Successful public transport ‘We live and die by the quality of our people and talent pipeline’

Rail Safety & Standards Board Building a better safety culture

magazine

Ensuring safety Benefiting from the best possible safety culture

No.3 For employees and stakeholders of Abellio / June 2014 2 THE ABELLIO WAY MAGAZINE

COLUMN Safety is our CONTENTS ­overarching priority To manage and implement good safety 3 STATE OF MIND measures we have a structure in place Safety as part of our DNA that links each operating company with Abellio Group and NS values, whilst at the same time allowing our businesses 4 ON THE ROAD WITH GEORGE BARRON to meet their regulatory and franchise “This is a very exciting environment standards as bespoke operations. It to work in” doesn’t make sense to operate a bus like a train, the hazards and risks are different. It does make sense to have 5 OUR PEOPLE managers and employees who Meet Michaela Kerzel, Abellio understand how to act safely and who are committed to doing just that. Deutschland This flexible, adaptable and cooperative approach ensures that our safety 6 SAFETY professionals can communicate quickly and effectively and share good practice. Taking safety to the highest level It means we can implement innovation, benchmark against each other and 8 INTERVIEW WITH ONE industry performance, and support each other in improving safety. It also OF OUR STAKEHOLDERS recognises that one set of rules cannot Rail Safety & Standards Board fit every situation as we operate in different sectors in different ways, all Technical Director Colin Dennis of them safe. Safety is a key responsibility for us all, 10 MEANWHILE BACK AT … it doesn’t matter who you are or what your role is. What matters is that safety ABELLIO LONDON & SURREY is in your hands every minute of every Making an important contribution day. The most important thing you can to safe cycling in London do today is do your job safely and support all the safety measures and structures we have in place. If we all 12 MY ABELLIO WAY do this our safety culture will further New trains make strong impression in improve and we will continue to keep each other and all our passengers and Wuppertal customers safe. This edition of Abellio Way is all about safety. It will give you an insight into the initiatives across our Group.

Enjoy!

Jeff Hoogesteger CEO Abellio Group

COLOPHON The Abellio Way Magazine The Editorial Team Ed Coumans, Images/ Monty Rakusen, Jurjen All rights reserved. Number 3 - June 2014 James Dark, Yvonne Mulder, Wies Poeles, Frank Rogner, Simon Reproduction in whole or in Published by Abellio Group Peters, Dirk van Sambeeck, Rose Rawles, Aubrey Wade part without written permission Teunissen (editor-in-chief), Editing and design is strictly prohibited. P.O. Box 2025 Marieke Thomassen, Nancy Visser, Gloedcommunicatie, Nijmegen 3500 HA Utrecht Roel Willems, Cameron Jones Printed by The Netherlands Images Ludolf Dahmen, Getty Mediacenter, Rotterdam ISSUE 3 – JUNE 2014 3

Improving Abellio’s safety culture Good neighbours

Safety is the top priority throughout Abellio’s businesses. It is not about writing hundreds of pages of rules or putting up more signs, says Steve Enright, Group Head of Safety and Environment. It is about developing the right attitude in every single member of staff – the attitude that makes us a ‘good neighbour’.

