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Great Western Railway

Annual Stakeholder Report 2016-17

Bristol and Clifton Suspension Bridge © Kristoffer Trolle 2 3

Contents

1.0 Managing Director Foreword 5 7.0 Keeping Our Communities Prospering 30 7.1 Customer and Community Improvement Fund 31 2.0 Mark Langman, , Route Managing Director, Western 6 7.2 New Train fleet 34 7.3 Princes Trust 38 3.0 Our strategic priorities and GWR Business Wheel 8 7.4 Community Rail Partnerships 40 - TransWilts Community Rail Partnership 41 4.0 Delighting Our Customers 10 - Heart of Wessex Community Rail Partnership 42 4.1 Customer Satisfaction 11 - & Community Rail Partnership 44 4.2 Change in Customer Relations 12 - Severnside Community Rail Partnership 46 4.3 Work starts on smartcard 13 - Three Rivers Community Rail Partnership 48 4.4 New bike hire scheme launches at Moreton-in-Marsh station 14 7.5 Sustainability 50 4.5 Y Cymro - The Welshman 15 7.6 Sustainable Procurement 52 4.6 Assisted Travel 15 7.7 European Quality Foundation 53

5.0 Disciplined Operations 16 8.0 Driving Business Growth 54 5.1 Performance Overview 17 8.1 Update 55 5.2 Brand new electric trains for and the Thames Valley 19 8.2 Regional Development - Central 56 5.3 Preventing accidents and ill health at work 22 8.3 Regional Development - East 58 5.4 GWR Christmas Success at Ealing Broadway 23 8.4 Regional Development - West 60 8.5 Regional Development - Wales 63 6.0 Great People 24 8.6 Upgraded carriages for the Night Riviera Sleeper 66 6.1 Apprentices take over railway station 25 8.7 GWR proves ’s sunshine theory 67 6.2 GWR Managing Director named as Industry Leader 26 6.3 GWR Excellence Awards 27 6.4 GWR success at FirstGroup’s 2017 Be First Awards 28 6.5 GWR maintains Gold Investors In People accreditation 28 4 5

1.0 Managing Director Foreword

Welcome to this, our third annual report to stakeholders. Each year has been packed with improvements, many of them delivered in partnership with you, our stakeholders.

This report gives us a chance to look back and reflect on It has been a good year, albeit that we have not always what we have done, but also to look forward to what is delivered the levels of performance that I want to see. We to come. In this last year we introduced our first electric have worked on that. It is improving and we will make trains on the between Hayes & sure it continues to do so. Harlington and London Paddington, with services now running from Maidenhead to London using the newly We know how important good rail services are to electrified infrastructure. economic regeneration and social cohesion. You can count on us to deliver the new trains we promised, and Later this year we will introduce our brand new Intercity to keep working with you to build for the future and to Express train. This is the first new high speed train to keep our customers moving in what are increasingly be introduced to the UK for some time. The combination congested times. of the two new train fleets means our customers will go from using one of the oldest train fleets in the country, to The physical changes to our trains and network will using one of the newest. bring tangible benefits such as more seats, faster journey times and improved frequency, along with better We could not bring in the new trains if it was not for the connections in London through the new Elizabeth upgrade to the infrastructure being built by our partners line. However, the transformation of GWR isn’t just in Network Rail. There is still more to do, but with train about that- it’s about people and ensuring our business and working hard to bring GWR and Network transformation changes both, internally and externally Rail together in our Alliance we will deliver faster, more and this is truly exciting. reliable trains with the step change in capacity that is needed on so many of our routes. Thank you for coming on that journey with us.

There were a number of other “firsts” for us this year; the Best wishes first year of delivery for our Customer and Communities Mark Hopwood Investment Fund, the first award of five stars in our Managing Director EFQM Recognised for Excellence assessment, the first ISO international standards 14001:2015 and 50001:2011 for environmental and energy management across our stations, crew depots and offices. We also retained Investors in People Gold status and reached our highest ever National Rail Passenger Score for customer satisfaction. 6 7

2.0 Mark Langman, Network Rail, Route Managing Director, Western

Our alliance with Great Western Railway continues to drive success and progress. We continue to work to align our planning and working processes as closely as possible, which means better services for all rail users.

This has been a year of remarkable progress; one in which The Railway Upgrade Plan brings benefits across the Heathrow Express and Network Rail staff working seamlessly the work we have been doing in recent years has started route. Major resignalling and redevelopment of the Bristol together to make the ‘gateway to the west’ function as well to bear fruit. The huge work of the Railway Upgrade area will transform the network in the city; improvements as it does. The fact that Paddington Station has continued to Programme has required the effort of thousands of people to the weather resilience of the network are keeping the work smoothly through the extensive improvements of the past for years at a time, and we are now at the point where trains running for more of the time and shortening delays twelve months is further testament to the way our Alliance direct benefits can be seen by the travelling public. when they do happen, and we are working closely with the works at all levels. Peninsula Rail Task Force to improve the service to and from New Class 387 Electrostar trains have been running Devon and Cornwall. That said, the railway is not performing well enough as a between Hayes and Harlington and Paddington Stations system, so our primary focus is improving the daily passenger since September of last year – the first of the new electric Meanwhile, our drive for improved safety has not let up. We experience. This commitment was underlined by the recent trains to travel on the Route, and enabled by the Crossrail have the safest railway in Europe but we are not resting on creation of the Western Route Supervisory Board to formally works to extend platforms, improve signalling and install our laurels. December 2016 saw a significant moment when bring track, train and passenger into one oversight body. An the new power systems. The increased capacity has made we finally closed , replacing industry first, the board combines members of GWR, Network a visible impact on some of the nation’s most crowded it with a bridge and closing a painful door in our history. Rail and Heathrow Express with Transport Focus and an railway services, and the use of electric power has been However, we still have more to do in order to get everyone independent chairman in the form of Dick Fearn, former CEO of welcomed by West London communities for its zero- home safe, every day, so our focus is relentless. Irish Rail. emissions working. These services are now extended to run between Paddington and Maidenhead, providing 6,550 All this work needs to be done around a running railway, I look forward to working with Mark Hopwood and his team to much-needed extra seats per day in each direction. and this is where the Alliance shows its value most clearly. further improve the passenger experience in the year to come. We achieved a high point at Christmas 2016 when we These services will be joined by high-speed Intercity worked with GWR, Heathrow Express, TfL and others Best wishes Express Trains, already to be seen testing on the western to keep passengers on trains whilst closing Paddington network, and Crossrail’s new direct service through Station, using Ealing Broadway as a ’turn back’ station. That Mark Langman London. Electrification work continues, with our focus on kind of partnership is characteristic of our daily relationship, Route Managing Director, Western connecting the London-Cardiff services by late 2018. and Paddington itself shows this every day, with GWR, Network Rail 8 9

3.0 Our Strategic Priorities

ds D Delighting our customers dar ed an ica Bringing improvements to our business for st g te t perin d the long term benefit of our customers and s os Di to he pr sci managing the factors that impact customer g es pli sa i ti ne f satisfaction and analysing customer research. h i PartnershipsMeaningful e n d t e u op y th m e m ra g o t n c Reputation i i r o t u n Disciplined operations Safety t o s e g Finding ways to improve our service delivery S in and manage the factors that impact customer p e Train Service satisfaction, while maintaining and developing e Environmental Performance our commitment to safety. K Impact Capacity

S Re-value rail in u

Great people p A Recognising that our goals will only be delivered p

c Compliance the hearts and Colleague o

c

with our colleagues’ commitment and seeking r

G o Development t

D r

out new ways to deliver the best customer minds of the i u

e r v

experience possible. i a n

v e

t

t i

n travelling public p

a Colleague o

g e

b f

o

b Engagement l e

e u p a

l Keeping our communities prospering s e

f i Profitability Transformation c

Working to engage with the wider o n h

r e o

communities we serve to deliver a p s

s Agenda t e h

sustainable future in a socially responsible g ExperienceCustomer

r e

r f r way, so we become integral to their o o r w Securing infrastructure and a preferred partner with m th Investment solutions for their local needs. a n c Customer e Satisfaction s er Driving business growth tom cus Driving the revenue and profitability of our Delighting our s business, meeting our franchise obligations and er tom securing more third party investment for the C cus benefit of our customers. ommitted to our 10 11

4.1 Customer Satisfaction

Delighting Our We have seen our highest ever score for customer satisfaction, as measured by our independently commissioned customer satisfaction study. A more Customers challenging second half of the year saw a drop back in the overall scores, but we continued to drive some of the highest scores to date for satisfaction with the cleanliness of our trains.

The year also demonstrated in very clear terms how Cleanliness Cleanliness important reliability is to our customers and we are right of exterior of interior to give this our utmost attention to provide the ideal platform to deliver the best customer experience we can 77 % 81 % on every occasion. highest ever highest ever The reliability of our service is the pinnacle of the impression we leave customers with, it is also one of the key reasons for them travelling with us. Customers are also very positive about our brand new fleet. In the areas that the fleet is currently operating Our alliance with Network Rail is a fundamental part overall train satisfaction has increased by 7% and the of this; a relationship that we will continue to actively overall journey satisfaction by 5%, when compared to build to ensure more customers benefit from the service the previous fleet. enhancements that the new train fleets will bring.

Overall train satisfaction 60 %

67 %

+7 % 12 13

4.2 Change in Customer Richard Graham 4.3 Work starts on Bristol smartcard Relations Gloucester MP Work started this year on our smartcard for the . The pilot Seeing a forest of buddleia and rubbish project is being run in partnership with Bristol City Council and if successful During the year, we changed our removed from a large unused site at Gloucester could form part of a wider, integrated scheme, including MetroWest, and local customer relations provider. We - to be replaced by a new extra entrance to our rail station and 240 new car parking spaces - is bus services. wanted a provider who could offer a very good moment for Gloucester; and a an upgraded system with staff all proud one for GWR. based in the UK. Bristol City Council Councillor Mark Bradshaw said: When I first highlighted the potential of this “This investment is good news for passengers using Bristol “Technology has fundamentally changed site in 2013, civil servants shook their heads Temple Meads and the Severn Beach Line with more gates the way that we travel. Our pilot smartcard The new contract started at a time when we had an and said ‘good luck’. And there were times, in to help ease congestion, equipped with new ticket readers influx of contacts. This caused an immediate backlog the agonising four years of talks, negotiations, making smart payment for local rail travel a reality. scheme for the Severn Beach Line will in correspondence with subsequent delays in dealing silences and obfuscations involving two make buying a ticket and travelling with us with refunds, compensation claims and requests for government departments and quangos, when The smartcard, to be known as ‘touch’, will enable both much easier and more convenient. information and advice. a sane man might have dropped the idea and adults and children to add weekly and season tickets got a life. But I was bolstered by unswerving (monthly through to yearly) to their card using their online We were very concerned about the impact on customers “Initially starting with rail season tickets, it support from GWR and the city council, and account, or at a smartcard enabled ticket vending machine. and developed a recovery plan alongside Transport Focus is the first step towards wider integration ultimately Ministers saw us right. and the Office of Road and Rail. This included additional Charlotte Leslie previous MP for Bristol North West of ticketing for bus and rail across the staff recruitment, improved training, more GWR This is of course only the beginning, and now said: Bristol area. managers available to offer support at the contact centre GWR and its contractors have to deliver the “I am absolutely delighted that GWR are to trial their ‘touch’ and a quality audit. project. I know they will do their best to enable smartcard system here in Bristol, and that they have chosen “As one of the UKs leading transport travellers to access Gloucester Station from the popular Seven Beach line to begin the transfer to the Response times have now reduced considerably. There providers, GWR is committed to providing Great Western Road for the first time ever, in new scheme. is more to do and we are continuing to work closely with over 150 years of rail operations, by the end of innovative solutions to keep people moving Capita to make sure we continue to improve. the year. That would be a Christmas present “This could be another step towards creating an all-Bristol- in these increasingly congested times – from GWR well worth celebrating. transport smart payment and will make rail travel easier and and that is why we are keen to develop a more passenger friendly. I sincerely hope that the results of Meanwhile the regeneration of this site is the trial will be successful and that the project can soon be smart ticket, putting our customers first.” also proving a catalyst for other regeneration rolled out across the city.” on Great Western Road - including a new Great Western Railway, Lee Edworthy headquarters for the mental health trust and a possible University Technical College.

