Partnerships and People

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1 Partnerships and People Diane Groom, Assistant Director of Customer Services at Metro and Sergeant Rachel Claughton, Safer Travel West Yorkshire Wednesday 13 March 2013

3 Background 1. West Yorkshire Bradford, Halifax, Huddersfield, Leeds, Wakefield 2. Industrial heritage woollen, mining, now banking and services, insurance, Asda, Morrisons 3. Population size 2.2 m

4 West Yorkshire Bronte family came from Haworth in West Yorkshire Odsal stadium in Bradford was used for the opening scene in the King s speech Best selling author Joanne Harris lives in Huddersfield

6 West Yorkshire The Hepworth Gallery opened in Wakefield in 2011 David Hockney Gallery in Salts Mill near Bradford Three gold medals in London Olympics

14 Bus and Train network Half a million bus journeys per day 150,000 Train journeys per day 100,000 People through our bus stations per day

15 Bus Stations in West Yorkshire

16 Metro s approach Customer service not security Get the basics in place Performance management Health and Safety Police liaison Seamless to customer a team of teams Efficiency/value for money tenants and commercial activity Partnership operators, tenants, contractors, local community, police liaison It s all about people!!!!

17 Why should we care? We don t run the buses and trains! Customer service is the value we add to an operational industry Customer service is central to our transport plan and customer satisfaction a key indicator Nationally customer service recognised to play an increasingly strategic role in all industries Transport industry traditionally has not focussed on customer

18 Good to great! Metro is a customer focussed company Need to take a broad view - Internal customers / External customers / Stakeholders Customer Service is the business of everyone Team of Teams Partnership

19 How? Great Customer engagement Three areas of focus Supplier/service delivery partner engagement Colleague/employee engagement

all journeys Align cultures make clear what working with and for Metro

20 Supplier/service delivery partner engagement Influence an industry focused on technical, rotas and security Seamless service end to end for all journeys Align cultures make clear what working with and for Metro means Broader teams treat as one team e.g. joint training KPIs outcome focussed

21 The basics Tackle anti social behaviour CCTV Police liaison and partnership Health and Safety monitoring Plan, do, check, act quality circle/performance management

22 CCTV New state of the art Control Room Opened 2011 Digital system Monitored by Leeds 200 Cameras Covers all Stations and bus points Police liaison on site Radio communications with bus station staff.

23 Customer Service/Securitas Treat as one team BSMs, cleaners, Travel Centres, CCOs Visible presence Metro culture/values Team briefings, joint meetings, joint training Over train/over communicate/over reinforce Demonstrate connection the role of all staff in delivery /ICS training Back to the floor National customer Service Week

24 Commendation at Dewsbury for work done on 6 January, when a disturbed male came onto the station at This man was in possession of a knife and was self -harming. CCO s Fanthorpe and Zeb turned off CCTV monitors and moved the few customers into the security office for safety. Police were called and the officers approached the man who by this time was threatening police and staff with the knife. The man dropped the knife and was quickly restrained by our staff allowing Police to detain him. Bradford. CCO s McKenzie and Saith received a commendation for containing a situation where a drunken man in possession of two knives was threatening staff and customers. The officers talked with him and isolated the public from the immediate area. He was effectively contained until Police arrived and arrested the man.

25 From: Jodie Booth Sent: 16 February :39 To: Mick Watson; Securitas Cc: Dewsbury Security; Karen Buckroyd Subject: Dave Fanthorpe! it gives me great pleasure to let you know that Dave Fanthorpe has just done a fabulous job on getting a male arrested for carrying a blade he saw the male in question leaving the barbers over the road looking suspicious and putting something what he believed to be a knife up his sleeve, Dave radioed for Police and as the male walked through the bus station and out towards Asda the police pounced and arrested him! Well Done, Dave for being vigilant! great job!!! Jodie Booth Dewsbury Bus Station Manager

26 Police liaison 2004 Metro funded trial PCSOs Police/Metro partnership 2010/11 dedicated police officer one stop shop Clear information and intelligence stream Target hot spots

27 Police Crime Commissioner Communities in West Yorkshire are safer and feel safer Crime and re-offending is reduced Anti-social behaviour is reduced Victims and witnesses are supported Local, regional and national threats, risk and harm are tackled The Criminal Justice system is effective and efficient

28 Operation Styles Thorndale plain clothes officers riding service buses to challenge and reassurance Eastgate plain clothes officers riding a dedicated Trojan buses in ASB hotspots Greenwood uniformed officers working with Revenue Protection Inspectors Edmonton Uniformed reassurance in bus stations

30 Performance 34 % reduction in damage to buses over 2 years 9 % reduction in bus station incidents cards distributed to passengers and drivers 32 Operations using Specials in 6 months 838 hours of extra Policing

32 Special / Volunteer Constables Recruitment Training Value / Engagement Operations oversubscribed Expenses New skills Making a difference.

33 Risk Assessment Suitable Clothing and Footwear Personal Protective Equipment Use of CS spray in confined spaces Log number ISSI sharing Pairings and team work Radio Channels in different areas Moving vehicle and emergency stops PCSOs and coats

34 Tactics Engagement passengers and drivers Shops, corners, bus stops, shelters and stations Challenge the anti-social Check out usual police service users Respond to dynamic incidents Increase perception of safety for passengers Raise profile of partnerships Crows nest look out / 2 nd Floor Containment of groups

West Yorkshire NPT. Issue 7 Winter 2010/11. Editors: Tony Bilinski & Ben Whitaker. Caring for Life Page 1-2. Latest Operational Updates Page 3

West Yorkshire NPT. Issue 7 Winter 2010/11. Editors: Tony Bilinski & Ben Whitaker. Caring for Life Page 1-2. Latest Operational Updates Page 3 West Yorkshire NPT Issue 7 Winter 2010/11 Caring for Life Page 1-2 Latest Operational Updates Page 3 Our latest recruit Page 4 Working together - for a safer Dewsbury Page 5 Contacts and our area Page