FORS Annual Report 2017

2017REVIEW

GSAGThe Governance and Standards Advisory Group (GSAG) is established by the FORS CommunityPartnership (FCP) to support and advise it on matters concerning the requirements set out in the FORSStandard. We would like to thanks the following organisations who made up GSAG in 2017:In addition we are grateful to Skanka, City of London, High Speed Two, Transport for London,Association of North East Councils and Tideway who form the FORS Executive Group.

CONTENTS 2 4Welcome to the FORS 2017 review 6Listening to members 8Performance matters 102017 milestones 11FORS membership 12Helpline 14New services, new benefits 15FORS Professional 16FORS audits 18Members’ Conference 20Upholding the FORS Standard 21Speaking up for FORSLooking forward

Welcome to the 2017 FORS review You’ll see in the pages of this John Hix, Director, FORS review the huge commitment FORS Community Partnership operators and specifiers are making to improving the safety of our communities and the reputation of road transport operators.It’s not a FORS rule to display the FORS logo (although Our FORS Members’ Conference received hugemany clients require it), but it is a very public statement support for the second year running and we reportedof working to the very best safety and environmental at the event our focus on making sure operators arestandard. I see the logo everywhere and it's a great way maintaining the Standard, not just at audit but everyof introducing FORS to people who know little about single working day, every time a wheel is turned.it. It’s never too long before they come back and tell Compliance with the FORS Standard is key and ourme they are now spotting FORS vehicles all over the compliance and enforcement procedures now setcountry. out clearly what can happen if operators avoid their obligations.I am pleased to say there is a steady and ongoingstream of organisations working towards their Bronzeaccreditation. Particularly impressive is the largenumber of Bronze operators progressingthrough the FORS accreditation levels –some 264 moving from Bronze to Silver and59 from Silver to Gold in 2017. There is moreabout this on page 10.2

The FORS team has developed and introduced So on behalf of all of the FORS team, members anda whole raft of new member benefits, including a champions, I hope you enjoy reading about our 2017brand new Practitioner workshop and the Practitioner activities and achievements. I have no doubt at all thatRecertification course. There are new eLearning the FORS community will continue to drive forward bestmodules on Smart Driving, Smart Deliveries, two practice standards well into the future.LoCITY eLearning modules, TruckSmart, Security andCounter Terrorism, Road Risk Champion and CollisionInvestigator. We have introduced insurance discounts,a FORS branded fleet management system and a driverlicence checking service. You can find out more aboutthese on pages 12 and 13.­ 3

Listening to members In 2017 FORS undertook market “There are benefits for research to find out how you, our the whole company. It provides access to members, think we are doing. contracts and keeps us upWe were keen to understand your reasons for joining to date with developmentsFORS, what aspects of the scheme bring the mostvalue for money and benefits to your business and, in the industry. FORS hasimportantly, what we can do to improve FORS. helped us to grow and putWhy you join FORS us on the map more than we were.”You told us that you joined FORS for three primaryreasons; business, safety and image. Value for money and benefitsIn business, you said that FORS gives you Your views on value for money were, on the whole,a competitive edge, it is becoming more of a positive. You said that FORS value is enhanced bycommercial necessity and because specifiers our training offering and other benefits and notedincreasingly see the value of using FORS accredited that you can’t put a value on the safety elements ofoperators, it is an important factor when bidding for FORS. 61% of you said that FORS accreditation gavenew business. your company extra business.Those of you naming safety as a key driver for joining Over two thirds (69%) of you were aware that thesaid that this is because FORS reinforces your own FORS Standard has been adopted beyond Londoncompany’s safety ethos, you have a duty of care and the South East.for others and that FORS helps you to achieve thehighest standards. 86% of you felt that FORS auditors are generally helpful and knowledgeable and over three quarters ofYou also said that FORS helps to provide credibility you felt that the audit process is clear and transparentand confidence, it is a prestigious badge and the logo and that audits are always conducted to a consistenthelps to set you aside from other, less compliant, standard.operators. “FORS ensures all our vehicles run to high standards which make everyone a lot safer and drivers feel much better.”4

