November 2008

Issues discussed at the November meeting include:

Safety and Security at Stations

c2c gave a presentation on the different aspects of safety and security, including accreditation standards that drive improvements and effective partnerships being delivered with security contractors, the police and Network Rail.

Themes emerging were:

• The accreditation process gives an impetus to physical improvements at stations.
• CCTV is a powerful tool, with all stations and 50% of trains being covered. Allows c2c to review incidents quickly and progress prosecutions where necessary.
• Levels of serious crime are low on the route - the more prevalent problem is of general 'yobbishness' and anti-social behaviour, which unfortunately leads to issues of perception that there are security issues.
• Targeted initiatives are extremely important in reducing the impact of specific problems on other customers, but also sending out a strong message to the miscreants that behaviour of this nature will not be tolerated. Reduction in one particualr activity will often result in a similar reduction in another (such as ticketless travel).

Comments from the Panel included:

• Whether persistent or serious offenders could be banned from the network which in theory is possible but requires justification by magistrates with the additional difficulty of enforcement.
• That there needs to be more publicity for the successes of these programmes, as this will increase customer confidence. There is also a case for 'naming and shaming' whenever this is possible.
• Whether there is a proposal to start up a customer hotline to report incidents - c2c stated that this will be ready to launch in the New Year.

Accessibility Issues

c2c began by underlining the difficulties in the definition of accessibility, which means different things to different customers.

The main reference point is the Disability Discrimination Act 1995, which contains certain derogations on target dates for the railway, because of the severe problems in bringing Victorian infrastructure up to the standards required by the Act.

Themes emerging were:

• Year on year infrastructure improvements are being made through the government funded Access for All programme, both at major and minor scheme level. c2c has been particularly successful in its bid for the latter. Major schemes are due at Pitsea and Laindon, with options for the down platform at Limehouse being reviewed through the National Stations Improvement Programme (NSIP).
• Customers requiring any assistance are asked to make arrangements in advance, using the Assisted Passenger Reservation Service (APRS). This is a national service, which is currently being reviewed in order to improve the level and quality of staff assistance offered, as well as the consistency of response. Passenger Focus has highlighted the unpredictability of response as a key issue for customers.
• c2c will go through a new phase of training for staff starting in the New Year.

Comments from the Panel included:

• Communication between stations at each end of the journey is often a problem, even where they are both on the same route.
• There is a need to build the customer's confidence in the service provided and first impressions are all the more important when the customer has special needs.

Other Issues

• Good response to the announcements on Quiet Zone, with significant support for the application of film to carriage windows.
• Procedure for evacuation of trains in non-station locations was discussed, particularly for those with mobility problems.
• Problems with ticket purchase in the morning peak at Laindon and Purfleet with both being identified by c2c as requiring more resource. Measures have been put in place to alleviate difficulties.