This is therefore a new car park with many benefits, and that’s before our next goals of work on the underpass and improving pedestrian access to the Hospital. So for many reasons I am very grateful to all who’ve taken the journey so far, and especially GWR. 14 15

4.4 New bike hire scheme launches at Moreton-in-Marsh Station 4.5 Y Cymro - The Welshman 4.6 Assisted Travel

Based on the idea of being as easy to use and as flexible as possible, GWR have To mark the re-opening of the Severn Great Western Railway has, by a teamed up with Bainton Bikes to offer a bike hire scheme that has no docking following electrification big margin, the largest number of stations and is available 24 hours a day, seven days a week. First installed at work we launched ‘Y Cymro – The assisted travel bookings, around Oxford, the scheme has now extended onto the Cotswolds including Moreton-in- Welshman’. It joins three other 165,000, of any train operator. In Marsh and Kemble stations. named weekday services between addition, we assist approximately London Paddington and South Wales: the same number of people again MP for the Cotswolds Geoffrey Clifton-Brown was at Kevin Moreland, Director of Bainton Bikes said: The Red Dragon, St David and The with unbooked requests. Moreton-in-Marsh to launch the scheme and said: “Today’s hirers want to be able to pick up and put down Capitals United. “At a Cotswold event last July I championed the increase a bike at will without having to park it in a docking Our most recent quarterly survey with users of our use of cycling in the Cotswolds, promoting more dedicated station. This is what our scheme will offer. From the booked assisted travel service revealed high satisfaction cycle ways in the region. I said that what we needed was a Bainton Bikes website, you will be invited to book a bike levels. 90% of those surveyed were overall satisfied, with ‘Boris Bike’ scheme for the Cotswolds and Bainton’s Howard and to download the app from software partners Donkey 73% of those being very satisfied. Papworth informed me of Bainton Bike’s scheme, which Republic. The app is your key to finding, unlocking and Customers praised the smooth running of the service and exactly fitted the ‘Boris Bike’ vision and was already in relocking your bike. Once you have located your bike, you said that staff were both friendly and helpful, and met operation at GWR’s Oxford station. I am delighted to attend are free to ride. passengers’ needs. The assisted travel service provides a the opening ceremonies for the scheme in Moreton-in-Marsh vital lifeline to many customers, who would not be able and Kemble, which will see the idea become a reality.’ GWR was awarded cycle innovation of the year at 2016 Cycle Rail Awards for the scheme at Oxford and is to travel without it, 87% agreed that the service enabled delighted to be able to extend to more stations. A similar them to be independent. We are incredibly proud of this scheme is also operational at station. service and the positive feedback from customers.

Y Cymro, The Welshman

The tunnel re-opened on Saturday 22 October 2016, after a six-week closure for electrification works.

GWR Managing Director Mark Hopwood said: “We appreciate how disruptive the closure of the tunnel was for customers and wanted to mark the re-opening with a celebration.

“The vital work will modernise the railway between South Wales and London and mean we can start to run brand new InterCity Express train to Wales later this year. Once electrification is complete South Wales customers will experience quicker journey times, up to 21 minutes between Swansea and London Paddington, and more seats – up to a 25% increase in seats per trains compared to existing High Speed Trains. GWR supported staff and pupils from Woodlands School in Plymouth when they were asked to meet officials from the Youth Alongside ‘Y Cymro, The Welshman’ there are 58 trains a Sport Trust and the Department For Education in Westminster day operating between Cardiff and London Paddington, to share their experiences of sport and the impact it has had on each providing over 500 seats. their lives. New bike hire scheme launches at Moreton-in-Marsh Station 16 17

5.1 Performance Overview

Disciplined 2016 was a challenging year for performance with several significant events affecting reliability and punctuality. With some proactive and positive management, Operations we reduced major risks and restored performance to deliver a safe and successful train service for our customers.

The year ahead will bring some exciting initiatives that will The year should build on this improvement, when we transform our network and deliver further improvements to start to see the full benefits brought by our new 387 our service delivery. electric Electrostar trains, and our brand new bi-mode Intercity Express Trains (IET). We have developed a closer working relationship with Network Rail through our Alliance and this will further The continued works to electrify and upgrade the increase through the new Western Route Supervisory Board. network, the operation of a brand new fleet, the cascade Our collaborative joint project team has been attentive to the of retained , the beginning of Crossrail key issues affecting performance and many projects have services across the inner Thames Valley all need to be shown significant improvements towards the end of year managed in a resilient yet effective manner to ensure which we expect to continue into this year. we keep improving reliability for customers.

Ongoing improvement work for regular maintenance and Our vision to revalue rail in the hearts and minds of in preparation for electrifying the network have impacted the travelling public is steered by our commitment to performance. This has been concentrated in the Thames Valley further improve performance, increase efficiencies and but there have also been impacts on other key points across imbue a culture of excellent service delivery every time, our network with the extensive track lowering works around every day. Bath, closure of the Severn Tunnel and a number of signalling renewal schemes. GWR PPM From 01/04/2006 until 31/03/2016 During this transformation, we have shown strength and resilience, working closely with Network Rail and other industry community partners, as well as internally with teams within our own organisation, to ensure that the impact was felt as little as possible by our customers. Wherever we can we

have gone the extra mile and added just a little more to our PPM (Periodical)

plans to keep customer moving and to make the disruption as Target) and PPM MAA (Actual painless as possible.

Despite our efforts we were not able to maintain our metric

of Public Performance Measure (PPM), the industry standard Period PPM PPM Moving Annual Average for measuring the percentage of trains arriving at their destination on time. There were a number of reasons for this, including Storm Angus and a derailed train at Paddington station. However, hard work, and flexibility from front-line staff and Network Rail colleagues has seen performance improve. 18 19

Anthony Smith 5.2 Brand new electric trains for London and the Thames Valley Chief Executive of Transport Focus Eight carriage Electrostar trains started into operation in September, from Hayes and Harlington to Paddington, with additional services added after new bay Our dedicated Stakeholder Manager continues platforms were completed in December. to work closely with GWR across a broad range of issues, representing the interests of Each train has 262 more seats per service than the two In May, the services extended to Maidenhead, and as passengers on the Great Western network. carriage trains they replaced; providing 6,550 more seats electrification of the mainline continues they will replace Engineering work required to deliver the a day in each direction. diesel turbo services on the mainline from Didcot through large investment in electrification and other to London. upgrade work continues to be a large focus and will continue to be as the intensity of Since the initial introduction of EMUs on Hayes services upgrade work increases. Using the research “The Thames Valley is one of the most we have also extended EMU operations to include peak we undertook jointly with GWR and our popular rail corridors in the UK. We workings to/from Maidenhead, with the initial operation wider insight we work intensively with the have promised the current fleet would introduced on 22 May being increased from 3 July once team tasked with managing engineering NR had completed a power supply upgrade and GWR possessions to ensure the passenger be upgraded to provide much needed were able to temporarily occupy the new Crossrail perspective is built into planning processes additional capacity and more comfortable, stabling sidings at Maidenhead. The increased use and that accurate and useful information is quieter journeys. of EMUs in the Thames Valley has also benefitted the provided in advance as well as good support West regional network with the initial Class 16X Turbo on the ground during disruption. “We started to run our first new electric deployment on the Severn Beach line on 3 July increasing capacity on that route as well as allowing existing Our work with GWR aims to focus on the trains in September and after Christmas vehicles to be redeployed elsewhere on the network. issues that matter most to passengers, as platform work was completed, on time, well as engineering work it also encompasses we were able to deliver even more of The new trains deliver consistent, high quality travel aspects such as performance, how unplanned those improvements – with our half hourly for customers across the Thames Valley, offering at-seat disruption is handled, and the customer power sockets, air conditioning, extra luggage space and experience. Over the past few months we have services between London Paddington free WiFi. They have proved to be extremely reliable and also focused on the impact on passengers and Hayes & Harlington. have received plaudits from customers. of a significant complaints backlog and the measures undertaken by GWR to address The move is part of the biggest fleet upgrade in a the problem. Great Western Railway Managing Director generation on the Great Western network, helping to Mark Hopwood drive improved journey times, increased capacity and We are also pleased to provide the passenger greater comfort. perspective on the newly-established Western Route Supervisory Board. The Board, made up of GWR, Network Rail and Heathrow Express along with an independent chair, is intended to bring ‘track and train’ closer together to drive improvements to the passenger experience, a development we very much welcome.

As ever, the constructive relationship we have with GWR is vitally important in ensuring that the passenger voice is at the heart of efforts to drive improvement on the network. 20 21

Patricia Greer Interim Chief Executive of West of LEP

In a year that has seen dramatic changes with electrification moving ahead and the ever growing number of passengers it is reassuring to see Great Western Railway’s continued commitment to working with the West of England on delivering train services and station improvements. In particular keeping the trains running during the electrification works around Box Tunnel and Bath Spa meant Bristol and Bath remained open for business.

GWR’s ongoing support and input into our £100m+ MetroWest project to re-open two lines to passengers, five new stations and half hourly services across the local network is welcomed. Whilst there are cost and timescale pressures we are pleased to see GWR remain signed up to our aspirations to transform local train services.

More imminently the arrival of Class 165/6 trains on the Severn Beach Line will enhance capacity and provide faster, more comfortable trains. Looking slightly further ahead the trial of smart ticketing on the Severn Beach Line will we hope pave the way for a truly modern integrated ticketing system.

GWR’s support for the Severnside and Heart of Wessex Community Rail Partnerships is greatly appreciated. The award winning rebuild of Severn Beach station in 2016 could not have happened without GWR and we look forward to the similar scheme at Avonmouth station being completed in 2017.

