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By implementing an advanced scheduling system and mobility technology from ClickSoftware, Carglass improves customer service and speed of on-location repairs and replacements

Servicing eight hundred thousand customers every year, Carglass, the leading vehicle glass repair and replacement company in Germany, relies on its branch and mobile technicians to provide top-notch service to its customers. Carglass has selected ClickSoftware’s mobile service optimisation suite to automate the scheduling of appointments and the resource management of technicians, enabling the company to quickly service customers on-location, resulting in faster, more efficient customer care.

After observing the fast and successful deployment of ClickSoftware’s solution at Belron in the UK, Carglass decided to roll out the scheduling system in Germany.

“We are always focused on improving our customers’ experience. By optimising our scheduling system with ClickSoftware, we will be able to better assign our technicians to remote job requests quickly and efficiently, saving our customers’ time, gas, money and frustration. Rather than our customers having to drive to one of our Service Centers, we are now able to send a mobile technician to their specific location,” said Ronald Hoff, Project Manager Operations at Carglass GmbH. “The ClickSoftware solution streamlines this process and the benefits will be realised from the business side down to the customers’ experience. Most importantly, we will be able to roll it out to technicians quickly to reap the benefits.”

In the old model, schedulers used manual charts to assign mobile technicians their job assignments each day. ClickSoftware’s established service chain optimisation algorithms will now allow Carglass to streamline business processes across its mobile technicians. If Carglass receives a request for an on-location repair, the scheduler can assign that job instantly to the mobile technician best suited for job requirements. If a second on-location repair request comes in, the scheduler can prompt that same mobile technician to next complete this new job or assign it to another mobile technician who may be closer to the location or have a more appropriate skillset. Concurrently, branch technicians at the Service Centers continue to service customers who need their cars fixed.

“The improved customer service that Carglass will now be able to provide by automating and optimising the scheduling system is significant and an important factor in keeping a competitive edge,” said Dr. Moshe BenBassat, Founder and CEO of ClickSoftware. “By matching individual mobile technician’s skills and location, Carglass will be able to increase the speed and number of mobile requests. We look forward to continuing to build our relationship with Carglass and Belron.”

 

KPN and Masternaut have recently announced an agreement to jointly develop and market telematics-enabled fleet management and telematics enabled insurance products for businesses looking to provide a step-change in customer service, employee safety and operational efficiency.

The agreement provides KPN’s M2M (Machine-to-Machine) teams access to Masternaut's leading telematics products and services helping the company accelerate its goal of providing M2M services beyond connectivity to KPN customers.

According to the terms of the agreement, the two companies will market joint products designed to target the fleet market with proven products including driver behaviour management, vehicle telematics to improve efficiency. The agreement also delivers enhanced vehicle expenses management modules, live vehicle tracking as well as products and services that reduce corporate and consumer risk in the insurance market.

The products will be distributed under the KPN brand, powered by the technology provided by European leader Masternaut. Masternaut will provide software services, applications, platforms and technical support, while KPN will contribute with its commercial network, including pre- and post-sales support, consultancy and customer care. Everything deployed over the best in class global networks of KPN.

Jimmy Wind, M2M Director of KPN:

"With this agreement, KPN are demonstrating our response to customers’ needs in the growing M2M market. We can leverage our experience and knowledge of our customers and provide them with telematics-based products and services that solve many of their problems and have the ability to transform their businesses”.

Martin Hiscox, Chief Executive Officer of Masternaut:

"We are delighted that this partnership with KPN allows us both to deliver the most comprehensive service to KPN’s core business market. The combination of KPN’s brand and values with our technology delivers a clear and valuable proposition for both large enterprise and mid-sized companies”.

According to industry analysts Berg Insight, approximately 2.5 million commercial vehicles have telematics deployed. They forecast that the installed base of fleet management systems will reach 5.7 million in Europe by 2016 – with the market in the Netherlands, Belgium currently only 18% penetrated. The agreement provides KPN and Masternaut a twin-market strategy targeting both businesses that have not started on the telematics journey whilst targeting 1st-generation users with new and innovative products delivered in a consultative environment.

 

The Getac Z710 Android 4.1 rugged tablet has been officially certified by AirWatch – a global leader and innovator in mobile security and the largest Enterprise Mobility Management (EMM) provider – for compatibility with its Mobile Device Management (MDM) software.

