Introducing

1 We are proud to be the operator of the new West Coast Partnership franchise. The partnership is owned by FirstGroup and , and will run for at least the next 11 years.

22 Lake District 3 Contents

Introduction from First Trenitalia 6 About West Coast Partnership 8 Creating a true partnership railway 10 World-class high speed services 12 Our plans for 14 Creating an even better travel 16 experience More services and simpler ticketing 20 Investing in our colleagues and 22 communities Making our railway accessible for everyone 23 Sustainable travel 24 Our Targets 26 About First Trenitalia 28

4 5 West Coast Partnership is owned by New destinations will join our – such First Trenitalia, a joint venture of FirstGroup and as South Parkway, Gobowen and Trenitalia, and will run for at least the next 11 years. Walsall – and existing ones such as Liverpool and We are on a mission to run a And as comes to an end, we would will enjoy a far better service. All in Introduction from like to welcome their teams joining us for the all, we will run an extra 263 services each week railway that generates prosperity journey, as we continue to pioneer exceptional from December 2022. service as standard for our customers. First Trenitalia We open our doors on 8 December 2019, and pride, nationwide. At FirstGroup and Trenitalia, we all share the running long-distance services on what will be same passion for driving the West Coast rail an iconic railway the country can be proud of. experience forward. So we are putting our And with outstanding customer service too. We Welcome to the West Coast perfectly paired skills and experience – plus the are Britain’s premier long-distance railway and a expertise and knowledge from our Virgin Trains vital economic artery for the UK, brought about Partnership. We are proud to colleagues – to good use, to launch this by the dedication and hard work of our teams. ground-breaking new franchise. be the new operator for the We are honoured to have the chance to shape West Coast Partnership. The West Coast Partnership has two teams history, creating a revolutionary railway for our moving things along. Avanti West Coast is our customers and stakeholders. customer-facing brand. And West Coast Partnership Development is working side by side Welcome to West Coast Partnership. with the (DfT) and HS2 Welcome to the future. Ltd. Together, we will design and develop high speed services we can run on HS2 infrastructure – getting our customers where they want to be even faster. We are on a mission to run a railway that generates prosperity and pride, nationwide. Steve Montgomery Our plans will build on the achievements of our Managing Director, First Rail colleagues so far. Avanti West Coast will refurbish all so that they feel like new trains to our customers, install 25,000 new comfortable seats and launch Ernesto Sicilia brand new electric and bi-mode trains to replace Managing Director, the Voyagers. On board, customers will see Trenitalia UK better catering with household brands as well as faster and more reliable free Wi-Fi.