Providing the all important connectivity, rail is going to be critical in driving forward our Joint Spatial Plan’s ambition for 105,000 new homes and 82,500 new jobs by 2036. With this ambitious growth agenda and as the new West of England Combined Authority we fully expect our partnership working with GWR to further flourish and strengthen. 22 23

5.3 Preventing accidents and ill health at work 5.4 GWR Christmas Success at Ealing Broadway

This year, The Royal Society for the Prevention of Accidents (RoSPA) awarded Christmas 2016 saw the most intensive engineering work yet carried out by Network Great Western Railway a Gold Award in its prestigious annual Occupational Rail to enable delivery of the Crossrail and Great Western Route Modernisation projects Health and Safety Awards. in the London area.

The Awards recognise a company’s commitment Submissions focus on a number of points, including the to continuously improving accident and ill health role of directors and senior managers in leading health Additional measures included; prevention at work and provide a visible testimony of and safety within the organisation, how the organisation • A new footbridge at Ealing Broadway, GWR’s commitment to safety. engages employees with health and safety, how delivered by Network Rail ahead of schedule, accidents are investigated and how lessons are learnt to segregate passenger flows safely The RoSPA Health & Safety awards are held every year following them, amongst other things. and are internationally recognised and much sought • Additional GWR trained staff and management after. These awards are not rail industry specific and The submission is then judged independently by a panel volunteers to provide customer assistance organisations are judged from different industry sectors, of experts, including experts from the Institution of • A temporary mess room for frontline many are well-known household and high street names Occupational Safety & Health (IOSH) and The National Crowds gathering at Ealing Broadway station at Xmas 2016 due colleagues as well as global brands. Other winners of the Gold Examination Board in Occupational Safety and Health to improvement works • A full set of contingency and evacuation plans, Award in 2016 include Rolls-Royce, British Gas, Screwfix (NEBOSH). Organisations that maintain high standards including hiring Ealing Town Hall in case of and Servest to name a few. Success in these awards in consecutive years can win gold medals, president’s In total, Network Rail delivered 422,000 man hours, using disruption is regarded as a high accolade and showcases our awards and orders of distinction. 39 engineering trains and the services of most of the UK • Free refreshments for customers at Ealing commitment to the safety of our colleagues, stakeholders, Rail crane stock. competitors and customers. GWR believes that colleagues should have an Broadway understanding of their responsibilities when it comes to Delivery of this work package had a significant effect • The GWR Military Band played at the station on health and safety. As a result, we run IOSH Managing on GWR as the railway between Ealing Broadway and Christmas Eve Safety courses and NEBOSH National General Certificate London Paddington was closed for 6 days over the festive • A ‘one railway’ approach, involving Network in Occupational Health and Safety courses throughout period, with trains using Ealing Broadway as their London Rail, other Train Operating Companies and the year to up-skill colleagues contributing to their terminus. The GWR Possession Delivery Team led the local authorities professional development. project to ensure that the changes implemented to the train service and stations were not only managed safely but also met customer expectations during the disruption. The planning and delivery of this complex operation was a success, with no significant safety, operational or customer issues reported, while receiving very positive customer feedback, and the joint work on this scheme has seen Network Rail and GWR jointly shortlisted for the Customer Experience Award at the 2017 National L-R: Kevin Ogilvie-White, Steve Callan, Charlotte Murray, Rail Awards. Nigel Webb, Sarah Bladen, Phillip Howells and Janine Fitzgerald.

Barry Milsom (Head of Transformation) & Richard Rowland (Customer Service & Transformation Director) 24 25

Great 6.1 Apprentices take over railway station The number of people to have passed through our railway apprenticeship scheme reached the stage where we were able to staff an entire station to mark National People Apprentice Week.

GWR recognises the value of well trained, helpful and friendly staff and operates three apprenticeship schemes. The Operations Apprenticeship scheme started in 2011 and to date has trained over 90 people in front line operational roles. This is further supported by our get into management apprenticeship scheme, now called Aspire Apprenticeship, the First Group Graduate Training scheme and a four-year Engineering Apprenticeship.

“Our award winning apprenticeship programmes encompass all strands of our business, Operations level 2, Engineering GWR Apprentices past and present staffing Bristol Parkway station level 3 and our Aspire into management program is a level 4 apprenticeship. Ex apprentices covered train dispatch, the ticket offices and the gate line checking tickets and providing “Our need for skilled and innovative information to customers at Bristol Parkway station for talent has never been so important, as the day. the significant changes to our network Former Operations Apprentice, GWR Customer draw ever nearer including electrification Host, and Aspire Apprentice Josh Haskins, who and new Intercity Express Trains. took part said: Apprenticeships are at the very centre of “The Operations and Aspire apprenticeships I have completed have been a brilliant way for me to gain our future recruitment plans. knowledge and experience of the industry while developing myself as a person as well. “We see our apprenticeships as an opportunity to inspire future talent. Talent “I have been able to earn a good wage, gain numerous that knows what it’s here to do from day qualifications and gain invaluable life experience while being involved in the apprenticeship schemes. I would one, cares about it, feels part of our journey, recommend an apprenticeship to anyone who is willing and is proud of it, providing the opportunity to work hard.” to revalue rail.”

Great Western Railway Learning and Development Manager Andrew Perry 26 27

6.2 GWR Managing Director named as Industry Leader 6.3 GWR Excellence Awards

St Philips Marsh Depot in Bristol won the GWR Excellence Award for their Mark Hopwood, GWR Managing Director was named as Industry Leader of the contribution to the community. The depot raised over £20,000 for local charity Year at the Rail Business Awards 2017. Springboard when they opened their doors to the general public in celebration of 40 years of the High Speed train. Announcing the award, Rail Business Intelligence Magazine editor Robert Preston praised Mark for leading the company Also picking up an award was the Hinksey Major during a period of significant change, and challenge, as the “It was a great honour to receive the award. Possession Team, who managed the challenging 16- Great Western undergoes its greatest period of investment I see this as recognition to all the good day closure of the railway in , while at the in a generation. The extent of engineering works across the work of the whole team at GWR. same time keeping passengers moving into London, GWR network was unprecedented, he said, while reflecting the Cotswolds, to the Wilderness Music Festival and to on how the company has worked so hard to minimise the “It is a privilege for me to lead an excellent Countryfile Live at Blenheim Palace. impact on customers. team of people at GWR, who are working A total of 19 GWR awards were presented to staff from Robert said: hard to transform the experience for our 161 individual and over 50 team submissions. “This year the judges have selected someone who has customers as we roll out new or improved rarely been out of the headlines. With a strong team behind trains across the network. him, he has demonstrated an ability to innovate at short notice and keep the trains running amidst one of Britain’s “I know as we meet the challenges together Celebration of 40 years of the High Speed Train at the St Philips biggest infrastructure upgrading projects, while negotiating we will achieve our vision of revaluing rail Marsh Open Day a new direct-award franchise with significant investment in the hearts and minds of our customers.” commitments. More than 5,000 people took the opportunity to visit the depot and a never seen before collection of Class 43 Great Western Railway Managing Director Locomotives from Virgin East Coast, Network Rail, Grand Mark Hopwood Central, East Midlands Trains, and of course GWR.

Dan Panes, Head of External Communications: “To bring together an event of such size needed an GWR was also shortlisted for five awards at the RBAs awesome team who successfully met all the challenges including: Customer Service Excellence, for Passenger put before them; and in so doing raised a staggering Setting The Highest Standards - The Didcot Parkway team Information During Disruption; Digital Technology amount for a local charity.” Excellence for the social media team; Technical Innovation for Old Oak Common; Railfreight Excellence for their transportation of sea food in partnership with Intercity Rail Freight; and Maria Ludlam Driver Depot Manager was nominated as young professional of the year. Mark Hopwood (Managing Director GWR) and Robert Preston (Rail Business Intelligence Magazine editor)

The post-awards band Marion Fisher, Service Leader (second left) and Jean Wharmsby, Customer Host (right) win Dedicated to Safety 28 29

6.4 GWR success at FirstGroup’s 6.5 GWR maintains 2017 Be First Awards Gold Investors In People accreditation The GWR Care Team won the Supportive of Each Other Award for their efforts This year GWR were delighted throughout 2016. to maintain Investors In People

Alex Quintrell, a high speed train Driver in Plymouth, was (IIP) Gold status accreditation. runner up in the Dedicated to Safety Award, and GWR’s Route The recommendation follows a two-week Management Team were runners up, in the Accountable for assessment that involved the input of managers Performance category. and colleagues from across the entire business.

Tim O’Toole, Chief Executive of FirstGroup, said: “These people This is a significant achievement for GWR. We reflect our company’s Vision, Strategy and Values in their first achieved IIP Gold in November 2014, and it is behaviours and actions. Whether it be a consistent effort to a significant achievement to maintain this level. improve performance and deliver great service every single day or a one-off heroic event, they are role models and represent IIP accreditation is an external measurement the true strength of the 110,000 people across FirstGroup. of our internal people management practices, well recognised across businesses in the UK. “These awards are for everyone in the company regardless of Gold Status shows that we have gone far the role or grade, and highlight the actions taken by our people beyond the basic standard, and demonstrates and the significance of their achievement. The nominations our commitment to staff in making GWR a great received showed examples of excellence from all levels within place to work. our operating divisions and Group functions.” The IIP assessors said we had not only This year there were 705 nominations submitted from across maintained our Gold accreditation but also the Group, more than double the amount last year. For every progressed against the standard. completed nomination form received, FirstGroup donated £5 to our UK Charity of Choice partner, Prostate Cancer UK, resulting They commented on the investment we’ve in a total of £3,525. made and value we have placed in the Great Experience Makers programme and the Leadership Development Programme, which reflects the commitment we’ve made in developing our people and achieving our vision.

GWR’s care team receiving their award from Tim O’Toole, CEO FirstGroup 30 31

Keeping Our 7.1 Customer and Communities Improvement Fund (CCIF) As part of a three-year programme, this year marks the second tranche of GWR’s Customer and Communities Improvement Fund, designed to provide funding for Communities community improvements and address areas of social need across our network.

Prospering £2.25m of funding is available over three years as part of the Customer & Communities Improvement Fund. Schemes must demonstrate a tangible improvement to the local community, address an area of social need, and have a link to the Great Western network. In Year 1 of the programme, we had over £8m worth of bids for the £750k available annually, so it proved very popular! Successful schemes included travel plans for Bourne End and Marlow railway stations; an employability course for young people across South West Wales; work experience for people with learning disabilities in Devon; and a new waiting shelter at Tackley railway station.

As we enter Year 2 of the programme, funding has been provided for a total of 26 projects; these cover a wide range of schemes and are geographically spread across our network to maximise benefit to the communities we serve. Dame Kelly Holmes receiving a cheque for £31,627 for the Dame Some examples of these are the installation of illuminated Kelly Holmes Trust to help dis-engaged young people in timetable boards at selected stations on the ; repairs to the access road at St Germans railway station; a personal development and employability programme for the Dame Kelly Holmes Trust in Swindon; refurbishment of the public conveniences in Kintbury; and the creation of a new Community Rail Partnership on the North Downs line.

