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Coronavirus COVID-19: Policies and Processes

Last Updated 5 March 2020

This page sets out our policies and processes in view of the increasing concerns and restrictions in relation to the current coronavirus (COVID-19) outbreak. This is an evolving situation and this page is therefore subject to review.

Executive Summary

  • Policies and processes for minimising risk to interested parties and operations generally
  • Currently we are experiencing downturn in demand but not (as yet) in supply
    10-15% reduction in demand vs no change in supply to date
  • No staff or drivers have reported symptoms of virus to date
  • Our contingency plans have been implemented, including processes for:

– notification by staff and drivers of contraction of virus

– resource depletion plan

– split and remote staffing

  • Whilst currently we have experienced a greater reduction in demand than supply, we may see this reverse if:
    – drivers are required to self-isolate as a precaution and/or contract the virus, and/or
    – clients opt to avoid public transport in favour of private hire services

A. Drivers

1. Driver and Passenger Safeguarding

Drivers should be advised to take extra precautions in terms of their and their passenger’s health. In particular, to carry tissues and hand sanitisers, and to increase the frequency with which they clean their car (in particular on the inside, as well as outside).

Actions Taken

  • Email and SMS to all drivers sent

Actions Planned

  • Email and SMS reminders alternate days

2. Contingency and Resourcing

a. Individual Drivers

Drivers should notify us immediately – via any of our regular channels (all staff to be advised to forward message to Directors) – in the event they display any symptoms of the virus. We will then advise them to:
1) follow NHS guidance and seek diagnosis as soon as possible, in the meantime we will prevent them from servicing bookings
2) update us immediately so that:
a. in the event of positive or possible contraction, we are able to advise
i. drivers to self-isolate and remain off circuit until recovered
ii. all recent passengers of incident including journey details with driver
b. if negative diagnosis, remove restriction against servicing bookings

Actions

  • As above
b. Overall Resource Depletion

In the event that a significant proportion of drivers is not able to service bookings, we will implement 3-step ‘ARC’ contingency plan:

1) Assess impact on service levels
a. if demand falls at similar or greater levels than supply, then we do not anticipate negative impact on service levels
i. If driver numbers begin to fall, increase communication to network drivers to increase supply accordingly. Process is not effective if implemented pre-emptively, as lack of demand until supply contracts will result in any additional drivers being demotivated to make themselves available
b. for every % reduction in supply, if demand falls by materially less than supply, we anticipate some negative impact on service levels

2) Restrict access to bookings in order of
a. time of day (peak vs off-peak)
b. platinum corporate vs non-platinum corporate vs retail customer
c. customer size (measured by volume of bookings in past 3 months)
d. time-critical (e.g. to meetings, stations, airports) vs other journeys

3) Communicate (at same time as implementation of restriction) to all customers advising of impact of service levels accordingly, including clarification of how any restrictions apply to their account

Actions Taken

  • Ongoing review of demand vs supply

Actions Planned

  • Ongoing review of demand vs supply
  • Customer analysis by size (ad hoc, analysis tool ready)
  • Customer communications to be prepared (by 10 March)

B. Staff

1. Staff Safeguarding

Staff should be advised to take extra precautions in terms of their and their colleagues’ health. In particular, to carry tissues and hand sanitisers, and to increase the frequency with which they wash their hands (especially in relation to coming into contact with surfaces which other people come into contact with, e.g. public transport, common areas at work).

Actions Taken

  • Email to all staff sent, issues discussed ad hoc in office

Actions Planned

  • Email reminders weekly

2. Contingency and Resourcing

a. Individual Staff

Staff should notify us immediately – via any of our regular channels (all staff to be advised to forward message to Directors) – in the event they display any symptoms of the virus. We will then advise them to:

1) follow NHS guidance and seek diagnosis as soon as possible, in the meantime we will advise them so self-isolate and work remotely if feeling well enough

2) update us immediately so that:
a. in the event of positive or possible contraction, we can advise
i. staff to self-isolate and update us until recovered
ii. all colleagues of incident
b. if negative diagnosis, consider suitable time to return to work and remote working in meantime

Actions

  • As above
b. Overall Resource Depletion

In the event that a significant proportion of staff is not able to work in the office, we will implement 2-step contingency plan:

1) Assess extent to which to implement split offices / remote working
a. if actual or possible diagnosis affecting more than 10% staff, we will implement split offices to reduce risk of contagion
b. if actual or possible diagnosis affecting more than 20% staff, we will implement remote working for all staff

2) Communicate accordingly to drivers and customers advising of measures taken and any impact
Our core operating systems and processes are set up to enable 100% business continuity via split offices or remote working for all staff.

Actions Taken

  • Communications as above

Actions Planned

  • Ongoing review of staff wellbeing
  • Confirming readiness of second office and remote working plans

C. Customers

1. Clients

As a business, we will promptly:

  • communicate this information to all clients, and seek and consider any feedback
  • respond to any feedback as appropriate, which may include consultation with clients and further updates to our approach and this document
  • communicate relevant updates to clients as appropriate

2. Passenger and Driver Safeguarding

We expect that account customers are advising their staff and guests to take suitable precautions in terms of their and their colleagues’ health. In the event that a member of staff or guest of a client who has travelled in one of our cars is diagnosed with the virus, we would expect the client to notify us accordingly (via their account manager, email or bookings line) of the relevant details to enable us to identify and notify the relevant driver(s) and if necessary their passengers.

Actions Taken

  • Ad hoc discussion with certain clients
  • Communicate to all Customers

Actions Planned

  • Advise overall policy and processes outlined in this document
  • Agree policy/process for incident of passenger diagnosis

5 March 2020

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