduction in the 50% VAT reclaimable on leased cars used privately and for business amongst other successes. All that activity has contributed to the BVRLA being rated as delivering good or very good value for money by 96% of respondents in its 2013 member survey. The membership is growing and saw the acquisition of the first rental broker member in 2013 to broaden the association’s representation, with ambitions to expand the number of members even further. The BVRLA is currently working with the DVLA as it seeks to modernise its services and has recommended improvements that could save the government £19 million and businesses £22 million each year. It’s also working with the government to deliver a fairer system of taxation to provide incentives for the use of low emission vehicles, is attempting to reduce insurance costs, participating in the development of a new London ultra-low emission zone, launching two quarterly surveys to provide up-todate research on the sector and encouraging increased membership engagement including proactive discussions about key issues.

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Tusker :feature 2 10/04/2014 15:57 Page 80

LEASING: TUSKER he company car, once the preserve of sales representatives and higher management, is now available more widely through salary sacrifice arrangements, with Tusker’s SalarySacrifice4Cars scheme at the forefront. As CEO David Hosking emphasises, the scheme offers financial benefits to participants: “Anyone can surrender salary for a non-cash benefit and, depending on vehicle emissions, the benefit in kind tax can be much lower than PAYE and National Insurance rates.” SalarySacrifice4Cars offers both the employer and employee fantastic savings. The employer can potential-

Tusker. FLEET MANAGEMENT SPECIALISTS.

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Tusker :feature 2 10/04/2014 15:57 Page 81

LEASING: TUSKER ly save an average of £350 in NI contributions annually on the employees sacrificed salary while employees save an average of £80 per month through tax and NI savings. Combined with Tusker’s buying power, a fully inclusive motoring package and the fuel-efficient range of cars available through the scheme, employees are able to achieve substantial further savings. Although Tusker’s scheme isn’t unique, David firmly believes it’s the best available: “We have a fully automated online delivery mechanism to administer schemes in a simplistic way and make them viable. We handle liaison with drivers, the payroll department and everything else. We make employees aware of the benefit and they can specify the exact car they want including options. We provide full information to them and any Employee Benefits Provider to build into their total reward statement so it’s all integrated.”

TAILORED SCHEMES Every scheme is tailored to each customer’s individual needs following a comprehensive

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implementation process that will determine the scheme structure. This may include the car selection frequency, the type and value of cars available and the maximum amount of salary that can be sacrificed, with safeguards built in to ensure salary doesn’t go below National Minimum Wage. Many companies choose to take the green route and limit choices to low emission vehicles, keeping costs down and reducing their overall carbon footprint. Scheme cars average 106 grams per kilometre, which will continue to reduce with further take up of electric vehicles, Tusker having seen an increase of 250% over the last four months. Once the scheme is live, employees can access Tusker’s online driver site directly or via their benefit provider’s online platform. The authorised users access their personal driver home page to select and order a car, arrange servicing and handle various administrative tasks. These include a full online expenses portal to complete expense claims electronically.

There’s also full reporting for employees and employers.

FLEET MANAGEMENT For all vehicles, Tusker offers a fleet management service that provides full maintenance, replacement tyres, breakdown cover, licence checking, Road Fund Licence and comprehensive motor insurance for full business use. Added to that is Early Termination Protection should an employee leave, a StopGap car while awaiting delivery of their new car and an Employee Engagement Team to help drivers though the ordering process. “We believe in great communication to maximise employee take up,” remarks David. “Each customer has a dedicated marketing resource to launch the scheme and continue making employees aware of it. Excellent customer service is the bedrock of our business. “A big part of our role is resolving problems and making life easier. We care passionately about our customers — good manners, empathy and keeping promises are values we hold dear.

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Tusker :feature 2 10/04/2014 15:57 Page 82

LEASING: TUSKER

THE BIGGEST CHALLENGE HAS BEEN THE RAPID GROWTH, WHICH IS SET TO CONTINUE WITH A TARGET TO REACH 20,000 CARS IN THE MEDIUM TERM We work to build relationships where customers rely on us, knowing we're giving the best possible service.”