The assessment of Getac’s Z710 fully rugged tablet completed by AirWatch's quality assurance department included ensuring the device was able to fully handle asset tracking, commands, profile configuration, application management, Secure Content Locker™, AirWatch Browser and push services. The accreditation confirms that Getac’s tablet solution can be managed successfully by a systems administrator using the AirWatch platform.

Peter Molyneux, President at Getac UK, welcomed the announcement saying “The rugged construction of the Z710 Android tablet makes it an ideal choice for businesses needing field-based computing power in critical working environments, allowing them to push out updates, change settings and manage security without having to recall units. The new AirWatch accreditation means that our customers can be reassured that the Z710 can be managed remotely using one of the world’s leading industry standard platforms.”

Mr Molyneux added “The AirWatch platform features industry-leading MDM and application management, and gives businesses the confidence to use Android mobile devices in the field knowing they will continue to perform, and be secure.”

Ian Evans, AirWatch Managing Director for the Europe, Middle East and Africa region commented further saying: “The accreditation of Getac’s rugged tablet means businesses operating in demanding environments now have access to an industry-leading EMM solution that will optimise functionality while reducing costs and minimising downtime.  We are confident this new partnership with leading rugged computing manufacturer Getac will enhance our joint solutions offering to field users across the UK and Europe.”

Gloustershire based Agronomy company Agrii have implemented a real-time transport optimisation and vehicle tracking solution for its agrochemicals division.

The company that is seen as a leader within it's field in the UK has opted to utilise Paragon’s Fleet Controller system and integrate this with a live vehicle tracking feed, provided by 49 TomTom PRO 9150 navigation units, taking advantage of the systems's advanced vehicle routing and scheduling software.  The result is a real time plan versus actual performance information delivered to the Agrii transport and customer service teams, also enabling customers to receive updated ETAs using Fleet Controller’s text messaging facility.

“By integrating Paragon and TomTom technology we are able to plan and manage deliveries of more than 350 orders a day, which given the location and type of customers we serve would be a logistical challenge if we didn’t use this solution,” said Tony Frain, Agrii’s Logistics Manager.

“The software allows us to offer customers the opportunity to place orders up to 10.30 pm and we’ll guarantee delivery if stocks are available by the next working day in three slots: before 9am, before 12pm or next day.”

Paragon also provides timed web-based reporting to Agrii customer services, with scheduled route timings updated every few minutes based on the live tracking information.  This informs the customer service agents of real-time delivery activity and allows them to prepare customers to receive their deliveries. With the nature of their business meaning many deliveries require a forklift to unload the vehicle , this efficiency allows for streamlining the delivery process saving valuable time for both Agrii and their clients alike.

With the TomTom units providing  intelligent navigation and live traffic information to help drivers avoid congestion Agrii are able to make further savings in both time and money and the all-in-one business tool combines navigation and GPS tracking in one single, portable, device is an major benefit.

Other benefits of the system are it's flexibility - Agrii's operation is heavily seasonal so the versatility of the solution means that the company can increase and reduce the size of the hire fleet without the cost of installing and removing hardwired equipment, and also the well documented benefits of monitoring driver behaviour including duty of care obligations. Also drivers can accurately report their working time by entering their ID into the device, tapping the screen to record when they start and finish work which in turn is automatically fed back into Agrii’s payroll system.

Agrii’s Alconbury depot is supplying 6,000 customers who range from small farms to large commercial operations growing products for supermarkets. They are located as far north as the Humber Estuary and south to the Thames Estuary, along the coast of the North Sea in the east and west to the M40 corridor. The drivers deliver the orders direct to the farm’s chemical storage facilities, the locations for which have been located accurately using the GPS vehicle-tracking units.  This ensures that each store is mapped on the system.

“By plotting the X and Y coordinates for the chemical stores our drivers can navigate directly to the site,” added Tony Frain.

“This streamlines the delivery because using a postcode alone would only take them to within a kilometre of the location. If we can get the driver within 10 to 20 metres of the store, it improves our performance and the level of service we offer our customers.”

 

 

With a fully integrated product across the two companies customers are set to benefit from one integrated contact centre solution based on Intelecom Connect and Verint Impact 360 workforce management Software. The offering is available in one flexible cloud-based deployment model.

