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Improving Driver Performance with an Earned Recognition Programme

Our client is the UK arm of one of the leading global communications services providers, with a workforce of 90,000 employees. Providing quality customer service, as well as a commitment to climate action, means vehicle management and responsible driver behaviour is key to the success of its supply chain management policies.

Improving Driver Performance with an Earned Recognition Programme

Client

Telecommunications Supply Chain

Contact

National Transport Manager

Sector

Telecommunications

Staffing Type

Temporary LGV Drivers
70%
Reduction in monthly score points
100%
Reduction in level three severity infringements
12
Driver distribution centres supported

Recruitment Challenge

Our client was looking to improve their Operator Compliance Risk Score (OCRS) as a major transport operator. Signing up to the Driver and Vehicle Standards Agency (DVSA) Earned Recognition scheme allowed them to monitor and manage driver behaviours in-house.

As sole supplier of agency drivers, our support was vital. We were asked to mirror the client’s compliance process to assist with the capture and analysis of infringements and the remediation of driver behaviour. The arrangement encompasses a 100+ LGV driver workforce, serving 12 distribution centres located around the UK.

 

Recruitment Challenge

Recruitment Solution

To monitor behaviour, we received weekly tachograph logs from the client. Senior Account Managers used these to assess the compliance score for each agency driver, against a range of behaviours, before submitting Earned Key Performance Indicators (KPI’s) to the DVSA. 

Behaviour management and compliance were governed by a strict code, developed by our Blue Arrow team, to meet the requirements of the DVSA Earned recognition process. Depending on the scoring level, we implemented actions to better support drivers and ensure compliance. This included providing copies of the rules, retraining sessions, as well as investigation processes. 

 

Recruitment Solution

Recruitment Journey

To achieve a quick adoption of this reporting and management style, the Blue Arrow Account Manager hosted weekly meetings across multiple sites to highlight the importance of consistent reporting standards. 

Through our thorough scoring system and consistent reporting, we were able to quickly highlight patterns in poor driving behaviour or correct lower-level scores. Using a ‘traffic light’ system to highlight driver performance, improvement, and issues, we collaborated closely with the client team to ensure continual improvement.

 

Recruitment Journey

The Results

The training and feedback approach delivered significant improvements over a short period, accelerating the client’s own internal management processes. 
We:

  • Reduced infringements per duty from 2.9% to just 0.75% in the first six months
  • Reduced monthly points score for drivers by 70% (from 78 points to 23)
  • Achieved a 100% reduction in level three severity infringements (from 3% to 0%)
  • Achieved an 83.33% reduction in level two severity infringement (from 6% to 1%)

The quality assurance delivered by Blue Arrow in managing client and temporary driver compliance is unique in the industry. This offered a new system of management that sets the benchmark for measuring driver excellence in transport and logistics operations.

 

The Results
We have seen a massive reduction in driver infringements over the last six months. In one recent month, Blue Arrow agency staff performed higher than our own. A fantastic result
National Transport Manager
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