Our Stakeholders
Our Stakeholders
The future of our business depends on good relationships with our stakeholders as identified through discussion at Group and local level. We define our stakeholders as anyone who has an influence over what we do or is affected by our business. We engage with our stakeholders in a variety of ways and their feedback helps both to shape our business strategy and drive continuous improvement.
Responding to stakeholder feedback
The way in which we respond to stakeholders varies depending on the nature of engagement. In many cases issues raised relate to local circumstances. Below we provide some examples of our action in response to feedback.
Improving communication in Greyhound
Following evaluation of the responses to the staff survey, Greyhound has sought to improve communication and management development. Managers have conducted executive briefings across Greyhound locations and additional management development and customer service training sessions have been introduced.
Improving engagement in First Student
Project Frontline was developed in response to feedback from First Student field managers about the undue time spent on unproductive tasks. It provides the opportunity for frontline staff to propose changes that streamline their roles and provide more customer and employee focus. The project has already resulted in improvements to approval processes, IT, safety and other procedures. Following its initial success the project is being extended to further locations and employees.
Improving bus transport in Cheshire
Through a Quality Partnership Agreement brokered by Chester and Cheshire West District Council we have been working with the Council and other bus operators to deliver a high quality service using an integrated timetable. Modern, low-emission buses have been introduced along with new stops, shelters and bus priority features.
Listening to our customers in Aberdeen
Following a period of falling passenger satisfaction in Aberdeen we launched a customer engagement programme to help us understand their dissatisfaction and how we might improve. The programme included regular Meet the Manager days and a stakeholder forum. In response we revised routes and fare structures, and we are now seeing improvements in customer perception of our services.
Working with local authorities to promote greater rail use
First Great Western has worked with local authorities in Bristol, Devon and Cornwall to respond to demand for additional branch line services. For example, this has resulted in significant growth in passenger numbers, on the Falmouth line, where Cornwall Council helped secure European funding. Numbers are up by two thirds to 945,000 journeys in just two years.
Working with the communities we serve
On the Severn Beach line First Great Western has worked closely with the Severnside Community Rail Partnership to deliver a comprehensive programme of improvements to stations along the route. This has included art projects, gardening and the encouragement of station adoption schemes particularly amongst schools. The local partnership has also produced a range of leaflets to publicise improved summer timetables and now issues scholar passes on behalf of First Great Western for students at Filton College, to encourage greater use of our services.