Govia Thameslink Railway

Annual stakeholder conference Wednesday 14 June 2017, etc. venues, Eastcheap, London Agenda

1000 - 1010 Introduction

1010 - 1025 Charles Horton, GTR Chief Executive Officer

1025 - 1055 Performance - Nick Brown GTR Chief Operating Officer & John Halsall, Network Rail Route Managing Director

1055 - 1115 Q&A 1

1115 - 1140 Coffee break

1140 - 1205 Fleet update with Q&A - Gerry McFadden GTR Engineering Director Thameslink readiness - Stuart Cheshire Passenger Services Director Thameslink/Great Northern & George 1205 - 1225 McInulty GTR Service Delivery Director 1225 - 1245 Group session

1245 - 1305 Q&A 2

1305 - 1400 Lunch Customer Experience Improvement, Kerri Ricketts, Head of Customer Experience & Angie Doll Passenger 1400 - 1425 Services Director Southern/Gatwick Express 1425 - 1430 Customer Experience & Transport Focus - Linda McCord Transport Focus 2018 timetable - Phil Hutchinson Head of Strategic Planning & Jane Cobb Timetable Consultation Project 1430 - 1450 Manager 1450 - 1505 Stakeholder Communications update - Gavin Bostock GTR Head of Public Affairs & CSR

1505 - 1530 Q&A 3

1530 - 1535 Final remarks and close

1535 - 1600 Market place stands GTR annual stakeholder conference Charles Horton, Chief Executive Officer Why franchise was set up Where we’ve progressed on the journey 2014 Franchise starts 2015 London Bridge blockade starts Three Bridges depot commissioned New C387s on TL & GX New BML timetable 2016 Start of C700s on TL Oyster extension to Gatwick Complete new fleet on GX

New concourse at London Bridge C387s on Great Northern 2017 Reinstate four track at London Bridge Completion of driver controlled operation on Southern Achievements Challenges Industrial Relations On board service Smart ticketing Next 12 months Our commitment Current operations and performance

Nick Brown - GTR Chief Operating Officer John Halsall - Route Managing Director, Network Rail South East

Complex and congested network

• Doubling of passenger journeys in last 16 years • Doubling of journeys on Southern network into Victoria and London Bridge in last 12 years • Plethora of flat junctions • Density of services through Croydon area greater than in any other part of UK • Train planning rules stretched by need to provide sufficient capacity

London Bridge works impact

Industrial action on Southern One Performance Problem – One Performance Plan

Incident Management & Service Recovery DPI Performance Improvement Plan All DPI for CP5 50 • Incident Management 45 Sub Threshold Performance Improvement Plan 40 • Service Recovery 35 30 25 DPI Network Management Performance Improvement Plan 20 15 Network Management Total Minutes for CP5 10 Weather/Seasonal 100,000 5 90,000 0 80,000 Asset Performance Improvement Plan • Seasonal Preparation 70,000 60,000 Asset Total Minutes - End of CP5 Period 70,000 50,000 Forecast (Period) Actual (Period) Forecast (MAA) Actual (MAA) 40,000

60,000 Minutes Total 30,000 50,000 20,000 ITEM ACTION EXPECTED BENEFIT WHO WHENSTATUS Incident Prevention 10,000 Installation of PODs as part of wider Pit Stop Maintenance 40,000 11,500 minutes delay reduction estimated per period (1.0 1 Programme covering 12 key locations. (Initial pilot at Balcombe AMc 19/04/2017 0 DPI equivalent) STATUS n ITEM Tunnel JunctionACTION and Windmill Bridge Junction) EXPECTED BENEFIT WHO WHEN 30,000 Installation of initial Platform End Panels, to be rolled out acrossDevelop 24 analytics 3,500 tominutes infer coarse delay reduction"attribution" estimated (both per periodAndrew (0.2 • Infrastructure reliability Minutes Delay 1 No2 attribution to root cause within sub-threshold data 08/05/2017AMc 26/04/2017n 20,000 of the top 30 critical locations historic and present)DPI equivalent) to sub-threshold causes Kennedy n Period 10,000 Unit swaps at termini stations impactTarget sub-threshold delay but to Forecastwhat Quantify the delay4,000 impactminutes of Actualdelay planned reduction and unplanned estimated per periodAndrew (0.25 • Fleet reliability 2 3 Development of Service Recovery guidelines at KICC AMc 01/06/2017 n extent has not been defined (based on Arcadis Recommendation) unit swaps atDPI termini equivalent) (start at Victoria) Kennedy 02/05/2017 n 0 Development of Service Recovery Guidelines in partnership with 5,000 minutes delay reduction estimated per period (0.35 STATUS ITEM Rostering4 decisionsACTION at termini stations causes additional delay EXPECTED BENEFIT WHO WHEN AMc 01/06/2017 • Prevention of external incidents GTR. - currently being displayed via big screen at TBROC DPI equivalent) Andrew n 3 during turnarounds but the contribution to Sub-Threshold is1050 unknown minutes Quantify delay reduction the impact/risk estimated to performance per period of rostering 02/05/2017 n Simplify Railway: Trial and implement a modified Simplified Train Kennedy (based on Arcadis Recommendation) Jasmin Sen 1 (aspirational) 12,000 minutes delay reduction estimated per10/04/2017 period (1.1 C Regulating PolicyMultiple5 mid-journeyDeployment crew changes of additional can contributeS&T Resource to sub-threshold at critical locations AMc 30/06/2017 n Period Quantify the impact/riskDPI equivalent) to performance of mid- Andrew 4 delay but the amount and locations is unclear (based on Arcadis700 minutes delay reduction estimated per period 15/05/2017 Valuestream the attribution processTarget with GTR to create a moreForecast journey crewActual changes Kennedy n 2 (aspirational) Jasmin Sen 01/05/2017 efficient processRecommendation) that delivers same day attribution n Work with GTRNoise and inSE movements to implement data co-located makes it teamsdifficult to distinguish 1100Sub- minutesDevelop delay reduction multiple estimated metrics to permeasure period subthreshold Andrew ITEM 5 ACTION EXPECTED BENEFIT WHO WHEN STATUS 15/05/2017 3 Start a daily attributionThreshold conference delay on small call thatsections delivers or stations same day (aspirational)delay, to aid understanding of the effect of noiseJasmin Sen 31/05/2017Kennedy n n Thameslink to provide furtherattribution training for London Bridge distribution 40 minutes delay reduction estimated per period Martin 1 team to operate and maintain AC/DC Interface Equipment at 30/03/2017 Undertake a review of the application of the attribution(aspirational) process 600 minutes delay reduction estimated per Sigristperiod C Ludgate Cellars4 - investigate the attribution of primary delay cause (aspirational) Jasmin Sen 30/06/2017 n Review to identify if locations- review of Linereactionary side store delay and attribution welfare processpods 400 minutes delay reduction estimated per period John 2 31/03/2017 required Undertake detailed analysis of univestigated and(aspirational) unexplained delays 1200 minutes delay reduction estimated perBurrows period C 5 - delay alerts versus attributor workload to assist with resourcing (aspirational) Jasmin Sen 30/06/2017 n 300 minutes delay reduction estimated per period Tom 3 Complete support to Ops- identify programme location hotspots 31/03/2017 (aspirational) McNamee C Tom Agree and purchase a minimum equipment requirement for 600 minutes delay reduction estimated per period 4 McNamee 08/05/2017 Reponse Vans across the Route by E&P sub-discipline (aspirational) n Bob

