ON STAGEThe newsletter of Stagecoach Group

INSIDE

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Issue 112 | November 2015

Top honours at UK Bus Awards page 2 | Customer service excellence page 9

Best big bus operator in Britain

MEGABUS.COM has opened two new bases in France as it continues to expand its growing inter-city coach network in the country.The company has launched 15 new domestic journey options, with routes from a new operating base in Bordeaux as well as a crew base in Nantes, creating employment for more than 50 staff.

New locations – Bordeaux, Poitiers,

Nantes, Le Mans, Tours, Angers and Chatellerault –

have been added to the megabus.com network for the first time, bringing low fares and good-quality travel to millions more people

across France.

EXCELLENCE across Stagecoach was recognised at the Group’s annual Champions Awards.Now in their sixth year, the awards reward exceptional performance in safety, health, community, customer service, environment and innovation.Winners at the 2015 event represented the company’s bus, rail, tram and coach businesses in Europe and North America. All received a trophy, cash prize and a two-night stay in London.“Our Champions Awards are about celebrating the achievements of many of our employees across Stagecoach Group,” said Stagecoach Group Chief Executive Martin Griffiths.“From Europe to North America, from bus to rail and from background teams to frontline workers, we have honoured the exceptional people who make a real difference to our business and to our customers every day.

STAGECOACH South West is officially Britain’s best after being named Large Bus Operator of the Year at the 2015 Route One Operator Excellence Awards in Birmingham.It’s the second year in a row that a Stagecoach company has been awarded the title, following Stagecoach Midlands’ victory in the same category in 2014. Stagecoach had several other shortlisted finalists at this year’s event, including Stagecoach Manchester Managing Director Christopher Bowles and Stagecoach East Midlands Manager Michelle Hargreaves who were both shortlisted for the Manager of the Year (Large Operator) Award.John Hill from Stagecoach London was also a finalist in the Engineer of the Year (Small/Medium Operator) category while previous winner Dave Heptinstall from Stagecoach Midlands was shortlisted for the Engineer of the Year (Large Operator) Award.Judges praised Stagecoach South West’s growth over the last 12 months. The company has seen a 5% increase in passenger numbers, achieved through service enhancements, network development and local authority contract gains. Bob Dennison, Managing Director of Stagecoach

You are the Champions

The 2015 Stagecoach Champions

The Stagecoach South West team collect their award from BBC business presenter Steph McGovern and TV impressionist Jon Culshaw

South West, said: “This award is testament to the hard work of our employees across the south west who are a credit to our company and who deliver

good quality, reliable and affordable bus travel every day for thousands of people who rely on bus services.”

“I would like to offer huge congratulations to all of our Champions and say thanks to them for the part they play in delivering high-quality services to our passengers.”Around 125 Stagecoach employees have been presented with Champions Awards over the past six years.Turn to pages 3 and 4 to find out more about your 2015 Stagecoach Champions.

French connection

ON STAGE

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Did you know? In a Stagecoach North East depot football derby recently, Sunderland depot came out on top, beating Newcastle’s Walkergate depot 3-2.

What a Laugh!

Top apprentices

“What’s the use of you having a timetable if your stupid trains never stick to it?,” demanded Paul of the Stationmaster. “Well, sir,” rejoined the railwayman, “how would you even know they were running late if not for the timetable?!”

If you have seen or heard something funny – online, in the papers, on social media or just while out and about – send your contributions for the ‘What a Laugh’ section in the next edition to lindsay.reid@stagecoachgroup.com

n  On the board

Impressive haul of UK Bus awards

The 2015 UK Bus Awards saw Stagecoach scooping a string of accolades

STAGECOACH Group employees have once again taken top honours at the 2015 UK Bus Awards.Stagecoach South employee Martin Gibbon was named Young Manager of the Year at the event. Judges said Martin, who is Operations Manager at Winchester and Andover depots, had a “mature, confident and friendly management style”.Stagecoach North East also came out on top as Sunderland Depot won the Top National Bus Depot award for its reliable, friendly services with high engineering standards and good operational performance.South Yorkshire driver Robert Pitts from Barnsley Depot was named the Road Operators Safety Council (ROSCO) Safe Driver of the Year after 37 years of safe driving.Stagecoach also scooped a string of silver awards, with Stagecoach Manchester receiving the accolade in the Top City Operator category; Stagecoach East Scotland in the Putting Passengers First Award for its Coastrider X7 service and Daren Coppin from Stagecoach London in the Engineer of the Year category.Stagecoach Yorkshire also won the Silver Award for Sustained Marketing Excellence for creating and sustaining passenger growth in Sheffield, while a direct marketing campaign between Stagecoach North East, Arriva and the Connect Tees Valley Partnership was awarded silver in the

Marketing Initiative of the Year category.In addition, Stagecoach South West won the Bronze Top Shire Operator Award.Two Stagecoach employees were also recognised in the Unsung Heroes Award. Neil Rettie from Stagecoach North Scotland was Specially Commended for his work with transport charity Transaid, while Stagecoach West Schedules Manager Clive Norman was awarded a Special Commendation for Outstanding Service in the same category.Stagecoach UK Bus Managing Director Robert Montgomery said: “It’s very pleasing to see so many of our companies and individual employees being rewarded for their hard work and excellence.”

STAGECOACH’S top UK Bus apprentices have been recognised at the company’s 11th annual Apprentice of the Year Awards. Nine bus engineering apprentices were awarded for their outstanding performance.Sam Harris from Stagecoach Yorkshire took first place in the third-year apprentice category. Ben Houghton from Stagecoach London came in second place while Alex Booth from Stagecoach Manchester was awarded third place.Stagecoach South West apprentice Ben Dawson received the top award in the year two category, with Lorne Coughlan from Stagecoach South East and Sion Summers from Stagecoach East second and third respectively.The winner of the year one category, sponsored by The Society of Operations Engineers, was Adam

Stagecoach takes centre stage in the Perth edition of Monopoly

STAGECOACH East Scotland features in the latest edition of iconic board game Monopoly, based on the city of Perth.Stagecoach worked with the game’s makers to include Stagecoach buses as a transport square on the board. Along with Perth railway station, aerodrome and harbour as the other transport options, the Stagecoach square is featured between local football team St Johnstone and Perth Playhouse. A Stagecoach Gold bus is also pictured on the centre of the board and the outside of the box, while a ‘Chance’ card allows players to pick up a cash reward when they win a Perth megarider ticket.The Monopoly Perth Edition board is available now at all good toy and book stores and online.

