21 YEARS OF

19962017 A STAGECOACH GROUP PUBLICATION IN PARTNERSHIP WITH MODERN RAILWAYS

MODERN RAILWAYS EDITION

001_SWT Supplement_cover_MR edition.indd 1 03/08/2017 16:01 CREATING DESIRE

Understanding and respecting train architecture - its rhythms, resonances, form and function - is the first step to creating a stunning livery. For over 30 years Our designs accentuate the personality that lies within the architecture of Best Impressions has been ahead of any vehicle. Livery and form then have the curve when it comes to redefining how natural sympathy and, brought together public transport is presented, perceived and sold. through good design, communicate far more effectively. We have created commanding brands, produced Add in our unbridled passion, clear vision, award-winning advertising and marketing campaigns, effervescent enthusism and in-depth powerful corporate identities, stylish interiors and understanding of the South West Trains designed so many drop-dead-gorgeous liveries brand, and you can see how our use of full-on, bold, primary colours balanced . . . as progressive operators keep discovering. with outrageous, sexy curves has given these commuter trains - and other rolling stock types in the South West Trains’ fleet - a vibrant, contemporary, stylish tilt.

15 STARFIELD ROAD LONDON W12 9SN 020 8740 6443 [email protected]

BRANDING LIVERY INTERIOR MARKETING DIGITAL

BestImpressions_FP.inddBI-SWT.ad.indd 1 1 03/08/2017 09:3305:52 21 YEARS OF

5 STEAM, SOUTHERN ELECTRIC AND NETWORK SOUTHEAST 21 YEARS OF The history of the South Western prior to SWT 19962017 7 21YEAR TIME TEAM A STAGECOACH GROUP PUBLICATION IN PARTNERSHIP WITH MODERN RAILWAYS The story of Stagecoach’s tenure at South West Trains 10 MORE AND LONGER TRAINS Focus on the South Western capacity expansion programme 13 WHAT HAS CHANGED IN 21 YEARS? Improvements to stations and trains have been a key feature of Stagecoach’s operation 16 THE VIEW FROM THE TOP Current and former SWT managing directors reflect on the past 21 years

Cover images: SWT photo library and PaulBigland. 20 SOUTH WEST TRAINS BY DESIGN Published by Key Publishing Ltd. Registered Office: A look at the SWT identity as displayed on trains and at stations Units 1-4 Gwash Way Industrial Estate, Ryhall Road, Stamford, Lincolnshire PE9 1XP

22 SWT  MASTERS OF THE EVERYDAY RAILWAY Editor: Ken Cordner Modern Railways Industry and Technology Editor Roger Ford recalls what made SWT so successful Design: Matt Chapman Contributors: Ken Cordner and Tony Miles Business Development Manager: David Lane 26 THE STAKEHOLDER VIEW Many thanks to all those at South West Trains who Key stakeholders and suppliers reflect on the SWT story so generously provided help andmaterial. Photos from South West Trains photo library or ascredited.

29 INVESTING IN COMMUNITIES © Key Publishing Ltd 2017. All rights reserved. No part of Stagecoach and South West Trains have together made an important contribution to the local community this magazine may be reproduced or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or by any information storage 32 RINGING THE CHANGES and retrieval system, without prior permission in writing from SWT staff reflect on Stagecoach’s 21-year tenure the copyright owner. Multiple copying of the contents of the magazine without prior written approval is not permitted.

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A whole new fleet of trains was rolled out in the early days of the franchise. PAUL BIGLAND THANK YOU TO ALL OUR STAFF, CUSTOMERS, STAKEHOLDERS AND PARTNERS t’s impossible to have a relationship investment in new ticketing systems. improvement works at Waterloo, which passed on their kind wishes and good of more than 20 years in any walk We’ve also delivered some real industry will really transform this railway. memories of the last 21 years. This is of life and not want to look back and innovations on our South West Trains There’s no question we’ve also real testament to our 5,000-strong I team of employees who work hard reflect on what has been achieved. In the network, being the first train operator had our challenges, particularly as case of Stagecoach South West Trains, to roll out smart ticketing and more the infrastructure on the network has day in, day out, to deliver a great the list of achievements over more than recently the innovative virtual ticket struggled to cope with the increasing service. They have transformed our two decades is incredible. That’s why I machines and dedicated contact centre. demand for rail travel. But our focus railway for our customers - and I know wanted to pay tribute to our fantastic staff, South West Trains has become one has remained on improving services that this dedication and commitment customers, stakeholders and the partners of the largest and busiest franchises in for our passengers and I’m confident will continue into the new franchise. who have worked with us to make South the whole of Europe, contributing more we’re leaving the franchise in a very And so comes the time for us to sign West Trains such a great company. to the taxpayer than any other and good place to hand over to the new off from South West Trains and to move I am very proud of what we have playing a critical role in the economy. owners. We wish First and MTR onto new ventures. It’s truly been a achieved at South West Trains over the We’ve successfully run services through all the very best for the future. pleasure and we will look back fondly past two decades as the UK’s longest periods of great change, becoming I joined Stagecoach in 1997, just on our time in this franchise. Thank running train operator. The franchise the first London operator to phase out a year after we took responsibility for you to everybody who has supported today has more trains than ever before, Mark 1 slam door trains and roll out South West Trains. So having been us, and to our team I would like to double the number of passengers a whole new fleet of trains in the early involved directly with the business for the wish you every success in the future. travelling, and one of the most reliable days of the franchise. We created the vast majority of the franchise, the 20th fleets of trains in the country. We have first integrated control centre at Waterloo August will be an emotional day for made significant investment in improving and set up the UK’s first deep joint me personally. I have been heartened the service for customers and spent Alliance with Network Rail to bring by the numerous letters we’ve had MARTIN GRIFFITHS millions on transforming stations with together train and track. More recently, from regular customers, stakeholders Chief Executive extra car parks, cycle spaces and we’ve helped drive forward the major and others in the industry who have Stagecoach Group

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004_SWT Supplement_intros.indd 4 03/08/2017 15:37 21 YEARS OF STEAM, SOUTHERN ELECTRIC AND NETWORK SOUTHEAST A LOOK BACK AT THE HISTORY OF THE SOUTH WESTERN RAIL NETWORK OVER 180 YEARS

he backbone of the South route through Bournemouth was from the all-steam railway of a few By 1938, 100 years after its first Western rail network was completed more than 20 years later. decades before. Electric trains had trains ran, passenger business was the built almost 180 years their motors in the passenger carriages most important for the South Western, T but the railways were still the biggest ago – its big aim at first was to WATERLOO and picked up electricity from a third carry cargo between London In 1848 a new terminus at Waterloo rail. The ‘Southern Electrics’ brand movers of all kinds of goods. The and the port of Southampton. Road was opened, reached by name was built around frequent, railway developed Southampton docks The London and Southampton a line climbing past Nine Elms efficient services, good publicity and over several decades to handle freight Railway’s first stretch, from London to and curving around Vauxhall local landmark stations. Suburbs traffic, as well as transatlantic liner Woking, opened in May 1838. One Gardens and Lambeth Palace. developed around its lines. ships. In this age before the jet plane, of the special trains, cheered on by In an exciting story involving rival Then in 1937 the first main line was Ocean Liner express trains carried thousands of people, reached almost commercial schemes and propaganda, electrified – the ‘Portsmouth Direct’ transatlantic passengers to and from 30mph on the return trip to the London the London & South Western opened line, whose steep hills were difficult for the docks. Other high profile expresses terminus at Nine Elms, Vauxhall. new, more direct routes to Portsmouth steam locomotives. The main line was included the premium ‘Bournemouth The company called itself and Salisbury, and Exeter was modernised in London, with a new Belle’ Pullman train, and the ‘Atlantic the London & South Western reached in 1860. It was ambitious in flyover at Wimbledon to sort out flows Coast Express’ to the West Country. Railway from 1839, and reached expanding into Devon and Cornwall of suburban and main line trains. Named after heroes, the ‘Lord Nelson’ Southampton in 1840. Over the and its main line round Dartmoor and ‘King Arthur’ steam locomotives next 10 years it set to work to justify reached Plymouth in 1890. NEW WATERLOO powered the South Western expresses. its grand title by spreading to serve Closer to London, most of The largest station in Britain, the Gosport (for Portsmouth), Salisbury today’s outer suburban network stylish new Waterloo, opened and Dorchester. The winding route had also taken shape. in 1922. The London & South to Dorchester aimed to serve as Western was about to be absorbed many towns as possible, but not the SOUTHERN ELECTRIC into the Southern Railway, one tiny village at Bournemouth. This Electrification of suburban lines in the of the government created ‘Big blossomed as a resort after a branch early 20th century helped the South Four’ groupings of railways. line was opened in 1870: today’s Western become unrecognisable

‘Merchant Navy’ locomotive No 35025 BrocklebankLine rounds the curve beneath Battledown Viaduct near Basingstoke on 8 September 1952, powering an express from Plymouth to Waterloo. BRIAN MORRISON

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POST-WAR STYLE trains, and bringing ideas such as a World War 2 pushed the railways to one-day travelcard covering both the limit, and the nationalised British British Rail and London Underground. Railways took over the ‘Big Four’ railway Network SouthEast increased companies in 1948. Two new classes of off-peak travel by 25% in its first locomotive had appeared on the South three years, helping to pay for Western – ‘Merchant Navy’ and ‘West improving the railway. Culture change Country’. Their size, with air-smoothed initiatives saw frontline staff trained in casing, and their speedy running made customer service, and digital clocks them among the most impressive of were introduced everywhere as British designs in the last decades of part of a punctuality drive. The now steam, bringing faster services to the famous Hampton Court International main lines – the first ever mile a minute Flower Show was first promoted by (60mph) timing between London and Network SouthEast in 1990, served Salisbury was introduced in 1952. by special trains from Waterloo. The railways were affected by the A major modernisation project rapid growth of road transport in the featured 24 new air-conditioned A Class 405/2 ‘4-SUB’ electric suburban train on a Twickenham to Waterloo service 1950s. Most of the South Western’s ‘Wessex Electric’ Class 442 on 15 August 1973, near Clapham Junction. BRIAN MORRISON routes beyond Exeter, and some trains and electrification of the other lines, were closed in the 1960s. Bournemouth-Weymouth line, with an But its major routes were secure increase in the speed limit to 100mph because of busy London suburban on much of the line between London traffic, and popular routes between and Southampton. Resignalling of London, Hampshire and Dorset. Waterloo and its approaches took Despite being the centre of the place by 1990, helping create access modern Southern Electric system, for Eurostar international trains. The Waterloo kept steam trains longer serious accident at Clapham Junction than any other London terminus. took place during this work, and new Steam finally bowed out in 1967, standards were enforced nationally after electrification and modernisation for signal installation and testing. of the line to Bournemouth. From 1992, new Class 159 diesel trains took over Waterloo-Exeter NETWORK SOUTHEAST services, with a new depot at Salisbury. From the 1970s new sliding-door suburban trains were introduced on the PRIVATE COMPANY South Western lines, and the 1980s Despite a severe recession in 1991-94, Network SouthEast launch day – two trains arrive at Waterloo, revealing the saw British Rail reorganise with a Network SouthEast achieved a zero new business’s livery on 10 June 1986. BRIAN MORRISON new Network SouthEast launched in subsidy by 1994. Then in preparation 1986. New look trains were unveiled for rail privatisation, its nine divisions, became the responsibility of a Western franchise was won by at Waterloo station, and a dynamic including South Western, were turned new organisation, Railtrack. Stagecoach Group – so creating approach to revitalising the railways into independent train operating units The train operations were one of Britain’s first privatised began – brightening up stations and and the track and other infrastructure put out to tender, and the South train operating companies. n