Applications for the final year of CCIF will open in July of this year, and bids can be registered at www.gwr.com/ccif. Worcester Foregate Street 32 Worcester Shrub Hill 33

Pershore Malvern Link Great Malvern Honeybourne Evesham Colwall Banbury Hereford Ledbury Kings Sutton Great Western Railway Tewkesbury Ashchurch Moreton-in-Marsh for Tewkesbury Network Map Wales Year 2 Heyford Station managed by Great Western Railway £35k Phase 2 of the Train Training Spa Kingham Carmarthen programme from CCIF Year 1 Charlbury Tackley Station served by Great Western Railway Whitland Gloucester Shipton Ascott-under-Wychwood Finstock Combe Route operated by Great Western Railway Narberth Hanborough Great Western Railway Summer/Limited Service Ferryside Bus Link Kilgetty Kidwelly Stonehouse Oxford Saundersfoot Stroud Airport Pembroke Dock Pembrey & Burry Port Lamphey Pembroke Tenby Llanelli Cam & Dursley Detailed view available Manorbier Penally Radley Neath Kemble Culham Appleford Swansea Severn Tunnel Port Talbot Junction Parkway Newport Didcot Cholsey Marlow Pilning Parkway Clifton Down Swindon Redland Henley-on-Thames Greenford Cardiff Shirehampton MontpelierPatchway Yate Slough London Sea Mills Filton Goring & Streatley Bridgend Central Abbey Wood Maidenhead Ealing Paddington Bristol Parkway Pangbourne Broadway Bedminster TwTwyford Hayes & Stapleton Road Tilehurst ReaReading Windsor & Harlington Cardiff International Bristol Temple Meads LawreLawrence Hill Reading West Eton Central Heathrow Airport Winnersh Airport Customer and Communities Improvement Fund Nailsea & Keynsham Hungerford Kintbury Newbury Theale Racecourse Wokingham Backwell Parson Aldermaston Heathrow Terminal 4 Street Yatton Midgham (CCIF) Franchise Years 1 & 2 Map Bath Spa Melksham Newbury Thatcham Crowthorne Weston Milton Bristol Oldfield Park Bedwyn Mortimer Sandhurst Weston-super-Mare Worle Airport Freshford BradBradford-on-Avon Avoncliff Pewsey Bramley Blackwater Trowbridge Farnborough North North Camp Dorking Westbury Betchworth Basingstoke Wanborough West Reigate Redhill Key Dilton Marsh Ash Guildford Dorking Frome Highbridge & Burnham Warminster Shalford Gomshall Deepdene Minehead Chilworth Gatwick Funding received in CCIF Year 1 Airport Bridgwater EAST Funding received in CCIF Year 2 Bruton Funding received in both Years 1 & 2 Barnstaple Castle Cary Salisbury Dean Chapelton Taunton Mottisfont & Dunbridge East Year 2 Across South Wales Eastleigh Umberleigh Southampton Airport Parkway £95k Replacement of the waiting room at Yeovil Junction Romsey Construction Youth Trust PortsmouthPor Arms Eastleigh Moreton-in-Marsh station Kings Nympton Yeovil Pen Mill Southampton Airport Parkway Vale of Glamorgan School Education Crewkerne Hedge End£6k Refurbishment of the public conveniences Tiverton Parkway Thornford Botley at Kintbury Train Training (Part 1) EEggesford Yetminster Southampton Lapford CENTRAL WEST £3k Leaflets Havant to promote visitors to Goring & Chetnole Central Bude Honiton Shoreham-by-Sea Hove Train Training (Part 2) Holsworthy Morchard Road Fareham Barnham Brighton Copplestone Axminster CoshamStreatley Whimple Chichester Sampford Courtenay Pinhoe Crediton Newton St Cyres Portsmouth Harbour £22k Improved Fratton signage and way making Worthing Across the West Yeoford Maiden Newton Portsmouthconnecting & Slough, Burnham, and Langley StExeter Davids Central Southsea Okehampton St James Park Exeter International Airport stations Robert Owen Communities ExeterPolsloe Central entralBridge Digby & Exeter St Thomas Dorchester West £30k Funding to create a new Community Rail Topsham Commando Partnership on the North Downs Line Lympstone Village Upwey Starcross £40k New footway at Theale Padstow Dawlish Warren Weymouth Wadebridge Dawlish Central Year 2 Gunnislake Newton Abbot Teignmouth £9k A project to educate disabled Newquay Calstock Bodmin Bere Alston Cornwall Torre Airport Bodmin Parkway Liskeard people how to travel independently St Columb Coombe Bere Ferrers Road Roche Menheniot A personal development Lostwithiel St Keyne Torquay £31k Newquay Totnes Bugle Causeland Saltash St Budeaux Paignton programme for dis-engaged 16-25 Quintrell Downs Luxulyan Sandplace St Germans Ivybridge St Austell Looe year olds in Swindon Par Devonport Plymouth £16k A feasibility study to determine increased facilities needed at Severn Beach station Redruth Truro St Ives Perranwell £50k Creation of a new cycle way in Carbis Bay Camborne Lelant Lelant Saltings Hayle West Year 2 Yeovil St Erth Penryn Penmere £10k Illuminated Timetable Boards for stations on the Avocet Line £1k Funding for improvements to the Falmouth Docks Falmouth Town Strawberry Line Cafe at Yatton Helston £3k Improvements to the access road at St Germans station Culdrose £62k Creation of a new car park at St Germans station £55k Design study into a new northern £12k A new touring art exhibition in the Exmouth area access route to Melksham station £3k An on-train musical project on the £70k Access improvements at Westbury £36k Enhancements of Barnstaple station entrance station £10k Funding to facilitate the opening of The Loop Cafe at Penryn £49k Training for young people with disabilities to enter the workplace £13k A feasibility study for a new footpath between Roche station and Victoria £3k Support for young families to travel by train in the Plymouth area £80k A new disabled toilet at Torquay station £3k A study to address the issue of isolation in over-50s in Torquay 34

Arrival of the Intercity Express Train under test at London Paddington

7.2 New Train fleet

The Intercity Express Train (IET) is part of the biggest fleet upgrade on the Great Western Railway in a generation, will have replaced the existing Class 180 and diesel High Speed Trains (HSTs) on long distance routes by the end of the franchise.

But in preparation for the new trains, a massive and complex GWR understands that the better the service on offer, the Elsewhere, GWR has been committed to improvements engineering project is taking place to electrify and modernise greater the benefits to the communities it serves. This to the passengers’ journey experience. This includes Brunel’s railway. GWR is working together with Network Rail on helps local businesses go from strength to strength in upgrades to stations and a refurbished sleeper service. the design, engineering and implementation of this vital work. continuing to make the west even greater. Already one There’s a deep commitment to service, with more of Britain’s largest, the network carries around 1.5 million customer-facing staff as well as enhanced use of booking passengers every week on some 9,000 services calling at technology in stations and online. GWR provides a fast 276 stations. IETs, with their greater seating capacity and and frequent service to a range of populations across reduced journey times, will allow GWR to increase their the network. From the commuter services for the ‘M4 services, taking more people where they want to be more corridor’ to the long-distance routes from Cardiff and efficiently. On board, there will be more spacious carriages, Portsmouth, this is one of the country’s most complex electric sockets, free WiFi, better catering and improved and important rail networks. The current improvements accessibility. The nine-car Class 800 Series has 576 are the most significant since Brunel’s original bold seats, 115 more than the equivalent existing trains. Each vision for the Great Western Railway. individual car is 26m long – 3m longer than an HST vehicle Heralding this new future for GWR was the rebranding GWR Body shell in Italy – allowing more leg room and extra space for luggage. There from First Great Western. The move, with the emphasis are more seats and tables in standard class, efficient air- on the ‘great’, has been about returning to the values and conditioning, a digital reservation system and well-equipped ambitions that Brunel personified. It is a complete shift kitchens, ensuring a more comfortable experience for in ethos from train operator to custodian responsible for passengers. In the longer term, the operation of an electric reinvigorating the west by returning the railway to its powered railway and using the latest technology will ensure former glory. GWR is working tirelessly to make sure the that there is less wear and tear on the tracks and a reduced The new Intercity Express Train captured at Sonning west runs faster, smoother and more efficiently for the Cutting as part of the celebrating 175 years since the demand for maintenance and repairs. The latest technology benefit of residents and visitors alike. opening of Box Tunnel will also ensure that the IETs provide a more reliable service. 37

WORCESTER Foregate Street Shrub Hill

Malvern Link Great Malvern Pershore Evesham Honeybourne Banbury Colwall Ashchurch for Ledbury Tewkesbury HEREFORD Moreton-in-Marsh Kings Sutton CHELTENHAM S PA Kingham Shipton Heyford Carmarthen GLOUCESTER Ascott-unde r-Wychwood Charlbury Tackley Whitland Combe Finstock Narberth Ferryside Hanborough

Pembroke Dock Kilgetty Kidwelly Lamphey Saundersfoot Llanelli Stonehouse OXFORD Pembroke Pembrey & Burry Port Manorbier Tenby Cam & Stroud Kemble Radley Penally Dursley Culham Severn SWANSEA Appleford Marlow Bourne End Tunnel Henley- Neath NEWPORT Junction Didcot on-Thames Parkway Cookham Greenford Pilning Bristol South Greenford Severn Beach Patchway Yate Furze Platt Bridgend Parkway Cholsey est Drayton Castle Bar Park St Andrews Road aplowBurnhamSloughLangleyIver W Hayes & Harlington Pangbourne Wargrave MaidenheadT Drayton Green Avonmouth SWINDON Goring & Streatley LONDON Shirehampton Filton Abbey Wood Tilehurst Paddington albot Parkway T Sea Mills Stapleton Road Chippenham Twyford Heathrow International Airport CARDIFF Clifton Down READING Central Lawrence Hill Windsor Airport SouthallHanwell Port Redland Theale Reading Wokingham & Eton est Ealing

r Keynsham West W t Central

Montpelier e Thatcham t

e Newbury s

e Acton Main Line r

Yatton n Kintbury Aldermaston Ealing Broadway i

Longer trains t Nailsea & Freshford Midgham

S Newbury Crowthorne

m

Weston Milton d Hungerford Backwell n Racecourse

e Sandhurst o Melksham

Weston-supe r-Mare Worle s B r Blackwater Bristol a Bradford-on- Avon Mortimer Dorking International P Trowbridge Bedwyn Bramley Farnborough Airport Pewsey BATH North Gomshall W Dorking Redhill Westbury Ash est – faster journeys BRISTOL North Camp (Deepdene) Temple Meads SPA Basingstoke Wanborough Highbridge & Burnham Dilton Marsh Frome Guildford Customers will be able to travel around the south west Warminster Shalford Barnstaple Chilworth Reigate more quickly on the new Intercity Express Trains Betchworth Chapelton Bruton GATWICK Bridgwater Umberleigh Castle Cary AIRPORT Portsmouth Arms SALISBU RY TAUNTON Kings Nympton Romsey Eggesford Southampton Yeovil Airport Pen Mill Lapford Tiverton Parkway SOUTHAMPTON Morchard Road Central BRIGHTON Thornford Fareham Havant Barnham Copplestone Crediton Newton Cosham Hove St Cyres Yeoford Exeter Yetminster Fratton Chichester Okehampton Airport Shoreham- Portsmouth by-Sea Chetnole PORTSMOUTH WORTHING Sampford Harbour & Southsea Courtnay EXETER CentralSt James’Polsloe Park Bridge Maiden Newton St Davids Digby & Sowton Newcourt St Thomas Dorchester West Exton Topsham Lympstone Commando Upwey Lympstone Village NEWTON Starcross Exmouth Dawlish Warren WEYMOUTH Gunnislake ABBOT Dawlish Teignmouth Calstock Torre Bodmin Bere AlstonVictoria Road Parkway Bere Ferrers Totnes Torquay Lostwithiel Liskeard Newquay Roche Menheniot Bugle Coombe St Budeaux St Keyne Dockyard Ivybridge Paignton Luxulyan Causeland Station served by GWR Sandplace Par Saltash PLYMOUTH St Austell Looe St Germans Keyham Camborne Quintrell StDowns Columb Road Devonport Redruth Truro Station managed by GWR St Budeaux Ferry Road St Ives Perranwell Carbis Bay Hayle Penryn Lelant Penmere Route operated by GWR Lelant Saltings Falmouth Town PENZANCE St Erth Falmouth Docks GWR Summer/Limited Service

Approximate location of airport 38 39

7.3 Princes Trust

Great Western Railway and the Princes Trust are now into their second year of running the Get into Customer Service scheme help support, long-term unemployed people in gaining valuable experience which could lead to a career in the railway.

