Great Western Railway. Customer Report

Transcription

1 1 Customer Report

2 2 3 Mark Hopwood Introduction This year marks the start of what will be the biggest fleet upgrade in a generation, that will mean new and more modern trains, delivering more seats and faster journeys across the whole of the GWR network. The rollout of our brand new fleet of commuter trains in the Thames Valley has already begun, adding thousands of additional seats per day on journeys between Hayes & Harlington and Paddington. Later this year, these trains will extend to Maidenhead before improving customer journeys and helping reduce crowding right across the Thames Valley. Later this year, commuter trains in the Bristol area will start being replaced by longer, more modern trains each with free WiFi and power at every seat importantly adding more seats in one of the fastest growing areas of our business. Then in the autumn our brand new Intercity Express Trains will begin operating on our long distance routes, immediately adding additional capacity to the network, even as Network Rail s work to complete the electrification of the mainline continues. This booklet is designed to keep you up to date with our progress on plans for the network thank you for taking the time to read it, and please do let us know if you have any comments. Contact details are on the back of this booklet. Electrification of the Great Western Main Line Network Rail is electrifying one of Britain s oldest and busiest railways, bringing better connections across southern England and South Wales. The electrification of the Great Western mainline is part of the biggest investment on our network since Brunel. Once complete, more than 7.5 billion will have been invested in track, new trains, and improved stations, helping to bring faster, more frequent services to the 1,500 customer that travel on our network every day. For Network Rail, this is a huge and challenging job amongst a great deal of investment in rail across the wider UK network. For our customers though, it unlocks a series of improvements to our train service that will see the biggest update of our train fleet in a generation, with more seats, more frequent train services and faster journey times. In 2015, Network Rail reviewed and replanned its electrification programme, with the benefit of a better understanding of cost and delivery challenges. The conclusion of the review is that the vast majority of programmes and projects will go ahead for delivery by This now gives us the certainty to finalise plans for new trains and make sure we can deliver the improvements we have promised for customers. Area of Route Maidenhead June 2017 Planned Completion Date Reading and Didcot December 2017 Wootton Bassett December 2018 Bristol Parkway December 2018 Cardiff December 2018 Newbury December 2018 Oxford June 2019 Bristol Parkway Bristol Temple Meads Wootton Bassett Junction Bristol Temple Meads Swansea TBC Mark Hopwood, Managing Director GWR Key benefits of electrification More seats, faster journeys Electric trains have more seats than diesel trains of the same length, and journey times can be shortened due to the superior performance of electric traction. Journeys are smoother and more comfortable too. Better for the environment Electric trains cause per cent lower carbon emissions than diesels with no emissions at the point of use, improving air quality in pollution hot spots such as city centres. They are also quieter, improving quality of life for people living near the railway. Improved reliability Electric trains are more reliable and require less maintenance. They're also lighter and cause less wear to the track, helping to make the railway more reliable. Stimulating the economy Electrification of key lines boosts economic growth. Faster trains with improved connections and more seats improve access to jobs and services and open up new opportunities for business.

