Inside Singapore’s New Sengkang West Bus Depot, SITCE Visit,
November 2024

Singapore’s public transport landscape continues to evolve with the recent unveiling of the Sengkang West Bus Depot. This state-of-the-art facility, operated by SBS Transit, showcases the city-state’s commitment to efficient and sustainable public transportation.
Impressive Infrastructure
The Sengkang West Bus Depot is a marvel of modern design and functionality:
- Sprawling across 6.14 hectares
- Five floors of operational space
- Capacity for 623 buses
- 20 car parking spaces
- 305 motorcycle spaces
- 90 bicycle spaces
This layout reflects Singapore’s emphasis on sustainable commuting, with ample provisions for two-wheelers – a popular choice among bus captains.
Staff Accommodation
This consists of:
- 39 apartments
- 350 beds in total
- 3-bedroom units, typically housing two bus captains per room
The company offers these accommodations to staff free of charge, with residents only responsible for utility costs. Each apartment comes equipped with both air conditioning and fans, giving occupants a choice based on their budget and comfort preferences.
Amenities and Recreation
While the depot boasts two recreation rooms, they are currently unoccupied. Plans are underway to introduce a minimart, although an operator has yet to be confirmed. Interestingly, unlike some other facilities, a gym seems to be absent from the current amenities list.
Sustainability Features
The Sengkang West Bus Depot incorporates eco-friendly elements:
- A green roof for improved insulation and aesthetics
- Solar panels to power lighting and other electrical needs
However, it’s worth noting that the solar installation is not currently intended for electric vehicle charging.
Pandemic Preparedness
In response to recent global health challenges, the depot features automatic opening doors at the entrance. This touch-free design aims to reduce surface contact and enhance hygiene. However, it’s important to note that internal doors still utilise traditional handles.
Looking Ahead
As Singapore continues to invest in its public transport infrastructure, facilities like the Sengkang West Bus Depot play a crucial role in supporting the city’s growing needs. With its blend of operational efficiency, staff welfare considerations, and sustainability features, this depot serves as a model for future developments in urban transportation hubs.
The introduction of this new depot underscores Singapore’s ongoing commitment to enhancing its public bus network, ensuring that it remains one of the most efficient and forward-thinking systems in the world.
Supporting Gts in Their Successful Bid for the Elizabeth Line,
November 2024

Delighted to have worked as Social Value Workstream lead for GTS (Go-Ahead, Sumitomo and Tokyo Metro)s winning bid. It is always a lovely feeling to have worked on a successful bid for such a transformational railway!
Please see below for more details as announced by TfL: https://tfl.gov.uk/info-for/media/press-releases/2024/november/gts-rail-operations-limited-announced-as-new-operator-for-the-elizabeth-line
Transport for London (TfL) announced its decision to award the operation of the Elizabeth line to GTS Rail Operations Limited, a joint venture between Go-Ahead Group, Tokyo Metro, and Sumitomo Corporation. The seven-year contract, with an option for a two-year extension, will commence in May 2025.
A New Era for the Elizabeth Line
The Elizabeth line, a transformative addition to London’s transport network, has already proven its popularity, carrying over 700,000 passengers daily. This new partnership with GTS Rail Operations aims to further enhance the line’s success by:
Leveraging Global Expertise: Combining the best practices of Tokyo and London’s rail operations to optimize service delivery.
Prioritizing Safety: Maintaining a relentless focus on the safety of both passengers and staff.
Strengthening Industry Collaboration: Fostering strong partnerships with Network Rail to deliver exceptional performance and customer satisfaction.
Investing in Technology and People: Implementing innovative technologies and investing in staff training to improve operational efficiency and customer experience.
Expanding Service Offerings: Introducing 10 new Class 345 trains to accommodate increased passenger demand and future growth.
Preparing for Future Expansion: Collaborating with TfL, Network Rail, and HS2 to integrate the Elizabeth line with the new Old Oak Common station.
Supporting Community Development: Committing to delivering over 500 apprenticeships and providing grants to local community groups.
A Bright Future for London’s Transport
Claire Mann, TfL’s Chief Operating Officer, expressed her enthusiasm for the new partnership, stating, “The Elizabeth line has revolutionized London’s transport landscape. We’re excited to work with GTS Rail Operations to build on this success and continue to provide a world-class service.”
Miguel Parras, Group CEO of Go-Ahead Group, echoed this sentiment, emphasizing the company’s commitment to delivering safe, reliable, and sustainable public transport.
As GTS Rail Operations prepares to take the reins, the future of the Elizabeth line looks promising. With a focus on innovation, customer satisfaction, and community engagement, the line is poised to continue its journey as one of the world’s leading railway systems.
Speaking at Singapore International Transport Congress Exhibition, November 2024
I'm thrilled to be speaking about sustainable procurement of electric buses at the upcoming LTA-UITP Singapore International Transport Congress & Exhibition (SITCE) 2024! 🌏
Event Details:
Date: 6 – 8 November 2024
Venue: Suntec Singapore Convention & Exhibition Centre

Join me and other transport experts as we explore the future of urban mobility. We'll discuss innovative solutions to make transport networks more efficient, sustainable, and inclusive, with a focus on electric buses and sustainable procurement practices. My presentation will cover key topics including:
- Lifecycle cost analysis in electric bus procurement
- Social value considerations in tender evaluations
- Overcoming infrastructure challenges for electric buses
SITCE 2024 is a must-attend event for anyone in the transport sector. It's a unique opportunity to engage with industry leaders, policymakers, and innovators who are shaping the future of sustainable urban transport.Together, we'll tackle pressing challenges like climate change and urban congestion, exploring how electric buses and sustainable procurement can play a crucial role in creating more liveable cities.
Don't miss this chance to be part of the conversation and contribute to sustainable transport solutions. Register now at the SITCE website: SITCE Registration
I'm looking forward to seeing you there and exchanging ideas on creating greener, more efficient urban transport systems!
3 Transport Takeways from Northstar Harbour, Dubai 2024

My top takeways from ExpandNorthStar in Dubai which attracted over 1800 startups, 1200 investors from > 100 countries, the largest conference to date.
♻️Sustainability – Interesting to see MaHawa (air to water generation technology for arid regions). MaHawa provided water fountains across the Dubai Harbour venue as well as a showcase car.
♻️Novocycle Technologies lithium-ion battery recycling solution for all forms of batteries including #electricbuses.
🤖 hashtag#logistics Speedy food delivery courtesy Alpha Asimov Robotics, a Vietnamese start up delivering food. Please note, the video is 8 x normal speed!
🖼️ I also liked the #artwork from #3ARTH #ArtsKoreaLab which analysed one’s emotions from a palm print and an hashtag#AI analysis using a mirror image. I was apparently pensive!😉
Demystifying Social Value, EuroBus Expo November 2024

I am looking forward to speaking on “Demystifying Social Value” at #EuroBusExpo 🚌 🚍 in hashtag#Birmingham in November 2024. Come along to find out what
what social value is
what it isn’t
how to easily develop a social value strategy and initiatives.
For more details on EuroBusExpo please see here 👉 https://eurobusxpo.com/masterclass-theatre/
If you would like some extra reading, an interview with me is here: https://eurobusxpo.com/demystifying-social-value-in-the-coach-and-bus-industry-a-qa-with-rachel-hughes/.
EuroBus Expo Interview
As the coach and bus industry evolves, topics like sustainability and social value are becoming key considerations for operators aiming to win new government tenders. At this year’s Euro Bus Expo, Rachel Hughes, Director of Surbon Consulting, will present her insights in the session “Demystifying Social Value” on Thursday, 14 November, 2.15 – 2.25pm in the Masterclass Theatre.
What is Social Value, and why does it matter?
Social Value is a term that captures the additional economic, social, and environmental benefits that can be achieved through government spending.
For operators, this is becoming increasingly relevant, as UK central government contracts now include social value as a minimum of 10% of the tender weighting, in place since 2020. Devolved and local authorities, such as Transport for Greater Manchester, are also integrating social value into bus tenders.
Rachel Hughes’ session will demystify social value by explaining what it is, how it can be measured, and what ‘good’ looks like in practice. Through case studies, she will provide actionable insights for operators who want to leverage social value in future government tenders and communications.
Ahead of her presentation, we caught up with Rachel to explore her work, her thoughts on social value, and the advice she has for coach and bus operators navigating the changing landscape.
Introducing Rachel Hughes: Expert in Social Value
Rachel founded Surbon Consulting in 2013 and has worked extensively in the UK and Middle East, supporting the public transport industry with business development and sustainability services. She has designed and implemented social value plans for major operators including Stagecoach and Go-Ahead, most recently completing work in Manchester.
With a BA (Hons) in Geography from the University of Oxford and a master’s in Carbon Management from the University of Edinburgh, Rachel is also a Fellow of the Chartered Institute of Transport and Logistics.
Can you tell us more about your business and what it does?
Rachel: “Since 2013, I have provided business development and sustainability advice to the transport sector across the UK and the Middle East. My projects range from supporting social value initiatives for large-scale bids, such as the Elizabeth Line and Manchester bus franchising, to business development support for a transport start-up in Dubai.”
What are the most rewarding and challenging aspects of your job?
Rachel: “The most rewarding and challenging part is supporting my clients to win new work.
My dad always said, ‘Persistence is omnipotence,’ and that advice has stuck with me throughout my career. It’s something I would pass on to others in the industry – staying persistent is crucial for success, especially in such a competitive environment.”
What’s your key takeaway of the year (so far)?
Rachel: “The world feels more volatile, uncertain, complex, and ambiguous. However, there are always opportunities. For example, we’ve seen an increase in government funding for electric buses, e.g. since 2020, UK government have spent £3.5 billion which is a significant step forward.”
What can visitors expect to learn from your session?
Rachel: “During my session, I will cover what social value is and how it’s measured. Visitors will discover that they might already be doing a lot of social value work within their operations -whether through apprenticeships or charitable giving. I’ll also show how they can use this knowledge in future government tenders and in broader communications, which is crucial as social value is becoming a requirement in contracts.”
What advice would you give coach and bus operators to stay competitive and future-proof their businesses in today’s market?
Rachel: “The industry has undergone a lot of change, as has the wider business and political environment in the past five years. My advice is to embrace change and communicate the need for it clearly to staff, customers and the supply chain. To future-proof their businesses, operators should be prepared to be agile and flexible, taking advantage of changes where possible – whether that’s adapting to new regulations like social value or evolving business models such as franchising, involving the staff as agents of change, where possible.”
What are the biggest challenges and opportunities facing the coach and bus industry today?
Rachel: “One of the biggest challenges is balancing ambitious decarbonisation targets against available funding. Operators need to be proactive and organised while exploring alternative routes and options to achieve these goals.”
“At the same time, there are significant opportunities in continuing to encourage people to travel by bus and coach through market-led services. The more we can demonstrate the value of public transport over private car usage, the better we can position the industry for future growth.”
Discover How Social Value Can Benefit Your Operations at Euro Bus Expo
Rachel’s session on social value will provide practical insights that can directly benefit coach and bus operations, especially as the industry increasingly integrates sustainability into its business models. But that’s just one part of what Euro Bus Expo has to offer.
With a diverse range of exhibitors showcasing the latest in vehicle technology, digital solutions, and operational tools, the event is designed to help operators discover new ways to improve efficiency, reduce costs, and stay competitive. Attendees will also have the chance to network with peers, gain insight into current regulatory changes, and explore the future of decarbonisation, accessibility, and innovation in the transport sector.
Says Rachel: “Euro Bus Expo brings together a wide range of insightful exhibitors and speakers in an easily accessible location, making it the perfect event for operators who want to stay ahead of the curve and learn about the latest trends in the industry.”
Don’t miss the chance to hear from Rachel and other industry experts at Euro Bus Expo. Register for free today and join us for three days of thought-provoking discussions, cutting-edge products, and valuable networking opportunities.
Guernsey Bus Contract Award, September 2024
It was great to have helped Stagecoach with social value in their winning bid for Guernsey's bus network for the 5-year contract with a 2-year extension option. The new contract starts from April 2025, taking over from CT Plus with Stagecoach operating the contract of 20 core routes and 24 school routes and 1.5 million passenger journeys annually through its Stagecoach South West branch.
Stagecoach are retaining the existing 73 CT Plus staff and keeping the "buses.gg" branding and bus appearance with the new contract starting from 1st April 2025.
From my visit to the island earlier this year, there is already quite a strong community ethos in place along with ambitious net zero goals. Key items of note being this puffin bus stop and while not bus related the blue postbox with knitted cover was also striking.