Enhanced testing & fault finding on the 387 Track Circuits in the 0- 200 minutes delay reduction estimated per period Bob 5 30/09/2017 8m area by the additional IP Signalling Installation team (aspirational) 1 Coulson n 6 Joint Performance Plan

Joint Performance Plan

Temporary Speed Restrictions: New approach History:- • End of January 2017, 68 TSR’s Route Wide • 2,905 mins delay per/day • 19 TSR’s caused 70% of delay • 16/17 KPI “target” of 46 by achieved end of March 2017 New Focus:- • Identify performance impact as the primary reason for action (speed and time) • Sophisticated prioritisation is being developed by NR and is being piloted by the SE Route. • Top 5 delay affecting TSRs monitored via the South East Route L2 Scorecard • Sustained Network Rail funding

Temporary Speed Restrictions: Results

• South East Route: March 2017 - 1,600 minutes per/day saved • 14 TSR’s have been removed ‘bulk of impact’ • Sussex 12 TSR’s (4 passenger affecting) • Causing more than 520 delay minutes per/day

• Sussex by end of May 2017:- • 12 speeds (2 passenger affecting) • 2 passenger affecting are for Yapton LC • More than 350 minutes per/day saved (68% Reduction)

Driver recruitment

• Across GTR, we are undertaking the UK’s largest ever recruitment and training exercise for drivers. • On Southern, 172 drivers have passed their training since January 2015. 122 Southern drivers in training. • On Thameslink, 99 have passed their training in same period. 157 in training. • On Great Northern, 152 have passed their training in same period. 72 in training. • January recruitment drive on Southern saw an overwhelming level of interest.

Network Rail Improvement Fund

• £300m funding confirmed for NR to boost resilience of infrastructure on GTR routes. – £200m London - South Coast – £100m main routes north of London • Work will include: • replacing tracks and signalling and renewing key junctions; • improving security by the railway; • improving drainage in old tunnels; • shoring up cuttings and embankments. • Anticipated reduction in delay minutes of up to 15%

Increased engineering access

• More access on Brighton Main Line enabled by removal of overnight services • More time for preventative maintenance on the busiest part of network • Doing more routine work overnight work enables more productive use of longer blockades • Services retained on busiest nights (Friday, Saturday) • Bus service introduced between Clapham and East Croydon

Asset Performance

Incident Count MAA Improvements (14/15 P13 – 17/18 P02) GTR Operations structure

Greater central focus on operational delivery Addressing current challenges

Working with Gradual Siemens to improvement, improve Class ongoing 700 reliability

Higher levels of Continuing talks reliability, fewer with unions train crew cancellations

Reviewing Upcoming timetables consultation

External Working with incidents Samaritans How we collaborate • Joint Service Incident Management & Recovery framework Containment • Introduction of joint performance targeting Service plan declaration • One station team collaboration Service plan review • Joint focus on delivering in the peak Return to full timetable • NR SE preparation for 2018 HOT debrief/STAR Chamber • Reducing temporary speed restrictions

Next Steps – What we still need to do together

• Continued focus on reducing infrastructure incidents • Improving response times to reported incidents and failures • Closer collaboration of GTR and NR frontline teams • Development on one controlling mind on SE/LNE & Anglia routes • £300m Alliance Board fund to ensure key areas are targeted

Time for a coffee break Govia Thameslink Railway (GTR)

Stakeholder Forum – Fleet Update

Gerry McFadden, Engineering Director

Story of the last 12 months …..

