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We would like to show our gratitude to ›
 

 
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with the golden opportunity to prepare an intellectual report, on marketing of services

of case study on 
the world¶s leading Transport Company.

We are grateful to ›
  

 
 , for guiding us to prepare an

aesthetic report on marketing of services on ³
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and knowledge of sixteen elements of formal report writing. Without his kind support

it would have been difficult for us to complete the report, so meaningful and

interesting in a short period of time.

We thank him whole heartily for his consent encouragement, warm response and for

filling every gap in our personal development and knowledge enlightens and valuable

idea that made this assignment successful.

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This case study is based on marketing of services of ³ 
 ´ the world¶s leading

transport company. There are businesses that have realized the importance of

customer service and consumer satisfaction as being the key for sustained business

success Delivering the world class services to the customers is part all the

businesses. But besides that safety and customer service are the core values of the

³
 . In this particular case study we have mentioned the beliefs and

principles that give the first group new avenues for the growth of their business.

We have written the brief introduction about the ³ 
 ´ company profile,

achievements and global health & safety policy. In this report you would see details

regarding the fundamental pieces of health and safety legislation in the UKs ³  


  ´. We have specifically mentioned the ways in which first

group creates the safe working environment for its employees and ensures the safety

of their customers and employees.

We have tried our level best to analyze the every aspect of this case study and try to

get the best possible answer to the questions asked. However we have also gone

through the service gaps and analyze the RATER model of their business. For any

businesses it looks simple acts to ensure the health & safety but injury prevention is a

way of life at first and according to the first group they says

³A red wood takes 100 years to grow, it takes just a few hours to chop it down and

roast a marshmallow´.

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Twenty years ago no-one would have forecast that a small municipally -owned bus
company in the north east of Scotland would go on to become the transport giant that
FirstGroup is today. Now the world's largest public transport operator in private
hands, First carries 2.5 billion passengers every year.

First Travel Solutions is part of the FirstGroup of companies, the leading transport
operator in the UK and North America, transporting some 2.5 billion passengers a
year, which also includes First Scot rail, First TransPennine Express, Hull Trains, First

Capital Connect, First Great Western and Greyhound . FirstGroup (First) is the UK¶s

largest bus and rail operator. When a transport company carries as many people as
First does, a keen focus on health and safety is vital. It is an area in which First
always seeks to improve. It has an Injury Prevention culture. This involves training,
monitoring and reporting safety procedures. First places safety at the heart of its
actions and its culture is based on zero tolerance of unsafe practices.

FirstGroup plc is Britain's largest bus operator, running more than 20% of all local bus
services. A fleet of nearly 9,000 buses carries some 2.9 million passengers a day in
more than 40 major towns and cities. FirstGroup also run passenger and freight rail
services in the UK. Passenger rail franchises consist of


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A) First Great Western,

B) First Capital Connect,

C) First TransPennine Express

D) First Scot Rail.

They also operate First Hull Trains (an 80% share), a non -franchised open access

intercity passenger train service and provide rail freight services through First GBRf.

In North America, FirstGroup has several divisions:

c First group a market leader in provision of school bus services in North America.

First student America transports over 2 million students everyday on behalf of

over 400 school districts. c

c First transit which holds many city and county public transport contracts. c

c First Vehicle Services which maintains vehicles for many corporations,

organizations and local governments, including the other First divisions and

Greyhound lines. c

FirstGroup has always had a consistent brand and most of the names of its operations

begin with the word First. Its corporate colors are white, pink and blue, and many of

its buses and trains are of these colors. First Group owns and operates the Air

coach service in Dublin, linking Dublin Airport with the Dublin Southside, Greystones

and Bray as well as long distance runs to Cork. Air coach also operates car park

shuttles at Belfast and Dublin Airports.

