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The transport team also has a dedicated training manager, Ed Carter, who works with the new team members to make sure they understand what is expected of them and are given the right training to work safely and effectively on-site.

In addition, Mitie was able to bring in their colleagues working with other major transport providers to act as consultants, sharing best practice examples and experiences with Arriva.

“The ‘Passenger Experience’ is of

utmost importance to

transport-sector clients and Mitie plays a vital part in this process.”

A major feature of Mitie’s work with other transport providers is to ensure that their clients’ stations, terminals or vehicles are not just functionally clean but are also perceived to be clean by the travelling public. The ‘Passenger Experience’ is of utmost importance to transport-sector clients and Mitie plays a vital part in this process.

A People-focused

Approach When work started on the contract, it was crucial that those working for Mitie on an Arriva site felt part of both companies and knew about the opportunities open to them. In November 2014, the first monthly newsletter was launched and distributed to the employees who transferred over. It featured the latest news from both Arriva and Mitie and is a great way to make sure that those working for Mitie on an Arriva site are informed about the latest developments.

Bringing In The Lean Team As part of its offering, Mitie used its business improvement team to implement Lean Six Sigma principles and procedures on the contract. All members of the business improvement team are trained by Mitie's in-house training facility, the Lean Academy, and have achieved qualifications from the National Open College Network. The transport team also has a dedicated business improvement manager who not only understands Lean but also how it works in practice in the transport sector.

By working together with the client, they have been able to standardise and simplify the processes on-site making things easier for both the operatives and the client.

A Strategic Contract This contract is strategically important to Mitie due to the sheer size and scale of Arriva’s operations. Arriva is a key component of this country’s transport infrastructure, carrying millions of passengers every month around the UK, and a company of that scale needs a provider that truly understands the challenges the transport sector faces.

It’s the moving elements of transport that make it such a challenging sector to work in. Whether bus, train or plane, the vehicle has a strict timetable to keep to and so the cleaning of each vehicle must also adhere to strict timescales. The cleaning schedules for vehicles need to operate within strict turnaround

times so that passengers can get from A to B as smoothly as possible and Mitie’s operations reflect this.

Mitie understands that the passenger experience is paramount and increasingly becoming the most important benchmark of success for major transport providers. Mitie's teams are actively supporting Arriva in providing transport to millions and they take this role incredibly seriously, acting as ambassadors for both Mitie and the client during their duties.

Rob Cattell, managing director of Mitie’s Environmental + business said: “This is a vote of confidence in our transport team that continually puts the passenger experience at the heart of everything we do. A lot of work will go into ensuring each individual bus starts its daily journey in pristine condition, something that passengers should rightly expect.”

Evolving As

Environmental + With over 32,000 people, Mitie’s Environmental + team is one of Mitie’s largest businesses. Over the past 12 months, the business has been aligning its offering to meet a growing client demand for a sector-based approach. The business now operates out of six key sectors: commercial, transport, retail, healthcare, manufacturing and leisure, each headed by an industry-expert.

Environmental + is now looking ahead to March 2015, when its experts will be speaking and exhibiting at the Cleaning Show 2015 as the Platinum Sponsor. At the event, they will be discussing innovation and change in the industry, looking ahead to future trends. This also gives them the perfect opportunity to demonstrate their sector expertise again, when delivering a speech specifically on emerging trends in the healthcare sector.


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