Stakeholder News Issue 12 November 2015 Welcome from MD, Jamie Burles Welcome to the latest edition of Stakeholder News. As ever, it provides updates on key developments and progress across the Abellio Greater Anglia network over the last couple of months. Highlights include a refresh for a further 26 Class 321 electric multiple units (used on services to Southend, Chelmsford, Witham, Braintree, Colchester, Clacton, Harwich and Ipswich); a refresh (including new seat covers) for our Class 170 diesel units (used on local services in Norfolk, Suffolk and Cambridgeshire); more progress on the upgrade programmes for the intercity carriages, class 317/6 and class 360 units; further enhancements to the station cleaning regime ; more station upgrade work (from major schemes at Norwich, Ipswich and Cambridge to smaller scale, but equally important, projects at locations such as Brampton, Hertford East, Newmarket and Prittlewell) and more integrated transport initiatives. We continue to invest in and focus on raising service standards, day in, day out. Feedback from customers on the rolling stock refresh schemes is reassuringly positive and will hopefully be even more marked as more and more upgraded trains enter service. Stations, too, are being further improved with the launch of a more extensive heavy clean programme (and a new link on our website highlights the wider programme of station upgrades we ve delivered). We are also relentlessly targeting better performance, which remains our customers' first priority. Recent weeks have seen some better results, but still not the level of consistency either passengers expect or we intend to deliver. Close working with Network Rail is aimed at ensuring everything possible is being done to keep on improving punctuality, whether it be more reliable infrastructure, better performing trains or lessening the impact of external factors such as severe weather, fatalities, bridge bashes or trespassers. A positive feature of the last few weeks has been external recognition for some of the progress we have made at the National Rail Awards, Community Rail Awards (featured elsewhere in this issue) and the Railstaff awards where our Customer Service Training team who deliver our "Inspire" employee customer service training programme won the Best Training Team of the Year award. On wider business improvement matters, we were also pleased to gain 5* "recognised for excellence" accreditation by the British Quality Foundation. Equally pleasing was the opportunity to say thank you to our fantastic station adopters at our Annual Station Adopters Awards event in mid-october. The work they do to help make many of our stations (especially some of the smaller, more rural, unstaffed locations) proud gateways to their communities is remarkable - and appreciated not just by everyone at Abellio Greater Anglia, but by customers and local residents alike. Finally, a brief update on the franchise process and the Great Eastern and West Anglia Taskforce agendas. The East Anglia franchise Invitation to Tender was issued by the Department for Transport (DfT) in September, so bidders are now busily preparing their submissions. We recommend that you keep on pressing Ministers and the DfT (as well as bidders) on the improvements you wish to see, as until the contract is agreed there are opportunities to influence the outcome and upgrades we can expect. Meanwhile, the work of the Great Eastern Main Line and West Anglia Taskforces continues. Both are making good progress and it is clear that the coordinated, committed approach both are bringing remains key in securing the enhancements we all wish to be delivered over the next decade. We need to keep up the momentum. I hope you find this update useful. Please email any feedback you may have to Jonathan Denby, our Head of Corporate Affairs at jonathan.denby@abelliogreateranglia.co.uk Jamie Burles Managing Director Abellio Greater Anglia //Class 321 refurbishment In our last edition of Stakeholder News we announced that 10 of our Class 321s would receive a major interior refurbishment and a further 40 would receive an interior refresh. This news has since been widely welcomed by stakeholders that use the routes served by the Class 321s. We are therefore extremely pleased to confirm that another 26 trains will also receive a refresh as part of a 700k investment programme. This scheme will deliver new seat covers, better lighting, improvements to flooring and wall panels and an enhanced deep cleaning programme. When added to the upgrade work which was carried out on 17 Class 321s around the start of the franchise in 2012 and the special refurbished demonstrator 321 unit in 2013, it means that all of the 94 Class 321s used our network will have received customer-focused improvements in recent years, despite two very short franchise terms. We are delighted to have been able to agree this refresh for a further 26 of our Class 321 trains, markedly upgrading the customer environment on these carriages which are used by many thousands of our passengers every day. We will continue to improve service quality for the remainder of our franchise, building on the 36.5 million programme of investment already announced.