The group primarily operates in the UK. It is headquartered in Aberdeen, the UK and

employs about 137,000 people. The group recorded revenues of £6,187.3 million

($10,652.4 million) during the financial year ended March 2009 (FY2009), an increase

of 31.4% over FY2008. The operating profit of the group was £371.1 million ($638.9

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million) during FY2009, an increase of 38.7% over FY2008. The net profit was £143.3

million ($246.7 million) in FY2009, an increase of 19% over FY2008.

"Safety starts with First group. They are not satisfied until they achieve 100%".The

safety of their customers and employees is at the top of first agenda in everything

they do ± from working practices through to service delivery and beyond.

The safety and security of their passengers and staff is fundamental to everything

that first do. First continually seek to improve the safety culture throughout their

business and apply a µzero tolerance¶ approach to unsafe acts and practices. Over the

past few years first have made great strides in improving their working practices and

procedures and in monitoring their performance in this area. First are never

complacent and continually strive to meet the highest possible standards of safety for

their passengers and sta ff. For example, their program of Injury Prevention is not

only innovative but unprecedented in transport industry. Injury Prevention has been

rolled out across all of our operations and is designed to engage all their staff and

encourage good safety practices to embed the safety culture in all of our operations.



   
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åc First TransPennine Express achieves 5 -star recognition from the Recognized for
Excellence Awards.
åc FirstGroup wins award for Contribution to Sustainable Transport at Scottish Transport
Awards


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åc First Scot Rail wins Frontline Employee of the Year Award at the Scottish Transport

Awards.
åc First TransPennine Express named Passenger Train Operator of the Year at the
National Rail Awards.
åc First in London wins Green500 Platinum Award
åc FirstGroup wins award for the 'most effective all-employee share scheme strategy,' at
the Employee Benefits Annual Awards ceremony.
åc First London bus driver wins Frontline employee of the Year at London Transport
Awards.
åc FirstGroup named Green Operator of the Year at Transit Awards.

?& 


åc Gold Award for our environmental submission in the Freight and Highways category at
this year's 'Green Apple Awards'.
åc Network Rail Environmental Awards - in five years
åc 4 National Green Apple Awards - for the fourth year running
åc 2 Bus Industry Awards - for environmental achievement and innovation and
åc The Railway Industry Innovation Awards 2005 - highly commended for staff
participation in environmental schemes
åc First Scot Rail - won Best Station Garden for Aberdour station at the Community Rail
Awards 2005

 


åc European road safety excellence award from the European Union.
åc Green cross for safety medal from the National safety council in North America. 
åc In 2009 first scot rail and the bus company first in Devon and Cornwall received
first¶s top safety award.





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1.c A major strength of first group is the product itself -- safety travel. Despite
downturns in UK, over time travel continues to grow, not only due to population
growth, but also due to an increased propensity to business & globalization.
2.c First group safety record and associated public acceptance of travel as both a
fast and safe way to travel. Both traditional, brand recognized faith and new low
cost carriers share this strength.
3.c First group staff is highly trained and experienced, from drivers and
subordinates and their conscious about safety and attendants to mechanics and
ground staff.
4.c They have a user friendly website which fully discloses the price breakdown of
the passengers planned travel with full disclosure of timetable and places where
the passengers want to travel. Offering a full breakdown of the price plan
prevents any hidden charges when the customer confirms their booking.
5.c Recognized as a leading brand name in the UK an d North America travel
industry for their injury prevention, health and safety working philosophy
6.c They offer a high quality service at competitive prices and offer a number of
features like more spacious, free Wi -Fi, toilets, seatbelts, power socket, CCTV
and complementary news paper in the buses. This enables them to maintain a
reliable and hassle free service to their customers.

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1.c Travel industries are expensive and require huge capital outlays. The return on
investment can be different than planned. As in the travel industry the chances
of accident are more often which leads to the huge loss of the capital and it is
expensive. Besides that the depreciation cost of the transport industry is too
high.
2.c One of the key weaknesses of first is that most of the staff has just the basic
information not the accurate knowledge they need as qualified professional.


