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Equity and Inclusion Scheme 2022-24

Understanding the Issues and Connecting with Residents

We have defined our objectives following continuous engagement and consultation with customers, staff and other stakeholders, as well as research insights and data. We regularly engage with residents to understand needs and this will continue to be a priority for us.

From a transport perspective:

  • Transport Focus’s Bus, Tram and Rail Passenger Surveys measure passengers’ satisfaction with their local services.

  • Since the pandemic, Transport Focus has undertaken a weekly survey (fortnightly during quieter periods) which explores people’s recent travel behaviour - conducting 2000 interviews per week. Information is broken down by a number of factors such as gender, age and disability which can help identify specific issues for different protected characteristics.

  • Transport for the West Midlands (TfWM) has historically conducted an annual satisfaction survey with Ring and Ride members, Metro/tram users and Swift ticketing customers. Mystery shopper programmes and Bus Passenger Champion audits also enable measurement of the quality of the services provided to customers.

  • Before and after surveys are always conducted for major capital schemes and projects, while product testing takes place with customers to ensure new products/ services meet their needs and are fit for purpose.

  • Our “Keep WM Moving!” online community platform enables us to engage with customers, service users and local residents and collaborate on key projects of interest. The platform enables us to understand how we can help improve the West Midlands transport offer both in terms of products and services but also the marketing/ communications element.

  • A new telephone tracking study had been set up since October 2020 which will track satisfaction with all modes of transport used. It will also capture non traveller behaviour. Already 2,000 travel survey have been conducted since December with a continued commitment into 2021/22.

  • In the past year six public engagement surveys undertaken by TfWM have taken place – with online survey promoted via WMCA social media channels and emailed directly to members of WMCA/TfWM databases. In total more than 14,000 responses have been received – helping us keep abreast of the public’s sentiments.

  • WMCA wide, we have developed a database of regional and local community and equality groups we engage with on a regular basis both in terms of structured consultations and regular engagement.

  • Our Young Combined Authority (YCA) brings together a diverse group of young people, aged 16 to 25, from across the West Midlands to help guide and challenge the WMCA as it makes decisions which will shape the future of the region. It consists of the YCA Board, which works closely with the WMCA on policy development, and a new ‘YCA Community’ for wider engagement.

  • In summer 2020, the West Midlands Recovery Coordination Group convened a Citizens Panel, comprised of people from across the region, to ensure that Covid-19 recovery was aligned to their fears, hopes and experiences. A Community Recovery Roadmap was developed that sets out six citizen priorities and four cross cutting principles identified by communities themselves and driven by our local authorities and their partners.

  • Our Annual Workforce (Employment and Recruitment) Report contains data on diversity of our workforce and is used to monitor progress and draw out the issues we need to take action on.

  • We also continually engage with our employees both informally and more formally through regular employee engagement surveys and feedback sessions.