Top three benefits of “Everybody here lovesFORS accreditation FORS and thinks it’s the best thing we ever did • Access to contracts because this is our first • eLearning for drivers year without any accidents • FORS Practitioner workshops so it’s worth every penny.” What can we do to improve? “It gives us a competitive advantage by making our Overall feedback was very positive in terms of the benefits of FORS, its commercial advantages, training vehicles compliant, our and overall value for money. As part of the market drivers more aware and research you also gave us some valuable insights into showing we have a duty of how we can make FORS even better and improve care for other road users. your experience of the scheme. It also means we have There were some key areas you thought we could a greener fleet and care improve on. These include clearing up any confusion about our environmental over the differences between CLOCS (Construction Logistics and Community Safety) and FORS, as well footprint.” as making sure that we continue to engage with local authorities and specifiers outside of London and 5 continue to promote FORS as a national scheme with benefits available for operators across the UK. A common suggestion was to make the scheme less administration-heavy, less time-consuming and accreditation easier to manage. So in 2018 we will look at ways to make the registration and accreditation process simpler and more accessible to more fleet types. You told us that separate Bronze, Silver and Gold audits feel unnecessary. In 2018 we will take the opportunity to review the audit process. Thank you to all our members who took part in the research. Your views are very valuable to us and will help us to shape the scheme to meet your needs.

Performance matters FORS best practice, improved 31% MPG improvement, 44% less vehicle standards and driver incidents & 22% less CO2 training have resulted in “FORS is now a fundamental part of our measureable improvements in business, not just for the direct benefits we can members’ operating performance. achieve as a business, but as an indicator of the standards we work towards. Our membership ofFORS remains ever focused on the monitoring FORS is now an essential part of our tenderingand promotion of best practice. Road safety, fuel procedure, we encourage our suppliers to be partefficiency, reductions in traffic incidents and collisions of FORS as a basic requirement, and we applyformulate the core values of FORS. The latest data the method statements and company policies thatfor 2017 reveals that members have benefited we have developed via the scheme to all of ourfrom reduced fuel consumption and involvement incollisions and increased safety, compared to 2016. depots, not just in London” David DeMore Fleet Compliance Manager Herts Traffic ManagementFuel consumption 36% less PCNs & 80% less incidentsFORS mandates training for drivers, designed toensure they drive safely and economically. Amongst “FORS has helped us achieve complianceFORS Silver and Gold members* we observed a and safety. We have managed to reduce oursix per cent improvement in fuel usage - significant accidents/incidents by 80% compared to ourimprovement as fuel prices continue to trend upward. baseline year. We achieved this by making sure we always selected the best route possible to allSafety and collisions our sites and we plan ahead before leaving theFORS is also proud to report that members have yard”noted an ongoing reduction in the number of trafficincidents and collisions relating to both damage Clive Morrisonly and injury collisions*. This can be attributed to Transport Managerthe focus FORS places on training drivers on best TJ Hammond Transport Ltdpractice, and equipping fleet managers with theknowledge and skills to operate and manage safe androadworthy vehicles.*Statistics drawn from 200 Silver and Gold members operating 3,686 vehicles6

PERMFOATRTMEARNS*CE REDUCTION ! REDUCTION 8%IN PCNs REDUCTION IN DAMAGE ONLY, 15%IN CO2 SLIGHT AND SERIOUS IMPROVEMENT 6%INJURY INDICENTS IN MPG 6%58% reduction in PCNs & 19% reduction in incidents“Since achieving Silver accreditation we have seen an increase in our client base, I’m looking forward tobecoming a Gold member”Mark SmithTransport and Logistics ManagerPunchards Haulage Ltd 5% less CO2, 12% less incidents & 10% less PCNs “The benefits gained from FORS, including greater road safety, reduced carbon emissions, better training and overall awareness will pave the way to a safer and more sustainable future. We are committed to continual improvement and aim to lead from the front to promote the FORS Standard and encourage other companies to work collaboratively and also adopt FORS. ” Josephine Allman Head of Camden Accessible Travel Solutions Camden Council 7

