Living Our Values Five Years on from Their Launch, Our Vision and Values Continue to Provide the Foundation for Our Business and a Statement of Who We Are
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Living our values Five years on from their launch, our Vision and Values continue to provide the foundation for our business and a statement of who we are. Our Vision is to earn the lifetime loyalty of our customers by consistently delivering frequent, high performing public transport services which offer excellent value. This provides a clear focus both in running our core operations and in developing new opportunities. Our five Values continue to underpin the Vision and help us to prioritise what we focus on. This review showcases how we are bringing these values to life. You can find out more about our Values and how our business activities support them by visiting our website: www.nationalexpressgroup.com/our-way Cover picture: Winners of our summer children’s painting competition visit Coventry bus garage. Contents Introduction Excellence Striving to be excellent in all that we do P2 Excellence Safety We only do what is safe and stop any unsafe behaviour. Safety is our priority P5 Safety Customers We place them at the heart of our business and relentlessly meet their expectations Customers P8 People We develop the talents, reward the exceptional performance and respect People the rights of all our employees P10 Community We are active in the Community communities we serve to generate economic, social and environmental value P14 Environment Environment Managing our environmental impacts P17 1 Excellence Striving to be excellent in all that we do Excellence is key to future success Our success as a business is dependent upon us securing and maintaining a reputation for operational excellence. For existing customers this means consistently delivering the services they want at competitive prices they can afford. For new customers, it means demonstrating to them that we will provide the service they want in a convenient way while offering good value for money. Our customer satisfaction ratings are often market-leading. For example, for the past three years UK Coach has retained its position as the UK’s most trusted ground transportation brand. Our UK Bus business has secured its highest ever customer satisfaction scores and c2c has been named as London’s best commuter operator by Which? In North America, 92% of our customers would recommend us for our service, safety and value and in Spain ALSA has achieved its best score in five years in the annual independent Customer Service index. These are all impressive results that are helping to make us a world class transport business. Each business is scored against the European Foundation for Quality Management framework, and UK Coach has joined c2c in receiving five star rating following assessment by the British Quality Foundation. ALSA has achieved its best score in five years in the annual independent Customer Service Index. UK Coach has been successful in gaining a five star rating from the British Quality Foundation, two years after achieving four stars. 2 Introduction c2c: Auto delay repay a Excellence first for UK rail c2c launched its ground-breaking Automatic Delay Repay (ADR) scheme in February 2016 to address directly one of the biggest challenges in the industry: the perception that rail companies do not compensate passengers fairly. Safety Now c2c customers who use a Smartcard can receive automatic compensation for delays of as little as two minutes. The longer a passenger is delayed for, the more they receive in return: a standard rate of 3p a minute after two minutes of delay, and then 50% of the price of their journey for delays of 30 minutes plus. Thousands of payments have been made since Customers The new c2c Smartcard enables users to receive February totalling tens of thousands of pounds, compensation automatically should their journey be delayed. and ADR has been hailed by local politicians, passenger groups and the Rail Minister. People Bus Alliance pioneers partnership working for Bus As part of the UK’s first Bus Alliance, Community National Express West Midlands is working The UK’s first Bus Alliance was signed by National Express West Midlands, Transport for West Midlands and other local in partnership with the seven leaders of the bus operators. region’s metropolitan councils, Transport for West Midlands (formerly Centro), and other Councillor Roger Lawrence, Leader of local bus operators to deliver £150 million of Wolverhampton City Council, said: “The Bus investment in new vehicles, technology and Alliance is a national first which will deliver road improvements. massive benefits for passengers. Together we Environment By 2020, the Alliance will deliver a 5% increase will drive up standards and continue to develop in bus patronage, a 50% reduction in particulate the network through the joint investment of £150 and NOx emissions, improved on-board million. It will further strengthen the relationship services such as next stop announcements between our West Midlands local authorities, and Wi-Fi, and the ability for customers to pay the transport delivery body and all bus for travel with their phone or smartwatch. operators, large and small.” 