A view from above Blackfriars station.

Govia Railway News, views and information for our customers September 2018

gatwickexpress.com 0345 850 1530 @GatwickExpress

greatnorthernrail.com 0345 026 4700 @GNRailUK

southernrailway.com 0345 127 2920 @SouthernRailUK

thameslinkrailway.com 0345 026 4700 @TLRailUK STEADY IMPROVEMENTS

We publish connections twice a year to keep you on track with our progress and future plans. Find it on our websites or in print at larger stations or customer services. All information is correct at time of going to print. CEO INTRO CONTENTS

On the cover: Staff and volunteers at Lewes station

PATRICK SAYS Our new CEO on his first two 3 months with the business PATRICK WE WILL RESTORE TRUST 4 Stuart Cheshire, Passenger Services Director says... for Thameslink and Great Northern says the service will recover passenger trust

e spoke to GTR’s faced in spring/summer. He said: lessons learned since May. Find new Chief Executive “We must continue to make it out more about this on pages 4 WOfficer, Patrick a key priority to deliver for our and 12. 11 Verwer to get his thoughts about customers, day in day out, so they Patrick wants to build upon MEET ROSE his first two months in the job. can plan their journeys and lives.” what has already been delivered, HELPING STAFF TO Patrick spent a lot of time out We spoke about the steady to transform the railway in the Rose Hewett on her HELP CUSTOMERS and about on the network meeting improvements to services since face of continued growth in 6 roving role to raise Angie Doll, Passenger Services Director for colleagues in his first eight weeks. July. Patrick believes that “rigorous passenger numbers. Looking frontline standards When we asked him what his early planning and tight programme forward he said he’ll “spend time Southern and says helping impressions were, he said: management are essential to improving the company’s culture customers is top priority “We have great people in GTR. provide a reliable service, and and constantly challenging the way They are extremely dedicated and getting people to work and we do things to improve customer TIMETABLE 15 it is clear that we all care a great home on time”. His teams and service.” He concluded by saying: What we are doing to fix things STAFF deal about delivering excellent Network Rail are putting in place “I want us to be much bolder and 12 after the May disruption SUPPORT customer service.” initiatives to address some of the not afraid to do things differently.” How we’re As well as talking to colleagues, 13 FLEET investing to help Patrick met with passengers at frontline teams the Meet the Manager session New trains and improvements he attended at London Victoria station in August. Reflecting on his conversations, he said: “We have COMPENSATION FOR MORE CUSTOMERS a huge responsibility as customers GTR has expanded an industry compensation in any week, Monday to Sunday, in the period 20 use our services to organise their scheme to include non-season ticket holders who May to 28 July. lives. That is why we have to travelled regularly in the eight weeks following A dedicated GTR team is managing the scheme, put the customer at the heart of May’s timetable change. taking customer calls and handling claims and everything we do.” It follows July’s announcement of compensation enquiries. Of course, he is acutely aware for qualifying Thameslink and Great Northern season The industry compensation is offered in addition of the recent difficulties, and ticket holders most affected. to Delay Repay and enhanced compensation. appreciates that many passengers Qualifying non-season ticket holders are those For more information and to check your eligibility invest a great deal of trust in who made a minimum of three days’ return travel visit: https://railcompensation.thameslinkrailway.com/ the railway. On this, he wants to apologise for the challenges

