Providing Accessible, Affordable and Reliable
Client Transport for North Area CHCP
North Area Transport Association (NATA)
In partnership with Glasgow North Regeneration Agency
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CONTENTS
1.
Introduction
2.
NATA Vision, Mission and Aims
3.
Our understanding of the project requirements
4.
3.1
Improved client transport
3.2
NATA’s proposal
Our Approach
4.1
5.
6.
Accessible, Affordable and Reliable
Our Methodology
5.1
Robust systems and processes
5.2
Added Value transport
5.3
Employability training
Our staff and volunteer resource
6.1
NATA key skills and qualifications
6.2
Staff and volunteer management
6.3
Equal Opportunities
7.
Governance structure
8.
Assets
8.1
Vehicles
8.2
Premises
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9.
Partnerships
10.
Customer satisfaction processes
11.
Pricing
12.
Environmental policies
Appendices
1.
Contact
2.
Vehicle Technical Specifications
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1.
Introduction:
Thank you for inviting North Area Transport Association (NATA) to
deliver this transport and employability proposal for the North Area
CHCP.
NATA is a thriving social enterprise providing community transport
services for vulnerable, socially excluded and disadvantaged groups
in North of Glasgow.
Since becoming established, demand for NATA’s services has grown
significantly. Over the last three years the number of return journeys
provided has risen from a handful of hires to over 36,000 journeys in
2006/7. As a successful young company, NATA is now in a position
to effectively respond to new market opportunities, in order to achieve
sustainable growth as a social enterprise.
NATA has built up an excellent reputation for its services and now
has a strong customer base in the North of Glasgow. It has a core of
47 member organisations that use its community transport services
on a regular basis, as well as a wider market of users who are not
necessarily members. NATA’s is currently building on its experience
and expertise in providing a comprehensive, efficient and effective,
community transport and escort service that is accessible,
affordable and reliable.
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NATA has robust systems and procedures in place to manage their
operations, finances and administration. As a social enterprise, the
organization is able to meet social needs through an enterprising
solution that blends commercial and non- commercial funding. This
flexibility allows NATA to work towards innovative solutions to
community transport needs and provide a flexibility of service
provision that can respond to local demand. It also allows NATA to
work towards the Scottish Governments ‘closing the opportunity
gap’.
NATA can deliver a high quality pilot project that will provide costeffective transport solutions, enabling users to access local health
services and facilities. We will work in partnership with Glasgow
North Regeneration Agency to deliver a dynamic local employability
programme. By utilizing this partnership, our robust management
systems, experience of providing demand responsive transport, and
fleet of fit for purpose vehicles, NATA can compliment the work of
North Glasgow CHCP transport to achieve the twin benefits of
efficiency savings and increased client satisfaction.
2.
NATA Vision, Mission, and Aims
“social exclusion reflects the existence of barriers which make it
difficult or impossible for people to participate fully in society” For
many, the existing transport system dictates the places that people
can go” (Social Exclusion Unit, 1998)
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NATA’s founding aim and ongoing vision is to promote participation
in society for all socially excluded target groups in north Glasgow by
providing accessible, affordable, and reliable community transport
that links effectively with local service providers.
NATA exists to provide accessible affordable & reliable community transport
services in the North of Glasgow to help those who are excluded & physically
isolated take part in community life & access essential services.
NATA’s works in partnership with local community organisations and
projects in the North Glasgow area, to help reduce the isolation and
disadvantage experienced by local residents who face difficulties in
accessing essential services and community facilities.
NATA’s core customer base is local organisations and projects that
buy its services on behalf of their clients. Those local community
organisations support the elderly, disabled, unemployed, vulnerable
children, young people ethnic minorities and other socially excluded
target groups.
NATA’s overall objectives for developing the Community
Transport Service are to:
 Enable increased access to essential services by socially
excluded and physically isolated groups.
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 Enhance the quality of life of excluded and physically
isolated groups.
 Increase the capacity of local organisations to make their
services available to excluded and physically isolated
groups.
 To work in partnership with public bodies to increase overall
community transport effectiveness
3.
Our understanding of the project requirements
3.1
Improved Client Transport
Community Health and Care Partnerships (CHCP’s) are the name
given to the new organisations created across Scotland to provide
community based and delivered health services. These include
amongst others, health visits, district nursing, mental health, and
children and families services. Glasgow’s CHCP’s are also
responsible for delivering local social care services.
