Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

Abellio ScotRail

We will start operating the ScotRail franchise on 1 April 2015. Hopefully this Question & Answer (Q&A) summary will answer some of the questions you have about the transition to the new franchise, and about our plans.

If the answer to your question doesn’t appear here, please drop us an email to: [email protected]. We’ll endeavour to reply to it as soon as possible and will add the most frequently asked ones to this document. If your question is one that you would not like shared in this forum please let us know when asking.

Newly added Q&As are highlighted in red.

The sections currently included in this document are:

1. Mobilisation ...... 2 2. Employment in the new franchise ...... 2 a) Transfer ...... 2 b) Terms and conditions ...... 3 c) Pension ...... 4 d) Entitlements ...... 4 3. Our plans for the new franchise ...... 8 a) Engineering / Rolling stock / Operational plans ...... 8 b) Uniforms and equipment for staff ...... 12 c) Other travel arrangements ...... 14 d) Systems...... 14 e) Other ...... 16

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Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

1. Mobilisation Mobilisation is the period between us being awarded the franchise and starting to operate it on 1 April 2015. During this time we have a team that is sorting out all the details to enable a smooth and successful transfer of operations from First Group to Abellio. Question Answer We’ve heard that between now and The type of activities this includes are: getting our Safety Certificate and Licence from the Office of Rail Regulation for April you are ‘mobilising’ but what does running ScotRail; arranging leases for the rolling stock we need; reviewing and setting up almost 500 contracts with this involve? suppliers used by ScotRail; making sure the IT platforms and information are transferred for Day 1, this covers most things in the business from operation systems (eg Trust) to ticketing and accounting - and also the rostering and payroll systems so you get paid after 1 April; and many more. Please feel free to chat to members of the mobilisation team if you see us around. NEW 28/02: When will you announce We will announce this as soon as we’re in a position to do so. the new MD and leadership team?

2. Employment in the new franchise If you currently work for First ScotRail and are transferring into the new Abellio ScotRail franchise then your rights are protected under legislation, known as ‘TUPE’. For more details about what this means, please read through the Q&A in this section:

a) Transfer Question Answer What is TUPE? TUPE is the abbreviation for the Transfer of Undertakings (Protection of Employment) Regulations 2006. TUPE protects employees’ terms and conditions when a business or undertaking, or part of one, is transferred to a new employer. Will my employment transfer under Employees who are in-scope and assigned at the point of transfer (ie working in identified roles to deliver the current the TUPE Regulations? services) will TUPE transfer to the new franchise on 1 April 2015, with all their existing terms and conditions. Is the transfer permanent? Yes, you will receive formal notification of the intention for you to transfer and then confirmation that the transfer has been completed. Will my length of service be fully Yes. Continuity of employment is protected, which means that employees who transfer to Abellio ScotRail will take transferred? their existing length of service with them as if they had always worked for us. If I am selected for TUPE, will I No, you will not receive a job offer or new contract as under TUPE your employment transfers automatically. Your receive a job offer or new contract current contract of employment will continue to apply, but you will get a letter confirming a change of employer to from Abellio? Abellio ScotRail. How does the TUPE process affect Anyone off sick does not affect the transfer, employees will still TUPE across on the same terms. Sickness and people off sick? absence records will also transfer across as part of the continuity of employment.

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Question Answer If I have concerns regarding the Please talk to your line manager or speak to the current HR team, who will be able to advise. Also, your staff transfer, who should I talk to? representatives will be involved in the TUPE consultation. They will collate questions and pass any information back to you. What happens if I am on holiday or Line managers and the existing HR team should make arrangements to ensure those on leave are kept up to date off sick during the consultation with any communications. This applies to people on maternity leave, career breaks, and long-term sick leave or process? deployed in the Reserve Forces.

b) Terms and conditions Question Answer Will any of my Terms and Conditions You will transfer on your existing contractual terms and conditions. The TUPE Regulations is the employee protection change? legislation that applies in the UK. It has the effect that anyone whose principal work moves to another employer, transfers to that company with contractual terms and conditions that are directly comparable to the ones they already enjoy. Any changes to terms and conditions remain the subject of consultation or negotiation. Will I need to submit my CV or go for All employees in-scope will automatically transfer. We will not require CVs and applications for that process. an interview? On transferring will I get a new No, your current contract of employment will continue to apply, but you will get a letter confirming a change of contract? employer to Abellio ScotRail. Will my hours of work alter? There should be no change to your contractual hours of work. If there is a requirement to change working arrangements at any time, this will be done following the established consultation processes in the normal way. How will people returning from People in ‘assigned’ posts who are on maternity leave from First on transfer day will transfer under TUPE. They will maternity leave after the transfer date continue to be employed by Abellio ScotRail on their transferred terms and return to work as agreed with First, once be affected? their maternity leave has ended. NEW 30/12: Are there any plans to We have no plans to make any changes to the current policy, indeed the maternity/paternity leave entitlements are make changes to the current family part of the terms and conditions that transfer across with you into the new franchise. friendly policy, in particular to the Maternity/Paternity Leave We will also honour any request for maternity/paternity leave made to First ScotRail prior to the transfer even though entitlement? If so, how would this it will not be taken until after the 1st April 2015 when Abellio becomes the train operator. affect staff who inform HR of their intent to take said leave but who We hope that puts your mind at rest and wish you all the best for 2015! have yet to commence leave when the franchise switches over?