DESTINATION 6 | Introduction Original image taken by Chris McKennaLiverpool7 West Coast Partnership is made up of two Avanti West Coast is our customer-facing Today’s railway: the WCML Tomorrow’s railway: Today’s network teams: one for the current West Coast brand. We inherit a well-run business and we Main Line (WCML) operating business – want to build upon its success and culture. The WCML is one of Britain’s economic arteries, an integrated WCML and About West Coast Avanti West Coast, and another that will work The new franchise is our chance to take things linking towns and cities with fast and frequent HS2 network with DfT and HS2 Ltd over the next few years to the next level. We want to bring the best trains. It joins the British mainland together as Partnership to unleash the benefits of HS2, the largest parts of both Virgin Trains and First Trenitalia it serves England, Wales and . Its We are on the verge of a huge transformation: investment in rail since the Victorian era – together. We will get all our colleagues economic contribution is significant, supporting the construction of a brand-new high speed West Coast Partnership Development. involved to help us develop our culture and towns and communities on the route as it helps line, HS2. We are working with HS2 Ltd, which values, so they reflect our unique partnership to drive growth and power jobs. is sponsored by the DfT, to design and operate Both teams are supported by central functions and our ambitious plans for the future. high speed services. Our new franchise has a once in including HR, Finance, and a new Partnership In the early 2000s, the West Coast route was a lifetime opportunity. We can & Strategy Directorate. Ultimately, West Coast West Coast Partnership Development is the upgraded with faster trains, and extensive Our new franchise has a once in a lifetime Partnership will operate high speed services ‘Shadow Operator’ to the HS2 programme: infrastructure enhancements to increase the opportunity. We can strengthen Britain by strengthen Britain by bringing its on HS2 infrastructure, as well as continuing to designing, developing and mobilising high number of train services being operated. The bringing its cities closer than ever, to benefit operate services on the WCML. speed service operations and associated dedicated efforts of colleagues joining us from society and the economy. FirstGroup’s cities closer than ever, to benefit conventional services. Its goal is to maximise Virgin Trains and our partners at Network Rail expertise in UK rail, Trenitalia’s expertise in high society and the economy. the benefits of the significant investment in helped deliver these upgrades and maintain speed rail, with the wealth of experience from high speed infrastructure. We will be the DfT the importance of the WCML to the UK colleagues joining us from Virgin Trains, will and HS2 Ltd’s trusted and flexible delivery economy. As a team, they delivered significant help us launch this new high speed era. We partner helping to develop and prepare a improvements for customers. are waiting for the outcome of the Oakervee unique and leading service for the customers Review into HS2’s future shape, but if all goes who will use our new railway. to plan, the new line will be built from Euston to Curzon Street and then on to Crewe. The current intention is for HS2 to be extended further north to Manchester and Leeds. New high speed trains will move seamlessly between WCML and HS2, cutting journey times and moving more people than ever before.

8 | About West Coast Partnership 9 West Coast Partnership stakeholder engagement channels Customers and stakeholders want a railway based on partnership. Together, WEST COAST we will work with our customers and FORUM PARTNERSHIP LEAD PURPOSE stakeholders to pioneer exceptional Creating a true service as standard, add more capacity to the railway and deliver more services for Shareholder Conference CEO partnership railway the regions we serve. Economic To engage stakeholders We will give our customers and stakeholders on our strategy a voice in shaping the future of today’s railway, and tomorrow’s high speed services. Stakeholder Conference MDs We are on the brink of a To do that, we will create independently- Integrated Transport new era of high speed rail. chaired Stakeholder Advisory Boards and Customer Panels, to ensure they have an Expectations are high. To engage effective voice in the future success of Parliamentary Drop-in the railway. Stakeholders will have a clear Partnership & Strategy parliamentarians on Surgeries Director way of engaging with our business. our strategy

A dedicated directorate will drive this work,led by a Partnership & Strategy West Coast Partnership To drive economic Director reporting to our Chief Executive. Stakeholder Advisory Forum MDs growth in the This Directorate supports both Economic franchise area Avanti West Coast and West Coast Partnership Development. London To drive integrated West Coast Partnership Partnership & transport strategy Stakeholder Advisory Forum Strategy Director and planning in the Integrated Transport franchise area

To drive forward specific Project Working Partnership & projects being delivered Groups Strategy Director in the franchise

To engage stakeholders One-to-one meetings Partnership & on day-to-day matters, with stakeholders Strategy Directorate including projects

10 | Creating a true partnership railway 11 West Coast Partnership Development is experience in launching new fleets, upgrading working with the DfT and HS2 Ltd as ‘Shadow timetables and managing services during Operator’. It will design, develop and mobilise major infrastructure work. Design and Develop Mobilise Deliver high speed service operations and associated World-class high conventional services for our customers: We will work with our industry colleagues, especially those in HS2 Ltd and Network Rail, to • Providing advice to DfT on the design of deliver high speed services in the next decade. high speed and conventional services on the 55 Specified speed services We will pool our skills and expertise from across existing network once HS2 is open deliverables FirstGroup and Trenitalia for all aspects of the Strategic Market Report • Sharing operational knowledge to provide planning process – from the specialities of high Advice to With HS2 Ltd Train Services support and challenge to HS2 Ltd speed, to commercial, programme management Secretary of State We need to be ready to start operating • Developing plans for the mobilisation and and rail technical disciplines. Rolling Stock launch of integrated services Customer Proposition high speed services as soon as the We will manage our costs, with robust financial infrastructure is ready for us. West Coast Partnership Development will be management and procurement, to ensure value Fares supported by the expertise and knowledge for money. And support our partners with Staffing Functional from Trenitalia and FirstGroup. Trenitalia has constructive advice to offer solutions. Critical Friend Requirements Future Business Structure a wealth of experience planning, launching Strategic Operational Baseline and operating high speed rail services in In building a strong partnership with the DfT Europe. And FirstGroup’s rail division truly and HS2 Ltd, together we will unleash the Mobilisation Plans understands what is required to operate high benefits of the largest investment in rail since performing rail services in the UK, through its the Victorian era.

