The new ScotRail franchise: good for passengers, staff and Improving your journey from door to door

magazine

Abellio ScotRail

Investing for the future

The Abellio Way Magazine – Abellio ScotRail special – Spring 2015 Travelling on the and enjoying the wonderful view

A northern gannet flying in front of Bass Rock SCOTRAIL SPECIAL - SPRING 2015 3

CONTENTS Ambitious plans and Abellio

It is with enormous pleasure that I find myself writing 4 WE ARE ABELLIO the introduction to this special edition of The Abellio What can you expect from us? Way Magazine from my home in . When Abellio was granted the privilege of operating 6 JEFF HOOGESTEGER MEETS TRANSPORT Scotland’s rail services, I had no hesitation in making this my home. You may consider that a rather self- MINISTER DEREK MACKAY serving decision, after all who wouldn’t choose to live “This is an incredibly exciting period for transport in this beautiful country! However, as a Dutchman, it in Scotland” won’t surprise you that it was also a sensible business decision. 10 ABELLIO’S VISION FOR THE NEW The has ambitious plans to SCOTRAIL FRANCHISE transform its railways and I am grateful to them for Good for passengers, good for staff and choosing Abellio to assist in that purpose. We have many exciting and challenging plans for ScotRail, as good for Scotland you will read in this special edition, and it is my intention to work with the team wherever possible 13 WORKING TOGETHER FOR THE PASSENGER to deliver them. ScotRail and Performance for passengers 14 BOOSTING TOURISM Living here, I will also be travelling by train most days to our new UK headquarters in , and regularly Travel the Great Scenic Railways of Scotland using other parts of the ScotRail network. During these trips, I’ll be carefully scrutinising the performance we 16 TRAVEL FROM DOOR TO DOOR deliver for our passengers, and also expect them to tell Journeys go beyond a-to-b me exactly what they think about our services. In that respect, I would like to take this opportunity 17 GET ON YOUR BIKE! to pay tribute to the ScotRail workforce. They regularly The introduction of Bike & Go at achieve high levels of performance and customer satisfaction. We now look forward to working with 10 Scottish stations them and Network Rail to realise the full potential of Scotland’s railway through our plans which 18 NEW ROLLING STOCK include: brand new trains; a true Introducing the new Hitachi trains service; more smartcards; new flexible fares; exciting community programmes; and of course 20 FULL STEAM AHEAD! the creation of a railway tourism experience Running services with some of the oldest worthy of Scotland’s world-famous scenery and attractions. In particular, we look forward to trains in the world – steam trains! welcoming the new into the ScotRail family. 23 TRANSPORT SCOTLAND Interview with Aidan Grisewood, Director of Rail I hope you enjoy the Abellio ScotRail special edition of the magazine, and I look forward to 24 BRINGING THE BORDERS RAILWAY TO LIFE our journey together over the coming years. The longest domestic railway built in Britain for over 100 years Jeff Hoogesteger CEO Abellio Group 26 HOW OUR COUNTRIES CONNECT? Scotland and the Netherlands: a historic relationship

The Abellio Way Magazine Eva Stijnman, Rose Teunissen MattStansfield, GeorgiosArt, Borders Railway, Image Select ScotRail special - Spring 2015 (editor-in-chief), Roel Willems SAKhanPhotography, Ewg3D, (Findlay Rankin, Alamy, Published by Abellio Group Images TT, Elgol, Jarnogz, Jgshields, ARCO-G Lenz) P.O. Box 2025 Jurjen Poeles, Frank Rogner, Nicola Ferrari, Martin McCarthy, Editing and design 3500 HA Utrecht Aubrey Wade, Cate Gillon, Lauren Entienou), Getty Images (Chaitanya Gloedcommunicatie, Nijmegen The Netherlands McGlynn, Williams Photo Agency, Deshpande, Maremagnum, Jim Printed by Pieter Glerum, Simon Rawles, Richardson, Richard McManus), Mediacenter, Rotterdam The Editorial Team Mirjam Klever, Andrew Block, Amy Shutterstock.com (Stephen Finn, Mike Connelly, Ed Coumans, James Kouwenhoven, George Brooks, Tim , Targn Pleiades, All rights reserved. Dark, Cameron Jones, Yvonne Paul Childs, Erna Pennekamp, Heartland Arts, Tanatip Reproduction in whole or in Mulder, Nicolet Pennekamp, iStockphoto (Blackjake, George Chantaraviwat, Jule Berlin), part without written permission Wies Peters, Dirk van Sambeeck, Clerk, Romrodinka, inFocusDC, VisitScotland (Paul Tomkins), is strictly prohibited. 4 THE ABELLIO WAY MAGAZINE

HOW WILL PASSENGERS delivering a truly integrated national BENEFIT? transport network. Based on our experience of operating And let’s not forget that many train trains, trams and buses across Europe, journeys in Scotland are an experience We are Abellio has put together a clear plan in their own right. Our plans will for ScotRail to make sure the national deliver scenic services worthy of the rail service is in tune with the way nation’s world class tourist sights and people throughout Scotland have told destinations. us they want to live. It will benefit passengers across the entire network, OUR HERITAGE whether travelling to work, on Abellio is a subsidiary of Nederlandse business, visiting friends and family Spoorwegen (Dutch Railways, NS), or to enjoy the great outdoors. enabling us to draw on more than In the Central Belt, we will deliver 175 years of expertise in the delivery In October 2014, brand new trains, purpose-built for of passenger transport services. NS Transport Scotland Scotland, and on routes connecting operates one of the busiest and most announced that Abellio the country’s seven cities we will complex rail networks in the world, would run the new replace the existing trains with with over 5,200 scheduled domestic ScotRail franchise, telling high speed trains refurbished to a train services each day. Abellio was high standard. This will provide faster established in 2001 and already the nation to expect a services on spacious trains with more successfully operates three train transformation in rail carriages and new onboard facilities. franchises in the UK, as well as bus travel across the country. Elsewhere on the ScotRail network, services in and Surrey: That may sound quite we will sharpen timetables and Abellio Greater Anglia (since 2012), improve connections between Abellio London & Surrey (since a task, but it is a true services and smarten up the trains. 2009), (since 2004) and reflection of Ministers’ The availability of smartcard and (since 2003). With public ambition for Scotland’s internet tickets will make journeys transport businesses in the UK, railway and the changes more convenient. Significant discounts Germany and the Netherlands, we we have promised to will be available and buying tickets are now able to share best practice will be quicker. Passengers will be on a pan-European scale. deliver over the lifetime able to hold tickets for rail, many of the franchise. What other public transport trips, car BEYOND A-TO-B can you expect from us? parking and cycle hire on a single We strongly believe that, with our smartcard. We will also put in place 175 years of experience, we have a range of other measures to make a social duty to our passengers sure customers’ journeys to and which extends beyond their journey from stations are faster and easier. on one of our trains, trams or buses. For example, there will be better The ability to move freely, safely connections with buses, new tickets and with ease is a precondition for combining rail with and air a healthy, successful and sustainable Claire Bereziat travel, and we will create the UK’s nation. We see public transport as Lecturer in Tourism, largest cycle/rail network. New part of the lifeblood of society. Glasgow Caledonian University information sources will put After all, our services help people passengers in control of their carry out the essential tasks of “I am extremely excited by journey. Our intention is that everyday life. We help passengers Abellio’s outline of their concept ScotRail will play a key role in travel to work, go to school and (for tourism). It is refreshing to discover that tourism, one of Scotland’s economic priority sectors, is deeply embedded in Abellio’s bid, with an ambitious vision that will be transformative and exploit new opportunities.” Clara Walker Executive Director, Forth Environment Link “We welcome the opportunity to work closely with Abellio on a number of strategies including the development of a CyclePoint at Stirling station to promote and integrate cycling throughout the network, and involvement in an advisory group to oversee and support Abellio’s Cycling Innovation Plan.” SCOTRAIL SPECIAL - SPRING 2015 5