VIRGIN Trains East Coast has launched its very own specially brewed golden ale named Hop on Board!Hundreds of employees answered the plea to find a name for the new ale, created by York’s Rudgate Brewery. The lucky winners were Rayner Gill, Steven White and Jane Winton from York.Virgin Trains East Coast’s bespoke and limited edition ale is now for sale on-board from the Foodbar.

n  Rail ale

A bottle of the new brew, Hop On Board

Ebdon-Parry from Stagecoach Manchester, with Matthew Sanderson from Stagecoach Yorkshire in second place and Shane Rees from Stagecoach South Wales third.Clare Willis, Stagecoach UK Bus Deputy Training and Development Manager (Engineering) said: “Our winners this year have all set an exceptionally high standard over the past 12 months and they thoroughly deserve their awards.”

Top prize winners Ben Dawson, Sam Harris and Adam Ebdon-Parry

ON STAGESupertram turns 21 ... find out more on page 5.

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Continued from page 1

A TOTAL of 18 awards were handed out at Stagecoach Group’s Champions Award ceremony. Below are details of our 2015 winners, all pictured with Stagecoach Group Chief Executive Martin Griffiths and Non-Executive Director and Chair of the Health, Safety and Environment Committee, Helen Mahy.

Safety ChampionGOLD – Adam Langley, Train Driver, London Waterloo, South West Trains-Network Rail AllianceAdam’s quick thinking on his way to work helped prevent a potential suicide at Raynes Park Station in November 2014, leading to professional support for the young man and heartfelt thanks from his family. SILVER – Tim Olton, Senior Production Manager, Craigentinny Depot, Edinburgh, Virgin Trains East Coast Tim’s leadership has helped transform the safety culture through joint working with unions, improved reporting and increased employee engagement, contributing to a 40% reduction in accidents at the depot since January 2013.BRONZE – Toby Kay, Bus Driver, Teignmouth, Devon, StagecoachToby was recognised for his contribution to road safety through his involvement with the Institute of Advanced Motorists and his work to help educate the public and road users about the challenges experienced by bus drivers.

Environment ChampionGOLD – Peter Byrne, Station Manager, Weybridge, South West Trains-Network Rail AlliancePeter has helped put in place a new waste contract working with colleagues in environment and procurement. His attention to detail on the positioning of skips and bins, as well as how tenants are charged, is making a real difference towards the company’s environmental objectives.SILVER – Mark Holden, Relief Eco-driver and Green Champion, Gloucester, Wye & Dean, StagecoachMark was recognised for his work on the GreenRoad eco-driver performance programme and initiatives to provide improved, automated feedback to drivers. He has also developed ideas for greener travel options for employees working early-morning, early-evening and late-night shifts, as well as other community projects.BRONZE – Steven Robinson, Bus Driver and Eco-champion, Manchester, StagecoachSteve is a source of great green ideas, including turning depot waste ground into a staff recreational area with a covered bicycle section to encourage more staff to cycle to work. He has also championed more showers and cycling facilities, as well as other projects to promote walking, cycling and an improved local environment.

Health ChampionGOLD – Tony Youmans, Bus Driver; David Wynn, Engineer; and Tom Blacker, Assistant Operations Manager – all Walkergate Depot, Newcastle, Stagecoach Tony, David and Tom have been the driving force behind a comprehensive health and well-being awareness and improvement programme at their depot, including advice on weight loss, healthy eating, and stopping smoking. The initiatives, many of which have been delivered in partnership with medical staff, have been well received by colleagues.SILVER – Martin Plume and Chris Kelk, Lead Bus Drivers, Skegness, StagecoachMartin and Chris gave CPR to fellow Skegness driver Paul Farrell until paramedics arrived when he suffered a heart attack in September last year. Sadly, despite their efforts, Paul died. However, the situation led to a fundraising campaign to ensure that Skegness depot has a defibrillator. Paul’s wife, Lesley, wrote to Stagecoach to thank the two drivers and recommend them for a commendation.BRONZE – Emanuel Talines, Train Guard, South West Trains-Network Rail AllianceEmanuel stepped in to help a young wheelchair passenger in his 20s travelling on a train from London to Dorking just before Christmas when the customer went into spasm.

Bronze Safety Champion Toby Kay

Silver Safety Champion Tim Olton

Adam Langley – Gold Safety Champion

Peter Byrne, our Gold Environment Champion

Silver Environment Champion Mark Holden

Environment Bronze Champion Steven Robinson

David Wakefield, who collected the award on behalf of Gold Health Champions Tony Youmans, Tommy Blacker and David Wynn

Health Bronze Champion Emanuel Talines

Health Champions Silver winners Martin Plume and Chris Kelk

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Innovation ChampionGOLD – Scott Garrett, Operations Manager, Sacramento, California, Coach USAScott has developed a simple yet improved and more flexible system for bus cleaning. It has improved accountability and incorporates a feedback mechanism to ensure buses go into service in excellent condition every time. SILVER – James Horn and Jack Ferguson, Craigentinny Depot, Edinburgh, Virgin Trains East CoastEngineering apprentices James and Jack designed a protection shield that stops staff from standing on a floor-level-mounted coolant temperature sensor fitted to the engine. They also developed manufacturing drawings and even produced the shields. In future, all Virgin Trains East Coast power cars will be fitted with the protection shields.BRONZE – Mike Bones, Technician/Fitter, Stockport, Manchester, StagecoachMike developed a modified air/water separator filter to solve the problem of injectors becoming blocked with a fluid designed to reduce emissions from bus engines. His invention can unblock the system in minutes, saving valuable time, and it has now been shared with other depots.

Community ChampionGOLD – Nigel Merry, Rail Operator, Basingstoke Railway Station, South West TrainsNigel was recognised for his work in fulfilling his ambition to make Basingstoke Railway Station ‘a special place’. His energy, ideas and can-do attitude – particularly in helping people with disabilities – have made the railway a true part of the community.SILVER – Sue Jewell, Bus Driver, Leyton, London, StagecoachAs well as working hard to make the Leyton Depot a vital part of the community, Sue has been making the biggest difference in her own housing estate. She has a passion for making local neighbourhoods a safe and positive environment for children and their families, and her work – such as addressing the impact of gangs and knife crime – has been praised by police.BRONZE – Sharon Angel, Travel Advisor, Sheffield Station, East Midlands TrainsSharon is has gone the extra mile to ensure that young people are educated in rail safety. She has developed a package of materials to transform a schools visit programme and is now leading a project to roll out the new approach across East Midlands Trains.