RISING TAKE-UP

2 Marlins Meadow Croxley Green Business Park, Watford, Hertfordshire WD18 8YA www.tuskerdirect.com Tel: 0333 4001010

Through its success, Tusker is seeing an increasing takeup rate, rising from an average 4.5% in schemes running for twelve months to 8.3% after three years. It has 155 live salary sacrifice schemes accounting for 70% of its business and operates a total fleet of 12,500 vehicles. Tusker’s customer base is made up of a combination of both private and public sector. Almost 4,000 cars provided are supplied under a framework agreement through the NHS North of England Commercial Procurement Collaborative (CPC Drive). One of the larger public sector contracts is for North Yorkshire County Council, its green car scheme being part of its flexible benefit package for 11,000 staff. The scheme is available through a pan-government collaborative framework agreement, which currently has 25 local authorities offering Tusker’s car scheme to staff. Other customers with salary sacrifice schemes are National Grid, Camelot and Airbus. Tusker’s innovative approach led to it being called ‘inspirational’ by the London Stock Exchange Group, David saying: “To be recognised as an inspirational company is a marvellous endorsement of the outstanding sales proposition and unique culture and work-ethic of our team.” The approach has also caused significant growth, with the salary sacrifice fleet doubling over the last eighteen months, the 10,000th car order recently

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announced and the workforce going from 28 to almost 100 in three years. That’s necessitated a move to new offices with three times the space and much better facilities.

FAST GROWTH The biggest challenge has been the rapid growth, which is set to continue with a target to reach 20,000 cars in the medium term. David is confident the company can handle it, saying: “We are getting better penetration into existing schemes as more people see the compelling reasons to participate and we have launched twenty new schemes in the first quarter of 2014. We have a further 28 scheme implementations going live over the next three months, taking us close to 200 schemes. “Our challenge is to ensure SS4C remains the car scheme of choice and we will work tirelessly to achieve this. Tusker will consolidate its success and continue along the path that has led to rapid expansion in the last few years. That means the continued provision of SS4C schemes to organisations wanting to increase the flexible benefits they provide to their employees whilst saving money.”

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Tusker :feature 2 10/04/2014 15:57 Page 83

LEASING: TUSKER

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Cumbria Logistics:feature 2 11/04/2014 11:21 Page 84

PALLEX: CUMBRIA LOGISTICS

FLEXIBLE APPROACH

Family owned with a wealth of knowledge within the distriubution industry, Cumbria Logistics pride themselves in providing the very best customer experience.

company’s worth is often determined not by how it behaves under normal circumstances but how it reacts when things go wrong. That’s something Cumbria Logistics believes in although its approach is all about making sure nothing does go wrong. The belief was put to the test by the biggest challenge the company faced when in 2007, after operating a parcel business through a franchise for ANC since 1996, FedEx acquired ANC and cancelled the franchise with only three days notice. “We had to build up the pallet side almost from scratch with seven remaining staff and local businesses to pay,” recalls Financial Director Nicky Harris. “The relationship we had with our suppliers and customers saw us through this period and beyond.”

VARIETY OF SERVICES Since that time, the company has successfully re-established the business as a one stop distribution solution where pride is taken in providing the very best customer experience. It remains a family business but

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Cumbria Logistics:feature 2 11/04/2014 11:21 Page 85

PALLEX: CUMBRIA LOGISTICS

employs a professional and friendly team whose flexible approach means services are tailored to meet customers’ needs. Cumbria Logistics now offers a wide variety of services that include the delivery of diverse consignments, both full and part loads, to all parts of the UK and further afield on a next day or same day basis when required. That’s been partly achieved through membership of The Pallet Network and The Hazchem Network, for whom it handles the DG, CA and TD postcodes. Nicky says: “We cover coast to coast from Stranraer to Berwick upon Tweed and down as far as Millom in the Lake District, transporting both hazardous and non-hazardous goods. This is one of the largest areas in terms of square miles covered by a single depot.” Membership of The Pallet Network means Cumbria Logistics can provide a cost-effective service throughout the UK and Europe for all sizes of loads down to a single pallet. The network handles over 37,500 pallets each week through its West Midlands hub and has a stable membership of 100 independent hauliers in the UK and a further 23 in Ireland, who all

