Our 2024/25 Business Plan balances investment and cost efficiency. It is built on a foundation of safety and sustainability. Our 10-year Net-Zero strategy encapsulates this.
Vision, mission and values
Purpose
Delivering first class customer service is at the heart of what we do.
We are proud to be a high-performing train operator that is safe, reliable and punctual
Vision
We will be chosen by customers, and valued by our stakeholders.
Our industry rankings show us as a leading operator for customer experience and performance.
Mission
We serve our community by providing a safe, dependable and affordable railway.
We are focused on offering sustainable services for our communities.
Values
Our values underpin what is important to us and how we behave: Honest | Engaged | Flexible | Friendly
Safety, as always, is the basic construct of what we are about and underpins our behaviours and actions
Our strategic priorities
Revenue
Simplifying our fares
structure to make it easier
for customers to buy
tickets.
Providing value for money
fares and promotional
offers to grow patronage.
Protecting our revenue
from fraudulent ticketing
activity.
Working with strategic
partners to maximise
ancillary revenue at
stations through retail
lettings, use of advertising
space, car parking and
other initiatives.
✅ Return on investment
Customer and communities
Proactively responding
to customer feedback to
identify improvement
schemes and showing
our commitment to
our communities by
supporting and hosting
local events.
Optimising the service
to our customers by
improving station and
train ambience and ticket
channel availability, and
fixing defects quickly.
Refurbishing stations, such
as Fenchurch Street and
Barking, and improving
asset resilience to support
increased customer and
colleague safety
✅ Insight-led customer experience
Accessibility
Engaging more proactively
with our disabled
customers, stakeholders,
and the wider industry
to make better-informed
decisions on accessibility
improvements.
Implementing an
Accessibility Wayfinding
app to help customers to
plan appropriate routes
through our stations.
Launching the Passenger
Assist app for customers to
book assistance.
✅ Access for all to attract new customers
Train service operations
Introducing timetable
changes in June 2024 to
reduce overcrowding.
Defining a fleet
replacement strategy that
balances cost efficiency
with service reliability.
Investing in our assets,
for example a platform
replacement at Basildon
and refurbishments at
other stations, to increase
customer and colleague
safety.
✅ Capacity that meets demand
Environmental and sustainability
Supporting sustainable
customer journeys
by enhancing station
accessibility and provisions.
Minimising our
environmental impact
around noise, carbon
emissions, waste and water
usage.
Improving air quality and
protecting biodiversity
✅ Sustainability to achieve carbon zero
Leadership, management and resource
Introducing a series of
new roles in 2024/25 and
2025/26 to deliver all our
business plans, generate
return on investment and
unlock future potential.
Investing in our people
to drive initiatives to
strengthen our policing,
security and safeguarding
efforts and reduce
antisocial behaviour on
our network.
Strengthening the culture
at c2c.
✅ Right-size headcount and capability growth
People
Continuing to support
our local communities in
providing work experience
and a potential job
prospect via the Prince’s
Trust ‘Get into’ scheme.
Improving visibility of key
diversity and inclusion
(D&I) data to increase
D&I in our workforce and
further develop our three year D&I strategy
✅ Long-term train crew strategy and creating a positive culture
Collaboration
Optimising train
performance by further
leveraging FS Owning
Group technology
and data strategies,
particularly in retail
ticketing and digital train
signalling.
Continuing to deliver
safeguarding schemes
with local community
stakeholders and the
British Transport Police
to reduce antisocial
behaviour and limit
ticketless travel.
Increasing the maturity
of our partnerships
to support industry
innovation.
✅ Investment through strategic partnerships
How will we measure our success?
Train service performance: On-time depot train departures; punctual timetable delivery; fleet reliability; fleet, driver and crew availability.
Increasing safety: Reducing all types of safety incidents, including operational, customer, colleague and contractor incidents.
Launching the c2c Rail Ultra Marathon to raise money for Railway Children, who help safeguard children across the world.
Meeting a 20% target for statutory apprenticeships to be filled by women, veterans or people from ethnic minority or lower socio-economic groups.
Launching an Accessibility Wayfinding app, and updating our Passenger Assistance app to enable last-minute assistance bookings.
Growing our revenue year-on-year.
Reducing our energy and water use and the amount of waste produced each year.
Embedding accessibility audit data into customer facing channels.