“Customers are seeing our local people are happy and able to make decisions on their own,” she added. “The bureaucracy that tied
them up is gone.” LINDA BURTWISTLE, PRESIDENT OF FIRST STUDENT
with 10 tips to improve fuel efficiency by driving safely, managing speeds, avoiding rapid acceleration and hard braking, reduc- ing idling and talking to maintenance. Te result of these teams’ efforts increased
efficiency throughout all operations, employee buy-in and positive execution — what the company refers to as “Te New First Student Way.” “If it’s driver training, let’s recognize who in the company does it the best. Let’s bring reps in on a best-practice team, the best and brightest from the field,” said Moore. Employees in various positions from
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across the country were brought together to take a long, hard look at operations to de- termine the best way to fix whatever didn’t work well. From these teams, First Student developed what Moore called a portal of company policies and procedures that are always available online for all employees to access everything from driver safety training information to key performance indica- tors. Moore said this portal is a constantly improving code of processes. “What we do in L.A., here, should pretty
much be the same way we doing things in Kansas City, Chicago,” he added. “It’s empowered our people.”
FOUR-TO-ONE IMPROVEMENT Prior to interviewing Moore, First
Student had completed a round of employee surveys to gauge just how well the transition was working. Quite well, as it turned out. According to the company’s “continual self-assessment of the organization,” 99 per- cent of front-line employees, or the boots on the ground at school districts nationwide, now report they are individually committed to First Student’s cultural transformation. Meanwhile, 97 percent said they believe the company has fundamentally changed the way it operates, and 94 percent said they are proud to work for First Student and would recommend the company. “If we had done that (survey) a couple of
years ago, we would not have had those type of engagement scores,” Burtwistle noted about the results, which have improved over each of the past three years. And First Student’s customers are seeing
the difference. Burtwistle said district survey scores improved for the fourth consecutive year and are higher than ever. “Customers are seeing our local people
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38 School Transportation News June 2013
are happy and able to make decisions on their own,” she added. “Te bureaucracy that tied them up is gone.” A big piece of this transformation was to
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