3 4 5 Performance and fleet availability We know the two most important things for our customers is a train that s on time, and space to sit. Its why we have been working with Network Rail to help improve the performance of our train services, and added more than 7,500 seats to mainline services into and out of Paddington a day in recent years. Although this year s performance and reliability figures have generally sustained similar levels to previous years, infrastructure and train running challenges have had an affect on the numbers over the course of 2016/17. We continue to work closely with Network Rail in this area to minimise delays caused by infrastructure while tackling train-related running issues. The continued works to electrify the network, the introduction of our first electric trains will need to be carefully managed to ensure we continue to improve on these figures. Our alliance agreement with Network Rail, signed last year continues to improve and enhance the way we work together more closely and includes a commitment to deliver a more aligned approach to further improve performance. Most Improved Long Distance Trains Virgin Trains West Coast Abelio Greater Anglia 0% 1% 3% Punctuality % Reliability % High-speed services London and Thames Valley services Bristol suburban services Devon services Plymouth and Cornwall services South Wales and south coast services Ticket Office opening hours Although more and more of our customers are choosing to buy their tickets online, the vast majority still buy tickets from our stations. Last year, our stations were open 95% of the time we said they would be. We own and manage over 900 miles of track; as well as London Paddington, Reading and Bristol Temple Meads stations. The route is currently undergoing the largest period of investment and modernisation since it was built by Brunel over 175 years ago. In 2017, the Greater West Programme, delivered by Network Rail, Great Western Railway (GWR), Department for Transport, Hitachi and Bombardier will enable passengers to benefit from new electric services and upgraded trains deployed across the Route. In January this year passengers benefited from new GWR Electrostar trains running more frequently between London Paddington and Hayes & Harlington. By June 2017 these services will extend to run between London Paddington and Maidenhead, providing 6,550 much needed extra seats per day in each direction. A view from Network Rail The Western route stretches across the Thames Valley to Oxford, Worcestershire, the Cotswolds, South Wales, the West and South West. It encompasses some of Britain s most important towns and cities, as well as one of the UK s busiest rail routes, the Great Western Mainline. In Autumn 2017 new, British-built, GWR Intercity Express Trains (IET) will start running on our network. Each IET will offer as much as 24 per cent more seats per service over the existing long distance services. We are making all of this possible by raising bridges, lowering track, extending platforms, modernising systems and installing hundreds of miles of overhead electric wires required to run electric trains. All of this is dedicated to the passenger. By creating and expanding our alliance with GWR we are putting the passenger at the forefront of everything we do. And with journeys into Paddington being expected to increase by 29% by 2019, and by 99% by 2043, this work remains vital. Mark Langman Route Managing Director, Western, Network Rail Most Improved Regional Trains East Midlands Trains 0% 1% We've committed to making sure ticket offices are open at the most convenient times for customers, and on the rare occasions when things go wrong, that we are clear about alternative ways you can buy a ticket or get information about traveling with us. Scotrail

4 6 GWR Assisted Travel Service Whether you book in advance or just turn up, the GWR team is there to help those who need help accessing our services. Our Assisted Travel service is designed to give customers who need it an extra helping hand, and peace of mind. Last year our Assisted Travel team helped more than 133,000 customers through pre-booked assistance at our stations and on trains. Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied GWR Satisfaction with GWR assistance service 86% 11% 1% October - December 76% 15% 7% January - March 73% 16% 6% 3% April - June Ease of Booking You don t have to book Assisted Travel in advance, but it does helps make sure our staff are there for you as soon as you arrive. 97% 9 of customers said the booking process was EASY of customers VERY SATISFIED or SATISFIED with the service 90% We meet more than 90% of customers when we promised we would Source: GWR Assisted Travel Report, July-December % 20% 5% 4% 7% July - September 77% 16% 3% 3% October - December Highest ever customer satisfaction on GWR We re delighted to see some of the hard work to improve is starting to pay off, and in 2016 customers gave us our highest ever score for customer satisfaction. according to independent transport user watchdog. Increasing our year-on-year measure for overall satisfaction by 3% from 81% to 84%, GWR has posted its highest score since the National Rail Passenger Survey began in This year s score beats our previous high of 83%, achieved in These kind of results show our commitment to Building a Greater West and investing in what we know our customers want to see, and reflect the hard work of thousands of GWR colleagues. Customers are starting to see the impact made by converting first class carriages into standard, providing vital extra capacity, as well as Network Rail s great work in recent months to drive down infrastructure-related delays. The team at Network Rail led by recently-appointed Route Managing Director Mark Langman should be particularly congratulated for what they have achieved, and we are doing everything we can to help them continue this good work. Of the five key drivers of customer satisfaction, GWR improved scores in four key areas: + 5% Punctuality + 3% Length of journey + 3% Train comfort + 1% Ticket purchasing Anthony Smith Chief Executive of Transport Focus Our dedicated Passenger Manager has been able to work constructively with GWR, at all levels, over the past twelve months helping to drive a deeper understanding of the passenger perspective. We welcome GWR s commitment to understanding more about customers needs. This year we carried out some joint research in the build up to and during the Bath line closure. GWR s willingness to respond to what passengers were saying was very reassuring, as is the continued desire to work with us to drive further improvements to their passengers experience of planned disruption. Something that is crucial given that many passengers face several more years of disruption to their journeys. This year s challenges included six successive large-scale engineering possessions as well as a plethora of smaller planned disruptions. Maintaining a consistently good passenger experience day in, day out, while managing the planned disruption is critical. While passengers in the Thames Valley tell us that more improvements are needed, it was encouraging to see a positive uplift in many areas of GWR s Autumn 2015 NRPS results, particularly in the areas that are most important to passengers. We hope that GWR is able to sustain and improve on these scores in future. Given the challenges posed by the scale of the Great Western network upgrade and changing landscape around it, it is hugely positive that we are able to continue to work with GWR to ensure that the passenger voice remains at the heart of decision-making and delivery.