Copenpay, Copenhagen, August 2024
On a recent visit to Denmark, I was impressed to see a month long pilot Copenpay programme in Copenhagen which rewards residents and visitors for climate friendly action e.g. taking public transport.
Residents and visitors can earn free experiences by showing proof of green actions such as public transport with some examples below:
✅ Arrive by bike or public transport and get 20 mins of extra skiing time for free at CopenHill, Denmark’s waste to energy plant with a ski slope.

Copenhill an extra 20 minutes skiing if you walk or take public transport to the venue
✅ Kayak for free by collecting waste while on the water and share the experience on social media using #Copenpay and #GreenKayak.
✅ Arrive on hashtag#foot or by hashtag#bike and get rewarded with a free glass of rosé and rental of pétanque balls at Skurets Vinsalg restaurant
✅ Bring plastic waste to the National Gallery of Denmark and upcycle at a workshop
Participants show proof, such as train tickets or photos of themselves biking or participating in cleanup efforts to claim the rewards.
Results
Visit Denmark expects to publish results later this year, so it'll be interesting to see the results. My only reservation regarding a wider roll-out is that CopenPay is built on trust and the Danish society is the most trusting in the world, according to PEWResearch. Other cities, which are less trusting, may require some modifications!
Team Mad Swimming From Jersey to France in 7.5 Hours and Raising Over £12,000 for Maggie's Centre, Glasgow, July 2024
On Saturday 24th July my mum and I (Team MAD standing for Mother and Daughter) completed the swim from Jersey to France to raise over £12,000 for Maggie’s Centre, Glasgow in a time of 7.5 hours!
How long is Jersey to France swim?
A 14-mile journey across the English Channel. We started from La Coupe point, a small sandy beach behind St Catherine’s breakwater and finished at Saint-Germain-sur-Ay Plage on the Normandy coast. The famous Jersey tide added an extra 6 miles so 20 miles in total!
Photos below shows me swimming at sunrise, Normandy beaches spotted from our pilot boat (Lionheart) and us both swimming to the finish.

How did we swim this?
My mum and I tackled this as a 2-person relay, taking turns swimming for one hour each. We sported the classic swimsuit, hat, and goggles combo. The water temperature was 18 C and wile the day before we spotted dolphins we only saw jellyfish on the day, the majority of which we managed to avoid thankfully!

What is the work of Maggie’s Centre?
Maggie's Centre Glasgow offers free practical and emotional support to people affected by cancer. Based in welcoming environments, they provide a range of services including counselling, benefits advice, and support groups. Maggie's aims to help people understand and manage their cancer, improve their quality of life, and live as well as is possible with this sadly prevalent disease.
If you would still like to donate, please feel free to do so. Thank you in advance for your support! https://www.justgiving.com/page/jerseytofranceswim.
Throwback to Speaking to Uitp Mena in July 2024

A throwback post and photos from last month’s UITP MENA’s conference in Salalah which I really enjoyed moderating. Key take aways from me below.
Conference
1.Decarbonisation is not just electrification and the need for public transport ownership at strategic, tactical and operational level were discussed as part of the speech by Mohamed Mezghani

2.Given all the discussion around artificial intelligence, I enjoyed seeing real world examples from the UITP working group applied in the public transport led by Jaspal Singh

3. The waste reduction triangle with real world examples by Beah was helpful to see.

Post Conference
1. Post conference tour by electricbus naturally, allowed us to see the beach, frankincense market and enjoy milk bananas and coconuts. Thanks Samir Fadda for the selfie!

2.Having never experienced monsoon weather before, I was struck by how grey the weather was and how green the ground was. If it wasn’t for the temperature being 28C, I could have been back in Glasgow 😉. Salalah was teeming with wildlife and I spotted flamingos and fish. Best to avoid standing on the latter!

3. Due to my complete inability to pack light, I wasn’t able to take my trophy for moderating via Fly Dubai. So a huge thank you to Sultan Al Hadhrami who organised for the trophy to travel from Muscat to Sharjah via Mwasalat Oman service. Very much appreciated!
UITP MENA Conference, Salalah Oman, July 2024
I am really looking forward to moderating the session on Advancing Public Transport Infrastructure and Integration at UITP MENA conference held in Salalah, Oman on 16th July. There is a broad range of speakers so it should be an interesting conference with a focus on the Middle East's regional transport opportunities and challenges.
- Moderator: Rachel Hughes
- Speakers:
- Abdulmajeed Altassan, Land Transport Deputy, Transport General Authority, Riyadh, KSA
- Eng. Sami Al Jallaf, Executive Director, Public Transport and Licensing Corporation, Ajman Transport Authority
- Salim Refas, Western Province Customer Director, Alstom, Riyadh, KSA
- Ibrahim Al Waili, Executive Director, Oman National Spatial Strategy – Ministry of Housing and Urban Planning
Construct Africa's Webinar, Online, June 2024
Recently, I had the opportunity to participate in Construct Africa's webinar on the continent's booming railway industry. The session provided valuable insights from industry experts on a range of topics, including significant infrastructure projects and the need to develop African solutions and harness the power of a young and dynamic workforce and the importance of collaboration. Easy to say not as easy to develop but hopefully new projects such the following will help show the potential of rail in Africa.
Trans-Kalahari Railway: This 1,500 km railway will connect Botswana, Namibia, and South Africa. Scheduled to begin operation in 2025, it will transport significant cargo like coal and copper, boosting trade within the region.
Ethiopia-Sudan Railway: This 1,522 km project will link the capitals of Ethiopia and Sudan, extending to a port city on the Red Sea. It aims to reduce Ethiopia's reliance on other ports and strengthen economic ties between the two nations.
Co-moderating UITP ANZ Webinar "ZEB in ANZ: Learning Global to Act Local"
I really enjoyed co moderating the UITP ANZ webinar "ZEB in ANZ: Learning Global to Act Local" on 17th April 2024. The webinar was a worldwide tour all without leaving your desk, so it was an excellent use of time! Check out the slides available on UITP's website. UITP MyLibrary - Recording of the ANZ webinar on ZEB, April 2024
Speakers included
ANZ Case Study - Derek Koper with Calum Haslop (Kinectic)
South America Case Study - Ignacio Alejandro Abud Novoa
European Case Study - Josep E. Garcia Alemany and Álvaro Rodríguez López de Guereña
Asia Case Study - Alok Jain
For me, the tour emphasised three things:
1 Decarbonisation across the world due to influx of government funding.
2 The different delivery models with need to engage with stakeholders from energy providers to customers.
3 Useful approximations - It's always helpful know rules of thumbs e.g 10% more space is needed from diesel to electric depots.
CILT- Visit to MTR Crossrail Romford Control Centre, London, 2023
Delighted to see my article published in Chartered Institute of Logistics and Transport in March 2024 following on from the control visit in November 2023. Please see below for the article for reference.
On Friday 17th November, the Rail Study Forum organised a fascinating visit to the Elizabeth Line Route Control centre at Romford Rail Operating Centre (ROC). This is a £32 million Network Rail Operation and Training Facility opened in 2015 which controls the eastern section of Elizabeth Line and the Anglia rail network.
Attendees met at Ilford station concourse on crisp and sunny November morning and walked the short 5 minutes to Romford ROC where Network Rail and Elizabeth Line are co located. Due to the popularity of the visit, the event was oversubscribed. Therefore, once signed in, the CILT group of 22 was split into 3 groups to visit the Elizabeth Line control room while the Customer Manager answered questions from the other attendees in the atrium. All attendees got the chance to ask questions about railway operations, fleet operations, crew shift controllers and customer information functions providing a complete overview of every aspect of the line’s minute by minute performance with lots of questions asked.
As the most recent large-scale railway in the UK and flagship scheme connecting London from east to west, the Elizabeth Line interacts with no less than 11 TOCs from 3 different signalling locations (Romford, Liverpool Street and Didcot) while maintaining headway of up to 24 trains per hour through Central London. The MTR Crossrail stakeholder manager explained that the level of stakeholder management is significant which can be a challenge during disruption. The phrase used often during the visit was “a railway like no other” given the complexity and intricacies of integrating into a number of different signalling systems.
The fully branded Elizabeth Line control room is on the second floor of Romford ROC with support teams from Rail for London (RfL) and Alstom (train supplier) in the room, while Network Rail control is on the first floor. The control room is dominated by a large screen showing the entire route of Elizabeth Line allowing tracking of trains in real time and to identify issues at a glance. Apparently this is the most common picture taken by visitors to the control room and I have to admit I did follow the trend with taking the photograph.
The CCTV is extensive and of high quality linking into the control. So much so that when the royals have been travelling on the Elizabeth Line, most recently with Prince and Princess of Wales during the coronation celebrations, it was possible to track the progress of the Royals from West Acton entrance to their exit at Tottenham Court Road.
Thanks to CILT Railway Study forum, MTR Crossrail and Network Rail for organising such an informative visit.

