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National Express Accessible Transport - Update Jan 2020 DRAFT For - - PowerPoint PPT Presentation
National Express Accessible Transport - Update Jan 2020 DRAFT For - - PowerPoint PPT Presentation
1 National Express Accessible Transport - Update Jan 2020 DRAFT For Discussion NEAT Managing Director Vinay Parmar 2 Appointed as Managing Director of NEAT on 15th October 2019. Joined National Express in 2015 leading Customer
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NEAT Managing Director – Vinay Parmar
- Appointed as Managing Director of NEAT on 15th October
2019.
- Joined National Express in 2015 leading Customer and Digital
Experience across the UK Businesses
- Background in transformation and change management
across a range of industries
- Excited and extremely proud to be entering the accessible
transport market and feel that our expertise in public transport worldwide can help shape improved services within the sector.
- We see Ring and Ride as an essential part of the tapestry of
services and we want to work with TfWM and WMCA to grow successful service which delivers against national Government transport strategy and local policy delivery in the West Midlands.
- Our vision “To transform how our customers feel about life
by reimaging accessible transport to make it enjoyable, easy and effortless to use” encompasses our desire, drive and determination to not just raise the standards of accessible transport but positively change the way they are experienced.
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- Inclusive and reliable transport is essential to giving disabled people the
confidence to travel and opening up access to employment.
- Being able to travel can help facilitate social networks and improve
access to employment or education
- Accessible transport can also promote self-esteem and wellbeing
through leisure visits, travelling and simply 'leaving the house for its
- wn sake
- Local economies and business can benefit as households with a
disabled person in them had a spending power of £249bn in 2014/15 which will increase further with an ageing population.
A Strong Ring and Ride Service changes lives, drives economic growth and builds a better society.
- 1 in 5 people in the West Midlands region are mobility impaired and
cannot use regular public transport.
- The UK's population is ageing. By 2040, 13% of the UK population
will be aged over 75
- Disability has a higher prevalence as people age. In 2016/17, 45% of
State Pension age adults reported having a disability.
- Disability and poor health are associated with an increased risk of
loneliness, with research showing that two-thirds of disabled people have felt lonely in the past year
- 24% of disabled people turndown employment opportunities due to
transport barriers
Parts of society are left feeling marginalised, excluded and unable to engage fully in the community because of barriers to transport.
Source: DFT Inclusive Transport strategy, Social Isolation and Loneliness in the UK, IoTUK.org.uk, TfWM Movement for Growth 2026 Delivery plan
National Express believe in ‘transport for all’ and that providing great accessible transport leads to a better, more inclusive society and changes lives. Investing to secure a strongly performing Ring and Ride service has to be good for the West Midlands in supporting economic growth, driving social inclusion and delivering a positive impact in terms of reduced spending in other Government and local council services:
- London School of Economics study of older people says for every £1 spent in preventing loneliness there are £3 of savings.
- Socially isolated individuals are 1.6 times more likely to visit a GP and 1.8 times more likely to visit and A&E but 3.5 times more likely to enter local
authority funded health care
- Loneliness and exclusion are key causes of depression and it is estimated costs that the direct costs for treatment for adults with depression is £370m.
- A 2017 report on the Social Value concluded that for every £1 spent the service generated £6.38 of benefit in terms of social and economic value.
- A ‘Why Community Transport Matters’ report published in February 2016 – identifies that without Dial a Ride 5.07% of users would require day care at
an estimated average cost per person, per annum of £7,670. Dial a Ride reduces this to 2.9%.
4 Ring and Ride has a perception problem that the service is only a particular section of society when in truth it is available to a much wider groups. A customer survey revealed that 70% of users were over the age of 75 and 83% identified as being white.