2017 milestones t 600 FORS and its members have achieved many great milestones in 2017, including the 800th Silver member, 200th Gold member and 800th FORS Practitioner, and we were delighted to be highly commended in the Annual Fleet Safety Awards for the Road Safety in the Community award. 27 January 600th FORS Practitioner awarded 29 March 19 July FORS Passenger Light Vehicle Working Working Group launched Group initiated 200 10 April 12 July 700 FORS Driver Licence 200th Gold member Checking Service accredited launched 25 April 4 July 1st Edition of the 1st “FORS Webinar Standard magazine launched: Introduction to FORS published 29 June 9 May Smart Driving 1st Middle East eLearning launched operator accredited 7 June 30 May Collision 700th FORS Management training Practitioner awarded launched8

10 August 800th Silver member accredited 800 20 September TruckSmart training launched 17 October 2nd National FORS Members’ 27 September 800th FORS Practitioner awarded Conference 28 September 17 October FORS is highly commended in the FORS Fleet Management Annual Fleet Safety Awards for System and FORS Audit the Road Safety in the Community Toolkit launched Award 31 October 2018 Smart Deliveries training launched 5 December Managing noise in logistics workshop launched 20 December Security and counter terrorism eLearning launched 9

FORS membership:adding strength adding numbersFORS continues to grow and by theend of 2017 there were 4,654 FORSaccredited organisations. This isbacked by a strong pipeline of around500 registered companies at any time. 3,518 897 239Progression from Bronze to Silver and from Silver to Accredited membersGold was strong in 2017 with 264 new companiesbecoming Silver accredited and 59 becoming Gold FORS has continued to spread across the UK andaccredited for the first time. there is strong evidence of regional growth. Growth rates in Scotland (24%) and Northern Ireland (50%)A growing scheme needs a strong membership system are substantial and there is steady interest fromand in 2017 we improved both our system and the companies in Wales, the Midlands and the North West.processes we follow to ensure that our membersmaintain their accreditation before their existing In 2017 the international footprint of FORS grew, withaccreditation expires. a 17% increase in the number of companies outside the UK being accredited. We also welcomed our firstThis has involved taking a tougher line over lapsed members from Spain and Qatar.accreditations, and while some members have fallenout of the system, the majority have come back intoFORS and have been offered support through theFORS Helpline to do so.FORS UK 1 6 1 4612 3 3 Qatar 5 3 4 1 1 3 22 1 4 11 FORS INTERNATIONAL10

Helplineandard v4.0 The Helpline is the nerve centre of FORS. The team is here to help you manage your accreditation and deal with membership and progression queries. In 2017 a staggering 20,992calls and 43,176 emails were handled.20,992TOTAL CALLS IN 2017 HELPLINE TOTAL EMAILS IN 2017 43,176QUESTION: I forgot my login QUESTION: I would like to progress from Bronze QUESTION: When will I get thedetails for eLearning, what to Silver - what do I need to do? results for my Bronze audit?do I do? ANSWER: In order to achieve Silver ANSWER: You should receiveANSWER: You can reset your accreditation, you need to ensure your Bronze your audit results within 10password online at accreditation is valid and submit evidence to working days of the audithttps://www.fors-online.org.uk/ support your Silver application by using the taking place.cms/login-forgot-wp/ If you FORS evidencing system. Your Bronzecannot remember your accreditation must have at least 30 daysusername, please call the FORS validity at the time of submitting evidence forHelpline on 08448 09 09 44. Silver approval.QUESTION: I forgot/lost my QUESTION: How do I book anpassword/login details for audit?FORS online, how do I reset ANSWER: Go to the FORS Auditthe password? Toolkit for a step-by-stepANSWER: There is a ‘Forgotten guide. Once you havepassword’ facility which allows requested an audit, theyou to reset your password auditing team will be inonline. Use this if you contact within 48 hours toremember your user name con rm date and time of audit.which is the email addressyou used when you registered 17with FORS. 11