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NEW 28/01: Do you have plans to As you can imagine, this is a debate that is often played out in our other TOCs! Some employees are keen, others not make Sunday part of the working so and of course there has to be a business case that makes it a sensible proposition. Bringing Sundays into the week? working week was not part of our bid. We would not rule out discussions at some point over the franchise period, but it would need constructive negotiations with your Trade Unions and representatives to make it a cost effective option.

c) Pension Question Answer What does the change in franchise The only thing that will change will be the name of the pension fund Section – to the Abellio ScotRail Section. If you operator mean for our pensions? are currently a member of the Railway Pension Scheme (RPS), First ScotRail Section, you will continue to be a member of the RPS and your accrued benefits transferred to the re-named Section. The existing pension contribution rate and benefits remain unchanged. If you are part of the Salary Sacrifice arrangements (sometimes called Smart Pensions), this arrangement will also transfer.

NEW 15/01: I started working for We’re in the process of arranging a ‘Deed' to transfer the pension Section to us, as the new employer, from 1 April ScotRail in November 2014 and as 2015; this will enable the legal transfer and continuation of the existing pension arrangements beyond 1 April. The yet, I still have a pension fund decision not to allow new members to transfer previous pension savings from plans outside the rail industry was outstanding from my previous made by the Trustees some time ago and written into the Scheme Rules; and any changes to these existing Rules employer. I was told that First Group must be discussed and approved by the Pension Trustees. didn’t allow new employees to At this stage, all we can do is note your question and speak to the Trustees about that decision once we become the transfer over pension funds to their designated employer. We appreciate that it doesn’t answer your question directly but unfortunately it is out of our scheme, so I was wondering if this is control at the moment. something that you will implement come April 2015?

d) Entitlements Question Answer What is happening to our ScotRail We have agreed to continue providing the existing free travel concessions currently enjoyed by staff and their free travel cards? dependants. We have asked First ScotRail to issue new cards to all current holders. These will be sent out shortly as they expire at the end of 2014. What annual leave will I be entitled As your contract of employment is unchanged, your annual leave entitlement is unaffected. Any days you have to? already taken for the year up to the transfer date will of course be deducted from your normal annual entitlement.

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Will accumulated lieu leave be Yes - they will transfer with you and can be taken in accordance with the current arrangements for taking such leave. carried over to Abellio ScotRail?

What happens to my sick pay Under the terms of the transfer, your existing sick pay arrangements continue, any already taken will be taken into entitlement? account for future sickness as now.

NEW 29/12: Can you please clarify As you will probably be aware, the new Smartcards to replace those expiring at the end of 2014 have been/are being that all First ScotRail staff can use issued by First ScotRail for use from January 2015. We have agreed with that the travel concessions currently their smartcards for privilege travel in place for existing First ScotRail staff who transfer to either the new ScotRail or franchises will on the sleeper services. continue, so our expectation is that those arrangements will be honoured.

We are just checking with First ScotRail about how these current privilege arrangements are applied to make sure Serco are aware and we will get back to you again when we have their responses.

Follow-up 15/01: We have now been in touch with First ScotRail to clarify the current arrangements for employees who want to travel on the Sleeper service; and with Serco to get clarity on future arrangements once it takes over the Sleeper franchise. In summary: • today, employees get free travel on Sleeper Services by showing their ScotRail Smartcard to make a reservation – this is subject to availability because the number of free berths are limited, and restrictions may apply. This privilege is available regardless of whether the employee is safeguarded or not (ie staff who were working on the Railway prior to privatisation are 'safeguarded' certain free travel concessions on the rail network). • If an employee joined after 1st April 1996, they will be a 'non-safeguarded' employee and currently have an ATOC privilege card to enable them to purchase reduced rate travel on other train operators’ services • with the Sleeper franchise being run separately from the rest of the ScotRail franchise from 1 April 2015, Serco could have decided to apply the privilege card rules for non-safeguarded employees (which would mean reduced rate rather than free tickets). However, the great news for ScotRail employees is that they will all be able to continue to use their recently reissued ScotRail Smartcard to get free travel on Sleeper services beyond 1st April 2015.