2 Will Quince MP (left) and Cllr Julia Havers (third from right) view the new ticket machine at Hythe station. //New TVM at Hythe station We were delighted that Will Quince, MP for Colchester, was able to join us in September to officially unveil our new ticket vending machine (TVM) and CCTV at Hythe station. The 44K investment now makes it possible for customers using the station to purchase their tickets before boarding the train (or collect tickets that they have previously bought online) and the installation of CCTV will enhance customers feelings of safety and security while they wait for trains. The Scheidt & Bachmann machine, which replaces the existing Pertis one, will display relevant information concerning any travel restrictions that may apply to a particular ticket type, helping to ensure that customers are easily able to buy the correct and most appropriate ticket for their intended journey. //Boost for Wickham Market We would like to congratulate the East Suffolk Lines Community Rail Partnership (ESLCRP) for securing a 25K grant to restore the canopy at Wickham Market station. This very welcome news means that passengers will now benefit from better shelter. The restored canopy will form part of the Station House Community Connections scheme, which aims to bring the original station house back into community use. The Association of Community Rail Partnerships (ACoRP) - who administer a designated fund on behalf of the Department for Transport helped to fund the project. Construction is expected to start next spring and we look forward to updating you on its progress. //Award for Harwich adopters Congratulations to the station adopter team at Harwich Town for winning the Small Projects Award at this year s Community Rail Awards. The team, led by Georgeta Busuioc and Sue Robinson, supported by the Essex & South Suffolk Community Rail Partnership, scooped the award for their transformation of the station garden. Georgeta and Sue became adopters of the station in 2014 and, with their team of helpers, set about clearing weeds, rubble and rubbish from a disused area of the station to create a beautiful garden teeming with flowers and plants, most of which were donated by the volunteers and local people. They also planted the tubs on the station platforms to create a bright welcome for station users and visitors to the town. The project, which took five weeks to complete in 2014, was achieved for under 500 and the garden, carefully tended by Sue and Georgeta, has brought pleasure to station visitors ever since, leading to the Community Rail Award. Supporters of the project included the Harwich Town Residents Association, Friends of the Earth, the Essex & South Suffolk CRP, Cheryl Thompson, the station adopter for nearby Dovercourt Station, the Harwich Mayflower Project, which is based at Harwich Town Station and the Harwich Brewery. It really is great to see this partnership approach and the efforts of our station adopters and community volunteers receiving national recognition. The garden has been transformed and is now a lovely place, fully deserving of this notable award. We'll continue to work together to develop community rail lines and we are backing that commitment with the further 20% increase in funding we have made as part of current short franchise to October 2016. //130 years of March station Rail enthusiasts took a nostalgic walk down memory lane as a Cambridgeshire railway station celebrated its 130th anniversary in September. March station became a hive of activity as local residents and station visitors took a step back in time and celebrated the occasion. FORMS (Friends of March Railway Station) hosted the anniversary event, which included a 1940s display, model railways, prize draws and children s games. The heritage rooms were also opened for people to visit and find out more about the station which has served the local community over the past 130 years. We re very grateful to the Friends and the Hereward Community Rail Partnership for all their work with the local community to promote train services at March and we are pleased the anniversary event was a success.