Customer Service ChampionGOLD – Kassam Pinjara, Customer Welcome Host, St Pancras Station, London, East Midlands Trains Kassam has worked for the rail industry for over 30 years and is a fantastic ambassador for the entire rail industry. He is hard-working, fiercely proud, reliable and professional. He seeks no acknowledgement for what he does and he believes it’s nothing special, but

London’s St Pancras wouldn’t be the same without Kassam and his big smile which greets customers every day.SILVER – Ric Gabriel, Flagship Station Manager, Basingstoke, South West Trains-Network Rail AllianceRic has encouraged his team to think differently about customer service – whether by giving Easter eggs to a local hospital, love messages left on hearts around the station on Valentine’s Day, carol singers at Christmas or fund-raising activities. He has created a culture where employees want to make a difference for customers, and he has empowered them to do so. BRONZE – Stagecoach Rail Replacement Team (Supertram infrastructure upgrade project)A team of employees from Stagecoach Supertram and Stagecoach in South Yorkshire have been jointly nominated for their outstanding teamwork over the past three years during the major upgrade of infrastructure on the light rail system in Sheffield. They have improved the customer experience of rail replacement bus journeys, delivered high satisfaction levels and helped maintain the good commercial performance of the business. BRONZE – Donna White, Bus Driver, Elizabeth, New Jersey, Coach USADonna has been described as being like Mother Teresa to her passengers. Her ‘brilliant, witty, welcoming and loving’ approach shines through, from helping to calm negative situations to taking a real pride in her bus. Truly, as one customer put it: ‘service beyond the ordinary’.

Gold Customer Service Champion Kassam Pinjara

Bronze Innovation Champion Mike Bones

Innovation Silver Champions James Horn and Jack Ferguson

Gold Innovation Champion Scott Garrett

Gold Community Champion Nigel Merry

Bronze Community Champion Sharon Angel

Silver Community Champion Sue Jewell

Customer Service Bronze Champions David Marrison, Michael Grace and Jay Bolsover from the Supertram Rail Replacement team

Bronze Customer Service Champion Donna White

Silver Customer Service Champion Ric Gabriel

Did you know? megabus.com is offering 50,000 free seats to customers across Europe in January and February.

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n PICTURE THISThis edition’s Picture This winner was taken by Lee Paul Wardle, Commercial Trainee at Stagecoach Cumbria and North Lancashire. It shows a pair of Volvo Olympians in Glencoe, Scotland. Congratulations to Lee who will shortly receive his prize of £50 in M&S vouchers.If you have any good photos for Picture This, please send them to Lindsay Reid, On Stage, Stagecoach Group, 10 Dunkeld Road, Perth, PH1 5TW, or email them to lindsay.reid@stagecoachgroup.com

n  Journey’s end for John

STAGECOACH Supertram opened the gates of its Nunnery depot to celebrate the 21st anniversary of the Supertram network.Around 2,000 people flocked to the event to enjoy a special behind-the-scenes look at how the city’s much-loved trams operate.As well as tours around the depot, there were welding demonstrations and a unique opportunity to ride on a tram as it travelled through the giant tram wash.A special tram, decorated with drawings of competition winners by local artist Pete McKee, was also unveiled.

Happy birthday Supertram

Crowds keen to see behind the scenes flocked to the Supertram open day

The Right Worshipful the Lord Mayor of Sheffield, Councillor Talib Hussain, artist Pete McKee and Supertram Managing Director Maragaret Kay with the specially decorated tram

TWO Stagecoach employees were named as winners at the National Rail Awards 2015.Sheffield-based East Midlands Trains Travel Advisor Sharon Angel won the award for her innovative programme of schools education visits which she designed in her own time. Mark Boon, South West Trains Flagship Station Manager for Clapham Junction and Vauxhall, took top slot in the management category of the Outstanding Personal Contribution Award.Malcolm Trussler, a South West Trains Guard based at Basingstoke, was also highly commended in the Outstanding Personal Contribution awards. Martin Griffiths, Chief Executive of Stagecoach Group, said: “We have a team of fantastic people working across our businesses and we are investing more than ever before in their training and development.”

RETIRED Stagecoach South Wales Managing Director John Gould was given a good send-off at his final Managing Directors’ meeting in Stockport.John, whose career has spanned 40 years, was given Rugby World Cup tickets and a cake. Stagecoach UK Bus Managing Director Robert Montgomery said: “Thanks for everything you have done over the years for Stagecoach. Thanks also for being a friend to us and we wish you

a long and happy retirement.”John Gould added: “I’ve been with Stagecoach since 1989 and I have enjoyed every minute. I’ve always said you are only as good as the people you work with and that really does apply to Stagecoach.”

Retired Managing Director John Gould with his farewell cake

VIRGIN Trains East Coast has launched its new-look red-hot uniform.The uniform features red micro-check shirts and blouses, red ties for the guys and red scarves for the ladies, grey waistcoats and jumpers. Spiffy new chefs’ jackets and red neckerchiefs also feature with new polo shirts and fleeces for technical teams.The new items will keep everyone looking smart

until the company takes delivery next year of its brand new uniforms designed by international fashion designer and TV presenter Wayne Hemingway.

Rocking the red look

Staff show off the new red-hot uniform

SCOTTISH Citylink has launched a competition inviting schoolchildren from Edinburgh and Glasgow to draw a picture of their city, with two winning designs appearing on the rear of the coaches that connect the two locations.The winners will also be invited with their classmates for a special pre-Christmas trip to either Dynamic Earth or the Glasgow Science Centre, travelling to the destination on their specially designed bus.Nicola Campbell, Marketing Manager for Scottish Citylink, said: “We want the children to get their thinking caps on and crayons out to draw a picture of what their city means to them.“We can’t wait to see the entries and to decide the best ones to go onto our vehicles.”