New services, new benefits 2017 saw the introduction of some FORS Fleet Management System great new FORS services, tools and training all designed to help The FORS Fleet Management System (FORS FMS) was unveiled at the second FORS Members’ members meet the requirements of Conference. Powered by the FORS Standard. FleetCheck, FORS FMS is a cost-effective fleetFORS Driver Licence Checking management solutionService tailored specifically to support FORS members across the UK.In July 2017 we teamed up with Licence Bureau It has been designedto provide FORS members with the driver licence as a comprehensivechecking service at a discounted rate. The service platform enabling completehelps fleet operators to manage vehicle, driver and organisation management. Itsrequirements around risk-basedlicence checking, ultimately intuitive design suits fleets of all sizes, providingensuring they are running a legal a robust audit trail and total peace of mind.and safe workforce. The key features will enable transport managersYou can request a quote to plan their vehicle maintenance and inspection,from the FORS website, with manage driver development, monitor fuelpreferential rates available for consumption and emissions and allow for theall FORS members. collection of reliable performance data.FORS Audit Toolkit The toolkit provides operators with an understanding of:Dealing with the FORS Bronze audit shouldn’t • The common reasons for audit failurebe too daunting but if you have never undergoneone, help is at hand. The audit toolkit is designed • What is needed for the audit and who needs to beto assist operators preparing, requesting and thereundertaking their Bronze audit. • What to do with the results As well as providing examples of the kinds of documents the auditor will expect to see, the toolkit sets out what happens if you pass, pass with comments or fail your audit. The toolkit is available on the FORS website.12

Training - what’s new? Alongside this we have introducedWe know that training and professional development Fleet Management Essentials: a one day CPCis important to you and in 2017 we invested heavily in refresher style course delivered by the Chartereddeveloping our training offer for both managers and Institute of Logistics and Transport (CILT) and thedrivers through the FORS Professional brand. new Going for Silver and Gold workshop for those looking for help to progress through levels of FORSTwo new, seven hour Driver CPC accredited courses accreditation.were added to the FORS Professional programme.TruckSmart, aimed at commercial HGV drivers, We also totally revamped our eLearning offer infocuses on the importance of driving roadworthy 2017. Eight brand new modules were developed andHGVs and the role of the driver in ensuring that introduced. For managers we now have LoCITY: Timevehicles and loads are safe and legal at all times. to look ahead, Road Risk Champion and CollisionLoCITY Driving is aimed at both van and HGV drivers, Investigator, and for drivers we have introduced Smartas well as transport managers and is designed to Driving, Smart Deliveries, LoCITY: Time to clean up,educate them in how to cut costs and minimise the TruckSmart and Security and Counter Terrorism. Inenvironmental impact of their fleet and the vehicles addition to the new modules we also updated thethey drive. Cycle Safety module.The FORS Practitioners qualification, first introducedin 2012, is valid for a period of five years. In 2017some of our very first Practitioners reached thatfive year point and undertook our new, one dayFORS Practitioner Recertification workshop whichis a refresher of the whole Practitionerseries. We also introduced a We now have a total of three manager and seven tenth workshop into the FORS Practitioner series driver modules available as well as High Speed Twoto help you to manage the impact of noise in your (HS2) online driver training. All eLearning can beoperation. accessed through the FORS website. 13

FORS Professionalard FORS Professional is a comprehensive package of essential training for managers and drivers, delivered with cutting edge content to help operators meet the FORS Standard.Your commitment to improving community safety, 1,000 managers attended at least one Practitioneroperational efficiency and your impact on the workshop.environment was reflected in 2017 with over 27,000drivers completing FORS driver training courses. All FORS Professional training is fully approved and meets FORS, CLOCS and Transport for London'sIn addition, over 122,000 drivers and managers (TfL) Work Related Road Risk (WRRR) requirements.undertook our range of eLearning modules and over QUALITY TRAINING IN 2017 eLearning FORS New Courses Practitioner 122,407 eLearning Fleet management modules undertaken 218 Free workshops essentials 3 Manager modules FORS Practitioner 7 Driver modules 1,007 Managers Recerti cation including 3 safety-related trained Going for Silver and modules: Gold - Cycle Safety 4,605 Individual Managing noise in - Van Smart attendances logistics workshop - Smart Driving Collision management Driver - Road Risk Champion Training Collision management - Collision Investigator 27,158 Drivers trained: LoCITY Driving - Safe Urban Driving - Van Smart - TruckSmart - LoCITY Driving14