3 //Waiting room at Manningtree Passengers at Manningtree station are benefiting from a better waiting environment thanks to an upgrade. The new waiting room features DDAcompliant push-button automatic doors, train departure summary screens and energy-efficient heating, as well as new flooring and seating. It also offers passengers the opportunity to charge laptops and mobile phones and work while they wait. The look, presentation and facilities of the new waiting room offers passengers a much-improved, more comfortable waiting environment. Manningtree s new waiting room //Recognition for station adopters We would like to applaud all of the winners at this year s Abellio Greater Anglia Station Adopter Awards. The annual awards ceremony, which was held in Chelmsford on 16 October, recognises the hard work undertaken by our station adopters across our network. These volunteers do an amazing job in improving station presentation, maintaining an attractive environment for our passengers and creating impressive gateways to the local communities they serve. The winners at this year s awards were as follows: Best Small Station Wymondham Best Medium Station Thetford Best Staffed Station Ely Best Adopter Group March Best Newcomer Sue Wood, Great Bentley Community Involvement Rayleigh Most Improved Station Weeley Best Personal Contribution Mike Warner, Reedham Janet Cloke (Althorne) and Annie Northfield (Witham) also won our Judges Special Award for their fantastic long term service. On behalf of everyone at Abellio Greater Anglia, we would like to congratulate the winners and thank all of our station adopters for their hard work in making our stations lovely places to travel to and from. Judges Special Award winner, Annie Northfield with Abellio Greater Anglia s Neil Grabham. Best Adopter Group - March station s adopter team.
4 Prittlewell station was officially opened by Sir David Amess MP and Cllr Andrew Moring. //Prittlewell improvements Significant improvement works at Prittlewell station have recently been completed. Sir David Amess MP and The Mayor of Southend, Cllr Andrew Moring, visited Prittlewell Station on 12 October at a ribbon-cutting ceremony to mark the completion of the works. The scheme involved carrying out repairs to the station canopy and platforms; a complete repaint; lighting improvements; construction of a new, improved waiting room and installation of a new ticket vending machine (TVM) and CCTV. The dividing wall between the existing booking hall and the new waiting room has been removed to create a larger, brighter space. The new waiting room also benefits from DDA- compliant push-button automatic doors, a train departure summary screen and energy-efficient heating, as well as new flooring and seating. In addition, the waiting room and platforms have benefited from new, more comfortable wooden style seating, which replace the older style metal benches. The new seating improves the appearance of the platforms and is compliant with the requirements of the Disability Discrimination Act to enable easier use by those with mobility issues. The provision of a new ticket vending machine means that passengers will be able to purchase their train tickets before they travel and even collect tickets which they have bought online. Further enhancements include repainting of the station entrance, along with all timber, steel work and lighting columns around the station. The existing lighting in the station has also been upgraded where required and ten new cycle stands have been installed adjacent to the new ticket machine. We believe these works have transformed Prittlewell station and we have already received some very positive feedback from customers and stakeholders. We are now actively recruiting for a station adopter at Prittlewell station. If you are interested, or you know someone who would be, then please do get in touch, by e-mailing Rebecca Richardson at rebecca.richardson@abelliogreateranglia.co.uk //National Rail Awards successes We are pleased to report that we were commended for a number of achievements at this year s National Rail Awards, which were held in London in September. Notable successes included: Winners with Network Rail of Best Large station for London Liverpool Street in the Station of the Year award Highly commended for Bures in the Small Station category of the Station of the Year award Finalists in the Putting Passengers First category with Network Rail, for train "coasting" to minimise the impact of engineering work On London Liverpool Street the judges said: "An outstanding example of a 1990s station reconstruction being maintained to the highest level 25 years later. Despite being one of the most difficult stations to manage, it scored highly on presentation, facilities, information, retail, cleanliness and customer service." On Bures the judges said: "Passengers arrive through landscaped gardens to be met by further flower displays on the platform and an immaculate waiting shelter, with a history of the line. This station is a pleasure to use." The "Coasting" project on the Great Eastern route involved trains coasting through an area adjacent to where overhead line equipment renewals work was underway. This meant that passengers could complete their journeys by train without the need for a replacement bus service. Judges said that the project "sets a great example of teamwork, creative thinking and a real desire to put passengers first." The recognition is the latest external endorsement of our positive approach and progress. Earlier this year we won both the Small Scale Projects award for the "Coasting" project with Network Rail and the Cross Industry Partnership award with RSSB, Network Rail, the Department for Transport and Bombardier for the batterypowered train (or Independently Powered Electric Multiple Unit) trial at the Rail Innovation Awards, and the Integrated Transport Excellence Award at the Rail Business Awards. We also won the Passengers Matter award at last autumn's Community Rail Awards, for our development of more frequent train services, upgraded station facilities, higher customer service standards, enhanced ticket purchasing arrangements and improved integrated transport links on the East Suffolk line between Ipswich and Lowestoft. We are really pleased to see the proactive approach of our teams, our partners and, in the case of Bures station, our station adopters, receiving national recognition for their efforts in raising service standards for customers and communities across our network. The endorsement for our efforts at stations large and small and our coasting project, illustrate how we try to deliver an excellent service for our passengers on all the routes we operate. Following on from other awards for trialling an innovative battery-powered train, our integrated transport improvements and delivering ongoing customer-focused upgrades on the East Suffolk Line, they illustrate how we strive to consistently offer a better service for travellers across every aspect of our operation.