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1.c Transport market growth offers continual expansion opportunities for first group
business destinations.
2.c Technology advances can result in cost savings, from more fuel efficient and
this will increase revenue due to customer-friendly service enhancements like
in- Internet access and other value-added services for which a customer will
pay extra. As all the fleets of first group is not fully equipped with advanced
technology, however some of their buses and trains are ,so it will opportunity
for the first group to become tech savvy and cost effective too.
3.c In the coming year 2012 the Olympics is going to be organize in London and
First group is going to play an important role in transport facility. As First group
wins the Olympic bus contact. So this will be a great opportunity for the first to
attract the world interest and expand their businesses in other part of the
world.
4.c People nowadays using more public transport and offers less private cars
because of environment consciousness and this will be an opportunity for the
first group to get their strong presence in the UK and US transport market.

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1.c First group is facing tough competition from the other major market player of
transport industry like.
ƒc Arriva plc
ƒc National Express Group plc
ƒc Stagecoach Group plc

2.c The price of fuel is now the greatest cost for transport industry. An upward
spike can destabilize the business.
3.c A plague or terrorist attack can negatively affect in transport industry and it can
affect the First operations. We all are well aware of the terrorist attack on
London Heathrow airport that endangers the life of many people. So this will be
a great threat for not only First operation but also for the whole transport
industry.




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 - Moving people from home to school or work is a vital part of the economy
and needs to be efficient. In the 1980s, the government began to privatize transport,
so that competition would produce a more efficient service. Government is also
committed to reducing CO2 emissions and is encouraging people to use public
transport rather than cars. First believes that working with local government is
important. It has produced a Climate Change Strategy that aims to cut its emissions.

?  - Economic factors include changes in demand, for example, the demand
for safer school transport has led to research into the introduction of Yellow Buses,
based on the US experience. Another economic factor is high fuel taxation. This
encourages people to use cars less and public transport more. First looks at how car
and public transport can be integrated, for example, with Park & Ride scheme

 - Social changes include the aging population. More people now have free bus
passes so travel is paid for by Local Auth orities. People travel more, however they are
more aware of how this affects the environment. First group concerns and look after
these facts.

Y ' - New technology can make travel easier, for example µkneeling¶
buses to help elderly or disabled people to board. First has also set up a future
transport project of buses that look like trams but do not travel on rails. In addition,
information technology enables text and email alerts to be sent to waiting passengers
on some services and pre-paid µSmart¶ cards can be used for payment on buses.

?&  - First has developed its Climate Change Strategy to reduce its
impact through a reduction in carbon emissions. It is aiming for reductions of 25% for
bus and 20% for rail by 2020.

( '- First complies with, and aims to improve on, all legal requirements such as
those for levels of emissions. From 2010, First and other transport companies will

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have to buy carbon credits to offset their emissions. First has already built this into
its budget.

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As we know that safety is our physiological needs and every one human being want
to satisfy these needs. That is the core competency of first and they are promises to
give the 100% safety assurance.

They are committed to creating and maintaining a safe and healthy working
environment for their employees, customers and the community. Their commitment
to ensuring the safety and security of their employees is set out in their Injury
Prevention and Security policies. First group strive to avoid emergency situations but
recognize the need to be prepared. First group are committed to having effective
emergency response procedures in place.

The reliability of First services currently averages 98.6%. This lies slightly below our
target and 0.2% below last year¶s performance. The deterioration in performance
occurred in the winter months due to the difficult weather conditions.

And here we have mention below the satisfaction level of their customer.

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First group give the assurance their customer providing safety, value for money, high
quality services, consistent, accessible and reliable transport services to its
customers. First also assure their customer that their employ behave respectfully and
honestly while dealings with customers.

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If we talk about the tangibles facilities of first group the provided many type of
facilities as such follows:

šc Wi-Fi facilities
šc Spacious seating
šc Toilet
šc Free Newspaper
šc Secure seatbelt
šc Charging socket
šc Extra legroom
šc CCTV camera
šc Low floor buses which is mostly comfortable for disabled persons.