Just a few months after Eurostar began operation, the 08.07 from Paris nears Waterloo International on 22 January 1995. Just over a year before South West Trains began operation, passing in the opposite direction is a Class 442 ‘Wessex Electric’, on a service to Poole. BRIAN MORRISON

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‘Stagecoach 1’ is the message carried on the very first South West Trains service, seen at London Waterloo. KEN BRUNT

21-YEAR TIME TEAM HOW THE SOUTH WEST TRAINS STORY UNFOLDED…

he new South West Trains franchise railway privatisation. But for SWT, The early years did see difficulties ran the first passenger train in innovation was also a question of culture with shortages of staff and rolling Britain following rail privatisation, change – aiming to improve customer stock as SWT built up experience T of driver rostering, recruitment and Ticket for the first train. the 05.10 Twickenham to London service and develop staff skills. Waterloo on Sunday 4 February 1996. Help Points were introduced from route knowledge training – an early Awarded to Stagecoach Group for 1997 to improve security and provide rolling stock problem was grease This met with an enthusiastic response a seven year term, South West Trains train information for passengers, with a contamination in axle boxes. from Stagecoach, including plans was the biggest of all the privatised new 24-hour Customer Communications for major capacity improvements at train companies. A separate Isle of and Security Centre opened in 2002. BIG NEW TRAIN ORDER, Clapham Junction and Waterloo, Wight franchise – the smallest of all - This became the hub for information INTEGRATED CONTROL and a large fleet of new trains. was also awarded to Stagecoach. and security links, monitoring CCTV A new 20-year franchise was tabled But a change of policy resulted in All eyes were on Stagecoach, cameras and Help Point calls. A new by the Strategic Rail Authority in a year’s extension of the original and positive moves were made. customer information system, installed 2000, offering opportunities to franchise until 2004. After that a new More frequent off-peak services across the network in partnership with unlock major long-term investment. three year franchise was agreed. on the Reading, Southampton and Network Rail, was more ergonomic Portsmouth routes helped increase than systems used by other companies. the number of weekday trains from An Operations & Safety Training 1,550 to 1,640 in 1997, with another Centre was opened in 2002, 950 services in 1998. This boosted including a mock-up station where revenue and helped ensure a stable trainees could be coached, face financial position through the first to face, and driving simulators for years, along with the introduction of drivers to be trained in dealing with automatic ticket gates at many stations. rare as well as routine events. SWT also developed the UK’s EARLY INNOVATIONS first passenger panel, with customers SWT steadily clocked up a number of regularly meeting with senior firsts for UK railways, among a series management – an idea taken further in of innovations. Some of these were later years. A Travelsafe scheme provided in hardware and engineering – such uniformed officers, trained by the British as 30 new Class 458 trains, the Transport Police but funded by SWT, to A driver prepares a train in this 2004 photo - the year in which the ‘standard first electric trains ordered following provide reassurance to passengers. pattern’ timetable and new rostering arrangements were introduced.

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The new balcony development at London Waterloo opened in 2012, helping reduce congestion on the concourse and improving accessibility for interchange. NETWORK RAIL

These agreements were the services (Class 444) were delivered. Two hour on many more lines and a ‘turn adopted a policy of increased policing backdrop to some serious changes. modified slam door trains continued on up and go’ frequent service at all activity and a zero-tolerance approach The groundbreaking Wessex the Lymington branch line until 2010. stations to Wimbledon, or Barnes. towards crime and anti-social behaviour. Integrated Control Centre (WICC), The Desiro UK electric fleet is To protect reliability, there was a Only a short time into the franchise based at Waterloo Station, was maintained at a new purpose built reduction in crossing moves between period, the dramatic effects of the 2008 officially opened in 2004, with Network facility designed and constructed by lines, and trains and crews were kept international financial crash led to a Rail and South West Trains working Siemens at Northam in Southampton. to the same routes as far as possible. cost reduction programme at SWT, with together to run all services across the about 200 people leaving the business, South West of England, some 10% IMPROVED TRAINS MORE CAPACITY IN and some off-peak trains reduced in of Britain’s trains. The state-of-the-art AND TIMETABLE NEW FRANCHISE length. Central London employment and WICC introduced the concept of a The large fleet of Class 455 EMUs, A new franchise was won by leisure travel were affected, but SWT single decision maker, making decisions dating from the 1980s, did not have Stagecoach Group from February achieved revenue growth on both peak in the interest of passengers and slam doors but was in clear need of 2007. A 20% increase in peak capacity and off-peak services in 2008/09. ensuring the network runs as smoothly improvement. So from 2003, SWT and was provided, with maximum length In 2010, the number of people as possible with reduced delays. The the train owner Porterbrook carried trains on almost all peak services, arriving at London Waterloo in the centre brought together controllers out a major refurbishment programme and plans to introduce 10-car morning peak was more than 88,000, from both companies to work side creating a ‘new train’ feel. Doors were trains on Windsor services in 2010. compared with 83,500 anticipated by side, improving communications, altered to open wider, allowing two Class 442 trains were withdrawn for 2014 in DfT planning documents. and streamlining decision making to people to pass through side by side, in a reshuffle of rolling stock. give better service to passengers. and the area near the doors was As well as £40m on revenue SALISBURY EXPANDS made bigger, with wheelchair and protection and security at stations, The Class 158 and 159 fleet maintained GOODBYE SLAM DOORS bike spaces in one carriage in four. £19m was pledged for smartcard at Salisbury had more than doubled in The major train order placed by New seats were installed, with some ticketing. Train modifications were size since the original depot building Stagecoach with Siemens and Angel lengthwise seats near the doors, giving carried out to speed up boarding, was constructed. So a two-track, Trains saw modern air-conditioned trains more space. Transport for London and an hourly Waterloo-Exeter three-car-length fuelling shed was valued at about £1 billion (including supported the fitment of CCTV. service was introduced after officially opened in October 2009. service provision) completely replacing A new ‘standard pattern’ timetable infrastructure improvements. A second Trains returning electricity to the slam-door trains operating to and was introduced in December 2004 Waterloo-Weymouth train per hour supply system was the aim of a £2.2 from the capital, making SWT the first and helped performance figures on replaced Poole area stopping services. million regenerative braking project, London operator to achieve this. the UK’s biggest and most complex Around £40m was earmarked for begun in 2010 - estimated to save Under the biggest order that any railway franchise improve to among core station improvements and at least 15 million kWh of electricity annually part of the global Siemens AG group the best in London and the South East. £20m for car park investments. In a £1.8 when fully implemented. Class 458 had won in 20 years, ultimately a total It set out to provide maximum million community security initiative from trains were the first involved, later of 127 Class-450 Desiro trains was reliability on a congested network, 2008, South West Trains recruited a extending to Class 450 and 444. introduced, each of four cars. Alongside and passengers were presented with team of 40 Rail Community Officers to Stagecoach continued its investment the Class 450s, another 45 five-car the same timetable all day Monday patrol the network. In partnership with the to make stations more accessible and trains designed for longer-distance to Saturday, with four trains per British Transport Police (BTP), the team attractive to passengers with a spend of

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time on a third-rail electrified network, Negotiations over a two-year improved and extra weekday and increasing productivity on track renewals. extension to the South West Trains weekend services. 170 new easy-to-use A major increase in capacity began, franchise ended without agreement ticket machines include 90 with live helped by close working between the in 2015, and the current franchise face to face help for customers. alliance partners, as both infrastructure was to end in mid 2017 - but a £50 A £7 million upgrade to the improvements (such as platform million package of improvements railway through Wimbledon, lengthening) and extra rolling stock are was announced after a Department improving reliability and punctuality involved (more detail in later pages). for Transport / Stagecoach Group for hundreds of thousands of The Class 455 fleet saw an agreement. As well as expanding smart passengers, was carried out. upgrade get under way, with new ticketing, more staff have been introduced And finally - plans for a £210 million traction equipment to improve on concourses to help passengers, 1,400 fleet of 30 new 5-carriage trains, and reliability, and a new £3.5 million new parking spaces have been created, major infrastructure improvements at paint facility opened in Bournemouth and 57,000 more seats provided on London Waterloo were close to reality. n in 2013, bringing all painting and most maintenance work in-house. Free wifi was launched in 2014 on the Class 444 ‘Desiro’ electric trains, and wifi has since been provided on Class 158, 159 and 450 trains.

CONTINUED COMMITMENT In June 2015, SWT and Network Rail announced that the alliance would be reshaped – looking to continue much of the work and processes in place since 2012, including the fully integrated control centre, the ‘one station’ team at Waterloo, integrated capacity and planning teams and the joint performance team - all the joint A refit transformed the Class 455 trains, with less clutter and better access. PAUL BIGLAND teams created to make a real difference to passengers. A joint executive team and changes to commercial £12m in 2010/11 taking the total to over arrangements were implemented. £50m since 2007. The project linking Demonstrating this commitment, CCTV at all stations to the customer the new Basingstoke Campus and communication and security centre Route Operating Centre was officially for real time information monitoring opened in November 2015. The was completed in 2011. Smartphones Campus provides 5,000 square were provided for more than 850 metres of training space for Network front line customer service staff. Rail and South West Trains staff - the first in the UK to provide training for THE UNIQUE SOUTH staff from both organisations under WESTERN ALLIANCE one roof. Training facilities include 29 April 2012 was just another day indoor and outdoor track layouts, for commuters – but the way the a train simulator and learning In November 2015, the Basingstoke campus and ROC was officially opened by railway was operated changed environments for engineers, signallers, Network Rail Route MD John Halsall (left), SWT MD Tim Shoveller (right) and Cllr Clive completely as South West Trains maintenance staff and drivers. Sanders from Basingstoke & Deane Borough Council. NETWORK RAIL and Network Rail joined together to form the South Western alliance. This was not just an informal arrangement as seen elsewhere, it was a deep alliance, with finances and staffing being merged to form, in effect, one organisation. From that day, people didn’t work for SWT or NR – they worked for thealliance. 1,674 train journeys a day were controlled through one control centre that took the principles of integration even further than before. The alliance was based around a joint vested interest in working together to improve performance for passengers. Network Rail and SWT Control teams adopted more robust, single methods for response to service disruption. The set-up was tested in the very wet winter of 2013-14 and came out well. High output The Wessex Integrated Control Centre track equipment came into use for the first was a UK pioneer of the concept.