NATA understands the areas covered by North Glasgow CHCP as
being:
Balmore, Balornock, Barmulloch, Blackhill, Cadder, Colston,
Dawsholm, Firhill, Gilshochill, Hamiltonhill, Kelvindale, Kelvinside,
Keppoch, Maryhill Park, Maryhill, Millerston, Milton, North Kelvinside,
Parkhouse, Port Dundas, Possilpark, Robroyston, Roystonhill,
Ruchill, Sighthill, Springburn, Stobhill and Summerston.
North Glasgow CHCP works closely with the local council, hospitals
and community groups to break down traditional barriers that exist
between community health, social care and specialist health
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services. It also works to strengthen partnerships with local
employability, education and leisure providers that have the common
aim of improving the health of local residents.
The CHCP aims to foster closer working relationships and better
information sharing between health and social work professionals
and local community support functions. With the aim of making it
quicker and easier for patients to access local health and community
care services. This will result in more streamlined and better coordinated services for patients with faster referrals and less delays.
Alex MacKenzie, Director North Glasgow CHCP:
“The new North Glasgow CHCP came into force on the 1st of April
2006. In the first year the emphasis will be on:
• Ensuring that patients, carers, members of the public, community
and voluntary bodies and staff have a voice in the design and
delivery of services.
• Producing an agreed plan for the future development of local health
and social care services.
• Helping staff from health and Social Work services work closer
together.”
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NATA’s understanding of the rationale behind this new commission
is simply that the North Area CHCP requires the provision of a more
efficient and effective transport service for its clients. To enable the
CHCP to deliver more accessible, affordable and reliable transport
links. NATA recognises that the North CHCP has a current twin
impairment of high cost client transport and an ‘escort drag’, which
requires higher grade workers to undertake non-essential escorting
duties, with the following negative impacts upon their core duties and
morale.
We understand that the CHCP currently relies on taxis and staff
vehicles to cover excess transport requirements that the main
transport services is unable to deliver. This is an expensive solution
that is not fit for purpose, financially or operationally. A more demand
responsive service is sought that combines value for money, better
management, and increased client satisfaction.
NATA also recognises that the CHCP requires greater flexibility from
its transport services to cover peak transportation times, such as
early morning and early evening. A flexible approach to transport
cover is sought, coupled with better management of the available
fleet.
3.2.
NATA’s proposal
NATA can deliver a robust and demand responsive transport service
that will provide added value, and which will be available at the peak
hours of CHCP demand. Our team has extensive experience in
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delivering high quality transport solutions to community organisations
within the same geographical boundaries as the CHCP. Our
operational systems are benchmarked against commercial transport
standards allowing us to effectively manage all aspects of our
service.
NATA can also deliver a complimentary intermediary labour market
pilot project to provide work placements and employment support for
local residents. This will be facilitated in conjunction with Glasgow
North Regeneration Agency.
NATA has the vehicles, operational systems and trained staff in
place to accommodate an additional pilot client transport service
without disrupting our current activities (See schedule in section 5.3).
Our vehicles are fit for purpose and we have strategic plans in place
to expand our fleet to meet the requirements of future tenders.
4.
Our Approach
4.1
Accessible, Affordable and Reliable
NATA can provide a high quality, added value, transport service at a
competitive cost using its unique competence in transport
management and its knowledge of the local area. This will enable
CHCP health professional to concentrate on their core functions and
reduce their reliance on taxi’s and other uneconomical forms of client
transport.
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NATA has the background and experience required to provide a high
quality professional service. It can deliver the following added value
solutions that will meet expected CHCP transport requirements:
Responsive, customer focused service
Reduced costs and value for money
Community Involvement
Local delivery expertise
Social Purpose
Employability benefits
Volunteer opportunities
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Responsive, customer focussed delivery
NATA can offer a demand responsive, flexible transport service. This
will be undertaken through a dedicated ‘hotline’ where health and
social work practitioners can contact NATA direct for their transport
requirements. NATA assumes these will be a mixture of advance
and more immediate bookings. We will add value to this service by
prioritising CHCP bookings over our current client organisations, and
by operating ‘door to door’ to avoid the problem of clients getting to
the transport and risks to personal safety. Our demand responsive
service will follow this ethos:
“Services that adapt their itinerary and timetable to suit a particular
transport demand.” (Transport for communities website)
NATA will operate a fleet of vehicles varying in size, from MPV’s to
16 seater buses. This allows all carrying aspects of CHCP transport
demands to be met. We will also provide trained escorts for those
journeys requiring them. Our professional customer care processes
will enable all client satisfaction issues to be dealt with internally by
NATA in a quick and efficient manner, freeing up management
responsibility for CHCP staff.