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In the first group video DVD we attach with the report shows the tangible that¶s
first group offers to their passengers to ensure the quality service. In this video
the American legend greyhound buses shows the all facilities.

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First group are committed to maintaining open and regular dialogue with all
their stakeholder groups in matters that affect their interests. These range from
formal consultation to regular informal contact on a day -to-day or week-to-
week basis. As a public transport company they treating customer as individual.
They respect customer privacy and provide protection for personal data in
accordance with the relevant local law.
If you have any lost property you can enquiries with First bus services and you
can also contact the relevant Travel Shop and you easily get yours lost
property. Nevertheless you can also claim your property. You will need to
provide proof of identity but there is time constrains like Perishable goods will
not be kept more than 24 hours. All other property will be kept for one month.
You can also After making an enquiry via the Lost Property line if you are
dissatisfied with the service provided you can contact the Customer Service
Team on 0845 6001420 (Monday - Friday 0830 - 1730) who will be happy to
discuss and investigate.

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As we mansion earlier if you lost your property and you are not satisfied their
services you can also contact their customer care services. They also say J 
 
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In North America they conduct comprehensive surveys of all their customers at
least once each year. They also gather informal feedback by meeting with them

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regularly. They create on websites customer panel where in customer panel you
can easily give your view,
What you want?
What you think?
What products you like?
What you would like to see more of?
They have a zero tolerance policy towards assaults in the workplace and will
continue to do everything we can to prevent them. 

 


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Since for any business one of the most important areas of concern is the service
gaps. After deeply analyzing and with the help of different website we came to know
that there will be gap in the first group with the business specification and the
delivery system. We have few examples in support of our statements and these
examples are set by the First group customers.


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cccccccccccccccccccc Èohn Riley So, no major incidents but out of 12 trains, five were cancelled and
the other seven delayed by about two hours. Well played FCC. That focusing on safety
only rather than the services delivered.
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Paul 'Sparky' Sparks In the face of adversity, as we face our daily battle
into work, First Capital Connect and Southern do their bit by ever giving up.

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#$%&'%()#*)+,%-(&,-&.//.001.)#-#0+%2.+(


12:08 Bedford to St Pancras International due 13:11 this train has been cancelled.
This is due to a member of train crew being unavailable.
Next departure from Bedford is at 12:24.
(Message Received: 12:22:02 30/10/2010)

13:20 St Pancras International to Bedford due 14:26 this train has been cancelled.
This is due to train crew having been unavailable earlier.
Next departure from St Pancras 13:34.

Now we further shows the some evidence where first group fail to render their
services or it¶s also we can say that the service gap in the first group. In this picture
given below you can guess how the people face problem due to late their service or
canceled the time table of train. This shows that there is also the different types of
waiting the passenger have to face besides the service gaps.


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Passenger¶s reaction in this situation


Sally Widdop Love the fact that they can't be bothered to get a new sign but just
scribble out what was first written

Ian 'Fcc' Bell cost cutting

Ian Ansell but service improved, from toilet flooded to door broke, new problem new
SL

So from the above evidences its quite clear that despite of number one rail operator
in the UK First group is lacking somewhere in their services to their passengers.
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Four schoolchildren were seriously

injured after the bus they were
travelling in crashed in
''horrendous'' weather conditions
on its way to Alton Towers. There
were six adults and 33 children on
board when the bus came off the
road shortly after 6am.

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Greyhound bus crashes into an
SUV that had overturned on
Highway 99 in Central Fresno
killing six people including the
driver of the bus.