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outh West Trains runs one of into five-car trains, and make up six other mechanical equipment detached then mostly use Platforms 19 to 24 the busiest and most complex more five-car units, using vehicles from more efficiently, at track level. - six platforms rather than five. railways in Europe - and the former Class 460 Gatwick Express As a first step whilst plans for the S major work were being prepared, passenger numbers have more than trains. The 36 trains now run as 10-car INTEGRATING WATERLOO doubled since the start of the first sets on the Windsor lines (covering INTERNATIONAL regular SWT services had been using franchise in 1996. In the busiest morning the routes to Windsor, Weybridge via Improving London Waterloo has to be Platform 20 between 2013 and 2015, hours, the passenger totals have Staines, and the Hounslow loop). the next priority, and the way to do with passengers using a side entrance increased by more than two-thirds. The project also extended more this was identified in the Department alongside Platform 19. The ‘orchestra But the core South Western railway than 60 platforms to fit in the 10-car for Transport’s plans for the period pit’ - the entrance concourse for lower infrastructure has changed little trains, and automatic Selective Door 2014-2019. Waterloo’s platforms and floors of the international terminal - was since the 1930s. With the growth in Opening is used where platforms track layout are the biggest restrictions bridged over to provide a temporary passengers forecast to continue, a could not be made longer. on train length and total numbers of route to the other four platforms. plan has been desperately needed The rest of the 108 extra carriages trains on the SWT network. The station Track and signal remodelling has to provide extra capacity. come from the 24 two-car Class layout is not much changed since the been carried on Platforms 20-24 456 trains transferred to SWT 1930s, except for some simplification between January 2016 and July 10CAR ON THE WINDSOR LINES from Southern in 2014. They have in the 1970s and 1990s, with the 2017 so that they can be brought into A plan to bring in 10-car trains by 2014 been upgraded to match SWT’s construction of the Eurostar terminal, use temporarily in August 2017. for the suburban and Windsor lines modernised Class 455 trains. which reduced the breathing space Moving the buffer stops back by was held back due to the restrictions for South West Trains services. 60 metres is a key part of the plan to on capacity at Waterloo – but an MORE DEPOT SPACE To create room for another make the old Eurostar area suitable for innovative alternative was developed Until Platforms 1 to 4 at Waterloo could 27,700 passengers in the three-hour large numbers of commuters to use the by Stagecoach, Network Rail and be extended, Class 456s have been morning peak (with 17,000 of platforms every day. The country end of the Department for Transport to used to allow five key trains in each these in the busiest peak hour), a the very long platforms has also been provide as much additional capacity peak to run as 10 cars, using the longer programme of investment worth shortened, so that trains can enter or as possible, before the major works Platform 5. Other Class 456s ran on more than £800million was officially leave several platforms at once. A new required at Waterloo. The scheme the Ascot-Guildford route, freeing extra launched in March 2016. concourse will be created, with work provides an additional 108 carriages, Class 450s for main line peak services. starting in September 2017. This will offering space for 24,000 more At Wimbledon traincare depot, FIRST BIG STEP give a direct exit to the street, and a new passenger journeys into Waterloo around £6m was invested to prepare The first big part of the capacity boost extra entrance to the Underground. in the three-hour peak period. it for the 108 extra carriages. A is using the former Eurostar platforms New retail floors will be The first part of the new plan was to new bogie drop system means that (numbers 20-24) which closed in constructed in the lower part of rebuild the 30 four-car Class 458 trains carriages can have their bogies and 2007. Windsor line services will the old Eurostar terminal.

How it will look – the 24 platform Waterloo will take in the former international terminal.

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010-012_SWT Supplement_capacity.indd 10 03/08/2017 15:38 21 YEARS OF MORE AND LONGER TRAINS EXTENDING PLATFORMS To have a full service of 10-car trains on the suburban lines via Wimbledon, Platforms 1 to 4 at Waterloo need to be extended from their existing eight-carriage length. The idea of running 12-car trains was investigated, but the platform extension work would have meant acquiring land, demolishing buildings, and major alterations to an underbridge close to the platform ends at Waterloo. Quite apart from the cost, the extra time needed would have meant the already significant overcrowding lasting for a lot longer. So 10-car platforms were adopted as the Joining up Waterloo International - with platforms shortened for a better track layout, more trains will be able enter or leave at once. RUSSELL WYKES viable option. Ultimately, Crossrail 2 will bring big changes in demand patterns, and improve passenger facilities at so a 10 car railway should besufficient. Surbiton and Vauxhall stations. Most The work will be carried out in stations on the suburban routes via a concentrated period between Wimbledon already had platforms 5 and 28 August 2017. After that, that are long enough for 10-car trains, suburban services will use Platforms and others have been extended. 1 to 6, and Platforms 7 and 8 will be Completion of the scheme, with all improved too. During the August work, 24 platforms at London Waterloo in Platforms 20-24 in the international use, is planned for December 2018. terminal will be put into use, but they will then partly close, for NEW TRAINS completion work and integration The boost in passenger-carrying capacity with the rest of Waterloo station. for the 2017-2018 programme will be On the station approach, track and provided by 30 new five-car trains from signalling changes are required, and Siemens. These Class 707 Desiro City The new walkway bridging the space between the former international terminal and the two eight-car stabling sidings will be trains are high-capacity people movers, main concourse was installed by Network Rail in July 2017. NETWORK RAIL replaced with one 10-car siding. The offering an increase of 20% compared programme will also increase capacity to a Class 450 Desiro. They will run on Windsor services, and the Class 458s will move to the longer distance Reading services, providing longer 10-car trains. This change will in turn release Class 450 trains from the Reading line, which can be used to boost main linecapacity.

FIVE KEY TRAINS The Class 707s will take the total number of carriages on the SWT network to 1,599, compared to 1,022 in 1996. The new fleet has been financed by Angel Trains at a total capital cost of £211 million, plus a More space – work in progress to join up the former international terminal with the rest of Waterloo. £10 million spares/tools package. With many differences from the current 24 PLATFORMS AT WATERLOO fleet, a major training programme has begun for the Class 707s’ introduction n December 2017 - 10-car trains expected to begin from Platforms 1 to 4 into service. This involves around 680 n December 2018 - full takeover of Platforms drivers and driver managers, with around 20 - 24 from the international terminal 450 guards and guard managers. The first 30 drivers were trained by The bigger fleet needs more Department for Transport in 2013, with Siemens to support testing and the start depot space, which is being the Department making a contribution of service, and two driving simulators managed in two ways. of one third of the overall cost and the are helping in the programme. First, the Class 455 fleet is being remainder funded by SWT. Without this, The ‘707s’ will be maintained at fitted with modern traction equipment an expensive new depot would have Wimbledon depot, and staff will be to extend the examination period from been required, a challenging idea in the trained by Siemens who will also provide 10,000 to 15,000 miles, freeing up densely populated Greater London area. support during the introductory phase space at Wimbledon depot for the Alongside this is £44 million of and work to establish the units’ reliability. ‘707s’. This work was agreed with the depot and siding investment from

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The new bogie drop at Wimbledon - part of the £6m investment to prepare the depot to deal with extra carriages. PAUL BIGLAND

Transport, with most of the station and infrastructure improvements funded New traction equipment being fitted to Class 455 trains at Wimbledon by the Department for Transport depot, to reduce the frequency of depot visits. PAUL BIGLAND as part of Network Rail’s plans. From 2018, the focus will change Network Rail, including increased CONNECTED CAPACITY a higher advisory speed (within to improvements to longer distance maintenance capacity at Wimbledon SWT has also been installing the the speed limits) can help it avoid routes into London Waterloo, with depot along with new stores and GreenSpeed Connected Driver timetable conflicts with other trains, challenges such as improving office accommodation. This is also Advisory System (C-DAS) on its or avoid braking at adverse signals, Clapham Junction and overall line supporting extra berthing capacity trains. This collects real-time data and thus saving wear and tear. capacity still needing to be tackled. and facilities at Clapham Junction, informs drivers of the optimum speed With a new traffic management As Sir Peter Hendy, Chairman Strawberry Hill, Wimbledon, Farnham, at which to travel, to put each train system, C-DAS could help provide of Network Rail, said at the launch Basingstoke and Fratton. New stabling in the right place at the right time. an uplift in main line capacity of the current project in 2016, ‘The and toilet emptying facilities at Woking If a train is running early, then from 24 to 26 trains per hour. It plans announced today will create a are designed to service Class 450s a lower speed can reduce energy also has the potential to reduce bigger, better Waterloo and improve cascaded from Reading services. consumption. If the train is late, then impact on the environment by passengers’ journeys on our most lowering energy consumption. congested part of Britain’s railway. COUNTING UP THE CARRIAGES ‘They are a long way from NEXT PHASE? being the complete answer to n More and longer Class 458s and refurbished The overall plan has seen close the peak time congestion on this Class 456s = 108 more carriages co-operation between SWT, packed commuter route, but they n New Class 707s = 150 more carriages Network Rail and the Department for will make a big difference.’ n

People mover – new Class 707 on trial at Clapham Junction. PAUL BIGLAND

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A reliability-award winning Class 159 train pauses next to a new canopy at Clapham Junction.

WHAT HAS CHANGED

IN 21 YEARS?maintain, develop and invest STAGECOACH HAS INVESTED IN IMPROVEMENTS FOR SOUTH in stations has proved popular with passengers, resulting in WEST TRAINS PASSENGERS AND LOCAL COMMUNITIES positive National Rail Passenger Survey results, year on year. tarting in the early days of its A selection of station investments franchise, Stagecoach made during the 21 years include:- significant improvements to the n 186 stations with CCTV installed; S n network, including replacing most of 408 help points; the rolling stock, refurbishing stations, n 133 station buildings (toilets, making stations accessible to disabled waiting rooms, booking halls) passengers, and improving customer maintained year on year; information and station security. n 6 rebuilt stations - Wokingham, Throughout the franchise periods, Southampton Airport (Parkway), Stagecoach has introduced new rail Effingham Junction, Fleet, services, and increased capacity whilst Hinchley Wood, Whitton; focusing on improving the passenger n 2 new stations - ChandlersFord, experience. From the middle years of the Cranbrook; franchises, external economic factors put n 16 forecourts revitalised – includes pressure on SWT; however passenger Bournemouth, Farnborough, numbers and expectations continued Southampton Central, Eastleigh; to rise as SWT focused on improving The western entrance to Clapham Junction, reopened and relieving congestion at this busy station. n 19 stations made fully accessible – train performance and delivering includes Fleet, Clapham Junction, continuous improvement in customer The number of evening passengers innovative ‘I make the difference’ staff Havant, Axminster, Aldershot; service on trains and at stations. at Waterloo has increased even more, training programme for all frontline staff. n 4,095 new parking spaces; from nearly 49,000 to over 91,000. n 12 new deck car parks - includes BUSIER AND BUSIER Technologies that were not even TRANSFORMING AND Haslemere, Brookwood, Fleet, South West Trains has witnessed available in 1996 have become DEVELOPING STATIONS Winchester, Farnborough; many significant changes since the norm. All customer-facing Stagecoach has maintained and invested n 8 Cycle Hubs - includes EwellWest, 1996 but none more striking employees now have smartphones in all SWT’s 186 stations during the last Walton-on-Thames, Teddington, Woking; than the growth in passengers, so that they can give passengers 21 years. Some of the projects have n 8,000 additional cycle parking spaces; especially in peak travel times. even better information, and the been small scale, such as new seating n 1,100 new accessible seats; In 1996, SWT catered for 108 million majority of trains now have freewifi. and community projects; others are n 11 new platform canopy extensions passenger journeys a year, which has As part of a drive to provide better multi-million pound projects including – includes Clapham Junction, now more than doubled to 230 million. information for passengers, SWT has an replacement or new stations, accessible Southampton Airport (Parkway), The number of passengers arriving industry-leading social media presence footbridges and decked car parks. Putney, Fleet, Whitton; at Waterloo during the morning has with 240,000 followers, more real Ultimately, the vision to transform n 105 replacement waiting shelters; risen from 65,000 to over 108,000. time information at stations, and an stations by continuing to review, n 186 stations regularly redecorated;

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New and old (right) entrance at Southampton.

