Wednesday 29 August 2012

First Group or Virgin ; chose your favourite outsourcer?


 

Sir Richard Branson has a remarkable talent ;   not necessarily for running airlines , banks or railways – he employs hard-nosed industry professionals to do that – but for securing great and usually positive media coverage for  even his most self-serving actions . We have seen that yet again over the past week or so in the manner that so many people , from commuters and rail travellers to former government ministers and people who probably never travel on a train ,  have fallen over themselves to tell us what a  tragedy it is that Virgin Rail lot the West Coast franchise to First Group.

For that you have to admire him , and also recognise that that other hard-nosed business people admire his talent for positive publicity as well. After all, when Sir Brian Souter of Stagecoach and Singapore Airlines are both willing to accept a 51:49 ownership in favour of Branson in respect of their respective joint ventures [ Rail and Air travel ] there must be good reasons for that .

What is more remarkable  in this affair  is that shadow ministers and opposition MPs  who should  be calling for the whole franchise arrangement to be wound up are – in effect – supporting  a company whose engagement in rail travel has been a form of ‘subsidy farming ‘ and who want to continue doing that for another few years .

There seem to me to be several  different aspects of this that have been overlooked in all the heat and sound .

1.       Although it is difficult to assess the overall price of  a multi - year contract agreement , for an incumbent to lose to a competitor by 10-15% of overall price is not totally unknown in  re-tendering exercises. Even before the decisions were made , investment analysts  were suggesting that First would win .

2.       The finances and returns of the various Virgin companies are hard to penetrate and understand . Overall ownership is shared in diverse forms and in some instances Virgin has secured naming rights for a very small proportion of the equity invested . Ultimate domicile and ownership of the group companies  is hard to track through various legal domiciles . It is a private company , which given the scale of business operations would normally raise some eyebrows in the city…….

3.       Because the finances are so obscure any attempt to make  a straight assessment of the income and expenditure is of limited value . Some people have tried [ the indefatigable Eion Clarke for one ] but the figures produced are so rogue they don’t help a lot .

4.       Virgin group appeared happy with the tendering process until they lost – a common reaction of unsuccessful contract incumbents – and  critically commented on by the  Financial Times yesterday .  The recent counter – proposal from Virgin Air  of wasting Heathrow slots on domestic flights from Manchester  smacks  of the most childish spite and is hardly consistent with claims to : “…Get low carbon: Strive to emit minimal carbon and other greenhouse gases.1 planet not 2: Learn to use the planet’s finite resources responsibly.”

5.       I accept that both First and Virgin are serious players in this game and so knew exactly what they were doing in their respective bids  ; if First are close in their suggestion of what can be squeezed out  in revenues over the franchise period , and Virgin had won at a lower price  , Virgin would have walked away with a substantial return . It seems clear that both companies were  gaming the system  here ?

6.       That they were both gaming the system confirms why there is now a widespread  acceptance that the Major rail privatisation was disastrous in both   form and consequences . It’s sometimes fascinating to see how The Guardian can contain Seamus Milne and Sir Simon Jenkins on the same page but on this issue both of them have been in agreement for  a long time .

Unfortunately for all of the rest of , whether as citizens or passengers , there isn’t  a party represented in Westminster  that appears willing to address the many failures of rail privatisation . Cosying  up to a man with a beard who doesn’t wear a tie is not a policy that helps retrieve our rail network .

 

 

 

 

 

Monday 20 August 2012

Kafka’s Bus Pass


Kafka’s Bus Pass ; or Free Bus Travel at age 60 years and  ….3 or 4 weeks .



In general I am a supporter of the provision of some form of concessionary bus travel for older people.

I think it unfortunate that as a policy choice by governments  it has not been as extensively evaluated  as it might have been to see if the overall social benefits are as  great as they are sometimes  claimed to be.

I also think that for those of us on higher incomes Free Travel  should be assessed as a taxable benefit – but that’s for another time and place.

What has caught my interest recently is the experience of one applicant whom I spoke to , and what this might tell us about this administrative process  that is available to all as they reach the age of 60 [ and many younger people who have mobility problems .]

My experience of applying for   a pass a few years ago was painless, and I  recall it as relatively quick , so as is so often the case when such systems  work  you don’t pay as much attention to the processes  as much as you might .

The experience described to me by a recent applicant illustrates much of the weakness of administrative processes  in transition between paper and electronic  technologies  in a world of articulated and outsourced public services

Here’s  how this rolled out .

The application form states , boldly  in the first paragraph :  “you can apply …two weeks before your birthday , but the card will not be activated until the date of your birthday .”

The application form is completed by hand [ in black ink obviously] and a passport photo attached .

The applicant completes  the form , buys   a passport photo and takes   the completed form into the local library [ the  preferred validation point in Edinburgh] a few days before the 60th birthday - admittedly on a  Sunday  .  The applicant is warmly congratulated on completing the form correctly [ name , address , age, usual complex stuff etc. …]  as though this was a major achievement … [ although on reflection ] “..hhmm , is this a worrying sign ?”

Almost three  weeks later , no sign of the card and the applicant phones the appropriate Edinburgh contact number to be told : “ not in our  system …delays sometimes …please phone back in a  few days ..”

Calls  back a few days later applicant is told it’s:  “ not in the system …suggest you check with the library…”

The library is called . They suggest  the applicant checks with the  Edinburgh contact number that has  already been called .

 “I’ve done that , they said  to contact you … what did you do with the form ?”

“ Oh, we posted the form to Hull [ 2 days after it was completed ]”

“ Where in Hull ?”

“ Don’t know , we just post these forms  .. I suggest you try the contact centre in Edinburgh..”

Back in touch with contact centre Edinburgh .

“ I’ve spoken to the library and they say they have sent this to Hull – who can I speak to in Hull ?

“ You can’t…the forms must be  being processed”

“ How do you know it’s being processed?

“ Because it’s not in our system …”

“ But I was told 2 to 3 weeks ..”

“ But it’s not 3 weeks yet………..”

The applicant phones the library again and the library call the Edinburgh contact centre and the librarian is told : “ Well we say 3 weeks  ,   but sometimes it’s  4 or 5 weeks …”

The applicant calls the contact centre again : “ … you say it’s not on your system therefore it’s being processed [ presumably in Hull]  but you don’t know that ; it could be lost somewhere in a hole between here and Hull….. So what happens  if it’s lost ? I don’t want to wait 4 or 5 weeks to then be told it’s lost. Can I raise this with a manager .”

“ No ; I can’t report it until it’s been 3 weeks .”

“ But it’s in the 3rd week now ..”!

“ But it is not three weeks yet!”

It’s three weeks today , and still no bus pass has arrived . 
So, the phone call loop is now extended to Transport Scotland .

Transport Scotland : “ We deal with policy; we can’t help you with actually getting a bus pass . Perhaps you could re-apply ?”  [ There'sa real signal of system confidence from people who 'do policy']

I reckon the Scottish Transport Minister , Keith Brown MSP,  now owes this applicant 2 weeks free bus travel … hope he  gets in touch.......he might manage it before the bus pass arrives .