The programme will potentially give up to 100 young people a chance to learn valuable skills and find out more about the job opportunities available within the railway.

The programme runs three times a year so that we can cover all parts of our network, and will operate in every year of the current franchise.

Young people selected for the scheme undertake two weeks of classroom-based learning covering all aspects of Customer Service as well as gaining the level 2 Food Hygiene qualification. This is followed by two weeks of work experience typically including both a Station and On Board environment.

Helping to support the communities we serve and providing opportunities for learning and employment are very important to us. As well as the Princes Trust we support a number of other schemes through our Customer Communities Improvement Fund (CCIF) and through our sustainable procurement programme. 41

7.4 Community Rail TransWilts Community Rail Partnership The TransWilts service from Swindon to Westbury has gone from strength to strength in the year, with the service being officially designated as a community Partnerships rail service in September 2016, and the trial service becoming permanent in December 2016.

We were delighted to welcome Santa Claus in December 2016, and Rail Minister Paul Maynard in March 2017 when we looked forward to further developments on the line and service.

At the ACoRP awards, Great Western Railway and the TransWilts Community Rail Partnership jointly won the covetted “Best Marketing Campaign” for “Weymouth Wizard via the TransWilts”, where we worked together and filled an 8 carriage train with seaside trippers - many of them new to rail. Normally this is a single carriage local train. And our “Days Out” promotion through the summer and autumn of 2016 has helped build passenger numbers on the off peak services - to the extent that people are standing (for the few minutes between Melksham and Chippenham anyway) on some of these. Volunteers continue to provide tender loving care at our stations

Volunteers continue to provide tender loving care at our stations, and to talk with passengers on the trains and people in the communities served to ensure we’re all headed in the right direction. Bob Morrison continues to do a sterling job as Friend’s secretary, producing a regular newsletter to keep our members informed. The Melksham Rail Development Group chaired by Peter Blackburn celebrated its 20th Birthday and has been renamed the “Melksham Rail Users Group” - not because there’s any less development to be done, but to signal the important Increased ‘footfall’ in customers and still rising new role it has in supporting our crowds of passengers.

Passenger number have risen 10-fold in five years, and TransWilts has just been awarded a £3500 DCRDF grant there’s every expectation that numbers will continue from ACoRP / the DfT to promote leisure and tourism to rise if facilities to handle the numbers can rise to using the TransWilts line over the next two years, and our match demand. Great Western Railway and TransWilts, volunteer graphic artist Lisa Ellis has been awarded an lead by chair Paul Johnson, are working to plan for “Enhancing Melksham” award for 2016 for all the work she the future with longer and more trains and improved did with her eye-catching “Small line big reach” campaign station capacities, with the aid of a CCIIF grant. that reflects the line’s role so well. 42 43

The Heart of Wessex Rail Partnership

The scenic railway from Bristol to Weymouth is supported at multiple levels by its local communities. Seven local authorities along the route come together to fund the joint venture with Great Western Railway to enhance and promote this 87-mile line and its destinations.

Local Town and Parish councils, community tourism The partnership acts as a conduit for the ideas and groups, businesses and volunteer groups contribute aspirations of local communities, and almost all of the substantially to our work in various ways, including stations have been adopted by local voluntary groups developing their own initiatives which can be supported who have created gardens, help to keep the stations through the partnership’s Community Projects clean and welcoming, and have initiated local projects Grant Fund. to improve customer facilities, access, information and signage. The Wessex Wanderers attract additional new The website promotes this beautiful visitors with their annual programme of free guided route and its access to stunning countryside, including walks, and local organisations have also developed their two UNESCO World Heritage destinations, two Areas of own initiatives to promote their local economies. 13,300 Outstanding Natural Beauty, fascinating historic villages hours of voluntary time and talent were gifted to the and towns, cities and coast. Insider information from line and its stations in 2016/7. Local needs are regularly local contributors and bespoke practical guides help collected up and filtered through to the train operators visitors find their way from stations, and there are nearly through a regularly updated “matrix of needs” which two hundred links to local businesses and includes the now well established “Community Wish attractions that tend to be overlooked by List” of aspirations for both local rail users and visitors. more generic tourism marketing. The Bristol This list is used periodically to select priorities for Great to Weymouth Line Guide published three Western Railway’s annual community rail investment, times a year focuses on special events and to respond to funding opportunities, such as the and ideas for days out for each season, Customer and Communities Investment Fund. and includes an accessible, easy to read large print timetable. The introduction This combination of locally focused promotional work of all year Sunday services from Bristol and volunteer contributions to station enhancements to Weymouth is being supported by an has undoubtedly contributed to the tripling of passenger innovative special campaign developed journeys on the Heart of Wessex Line between 2003 in partnership with some of the major and 2015, without any increase to the service provision. attractions along the route and GWR’s Growth has slowed substantially over the last two years, Publications Team. The new Sunday services, together but for every 100 passengers in 2003 there are now 290 with the Weymouth Wizard for trips to the beach on on the same trains - a growth rate that far outstrips the Saturdays, are of vital importance to a region where national average. tourism and leisure forms such a substantial part of the local economy, and Weymouth to Bristol services allowing a full day out in Bath and Bristol are being actively pursued to complete delivery of the long-held aspiration for Sunday travel opportunities for all communities along the line. 44 45

Devon and Cornwall Rail Partnership

The Devon and Cornwall Rail Partnership (DCRP) is a non-profit partnership The result of all this, and much more, was a 7.4% From August to December, again helped by the between local authorities, GWR and others which works to promote local railways increase in the journey numbers between late May and DCRDF, we ran a large and varied campaign the end of 2016 over 2015, an extra 77,000 journeys. promoting use of the local rail network via social across the two counties, from the (Barnstaple) in the east to the St Ives media, especially Facebook. This campaign learnt Bay Line in the west. One of our projects with schools and young people won from the Avocet Line research. a top prize at the National Community Rail Awards. 2016 has seen us work on a wide range of projects in This research, which involved users and non users, We ran a total of 75 paid adverts, mainly on Children from Calstock School and College Road Primary close partnership with GWR, our local authority partners identified that the key was to make taking the train Facebook. They were well targeted and reached in Keyham took part in a project to write and record a and the community. “Fun, easy and popular” – giving people ideas and reasons 390,000 unique users (or, more than Plymouth and song all about the over the course of to travel (fun), providing targeted, well presented and easily Exeter combined). two days in conjunction with poet Sally Crabtree. In May, GWR introduced a more frequent all year round understandable information (easy) and showing that many Sunday timetable on the Avocet Line (Exmouth). Providing We learned what worked – our most successful post people were now taking the train on Sunday (popular). ‘A song for the Tamar Valley Line’ was launched at a half hourly service on Sundays, as in the rest of the was “Five Cornish beaches you can visit by train” Plymouth station on 9 June with an installation of a week, has long been an aspiration of the Avocet Line Rail We launched a dedicated website, seizethesunday.org, which reached 107,000 people for just £150 – and phone booth where passengers could hear the song. Users’ Group. promoted through local press advertising and via what didn’t. It was a great learning curve that we The song was also posted on YouTube and promoted Facebook. We produced two runs of targeted rail will be putting to good use in 2017 and beyond. to Facebook and Twitter users. We ran an extensive marketing campaign - “Seize the information leaflets for Exmouth and four other stations, Sunday.” This was informed by 2015 behavioural analysis delivered direct to local households. research funded jointly by GWR and the Designated Community Rail Development Fund (DCRDF), backed by the We commissioned three videos showing different groups of Department for Transport and the Association of Community people taking the Avocet Line train for a day out with the Rail Partnerships, which helped fund the campaign too. themes identified by the 2015 research.

Dial a Poem Sedum matting Exeter St Sedum matting Exeter St Thomas Station Thomas Station Another winner at the Awards was Exeter St Thomas station.

This station was the focus of much attention as part of our EU Citizens’ Rail project. Initiatives included working with local people to set up a Station Friends group and establishing an Eco-garden on the north bound platform.

The hard work was rewarded with a gold award in the “It’s your station” station gardens’ category (to go with its “Outstanding” in the RHS Britain in Bloom Awards).

Our Partnership’s main role is to help promote use of branch line trains across the two counties. 46

Severnside Community Rail Partnership Lord Faulkner of Worcester Chair of our Advisory Board The Partnership is a Community Interest Company. We cover all the lines radiating from Bristol. A main aspect of our work is ensuring that the 25, mainly unstaffed, In my message in last year’s annual report to stakeholders I commended local stations provide a safe and welcoming environment. We are considerably GWR for its courage and self-confidence in bringing back into existence a company name and brand which was known the world over as a byword assisted by schools and local communities who undertake horticultural projects for style, speed and comfort. I start this column in 2017 by asking whether and arts schemes on a voluntary basis. This is supported by the Community GWR has lived up to those high expectations.