Class 442 5-car EMU removed from service and replaced with modern Class 387/2 EMU • New Gatwick Express Fleet – 27 x 4-car Class 387/2 units • Removal of Class 442 units from operation • Wi-Fi fitment on Gatwick Express units • Increased reliability and performance

CLASS 313/2 REFURBISHMENT CLASS 377 REFURBISHMENT • Combined 15 year B7 and C62 overhauls carried out on 182 trains (700 vehicles), from Spring 2017 through to Summer 2021

• Overhaul is carried out in-house at Repair Shop facility at Selhurst Depot

• Initially each train took 3 weeks to complete, now reduced to 2 weeks. From October each overhaul should be completed in 1 week CLASS 377 REFURBISHMENT

CLASS 377 REFURBISHMENT

CLASS 171

Plan: • Hire, refurbish and reform 4 x 3 car ex Scotrail class 170 sets • Improve their underlying reliability • Create a uniform larger class 171 fleet • Increase services to 10 car operation to Uckfield

CLASS 171 SCOTRAIL REBUILD

CLASS 171 SCOTRAIL REBUILD CLASS 171 REBUILD – FINISHED PRODUCT CLASS 171 ISSUES

• The underlying condition of the sets was challenging • Oldest Turbostar sets in the UK • Underlying reliability has been poor and has affected the wider Turbostar fleet

CLASS 171 Additional units in service providing extra capacity in the peaks: • AM – providing 2 x 10-car services • PM – providing 2 x 10 car services CLASS 171

Next steps: • Improvements to engine control – modify the train • Introduction of new fuel filters • Huge increased focus on Engine repair and Engine overhaul • Introduction of Remote Vehicle Monitoring • New 10 car fuel point at Selhurst

Class 455 Refurbishment from February 2018 ….

CLASS 700 INTRODUCTION

• 30 sets in service • Withdrawal of Class 319 • Withdrawal of Class 377 • By early Autumn all Thameslink services will be Class 700

CLASS 700 INTRODUCTION CLASS 700 INTRODUCTION Automatic train operation (ATO)

European Train Control System (ETCS), needed to enable: • 20 trains per hour in Core; then finally • 24 trains per hour in Core ETCS L2 Systems Overview

WITHDRAWAL OF THE CLASS 317 FLEET WITHDRAWAL OF THE CLASS 321 FLEET INTRODUCTION OF CLASS 387/1 FLEET (Wi-Fi enabled from late summer)

REFURBISHMENT OF THE CLASS 365 FLEET

As part of the 365 C6 overhaul all vehicles have undergone external and internal modifications

Modifications for passengers with reduced mobility such as: • New disabled Toilet (UAT) • New first class tables • Larger space for wheel chair access REFURBISHMENT OF THE CLASS 365 FLEET INTRODUCTION OF CLASS 700 FLEET

• Depots at Three Bridges and Hornsey built and operational • ETCS testing in the Core underway • Passengers services planned for late 2017, early 2018

Next Year…

INTRODUCTION OF CLASS 717 FLEET

New build Siemens Class 717 fleet • Construction of first unit underway • First unit expected to be completed in October 2017 • Unit then used for test programme • First Unit delivered to UK in Q2 2018 • First Unit in service Q4 2018 CLASS 717 FIRST BODY SHELL IN BUILD CLASS 717 FIRST CAB FABRICATION Delivering the Thameslink Programme

George McInulty Service Delivery Director and 2018 Readiness Lead ‘Thameslink’ Programme: Why?

Faster journeys Cambridge to Gatwick Airport direct (20% faster than today) Metro, headway style operation through the centre of London More frequent at the busiest times of day

Four new timetables for the GTR network redesigned from a More reliable blank sheet; easier to control; untangled and more reliable infrastructure More spacious trains Each 12 car 700 is the equivalent of 21 double-decker buses; new Gatwick Express trains delivered

Better interchanges More than 140 stations will benefit from direct access to St Pancras, Farringdon, City TL and Blackfriars

Better communication and New signalling systems that communicate directly to the information Control centre; real-time information screens on trains

68 Key focus areas of the TL programme

2018 operations re-defines the Core as the heart of UK rail operations; with impacts much further reaching than its geography.

Expanded TL network moving from 4 New train-crew depots servicing ‘extremities’ to 12 redesigned service groups

50% uplift in service for twice as long in 50% reduction in Core dwell times the peak

Redesigned service groups Many new technologies – being introduced as a whole system for the first time in 2018: • Trains • Signalling, Control and regulation 4 different traction types through the • Decision making Core to 1 type of intelligent data train • Information flow

Connection of two GTR routes / In total 148 stations directly served from brands central London Thameslink network today Expanded Thameslink network

http://dropzone.og2.co.uk/z RGGoaAAzz Thameslink will give customers a ‘metro style’ Every 3-4 mins service through the Every 7-8 mins London core

Every 2-3 mins

Every 7-8 mins Every 3-4 mins When introducing new services & trains….

• Reliability is key at every stage • Take baby steps • Simplify and segregate timetables • People get it – Every Second Counts • Test off-site • Practice it, train it and shadow run it • No heroics Transforming the Northern line High High Edgware Barnet Edgware Barnet • Theory over practice • Simplify and segregate • Practice, train, shadow-run Camden Town Camden Town

20 20 20 21

Kennington Kennington

30 28

Morden Morden How we get there • Lots of change for staff: new ways of working, new challenge • Lots of change for passengers: new ways of using the network…when Crossrail arrives, it changes how London (especially North East, East and South East moves) • Structured internal portfolio of work spanning all areas of the business: operations, engineering, control, safety, stations • Continued collaboration and partnership working with industry colleagues as part of structured industry-wide programme • Working with Transport for London & Network Rail to understand how customers are likely to make the best of this fantastic new rail network

How are we OVERNIGHT Alignment of all managing the inputs to ensure a railway.. right time start

STOCK SERVICE CONTROL BALANCE RIGHT TIME RAILWAY RIGHT TIME Casualty & START Maintenance Zero: zero Management KEY MILESTONE 1 KEY MILESTONE 4 D