3 Excellence continued ALSA gains a closer Bronze award view of operations recognises ALSA is managing its business in a different way commitment following the launch of its new analysis and monitoring to excellence centre at its Head Office in Madrid, as it seeks to deliver excellence in its operations. National Express was awarded the Illinois Performance Excellence The centre integrates systems and information about Center (ILPEx) Bronze Award for the business enabling operations to be monitored our commitment to Excellence at our more effectively, making problems easier to identify North American corporate office and and providing better processes to resolve issues. surrounding operations. The award was The new way of working goes beyond the visual display made in recognition of our demonstrated tools in the newly-equipped monitoring room. Automated commitment to excellence and pursuit workflows have been introduced to speed up response of continuous improvement. This times on issues, and to deliver regular information alerts recognition is especially pleasing as to management. It gives managers a single view of the many organisations take years to financial and operational status of the business. achieve the award, but we achieved it in the first year we applied. To gain the The new processes are enabled by a comprehensive award, a team of assessors spent an data management system which allows a clearer entire week visiting the Warrenville view of business intelligence, and the ability to corporate office and three customer analyse information more effectively. service centers, speaking to more than All long haul and regional services – a total of more 100 team members—reviewing how we than 2,300 vehicles and nearly 5,000 drivers – are consistently demonstrate excellence. now being monitored centrally. The Illinois Performance Excellence Bronze Award recognises the achievements of North American corporate office and local operations. The new business monitoring room at ALSA includes a video wall which enables a range of information to be displayed simultaneously. 4 Safety Introduction We only do what is safe and stop any unsafe behaviour. Safety is our priority Our achievements through Driving Out Harm Excellence Our top priority to improve safety have been recognised by National Express uses a Fatalities and Weighted the Prince Michael International Road Safety Injuries Index to measure safety performance. Awards in 2016. The awards recognise This Index is based on the Fatalities and outstanding achievements and innovation Weighted Injuries (‘FWI’) index used in the which improve road safety. UK rail industry. Aliison Forster, Group Safety Director, and Alberto Perez, Safety It has been adapted to more accurately reflect Director, ALSA Morocco receive the award from HRH the way the bus and coach industry records Prince Michael of Kent. incidents, with greater weighting being given to lost time injuries compared to the rail only methodology. This provides a consistent way to compare performance across different modes of transport. Across the National Express Group, Driving Out Customers Harm has driven considerable improvement in safety. External adviser, Arthur D Little confirms that in the five years since the introduction of Driving Out Harm, the total responsible harm caused by National Express Group has reduced by 56%. People Lytx DriveCam builds driving standards Safety remains our number one priority – we already have Traffilog and Alcolock fitted to our vehicles, but we’re continuing to invest in safety, installing Lytx DriveCam units across our fleet. Community Lytx DriveCam is an incident alert system provided by an on-board camera. Incidents are triggered by different events such as harsh braking, swerving or collisions. Footage is then sent directly to the operator for review immediately after an event has happened, allowing the operator to coach the driver on the relevant behaviours displayed, Environment using the footage to talk through the event. Another key deliverable in our strategy, the The Lytx DriveCam unit automatically records incidents such as harsh braking, swerving or collisions. Lytx DriveCam system will help us continue to improve driving standards and manage our safety programme more proactively. 5 Safety continued Master Driver sets new standards for bus drivers The National Express UK Bus business has Kerry Blakeman, a Chief Inspector with the West teamed up with IAM RoadSmart (formerly the Midlands Safer Travel Partnership said: “The Institute of Advanced Motorists) to train and additional driver training offered by National certify its bus drivers to new higher standards. Express for its Master Drivers is helping to raise The industry-leading Master Driver scheme road safety standards and make customers means National Express is the only bus journeys safer.” company to train its expert drivers using an IAM RoadSmart-accredited course with almost 400 drivers, based at four garage locations, achieving either Advanced or Master Driver status by the end of 2016.