2 _Autumn 2018 Autumn 2018_ 3 PSD UPDATE PSD UPDATE WE WILL RESTORE AND REBUILD PASSENGERS’ TRUST IN US Stuart Cheshire, Passenger Services Director for Thameslink and Great Northern, says a united approach will deliver the service promised to passengers after an unprecedented period of disruption. lot has happened since the last will reinstate the full Monday – Friday edition of connections. In particular, timetable initially expected in May. By Asince the introduction of the July December we’ll run over 3,600 services timetable we have seen performance on both a day compared with 3,200 before 20 May. Thameslink and Great Northern significantly (For more information, see page 12) RAIL AND improve. I want to take a moment to offer a personal apology for the disruption you felt, CUSTOMER FACING TEAMS THE COMMUNITY following the May timetable change. From drivers and station managers to Community partnerships up and down the As an industry, we are working together to passenger hosts and customer service staff, network help volunteer groups to make make sure it never happens again, learning our customer facing teams dealt with difficult the most of their local stations. our lessons about what went wrong. The ORR situations in May 2018. On a daily basis, they Stuart said: “A new partnership inquiry published this autumn will help us felt the anxiety our passengers were feeling. with a prison will see prisoners make do that and to fully recover the service that On behalf of my team, I want to say a supporting our colleagues and passengers planters for our stations as part of their passengers deserve and expect. huge ‘thank you’ to them for handling an more in the coming months. rehabilitation. In return, I will visit the We’re currently running over 200 more unprecedented level of disruption. I am prison with our HR director once a month services every day than prior to 20 May. incredibly proud and grateful for the work IMPROVEMENTS TO to help prisoners with their rehabilitation More peak services were introduced they did during those weeks and they have INFRASTRUCTURE back into society. in September. my sympathy for what they went through. Network Rail is carrying out a £95 million “Many of our community partnerships A further timetable change in December My leadership team will now focus on package of improvements to accelerate the are long established. They continue to do recovery of the service, in particular on the great things all over the network, even and Midland Main Line. during the recent disruption, which is Since last June, track and rail replacement fantastic.” work has improved reliability. Delays caused by track defects have fallen by 34%. I’d like to offer a Upgrades and installation of new lineside massive apology for fencing, due to be completed in December, the disruption felt have contributed to a 62% reduction in by passengers. delay minutes. The introduction of new features like remote condition monitoring will help Network Rail predict failures before they happen. They are clearing more vegetation than usual for the autumn period and making a range of improvements at stations, including installing new lighting. All these improvements will help support a more The Class 700 running on Thameslink and Great Northern routes robust, reliable service. was recently named Train of the Year at the Rail Awards 2018.

4 _Autumn 2018 Autumn 2018_ 5 PSD UPDATE PSD UPDATE

CHRIS FOWLER, HEAD OF ON-BOARD ANDY LEISTER, Recruitment: We’ve been hiring constantly over the last year and HEAD OF STATIONS, HELPING STAFF TO now have more people on trains than we have ever had before. SOUTHERN Eastbourne station now HELP CUSTOMERS Training: The training that staff receive has also been improved. has a new entrance to the We are really seeing the benefits, with a record number of stations. A new ticket office Angie Doll, Passenger Service Director for Southern and Gatwick Express, customer compliments for on-board staff. is underway there and at says we know how important it is to be able to help our customers. Tulse Hill. On-board Co-ordinator: We have introduced a new On-board A number of schemes to CELEBRATING OUR Co-Ordinator role within Control. This team makes sure that on- make improvements such as TRAINEE DRIVERS board staff are in the right places and aware of any customers with waiting rooms at toilets at Our new drivers now have a assistance needs who have booked on to their train. some of smaller stations are graduation ceremony when they planned by the spring of 2019. complete their class room training. The first ceremony took place for Our employee and timetable Right time 22 drivers in June. champions have been invaluable in We have worked on We felt it was important that helping frontline staff understand improving our train dispatch we celebrate with their family more clearly how they can do processes to help ensure members on completing such a their job better within the new right-time departures from significant phase in their training timetable. Despite the tough time our stations. At some to recognise their achievement. they experienced in the early stations, such as Redhill Unless you have been through the weeks of the new timetable, many and East Croydon, we have training programme you don’t staff have told me that they think it introduced additional realise the amount of personal is better operationally. dispatch staff to reduce the commitment needed to make it We are rolling out online training, time trains are stood still. to this stage. their peers was the best way. mile to make sure all their fellow new phones and apps to staff to Fourteen staff, from stations, on- colleagues understood why, provide them with the right skills continue to flourish up and down EMPOWERING STAFF board and driver roles, volunteered what and how the changes to and equipment to be as helpful as our network. From school children Quicker tickets When faced with the challenge to become timetable champions. the timetable would affect them possible to our customers. to senior citizens, volunteer groups We’ve moved the ticket of informing over 3,000 staff The champions were fully and their customers. This often continue to show great pride and vending machines at London the details of the timetable empowered to create their own meant meeting at 3am in the COMMUNITY PRIDE commitment to their stations, Victoria into one place and changes, our staff told us that campaign. They really embraced morning when they were booking IN THE RAILWAY for example, at Lewes (pictured provided more staff on the face-to-face communications from the challenge and went the extra on/off shift. Our community rail partnerships above/left). concourse.