Payback Scheme which provides supervised groups of low risk offenders to assist My answer is, unequivocally, yes. Every year I travel many thousands of with station projects. miles by train across Great Britain, and I am able to compare GWR with other train operating companies. Whilst there have been many challenges Discover Severn Beach Line – many of them outside the company’s control – GWR has faced up to and overcome them, and in most cases succeeded in carrying its customers Following on from the successful initiative at Severn The new station for Severn Beach was winner of the During 2016 a working party was established with them. This is due in no small measure to the excellence and Beach station delivered in early 2016, where the Most Enhanced Station Buildings and Environs category to improve revenue collection from pupils who dedication of its staff, or “colleagues” as they prefer to call them. Partnership put together a plan and funding package at the 2016 National Community Rail Awards and it is travel by train from socially deprived areas to for a comprehensive rebuild of the station, a similar hoped the Avonmouth station improvement scheme attend secondary school in inner Bristol, and Monitoring how well the company is doing is at the heart of what the scheme has been delivered this year revitalising the might emulate this success. where unaffordability of a rail season ticket stakeholder board does. As supporters of GWR and of rail travel generally, Severn Beach bound platform at Avonmouth station. was proving a real problem. Collecting daily we spread the message as enthusiastically as we can. The platform presented a dismal impression for those Under sponsorship from GWR Customers and and weekly fares was a challenge for the alighting from Severn Beach bound trains or waiting Communities Improvement Fund, we have been working GWR Revenue Protection team and student I’ve taken a number of initiatives this year aimed at getting the company on the main platform for Bristol bound services. The in partnership with the University of the West of England behaviour on the train at times fell below closer to its friends – and critics. One of these was to establish a group of aim was to achieve a much more welcoming, attractive (UWE) delivering a scheme providing groups from acceptable standards. Through the working Peers who travel on our trains – both regularly and infrequently – so that and safer station (in an area with a high deprivation disadvantaged communities with free return rail travel to party, which includes the school Headteacher, we know what they think of us, and the company in turn can share its score), to encourage more passengers to use the train enjoy a day out in the West of England. The programme student rail representatives, GWR and thinking with them. service and help the economic development of the area. ran from July 2016 until February 2017, and allowed Severnside Community Rail Partnership, an I have a particular responsibility for the North - the route Under funding from Bristol City Council, the Association The Centre for Transport and Society at UWE to obtain innovative new low cost school rail season between Oxford, Worcester and Hereford, where passenger numbers have of Community Rail Partnerships, GWR and the data from over 2000 participants which provide us with ticket was devised. grown substantially, but capacity is restricted by short-sighted decisions Community Rail Partnership, the main elements of the greater understanding of barriers, or perceived barriers, in the 1970s to single the track. There has been real progress in bringing Avonmouth scheme were delivered in March 2017, with to rail travel. The season ticket is purchased via the school’s together the stakeholders on the line over the past year – local authorities, environmental improvements to follow during the Spring. electronic payments system for parents, and The Partnership is proud of its long running schools the ticket is printed directly on the student’s local enterprise partnerships, MPs and the Cotswold Line Promotion The first step was to erect new wind-proof fencing to engagement programme. We deliver a rail familiarisation school identification lanyard which has to Group – and a meeting in Witney in February attended by the then local screen off, and prevent access to, the derelict land which programme for year six primary school pupils, building be worn on journeys to and from school. To MP and Prime Minister was followed in November by one I convened in attracted anti-social use behaviour and caused anxiety to confidence in using the railway independently before remain eligible for the scheme, students must Parliament. All parties have agreed that a task force be established under passengers about their safety. Then followed the removal they progress to secondary school. Our successful arts subscribe to a code of conduct for school my chairmanship to help deliver the necessary investment. of the derelict and vandalised shelter and other buildings, schemes engage a range of primary and secondary rail travel and present their combined school Another highlight of the year for me was to attend the Rail Business and installation of a new shelter nearer the level crossing school students. In April 2017 we launched of a new ID and rail season badge to GWR Revenue Awards in February 2017, when Mark Hopwood won the Industry Leader (primarily to protect arriving passengers waiting for the website www.discoversevernbeachline.co.uk Protection staff upon request. The scheme has of the Year prize. I concur completely with the comment of one of my level crossing barrier to lift). Additional enhancements with a set of activities based around the Severn Beach greatly improved the journey for all those using advisory board members who wrote to Mark: “It takes a certain type of include new seats, planters, artwork, signs and maps – all branch line designed for children of primary school age the regular school train services including leadership to bring a large, complex organisation with such strong public done in full consultation with the local community who to undertake with their school, youth group or family. The commuters, students and GWR staff. recognition through really challenging times. You achieve that with are giving on-going support to looking after planters and project was developed with funding from the Association genuine passion and care for the industry, its staff and its customers, participating in renewable art schemes. of Community Rail Partnerships and through the Heritage Lottery “Forgotten Landscape”. to the greater benefit of all.” 48 49

Three Rivers Rail Partnership

As in previous years, the Three Rivers Community Rail Partnership enjoys Special mention is made on behalf of our stalwart close Partnership working, building on recent successes at Romsey, Mottisfont Volunteers Shirley Rogers and Simon Scott who were instrumental in getting the stone project underway, & Dunbridge and Dean rail stations. whilst also attending the 2016 Romsey Show in September continuing their efforts in promoting the Our main focus during the past year has been In addition to the path and with the kind financial support of Railway and raising funds for Combat Stress. improvements to the station path at Romsey rail Romsey British Legion and original stonework by local artist station, together with the unveiling of the Romsey and sculptor Caroline Dear, and again joint funded through the Further CCIF funds were allocated for Community signs at WW1 Commemoration Stone situated at the front of GWR CCIF, a World War One Memorial Stone has been placed Dean and Mottisfont & Dunbridge rail stations, which have the station, in full public view on the station approach. on Station Approach in full view of rail passengers, passing been well received by locals and rail passengers alike. pedestrians and motorists. Our Annual Bookstall and Mulled Wine evening took Project managed by the Partnership, with Planning Approvals place on Friday 9th December 2016, with Station obtained as part of the process, the stone has been carved Volunteers handing out mulled wine, soft drinks, mince out of Welsh slate with an overall poppy motif. It has created pies and other Christmas fayre to rail passengers. The a handsome addition to the Romsey sculpture trail, having Mayor of Romsey and Caroline Nokes MP supported already been featured at the Chelsea Flower Show. the event, now in its 8th year. We are grateful to GWR in allowing us to hold these events. Before upgrade After upgrade Other events continue, such as attendance at local fetes and carnivals and sales of our Walks Book continue to grow, helping to add funds to the Partnership.

We are really proud of our close working relationship with our colleagues at GWR and we look forward to continued success and new schemes next year, with a WW1 Memorial Stone Station Approach Romsey Station WW1 Memorial Stone – Station Approach Romsey Station hope to use rooms within the Romsey Station Master’s For many years, there had been an aspiration to House for a range of activities. upgrade walking and cycling routes to Romsey The Memorial Stone complements a WW1 Path from station towards Signal Box commemorative series of displays at Romsey Railway rail station. The issue was highlighted as part of Museum the original Station Travel Plan undertaken by the Station Waiting Room put together by the Three Rivers Path from station towards Signal volunteers, in which pupils from The Romsey School Partnership, in liaison with the Train Operator, Test Box Museum Valley Borough and Hampshire County Councils. have also participated. The young people have been A scheme to upgrade the path to the surrounding researching the stories of Romsey men who gave their area was identified and designs prepared. lives in the First World War.

Nick Farthing Chair of the Three Rivers Community The Memorial Stone was officially unveiled by Brigadier Rail Partnership project managed the scheme and David Harrison Hampshire President of the British together with funds from the GWR Community Legion during a ceremony on November 10th 2016. Investment Fund (CCIF), the Partnership and the Others in attendance were the Reverend Canon Tim Local Authorities, we have been able to get the Sledge of Romsey Abbey, who gave a blessing, Sculptor path relaid and made more usable, providing a Caroline Dear, pupils from The Romsey School (who very useful link from the station to the Signal Box read letters from Romsey WW1 Soldiers) and other museum, surrounding neighbourhood and the Path towards station from Signal Path towards station from Signal dignitaries, Senior Staff from GWR, the Rail Partnership wider Community. Box Museum Box Museum and Members of the Public. 50 51

7.5 Sustainability

ISO 14001 and ISO 50001 Shield Building Control System Automated Water Meters Waste Management Great Western Railway has achieved prestigious GWR is committed to reducing our impact on the The installation of water automated meter readings Recycling international standards for environmental and energy environment and improving the sustainability of our (AMR) demonstrates how GWR are taking responsibility management with certification to ISO 14001:2015 and business over the course of the franchise. for reducing water consumption across our property Following on from our work to improve recycling across the ISO 50001:2011. portfolio. Delays in receiving billing data from water network we have continued to introduce recycling facilities and The installation of the Shield BMS system at all GWR companies meant that environmental KPIs are often now have a standard general waste and dry mixed recycling This is a huge achievement for GWR, showing that we operated stations allows remote control and analysis reported a period behind. Furthermore, billing is often bin provision at the majority of our stations. We have produced have built an effective management system into our of all energy systems. By taking control of the energy incomplete for a period of up to six months. Thus, a Station Waste Management Guide to outline the minimum business plan, and day-to-day operations. system away from the stations, the building’s optimum water consumption couldn’t be accurately reported, requirements for managing waste and improving recycling. energy performance can be realised. Furthermore, nor savings demonstrated. The use of billing data to Alongside the guide, we have delivered briefings to station and ISO 14001 and 50001 are the world’s most recognised through constant data feeds, safety or security critical analyse consumption also prevented the property team cleaning staff to relay the importance of segregating waste and environment and energy standards, taking a holistic issues can immediately be flagged up and relevant from easily identifying, and responding to, water leaks. helping GWR to achieve its 75% recycling target. To help recyclable approach to achieve efficiencies and improve maintenance teams dispatched to resolve the issue. Additional consumption costs were therefore incurred. waste be easily identifiable we have introduced green tinted bags performance. The standards require organisations to This will enable GWR to continue to put the safety and in recycling bins. This helps our customers and staff easily identify demonstrate that environmental issues are closely wellbeing of colleagues and passengers at the forefront The AMRs allow the sustainability team to monitor waste destined to be recycled. integrated in their strategic direction. of our operations. water consumption in real time, thus enabling the team to identify where excessive water consumption Communicating our recycling approach Achieving ISO certification for stations, crew depots The system also enables detailed, real time analysis of is occurring and implement plans to reduce water Being conscious that much of our waste management happens and offices was a franchise obligation promised by GWR data to be undertaken to identify where improvements consumption. The data allows the sustainability team to behind the scenes, we engaged a Bristol based specialist to the Department for Transport. GWR’s Engineering in technologies or building fabric can be made, thus engage with the rest of the business, and disseminate sustainability communications agency to produce a short video function already holds certification, following its reducing energy consumption and overall operational environmental performance to stations. When sufficient showcasing how we’re making our operations more sustainable introduction of engineering-specific environment and costs. The improved granularity of the data enables data has been established, targets will be able to be set and reducing waste. energy management systems in 2003 and 2012. the Sustainability Team to provide detailed reports on to further drive continuous improvement. energy performance to help raise the awareness of The video is available on the GWR YouTube channel and was During our assessment period, auditors visited GWR environmental issues across the business. The data posted out on our social media feeds. It was also sent to all GWR stations and functions and interviewed colleagues, to also provides sufficient detail to demonstrate return on mobile devices by text to increase awareness amongst colleagues. test that GWR’s Environment and Energy Management investment for new, or future, technologies. System meets the required standards. The system Zero Waste Direct to Landfill defines how we manage waste, water, energy, report Alongside our commitment to increase recycling we have also set performance and respond to environment related and achieved our objective to send zero waste direct to landfill. complaints. GWR will now undergo surveillance audits to Working with our supply chain we have reviewed where all our ensure our performance is maintained, and that we make waste is taken, ensuring that all general waste goes through a the most of any opportunities for improvement. sorting facility to recover anything that can be recycled. Inevitably, based on the geography of our network and available waste infrastructure, some waste goes to landfill however where possible waste that can’t be recycled is sent to energy from waste plants. 52