meet friends and family. Our services must play an integrated role in the socio-economic development of the societies we serve. As such, we Abellio: GERMANY invest in station improvements, hub development and innovations so that Beyond a-to-b we can cater for travel from door-to- door, not just between our stations. Our core focus is on one simple 20,000 Employees objective: working with all partners to meet our passengers’ transport 1.7 million passengers per day requirements during their entire journey. It means our customers are always at the heart of everything 1,500 buses we do. HOW WE WORK: 2,876 trains THE ABELLIO WAY UNITED KINGDOM Our first responsibility is always to our passengers, our clients and our 236 trams staff. We deliver efficient, high quality and innovative services and will not hesitate to challenge the traditional Countries conventions of travel so that we can Netherlands provide better quality, safer, more United Kingdom convenient transport services that Germany genuinely benefit our clients and customers. We do this ‘the Abellio Way’. This is our strategic frame- work, which provides a common NETHERLANDS and collaborative way for us to work with our clients and stakeholders, and for everyone in our business to Simon Walton work together. It drives operational Chairman, Campaign improvement to help us achieve our for Borders Rail ambition and represents the essence “We’d like to say welcome to of what and who we are as a company. Abellio as you take on the Genuine people, innovative in spirit ScotRail franchise. When you and dedicated to a positive future for approached us it was with travel, this is the Abellio Way. enthusiasm and interest. I know we can work together and, as always, Campaign for Borders GERMANY Rail looks forward to any initiative that helps provide a service that we know is of great economic and regenerative importance to the Borders.”

The Abbotsford Trust Abbotsford | Melrose | “The opportunities which the Borders Railway presents for the region and for Abbotsford are huge. Abellio has been actively supportive of UNITED KINGDOM this railway project and we are looking forward to working closely with them in the future to develop its full potential.” 6 THE ABELLIO WAY MAGAZINE

Shared vision for transport

Derek Mackay transformation Minister for Transport and Islands for the Scottish Government Jeff Hoogesteger, Chief Executive Officer of Abellio Group meets Derek Mackay, Minister for Transport and Islands for the Scottish Government.

Jeff: “As Scotland’s Transport and sustainability, as well as contributing “For passengers, Minister what are your immediate towards environmental improvements and challenges for transport?” a healthier population. This is why the there will be Scottish Government places such impor- better trains, Derek: “This is an incredibly exciting tance on rail. ScotRail is the single biggest period for . The new contract let by the Scottish Government and faster and more Abellio ScotRail franchise promises an it is imperative that it offers a service people overhaul of train services throughout the want to use and enjoy using, as well as being comfortable country and will transform how the industry a franchise that Scotland can be proud of. journeys and connects with communities through business In addition to rail, the Queensferry and charity links, as well as investing Crossing is Scotland’s biggest infrastructure fairer ticket millions in improving services and facilities. project in a generation and is progressing prices” For passengers, there will be better trains, extremely well to be completed on time faster and more comfortable journeys and and under budget. The dualling of the A9 fairer ticket prices. between Perth and will make We’ll also see the launch of the new a huge difference to those travelling north franchise (operated by of the Central Belt and will, most importantly, ) at the same time, which will bring a improve safety on that road. We are also Derek: “I’ve been extremely impressed by top-class tourism experience to our railways improving the motorways and constructing Abellio’s plans for integrating the ScotRail to compete with some of the world’s most the /Western Peripheral Route to franchise with other transport modes. The famous rail journeys. The Borders Railway help ease the congestion in the city centre. plans for door-to-door travel advice will be opens later this year, nearly half a century We continue to work with bus companies, hugely welcomed by passengers using all since it was shut down in the infamous local authorities and regional transport forms of public transport. I’m also looking which almost ripped the heart partnerships to improve the quality of bus forward to seeing the development of the out of Scotland’s railways. We’re also investing services throughout Scotland and we are integrated timetables which will ensure in improvements to our railways in the Central now taking forward the new Clyde and people can go straight from bus to train to Belt, on the Main Line and from Hebrides Ferry Procurement. It is a vast ferry etc. Aberdeen-Inverness, as well as keeping up and sprawling portfolio but one which I am I know that the work has already begun to the pressure to see the realisation of our excited to be a part of.” ensure aligned bus and rail timetables for the ambition for high speed rail in Scotland. Borders Railway, and the opening of transport Our railways are enjoying a renewed Jeff: “Integration between all transport interchange stations such as and popularity and the £5 billion the Scottish modes is important to the Scottish Edinburgh Gateway will allow passengers to Government is investing in rail will see that Government and for passengers. How move more easily from one mode to another. continue for generations to come. A success- do you see this developing over the next ful railway is an enabler for economic growth few years?” Continued on page 9 > North Bridge crossing high over railway station in Edinburgh

