Valuing our employees

To deliver customer service excellence we need to invest in our employees and recruit, develop and retain the best people in the rail industry. We are totally committed to developing our people to help reach their full potential and we recognise their contribution to the success of our business.

Our management structure

Each train operating company has its own human resources management structure. This is supported by a Human Resource Forum, which includes the human resources directors from each train operating company. The purpose of the Forum is to share best practice and identify strategic areas that should be developed consistently across the business.

Engaging with our employees

Effective communication with our employees is essential in attracting and retaining the right people. The results of our employee opinion surveys have shown the importance of communication in making people feel valued and encouraging commitment. All the train operating companies have been developing ways to improve communication within the business.

A good example is First Capital Connect’s Big Picture programme. A monthly topic is chosen which is then communicated down through the company to employees via structured team briefing sessions. In this way the company is seeking to ensure effective and consistent communication on issues ranging from environment and safety to vision and values.

First TransPennine Express organised a conference to roll out their new vision and values and sent copies of the business plan to all employees. Five hundred managers at First ScotRail also attended a conference to cascade their business plan.

These communication routes are supported by e-mailed briefings, focus groups, team meetings and local briefings. Employee opinion surveys are conducted annually.

Employee opinion surveys

During the past year we appointed specialists Towers Perrin ISR to review our current employee opinion survey techniques and advise on how we could enhance them to meet best practice. A new survey has been developed with input from unions and staff. This allows us to compare annual trends and to benchmark ourselves with the transport industry and UK norms. First ScotRail, First TransPennine Express and First Hull Trains trialled the new survey in 2007. First Capital Connect, First Great Western and GB Rail freight will be introducing the new survey next year.

Opinion survey response rates

• First Scot Rail – 33%
• First TransPennine Express – 58%
• First Hull Trains – 52%
• First Great Western – 31%
• First Capital Connect – 38%

Due to changes in the survey format we are not able to present direct comparisons on a scored basis year-on-year. Summarising the findings is complex due to the differences in survey approach and between responses within the various operating companies. However, a number of key themes are clear.

In general, rail division employees feel they are fairly rewarded, they have pride in their company and in First and feel their company has clear visions and values.

Nevertheless, it is also evident that more needs to be done to build employee engagement. As part of this process we need to build the competence of our managers to engage effectively with employees, listen to concerns and demonstrate adherence to values. Most employees had a low expectation of follow-up from the survey.

The survey results have provided comprehensive information to the train operating companies. Action plans have been developed to implement recommendations from the survey and address issues of key concern. Follow-through and timely communication of the survey outcomes has been identified as critical in order to stimulate higher response rates next year and to improve the employee engagement scores.

Sub Navigation