The Greyhound bus departed from

Los Angeles Wednesday night --
headed to its final destination in
Sacramento. Èust minutes before the crash, the bus had stopped at the Greyhound
terminal in Downtown Fresno. CHP officials say it's possible the bus driver who
plowed into that SUV didn't see it in time because of its dark color. But, they are still
trying to figure out why the SUV flipped over in the first place which is what led up to
this horrific crash. The CHP shut down the northbound lanes of Highway 99 near



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McKinley for several hours Thursday ... as investigators tore through mangled
wreckage and emergency crews frantically tended to dozens of victims.

From the above pictures it¶s quite clear that for a transport company safety is one of

the key elements to get the edge in this business . Safety is a key consideration for

transport industry. The term should do everything possible to provide for the safety of

all involved in transport process. This includes more than providing pediatric medical

expertise for the patient during the transport. It starts with vehicle selection, driver or

pilot capabilities and ongoing licensure requirements. Safety of the transport personal

must also be priority. Safeguarding passengers and assets is of paramount

importance to all public transport stakeholders. Aside from the devastating

consequences that we know o nly too well can arise from security breaches; delay,

disruption and the perception of unsafe networks cause flight from rail and public

transport networks and consequently have a negative impact on the bottom line.

Security and safety issues are increasin gly important to all transport operators.

SMS is a safety management system which is a businesslike approach to safety. It is

a systematic, explicit and comprehensive process for managing safety risks. As with

all management systems, a safety management system provides for goal setting,

planning, and measuring performance. A safety management system is woven into

the fabric of an organization. It becomes part of the culture, the way people do their

jobs. The EU document Guidelines on a Major Accident Prevention Policy and Safety

Management System describes the requirement for an SMS. The Directive is aimed at

the prevention of major accidents involving dangerous substances, and the limitation

of their consequence.


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EU REGULATION (EC) No 216/2008 OF THE EUROPEAN PARLIAMENT AND OF THE

COUNCIL of 20 February 2008 on common rules in the field of civil aviation and

establishing a European Aviation Safety Agency includes several references to Safety

Management Systems.

Having a safety culture is not only important for the life and health of employee and

customers but also saves money for the company in many ways like.

ƒc Reduction in lost employee hours

ƒc Reduction in hospital costs

ƒc Reduction in sick leave

ƒc Reduction in pollution costs

ƒc Reduction in cargo damage

ƒc Reduction in insurance premiums

ƒc Reduction in loss of life

So for the transport industry safety is one of the key elements for the success and it¶s

important for everyone.

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9The Health and Safety at Work etc Act 1974, also referred to as HASAW or

HSW, is the primary piece of legislation covering occupational health and safety in

the United Kingdom. The Health and Safety Executive is responsible for enforcing

the Act and a number of other Acts and Statutory Instruments relevant to the

working environment.



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c Controlling the keeping and use of explosive or highly flammable or
otherwise dangerous substances, and generally preventing the unlawful
acquisition, possession and use of such substances.

  
  

c General duties of employers to their employees.

c General duties of employers and self-employed to persons other than their
employees.
c General duties of persons concerned with premises to persons other than their
employees.
c General duty of persons in control of certain premises in relation to harmful
emissions into atmosphere.
c General duties of manufacturers etc. as regards articles and substances for use
at work.
c General duties of employees at work.
c Duty not to interfere with or misuse things provided pursuant to certain
provisions.
c Duty not to charge employees for things done or provided pursuant to certain
specific requirements.

The main purpose of the Health and Safety at Work Act 1974 are-----

åc Under section 2 places a duty on employers to ensure the health, safety and
welfare of employees as far as is reasonably practicable. It also requires
employers to consult with trade union safety representatives on matters
affecting health and safety in the workplace. Moreover, employers of more than
five people must prepare a written health and safety policy and bring it to the
attention of employees. As safety to their employees are the core value of the