7.6 Sustainable Procurement 7.7 European Quality Janet Cooke Foundation Chief Executive of London The Community Apprentice We have continued to address sustainability TravelWatch in our supply chains, assessing how each For the second year, Great Western Railway has In November 2016 GWR was awarded We meet with Great Western to discuss planned of our key suppliers can help us to meet continued to support more than twenty young people an upper 5-star rating in our latest investment work in London, the Inner Thames Valley from Colston’s Girls’ School to tackle social issues, our sustainability objectives. Over the last and at Gatwick Airport, as well as to monitor current European Foundation For Quality as part of a Community Apprentice scheme run by year, we have re-tendered several major performance and customer service standards, such education charity Envision. The Community Apprentice Management (EFQM), Recognised contracts making sure that the scope of as the recent issues with complaints handling. is an inter-school competition run in Bristol. Loosely For Excellence (R4E) assessment. based on the TV Series ‘The Apprentice’, three teams those contracts helps us to meet the social, We continue to focus on how Great Western will of young people compete to demonstrate leadership economic and environmental targets we The 5-star rating is the highest possible score under handle the handover of services to the Crossrail qualities whilst managing their own projects, aiming to have set ourselves and our supply chain the R4E assessment that GWR could receive making , so that it is a seamless and this a huge achievement for us. It marks a significant well handled transfer, which benefits passengers. have the biggest positive impact on their community. partners through the GWR Sustainable Employees from GWR have mentored young people on improvement on the 4-star rating we achieved from our Capacity on peak time trains is still a key issue the programme, supporting their projects and aiding their Procurement Strategy. last assessment in December 2014. of concern for passengers in the London area. development. We welcome the continued commitment of Great We are now working to implement ISO 20400, the International EFQM is Europe’s leading certification programmer for Western to increasing capacity in the Thames Valley Team Mental wanted to address the stigma around Standard for Sustainable Procurement. organisational performance. The assessment model is area in advance of Crossrail, as the electrification mental health, particularly in minority ethnic used by thousands of European businesses, including the This year, GWR worked with approximately 2300 suppliers. Of those, project proceeds, and the completion of the communities. They ran a public event in their school, UK Rail Industry, and forms part of the government’s rail approximately 1100 are classed as small enterprises (with less than programme to increase capacity on Inter-City trains. with a panel of speakers from high profile mental health franchising assessment criteria. 50 employees), 575 as medium enterprises (with between 50 and 250 The new electric trains brought in this year on local organisations such as Bristol Black Carers, Rethink and services between Paddington and Hayes have been employees) and 685 as large enterprises (with over 250 employees). The 5-star rating reflects GWR’s commitment to Off the Record. The events were attended by fellow very welcome. We have looked at how passengers celebrating success with partners and stakeholders, but students and members of the public. As a company that supports apprenticeships and traineeships, will get to and from Paddington while the Bakerloo also recognises the companies determination to continue we are delighted that our supply chain partners offer over 20,000 Line platform is closed for a few months to allow the Team e-Race chose to focus on the idea that racism is identifying and capitalising on areas for improvement. varying levels of apprenticeships from traineeships to higher construction of the interchange with Crossrail. taught rather than intrinsic. They ran workshops with apprenticeships. It shows that as a business we have excellent primary age children, getting them to produce art work Improving public transport access to London’s management processes and procedures in place to around the themes of race and equality. The art work was airports is also a key concern of ours and so we support ongoing improvement. In turn this will help us to displayed in a public exhibition at Bristol Harbourside. welcome the commitment to improve the number improve services for customers and our stakeholders. Natural of Great Western trains that serve Gatwick Airport Team Je Suis Humain were concerned with the growing Employment & Environment Apprenticeships on the route from Reading and Redhill. We also level of homelessness in Bristol, and homeless women. During our assessment week Recognised For Excellence assessors interviewed managers and held focus groups support the proposals for Western and Southern Rail They visited Spring of Hope women’s night shelter Resource Accesses to Heathrow. and decided to run a project to provide much needed Efficiency Communities with first line colleagues from all areas of the business as part of their research. supplies such as sanitary products. The group put Enviro Social We look forward to continuing to working closely together care packages distributed in backpacks and with Great Western in the coming years to address Energy & Safety & delivered assemblies and competitions within their 5 star Carbon Wellbeing the issues affecting passengers in the London area. school to encourage awareness. Economic

Through life Diverse Supply Value Chain Recognised for Excellence - 2016 54

Driving Business 8.1 Crossrail Update Great Western Railway is proactively Growth working with MTR Crossrail who will deliver train services on the Elizabeth line on behalf of Transport for London.

On 10 December 2017, 11 GWR Thames Valley stations will transfer to MTR Crossrail. This will also include the transfer of GWR colleagues working at these stations. The first MTR Crossrail services will operate between Paddington Station and Heathrow Airport in May 2018, with the Elizabeth line fully operational in December 2019, running from Reading and Heathrow in the west through central London to Shenfield and Abbey Wood in the east.

During 2016, GWR and MTR Crossrail have continued to work jointly together to plan the upcoming stations transfer and establish effective relationships that will continue as MTR Crossrail start running services on the Western route. This included signing an agreement on the principles of how we will work together to deliver a smooth transfer of stations with minimal disruption to customers, local stakeholders and colleagues.” 56 57

8.2 Central

Taunton Kemble MetroWest and interchange environment. Enabling all this a new GWR is developing designs for a major upgrade of GWR is to open a new 333 space car park at Kemble GWR is working with local authorities, the West of multi-storey car park is planned to provide additional Taunton Station to prepare for the surrounding Firepool doubling the amount of car parking at the station. England LEP and Network Rail to bring forward a parking spaces and allow the creation of new access regeneration scheme. The £8m scheme, including £4.6m The £1.4m scheme is funded by GWR as part of its major programme of rail improvements around Bristol. arrangements for the interchange. Coupled with the from the Heart of the South West LEP, is the culmination commitment to deliver 2,100 additional parking spaces Responding to the increasing complexity and cost of soon to open Northern Inner Distributor Road scheme, of a long term collaboration between Taunton Deane across the franchise. Every station car park on the South the project, GWR has helped shape a new plan to bring delivered by County Council, and the Firepool Borough Council, Somerset County Council, Network Cotswolds route between Swindon and Cheltenham forward improvements in 2019 on the Severn Beach, regeneration itself, this will radically improve access to Rail and GWR on a masterplan for the station and is full and the new car park is part of a wider plan to Bath and Gloucester lines, with services on the reopened the station with a new boulevard to the town centre. surrounding area. GWR has signed a Memorandum of deliver around 650 additional parking spaces on this Portishead and lines following as soon as these Ultimately this will provide a dramatically improved Understanding with the LEP to allow the completion route alone. The car park will allow more passengers to are completed. This would allow the early delivery of shop window for Taunton and allow more customers to of design work and secure the funding. The intended benefit from the introduction of hourly Intercity Express additional capacity and frequency improvements on experience new Intercity Express Trains operating faster Station Upgrade incorporates the relocation of the main Trains to London next year and reduce the number of rail both the Severn Beach and Bath corridors, responding and more frequent services between London, Taunton, station facilities to the south side of the station including users parking on residential streets in the village. GWR to growing demand on both routes, and provide a Devon and Cornwall. a new booking hall and entrance and upgraded forecourt has worked closely with local stakeholders, including more attractive service for the planned new station at the Parish Council, to make the project, including a new Portway Park and Ride. MetroWest builds on GWR’s junction off the A429, possible. own investment in the cascade of Turbo trains to Bristol, starting with the Severn Beach Line in July 2017, providing more capacity and better customer experience, as well as the Smart Ticketing pilot also planned on the Severn Beach Line this summer. It is also underpinned by the Network Rail route modernisation programme, including the four tracking of Filton bank, and is an example of the benefits of our alliance with Network Rail and the support of local partners to secure major external investment.

Kemble car park doubles up on spaces

How the planned improvement works will look on completion at Taunton station 58 59

8.3 East

Newbury North Cotswolds Line

GWR is working with West Council, Thames Following the launch of the North Cotswolds Vision in in the autumn of 2016. Additional Cycle Parking will be Valley Berkshire LEP and Network Rail to regenerate 2016, the Department for Transport carried out a high installed at five North Cotswolds Station in the coming and enhance Newbury Station. Just over £6M has level review of the business case for infrastructure months and the station building at Kingham will be been allocated to the project from the Local Growth investment in the North Cotswolds Line. This found extended and improved in the autumn. At Charlbury, Fund to complement £1.9M secured from the DfT’s insufficient transport benefits alone were insufficient to we are undertaking detailed design work on a project Station Commercial Projects Facility to provide justify the necessary £300M+ investment and that wider to deliver an additional 275 car parking spaces and we additional car parking and a residential development economic benefits should be impact of achieving the continue to work with our partners at Wychavon District to the north of the station which will deliver a new our Vision for the line will therefore be critical. A North Council and County Council to progress northern forecourt and better walking and cycling Cotswolds Line Taskforce, led by our Local Authority and car park expansions at Pershore and Honeybourne. access to the town centre. Network Rail are also to LEP partners in Worcestershire and Oxfordshire, was shortly install a fully accessible footbridge. launched in June 2017 and will seek to drive forward the Worcestershire County Council has also now let a contract case for investment, based upon quantifying the likely for the construction of the new Worcestershire Parkway impact on regional economy. station, which is on track to open in December 2018. The station will provide an interchange with CrossCountry The objectives of the £6M Local Growth We continue to work to bring forward station services on the Bristol to Gloucester Line and significantly Fund allocation are: developments on the North Cotswolds Line and opened improved access to the North Cotswolds Line from the M5, an extension to the existing car park at Hanborough facilitated by a 500 space car park. • Encourage sustainable access by improve passenger interchange facilities. • Create a vibrant and attractive gateway to Newbury town centre. • Modernise the station’s buildings to help meet future demand for rail travel and Vision of planned Newbury station improvement works improve customer waiting and retail provision. • Introduce business start-up units on the south side of the station through replacing existing buildings on the south side introduce business start-up units. • Reduce severance between south Newbury and the town centre.