World-Class High Speed Service Development Trenitalia has over 20 years A trusted high speed experience and flexible partner

Access to over Excellent value industry for money with robust financial Artist impression of Birmingham Curzon Street Station 500 experts management and procurement

12 | World-class high speed services 13 Delivering exceptional service as standard for our customers

Our plans are positive news for customers: industry through apprenticeships. We will providing more services, more direct connections also invest in the communities we serve, with A better travel experience More services and simpler ticketing and ambitious initiatives for a cleaner, greener funding available for Community Rail Partnerships railway. In summary, this means: (CRPs) and other community groups. 23 new trains The remainder of our 263 extra New and more direct services Our plans for replace Voyagers fleet to be refurbished services per week to London and Liverpool to have • Continuing an exceptional travel experience • Making our railway accessible for everyone to as new two trains p/hour (Mon-Sat) by refurbishing the entire fleet and by delivering improvements such as fully Avanti West Coast introducing 23 new trains to replace the less accessible digital journey planning tools and More popular Voyagers. installing more Changing Places toilets. 25,000 Recharging points flexible fares Delay Repay 15 £ new comfortable • Delivering more services and simpler • Driving sustainable intercity travel by accessible from seats across the every seat ticketing, offering 263 extra services each investing in more electric trains, solar energy, Pendolino fleet It is all about our customers. Avanti week from December 2022. reducing water usage, and increasing recycling. Making this railway accessible for all West Coast is going to make sure • Investing in our colleagues and communities. Real-time train Investing in our colleagues through 50,000 900 they carry on enjoying exceptional running information more car Accessible training days and bringing new people to the on all trains park spaces website and app service every day – as standard. Catering with faster New journey planner New Changing Places toilets at Free to help those with , Preston, and great quality and reliable Wi-Fi brands invisible disabilities

Investing in the future Sustainable Intercity Travel

Customer & More Investment in solar Reduce water £ Communities apprenticeships energy and rainwater usage by at least Investment Fund than ever before harvesting 20%

Over No zero-hour contracts Zero 50,000 and introduce the Real New fleets will help waste sent straight Living Wage for all sub cut carbon emissions to landfill; increase training days by over for our staff contracted staff 60% recycling to 90%

14 | Our plans 15 Creating an even better On-board, our colleagues will continue to Investment in stations Our stations will deliver smoother door-to-door provide a friendly, helpful service to our journeys; we will improve access and interchange travelling experience customers. We will support them with a wide As well as revamping our trains, we will also be for each station, install clearer wayfinding signage, range of training courses so that they can refurbishing our stations to bring everything from create 10 new secure cycle facilities and install bus New and refurbished trains continue their professional development. more accessible facilities to more comfortable information screens at 12 stations. waiting times. We will invest in our stations with The Pendolinos will feel like new trains for our A new café bar will be introduced on every refreshed waiting rooms, more car park spaces, We will provide 900 more car park spaces and customers and colleagues. We will refurbish the train, with plenty of tasty snacks and drinks and greater accessibility for those who need it. 100 new electric car charging points, with interiors of the Pendolino fleet, including from great quality brands, along with an at- We will support pop-up shops and local firms, Automatic Number Plate Recognition (ANPR) We will make our customers’ carpets, more luggage space, and toilets. We will seat service in both First and Standard Class. bringing unused space back to life and available installed at all our car parks. invest in more comfortable seating, with 25,000 Our customers will also be better connected, for community use. journeys more enjoyable and replacement Standard Class bespoke seats and for longer, with on-board Wi-Fi upgraded, We will improve waiting rooms and First Class across the Pendolino fleet to give unparalleled power points from every seat, and wireless lounges at all stations (including new First Class comfort for our customers. First Class interiors charging at tables. lounges at Preston, Stockport and Rugby), and more convenient with smarter, will also be refurbished and real time information invest in more shelters and seating. screens in all carriages will be refreshed. Diesel-powered Voyager trains will be replaced more comfortable trains. with 23 more comfortable, spacious, and greener trains by December 2022. They will comprise 13 ‘bi-mode’ (electric/diesel) trains and 10 electric trains.