5 Worcester Foregate Street 8 Worcester Shrub Hill 9 Working in the community Redruth St Ives Carbis Bay Camborne Lelant Lelant Saltings Hayle St Erth Penryn Helston Culdrose Padstow Newquay Quintrell Downs Pembroke Dock Lamphey Pembroke Manorbier At we believe that communities matter, and central to our role is to make sure we keep them prospering. Our train services do this on a daily basis, but we also support communities in many other ways. Last year we launched our Customer and Communities Improvement Fund - a three year scheme designed to support areas of real social need in the communities we operate in. Upto 750,000 a year was made available between 2016 and 2018 as part of a 2.2 million match-funded grant fund. This years CCIF Fund benefits a wide variety of organisations right across the network including schools, charities and local transport improvement schemes. All the proposals were presented to an independent panel, before final recommendations were put to the Department for Transport for approval. This page outllines some of the successful schemes this year. Penzance Newquay Cornwall Truro Perranwell Wadebridge St Columb Road Penmere Falmouth Docks Falmouth Town Wales Schemes 25k Swansea Real Time 38k South West Wales Train Training 17k Budding Brunels 3k Bridgend Brunel Interpretation Carmarthen 8k Vale Whitland of Glamorgan Schools Narberth 20k Severn Tunnel Junction Car Park Kilgetty Saundersfoot Tenby Penally Bude Holsworthy Gunnislake Calstock Bere Alston Bodmin Bodmin Parkway Liskeard Roche Coombe Bere Ferrers Menheniot Lostwithiel St Keyne Bugle Causeland Saltash St Budeaux Luxulyan Sandplace St Austell St Germans Looe Par Devonport Reserve Schemes 150k Didcot Parkway bus links 6k Kintbury Public Toilets 50k Trowbridge Access 102k Pewsey Pedestrian Access 10k Brecon Beacon bus information 10k Reading Culture Promotion 10k Exton Station Improvements 10k Bruton Station Access 130k Roche Pedestrian Access 40k Barcode Readers at 3 stations Ferryside Kidwelly Pembrey & Burry Port Llanelli Swansea West Schemes Minehead Bedminster Stapleton Road Lawrence Hill Mortimer EAST Barnstaple Castle Cary WEST CENTRAL Dean Chapelton Taunton Salisbury Mottisfont & Dunbridge Eastleigh Umberleigh Southampton Parkway Yeovil Junction Romsey Portsmouth Arms Eastleigh Kings Nympton Crewkerne Yeovil Pen Mill Southampton Parkway Hedge End Tiverton Parkway Thornford Botley Eggesford Yetminster Southampton Lapford Feniton Chetnole Central Havant Morchard Road Honiton Fareham Copplestone Cosham Axminster Pinhoe Whimple Sampford Courtenay Crediton Newton St Cyres Portsmouth Harbour Fratton Yeoford Maiden Newton Portsmouth & Exeter St Exeter Davids Central Southsea Okehampton St James Park Exeter International Exeter Polsloe Central Bridge Digby & Sowton Exeter St Thomas Dorchester West Topsham Lympstone Commando Lympstone Village Upwey Starcross Exmouth Dawlish Warren Weymouth Ivybridge Neath 14k Hannahs Rail 30k Torquay Station 30k Polsloe Bridge 20k St James Park 30k Dawlish Warren 50k St Germans Station Plymouth Port Talbot Parkway Newton Abbot Bridgend Totnes Cardiff International Teignmouth Torre Torquay Paignton Dawlish Cardiff Central Newport Weston Milton Weston-super-Mare Worle Highbridge & Burnham Bridgwater Severn Tunnel Junction Nailsea & Backwell Yatton Hereford Parson Street Malvern Link Great Malvern Bruton Ledbury Pilning Clifton Down Shirehampton Redland Montpelier Patchway Yate Sea Mills Filton Abbey Wood Bristol Temple Meads Bristol Keynsham Colwall Tewkesbury Cheltenham Spa Gloucester Stonehouse Stroud Cam & Dursley Bristol Parkway Chippenham Warminster Pershore Evesham Oldfield Park Melksham Freshford Bradford-on-Avon