DAREDEVIL Stagecoach North East driver Alan Beck completed a 15,000ft tandem parachute jump to raise funds for a good cause. His high-flying challenge helped raised more than £4,000 towards the cost of a new roof at his dad’s local church in South Hetton.

n  Taking the plunge

Alan at the site of his charity parachute jump

The company’s mascot Supertram Man made a special appearance and children enjoyed a bouncy castle and face painting. Supertram photos from the last two decades were also on display.“The open day was absolutely fantastic,” said Supertram Managing Director Margaret Kay.“It was our chance to celebrate 21 years of what is an iconic and much-loved network in Sheffield and we are delighted that so many people came out to join us.“Our staff put a lot of work into the day and it was a great success.”

n  Drawing admiration

Duo celebrate success at National Rail Awards

Environment accolade for Stagecoach ... find out more on page 6.

Did you know? Lost property analysis on megabus.com in Italy showed customers had left behind a ukulele, a pudding mould and a university degree.

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GREEN SCENE

VOLUNTEERS from Stagecoach SSC in Stockport rolled up their sleeves for a special green project.The workers spent the day transforming an outdoor space at a residential home of The Together Trust, which supports disadvantaged children and children with a mixed range of difficulties and impairments.The team took on the challenge with passion, determination and drive, and gave the whole garden area a fresh new look. The staff and young people were delighted. Thanks are due to all involved, including Caroline Oldham, Alison Yarr, Carol Campbell, Stephen

Senior, Matthew Neilson, Sam Charlton and Alexandra Parker.

n  Sunny side up

STAGECOACH Group has been awarded the prestigious Carbon Trust Standard for its efforts in helping tackle climate change.The award follows a detailed assessment by the Carbon Trust of the environmental performance of the Group’s businesses in the UK, mainland Europe and North America between 1 May 2013 and 30 April 2015.Assessors confirmed that, relative to the turnover of the Group’s business, Stagecoach has reduced its carbon impact by 11.9%.Stagecoach was first awarded the Carbon Trust Standard for its global operations in 2013 when it was the first public transport operator to have its performance certified outside Europe. It has now been recertified for its continuing work to measure, manage and reduce its global carbon footprint.The Group has launched a new five-year sustainability strategy ‘Shared Responsibility, Shared Future’ with further stretching targets to cut its carbon emissions, reduce water consumption and improve recycling.

Stagecoach awarded Carbon Trust Standard for Global Operations

By April 2019, against a baseline of 2013-14, the Group is aiming to: � Reduce buildings carbon emissions by 7% � Cut like-for-like fleet transport carbon emissions

by 2% � Lower water consumption by 9% � Achieve a waste recycling rate of 83% compared

to 77%.“Achieving consistent and continuing improvement is not easy and it requires a real focus day-in, day-out,” said Martin Griffiths, Stagecoach Group Chief Executive.“It is a tribute to the hard work of our teams around the world, from driving our buses and trains as fuel-efficiently as possible to saving energy at our depots and offices, conserving water and recycling as much as possible of the materials we use in our daily work.“Sustainability is the responsibility of us all and we have more work to do. By working together, small individual improvements can collectively make a big difference to our company and the communities we serve.”

RAIL franchises East Midlands Trains and South West Trains picked up two top awards and five runners-up prizes in this year’s Community Rail Awards, highlighting Stagecoach Group’s continued commitment to community involvement.At East Midlands Trains, the Derwent Valley Line Community Rail Partnership collected two winner’s awards for Belper station.The first was in the category of Best Community Art Scheme for the new station mosaic and artwork. The project also won Best Community Rail Photo, taken by local photographer Ashley Franklin.The North Staffordshire Line, which operates between Derby and Crewe, picked up second-place awards for involving young people for the North Staffordshire Community Rail Partnership’s artwork project.The REACH Pupil Referral Unit in Stoke was named

On top at Community Rail AwardsBest Marketing Campaign for the ‘Make Tracks for Alsager’ campaign and in the Passengers Matter category for ‘A Spotter Tea’, the new community cafe at Kidsgrove station.The South West Trains team picked up second prize in the outstanding teamwork award for the project on the Island line to repair the network after poor weather in 2014. The project included South West Trains, the Island Line Community Rail Partnership, Network Rail, Southern Vectis and a variety of community partners.Bob Painton, Swaythling Station Adopter, received second place for outstanding volunteer contribution for his hard work over the past eight years, including leading a project commemorating World War One in Swaythling with children from Cantell Secondary School and other volunteer groups.

THE POWER of the sun is set to cut carbon emissions at Stagecoach’s UK Bus division, thanks to plans for new solar panels at a number of its depots.Working with renewable energy company Visolaris and the Renewable Energy Investment (REI), UK Bus has installed panels at

Stagecoach’s Chesterfield depot, while work is under way to include the energy-saving technology at the Daw Bank Depot in Stockport.Virtually all of the locally generated electricity will be used at each site, significantly reducing their electricity bills and enabling Stagecoach to gain greater security and certainty over their future electricity costs. Any spare electricity will also be sold back to the National Grid. At the Chesterfield and Daw Bank sites alone, more than 3 million kgCO2 is expected to be saved over 20 years, with potential financial savings of up to £1.1 million.Chesterfield will benefit from a 250 kilowatt peak (kWp) installation of 962 solar panels while, in Stockport, a 280kWp system of 1076 solar panels will be fitted. “This is an example of how we can benefit from new technology at our existing sites to help minimise the impact of our operations on the environment and play our part in tackling the global challenge of climate change,” said Stagecoach Regional Director Sam Greer.

Solar panels are cutting carbon and saving money at UK Bus depots

PASSENGERS between Oxford and Banbury can travel in greater style after Stagecoach in Oxfordshire launched its fifth fleet of luxury Gold buses.The £850,000 investment means travellers using the S4 bus route will enjoy a five-star luxury service as they experience the comfort of hand-stitched Italian leather seats, increased legroom and free WiFi.Martin Sutton, Managing Director of Stagecoach in Oxfordshire, commented: “Our Gold buses have been designed with our customers’ needs in mind. We appreciate that our customers value the use of free

Stagecoach Oxfordshire Managing Director Martin Sutton (right) officially launches the new buses with the help of Banbury’s Deputy Mayor Cllr Gordon Ross

n  Gardeners muck in

The green-fingered team

Gold-star treatment

WiFi and welcome greater comfort and luxury.”Passengers also had the chance to win £100 every week in a month-long Golden Ticket competition.

