Business Objectives
Our Vision - Transforming Travel
First wants to lead the way in transforming the way people travel and the way they feel about public transport. By aiming for the top in everything we do and helping each other we can deliver the highest levels of safety and service and give greater customer and employee satisfaction. We will all share in the success of our company, and reach our destination as the number one public transport provider.
First Values
Our First values are what bind us together; they unite our organisation and create our unique culture. We all strive to bring our First values to life every day in everything we do.
Safety
Safety is our number one priority. Every First employee has a responsibility for safety. The right attitude towards safety and putting in place the right policies, procedures, equipment, training and support will help us live the safety culture.
Customer-focus
We want to deliver the perfect journey to all of our customers. No one should try harder for our customers than our employees. Our people must be dedicated and passionate about customer service, they must receive training and support and their efforts must be valued.
Professional & Trustworthy
We should deal with each other and our customers in a professional and trustworthy manner. By treating each other as equals and dealing with situations in an honest and professional manner we will gain respect of customers and colleagues.
Progressive
Forward thinking, innovative and enthusiastic and possessing a 'can do' attitude are qualities we really value in our employees.
Continuous Improvement
We will never stand still - we will always get better. Getting the simple things right day in day out really matters. Continually improving the way we work makes a huge difference to our customers, staff and the success of our company.
Brand values
We aim to provide a service, which customers use and trust. In everything we do, we must reflect our brand values, whether in written, spoken or visual communications, our brand values must shine through.
Our service to our customers will be:
Safe
Safety is our number one priority. We will ensure that we maintain equipment and adopt practices that help us achieve the highest levels of safety for our customers and staff.
Reliable
We will have the best run and most reliable services - this is what our customers expect and deserve. We will be consistent in the delivery of our service and ensure that we achieve this day in, day out.
High Quality
We are committed to achieving the highest quality standards throughout the company. We value our staff and customers and must go the extra mile to exceed their expectations.
Accessible
Quite simply, we aim to be easy to do business with. Customers must find our services easy to access and user-friendly.
Personal
Every customer should be given the personal touch. We aim to make each and every customer moment personal to each and every customer. First people have a passion for providing excellent customer service. Our brand values are supported by our First values - our shared values which bind our organisation together.