Supporting Stagecoach in Manchester Tranche 3 Bus Bids, March 2024
Interesting results from Tranche 3 Manchester bus franchises which were announced on 28th March ahead of the May mayoral elections. Metroline, a new entrant to Manchester and a subsidiary of ComfortDelGro, winning 4 of 5 depots on offer. Surbon Consulting is delighted to have helped support Stagecoach on environmental and social value sections to retain Stockport bus depot in Tranche 3.
Bus landscape post franchising
After 3 rounds of franchising, the landscape as regards large franchises is outlined below. TfGM let contracts on a depot basis with an assigned number of routes. TFGM ran three tranches of procurement, the first of which kicked off in May 2022 and concluded in November 2023 with updates provided via GMCA
Current operators
Tranche 1 - Go-Ahead - 2 depots, Wigan and Bolton with contract start date of September 2023
Tranche 2 and 3 - Stagecoach - 4 depots Queen's Road, Middleton, Oldham with a contract start date March 2023. Stockport depot has a contract start of January 2025.
Tranche 3 - Metroline -4 depots, Hyde Road, Wythenshawe, Tameside, Sharston with a contract start date of January 2025.
With TfGM taking charge of revenue and branding as the Bee network, it will be interesting to see how patronage and customer satisfaction evolve in a franchised world. There are very high expectations!
UITP MENA, Dubai 2024
I'm looking forward to moderating at UITP MENA (2024) from 28th February to 1st March. The conference is on the theme of "Shaping Sustainable Mobility Futures: UITP MENA 2024 conference. It is held at an interesting time since the MENA region is at a crossroads, facing rapid urbanisation and the need for greener transportation solutions, held in Dubai from 28th February to 1st March.
UTIP MENA gathers industry leaders, policymakers, and experts to discuss critical topics like electric buses, hydrogen mobility, and digitalization with a keynote speaker from Professor Carlo Ratti. Beyond technology, the conference discusses policy frameworks and best practices for promoting sustainable public transport. Participants explore strategies for financing, infrastructure development, and integrating public transport seamlessly into urban planning.
Collaboration is at the heart of UITP MENA 2024, fostering connections and knowledge exchange between stakeholders. By sharing experiences and best practices, the event aims to accelerate the region's transition towards a more sustainable and integrated transport network.
Stockholm, November 2023
Stockholm Impresses with Sustainable Transportation Efforts
On a recent trip to Stockholm, I was thoroughly impressed by the city's commitment to sustainable transportation. From the moment I arrived at Arlanda Airport, I was struck by the precision and clarity of the customer information screens for the Arlanda Express train. This made it incredibly easy to navigate my way to the city centre.

Prioritising Cycling for All Weather Conditions
Stockholm's dedication to cycling is evident in the extensive network of bike lanes that are ubiquitous across the city. These lanes are well-maintained and cleared of snow and ice even before the roads, making cycling a viable option for commuting and leisure activities, regardless of the weather.

Encouraging Walking with Well-Signposted and Lit Routes
Walking is also actively promoted in Stockholm. Pedestrian routes are well-signposted and lit, making it easy and safe to get around on foot taking inspiration from I particularly enjoyed the festive lights that adorned the underpass.

The Google Translate app proved to be an invaluable tool during my visit, seamlessly translating Swedish signage into English. This enabled me to navigate the city with confidence and fully immerse myself in the local culture.
Overall, Stockholm stands out as a shining example of a city prioritising sustainable transportation options. Its commitment to cycling, walking, and public transportation is very impressive!
Celebrating 10 Years of Surbon Consulting
It was fantastic to celebrate a decade of Surbon Consulting at an event in London last week for selected clients and colleagues. Thank you to everyone who came along to enjoy drinks, canapés and wine tasting from a sommelier. Here's to the next ten years!

Supporting UITP Training in UAE and UK, Autumn 2023
It has been a pleasure to support UITP with their training across Middle East and UK. This training has helped public transport authorities, operators, and other stakeholders make informed decisions about electric bus procurement, financing, and operations.
UITP Electric Bus Training in the Middle East
UITP has been actively delivering training on electric buses in the Middle East over the past few months. In September and October 2023, UITP conducted diploma training in electric buses in Dubai to Roads and Transport Authority (RTA). The training covers topics such as procuring electric buses and life cycle analysis. This was a valuable opportunity to share expertise and lessons learned in this fast-moving sector.

Funding and Financing of Public Transport
UITP also recently hosted a Funding and Financing of Public Transport event in London in November 2023. This event focused on funding and financing public transport covering areas such as government grants and green bonds. The training provided participants with insights into the latest funding and financing options for sustainable public transport projects.
Supporting Stagecoach Manchester Tranche 2 bid, August 2023
Delighted to have helped Stagecoach win Tranche 2 bus contracts from Transport for Greater Manchester (TfGM). The Tranche 2 contracts, which will begin on 24 March 2024 and run for a period of five years with a option to extend for 2 years. The Tranche 2 contracts will see Stagecoach Manchester operate 87 routes, served by a fleet of 349 buses. The routes will cover the north-east of Greater Manchester, including Middleton, Queens Road, and Oldham depots.
TfGM is committed to the Bee Network plan and delivering an integrated transport system for the people of Greater Manchester. This includes providing more frequent and reliable bus services, as well as making it easier for people to transfer between buses and other modes of transport, such as trams and trains.
UITP Conference, Barcelona June 2023
I had a fantastic time at UITP 2023 conference, after a 4 year hiatus due to COVID-19 pandemic. Held in the lovely city of Barcelona under the theme of Bright Lights of the City, it was 4 days of intense discussions surrounding the future of public transport. I learnt a huge amount and enjoyed seeing among many things, the juxtaposition between old and new with Catalan music and RTA robots, see below.

A couple of other photos I think showcase Barcelona's bright light theme.
- Beach 🏝️
- Triangular electric bus 🚌 depot tour with all the electricity being provided by the subway underneath the depot.
- Opening ceremony with among other things an update on #RTA’s progress on modal share.
The finale was an event at Montjuic Castle with the sunset echoing the theme Bright Lights of the City. Roll on Hamburg 2025!
Transit Orientated Development (TOD) - UITP/LTA training, April 2023
It was great to have delivered a talk on transit orientated development virtually in Singapore to a mix of attendees hosted by UITP and Land Transport Agency in Singapore. I covered case studies in UK and Middle East with a brief summary of "good" transit orientated development case studies below.

UK examples
1. Kings Cross - A very successful example spanning decades of work. Take a look at this link for before and after photos, which are nothing if not striking: https://londonist.com/london/history/street-view-before-and-after-king-s-cross
2. Birmingham New Street: Again a redevelopment of a major rail station which was showcased during last year's Commonwealth Games in 2022. Having personally visited the station before and after redevelopment, the transformation is indeed remarkable and a good UK example that is not London.
3. Northstowe - The largest new town being built in the UK is not without its controversy! However, with a planned 10,000 homes, with an anticipated population of 24,400 by 2040, transport is at the heart of this new town.
MENA Region
Within the MENA region, transit orientated development is not as far as advanced as Europe and Middle East (https://www.arabianbusiness.com/industries/construction/transit-oriented-development-12663) s o currently there are not so many case studies. However, there are significant plans to improve, see Qatar National Masterplan (https://www.mme.gov.qa/QatarMasterPlan/Default.aspx) and the phalanx of projects in both Saudi Arabia and UAE, I suspect there will be a lot more case studies in the near future.
How to incorporate TOD into a development
The Institute for Transportation and Development Policy has developed a set of principles outlined here: https://tod.itdp.org/. It's a very useful checklist to ensure TOD is covered and easier to explain to non transport colleagues.
Presenting at UITP Public Transport Fundamentals Course, Feb 2023
As a member of UITP for over 8 years, it's great to be able to give back and present a session on funding and financing of public transport last week. With over 30 participants across the globe ranging from Nepal to Portugal, it was a lively and interactive session covering the challenges such as driver shortage to opportunities e.g. branding and naming rights at stations.

About UITP
UITP's commitment to public transport extends beyond policy and practice. The organization works to engage with local communities, helping them to understand the importance of public transport and to become involved in shaping its future across the globe. UITP also provides resources and training to help operators, decision makers, and other stakeholders to develop and manage public transport systems in their own communities. Check out uitp.org for more details.
Speaking at Clean Buses in MENA, Feb 2023
I really enjoyed speaking at the Clean Buses in MENA conference in Dubai on 7th and 8th February 2023 which was organised by Global Mass Transit. It was an insightful conference with a variety of views on the future of clean buses. For me there were 3 key takeaways.
- Net Zero targets were mentioned frequently but the road map to achieving net zero is still a work in progress. Clean buses can be battery electric, fuel cell or another technology but there is no model of what the correct answer looks like. For me I think battery electric is the technology with the most momentum and Shenzen Bus have shared some very useful lessons on their journey.
- Weather conditions play a large part in efficiency which can be a challenge for countries in the Middle East and there was an impassioned debate from both manufacturers and operators as to the correct answer.
- It was refreshing to hear contributions from Ethiopia and Delhi Metro, granted the latter is not a bus company. Addis Abba outlined the importance of support from a political level to increase bus use to grow the economy but safety is a key concern. While Delhi Metro became the first metro in the world to be certified to provide carbon credits by United Nations Framework Convention on Climate Change (UNFCC) allowing them to raise money to cover costs of operating. Interesting given the public sector challenges post COVID-19 and changes in ridership patterns.
My slides on optimising procurement for electric buses can be found in the downloads section and thanks again to Global Mass Transit for the conference.

Speaking on Electric Buses in Dubai, February 2023
Very much looking forward to speaking on electric bus procurement in Dubai in February 2023 at Shangri La Hotel, Dubai.

More information and registration here: https://web.cvent.com/event/626b546e-46ca-4021-b8b6-7f5c5b122596/summary. Hope to see you there!
Updated Social Value Playbook, November 2022
Having worked on over 10 projects with social value requirements from 2012 onwards I thought after 10 years it would be good idea to briefly summarise social value in a simple playbook (please see downloads section).
Social value as a topic is a one which is undergoing a lot of work and refinement and will continue to do so, much like carbon reporting so it will be interesting to see what the next 10 years will bring.
Speaking on Electric Buses at SITCE, Singapore November 2022
I am very much looking forward to speaking at SITCE (LTA-UITP Singapore International Transport Congress and Exhibition) on procurement of electric buses. It looks to be an interesting hybrid event held both in Singapore and online post COVID.
Check out the details below to register and find out about the topics under discussion.

UITP MENA
Presented on electric bus procurement at UITP MENA 2022 covering "The Good, The Bad and The Ugly" of electric bus procurement.
Delivering Contract Management Training to TGA on behalf of UITP, KSA, September 2022
It was great to be asked to lead contract management training on behalf of UITP to deliver to the Transport General Authority in Riyadh. The sessions held over 3 days between 25th to 27th September covered fundamentals of tendering and contract management, looking at a range of public transport contracts across the globe to support the growth of public transport in the Kingdom.
Saudi National Day
Saudi National Day was Friday 23rd September 2022, marking 92 years of the kingdom by King Abdulaziz al-Saud in 1932 so it was fascinating to see the signs and celebrations in and around Riyadh including the mall signs.

