July 2009
Issues discussed at the July meeting include:
National Passenger Survey (NPS) Results
A summary of the latest wave of NPS results were presented and copies of the Passenger Focus report circulated. c2c’s 91% score was excellent, and reflected the good performance record of the business.
It was noted that the satisfaction score for dealing with delays had improved significantly, which was assumed to be a direct result of the feedback and analysis process associated with each major incident. The Panel is clearly contributing to the success of that process.
There was a wide ranging debate on the validity of the results. The strength of the survey is its size, consistency and longevity, which allows trends to be monitored effectively.
c2c confirmed that each round of results generated a revision of the c2c Action Plan to address areas of concern.
9 June Incident at Limehouse
c2c explained the circumstances behind this incident, caused by a fire in railway arches and the proximity of Calor gas cylinders, which led to line closure.
The emergency plan, to divert some trains to Liverpool Street and start the rest from Barking, took almost an hour to implement, rather than the planned 15 minutes. This also gave some confusion to staff managing customers, both at Liverpool Street and Fenchurch Street.
Review of the plan has now confirmed that in future 6tph will operate from Liverpool Street, using platforms 17 and 18, and 2tph from Barking. There is also an agreed process with NXEA for management of customers at Liverpool Street.
Feedback from the Panel included:
- NXEA staff not responsive at Liverpool Street
- Confusion at Barking – CIS and staff announcements
- No internet updates
- Good response from c2c staff at Fenchurch Street
The Panel asked whether this implied that other contingency plans might need reviewing. c2c replied that there was a process of continuous review and agreed to make a presentation to the Panel on contingency plans at the next meeting.
Station Travel Plan
c2c explained the work that had been carried out by c2c and partners to develop Station Travel Plans for Benfleet, Southend Central, and (on a smaller scale) Laindon. STPs look at the possibilities for access to stations, and result in an Action Plan of projects to remove barriers to travel and encourage greater use of more sustainable modes (walking, cycling, buses & taxis, etc.). c2c has been a leading TOC in this field, and DfT and ATOC have now instigated a number of national pilot projects, of which the Southend STP is one.
The three STPs are now moving into the implementation phase, and it is anticipated that they will capture significant funding contributions from local authorities and other third parties. Discussions are under way on some major improvements for cycle, bus and taxi access at Benfleet, which we hope will be implemented later this year.
TCAP Station Form
c2c outlined a proposal to extend the principle of TCAP feedback from trains to stations. Previous mystery shopper exercises are being phased out, and replaced by an internal system of review, in which the Panel will be invited to participate. The process will examine the quality of presentation of stations and staff. The results will be used both to review and improve standards, and to reward good practice amongst staff.
c2c explained the structure of a draft form, which Panel members would be asked to use. The Panel agreed this in principle, and HJ agreed to circulate a copy of the accompanying guidance. The Panel will respond direct to c2c with comments.
The suggested start date for the process is by the end of September. Final details will be confirmed at the next meeting.
Any Other Business
Panel Poster – Panel to present ideas at next meeting.
Access to disabled toilet on trains and conflict with cycles – c2c confirmed that revised signage for the cycle area is being looked into, and that staff assisting wheelchair users may ask cyclists to move their bikes if there is a likely conflict with use of the toilet
Pitsea Access for All scheme – c2c confirmed that Network Rail are now looking to progress the scheme for a new footbridge and lifts at Pitsea in this financial year. A recent consultation on the scheme detail had taken place at the station, with local disabled customers represented.
Franchise Replacement – Confirmed that Passenger Focus would be consulted by DfT on their aspirations for a replacement franchise on the route from May 2011. He would like to involve the Panel in this work, and will arrange a separate meeting, independent of c2c.
LUL Engineering works – The Panel asked why it was not possible to increase train formations at weekends when LUL services were cancelled because of engineering works. c2c pointed out that commitment of additional resources depended on there being appropriate recompense for the additional costs incurred, which in this case was not available.