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CUMBRIA LOGISTICS NOW OFFERS A WIDE VARIETY OF SERVICES THAT INCLUDE THE DELIVERY OF DIVERSE CONSIGNMENTS, BOTH FULL AND PART LOADS, TO ALL PARTS OF THE UK AND FURTHER AFIELD ON A NEXT DAY OR SAME DAY BASIS WHEN REQUIRED. place value on quality with a zero tolerance policy to loss and damage. Carriage of hazardous chemicals is enabled through membership of The Hazchem Network, which handles over 1,000 pallets each night through its hub and achieves 99.9% on time and in full deliveries. All drivers are fully ADR trained and licensed to carry hazardous chemicals and there’s full compliance with DGSA and HERS back-up.

MIXED FLEET The company has a warehousing and distribution depot that provides secure storage with CCTV monitoring and has a mixed fleet that includes HGVs, vans and double-deck and single/urban trailers backed up by several full-time sub-contractors. That enables it to provide services to a number of regular customers such as

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PALLEX: CUMBRIA LOGISTICS

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PALLEX: CUMBRIA LOGISTICS

“OUR STRENGTH IS PUTTING OUR CUSTOMERS BEFORE PROFIT AND THE HIGH STANDARD OF OUR TRAFFIC OPERATION AND CUSTOMER CARE MAKES US STAND OUT ABOVE OTHER COMPETITORS”

waste and recycling solutions provider Straight plc, delivering compost bins and water butts across the North of England. It also delivers library books to schools throughout Cumbria for Cumbria County Council, is the sole UK distributor of Ambrosia Bee Food for Aulumgaard of Denmark, provides a pick and pack operation for 2HK building supplies and stores and distributes goods for Jobsons Farm Health, a local animal health specialist. The whole operation is controlled by Manpac3, a tailored transport management system that provides job tracking from inception until invoicing. It is hoped to incorporate the vehicle tracking element some time this year, which will cause a significant reduction in paperwork and time. That all ties in with The Pallet Network’s own state of the art IT system that allows consignments to be tracked at every step of the distribution chain and The Hazchem Network’s IT system that provides full digital security for loads. Only the most professional drivers are employed and all have ADR and CPC qualifications that were obtained at least two years before legally required. “We work here as a team and most of our staff have been with us in excess of ten years,” remarks Nicky.

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DIVERSE BUSINESS All the activity has created a successful and diverse business from what could have been a disaster with the withdrawal of the parcel franchise in 2007. But that hasn’t occurred purely by chance because the emphasis is on listening to customers, solving their delivery challenges and developing long-term relationships. Nicky says: “Our strength is putting our customers before profit and the high standard of our traffic operation and customer care makes us stand out above other competitors. All our customers have direct access to management. We provide a safe and secure environment to encourage staff commitment and consequently have a very low turnover of staff.”

CUMBRIA LOGISTICS Shed 8 Unit 7 Sandysike Industrial Estate Longtown, Cumbria CA6 5SR www.cumbrialogistics.co.uk Tel: 01228 792111

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North Ayreshire Council:feature 2 25/04/2014 12:20 Page 88

Analysis over three years by Gordon Mitchell, Transport Manager at North Ayreshire Council,has seen the council take a number of initiatives to reduce carbon emissions, increase operational efficiency