Post peak review adjust Pre peak review adjust

PM PEAK AM PEAK KEY MILESTONE Inter peak KEY MILESTONE 3 corrective 2 action for pm peak right time start Transforming Passenger Services – 2018 readiness

Stuart Cheshire Passenger Services Director – Thameslink & Great Northern Station dwell time management

Number of process and procedures to be reviewed: –Crowd management –Station evacuation –Ill passengers –Passcom activations –Staffing levels Disabled passenger process

• Platform humps in the core to be installed to improve accessibility

• Process outside the core to review to protect train performance • Specific solutions to be developed due to infrastructure constraints at some stations

Customer information • Passenger information system in class 700 • Use of all functionalities with possibility of sending live information to trains • New customer information system in the core • Directional signage and way finding to be reviewed

High capacity infrastructure

• Class 700 interior layout: optimisation of passenger flows

• Introduction of Automatic Train Operation in December 2018 • Review of train dispatch • New station asset management • Station improvements

Customer education and culture change • Development of communication strategy to explain new timetable but also to make customers aware of dwell time constraints. • Strong train performance culture: Every second counts • Customer service training (one step ahead programme) to make staff more proactive.

Farringdon • Governance in place between GTR, Crossrail and LU to achieve transformation change. • Review of processes and working practices • 120 trains per hour through Farringdon • Communication between all parties • One team approach • Share of good practices.

‘Thameslink’ Programme

Faster journeys Cambridge to Gatwick Airport direct (20% faster than today) Metro, headway style operation through the centre of London More frequent at the busiest times of day

Better interchanges More than 140 stations will benefit from direct access to St Pancras, Farringdon, City TL and Blackfriars

Better communication and New signalling systems that communicate directly to the information Control centre; real-time information screens on trains

84 Interactive session

• To deliver increased service reliability while running the higher frequency Thameslink timetable, we will need to manage dwell times carefully and proactively. We have multiple plans in place to address this internally and with industry colleagues, however our passenger will play a key part… – What do you believe are the best ways to engage passengers to influence their behaviours so we can achieve short dwell times?

• 10 minutes to discuss

Time for lunch Customer Experience Improvements

Kerri Rickets, Head of Customer Experience & Angie Doll, Passenger Services Director – Southern & Gatwick Express Customer Experience Focus on : Always making it easier for our customers Customer Service Contacts including Delay repay compensation

Awareness  98%

Ease of claiming  78%  Auto notification (coming)

Speed of decision  4 working days (20 SLA)

Speed & flexibility of receipt  6 options, including pay pal  Within 14 working days

Compensation for journey delays of 15 minutes or more launched

Delay repay compensation

Awareness • Use of multi platform communication methods including, posters announcements at stations and on trains, emails, tweets and press.

• Introduction of customer service toolkit including delay repay hand out cards

• Home page button on website - to delay repay

• Additional Southern strike compensation for season ticket holders Southern Season Ticket Compensation Scheme

• Closed on 30 April • Phase 1 - we contacted over 39,000 customers - a total of £7.9m approved • Phase 2 – 26,400 manual claims processed - a total of over £5.6m • Over 58,000 claims approved, total sum over £13.5m

92 Our People make the biggest difference Investing in accessibility and customer service training for 3000 customer- facing team members, including managers:

Customer service and practical tools to help our staff and leaders to make it easier for our customers, across face-to-face training and modular e- learning

Our People make the biggest difference Investing in accessibility and customer service training for 3000 customer- facing team members, including managers: Our people make the biggest difference Our On Board Staff Our people make the biggest difference Our On Board Staff • Fully rolled out the new On Board Supervisor role from January 2017 on Southern and Gatwick Express • Creation of new assisted travel team and support desk at control for Southern • Passenger hosts also introduced to provide on board customer support on Great Northern and ThamesLink • More people with more flexibility on our services to assist customers with new handhelds to help provide access Significant increase in praise over the last 3 months More visible

Better information Personal service & support

Our people make the biggest difference Our On Board Staff

We are currently on the 10:56 from Bognor Regis going to Hi just want to say how pleased I was London Victoria. Just want to say how nice the train yesterday with your on board Warden is, he is giving out little bits of info about the areas supervisor, her service was brilliant we are stopping at and I can hear him asking how people's but not just to my self who was days are, chatting to kids and everyone. I had my head boarding with a wheelchair down dozing and he checked to make sure I wasn't unwell. passenger but with others as well, I'd Just thought that making an effort with passengers is really like her to be told how good her work lovely and should be recognised. was. I felt like I was in a hotel. Her mannerism and attitude stood out

I just wanted to praise the efforts of 'Robin' on the 16.59 from London Bridge to Horsham. He managed to successfully catch at least 8 passengers who were illegally sitting in First Class. Even in the face of abuse he did an extremely professional job. He is a credit to your company

Wanted to share with you what a great Please could you pass on a compliment to the OBS ambassador for your brand Rachel, the on- on the late running 0819 RDH to VIC train? He was board supervisor, is. Rachel is bubbly, very helpful and informative and in a few instances service-minded, engaged, knowledgeable and got smiles and giggles out of passengers with his simply professional to the fingertips. Her updates. announcements were clear and upbeat, too. Our people make the biggest difference Modernising the station experience

Station Host trials are on-going until the end of July at the following locations:

City Cricklewood Enfield Chase Thameslink Sandy Battersea Queens Road Peckham Chichester Winchmore Mill Hill (end of June) Hill Broadway

New trials begin at Winchmore Hill, Mill Hill Broadway & Chichester We continue to work with and receive feedback from staff, trade union reps and our customers.

