Introducing Passenger Focus and local rail services for Peckham Rye Sharon Hedges Passenger Link Manager.

Introducing Passenger Focus and local rail services for Peckham Rye

Sharon Hedges

Passenger Link Manager

Who is Passenger Focus

• national independent rail consumer watchdog

• represents passengers’ interests, primarily to the rail industry and government

• independent – but close working relationship with rail industry and passenger groups

• focused on passengers

How we work

• commitment to evidence based campaigning

• major research programme• influencing major long term decisions

• delivering wins for passengers• appeal complaints and mediation• events and engagement

Southern and Southeastern

• Two franchises provide local services• Both owned by Go-Ahead but independent operations• Serve commuters, leisure and business passengers• Service information from NRES www.nationalrail.co.uk08457 484950

Southeastern – key facts

• Awarded 2006 for 6 years (+2)

• Standard local service patterns:-Two tph Blackfriars to Sevenoaks- Two tph Victoria to Dartford- Some additions/variations in peak

• Introducing High Speed domestic• Fare increases at RPI + 3%

Southern – key facts

• Current service provision:- 2 tph London Bridge to Victoria (SLL)- 4 tph London Bridge to Croydon via

Crystal Palace- 6 tph London Bridge to Tulse Hill/ or

East and West Croydon

• Franchise ends September 2009

Developments on the network

• South Central re-franchise•Thameslink programme• Brighton Mainline Timetable Dec 2008• Kent high-speed services Dec 2009• East London Line• South London RUS + 10 car railway• Kent and Sussex Route Utilisation Strategies – consultation early 2009

South Central franchise – Sep 2009

• A new role for Passenger Focus and increased passenger emphasis

• Public consultation ended August• Four bidders announced• ITT released November 2008• Bids due February 2009• Announcement early summer 2009• Challenging context - major projects• Short timescale but many demands

Passenger Focus input to the South Central process

• Evidence from NPS• Passenger priorities research• Other themed research studies• Passenger and stakeholder input• Submission to Secretary of State• 90 pages – 70 recommendations!• Monthly meetings with DfT for full year• Meetings with the four bidders

Passenger Priorities for improvement 2007

SouthEastRank

London Rank

Attribute GB Rank

1 1 Price of train tickets offer excellent value for money 1

2 2 Sufficient train services at times I use the train 2

3 3 At least 19 out of 20 trains arrive on time 3

4 4 Passengers are always able to get a seat on the train 4

5 10 Seating area on the train is very comfortable 9

6 6 Max queue time no more than 2 mins to purchase tickets 6

7 5 Company keeps passengers informed if train delays 5

8 7 Information on train times/platforms accurate and available 7

9 8 Trains consistently well maintained/in excellent condition 8

10 9 Passengers experience a high level of security on the train 10

315 291 Sample Size 3965

South Central research conclusions Route based findings:• Frequency: weekends and later-evenings• Provision of information: service disruption

and availability of basic information• Improving access to stations: walking

routes, car parking, bus links and bike racks

• Ticket buying facilities: importance of staffing

• Personal security: importance of staffingAnd other research highlights importance of:• Operational performance• Getting a seat• Value for money

South Central – key elements of franchise

• A more passenger focused approach• Improved late-evening services in Metro• Late night services on Friday/Saturday• Improved Sunday frequencies in Metro• Improved information• TfL managed stations• Oyster PAYG and retailing + Smartcard• Ticket machines, gating and staffing• Station travel plans + car/cycle spaces •NPS targets and service quality

Contact details

• www.passengerfocus.org.uk

• 08453 022 022

• Passenger Advice Team, Passenger Focus, 5th floor, Wellington House, 39/41 Piccadilly, Manchester, M1 1LQ