ON STAGE

STAGECOACH has welcomed its first Coach USA graduate trainee, Chaz Featherstone. Chaz will join the existing UK Bus Graduate Management Programme for the first year, based in the engineering department at Stagecoach Manchester, before returning to the USA for his second year of training.The two-year graduate management programme

has had great success. Within Stagecoach there are now 13 directors (including four managing directors) and 34 managers who began their Stagecoach careers on the programme.

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This email praising a local driver was sent to Stagecoach South East’s Canterbury Bus Station.

LETTER OF PRAISE

If you or one of your colleagues has received a letter of praise from a customer, please email a copy to lindsay.reid@stagecoachgroup.com or post it to Lindsay Reid, Senior Group Communications Manager, Stagecoach Group, 10 Dunkeld Road, Perth, PH1 5TW. We will publish as many as possible.

Hi,I am just writing to say how impressed I was by one of your female bus drivers this morning. At Canterbury Bus Station I caught a Unibus. I sat at the front seat of the bus and it was so refreshing to see the bus driver smiling as she greeted each and every passenger.Every fare she took was taken and despatched in such a friendly/professional manner. Every passenger was greeted with a hello and thanked when they got off the bus.

n  Support for volunteering

A starring role in Corrie ... find out more on page 8.

The paper in her ticket machine was constantly getting stuck, however she sorted it in a very relaxed and unflustered manner. I wish I had her staff number so I could have properly identified her. This truly was excellent customer service.

Best wishes,Maria

Smarter, cheaper bus for Greater ManchesterMILLIONS of Greater Manchester bus passengers are benefiting from cheaper fares with the introduction of

a new multi-operator smart ticketing scheme.The scheme is the result of collaboration between more than 30 bus operators through industry body Greater Manchester Travelcards Ltd (GMTL), the organisation behind the System One brand, in partnership with Transport for Greater Manchester (TfGM). Customers can take advantage of great-value multi-operator travel, which is stored on a smart card and can be used on buses across Greater Manchester.Fares will be cut by an average of 10% for the new

electronic products compared to the equivalent existing printed products, saving customers up to £5 a week. The new product range, branded Get Me There, can be loaded onto widely available smart cards including StagecoachSmart. Stagecoach Manchester Managing Director Christopher Bowles said: “This is great news for Manchester’s bus users.“Stagecoach is making an £11 million investment across the country in new digital technology to make it easier for our customers to use the bus. Smart ticketing, better information and easier ways to buy travel are at the heart of our strategy.“This announcement shows that, by working together, bus operators, local authorities and the Government can make buses even better for the many people who rely on them every day.”

STAGECOACH has agreed to support UK volunteering charity WWV during 2016.The Group will provide the charity with advertising as well as looking at potential volunteering and work experience placements. Steven Stewart, Stagecoach Group Director of Communications, said: “We know from the work of our own employees the huge difference volunteering can make – not just for the communities which projects help but also in building the confidence and life skills of individuals.“WWV does fantastic work with people at all stages of their lives. We’ve been particularly impressed by their programmes to help young people and those from disadvantaged backgrounds.“Our transport services are vital in connecting people and communities, and we look forward to supporting and promoting the work of WWV throughout 2016.”Mike Silvey, Director of WWV, said: “We are very excited about the potential of this new relationship with Stagecoach.“Their support will help us continue working with some of the most marginalised and disadvantaged members of the community, helping them transform their lives and connect with their communities.“We look forward to working with, and getting to know, the business and employees of Stagecoach Group companies during 2016.”

STAGECOACH, which operates the South West Trains network, has welcomed the start of a Government consultation inviting passengers to have their say over the future of their rail services.Passengers, businesses and local councils are being asked for their views on the next South Western franchise, which is due to start in 2017 when the current South West Trains contract comes to an end.A Stagecoach Group spokesperson said: “We are proud that the improvements we have made over the past two decades have doubled the number of people using South West Trains services making it one of the most heavily used rail networks in Europe.”

NORTH Scotland Operations Director Stephie Barber has retired after 44 years of service in the bus industry.To mark the special occasion she spent her final morning at work as a ‘clippie’ on local bus services in Aberdeen. Stephie started as a weekend clippie in 1971 with Ribble Motor Services in Lancashire whilst studying at college. She became a member of the road staff at Southport depot shortly afterwards and then undertook a number of Commercial and Operational roles in Berkshire, Cumbria and North Lancashire before her appointment as Operations Director for North Scotland in 2013. Stephie plans to retire in North Lancashire to spend time with her four grandchildren and to climb all those Cumbrian mountains. Everyone wishes her a happy retirement.

Retired Operations Director Stephie Barber

Chaz Featherstone at Stagecoach HQ in Perth

Consultation on future of South Western franchise

n  Stephie retires after 44 years

From the US to the UK

ON STAGE

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STAGECOACH Manchester’s Middleton depot supplies vehicles to TV soap Coronation Street from time to time for filming.Pictured recently on-set on the cobbles of Weatherfield is Administration Assistant Gill Latham.

Corrie call

If you, or one of your colleagues, have a claim to fame – perhaps a hidden talent, a meeting with a celebrity or an interesting hobby – please email details to lindsay.reid@stagecoachgroup.com

Gill Latham

STAFF at the South West Trains-Network Rail Alliance recently helped grant the wish of an extra-special seven-year-old.Malachi Tyler has a genetic condition called neurofibromatosis. He is also blind, has two brain tumours and epilepsy.After hearing about his bravery, the train operator organised a special day across the rail network for him.Malachi and his dad were taken for a tour of the Control Room at Waterloo as well as sending tweets from the South West Trains Twitter account. He was taken for a tour of a train before jumping into the driver’s seat.After a trip to Basingstoke, Malachi made some station announcements before trying out a train simulator. He then travelled back to London in first class.Siobahn Neligan, Customer Experience

ARTIST Mike Brown joined Virgin Trains East Coast staff and dignitaries to unveil a striking new stained-glass window at Grantham Station.The window, depicting the steam locomotive Mallard, has taken pride of place over the door to the station’s waiting room. The unveiling also coincided with the official opening of Grantham’s new Customer Information Office.

n  A window to the past

New appointments in North America

Malachi’s big day

Malachi takes charge during his visit

A DOUBLE-decker in a tutu provided an eye-catching launch for a new charity partnership between Stagecoach Manchester and Genesis Breast Cancer Prevention.As part of Genesis’ ‘Take on the Tutu’ challenge, the 26-metre-long, four-layered tutu graced the Stagecoach bus during Breast Cancer Awareness Month.The event also celebrated the announcement that Genesis had been chosen as the company’s charity of the year following an internal vote by staff members. Stagecoach Manchester driver Barry Duncan also showed off his own tutu to kick-start his ‘Take on the Tutu’ challenge, which encourages fundraisers to don a tutu either at work, school, in the local community or while taking part in a sports event, to raise money for the Manchester-based charity.