98 Investing in getting the basics right

Our investment and focus on QuEST has directly improved customer satisfaction, with marked improvement in NRPS scores in the following areas: • Upkeep and repair of stations – Up 2% for GTR, with ThamesLink improved by 8% • Overall station environment – Up 3% for GTR, with ThamesLink improved by 9% • Facilities and services at stations – Up 3% for GTR, with Southern improved by 5% Investing in getting the basics right Our people make the biggest difference Putting our customers in control Timely, accurate & helpful information to our frontline teams and customers, especially in disruption

Before you travel • Improved messaging from the control centres giving more “what to do” information to our teams and on the websites/apps for customers

• New websites for Gatwick, Thameslink and Great Northern, telling you what is happening in real time

• On Track app for all brands

Putting our customers in control Timely, accurate & helpful information to our frontline teams and customers, especially in disruption

During your journey - at the station • New Information screens at various ThamesLink and Southern stations

• New Customer Information System (CIS) on its way for Southern from December 2017

• Roving Microphones at more stations

• Focus on more targeted customer information to stations from control

Putting our customers in control Timely, accurate & helpful information to our frontline teams and customers, especially in disruption

During your journey - on the train • Improved announcements on board the trains especially during disruption

• Real Time Passenger Information from our control to the majority of our fleet

• Targeted and relevant information – e.g. promotion of Southern season ticket compensation scheme

• Twitter team in control providing on the journey travel assistance We listen

We understand

We act We listen, we understand, we act

Brand Customer Satisfaction Panels

Voice of Customer reporting ‘Spotlight on’ Customer Passenger & Visualisation Partnerships Groups Always GTR Quality Audits Customer making it ‘Incident’ (QuEST) & Satisfaction Stakeholders easier for Reviews Mystery shops Executive our customers Customer Frontline Feedback Feedback GTR Targeted Early alerts action Fleet and Control Centre Customer Satisfaction Panels We listen, we understand, we act

Customer partnerships We listen

The voice of our customer is central to our business We Helping us to prioritise action, shape projects & decisions understand In partnership with our customers, through; We act • Customer Cabinets • Passenger Panels • Access Advisory Panels • You vote • Local stakeholder meetings

We listen, we understand, we act

Customer partnerships We listen

Some examples of how are customer partnerships have helped We to shape customer improvements: understand  Testing planned online ticket improvements We act

 Judging and supporting the QuEST for success awards

 Testing our new Gatwick Express App

 New Staff innovation initiatives

 Shaping new accessibility customer support materials

 Providing feedback and ideas on compensation communications We listen, we understand, we act

Customer feedback We listen

The voice of our customer is central to our business We understand Helping us to take early action on emerging issues & have targeted improvement plans We act Ensuring we understand and act on customer feedback, for example; . Complaints . Social media . Customer satisfaction surveys . Accessibility mystery shopping . Meet the Manager

We listen, we understand & we act Targeted action – Ticket Vending Machines

Customer feedback, frontline feedback, QuEST and internal data highlights that TVM functionality and reliability needs to improve Key benefits of new TVMs includes contactless, Android and Apple Pay to speed up purchasing process Working group established, with an executive sponsor Replacement rollout program currently paused to work with supplier and address issues Focus on 30%: • Supported by twice daily reporting with targeted actions • 10-15% improvement in daily availability of TVMs • Over 90% reliability across the new fleet TVMS We listen, we understand, we act Targeted action – Team Victoria

• Customer led improvement programme, in collaboration with Network Rail, investing in physical improvements and information enablers and creating a single team at Victoria • Customer satisfaction (NRPS), complaints and QuEST highlighted key customer priorities. • Key themes: • Customer Information • Accessibility • Station way-finding • Seating

Customer Experience Focus on : Always making it easier for our customers • In addition to continuous improvement programmes, targeted work continues; • Investing in our people – training and practical tools,

including driver announcements We listen • Delay Repay auto notification for customers on the key

We • Southern website re-launch & CIS upgrade understand • ‘How well we deal with delays’ improvement programme,

in partnership with Transport Focus and our Customer We act Cabinets • Customer awareness campaign – information sources to help you before, during and after your journey

Customer Experience Focus on : Always making it easier for our customers In addition to continuous improvement programmes, targeted work continues;

Investing in our stations; We listen • Hadley Wood – step free access entrance created following a

request from a local MP and rail user group We understand • Leatherhead – Booking hall remodelled to help ease passenger flow and a new customer waiting room created • Downham Market – major renovation with support from the We act Railway Heritage Executive

Linda McCord

Working with GTR using passenger insight

Passenger insight • Passenger Panel Surveys – Passenger Information during disruption – Southern enhanced compensation

• Deep Dive into Great Northern service

• Used NRPS to prioritise focus on Victoria

• Gathered passenger emotion during London Bridge disruption using a new app – Confirmed the importance of performance

During disruption information sources and confidence using these

Wanted to learn if passengers checked before arriving at departure station and how source this information

• Passengers tend to use at-station sources of information to find out about delays and disruption. Third party apps and websites are most often used compared with train operating company alternatives. • As well as being the most often used, departure screens at the station and ad hoc / live staff announcements are the most trusted sources of information about delay and disruption. • On the last occasion that they were delayed, less than one in ten found out before they arrived at departure station

Southern enhanced compensation

– High levels of awareness

– Majority of passengers found process easy and claimed

– However identified need to push information even more during final weeks of scheme

Great Northern deep dive • Performance

• Train cleanliness

• Kings Cross

• Ticketing

Victoria Station • NRPS identified decline in satisfaction

• Accessibility

• Way finding

• Ticket buying

Tracking passenger emotion

• Passengers filled out a diary app over a period indicating how they were feeling during their journey

• Confirmed the importance of punctuality

• A mixed bag of emotions – not just a group of grumpy passengers!