We hope that clarifies for you, please do not hesitate to contact us if it is still unclear.

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NEW 29/12: At the minute we can The arrangement you describe is one set up by First Group specifically to cover its own existing TOC services and travel on other First Group TOC will therefore cease once the franchise is transferred to Abellio Group. services using our "free passes" will there be arrangements for this to We do currently have reciprocal travel concession arrangements in our three existing franchises but there are a continue? Will there be arrangements number of questions and steps to be taken before we can confirm those going forward (eg is a concession for us to use our passes on other and passenger revenue income goes to Merseytravel Passenger Transport Authority - therefore it is not solely our Abellio franchises? decision; and in May 2015 part of Abellio Greater Anglia is due to transfer into the new Transport for concession, to be operated by MTR with similar revenue implications).

If we get the necessary clearances we will communicate this with ScotRail colleagues in due course.

NEW 30/12: At the present time I am A formal announcement will be made nearer the time of transfer, as we wait to confirm certain details of staff travel fit and healthy and enjoy my work with Serco, the new Caledonian Sleeper operator, about arrangements on that part of the network. However, it is our very much, however, during the next intention to reinstate the retired staff travel concessions for ScotRail staff who retire after we take over the new five years I will at some point decide franchise in April 2015, under the same conditions in place now. So when you do decide to retire you will be able to to retire. As a non-safeguarded retain those travel benefits while we operate the franchise. member of staff my wife and I would retain our staff travel in retirement We also intend to honour the travel concessions for those retired staff and spouses who currently enjoy those under the current arrangements. facilities. As you may be aware, we have asked First ScotRail to reissue new ScotRail Smartcards to all those staff, When Abellio take over retired and current, and dependants who are currently in possession of the ones that expire today. Again there is • will there be any change to this some detail to finalise before we can announce. under Abellio and what would those changes be? I hope that puts your mind at rest for when you do decide to hang up your uniform! Best wishes for the New Year and • will those ex-employees who have we look forward to working with you from April 2015. already retired and their spouses retain their right to travel concessions?

NEW 22/01: I was just wondering if As you can imagine, with our Dutch experience, cycling is something that’s important to us and that we think we can Abellio plan to operate any kind of develop and integrate into ’s national railway! We're aiming to support the ’s Cycling cycle to work scheme when the Action Plan and its target for 10% of all journeys in Scotland to be by bike by 2020. We’ve got plans to increase and franchise changes? improve cycle facilities at many stations with CyclePoints, Cycleparks and our ‘Bike&Go’ bike hire scheme. We also believe it’s important for our future colleagues to be able to be part of the shift towards using bikes instead of other forms of transport to get to stations/work (and in some cases support their goals for a healthier lifestyle), so we also have plans for a cycle to work scheme in the new franchise. This is likely to come to fruition in 2016, as we have lots of other things to do first as part of our commitments to Transport Scotland.

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NEW 04/02: Will you be continuing Yes – we are planning to continue the childcare vouchers scheme. That said, we are still in the process of finalising with the childcare vouchers? commercial discussions for a contract before we can confirm arrangements.

NEW 23/01: I would like to know if We recognise the benefit of having a healthy workforce and are making arrangements to continue providing the Abellio will continue to provide a Health Shield cover to staff who opt into the RPS Saver Scheme. We’ll share more details once they’re available. company-sponsored healthcare scheme such as Health Shield?

NEW 23/01: I am currently paying Both the BAYE and SAYE are First Group schemes and we do not have access to how they work or what the steps towards a save as you earn (SAYE) are if someone leaves. and buy as you earn (BAYE) scheme That said, we’ve spoken to First to find out what your next step ought to be, and they have advised us that a notice on with First Group. Do you know when the Share Schemes is posted on the current ScotRail intranet, issued as a guidance for staff in November last year. the money I have saved in BAYE and We also understand that a Q&A document with further details has been added to the intranet this week. In case you SAYE over the years will be returned do not have access to the intranet, the First team would be happy to email you a copy. Their email contact address is to me? .franchise@.com. If you have any questions about details on SAYE and BAYE, please contact the First Share Schemes Helpline on 0845 1 200 300.