n 186 stations with new name signs/ change, additional services were wayfinding signage installed; added to Weymouth, Southampton and n 200 new retail outlets introduced; other key locations in the SWT area. In n 20,000 daffodils planted liaison with user groups, the Class 455 across the network. trains were all completely refurbished to increase capacity whilst still taking Transport integration has been into consideration passenger needs. improved – for example, Farnborough After 2007, the economic landscape station forecourt’s reconfiguration changed with the need to manage included three bus lanes, and local costs but still improve overall train Stagecoach buses were re-routed performance. Decisions such as creating to serve the station, which has been the first Integrated Control Centre at a very popular innovation. Waterloo and entering into a deep Alliance with Network Rail, enabled TRAINS closer joint working, improved decision The new Class 707s will take the making and a closer relationship in A customer ambassador at London Waterloo. SWT fleet to 1,599 carriages, key areas such as train planning, compared with 1,022 in 1996. performance, control and Waterloo When the franchise started in station. In 2009, SWT introduced an 1996, Stagecoach inherited a fleet hourly service between Waterloo and of mainly slam door trains in addition Exeter in partnership with Network to 24 Class 442 Wessex Electrics, Rail and stakeholders after completion 91 Class-455 suburban trains and of the three mile Axminster loop. 22 Class-159 diesel units. Right from SWT continues to deliver the most the start, Stagecoach introduced reliable train fleet in the UK. At the extra trains delivering 12,000 extra last Golden Spanner awards held peak seats, and placed an order for by Modern Railways magazine in 30 new Class 458 electric trains. November 2016, SWT won:- As South West Trains developed, n Ex BR diesel multiple-unit - Class159; Stagecoach placed a £1bn order with n EX BR electric multiple-unit - Class455; Siemens to replace all the slam door n New Generation electric multiple-unit trains with new Class 444/450 Desiro - Class 444 (Class 458 wassecond). electric units. This was also followed up with an order for new Class 170 COMMUNITY RAIL Bulb planting at Effingham Junction. diesel units to run more services and Community Rail first emerged on SWT capacity on the Waterloo to Exeter line, when a public meeting was called later replaced by Class 158 trains. to support the new train services on In 2004 came the complete timetable the Chandlers Ford line in 2004 and, recast to allow for the full introduction of says SWT Stakeholder Manager, Phil the Desiro fleet and the withdrawal of Dominey, a clear groundswell of positive the slam door trains. During this timetable opinion was obvious. This eventually

ROLLING STOCK INVESTMENT

1998 30 x Class 458 2001 9 x Class 170 2003 127 x Class 450, 45 x Class 444s 2007 11 x Class 158, 8 x Class 159/1 (Class 170 transferred away, Class 442 withdrawn) 2014 24 x Class 456 All customer-facing employees now have smartphones so that they can give 2015 Class 458s extended to 5 cars passengers even better information, and the majority of trains now have free wifi. 2017 30 x Class 707 to be introduced

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New and old (right) station building at Wokingham.

led to the creation of the Three Rivers Western and Island Line franchises were Rail Passenger Survey results continue Customer Ambassadors offer traditional Community Rail Partnership (CRP). combined. Refurbishment of the trains to rise with satisfaction levels at historic face-to-face guidance and expert advice The Isle of Wight’s Island line hosted has included an exterior repaint into highs, running in parallel to the roll-out to passengers on platforms and station the first CRP on SWT in 2005, which was London Transport maroon, with heritage of Making the Difference training for all concourses. They are also equipped with followed by the Three Rivers CRP in 2007, seat upholstery patterns. Stations are front-line staff between 2013 and 2015. the latest smart technology to provide and the Lymington to Brockenhurst line maintained in a heritage colour scheme, access to live train service information. CRP in 2008. The continuation of slam as part of an improvementpackage. COMMITMENT TO 170 brand new ticket machines door trains on the Lymington line between CUSTOMERS were delivered to stations across 2005 and 2010 gave the project a IMPROVED ACCESSIBILITY Stagecoach South West Trains’ the network as part of this overall very positive heritage theme, and the South West Trains has been a leading commitment to customer improvement customer improvement investment, community worked with South West Trains train operator in looking after passengers is shown by the investment made in including 90 with 24/7 video links to to develop timetable initiatives to improve with reduced mobility. During the training more than 100 Customer a dedicated state-of-the-art contact connections at Brockenhurst in 2006. franchise periods, in partnership with Ambassadors to assist passengers with centre in Basingstoke. This commitment Other Community Rail Partnerships the Department for Transport, Network their journeys in the last year alone. As to engaging with passengers using a started to develop such as:- Rail and stakeholders, 31 station lifts part of an overall passenger experience combination of modern and traditional n East Hampshire CRP - 2013 have been installed in order to make the investment of £50 million, the Customer customer service methods has been n Hounslow CRP - 2015 stations fully accessible. This has been Ambassadors were trained to NVQ received well by passengers with (the first in London) complemented by a number of other Customer Service Level 2 and were annual improvements in National Rail n Blackmore Vale CRP - 2016 station improvements such as accessible out and about on the network in their Passenger Survey results in areas such toilets, automatic doors, low-counter striking red jackets by February 2017. The as attitudes and helpfulness of staff. n There are also a number of other key ticket office windows, and anti-slip CRPs that SWT partners with suchas:- surfaces plus handrails. As a result of n Purbeck CRP these initiatives, 77% of passengers now n Devon & Cornwall CRP travel through fully accessible stations. n Heart of Wessex CRP In recent years, the Investor in People n TransWilts CRP status was secured by South West Trains The Isle of Wight’s Island Line was in recognition of the significant investment unusual among privatised rail franchises made in ensuring employees have the as it included maintenance of the right skills, knowledge, experience and infrastructure as well as running thetrains. approach to provide a first-class service Because of a low tunnel, the rolling to passengers. Every member of staff who stock is refurbished London Underground works with the public is now trained in Tube trains originally built in 1938 and disability awareness to make passenger SWT purchased them from the leasing journeys a positive experience for company in 2007 after the South everyone who wants to travel. National Woking cycle hub.

Island Line train in London Transport heritage livery.

Florist in retail unit at Winchester.

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THE, MD OF STAGECOACH TOP GROUP’S RAIL DIVISION AND A FORMER SWT TIM SHOVELLER MD, JOINS THE CURRENT MD MARGARET KAY AND THREE OTHER FORMER HEADS OF THE TRAIN COMPANY IN REFLECTING ON 21 YEARS OF THE SOUTH WESTERN FRANCHISE

he 21 years of Stagecoach South West Trains are ‘Ta story of learning, and continuous improvement’, says Tim Shoveller. ‘And I believe SWT’s customer focus is stronger than ever.’ The railway will often ‘quite rightly focus on problems to see how we can improve – but this can often overwhelm the confidence to reflect on the many things that have gone right’, he adds. ‘This is a good moment to consider what has been achieved by SWT over 21 years, to say thank you to those who have helped, and recognise that it has primarily been done for our customers, not just politicians or shareholders. We can be proud of what has been achieved’.

LASTING BENEFITS ‘Sometimes people suggest that rail franchises are short term, or that franchisees have little buy-in, or that investment cycles are too short for meaningful change to be achieved’, says Tim. ‘But a huge amount has happened in SWT’s timespan, with a transformation in the whole approach’. SWT’s Desiro trains are a good example of investment for long term benefit, he adds. ‘There was initially concern over reliability, but the trains have set new reliability records, and transformed the image of travel with SWT, providing a modern, comfortable environment. They have things that are now expected, such as wifi, which we now have on every main line train - though of course it hadn’t been invented 21 years ago’. Continuity has enabled the development of people, he adds. ‘For example, Andy West, our finance director, has been with SWT since Day One – that is worth a huge London Waterloo is essentially little changed since 1936, aside from fitting in the now closed international terminal amount because of the embedded - and now it is time to put that terminal to use for South Western services. A Class 444 train departs. SIEMENS knowledge and experience.’

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GOLDEN RULES So Tim believes ‘it is important to reflect on the 21 years, alongside all those who are proud of working for this bit of the railway. We must acknowledge their crucial part in the story, looking at the evidence of positive achievement in the passenger numbers, safety and satisfaction statistics.’ He is clear that franchising ‘absolutely does’ need to develop, ‘but SWT has been at the forefront of evolution, with new rolling stock, the first alliance between Network Rail and a train operating company, all built on the principles established after the driver shortages in the first few years.’ Indeed he believes that ‘lessons from the early days of SWT run right through Stagecoach’s approach today, such as the Golden Rules of maintaining driver numbers’. The landslip at Liss on Christmas Eve 2013 was repaired and the line reopened on 5 January through The 2004 timetable was radical, exemplary co-operation between Network Rail and South West Trains. NETWORK RAIL but went back to basics ‘to ensure that the new trains could run with the the highest revenue, and making not have happened without a very level of reliability and consistency the biggest positive contribution to effective partnership with Network Rail that people expect. Thameslink and the Department for Transport – a and the Department for Transport. Southern, I understand, are now setting net profit after all costs, including out to adopt the same principles.’ Network Rail, are accounted for.’ TRACK AND TRAIN He believes a big opportunity The Alliance between SWT and INVESTMENT GAP was missed in the 2001 schemes Network Rail from 2012 had to After spectacular improvements, for significant enhancement, tackle some big issues and get to performance has been a huge frustration with significant items such as a grips with capacity solutions. over the last five or six years, says Tim – flyover at Clapham Junction. At its best it certainly had a positive ‘it has been nowhere near as good as it ‘Clapham Junction station does effect on performance, Tim believes: was, with January 2011 the high point’. need rebuilding as a priority’, says Tim. while performance figures did not He believes the infrastructure has ‘We have worked hard to mitigate the climb, the Alliance was able to stall suffered consistent under-investment over capacity problems there, with investment the decline that had started in 2011. two or three control periods. ‘There has in hardware and extra staff. A radical For example, in late 2013, during the been a major difficulty in the economic solution such as Crossrail 2 is needed, wettest winter since the railway was model around the routes and the level as there is no space to expand the built, there were 25 landslips on the of investment in maintaining assets. And station footprint. Even at Waterloo, the South Western and 107 tree collisions a lack of enhancements – where routes international terminal is the one and with Desiros alone. ‘Everybody pulled Tim Shoveller pays tribute to the crucial such as East Midlands Trains or Virgin only opportunity to restore capacity’. together in a very co-ordinated way’, role of South West Trains’ people, West Coast have seen big changes.’ says Tim. So at Liss, for example, there ‘looking at the evidence of positive Passenger numbers on SWT have WATERLOO IMPROVEMENT was a landslip on Christmas Eve. A achievement in the passenger numbers, more than doubled, but the trains were Repeated attempts have been depot was opened up on Boxing Day safety and satisfaction statistics.’ already full in the peaks 20 years ago, made to develop improvement to get going on the repairs – and the and while more and more has been schemes – Control Period 4 (‘CP4’, line reopened on 5 January, in time to matching plan for other elements of squeezed out of the fleets and other for 2009-14) saw a 10-car suburban get people back to work. Customers the railway – setting off in parallel is assets, ‘we still, for example have the railway proposed, and reflected recognised the difference, with National not helpful to aligning objectives’. same number of Class 455s’, says Tim. in the franchise agreement. But Passenger Survey results for ‘dealing He continues, ‘The lesson surely is Apart from fitting in the international that floundered on concerns that with disruption’ much improved. that each part of the system should be terminal, he points out that Waterloo disruption at Waterloo would be too managed in its own appropriate way – is essentially little changed since 1936 great – which brings us to mid 2017, GREAT COOPERATION but track and train need to be recognised when the flyovers at Wimbledon and when the work is finally in hand. He adds that many lessons were as a whole, interdependent system at Hampton Court Junction were installed. ‘The key to overcoming the obstacles learned from the Alliance experiment, an appropriate local scale, and should has been working in partnership to encouraging Network Rail and SWT be controlled by local managers.’ CAPACITY POTENTIAL resolve the issues’, says Tim, resulting staff to identify with each other’s Other routes have had spare in rescheduling of the CP4 plan (which priorities. ‘Great co-operation has NEW TRAINS AND capacity potential to exploit, but for was only in the original plans for CP5, continued in the run up to the 2017 NEW RAILWAY SWT this is not the case – ‘crucial 2014-19 as a potential scheme). This Waterloo remodelling work’. Another common claim is that nothing limitations have been platform grasps the long-cherished opportunity The Alliance also drew out happens in the last year of a train lengths and power supplies’. for a 10-car suburban railway another important lesson for the operating company’s franchise. Tim says, ‘It has to be asked why throughout SWT, after its successful future, believes Tim - that, however Not on SWT. ‘Right to the end, we SWT has not seen as much investment realisation on the Windsor lines. the railway is owned, it needs to be are commissioning new trains and new as the rest of the network. In the It may have been starkly obvious managed as a whole system. For the railway, despite all the difficulties, and Office of Rail and Road (ORR) table that the five platforms at Waterloo current Control Period 5 (2014-19) we wish the new franchise success in of enhancement spending, Wessex International Terminal had to be for example, ‘some enhancement carrying on the proud traditions of the is near the bottom, despite having exploited – but Tim says this would schemes were planned without a South Western’, concludes Tim. n