He explains: “A good neighbour doing something unsafe than we looks after the people he knows, would think of stealing from our Hazard or risk? What helps them to get things right and friends – or neighbours.” is the difference? helps stop them doing things wrong. A good neighbour does not accept Listening and learning The hazard is the thing that can unsafe behaviour from friends and The most important thing is to hurt us and the risk is a combina- helps them understand that we all communicate with people. “We need tion of how much hurt it can share the responsibility to look after to understand someone’s current cause, how many people it can each other. Good neighbours take state of mind in order to be able to hurt, how likely it is to hurt us and responsibility for themselves and for fully engage with them and bring how often. This means knowing others.” them into the change process,” says the hazard exists and then Steve. “This helps us show people thinking (or acting based on True safety culture that they themselves – as well as experience and training) how to The transport industry is governed everyone else – benefit from the keep the hazard under control. by numerous sets of rules and best possible safety culture. regulations, many of them designed “It means, of course, that we to ensure the safety of both staff and encourage everyone to say what they passengers. As a matter of course, really think about safety – and that Abellio complies fully with all the we commit to listening and learning rules in each of the countries we from each other.” operate in, and we run training, Of course, this safety culture does assessments, investigations and not exist in isolation. It is apparent briefings to ensure there is a that instilling a safety culture creates continuous focus on safety. behaviours and attitudes consistent But Steve’s experience shows a with the principles that underpin the true safety culture has even deeper Abellio Way. roots. “It is about a state of mind – so As Steve says: “The Abellio Way that safety becomes part of our DNA. needs good neighbours.” It means we would no more think of 4 THE ABELLIO WAY MAGAZINE ON THE ROAD with Abellio’s Group HR and Change Director George Barron Nationality: Scottish Age: 48 Background: degree in chemical engineering, worked with Japanese semi-conductor company; moved into HR role with manufacturing companies including bank note producer De La Rue; joined Abellio in 2011 from BAT (British American Tobacco) Enjoys: international dimension of working with people from different cultures and backgrounds Hobbies: tennis, travel

‘People are critical to our growth agenda’

As a proud Scotsman, George Barron is the success of public transport companies difference. I want the Abellio brand to be delighted that Abellio pre-qualified and and the role of HR in the business. able to attract the best talent.” recently submitted a strong bid for the ScotRail franchise. “It is a tremendous What attracted you to work at Abellio? How does Abellio develop its people? opportunity for us and it feels like a “People are critical to the delivery of our “As part of the on-going implementation really good fit. A lot of what we are growth agenda. As a public transport of the Abellio Way, we have designed a about in terms of best practice exchange operator, we live and die by the quality of more formal framework for identifying and and our long term approach, as well as our people and talent pipeline. For an HR developing talent. For example, the Group our commitment to working in partner- Director especially, that is a very exciting Talent Forum has been established, we now ship, seems to be exactly what Transport environment to work in, and it is quite have a graduate recruitment programme Scotland is looking for.” different to my previous roles. At De La Rue, and we will shortly be launching several what differentiated us was the technology. development centres to help us identify and George highlights Abellio’s integrated transport At BAT, it was the different brands. The nurture Abellio’s leaders of the future.” philosophy – seeking to provide a complete opportunity for HR to make a real difference door-to-door journey for passengers – and in this business is that much greater.” Where does HR fit in the bid process? our highly inclusive way of working with “It is crucial. Acquiring a new franchise – stakeholder groups as particularly good What are you looking for in an Abellio with thousands of employees – is essentially ­examples. “Transport Scotland is aware of employee? an exercise in change management with a how we work in the Netherlands and in our “I believe it is important to recruit from as very significant people dimension. In every UK franchises with passengers and local wide a range of people as possible. Diversity bid, we explain how we will manage that communities, as well as the client, and they breeds innovation. We want people from all process, particularly how that will help us seem to like what they see.” backgrounds, nationalities, market sectors – meet the commitments we have made and Below he gives his views on why people as long as they have the skills we need and how we will accelerate acceptance of change have an especially important part to play in the commitment and drive to make a among staff. 80% of business change ISSUE 3 – JUNE 2014 5

“As a public transport operator, we live and die by the quality of our people and talent pipeline” Abellio Group is a melting pot of all kinds of people, cultures and backgrounds. That is what makes the company so unique. Meet our people!