Her Majesty Queen Elizabeth II
Deeply saddened to hear the passing of Her Majesty The Queen. For over 70 years she dedicated her life to service for her country and the Commonwealth and had a positive influence across the world, the likes of which will be unlikely to be seen again.
Rest in peace your Majesty
God save the King
Raising Over £5,000 for Charity by Swimming Round Jersey, Summer 2022
I was delighted to be part of the recent Jersey relay team (Team MAD (Rachel Hughes and Trisha Harvey)along with guest star (Gary Potter) to have completed the relay swim round Jersey with each of us swimming 1 hour slots.
Jersey is the largest of the Channel Islands with a circumference of 42 miles has the third-largest tidal range in the world. On a spring tide, the difference between low and high tide can be almost 12 m, which compares to only 2-5m experienced by English coasts. This means that at certain point each month during the summer, it is possible to swim round the island in an anti-clockwise direction. The swim starts and finishes from St Catherine’s breakwater, St Helier (capital of Jersey) and is a favourite spot for swimmers. Swim slots are available between June and September with a water temperature of 18 C.
We had a stunning day for the swim (29th July 2022) raising more than £5,000 for Maggie’s Centre Glasgow and completed the swim in 10 hours 42 minutes.

Figure 1: Sunrise at St Helier at the start of the swim
Supporting Stagecoach on Sale of Coach Platforms to Scottish Citylink, Aug 2022
Really enjoyed supporting Stagecoach through offering programme management services on the sale of the following platforms to Scottish Citylink (Stagecoach/ComfortDelGro joint venture:
- The megabus.com retail platform and customer-service business, which sells and markets inter-city coach services in England and Wales
- Falcon South-West, which retails tickets for the coach route between Plymouth and Bristol Airport.
As a result of the sale, Stagecoach’s share of the Citylink joint venture will increase from 35 per cent to 37.5 per cent. More information can be found here: https://www.stagecoachgroup.com/media/news-releases/2022/2022-07-29.aspx
Delivering Training on Behalf of UITP in Riyadh, June 2022
It was great to visit Riyadh and deliver integrated land use and planning training on behalf of UITP to the Transport General Authority (TGA) last month. It was my second visit to Riyadh so enjoyed being able to see of the city this time than my previous 24 hour visit in April. I had the opportunity to check out the Boulevard City, a new entertainment complex of shops, restaurants and live music as well as the coach station and new Riyadh Bus Rapid Transit (BRT) service. I fully admit the latter is not necessarily on the tourist map but I do enjoy checking out public transport on my travels!



UITP
Provided training on contract management and land use to Transport General Authority in Riyadh on behalf of UITP covering; contract management, revenue management and land use management.
CILT Event - Community Rail Lancashire, Accrington, May 2022
Thanks to CILT (UK) and CMAC Group for the recent community rail event at Accrington and Blackburn. We learnt about the good work of Community Rail Lancashire, involving local schoolchildren and artists to brighten up Blackburn station and Accrington station. Artwork really does help to make an environment far more welcoming. A further example of welcoming


You also can't beat a cupcake to start a meeting too! Thanks to CMAC Group for the sponsoring the event and giving the attendees a cupcake, notebook and pen.
For more information on Community Rail Lancashire please see https://communityraillancashire.co.uk/ and for wider benefits of community rail within UK please see https://communityrail.org.uk/community-rail/
Young Rail Professionals, Manchester, April 2022
It was great to have been invited to Young Rail Professionals dinner as a guest of Chartered Institute of Logistics and Transport (CILT) table in Manchester last Thursday. It was the first time that this event has been held since before COVID-19. There were therefore 3 years of celebrations to condense into one night and a palpable sense of 2019 energy in the room from the 500 attendees!

The event had a keynote from the CEO of HS2 who outlined his career journey which was helpful to understand the different and varied career paths available in the transport industry.

I loved this way of representing career and think it's a very succinct way of displaying a varied and versatile career.
The awards ceremony highlighted the achievements of the up and coming talent in the railway industry followed by music until 3 am, truly 2019 vibes. It is definitely an event to attend for your 2023 diary!
UITP MENA, Dubai, Feb 2022
Thanks to UITP MENA and RTA for hosting a fabulous 3 day conference in Dubai. Highlights for me were:
- Speaking about electric bus procurement as part of a sustainability session. Some photos are below of my presentation which focussed on the good, the bad and the ugly of electric bus procurement. With electric bus being classed as a zero emissions bus how to make the complicated process of procurement slightly easier can only help to introduce electric buses on roads sooner. My white paper
- Hearing about transport plans post COVID-19 including Transdev's Blazefield community engagement to get more customers back on the bus. This was a positive success story and great to see Harrogate mentioned at an international conference.
- Listening to the Keynote speaker, Wiebe Waker's epic journey from Netherlands to Dubai, A+ for effort!
- Lovely hospitality from the daily coffee apothecary on site to a networking dinner in the shadow of the Burj Khalifa.
- Hearing about the latest report from UITP Mena on transport trends in the Middle East.
Next stop: #UITP2023 in Barcelona from 4th to 7th June 2023.


Travelling on an Electric Bus, Dubai, Feb 2022
While in Dubai for UITP MENA 2022 Congress, I took the opportunity to try out RTA's new electric bus which travels between La Mer South to Al Sufouh tram station. It's currently free and indeed there are no ticket validators on the bus. So if you are in Dubai and have the time, it is the most luxurious bus I have yet had the fortune to travel on.
The RTA coordinated with Dubai Electricity and Water Authority (DEWA), Volvo Bus Company, Meraas Real Estate, and ABB Group to launch the pilot. Each bus can travel 200 km on a full charge with a standing electric charge point at La Mer South and overnight charging at Al Quoz depot. The electric bus pilot started in November 2021 and will run until March 2022.
I was the only customer on the bus when I travelled on Thursday apart from the driver, so I took full advantage to sit in the back of the bus and take lots of photos. The customer information schemes are of such high quality I think it is possible to watch Netflix on them! The visual countdown was also very helpful and ensured that I didn't miss my stop.


MENA Transport Congress, Dubai, Feb 2022
February is going to be a busy month as I am also going to be speaking at MENA Transport Congress on procurement of electric buses.
After almost 2 years of the pandemic, it will be great to attend an actual conference talking about all things public transport. Check out https://www.menatransport.org/website/3387/home/ for more details. There are still some places available.
UITP's Integration of Urban Planning and Public Transport Course in Singapore, Feb 2022
Looking forward to delivering a talk on parking policy for UITP's course on Integration of Urban Planning and Public Transport in Singapore in February 2022.
For more information about the course and to sign up please use this link: https://www.uitp.org/trainings/integration-of-urban-planning-and-public-transport/

12 Bays of Christmas, Jersey, Jan 2022
Another year another, cold water swimming challenge! Being an avid fan of swimming, on a recent trip on Christmas and New Year to the Channel island of Jersey, my mum and I took part in the 12 bays of Jersey challenge which involved swimming in 12 bays of Jersey in support of Jersey Hospice Care and The National Trust for Jersey between 1 and 31 December 2021.
There are no requirements to swim a certain distance, merely a dip which works out very well for the festive socialising and eating and drinking in December!
I particularly liked the creative renaming of the bays as shown in Table 1, which I thought was an excellent example of destination-based marketing. However, some of the bays were not the easiest to find, so I have added the what3words location for ease of location should you find yourself in Jersey in December and fancy visiting some of the bays.
No | December themed Name | Year round Name | What3words location (As some of the bays are not the easiest to find) |
1 | Bouley Bay | Bauble Bay | ///consisted.strength.shocking |
2 | Rocking around Rozel Bay | Rozel Bay | ///motorcar.notations.mops |
3 | Le Saie in a Manger | Le Saie | ///heartbeat.tastefully.dogfish |
4 | Anneport & stilton | Anne Port | ///rumbles.desk.leagues |
5 | Grouville | Once in Royal Bay of Grouville | ///cults.catchment.trademark |
6 | Robin Bay | Robin Bay | ///fines.done.panting |
7 | Deck “La Haule” | La Haule | ///listened.flirtation.professes |
8 | Jingle bell..croute | Bel Croute | ///sloppily.lazier.preferable |
9 | Port let it snow | Portlet bay | ///unblinking.madly.coated |
10 | Jingle bell all the “Quaisne” | Quaisne | ///obstacle.drawing.partially |
11 | Snow port | Beauport | ///curbed.crosses.concretely |
12 | Santa Ouen | St Ouen (Le Braye only) | ///tone.bidder.coaster |







Expo 2020 Recommendations
After visiting Expo in Milan in 2015, I was intrigued to visit Expo in Dubai which is running between October 2021 and March 2022 and loved it. After two years of a global pandemic, it's great to see such a fascinating global exhibition. Read on for my recommendations to get the most of your visit.
1. Don't expect to see everything in one visit
The site is enormous, spanning an area greater than 600 football fields with more than 191 country stands and specific themed pavilions. I’d strongly recommend a bike tour, which you can book via the Expo 2020 website and run twice a day. These tours are a great way to appreciate the scale of the site and then allow you to go and visit specific pavilions based on your interests. If walking is too much, there is the option of hiring an e-bike (Careem), e-taxi or also taking the branded bus shuttle to get around the site as well.
2. Do buy the Expo Passport


I think Expo passport was designed for kids, but I saw plenty of adults using this passport. I have to admit, it is very satisfying to get a stamp after each visit to a pavilion especially after the past 2 years of the pandemic.
You can buy the passport from shops before you go, i.e. in Zoom grocery shops or on site at the visitors' shop. It's definitely worth the 29 AED (£5 to £6) but it was very satisfying to get the stamps!
3. Do use the Expo App and smart queue facility for the more popular pavilions.
Once you link your Expo ticket number via the Expo 2020 app, you can book up to 10 smart queues daily. At the more popular stands e.g. UAE, KSA, Germany and Italy it is definitely worth booking smart queue facilities. This cuts the queue time by more than half and means you can make the most of your visit.
Smart Queue Booking Confirmation
4. Dont forget about the food and souvenirs
Each country pavilion not only displays each country's vision but also has opportunities to taste country specific food and souvenirs. I bought sandwiches from Monaco, cups from Brazil and Sweden and postcards from Korea. It's a great opportunity for present buying.
Expo 2020 is host to the Alkebulan is the world's first African dining hall which has a huge array of options to eat and drink, I can highly recommend the South African coffee and cake. There are a number of different offers each evening as well as first floor bar.


5. What to see?
My highlights were:
- Sustainability pavilion - Thought provoking with lots of interactive games
- Korea - This uses augmented reality with each attendee given Iphone for the tour of the stand. The view over the wider Expo site makes this site well worth a visit.