The Stagecoach bus, resplendent in its pink tutu

COACH USA’s Dillon’s Bus Service and Suburban teamed up during the Pope’s visit to Washington DC and Philadelphia recently to move Secret Service agents to their assignments.This was a 24/7 operation for eight days, which included work before, during and after the Papal visit.

STAFF at Group headquarters in Perth recently raised £250 through a bake sale held in aid of the Perth and Kinross branch of the MS Society.The sale raised £112.00 which the company then rounded up to £250.

n  Tasty treats

n  Secret assignment

STAGECOACH has announced changes to its senior management team in North America.Dale Moser, long-serving President and Chief Operating Officer of the Group’s North America Division, has decided to relinquish his full-time executive role and has been appointed as the Division’s non-executive Chairman.Linda Burtwistle, who has nearly 20 years’ experience in the public transport industry in the UK and North America, has become President and Chief Operating Officer. Dale Moser has led the Group’s North America Division for the past 15 years and has previously held leading positions in the transportation and

logistics sector, including Laidlaw and Ryder System Inc. He is an executive director of the American Bus Association and his role as non-executive Chairman of Stagecoach’s North America division will include engagement with key government and other stakeholders.Linda Burtwistle was previously with Stagecoach from 1996 and served as Chief Financial Officer of the Group’s North America Division between 2000 and 2004. She has also previously been Finance Director of Virgin Rail Group. Linda joined FirstGroup America in 2008, where most recently she was President of First Student until January 2014.

n  Bus decked out in a tutu

Improvement Manager for the South West Trains-Network Rail Alliance, said, “Malachi is a delightful young man, full of fun and excitement and incredibly brave. “We arranged what we hoped would be an exciting day that he will never forget.”

Did you know? megabus.com US had 1400 entries to its most recent #MegaArtist social media competition.

ON STAGE

9

Supporting the Poppy Appeal ... find out more on page 11.

Celebrating customer service excellence

EAST Midlands Trains has launched an exciting new work experience pilot scheme.The ‘Train into Work’ programme was developed in partnership with North Staffordshire Community Rail Partnership (NSCRP) and the Institution of Railway Operators (IRO), with support from Alsager Job Club and the Moorland Learning Disabilities Team at Staffordshire County Council.The initiative aims to aid local regeneration on the North Staffordshire Line (Crewe-Stoke-Derby) by giving long-term unemployed and young people 20 days’ work experience in customer service with East Midlands Trains.

BUS drivers in Merthyr Tydfil had a taste of what life is like for people with sight loss recently as they swapped places with their passengers. Stagecoach in South Wales, VIM (Visual Impairment Merthyr Tydfil) and RNIB Cymru teamed up for a special ‘Swap with Me’ event designed to build understanding between drivers and bus users at the bus depot at Pant Industrial Estate. Drivers wore special ‘sim specs’ simulating different types of eye conditions to experience what it is like to navigate to and on a bus with sight loss.Meanwhile, blind and partially sighted bus users learnt about the challenges of communicating with customers from the driver’s seat.

COMPANIES across Stagecoach Group in the UK helped to drive forward this year’s National Customer Service Week campaign.Bus and rail divisions marked the event with a range of activities aimed at highlighting the importance of continuing to deliver good customer service day in, day out, for passengers.Activities included hosting ‘meet the manager’ events, handing out breakfast giveaway treats and competitions for schools with tours of depots and goody bags as prizes.

Rob Hutchings, Hastings Operations Manager, pictured driving as part of ‘back to the floor’ activities

Staff in South Wales went out and about to talk to customers

Pictured (left to right) are: Geoff Taylor, Andrew Gardner, host Lynne Watts and Shelly Trevis at North East’s Walkergate Depot, where the red carpet was rolled out for staff

West Scotland Managing Director Tom Bridge took a turn in the driving seat

Stagecoach East Scotland passengers enjoyed giveaways at Edinburgh bus station

Stagecoach East Scotland passengers enjoyed giveaways at Edinburgh bus station

Breakfast goodies were handed out by South West Trains staff on the West of England line

Stagecoach East Midlands staff paid a visit to a school in Lincoln

Customers in Manchester were treated to free breakfast items

There were also Twitter competitions and face-to-face meetings with passengers to tell them about the latest news and service updates.“We know that good-quality customer service is crucial to our success. It’s at the heart of everything we do,” said Stagecoach Group Chief Executive Martin Griffiths.“This is not just about celebrating Customer Service Week for one week every year but also about being dedicated to our customers 365 days a year.

Training into work Seeing from a different angle

A Stagecoach driver takes part in the Swap with Me session

“Thanks to a fantastic group of employees across the country we are able to offer a top-quality service to our passengers.“However we can still get better and we are continuing to work hard to deliver even better services for our customers and provide passengers with the best-quality travel experience that they quite rightly expect.”

Stagecoach UK Bus recently signed up to RNIB’s Street Charter, designed to help improve environments for blind and partially sighted people.

ON STAGE

10

New York CheesecakeIngredients � 2 cups graham cracker (or digestive biscuit)

crumbs � 1 stick of butter (113g), melted � 1 cup (200g) sugar � 4 pks (900g) cream cheese, softened � 2 eggs, lightly beaten � 1 tsp vanilla extract � 2 tbs cornstarch (cornflour) � 1 cup (230g) sour cream

Method � Preheat oven to 450F (230C). In a bowl, mix

graham cracker crumbs, butter and 2 tbs of the sugar. Reserve 2 tbs for garnish.

� Press remaining mixture onto bottom of greased 9-inch springform pan. Chill in freezer while preparing filling.