5 //Brampton station event Dr. Therese Coffey, MP for Suffolk Coastal, visited Brampton station on Friday 9 October to officially reopen the improved station following completion of platform reconstruction works. The station was temporarily closed for nine days in August to enable the 350k improvement works to be undertaken quickly rather than over a number of weekends. The work included reconstruction of the existing platform, resurfacing, installation of new coper stones and tactile paving and new platform drainage. The station entrance was resurfaced and new fencing installed, together with brickwork repairs and minor vegetation removal, as part of the project. The renewal of the platform and associated improvements at Brampton is an important upgrade, demonstrating our commitment to invest in our stations to provide passengers with better facilities and an improved environment. We are grateful to our customers for their patience whilst the works took place and for the cooperation of local residents. Dr. Therese Coffey said: Brampton station is clearly valued by local residents and after much use, the wear and tear of the platform became obvious to passengers. I m delighted that Abellio Greater Anglia has invested in the station, giving a better experience for passengers. //Cleaner stations programme begins In October we announced that we would be introducing an enhanced cleaning programme at rail stations across the network to maintain the high standards expected by customers. We will be investing over 300,000 to improve the station environments at 20 stations over the next year, with more to be added to the programme at a later date. The extra focus on cleanliness will see a team of specialist cleaners descend on the stations, in addition to the usual cleaning routines, thoroughly cleaning away grime from all areas of the stations including glazing and signage. The first stations to benefit over the next 12 months are: Billericay, Bishop s Stortford, Broxbourne, Cambridge, Chelmsford, Cheshunt, Colchester, Diss, Ely, Enfield Lock, Harlow Town, Hatfield Peverel, Ingatestone, Ipswich, Kelvedon, Marks Tey, Norwich, Stansted Airport, Shenfield, Stowmarket, Tottenham Hale, Ware and Wickford. With thousands of people passing through our stations every day, it is really important that our cleaning regime is efficient and effective. This new programme has been designed so that we achieve the highest standards of cleanliness and improve our customers experience at some of the busiest stations across our network. The reopening ceremony at Brampton station. //More passengers We are always looking for ways to increase patronage on our rural services. We are therefore very pleased to see that passenger numbers have increased by 5% in the peak summer months of July and August on the Great Yarmouth line. More than 105,000 passenger journeys were made on the line over those two months compared to 100,000 in 2014. This successful passenger increase is largely due to the additional summer services that we introduced to meet increased demand for visitors travelling to Great Yarmouth for holidays and mini breaks. We added two extra return services (four services in total) on Saturdays and four extra return services (eight services in total) on Mondays and Fridays over the school holiday period. As well as offering a more frequent service, the hire of an extra locomotivehauled train (using Class 37 locomotives and carriages hired from Direct Rail Services) helped to improve train performance and reliability, as well as providing extra seating and luggage capacity on some busy services. Over recent years we have seen an increase in holidaymakers visiting Great Yarmouth by train for short breaks and weekends, in addition to those taking the more traditional week and fortnight holiday. By running extra trains this summer, we improved not just service frequency, but also reliability and capacity, thereby encouraging more people to travel and helping to boost the local economy.