• Refurbished • New trains • All new trains • All refurbished • Community • New wayfinding • Refurbished waiting Pendolinos begin to enter in service trains in service rail initiatives signage rooms begin to return service throughout • Digital wayfinding trial •  Extra cycle facilities to service franchise • Bus information screens • Better catering • Electric vehicle offer 8 December 8 December charging points 2019 2019 • New First Class lounges

from December from May December April December December December 2020 2022 2022 2023 2019 2020 2021

DESTINATIONEdinburgh 16 | Our plans Birmingham New Street17 Station We will boost the sustainability of communities we serve, cut our environmental footprint, reduce carbon emissions and be the most sustainable intercity travel option.

Stoke-on-Trent, Knypersley Reservoir waterfall 18 19 More services and Simpler ticketing Other improvements include: simpler ticketing Many of our customers travel for leisure - • We will modernise Glasgow Central, Preston going to see friends or getting away for the and Rugby ticket offices. More services weekend. So we will make it as easy as we can • New intuitive Ticket Vending Machines will be for them to go by train. We will introduce a installed at every station we operate. All ticket We will introduce a new timetable (planned for range of initiatives to make tickets easier to vending machines will be compliant with the December 2022) so that our customers can be understand so people can get the best value latest accessibility legislation. better connected. We will introduce 263 extra fare, as well as making it easier than ever before • We will offer simple, personalised ways to buy services each week including more direct trains: We will introduce a range of to buy a ticket. tickets with mobile and smart tickets covering • Doubling the frequency of services to and all fare types. from Liverpool, with two trains every hour all We will strive to remove the red tape around

initiatives to make tickets day (Monday to Saturday). our fares: Off-Peak Singles will cost no more • More services stopping at Motherwell, than 70% of the Off-Peak Return, discounts easier to understand so people making it a key interchange in Scotland. will be offered on Anytime Single fares, and customers will be able to upgrade to First Class • New direct services to destinations including at an affordable price. can get the best value fare. Liverpool South Parkway (for Liverpool John Lennon Airport), Walsall, and Gobowen It will be easier to get an exchange or refund. (for Oswestry). Customers will be able to exchange a ticket • Llandudno will gain extra direct services to bought from one retail channel - such as on a give it the frequency it deserves (from mobile phone – through another, such as at a December 2020) ticket office. Best of all, customers will be able to make changes on the day of travel. • Delay Repay • Other operator • Cheaper Off- • Avanti West Coast We will also work collaboratively with Network 15 introduced smartcard tickets Peak singles smartcard introduced Rail in its delivery of infrastructure projects We will improve compensation for when things accepted • Anytime • Unified retail such as Euston station upgrade, 2, go wrong. From the first day of the franchise, advance singles system launched North Wembley to Euston Power Supply Delay Repay 15 will be introduced, and delay 8 December • New Ticket Vending Works, East West Rail, Birmingham New Street claims can be made through an online system 2019 Machines (TVMs) resignalling, Midlands Rail Hub, Crewe Hub, to ensure quick refunds. Delay Repay 15 Northern Powerhouse Rail, North of England guarantees compensation for our customers if Programmes, and Transpennine Route upgrade. their journey on one of our services is delayed December March Jan May by more than 15 minutes at their destination. 2019 2020 2021 2021

