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