The quality of Mersey

World-class organisations need world-class skills, says Merseytravel Chief Executive NEIL SCALES. That’s why he’s embraced informal learning for his staff, recognising that when people gain satisfaction from personal development learning, they bring that satisfaction and an appetite for developing further skills with them into work

coordinate the provision of public transport, and operate the Mersey Tunnels and Mersey Ferries, as well as some local tourist attractions which complement the ferries terminals. We directly employ around 800 people, who

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have a challenging role to play in managing all of these highly diverse areas, including policing the Mersey Tunnels, the marine operations for ferries and the executive and planning functions. Merseytravel’s workforce also includes maintenance and craft teams, peripatetic staff working out on the network, and many customer-facing staff. The diversity of the workforce creates some challenges, but Merseytravel has risen to these. We have set ourselves the target of becoming nothing less than world class. As Lord Leitch recognised in his 2007

report, this requires ‘world-class skills’, and Merseytravel has developed a reputation for being a ‘champion of skills’, for both our own workforce and the wider transport sector. Merseytravel can demonstrate compre-

hensive systems for our workforce to develop skills, including the provision of cornerstone skills such as Skills for Life and ICT qualifications, delivered in-house, and a range of vocational and professional qualifications, reflecting a comprehensive approach to work- place training in areas such as health and safety, first aid, and equality and diversity, most of which are also delivered in-house. However, this is only half the story. In 2004 Merseytravel management and unions formed a dynamic partnership called Merseylearn, in recognition of the fact that although both parties may have differences, and the relationship may not always be smooth, upskilling staff brings benefits to all parties. This partnership created an opportunity to drive the skills agenda forward, and was quickly recognised and supported by Unionlearn, a key partner in our success. Subsequently, Merseytravel signed a memorandum of understanding with GoSkills the Sector Skills Council for transport, and, under the Merseylearn banner, we are supporting the development of skills for taxi, bus, rail and allied transport sector workers

erseytravel is the operating name for the Integrated Transport Auth- ority and Transport Executive of Merseyside. Our role is to

across the Merseyside region, playing a significant role in the strategic and operational delivery of skills in this important sector. Building on this dynamic partnership, Merseytravel has continued to develop and refine its approach to learning, recognising that in order to achieve our world-class ambitions we needed to give every member of staff the opportunity to develop as a ‘whole person’, that is, allow them to develop skills for personal development, skills which will bring them satisfaction, motivation and growth as an individual, and encourage the creation of a more satisfied and motivated workforce. With the support of Unionlearn, Mersey-

travel established a collective learning fund, which allows any member of staff to borrow the funding they need to engage with personal development learning, and which is paid back into the fund directly through their salaries using corporate systems.

Broad range To date, staff have used this funding for a very broad range of activities, including dressmaking, Latin, baking, holistic therapy, Indian head massage, music and balloon design, and accessed funding to the value of £20,000. While many have used this for purely

personal development, others have taken the opportunity to enhance their careers or employability through qualifications or skills which, although they may not be needed for their current job, will enhance their prospects for the future, such as degrees in criminal justice and management, qualifications in electrical engineering, accounting, teaching and accident investigation, and some skills which have many benefits, such as learning to drive, which has been particularly popular. The commitment to informal learning is

also seen in the types of opportunities which Merseytravel makes available to its staff, including an in-house coaching circle, action learning, a book-swap facility, Next Step advice and guidance delivered in-house by a trained team, bite-sized informal Skills for Life and ICT sessions targeted at improving specific skills, and opportunities for staff to support their physical and mental health, including health checks and specialist resources within the organisation.

Merseytravel embraces informal learning

for its staff, recognising that where staff gain satisfaction from personal development learning, they will bring that satisfaction and appetite for developing further skills with them into work. The evidence for the success of this comes

from Merseytravel’s own experience. Since we embarked on this journey we have seen customer satisfaction levels increase, sickness and attrition levels decrease, and a greater percentage of staff being successful in internal promotion. Whilst some may advise caution in up- skilling staff, we have challenged this, asking: ‘What is the greater risk: to train staff, and have them leave, or not to train them, and have them stay?’ To this end, we are committed to making Merseytravel a true ‘learning organisation’. Our success is reflected in our status as an

Investors in People ‘Champion’ – we are the first public-sector organisation to achieve this – in our annual awards ceremony recognising achievement, and in the many awards and plaudits we have collected on our journey. With all this learning going on inside

the organisation and across the transport sector, we might be forgiven for resting on our laurels, but no. To complement this, our range of tourist attractions has helped us develop a strong focus on informal learning for all our customers. Our attractions include a World War Two German U-Boat, where visitors can gain an understanding of life underwater during the war; a Spaceport, with interactive exhibitions and activities; and the Beatles Story, helping people learn about and experience the culture of Liverpool in the 1960s.

Merseytravel now has 96 per cent of its

staff trained to Level 2 or above, and 58 per cent at Level 3, with many more doing higher- level qualifications or learning for personal development or informally. This creates a culture in which an appetite for excellence is encouraged and where everyone touched by learning, whether staff or visitors, leaves with a little more knowledge or understanding than when they started.

Neil Scales is Chief Executive and Director General of Merseytravel

JANUARY 2011 ADULTS LEARNING 11