20 | Our plans 21 Investing in our colleagues We commit to ending zero-hour contracts, Making our railway accessible delivering the Real Living Wage across the and communities business and our supply chain, supporting for everyone wellbeing, appointing an Employee Director Our colleagues are our most important asset. to ensure that colleagues’ views get the voice We will ensure that everyone can enjoy train travel Every one of them is vital when it comes to they deserve, and we will continue to offer and make it as easy as possible for people who giving our customers an excellent experience, apprenticeship opportunities. need some extra support to travel with us. We every day. They are essential for us to deliver will launch a new website and online journey our plans. They bring with them a well-respected Our commitments extend to the communities planner, which will include technology to help We will deliver over 50,000 culture, one to be proud of, underpinned by we serve. We will work with our stakeholders to those with invisible disabilities, allowing customers strong values. support their schemes and projects across the to translate the page, change its colours or have training days to enhance our franchise – developing integrated transport the text read out. This will continue with West Coast Partnership schemes and launching Customer & and our teams in Avanti West Coast. We will Community Investment Schemes for which We will improve wayfinding at all stations and, at skills, confidence and tools to work with our colleagues to develop our funding is available from 2021. Birmingham International, we will introduce digital culture and values even further, making sure beacons to help our customers navigate this busy they reflect our unique partnership franchise station as part of a digital wayfinding trial. We will ‘wow’ our customers. and our future plans. install new Changing Places toilets at Coventry, Preston, and Stockport to support those with more We will build on their great skills and experience profound and multiple learning disabilities, as well as even further. We will invest in our colleagues people with other physical disabilities such as spinal and will provide them with the tools and injuries, muscular dystrophy and multiple sclerosis. training to provide the best service possible. We will deliver over 50,000 training days to • Accessible • Digital • Changing Places enhance our skills, confidence and tools to website and beacon digital toilets installed ‘wow’ our customers. We will focus on app wayfinding trial diversity in all recruitment, with targeted recruitment campaigns and school engagement 8 December across the network. 2019

December December May 2019 2020 2021

22 | Our plans Sustainable intercity travel The introduction of new bi-mode and electric trains to replace the Voyagers will help us We will boost the sustainability of communities to reduce our CO2 emissions by over 60%. we serve, cut our environmental footprint, We will install drinking water fountains at reduce carbon emissions and be the most all stations we operate to encourage our sustainable intercity travel option. We will customers and staff to refill water bottles protect the environment and be a good and reduce single-use plastics, as well as neighbour, support economic and sustainable continuing to offer discounts for customers development, optimise energy, fuel and water buying hot drinks in re-usable cups on our usage and manage waste sustainably. trains. Deploying Automatic Meter Readers to monitor water usage will help us to deliver We will be a responsible business, taking our reductions in usage by at least 20%. And we commitment to sustainable development will replace old lighting and heating systems We will protect the environment seriously and ensuring we contribute positively with modern, more sustainable systems (such to society and the communities we serve, while as LED lighting), and invest in solar energy and minimising negative effects on the environment. rainwater harvesting. and support economic and We will develop and deliver a comprehensive Sustainable Development Strategy to structure sustainable development. our activities and deliver positive sustainable development outputs.

• Sustainable • Water fountains • Diesel-powered Development installed at stations Voyager trains Strategy • Solar powered removed from published facilities installed service 8 December • New station 2019 lighting installed

December May December 2020 2021 2022

24 | Our plans Llandudno 25 National Rail Passenger Survey (NRPS)

Our Targets Transport Focus’ NRPS is our main indicator for By delivering on our plans we will improve our assessing how we are improving our services. scores for each category in the survey.