Abellio’s CEO Jeff Hoogesteger and Minister Derek Mackay in the building Gaining popularity: cycling as an everyday way of getting around

The station building in Stirling was constructed in 1915 by James Miller, and is classified by Historic Scotland as a Category A listed building SCOTRAIL SPECIAL - SPRING 2015 9

“This new ScotRail franchise will also see a new approach to cycling with more bike spaces and bike Jeff Hoogesteger Chief Executive Officer rental at some stations” Abellio Group

Even within rail we will see more integration, Derek: “Since my appointment as Transport Jeff: “What links do you see between for example with the new Caledonian Minister, I’ve been meeting with stakeholders your former role as Minister for Local Sleeper and ScotRail franchises working to across the portfolio, including the cycling Government and Planning and your complement each other in terms of serving community. They are understandably very current role as Minister for Transport business and tourist passengers. I’m excited passionate and very vocal about their area of and Islands?” by the plans for the Great Scenic Railways interest and I want to embrace that and work of Scotland and I believe it will be a huge with them to promote cycling as an everyday Derek: “There are obvious links between tourism boost which will see people taking way of getting about, not just a leisure or my previous portfolio and the current one in the dramatic scenery on the trip up from sport pursuit. in terms of planning, infrastructure and London on the Sleeper and then enjoying Cycling has obvious health benefits, but links with regional transport partnerships. the ScotRail tourist routes. there are also the environmental improve- My background before being elected to the Transport Scotland continues to work ments brought on by the reduction in Scottish Parliament was in local government, with the industry on finding solutions to the emissions as people move from car to bike. so I do feel that gives me a good under­ challenges of introducing a multi-modal smart That plays to the Scottish Government’s standing of the issues of importance to card. We want to see the development of a carbon reduction targets, and I believe that councils in Scotland. card which can be used across all public trans- our vision of seeing 10% of all journeys The National Planning Framework port modes, throughout the country. That will being made on a bike by 2020 shows we are obviously informs a lot of the work that is be beneficial in terms of encouraging more really serious about this. We are well aware done by Transport Scotland and it has been people to use public transport, and I have that this is ambitious, but I am strongly of very interesting for me to see that being put been pleased to see that Abellio ScotRail is the opinion that it is achievable. into practice. In terms of transport, there is already working well with industry partners This new ScotRail franchise will also a lot of interface between central and local to help make that vision a reality. see a new approach to cycling with more government and I’m looking forward to The ambitious targets Abellio has commit- bike spaces and bike rental at some stations, seeing productive working relationships on ted to for uptake of smart ticketing provide making it easier for people to cycle to the some of the plans for train stations, integrated a huge opportunity to influence other modes station, to take their bike all the way into train and bus timetables, improvements to and operators to adopt similar technologies work or to get a train to enjoy some of cycling infrastructure and integrated smart and improve the experience for passengers.” Scotland’s fantastic cycling routes. We ticketing. I’m a Government Minister, but I am are already seeing a real difference, with also a regular public transport user and that Jeff: “What contribution do you expect cycling up more than 20% in Scotland keeps me close to the passenger experience.” the new franchise to make to the over the past five years and I am sure that growing levels of cycling in Scotland?” will continue.”

Bike &BATHGATE Go Bike &LINLITHGOW Go Bike &BALLOCH Go Bike & Go Bike &HAYMARKET Go Bike &LIVINGSTON Go Bike NORTH &LIVINGSTON Go Bike SOUTH & Go Bike &DUNBLANE Go

CyclePointEDINBURGH CyclePointSTIRLING CyclePointGLASGOW Cycle investments at Scottish stations. More about Bike & Go on page 17. 10

GOOD Abellio’s FOR PASSENGERS

vision for the Our plans to improve ScotRail’s services involve faster, more reliable, better value and easier journeys across Scotland. new ScotRail SCOTLAND’S FIRST TRUE INTERCITY NETWORK On long distance routes, we will transform journeys between the franchise country’s seven cities by providing Scotland’s first true intercity network. By the end of 2018, we will replace At the start of April, Abellio will begin the new the current trains with high speed ScotRail franchise, and already we have a thorough trains which will increase the number of seats on intercity services understanding of how we need to run the railway. by more than a third and we will That is because, before submitting our bid for the look to deliver a headline journey franchise, we spent two years consulting stakeholders time of below three hours between the length and breadth of Scotland. Glasgow and Inverness. THE BEST FOOD AND DRINK Before entering service, the high From the start, it was clear Scottish speed trains will undergo a major Ministers wanted the new franchise refurbishment and we will ensure to be different, reflecting the views onboard conditions and facilities are of the many people and organisations in tune with the way business and we met. Their vision, and ours, is leisure passengers want to travel. that ScotRail will become a national They will include free wifi, a much asset the country can be proud of. enhanced catering service show­ This means that, as well as raising casing the best Scottish food and the standard of rail travel, we must drink, and ample storage for sports consider ScotRail’s role as a major equipment including skis. Each national business, for example in how train will have a first class carriage we work with our suppliers, our staff with tables at all seats so business Robert Samson and trade unions. We also need to travellers can work in comfort. Passenger Manager, make journeys more affordable to Passenger Focus help people pursue their careers and 7 MINUTES QUICKER leisure interests. Another priority is Another major initiative will introduce “Passenger Focus is pleased to support a growing economy by new trains on the Edinburgh-Glasgow that the new ScotRail providing more seats for commuters, and Stirling--Dunblane routes in franchise includes initiatives to more punctual journeys and better 2017 and 2018 following electrifica- raise service quality on trains quality business travel. In short, the tion of these lines. This will enable us and at stations across the new franchise needs to be good for to provide quicker, more comfortable whole Scottish rail network, passengers, good for staff and good journeys. On the Edinburgh-Glasgow in addition to major upgrades for Scotland. route, crowding will be addressed on the Edinburgh-Glasgow and intercity routes. We are expecting real improvements and will examine the impact on customer satisfaction through our Passenger Survey.” SCOTRAIL SPECIAL - SPRING 2015 11