How would you describe your job? “Based in Abellio’s German HQ, I am our responsible for the strategic and operational alignment of information people services (IS) to business needs and creating­ a sustainable, scalable IT environment.­ Currently, I am also Who: preparing all IS requirements for the Michaela Kerzel start of Saale-Thuringen-Südharz Job description: ­operations in December 2015.” Head of IS, Abellio GmbH Germany What do you like about Abellio? Work place: “I enjoy working in the rail business and Essen, Germany especially at a company which places such Currently a high priority on service quality. This is working on: an reflected in both public opinion and the internet re­launch transport authority’s quality reports.” of abellio.de and the imple­ What does The Abellio Way mean to you? mentation of “The Abellio Way’s common spirit is the a new finance ground on which a strong and sustainable and accounting company culture can grow and flourish. In system for Abellio the medium term it will position us as ‘the company to work for’.” Deutschland

What do you do in your spare time? “I use my spare time to work in private practice as a mental health practitioner, especially on programmes typically fail because they do not post-traumatic stress disorders. My knowledge address the people issues effectively.” in this field is also available to Abellio’s other operations.” How do you help people accept change? “Communications is a critical component of Who are you passing the Abellio mug proactively managing change. People, to for the next issue? understandably, find change very unsettling “I would like to hand over the mug to and it is essential to provide as much informa- TJ Noomen in Sweden.” tion as quickly as possible to minimise the uncertainty. The railway industry is relatively conservative and has tended to focus on technical assets rather than its people, so our approach can make a real difference.” “I ENJOY WORKING AT A COMPANY WHICH How do you make sure employees feel PLACES A HIGH PRIORITY part of the Abellio Way? “We need our people across all of our ON SERVICE QUALITY” operating companies to proudly identify as Abellio employees and to live our values and behaviours. It was therefore a really uplifting experience to be part of the judging process for the recent Abellio Achievement Awards – to see the tremendous contribution our people make locally across the Group every day.” 6 THE ABELLIO WAY MAGAZINE SAFETY Taking safety to the highest level

Safety Culture Wheel “SAFETY IS WHAT WE ARE Work Management ABOUT” Pressure Commitment

Reporting Supervisor Systems Commitment Steve Enright, Group Head of Safety and Environment Safety SAFETY Communi­ Teamwork cation CULTURE

Organisation Workforce Companies in the rail industry must comply with Learning Involvement safety regulations for the welfare of passengers and staff and to gain approval to operate. Each country has its own regulators to ensure all operators and Safety infrastructure providers meet requirements (see Training Rules & Procedures pages 8-9 for the work of the UK’s Rail Safety & Standards Board). However, Abellio’s aim is to be much better than compliant. As the Culture Model (page right) shows, companies can be categorised into one of Team perspective five levels in terms of their attitudes to safety. Steve Enright, Group Head of Safety and ­Environment, says: “We aim to be at the ‘Generative’ level across the whole company – where everyone at Abellio thinks and acts with safety ‘built-in’.” JANET IVES “In a business like ours, where we continue to win Head of Safety, Merseyrail new franchises and develop new services, that can be a tough challenge,” Steve adds. “Building a top Focus on safety level safety culture demands full commitment right The reorganisation of Merseyrail’s safety department throughout the company.” is helping achieve a significant improvement in the This requires engagement with everyone, solving company’s safety culture. “We are making sure that problems together and empowering people, as well we give everyone in the business more support to as ensuring competence and having excellent take ownership of safety,” says Janet Ives, who moved systems. from operations to Head of Safety a year ago. “It has Steve explains there are a lot of contributory factors, been a very challenging time for the team and for the as shown in the Safety Culture Wheel. “All of these business as a whole, but I believe all the departments ele­ments can be measured and then improved – by are working much more closely together now. The all of us!” focus on safety is much more visible, and this benefits both staff and customers.” ISSUE 3 – JUNE 2014 7

Generative Safety is built into the way Culture we think and work Model Companies can be Proactive categorised into one of We work on issues we find five levels in terms of we still have their attitudes to safety

Calculative We have systems and manage ‘hazards’

Reactive It’s important after an accident to do something

Pathological Who cares as long as we don’t get caught?

