1. What is that? N.B. IPR are asserted on the contents of this presentation by Du Services CIC and associates in the Du-IT Consortium. Ring 0845 4501251 or email transport@du-services.co.uk for details.transport@du-services.co.uk

2. service design and animation Supply Side Design As a bus company my priority is: –Getting a vehicle to the bus stop on time Secondary Priorities –Clean Bus –Polite Driver Pre-Requisites –Route to be Profitable –Legal Requirements –Safety

3. service design and animation Demand Side Design As an individual my priority is: –Different on every journey. But may include –Cost –Reliability –Speed –Comfort –Accessibility –Variability

4. service design and animation To put it another way (Efficiency + Effectiveness) + (Usefulness and Usability) = Desirability E2+U2=D live|work

5. service design and animation Growth – Profits or Share? In a Static or Declining Market: –Market Share > Profit In a Growing Market –Profit > Market Share

6. service design and animation To improve Market Share Greater focus on Secondary Priorities: –Improved “Soft” Service Levels Cleanliness Helpfulness Quicker More Available More Accessible What is wrong with that?

7. service design and animation A Faster Donkey?

8. service design and animation Do we know what we want? "If I had asked my customers what they wanted, they would have said a faster horse.“ - Henry Ford

9. service design and animation The Blueprint Identify “Touchpoints” along service timeline Add Sensory Experience Add Current and Projected Resource Implications

10. service design and animation Example Blueprint: Making a Bus Journey Need to make a journey When to set off Ring Traveline Go To Bus Stop Wait for BusGet on Bus Sit on BusGet off Bus Go to final destination

11. service design and animation Example Touchpoint: Waiting for a Bus Sensory Experience Wet –No roof Unsafe –No Lighting –Graffiti Unsure –No Timetable Design Interventions Roof Lighting Remove Graffiti Timetable

12. service design and animation So why...... do we not have roofs, lights and timetables at every bus stop? COST – obviously But we seem content to provide a service which causes people to get wet, feel unsafe and unsure. What is the cost of that?

13. service design and animation What can Design bring? Whole System approach from User perspective Design around Touchpoints. Desirable Sensory Experience is a pre- requisite. Maybe we provide an alternative to bus stops

14. service design and animation Alternatives to Bus Stops Flexible Pickup Points Home Pickup Combine with Cafés and other indoor venues

15. service design and animation Even More Radical Working from Home Lift Sharing Taxi Sharing Ambulance Sharing

16. service design and animation Even More Radical Redesign entire Transport system around Demand-side Design

17. service design and animation Du Rules of Service Design Self-Auditing Elasticity Single Point of Entry – Multiple Points of Exit

18. service design and animation Flexibly Routed Registered Bus Service Voluntary Car Scheme Shared Taxi Scheduled Bus Service Scheduled Train Service Car Hire Car Club Lift Share Cycle Hire Walking Buddies Transport Toolkit Leisure Toolkit Environment Toolkit Health Toolkit

19. service design and animation Local Community Hubs Regional 24/7 Transport Call Centre *Clever Technology Box ™ C.T.B.* Recognises Caller’s Area Code and Time of Day and routes accordingly

20. service design and animation Hello there. I need to go from Wearhead and see my husband at West Park Hospital in Darlington tomorrow afternoon, any time before 6pm

21. service design and animation We have our minibus going there at 2.30 and returning at 6.15. The fare is £5.00 unless you have a bus pass

22. service design and animation Or a shared taxi which will cost from £10 to £30 but we can be flexible about the times.

23. service design and animation You know, I don’t know what I’m going to do. It’s all starting to get me down.

24. service design and animation Did you know there is a befriending service in the area? Shall I ask someone to call?

25. service design and animation Oh would you? That’d be lovely. Thanks

26. service design and animation Well you don’t worry about that. I’ll arrange it right now.

27. service design and animation Cross-Sector Benefit Analysis

28. service design and animation Patient Transport Education Rural Bus Subsidy Social Care Concessionary Fares Paying Passengers Identifying the Integrated Transport Budget

29. service design and animation Integrated Transport Budget Identifying the Integrated Transport Budget

30. service design and animation Integrated Transport Patient Transport Education Bus Subsidy Social Care Concessionary Fares Paying Passengers Development Costs Management Costs Identifying the Integrated Transport Budget

31. service design and animation Supplementing the Integrated Transport Budget Age Concern LSC Community Partnerships District Councils Chamber of Commerce

32. service design and animation Integrated Transport Budget

33. service design and animation Integrated Transport Patient Transport Education Bus Subsidy Social Care Concessionary Fares Paying Passengers Development Costs Management Costs

34. service design and animation How to get there from here Identify the driver (in this case, Du, a small social enterprise with big ideas) Draw in the experts (TORG is just up the road) Form an inclusive consortium (Du-IT) Persuade the partners Prove the business case Implement !

35. service design and animation Social Entrepreneurs Spotting gaps in the social market Designing joined up solutions Implementing schemes