MAKING

GREAT STRIDES 88

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COUNCILS: NORTH AYRSHIRE COUNCIL

orth Ayrshire Council has made significant strides towards its core objective of reducing costs within its transport fleet. Its efforts are underpinned by a determination to reduce carbon emissions, increase operational efficiency and add value to its public service without compromising standards of delivery. A number of initiatives over the last three years have begun to see these targets become reality. For example, the development of its transport hub, increased utilisation of assets, introduction of new technology such as telematics and enhanced use of fleet management software, better route planning and use of low emission vehicles, have led to a reduction in fleet costs and carbon emissions while enhancing operational effectiveness. Gordon Mitchell, Transport Manager, began to analyse fleet strategy and identify areas for improvement about three years ago. One of his first measures was to re-align the Council’s long-running use of its fleet management system. He identified areas in which the software can be enhanced to improve the Council’s ability to report on key data that would be used to better control and evaluate the way in which the fleet is maintained, utilised and updated.

BLANK CANVAS One option was to invest in new software but this would be a costly alternative to re-educating staff on the full potential of the system. Therefore, North Ayrshire Council chose to upgrade the current software with staff trained on its best use through the existing provider. Essentially beginning from a blank canvas, Gordon has overseen a significant reduction in costs as the software has reduced administration duties to allow staff to focus on other tasks. Processes have been streamlined with purchase orders, departmental recharges, hires and reports all created through the system while vehicles, drivers and assets are assigned their own data. Visibility over maintenance and repair schedules has also been improved alongside a traffic light system which notifies users of pending, due and overdue jobs. In its first two years of use it saved the fleet department approximately £400,000. More recently, a small part of the saving has been reinvested into the department with further upgrades to the fleet management system by implementing a web-based application. This has brought a number of additional benefits such as cross-departmental communication, allowing staff to input relevant data thus freeing up time and resource. New communications technology has complemented the use of this system with staff using smartphones, laptops and iPads to quickly and effectively update the system. Indeed, the fleet management software’s labour intensified work-based solutions allow the Council to use online connectivity to vastly improve systems and processes.

DEDICATED Yet, while cost savings are crucial to the Council’s forwardthinking asset management programme, it is also dedicated to reducing the environmental impact of its operations. By marrying the two objectives the Council can make a dramatic and long-term impact given that its substantial fleet consists of 570 vehicles and road-registered items of plant. “Carbon reduction is something that all local authorities need to address,” says Gordon. “It is particularly relevant

for North Ayrshire given the size of our fleet. A key component of the asset management plan is to review vehicle replacement with a view to lowering emissions and adding fuel efficiency. “For example, we have trialled and introduced alternativefuelled vehicles, the first of which were hybrids in 2011.These have proven successful given that we have recorded a 10% reduction in emissions but with only seven in the fleet and their annual mileage, of around 20,000 miles per annum, comparatively low to other vehicles, the overall saving is relatively small.” However, the carbon reductions seen in the hybrids have highlighted the potential of hybrid and electric vehicle utilisation. For example, the Council has trialled a couple of Lithium-Ion battery electric vehicles as part of a grey fleet review. Staff currently do around 1.75 million miles per annum as part of their Council duties. Gordon and his team intend to capture grey fleet data in order to identify potential savings, and provide a bank of pooled low emission and electric vehicles which would deliver dramatic savings. Indeed, North Ayrshire has already installed two electric charging points at its Headquarters and is hoping to see this number increase throughout the region in the coming years. Yet, with electric vehicle technology still developing, the Council has focused on a number of areas to increase fuel efficiency in its mainly diesel-powered vehicles. Examples include the use of telematics, bio diesel in some vehicles, speed limiters, environmentally prudent purchasing of parts and the procurement of vehicles that meet the latest available European emission standard. Indeed, the Council has recently taken delivery of five 7.5 tonne trucks with the latest Euro 6 engine technology.