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First group operation, so they keep on emphasizing the health and safety of
their employees through continuous safety training programs.
åc Under section 3 requires employers to ensure that non -employees (e.g.
pupils/students) who may be affected by work activities are not exposed to
risks to their health and safety. Where young or vulnerable persons may be
affected, the duty of care is greater. Now according to this section First group
also take care of the passengers and the students who uses the First group
transport services. Like for the students they uses the different safety mode like
bells, body light to inform the other vehicles to move safely as there are
students in the buses who comes out and cross the roads.
åc Under section 4 places a duty on anyone responsible for the workplace to
ensure that the premises, plant and machinery do not endanger the people
using them. Through the transport industry applies this in some different ways.
First group have highly trained employees which handles the services of the
buses and trains every day to ensure the safe journey to the passengers. Those
staffs share the huge responsibility to check the functioning of the buses and
trains.
åc Under section 5 requires employers to prevent and control harmful, noxious or
offensive emissions into the atmosphere. First group well establish the
standards for themselves and uses the advanced technology buses and trains to
reduce the carbon emission, noise pollution. First group TransPennine express is
example of train that sets benchmark in reducing the green house gas
emissions i.e. CO 2 and other toxic gases.
åc Under section 6 places duties on designers, manufacturers and suppliers to
ensure that articles and substances are safe for use.
åc Under section 7 states that it is the duty of every employee while at work to
take reasonable care of him or herself and of any other person who may be
affected by his or her actions. This section also requires employees to cooperate
with their employer in relation to health and safety issues. First group with
dedicated team of people sets an example for the others by co-operating each
other in every aspects of its operation. First group continuously tries to improve
their employee safety through different safety training programs. Besides that


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the employee also carries with them the injury prevention handbook through
which they continuously monitoring the health and safety information and
informs to First group in order to take the corrective action.
åc Under section 8 requires employees not to interfere with or misuse anything
provided in the interest of health and safety. First group employees are well
trained and managed. They are well aware of the health and safety for them
and the passengers, so they never try to misuse those things which are for
health and safety purposes.

These Act set the standards that must be met to ensure the health and safety of all
employees and others who may be affected by any work activity.

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=Mike Murray, president and CEO, FirstGroup America, spoke safety is
fundamental to customer service and the value of human life never changes.
FirstGroup provides busing and maintenance services to municipalities, school
districts and the general public throughout the United States and Canada. First
Student is the largest provider of student transportation in the UK & North
America.
Our motto is: !  #  
 "   #   . Safety is integral and
essential to customer service. We would never compromise in a situation when it
came to safety. We believe our customers respect and appreciate quality, safe and
reliable transportation.


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Everyone at FirstGroup has a responsibility to contribute to creating a safe working

environment. In the Injury Prevention handbook, there are a number of working
principles designed to keep safety at the front of employees¶ minds. First group goes
beyond the minimum statutory requirement of the health and safety Act and
developed a number of employee safety practices.
åc Company policy states that no employee or contractor on company business
can make or take a call on a mobile phone while in charge of a vehicle. This is
regardless of the hands-free option. Reaction times are on average 50% slower
when using a mobile phone when driving.
åc The speed limit in all depots and in every bus station is a maximum of 10 mph
at all times because of the number of people likely to be moving around in this
area. A slow speed reduces the risk of anyone being hurt. This applies to staff
driving both company and their own vehicles. 
åc All vehicles must reverse park as evidence has proven there are fewer
collisions.
åc Use of high-visibility jackets on premises. 
åc Holding onto handrails when using stairs. Carrying Injury Prevention handbook
at all times whilst on company business to provide an instant record of any
safety related incidents.


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åc In addition to their standard training, bus drivers also complete a one -day
Advanced Safe Driving course. This results in safer driving, less stress for
drivers and a more comfortable ride for passengers. 
åc First¶s buses and trains are fitted with CCTV and safety notices for passengers. 
åc First uses training simulators for bus drivers and train drivers. The state -of-the-
art simulators can offer a number of scenarios for the drivers, for example,
snow, flooding, objects hitting the windscreen and even animals on a railway
line.

