As part of our National Rail Contract we work with the Department for Transport (DfT) annually to develop and agree a Business Plan for the year ahead. The plan sets out what we will deliver and the funding available.
c2c’s priorities
Our Business Plan describes our plans and priorities against eight themes:
Leadership, management & resourcing
We will maintain strong leadership, deliver the best service to customers with the funding and resources available, operating safely and securely.
People
We value a diverse workforce, where people are engaged, and where talent is valued and retained.
Collaboration
We will work and collaborate closely with Network Rail and other stakeholders, supporting a ‘one railway’ approach within the industry.
Train service operations
We will deliver an efficient, punctual, reliable service, which provides value for money to customers and stakeholders.
Customers & communities
We will carefully manage service quality, upgrade key stations, improve our digital retail channels, and engage with our local communities.
Accessibility
We will deliver our Accessible Travel Plan, and engage with disabled people to address barriers to travel.
Revenue
We will monitor changes in our market following the pandemic and grow industry revenues whilst minimising ticketless travel.
Environment & sustainability
We will work towards a cleaner, greener railway, with a focus on decarbonisation and air quality.
Key initiatives
Our plan commits to a number of initiatives, including:
| Station refurbishments |
Progressing the refurbishments of Barking and Fenchurch Street stations |
| Digital enhancements |
Delivering customer information through push notifications in the c2c app |
| Customer security |
Deploying highly-trained security officers across the network |
| Accessibility |
Engaging with our Accessibility Panel to identify and deliver new opportunities to reduce barriers to travel |
| Marketing |
Delivering a marketing plan to rebuild our market after the pandemic and achieve greater use of digital retail channels |
| Environmental |
Preparing a long-term plan to achieve decarbonisation targets |
| Operating efficiently |
Planning and delivering the day-to-day train service to be as cost efficient as possible and provide value for money to taxpayers and fare payers. |
Vision, mission and values
Our vision and mission recognise that we have to work harder than ever to ensure customers choose to travel with us, and stakeholders recognise the value we add to our communities.
Our values and behaviours describe how we will approach this challenge.
Vision
Our vision sets out what we want to achieve over the longer term:
“We will be chosen by customers, and valued by our stakeholders”
Mission
Our mission describes what we do day-to-day:
“We serve our community by providing a safe, dependable and affordable railway”.
Values & behaviours
Our values and behaviours describe what is important to us and how we act day-to-day:
Safe ‧ Honest ‧ Engaged ‧ Flexible ‧ Friendly
