1 Joint Stakeholder Performance Plan 2020/21 September 2020 2 3 Introduction Last year we successfully introduce the biggest timetable change in a generation. Two thirds of That means maintaining a strong grip on We know we work best when we work our services were changed. We introduced new Superfast services, we increased the frequency performance, driving down delays and with our customers and our partners. of trains and we brought in more early and late night services. cancellations so that our customers can If you have ideas, or concerns about rely on us for travel to work, school, for any service, we want to hear about business or to visit some of the very it. Please send your comments to We knew that timetable changes GWR, in common with other operators, many attractions and beautiful spots on [email protected] and elsewhere had led to significant entered an Emergency Measures our network. we will be happy to investigate. Matthew Golton, disruption. We were determined that Agreement with the Department for Managing Director, GWR would not happen for our customers. We Transport and a temporary reduced As promised, we have developed a joint If you would like more details on any, created a single, dedicated project team timetable was introduced so that we performance plan for the next 12 months, or all, of the plans do let us know, our and worked together on every detail of could keep services running for key and in this booklet, we set out some of contacts are on the back cover. the change. workers. the actions that we will deliver this year. We have also instituted a new Every Thank you for all your support this year. Our planning and preparation really paid At the time we write this, lockdown Second Counts joint project, looking at We don’t yet know how the future will off and the December 2019 timetable is easing, we are starting to get back individual routes and services that are be finally shaped by the pandemic, change was smooth and efficient. There to business and to build for the future. not performing well enough to develop but whatever the outcome, good were, and are, things that we need to Services are progressively returning tailored, targeted plans. We have used performance will remain the bedrock work on, but fundamentally the timetable to more normal levels and we are the time during the pandemic period to of our service for customers. worked and meant faster, more frequent working with the Government, with each carefully review long standing issues services and many more seats. other, and with you, our partners and Best Regards and devise solutions where we can. stakeholders, to make sure that we are As you will know, it was not long after the Mike Gallop, ready to support plans for regeneration We are confident that together these new timetable came into operation that and sustainable growth. plans will deliver the railway you need Route Director Western Covid-19 led to momentous changes for as we all start to rebuild. Network Rail us all. 4 5 Planned actions 2020/21 Fleet Traincrew We will: We will: • Bring our brand new Exeter Train Depot into use, which will • Review and improve driver and on board staff rosters and greatly improve our ability to maintain our West fleet (serving diagrams the South West, the West of England, South Wales and • Review with British Transport Police key disorder hotspots to Hampshire) reduce delays caused by disorderly conduct • Retire our oldest Class 143 services, replacing them with • Review how we manage delays caused by unreserved, or newer, more reliable stock poorly loaded cycles. We have seen a significant increase in • Through our supplier Hitachi, implement further software bikes on trains during the pandemic changes on our Intercity Express Trains, and implement • Refresher training for on board and Control staff on managing other reliability modifications ill passengers and our ambulance to train process. • Modify alternators on our Class 165 fleet, and complete improvements to our electric fleet of Class 387 services, both used in the London and Thames Valley • Update and refine our recovery and contingency plans for our branch lines in Devon and Cornwall • Renew door interlock relays on our Class 150 and Class 16x fleet used on our West fleet. Work in progress at GWR’s new Train Care Depot in Exeter 6 7 Stations and External Delays Performance Visualisation Fatalities We will: sessions • Improve support for customers with disabilities to help with boarding and These joint sessions focus on tangible Last winter there were more fatalities disembarking services activities to improve activities where on our railway than in the last ten years. • Implement a training plan to increase we have identified opportunities for Every incident is a tragedy and one our the number of contingency dispatchers improvement. They have been effectively railway family feels deeply. available at stations used to improve performance for Bristol Oxford and Reading and to help with We have been working with British • Implement the recommendations Transport Police and with The Samaritans of GWR’s “Every Second Counts” station-specific dwell times. These will continue and be developed. to do what we can to help prevent suicide. campaign, including removing trains This has included training for all our from Customer Information Screens at front line staff. This has given our teams large stations when there is under two the confidence to approach vulnerable minutes to board customers using the right approach to • Hold weekly reviews using a new help them. software tool to review right time If you have not seen it you can read starts from terminal stations and make For every life lost on the railway, another about it on samaritans.org/support-us/ recommendations for improvements six are saved by the intervention of rail campaign/small-talk-saves-lives/ staff, police or the public. • Set up joint working groups to review We believe that suicide is preventable, and delays caused by late loading of The Small Talk Save Lives campaign is we will continue to work with others to luggage/cycles in key locations. designed to give us all the confidence to ask save lives. We regularly review the actions the right questions and to help save lives. we are taking and will continue to do so. 8 9 Network Rail Wales and Western Upgrade Projects Working in Partnership – North Downs • Completion electrification through Severn Tunnel, along with significant Enterprise M3 Local Enterprise Dave Axam, EM3 chair, said: drainage improvements to improve Partnership has awarded £895,000 in services between South Wales and grant funding to Network Rail to facilitate “This funding will help both Network London Paddington. the North Downs Line Level Crossings Rail and Great Western Railway • Rebuilding Bristol East Junction outside Improvements project. This will see deliver a better service and additional Bristol Temple Meads will mean more several minor level crossings close, the capacity along the North Downs Line, services can run in the future, fewer installation of a footbridge at Shere Heath supporting the local economy along infrastructure faults and quicker to Bridleway and a stop light at East Shalford this key corridor linking the Blackwater maintain. • Improvements for branch lines including on the line between Reading and Gatwick. Valley and making it easier for people • Replacement of track and railway removing speed restrictions on to access job opportunities.” crossings between Cardiff Central Barnstaple line, speed improvements and Newport this Christmas. on St Ives branch line and track • On the approach to London Paddington, replacement on Marlow branch line. replacing old track circuits to modern • Swansea station platform 4 axle counters to improve reliability of reconstruction will allow GWR Intercity signalling and keep trains moving. Express Trains to use it to increase • Dawlish sea wall first section completed, service flexibility. with work to start shortly on second • Track renewals and junction replacements section so that passengers get to their across the region, including near Pilning, destinations whatever the weather. Exmouth and Westbury to improve resilience of the railway. 10 11 Planning We will: Mini-Companies – A New Approach • Review and embed lessons learnt from the successful December 19 timetable Dedicated Service Group teams We will: Contact coordinated by a GWR Performance • Implement tailored and targeted actions planning process Matthew Golton Manager and sponsored at GWR and • Extend closer collaboration with from individual service and route Managing Director, GWR Network Rail Executive level. Currently Network Rail’s System Operator by co- improvement plans. Our route specific three named “mini-companies” – The [email protected] locating more NR and GWR timetable plan on the North Downs route showed Bristol Suburban, North Downs, and the difference such initiatives can make planning colleagues Mike Gallop Severn & Solent Railway have been to performance • Improve planning to ensure trains are set up. Instilling a sense of pride, and Route Director Western Network Rail • Improve customer information systems in the correct orientation for the start of supporting the creation of dedicated [email protected] to correctly show the position of carriages service each day. strategies focused on tackling tactical through linking train and platform software and strategic challenges. • Review and improve coupling and If you have ideas or suggestions for uncoupling processes and technology improvements or want to highlight • Complete modelling of new Treno a particular service or route where software. performance needs addressing please email our Every Second Counts team. Thank you [email protected] 12 0820/13524 www.redrocket.co.uk 0820/13524.