Regular Injury Prevention Tours are carried out by directors and other members of
staff. These help to assess safety levels across the business ×cFirst¶s focus on safety
has enabled it to win the European Road Safety Excellence Award from the
European Union and the Green Cross for Safety Medal from the National Safety
Council in North America ×c
(&  6   '5  
 >

At Greyhound for example, drivers must complete a rigorous seven -week defensive
driving training course at one of the company¶s training schools. The Smith System
Advanced Driver Training provides the critical advanced driving strategies our drivers
utilize to prevent collisions and safely transport our passengers. We conduct Smith
System training and refreshers throughout the school year to maintain safe driving
practices. We provide training on a number of security events and implement
procedures to ensure our drivers, attendants and dispatch staff can respond for the
safety of our passengers in various situations ×
Using the best tools and resources in the industry, they run extensive series of checks
on each employee for criminal and driving records and work history prior to hiring.
Before transporting any passengers, each driver participates in more than 50 hours of
classroom and behind the wheel training to ensure a thorough understanding of safe
driving practices. Safety begins with Empowerments with hiring the right people and
then giving them the tools and training they need to effectively perform their jobs and
manage their teams with an eye on safety. Each year first hosts internal health and
safety conferences in the UK and North America.
Annual figures are discussed and plans are set for the following year. Every month
Executive Safety Committee meetings are held and representatives from across the

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business are required to attend and review s afety programs.c These help to assess
safety levels across goes the beyond level of health & safety act. As we all knows that
a good employer is one who goes beyond all the legislation and gives their best for
the health and safety of their employees and customers.c First group has a reputation
of good employer because of their relentless approach to safety .
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= First core business activities we are committed to providing good quality,
reliable and cost effective public transport and rail freight services to all our
customers. Their core business strategy is to increase passenger numbers an d
encourage a greater move towards the use of bus and rail transport. This will in
turn support the needs of society to achieve more sustainable travel. Monitoring
health and safety information and environmental performance providing
appropriate training and awareness programmed for their staff. First group
continuously monitor the health and safety performance of their operations which
will be subjected to periodic safety audits to assess performance. The nominated
directors will: Present a monthly repo rt on health and safety to the Executive
Safety Committee Report to the Board all fatal and modifiable injuries to staff or
other persons within 24 hours.
This encourages the FirstGroup employees and they follow some sets of things
mentioned below:
åc Do not endanger yourself or others.
åc Report any hazardous condition or practice that may cause injury to people
property or the environment.
åc Obey all rules, signs and instructions.
åc If you do not understand speak to your manager before you start work an d
keep your work area clean and tidy.
åc Disorder causes accidents, wastes time, energy and materials.


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åc Wear protective clothing and equipment as required. Keep it in good condition,
wear it correctly and ask for a replacement if it becomes damaged or unfit for
use.
åc All accidents, incidents and near misses must be reported to your manager.
Seek immediate help and first aid.
åc Do not adjust modify or repair any piece of work equipment unless you are
competent and authorized to do so and use only the correct tools and
equipment for the job.

Continuous monitoring of the health and safety helps the First Group to keep an
eye on its operations. First group places special emphasis on driver training,
vehicle maintenance and fleet replacement.

åc
  
> guide First Student Canada employees in conducting all
activities safely - on and off the bus. Employees are trained in these principles
and carry them with them in their Injury Prevention Handbook.
åc )'
 '> First Student Canada screens all employees beyond
required provincial regulations by providing additional assurances to employees
are cleared to perform all safety sensitive duties.
åc à'   > First Student Canada maintains a zero tolerance
policy. All school bus drivers, mechanics, and management employees are
subject to pre-employment and random drug and alcohol testing.
åc )' 
6 î

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driver training curriculum. School bus drivers are taught how to recognize and
prevent bullying and sexual harassment to ensure children arrive at school
ready to learn!
åc )'
  
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is a special training component that focuses on
the characteristics of young and developmentally disabled children to keep
these special sch ool bus riders safe on the bus.
åc )


  ›
extends safe school bus riding knowledge to students
and our drivers on the "5 safety rules for students." This program helps young
riders put into action key safety issues involved with safe bus riders hip and how
to help create a safe bus environment for everyone.