- Brazil - A paddling pool and a great café along with a space exhibition make this a stand worth visiting.
- Lebanon - Worth it for the selfie opportunities from the swings within the stand with pictures of Lebanon in the background.
- Philippines - This stand is tucked away in the corner but I really enjoyed the artwork and rooftop garden to enjoy the views
- Peru - I loved learning about Peru's history and the pisco bar at the end means this is a good place to stop.
- Sweden - A wooden forest with a focus on sustainability, it is best visited at night to see the lighting.
- Estonia - A small but compact stand which highlights the remarkable digitisation of Estonia and Estonia is classed as the easiest country in the world to set up a business in.
- Chile - Recycled flowers and a wine bar make this a must-see stand in my eyes.

Fellowship of Chartered Institute of Logistics and Transport
I was delighted to be awarded fellowship of the Chartered Logistics and Transport in September and celebrated by taking a photo of my certificate on a Chiltern train (as you do).
Look forward to attending the events including the annual dinner at the end of November and getting involved in the mentoring scheme. For more information on CILT check out their website: https://ciltuk.org.uk/
Social Value Support to Stagecoach for Number of Bus Bids
About: Developed, quantified and wrote a social value strategy to support Stagecoach’s submission for number of UK bus tenders including Commonwealth Games transport support and COP26 transport provision.
Social Value Lead for Stagecoach’s Manchester Tranche 1 and Tranche 2bid submission.
Duration: 2020 - 2023
East West Main Line Conference, Oxford - September 2021
It was great to attend Peleton's conference about the progress on East West Main Line today at Oxford Town Hall. This was my second in person event in the same month, what a novelty post pandemic! Meeting people face to face is so much better than Teams. See below for my key takeaways:
- East West Rail's team presented progress on the various strategies; customer experience, sustainability and inclusion. It is great to see the progress and hear about the timelines for opening of the next section; Bicester to Milton Keynes. Unfortunately, it will early 2030s before the Oxford to Cambridge full service will be operational.
- There was a lot of information about the 10% net biodiversity gain, an earlier commitment from Network Rail's strategy that EWR took forward. Some key stats; 27 badger areas have been set up 100% are in use while an area the size of Winslow has been dedicated to biodiversity gains. We also heard about the ambitious long-term net zero carbon commitment. However, given that there is no decision to electrify the line, it remains to seen how net zero carbon will be achieved.
- In order for the scheme to be approved, the plans for EWR need to obtain a Development Consent Order (DCO). This is an involved process to obtain planning permission for a significant rail scheme and it is at this point a decision such as electrification need to be made!
For more information check out East Rail website and if you pass between Bicester to Bletchley you can't help to notice the progress

3 Takeaways From VRT Conference - Paris September 2021
It was great to attend the Ville Rails & Transport (VRT) conference in sunny Paris last Thursday. This conference hosted in Espace St Martin covered a debate discussing the new entrants to French railway and followed by an awards ceremony rewarding transport best practice in the past year.
This was very much test of my B1 level French, but I was gratified to understand most of the information. My three key takeaways.
- TER is the name for the regional express services operated by the regional governments. All TER services are currently run by SNCF. However, there is an ongoing programme to advertise these routes via tendering or direct award to SNCF (current incumbent). This programme is at an early stage, so it was interesting to hear the latest news regarding the first award by the Paca Sud region. The first TER service not run by SNCF will be Marseille – Cannes – Nice limited-stop TER service and awarded to Transdev. The announcement will be ratified at a vote on 29th October 2021, but the vote is expected to be a mere formality. At the conference, Transdev promised to double the frequency, increase the quality of service and reduce the cost for the local communities from 2025 onwards. There is a lot to do in approximately 3 years of mobilisation.
- The regional awards highlighted the innovation displayed by regional governments during the pandemic. I particularly like the Teletravail pass (again introduced by Paca Sud) region which allowed customers to buy 20 to 30 tickets between their home and place of work at a discounted rate of either 60% or 70%. Launched in August 2020, the speed of this initiative is exemplary and in stark contrast to the UK.
- Another award winner I was impressed with was the cycle rail carriages funded by Pays de La Loire and Centre Val de Loire regions. During the summer months cyclists cycling the dedicated 800km Loire a Velo can reserve their bike for free on board. The trains running between Orléans, Blois, Amboise, Tours, Chinon, Saumur, Angers and Nantes can carry 33 bikes on board known as Jumbo Velo carriages.

5 Ferries - September 2021
Almost 2 years ago, we tackled the 5 Ferries, an informal cycle route that involves island hopping on the West Coast of Scotland using 5 ferries with some stunning scenery. Read below for a summary of our 2021 cycle.
What is the 5 ferries?
A 72.5 mile circular cycle route around the west coast of Scotland. There are various ways of starting, but most cyclists start from the mainland, departing from Wemyss Bay or Ardrossan.

Bike Stages
Stage | Miles | Climbing information (feet) |
Wemyss Bay to Ardrossan | 19.1 | Mostly flat |
Brodick to Lochranza | 14.9 | 679 |
Claonig to Tarbert | 11 | 591 |
Portavadie to Colintraive | 19.1 | 1,171 |
Rhubodach to Rothesay | 8.4 | Mostly flat |
Total | 72.5 | 2,441 |
Ferries Routes
Ferry Route | Time | To note |
Ardrossan to Brodick | 07 00 to 07 55 | Bikes board first, disembark last. Food and drink available on board. |
Lochranza to Claonaig | 09 30 to 10 00 | Bikes board last, disembark last |
Tarbet to Portavadie | 11 00 to 11 25 | Bikes board last, disembark last |
Colintraive to Rhubodach | 13 30 to 13 35 | Bikes board last, disembark last |
Rothesay to Wemyss Bay | 15 05 to 15 45 | Bikes board first, disembark last. Food and drink available on board. |
What’s the cycle like?
Stage 1 - Wemyss Bay to Ardrossan 19.1 miles – Mostly flat
Given the temperamental timetable of the Arran ferry and the fact the road between the 2 locations gets very busy on a Saturday afternoon, we chose to leave at 05 00 on Saturday so we could make the first Arran ferry from Ardrossan at 07 00. Early start, early finish!
Admittedly the 05 00 start is rather extreme with good bike lights, any traffic on the road gave us a wide berth and we reached Ardrossan with plenty of time to pick up the ferry tickets and board at 06 30. Also, such an early start meant that we built up an appetite for breakfast on the Arran ferry.
Stage 2 - Brodick to Lochranza 14.9 miles – 679 ft
Leaving the Arran ferry, there were lots of cyclists and it was a bit of a sprint to get off the ferry. By the time we had reached Lochranza we had identified three other 5 ferry cyclists: Willie and Fraser who were raising money for MacMillan Cancer Support and Ian who was doing the 5 ferries on a mountain bike!

(left to right: Willie, Fraser, Trisha, Rachel & Ian)
Stage 3 - Claonaig to Tarbert 11 miles 591 ft
This stage is a hilly 11 miles and it is worth a look back at the top of the hill at Claonaig for a beautiful view over Arran. Tarbert has a number of cafes and a Co-operative if you want to stop and have a coffee or simply refuel ahead of the next ferry trip from Tarbert to Portavadie.

Stage 4 - Portavadie to Colintraive 19.1 miles, 1171 ft
Its uphill as soon as you get off the ferry at Portavadie so it’s well worth making sure that you are in a low gear! This stage has the most climbing at over 1,100 feet. However, the views across Kyles of Bute, advertised as Argyll’s secret coastline are stunning.

Stage 5 - Rhubodach to Rothesay 8.4 miles mostly flat
This was our last leg and thankfully was mostly flat, although one small incline did feel like a mountain to our tired legs. Rothesay has wide roads and it is worth arriving a good 20 minutes before the ferry as bikes board first on this route. This is a good chance to bag the best seats and be first in the queue for food if you are feeling hungry.


What has changed post COVID-19 regarding travel?
All of the CalMac ferries are turn up and go apart from the recently beleaguered Arran service which requires booking either in person or by phone. It’s worth checking out the service status on the CalMac website to check the ferries you are planning on taking are running on the day.
You need to buy 2 hopscotch tickets (Hopscotch 4 and 5) to cover the distance at a total of £15 per person.
What food is available?
The Ardrossan to Brodick ferry has a restaurant but a reduced food offer due to COVID-19, so everything is pre-packaged. It makes for less clearing up but my pre-packaged omelette roll was simply not as good as a freshly served breakfast roll! There is also catering available on Wemyss Bay to Rothesay ferry. Given the short length of the other 3 ferries, there is a waiting area but no refreshments, so make sure you bring enough food with you!