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and ideas at performance for years before, because a major timetable recast like that takes two years to do. There were loads of dwell times scheduled at around 20 seconds and we’d already seen a massive growth in passengers. You just couldn’t meet the station dwell times or even some of the Sectional Running Times, which, in practice, weren’t deliverable. One of the associated things I’m really proud of was that we set up the first integrated control centre at Waterloo: the first in the country since privatisation.’ Andrew Haines points out the names ANDREW HAINES of many people who worked for him in After joining SWT in 1997, those early days, such as David Horne, Andrew Haines held various now MD of Virgin Trains East Coast, roles prior to promotion to who was Business Planning Manager, Managing Director in 2000. and Jake Kelly, now MD of East Andrew Haines recalls the time Midlands Trains, who was a project as ‘The best job I’ve ever done, manager on the new train introduction. I absolutely loved it.’ He recalls He concludes, ‘I don’t think I’ve ever SWT letting the innovative contract, worked with such a committed team with Siemens, for the design, - from the investors, shareholders building and maintenance of the and chairman right through down the Class 444 and Class 450 electric line to all the teams. It was a fantastic trains. ‘We went out on a limb with time, such great people and I’m still Siemens, as they’d only done the in contact with a lot of them now.’ n small Class 332 and 333 fleets.’ He points also to the project to completely remodel the Class 455s inherited from British Rail. The less tightly specified franchise meant South West Trains is part of the fabric of London life. Class 450 Stagecoach was able to invest, and Desiro train near Clapham Junction. PAUL BIGLAND he observes, ‘If you walk into a “455” now, you don’t really guess that this is train] replacement because you had new timetable in 2004. ‘It was the first an early 1980s train. Can you imagine to do that, whilst the “455” project fundamental rewrite since 1967, and people spending close to £100m was something we did for reliability on the back of it we got a massive on something that wasn’t a franchise purposes and customer satisfaction.’ increase in passenger satisfaction with obligation? That was almost a bigger Andrew Haines suggests that the better and more predictable journey achievement than the Mk 1 [slam-door other major step in his tenure was the times. We were chucking money

STEWART PALMER Stewart Palmer began his career in the rail industry in 1972 on the British Rail graduate training scheme. He moved to South West Trains as Operations Director in 2000 and became Managing Director in 2006. Stewart Palmer recalls his arrival at SWT in 2000 after the company had allowed a large number of drivers to leave - ‘every day was a performance challenge. I was absolutely determined that we’d get to a position where we didn’t work any rest days and we didn’t work any overtime. But it was hard work!’ He explains that the approach was to remember that ‘SWT is primarily a commuter railway and what passengers want is (a) for the train to turn up, (b) for the train to be on time, and (c) for it to have the correct number of vehicles on it. If you get those three things right they’ll Passenger numbers on SWT have more than doubled in 21 years. PAUL BIGLAND forgive you almost anything else.’

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After working with the team to deliver the new 2004 timetable, Stewart Palmer remembers his time as MD came as the economy was starting to falter. ‘We had things running well, we were seeing miles per casualty [reliability] figures improving on the Desiros, but then in 2008 the economy nosedived and we had to take a lot of costs out of the business.’ It involved some painful decisions, but ‘performance didn’t suffer – we recognised that the core business was performance and we didn’t do silly things like getting rid of drivers and guards. We managed to maintain where we were with fewer inputs.’ Stewart Palmer relates fond memories, but also highlights a few basic lessons that anyone wanting to run a successful train operating company should remember. ‘It’s all about people at the end of the day, and if you don’t get your staff motivated on what’s important then South West Trains’ innovative contract with Siemens, for the design, building and maintenance of the Class 444 and Class 450 electric actually the product will suffer. trains, was a milestone for both companies. This is the train wash at Northam depot, built as a result of the deal. TONY MILES ‘If you make short-term savings and are only interested in the number the award encouraged others to fully crewed; we didn’t do that to South West Trains since March 2017 in the bottom right hand corner of a bid strongly at the next round. start with but it was a much better and has been named as one of the spreadsheet you actually don’t get He also recalls leading the re-bid way of dealing with disruption.’ industry’s most inspirational women the best result. We’ve had some hard in 2006 and finding out how hard it Andy Pitt sums it up, ‘It would be in the Women in Rail Survey. times and we’ve had some difficult is to bid as the incumbent operator. wrong to say everything was great, As the last of the MDs in the existing times but we’ve also had some fun ‘We had to think out of the box - you we had our moments and a lot of what franchise, it has been Margaret’s role to and I’m sorry to see SWT going.’ n can almost have too much knowledge we achieved was through continuous prepare for the Waterloo works as well as the incumbent and you have to be improvement. It feels like the end of an as handing over to the new franchisee. able to criticise your own operation in era but life goes on, and I wish all the She says of South West Trains: ‘It’s order to reposition yourself for a bid.’ SWT staff every success in the future.’ n been a really exciting time to be running The recession was continuing the business as we prepare for the to bite, and Andy Pitt reflects, ‘The biggest project in decades at Waterloo, figures show SWT weathered but as with my whole experience of the recession well, but we had working at Stagecoach, everybody to take a lot of costs out.’ gets involved and pulls together to help ‘We wanted to take our really each other. Coming back to South West fantastic staff with us, and so Trains after 10 years, I’ve really been explained our budgetary position and struck by the family feel it has – amazing told them “we can still run this and we in a business with over 5,000 staff! So can continue to give our customers many station and on-train staff have the best service they’ve ever had”. gone out of the way to welcome me ‘Through that time we carried back and I will truly be sad to be saying on driving up performance, but the goodbye to so many fantastic staff. ANDY PITT lesson is that you cannot provide a ‘We are truly proud to have held Andy Pitt held the post of SWT service to your customers if you’re the South West Trains franchise for 21 Managing Director from 2009. From at war with the employees.’ years and I personally am very proud 2001, he was Business Development Many improvements were made, MARGARET KAY of the improvements Stagecoach Director for Stagecoach Rail. ‘like the Axminster loop on the Margaret Kay joined Stagecoach in has delivered during that time. He recalls working for the Office of Waterloo to Exeter line to bring in 2000, initially as HR Director for South ‘I’d also like to add my thanks Passenger Rail Franchising (OPRAF) the hourly service, or the multi-storey West Trains and then at East Midlands to all our customers, stakeholders, when the bids for the first franchises car park at Southampton Airport Trains, before taking up the position partners, the trade unions who we came in. ‘SWT was the first franchise Parkway where I thought we’d as Managing Director of Supertram, have worked in partnership with, and to be let, and at the time there was overdone it - but the customers came Sheffield’s light rail system, in 2012. of course our great team of staff for no great expectation that OPRAF a lot quicker than I expected!’ She has been Managing Director of all their hard work and support.’ n would be successful in letting all the ‘We also got real time wheel slip franchises.’ When Stagecoach was data in from the Desiros into Google MANAGING DIRECTORS OF SOUTH WEST TRAINS announced as the winner, ‘some Earth, so you could prioritise where of the people who were originally Network Rail teams should go to 1996 Peter Field 2009 Andy Pitt in BR thought “this is a racy bid” treat areas of low adhesion. Through Brian Cox 1996 2012 Tim Shoveller but the stock market really liked it.’ two very serious winters of snow, we 1998 Graham Eccles Christian Roth Stagecoach was the first quoted developed contingency timetables 2000 Andrew Haines 2016 company to win a franchise and that planned for trains that were 2006 Stewart Palmer 2017 Margaret Kay

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SOUTH WEST TRAINS

BYhe original South West Trains train DESIGN livery used the Stagecoach Group Tcolours - red, blue and orange - in a similar style to the Network SouthEast livery. Some detail variations were introduced before a major updating of the group’s design identity in 2000. New logos and typefaces were developed, as well as new bus and trainliveries. The second-generation South West Trains liveries, designed by industry specialist Best Impressions, have swooshes of the Stagecoach colours, which sweep back from the nose of the train to give an impression of movement. There are three versions of the livery – white on the Class 444 and 159 trains used on many longer-distance services, red on Class 455 and 456, and blue used on Class 458 and 450 The blue and red versions of the second-generation South trains. Group colours are also carried West Trains livery, seen on Class 450 (blue) and Class 455 through to the bright train interiors. n (red) trains near London Waterloo. PAUL BIGLAND

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The first South West Trains livery was on show on a Class 442 train on 5 February 1996, the day of the official franchise launch. No 2402 County of Hampshire waits at London Waterloo, alongside a Class 159 train in Network SouthEast livery. BRIAN MORRISON South West Trains’ clear and distinctive signage.

The white version of the second-generation South West Trains livery on Class 444 trains at Bournemouth. BRIAN MORRISON

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The bogie drop at the Siemens-run depot at Northam (Southampton). TONY MILES

SWT MASTERS OF THE EVERYDAY RAILWAY ROGER FORD EXAMINES THE FORMULA FOR PROVIDING RELIABLE TRAINS

t is an unfortunate fact of life that least, room to stand. During the journey operators of London commuter there are no distractions, such as those Irail services have little or no worrying stops between stations. chance of ‘delighting their customers’, And finally, arrival at the destination something to which their inter-city is on time and at the usualplatform. cousins aspire. This is not a counsel In the reverse direction, when people of despair, simply a reflection of the are trying to get home for bath time, the fact that the season ticket is a forced parent teacher meeting, a gym session purchase, the least worst travel option. or an evening out, the invisible journey No one wants to pay several is even harder to achieve, and any thousand pounds a year for the erratic process even more annoying. chance to get up early for the journey to work, and travel into Clapham TWITTER Junction or Waterloo with 120,000 Social media has brought a new other workers in the three hour peak. immediacy to customer feedback. And if, like South West Trains, you are Where the regular customer surveys responsible for providing and improving Train drivers are a key part of SWT’s focus on train reliability, with the engineering give a snapshot of passengers’ the service, however successful, teams providing fault-finding advice and familiarisation programmes. experiences twice a year, Twitter the best you can hope for is that traffic provides a real time report on passengers don’t notice the journey. leaving the brain free for other matters, day ahead. This ‘invisible journey’ commuters’ reactions to their daily Ideally a commuter wants to be on whether catching up with the news, starts with the train arriving on time, journeys. Britain’s train operators were automatic pilot during the train journey, checking e-mails or preparing for the hopefully with some empty seats or, at early adopters of social media, way