NEW 29/01: Will you be doing a We’re not planning or even able to start new BAYE/SAYE-type schemes such as the one that has been offered by buy/save as you earn scheme that First. The reason is straightforward, unlike First Group, Abellio is not a stockmarket-listed company with shares, so First have been doing? And if so having a share-based scheme would simply not be possible. We’d like to reiterate that you should contact the First when would we be able to start this? Share Schemes Helpline on 0845 1 200 300 if you have any questions about what your choices now are if you are in one of the First Group schemes; details are also available on the First intranet for those of you who have access.

NEW 28/01: Currently, at First we We do operate Money Saver schemes in our other rail franchises, which include discounts on holidays, airport have employee discount on holidays, parking, insurances, theatres, restaurants, DIY and retail shopping etc, and our plan is to replace the First Group staff shopping and cash back on First benefits scheme so that you will be able to continue to enjoy such benefits as a ScotRail employee. Exclusives. These have been around for years; does Abellio have or will you set something up similar?

NEW 29/01: Please could you We do have ideas for a ‘gain-sharing initiative’, where all employees can participate and share in an annual bonus explain what the gain-share based on achievement of our overall ScotRail business targets. The idea is founded on the type of staff bonus initiative, mentioned in the press scheme operated by John Lewis, which you may have heard of. Given that we’re not the employer until April and we release, is about? need to discuss the principles and any arrangements with your trade union representatives, this is another area we will be working on once we are situ rather than at the moment.

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NEW 11/02: Will staff who were In the new franchise most normal business processes will continue to operate in the same way, including competence meant to be going through their 'A assessments. So there will be a continued need for qualified assessors across the business. units' be able to get to do them? NEW 01/03: I've heard rumours that The rumour is only partly true - the discussions are slightly delayed. our usual pay talks between unions They will start in late April, once we’ve started running the franchise and have full access that we need to both data and the franchise holder, which and staff/union representatives. Any agreement will be backdated to 1 April, so nobody will be out of pocket as a usually take place in March/April result of the clash in timing of franchise changeover and pay talks! every year, now won't be happening until later in the year, is this true?

3. Our plans for the new franchise a) Engineering / Rolling stock / Operational plans Question Answer NEW 01/03: At one of the roadshows we What you heard at the roadshow is the truth and the rumours are just that. were told that maintenance depot will get some HST maintenance work; a In summary: story going around work is that we are not • When we were bidding we didn’t have sight of Serco’s plans in the Sleeper bid, or any of the other bidders for getting HST work and our depot was not that matter. It’s for that reason that in the bid we put an alternative solution for the maintenance of the HSTs part of your bid plans. Given that it’s two • When it was announced that we won the bid and that Serco had won the Sleeper contract, we were able to completely different stories in one day, can review our plans with a fuller knowledge you please clarify if the rumours are true? • For us Inverness is a great solution for maintenance of the HST, for all sorts of reasons, and we’re working towards it right now by putting a business case together.

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NEW 16/12: We work at Haymarket depot, Thank you for your questions. We appreciate that any period of change is unsettling for staff and we will try to and are seeking some answer as many of your questions as we can at the moment. We stress in doing so that we are not trying to clarification on the future engineering plans substitute or bypass the formal procedures that exist with your recognised trade union representatives. We will for the business. With the influx of new fully consult with them when we are in a position to do so; however, in the meantime we can tell you that Hitachi trains in 2017 which it seems are to Abellio has given a commitment that there will be no compulsory redundancies, which we hope will allay many be based at a new depot at Millerhill, and fears. the arrival of 27 HST sets around 2018 it The planned changes in the new franchise will affect a number of depots. Whilst we recognise there will be would be logical to assume that the bulk or reductions in workload at Haymarket, there will be more than 20% more vehicles in the revised ScotRail fleet in all of the Class 170's will be returned to the 2019 than at the start of the franchise. This is to accommodate the expected growth in passenger numbers that Rosco. This raises several questions about there will be during the franchise. We will have to keep DMUs in the early years to then be able to carry the future staffing levels at Haymarket. extra passengers towards the end of the franchise. Will the HST's be maintained here or will the The introduction of HSTs and the new EMUs will have an impact at Haymarket. The changes will not, however, work be contracted out to the holder of the begin until December 2017, following electrification of the EGIP (Edinburgh Improvement East Coast franchise at Craigentinny? Programme) route. There will be further changes by December 2018. I can confirm there will be four fewer If the work is contacted out what does the Class 170s on day one (1 April 2015), as these units have been signed up to operate on the new Govia future hold for Haymarket as the workload Railway (GTR) franchise. All 9 x Class 170 Eversholt units have been leased to GTR, but 5 x Class will be reduced significantly with only 158's 170s units are being sub-leased back to ScotRail. allocated here and Corkerhill now doing The exact number of DMUs at Haymarket is not yet finalised but whatever happens there will still be a mix of some of this work? Will the staff at Millerhill Class 158s and Class 170s. The facilities at Millerhill will be limited to the facilities of a light maintenance work for the ScotRail franchise or Hitachi? depot, as the exam work required on the new EMUs will be undertaken by Hitachi at Craigentinney. Hitachi will We think that these questions need to be become the depot operator at Craigentinney before the IEP trains are introduced. Our contracts will be with answered by whatever means are at your Hitachi rather than the East Coast operator, Virgin/Stagecoach. The HST workload is envisaged to be split disposal. We are unsure of the protocol for between Inverness and Craigentinney. contacting the staff at present but it has We will confirm numbers of DMUs at Haymarket as soon as we are able to; and are fully committed to gone awfully quiet since the initial undertaking all levels of necessary consultation / negotiation / bargaining with your representatives at the announcement and this only leads to appropriate time. rumour and speculation (such as 8 class At the moment the mobilisation team is undertaking many different activities and as and when we are able to 158 and 4 class 170 leaving the fleet in the do so we will communicate more and more details about our future plans for the franchise. The channels we near future). We all want the best for the will use will include a website with Q&As on it, a freephone number to call us, a Facebook page and the business in the long term but obviously job opportunity to meet us face-to-face at roadshows – the exact dates are to be confirmed but likely to be towards security is very important to all of us. Thank the end of February. We will share more details with staff very soon, once all channels are set up and working. you for your time in advance.

