Summary of Performance Against Targets

Safety

2011/12 Performance against objectives and targets

Objective Symbol Performance
Reduce staff injury rate by 10% Improved below target 8% reduction
Reduce Lost Time Injury Rate by 10% Achieved 18% reduction
Reduce passenger injury rate by 10% Improved below target 4% reduction
Reduce vehicle collision rate by 10% Achieved 12% reduction
Reduce SPAD (Signals Passed at Danger) rate by 20% Deteriorated 3% increase

2012/13 objectives:

  • Reduce all staff injury rate by 11%
  • Reduce Lost Time Injury rate by 8%
  • Reduce passenger injury rate by 16%
  • Reduce vehicle collision rate by 11%
  • Reduce SPADs by 21%
  • Reduce incidents of sleeping children by 9%

Customer

2011/12 Performance against objectives and targets

Objective Symbol Performance
Review current stakeholder engagement processes and develop a Group-wide stakeholder engagement strategy. Achieved A stakeholder engagement framework has been developed around which each division can build local strategy to reflect the differences in the nature of our businesses.
Provide additional management training for First Student and First Transit location/contract managers. Achieved First Transit has revised their leadership training with First Transit University becoming a licensed, certified instructor of Situational Leadership(r) programmes. First Student has a robust catalogue of management training programmes in soft skills, regulatory compliance, and customer engagement and recently launched a course on labour management; all courses are delivered by the Region HR Manager.

Meet our PPM performance targets in UK Rail as follows:

  • First Capital Connect - 90.9%
  • First Great Western - 92.2%
  • First ScotRail - 91.0%
  • First TransPennine Express - 91.9%
  • First Hull Trains - 86.2%.
 All improved but below target apart from FTPE-achieved Hull deterioration

Actual performance:

  • First Capital Connect - 90.0%
  • First Great Western - 90.6%
  • First ScotRail - 90.7%
  • First TransPennine Express - 93.3%
  • First Hull Trains - 81.7%
To improve punctuality across each of our UK Bus regions by working closely with our stakeholder partners. Achieved Average improvement in punctuality was 0.7% and currently lies at 92%.
Equip all customer-facing staff in First Great Western, First Capital Connect and First ScotRail with mobile devices to provide them with continuous access to real-time information. Achieved This objective was delivered.

2012/13 objectives and targets:

  • Increase customer satisfaction levels in all our divisions
  • Meet PPM targets in UK Rail
  • Work in partnership with key stakeholders to improve punctuality in UK Bus towards our goal of 95%
  • Meet on-time performance in Greyhound of 90%
  • Maintain on-time performance in First Transit above 95%

Our people

2011/12 Performance against objectives and targets

Objective Symbol Performance
Revise and reinvigorate our Group vision and values. Achieved The new vision and values have been finalised and a programme of management training aimed at embedding them will be rolled out during the second half of 2012.
Develop divisional CR plans for embedding our vision and values across the Group. Improved below target Each division has been strengthening the integration of CR into their business planning processes which will continue as we roll out the Group vision and values.
Improve employee engagement as measured by sample surveys in 2011 and a full follow-up survey in 2012. Achieved in UK Rail and First Student. No change UK Bus.
  • 4% improvement in employee engagement in UK Rail.
  • First Student pulse surveys indicate positive progress in areas undertaken.
  • First Bus pulse surveys at four locations show no change in engagement.
Reduce workplace absenteeism in the UK by 5%. No change UK Bus. Achieved UK Rail.
  • No change in UK Bus.
  • 7% reduction in UK Rail.
Deliver access to lifelong learning to 100% of UK Bus employees. Achieved All UK Bus employees have access to lifelong learning through online facilities.
Provide all UK Bus drivers with a minimum of seven hours of training through the driver CPC Programme. Improved below target CPC training has continued but the target has not been met for all drivers: the programme continues.

