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Issue:- 07/08 October 2009


LOCAL bus company, Arriva North West is asking Liverpool passengers to get behind this year’s National Customer Service Week (NCSW) and help identify and reward bus drivers that go the extra mile.

Each week, Arriva North West receives dozens of commendations from passengers for its employees who have delivered exceptional service. During NCSW, 5 October to 9 October 2009, the bus company will reward one specially commended driver with high street gift vouchers.  As well as rewarding a driver, who will be picked at random from those who receive nominations from the public, Arriva North West will give a free 4 week bus pass to the member of public who makes the nomination.

Debra Mercer, marketing manager for Arriva North West, said:- “To celebrate this year’s National Customer Service Week we’re appealing to the people of Liverpool to point out drivers who have gone beyond the call of duty. It’s also a great opportunity to reinforce with all our people how important it is to get the relationship with our customers right.

We are proud of our drivers and we hope that our passengers will join us in celebrating all that is good about Arriva buses by helping us to reward these individuals during National Customer Service Week.”

People wishing to commend an Arriva North West employee during NCSW (5 October 2009 to 9 October 2009) can do so via the Arriva hotline on:- 0844 8004411, or through the website,  stating who they are nominating and the reason why, along with their journey details.

Customer service skills are a key part of Arriva’s driver training, with many drivers also following up with a national NVQ qualification.

National Customer Service Week is designed to raise awareness of customer service and the vital role it plays within an organisation. It’s also an opportunity to say a big thank you to those who work in customer service for a job well done.


THE average family spends less than 8 minutes eating breakfast, new research revealed.  The poll of 4,000 UK parents, carried out to mark the start of British Egg Week, found that the quarter of an hour dedicated to breakfast 20 years ago has now halved.  The research also discovered that families now shun the traditional sit-down breakfast with just a quarter eating the meal at the table, compared to 49% 20 years ago.  Of those surveyed 26% now sit in front of the TV with their breakfast on their lap.  Not eating a proper breakfast means 45% of Brits end up having a snack mid-morning, with crisps and biscuits the most popular choices. 

A spokesman for British Lion eggs, which carried out the study, said:- ''Increasingly busy lifestyles are impacting on families eating a proper breakfast which is vital for energy levels and concentration.  Eating a nutritious breakfast is essential, and it is well worth getting up 10 minutes earlier each morning to make sure you have time for a decent meal to keep you going throughout the day.  Not only will it keep your energy levels up so you are at your best while you are at work but it will stop you snacking on high fat foods.  'Eggs are especially good at controlling the urge for a snack as research shows they help to keep you feeling fuller for longer.''

The poll revealed that a lack of time could be the reason for no longer eating breakfast as a family as Brits today spend almost 19 minutes showering, getting dressed and doing their hair.  On top of that, another 15 minutes is spent making lunches and getting children ready to leave the house, leaving little time left to eat.

Public’s Views Influence World Heritage Plans

A MAJOR document which addresses key planning and conservation issues in Liverpool’s World Heritage Site is set to be revised following a public consultation exercise.

The proposed Supplementary Planning Document (SPD) for the site aims to give clarity to developers and encourage them to bring forward high-quality schemes while still preserving the city’s outstanding architectural heritage.  A total of 37 written responses from individuals and organisations were received during the 2 month consultation period, and there were a large number of points made during 2 public exhibitions and 10 presentations given on the issue which were attended by hundreds of people.

“We were very pleased with the level of response – both in terms of the numbers of responses and the constructive nature of the suggestions made. It shows the high level of interest and pride there is locally in the World Heritage site.  The whole purpose of the consultation was to get people’s views and suggestions, and wherever possible we have tried to incorporate them into the final document. In some cases this has not proved possible, as some were contrary to national and local policies and others conflicted with other suggestions.  One of the major issues we have had to consider has been the Liverpool Waters project. We have had discussions with Peel Holdings and now have a clearer understanding of what their plans are and will try to accommodate their proposal in a more flexible way.  Overall this is a very positive document which balances the need to preserve Liverpool’s unique architectural heritage with the encouragement of high quality developments.”said Councillor Peter Millea, Liverpool’s Executive Member for Assets and Development.

Among the responses were:-

• Unanimous support for the SPD’s overriding aim: “To provide a framework for protecting and enhancing the outstanding universal value of Liverpool – Maritime Mercantile City World Heritage Site, while encouraging investment and development which secures a healthy economy and supports regeneration”

• A broad consensus about strengthening regeneration aspects in the SPD. It is now proposed to give more emphasis to regeneration opportunities in the World Heritage site and its buffer zone and it includes more references to the positive aspects of new buildings

• General consensus that active uses in the docks should be promoted

• Great support for the importance of protecting key views while recognising that the city must evolve. It is recommended that the SPD should incorporate additional key views and landmarks buildings and provide greater clarity on how they will be considered

On the issue of tall buildings, there were conflicting views with some respondents opposing the principle of further tall buildings and others not wanting any restrictions on their location.  The SPD now identifies a location for a cluster of tall buildings at the site of the former Clarence Dock Buildings (Central Docks) – as well as previously identified sites in the Commercial District and the Southern Gateway – and a site for mid-rise buildings on the quayside north of Salisbury Dock and Collingwood Dock.

A number of organisations called for more use to be made of the World Heritage Site to drive investment, regeneration and tourism in the city. In response to this, a summit meeting of key decision makers in the city is to be held before the end of the year to look at this aspect of the site.  A bid has also been made for Heritage Lottery Funding to improve heritage education and interpretation.

The recommended revisions to the SPD will be considered by the city council’s Executive Board on 9 October 2009.

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