STEPHEN MACCALLAUGH, HEAD OF GATWICK EXPRESS March 2019, will not only improve App update: We’ve made our At Gatwick station we have Three Bridges to Brighton Blockade information for customers but also GX app easier to use and more recently opened an additional works (more information on page help to spread passengers on busy reliable. Customers can now exit on platform 7 to help ease 8), supported by Gatwick Airport. platforms. download e-tickets into the significant congestion. To have these in now will have great smart wallet, encouraging Steady growth has been a benefit to the station operation, On board: We introduced OBS them to purchase tickets before major contributor to significant performance and our customers. mentors to help our on-board they travel. congestion at the station, both teams in areas such as product on platforms and in the main Better information: New knowledge, announcements and Ticket Vending Machines: We’ve concourse. We anticipate more than customer information screens will customer service. upgraded all 18 TVMs at Gatwick 19.5 million customer journeys be introduced at Gatwick station and four machines at Victoria. through the station this year. on platforms, similar to those Social media: We’re now using Two more TVMs have been added The project has been funded used in our major central London Facebook Messenger to help at Gatwick to reduce queues and through Network Rail to assist the stations. The screens, due before resolve queries from customers. congestion at the station.

6 _Autumn 2018 Autumn 2018_ 7 INFRASTRUCTURE INFRASTRUCTURE TUNNELS VISION A comprehensive programme of essential Network Rail engineering work will ensure long-term reliability on the busy Brighton Main Line. pgrades to Victorian-era tunnels, track, power and points will improve punctuality and reliability on the southern end of the UBrighton Main Line. The essential work has been carefully planned to minimise overall Sign up to disruption to passengers. The line carries around 300,000 passengers each day between the Sussex coast, Gatwick Airport and London. free alerts at: Improvements began in September and will continue until next May. BrightonMainLine.co.uk There will be no trains between Three Bridges and Brighton or Three Bridges and Lewes during 15 weekends and a nine-day period of line closure in February. The works are part of a £300 million government funded programme to boost reliability and punctuality on major lines in the south east, including the expanded Thameslink network. Robert Cogger, Communications Manager (Brighton Main Line Improvement), said: “This work will improve one of the busiest, but oldest, sections of the line. It is intended as one major fix now that will prevent significant disruption in the longer term. “If you can avoid travelling, especially at peak times over the nine day RAILWAY closure, please do so. For those who need to travel, we’re working hard to put the right plans in place, including robust replacement bus services, additional car parking and highly visible staff to assist at stations.” UPGRADE PLAN As part of its Railway Upgrade Plan, Network Rail will be carrying out planned BRIGHTON MAIN LINE major engineering works over the Christmas and New Year period. IMPROVEMENT: QUICK LOOK When? Over 15 weekends (Sept 2018 - May 2019) plus a 9-day closure in Feb 2019 What? Improving drainage / stemming leaks in 4 SOUTHERN AND THAMESLINK SERVICES GREAT NORTHERN Victorian tunnels (Balcombe, Haywards Heath, Clayton GATWICK EXPRESS Engineering works in the Kentish SERVICES and Patcham) Major junction remodelling Town areas means amended No major engineering works Replacements / upgrades to third rail power supply, works including the renewal of services will run on 23, 24, 27 planned, but an amended signalling, tracks and points key points and signals between December - 1 January service. timetable will be in place between Why? For long-term reliability on a section of the network London Victoria and Clapham No services on 25 & 26 December. 23 December - 1 January, with no responsible for most delays to Southern and Thameslink Junction means that: services on 25 & 26 December. services • Replacement buses will run On scheduled work days: between Victoria and Clapham • Southern, Gatwick Express and Thameslink services will Junction between 22 December - all be affected 1 January. • Buses will run from Three Bridges to Brighton and Three • There will be some other Bridges to Lewes amendments to Southern services • Trains to London from Brighton and Hove diverted via • There will be no Gatwick Express Littlehampton services from 22 December - For more information please use • No direct trains to London from Lewes or Eastbourne 1 January. www.nationalrail.co.uk • No services on 25 & 26 December.