by operating also eight-car trains, choices. Benefits will include lower compared to six-car at present, and cost commuting for part time workers GOOD the fastest journeys will be seven – just as full time workers receive minutes quicker than today. reduced price travel from season FOR STAFF tickets. We will also introduce PREVENT INCIDENTS cheaper leisure fares such as Advance THAT CAUSE DELAYS Purchase tickets from £5 on intercity ScotRail’s workforce has done a great Further service improvements will routes and a new club to encourage job and will have a crucial role in further take place across the network. Early more people aged over 50 to use improving passengers’ journeys. We initiatives will include refurbished the train. These benefits will be want our staff to be able to help cus- trains and additional capacity on introduced over the course of the tomers better, advance their careers, existing Glasgow electric routes. franchise. have greater job satisfaction, opportu- We will also introduce a new scenic nities to learn new skills, and share in trains service with refurbished DOOR-TO-DOOR TRAVEL the success of the business. carriages on picturesque lines (see All our train service and station pages 14 and 20) and provide free improvements form part of our NEW TRAINING INITIATIVES wifi on all ScotRail trains. Across overall plan to provide simpler Therefore we will focus equally on the railway, travel will be more door-to-door travel. Further facilities the staff experience and customer reliable because we will focus on and services for passengers will experience. We will introduce a number right time operation. Our new include: a Journey Companion App of new training initiatives, including Alliance with Network Rail will help offering door-to-door travel informa- Inspire customer service training for prevent incidents that cause delays, tion; clearer information on how the entire workforce, and also provide for example by jointly planning trains are running through our new support for employees taking Scottish engineering works to reduce the customer information desks at key Vocational Qualifications. We will risk of them overrunning. city stations; customer information obtain Scottish Qualifications Authority desks at key interchanges and large accreditation for our own ScotRail EXTRA SPACE FOR SHOPS city stations; information screens training centre, and set up train fleet Similarly, our station upgrade pro- showing connecting buses and centres of excellence to build gramme will cover routes across the at hub stations; and dramatically technical capabilities. ScotRail network. Major improve- increasing smartcard use to provide These are just some of the learning ments will take place at a number more convenient ticket purchase programmes which will offer oppor­ of stations, including Inverness and options. tunities for employees to refresh and Aberdeen where we will create extra improve their skills, and in some cases space for shops and a city gateway 3,500 MORE CYCLE gain new qualifications. feel. Catering at these and other PARKING SPACES well-used stations will be enhanced We will also integrate rail with other EMPLOYEES WITH through new ‘To Go’ convenience modes of transport more effectively, SMARTPHONES store kiosks. In addition, over for example by working with bus We will also ensure staff have the right 40 stations will benefit from new operators to provide better connec- equipment for their job, for example shelters, and many will gain extra car tions to train services, launching our by providing frontline employees parking spaces. The effect will be to Cab & Go taxi booking service, and with smartphones so they can receive create a higher quality and consistent making cycling to and from stations up-to-the-minute information to pass customer experience with facilities a more attractive option. This will on to passengers. appropriate for different types of include 3,500 more cycle parking The contribution employees make station. spaces at stations, CyclePoints will be recognised through a number of offering a staffed cycle storage and new initiatives such as additional pay- BENEFITS cycle services facility at three city ments if we meet performance targets. Our new range of better value fares stations, and Bike & Go cycle hire But, we will start by saying ‘thanks’ will include flexible carnet tickets in at least 10 stations. when a job is well done. Our ScotRail covering the number of journeys Our intention is that ScotRail staff benefits schemes will include customers want to make over a period will play a major part in delivering discounts in high street stores and the of their choice. Discounts on current a truly joined up national transport option to receive lifestyle check-ups, fares will reflect each person’s travel network. flu jabs and advice on quitting smoking. We will also ensure all staff and contractors are paid at least the living wage, and there will be staff represen- tation at franchise Board meetings. 12 THE ABELLIO WAY MAGAZINE

Dr John McCormick Chairman, Scottish GOOD FOR Association for Public SCOTLAND Transport “Abellio’s plans for ScotRail will have a significant impact We have deliberately designed our generation of ScotRail employees we in helping to develop a truly plans for ScotRail with the clear will recruit 10 apprentices every year integrated public transport intention of helping to achieve from areas of high unemployment. network for Scotland. We also Scottish ministers’ key objectives for In line with our responsibilities as the expect the new franchise to the country set out in the National national train operator, the way we deliver a shift to rail and other Performance Framework. These select our suppliers will provide fair low carbon forms of travel objectives range from supporting opportunity for SMEs to compete through improvements to the economic growth to creating a fairer, with larger companies and win quality and capacity of train healthier, stronger and greener contracts. In doing so, we will make services and by providing more Scotland, and will become embedded use of the Scottish Government convenient door-to-door in our strategic thinking. Procurement Portal. journeys using sustainable transport.” BETTER VALUE FARES SWITCH TO RAIL Our plans to raise the quality of travel Our partnership with VisitScotland across the country, offer better value will draw more visitors to the country fares, more seats for commuting from across the world and promote and business travel, and new training local businesses to tourists. We will opportunities for staff reflect this also seek every opportunity to open agenda. In addition, we will introduce up our stations to become commu- further initiatives which address nity assets. specific aspects of the Scottish Our plans for ScotRail will build Government’s Purpose. on the environmental credentials of our other franchises to create a lower Paul Tetlaw JOBSEEKERS WILL BENEFIT carbon business, for example by Board Member and Rail We will reach out to the business installing new technology to cut Campaigner, Transform community by providing new emissions at depots and stations. Scotland facilities for business travellers such Our improvements to train services, “In our response to the as on-demand office space at city stations and transport integration, franchise consultation we asked stations. Long-term unemployed along with new fares, will also for a number of improvements jobseekers will benefit from free rail persuade people who currently travel to the railway in Scotland, in travel to help them into work, and as by car to switch to rail, contributing particular better trains for the part of our commitment to the next to greener journeys across Scotland. intercity routes, pro-active promotion of the world renowned rural routes and support for Community Rail Partnerships. Abellio have delivered on all three of these key areas and we look forward Colin Borland to working with them in the Head of External Affairs (Scotland), future to further promote rail Federation of Small Businesses travel in Scotland.” “It is really encouraging that the new ScotRail franchisee wants to help Scotland’s small businesses compete for contracts on a level playing field. Plans to develop rail tourism should also benefit many small businesses and local economies, especially Ross Martin in our more rural areas – and free travel for Chief Executive, Scottish Council the long-term unemployed could make it for Development and Industry easier to recruit.” “Efficient transport links play a key role in modern economies. The faster journey times, additional capacity and improved access to stations that the new ScotRail franchise promises mean the railway can contribute significantly to a more prosperous Scotland.” SCOTRAIL SPECIAL - SPRING 2015 13

ScotRail and Network Rail: Working Together for the Passenger Dominic Booth Managing Director, Abellio UK As an input to the ScotRail franchise process Network Rail worked with Transport Scotland to promote ways of achieving much more effective collaboration with the new franchise holder, with specific proposals for alliancing. Dominic Booth and Phil Hufton explain how they are working towards this vision.

