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In This Issue The South Western Report Issue 7 Summer 2020 Waterloo station but not as we know it How we handled Covid-19 02 A message from Mark Hopwood 06-07 New Class 701 trains: two page special In this 03-05 Covid-19: a special update 08 Transforming Island Line 03 Keeping our region moving 08 Helping passengers breathe more easily issue... 04 Looking to the future 09 Shortlisted for five industry ‘Oscars’ 2 Responding to COVID-19 and moving forward Managing Director Mark Hopwood I have been at the helm of South Western Railway (SWR) for a little over 6 months, and whilst I knew when I joined the company that I’d face many challenges, no one could have predicted that the biggest challenge would be responding to a deadly virus. Coronavirus has had a significant impact of July, we increased our level of service on SWR, as well as the wider industry, to around 85% of our normal timetable, with passenger numbers falling overnight. and we are planning further increases for At the height of lockdown we saw around September. 4-5,000 key workers passing through Prior to COVID-19, we had begun to Waterloo station each morning as see the early signs of improvement opposed to our usual 125,000 passengers. in performance, and over the last few For someone who has been in the months with fewer people travelling, and industry for over 30 years, it has been a fewer services running, our train peculiar time. I have always been the one performance has been significantly encouraging more passengers onto the better. The challenge as we add in further communities to the railway. Recently, we railway, but instead I have recently found services and see more passengers ran a special ‘fact-finding’ train down the myself doing the opposite and asking returning to the railway is how to former Fawley branch line after passengers to only travel if necessary. maintain that improvement while Hampshire County Council was awarded meeting demand . At the time of writing, Like all businesses during the pandemic, funding for a feasibility study into its we are still achieving over 90% daily. we have seen an increase in the number reopening. Joining me were the Rail of colleagues off work, ill or self-isolating, As an industry, we have also seen a Minister, Chris Heaton-Harris, Network and as result we have been running a temporary change in how franchises Rail’s Chair, Sir Peter Hendy and Wessex reduced service on our network. Despite operate, with Emergency Measures Route Director Mark Killick, along with this, our focus has been on running a Agreements resulting in the Government some council colleagues, to take a look reliable service for those that need it, taking on the cost and revenue risk of at the opportunities the line might offer. including the key workers who have been running franchises across the UK. This As the country moves out of lockdown keeping our country safe through these has allowed us to maintain all colleagues, and we welcome customers back on to difficult times. without the need to furlough and has the railway, people's travel patterns highlighted how lucky we are to receive As time has gone on, lockdown may well have changed. We will need such support, and how vital the railway restrictions have eased, and with more to be agile - in terms of managing these will be in helping our communities and colleagues returning to work, we have demands and providing flexible ticketing the economy as a whole to recover. gradually increased the number of options - in order to meet our services we are running. At the beginning I believe in connecting more people and customers' needs. The South Western Report | Summer 2020 Covid-19: a special update 3 Refunding customers With many of our customers following government guidance and working from home, we saw a significant increase in requests for refunds – 47 per cent more than we would normally receive in a whole year. Keeping our region moving Despite a nationwide lockdown, our railway has continued to provide a critical service for those key workers who rely on us, so we can rely on them. We have needed to keep our customers 99.9% of viruses and bacteria for up to 28 and colleagues safe while continuing to run days. services. To do this, we have taken We’ve also introduced hand sanitising measures to enhance our cleaning regimes, machines at over 100 of our stations, Although our Customer Services while also helping to facilitate social allowing customers to clean their hands Centre closed during lockdown, we distancing on our trains and at stations. before and after they travel. were soon able to reopen with social Cleaning teams have been paying distancing in place to begin Social distancing has also been key to particular attention to commonly refunding our customers as quickly keeping our customers and colleagues touched areas, where the risk of cross- as possible. safe. The station and engineering teams contamination is greater. For example, have been working round the clock to put ticket machines, grab rails and handles, Through the hard work of the in place over 50,000 vinyls, stickers and staircase handrails, touchscreens and door customer services team, by the end posters on board trains and at stations. opening buttons have all been cleaned of June we had processed all Our aim has been to engage, educate and more regularly. outstanding refund requests – a total encourage our customers, for example, on of 36,269 within 12 weeks. We have also rolled out a powerful the importance of wearing a face covering sanitising ‘virucide’, Zoono Z71, which kills on public transport. Supporting key workers Our colleagues have been grateful for the nation’s support of key workers during the pandemic. Wherever they have been, whether at depots, stations or working We also donated PPE to the emergency services, NHS, and care from home, our colleagues have also been eager to recognise the providers, to assist in their efforts in the fight against coronavirus. hard work of others despite being key workers themselves. This included a donation of spare equipment to Woking Homes, a They’ve participated in the ‘clap for the NHS / carers’ campaign, care home that provides residential care for retired railway with depot teams and drivers even sounding train horns in support. workers. The South Western Report | Summer 2020 Covid-19: a special update 4 Performance still our priority James Royal, Performance Strategy Manager We’ve remained committed to driving up performance, with improvement schemes continuing throughout the pandemic in readiness for the return of more services and customers later this year. Since the introduction of our amended April the number of speed restrictions has timetable, service punctuality on our reduced by over 50% – from 43 to 20 (July network has remained strong with over 2020). New performance working groups 95% PPM compared to 80.5% at the end Despite the pandemic, the work of the JPIC of last year. Assisting ill customers continues to address the many challenges We’re still working hard to minimise the on the network so performance can This is due in part to fewer services consequential impact of customers falling improve for the benefit of our customers. operating in the peak periods and allowing ill on our services, even as delays from us to recover more quickly from the type these incidents continue to decline. For example, we have set up a number of of incidents which have a negative impact working groups with Network Rail to on our performance. To help with this, our train guards are now improve performance at a 'local level' on receiving further training in how to assist the Wessex route. Speed restrictions customers when they fall ill. For example, We’ve continued to work with our through using a 3-way call with network The first of these has already met to look colleagues in Network Rail to remove control and paramedics, the guards can at the Portsmouth region, whilst the speed restrictions which have a significant coordinate a response which could help Mainline group (Southampton to impact on the punctuality of our services. customers receive the most appropriate Weymouth) will meet shortly. I'll update treatment whilst reducing delays to other readers in the next edition on the Since the beginning of the pandemic in services on the line. outcomes of these groups. Our role in recovery As we look to the future, we’re also that as restrictions begin to ease it is marketing as well as advertising on Smooth planning for what will become the ‘new important now more than ever that we or Heart Radio to help them to promote normal’. Changes in working patterns, support them. their business across the region. with potentially more customers opting to work from home, and the majority of In July, we ran a competition to encourage As the nation looks to rebuild and kickstart offices currently remaining closed, could our customers to nominate their favourite the economy, the railway will be a key tool. change what the usual rush hour peak local business - their village’s butcher, We are playing our part through working looks like. their local artisan baker or their town’s closely with key stakeholders, such as local best café. However, behind the scenes work is businesses and authorities, to help rebuild continuing to deliver key projects, that will Our competition offered prizes to local local economies. help improve performance and the businesses, including tailored packages up customer experience on our services.
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