� In mixing bowl, beat cream cheese and remaining sugar until smooth and light.

� Beat in eggs, vanilla and cornstarch until blended. Stir in sour cream.

� Pour mixture into prepared crust and bake for 10 min. Then reduce temperature to 200F (95C) and bake for 45 min.

� Turn off oven and cool for 3 hours with door slightly opened. Sprinkle with reserved crumb mixture and chill.

This recipe was submitted by Coach USA’s Corporate Human Resources Manager Michele Hartigan

Stagecoach has once again been named among Britain’s top 250 Most Admired Companies. Did you know?

FREE hugs and Love Hearts were handed out by Stagecoach Yorkshire in Sheffield city centre to celebrate the launch of a new campaign.The Stagecoach Cares campaign aims to highlight how the Group cares in different ways, from customer satisfaction and reliability to investment in free wifi and environmentally friendly vehicles.John Young, Commercial Director at Stagecoach Yorkshire, said: “Stagecoach Cares is about telling people that everything we do is all about the customer and the people we carry – whether they are using the bus to travel to work, hospital or for leisure.

Sharing the caring

Stagecoach shows it cares with happy hugs

A MAGNIFICENT monument marking the 200th Anniversary of Gurkha service to the Crown has been created in Nuneaton, with support from Stagecoach Midlands.Nuneaton is home to one of the Gurkha regiments and the town has a strong community of Gurkha veterans and their families.Stagecoach Nuneaton employs 12 Gurkha veterans among its 134 drivers, and donated £500 towards the cost of the new monument.

Two centuries of proud service

Pictured at the new Gurkha monument are (from left): Ian Campbell, Nuneaton Operations Manager, Standard Bearer Dharma Rai, Thaman Gurung, Birkha Gurung and Janendra Nembang – all of whom are drivers at Nuneaton

“It’s very important that we, as a transport company, listen to what our customers are telling us and that we can react to feedback in order to provide a better customer service.”

STAGECOACH Midlands has kitted out the Mawsley FC under-11s, who play in the Kettering Weetabix Youth Football 9-a-side League.Fourteen sets of shirts, shorts and socks were provided for the team, and grateful team coach Dominic Lehane said: “This kind of financial support helps the Club to go forward.“It’s good to have a prestigious name such as Stagecoach on the shirts. It makes the boys feel more professional.”

A GROUP of 22 apprentices gathered in Lancaster recently for a special dinner celebrating the completion of their Stagecoach Four-Year Apprentice Programme.Certificates were presented by Robert Andrew, Regional Director South, who also has functional responsibility for training.

ALL West Coachlines’ David Brisbane became the company’s first employee to be nominated and accepted as Driver of the Month for the certification of Sustainable Transportation. David is pictured being awarded the

certificate by Gerry Madsen, Manager of Safety and Training.

The successful apprentices who have completed their course

n  Driver of the month

Presentation dinner

Kids kitted out

Ten of the Mawsley FC under-11s players with their coach Dominic Lehane and Steve Burd, MD of Stagecoach Midlands (back right)

A WORLD’S Biggest Coffee Morning was arranged for all staff at Ardrossan depot in aid of Macmillan Cancer Support.

Coffee on the goEmployee Joanna Paterson organised the Ayrshire event which involved home baking, hot drinks and competitions, and raised around £400 for the charity.

ON STAGE

11

Did you know? South West Trains now has more than 220,000 followers on Twitter.

n  Stations in the spotlightA HOST of East Midlands Trains stations and employees from across Derbyshire, Leicestershire, South Yorkshire, Staffordshire, Cheshire, Nottinghamshire and Lincoln have been recognised in the company’s annual Best Stations Awards.The awards, which are now in their sixth year, celebrate the best of the train operator’s 89 stations under the categories of Best Small Station, Best Medium Station, Best Large Station and Most Improved Station.The awards also include Best Community Partnership, Most Environmentally Friendly Station and Outstanding Personal Contribution to recognise the employees who work hard to deliver the best service for customers. This year, for the first time, there was also an award for the Best Station Event Team.Among the winners were Kidsgrove, Market Harborough, Sheffield, Cromford, Ambergate, Alsager and the Lincoln Christmas Market Team. Two East Midlands Trains employees – Sue Drake from Leicester and Sheffield’s Shaun Leonard – were named as winners in the Outstanding Personal Contribution Award. Kim Sharman from the Interserve Initial Cleaning Team at Nottingham was also awarded in Outstanding Personal Contribution (non-station staff).“These awards are great recognition for our people and the work they are doing to make a real difference for their colleagues, customers and communities,” said Neil Micklethwaite, Customer Experience and Commercial Director for East Midlands Trains.

Lest we forgetEMPLOYEES across Stagecoach Group’s bus and rail companies once again helped support the Royal British Legion’s Poppy Appeal this year.The company helped staff and passengers honour and remember service personnel who lost their lives in the line of duty, with military personnel and veterans carrying out collections at selected stations served by East Midlands Trains and South West Trains.Meanwhile, some 2000 buses across the UK were decorated with a poppy and a donation for each was made to the Royal British Legion.South West Trains placed hundreds of large poppies at 26 stations across the network, while also making a donation to the charity. The company also dedicated all of its stations for charitable collecting by the Royal British Legion, and Stagecoach bus companies across the UK donated a significant amount to the appeal to provide poppies for all drivers who wished to wear them.A remembrance service was held on 11th November at Waterloo station and staff and passengers across bus and rail networks were invited to observe a two-minute silence. In Sheffield, Stagecoach Supertram placed large poppies on 20 trams and offered free travel to past and present Armed Forces personnel travelling across Sheffield on Remembrance Sunday.Stagecoach Group Chief Executive Martin Griffiths said: “Arranging these events at our companies helps us to play a part in remembering those who have been lost in action and allows us to pay tribute for the sacrifices made by servicemen and women around the world.”