18th March “It was late and I just wanted to get home, it's 23rd March 16th March been a long week!” “Train on time “It was on time, and I got a “ and Easter seat. Plus we are half way weekend through the week!” 15th March coming up!” “ “It was delayed, not sure why as “ when I checked my app th 9 March everything was running to time!” “On time, had a seat today. Busy - possibly due to rain?” 19th February 3rd March “Train service “Train was cancelled” was cancelled” “ 17th February (AM) “No delays, 28th February managed to get a “Empty train, on time and off away seat - quiet for three days.” journey”

26th February START th “It was 7 minutes late, 17 February (PM) “Couple of mins late, I was no explanation why. Bad start to a Friday!” running late though so this rd 23 February played to my advantage. “On time, not too Horrible weather tonight!” busy.” 12

0 Punctuality is a key determinant of emotion

How journey punctuality impacts emotion % all journeys

On time/early 57%

Delayed up to 5 25% mins

Delayed by 6-29 16% mins

Delayed by 30+ 2% mins / cancelled

Q7. How punctual was your train in reaching your destination this journey? Base = 12392 weekday logs 121 Network Rail and GTR Alliance

• Really focused on performance and working in partnership to improve reliability and punctuality

• Starting to have a real impact

GTR 2018 timetable update

Phil Hutchinson – Head of Strategic Planning Jane Cobb – Project Manager 2018 Timetable Consultation

Agenda

• GTR vision for 2018 and beyond • Consultation – Phase 1 results • Consultation Phase 2 • Q&A GTR vision for 2018 and beyond • At the request of the DfT Govia presented extensive proposals to revise the 2018 Thameslink network in December 2015 to address specific industry concerns • Our proposals represent our firm vision and strategy for meeting outputs of the Government sponsored Thameslink Programme delivering significant passenger benefits • Our proposals are based on addressing passenger demand and current weaknesses in the operation • Timetable consultation is an important step within this process and: • Has given stakeholders and passengers ‘sight and say’ into tangible plans to improve our service upon completion of the Thameslink Programme and how we are going to do it • Has been phased in a way that passengers can comment on the proposed structure early in the process so that our proposals can be dynamically altered as issues arise and before timetable is set • Dedicated teams established with extensive experience of designing and operating train services over complex and intensive networks • Determination to succeed and leave a lasting legacy Thameslink – the heart of UK rail . New routes: 12 service groups, linking four regional zones . All day timetable structure with standard calling patterns for the vast majority . High Peak service of 24tph from December 2018 . one train every 2.5 mins . Timetabled dwell of one minute at every core station . New technology: . Automatic Train Operation, ERTMS . New class 700 fixed formation trains . no other trains will be timetabled for Thameslink services . Multiple new interchange points . Farringdon will become a central ‘hub’ for easy access to Crossrail . St Pancras for national and international services . Over 300 Timetable Planning Rule changes throughout the GTR network . Assessment of Infrastructure capability (junction margins, signal headways) . Running time amendments (train point to point) . Station calling times reviewed to match changes in demand . Thameslink at the heart of the UK rail network . Redesigned Southern and Great Northern services Consultation Demographics Consultation in numbers . 5845 responses to our survey site (94% from individual passengers) . Excellent response to the consultation with very strong constructive comments . Some comments and views affected by situation affecting performance on our networks however only 6 responses rejected due to unacceptable language . The GTR Strategic Planning team have hosted 18 meet the manager and roadshow events across the network with approximately 2500 leaflets distributed at stations sometimes in very difficult circumstances.

. We have met and attended 40 user group and council meetings to discuss proposals

. A number of petitions received including:

– 2726 e-mails from Catford loop stations (supporting)

– 3493 signatures from Hadley Wood (against)

– 882 signatures from Grange Park (against)

. Responses received from 88% of GTR served stations

. Combined total of 12,946 people have had a say in this process Phase one consultation – first heard about it . A range of methods were used to create awareness of our consultation. Extensive press coverage was given throughout including radio interviews. . Posters were displayed at every GTR served station throughout the campaign. 21% first heard about it through this method.

. Station announcements were made at regular intervals inviting passengers to have their say. 9% first heard from this method.

. We e-mailed all registered GTR and Southeastern stakeholders, 8% first heard from this method.

. We have a number of active Rail User Groups throughout our Franchise, 9% heard about the consultation from their rail user group

. Word of mouth was the most heard about method at 31%

. The consultation was prominently displayed on our websites (including Southeastern) 5,404 answered this question throughout also

Consultation Question Results Results indicator The following slides contain raw data showing results with some initial analysis of specific comments and themes raised. Further work will be undertaken over the next few weeks to assess any underlying trends beyond the final results.

RAG Range Comment

No overall majority. Comments raised will need to be understood and Split vote or potential changes to plan required. Potential further localised Grey choice stakeholder engagement required to overcome concerns. question This also applies to choice questions Proposal as consulted is not supported. Any changes would require Red 0% – 44% changes to timetable structure to address the issues raised. Proposal as consulted is neither fully supported or rejected and requires further work. An understanding of the underlying trend is also Amber 45% - 55% required. Potential further localised stakeholder engagement required to overcome concerns. Proposal as consulted is supported and timetable changes should be implemented. There would be no fundamental changes to timetable Green 56% - 100% structure developed so far although care needed to ensure any proposition does not override any proposals not supported where such a service does not exist currently. Expanded and ‘remapped’ Thameslink network – review