Intelecom Group AS, a provider of cloud contact centre technology, have announced the availability of  Verint Systems's Impact 360 workforce management and optimisation software as a cloud-based solution integrated into Intelecom Connect. This follows the organisations commencing their relationship earlier this year in May 2013 and is impressive in the speed at which they have ben able to collaborate as well as the depth of the proposition. Adding to Intelcom's contact solution, Verint are prominently placed in a field they define as "Actionable Intelligence" solutions and their product line already includes a suite of award-winning workforce optimisation software as well as an analytics tool Voice of Customer Analytics.

The closer alignment of service to other divisions within an organisation is one that is often cited as a critical steep in moving from cost centre to profit centre, or at the very least in increasing efficiency and reducing costs simultaneously. Of course one of the most obvious and simplest divisions for alignment to the service centre in in many cases is the contact centre as often they fulfil many similar if not overlapping functions.

An integrated, cloud-based solution will help multi-site, multichannel contact centres capture a full range of customer interactions for quality, compliance and customer intelligence that can be used to enhance operations, improve performance and heighten the customer experience. It also opens the doors wide to operational transparency which is key to the successful operation of an efficient service division.

When we then add in the more standard service management-esque elemeents to the solution which can help organisations automate workforce management, including staff forecasting and scheduling, and the ability to track agent adherence, while providing performance management we are starting to see yet another example of the more holistic platform approach to software that Sergio Barata referred to in his recent feature .

Torkel Engeness, CEO of Intelecom comments, “An increasing number of our customers using our cloud-based contact centre are placing more focus on enhancing the customer experience. There are clear benefits in using a robust and well-known workforce optimisation technology, deployed in the same flexible cloud model as our core product. Verint, with its proven portfolio of WFO and VoC Analytics solutions, makes it an ideal partner for Intelecom.”

Nick Nonini, Senior Vice President Sales, Verint Enterprise Intelligence Solutions^™adds, “Verint is committed to working with select partners to deliver our portfolio of solutions in the cloud. Our customers and the industry at-large continue to recognise Verint as the market leader and innovator in deploying WFO applications in a variety of environments, from on-premises to the cloud. With this partnership, Intelecom’s customers have access to a fully-integrated, cloud-based WFO solution.”

Intelecom Connect is at the time of writing as close as any other offering to being the complete contact centre solution available in the cloud.  Of course the fact that it follows the SaaS model also provides a number of other benefits including being affordable to those companies for whom such technology may previously been prohibitively expensive to obtain.

The flexibility of the Connect application programming interface and Web Services allows seamless integration into third-party software environments. This partnership not only provides Intelecom customers with advanced workforce management technology typically associated with on-premise licensing, but also makes it available on an integrated in-the-cloud, pay-as-you-use basis from a single supplier. Offering customers flexibility in deployment, it also can help them meet their business requirements as they evolve.

Verint’s Impact 360 Workforce Optimisation suite enables organisations to capture, analyse and act on customer, business and market intelligence, and gain a complete multichannel view of customer interactions and experiences. Again the type of technology at the top of a lot of field service managers wish lists currently.

Using tools like this companies can identify opportunities to refine and enhance products and services; maximise information and workflow across functions; learn about competitive and other changing market dynamics; fine-tune internal business processes; enhance staff sales/service delivery; reduce operating costs; and realise new revenue opportunities. All extremely commendable in its own right.

Brought together these options certainly make for a compelling package and it's good to see such strong collaboration yielding impressive initial results.

Juniper Systems has announced the availability of its new  Archer 2 rugged handheld. With radical improvements over the first generation Archer, the Archer 2 promises better overall performance with an astonishingly bright display, an extra-long battery life, enhanced GPS capabilities, and rugged IP68 construction.

The latest generation rugged handheld incorporates several new technological advancements. Sporting a custom 4.3 inch Illumiview high-visibility display, the Archer 2’s screen brightness has been well received by reviewers. Its battery features a unique technology inspired by the technology used in hybrid car batteries to prevent excessive battery drainage in low temperatures. Referred to as Overtime Technology, this super battery will last up to 20 hours on one charge.

The new device is the first Juniper Systems handheld to feature a capacitive touchscreen for improved response. The Archer 2 also includes a glove-friendly numeric keypad for rapid data entry, a feature which many Juniper Systems customers highly value. Like other Juniper Systems rugged handhelds, the Archer 2 is built to very strict standards at its ISO 9001:2008-certified facility, having been tested to MIL-STD-810G and given a top IP68 rating for dust and water.