FORS audits Building and maintaining an audit team of skilled transport professionals is key to ensuring thatthe FORS audit process is robust and provides a helpful, independent view of the processes and procedures used in the operation of your fleet.In 2017 we held two auditor conferences to ensure assurance teams and FORS approves them sothat our auditor community are on-message and able that they can deliver FORS audits across their ownto provide you with the best advice. depots. Our training and quality checks ensure that WFA audits are conducted to the same rigorousWe also upskill auditors in organisations that have standard as those delivered by our own team.achieved FORS Whole Fleet Accreditation (WFA).WFA organisations have their own internal qualityIMPARTIAL, EXPERT AUDITORS IN 2017... TOP 3 PIECES OF ADVICE FOR AUDITS:64% First time pass rate for 2. Book yourBronze initial audits     audit in plenty of63% First time pass rate for timeBronze re-approval audits4,132 Bronze audits 1. Read the FORS 3. Prepare a paper or1,116 Silver audits Standard before electronic le of your236 Gold audits each audit policies in the same order as the FORS Standard 2017 TOP 5 REASONS MEMBERS FAIL AN AUDIT: D4: Professional Development D7: Driver Fitness & Health D2: Driving Standards O4: Engine Idling V1: Inspection and maintenance plan 15

Members’ Conference – The second FORS Members’ Conference was held on 17th October 2017 with delegates left in no doubt as to the critical role that compliance plays in delivering improved safety, higher efficiency and greater environmental protection to their operations. The conference was also an opportunity for FORS to reaffirm the scheme’s robust response to any member found to be in breach of the FORS Standard. In 2017, FORS produced a ‘compliance and enforcement’ guide to assist members in this respect. While legal compliance among operators remains a baseline requirement for FORS Bronze membership, FORS is urging its members – and the wider transport sector – to strive for far greater levels of best practice on the road and throughout their operations.Chaired by renowned transport industry expert, Brian “I believe this second event has reallyWeatherley, almost 400 delegates attended the put the FORS Members’ Conferenceone-day event at the National Conference Centre in on the map,” said FORS Director, JohnSolihull. Hix. “The FORS team is buzzing with excitement following the overwhelminglyUnder the rubric, ‘Compliance: what does it mean to positive feedback, and I am of theyou?’ industry experts delivered presentations and firm belief that a third FORS Memberstook part in lively panel discussions with audience Conference will come to fruition in 2018.”interaction. Topical, hard-hitting agenda items suchas drug screening, counter-terrorism and bridge-strikes followed the keynotepresentation delivered by KevinRichardson, Chief Executive atthe CILT.16

400 gather to share best practice The conference saw the announcement of a number of new FORS Professional training opportunities to be introduced over the coming months. Key among them was a new ‘Managing noise in logistics’ workshop – now part of a ten-module FORS Practitioner workshop series. Conference delegates were also able to speak to DVSA, TfL and FORS representatives at special ‘surgery’ sessions, while no fewer than 24 FORS Associates were provided with exhibition space to present products and services designed to help operators meet the FORS requirements. Headline sponsor and FORS Associate, ProVision, were on hand to meet with members to discuss their compliance and risk concerns. Francis de Bonis, Chief Marketing Officer at ProVision said, “We’ve really enjoyed meeting so many FORS members and introducing them to our Fleet Risk Assessment Tool. The conference has also been a great opportunity to hear about the challenges operators are facing, and how we can streamline their processes and help them meet their FORS requirements.”

Upholding the FORS Standard The FORS compliance team ensuresthat if a FORS operator fails to upholdthe FORS Standard the matter is dealt with quickly and fairly.We receive ‘complaints’, or in other words allegations This guidance sets out FORS response to Trafficabout non-compliance, from a range of sources Commissioner Public Inquiry outcomes, as well asincluding the Police and other enforcement agencies, what our actions are following observed complaintsTfL and the general public. such as driver behaviour, driving/vehicle document offences, training issues and incorrect use of theIn addition, the team will cross-check Operator FORS logo. For example, if an Operator Licence isLicence records and, before a member is able to revoked the company will be terminated from FORS.progress to Silver or Gold, an assessment is made of This means it cannot re-apply for six months. If thetheir complaints status. To make the compliance and Operator Licence is suspended, we will suspendenforcement process absolutely transparent, we have the company for a minimum of three months. Thedeveloped and published the FORS Compliance and document also sets out the appeals process ifEnforcement for Operators Guidance document. somebody feels they have not be dealt with fairly. Complaint channel Number of reports in 2017 Work Related Road Risk team, Transport for London 144 Application and Decisions 161 Fleet operator 2 FORS team 25 General public 81 Self-reported complaint 1 Transport for London 13 Police / DVLA 11 Transport for London RTEO (Road Traffic Enforcement Officers) 49 Appeals process 3 Total complaints 49018