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NEW 03/02: What is Abellio’s policy A number of existing diagrams don’t work without the use of taxis and so we will need to continue to use them, regarding rail staff having to travel by taxis at least in the short-term, unless another solution can be found. as part of their diagram? A lot of taxis we We are aware of similar concerns across a number of TOCs, and have taken steps in the others we operate to have to get are not safe due to taxi drivers challenge the cab companies to ensure their drivers are fit and rested when working. working way longer than 12 hours. We take employee safety very seriously and will have performance indicators for the taxi contractor as part of future contract discussions with them. In the meantime, we would urge you to report any incidents immediately to your line manager so that direct action can be taken.

NEW 06/02: With regards to the new AT200 The Train Technical Specification (TTS) was developed by Transport Scotland over several years and was stock to be built for EGIP, has any very prescriptive for the internal layout, specifically the layout and number of seats, the amount of bay and consideration gone into the interior design airline seating, access to tables and power points. Naturally, we had to follow this specification when we and how passengers use the various areas developed our bid plans. We fully understand the need to provide usable space for all our customers; and as of the current trains - luggage storage and with many things in life there are trade-offs to be made. We’re sure the new trains will see a substantial how wheelchair areas are actually seen and improvement in customer satisfaction. used by the majority of passengers. As for First Class, we anticipate retaining it on Edinburgh-Glasgow but not on other routes. That said, from First Class is also a massive area of December 2017 there will be less First Class accommodation on Edinburgh-Glasgow than the current Class contention with the majority of users either 170 formations. This is because of under-utilisation of First Class. In terms of doing something about the being East Coast advance ticket holders or growing number of customers travelling by train, we will also be operating limited seven coach formations from “chancers” travelling with standard class December 2016, more in December 2017 and some eight-car formations from December 2018. This will tickets creating regular instances of conflict provide welcome extra capacity, particularly in the peaks. with staff, particularly outside the peaks. Often these compartments just lie idle for much of the day. Perhaps consideration could be given to abolishing First Class on the Edinburgh - Glasgow route in favour of much needed increased capacity.

NEW 06/02: With regards to traincare We have no plans to restructure traincare depots. Work for the traincare team will increase as we plan to have depots, are Abellio planning any more vehicles by the end of the franchise to accommodate the predicted growth. Plans at depots and stabling restructuring of depots or changes that we points will be developed as and when the new and additional stock comes on line and will be consulted with should know about? staff in due course.

NEW 06/02: Is it true that when Abellio Where do these rumours come from?! starts running HST services that they will Obviously, we need to consult with your representatives about the introduction, and where and how to balance be worked by drivers from a freight the diagrammed work, but we expect our own ScotRail drivers to be trained and to operate the HST services. company and not our own drivers?