“We have been looking forward to the release of the Archer 2 for some time,” said Rob Campbell, CEO at Juniper Systems. “We have taken special care in addressing the needs of customers in the design of the Archer 2. It is a product of utmost quality, and the excellent reviews we have received on our Archer 2 beta units have made us very optimistic that the Archer 2 is going to meet our customers’ needs exceptionally well.”

Archer 2: Video Overview

ALS Environmental has selected Paragon routing and scheduling software to plan collections and deliveries of water, earth and air samples for testing at its specialist laboratories. The analytical services company has installed Paragon's Multi Depot software at its Coventry headquarters for optimising the transport of hundreds of samples a week using its fleet of 3.5 tonne temperature controlled vehicles.

Paragon's routing and scheduling software enables ALS Environmental to plan the routes for all its vehicles and drivers centrally across all the company's depots as a single planning task. The software adjusts depot boundaries dynamically to ensure calls are routed from the most suitable depot according to fleet availability and the geographic spread of orders on the day.

"Paragon enables me to plan all our collections and deliveries across the UK quickly and efficiently so it is a critical part of our operation. Without the software it would take hours to plan the routes and we wouldn't be able to provide the high level of service we offer our customers. We import all the jobs directly into Paragon and then the routes and schedules are generated automatically. We print the routes for our drivers directly from the system, so there is no further data entry to do," says Shaun Millington, Transport Controller, ALS Environmental.

ALS Environmental is part of the ALS group - one of the world's largest and most diversified analytical testing service providers operating across 55 countries. The company is one of the UK's leading providers in its field that offers an extensive range of accredited analytical services for water, land and waste monitoring. The company provides its customers with accurate, legally defensible, analytical data.

It’s been one of the biggest buzz words in boardrooms across the globe now for a number of years and if you look across any technology website you are sure to find an article or two shouting about it’s apparent all encompassing power, but what exactly is Big Data, is it really set to change the world, and what does it mean to the field service industry? 

Big Data 101:

Well despite what seems to be a fairly meteoric rise to prominence, Big Data can actually trace it’s origins back to the early part the millennium when Doug Laney an analyst with META group (now Gartner) defined the challenges of modern data as threefold –  the increase in Volume(the amount of data), Velocity (the speed of data in and out), and Variety (range of data types and sources).

This “3 V’s model” has now become the standard staple definition of Big Data although additional V’s such as Veracity, Validity, Volatility tend be thrown into the mix at times now also.

Volume:

But for now let’s just get to grips with the first three, starting with Volume which is perhaps the most obvious and arguably what lends the Big to Big Data.

As you may imagine Volume refers to the sheer amount of data that is now available to be processed. We are living in a digital world where almost every single action we take creates data. In fact in the last three years alone, more data has been created than in the entirety of history before that point.

Very simply put, we now have lots and lots and lots of data, and as any analyst will tell you the bigger the data set, the more robust the insights taken from it are.

Velocity:

The second of these three V’s, Velocity, is perhaps the least defined of the group.

It has been suggested that Velocity refers to the quantum leap in processing power that makes Big Data a reality. Big Data is in the main about real-time analysis and instant insight. Even the largest and most complex databases are now often processed in a matter of hours whereas it would have been days or even weeks not too long ago.

Another interpretation is the speed at which data is being received. One example is some smart meters are designed to report energy consumption data every 15 minutes; another could be the constant stream of social media commentary that a company may receive.

Both representative a rapid and ongoing growth of a particular data set.

In actuality Velocity is perhaps best understood as a combination of both of these interpretations. Crucially though, it is the real-time ability to interpret data and draw meaningful information on-the-fly, that separates Big Data from its older and less glamorous cousin Business Analytics.

Variety:

And finally we have Variety.

When discussing Velocity just now we highlighted two very different types of data sets.

Firstly energy consumption, which usually would be translated into very simple numerical data, and secondly, customer sentiment data which has been collected via social media. In very simplistic terms this is exactly what Variety is all about.

Lets explore the smart meter example first.  Any one utilities provider could be and likely is drawing data from a number  of different types of meter, each with varying configurations, and varying data sets so even this structured data comes in various formats.

Next we look at the more complicated ‘unstructured’ data example of social media data. Whilst more complex to interpret, there is perhaps even more value locked away in these types of data sets. However, technologies such as Natural Language Processing (NLP) allow for the interpretation and exploitation of such data.