Reduced costs and value for Money
Community transport can bring an added value that private and
statutory operators do not. NATA can provide a replacement service
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for Taxis and other expensive transport options currently in use. It
also takes into consideration that NATA will manage the project
more efficiently with its bespoke transport operation skills than is
being presently done. Furthermore, CHCP staff, who had been used
previously as expensive escorts, will be freed up to do their core
work.
Community Involvement
NATA will actively increase their local volunteer base to compliment
our new services. We will also seek to provide a tailored
employability service for local unemployed residents that wish to
work in the health and transport industry.
Local delivery expertise
This refers to NATA’s wealth of experience from its Operations
Manager through to its well trained drivers. NATA has been
successful in operating a flexible community transport model and
can bring the skills harnessed from this to the CHCP transport
needs. The service will be provided from a local community
organisation that knows the north area of Glasgow. The majority of
its drivers and volunteers live within the CHCP. Their involvement in
the running of the project will help it develop to meet the future
requirements of the community.
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Social Purpose
NATA’s purpose, as set out in its mission statement, is to promote
inclusion in society by all excluded groups. This social purpose
allows NATA to provide flexible and responsive transport solutions
through its blend of commercial and non commercial funding. As a
social enterprise, NATA is committed to equality of opportunity and
diversity in all its functions.
Employability
NATA can provide added value as part of this service delivery by
offering local residents furthest from the labour market high quality
supported employment opportunities as drivers and escorts. This will
be done in partnership with Glasgow North Regeneration Agency.
While we will also facilitate mandatory CPC training for local
organizations to safeguard local transport jobs
5.
Our Methodology
5.1
Robust systems and processes
NATA has implemented sophisticated systems due to the growth of
the organisation. This includes a new flexible Travel Manager
system and streamlined contact management process. All the
systems assist in providing information that is transparent and easily
accessible. Altogether this allows NATA to focus on customer
service delivery.
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Booking system
NATA have a moved to a new electronic system which streamlines
the whole process, from generating quotes to automatically
producing invoices. In addition, the system allows vehicle and driver
rostering and scheduling which greatly assists in operational flow.
Employee holidays and sickness, Fuel Duty Rebate (FDR) reporting
and form filling, Working Time Directive (WTD) compliance and
vehicle maintenance are also main features of the system.
Database
NATA have put into operation a new sophisticated on-demand
customer relationship management system to assist in the
availability of information. It allows all contacts to be recorded,
important information and correspondences to be noted, relevant
documents attached and reports generated.
Financial systems
All financial systems have been moved from a paper-based system
to an electronic system. A purchasing order procedure has been
implemented and all incomings and outgoings are recorded.
Data capture system
A new data capture system as been developed and utilised to record
all statistical information regarding passengers. All information is
blinded and does not conflict with equal opportunities procedures.
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Daily log books:
All NATA vehicles are compatible with all relevant construction and
use regulations. All drivers carry out daily vehicle checks which
include visual checks for oil/water leaks, lights, brakes and other
serviceable equipment. Up to date records are kept for a period of
no less than 15 months.
5.2
Added value community transport (CT) services
NATA provides a high quality CT service to all its users based on
effective monitoring and evaluation. The activities of the project are
monitored daily and reviewed on a monthly basis to assess costeffectiveness and progress towards key targets.
A community transport recording system, based on a excel
spreadsheet is in place to monitor the pattern of demand, (e.g. no of
passengers, routes & mileage) and the condition of the buses. The
value of the service to CHCP user groups will be assessed through
regular customer feedback evaluation and through independent
evaluation and agreed improvements will be incorporated into new
product and process development.
The CHCP transport hotline
NATA will provide a dedicated telephone ‘hotline’ for CHCP
bookings. This will be made available to all CHCP personnel
involved in booking transport for patients. The hotline will be
available between NATA’s office hours, and advance bookings will
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be able to be registered out of hours on an answer phone or by a
dedicated email address.
In the event of a successful trial period NATA has investigated the
possibility of providing a dedicated CHCP web based booking
system. This has been demonstrated to be feasible and may prove
to be a very useful resource for CHCP personnel.
