The New Scotrail Franchise: Your Roadshow February – March 2015
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The new ScotRail franchise: your roadshow February – March 2015 Hosted by: members of the Abellio ScotRail mobilisation team 2 Welcome to the Abellio family! Abellio UK Abellio Germany Abellio The Netherlands Abellio Scandinavia 20,000 employees 1.7m passengers every day 2,786 train vehicles 1,487 buses 236 trams 3 What do we stand for? Our strategic foundations • the customer is king • we think from door-to-door • we work throughout Europe • we are cost conscious • we make the difference together • we care for our environment 4 What Transport Scotland want Their priorities for delivery: • improved connections across Scotland and internationally • better journey times, better reliability, quality and accessibility • increased safety, more innovation • continuously improving performance and organisation • low-carbon technology and infrastructure; reduced emissions 5 Why our bid won Together we’re going to be in the spotlight! • Dutch best practice and innovation • growing the off-peak by 72% • our community focus and growing local economies • the new trains • the way we work • national rail network experience from Holland – biennial rail summit 6 How we want to make a difference Ini%aves & The Abellio investments Leadership Way Journey Disrupon %mes and RTR Partnership Colleagues working A naonal railway that Economic Customers Scotland’s growth proud of 7 Our initiatives and investments Our stations: improving the customer experience • 10 staffed information desks • CCTV investment – coverage at all stations; more monitors; upgraded cameras • new and replacement TVMs • 2 new gatelines • intelligent queue monitoring • Major investments at Aberdeen, Inverness, Perth, Motherwell, Stirling • CIS coverage for all stations; multi-modal CIS at 30 stations • 11 ToGo kiosks and 21 Tickets Plus outlets • 3,500 extra cycle spaces • 3 Cyclepoints, 5 Cycleparks+ and 10 Bike ‘n’ Go facilities • waiting shelters at 41 more stations • Smart validators 8 Our initiatives and investments Customer service: tools and information to make it easier for customers and colleagues • Delay Repay • new website and mobile retailing • online assisted travel booking • new journey companion app • cash for compensation vouchers • more frequent NRPS, plus ICS • contingency planning app • new smart devices for colleagues • ‘eye witness’ reporting – security & faults • online customer panel • live crowding app 9 Our initiatives and investments Bad weather: a better experience when it hits us! • collective approach to planning with NR • refreshments for delayed passengers • at least 5 weather roadshows a year • Climate Change Adaptation strategy • contingency plans, emergency timetables etc for severe weather • a contingency plan app for smart devices 10 growing the off-peak market by 72% Our initiatives and investments Ticketing & marketing: attracting people off-peak and developing a Smart national railway • launch promotion • seasons on Smart • campaigns – Great Scenic Railways of Scotland; City Days Out • Club50 launch on Smart • new Advance £5 and £10 fares on Smart • Anytime and Off Peak singles and returns on Smart • Smart and Borders campaigns and new Scotland 2-for-1 offers • Smart migration: Under-25s, 18+ students, Highland Railcard • ticketless travel survey • ongoing development of Smart railway and fares • plans to addressing ticketless travel issues 11 Our initiatives and investments The train fleet: better for customers, better for colleagues • 24 new electric trains for Edinburgh to Glasgow programme – December 2017 (70 by March 2019) • fully refurbished, Wi-Fi-enabled HSTs for Intercity routes – December 2018 • 20% increase in vehicle numbers to meet future demand • increase preventative maintenance to improve availability from 89% to 94% • future depot changes – will be fully consulted with no compulsory redundancies • steam trains too! 12 Our initiatives and investments On-board: improving the customer experience • catering during disruption: • catering onto early, late • new catering equipment free hot and cold drinks and weekend services • new on-board magazine • new range of locally- sourced food 13 Our initiatives and investments Journeys: faster inter-city trips, more opportunities to travel • Glasgow and Inverness < 3 hours • extra summer Sunday service for Oban; and year-round early morning Saturday service • refurbished tourist ‘scenic trains’ (Class 158s) • more off-peak cycle capacity on trains 14 Our initiatives and investments Colleagues: sharing in our success, involved in the business • ‘gainshare’ to distribute profits as a bonus – to be consulted • learning and development − Inspire customer service training − diversity, equality and inclusion − soft skills training – supervisors & managers − SVQs • offer of lifestyle checks, ‘fitbands’ for all • offer of flu jabs for frontline • health and wellbeing trainers • eye witness reporting – security & faults • living wage for all, including contractors (over time) • co-located office at St Vincent St; training centre at Atrium Court 15 Our initiatives and investments Environment, sustainability and communities: a more positive impact • community rail team and ambassadors • 10 new CRPs – match funding • replace Station Community Regeneration Fund • energy use: an opportunity for all to get involved • 10 apprenticeships /year and graduate scheme • reduced fares for job seekers • back to work training – veterans and offenders traction • improved accessibility for disabled and PRM and non- traction • fair opportunities for SMEs to compete for contracts energy 16 Our initiatives and investments A deep alliance with Network Rail: one railway for Scotland Work in progress and subject to consultation: • joint senior management team to optimise performance of Scotland’s railways • joint tasks developed in collaboration • a Partnership Centre of Excellence; facility will be available to the wider industry too 17 Our initiatives and investments IT: enabling communication • email: − 1st April: scotrail.co.uk replace firstgroup.com ones − email accounts for most staff this summer • subject to consultation: − smartphones/tablets to access email and staff information − access to email, and personal elements of rostering and HR systems from work, smartphone and home (if desired) − progressive upgrade of IT equipment over 2-3 years − more open, but monitored, internet access − intranet access from anywhere 18 The new organisation structure Managing Director Commercial Client & Business Engineering Director Customer Sustainability & Finance Director Director Experience Director Communicaons Operaons Director Safety Assurance Transformaon Director Director Director Fleet maintenance Revenue Staons Control Financial planning development Business change & Train cleaning management Corporate Occupaonal safety Financial accoun%ng communicaons Resource planning projects Depot facili%es Revenue protec%on Customer service Operaonal safety Traincrew & on-train Human resources Informaon Services Marke%ng & sales standards Franchise contract Fleet commercial management Economic Contracts & contracts management Employee relaons Estates management Customer Passenger development procurement engagement Learning & Fleet performance Facili%es informaon Sustainability Payroll Stakeholder liaison development Fleet safety & management & Timetable Security & crime Audit & internal Centre of Excellence standards building services On-train catering development prevenon control Performance New management roles from Day 1 • Head of Economic Development • Head of Revenue Protection • Tourism Manager • Business Change & Projects Manager • Partnership Centre of Excellence Manager ………..…but a new alliance structure under development with Network Rail 19 Preparing for day one: 1st April Before Day 1 On Day 1 After Day 1 Role-specific briefings, • Day 1 newsletter and • Ongoing communication through First ScotRail welcome pack activity channels, e.g. • Name badge, tie/loupette, • Pay review discussions start • Delay Repay lanyards • Material rebranding continues • tickets and promotions • Launch activity • launch plans • Colleague opinion survey • uniform plans (interim) • Some rebranded materials Ongoing communications via current channels • email Q&A • Facebook • freephone helpline 20 Questions? See the latest Q&As on abellio.com/scotrail-employees, email us, or join our Facebook group 21 The current uniform concepts that we shared at the roadshows Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details Also note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details. Also 22 note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed. We’re looking to We’re looking at put 2 pockets not straight leg not one flared for ladies Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details. Also 23 note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed. Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details. Also 24 note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed. Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details. Also 25 note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed. 26 The new neckwear, name badges and tabards will be issued for day 1 via managers / uniform coordinators .