27In 2017 we received 490 complaints against FORS For more the most serious issues, for example failuremembers which resulted in 556 alleged breaches to comply with Operator Licence conditions, using anof the FORS Standard being investigated. These un-licenced driver or serious misuse of the FORS logo,included matters as wide ranging as incorrect use of FORS will suspend or even terminate an accreditation.the FORS logo, missing sideguards and poor driving. In 2017 we suspended 12 organisations (three ofIn the vast majority of cases it’s simply a matter of the which were later terminated) and we terminated acompany responding to the issue and taking corrective further two organisations.action.Breakdown of breaches investigated in 2017Type Reasons Qty TotalDriver training Safe Urban Driving 91 198Vehicle found not to eLearninghave the requisite safety No under run side protection, or audible left turn warning 107equipment fitted system, or blind spot minimization Vulnerable road users signage 11 19 8Drivers conduct Drivers behaviour 14 Driving dangerously 65 51Applications Licence revoked 11 161and Decisions 150 30 Other sanctions 12Road Traffic Offences Police / Driver and Vehicle Licensing Agency 18 (Such as abnormal loads, tachograph offences, no insurance) Other offences such as using mobile phone while drivingFORS logos Incorrect FORS logo 52 76 Displaying FORS logo, whilst the company are not accredited 24Other breaches of the as full FORS members 4 4FORS Standard Such as scope of accreditation 3 3Letters sent in response to 556appeals process Appeal against suspension 19

Speaking up for FORS Raising the profile of FORS across awide spectrum of audiences including specifiers, operators and the public was a key priority in 2017.We did this using a variety of media includingadvertising, social media, direct marketing andspeaking and exhibiting at events. We improved oursocial media offering, becoming more proactive onTwitter and LinkedIn and we launched ‘The Standard’which is FORS's very own magazine. SOMCEIADLIA 2LI,K2ES66 eNews 65 RELPERAESSESS 43,548PROFILE VISITS 11,938RECEIVED BY WEB HITS 1,544RETWEETS CONTACTS F3OL,L6OW3S0 35 eNews issues 616,441 1,472MENTIONS released FOLLOWS EVENTS 2,241 40 LIKES 7,724 MENTIONS SHARED PROFILE VISITS 102 1,053 3,44420

Looking forwardEvery two years GSAG (The Governance andStandards Advisory Group) forms a TechnicalFORS has improvedAdvisory Group to undertake a review of each of therequirements of the FORS Standard to ensure they“our managementremain in line with industry developments and legal Some of you have told us that FORS is too complicated. We will work on making the scheme simpler to join and we will work towards making the audit process more streamlined. We will continue to provide an extensive programme of FORSrequirements. 2018 is a review year and by the timesystems so we areyou are reading this report the process of updating Practitioner workshops and promote driver and manager training under the FORS Professional banner. As well as marking the tenth year of FORS, in 2018the Standard will be well underway.now much moreAs well as the actual requirements themselves wewill be looking at how the Standard can be madeorganised andmore accessible to a wider range of companies we hope to achieve our 1,000th FORS Practitioner – both sizeable achievements worthy of celebration. Do please join us at one of the many of events the FORS team will be hosting or attending around theincluding couriers and organisations that are “efficient than webased on franchise arrangements. We’d also liketo introduce accreditation of driver agencies and country.vehicle lease companies. We will introduce anwere so I feel proud ofapproved FORS decal supplier so you can beassured you get quality FORS decals in the rightwhere we are todayformat.

08448 09 09 [email protected] @FORS_online