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NEW 11/02: The station in Thurso was due We're aware that facilities at Thurso require attention, including toilets and lockers. We're already planning a to be refurbished late last year but has since number of improvements at most stations such as CCTV and CIS and Thurso is on the list for these. It’s likely been put on hold due to the changeover. that you’ll be getting cycle stands too. Will Abellio be completing these current With regard to the wider proposals for Thurso that you mentioned, once we’re up and running in the franchise plans? we will review the postponed plans and work with and local businesses to develop the case for more comprehensive schemes with funding from a number of sources (NR renewals, Scottish Stations Fund, the local community). This is something we have a very strong track record in our other franchises. NEW 11/02: In regard to the alcohol ban We were asked this question at the TUPE consultation meeting and confirmed that we intend to continue with will Abellio be making any changes to it as it the current approach. The approach we’ve taken at Northern could be an option at ScotRail in future but it stands? Northern apparently have would have to be driven by the need to keep staff, customers and the train safe from abuse and alcohol-related completely dry trains on weekends from problems. 19:00; you are not even allowed to carry any unopened alcohol. NEW 11/02: I read in the Abellio TUPE ‘Tickets Plus’ outlets will indeed be similar to the 9 successful 'M to Go’ outlets on our Merseyrail franchise and document about 21 stations becoming our 140 ‘Kiosk' outlets in Holland, which have proven very popular with customers because they combine retail tickets plus outlets. Can you explain if this and ticketing. They’re one of several of our initiatives that are designed to respond to customer feedback and means they are becoming "Mini Tescos" like improve passenger satisfaction with station facilities. some stations have on Merseyrail? Because of our parent company's retailing expertise (our sister division, NS Stations, operates over 350 retail outlets in Europe from cafes to convenience stores to chemists to fashion stores), we're in a strong position to develop new retail concepts at stations that will provide valued customer services and help to place stations at the heart of their local communities. And, importantly, we've also found that these concepts provide an attractive and stimulating working environment for our employees. NEW 01/03: Can we have more information In summary: they're not intended to replace booking offices and travel shops, they're intended to enhance the on 21 stations becoming Tickets Plus customer experience, staff experience and make ticket offices more sustainable for the franchise. Our outlets please? experience at Merseyrail and in Holland has been that staff really enjoy working in these more so than in regular ticket offices. Another advantage is that they help provide more services to their local communities.

NEW 01/03: What happens with regards to Replacement services will be arranged through our Abellio Rail Replacement team, who will contract with local rail replacement services at times of bus companies including First. If tickets on local buses are to be accepted during disruption then this will be disruption? shared with you via the normal channels. NEW 01/03: Will you keep the simulator in Yes – our plan is to keep the train simulator. Glasgow Central?

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b) Uniforms and equipment for staff Question Answer NEW 15/01: Was wondering if we will be We plan to replace all the existing mobiles – and there are a lot – with new Smartphones, together with a getting new mobiles to replace the number of apps that are being developed to help colleagues provide information and give even better customer BlackBerry mobiles which First issue us service. Our proposed plan would see all of them replaced by the early Autumn. with? NEW 02/02: When the staff who have Our intention is that people will be able to keep their existing mobile phone numbers when we issue the new company mobile phones and they are smart phones. We’re also planning to put a solution in place that means people will be able to transfer their replaced with the smart phones will they be address book details. That said, we'd like to stress that there is some detail to finalise before we can confirm keeping the same mobile phone number our plans. We’ll let you know more details as they emerge. they have at present, also will it be easy to transfer all their stored contact numbers. NEW 01/03: Currently, ScotRail staff can request access to Lotus Notes Webmail so that they can access emails from home or when away from the office. 1. I was wondering if Lotus Notes Webmail You will not need to request new Webmail access as we will retain the current Lotus Notes system for the first (or a similar Outlook version) will continue few months until we roll out a new web-based system which will also allow you to access emails remotely. to be provided. Will my rights to access my emails remotely continue or will I need to request access again come April? 2. Also, I was wondering if it was your Our intention is to issue the new mobile devices (Samsungs) to the majority of staff, including but not limited to intention to have the majority of staff those who currently have Blackberries. We plan the roll-out of smart devices to take place at the same time as having a company handset with email the introduction of our new web-based email system (Office 365) so that everyone will then be able to access access, or will employees who currently emails remotely from their new mobile devices. have Blackberries be the only ones who get a new handset? NEW 01/03: When using our current mobile Yes - during the bid we assessed the network coverage of different providers in Scotland and we’ve picked phones on the West Line there are Vodafone as our future supplier. severe issues with network coverage: have you chosen a provider for the new devices yet?