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target six specific types of security events.
This training ensures their drivers and attendants know how to respond to
safety and security events to ensure pass engers are protected. This training
also provides security response procedures for our dispatch staff.
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are provided to all First drivers and staff people. Guiding the
safety-critical areas of their operations, these standards and procedures help to
ensure the uniform, safe performance of all operations.
åc !+  &  '  ,!. helps them to create an injury and
collision-free workplace. Designed for all managers and employees, this
program emphasizes the importance of employees reporting safety, security
and route hazards, as well as managers providing feedback and coaching to
employees on safe behaviors. Every employee carries an IPP handbook, which
provides a record of the safety communications and safety and security
guidance.
åc Y 


  &  à& Y' provides the critical advanced
driving strategies needed to prevent collisions and safely transport for
passengers in today's challenging traffic environments. Smith System training
and refreshers are conducted throughout the school year to ensure safe driving
practices.
åc 
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must be met by eac h
First Student driver and attendant to ensure they meet the challenges and
physical requirements for both routine and emergency situations.
åc à&  @ V is a system that monitors driver qualifications as
part of Federal Motor Carrier Safety Administrations regulations.
åc ' &  
5  have special safety needs as
well. First drivers are trained to care for the needs of these special riders.
åc Y' 
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ensure First
drivers and attendants are able to meet the safety of passengers in specific
event situations. In addition, dispatch staff receives special training on security
response procedures.



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A
åc Y =  4   !
  

 utilizes advanced sensors, to
detect an intruder boarding a bus. Once detected, the system activates the
vehicle interior lights and sounds an audible alarm. These devices are installed
on most First Student buses.

Hence by carefully monitoring the health and safety information First group
becomes the leading transport company in the UK.



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Every single day millions upon millions of people relies on First group. And every

single day First group is there for them linking the community and transforming the

way people travel. From the shortest daily commit to the boldest new adventure First

group is first choice for the safe, reliable and accessible transport .

Organizations are responsible for the health and safety of staff and customers. This is

a core value for FirstGroup. By keeping and analyzing records it can improve its

safety policy and go beyond legislation. First has identified best practice and shared

this across the company, enabling it to remain ahead of competition.

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ƒc http://www.firstgroup.com/
ƒc http://www.firststudentinc.com/
ƒc http://www.firstgroup.com/corporate/csr/csr_policy/customer_and_community.
php
ƒc http://www.hse.gov.uk/legislation/hswa.htm
ƒc http://www.esafetysigns.co.uk/acatalog/The-Health-and-Safety-at-Work-Act-
1974.html
ƒc http://www.themedicineprogram.com/home/article/Health_and_Safety_at_Wor
k_etc._Act_1974
ƒc http://www.eurofound.europa.eu/eiro/1999/09/feature/uk9909127f.htm
ƒc http://www.firstgroup.com/north_america/latest_news/?id=001531
ƒc http://www2.counton2.com/news/2010/nov/30/breaking-major-greyhound-
bus-accident-bus-slams-lo-im-104433/
ƒc http://www.wltx.com/news/story.aspx?storyid=91230&catid=142
ƒc http://www.associatepublisher.com/e/g/gr/greyhound_lines.htm
ƒc http://www.bbc.co.uk/news/uk-scotland-north-east-orkney-shetland-11388454
ƒc http://www.bbc.co.uk/news/uk-scotland-12182093
ƒc http://news.bbc.co.uk/2/hi/uk_news/scotland/north_east/8516359.stm
ƒc http://news.bbc.co.uk/2/hi/business/8596232.stm
ƒc http://news.bbc.co.uk/2/hi/business/7828253.stm
ƒc http://www.bbc.co.uk/news/10204496

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