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ahead of the airlines for example. Today 2016 with a remarkable Moving Annual with the emphasis on ‘finding’. In if there is ‘the hint of a problem’ all the operators have Twitter feeds. Average of 246,000 miles per casualty. common with the other SWT depots, will try to organise a ‘swap-out’. Signalling and control specialist Salisbury’s relentless reliability the common abbreviation NFF For example a peak period DMU Resonate has been monitoring and growth has raised eyebrows among (No Fault Found) is banned. Every with a problem may be scheduled to analysing the content and sentiment of operators of similar DMUs. Rivals morning the depot manager heads couple up with another unit at Salisbury each train operator’s Twitter traffic for have attributed Salisbury’s consistent a management meeting which and run in multiple to London and several years now. Obviously commuters high performance to various factors. includes a review of every fault that divide on its return. Running two units in have the potential to tweet about their These range from a local pool of skilled occurred during the previous day and multiple provides redundancy, but rather journey twice a day, and mainly when ex-military technicians to the fact that what has been done to rectify it. than run back to Exeter on its own on the invisible journey is interrupted. As a all the DMUs are on captive diagrams, If the meeting is unhappy about the return journey, a swap out can be result, commuter operator Twitter traffic and even to statistical manipulation. anything, a report is raised to get organised to bring it into the depot for is more likely to be critical. Equally, few But even if Salisbury managed the affected DMU back in for further attention. If a unit can’t be re-scheduled commuters are going to tweet ‘great to hide 90% of its failures, it attention. In some cases the offending into Salisbury depot and is stabled journey home, thank you @SW_trains’. would still have taken home unit can be swapped-out during the at Fratton depot near Portsmouth, a Resonate’s analysis can differentiate another Golden Spanner last time. day for an early return to Salisbury. team will be sent over to examineit. between negative tweets and neutral And by a decisive margin. ones, such as requests for service So what lies behind Salisbury’s SWAPS MOTHER SHIP information, and the result is a ‘Twitter claim to be ‘Home of the DMU Another example of Salisbury’s drive Where Salisbury is small enough score’ reflecting passenger sentiment. Golden Spanner since 2005’? for reliability is a proactive approach to manage its fleet in such detail, This is defined as the percentage Oddly, it starts in the driver’s cab. to managing failures. Staff are Wimbledon Park is the ‘mother ship’ of tweets ‘not dissatisfied’. Even the most reliable of trains expected to take the lead in decision for SWT’s inner suburban electric A fairly common pattern is for can fail. Salisbury’s DMUs run making, not Control at Waterloo. If a trains. With so many trains in service, SWT to achieve punctuality scores into Waterloo and if a train ‘sits train fails, Salisbury will be asked the Wimbledon is home to 91 Class-455 that are better than inter-city train down’ at Clapham Junction it can hard questions, not the controller. electric multiple-units (EMUs), 24 companies, but for the inter-city easily generate 1,000-2,000 very Salisbury’s central location Class-456 and 36 Class-458 companies to have better ‘not expensive delay minutes unless the means that trains to and from the EMUs. Maintenance planning is the dissatisfied’ scores. Having established problem can be resolved quickly. West Country pass through the responsibility of the team in Waterloo that the London commuter is a hard In the cab of each Salisbury DMU adjacent station. The depot monitors Integrated Control Centre (WICC). passenger to satisfy, time to go behind is a printed sheet on the bulkhead the performance of all its fleets WICC prepares a maintenance the scenes and see how SWT meets identifying the location of essential continuously during the day and plan twice a day. If an extra the challenge of creating the ‘invisible items such as circuit breaker panels journey’ for passengers on its 1,700 and cubicles, plus emergency A fitter at work inside trains a day. This starts at the rolling stock equipment. Drivers also have a pocket a Class 455 train. depots where the trains are maintained. sized book of check lists. These cover everything from train systems to details TRAINS of platform limitations at Waterloo. SWT has three main depots, at Working with drivers, driver Wimbledon Park in London, the managers and other front line staff, second at Salisbury, Wilts and the SWT produced the first of these pocket third at Northam, Southampton. All guides for the Class 455 electric have one thing in common: cases multiple-unit (EMU) fleet at Wimbledon. containing trophies with a spanner Of course SWT’s latest trains have mounted on a wooden plinth. screen based Train Management These are the ‘Golden Systems which provide unprecedented Spanners’ awarded annually by access to fault finding information. Modern Railways magazine for the Salisbury has a team of skilled most reliable train fleets on the UK technicians available for fault finding, network. They come in three colours – Gold for the most reliable fleet in its class, Silver for the fleet which has shown the greatest improvement over the previous year, and Bronze for the fleet causing the least minutes delay following a failure. Since the awards were launched in 2005, SWT depots have won more ‘Spanners’ than any other operator. In that first year Salisbury depot, which maintains the diesel multiple-units (DMU) for the Waterloo-Exeter service, took Gold in the ‘Ex-British Rail DMU’ category. At the most recent awards, Salisbury again swept the board, filling the first three places in the table. But it is not so much the awards as the manner of winning that illustrates SWT’s train maintenance philosophy. In 2005 the inaugural Gold-Spanner-winning Class-159 DMU fleet recorded 17,130 Work in progress on Class 455 vehicles at miles per casualty. The same fleet won in Wimbledon depot. PAUL BIGLAND

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exam needs to be scheduled, Modern trains can run longer Maintenance Control at WICC has distances between examinations, and to negotiate access with the depot. Northam gets only 10% of its trains Despite the requirement for 86 back every night. This goes against out of the 91-strong Class 455 fleet the desire of depot engineers to have to be available every day, reliability all their stock at the home depot in service takes precedence over regularly, but does not seem to have availability. The policy on letting trains hampered Siemens. Northam’s two leave the depot is ‘if in doubt, don’t fleets are first and third in the national run it’ and Wimbledon management EMU reliability rankings, both with ‘aggressively follows up’ repeat over 100,000 miles per casualty. failures on individual units, to determine where the system has fallen down. REFURBISHMENT As a result, Wimbledon delivers Reliable trains are vital, but carriages on reliability. The workhorse Class also have to provide a clean and 455 fleet, built by British Rail in the attractive travelling environment. A first half of the 1980s, ranks fifth on major investment programme by miles per casualty among all EMUs Stagecoach saw the 1980s interiors Work in progress on a Class 455 train at Wimbledon depot in 2003. on the national network, ahead of of the Class 455 modernised and many much more modern trains. refreshed to provide a new seating As already mentioned, the layout and a modern ambience. knowledge of the train crew is vital This provided more standing space, in minimising delays where a failure and the upgraded interior layout is recorded after a train has been also enlarged the door vestibules to stopped for only 3min. To keep staff allow faster boarding and alighting. knowledge current, company days Station dwell times are critical to are run where every guard and driver maintaining the timetable in the peaks is taken round the units and shown the and optimising passenger flows procedures for resetting equipment through the train doors is vital. where train crew can clear a problem. Another example of customer care was ‘Operation Flush’, aimed CONTRACT MAINTENANCE at improving toilet availability in SWT’s third main depot is Northam. the Desiro fleets. Each unit has a Where Salisbury and Wimbledon are train management system which modernised ex-BR facilities, Northam reports toilet water tank levels depot was purpose built by Siemens three times a day to the depot. as part of the contract to supply and Low water level means a toilet One of many Golden Spanners won by SWT fleets – representatives from SWT, Siemens then maintain the Class 450 and 444 must be locked out of use, not what and Angel Trains receive the Golden Spanner for most reliable new-generation electric Desiro EMUs, a total of 172, which you want at the end of the working multiple-units, won by the Class 444 at the 2016 awards. TONY MILES replaced the old slam door stock. day. Additional bowsers were

Wimbledon depot has recently seen investment to handle new fleets. Three of the revamped Class 458/5 trains and a Class 455 train are outside. PAUL BIGLAND

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provided at Waterloo for topping up trains reporting low water level.

CONTROL Of equal importance to engineering excellence in providing the ‘invisible journey’ is efficient operation of the train service. This is the responsibility of Control with a capital ‘C’. Historically there had been a single Control, responsible for running the timetable. However privatisation resulted in the train operators, responsible for trains and stations, and the infrastructure provider, responsible for signalling, having separate controls. Locating these fundamental activities of the railway in separate rooms was not conducive to efficient operation, particularly at times of service disruption when rapid decisions have to be taken affecting passengers and the regulation of a complexnetwork. SWT was the first operator to bring the two controls back together. At the WICC, SWT and Network Rail staff share the same room, sitting alongside each other and able to discuss emerging issues face to face, rather than by telephone. Responsible for pulling everything together and making the decisions is the shift manager who has access to information on the many factors which have to be taken into account, such as rolling stock location, train crew hours and progress with any repairs. Class 159 train undergoes maintenance in Salisbury depot, home of the SWT diesel fleet. BRIAN MORRISON SWT and Network Rail have also integrated their planning and on the existing infrastructure and trains, capacity teams. With SWT taking the such as longer dwell times, changed lead in the development of the current running times between stations, and Waterloo Capacity Upgrades under flows through junctions. As a result, some the Department for Transport’s High journey times were extended slightly, Level Output Specification (HLOS) but in many cases this was offset by the for the current Control Period 5 elimination of the late running and delays (2014-2019), such integration helped in the overstressed previous timetable. develop the schemes in record time. Currently SWT is running 24 trains per hour up the main line into Waterloo. This TIMETABLING is the same frequency as that planned Since taking over the SWT franchise in for new service through the Thameslink January 1996, Stagecoach has had central core due to open in 2018. But to squeeze more capacity out of the there is one big difference: Thameslink network it inherited from British Rail. It was will need state-of-the-art train control soon becoming apparent that a timetable with automatic train operation while the first planned in the 1960s could not cope SW main line has conventional colour A technician checks a Siemens train at Northam depot. SIEMENS with the impact of ridership growth. light signals and manual driving. For example, station dwell times, In its 21 years and six months, SWT Salisbury depot. BRIAN MORRISON the time between a train stopping has shown that the key to a successful and starting to accelerate away, are franchise lies in mastering the basics of lengthened as more passengers have to running a railway, whether it is depots alight and board – Clapham Junction turning out the most reliable trains on the is the classic example, where the dwell network night after night, integration of time is 1min 10sec compared with control, timetabling to reflect changing 45 seconds at suburban stations. demands, or rebuilding existing trains A railway running flat out also lacks to create more capacity while speeding resilience if something goes wrong, alighting or boarding at busy stations. and by 2004 this was showing. And yet all this is aimed at producing Stagecoach took the bold decision the invisible journey that the passenger, to completely recast the timetable, hopefully, doesn’t notice. n no easy matter on a busyrailway. This recast reflected the changed Roger Ford is the Industry & Technology demands of the 21st Century railway Editor of Modern Railways magazine.

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MALCOLM BROWN, ranges of trains, and it’s been a explaining, ‘We’re sitting in the For Malcolm Brown, the legacy of CHIEF EXECUTIVE OFFICER long change programme, probably middle of it; rolling stock leasing SWT isn’t just the pioneering way of OF ANGEL TRAINS more so than on other franchises.’ company, manufacturer and managing a train fleet but the people ‘SWT is probably the longest ‘The old rolling stock had to be operator genuinely in it together.’ it has developed and who are now running continuous franchise, with replaced, but it was so basic there ‘The Siemens contract with SWT key players across the railways. a few rebirths, and if you think wasn’t a lot that could go wrong with is an integral part of Angel; it’s ‘Look at the calibre of people they’ve back to when privatisation kicked it. Arguably, they weren’t trains that been such a large part of our life had through the business; absolutely off, nobody knew quite what was were designed for passengers. What and we’ve all been learning at the fantastic, really good people. going to happen’, says Malcolm they’ve now got are several fleets same rate.’ Mr Brown notes that Having been in a train operating Brown, CEO of the rolling stock of trains that really are designed for this agreement was a pioneering company, and now looking at it from leasing company Angel Trains. passengers and are good quality. step, which the whole industry has a rolling stock company perspective, ‘A lot of people assumed the Running such a really complex, followed. ‘Can you think of a fleet Stagecoach have done a really airlines would come in, rather intensive rail service with lots of that’s brought in today where you excellent job for such a sustained than bus operators, and they were stops and door openings - all the don’t have the manufacturer as at period of time. They have been really absolutely in a new world. It was an things that trains don’t like - I find least a very principal part of the good custodians of that franchise.’ exciting time, when the thinking was it remarkable how SWT get the maintenance regime? What they very much “what can we do for the failure rates as low as they do. They did was really to set the tone for the ANTHONY SMITH, passenger?” To take on a franchise have done a really good job.’ industry, and not just in the UK. You CHIEF EXECUTIVE OF of South West’s size and nature was For the rail industry the letting were learning on the job, because TRANSPORT FOCUS a huge leap of courage. Since then of a ‘design, build and maintain’ you didn’t have anything to base it on, ‘Passengers have scored South they have done some remarkable contract was revolutionary at the because nobody had done it before West Trains, under Stagecoach, things with the franchise; brought in time, and it resulted in what Malcolm anywhere in the world. This was well. We know this from over the Class 444s and 450s and other Brown calls a ‘tripartite agreement’, genuinely a new way of working.’ 17 years’ worth of consistent,

Close to the centre of things – Class 450 Desiro trains pass on the approaches to Waterloo, with the Houses of Parliament in the background. PAUL BIGLAND

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good scores in the National Rail Passenger Survey. Rising passenger numbers, more trains and somewhat creaking track and signals have presented challenges which have been met day in and day out. Stagecoach have always been open to questions and challenge and we always felt they wanted to put passengers first. Stagecoach leave behind a strong legacy which the new operator can build on.’