5.3
Employability Training
NATA will implement a pilot intermediary labour market project that
will provide work placements and employability support to 8 local
residents. This would be delivered in partnership with Glasgow North
Regeneration Agency. It will be a 13 week pilot that will target young
people and adults requiring employability support.
Trainees will work full time with NATA as training drivers/ escorts
and administration assistants. They will receive comprehensive
support to help them develop their core skills. The escorts can gain
comprehensive training by working on CHCP transports. This will
reduce the ‘escort drag’ that the CHCP is currently experiencing.
Which involves forcing higher grade workers to take part in nonessential escorting duties, impacting on the time qualified social
workers and practice team leaders have to so their jobs.
Participants will be able to increase core skills, confidence and
employability, while also improving their chances of finding and
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sustaining work in transport related occupations e.g. bus driver,
warehouse jobs, tele-handler, and self employed haulage.
Employability Programme
Trainees will work as full time employees alongside qualified drivers
and volunteers and will receive comprehensive support, including
training and employment guidance via GNRA and vocational training
and personal development support via NATA
The new training will be managed by NATA staff with the following
qualifications.
 SVQ Level 3 in Bus and Coach Driving Instruction
 Bus and Coach Training Certificate for PCV Driving
Instructors
 The Royal Environmental Health Institute of Scotland
(REHIS) Elementary Health and Safety Award
 Institute of Occupational Safety and Health (IOSH) Managing Safely
 Institute of Occupational Safety and Health (IOSH) Working Safely
 Institute of Leadership & Management (ILM) - Certificate
in Team Leading
 NEBS Management - Introductory Certificate in
Management
 Certificate of Professional Competence - Passenger
Transport Operations
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 Certificate of Professional Competence - Road Haulage
Operations Module 1
 SVQ Level 5 in Management
 Certificate in Management - Modern Apprenticeship
 City in Guilds for PCV Driving Instruction
 NVQ Certificate for Assessing of Candidates
CPC training
A recent European directive, effective from September 2008, rules
that all drivers must hold a new qualification (a Certificate of
Professional Competence - CPC). NATA is in a unique position to
provide for the increased demand for good quality driver training that
this is likely to generate means that which increases the amount of
knowledge that drivers need before they can drive.
The qualification involves a four hour theory test and a two hour
driving and practical test. All drivers, new and existing, will then
have to undertake ‘Periodic Training’ (at least 35 hours of training
every five years to ensure that their Driver CPC is current). In order
to deliver this training NATA will register as an approved training
centre with the Joint Approvals Unit for Periodic Training (JAUPT).
NATA will work with the local Regeneration Agency to market a
customised CPC programme to employees in North Glasgow whose
jobs may be at risk. GNRA estimates that approximately 50 local
employees who have been placed by them may require training for
this qualification to sustain their jobs.
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6.
Our Staff and Volunteer Resource
6.1
NATA key skills and qualifications
NATA is a growing social enterprise and it has been successful
partly because of its range of skills and expertise of its management
staff.
Management Profile
General Manager: Has a wide range of skills and qualifications
relevant to managing and delivering community transport including:
 17 years experience in the management of public/community
transport operations
 11 years line management experience - fully trained in all
management procedures
 Professional transport qualifications relative to running a
transport organisation and fully qualified to hold an operators
licence for commercial transport provision
 Tertiary education includes current course Executive MBA at
Glasgow Caledonian Business School – Masters in Business
Administration
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Marketing Manager: Has vast experience in marketing and
communications which facilitates the increase in take up of services.
Their skills include:
 Over 6 years experience in all aspect of the Marketing and
communications mix
 Vast experience in customers services
 High level of IT expertise
 Sound knowledge and experience of successful office standard
operating procedures
Board Members:
 One of our directors has been extensively involved in the
provision of heath related services.
 We have long standing committee members that bring to
NATA extensive management experience.
6.2
Staff and volunteer management
NATA recognises the important role that investing in people plays in
the delivery of quality services and places a high priority on providing
development opportunities for staff and volunteers.
We have comprehensive policies and procedures for recruiting and
managing staff and volunteers. Integrated systems are in place for
individual staff support and development plans, fair and transparent
recruitment practices and communication with staff and volunteers
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regarding business planning and operational activities. NATA
received IIP accreditation in March 2005 and has qualified for annual
renewal since then.