In the first 12 months of our franchise, Table 1: Avanti West Coast NRPS Targets (%) we will be aiming to improve a range 2019/20 2020/21 2021/22 2022/23 2023/24 2024/25 2025/26 of areas, to make our customers’ Station 74.6 75.9 77.7 79.3 80.9 81.2 81.6 experiences as good as they can be. Trains 81.7 82.0 82.6 82.7 82.8 82.9 83.0 We will report on how we are Customer Services 84.2 84.9 85.5 86.0 86.0 86.9 87.4 Dealing with Delays 63.7 64.5 65.5 66.4 67.3 67.8 68.2 performing in our Customer Report and on the Avanti West Coast website. Train punctuality We will regularly review and refine We will be measured on our train punctuality station stops called at within 3 or 15 minutes of our plans for improving performance with both Time to 3 minutes (T-3) and Time to the time we are scheduled to get there. 15 minutes (T-15) – the percentage of recorded through our annual business cycle. Table 2: Avanti West Coast T-3 Annual Targets (%)

2019/20 2020/21 2021/22 2022/23 2023/24 2024/25 2025/26 T-3 69.40 70.50 71.00 71.00 71.50 72.00 72.00

Table 3: Avanti West Coast T-15 Annual Targets (%)

2019/20 2020/21 2021/22 2022/23 2023/24 2024/25 2025/26 T-15 93.60 94.00 94.50 94.50 95.00 95.00 95.50

26 | Targets Bangor 27 About FirstGroup About Trenitalia

As FirstGroup’s rail operating business, First Rail is Trenitalia operates as a subsidiary of Ferrovie About First Trenitalia one of the largest rail operating groups in the UK dello Stato Italiane SpA, the State-owned and we are proud of the offer we make to our holding company responsible for infrastructure customers, while never relenting in our desire to and services on the Italian rail network. improve it. We operate four UK rail franchises and are responsible for one third of the rail market in Trenitalia is the leading operator of high speed West Coast Partnership is owned Britain, through our Great Western Railway (GWR), services in . Along with other FSI subsidiaries, by First Trenitalia, a joint venture South Western Railway (SWR) and TransPennine Trenitalia has designed and built a high speed Express (TPE) DfT franchises, and now West Coast network of almost 1,000km, more than half in the between FirstGroup and Trenitalia. Partnership. We also run the open access last ten years. It is the only high speed operator in operator, , and from 2021, will launch the world that faces domestic rail competition. It running direct services from gives exceptional service to its customers. London to Edinburgh. As the primary operator across FS Italiane Group’s First Rail is the only owning group that operates network, Trenitalia is the cornerstone of the each type of rail service: high-speed, commuter, transport business, accounting for over 60% of regional and sleeper services. Our services carried Group revenues. The company generated a 345 million passengers in 2018/19 and we operate revenue of over €5.37 billion in 2018. more than 400 stations. First Rail’s operators form Trenitalia offers two major services: domestic collaborative relationships with their stakeholders and high speed rail, and regional transport. The to add capacity to the railway with new company is best known for its iconic infrastructure, station and car park changes. high speed services. With the recent introduction We are transforming our customers’ journeys with of the state-of-the-art, Italian-made Frecciarossa new and refurbished trains and investing in our 1,000 trains, Trenitalia operates one of the most people to give them the skills to serve our advanced rail services in Europe. customers. Across our train companies, we are Trenitalia is also present in with , in introducing over 1,800 new carriages, delivering a with Deutschland and in better experience for our customers and creating Greece with Trainose. Moving forward, Trenitalia new depot facilities and jobs. This investment is will be the face of FS Italiane Group’s international clear at each of our franchises. expansion. The company plans to strengthen its existing international service offerings such as Trenitalia’s Thello services operating between Paris and Venice (via and Marseille).

28 | About First Trenitalia London 29 30 31 12794/1119 redrocket.co.uk 12794/1119

Published by First Trenitalia West Coast Rail Limited; a FirstGroup and Trenitalia FS Group company. Registered Office: 4th Floor Capital House, 25 Chapel Street, London, United Kingdom, NW1 5DH. Registered in England No. 10349442

westcoastpartnership.co.uk avantiwestcoast.co.uk

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