JOHN HALSALL, SOUTH EAST ROUTE MANAGING DIRECTOR AT NETWORK RAIL AND FORMER WESSEX ROUTE MD ‘I’m incredibly proud to have been part of the groundbreaking alliance between Network Rail and South West Trains. Together, we delivered some incredible successes and showed the industry a new way forward which put passengers at the heart of everything we did. Good reliability figures are demanded for the South West Trains fleets, such as this Class 458 ‘I learned a huge amount from train – and good performance in train dispatch is also vital to punctuality. TONY MILES working with Tim Shoveller and the rest of the team – lessons I have PAUL PLUMMER, CHIEF brought with me and continue to EXECUTIVE OF THE RAIL put into practice in the South East.’ DELIVERY GROUP ‘Working together, rail companies like South West Trains and others from Britain and around the world have brought new ideas, innovation and investment to improve our railway now and for the long-term. ‘Under Stagecoach, South West Trains has been a huge part of the transformation of Britain’s railway for more than 21 years, with record numbers of people travelling on its services into one of the busiest railway stations in Europe. This growth has helped to support investment to The Siemens contract with SWT and Angel Trains was a pioneering step, with the manufacturer involved improve journeys as well as underpin in the maintenance regime. Class 450 trains at the Siemens depot at Northam. TONY MILES economic growth and opportunity for communities across southern England.’ Porterbrook was also owned by rolling stock company and South Stagecoach, from 1996 to 2000. West Trains, as reliability was PAUL FRANCIS, MANAGING ‘I was in at the ground level when poor. Paul Francis recalls ‘We’ve DIRECTOR, PORTERBROOK the South West Trains franchise was had our ups and downs over the A Porterbrook-owned Class 455 originally awarded to Stagecoach and years’, but resolving that particular electric multiple-unit worked the very I have all the baggage of the original challenge and taking the Class first train service in the privatisation Office of Fair Trading undertakings 458s to the top of the reliability era, as South West Trains opened that had to be worked though.’ tables is also a satisfying memory. for business, and Paul Francis, MD The Porterbrook-owned Class ‘The original situation with the of the rolling stock leasing company, 458 trains were the subject of “458s” shows how the companies also remembers some of the the undertakings, and a source worked together. They’re all great difficult early years of the franchise. of many headaches for both the people and we made a huge

‘Over the past 10 years or so, both at Surrey Coalition of Disabled People and in my additional capacity as Chairman of Runnymede Access Liaison Group, I have built up much respect for the consideration that Stagecoach had for the interests and needs of the thousands of disabled passengers. Please pass on our thanks for all that has been done for us.’ Jonathan Fisher, Member of Surrey Coalition of Disabled Persons Board and Chairman of Runnymede Access LiaisonGroup ‘I’ve found SWT a really good partner to work with and the stakeholder events helped improve my understanding of the rail network in the region.’ Mark Frost, Head of Traffic & Transport, Environment, Regulatory Services & Community Safety for London Borough ofHounslow ‘As the Portfolio Holder for Public Transport with Wiltshire Council, I have worked with South West Trains for several years and always found them very helpful and often prepared to “go the extra mile” to deliver a very good service. Many thanks for all the superb service that SWT and Stagecoach have given for the last 20 years. You will be missed.’ Horace Prickett, Portfolio Holder for Public Transport, Wiltshire Council

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The final official slam-door train service on South West Trains at Waterloo on 25 May 2005 - the 11.35 to Bournemouth. The relatively simple but reliable previous generation of trains set a challenge for the new trains to match. BRIAN MORRISON

A Porterbrook-owned Class 455 train crosses the Wimbledon flyover towards Waterloo, while an Angel-owned, Siemens-built Class 444 train heads west for Portsmouth. The flyover was installed in the The role of staff in managing the station environment and customer service is highly valued by 1930s to improve the smooth flow of trains, with fewer ground level junctions. PAUL BIGLAND rail passengers, and a key part of satisfaction indicators for the South West Trains business.

commitment on reliability growth, Stagecoach was one of the companies that adapted very strong team ethos, which in which we were incentivised to do, no small part has contributed to and ultimately we gave Stagecoach well to a changing world. It retained its franchise through the excellent reliability of the fleet, commercial benefit from having grown robust financial management and went on to give the including so many Golden Spanners! the reliability; we worked together best operating performance south of theThames. ‘Colleagues who have been as a joint project team to do it. involved with the contract for many ‘Senior people at the franchise The formula of modern trains, smart stations, years report that there has been a deserve a lot of credit for that, and reliable timetables and stable management in a strong partnership across all levels of it does show that collaboratively, both organisations since 2001, when if we do put our respective heads fast-growing market has allowed SWT to double we were selected to manufacture together, we can deliver good its passengers and retain continuous ownership 785 new Desiro carriages to replace outcomes for the passenger.’ slam-door rolling stock, and to build At the end of the SWT years, of its franchise for more than 20years. the state-of-the-art depot at Northam. Paul Francis has good memories. THE NETWORK SOUTHEAST STORY, BY CHRIS GREEN, Over the years, the collective hard ‘There have been some really good FORMER HEAD OF NETWORK SOUTHEAST, INTERCITY, AND work of our Siemens maintenance and moments, we’ve done our Class VIRGIN TRAINS, AND MIKE VINCENT, FORMER HEAD OF engineering teams at Northam and 458/5 conversion project with them, MANAGEMENT DEVELOPMENT, INTERCITY. PUBLISHED the in-house team at South West Trains and we’ve brought the trains back to BY OXFORD PUBLISHING COMPANY/IAN ALLAN. has continued to drive performance. high levels of reliability. It’s always ‘We very much hope that we been a group that I’ve enjoyed VERNON BARKER, a major rail division. During that time can continue this collaborative and working with, just because I like the MANAGING DIRECTOR, I was always impressed by the Desiro constructive partnership with the new style of the people who operate RAIL SYSTEMS AT SIEMENS fleet operated by South West Trains. franchise holder. On behalf of everyone there. We wish the new operator ‘Prior to joining Siemens, my rail ‘What really has struck me working at Siemens, we wish all our friends and every success but we’ll have a career included roles as both a train with South West Trains, during my colleagues at South West Trains and thought for the previous occupants.’ operating company MD, and MD of first few months at Siemens, is the Stagecoach all the best for the future.’ n

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026-028_SWT Supplement_stakeholder.indd 28 03/08/2017 15:41 21 YEARS OF INVESTING IN COMMUNITIES or the past 21 years Stagecoach of Templecombe put into restoring the South West Trains has played heritage footbridge, which was funded Fa vital role, serving and by South West Trains, was incredible. supporting local communities across As a result that station looks really London and the South West. fantastic and is a credit to usall.’ From welcoming passengers into When the award was announced, the station as they start their journey Alison Clements of The Friends of to work in the morning, to providing Templecombe Station said: ‘We are community groups with a space to meet absolutely over the moon to have been and raise awareness for their good named the best small station in the UK. causes; South West Trains’ stations It is a wonderful achievement and the and people have played an important result of a lot of time and plenty of hard role in millions of people’s lives. work and dedication from many people to keep the station looking sofantastic. ADOPTING A STATION ‘We have a great partnership At local stations employees have been with South West Trains and we’re recognised for being an important part The Friends of Crewkerne Station - An enthusiastic group of volunteers who love and care for the station. looking forward to continuing to of their local community. Passengers work together in the future and look forward to seeing the same National Rail Awards. The station was Consequently, when the buildings on improving the station even further.’ faces every day, and are concerned recognised following the investment of the disused platform began to fall into South West Trains also works closely if someone is missing unexpectedly. thousands of pounds in the line and the disrepair, the Friends stepped in to give with more than 20 other station adoption Passengers appreciate the role that the station and the team worked closely them a much needed facelift and these groups across the network. All of the company’s people play in keeping with volunteers in the station adoption now complement the tended gardens groups help to look after the general the station running, and recognise that group, Friends of Templecombe Station. which provide a pleasing backdrop appearance of stations throughout the many staff go the extra mile to make it The group, formed by local volunteers to the new operational platform. network. Funded by the train operator, a pleasant environment to travel from. in 2010, was initially formed to restore Jenny Saunders, Head of Stations they take care of flower beds and shrubs, In 2016, Templecombe station was the gardens that had been created for South West Trains said: ‘The as well as generally keeping the stations named as best small station at the after the station’s reopening in 1983. passion and enthusiasm the Friends clean and tidy, helping them to look more

South West Trains works closely with station adoption groups. Funded by the train operator, they take care of flower beds and shrubs, as well as generally keeping the stations clean and tidy, helping them to look more appealing and enjoyable to the public. 40,000 daffodil bulbs have been planted across the network.

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Movember moustache on Class 458 train.

taking part in sponsored events were also ‘The partnership with South West able to claim a £25 donation from the Trains has also supported increased committee in recognition of their efforts. social action projects, led by young people within local communities, 20FOR20 including peer-led work organised In 2016, to celebrate the 20th by our Youth Action Board.’ anniversary of South West Trains, the company launched the ‘20for20’ MOVEMBER campaign with the target of raising The rail operator has also taken raising £20,000 for the four chosen charities awareness of important causes to of the year. As a result, hundreds of heart. In 2013 and 2014, a fleet employees took the campaign to their of 30 Class-458 trains received hearts and worked to raise thousands a makeover during November. of pounds in many imaginative ways. Moustaches were placed on the Station teams walked the length of the front of the trains in recognition of Island Line, teams at headquarters baked Movember. The Movember charity cakes and wheeled them the length and aims to raise funds to fight prostate breadth of the building, another team and testicular cancer and raise pulled on their running shoes to take part awareness about mental health issues. in a lunchtime run across London, and Movember’s Communities Manager staff at Richmond station even held a Jon Sim said: ‘We’re thrilled to see fun and fitness event on theconcourse. South West Trains getting on board As a result employees raised the and we’re excited about seeing as £20,000 which was then matched many Mo Bros and Mo Sistas on the by Stagecoach Group. Cheques for network as possible. It’s a very visible £10,000 each were presented to On display of support for our campaign.’ Course Foundation in Richmond, Active Some of the Friends of Templecombe station on the restored footbridge. Communities Network (ACN) in Havant, HELP FOR HEROES Autism Wessex in Christchurch and In 2011 a strong relationship with appealing and enjoyable to the public. to a collection of worthy causes, the Southbank Sinfonia in Waterloo in June. ‘Help for Heroes’ was forged with At some stations the groups have even set majority of which were based across the On presentation of the cheque, Julian a 50% discount offered to all their up coffee stands and book exchanges. network. A further £25,000 of tickets Wadsworth MBE, National Partnerships staff using South West Trains services. was made available to charities and Manager at ACN, said: ‘The dedication This has helped to reduce their CHARITY PANEL community groups annually, helping to and passion of the South West Trains staff overheads and ensure that their money In 2013 employees from South make a massive difference to schools, who have been involved in fundraising reached where it was needed most. West Trains teamed up with community groups and charities for ACN has been amazing and we The discount has saved the charity Network Rail colleagues to start across London and the South West. would like to thank all those involved. tens of thousands of pounds. the Alliance Charity Panel. Beneficiaries have ranged from The money raised will enable ACN to The company has also supported With an annual pot of cash Brownie and Scout Groups and mental increase provision for young people thousands of charities over the years available for registered charities, the health charities, to children’s hospices living in areas of high deprivation across who themselves are trying to raise funds committee donated £20,000 a year and military support charities. Employees Leigh Park, Havant and Portsmouth. and their profiles. Offering space at 185

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Active Communities Network. Autism Wessex. On Course Foundation. Southbank Sinfonia.