NATA operates with a strong core of 8 regular volunteers and
intermittent support from a further 6 individuals. We aim to increase
the pool of volunteers to 20, including 15 drivers, and to maintain an
active core of at least 6 at any one time.
Community Transport provides an ideal ground for the activities and
aspirations of volunteers. Most people volunteer because they want
to feel useful and to take part in something that obviously helps
people and supports them in a practical way. NATA volunteers are
trained to be excellent drivers and friendly, competent escorts and
receive a lot of praise for their work from users of the service.
As part of their induction, volunteers are provided with support
programme covering driver and escort training, customer care,
health and safety, passenger assistance and social care training
programmes. In addition to developing their skills, qualifications and
employability, volunteers get the chance to meet more people, make
new friends and benefit from social network support.
The recruitment and management of NATA’s volunteers is the
responsibility of the General Manager supported by the full time
driver/assessor. Structured volunteer placement opportunities are
available for up to 4 full time equivalent driver/escort posts at any
one time.
Future development plans include building on NATA’s
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capacity to provide an increased number of structured volunteer and
training placements.
Links are in place with Glasgow and East Dunbartonshire volunteer
centres to facilitate the recruitment and ongoing development of
volunteers and with the local Regeneration Agency to provide
training opportunities for our staff and volunteers.
6.3
Equal opportunities
Accessible Community Transport
The organization and delivery of community Transport services
should recognize the different backgrounds and needs of all users,
ensure that all users receive and equitable service, increased
knowledge and understanding of equal opportunities, and should
encourage all users to develop their full potential.
 During the advice and booking process, ensure that users are
fully aware of the widest possible range of realistic
opportunities available.
 Use a method of communication that is appropriate to the user.
 Be prepared to discuss and if necessary challenge
stereotypical ideas offered by users.
Staff Training
To develop an in-service training programme for all staff to promote
awareness of equal opportunities issues and procedures which will
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lead to commitment to policy and provide the appropriate skills to
meet and deal with intolerance successfully.
 Induction programmes to include information concerning the
Equal Opportunities Policy and Code of Practice.
 Training to improve knowledge, understanding and confidence
to challenge stereotypical and unlawful attitudes and
behaviours.

Review Equal Opportunities developments on a regular basis
and be provided with updated training where appropriate.
7.
Governance Structure
Effective management of the community transport company is the
responsibility of
development.
NATA directors, who oversee its strategic
There are currently two sub-groups, including a
finance and personnel committee, help to ensure value for money
and effective management of people and policy issues.
The General Manager has responsibility for the day-to-day running
of the community transport service, supported by a Marketing
Development Manager, 1 full time Driver/ Assessor and a pool of 8
volunteer drivers/escorts, and a part time administrator.
The NATA management structure is outlined below. The General
Manager is responsible for the overall running of the Company and
for ensuring efficient operations and accountability to the board. The
General Manager provides support and guidance to all other staff
working with the drivers, our core ‘front-line’ employees to ensure the
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continued delivery of high quality transport with the Marketing
Development manager and Admin/Finance Assistant to form a small
business team.
Figure 1: Management Structure:
NATA BOARD
Subsidiary
Trading
Company
Marketing
Manager
Personnel &
Finance
Committees
General Manager
Full Time Drivers/
Midas trainers
Admin/finance
Assistant
Part time
Drivers/escorts
Trading company subsidiary
NATA is in the process of setting up a subsidiary trading company.
This pilot will enable NATA to test market new services as part of the
trading company delivery.
8.
Assets
8.1
Vehicles
NATA currently owns 3 x 16 seater, fully disabled-accessible minibuses (fitted with lifts), 1 x 14 seater mini-bus, 1 x people- carrier
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and one mini coach sponsored by the Evening Times Gannett
Foundation. In September 2004, as a result of increased demand
and strong early growth, NATA successfully negotiated the lease of
another 2 x 16 seater accessible buses.
In addition to the above vehicles, NATA also leases vehicles at times
of peak demand where this rental charge is cost effective. NATA is
awaiting confirmation of match funding from the Big Lottery to allow
us to purchase a further two buses. This flexibility in carrying
capacity will allow NATA to provide responsive capacity for CHCP
requirements, while still providing the essential transport services to
its current clients.
All NATA vehicles are compliant with DDA legislation as well as
regulations from the Vehicle Operator’s Services Agency,
Department of Transport (DoT). NATA has been successful in
receiving the Investors in People quality standard in recognition of
our work within the project.