Even with challenges of COVID-19, I highly recommend this as a cycle for a day on a fine weather forecast. I am just hoping to take my electric bike next time to help up some of the hills!
Social Value for Public Transport Companies
Another month, another blog post on social value along with suggestions of how public transport companies can maximise social value. For a copy of the infographic please download it from here.
What is Social Value?
The Social Value Act (PPN 06/20) came into force on 1st January 2021, overshadowed by COVID-19 lockdown and Brexit. The UK Government and English Local Authorities are beginning to add social value considerations into public sector tenders covering rail, bus, bike and even electric scooters.
Note that the Social Value Act (PPN 06/20) does not apply in Wales or Scotland. Social value requirements are covered by the Future Generations Act 2015 (Wales) and Procurement Act 2014 (Scotland).
Social value aims to quantify all the intangible parts of bids using social return on investment. Most tenders I have seen to date (August 2021) ask for information about the various social value indicators ranging from carbon emissions to staff training to COVID-19 relief efforts.
For more detail about social value, please see our useful social value download in the download section: Getting started in Social Value https://surbonconsulting.com/downloads/
Is Social Value a term used outside the UK?
This is very much a UK-specific piece of legislation. However, as concern about the negative effects of man made climate change intensifies, I wouldn’t be surprised if some form of social value requirements are added to tenders across Europe in the next couple of years.
How does this apply to public transport companies?
Public transport companies earn a large proportion of their revenue from government and local authorities so any new regulation that affects business development and operations is of interest.
How can transport companies maximise their social value scheme?
The majority of public transport companies that I have worked with lease assets and headquarters and the opportunities for large capital spend are low. The suggested areas of focus are:
- Staff – Training, recruitment and recording of this information is key. Many businesses train staff but struggle to provide evidence and feedback on effectiveness of this training.
- Supply chain – Greater knowledge of supply chain spend and location is extremely important to provide updates. Advertising opportunities on public procurement portals and including the opportunity for third sector organisations such as charities and social enterprises.
- Social Value Policy – A Social Value Policy helps to summarise a position on social value, supporting both operations and business development.
Is it effective?
Social Value is not an add on to the existing role of environment/sustainability lead but needs to involve at the very least procurement, HR, commercial and operations support to get traction (forgive the transport pun!) and linked with commercial reporting metrics.
Social Value Support to Supply Chain Coordination Limited
Support on Social Value to NHS procurement body (Supply Chain Coordination Limited) to devise initial strategy and approach after implementation of Social Value Strategy (PPN 06/20).
Social Value - the Opportunity to Do More
You would have been forgiven for missing the Procurement Policy Note (PPN) 06/20 – taking account of social value in the award of central government contracts. This notice was released in September 2020 and came into effect on 1st January 2021. Unfortunately, the ongoing COVID-19 pandemic and Brexit meant that this PPN did not get the attention it might otherwise have received.
What are the implications of PPN (06/20)?
The PPN (06/20) describes the Social Value Model adopted by the current UK government which provides a methodology to financially quantify the impacts of various criteria e.g. training, apprenticeships to the wider economy. Bidders for government contracts then use this methodology to quantify the impact of their activities, e.g. training, apprenticeships. The sum of all the metrics is a social value score which is often expressed as a percentage of overall contract value, e.g. 10% of a contract value is generated by social value activities.
The PPN requires that all central government departments, their Executive Agencies including Non-Departmental Public Bodies must include social value in future tenders. Social value must be at least 10% of evaluation criteria.
What is the Social Value model?
The Social Value model aims to quantify the wider benefits delivered by central government procurement covering the impact of economic, social and environment benefits.
What has changed as of 1st January 2021?
The PPN is a significant strengthening of the previous Social Value Act 2012. This act had required central government and associated Executive Agencies to only consider social value with no evaluation thresholds achieved. The social value requirement has now been included in a wide range of central government tenders that have been released since 1st January 2021.
How has Social Value been quantified?
The aim of the guidance describes the Social Value Model with the 5 key themes which are a priority:
COVID-19,
Economic Inequality,
Fighting Climate Change,
Equal Opportunity,
Wellbeing.
It is up to the discretion of each government authority as to how they apply social value in procurement. So far, I have seen a range of examples covering
- Written response for social value only.
- Full list of over 60 Social Value measures with a response required for each social value indicator e.g. how many training days will be delivered as part of the contract and asking for a written rationale for each indicator.
Will social value add costs?
In theory no, the aim of social value is to quantify the benefits and existing good practice delivered by current spend and not require additional spend.
Can Social Value help UK government and companies to do more?
Yes, from our experience over the past 8 years, we believe this is possible. The key is to agree on the Social Value strategy before launching procurement and the client to agreeing the target themes to guide bidders in their response.
Effective contract management while in life to track progress is also very important. Making reporting as easy as possible for both the client and the successful company can really help to make reporting on social simple and understandable for everyone.
How do I find out more?
For more information, please see our Introduction to Social Value document in our downloads section. If you have any other questions, please get in touch with us to schedule an introductory call to talk about social value.
When Is Graffiti Art?
When is graffiti art? An answer might be when the artist is one of Time Magazine's People of the Year as Banksy probably the world's most famous grafitti artist.
Having worked on several projects to manage graffiti in the transport sector including costing up graffiti removal which is more expensive than you might think.
Taking full advantage of the open economy in Dubai, I attended the World of Banksy exhibition last week in Dubai fascinating as all the pieces were copies, a stance strongly encouraged by Banksy. I can't think of any other artist who would encourage this.
There were plenty of pithy images including a very wry observation about our escalating use of smartphones and wry observations about capitalism. Very thought provoking!
Day 1 and Mobilisation Lead, GBRTT team for RDG Transition
Developed plan for Day 1 & Mobilisation for transfer of Rail Delivery Group to Great British Rail
Liaised with RDG and GBRTT to ensure there would be a smooth handover and resolving gaps in IT, finance and contracts.
Customer Experience & Commercial Lead, Stagecoach’s bid for Dubai Bus
Lead on customer experience, sustainability and contract compliance reporting to Stagecoach’s Business Development Director
Engaged with supply chain to source uniform, accommodation and facilities management services.
Expo 2020 - Sustainability Pavilion Preview
Ever since I first arrived in Dubai in 2017, I heard a lot of about Expo 2020, the biannual world fair taking place in Dubai in 2020. Unfortunately due to COVID it is now happening October 2021 to March 2022 but the name remains the same!
Therefore, I was delighted to get to visit Terra, the Expo 2020's sustainability pavilion last weekend. After a year of COVID-19 and multiple lockdowns, I relished seeing visitors enjoying themselves. Also, as the proud owner of a geography degree it was great to see how important geography is in sustainability with my key takeaways below.
COVID-19 Precautions
There were a range of COVID-19 precautions including; pre-booking to limit visitor numbers, thermal scanning on arrival, mandatory mask wearing and all staff wear a badge to show they have been vaccinated. There were plenty of hand sanitizing stations all with solar panels across the site.

Sustainability has been incorporated into Terra’s design with > 1,050 solar panels tracking sun’s movements to generate energy on-site.

Gamification
Throughout the Expo, there were also many games available to engage visitors on sustainability and the implications of the world's current consumerist lifestyle. There were a number of binary choices and the scoreboard showing the running tally had some interesting insights such as
Would you save Earth (68%) or escape to Mars (32%).
Have a mobile phone (38%) or give up your mobile phone to save a rainforest you will never see (62%)
Travel the world for 10 years but never see your home (58%) or never leave your country (42%). I don't think this last fact is surprising given the past year of lockdowns and travel restrictions!

Challenges of consumption
Plastic waste was a key theme and the sheer scale of plastic bottles in the exhibition did make me rather depressed about the scale of plastic in the ocean.

Biodiversity loss
The rather dire future predictions of a world in crisis were alleviated by some success stories. I particularly liked the Arabian Oryx. The animal was once extinct in the UAE has now been successfully reintroduced back to its last wild home thanks to an initiative led by Sheikh Zayed, Environment Agency, Abu Dhabi and regional partners.

Food
At the end of the exhibition there is a fantastic café which I highly recommend for a coffee or even a ginger shot. In keeping with the sustainability theme recycling bins, like COVID-19 sanitisation stations are very prevalent.

It is definitely worth a look if you are in Dubai. The previews closes on 12th April but the Expo 2020 will be open from 1st October 2021.
Jedi Polar Bear - A Cold Water Swimming Challenge
As an incentive to keep swimming over the winter I recently signed up the complete the Jedi Polar Bear Challenge along with my mother. This challenge is part of the Polar Bear challenge, a fantastic initiative from a Plymouth based cold water swimmer known as Mama Bear which runs annually from 1st November to 31st March every year.
The Jedi Bear challenge required you to swim 3000 m every month along with 10 specified swims at the following temperatures. No wetsuits are allowed so its swimsuit only with cap and googles only. It is back to Channel rules!
Specified Swims
2000 metres at 9.00 degrees or less | 1500 metres at 9.00 degrees or less |
1750 metres at 8.00 degrees or less | 1250 metres at 8.00 degrees or less |
1500 metres at 7.00 degrees or less | 1000 metres at 7.00 degrees or less |
1250 metres at 6.00 degrees or less | 750 metres at 6.00 degrees or less |
1000 metres at 5.00 degrees or less | 450 metres at 5.00 degrees or less |
I had never consistently swum over the winter and what I took from it was that the accountability of the challenge kept me swimming in the rain and snow. Also the endorphins from cold water swimming are fantastic and helped with a long winter of lockdowns and at times very miserable news. If you want to sign up for next year please see https://polarbearchallenges.com/
Canary Wharf Festival of Light Encourages Walking
Great to see the #canarywharf Art Festival on a recent government sanctioned trip to the osteopath. It definitely brightened up the winter evening and encouraged me to walk around Canary Wharf. It is worth a look if you are in the area as it is one of the few attractions that is open in these lockdown straightened times.
This video shows one of the 24 art installations; bit.fall which creates words based on the live news feeds in Canary Wharf. There is quite a selection of words ranging from Freedom, Growth to Book and PACS. I am not quite sure what PACS stands for so any suggestions do let me know. Find out more at: https://lnkd.in/d3ta74t
Dubai Design Festival
After a year full of COVID-19, lockdowns and innumerable video calls, I was delighted to attend the Dubai Design Festival while on a business trip to Dubai. In terms of COVID-19 precautions, everyone wore masks, security staff temperature checked people’s wrists to enter indoor areas along with limits of maximum number of attendees.

It had been so long since I attended an event that I was extremely excited about just getting out! The novelty of video calling has long since worn off for me.
My 3 takeaways are below:
1. MENA graduate show - This was a showcase of MENA graduates work with products displayed such as playful recycling messages on cans, recycling of date wastes, and solar powered lighting. More information can be found here: https://www.dubaidesignweek.ae/programme/2020/mena-grad-show/

2. Some countries exhibited country stands, in preparation for EXPO 2021 next year. Portugal, UK and Switzerland were all exhibiting. The most topical stand was the Swiss stand which featured a display of futuristic face masks as well as upcycled bags from truck tarpaulin that were very popular.

3. Finally there were also some design competitions including public seating that had to be 2 m apart (due to COVID-19) sponsored by the American Hardwood Association.