6 //Cambridge update The major station upgrade scheme at Cambridge station is moving ahead rapidly with significant progress in a number of areas. Works started to construct the new ticket office and booking hall in August. In order to not inconvenience our customers we opened a temporary ticket office, which features seven ticket office windows. We also moved the existing four ticket vending machines in early September and complemented these with an additional three machines. The remodelled booking hall will provide a larger circulation space for customers, with the area for ticket purchase separated from the main walking route through to the platforms. This, along with a wider gateline, will mean that there is more space during busy periods, removing congestion between customers walking through the booking hall and those purchasing tickets. Additional TVMs will also be installed, bringing the total number to 10, as well as more ticket windows to speed up ticket sales. Access doors from the forecourt will be increased from two to four, and the doors to the platforms will be increased from two to five. The construction of the new secure multistorey cycle parking facility is also progressing well with the construction of the structure due to be completed by the end of this year. We will then take forward the fit-out of the facility. Once complete the facility will contain space for 3,000 cycles with cycle hire and maintenance facilities. These works are expected to be completed by the end of spring 2016. We will, of course, keep you updated on its progress. Artist s impression of Cambridge station booking hall. //Oyster on Hertford East branch Customers on our Hertford East branch can now enjoy the benefits of Oyster and contactless pay as you go with the extension of this popular ticket facility along the line. Passengers can touch-in / touch-out at the validators provided on the platforms and use Oyster and contactless for journeys to London and back, providing more flexibility, cheaper fares and greater convenience. The introduction of Oyster and contactless to Rye House, St. Margaret s, Ware and Hertford East, has been delivered by Abellio Greater Anglia as an additional benefit for rail passengers, over and above our franchise commitment within the current short franchise contract to October 2016. It reflects customer feedback seeking introduction of the smartcard option as soon as it was practical. Welcoming Oyster to Hertford East are (left to right): Michael O'Callaghan, Abellio Greater Anglia s deputy Customer Service Manager, Matthew Chivers, Head of Revenue, Mark Prisk MP and Sophie Barker, Commercial Planning and Analysis Manager.
7 //Newmarket station improvements begin Works to improve customer facilities at Newmarket station have now started thanks to a joint investment between local stakeholders and Abellio Greater Anglia. The project will deliver up to 100k worth of improvements, including a new ticket vending machine, replacing the waiting shelter and benches, an improved cycle shelter, an LED customer information screen, and relining the car park. Station signage will also be greatly improved and promote the town s rich horse racing heritage. This is a significant upgrade to Newmarket station which will create an improved ambience and pleasant station environment for our customers. This scheme would not have been possible were it not for our partnership with Suffolk County Council, The Jockey Club, Newmarket Racecourse, Tattersalls, and Suffolk Coasts and Heaths Area Of Outstanding Natural Beauty. We are very thankful for their continued support and for helping us to deliver improvements that Newmarket customers have called for. We look forward to updating you as the various stages of this project are completed. The new waiting shelter at Newmarket station. //Franchise update I am sure you are all aware that the Invitation to Tender (ITT) for the East Anglia rail franchise was published by the DfT in September. As part of the ITT the DfT also released the Train Service Requirement (TSR) for the next franchise, which outlines the minimum number of services that the successful bidder must deliver across the network. A key part of the TSR included the provision for at least two 90 minute weekday London to Norwich services. There was no specification within ITT for new trains. However, it is included as an option, alongside refurbishment of existing rolling stock on the franchise or cascaded rolling stock. It will now be up to the shortlisted bidders to decide their approach on these options. In order to ensure continued customer service improvements the successful bidder will be required to meet a new customer experience performance measurement model. The model will consist of three key performance indicator targets set by priorities raised by rail passengers. They are: Customer Experience, Presentation of Facilities and Staff Performance. Bids for the next franchise are due to submitted by 17 December and it is expected that the winner will be announced in summer 2016 in time for an October 2016 start. //MkIII update We are pleased to report that our MkIII intercity fleet refresh is still