Throughout the bidding process, We also believe that working in an Abellio demonstrated a willingness Alliance will create an environment and a desire to work collaboratively for our people that is challenging, with Network Rail in an ‘Alliance’, engaging and, most importantly, Phil Hufton wand in April 2014 an agreement rewarding by removing the barriers Managing Director, was signed between both organisa- that prevent them from doing things Operations, Network Rail tions that outlined how we would quickly, efficiently and effectively. work together should Abellio be the An environment where skills will be successful bidder. easily exchanged between both organ- Under the agreement, Network isations, where we can work together Rail and Abellio will remain separate on our response to infrastructure companies but act as a joint team incidents or weather resilience, where led by a single management Board we can move closer in the manage- Quite simply we and headed by an Alliance Managing ment of our property assets and Director who will report to both where we have the flexibility to want a high Network Rail and Abellio. While review our access planning arrange- performing railway there is still much work to be done ments to be able to work efficiently to bring both organisations together, and with least passenger disruption. in Scotland that we anticipate that the alliance will come into operation during 2015. HOW WILL WE DO IT? delivers the best We will work to a common vision service possible WHY AN ALLIANCE? that puts safety above all else and Quite simply we want a high uses every opportunity to drive for all passengers performing railway in Scotland that efficiency. We’ll value good team and all operators delivers the best service possible working and constructive mutual for all passengers and all operators challenge to create an outward using the network using the network. We believe that focussed, professional Alliance a joint team, sharing a common that adds value and uses a balance vision and objectives, is the best of data, intuition and experience way to achieve this. It’s about putting to make effective decisions that aside divisions created by separate put the customer first. organisational priorities to deliver The work to achieve this has In the next edition of The Abellio to a common purpose and make already begun as we look at every Way Magazine you will learn more decisions that benefit all users of part of the railway’s operations in about this ‘Alliance’. the railway. Scotland. 14 THE ABELLIO WAY MAGAZINE Travel the Great Scenic Railways of Scotland Introducing refurbished scenic trains will further boost Scotland’s tourism industry and economy as a whole.

Tourism is the largest industry in Mike Cantlay is especially pleased terms of employment in Scotland, that Abellio is so enthusiastic about with more than 211,000 people the tourism benefits of the new Borders 1. Borders Railway: involved, and it contributes Railway which will open in September. Edinburgh to Tweedbank £11 billion a year to the economy. “It will be an excellent route both for 2. : “For a small country, it is who we commuters and for tourists in Edinburgh Inverness to and Wick are and what we do,” says Mike Cantlay, to visit this area of the 3. Glasgow-- Chair of VisitScotland. His team has which is interesting and, as yet, largely 4. Glasgow-Kilmarnock- been delighted by 2014, with overseas undiscovered by visitors to Scotland.” 5. Kyle Line: visitor numbers up by 12% in the first He also welcomes the plans to Lochalsh to Inverness nine months and the success of the introduce refurbished scenic trains by 6. : Commonwealth Games, the Ryder Cup December 2018 which will run services Glasgow to & Fort William/ and the 1,000 Homecoming events held on six routes. These trains will not only last year. feature larger windows and a special “We are keen to build on the momen- catering offer with local food and drink tum and interest created in Scotland in but also an Ambassador on board with diverse wildlife, great cities and history 2014 and look forward to Abellio helping extensive tourist knowledge of the route. whilst travelling in more comfort, and us do that throughout the rail network “These enhanced services across six enjoying our best local food and drink. – which has spectacular scenery on scenic railway routes in Scotland, will I have no doubt that this will help us pretty much every route,” he adds. present visitors with unspoilt landscapes, attract even more visitors.” SCOTRAIL SPECIAL - SPRING 2015 15

STIRLING CASTLE There’s more than ever to see and do at . Visit Stirling to experience the splendour, colour and craftsmanship, of Scotland’s Renaissance Kings and Queens.

GLENEAGLES GOLF COURSE Golf is the beating heart of Gleneagles. Whether it is for the stunning vistas the courses provide, or to tread in the footsteps of the legends of the game, there are so many reasons to play golf at Gleneagles.

FRINGE FESTIVAL The Edinburgh Fringe Festival is the largest and most exciting arts festival in the world. For three weeks every August it takes over Scotland’s capital city. Come and join the celebration!

RANNOCH MOOR Escape to the wilderness in Scotland: Moor. Wandering through the moor you will experience perfect harmony with nature. You may see curlew, grouse, roe deer and red deer.

WHISKY Visit Oban for a great food and drink experience. Take a dram at the small, but perfectly-formed Oban distillery, and after that head towards the waterfront with its wonderful seafood stalls and restaurants.

DUNNET HEAD LIGHTHOUSE Just over 12 miles east of Thurso is Dunnet Head lighthouse – the most northerly point of the British mainland. 16 THE ABELLIO WAY MAGAZINE

If public transport is to offer a genuine and attractive alternative to cars, it must provide a similar or better travel experience. This means we need to cater for our customers’ entire door-to-door journey, not simply travel between stations. New communication technology, alongside reviews of rail and bus timetables, means we have a real opportunity to get this right. Providing door-to-door transport services is in Abellio’s DNA. A seamless journey from door to door

TAILORED INFORMATION At large transport hubs, a range of People need good information on shops, catering outlets and areas fares and departure and arrival times for people to work mean passengers before and during their journeys. can make good use of their time. Real time information, particularly In addition, people travelling long on any delays and their impact, puts distances need good facilities for passengers in control and allows handling and storing luggage, and it is them to select the most convenient important that we ensure customers means of reaching their destination. feel safe – for example by improving We invest in online journey planners, CCTV coverage. mobile apps and customer informa- tion screens at stations. They provide up-to-the-minute information on how CONNECTIONS services are running, live departure Reliable and frequent services, well times, personalised travel alerts and informed staff and good quality infor- details on how to travel to and from mation help avoid anxieties caused by stations. long waiting times, missed connections and any delayed services. We develop TICKETING INTERCHANGE new timetables based on ‘transfer Tickets are valid on different High quality and attractive station protocols’ to provide convenient operators’ services and different facilities can address any concerns connections between trains and other modes of transport. Smart tickets customers have about changing modes of transport, and seek to work make it much easier to use public between public transport services with other operators to create the best transport and quicker to board buses during their journey. Clear signage, possible timetables for our passengers. and trains. Our fares and ticketing wifi, maps and information, both real- We equip station and train staff with systems are designed to make it easy time and printed, help passengers smartphones so they have up to date for passengers to understand what to travel easily. Stations should also details on connections to pass on to their journey costs, and provide offer convenient and secure cycle customers, and also make information flexible payment and travel choices. storage and quick, simple and safe available through a range of online access by bike and on foot. and offline sources. SCOTRAIL SPECIAL - SPRING 2015 17

Get on your bike!