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Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

NEW 20/01: Will we be getting a new We’ve started the design process for new uniforms and intend to seek feedback on the existing ones so that uniform for start of business on 1st April and we can finalise design and garment requirements. Our intention is to replace the existing uniforms in the can you tell us a bit about it i.e. colour and Autumn with new ones aligned to the branding and colours dictated by Transport Scotland in their specification what it consists of, also will we be asked for the franchise; in the meantime, we will issue new ScotRail name badges and ties/scarves to be worn from about our sizes or are you just going to go the start date. We've asked First ScotRail for the current sizing to help with order quantities, but from previous with the current information that First comments it seems like it may be a good idea to check those with staff before production! ScotRail currently hold? We will be formally consulting with staff representatives and Trade Unions officials on the various transfer arrangements, including our plans for uniforms, before we can confirm full details. You’ll be able to find details of any consultation meetings on the Abellio ScotRail employees pages, and we’d encourage you to speak to your representatives if you’d like them to raise any questions or concerns about uniforms at one of those meetings.

NEW 23/01: Is it definite that uniforms will We can’t roll a uniform out earlier than autumn if we want to be sure of getting it right, and we can only do that not be issued until Autumn? If so, with April by engaging with you, the wearers (as we’ll do via your reps, and as we’ve started to do in our Facebook group approaching what happens about wearing and had loads of responses, thank you). It’s just not possible to do that properly, get designs sorted, sizings First clothing after this date as most of it is gathered and items manufactured ready for the start of the franchise branded with First? Our procurement team is working to ensure that there are uniform items available between 1st April and the launch of the new uniform to cover replenishments for worn out, damaged uniform, new starters etc. We will though have to be sensible and be conscious that a new uniform is to be issued in October-time. We will essentially have to buy the uniforms from First, but they will want all logos removed or covered up. For some items this is easy, but tricky for others and at the moment we don’t have a solution; it may be for some items that we have to buy unbranded alternatives. That said, we can assure you that you won’t have to turn up without uniform on day 1!

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Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

c) Other travel arrangements Question Answer NEW 19/01: Currently we have the option to We understand that these offers are part of a First Group travel initiative and are not valid for other train or purchase Friends and Family tickets with bus operators. As Abellio is a new owning group with a different portfolio of operations, the offers will no First ScotRail. I was just wondering if this longer be available from 1 April. would continue when we change to Abellio That’s not to discount the possibility that there may be offers in the future; in our franchise we ScotRail? have developed a similar arrangement for limited periods, where friends and family can purchase special fixed rate tickets for Northern services using coupons provided by our staff. However, such an initiative would be for the new franchise’s management team (rather than us as the mobilisation team) to decide after the transfer, as part of their revenue strategy. As you are probably already aware, we have agreed to continue the free ScotRail Smartcard concession for staff and their dependents in addition to the ATOC free and privilege travel facilities being provided for safeguarded and non-safeguarded staff, together with reciprocal travel concessions with the new operator of Caledonian Sleeper.

NEW 19/02: Could you please advise what We’ve been in touch with First ScotRail to check the answer: the cut-off date for purchasing and using Tickets that have been bought will be honoured on First services after staff are no longer employed by First Friends & Family Tickets is, and also what Group, although this mainly affects bus tickets as they have no expiry date on them. the practice would be for tickets already purchased? Rail tickets can only be bought up until March and you need to state your date of travel when buying them. Beyond March, you will not be able to buy tickets for any First Group rail service under this scheme as they won’t be available. NEW 26/01: Can you please confirm if The rumour is not true: Serco has no current intention to vary the current sleeper travel arrangement for rumours are true that staff travel on the existing or previous staff. Out of interest, they've told us that they're keen to get an insight into the level of Sleeper will be restricted to 2 berths a night usage going forward, to understand how staff use the service that they're taking over. per train.

d) Systems Question Answer NEW 28/01: Are there plans to update to a Given the Avantix machines are now becoming outdated, during 2016 we intend to replace them with a newer version of Avantix or a completely next generation machine to resolve the issues you currently experience with them. So there won't be an new system to be able to issue tickets more immediate improvement once the franchise starts, but it won't be too far behind. reliably than what we have now.

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Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