Swimming 2 Channels in 2 Months - West Lothian Chamber of Commerce Webinar
It was great to be asked to present to West Lothian Chamber of Commerce on 25th August via webinar summarising the lessons learnt from swimming 2 channels in 2 months in 2017. As part of Team MAD (which stood for mother and daughter and also a description of the challenge), my mother and I swum the North Channel and English Channel in summer 2017, raising over £20,000 for Maggie's Centre, Glasgow.
For those of you who might be interested, the speech is below.
"Thank you very much for inviting me today. I am here to tell you about how my mother and I were the first ever 2 person mother and daughter relay team to swim the North Channel and English Channel and what lessons we learnt from completing 2 channels in 2 months.
So how did it all start?
Well to be frank alcohol as the old saying since Alcohol as no good story every starts with someone eating a salad. Rewind to 6 months before in September 2016 and my mother and I were celebrating completing a 10 km swim of Lake Coniston with a bottle or two of rose wine. Talk turned to what we would go for next and a channel was mentioned. Since we are Scottish, we thought needed to incorporate Scotland into the swim and hit upon the swim between (Northern Ireland to Scotland) know was the North Channel was the channel for us. Neither of us had any inclination to swim a solo, so we decided that we would choose to swim a relay team whereby each team member swims of 2 hours until the swim is completed. Further googling found out that there had never been a 2 person relay team let alone a mother and daughter relay team to swim the North Channel so that was the challenge for us!
Waking up the day after our Lake Coniston swim, we laughed off the thought. It wasn’t until the New Year 2017 when the topic came up again, blame the rose that we decided to do it and manged to secure a boat to take us across in July 2017.
In terms of key statistics. The North Channel swim is approximately the same distance as the English Channel 22 miles between Dongahadee in Northern Ireland and Port Patrick Scotland. For those of you have not had the pleasure of traversing the North Channel it’s a 45 minute flight between Glasgow to Belfast, 2 hour ferry, 10 to 17 hour swim. According to the Irish Long Distance Swimming Association the North Channel is world-renowned for being the accepted pinnacle in open water, long-distance swimming, due to the contrary currents, unpredictable weather, blooms of lions mane jellyfish and not least, the coldness of the water. Swimming the North Channel is only possible between late June and early September with lows of 10 C and highs (I use the word advisedly) of 15 C.
To get across our coach explained in his opinion that 49% success was down swimming for hours in as cold water as you can bear for as often and as long as possible, right up to the days before your attempt. Your body remembers each cold water swim and while its never enjoyable you do build up resistance to the cold. The other 51% is mental and he explained that while there could be perfect conditions, everything can become too much for swimmers and they fail to get across with 1 out of 3 North Channel crossings failing.
Under channel rules you are not allowed a wetsuit but only a single swimsuit, one cap, googles and ear plugs. Unfortunately, no wetsuit means no layer of warm water between the wetsuit and your body, so it takes practice to get used to swimming in skins as swimming without a wetsuit is known. This was our first challenge since all of our swimming to date including the Lake Coniston swim was with a wetsuit and we had to get used to cold water swimming quickly as well as taking part in a qualifying swim non wetsuit of 2 hours to prove to the governing body and boat pilot that we would be able to start the swim.
Accordingly, off we went to a swim camp in Malta in March 2017 where we swum non wetsuit in water temperatures of 16C. It is not so much the physical discomfort (49%) but far more of a mental challenge. The best way I can describe it is that you are swimming and begin to feel your fingers and toes start to feel cold and stiff since the blood is no longer going to your extremities but going to your core. As a result it is not the most comfortable swim and frankly not matter how beautiful the scenery is all you want to do is get out and get changed and drink a very hot coffee to warm up!
The first day in Malta I got out after an hour in a thoroughly bad mood feeling cold and miserable and was not the best team mate for a relay. However after several coaching sessions on positive psychology where our coach who had also swum the North Channel I learnt a couple of valuable lessons namely:
- Never using the word cold but rather the water is not as warm as I want it to be and repeating the words “I am warm, I am hot” over and over again.
- It is incredibly easy to drift to negative thoughts when you are swimming and to prevent that from happening, it was suggested by Ada that we focus counting strokes to 100 and then once finished start counting again. The rationale for this is that by focusing on counting this stops your brain thinking about getting out and prevents from self sabotaging yourself.
Those tricks mentioned above had a profound effect. The following day I managed to swim for 3 hrs 15 mins, swim non wetsuit and felt although rather chilly I was over the moon to be have done so. It is amazing the power of positive psychology it really does make a difference. It has to be repeated and often for it to work and you can’t let your mind wander but I couldn’t believe the difference.
So by the end of the time in Malta we had completed the qualifying swim and I think it started to dawn up on us that with our slot confirmed for July 2017 that we only had 13 weeks to train for the swim. At this point we decided since it was such a big charity to raise money for charity. Despite many years of sports my mum and I had never raised money but the North Channel was different. Since my aunt had passed away from cancer we decided to raise money for Maggie’s Centre Glasgow, a local charity providing support to cancer patients.
The positive was that with such a challenge the donations rolled in which we both delighted with. This also generated a sense of accountability but also a large amount of pressure that comes from telling everyone that you have signed up to swim from Northern Ireland to Scotland in the next couple of months, We also decided on a team name which was Team MAD which not only described the fact we were mother and daughter but also a description of the challenge that we were aiming to achieve.
Those 13 weeks flew by….Neither of us had swum longer than 10 km (3 hours) at any one point so going from 3 hours to swimming 8 hours was a lot of extra swimming to do. From March to June the water temperature warms up considerably from 8C to 18C. I was travelling a lot for work but I was uncomfortably aware that the tropical waters of the lake near London where I swam regularly was 18C. Very different to cooler waters of the Irish sea. Hence I spent time in Scotland swimming in the Loch Lomond with my mum and practising swimming 2 hours in the water, 2 hours break then 2 hours in the water to acclimatise for conditions on the North Channel swim.
All too soon it became time to travel to Northern Ireland on 30th June and I met my mum in Donaghadee, Northern Ireland. Our boat captain Quinton was a taciturn Northern Irish man, who along with his helper Alan, Irish long distance swim observer Dave and our coach Adam Walker were our support crew on the boat.
So much of swimming depends on the weather and tides. When you sign up for a channel swim, you are allocated a week’s slot where the tides are favourable and it is up the to boat captain to tell you a suitable time based on the weather window. Sometimes the weather doesn’t play ball and you do not get a chance to cross. We arrived on the Friday 30th June and on Sunday evening we got the call from Quinton that Monday 3rd July at 6 am was the time we were to leave.
Arriving the boat, we were excited and nervous. We brought food galore, principally peanut butter sandwiches, porridge, pasta, and Ribena as well as numerous swimsuits, jackets and towels galore.
We were ready to go! The boat left the harbour and 10 mins south of Donaghadee harbour as the starting swimmer, I was told to jump in swim to shore and swim for 2 hours. The anticipation was nerve wracking and it felt so good to in the water swimming. I was too keyed up about the cold unfortunately that was not last.
We were advised to swim without a watch on to avoid constantly checking our watches in the hope that we would be getting out soon. The only sign you knew you were getting out was when quintons crew lifted in the ladder into the water. At that point my mum would jump into the warm water swim past me and I would get out and get warmed up for 2 hours and repeat it all again. This is the swimming version of a relay where there is thankfully no baton to drop!
After the first 2 hours, the tide was behind us, the sun rose I felt very positive. As time ticked on we made good time and began to see the famed north channel wildlife. seals dolphins and one point ever a pilot whales circled the boat. Our coach Adam was very excited about this while the ever dry Quinton merely observed he felt like he was in an episode of David Attenborough’s Blue Planet. My mum was swimming at the time and Adam wanted to stop her to tell her about it. However, I managed to convince him not to in some cases ignorance is bliss.
Our coach Adam videoed our progress taking short videos and due to that we managed to raise an extra £3,000 6 hours into the swim which was amazing and kept me going. However, at 2 pm when it came to my third 2 hour slot, I felt the fatigue from the cold and it was at this point my positive psychology began to fail. And I started to have serious doubts that I was going to be able to make. That is when I began to mentally draft the update to the just giving page which I can tell you is not a good place to be. I focussed with a huge effort on counting to a 100 over and over and again and I can tell you I have never been so glad to get out the water.
I was so glad to get out after the third 2 hour slot and went for a brief nap which very much helped as at this point my muscles were screaming for a break. By this point that tide had turned and while the cliffs of Port Patrick were visible the cliffs did not seem to come any closer!
Adam convinced me to really go for it at the fourth 2 hour slot but after a hour of going for it, I had nothing left for the second hour which was not nearly as fast. This was worrying as the boat set the pace that we had to keep up so that the tide would not push us back to Dongahadee. This is what makes the north channel such a challenge the tide pushed you back where the English Channel you get pushed along the coast and have more chance of making it.
My mum jumped in for her fourth 2 hour slot. It was now 8 pm, and we had been swimming for 14 hours. It was beginning to get dark, the water was not as warm as we wanted it to be and Quinton wanted to abort the attempt and take us back to Donaghadee but Adam convinced him to carry on until it was too dark. The tension on the boat ratcheted up and it explained why there were no live videos at this point. My mum did a fantastic swim despite getting stung by a jelly fish and at 10 pm after 16 hours on the boat the cliffs were in touching distance.
I jumped in the water with glow sticks so I could be seen and pushed towards the cliffs repeating “We have reached Port Patrick”. All the tiredness was forgotten and I swam towards the rocks to touch them and complete the swim. Words can’t express how hard the challenge was and I don’t think it sunk in for both of us as rewatching the videos we both look shell shocked and frankly just exhausted at finishing. That also explains why I am not showing you the videos today!
We were the first 2 person relay team and first ever mother daughter to have swum the North Channel which was a world record. Moreover, due to donations after the swim, where Alan Wiseman of Wiseman Dairies donated £5,000, we raised over £20,000 for Maggie’s Centre Glasgow double our original target which was simply fantastic news for the centre and patients.
We also swim the English Channel bit after the North Channel was very uneventful. The challenge with North channel was that we started the swim at night so I had to do a lot of counting to 100 to stop my mind wandering about what lay beneath the water. In the end I had to tell myself that all the night creatures were asleep so they wouldn’t come to bother me. It worked!
3 years on, reflecting on our swim I think my 3 key lessons learnt which I have put into practice since in work and sport are
- Power of positive thinking
- How you chose to describe something changes the way you look at it e.g. not as warm as I would like it to be rather than cold. This I have found
- Accountability is key
Thank you for listening to me. I am more than happy to answer any questions about swimming and challenges in general."
Post COVID-19 Air Travel - Customer Experience Challenges
I recently took a long-haul flight from Dubai to the UK in early June. Post COVID-19 has resulted in some significant changes resulting in some challenges between creating a great customer experience and COVID-19 precautionary measures.
There are a lot more queues
Before COVID-19, there was a 1hr 30 minute to 2-hour window for checking in for a long-haul flight (depending on the airline) and I must confess that I tended to aim for 90 mins rather than 2 hours. However, post COVID-19 it was recommended to arrive at the airport 4 hours in advance of my flight which meant I needed to be at the airport at 3.45 am. This was a very early start!
Despite, there being fewer customers flying on my flight, and a far lower number of flights per day, I found the additional requirements e.g. temperature checks before check-in led to more queues. I predict queues will only increase as more customers return to travelling by air, which is not an appealing prospect!