Vehicle Maintenance
The vehicles currently used are compatible with all relevant
construction and use regulations. All drivers carry out daily vehicle
checks which include visual checks for oil/water leaks, lights, brakes
and other serviceable equipment. Up to date records are kept for a
period of no less than 15 months. Our maintenance is carried out by
outside contractors who conduct servicing and also safety
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inspections to the standard expected by the Department for
Transport in relation to vehicle checks/safety.
All vehicles are within current health and safety regulations and have
their own risk assessments done on a periodic basis to ensure that
we can provide not only reliable transport but also continued safety
in transport.
Driver assessment and training
NATA drivers must be at least 21 years of age, preferably 25 and
must hold a full UK licence with no significant endorsements.
Driver training and assessment is provided by NATA to the CTA’s
“MIDAS” standard. All drivers, including volunteers, must undertake
disclosure checks and complete a detailed registration form that
includes information on health and accident and insurance claim
history.
As part of the assessment process, drivers are taken on a 5 mile test
route covering a variety of road conditions and driving skills. During
this test, drivers must demonstrate:
 Adequate vehicle checks
 High standard of road safety
 Proper use of driving controls
 Correct use of road positioning
 Awareness of other road users
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NATA offers a high standard of training tailored to the individual
needs of participants with on-site support and assessment. Drivers
seeking to work with NATA are provided with tailored training
programmes to ensure that they comply with best practice.
8.2
Premises
NATA’s premises incorporate a garage, parking bays and integrated
office/ training facility. These areas allow the organization to carry
out its core functions of community transport and provision of training
at a central location.
All vehicles under NATA’s care are parked within our industrial unit
for security and also to avoid damage done by weather and adverse
conditions.
NATA complies with all relevant health & safety policies and follows
a strict programme of maintenance and safety checks on its fleet of
vehicles. Its premises, including the integrated office and garage
base with its indoor vehicle parking bays are also well-maintained.
9.
Partnerships
NATA is a founding member and active participant in the Community
Transport Glasgow Operators Group which also represents other
community transport projects in Castlemilk, Drumchapel, Pollok and
BEAT.
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Community Transport Glasgow Operators Group (CTGOG) seeks to
develop quality collaboration, and innovation in the community
transport sector in Scotland. Membership of and engagement with
CTGOG has provided NATA with vehicles at times of high demand
thereby enhancing NATA’s ability and reputation to be flexible in
response to customer requirements whilst maintaining an affordable,
reliable quality transport service.
Strong working links have also been established with other
stakeholders including;
 North Glasgow Volunteer Network
 Glasgow North Regeneration Agency (GNRA)
 The Local CCP
 CEiS (Community Enterprise in Strathclyde)
NATA will be working in partnership with GNRA to deliver an
employability programme for the North of Glasgow. GNRA will also
continue their general capacity building support to enable NATA to
consolidate and strengthen existing services and expand new
contracts. CEiS will be undertaking a comprehensive full cost
recovery exercise with NATA to reflect the true cost of this and future
tenders.
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10.
Customer satisfaction processes
NATA has an excellent track record in communicating with
customers and other stakeholders, for example, hosting regular open
meetings and the production of an informational DVD for the
community. NATA is an equal opportunities employer and all policies
are in place, including customer care training procedures. We have
been successful in receiving the Investors in People quality standard
in recognition of our work within the project. Our buses are fully
accessible therefore meeting the needs of people with additional
support needs and elderly.
We carry out regular customer surveys and project evaluations and
hold consultation events with our key stakeholders. Customer
feedback is always welcome and customers can contact NATA via
telephone, email or through the online general enquiries form.
Customer complaints procedures:
 Initial contact should be made with the relevant staff at NATA
 Following the discussion over the telephone, all complaints will
be resolved immediately, if possible
 If complaints cannot be resolved immediately they must be put
in writing to the Senior Officer in charge of day to day
operations
 When received the complaint will be logged
 The senior officer will then investigate the complaint fully and
reach a satisfactory resolve to both NATA and the complainant
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 If a satisfactory resolve cannot be reached the senior officer
will pass the complaint to the Board of Directors who will in turn
investigate and act appropriately on their findings
 All of the above procedures will be followed to the latter and
concluded within 7 days of receipt of complaint letter
 A complaint against a staff member should be addressed
directly to the Senior Officer who will deal with it in accordance
with the above procedures
 If the compliant is against the Senior Officer it should be
addressed to the Board of Directors for investigation
In all cases the decision of the Chair (Board of Directors) will be final.