progressing well with 36 carriages (around a third of the fleet) now complete. A significant milestone in the scheme has now been fulfilled with the completion of the first modified catering car. This car now provides an additional 54 standard class seats. Once all modifications are complete we will have delivered an additional 2,500 seats a day or over 600,000 a year! The refresh of our MkIII fleet started in December 2014 at our Norwich Crown Point depot. The scheme sees improvements throughout for both First Class and Standard carriages including, plug points; new LED lighting; new carpets; new tables; new seat covers; upgraded environmentally-friendly controlled emission toilets with new floors and new taps; re-painting of the carriage interior saloon and vestibule panels, walls and ceilings. The work is being carried out by our partner for the project Vossloh Kiepe and the full programme is due to be completed by the end of our current short franchise in October 2016. //Ipswich station work update If you visit Ipswich station booking hall you will notice that works have just started to upgrade the station s booking hall and waiting facilities. The project is being funded by the National Stations Improvement Programme (NSIP), which is a jointly funded and delivered programme - involving the Department for Transport, train operators and Network Rail - to improve passenger satisfaction by making a noticeable and lasting improvement to the environment at selected stations and to introduce sustainable transport enhancements. Key features of this 2m project include the construction of a large internal waiting area for customers, with an expanded gateline, additional retail units and better customer information facilities. The booking hall and ticket office area will also be refurbished with four ticket desks and an additional ticket vending machine. Works on the waiting area has already started and the ticket office works are due to commence in spring 2016. The entire scheme is set for completion by September 2016.
8 //Train named for ESTA celebration ESTA - the East Suffolk rail travellers association which helped save a vital rail line from closure celebrated its 50th anniversary with the naming of a Class 156 train. ESTA was formed in 1965 and its founder members helped save the East Suffolk Line, which was threatened with closure in the 1960s. The train was officially named ESTA 1965-2015 by Peter Aldous, MP for Waveney, at Lowestoft station on 6 November. Since its formation, ESTA has supported bus and train integration at Halesworth, the retention of Lowestoft station and its central site, the modernization of the railway and construction of a passing loop at Beccles to enable today s hourly train services to operate. It is a voluntary independent body and works with councils and operators to retain and develop train and bus services and facilities. Its aim is to further the interests of public transport users in the area between Ipswich and Lowestoft. Trevor Garrod, Chairman of ESTA, said: "We are delighted that Abellio Greater Anglia is, in naming this train after the East Suffolk Travellers' Association, paying tribute to the voluntary work done by so many of our members over the past five decades to campaign for better public transport in our area and to promote it. This is not the end, however. We shall continue to press for more capacity on the trains and more bus/train co-ordination, giving an attractive alternative to the private car for many journeys." //Great Eastern Main Line Taskforce update The Great Eastern Main Line (GEML) Taskforce held its latest stakeholder meeting in Ipswich on Friday 23 October. Co-chairs Mark Pendlington and Chloe Smith MP were able to update attendees on the progress made in recent months. The East Anglia franchise Invitation to Tender (ITT) requires 4 weekday trains to achieve "Norwich in 90" and 2 weekday trains to achieve "Ipswich in 60" from 2019, setting a deadline for a key step forward. The frequency improvements are planned to be in addition to the existing services so, as has always been the case, everyone along the line is intended to gain from the work to upgrade the GEML. There is also clear guidance to the bidders from the ITT and from Taskforce members that a major upgrade to rolling stock (ideally new trains) is being sought. From an infrastructure perspective there are two key priorities - to secure some initial upgrades over the next 3-4 years, as well as undertaking the preparatory work that ensures that major schemes such as a new "double track" bridge at Trowse near Norwich; an upgraded junction at Haughley north of Stowmarket; new loops (to allow faster trains to pass stopping or slower trains between Colchester and Witham) and signalling upgrades south of Chelmsford, are all undertaken between 2019 and 2024. So the future looks positive, with initial steps forward with rolling stock and some infrastructure upgrades targeted by the end of 2019 and more improvements by 2024. However, maintaining the pressure to ensure that these enhancements happen remains just as crucial as ever, so the Taskforce is fully focused on pressing for delivery of these