What next? RONALD LÜNSER Focusing on safety is a continual process, and it Managing Director West, is important to keep finding new ways to deliver Abellio Deutschland the messages and engage with all staff. One of our methods of safety training involves Most important task working with a company specialising in theatre- “Guaranteeing the permanent safety of our based learning techniques. They have worked passengers, our staff and other people involved closely with us to develop a programme of ‘disaster in our business is our most important task and scenarios’. challenge. All security measures across our entire Abellio Greater Anglia is the first OpCo to be range of duties are controlled and monitored 24/7. involved and Jay Thompson, Head of Safety and We are applying our Security Management System Environment, is very enthusiastic. “It helps you certified by the German Railway Authority and we realise that however much you know in your head, improve our emergency management through the actual event brings up lots of other emotions regular exchange of knowledge with external and reactions.” experts as well as our sister companies within the Abellio Group. In addition we hold exercises which simulate emergency situations several times each year in close cooperation with fire departments, the police, the Federal Agency for Technical Relief and local as well as national authorities.” 8 THE ABELLIO WAY MAGAZINE

Raising the Safety Standard

One of the many tasks the Rail Safety & Standards Steve explains: “Abellio is keen to Board (RSSB) undertakes to support the indu­ ­stry is to support this activity to help improve safety in the UK railway industry. facilitate coopera­tion between all the companies and Our people are happy to give up their bodies involved in the UK rail sector. As part of this time to join working groups or speak role, it supports a range of cross-industry groups – at events such as the Risk Manage- drawn from Network Rail, train and freight operating ment Forum and Community Safety companies, rolling stock leasing companies, contractors Conference. As another example, Steve Pugh of Northern Rail sits on and the supplier community – with the right data, the editorial group for the RED series technical know-how, decision-making tools and of DVDs which are used across the facilitation skills. industry as learning aids using real-life operational scenarios. It is all part RSSB Technical Director Colin Dennis Greater Anglia (Jay Thompson) and of our commitment to building a says: “We want to encourage coopera- Merseyrail (Janet Ives) actively engage, stronger safety culture across the tion across the industry so that we can sharing experience and supporting industry.” learn from each other, and the railway cross-industry work, as well as taking can operate as safely, efficiently and what they have learned back to their Wide ranging role for RSSB effectively as possible.” own teams. RSSB’s role goes further than facilitating Abellio recognises that it is essential The recently formed ‘People on formal meetings. Its technical experts for businesses to participate openly and Trains and Stations’ Risk Group is and managers also visit companies to offer their expertise so that the cross- chaired by Steve Enright, Abellio’s learn and gain an understanding of the industry groups are effective. The Head of Safety and Environment. issues first hand and to share good Abellio companies, Abellio Greater This group considers the risk practice. Anglia and the Abellio/Serco joint asso­ciated with train dispatch and Colin Dennis says: “Within the work ventures Merseyrail and Northern Rail the platform train interface, onboard we all do together there is a common as well as Abellio UK all play their part. injuries, and slips trips and falls, as theme of improving the safety culture Station Safety Champions at well as trespass, assault and other of the railway. Almost every policy, Northern Rail (Mark Shepherd), Abellio crime and anti-social behaviour. investment or operational decision ISSUE 3 – JUNE 2014 9

“In the UK, Abellio actively supports the work of the Rail Safety & Standards Board to help build a better safety culture” Colin Dennis, Technical Director Rail Safety & Standards Board Raising the Safety Standard