Avoncliff Trowbridge Frome Bath Spa Westbury Central Schemes Dilton Marsh Ashchurch for Tewkesbury Kemble Swindon 8k Wheels for All 20k Somerset Rural Youth 20k UW Bristol 40k Parsons Street 5k Weston Milton and Yatton Access 50k Bridgwater College Link 3k Avoncliff Cycling 5k Keynsham Ramp 10k Cam and Dursley Access 8k Westbury Access 10k Dorchester West Real Time 15k Frome Access 20k Three Rivers Stations 8k Melksham Access 7k Bridgwater Station Building 6k Stonehouse Pedestrian Link 5k Ashchurch for Tewkesbury 10k Sea Mills and Shirehampton CCTV Honeybourne Kingham Pewsey Moreton-in-Marsh Shipton Hungerford Charlbury Tackley Ascott-under-Wychwood Finstock Combe Hanborough Bedwyn Kintbury Heyford Banbury Didcot Parkway Kings Sutton Oxford Radley Culham Appleford Goring & Streatley Newbury Cholsey Pangbourne Tilehurst Reading West Newbury Theale Racecourse Aldermaston Midgham Thatcham Basingstoke Marlow Henley-on-Thames Bramley Twyford Reading East Schemes Network Map Station managed by Station served by Route operated by Summer/Limited Service Bus Link Detailed view available Winnersh Wokingham Blackwater Maidenhead North Camp Crowthorne Sandhurst Ash Slough Windsor & Eton Central Heathrow Terminal 4 Farnborough North Greenford Harlington Heathrow Dorking West Wanborough Guildford Shalford Chilworth Gomshall 20k Slough Cultural Study 68k Slough Walking and Cycling 4k Hayes and Harlington Railings 4k Windsor and Eton Cycling 20k Tackley Station Chichester 7k Goring and Streatley Access 7k Dorking West Access 10k Marlow Branch Travel Plans 10k Surrey Cycle Access 15k Hungerford Pedestrian Connectivity 40k Cotswold Line Ealing Broadway Hayes & Betchworth Reigate Redhill Dorking Deepdene Barnham Shoreham-by-Sea Hove Worthing London Paddington Gatwick Brighton

6 10 11 ISO and ISO Shield Building Control System PPM and CaSL Figures has achieved prestigious international standards for environmental and energy management with certification to ISO 14001:2015 and ISO 50001:2011. We can all take pride in this recognition. Not only is it a huge achievement for GWR, it also shows our customers and stakeholders that GWR has built an effective management system into our business plan, and our day-to-day operations. ISO and are the world s most recognised environment and energy standards, taking a holistic approach to achieve efficiencies and improve performance. The standards require organisations to demonstrate that environmental issues are closely integrated in their strategic direction. Achieving ISO certification for stations, crew depots and offices was a franchise obligation set by the Department for Transport. GWR s Engineering function already holds certification, following its introduction of engineering-specific environment and energy management systems in 2003 and During our assessment period, auditors visited GWR stations and functions and interviewed colleagues, to test that GWR s Environment and Energy Management System meets the required standards. The system defines how we manage waste, water, energy, report performance and respond to environment related complaints. We ll now undergo surveillance audits to ensure our performance is maintained, and that we make the most of any opportunities for improvement. Automated Water Meters The installation of water automated meter readings (AMR) demonstrates how GWR are taking responsibility for reducing water consumption across our property portfolio. Delays in receiving billing data from water companies meant that environmental KPIs are often reported a period behind. Furthermore, billing is often incomplete for a period of up to six months. Thus, water consumption couldn t