Abellio will launch its Bike & Go station cycle hire scheme at 10 Scottish stations in the first two years of the franchise, with the first two stations going live before the summer of 2015. Kaj Mook, Customer Kaj Mook Services Director at Merseyrail, explains its importance. Customer Services Director, He was previously Director of OV-fiets, the successful Merseyrail station cycle hire scheme in the Netherlands.

Where does the idea come from? “It is important for us to recognise that train travel between stations is just one part of our customers’ journey. If we want to encourage more people to use trains, then we need to look at their complete door-to-door travel experience. Customer surveys consistently show that it is the journeys to and from the station where rail passengers are Where will Bike & Go be offered? least satisfied. So we started looking at how we could improve those journeys.” Abellio will launch (at least) 10 Bike & Go locations before the end of the second year When was it launched? “Bike & Go has been running in the Netherlands of the franchise. In Glasgow, Stirling for more than ten years, under the name OV-fiets. It has proved hugely popular and Edinburgh, Bike & Go will be and has been instrumental in persuading more people to use public transport available through new CyclePoints because the total door-to-door experience is better.” which will also provide secure cycle parking, cycle repair, Will it be as popular in Scotland? “Obviously the Netherlands is known cycle accessories and for its cycling, but we believe there is great potential in Scotland and the rest information for cyclists. of the UK. We launched Bike & Go at our three rail franchises in England in The remaining Bike & Go late 2013 and it is expanding rapidly. We support all efforts to develop locations will include other a cycling culture and build a better cycling infrastructure here.” city stations.

Why bikes? “Most people do not want to walk more than 10 minutes from Visit www.bikeandgo.co.uk for the train station. But by cycling, they can travel three times as far. So it opens details of how the system works. up a new option for making relatively short trips from the station. And people like the freedom and flexibility of bikes. With Bike & Go, they can pick up a bike within a minute of arriving at the station and be on their way. It is simple, cheap and, as an added benefit, it helps build fitness and is better for the environment.”

Is it aimed only at leisure travellers? “In the Netherlands, half of all OV-fiets trips are made for business or commuting journeys. Numerous companies, both large and small, have provided their employees with Keith Irving, a membership card so they can hire a bike. This option will also be Chief Executive, Cycling Scotland available to businesses in Scotland.” Cycling Scotland congratulates Abellio on their successful franchise bid. We were delighted to have Abellio at our national conference in November to give an overview of some of their exciting plans for improving cycling facilities and better integration of cycling and train travel. We look forward to working with Abellio on how public bike hire schemes like Bike & Go can increase the number of people cycling and using the train to get around. This will help us reach the Cycling Action Plan for Scotland’s shared vision that by 2020, 10% of journeys in Scotland will be by bike.” 18 THE ABELLIO WAY MAGAZINE

QUIETER EDINBURGH-GLASGOWSERVICES SMOOTHERRIDE

CAPACITYMONITORING

Abellio and Hitachi: Bringing New Trains to Scotland

Recognising that transport is an enabler for The programme has already seen the opening of the £25 million new-look sustainable social and economic growth, the Haymarket Station in Edinburgh in Scottish Government has committed to substantial 2013, and will also deliver a complete and comprehensive investment in its rail network. transformation of Glasgow’s Queen Street station over the coming years. The Edinburgh Glasgow Improvement Programme The specification of the new ScotRail (EGIP) is part of that plan, and will see investment franchise was designed carefully in Scotland’s railway infrastructure, rolling stock to complement the Government’s investment programme, and a and service provision, which will combine to provide major part of Abellio’s plans for the a significant boost to Scotland’s wealth and long franchise was brand new trains for term economic sustainability. Scotland. FASTER AND LONGER TRAINS Abellio and Hitachi are now working in close partnership to bring 70 new electric trains to Scotland during 2017/18. These AT200-trains will comprise 46 three-car trains and 24 four-car trains to operate along the Edinburgh-Glasgow and Stirling- Alloa-Dunblane lines and onto SCOTRAIL SPECIAL - SPRING 2015 19

The new trains will play an important role in delivering extensive benefits for Scottish rail users

WIFI ANDSOCKETS POWER INTER-GANGWAYSCONNECTION

Abellio and Hitachi: Bringing New Trains to Scotland

some south Glasgow suburban with the remaining 63 being built than that. For example, the new routes. A further 10 trains will be in Hitachi Rail Europe’s train trains will be more energy efficient, ordered if the ScotRail contract is manufacturing facility at Newton and innovations in design and extended to its full 10 year term Aycliffe, opening later in 2015. lightweight construction will reduce and there has been the growth the impact of services on important predicted. These faster, longer NEW TRAINS FOR infrastructure. trains will play an important role SCOTLAND Andy Barr, Hitachi Rail Europe’s in delivering extensive benefits for “This is an important deal for Chief Operating Officer, said: “We Scottish rail users and providing passengers and for Scotland,” says are delighted to be delivering these long term economic sustainability. Jeff Hoogesteger, Chief Executive trains in partnership with Abellio. The new AT200 train has been of Abellio. “New trains for Scotland This forms the start of a long-term designed to transform the regional were a key feature in Abellio’s offer partnership to boost passenger commuter travel experience. With to the Scottish Government, and the services in Scotland, and we will a top speed of 100 miles per hour, guarantee of 70 Hitachi AT200s be working closely with Abellio to each carriage is 23 metres in length, during 2017/18 will ensure that the ensure that services are kept to and features gangways between full benefits of the Edinburgh Glasgow a very high standard across this vehicles to make better use of the Improvement Programme are realised period. This is also the first contract passenger space and allow catering for passengers as quickly as possible.” for our recently launched AT200 to be provided along the full length These passenger benefits will commuter train. With the majority of the train on each journey. In order include faster journey times, greater of manufacturing taking place in to meet the delivery schedule, the capacity and higher service quality. our Newton Aycliffe factory, this is first seven trains will be built in However, the benefits of the another sign of our confidence in Hitachi’s Kasado factory in Japan, investment will spread much wider UK manufacturing.” 20 THE ABELLIO WAY MAGAZINE Full Steam Ahead!