taken by the railway industry in Great • The Safety Risk Model Britain has an impact on safety. It is • Good practice guidance on safety Rail Safety & therefore vital that consideration of communication safety is embedded effectively into the • Developments in the field of driver Standards Board decision-taking process.” selection and fitness The cross-industry research RSSB supports the rail industry programme represents an efficient and The next 30 Years … in Great Britain to: cost effective means for the industry The vision for the railways for the • continuously improve the level to come together to research, develop next 30 years is set out in The Rail of safety, where reasonably and innovate to solve problems. The Technical Strategy (RTS) which RSSB practicable programme offers solutions and published on behalf of the industry in • drive out unnecessary cost knowledge to improve the operation 2012. It identifies the challenges as • improve business performance and engineering of the railway system, increasing the capacity of the and support the people that make it railways, minimising the carbon RSSB is run by the industry, for work. footprint and reducing overall costs, the industry. It: RSSB supports the industry in many whilst improving the customer • helps its members to ways and although safety is at the heart experience. ­understand risk of its role, the products and services it Success will depend on develop- • guides the development and provides are diverse in nature. Some ing a momentum for change and a maintenance of standards examples include: sustained effort by all railway • manages research, • The industry Rule Book employees to fulfil the RTS vision. ­development and innovation • Right Track Magazine Abellio Greater Anglia is working • facilitates cooperation • Non-Technical Skills training closely with RSSB and Network Rail • Competence development to trial a new battery powered train www.rssb.co.uk guidance as one of the first RTS-related • Safety Culture Toolkit demonstration projects. • European legislation and policy guidance • Railway Group Standards 10 THE ABELLIO WAY MAGAZINE MEANWHILE BACK AT ...

Abellio London & Surrey Safer roads for London’s cyclists

The number of cyclists on London’s roads Englishman winning the Tour de France!” Drive Well campaign in 2011, with a ‘3 sees’ has doubled since 2000 and risen even Lorna says. Combine that with a £900m awareness aspect going live in 2012. faster since the London Olympics in 2012. investment programme including a major “We have noticed a massive increase,” expansion of cycle routes and it is no Training says Lorna Murphy, Operations Manager, wonder many more Londoners are keen While Drive Well covers all aspects of bus Battersea Depot, for Abellio London & to get on their bikes. However, the growing driving, showing consideration to cyclists Surrey. The company’s driver training number of cyclists, many of whom are and pedestrians (the ‘vulnerable road users’) is making an important contribution inexperienced, does bring extra challenges is a major theme. The programme includes to safe cycling as more people take to for bus drivers. roadshows at the depots to examine CCTV their bikes. Abellio London & Surrey operates 43 footage of recent incidents and discuss how bus routes in London plus 30 in Surrey and they might have been handled better – or The general population has become more the management team continues to find avoided altogether. interested in cycling after all the British innovative ways to ensure safety stays a top This year, a new course ‘Providing a Safe success at the Olympics. Not to mention an priority for its 1,850 drivers. It launched the & Inclusive Bus Service’ has been launched

The agreement contains £20m centre of Utrecht. A new Abellio Abellio Greater to deliver a range of improve- electric bus powered with an Scandinavia Anglia ments for our cus­tomers. They induction battery has made its ISO QUALIFICATION FRANCHISE EXTENSION include investment in fleet, a debut in passenger service. Abellio Scandinavia is making ‘heavy clean’ programme for The power system at Utrecht good progress in building the trains and stations, online Central station charges the capabilities of our organisation compensation arrangements battery with 60 KW within in Scandinavia. Abellio has for season ticket holders and just ten minutes. developed­ a Business Manage- continuation of the ‘Inspire’ The electric bus has demon- ment System focusing on training. strated the potential for customer­ experience, service Delivering these positive Qbuzz to improve its service quality and environmental initiatives will create a strong for passengers and residents impact. It uses a systematic foundation to build on for the with zero-emission, silent and approach that follows ISO longer term franchise which sustainable public transport. standards. On winning our first Abellio is 100% com­mitted to The air monitoring system in public transport contract, we In July, Abellio Greater Anglia winning. the city has shown a decline in will be able to obtain ISO9001 will start the franchise nitrogen oxides since Qbuzz and ISO14001 accredi­ tation­ extension agreed with the began operating the Utrecht within a year. The focus on Department for Transport. It Qbuzz contract last December. New quality and the environment means new MD Jamie Burles MAKING HISTORY electric buses will contribute is fully in line with Abellio’s and his team will continue to Since mid-May, Qbuzz has to a further reduction. strategic foundations­ and the run the franchise until October been making history in the Swedish public authorities’ 2016 at least. This is great news objective of improving and recognises all the hard passenger satisfaction scores, work put in since Abellio therefore encouraging more began operating Greater people to use public transport. Anglia in February 2012. ISSUE 3 – JUNE 2014 11