L-R: Tom Pierpoint- Regional Development Manager - East, Ian Hudspeth, Leader Oxfordshire County Council, Robert Courts, MP for Witney and Claire King, Station Manger – North Cotswolds 60 61

8.4 West

Plans for Plymouth Station secure funding West goes SMART Enhanced car parking capacity at Tiverton Parkway transport interchange to transform the customer experience. Last year’s Stakeholder Report included an update on Mobile ticketing has become a reality in the West with It took just ten seconds for the first car to be parked in the A new walking route between the station and City plans for an exciting redevelopment at Plymouth Station. investment in a project to install barcode and ITSO new 186 space car park at Tiverton Parkway station, such Centre will be facilitated as part of Plymouth University’s GWR are working with Plymouth City Council, Network compatible readers at gatelines at Exeter St Davids is the popularity of this mid Devon mainline station. GWR investment in the scheme, which will also see a high quality Rail and University of Plymouth to bring forward the and Exeter Central. Torbay Council invested in the was proud to unveil the new car park in November 2016, building to support academic functions. Feasibility and plans. Earlier this year the City Council was successful project, as a practical first step towards smart ticketing. following a successful negotiation with local land owners business case work is currently progressing, with funding in securing £4.7m through the Heart of South West LEP Customers can now buy and download tickets onto their to provide the much needed parking capacity. The South from Plymouth City Council, One Public Estate, GWR and towards the first stage of the project. Cornwall & Isles smartphones to ‘scan’ through the gateline. Alternatively West will soon be served by new Intercity Express Trains Network Rail. The City Council plan to make progress of Scilly LEP has pledged a further £0.5m to the project, tickets can be bought online, printed at home and used to which are due to begin testing this summer. The new towards the wider masterplan in time for the ‘Mayflower which will provide an enhanced gateway to Cornwall. pass seamlessly through the station. The project is part trains will extra capacity and form the basis of an improved 400’ celebrations in 2020, which will commemorate the of a pro-active campaign on the between timetable, enhancing connectivity between London and the landmark anniversary of the sailing to America with a series The plans include a new Multi Storey Car Park (MSCP) Paignton and Exeter to provide easy and accessible ways far South West. The car park is part of a £17m investment of iconic projects across the City. with increased capacity, improved public realm and to buy tickets. through the franchise in additional car parking capacity.

As part of the project a new mobile App has been Matthew Golton Commercial Development Director launched, enabling walk up and advance purchase said: tickets to be bought via mobile devices. Readers will also “GWR is dedicated to supporting the communities it serves be installed at the new gateline at Newton Abbot and as and this car park shows what we can achieve working part of a Devon & Cornwall Rail Partnership, Cornwall together; with the County Council, the Department for Council and GWR project to install the equipment Transport, the Peninsula Rail Task Force, Mid Devon District at gatelines in Plymouth and Truro during 2017. Council and local land owners. Additionally First Group IT are investing in the systems that would provide the platform for multi-modal smart “More and more people are turning to rail for their local ticketing to be introduced. Very shortly the whole of the and long distance journeys; to meet this demand we have South West will be SMART enabled. improved our timetable; improved our reliability and we have brand new Intercity Express Trains on order.”

A vision of Plymouth Station: a masterplan for the 21st century Mobile ticket App supported by investment in gateline technology Tiverton Parkway, additional car parking opened November 2016 62 63

8.5 Wales

Exeter Depot Plans Progressing

GWR and Network Rail successfully secured planning “With work continuing on the £1.5 billion Cardiff Region Continuing throughout the year were planning consent for a new rail depot at Exeter. The project forms “With brand new electric trains coming to City Deal, the four local authorities that constitute the arrangements for the 2017 UEFA Champions League Final a crucial part of a wider programme of rail improvements Swansea Bay City Region were successful in agreeing held at the National Stadium of Wales (formerly Principality to increase rail capacity in the South West, including new suburban London services and bi-mode with the UK and Welsh Governments a £1.3 billion Stadium) in Cardiff in June. The final was the biggest event and refreshed trains and station improvements. Intercity Express Trains on the mainline City Deal for the region. As with the proposals for the Wales has ever hosted, and biggest sporting event in the in Devon and Cornwall, this will allow us Cardiff Region, the City Deal has significant potential world in 2017 and with over 60,000 people expected to The existing Exeter Olds View Depot train maintenance to move part of our existing regional fleet for growing the economy of South West Wales, from travel to the city by train on the day working together GWR, facility in Exeter will be significantly upgraded to Port Talbot and Swansea to Carmarthenshire and Arriva Trains Wales and Network Rail rose to the challenge accommodate an increase in fleet size in the Devon and to Exeter - providing more carriages, and Pembrokeshire and the Swansea proposals emphasis the with extra services and the event passed off smoothly. Cornwall area which will lead to more seats, and more more frequent services to the area.” benefits of the transport network and links from London frequent services. and South East to South West Wales. Depot development works are also expected to be completed at Penzance by end 2017 to support the Great Western Railway Regional Development Two significant transport related consultations began in maintenance of the sleeper service when the first part of Manager West, Dan Okey the year, the first on plans to reduce the Severn Bridge the current maintenance depot at Old Oak Common in tolls which from surveys undertaken CBI Wales suggest West London is relinquished to support the construction of significant public support for their reduction and removal. HS2. A further HS2 funded intervention is the construction The new depot is situated alongside existing facilities next Also ongoing is a Public Inquiry into the proposed M4 of a wheel lathe at Reading Depot which will support the to Exeter St. Davids station and will provide enhanced Relief Road south of Newport, with recommendations to new EMU fleet as well as the sleeper fleet. modern servicing, cleaning and maintenance facilities be given to the Welsh Government in Autumn 2018. necessary to support these trains. The plans include office and welfare facilities for staff and the depot is designed to provide improved facilities for train maintenance.

GWR is seeking to begin the new depot, subject to funding being secured, in Spring 2018 and will complete in mid 2019. Exeter Depot: Artist’s impression of the planned improvements

To mark the reopening of the Severn Tunnel following improvement works, a new named service called Y Cymro/The Welshman was launched 64 65

Dick Fearn Chairman, Western Route Supervisory Board

The Role of the new Board Focussing on passenger experience The formation of the new, independently chaired, Western In assessing the quality of the passenger railway services Route Supervisory Board is a joint initiative between being provided, what really matters most is the experience Network Rail and the train operating companies on of the ultimate end customer, i.e. the fare-paying passenger. the route, to help bring about better integration and Their experience can be expressed in terms of such factors coordination of effort in the achievement of improved train as journey punctuality, the availability of information, service performance, in the alignment of the strategic comfort and personal security on trains and stations and priorities on the route and in the delivery of tangible their overall perception of the value for money offered by improvements in all round passenger experience. the service provided.

The managing directors of GWR and Heathrow Express, To help the new board understand and appreciate what along with the Network Rail Western route managing factors are most influencing passenger perceptions and director will be members of the new board which is a experience on the Western route at present, the Western pilot project in advance of the introduction of similar manager for Transport Focus (the body representing route supervisory boards network-wide. At the outset, the consumer interests in the rail industry in the UK) will be a new board will focus on current performance and service member of the new board. Their input will assist the board delivery against jointly agreed targets for a number of key to ensure that its efforts are focussed on those actions that performance indicators. At an early stage the board will also will best help bring about measurable improvements in review the short and medium term plans associated with passenger experience. the implementation of the major investment programmes in rolling stock replacement and infrastructure upgrades About myself on the Western route, in an effort to start bringing forward I am delighted to be the independent chairman of the benefits to passengers as early as possible. new Western Route Supervisory Board, having been a life-long career railwayman since I first joined , Common goals 44 years ago in 1973. I progressed my career with BR in The provision of high quality railway services for passengers operations roles in the 1970’s and 80’s and by 1990 I was requires the safe and reliable operation of all the elements divisional director of the Thames and Chiltern Division of that together make up the railway systems; namely the BR’s Network SouthEast business sector. At the time of the track and structures, the signalling systems, the rolling stock privatisation of the railways in Britain in the mid-1990’s, fleets and, most importantly, the people who operate and I became the first managing director of the newly formed maintain these systems and assets. South Eastern Train Company, operating commuter train services throughout South East London, Kent and East Such systems work best, in my experience, where what is Sussex. Later I joined Railtrack plc, the predecessor to required of them is fully understood by everyone involved Network Rail, as its zone director for the North West and and where the teams responsible for each part of the system subsequently the Midland zone. In 2003, I left the UK to join are working towards a common set of objectives. Iarnrod Eireann/Irish Rail, the state owned, national railway of the Irish Republic, initially as its Chief Operating Officer However, the latter is not always the case and it will be the and then as Chief Executive, a post I held from 2006 until responsibility of the new board to identify and deal with I retired from full time executive roles in 2013. Following situations where any conflicting objectives appear to exist my retirement from Irish Rail, I returned to the South of between the businesses on the Western route. England and I have since taken up part-time, non-executive responsibilities in the UK rail industry. 66 67

8.6 Upgraded carriages for the Night Riviera Sleeper 8.7 GWR proves Brunel’s sunshine theory ‘Is there light at the end of Brunel’s Box Tunnel?’

Customers will enjoy increased comfort On Sunday 9 April, a date that marked Brunel’s 211th birthday, a team of Great and convenience on their overnight Western Railway (GWR) engineers took to the track to test one of the most journeys to the South West. enduring theories surrounding Brunel’s iconic Box tunnel just outside of Bath. The first refurbished Sleeper coaches started entering service this year, bringing about a step change in the quality of the onboard accommodation. The Sleeper coaches, lounge cars and seated accommodation vehicles are taken out of service one at a time for refurbishment, so that the service can continue to run between Paddington and Penzance six nights a week.

While the overall layout of the Sleeper compartments is not being altered, they are brand new inside, featuring an Upgraded carriages inside the Night Riviera Sleeper innovative and bespoke design, with redundant features, like overhead luggage racks, taken out to improve the feeling of spaciousness. Where the upper bed is not in use, it can now be stowed, fully made up and lowered when required. New Sleeper features: The lounge car is being given a complete makeover, • More seating capacity; transformed into a stylish bar, while unused space is being redesigned to provide more seating in a variety of formats, • Full-sized power sockets and USB charging including comfortable sofas. Matthew Golton, Commercial points; Development Director, commented: “This luxurious design • Slimline wardrobes in Sleeper compartments; represents the best of GWR, but it is the dedication of the • Integrated ladder for upper bunk; Sleeper crew that really makes this service special”. Sun shines through Brunel’s iconic Box tunnel just outside of Bath • Secure card entry to compartments; It is believed that Brunel deliberately designed the two GWR Commercial Development Director Extra seated capacity is also being added to cope with • Toilet and a Sleeper berth accessible for mile-long Box Tunnel so that every year on his birthday Matthew Golton said: the continued growth in passengers – their numbers have people with reduced mobility; the rising sun would shine directly through from one end “The alignment of the sun directly between the tracks makes increased 10 per cent year-on-year since 2010. • Ergonomically designed seating; and to the other, creating an astonishing effect. it difficult to imagine it wasn’t engineered. Given that the The refurbishment is being funded by Cornwall Council and • More space for luggage, cycles and sun rises in a slightly different spot from the east each day Engineers and mathematicians have previously the Department for Transport alongside GWR and is being surfboards. it’s hard to predict the days with pinpoint accuracy. concluded that the theory could hold true with the undertaken by Knorr-Bremse RailServices in Wolverton, near calculations published in the New Civil Engineer Milton Keynes. “That said, Brunel might have calculated it right – when and elsewhere. building the tunnel his calculations were so accurate that when the two ends joined up it was only 5cm out – but he True to the genius of Brunel, the tunnel does in fact align may not have taken into account leap years and so the sun with the rising sun, which lit up a significant section of effect has moved away from the actual day of his birthday. the tunnel, but despite beautiful conditions on Sunday Take a look at the photos and draw your own conclusions.” morning, it did not make it all the way through to the end. 68

5 star

Recognised for Excellence - 2016 10427/0617 www.redrocketgraphicdesign.co.uk 10427/0617