initiatives as soon as possible and will not rest until all of the upgrades are achieved or guaranteed. //Hertford East station works We were delighted that Mark Prisk, MP for Hertford, visited Hertford East station in October to officially mark the completion of the recent station upgrade programme. Improvements to the station included refreshed exterior brickwork, a restoration of the booking hall walls and floors, new heritage style benches, new cycle racks, and replacement of the pigeon netting on the two platforms. The scheme was funded through a partnership between Hertfordshire County Council, the Rail Heritage Trust and Abellio Naming the train (left to right): Jonathan Denby of Abellio Greater Anglia, Rod Lock, ESTA, and Peter Aldous, MP for Waveney. Greater Anglia. We would like to thank our partners for their contributions and continued support. Hertford East station is one of the most recognised buildings in the town and we are very pleased with how the project has restored it to its former glory. //Improvements at Elmswell station Passengers using Elmswell station are benefiting from an improved station environment thanks to a recently delivered station improvement project. The scope of the works included the installation of new customer information screens and a station repaint. The installation of the Customer Information Screen means that for the first time passengers can see real time train running information and details about train departures and arrivals while they wait. The station, including all timber, steel work and lighting columns, has also been repainted in our corporate colours. We know that many of our customers and stakeholders from Elmswell wanted to see an improvement in the provision of customer information. We hope these enhancements will make a positive difference.
9 //Inspire training team success We are thrilled to report that our customer service training team won the Training Team of the Year category at this year s Rail Staff Awards. The team were presented with the award for developing and encouraging staff to put the customer at the heart of everything they do through their Inspire training programme. This programme provides additional training for all of our staff, enabling them to provide the best service possible for the over two million passengers a week using our services in London and the East Anglia region. Mystery shopping surveys have demonstrated that the training is having a positive effect with many staff achieving perfect scores of 100% when they are secretly assessed by mystery shoppers. The RailStaff Awards, which is supported by the Rail Alliance and Young Rail Professionals, is an annual industry event recognising the hard work, courage and professionalism of the men and women who deliver Britain s railway. RailStaff Awards 2015 received around 1,200 nominations across 20 categories, approaching 40,000 votes and welcomed close to 1,000 guests at the ceremony on 10th October. I am sure you will join us in congratulating the Inspire Team on this achievement. Since we took on this franchise we have been concentrating our efforts on improving the customer experience and we are pleased that programmes such as Inspire are having that effect. //Recognised for excellence We are constantly looking to improve the way we work and maintain a high standard of management practice. It was, therefore, a significant achievement to be awarded a 5-star Recognised for Excellence accreditation by the European Foundation for Quality Management (EFQM). The EFQM Recognised for Excellence accreditation is a peer-assessed programme that judges business management practice and recommends ways in which they can improve. In order to qualify for 5-star accreditation businesses must demonstrate the following criteria: They are a high profile organisation where change is well managed. The Inspire Training Team with their award. The business improves, refines and simplifies the practices it uses to achieve its goals. Have ongoing results in line with its strategy. We are very pleased that our assessors rated our business practices so highly. This accreditation now provides us with a framework to further increase our productivity and efficiency and we look forward to continuing this success. //Station work interactive link You will have seen from several of the articles in this edition of Stakeholder News that we are committed to continuing to deliver station improvements across the network. To help you keep track of these improvements we have developed an interactive network map, which outlines the improvements we are making or have recently made to our station facilities. You can take a look at the map through the following link on our webpage: www.abelliogreateranglia.co.uk/improving Our Marketing Team will be updating this map as projects develop so please do look it up on a periodical basis. Keep in touch... We hope you have found this newsletter interesting and informative. If you would like to discuss anything you have read further, please get in touch with Jonathan Denby, our Head of Corporate Affairs, by emailing jonathan.denby@abelliogreateranglia.co.uk or call us on 01206 363955.