innovation in personalised travel planning
TRANSCRIPT
Innovation in Personalised Travel Planning
Gloucestershire LSTF Case Study
Who am I?Cliff Jones – Director Go Travel
Solutions (UK South)
What are we going to cover?• Project Brief• The unique approach to PTP by the Project Team• How we used PTP to help Highways England, the
Local Community and Local Economy• Innovative Added Value services rolled out at
implementation – at no extra cost• The results of the engagement and lessons
learned• The tangible legacy of the project.
Project Brief• Contact 24,000 homes;• Engage with 6,000 homes;• Offer incentives to 6,000 homes;• See a reduction in car driver trips
of between 8%-14%; • Achieve a customer satisfaction
rate of 93%; and • Hit the four LTP3 objectives.
PTP Engagement area
The Project Team
• Go Travel Solutions Ltd • Harris Ethical Ltd • Integrated Transport Planning
Ltd (ITP)
The unique approach to PTP• Consortium of 3 specialist SMEs
successfully bid• Bid focused on localism and
community• Staffed from local pool of
unemployed and supported living candidates through referral partners
• Weeks training focused on PTP skills and customer service
• At it’s peak the programme employed 28 – 25% went onto employment after leaving
• All ‘ materials’ for the project sourced from Local SME supply chain
How we used PTP to help the Local Community and Local Economy
Triple benefit principle;• £1 spent to achieve project aims
Leads to• £1 spent in local supply chain (stimulates
local economy and secures employment locally)
• £1 in the pockets of local work force – with local knowledge and insights
Additionally• They spend their wages in local shops –
further stimulation of the local economy
Highways England
• Major gyratory infrastructure schemes implemented in Gloucester by (then) HA £3.1m
• Significant disruption expected during construction phase• PTP ‘door knocks’ in effected locality pushed forward in PTP
programme• Used as introduction to PTP – but badged as feedback and information service to effected residents (5 Rs and ‘get ahead of
the games’)• This was hugely appreciated by residents and Councillors
Innovative Added Value
• Supermarket engagement programme• Bus operator timetable changes• Estate Agents – buyers and letters• New developments – and developers• Cross sell of other services / programs
The results • Contacted 29,579 homes (35,000 ‘knocks’) 23% over target;• Engaged with 10,369 homes during the first phase of door to
door engagement;• 7% mode shift globally – 10% change for all ‘detailed’ visits• Advisors attended 34 events between March 2014 and January
2015 – 846 individual engagements• Total project cost of £14.03 per single contact – minus the cost of
incentives, materials and other ‘non delivery’ costs this drops to £6.37 per household
• Against successful engagements the price is £18.17 – in parity with DfT’s average price
• However, for this money we were able to provide consultation of highway schemes, provide early warning of bus timetable
changes and cross sell other Council services and projects – as well as providing direct feedback to officers
Lessons• Intensive ‘knocking’ programme of circling back within focused area each
night works – increases engagements• DfT methodology requires numerous stages – actually reduced number of
stages (rolling together) works better• Verses regular consultation (3%-7%) – 20-50% engagement achieved • Public love to be spoken to directly by the Council – and politically well
received• Be flexible with messages – support local schemes and other programmes• Provide two way mechanism – not preaching• Talk to other parts of the Council (ITU/DC etc.) – increase the pot• SERVICE NOT SURVEY
Legacy• Established structure and local partnerships with ‘buy in’• Increased employability of Advisors in Customer Service and Hospitality
sectors• Pool of experienced staff for mobalisation on other projects (GCC ITU)• Additional Local Travel material – deliberately designed to be accessible for
future projects• ‘Information’ template hugely successful and politically well received• Buy in from estate agents and developers (up to 50% household
engagement)
Developer PTP
Jobseekers Advice programme
• Same materials• Website coaching
• Train the trainers programme
Estate Agents Service• Same materials• Used as ‘amenity’ sales kit for new occupiers• Kept up to date though engagement with local
operators • Recycles neighborhood guides developed for PTP• Drives traffic to Thinktravel website
Communities Connected CIC• Incorporated January 2015 – a joint venture between Go Travel
Solutions and Harris Ethical• Designed to inherit materials and skills from core project – and
continue the work• Can employ individuals and leaver funding through Charity grants
and joint ventures• Commissioned by other areas of Gloucestershire Council /
consultants and partners
Contact for more informationCliff JonesGo Travel Solutions Ltd.The Innovation Centre,Carpenter House.Broad Quay.Bath BA1 1UD
[email protected] 07807 820 318