The positive reaction from stake- From the earliest days of our bid ) with refurbished holders to the announcement that preparations over two years ago, trains with larger windows, table top there was no shortage of volunteers maps, printed guides on the routes, Abellio had been awarded the ScotRail from Abellio to tour the scenic more space for cycles and luggage. franchise was fantastic, and underlined railways of Scotland and prepare Other initiatives are the appointment to us just how passionately Scottish our plans for steam. For many of of Tourism Ambassadors on board people feel about their national our Dutch colleagues it was the first with expert knowledge on the route railway. However, we were taken by time they had seen real mountains. and special offering of Scottish food and drink. We will do this in partner- surprise that the biggest story on the WORLD CLASS TOURIST ship with Visit Scotland and the day wasn’t our plans for brand new DESTINATION Scottish Tourism Alliance. trains, but our plans to increase Over the first year of the new services using some of the oldest franchise we will bring steam services From the reactions we’ve seen so trains in the world – steam trains! to five routes. In the following years far, you are as excited as we are we will enhance scenic rail services about these plans! on these routes (except for the

FAR NORTH LINE: INVERNESS TO HIGHLAND MAIN LINE: STIRLING TO INVERNESS

GLASGOW & SOUTH WESTERN LINE: CARLISLE TO GLASGOW

BORDERS RAILWAY: EDINBURGH TO TWEEDBANK

WEST HIGHLAND LINE: GLASGOW TO FORT WILLIAM The Viaduct on the West Highland Line, overlooking the waters of

Sunset at Loch Shiel, 20 km west of Fort William. Looking out on the mountains in the north east Investing for this generation and the next

Scotland will benefit from a sizable CO2 reduction per passenger kilometre SCOTRAIL SPECIAL - SPRING 2015 23

Transport Scotland: Investing for the future

An interview with Transport Scotland’s Director of Rail, Aidan Grisewood. Aidan Grisewood Transport Scotland’s Director of Rail

Patronage on Scotland’s railway has example Phase Two of Aberdeen-Inverness offers real scope to enhance information increased over 35% in the past decade. Improvement Project, future phases of services for passengers. What explains this strong growth? Highland Main Line improvements and There has been unexpectedly strong growth investment between Aberdeen and the How would you describe the across the UK network, but particular Central Belt. We are already planning for importance of the Borders Railway? things have encouraged rail use in Scotland. that as well as prioritising next steps for It’s going to have a tremendous impact. I’d point to investment in infrastructure and electrification. It will grow the Edinburgh city region and new trains, improved punctuality and the make it a more attractive place to live and introduction of 200 additional services. It’s What message would you give work. For the Borders, it will act as a catalyst all put us in a better position to take a more passengers who experience some for businesses to set up in the area and for expansionist view of what rail can do in the disruption to their regular journeys tourism. There are many important social future. during infrastructure works like EGIP? aspects too. The scheme will transform To a degree, there will always be disruption public transport to and from Edinburgh, How does Transport Scotland plan during major projects. It is important for the taking half an hour off public transport trips to accommodate further growth in industry to work closely together to keep from places like Galashiels. The key is for us the years 2014-1019? that to a minimum, communicate early with and Abellio to work with local authorities, The scale of investment in infrastructure passengers so they can plan accordingly, Scottish Enterprise, local attractions and projects through the Edinburgh-Glasgow and work closely with bus operators and Visit Scotland to realise the full opportunity. Improvement Programme (EGIP) and Transport Scotland on alternative travel elsewhere on the network is really important. arrangements and contingency plans. It’s What have been your highlights What was encouraging about Abellio’s bid also important to let passengers know how as Director of Rail? was seeing this investment augmented by projects will benefit them in the future. Without doubt, the ScotRail and Caledonian commitments on new electric trains, High EGIP has already achieved a great deal Sleeper franchise awards. Working closely Speed Trains, an overall 23% increase in with little disruption – for example keeping with Ministers, Transport Scotland put carriages, and reduced journey times in Haymarket station open during extension huge effort into creating attractive franchise response to the challenge we set to works. For some of the planned works in the specifications and running the process. encourage more growth. There is a particular future that is going to prove more difficult. We were clear that the competitions were opportunity to make use of off-peak capacity. not simply about cost but how the franchises A lot can be done through marketing and What is your view of excellent can contribute to the Scottish Government’s working with attractions across Scotland customer service? overall Purpose in terms of wider social and to generate new journeys and benefit the Train service reliability is vital. But we are economic benefits. Seeing that the winning economy. There is also plenty of potential also seeing customer expectations rising bidders had understood what we were trying to encourage people to switch from car to in all industries. When people put their to achieve was really rewarding. It’s exciting rail, for example through attractive fares. hand in their pocket, they expect more to be moving into the delivery phase. Other than previously. There are opportunities highlights have been every visit to see Further ahead, what will be your key to provide more personalised services progress on the Borders Railway and getting challenges in the years 2019-2024? and Abellio’s door-to-door journey plans the opportunity to see the view from the top It will be about what we can do to facilitate fit well with this trend. It’s also about how of the Forth Bridge. further growth in passenger numbers and passengers are treated during disruption, freight and improve journey times – for not just when things run well. Social media 24 THE ABELLIO WAY MAGAZINE Bringing the Borders Railway

In September, special steam services will mark the to life reopening of the Borders Railway during a weekend of celebrations. They will be the first trains to run on the route connecting Edinburgh with and the Scottish Borders. From Summer 2015, the Borders Railway will provide rail services to the Scottish Borders and Midlothian for the first time EDINBURGH in over 40 years. The line will also be the longest WAVERLEY domestic railwaybuilt in Britain for over 100 years.

