ANNUAL STAKEHOLDER REPORT 2013-14

Page 02 CONTENTS

Foreword: Mark Hopwood 03

Welcome: 05

Customer Service Improvements 06

Great Western Investment Projects 10

Station Improvements 12

Flooding 14

Performance 16

Meeting Our Corporate Responsibilities 18

Awards 20

Passenger Focus 21

Community Rail Partnerships 22

Investments 27

Page 03

FOREWORD

Welcome to this our first annual report to stakeholders in our new franchise.

This report is a new initiative, and to keep our customers moving and introduced to bring you more to rebuild the railway more quickly than we believe information about our plans and our even Brunel could have envisioned. progress. It is an open and transparent document including feedback from This document will tell some of the story of the you, our partners and stakeholders. floods. It will also tell you more about how we work It also includes contributions from as a business, how we value our staff and how we Network Rail, a key partner in our are committed to delighting our customers. delivery of an improved service for our This document is not your usual annual report. customers. Within it you will not find financial reports, or lists of It is also an opportunity for us at First Great KPIs. What you will find is an honest assessment of Western to say thank you for your support in what how we have done, and what we plan to do next. has been a very interesting, and challenging, year. I hope you enjoy it, because without you, our partners, we could not have made it possible. The new franchise began in October 2013 and got off to an encouraging start. We were able to meet First Great Western thrives on our partnerships with our promises to provide new services, more seats the communities it serves. We believe in working and better stations. We’ve also signed contracts together and again I want to personally thank you and started work on introducing free WiFi on all for all the help and support you have given us and our High Speed Trains, a further 3,000 Standard our customers this year. Class seats, consultation on a revised timetable for services from to the South West for Best wishes December and refurbished First Class carriages.

All this happened while we also dealt with the worst flooding and storm damage seen by any part of the UK railway since it was built. Mark Hopwood Managing Director You will no doubt have noticed our new Greater West campaign featuring the indomitable . Together with Network Rail we invoked his spirit at Maidenhead, Oxford, Somerset

Page 03 Page 04 WELCOME FROM PATRICK HALLGATE

There’s no such thing as a “quiet year” on the railway, but the last twelve months have been busy, even by our standards.

The storms of February thrust us into to find any trace of the cramped, dark environment the public eye for reasons we would it once was – but hundreds of other projects across happily have avoided – Dawlish, the region are also making themselves felt. Bridgwater and Maidenhead all made the headlines. However, as an All this £7.5 billion-worth of work has to be done industry we rose to the occasion and around a running railway which sees passenger accomplished a recovery to be proud numbers rising daily. The passenger experience of, and confounded the doomsayers. is still not what it should be, and here again teamwork is vital. Neither Network Rail nor the That recovery was only made possible by the kind train operators can solve the problem on their own, of teamwork which has become a hallmark of which is why we have agreed a ten-point plan with the relationships between Network Rail and Train First Great Western to take action. The transfer of Operating Companies across the country, and First management of Reading and Bristol Temple Meads Great Western is at the forefront of this process. to Network Rail further allows each organisation From managing passenger displacement in to play to its strengths – Network Rail to manage and Somerset, to brainstorming answers to flooded major stations and First to focus on customer signalling, we have worked very much as one team, experience. with positive outcomes for passengers and UK PLC. The year just gone gives us many reasons to be Sometimes it takes a disaster like Dawlish to proud, and to welcome the challenges that lie remind people just how much this country relies ahead in CP5. I look forward to working with on the railway. Complaining about the railway is First Great Western to transform the railway almost as much a British pastime as complaining across the region. about the weather, but when it’s taken away, the sense of shock is palpable. The current historic level of investment in improvements reflects that importance, and in the past twelve months we’ve started to see very obvious changes on the route. Reading Station is the most prominent – having Patrick Hallgate Route Managing Director, Western Route opened the new building at the very start of the Network Rail year, the new platforms are now in use and it’s hard

Page 05 CUSTOMER SERVICE IMPROVEMENTS

The last 12 months have seen many positive customer service improvements – all with the aim of delivering better, faster and more efficient services to our customers.