2012/13 objectives and targets:

  • Undertake a follow-up Your Voice Survey in the spring of 2013
  • Conduct local employee satisfaction pulse surveys prior to the main spring survey to determine priorities and progress
  • Launch our leadership development programme around our new vision and values to the 150 strong Group leadership team
  • Maintain driver turnover in UK Bus below 15%
  • Reduce workplace absenteeism in the UK by 5%

Environment

2011/12 Performance against objectives and targets

Objective Symbol Performance
Reduce carbon emissions in line with the targets set out in our revised Climate Change Strategy. Progress towards long term target

In the UK we achieved the following reductions in CO2e emissions per passenger kilometre:

  • UK Bus 3.0%
  • UK Rail 1.1%

In North America the following reductions in emissions per kilometre were achieved:

  • First Student: 1.96%
  • Greyhound: 3.46%
  • First Transit: 4.42%

View details here
Increase waste recycling rate by 2% in both the UK and North America. Achieved Waste recycling rates increased by 5% in the UK and by 15% in North America.
Reduce energy usage by 2% in the UK and across the top 100 properties in North America. Achieved UK. Achieved - North America. Energy usage in the UK reduced by 13%. Energy usage in North America reduced by 5%.
Reduce non-carbon emissions by 5% in UK Bus. Achieved Non-carbon emissions made up of particulates, nitrogen oxides, carbon monoxide and hydrocarbons reduced by 6.55%.
Achieve the Carbon Trust Standard for our UK operations. Achieved This objective was delivered.
Implement BS EN 16001 for our train operating companies (BS EN 16001 was upgraded to ISO 5001 an international standard for energy management). Achieved The BS EN 16001 standard was upgraded to ISO 50001 - an international standard for energy management, all our train operating companies have implemented the management systems and are due to achieve the standard in 2012.

2012/13 objectives and targets

UK Bus

  • Reduce carbon emissions in line with our Climate Change Strategy
  • Reduce non-carbon emissions per passenger km by 4%
  • Reduce energy use in buildings by 2%
  • Reduce waste to landfill by 8%

Rail

  • Reduce carbon emissions in line with our Climate Change Strategy
  • Reduce energy use in all buildings by 1%
  • Reduce waste to landfill by 2%

North America

  • Reduce carbon emissions in line with our Climate Change Strategy
  • Reduce energy use in top 100 properties by 2%
  • Increase waste recycling by 2%
  • Reduce waste to landfill by 2%

Community

2011/12 Performance against objectives and targets

Objective Symbol Performance
Develop a toolkit to ensure all employees have the opportunity to participate in fundraising and community activities. Not achieved This year we have focused on identifying a new charity partner in the UK. An important output from this relationship will be to ensure we provide employees with consistent opportunities to participate in fundraising activities.
Finalise the process for measuring the indirect impacts of our community programmes using the London Benchmarking Group framework. Achieved Where we have data, we have reported our indirect impacts for measurement in the community section of our report and website.
Work with Disability Rights to increase awareness of public transport travel options for people with disabilities. Achieved We sponsored the publication Doing Transport Differently, a guide to accessing public transport for those with impairments or health conditions.

2012/13 objectives and targets

  • Establish and start to implement a programme of activity with our new charity partner in the UK, Macmillan Cancer Support.
  • Put in place mechanisms to measure the impact of our programme with Macmillan Cancer Support.

Suppliers

2011/12 Progress against objectives and targets

Objective Symbol Performance
Complete social and environmental risk assessment of our suppliers Achieved The evaluation is now complete. The majority of our suppliers are in the medium to low risk category and any high risk suppliers are working towards corrective action plans. We are confident that risks are mitigated early in the contract process as a result of our supplier management skills.
Revise the supplier self assessment questionnaire Progress towards long term target We have revised the self assessment questionnaire to incorporate a weighting system for social and environmental factors in the procurement decision making process. The procurement team have been trained on how to use the tool to enhance their decision making.
Translate Supplier Code of Conduct into other languages as required Achieved Our Supplier Code of Conduct is now available in English and two other languages, it is available to suppliers when applicable.

2012/13 objectives and targets

  • Construct sustainability baseline for top 100 suppliers
  • Produce a sustainable procurement guide for procurement managers
  • Work with our strategic suppliers to reduce carbon emissions in the supply chain.
 

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