Stagecoach East Midlands Managing Director Michelle Hargreaves launches one of the company’s Poppy buses

Nine buses in London were liveried in poppy vinyls in a partnership between Stagecoach, TfL and the Royal British Legion

Stagecoach West contributed towards three Remembrance Day wreaths in Cheltenham and drivers took part in the ceremony

SEVENTEEN employees recently completed Stagecoach’s UK Bus Division Staff Development Programme – a nine-month career development programme designed to help colleagues develop their skills and knowledge. Ten of the most recent group to complete the programme have already been appointed to their first management roles within UK Bus Division and, to date, the programme has helped develop the careers of five current directors along with 84 managers and assistant managers. This year’s successful trainees are pictured receiving congratulations from Robert Andrew, Regional Director South, at a recent presentation event.

n  Trainees take a step up

Stagecoach is keen to track down serving Reservists within the Group. If you are a serving Reservist please contact sian.freestone-walker@stagecoachgroup.com

CASH for Kids charities in Lancashire and Merseyside have been chosen as the local Stagecoach companies’ official charities.The two-year partnership will see

Stagecoach Merseyside and Stagecoach South Lancashire’s drivers and teams get behind Radio City’s Cash for Kids initiative in Merseyside and Rock FM’s Cash for Kids charity in Lancashire.In Merseyside, Stagecoach has unveiled a special bus which features the Radio City Cash for Kids logos and has been dedicated to the charity.“We felt a real affinity with the Cash for Kids vision,” explained Elisabeth Tasker, Managing Director of Stagecoach Merseyside and South Lancashire.“We’re delighted to be partnering such a fantastic charity which has such a positive impact on the lives of the young people around us.”

Cash for kidsGILLIAN Robertson has been appointed Operations Manager for Glenrothes Depot in Fife, Scotland, after completing the Stagecoach graduate scheme.She spent her first year of the graduate scheme in Exeter, Stagecoach South West, followed by a year in Stockport, Stagecoach Manchester.Gillian said: “I’m looking forward to working with a team of committed people in order to continue

delivering quality bus travel and good customer service with the intention of attracting more customers to the network.”

Glenrothes Depot’s new Operations Manager, Gillian Robertson

Gillian’s new role

The Stagecoach and Cash for Kids mascots

ON STAGE

 n Who are you? David Frenz, Operations Director for Scottish Citylink.

 n What do you like most about your job? Working with a great team of people.

 n What do you like least about your job? Sitting in traffic on the M80, even at 7am.

 n Favourite food? Fish supper.

 n Least favourite food? Parsnips.

 n What are you most proud of? Oakbank Primary School Sports Champion, 1997.

 n Favourite holiday destination? Florida.

 n Most embarrassing moment? Waiting to get off a DLR train at the wrong side.

I was stood staring at a closed set of doors while everyone else was getting off the train behind me. It had been a long day.

 n Favourite music? The Jam, Fleetwood Mac, Oasis... anything with a guitar.

 n Person you would most like to have dinner with? Ricky Gervais.

 n First thing you would buy if you won £1 million? Buy a fish supper.

Editor: Lindsay Reid, On Stage, Stagecoach Group, 10 Dunkeld Road, Perth, PH1 5TWEmail: lindsay.reid@stagecoachgroup.com

If you have a story for On Stage, please contact Lindsay Reid as above. The copy deadline for the next edition of On Stage will be Friday 18 December 2015.

David Frenz, Operations Director for Scottish Citylink

‘Getting To Know You’ features in every edition of On Stage and we want to hear from as many staff as possible. To suggest the next participant, email lindsay.reid@stagecoachgroup.com

THE PEOPLE PAGE

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GETTING TO KNOW YOU...

n  Contacts

n  Alan set to stay in touchONE of Stagecoach Yorkshire’s longest-serving employees, Alan Raybould, has retired after nearly five decades of service.Alan has been with Stagecoach Yorkshire ever since the company was known as Yorkshire Traction, and has seen many transitions and changes in his near half-century with the company. He has held a number of positions, including his most recent role as Commercial Officer.“I still meet up with former colleagues from the times of Yorkshire Traction, even now,” said Alan, who is originally from Royston, Barnsley.“The same goes for those I’ve worked with in recent years. We’ll still be going out for a few drinks every now and again, but it’ll just be different. Stagecoach is built on strong, community values and it’s very much like one big family.”Paul Lynch, Managing Director of Stagecoach Yorkshire, said: “Alan is a model professional and has been a great servant to us over the last 48 years. His loyalty, dedication and reliability epitomises what we’re all about. We wish Alan a happy and healthy retirement.”

STAGECOACH West employee Phil Toumine has celebrated 50 years in the job after starting his career as an apprentice mechanic in 1965.Phil later became a Storeperson and spent 19 years in the Cheltenham depot before it closed. He moved to Gloucester for a year before moving back to Cheltenham when Western Travel took over Black and White Motorways. He then chose to stay with the company when it was once again taken over, this time by Stagecoach. In 2002 he was promoted to Store Supervisor. To mark Phil’s 50 years of service, Stagecoach presented him with a clock to signify his long service with the company.Rupert Cox, Managing Director for Stagecoach West, commented: “Phil is a great character to have within the team and we couldn’t miss an opportunity to celebrate his service with us.“He’s been an integral part of the team over the years and it’s always nice to take a moment to let someone know that you appreciate both them and the work that they do.”

Stagecoach West colleagues celebrate Phil’s 50 years of service

BUS drivers, engineers and other Stagecoach East Midlands employees, with more than 1200 years of service between them, were honoured at a special long-service awards evening.Michelle Hargreaves, Stagecoach East Midlands Managing Director, said: “Our staff are a wonderful asset. Throughout the year, and in all weathers, they are there making sure people can get to and from work and travel to the shops, connecting friends and families across so many communities.“The awards were a big thank you to some of those wonderful people.”Meanwhile, East Midlands employee Roger MacDonald has retired after 36 years and 4 months at Grimsby Depot. Roger is looking forward to being able to spend more time with his partner Elaine and his family.

Loyal employees at their special awards dinner

Employee awardsTHREE of Stagecoach West’s bus drivers have taken part in a promotional campaign to encourage more women to consider a career in the bus industry.The ‘Bus Driver = Fabulous’ campaign highlights the benefits and flexibility that Stagecoach offers employees. Drivers Amy, Heidi and Sue did the company proud as models for the campaign.

SUPERTRAM’S Head of Customer Services Claire Ansley has left the business to become General Manager for the York to Newcastle route with Virgin Trains East Coast. Following Claire’s move, Marc Walters has been appointed Head of Customer Services at Supertram. Both are wished well in their new roles.

n  Model drivers

The trio of West drivers who featured on the promotional posters

Phil’s fifty not-out

Supertram shake-up