be accurately reported, nor savings demonstrated. The use of billing data to analyse consumption also prevented the property team from easily identifying, and responding to, water leaks. Additional consumption costs were, therefore, incurred. The AMRs allow the sustainability team to monitor water consumption in real time, thus enabling the team to identify where excessive water consumption is occurring and implement plans to reduce water consumption. The data allows the sustainability team to engage with the rest of the business, and disseminate environmental performance to stations. When sufficient data has been established, targets will be able to be set, to further drive continuous improvement. GWR is committed to reducing our impact on the environment and improving the sustainability of our business over the course of the franchise. The installation of the Shield BMS system at all GWR operated stations allows remote control and analysis of all energy systems. By taking control of the energy system away from the Stations, the building s optimum energy performance can be realised. Furthermore, through constant data feeds, safety or security critical issues can immediately be flagged up and relevant maintenance teams dispatched to resolve the issue. This will enable GWR to continue to put the safety and wellbeing of colleagues and passengers at the forefront of our operations. The system also enables detailed, real time analysis of data to be undertaken to identify where improvements in technologies or building fabric can be made, thus reducing energy consumption and overall operational costs. The improved granularity of the data enables the Sustainability Team to provide detailed reports on energy performance to help raise the awareness of environmental issues across the business. The data also provides sufficient detail to demonstrate return on investment for new, or future, technologies. Waste Management Recycling Following on from our work to improve recycling across the network we have continued to introduce recycling facilities and now have a standard general waste and dry mixed recycling bin provision at the majority of our stations. We have produced a Station Waste Management Guide to outline the minimum requirements for managing waste and improving recycling. Alongside the guide, we have delivered briefings to station and cleaning staff to relay the importance of segregating waste and helping GWR to achieve its 75% recycling target. To help recyclable waste be easily identifiable we have introduced using green tinted bags in recycling bins. This helps our customers and staff easily identify waste destined to be recycled. Communicating our recycling approach Being conscious that much of our waste management happens behind the scenes, we engaged a Bristol based specialist sustainability communications agency to produce a short video showcasing how we re making our operations more sustainable and reducing waste. The video is available on the GWR YouTube channel and was posted out on Financial Year Service Group Name PPM% CaSL% Planned Trains Run Late Late 2016/17 Heathrow Connect ,881 1, /17 London - Bristol ,618 1, /17 London - South Wales ,489 1, /17 London - Cotswolds ,501 1, /17 London - West of England ,246 1, /17 Outer Thames Valley ,275 3, /17 Inner Thames Valley ,199 4, /17 Reading and Oxford Suburb ,702 3, /17 Thames Valley Branches ,630 5, /17 North Downs ,946 1, /17 Bristol Surburban ,243 4, /17 Devon ,903 2, /17 Plymouth and Cornwall ,692 4, /17 South Wales - South Coast ,423 2, >120 Late

7 12 You can contact us: By phone on Through the web at GWR.com Or by post at: FREEPOST GWR Customer Support 10524/0417