NEW 11/02: Will there be an immediate The rollout strategy for Smart is still being fine-tuned in consultation with Transport Scotland during the increase in the amount of SmartCard mobilisation period, and please be assured that infrastructure capability is something we’re considering in enabled lines or will this need to wait until detail when we’re putting our plans together. the Avantix replacement? In terms of infrastructure, there will be a complete replacement of mobile TIS (Avantix) as well as significant investment in new TVMs as well as the replacement of old ones. In parallel with investing in the infrastructure (rather than waiting for the Avantix replacement), we will be focusing on a wider rollout of season tickets on smart. Once infrastructure issues are resolved, we will then be ready to focus on marketing campaigns to increase the number of customers using Smart products by making more ticket types available on Smart, e.g. Anytime and Off-peak tickets. Our initial focus for smart will be to link up the 7 cities (Glasgow, Edinburgh, Perth, , , Inverness & Stirling). NEW 27/02: Will customers be able to buy Yes. Smart tickets through the booking offices? NEW 27/02: Will it be possible to issue TOD We are looking at this option as part of the replacement system for Avantix. via the Avantix replacement solution? NEW 27/02: We increasingly experience The reason for the card declines is the fact that the current system works offline and some debit cards issues with card declines using chip and require online authorisation. Since this issue was raised at roadshows last week, we have spoke to Avantix PIN on Avantix. Will Avantix be upgraded to to see what can be done. We have established that it is only possible to address this problem with the new stop this? system; unfortunately the current system cannot be upgraded to overcome the issue. NEW 26/02: Are there plans for hospitality We haven't got a specific initiative for this but it's consistent with what we would like to do and will be to take electronic payments? considered as part of the Avantix upgrade in the first year of the franchise.

NEW: 23/02: Will you be installing TVMs As part of the committed obligations for the ScotRail bid and to encourage the use of self-service, we will that accept cash? be installing approximately 200 TVMs, including both life-expired ones and new site locations. The requirements for these new TVMs are currently being worked into a specification and this includes both card only and card/cash. We are currently also analysing the regional demographics and sales data to support the requirements for TVM locations to accept cash. NEW 29/01: How about consideration for We understand that FSR is currently implementing a new rostering system called IRMA, which will allow external online access to intranet - you to do some of the things you’ve commented on, such as see your rosters, request days off and offer particularly rosters - and some form of ‘swaps’ to colleagues. We’re still in the middle of understanding the details behind this system, but it may email/online application for lieu days to do be that there will be a way to access this type of information online in future. away with the current fax obsession? NEW 29/01: What sort of intranet will be Our plans include making sure that everyone will be able to access the intranet, as is the case in our other available at stations and will all staff have TOCs. We think it’s really important, so you’ll be able to access the intranet via any location and device access to it? Also will there be Internet? that has an internet connection.

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Question and Answer summary about the new franchise Version 8: last updated 01 March 2015

NEW 29/01: I was wondering if the ePay We intend to retain the existing systems and pay arrangements, at least in the short term, so the payslip system of getting the payslips and P60s arrangements will continue. As we’re looking into the issue of data transfer, we cannot yet answer the online is going to continue with the start of question about whether you will be able to access your historical payslip information online after 1 April. In the new franchise. If it is, will it be the same case this isn’t possible, we recommend that you download copies of what you want to keep before the new system i.e. Payslips from before the franchise starts. Again, we’ll let you know more details as they emerge. franchise changeover would still be available? NEW 18/02: Does Abellio have a website Recent vacancies for ScotRail have been advertised either through the internal vacancy list or externally with jobs Abellio are offering in their via the First Group Recruitment website (eg for drivers). Where we've used a recruitment agency to help us vacancy list for ScotRail staff? (eg Head of Revenue Protection) the link to the agency has been posted by First ScotRail so that staff can apply. Once in situ, we will post job opportunities on a new ScotRail website as and when vacancies become available.

e) Other Question Answer NEW 11/02: Will Abellio continue the staff It appears that the staff suggestion scheme was stopped late last year and was replaced by the online suggestion scheme and run it so there’s ‘innovation station’ scheme which ScotRail developed in collaboration with a number of staff follow-up and feedback? And will the GEM representatives. The GEM awards were also replaced by the online recognition shop, giving an opportunity awards continue and be improved? for managers to issue gifts to staff for ‘going the extra mile’. Our intention is to build on what exists today and introduce a new rewards & recognition scheme; once we’ve started operating that new franchise we’ll review the current schemes and consider any feedback. You may be interested to know that we also have various working groups across our different operators, which mean we can share the expertise of frontline employees - ScotRail will take part in this too. And the 'Innovator of the Year’ award in our annual ‘Abellio Achievement Awards’ (again, open to all our colleagues at all our operations) last year went to an Abellio Greater Anglia colleague for his solution to upgrade and improve the CCTV system on the Class 317 fleet, improving reliability and saving over £250k in costs. More details of all these ways of getting involved will be shared in due course, but I hope this has given you a flavour of what’s to come in our new franchise. NEW 28/02: Will Abellio continue with Yes, we will. It has been a great achievement for First ScotRail to get IIP and we intend to maintain the Investors in People (IIP)? Gold accreditation in the new franchise. NEW 28/02: What will happen to the lease There will be no change – we are sorting out the supplier contracts and financials behind the scenes during vehicles and fuel cards that some of us use the mobilisation phase so that everything can continue smoothly as-is from Day 1. to carry out our duties?

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