2nd Annual Scottish Passenger and Public Transport Conference: Disruptive technology and demanding times
Director for Bus, Accessibility and Active Travel, Transport Scotland
I joined Transport Scotland as Director of Bus, Accessibility and Active Travel in September 2018. Before joining I had been working for many years in various roles at the Department for Education in Westminster, most recently on delivering the free schools programme. As well as central government, I have also worked for the Director of Children’s Services at Tower Hamlets local authority in London on service review and improvement.
As Director of Bus, Accessibility and Active Travel I oversee the delivery of an ambitious policy agenda working with delivery partners to improve sustainable, accessible transport options and get the travelling public back on the buses, walking, cycling and wheeling. We also operate the concessionary travel scheme for disabled and older people and are working with operators to ensure all journeys on Scotland’s bus, rail, ferry, subway and tram networks can be accessed using some form of smart ticketing or payment.
Senior Lecturer - Dispute Resolution, Consumer Dispute Resolution Centre - Queen Margaret University
Jane Williams is a Senior Lecturer in dispute resolution at Queen Margaret University in the Consumer Dispute Resolution Centre. Her current research focuses on consumer experiences of complaint handling in the context of consumer ADR, vulnerable consumers, the impact of being complained about and fairness in complaint handling.
As a former manager in Trading Standards Jane has direct experience of complaint handling, investigation and enforcement of consumer law. She is a member of the Chartered Trading Standards Institute and works with them as an examiner and moderator. She has extensive experience of running short courses for regulators, ombudsman organisations and complaint handers working in both the public and private sector. Jane is a consumer representative on the Scottish Civil Justice Council and a member of their Access to Justice Committee.
Jane has undertaken research for the ORR on good practice in complaint handling in sectors with an ombudsman sector. She also lead the qualitative research and analysis for the Citizens Advice (2017) report on ADR and for BACS (2017) on consumer representation.
Chief Executive, Transport for Edinburgh
George joined Transport for Edinburgh as The Chief Executive in January 2016 from Defence, where he served for almost 35 years, the last 14 at Director and Deputy Director level. He was commissioned into The Royal Scots (The Royal Regiment) in 1981, having attended George Heriot's School. On commissioning, he studied Scots Law at Aberdeen, graduating in 1986. As a young officer, he served in The Falkland Islands, Germany, the UK, Northern Ireland, Canada and the 1991 Gulf War, where he was awarded a commendation. He instructed at The Royal Military Academy Sandhurst and attended Staff College, where he gained a Master’s Degree from Cranfield University. Appointed Chief of Staff of a Germany based Armoured Brigade, he deployed to Bosnia in 1996; awarded a Queen's Commendation for Valuable Service for this tour of duty and made MBE in 1998.
As a Staff Officer in Glasgow he attended Strathclyde University, gaining qualifications in human resource management. Other staff appointments have focused on strategic planning, change management and senior liaison roles. He has commanded at every level from Platoon to Brigade, deploying on operations in UK, Northern Ireland, Iraq, Afghanistan and The Occupied Palestinian Territories. He has been awarded The US Bronze Star and nominated for The US Legion of Honour. He has completed 2 tours of duty in The Ministry of Defence, where he has led transformational change programmes. Most recently, for over 3 years, as The Director of Defence Intelligence Operations, responsible for global operations, across the enterprise, with a £450M budget.
George is the Chair of two Scottish Charities and is a Trustee of a third. He has been married since 1989 and has 2 sons. The family home has been Edinburgh since 2001. George was an enthusiastic, but not brilliant, rugby player. He remains a competent sailor, keen skier and inconsistent golfer.
Head of New Mobility Services, Transport Systems Catapult
Business Development Manager, ITSO
Nigel Cullum is business development manager of ITSO Ltd., a non-profit distributing membership organisation, which aims to make travelling on public transport throughout the UK seamless and easy by enabling smart ticketing technology.
In his role as business development manager, Nigel manages the demand for ITSO services in mobile and future multi-modal transport ticketing technology solutions.
Before joining ITSO, Nigel was a Client Partner for a leading US digital customer experience digital technology provider. Nigel’s clients included Starbucks, Jaguar Land Rover and Samsonite. Prior to this role, Nigel spent more than eight years as Commercial Director of a leading smart ticketing services company. What has interested Nigel most throughout his career are the changes and challenges presented by market disruptors who understand the demands of customers from a usage rather than technology standpoint.
Nigel has more than 25 years’ experience in senior commercial roles in the secure ID, financial card and transaction processing sectors, working for US, Australian and Middle Eastern companies. He loves to embrace the different cultures, languages and cuisines of the world, and has had the pleasure of experiencing this as part of his career.
Outside of work, Nigel is an avid cricket fan and also enjoys walking, off road cycling and swimming. Nigel takes a keen interest in science, space and nature, particularly wildlife preservation, and keeping cultural environments intact in the face of unrelenting development is very important to him.
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Very good to see several high profile and interesting female speakers.