8 _Autumn 2018 Autumn 2018_ 9 CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT A DAY IN THE MEET THE LIFE… MANAGER ROSE HEWETT Our latest Meet The Manager Rose is one of GTR’s team of QuEST auditors, working closely with our station and event at London Victoria train teams across our network to drive the standard we know you expect. on 16th August gave around 30 senior managers WHAT’S YOUR DAILY DO PASSENGERS NOTICE WHAT IS QUEST AND HOW the opportunity to hear ROUTINE LIKE? WHAT YOU DO? DOES IT BENEFIT OUR passengers’ views on our I spend most of my time out I chat to passengers all the time CUSTOMERS? service first-hand. and about at stations. We audit and they regularly ask me what QuEST, which is short for Quality These events are a beneficial different areas at different times; I’m doing. When I explain, they Experience of Stations and Trains opportunity to speak to I usually work on the Brighton always react positively. QuEST is is an independent set of tools that our customers face to face. Main Line and Sussex. I cover another invaluable way for us to define industry standards on good Questions range from personal large stations like East Croydon keep the customer at the heart of practice and drive continuous timetable enquiries to staff and Haywards Heath, to stations what we do. improvement. QuEST is a praise. manned by one person. In the comprehensive internal measure morning I might be in Uckfield HOW DO YOU KEEP YOUR of our performance, covering and in the afternoon in Reigate. STANDARDS IMPROVING? every aspect of trains and stations. I decide where I go, as long as I Our team meets regularly to share Alone with National Passengers cover a certain number of stations best practice and achievements. Survey results, QuEST scores More dates in 2018: in each four-week reporting On our consistency days, we swap determine whether or not we period. No two days are the same. one another’s areas to ensure we’re achieve the standards set by the October St Pancras 11th We look at litter, lights, and staff scoring in the same way. Department for Transport. 8th November London Bridge uniform; whether the ticket office 6th December Victoria is open when it should be and much more. I also meet regularly with station and area managers on REAL-TIME INFO, QuEST and NRPS progress. SOCIAL MEDIA: ROUND THE CLOCK ARE THERE ANY STANDOUT UPS AND We know you crave real-time information QUEST SUCCESS STORIES? DOWNS 23,000+ and fast answers to time-critical East Croydon station recently social mentions on questions; our social media team achieved three consecutive is providing just that. periods of zero fails, which is When I explain to 31 May, our busiest ever The team has an ever- absolutely fantastic and earned passengers what I‘m day on social media. increasing number of followers them a GTR excellence award doing, they always and average mentions each nomination. react positively. year. In around a year, Haywards Based in Control, the team is at Heath has gone from a relatively Since 15 July the heart of the day-to-day operation. poor performing station to one • A significant drop to around They get information direct from the Control now achieving zero fails almost 4,000 mentions per day team and play a vital role to inform Control if every month. • More positive, less negative. they spot a live trend or incident unfolding. In the age of the smartphone, the social media team is the most accessible part of the company, on hand 24/7 and available anytime anywhere.