TELEMATICS Implementation of telematics has however proven to be one of the most successful initiatives. “We have had telematics installed and operational for around 12 months. This allows us to report on driver behavioural issues such as speeding, idling and over-revving. We have achieved better fuel efficiency by targeting training for individual drivers based on telematics data, while this information has made drivers more aware of their technique,” remarks Gordon. The fleet manager admits that it has been challenging getting drivers to change the way they do things but believes they ultimately recognise the benefits. “The techniques we are getting our drivers to implement will have a knock on effect not just in terms of the Council’s work but also in how they drive their own vehicles safely and fuel efficiently.” Certainly, the drivers operating the hybrids have benefited from the Lightfoot technology from developer Ashwoods which, through a simple green-amber-red light readout, immediately tells drivers how efficiently they are driving. “It quickly allows drivers to make a corrective action – whether that be to accelerate more gradually or use a higher gear – which ultimately produces a more efficient driver. Our goal is to have all our drivers driving consistently in the green.” Outsourcing the parts department has also helped reduce the Council’s environmental impact. “Through a third party we work with sustainable organisations to buy parts for vehicles. Measures such as reducing the distance in which parts are shipped, and reducing necessary journeys

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COUNCILS: NORTH AYRSHIRE COUNCIL

“RATHER THAN REPLACING VEHICLES BASED ON A FIXED AGE PROFILE, WE UPDATE THE FLEET BASED ON FOUR CATEGORIES – AGE, ODOMETER, LABOUR DOWNTIME, AND PARTS”

NORTH AYRSHIRE COUNCIL Cunninghame House Irvine, Scotland KA12 8EEwww.north-ayrshire.gov.uk Tel: 01294 310000

by holding more stock, are two of the ways we have been able to act more environmentally responsible. We also make use of tyre remoulds which means we aren’t relying on the costly process of having a tyre manufactured and transported.” Similarly, the Council has better targeted its vehicle replacement policy so that, for instance, vehicles are used in a way that maximises value.To extend their life, vehicles may be transferred to other services, utilised within the central transport pool to reduce the need for hire vehicles, or used to replace a vehicle that is no longer economically viable. “Rather than replacing vehicles based on a fixed age profile, we update the fleet based on four categories – age, odometer, labour downtime, and parts. For example, previously we might have had a vehicle reach its five-year lifespan with only 30,000 miles on the odometer. That isn’t a significant amount of miles so we will balance the advantages of maintaining the vehicle in the fleet before procuring new vehicles. It is

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about extending the lifecycle of a vehicle without compromising service standards.” An example of the Council’s vehicle replacement policy bringing tangible carbon reduction benefits can be seen in its recent replacement of 20 vehicles and move from 1.9 litre engines to a 1.3 litre engine. This is complemented by stop-start technology to achieve further fuel efficiency. “In previous years the policy would usually see a certain type of vehicle replaced with an updated model but we are now trying to evaluate the uses of the vehicle being replaced and analysing the market to see if we can improve upon our fuel efficiency and carbon emissions without losing capability. With the smaller car–derived vans we found we weren’t losing any capacity while we have subsequently enjoyed further advantages. “For example, there has been a slight reduction in accidents because they are smaller and easier to handle, particularly because you can utilise the rear-view mirror when reversing. They are used mainly by our care-at-home team and they are often parking in small spaces so they have become very handy. This has importantly reduced downtime and additional costs.” Gordon says that more opportunities will be assessed and implemented in the coming years. Key areas include trialling of new technology, increasing fleet utilisation, further development of the Corporate Transport Hub, evaluation of the Council’s grey fleet, and its method of purchasing and financing vehicles.

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North Ayreshire Council:feature 2 14/04/2014 11:13 Page 90

COUNCILS: NORTH AYRSHIRE COUNCIL

“RATHER THAN REPLACING VEHICLES BASED ON A FIXED AGE PROFILE, WE UPDATE THE FLEET BASED ON FOUR CATEGORIES – AGE, ODOMETER, LABOUR DOWNTIME, AND PARTS”