The Borders Railway provides the of new homes have been identified opportunity for our ScotRail franchise in the surrounding Borders area. to work with employers, the tourist Affordability policies will ensure local BRUNSTANE industry, housebuilders and bus people are not priced out of housing operators across the 30-mile route developments near to the stations. to show how new transport links can have a transformational impact on REDUCING CAR JOURNEYS communities and lifestyles. The new railway will provide The Scottish Government’s vision convenient travel to work for the for the Borders Railway is that it will many people who move to the area, ESKBANK be a driving force for job creation, as well as better journeys for the tourism and sustainable development 24,000 people who already commute in the region. Already there are plans from Midlothian and the Borders for new housing, business and leisure into Edinburgh. Transport Scotland hubs around the seven new stations forecasts that tens of thousands of on the line. peak car trips will switch to rail, STOW For example, Shawfair station, taking pressure off the roads and bordering the City of Edinburgh, improving air quality. In addition, will serve over 4,000 new homes and it will offer a relaxing, easy trip for GALASHIELS three new schools. Easy access from tourists drawn by the Borders the station to land earmarked for new scenery and attractions such as business premises will help attract the National Mining Museum at TWEEDBANK employment to the region. Elsewhere Newtongrange and Abbotsford on the line, Tweedbank industrial House, the home of Sir . estate will be redeveloped to become In one of his last acts as First a state of the art Central Borders Minister, symbolised Business Park, and sites for thousands the tourism potential of the

NEW STATION

TWEEDBANK TO EDINBURGH WAVERLEY IN UNDER AN HOUR TWEEDBANK

15 MINS SCOTRAIL SPECIAL - SPRING 2015 25

Borders Railway by announcing the as the greatest steam railway in intention to relocate the 160-piece Europe. A ‘taster’ steam service Great Tapestry of Scotland to will run from the opening of the Tweedbank. “I want to set a big line until October. We want regular target for the Borders,” Mr Salmond seasonal steam and charter trains said. “ attracts to become a permanent fixture. 1.4 million tourists each year. I see We also see great potential to no reason why the Borders’ tourist work with Transport Scotland and BORDERS RAILWAY potential shouldn’t take the number bus operators to provide high quality The reopening will be in September of journeys beyond the million frequent links to stations which mark going down the line.” integrate bus and rail travel. during a weekend of celebrations In the run up to the opening of PROSPEROUS the line, we will build excitement Our ScotRail franchise will have throughout the region with a range a significant part to play in delivering of marketing campaigns, and then the Scottish government’s vision to help to deliver a truly memorable create a more sustainable, prosperous weekend of launch events. “We will and enjoyable way of life in the area, bring every ounce of our expertise and not just through the quality of to the delivery of exceptional rail services we provide. For example, services that will exploit the full Abellio has plans to work with housing tourism and business potential of developers and local authorities to this iconic new line,” Abellio chief create convenient walking and cycling executive Jeff Hoogesteger said. routes from new housing and employ- Our ambition is to provide a railway INFRASTRUCTURE ment areas to our stations, drawing of which to communities along the The work is finished and it is on our experience from the line can be proud and make a real now driver training Netherlands. contribution to the government’s We will also become part of the vision for Midlothian and the tourism industry and ensure rail Scottish Borders. travel is seen as part of everyday life in the Borders. For example, we plan to hold promotional events in schools and colleges and work with estate agents, supermarkets and other local companies to promote the railway. Our Great Scenic Railways of Scotland campaign and scenic trains initiatives (see pages 14 and 20) will provide tourism Ambassadors on the route to assist and advise visitors, and lay the ground for us to work with communities along the line to ABBOTSFORD HOUSE promote attractions in their area. For tourists an easy trip to the home of Sir Walter Scott TOURIST ATTRACTION In addition, the railway will act as a tourist attraction in its own right due to the beauty of the journey and our plans to work with charter TWEEDBANK companies to offer seasonal steam Abellio will provide a railway trains. The Scottish government’s which the Borders community aim is for the line to be recognised will be proud of

NEWTONGRANGE Installing a footbridge TWEEDBANK TO EDINBURGH WAVERLEY IN UNDER AN HOUR WAVERLEY

30 MINS 45 MINS 26 THE ABELLIO WAY MAGAZINE

Scotland & the Netherlands Close ties woven

over the centuries ROTTERDAM

There is certainly nothing new about SHARING IDEAS THE DUTCH MACKAYS a strong relationship between the Many Scots, such as Sir Robert Centuries of links between the Scots and the Dutch. Merchants from Sibbald, studied in the Netherlands. Netherlands and Scotland have Having spent time in Leiden, Sir left an enduring mark. Many Scots the two countries developed close Robert put the knowledge he gained working in places like Veere and trading ties back in the Middle Ages, into practice in Edinburgh, basing his Rotterdam married Dutch women. creating a flourishing exchange of designs for the city’s famous Botanical Most of their descendants stayed in goods and ideas. Gardens on Dutch principles. Back the Netherlands. To this day, many in the Netherlands, Scottish diplomat Scottish names are listed in the Dutch William MacDowell helped to found telephone directory, a few examples the University of Groningen in 1614. being MacLean, Abercrombie and THRIVING TRADE This exchange of ideas has thrived Mackay. A Dutch company preparing to right up to the present day. Now operate trains in Scotland is the Abellio is hoping to win over Scotland latest in a long line of important with transport innovations, such as business partnerships between the Bike & Go, which have proved hugely two countries, dating back as far as popular for our parent company the fifteenth century. Scottish salmon, (Dutch wool and coal have long been sent Railways). across the North Sea to Dutch ports, with the ships taking a range of luxury products back to Scotland. The trading relationships have seen Dutch people make their home right along the east coast of Scotland, while ROBERT BURNS VEERE many Scots settled in Rotterdam and in Veere in the southern Dutch province of Zeeland. In fact, one BURNS NIGHT IN THE tenth of Veere’s population was SOUTHERN NETHERLANDS Scottish back in 1600. Burns Night is not just celebrated in Scotland; 25 January is also a special UNIVERSITY day in the Dutch city of Maastricht, OF GRONINGEN where the local Robert Burns Society honours the poet’s birthday every year. In 2009, the society celebrated the public vote which named Burns as ‘Greatest Scot of All Time’, ahead of William Wallace. The society’s members see Burns as a great poet and inspiration, and admire his com- mitment to people, nature and culture. The society also promotes Scottish culture, from literature and art to traditional dress, dance and music. Buskers are part of Glasgow’s music scene. Walk through the city and enjoy the sounds

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