10 _Autumn 2018 AutumnApril 2018_ 11 TIMETABLE FLEET THE 2018 TIMETABLE FLEET GAINS The latest improvements to our trains AND BEYOND… class 717 trains We answer some essential questions following the service disruption in May. WILL BENEFIT Why did the May Timetable introduction not go to PASSENGERS plan for Great Northern New trains ON GN & Thameslink? Undergoing A timetable change is hugely due later SERVICES complex. The new timetable was designed to deliver more capacity IN/OUT OF operational and journey opportunities. While MOORGATE planning began many months this autumn testing before implementation, the industry delay in approval A LONG-AWAITED INCREASE IN CAPACITY from Network Rail, which affected many The team focused Class 377 refurbishment parts of the country, on delivering introduced on strengthen services between: meant that GTR the 15 July, St Albans – Sutton, Cambridge – peak trains, where Over was left with less capacity is most and following King’s Cross and Welwyn Garden ON 182 TRAINS (700 VEHICLES) time to prepare. needed, whilst the preceding City – King’s Cross. The severe delay aligning our drivers, eight weeks meant we had three trains and depot of disruption, What steps have been taken 15years Between spring 2017 and summer 2021 weeks, instead of resources. we have now to make sure the problems INCLUDES: 12, to complete work delivered three that occurred in May will not such as optimising train months of much happen again? • Exterior & interior paint repair • Toilet refurb diagrams, rosters and driver improved performance. The whole industry is looking • Strip out of seats, grab poles and carpets • Carpet replacement training. at the way new timetables • New seat trim • Driver’s cab refurb When will you run the full are implemented. A national What have you done since May timetable? Programme Management Board WE’RE REPLACING A TOTAL OF 13,000M2 OF CARPET; EQUIVALENT May to improve reliability In the current timetable we are has been set up to review all future fact TO TRAVELLING FROM CROYDON TO LONDON VICTORIA! on the network? operating 200 more weekday timetable proposals, in addition to We set up a team to establish trains than we were before 20 May. normal industry processes. Many what could be done to improve The aim is to incrementally add train operators, including ourselves, Class 365 accessibility improvements reliability with a new timetable services over the coming months have postponed full scale timetable that concentrated on getting the with the full May timetable for changes in December 2018. This New ‘split’ tables in PRM programme basics right. The team focused Monday to Friday introduced in decision was taken so the industry 1st class saloon for also includes: on delivering peak trains, where December 2018. has more time to make sure it WHEELCHAIR • New flooring in capacity is most needed, whilst can introduce the May timetable easier access in/ ACCESS AREAS aligning our drivers, trains and How did you prioritise what without repeating the disruption out of seats CREATED standard class and depot resources. This did mean trains to re-introduce first? caused. We have been working first class areas removing some services, especially We focused on high peak services more closely with Network Rail Redesigned, PRM-compliant disabled • PRM toilets on the those that would not run on time to provide more capacity at the and will only add services to the trains toilets with modern hand dryer / wash 4 trains without or could not be made reliable. busiest times. This was then timetable if we are fully confident 21 station and baby-changing table them by December The new timetable was matched with our resources to they will improve reliability.

12 _Autumn 2018 Autumn 2018_ 13 CSR SUPPORT FOR OUR STAFF IMPROVING OUR CUSTOMER SERVICE We are focused on giving our station and on-board staff the right support to flourish in their roles and provide the best assistance to our customers. PRAISE FLOWS THE RISE OF ONE STEP AHEAD FOR WATER FOR CUSTOMERS HANDOUTS COMMUNITY RAIL We’ve invested £2million in training for our Passengers took to Twitter to pass outhern and Great marked the fifth CRP on Southern education programme to over customer facing teams over the life of the on their thanks for our free water Northern continue to routes in West Sussex. 17,000 youngsters.” franchise. Our One Step Ahead programme handouts at stations and on-board Sexpand their Community Andy Harrowell, GTR’s In June, Southern teamed up is about providing our stations and onboard trains during the hot weather peaks Rail Partnership (CRP) networks Corporate Social Responsibility with the Sussex Community people with skills to help manage different this summer. and the benefits of community Manager, said: “These Rail Partnership to extend customers’ needs. Well done @SouthernRailUK. rail. partnerships encourage real community rail on the busy West The initial classroom sessions have now Air con in some parts not Each CRP brings operators involvement by groups who Coastway line between Hove and moved into eLearning, with a programme working well and first class and community groups, are transforming their stations. Angmering. Angmering has also of bite-size, online modules called ‘Learn has been declassified. At GAT, including volunteers, together We’re seeing artwork, gardening, been shortlisted for the ‘It’s Your on the Go’ (LOTG). loads of bottled water loaded to get involved in their stations planters and even an allotment at Station’ category in this year’s The LOTG modules take around six on to train. Now being given and the railway. The partnerships one station. ACoRP Community Rail awards. minutes each and are designed for access to all by the OBS. Thanks. include award-winning activities “Our CRPs have helped us to The latest CRPs include when and where it works best. They include Nice gesture @RAIL by groups who can also adopt increase the confidence of groups , and Foxton customer-handling skills, dealing with a station through Station with disabilities with rail travel stations near Cambridge, on Great complaints and an interactive session aimed Replying to @GNRailUK Partnerships. through our try-a-train events. Northern, and another due later at managing customer behaviours at stations Staff at Welwyn Garden were The launch of the West “They have also delivered this year on the line between to help trains depart on time. Coastway partnership in June our award winning Go-Learn and St Albans. able to give me a bottle of CLOSER water which was nice :) COMMUNICATION @TLRailUK WITH STAFF thank you to the staff Our Employee Support Team (EST) spoke handing out bottles of water with more than 2,000 staff (82% of station at St Albans station today. and on-board teams) across our franchises Pupils from St Thomas’ Church of over two weeks in July to gather feedback @SouthernRailUK England primary school in Winchelsea and views on the business and how we can are legends for the free water pose with their pictures of the share more information with them. Around at Brighton station. railways to brighten the journey for 1,500 responses were collected with six main passengers at the local station. themes covering more than 50% of responses. The feedback provided will be used to The Friends of Ally Pally (above) have transformed plan how we can put in place a stronger Alexander Palace since adopting the Great An art installation communication framework and feedback Northern station in 2016. Their activity, including launch at channels for station and on-board teams. more than 40 planters, recently won the group a Bishopstone We are focused on keeping up the category at the Network Rail Partnership awards. station in July. momentum in the coming months.