MORE STAFF We have made a significant investment in hundreds of new staff to help us deliver more punctual services and improve customer service. Between January and April we recruited around 300 people for roles in Operations, Engineering and at our Headquarters. They included 71 new drivers, 45 conductors and 32 customer hosts as well as more ticket examiners, technicians and gateline assistants.

In May, 32 new Customer Ambassadors We have recruited more staff, introduced new completed their training and began offering a services and increased capacity with more more personal service to customers. It follows Standard Class seating. the success of 16 colleagues whose roles were There is much more to do and we are determined to created in 2011 when customers told us they keep momentum on improvements throughout the wanted to see more staff who could assist them at current franchise period. This includes provision of some of our busiest stations. WiFi on our long distance services. Something our Now, thanks to the increased recruitment, we have stakeholders have told us is essential for customers increased their locations from three stations to 12. using the train for business or for pleasure. On his first day, one Ambassador, Kenny Bucchaan, We were pleased to maintain our National was praised by a customer who completed a ‘Tell us Passenger Survey satisfaction score of 80%, but your view’ card. Linda Gough from Swansea said: would have liked to see it increase. Performance, “This is an excellent service for passengers. It makes the biggest driver of customer satisfaction, was the journey so much easier and saves time trying to affected by the very severe weather conditions in find the correct information. I would like to mention spring and last winter. Infrastructure challenges Kenny who has been particularly helpful today.” have also been an issue and we have worked hard, As well as employing more people, we have alongside Network Rail, to improve punctuality and continued our support for apprentices. We reliability. believe in giving young people a chance at a We are determined to raise service standards long and fulfilling career. We were the first train further, by continuing to improve and invest in the operator to offer apprenticeships to 16-18 year service we offer our passengers. olds which complements our existing engineering

Page 06 “The apprenticeship opened the window to my future. Without it I wouldn’t be stood here today, but thanks to the wonderful colleagues behind the scheme, we all are.”

Former apprentice, Liam Hutchison, now a Train Manager

apprenticeships. We know we are getting it right Duncan Hames MP Chippenham selling tickets to a passenger - first of the new TransWilts weekeday services by the number of apprentices who complete the programme and take full time work with us, creating well-trained, highly-motivated individuals that we don’t want to lose, and who don’t want to leave us either. NEW SERVICES To keep that level of satisfaction we are enhancing Partnership working really works. In Wiltshire the programme by putting our apprentice scheme we have this year introduced eight additional forward as FirstGroup Trailblazers in the Transport services a day for the TransWilts route, linking sector, developing further learning opportunities for Swindon to Westbury via Chippenham, Melksham both new and existing employees through NVQs and Trowbridge with trains running every two and Institute of Railway Operator (IRO) qualifications, hours on weekdays and weekends. Launched in employing more apprentices this year than last, and December the services were only possible through continuing that trend in the future and creating an a partnership between First Great Western and amalgamated framework across our schemes. Wiltshire Council, ably supported by the Swindon and Wiltshire Local Enterprise Partnership and the Being a good employer is a big part of our ethos. TransWilts Community Rail Partnership. Working That means operating safely, investing in staff with together on a bid that covered rail services and excellent training and empowering our people station improvements, Wiltshire were able to to play a full role in the business - helping us to secure a Local Sustainable Transport Fund grant of help customers, and to promote the communities £4.25m from the government which will keep the we serve. We work with Investors in People and service running for three years. hold the Silver Status Award, and this year were delighted when the First Great Western Human Again through close partnership, we were able to Resources team won Team of the Year at the 2013 add six extra trains a day on the to . Railway People HR, Recruitment & Skills Awards. In December we added four extra services between and (also calling at Torre and ), and a further two additional stopping services between St Davids and Paignton.

