The Chris Moyes Memorial Award for Top National Bus Driver, sponsored by Traffilog UK
Raul Campos Folgado (Lothian Buses)
Raul moved to Scotland from Spain five years ago and decided to stay in Edinburgh. He enjoys his job and since joining Lothian Buses he has been the subject of numerous customer commendations. This is no surprise, as he approaches his duties conscientiously and with good humour. He is deservedly popular with colleagues and customers alike and is seen as a true ambassador for his employer and the industry in general.
Lothian Buses – Leading the Way for Greener Transport
Winner of several environmental awards already, Lothian Buses has a reputation for providing a first-class service for the public in Edinburgh and the Lothians. The company has shown a determination to build on its environmental credentials by investment in Scotland’s first diesel-electric hybrid buses as well as a pioneering initiative to retro-fit 44 buses with ultra-low emission SCRT exhaust systems. In addition to its bus policy, the judges were impressed with the company’s joined-up thinking relating to wider environment and sustainability issues both within its business and to the public at large, a model for all bus companies to follow, and its partnership with its local councils and other stakeholders.
Stagecoach Group – Sustainability Success
Stagecoach Group is committed to reducing the carbon footprint of its business. It has the aim of leading the way in investing in green measures and has achieved its five-year sustainability targets one year ahead of schedule. The judges were impressed with the comprehensive nationwide approach, and how it has involved the staff in its ambitions, not least with the Sustainability Strategy information that has gone to all employees. From major initiatives like its annual Group Green Week down to little things like saving energy in depots at times when buses do not run, Stagecoach has demonstrated that sustainability is at the heart of its business objectives.
Top Express Operation, sponsored by Volvo Bus
Stagecoach East Scotland - Express City Connect
The Express City Connect network of services operating across Fife and into Edinburgh and Glasgow using the Ferrytoll Park-and-Ride Interchange provide a high standard of service for both commuters and other travellers, with leather seats and free wi-fi, making public transport an attractive alternative to the car, thus relieving congestion and achieving modal shift. Continued strong investment in high-specification coaches and impressive levels of reliability and punctuality ensure the effective service provision that fuels the impressive and consistent passenger growth.
Top City Operator, sponsored by BAE Systems
Lothian Buses, the UK’s largest publicly-owned bus company, has been justifiably one of the top operators for a number of years. Despite the problems caused by the construction of the tram system, it has continued to provide a top-class service to its customers. Clever recent initiatives have made public transport in the Scottish capital even more sustainable, the judges being especially impressed with the company’s mobile bus apps, marketing initiatives, the commitment to recycling and, not least, its very high number of social media followers. The company’s holistic approach to providing top-class bus services was exactly what they had come to expect of Lothian Buses!
Innovation Award, sponsored by Alexander Dennis
Special Commendation for Denis Noble
First Aberdeen’s Bespoke Oil Storage Tank for bendibuses
Until the company’s Engineering Manager, Denis Noble, came up with his invention, First Aberdeen used a specialist contractor some distance from the depot to maintain the turntable ‘rams’ which help keep a bendy bus aligned. Frustrated by the length of time it was taking to repair the buses off-site, Denis came up with a simple, yet unique, invention that helps keep serviceable the company’s thirty-two articulated buses. His bespoke oil storage tank is saving First Aberdeen around £20,000 per annum. Such has been the success of Denis’ invention, other companies are looking at the design with a view to replicating it elsewhere.
Putting Passengers First – The Claudia Flanders Memorial Award, sponsored by INIT
Lothian Buses – The Digital Customer
Customer communication has evolved more dramatically than perhaps any other discipline in the public transport industry in recent years. Reliance upon printed timetables and other traditional methods has been largely eclipsed by the demand for friendly, easy-to-use, useful and engaging websites, mobile websites, social media offerings and smartphone apps. The judges considered that Lothian Buses has embraced this ‘Digital Customer’ challenge, both internally and externally, at least as well as any other operator in the country to date.
Stagecoach East Scotland – Improving Customer Relations Through Social Media
Stagecoach East Scotland recently launched a Twitter account as a primary customer contact method. Staff have successfully embraced and used the new media to communicate, assist and engage with customers at a more personal level, using feedback to improve services and, crucially, to develop better customer relations. Whilst Stagecoach Group is now rolling out a social media framework for all its companies, the judges were particularly impressed with the East Scotland initiative as it already has a track record of attracting over three thousand followers in a short time, and continues to grow rapidly.
Making Buses A Better Choice: the Peter Huntley Memorial Award, sponsored by Heathrow Airport
Lothian Buses – Service 10 – Buses for Everyone
In September 2011, Lothian Buses launched Scotland’s first fleet of double-deck hybrid buses onto its service 10. As well as using new low-carbon technology, the vehicles include up-market features such as free wi-fi and audio visual next stop announcements. Judges were impressed by the clever marketing of the upgraded service resulting in a significant increase in passenger numbers, and that the success of the service has been helped by the company’s care in listening and responding to the customer feedback, as well as the reduction of the company’s carbon footprint in sensitive areas of the city of Edinburgh.
The Eureka! Award for Marketing Initiatives
Stagecoach UK Bus – Adoption of Social Media for Business and Consumer Benefit
Having monitored its online reputation, Stagecoach UK Bus made the decision to provide real-time service updates for its passengers using a framework that ingrains it within the culture of the business, thereby offering greater benefits to both staff and customers. Growing completely organically on Twitter and Facebook, the judges were extremely impressed with the results achieved in its three pilot areas of East Scotland, Oxfordshire and Oxford Tube since the launch in December 2011, and the company is now to roll-out the model across the whole of its UK operations over the next two years.
The Marketing Excellence Award, sponsored by CBS Outdoor
Megabus UK - Stagecoach plc – Megabus UK: Digital Integration
Megabus UK has achieved substantial growth across all its business and marketing key performance indicators through the implementation of a carefully measured and integrated digital strategy, based on comprehensive research and led by a clear understanding of customer needs. The judges felt that this had gone above and beyond the traditional industry expectations of digital marketing to focus on ideas and solutions that could demonstrate real value and interest to its customers and potential customers.
The Bus and the Community Award
Lothian Buses – Go Blue for Prostate Scotland
Lothian Buses first became involved with Prostate Scotland in 2010 through the company’s Healthy Working Lives Programme. As one of twelve pathfinder companies signing up to the organisation’s workplace initiative, it provided information to staff about prostate disease. As a result, a number were diagnosed with prostate cancer, returning to work successfully after treatment. In 2012, the awareness campaign was broadened to include Lothian Buses’ passengers, including a Prostate Scotland all-over advert bus highlighting prostate disease and where to go for help. In addition to its awareness initiatives, the company and its staff have also supported a number of charity activities.
The Unsung Heroes Award, sponsored by Backhouse Jones
UK Bus Awards Special Commendation for Outstanding Service
Alan Black (Lothian Buses)
Alan is in charge of Lothian Buses’ busy control room. He and his team are the first point of contact for drivers and it is their job to keep Lothian’s buses running as efficiently as possible. Alan has a reputation for reliability and an eye for detail, ensuring that customers and staff are kept informed when things go wrong. His colleagues regard him as a true unsung hero of the bus industry.
Kenneth Monaghan (Stagecoach West Scotland)
In Kenny's current role of Operations Manager Glasgow, he is responsible for the day to day running of the depot, managing over 20 employees and 56 vehicles. He joined Western Scottish in 1983 and became an employee director when the company was purchased by its management and employees in 1991. Since the company was bought by Stagecoach, Kenneth has held a number a posts, bringing real dedication to them all.