Ubiquitous mask wearing
Before COVID-19, sightings of people wearing masks while travelling were very rare, akin to sun in Scotland during the summer. Now, mask wearing is mandatory within the airport and onboard. This does rather inhibit smiling at fellow customers and staff as you need to look very closely at people's eyes to see what expressions they are wearing. Masks also render lip-reading impossible for those customers who are hard of hearing or deaf. There is also the challenge of enjoying food and drink on board for which you need to remove your mask to consume the aforementioned food and drink.
Physical Distancing
Personally, I find social distancing to be a very depressing phrase, physical distancing is much better. Post COVID, I found there to be a lot of signage emphasising the need to remain 2 metres apart. The middle seat of the airplane was also not filled during my flight. Good news as I had more elbow room but bad news for airline operators who tend to rely on 70% occupancy to break even.
Removal of Literature
Pre COVID, I always enjoyed reading the inflight customer magazine. Now there are no magazines and sadly no duty-free magazines on board either. I have a love-hate relationship with QR codes which replaced a lot of information at the airport. When they work, they are great but when they don’t, QR codes are completely useless so I would suggest a QR code and website URL would increase the chances of customer reading the information.
So significant changes but I do take hope that the flight was operating and was 50% full so travel will happen going forward. It is going to be a challenge to maintain an enjoyable customer experience while maintaining COVID-19 precautions but it is not insurmountable!
Careem ebikes in Dubai - the easy way to cycle
I have very much missed cycling during lockdown, so I was extremely happy to see that Careem ebikes opened up again last week. I downloaded the app, paid my weekly fee, sanitised my hands, put on the gloves, unlocked the bike and I was ready to go! It should be noted I was also wearing a mask which is currently mandatory in Dubai otherwise it is a fine of 3,000 AED (£667), a rather expensive transgression.
Careem ebikes closed during the Dubai lockdown in April but have opened with a comprehensive set of instructions to minimise the risk of COVID transmission including providing gloves and sanitiser at every station.
The bike itself is fairly heavy but it does have a robust motor that makes even gentle inclines on tired legs seem effortless. The seat is extremely easy to adjust so it is easy to cycle and the bikes are well maintained and clean.
I am now hooked on electric bikes so much so that I am now going to purchase an electric bike for use in the UK as it helps me re-capture some of my youthful fitness!
Download the Careem Bikes app for your phone or read more information here: https://blog.careem.com/en/bike/ Happy electric cycling!
Global Public Transport Operators - COVID-19 Recovery Plans
The COVID-19 pandemic has had an extraordinary effect on health, world's economy and general day-to-day life and sadly it isn't over yet. What I have found heartening, as someone who is an avid public transport user, are the plans to restart public transport operations. A summary of these measures (Asia and Europe) is shown below which maybe of interest.
I highly recommend UITP and UIC's website for a global overview and thanks go to Nick Bolton on Unsplash for the photo.
China
• All customers to maintain a minimum separation, with additional staff to encourage social distances. • All customers wear a mask and scan QR codes with their health and personal details which will be used to trace their journeys in the event of any new outbreak. • Body temperatures are recorded at stations by infrared devices (<37.3 C) • Suspension of single-way tickets and train load rate controlled below 60% (Shanghai).
Singapore
Spain
• Madrid metro opened with additional signage with masks required to travel. Masks were offered to all customers at metro entrance. • Payment by cash is not accepted • RENFE offers a personalised ticket to enable COVID-19 tracking.
Denmark
• No requirement to wear masks • Guidance given to customers covers social distancing. • If possible, please travel outside peak-hours. If customers are sick or feel ill, please don’t use bus, train or metro. Follow coronasmitte.dks for more information.
Customer Experience Support to Network Rail
Led customer and stakeholder programme to ensure improved reporting of stakeholder requirements and to meet Office of Road & Rail (ORR) targets regarding stakeholder engagement.
Engaged extensively across all levels of the business (Centre and routes) to inform and support roll out of stakeholder engagement programme.
Project managed HR change programme to support realignment of Network Services.
Au Revoir Virgin Trains
From June to December 2019, Surbon Consulting supported the demobilisation team of Virgin Trains as Virgin Trains (51% Virgin/ 49% Stagecoach) handed over to the new operator of First Trenitalia West Coast (First Group 70%, Trenitalia 30%).
It was a pleasure to work with Virgin Trains looking after franchise compliance, customer experience and stations workstreams. Also a customer, I do miss the witty social media feeds, automatic delay repay, fabulous staff & who can forget the chocolate uglies?
Franchise Compliance Lead, Virgin Trains West Coast Demobilisation
Reviewed and updated Virgin Trains West Coast handover package to ensure compliance with DfT’s contractual requirements covering items from rolling stock modifications to accessibility.
Managed Customer Experience, Stations and Environment workstreams to meet demobilisation targets on time, to budget and against plan deadlines.
Due to in-depth knowledge of franchise was asked to project manage the wind down of Virgin Trains West Coast company and associated companies.
5 Facts About the 5 Ferries Challenge in Scotland
I was delighted to complete the 5 ferries challenge in the west coast of Scotland with my mother yesterday. This is a 70-mile route by bike with 5 ferry legs. Given my preparations regarding training could best be described as minimal, it was a relief to make it round in one piece.
- What are the 5 ferries?
The route that we took is below, comprising of a circuit round the Clyde using CalMac's ferry services.
Ferry | Cycle | Distance (miles) |
Ardrossan - Brodick | Brodick - Lochranza | 14.9 |
Lochranza - Claoanig | Claonaig – Tarbert | 11 |
Tarbert - Portavadie | Portavadie - Colintraive | 19.1 |
Colintraive - Rhubodach | Rhubodach – Rothesay | 8.4 |
Rothesay - Wemyss Bay | Wemyss Bay - Ardrossan | 19.1 |
Total | 72.5 |
2) How long does it take?
It’s a 72.5 mile cycle with breaks on the ferry legs. It took us 5 hours of cycling 🚴🏻♀️ with over 2500 feet of climbing.
3) What food can you expect along the way?
CalMac’s menu features far more local produce and food than when we cycled the 5 ferries challenge 5 years ago. I can highly recommend the breakfast roll on the Ardrossan – Brodick ferry with local sausage and egg and I enjoyed a cappuccino from the coffee machines.
4) How do you store your bike on the ferry?
There are a number of bike racks on the ferry, again a welcome change from when I first cycled this route five years ago (see photo).
5) Why do it?
It’s in the only such challenge in the UK and it’s the chance to see some stunning scenery in the sunshine (if you pick the right day!).
Great to Have Been Part of the Winning Serco Northlink Bid Team
On Friday 19th September 2019, Transport Scotland announced that Serco were the preferred bidder for the £450 million NorthLink ferries contract (Aberdeen – Shetland/Orkney) for the next 8 years. It was great that Surbon Consulting supported the Serco bid team to this win!
In the new contract, customers can expect an improved experience in the new contract which starts in November 2019. There will be an extra ten premium cabins on the Aberdeen-Kirkwall-Lerwick routes, a full refurbishment of the terminal lounge at Hatston, earlier boarding at Aberdeen harbour. There will also be extended opening hours of NorthLink’s customer services centre to allow customers more flexibility to book tickets at a time to to suit them.
Further details on the new contract will be published by Transport Scotland in the coming weeks: https://www.transport.gov.scot/news/northern-isles-ferry-services-update/
UITP 2019 - 3 Highlights
UITP 2019 in Stockholm was a fantastic conference, not only due to the 18 hour long days, non stop sun and lovely city but the quality and quantity of presentations were thoroughly enjoyable! Art in public transport was an interesting topic with plenty of art on display, including on the Stockholm Metro which holds the distinction of being the longest art gallery in the world.
3 highlights
- UITP Poster sessions were really helpful at
engaging with speakers and I found out more about key topics including - Reverse vending machines in Turkey. Customers
recycle their plastic and get credit on their transport scheme. - New accessibility assistance scheme for
Singapore buses led by Init funded by Singapore, which also won UITIP
innovation award at the end of the conference. - Transdev's focus on customer experience working
with behavioural scientist Steve Martin was fascinating. The results have been
very impressive in terms of revenue protection and incentivising drivers by
offering a 50 dollar incentive to improve driver safety performance d. - Focus on e-scooter -There was special scooter
trackers to travel on e-scooters and lots of debate over fixed and dockless
scooters. However, with one death in Stockholm from e-scooters I think there
are a lot of safety concerns to address before e-scooters can be part of a safe
public transport system.
Travelling on Trainy McTrainface
It’s been great to attend UITP 2019 in Stockholm. I took the opportunity to attend one of the technical visits namely on MTR Express named Trainy McTrainface,and hear from the CEO Mats Jansen about the challenges and opportunities of the open access market rail market in Sweden. MTR Express run high speed rail services between Sweden's two largest cities, Stockholm and Gothenberg.
- About: MTR Express operate dynamic pricing model and compete with SJ, the national Swedish operator. For the past 4 years, MTR Express has been the most punctual operator, and sits between IKEA and Netflix in terms of customer innovation. Breitling watches are in each of the train cars to display the time to customers and emphasise the importance of punctuality as well as some visible customer information screens.
- Tickets: All tickets are bought online and customers receive tickets via SMS or email. There are no paper tickets, a situation yet to be seen in the UK! Automatic delay repay compensation has recently been introduced replacing a long paper based process.
- Environmentally conscious: It appears that Swedish customers are very environmentally conscious. In the first quarter of 2019 domestic air travel has reduced by 8% with customers preferring to chose rail over air. Greta Thunberg has clearly been an inspiration for the Swedes! On a side note I have noticed far more adverts emphasising environmental benefits in Sweden than in either the UK or UAE.
And of course the name of the Trainy McTrainface, as voted for by the public in a poll in 2017, is a marketing dream and continues to be a source of many customer hashtags, including my post!
New Caledonian Sleeper Trains
It was fantastic to attend the launch of the new Caledonian Sleeper trains on 29th April at Glasgow Central station. The launch event featured presentations from: Ryan Flaherty, MD of Caledonian Sleeper, Rupert Soames MD of Serco Group and regular traveller on the Sleeper, Michael Mathieson, MSP Cabinet Secretary for Transport, Infrastructure and Connectivity and finishing with David Mundell MP Secretary of State for Scotland. The evening then finished for the non-travelling guests, of which I was one, with a walk through on the new trains once they had arrived in Glasgow Central.
There has been a lot of thought put into the new trains for me and the small touches that I loved were:
- Passenger
Information Screens with helpful information such as the time and temperatures
at the end of each carriage. - Keycard access
on the doors which very much adds to the ‘hotel feel’ - Mat on the
bed. According to research by Againt Sanister,
luggage comes into contact with 80 million bacteria before it even reaches the
hotel room so the mat is a great idea to prevent the spread of germs.
I look forward to travelling on the new trains in the near future!
Hiring a Car at Arnold Clark - A Great Customer Experience!
I recently experienced excellent customer experience at Arnold Clark on a recent trip to the UK. I was very impressed (which I admit is not easy!), Here is how it was done:
Waiting - Offered free tea and coffee, charge points. kid's play area, lots of magazines for the older customers.
Staff - Unfailing polite, even when there was an issue with the car. They even offered me the loyalty card to allow me to get 25% off my 6th hire.
Good service with small touches e.g. a rubbish bag for all the in car rubbish.
French Impose a 135 Euro Fine on Electric Scooters
"Ahead of national legislation on electric scooters expected this year, the French capital’s council voted to impose a 135 euro ($155) fine for riding on the sidewalk and a 35 euro fine for blocking the sidewalk with parked scooters, the city said on its website. The city will also remove badly parked scooters.
The city council said that while it supported new forms of mobility that replace polluting vehicles, the growth in the use of stand-up electric scooters was putting pedestrians at risk, notably old people and infants, while anarchic parking hinders parents with prams and people in wheelchairs." (from article)
After a near collision with an electric scooter on a pavement last week, I think this legislation is a great first step to prevent accidents! scooters transport
Five Highlights from World Future Energy Summit in UAE