“I have an interest in transport The improved service is thanks to Citizens’ Rail and doing an apprenticeship in – the EU project to develop local and regional railways in the UK, France, Germany and the this is beyond imagination. Netherlands. Along with the extra trains, the project I’d definitely recommend this will also see improvements made to stations on the Riviera Line between Paignton and Exeter, a apprenticeship, it’s like a dream, major marketing campaign, work to involve the and I’m living the dream.” community in the line and a new officer employed at the Devon and Rail Partnership to coordinate activities.

Former apprentice, Frederick Ellis, now Gateline Assistant

Page 07 Local partners in the project – which is 50% funded MORE SEATS IN STANDARD by the European Union’s inter-regional funding Addressing the need for increased Standard Class programme – include Devon County Council, seating has been one of our key objectives in the Torbay Council, First Great Western, last 12 months. On day one of the new franchise University and the Devon and Cornwall Rail we declassified First Class seats on many of Partnership. our turbo services. But we always wanted to do Cllr Andrew Leadbetter, Devon County Council more and in March we secured agreement with Cabinet Member for Economy and Growth, said: the (DfT) to increase “We know from local experience that having more Standard Class capacity on all First Great frequent trains is key to attracting new passengers. Western’s High Speed Trains, by converting some We hope that, as patronage grows, services of our First Class carriages. can develop to meet our aim of two trains an hour between Exeter and Paignton. Working in partnership in this way provides the best opportunity to achieve this.”

Torbay Council’s Executive Lead for Highways, Transport and Environment, Cllr Ray Hill, said: “This is a major step forward for Torbay’s railway, the Riviera Line. We welcome the extra journeys made by the additional train, which complements the work already undertaken between Torbay Council and First Great Western, providing improvements to the appearance of the stations. This is a joint investment of around £13 million with the DfT funding the additional Standard Class We have helped our partners at Devon and Cornwall capacity and FGW funding a refresh of our First Rail Partnership, Torbay Council and Devon County Class environment. This partnership approach will to secure European Funding to provide the extra deliver almost 3,000 more Standard Class seats for frequency and capacity that they wanted to see, customers across the network. along with a programme of station investment and work to develop a volunteering programme to The conversion means that on 35 of our High support the use of rail in Devon and Torbay. Speed Trains we will be taking a First Class carriage and converting it into a Standard Class. In addition Capacity remains a challenge and there is a limit to to the extra seats, we have listened to customer what can be done within the confines of existing feedback and these carriages will also have more rolling stock. We keep looking for opportunities 4-person tables. The other 18 High Speed Trains however and during the year we were also able to will have a First Class carriage converted into a introduce a new 20:18 Paddington to Reading composite carriage, half Standard and half First, service calling at Maidenhead and Twyford. We also with the saloons fully divided with a door. accelerated a key evening peak service providing a faster train at 17:42 from Paddington for Swindon Work has also started on the installation of WiFi and Didcot customers. Double tracking of Swindon throughout our High Speed Train fleet and on our to Kemble will mean the service is faster again later Night Riviera Sleeper services. Already offered free this year. of charge on our Class 180 trains serving Oxford and the North Cotswolds we are delighted to now be rolling the programme out to all our long distance services.

We know from our regular contact with stakeholders that delivering this key aspiration will be a boon to business travellers. It will help in discussions about connectivity, promoting the opportunity to work while travelling.