14 _Autumn 2018 Autumn 2018_ 15 FOCUS PERFORMANCE

OPERATIONAL PERFORMANCE

GTR is continuing to roll out one of the biggest modernisation programmes the railway has seen, transforming four networks and increasing capacity. The programme has necessitated a modernisation of infrastructure, trains, technology and the way we do things.

Performance has fluctuated as a result of the timetable change. The July timetable has helped to improve stability over the summer, and we are working with Network Rail to incrementally introduce more services. It is extremely important for Network Rail to maintain its infrastructure to allow us to run a reliable service. The PPM (public performance measure), which refers to the percentage of trains arriving at destination within five minutes of scheduled time, has shown sustained improvements and the level of cancellations continues to reduce.

To further deliver the modernisation programme, GTR and Network Rail work closely together with other industry partners. ST PANCRAS TOURS PROVE ‘UNIVERSALLY POPULAR’ round 100 regular travellers with a services moving across from King’s Cross as part of 2015/16 2016/17 2017/18 YTD wide range of access needs took up an the timetable changes. YEAR STARTING APRIL Ainvitation to our St Pancras familiarisation “There was great support from GTR colleagues tours in April. hosting the tours to ensure the guests were able to PPM Target 85.8% 84.0% 83.5% Over two days, the passengers were given a receive detailed guidance tailored to their needs.” detailed guided tour of the station’s accessibility PPM Achieved 81.5% 74.2% 81.2% features in groups of no more than 12. Wheelchair PASSENGERS SAID… users and visibility-impaired passengers got the “It was great seeing exactly where the new services chance to test the raised humps on platforms will be coming into and leaving from and the new DELAY RESPONSIBILITY 2015/16 2016/17 2017/18 designed for easier on-off access. possibilities for onward journeys.” Antony Merlyn, GTR’s Accessibility Manager, “Very impressed how easy it was to access all of the said: “The tours were universally popular. The station services that are available to disabled passengers.” GTR 35.9% 38.8% 34.9% has a great range of accessibility features. This event “The competence, knowledge and enthusiasm of Network Rail 59.5% 57.6% 60.3% really helped our passengers to explore St Pancras and the guides were excellent.” gain confidence in using the station ahead of many Other Operators 4.5% 3.5% 4.8%

RAISING AWARENESS OF MAR APR MAY JUNE JULY AUG TRY-A-TRAIN RECENT MONTHS We’ve hosted 14 try-a- ASSISTED TRAVEL SUPPORT train events since April, From journey advice to booking phone. We are also keen to raise PPM GX 71.6% 79.0% 76.3% 62.6% 51.7% 65.5% exceeding our goal of assisted travel support we’re awareness of tools such our PPM GN 79.8% 87.3% 79.6% 72.9% 65.1% 75.4% 10 a year. reviewing the way we communicate Communication Guide and Travel Recent trips have key options for passengers with support card for passengers with PPM SN 79.7% 83.5% 83.9% 87.6% 79.2% 85.4% been hosted for Bedford accessibility needs. Our Passenger more hidden disabilities, Priority PPM TL 89.6% 89.3% 79.7% 62.7% 66.4% 81.1% College, Chichester Panel and Access Advisory Panel are Seating and our ‘Baby on Board’ College, Possability People both helping us to raise awareness of badges. (Brighton), Valley School support available for passengers Antony said: “We are making it Key: (Stevenage) and a joint to use our network confidently. easier for passengers to feed back GX - Gatwick Express event with Gatwick Airport This focus includes more about how their journey went by for GN - Great Northern for passengers with a our Assisted Travel service, example sending a short survey link SN - Southern range of access needs. including the option of booking with routine booking confirmation TL - Thameslink assistance on line rather than by emails.” YTD - Year to Date

