Partnerships and

People

Diane Groom, Assistant Director of Customer Services at Metro

and Sergeant Rachel Claughton, Safer Travel West Yorkshire

Wednesday 13 March 2013

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

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

West Yorkshire

• The Hepworth Gallery opened in

Wakefield in 2011

• David Hockney Gallery in Salts Mill

near Bradford

• Three gold medals in London

Olympics

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

Bus Stations

in West Yorkshire

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!!!!

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

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

Great

Customer

engagement

Supplier/service

delivery partner

engagement

Colleague/employee engagement

How?

Three

areas of

focus

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

The basics

• Tackle anti social behaviour

• CCTV

• Police liaison and partnership

• Health and Safety monitoring

• Plan, do, check, act quality

circle/performance management

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.

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

Commendation at Dewsbury for work done on 6 January,

when a disturbed male came onto the station at 2235. 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.

From: Jodie Booth

Sent: 16 February 2012 15:39

To: Mick Watson; Securitas (tom.grierson@securitas.uk.com)

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

Police liaison

• 2004 Metro funded trial

• 2005 8 PCSOs

• Police/Metro partnership

• 2010/11 dedicated police officer

one stop shop

• Clear information and intelligence

stream

• Target hot spots

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

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

Performance

• 34 % reduction in damage to buses over

2 years

• 9 % reduction in bus station incidents

• 30 000 cards distributed to passengers

and drivers

• 32 Operations using Specials in 6

months

• 838 hours of extra Policing

• £20 593.02

Special / Volunteer

Constables

• Recruitment

• Training

• Value / Engagement

• Operations oversubscribed

• Expenses

• New skills

• Making a difference…….

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

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 / 2nd Floor

• Containment of groups

• http://www.bbc.co.uk/news/uk-

england-leeds-21635210