It is the combination of all these varieties of data from both the unstructured and structured realms, and then the ability to bring these together to uncover hidden insight and understanding, is perhaps the most important strength of Big Data.

Big Data and the Field Service industry…

When we look at the digitization within business today, we must consider that every single interaction a company has with their customers adds to a potential data set somewhere along the way.

Service focused companies by definition have the customer at the centre of their business and therefore have more customer touch points than any other type of company.

For Service organizations the potential for data collection is vast, from various data sets and the flow of data is rapid and constant. In fact Field Service is an industry perfectly placed to reap the benefits Big Data.

The benefits of Big Data in Field Service?

There are a number of applications of Big Data that would benefit the field service industry.

The most obvious is the further enhancement of traditional analytics, for example the ability to both access and analyse GPS vehicle data to see how certain field teams or even specific field engineers are performing and being able to constantly monitor and improve service performance (in turn giving you a significant competitive edge by ensuring that the service you give your customers remains best in class.)

In fact we are already seeing the first ‘Big Data’ based applications being introduced with both MPL Systems and Trimble Field Service Management incorporating elements of these technologies into their latest solutions.

Perhaps an even greater, if somewhat harder to achieve aim however, is to establish the fabled 360 customer view.

By bringing together the various different datasets, you have from your numerous customer touch points (e.g. numerical data, contact centre calls, social media data, GPS data, data entered at engineer visits etc etc) and then managing, amalgamating and interpreting this data you can achieve a complete and holistic understanding of your customer, their needs and the best way to service them.

Undertaking a Big Data project is neither an easy or particularly cheap process, yet it does yield the power to revolutionize the way your business operates, including your ability to fully understand your customer and tailoring the service you deliver to meet those needs both a the macro and micro level.

With such great rewards and clear competitive advantage to be gained it is surely just a matter of time before we start seeing the real-world impact of Big Data within the field service industry.

One of the biggest success stories to come from the London Mayor's office was the introduction of Barclay's London Cycle Hire  (locally known as Boris Bike's after London's affable Mayor Boris Johnson who introduced the scheme) an ambitious project which has brought easy access bicycle hire and the environmental and health benefits of such a scheme to the busy streets of central London.

Of course the task of managing such a project and the mobile workforce that keep it operating, is a major undertaking, one which fall to international service company Serco. In this case study we look at how the worked with Leadent Solutions to establish an automated work scheduling system to make the project work.

Background:

Barclays London Cycle Hire (LCH) – run by international service company Serco – is a public bicycle sharing scheme that was launched in London and is now in its third year. The scheme's bicycles operate throughout 17 square miles in the city across a coverage area which approximately matches Zone 1 of the London Underground.

Since its introduction, the scheme has grown in scale from 5,700 to 9,000 bikes and from 315 to 570 docking stations, with over 20 million journeys made to date.

Users can pick up and drop off bikes at any of the docking stations, therefore ensuring there is an adequate supply of not only bikes, but also empty racks for returning customers, is vital to the success of the scheme. Therefore during high load hours, the bikes are moved from the busiest stations to the emptiest by vehicle by a dedicated mobile workforce.

The Challenge:

Maintaining the network requires a dedicated team to keep the bikes and the docking stations they are hired from in good repair, and to ensure that the supply of bikes is regulated to meet customer demand and KPIs agreed with Transport for London (TfL) in a 24 x 7 x 365 period. In meeting these KPIs, LCH ensures good service for customers, making hiring, using and returning bikes as easy as possible.

In anticipation of an extension of the cycle hire scheme into East London, almost doubling the number of bikes and docking stations, LCH needed a way of helping to optimise and dispatch field operatives to make sure that the supply of bikes to the right locations was accurately managed. It also needed to achieve this with the same size dispatch team, despite the extension of the scheme meaning that the number of docking stations was to be increased to 570 and the number of bikes to 9,000.

It was the significant increase in the scale of the project that meant a new and more efficient approach was needed, but crucially, without the need for large numbers of additional field staff being added to the mobile workforce.

Previous work practices involved significant ‘phone time’ – this essentially displayed the state of the docking stations on a big screen, from which control room staff used the visual overview to raise jobs by the expedient of calling the on-street team to tell them what needed doing. Once a job had been communicated, there was no feedback, status update etc., other than the change to the main display – and changes could have just as easily been driven by a large group of tourists arriving at a docking station as by the redistribution driver.