South West Trains managed stations Offering free travel to puppy parents, Later in 2014 the ‘Swanage SOME OF THE CHARITIES to hand out leaflets and fundraise has whose role it is to train up new puppies Samaritan’ special service ran from SUPPORTED BY helped them raise more than £400,000 before they are placed with their owners, Sheffield to Dorset in conjunction over the last three years alone. meant that the dogs were comfortable with East Midlands Trains. Ticket SOUTH WEST TRAINS As part of Stagecoach’s pledge to and at ease when using publictransport. proceeds and auction item funds the Armed Forces Corporate Covenant, The company has not only offered all went towards Samaritans. South West Trains for many years has free tickets to charities but has even South West Trains and its employees dedicated all of its stations to the Royal chartered entire trains to help raise have had long standing relationships British Legion for the first two weeks funds. In 2008 South West Trains with the charities and communities of November, inviting supporters to ran the Lymington to Brockenhurst across its network. These relationships, come to the station and rattle their special service to celebrate the line’s financial and gifted contributions cans for this worthy cause. The charity 150th anniversary (and also formally have all left a lasting impression on the has exclusive access to sell their launch the Lymington-Brockenhurst passengers and customers who have poppies and has raised hundreds of Community Rail Partnership) to raise become a vital part of the operator’s thousands of pounds over the years. funds for local charitable causes. heritage over the last 21 years. n Station staff have also been fully involved with many decorating their concourses and platforms with poppies in recognition of the important anniversary. The company also offers free travel to volunteer collectors, including veterans from the Royal Navy, Army and Royal Air Force participating in London Poppy Day. On National Reserves day in 2017, all of Stagecoach’s reservists were invited to Waterloo station to be recognised for their commitment to the armed forces. The team of 25 gathered at the station with the Ministry of Defence’s Lieutenant General Richard Nugee, Chief of Defence People.

CHARITY TRAVEL In 2014 South West Trains struck up a relationship with Canine Partners, a Hampshire based charity providing South West Trains has offered travel opportunities to Canine Partners, a Hampshire trained dogs to people with disabilities. based charity providing trained dogs to people with disabilities.

On National Reserves day in 2017, all of Stagecoach’s reservists gathered at Waterloo station.

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TERRY JOHNSON, TICKET OFFICE would get on the phone to call up MICHELLE KYNASTON, SENIOR E KOBBIE APPIAH, TRAIN CLERK AT LONDON ROAD Clandon – the next station on the OPERATIONS AND SAFETY DRIVER (JOINED BRITISH ‘I am proud to have been delivering line to pass the message on. They TRAINING MANAGER RAIL IN FEBRUARY 1995 customer service to rail passengers for would then inform Horsley and so on ‘I’ve worked for Stagecoach South AND JOINED STAGECOACH the past 29 years. For 21 years, I have until it reached the end of the line. West Trains since 1999 and one SOUTH WEST TRAINS’ NEW been with Stagecoach South West ‘If I wanted to get messages out to thing that particularly stands out FRANCHISE IN 1996) Trains and I have genuinely enjoyed passengers on the platform I would use for me was our period working ‘My role has brought me a lot every single day - my passengers a battery-powered tannoy system. within a “deep alliance” with of satisfaction, which has got and colleagues will testify to this. ‘Nowadays everything is automated our partners at Network Rail. me out of bed in the morning ‘The biggest changes I’ve - customer information screens, ‘As part of this, South West Trains over the past 21 years! noticed have been around the station announcements, timetables. drivers were part of an innovative ‘As well as driving trains, I am computerisation of everything we Passengers can often get hold of project to drive the MPVs (rail also an instructor and have trainee do. When I first started, the job information at the same time as us, so treatment trains). It meant our drivers drivers with me in the train cab. I was a lot more complex and we the dynamic has certainly changed. were able to treat the railheads love hearing about their career couldn’t rely on anything digital. ‘I’m sure there will continue to be for our Network Rail colleagues progression once they have qualified. ‘If I was notified of a delay or many more changes in the years ahead during leaf fall and icy weather. ‘I have lots of happy memories cancellation of services by my and I look forward to embracing We were working together as one about the people I’ve met and colleagues at Guildford station, I these as I have always have.’ railway, which was great to see’. worked with throughout the years.’

A warm greeting and interaction with regular customers at South West Trains’ stations fulfil a vital role.

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DRUSILLA HODGES, CLERICAL OFFICER AT WORPLESDON STATION ‘I’ve worked as a Clerical Officer at Worplesdon since the year 2000, so I’m on my second decade already. ‘Although a lot has changed over the years in terms of processes and the way we work, the core part of what we do has remained a constant. I’m there to provide a warm greeting to everyone who visits the station. ‘I’m glad we have managed to achieve this as a team and this was recognised by the fact that over the years we have won best small station of the year award on three separate occasions.’

PHIL DOMINEY, STAKEHOLDER MANAGER Partnerships with the Department for Transport, Transport for London, local authorities and other ‘When I first became a Station stakeholders have brought unprecedented levels of funding into stations. This is the new station at Fleet. Manager in the early 1990s, we had no computers, mobile phones or digital starters as a mentor. I have always A DIVERSE WORKFORCE devices. All correspondence internally enjoyed this part of the job and and to our passengers was done by seeing members of staff develop Stagecoach South West Trains and languages from different hand, or typewriter if you were lucky! over the months and years. has always sought to reflect the continents spoken by staff, which If an incident occurred out of hours, ‘I also love the fact that over communities it serves. It’s no surprise has resulted in real diversity of life we were beeped by pager, which the years I have got to know my then that at the end of its franchise, it experiences in the workplace and was the height of sophistication. passengers who travel through has a female Managing Director in increased understanding of the ‘On my first day on the job I had Clapham Junction station. Many Margaret Kay, four female directors communities right across the network. to deal with clearing a body off of of them are like family and I and 14 heads of department in roles Workshops are conducted across the line, attend a broken rail incident know them by their first name!’ that have traditionally been dominated the company to explore issues of and take control of a failed level by men, including Head of Drivers, ethnic, cultural and gender diversity crossing incident. The chain of care MICHAEL PUGH, CUSTOMER Head of Resourcing, Head of Stations, and there is a dedicated Diversity was very different back then and I EXPERIENCE MANAGER Head of Safety and Environment, Action Group that organises reported back on duty the next day AT WATERLOO STATION Head of Financial Services and cultural awareness events across with very few questions asked. ‘Since I joined Stagecoach South Head of Fleet Engineering. the network. The Group has helped ‘As an ex British Rail and Network West Trains, we have come a In the 21 years operating the celebrate Chinese New Year, Diwali, South East member of staff, I still have long way in improving the overall franchise, there have been many Carers Week and Mental Health the same passion for the railway and customer experience for our different nationalities represented Awareness Week in recent years. enjoy looking out for colleagues and passengers. You only have to look stakeholders whilst maintaining the best at the way we interact in real-time possible service to our passengers.’ with queries on social media, and how we have introduced new ANDREW FAIRBANK, HEAD OF technologies such as iPads and ON TRAIN SERVICE (GUARDS) smartphones to front line roles. ‘I’ve been on the railways almost 40 ‘During my five and a half years now and have enjoyed every years with South West Trains the minute of it. My first job was as a meritocratic approach to staff Clerical Officer in Bristol organising development has taken me from charter trains and excursions for the working in the ticket office as a Western region of British Rail. I joined Clerk at Bournemouth station, to South West Trains in 1996 and have the Prosecutions Department in worked, among other things, as a Southampton, then Lost Property Retail Manger at Woking, Area Manager, and now to my current Manager at Waterloo, Head of role as Customer Experience Retail Delivery, Head of Stations, Manager at Waterloo station. Head of Control and now I am the It’s been quite a journey!’ Technology has transformed ticket purchasing in the 21 years of South West Trains. Head of On Train Service (Guards). ‘It is this variety of work that has kept me on my toes and keen to embrace change to keep things improving for our customers.’

ANTONIA UGBAJA, RAIL OPERATOR AT CLAPHAM JUNCTION STATION ‘Over the years I have worked with uncountable numbers of new Terry Johnson. Drusilla Hodges. Antonia Ugbaja.

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Phil Dominey.

Michael Pugh. No one could have forecast that passenger journeys would have more than doubled over 21 years.

MALCOLM PAGE, STATION DEVELOPMENT MANAGER Stations remain a key part of the passengers’ journey experience. Through the last 21 years, South West Trains has overseen the development and transformation of stations. So what were some the challenges and opportunities Malcolm Page. that have occurred during this period? ‘The biggest challenge that no extending canopies, replacing one could have forecast at the start waiting shelters, provision of decked of the franchise was that during 21 car parks, secondary staircases to years passenger journeys would have ease congestion, and the installation doubled to 230 million a year across of CCTV and help points across the the network. This has placed great strain network. The future continues to look on a station portfolio that in many cases bright as new technology such as hadn’t changed for over 50 years. It LED lighting is introduced, and major quickly became apparent that stations developments such as the Solum project needed to change and that this could at Twickenham commence. The journey only be undertaken in partnership on stations continues to develop.’ with stakeholders, Department for Transport, Transport for London, and JOHN DENYER, HEAD OF FLEET local authorities. As a result we’ve been John has been on the railway for no less able to invest unprecedented levels of than 48 years, and has held 12 different funding into stations, resulting in a step posts during that time, starting as an change in the type of facilities that we apprentice electrical and mechanical were able to provide our customers. fitter with the Southern Region of ‘A mixture of new projects have British Rail in 1969. His career has all contributed to a modern estate - progressed through teaching engineering ranging across retail outlets, transport apprentices, depot engineer posts, The train driver has a critical role in ensuring interchanges, replacing life-expired and fleet management and reliability a safe and reliable service for customers. stations, doubling of cycle facilities, responsibilities, as all the while the South West Trains fleet has been transformed. A FINAL WORD FROM LEADING TRANSPORT WRITER ROGER FORD, ‘I never had a formal interview for any INDUSTRY & TECHNOLOGY EDITOR OF MODERN RAILWAYS: role except at the beginning for my ‘As I have tried to show in the ‘This includes depots turning out ‘All of this has depended on apprenticeship. It was always, “right, “Masters of the Everyday Railway” the most reliable trains on the network South West Trains’ 5,000 staff, get in there and start working”.’ article in this magazine, in its night after night, integration of control, and it is so impressive to read in the He has always been pleased 21 years and six months under not being afraid to introduce a radical preceding pages of their commitment to see promotion from within and Stagecoach, South West Trains has new timetable to reflect changing and enthusiasm to keep making enjoys seeing other people moving shown that the key to a successful demands, rebuilding existing trains the difference for customers. up, ‘which is probably a result from franchise lies in mastering the to create more capacity, while ‘And, as I said a few pages my training days’. What has kept him basics of running a railway. I have putting in more staff on the platforms back, all these individual efforts are going, he believes, is ‘A combination always believed that unless the to speed alighting or boarding aimed at producing the “invisible”, of good companies, good people, engineering and operations are right, at busy stations and making the predictable journey that the passenger, and loving the work. I’ve got the same no railway is going to succeed. stations good places to be. hopefully, doesn’t notice.’ enthusiasm now as I ever did.' n

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