which combines a morning in the classroom next to such a large vehicle,” explains Lorna. and a series of drives with an instructor in Abellio has also been asked by the Royal the afternoon. The drivers do an assessment Borough of Kensington and Chelsea to take drive, a coached drive and then a drive part in a trial where drivers attend a course demonstrating what they have learned. spending half a day in the classroom and half a day as a cyclist. Abellio London & Surrey Best in class Operations Director Ben Wakerley says: Every three months, Abellio London & Surrey “We are pleased to be asked to help trial this works with Transport for London and the course. I think Abellio is recognised as best in Metropolitan Police to bring bus drivers and class in our commitment to improving safety cyclists together so they can swap places. – as well as our commitment to cycling in “The cyclists get to understand about the general though the Bike & Go scheme. That drivers’ blind spots and the drivers appreciate makes us the perfect partner for these how vulnerable cyclists can feel when they are programmes.”

tion. Shortly after the Northern Rail announcement of the Merseyrail FRANCHISE EXTENSION franchise extension, the SEEDS OF CHANGE Northern Rail marked the Department for Transport Corporate social responsibility start of its franchise extension confirmed that Northern is a well-established concept. with its best ever perfor- would begin operating It is almost expected of mance in a four-week period. electric trains between companies now, but activity It saw 95.26% of Northern’s Liverpool and Manchester varies considerably. At trains arrive on time. from December 2014. Mersey­rail, we are genuinely The franchise extension committed to helping improve means Northern will continue the local area and invest to run services across the money and time to do so. IN MAY, MERSEYRAIL OFFICIALLY north of England until Setting up a close partner­- LAUNCHED ANOTHER STATION February 2016. Northern has ship with a local school, ADOPTION SCHEME AT FORMBY. IT committed to a range of helping ladies’ foot­ball teams FOLLOWED THE ‘EDIBLE THEME’ USED benefits for passengers in the north of Liverpool, SUCCESSFULLY AT A NUMBER OF including improving ticket supporting over 40 station STATION ADOPTIONS ON MERSEYRAIL’S purchase facilities, extending adoption schemes and raising NETWORK WITH VOLUNTEERS ­ availability of advance £600k for local charities are GROWING FRUIT, VEGETABLES AND pur­chase tickets and investing just a few of the contributions HERBS ON SPARE LAND. in better passenger informa- we have made. We place great FROM LEFT TO RIGHT: value on community initiatives DAVID STRETCH MANAGING DIRECTOR like these. We want to make FOR TRANSPORT SERVICES, SERCO, sure we give something back ALEX HYNES MANAGING DIRECTOR, to the region, which has some NORTHERN RAIL, DOMINIC BOOTH of the highest areas of MANAGING DIRECTOR, ABELLIO UK deprivation in the country. my

Ines Heuer way Wuppertal, Germany Abellio Deutschland Where are you from and how Do you like the design of the My boyfriend. He drives a lot, so has been operating often do you use the S7? train? I would like to convince him that it I am from Wuppertal and I take the It is very nice. Kind of like the is nice to travel by train. the S7 Wuppertal- S7 to work in Remscheid every day. Intercity Express, really sleek. Solingen line for six If you could change one thing months now, and has Do you like travelling with What do you do to pass the about the train or the timetable Abellio? time on the train? what would that be? certainly made an I love it. I am really surprised that I usually whatsApp my friends or I would have more trains travelling impression on passen- the train is so comfortable. Trains read the news on my smartphone. to Düsseldorf. There are only two in gers, not least through like this put the fun back into train the morning at the moment, but it the smooth introduc- travel and make you feel like it is a If you could choose anyone, who would be nice to be able to go shame when it is time to get off. would you like to travel with? shopping in the afternoon by train. tion of new trains.