To compound the challenge, managing the bike supply requires dispatchers to manage a constantly changing work list where jobs are frequently raised, re-prioritised, and withdrawn as customers hire and return bikes, and to be able to do this in a consistent manner. One of the KPIs which Serco must meet is to make sure that docking stations have spare spaces for bikes to be returned, but also bikes available for hire, with points accumulated as the clock ticks when stations are full or empty, and a financial penalty resulting if the agreed timeframe is exceeded.

The scheduling system must be intricate enough to account for a sudden change in the status of a docking station. For example, a full docking station will cause a job to be created to remove some of the bikes, allowing for returns. However, a group of tourists could empty rack before the operatives arrive, changing the job from removing to delivering bikes, which need to be sourced from another location. This ebb and flow of bicycle hiring demands a near real-time automated system to ensure that the system runs smoothly.

In addition, maintenance work, although more predictable, still required the implementation of automated processes to arrange collection of bikes for workshop repair.

LCH had also identified the need to capture the level of use bikes were receiving as maintenance work was carried out, and to record histories of work carried out on the bikes and the docking stations, requirements that were, at best, only partially supported by the existing solution.

The Solution:

LCH chose mobile workforce optimisation specialist Leadent Solutions to design and implement a better way of supporting these requirements. Leadent Solutions is a company which specialises in workforce optimisation, applying its expertise to clients such as Thames Water, British Gas and Vodafone to help manage their workforces more effectively and thereby provide improved customer service to customers.

Leadent in turn then utilised ClickSoftware to deliver the core schedule automation and controls together with a mobile technology application to process work.

The solution centres on an integrated data feed from each of the 14,000 docking points which updates every three minutes. This live data is fed automatically into ClickSchedule software which compares the data to defined agreed targets. When it finds a docking station that has passed its limits for hiring or returning availability, a job is created in near real-time, based on priority, skills and geography. Jobs are withdrawn if the station naturally falls back within tolerance and the system also prioritises jobs according to pre-defined rules.

The system uses a dynamic prioritisation engine, which considers a station’s grading, the time it has been in breach of availability targets and other factors, to ensure urgent work is prioritised over less critical or a routine maintenance task.

With all of these actions being automated and the on-street operatives being updated by bespoke mobile devices, there is no need for the frequent phone calls which the control centre team previously had to make to field operatives to give instructions and receive updates. This mitigates the risk of missing stations which the manual system allowed for, threatening KPI compliance.

The mobile solution also allows operatives to record task activity and report inventory consumed, thereby building a history of asset maintenance.

Leadent Solutions has been involved from the early design stages; and has been supporting LCH in rolling out the solution during 2012, ensuring the implementation runs smoothly.

Results:

Using Leadent Solutions’ rapid deployment methodology, and working collaboratively with LCH, the new solution has:

• Provided near real-time visibility of the state of the LCH network at any point in time, allowing managers to get a clear overview of what the status quo is for current work and work in progress and enabling easier management of field operatives
• Provided near real-time task creation, prioritisation and dispatch to help LCH proactively manage KPIs agreed with TfL
• Provided a clearer picture of which bikes and locations are being used the most, providing customers with the best possible service and availability.
• Provided the systems to deliver streamlined, automated business operations through automated scheduling and mobile solutions
• Provided a more efficient way to manage employee breaks and to standardise working practices through automated processes
• Demonstrated the value of automated scheduling in delivering more efficient use of resources, better management of work, and, in turn, improved responses on KPIs

In business terms, this has contributed to:

• A 40% expansion of the Barclays Cycle Hire Scheme with minimal additional control centre staff costs
• Helping Serco achieve agreed KPIs
• Near elimination of voice interchanges between field and control, saving both time and money
• Delivering a marked improvement in resource utilisation and field engineer productivity through efficient and effective scheduling, dispatch and reporting of work
• Improving the quality of operational performance data, by being able to capture real world actual performance at a higher level of detail than previously possible
• Allowing a sustained improvement in operational performance and efficiency, allowing the Scheme to grow, but managed by the same control team that had previously managed a much smaller operation.

The cycle hire operation now delivers:

• • Circa 180,000 registered members
  • 570 docking stations & 14,000 docking points
  • Circa 9000 cycles available for hire
  • Maintaining 250 bikes every day  and on street triage of 400 bikes a day
  • Up to 27 vehicles move on average 4,000 bikes per day
  • Over 23 million hires to date