16 _Autumn 2018 Autumn 2018_ 17 PERFORMANCE PERFORMANCE

DEPARTMENT FOR TRANSPORT CUSTOMER SATISFACTION CONTRACTUAL TARGETS

The Department for Transport set us a series of targets on a variety of performance measures. We monitor these and use the How do we measure customer satisfaction? measures to shape our action plans. Whilst acknowledging we have fallen short of some of these targets in the past two months, We set annual Passenger Experience Measure (PEM) targets to monitor customer satisfaction. The measure is a combination of a plan is in place that is beginning to deliver very good results. Ongoing driver training, reliable train fleets and robust operational audits completed at stations and on trains (we call this QuEST – you can read more on page 11), with an independent customer planning are key elements in a wide-ranging plan of action to bring improved services across all routes. survey led by Transport Focus, the National Rail Passenger Survey (we refer to this as NRPS).

How are we doing? Our spring 2018 National Rail Passenger Survey results were released against a backdrop of performance challenges following the May timetable change. The overall satisfaction score for GTR as a whole increased by 1% on spring 2017 to 75%. YEAR STARTING APRIL 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21 The impact of the timetable change on customer satisfaction was particularly frustrating considering the positive spring results Target Actual Target Actual Target Actual* Target** Target** Target** for Thameslink. These showed that satisfaction was at an all-time high, driven in part by increased satisfaction with punctuality and reliability of the train service. Our other brands showed non-statistically significant changes to overall satisfaction, albeit with Delay minutes per 19.64% 17.98% 19.40% 19.59% 17.90% 12.70% 12.04% 11.89% some areas for improvement for specific questions. The results show where we need to get back to following a period of performance thousand train miles challenges on our Great Northern & Thameslink brands. Southern performance has seen an improvement on some routes following the caused by GTR May timetable change. However, Thameslink performance has impacted upon Gatwick Express and a number of Southern routes. Cancellations 2.10% 1.94% 1.88% 2.20% 2.05% 0.97% 0.92% 0.91% The introduction of our interim timetable on 15 July has stabilised performance, giving us a strong foundation on which to build Train running with 0% 1.03% 0% 1.42% 1.57% 0% 0% 0% for the autumn wave of NRPS. fewer carriages than planned We publish detailed performance figures on our website every four weeks and monthly updates on the progress of our improvement plan. You can find these at thameslinkrailway.com/about-us/performance: greatnorthernrail.com/about-us/how-were-performing or Actual Actual PEM Annual PEM targets NRPS Scores QuEST Scores southernrailway.com/your-journey/performance-results/ annual result * Full data for 2016/2017 published. Performance year for 2017/2018 does not end until the end of September, and will be published in the next edition of your connections magazine. 2017 82.2% 84.83% Spring result : 74% Jan to end March: Autumn result : 76% 95.9% ** These targets are subject to change, the details of which are in the process of being agreed and will be published in the next April to end June: edition of your connections magazine. 95.8% End June to mid- September: 96.08% Mid-September to December: 96.22%

2018 83.5% 84.65% (YTD) Spring result: 75% Jan-March: 95.26% April-June: 95.86%

18 _Autumn 2018 Autumn 2018_ 19 PERFORMANCE PERFORMANCE

NATIONAL RAIL PASSENGER SURVEY FARE EVASION

Our result for passengers overall satisfaction for GTR Spring 2018 was 75%. The table below shows our scores for the individual Why does fare evasion matter? indicators that count towards our Passenger Experience Measure (PEM) for 2018, and the corresponding figures for the Spring Fare evasion and prevention is important. The rail industry loses millions of pounds a year through ticketless travel and fraud 2017 survey. Annual Benchmarks relate to the average of the two 2018 surveys so are shown for indicative purposes. money which could have otherwise been re-invested to improve rail services. This is unfair on the vast majority of you who are honest and pay your fares.