Customer service records
All customer service records are kept recorded with the relevant
contact in the new booking and database system.
11.
Pricing
In delivering the above proposal, particularly the hotline service,
NATA can guarantee that the equivalent of at least one 16 seater
(disabled accessible) vehicle and one people carrier for transporting
smaller groups/individuals will be available at all times for CHCP
clients.
Where there is a requirement to deliver a number of CHCP journeys
simultaneously, NATA will have access to its own additional vehicles
during off-peak hours and will have access to leased vehicles during
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peak hours to ensure a responsive and reliable service. NATA is
currently negotiating the use of two 16 seater mini-buses owned by a
local childcare organisation in return for assisting the childcare
organisation with management of the buses.
Based on the full time use of one 16 seater disabled accessible
vehicle, assuming that at least 30% of bus journey’s will include
some wheelchair passengers, and will carry an average of 10
passengers per client journey, NATA estimates that it can
accommodate up to 392 client journeys per week, in relation to
transporting groups of passengers to day care centres, health
services and other CHCP activities. A client journey is defined as
one person traveling back and forwards to their destination.
The people carrier owned by NATA can accommodate up to 5
passengers. We estimate that at least 30% of the people carrier
journeys will transport a single individual. Based on this estimate we
can accommodate another 20 client journeys per week using the
people carrier.
12.
Environmental policies
Our minibuses use low emission diesel and are maintained to high
standard to help the environment. Minibuses cut down on individual
modes of transport i.e. taxis and private cars. A community transport
system is better placed to provide transportation than groups having
their own vehicles on the road and not using or even maintaining
them effectively.
North Area Transport Association
3
Appendix 1
Contact information
Main Contact name:
John Blake
Address:
Balmore Industrial Estate
Glentaner Road
Glasgow
G22 7XS
Tel Number:
0141 336 4415
Email:
[email protected]
Website:
North Area Transport Association
www.natatransport.co.uk
1
Appendix 2
Vehicle Technical Specifications
Vehicle 1: Vauxhall Zafira people carrier
Model
Zafira Club CDTI 120
Type
MPV
Date first registered:
25/11/2005
Registration number:
SH 55 VWK
Layout:
Can accommodate up to 5 seated
passengers; seat belts for every passenger
Passenger lift:
No
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
North Area Transport Association
2
Vehicle 2: Mercedes
Model
Sprinter 311 CDI LWB
Type
Mini-Coach
Date first registered:
12/09/2006
Registration number:
SF 56 GOH
Layout:
Can accommodate up to 16 seated
passengers; seat belts available for every
passenger
Passenger lift:
No
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
Vehicle inspection
9-weekly
checks
North Area Transport Association
3
Vehicle 3: Volkswagen
Model
LT46
Type
Mini-Bus
Date first registered:
12/01/2004
Registration number:
SF 53 LVY
Layout:
Can accommodate up to 16 seated
passengers; seat belts available for every
passenger; or up to 2 wheelchair users and
13 seated passengers
Passenger lift:
Yes
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
Vehicle inspection
9-weekly
checks
North Area Transport Association
4
Vehicle 4: Ford
Model
Transit
Type
Mini-Bus
Date first registered:
13/03/2002
Registration number:
SA 02 EKO
Layout:
Can accommodate up to 14 seated
passengers; seat belts available for every
passenger
Passenger lift:
No
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
Vehicle inspection
9-weekly
checks
North Area Transport Association
5
Vehicle 5: Volkswagen
Model
LT46
Type
Mini-Bus
Date first registered:
12/01/2004
Registration number:
SF 53 LVZ
Layout:
Can accommodate up to 16 seated
passengers; seat belts available for every
passenger; or up to 2 wheelchair users and
13 seated passengers
Passenger lift:
Yes
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
Vehicle inspection
9-weekly
checks
North Area Transport Association
6
Vehicle 6: Ford Transit
Model
Type
Mini-Bus
Date first registered:
12/2007
Registration number:
Layout:
Can accommodate up to 16 seated
passengers; seat belts available for every
passenger; or up to 2 wheelchair users and
13 seated passengers
Passenger lift:
Yes (ramp)
Insurance type
Comprehensive
MOT
Annual
Vehicle service
Annual
Vehicle inspection
9-weekly
checks
North Area Transport Association
7