Proposition / Question Result Support question: Increased off-peak train service for Elstree 1,628 responses Q15. Do you support the proposed frequency increase for Thameslink services at Luton, Luton Airport Parkway, Harpenden, St Albans City, Radlett, Elstree & Borehamwood, Mill Hill Broadway and West Hampstead Thameslink with the introduction of a new semi fast service?  Yes 76% (1,245)  No 24% (383) Support question: New Thameslink service to Medway Towns 1,217 responses Q16. Do you support the proposal for Thameslink services on the North Kent line serving Greenwich, Abbey Wood, Dartford and Medway Towns?  Yes 63% (768)  No 37% (449) Support question: Increased Thameslink service via Catford and new 1,385 responses (also service to Orpington 2872 petition in support of Q17. proposals) Do you support the proposed increase in frequency of Thameslink services on the Catford Loop line?  Yes 72% support (991)  No 28% against (394) Expanded and ‘remapped’ Thameslink network – proposals

Proposition / Question Result Support question: New Thameslink service to Maidstone East via London 1,199 responses Bridge Q18. Do you support the proposal for Thameslink Maidstone East services to operate via London Bridge instead of Elephant & Castle restoring train services previously withdrawn in 2009?  Yes 71% (851)  No 29% (348) Support question: Caterham and Tattenham Corner routes to remain part 1,174 responses of Southern Metro Q19. On balance do you support the retention of Caterham and Tattenham Corner services as part of Southern South London Metro?  Yes 79% (929)  No 21% (245) Southern Mainline proposals (1)

Proposition / Question Result Support question: Sunday services on Mainline West 741 responses Q34 Do you support proposals to change Sunday services between London Victoria and the West Coastway, to enable faster journeys between London, Chichester and Portsmouth similar to weekdays?  Yes 78% (581)  No 22% (160) Choice question: Cooksbridge and Plumpton off peak calls 796 responses Q35  Do you support retaining the current hourly service at Plumpton? 56% (447)  Do you support reducing the current hourly service at Plumpton to 44% (349) two hourly to enable a two hourly service at Cooksbridge on Monday to Fridays, Saturdays and Sundays? Support question: Improved journey times for Mainline East peak trains 799 responses Q36 Please provide feedback on this proposal to improve the overall journey times between London, Eastbourne, Bexhill and Hastings.  I support this proposal 70% (559)  I don’t support this proposal 30% (240) Choice question: Peak train services between London and Seaford 668 responses Q37. In relation to trains between Lewes and Seaford, which option do you prefer?  Regular peak service between Brighton and Seaford with direct London to 40% (264) Seaford trains discontinued.  Continuation of direct London to Seaford peak trains with a gap of one hour 60% (404) between Brighton and Seaford Southern Mainline proposals (3)

Proposition / Question Result Support question: Options for train services between Hastings and Ore 560 responses Q38 Do you support the proposal to operate Southern Mainline services between London Victoria and Hastings only? If this proposal is supported these services would be replaced by an alternative Southeastern. train from London Charing Cross which would be extended to and from Ore.  Yes 60% (337)  No 40% (223) Redhill / Reigate / Tonbridge area proposals (1)

Proposition / Question Result Support question: Proposals for Redhill 580 responses Q39 Do you support the proposals for Redhill?  Yes 52% (300)  No 48% (280) Support question: Proposals for Merstham and Coulsdon South 442 responses Q40 Do you support the proposals for Merstham and Coulsdon South?  Yes 63% (280)  No 37% (162) Support question: Proposals for Horley, Salfords and Earlswood 484 responses Q41 Do you support the proposals for Horley, Salfords and Earlswood.  Yes 48% (232)  No 52% (252) Support question: Proposals for Purley 398 responses Q42 Do you support the proposals for Purley?  Yes 59% (235)  No 41% (163) Redhill / Reigate / Tonbridge area proposals (2)

Proposition / Question Result Choice question: Reigate 562 responses Q44 Which option do you support?  Regular shuttle (up to six trains per hour when combined with Great 60% (338) Western Railway) connecting with regular Thameslink and Southern trains to and from London.  Direct peak services to London Victoria at half hourly intervals joining with 40% (224) other carriages at Redhill (passengers for London Bridge would be required to change at Redhill or East Croydon). Choice question: Evening and Sunday services serving Redhill, 493 responses Tonbridge and Reigate Q47 Which option do you support?  Revising evening and Sunday services to be consistent with the proposed 68% (337) Monday to Saturday daytime frequency which would include direct trains between London Victoria, Reigate and Tonbridge  Retain the current evening and Sunday train frequency with direct trains to 32% (156) Bognor Regis (evenings and Sundays) and Brighton on Sundays Only. Trains to Reigate and Tonbridge would be provided as shuttle trains starting from and terminating at Redhill. Coastway East proposals

Proposition / Question Result Support question: Proposals for increased train services between 300 responses Brighton and Lewes Q49 Do you support this proposal?  Yes 61% (182)  No 39% (118) Support question: Proposals affecting trains services between Brighton 242 responses and Seaford Q50 Do you support this proposal?  Yes 61% (147)  No 39% (95) Support question: Proposals for faster journeys between Brighton, 254 responses Lewes, Eastbourne, Hastings and Ore Q51 Do you support this proposal?  Yes 54% (138)  No 46% (116) Brighton to Ashford International proposals

Proposition / Question Result

Choice question: Proposals to address significant Of which: crowding issues on trains between Brighton and Ashford International Q52 510 responses Which option do you support?  Operate longer electric trains between Brighton and 49% (176) Eastbourne with connections to and from a two carriage Support split train: diesel train between Eastbourne and Ashford International. 71% (362)  Operate longer electric trains between Brighton and 51% (186) Hastings with connections to and from a two carriage diesel train between Hastings and Ashford International.