Our experience so far
4 1 NEAT took operational responsibility for Ring and Ride in August 2019 and inherited a poorly managed organisation in disarray. The culture was autocratic with a lack of empowerment in employees to be able to make the right decisions, the fleet of vehicles was poorly maintained and there was mass under investment facilities all of which led to poor service delivery. Below are the key challenges and observations we have made: A poorly maintained fleet, unroadworthy vehicles, a worrying lack of safety focus in the organisation, absence of investment at operational sites and employees with inadequate personal safety equipment, all of which culminated in poor service delivery 2 Booking journeys with Ring and Ride is outdated and restrictive making it hard for customers to use, along with a lack of customer information and processes which are designed around the business and not the end users of the service. 3 The operation is inefficient, with route planning done manually based the local knowledge of schedulers which does not take into account latest traffic conditions. 4 Ring and Ride with drivers feel like they are carers first and have a deep rooted sense of social purpose, that are always willing to go that extra mile. 6 Customers are not notified of exact pick up times, are unable to follow late running services and as a result are left to wait which contributes to cancellations and no shows. 5 Previous autocratic leadership has left behind a culture which has a fear of failure leading to a resistance to change and a lack of innovation. 7 Consecutive reductions in funding have driven down patronage by almost a third since 2015. 8 Upskilling the driver workforce to within the timeframe to meet O Licence standards has been more challenging that anticipated but we have agreed an extension to our existing permits with the traffic commissioner to 3rd April 2020. 9
5 A great place to work
Summary of NEAT’s transformation plan
5 Improving the customer journey to appeal to a wider audience and make it easier to use. A C Without a fundamental transformation, Ring and Ride service will continue to rapidly decline in patronage and eventually become unsustainable for any
- perator, therefore change is not an option; it is a necessity. Our transformation plan is focused on inspiring, driving and delivering a change programme
which will result in a thriving, sustainable, high quality service which is easy to use and attractive to a wider range of society as part of their everyday lives Raising operational standards, driving safety and imbedding excellence B
- Decide: Clear customer proposition which driving inclusion, growth
and social value.
- Book: Simple, Fast and Easy booking process which can be accessed
via multiple channels.
- Travel: Reliable, efficient services delivering a great customer
experience
- Post Journey: Great customer service and recovery with an always
listening culture.
- Safety: NXWM are the safest transport company in the world and
NEAT will be part of that.
- Fleet and Depots : Clean, efficient vehicles with the right depot
footprint to reduce fuel consumption, increase utilization and contribute to improved air quality in our city.
- People and Culture: We want to build a high performing business
with an empowered, customer centred, forward thinking workforce who embrace change and innovation.
- Real Living Wage Employer : We are committed to being an
accredited Living Wage Foundation employer and were the first private transport group to commit do so in 2015. The pledge has benefitted hundreds of workers across our UK Bus and Coach businesses and has been applied in NEAT from day one.
Continued Investment D
- NEAT has already invested c.£0.5m in driver training, project
management, vehicle testing and safety related activity as part of the mobilisation of services which we expect to increase to c.£0.7m once completed.
- We plan to continue our investment with significant additional spend
- f capital on fleet, facilities, technology and transformation subject to
agreed funding.
6 Ring and Ride currently suffers from an perception problem in the service is only for older people, which of course it is not. To improve its image, appeal and usage from a wider audience requires radical thinking on product definition and brand positioning.
Exec Summary and Conclusions
6 We understand that accessible transport has the potential to open doors, unlock potential and increase confidence for its users. Ring and Ride can be grown and developed to support the Government’s Inclusive Transport Strategy to bring 1m more disabled people into work by 2027, 3m new apprenticeships by 2020 and tackling loneliness as well as delivery of policies in the West Midlands for social inclusion, economic growth and promoting independence. 1 2 NEAT are having to invest significantly more on implementing safety standards, improving engineering and vehicle maintenance, upgrading the fleet and completing driver training. Securing the right funding deal will underpin this and continued forward investment. 4 The customer experience can be vastly improved in terms of easier booking, real time customer information for better planning and intelligent automated scheduling to improve punctuality, reliability and journey times for customers and delivering efficiencies for the business. 3 There is an engaged and caring frontline workforce who have been part of a poor operating culture that now need strong leadership to embrace change and bring about innovation. We have invested in the people through the implementation of the Real Living Wage and will continue to train and develop them to improve their skills and performance. 5