Sector Focus
Business Travel
Sponsored by: Chiltern Railways A lesson in awareness
Chiltern Railways partners with Aston University to improve customer experience during rail disruption
By Suzy Rigg Senior Communications Manager
Chiltern Railways has partnered with Aston University to improve information during rail disruption developing a simulation system for staff which will speed recovery and improve communication. Disruption is sometimes
inevitable due to external incidents such as technical failures and extreme weather. Sharing of information can help to reduce the impact of delays; improving travellers’ journeys by clearly informing their decisions on whether to travel and how. The project is part funded
by RSSB’s Train Operator Challenge 15 (TOC’15) competition and follows work undertaken by Chiltern Railways and Aston University during 2015 that demonstrated the critical value of information for passengers during disruption. Dave Penney, Managing
Director of Chiltern Railways said: “The work is a demonstration of our commitment to provide customers with the best travel experience possible. We recognise that travel disruption can be stressful so it is vital that our staff have the skills to give our passengers timely, accurate and clear information whatever the situation. This work is incredibly important as it will allow staff to test themselves in a variety of situations both familiar and unfamiliar.” Professor Ben Clegg,
Professor of Operations Management, Aston University, commented: “We are delighted to be working with Chiltern Railways as it gives us a first-hand insight into the rail industry and provides us with a complex challenge. At Aston, we are always keen to engage with businesses and apply our expertise to real-life situations, helping to solve even the toughest challenges that they face.”
52 CHAMBERLINK May 2016
National Express West Midlands (NXWM) and Centro have celebrated a successful year of delivering '2WheelsAware' courses for trainee bus drivers. More than 400 new bus drivers have attended the cycle awareness courses as part of their NXWM induction since March 2015. The half-day courses, at the NXWM Walsall
training site, include both classroom and practical 'on-the-road' sessions. Instructors from BikeRight! deliver the training,
which aims to teach drivers about sharing the road with cyclists and how to drive safely in urban areas. Centro, the delivery arm of the West Midlands
Integrated Transport Authority (ITA) has jointly funded the courses, through the Local Sustainable Transport Fund, along with NXWM.
‘As we encourage more people to get on their bikes, we must ensure safety is a priority’
BikeRight! also provides cycle training and maintenance classes for adults as part of the West Midlands Smart Network, Smarter Choices project and BikeRight! cycling instructors recently took part in a 'driver challenge' day with National Express, to look at things from a bus driver's perspective. Chris Perry, Centro's director of integrated
mobility, said: "We have set ambitious targets for cycling in the West Midlands ITA's Cycling Charter and, as we encourage more people to get on their
On the buses(front left to right): trainee bus driver Jack Yates with BikeRight! instructor Phil Innamorati and colleagues on the 2WheelsAware course.
bikes, we must ensure safety is a priority. This innovative training is really important both for improving cyclists' confidence on the roads and helping drivers to understand the needs of cyclists." Mark Simcox, NXWM head of training and driver
recruitment, said:'The 2WheelsAware course is now an integral part of our new driver training and feedback from drivers is overwhelmingly positive. We are now running the courses all year round and, so far, we have never had to cancel due to bad weather!" Andy Tucker, marketing manager for BikeRight!,
said: "Drivers get to go out on bikes with qualified cycling instructors in real traffic situations - this is what makes the course so effective and gets such positive feedback."
Well paid (from left): Neil Hocknull, Catherine Wood and Justin H. Walker Working hard pays off
The Government’s new National Living Wage has just become law – but hundreds of National Express West Midlands employees have enjoyed a higher rate of pay since the beginning of the year. The Birmingham-based business
gained Living Wage accreditation in January, making it the largest Living Wage employer in the West Midlands and the first private transport group to commit to paying its employees the higher, voluntary rate. The company’s pledge to ensure
that all members of staff earn a Living Wage has been welcomed
by staff, trade unionists and politicians across the political spectrum, including local MPs Jess Phillips and Colleen Fletcher who have both signed an Early Day Motion. Peter Coates, managing director
National Express UK Bus said: "Our staff do a great job helping people get to work and school and to see their family and friends every day. We are always looking at what more we can do to recognise this hard work and our accreditation as a Living Wage employer in the UK testifies to our determination to be the best possible employer.”
Fast and furious: Michelle Rodriguez
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