NORTH AYRSHIRE COUNCIL Cunninghame House Irvine, Scotland KA12 8EEwww.north-ayrshire.gov.uk Tel: 01294 310000

relying on the costly process of having a tyre manufactured and transported.” Similarly, the council has better targeted its vehicle replacement policy so that, for instance, vehicles are used in a way that maximises value. To extend their life vehicles may be transferred to other services, utilised within the central transport pool to reduce the need for hire vehicles, or used to replace a vehicle that is no longer economically viable. “Rather than replacing vehicles based on a fixed age profile, we update the fleet based on four categories – age, odometer, labour downtime, and parts. For example, previously we might have had a vehicle reach its five-year lifespan with only 30,000 miles on the odometer. That isn’t a significant amount of miles so we will balance the advantages of maintaining the vehicle in the fleet before procuring new vehicles. It is about extending the lifecycle of a vehicle without compromising service standards.” An example of the council’s vehicle replacement

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policy bringing tangible carbon reduction benefits can be seen in its recent replacement of Ford Connects with Vauxhall Corsa vans. “We have replaced 20 of these vehicles and moved from a 1.9 litre engine to the 1.3 litre engine found in the Corsa vans. This is complemented by stop-start technology to achieve further fuel efficiency. “In previous years the policy would usually see a certain type of vehicle replaced with an updated model but we are now trying to evaluate the uses of the vehicle being replaced and analysing the market to see if we can improve upon our fuel efficiency and carbon emissions without losing capability.With the Corsa van we found we weren’t losing any capacity while we have subsequently enjoyed further advantages. “For example, there has been a reduction in accidents because they are smaller car-derived vans and easier to handle, particularly because you can utilise the rear-view mirror when reversing. They are used mainly by our care-at-home team and they are often parking in small spaces so they have become very handy. This has importantly reduced downtime and additional costs.” Gordon says that more opportunities will be assessed and implemented in the coming years. Key areas include trialling of new technology, increasing fleet utilisation, further development of the Corporate Transport Hub, evaluation of the council’s grey fleet, and its method of purchasing and financing vehicles.

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lookingback:feature 2 11/04/2014 14:00 Page 92

Looking back at...

CLEMENT ADER In our regular column we take a brief look at some of the great pioneers, innovators and technology that has helped shape the world’s transport system

lement Ader was a French inventor who has been referred to as the “father of aviation”. The selftaught engineer was fascinated with pushing the boundaries of technology, particularly flight, experimenting with a gaspowered balloon flight in the late 1800s before inventing a number of communications devices. The word “avion” became part of the French language following his development of a heavier-than-air aircraft and it is in this field that he is most renowned. He developed two flying machines — the Ader Eole and the Ader Avion III. His first aircraft had a bat-like design and was powered by a lightweight steam engine, which Ader developed himself. The engine consisted of four cylinders producing 20 horsepower to drive a four-blade propeller. He claims the aircraft – the Eole - took flight and this has been widely accepted. According to Ader, he took to the air on October 9th 1890 and flew at a height of 20cm, flying uncontrolled for approximately 50 metres. His work was drawing plenty of attention, not least from Charles de Freycinet, France’s Minister of War. With the government’s backing,

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Ader fully developed and constructed the Avion III. It is noted for its resemblance to Batman’s aircraft in the Tim Burton movies, built out of linen and wood with a 15-metre wingspan. It was powered by two four-blade tractor propellers, using steam engines. Trials took place in 1897 but were unsuccessful. Despite the Wright Brothers taking aircraft development much further, and receiving all the limelight, Ader remained an active proponent of the development of aviation. Most prominently, he wrote L’Aviation Militaire which considered aircraft development and its future role in warfare. Ader foresaw the creation of a sea-bound aircraft carrier with a flat flight deck. His ideas potentially inspired the USA to develop its first airplane-carrying vessels.

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ISSUE 145

TRANSPORT &LOGISTICS T H E

I N D U S T R Y

F O R WA R D

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D R I V I N G

r u o h 24

BELL TRUCK SERVICES

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RECOVERY SPECIALISTS

ALSO INSIDE:

GIBRALTAR AIRPORT PAGE 72

ROTHBURY MOTORS PAGE 64

RICHARD READ TRANSPORT PAGE 14

PLUS: EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST PAGE 42