We worked alongside other train operators, Transport for London and British Transport Police to reduce ticketless travel to less Annual Benchmark GTR NRPS INDICATOR SPRING 2017 SPRING 2018 than 2% in the DfT’s most recent surveys in May & July 2018. It’s worth noting that GTR doesn’t make a profit from rail fares. 2018

1 How well train company deals with delays 29% 28% 48%

2 How request to station staff was handled 85% 81% 86% OUR TARGET FOR Actual results 3 The attitudes and helpfulness of the staff (Station) 72% 71% 78% TICKETLESS TRAVEL 4 Usefulness of information provided during delay 37% 38% 48% 5 The availability of staff (Station) 62% 62% 65% September 2016 to September 2017 2.52% 2.66% 6 Provision of information about train times/platforms 78% 80% 83% September 2017 to September 2018 2.5% 2.21% 7 Cleanliness (Station) 74% 74% 81% 8 Ticket buying facilities 72% 70% 79%

9 Facilities for car parking 43% 41% 48% 10 The upkeep/repair of the station buildings/platforms 69% 70% 71% DEPARTMENT FOR TRANSPORT SURVEY TICKETLESS TRAVEL 11 The facilities and services (Station) 50% 45% 47%

12 Your personal security whilst using that station 71% 71% 73% Oct 2017 2.81% 13 The provision of shelter facilities 70% 69% 67% Feb 2018 2.12% 14 Overall environment (Station) 69% 70% 72% May 2018 1.95% 15 Availability of seating (Station) 49% 46% 47% July 2018 1.97% 16 The cleanliness of the inside (Train) 70% 72% 84% 17 Level of crowding (formerly 'Sufficient room for all 68% 68% 68% passengers to sit/stand') 18 The provision of information during the journey 67% 72% 83% 19 Upkeep and repair of the train 68% 71% 84% 20 Your personal security on board 70% 73% 81% 21 The cleanliness of the outside (Train) 67% 68% 78% 22 The space for luggage (Train) 50% 53% 48% 23 Punctuality/reliability (i.e. the train arriving/departing 63% 64% 79% on time)

20 _Autumn 2018 Autumn 2018_ 21 PERFORMANCE PERFORMANCE

OUR COMMITMENTS

We are committed to continually improve the services we offer. These are customer commitments made at the start of the franchise that relate to recent months, and more that are due for the months ahead.

COMMITMENT ROUTE STATUS COMMITMENT ROUTE STATUS

DEADLINE DATE DEADLINE DATE

2016 108 new carriages on Gatwick Express Gatwick Express Complete May 2017 King’s Lynn service half hourly (once Great Northern Half hourly service to Ely upgraded infrastructure in place) for most of day from 21 July 2016 All day staffing at further 16 stations Southern Complete May. Infrastructure work September 2016 The key top-ups in third party All Complete still required for Kings Lynn retailers half hourly. September 2016 New ticket vending machines All Complete July 2017 Investment in improving retail and All Underway October 2016 Introduce a subscription based area All Complete catering facilities at stations of the website for over 65s with September 2017 Programme of upgraded ticket All Complete promotions and discussion boards machines and automatic payment December 2016 Introduce more staff for train cleaning All Complete methods at car parks December 2016 Repainting programme for all GTR All Complete September 2017 LED lighting installed at various All Complete managed stations stations and on older train units December 2016 Enhance and upgrade existing station All Complete October 2017 Enhancements to on-train passenger All Complete CCTV and install CCTV at stations information systems previously without January 2018 London Bridge station re-opens Southern/ Thameslink Complete January 2017 Introduce on trial basis an online All Complete 2018 New class 700 introduction All Complete magazine aimed at 16-24 year olds 2018 Further upgrades to customer app All January 2017 Additional £2.5m investment on All Complete 2019 Up to 24 trains per hour each way Thameslink Underway improving facilities and information through the core at stations 2019 Class 717 introduction. 150 new Great Northern Underway April 2017 ‘My Journey’ info on train All Complete carriages on the Moorgate route performance for holders of ‘the key’ smartcard

22 _Autumn 2018 Autumn 2018_ 23