 Continue to operate through trains between Brighton and Ashford International with the understanding that current capacity issues on the route are unlikely to be addressed Retain through train: in the short and medium term. 29% (148) South London Metro Proposals (1)

Proposition / Question Result Support question: Proposals for new all day train service between Epsom 578 responses and London Bridge and improved frequency between London Victoria and Epsom Downs with subsequent changes to Streatham Hill to Sutton trains Q54 We propose to introduce a new all day direct train service between Epsom, Sutton, West Croydon and London Bridge, increase the train frequency between Sutton and Epsom Downs (from 1tph to 2tph) and continue four trains per hour between Sutton, West Croydon, Norbury and London Victoria. To enable this we will need to remove the current direct train services between Sutton, West Croydon, Crystal Palace and Streatham Hill to enable these improvements. Do you support this?  Yes 52% (298)  No 48% (280) Support question: Proposals to reduce daytime frequency between 515 responses Victoria and Selhurst Q55 Do you support the proposal to improve overall performance of the network by reducing the number of Monday to Friday and Saturday daytime trains between London Victoria and Selhurst via Norbury from 6tph (every 10 minutes) to 4tph (every 15 minutes)?  Yes 56% (286)  No 44% (229) South London Metro Proposals (2) Proposition / Question Result Support question: Proposals for new all day train service between Epsom 613 responses and London Bridge and improved frequency between London Victoria and Epsom Downs with subsequent changes to Streatham Hill to Sutton trains Q58 Are you in favour of Monday to Friday and Saturday daytime train services between Streatham Hill, Crystal Palace and Norwood Junction serving East Croydon, Purley and Cousldon Town instead of West Croydon?  Yes 61% (376)  No 39% (237) South London Metro Proposals (3)

Proposition / Question Result Support question: Proposals for faster trains between Caterham and 767 responses London Bridge Q59 Are you in favour of introducing a faster all day service between Caterham and London Bridge instead of a stopping service via Sydenham?  Yes 38% (293)  No 62% (474) Support question: Proposals for faster trains between Caterham and 716 responses London Bridge Q60 Do you support the diversion of stopping trains between New Cross Gate and Norwood Junction via Sydenham from East Croydon to West Croydon?  Yes 26% (183)  No 74% (533) Support question: Proposals for faster trains between Caterham and 607 responses London Bridge Q61 Do you support the diversion of stopping trains between London Bridge and Selhurst via Peckham Rye, Tulse Hill and Norbury from West Croydon to East Croydon, Purley and Caterham instead?  Yes 41% (251)  No 59% (356) West London Line Proposition / Question Result Choice question: Proposals affecting peak West London Line services at 544 responses East Croydon Q63 Which proposal do you support?  Extend services to or from Purely or Coulsdon Town 40% (221)  No longer operate beyond Selhurst 6% (31)  The proposed change does not affect me 54% (292) Great Northern Mainline Proposals Proposition / Question Result Support question: Proposals for Great Northern Mainline enhancements 918 responses Q76 Do you support the proposed frequency improvements throughout the Great Northern Mainline routes?  Yes 62% (572)  No 38% (346) Support question: Proposed changes to train destinations 973 responses Q77 Do you support the proposed changes which will see Knebworth, Welwyn North, Welwyn Garden City, Hatfield and Potters Bar served by half hourly trains to and from Cambridge instead of hourly trains to both Cambridge and Peterborough?  Yes 53% (513)  No 47% (460) Great Northern Metro Proposals Proposition / Question Result Support question: Proposals for Great Northern Metro enhancements 876 responses Q78 Do you support the proposed frequency improvements throughout the Great Northern Metro routes and proposed changes to some calling patterns?  Yes 47% (414)  No 53% (462)

Great Northern Metro – Peak services to Harringay and Hornsey

Proposition / Question Result Support question: Proposed changes to train destinations Q79 916 responses These proposals would remove the direct service between the Welwyn Garden City route and Harringay and Hornsey during Monday to Friday peak times only. Passengers wishing to travel between Welwyn Garden City and Harringay or Hornsey during peak times would be required to change trains at Alexandra Palace for frequent connecting trains. How often do you travel from stations between Welwyn Garden City and Harringay and Hornsey?  Never 73% (666)  Daily 8% (74)  Weekly 3% (31)  Monthly 4% (37)  Couple of times per year 12% (108)

Q80 467 responses In relation to Q79, how inconvenienced would you be if a change of train was required?  Not at all 62% (467)  Slightly 15% (116)  Significantly 23% (177) Consultation – phase 2

Consultation – phase 2 Objectives • Ensure coverage and participation across 95% of GTR network (and Southeastern stations affected) • Ensure stakeholders have enough time to review proposals and opportunity to ask questions • Get buy in from the majority of stakeholders and passengers by revisiting stakeholders we met in phase 1 • Date delayed to after the general election (late June). End date 27 July

Consultation learning from phase 1 • “I wasn’t aware of the consultation” in addition to posters, tweets, emails, leafleting 3.1 million leaflets round 50 stations Business cards at London terminals

Consultation learning from phase 1 • “Too complicated, too much detail” simple to use journey planner showing now and 2018 • “Need a timetable to comment” journey planner! • “Too many questions” Less than 20 questions

Questions?

Communications update

Gavin Bostock (Head of Public Affairs and CSR) Stakeholder Survey – key themes

• Recognition of scale of challenge we have taken on and the key role of industry partners

• Need to do more to communicate and enable understanding of the nature of challenge

• Clear desire for us to focus on the basics – service delivery, capacity, management of disruption

Stakeholder Survey – comms/engagement

• Regular emails and newsletters appreciated

• Performance improvement – varied levels of understanding

• Desire for more face-to-face communication

• Station partnerships and CRPs understood – less familiarity with Prince’s Trust, Corporate Charities and Go-Learn Engineering work communications

thameslinkrailway.com/engineering-signup

greatnorthernrail.com/engineering-signup

southernrailway.com/engineering-signup

157 Charities Week

158 Go-Learn

159 Prince’s Trust

160

Market place stands