Page 08 NEW TICKET DEALS - SAVING MONEY COMMUNICATING WITH The Rail-Fly ticket was the first ‘through-ticket’ of CUSTOMERS its kind in the UK. The partnership between First In the New Year we brought our Twitter team Great Western, Singapore Airlines and Heathrow in-house to provide a more bespoke service Express enables our customers to arrange rail travel delivering immediate responses and information. from 11 of our stations to Heathrow via Paddington, This followed customer praise for our team and and their connecting Singapore Airlines flight to requests for more updates. When storms closed Singapore and beyond, all in one booking. Dawlish station in early February we saw an This ‘interlining’ approach means that destinations instant upsurge in the number of people wanting without direct links to the tiger economies of Asia information. This was compounded by flooding and Australia, now appear as an easy link on on the Somerset Levels, at Hinksey in Oxford, ticket booking websites. We have been delighted in Penzance and in the Maidenhead area. With with the early success of the product and want demand for information so great our Twitter team to expand to more airlines and more First Great began operating 24 hours a day. The service was Western destinations. so successful it has continued. The team now work a shift system dealing with between 15,000 and We think it is a great opportunity to promote the 20,000 tweets every four weeks. @FGW now has economic benefits of rail and air and we are not the almost 100,000 followers and we have used that to only ones, with the scheme winning the Integrated promote Great Offers where we have competitions Air Rail Partnership at this year’s Global Air Rail to win free or discounted tickets. Awards. In all customer feedback we regularly hear that It also fits well with our continued support for passengers want to be kept up to date with what Western Rail Access to Heathrow which will be we are doing in terms of their local services and another great boost with faster journeys to and local station. When we began work on the £800m from the airport. redevelopment of Reading station we published a free newsletter updating customers and staff on the We launched mTickets in September. They are a progress. That proved so successful we decided to new mobile ticketing service allowing customers produce a new regional publication called to use their mobile phone or tablet as a ticket Station that would inform customers on what is machine. Customers can download the application News happening in their local area. The first issue was to a smart phone/device and instantly purchase published in May and we have distributed 80,000 tickets for use with any train operator. copies across 22 stations. First Great Western Advance Purchase tickets are displayed on the phone’s screen as an encrypted bar code to be checked by train managers or gate line staff – turning your phone into a mobile ticket machine.

All other tickets purchased on the app can be simply and quickly collected from any station ticket machine using the unique reference number sent to the customer’s device.

To help support customers further, FGW this year teamed up with Nectar so that any tickets (whatever the journey) now purchased on www.firstgreatwestern.co.uk will include Nectar points. Another first for the rail industry it again means we can say thank you to our customers for travelling with us.

Page 09 2014 2014-2015 GREAT South Cotswolds Upgrade Reading Redevelopment The £45m South Cotswolds upgrade Phases scheme will improve the 12.5 mile The £800m redevelopment of Reading WESTERN stretch of railway between Swindon station is due to complete this year. The and Kemble by redoubling the line, new elevated railway that will put an end upgrading line crossings and installing INVESTMENT to the bottleneck through the station will Reading additional signalling. come into use in January 2015. All track PROJECTS The scheme will reduce delays and give work west of Reading will complete in increased capability for future service summer 2015. growth on the route. The massive investment in this scheme has seen the station undergo a major Crossrail transformation that will improve customer journeys today and in future. Together with Network Rail and other key partners, Cotswolds Upgrade all of us at First Great South Western are working on building a Greater West

for our customers and the Programme Express communities that we serve. Intercity

This is more than a glib statement, it is supported by the almost £7.5 billion of investment that Great Electrification Western Main Line (GWML) will benefit from over the next five years. This is a most exciting time to be involved with the train operating

company running the largest, most Electric Spine diverse railway in the UK and the The beneficiary of the biggest investment since the days of Brunel.

All of us will benefit from the Rail West East development of a railway equipped to meet the needs of the 21st Century traveller. Whether we support major investment schemes that Beyond increase capacity and accelerate 2019 journey times across key cities, work on programmes to introduce faster trains, route and station 2014-2016

improvements or simply use these & free WiFi capacity, refresh New and Improved Stations services to go to our places of More work or leisure- we are all building a Newcourt Station Station Improvements Greater West. A new £1.5m station, supported by Devon The Department for Transport has County Council, will serve the Newcourt provided almost £5m to fund National housing development in Exeter, opening Station Improvement schemes on the Improved Improved New and Stations before the end of 2014. Newcourt station between will be on the branch line between 2014 and 2016. In addition, this year Digby & Sowton and Topsham. The proposal we are looking to complete an Access is to call services at the new station from for All ramp at Keynsham station as December. The station will serve the 3,500 well as a lift bridge at Theale station, new homes to be built in the area, providing to complement the new ticket office a sustainable travel option for residents and recently built there. visitors and reducing local road traffic.

Page 10 2017 2017 2019 Intercity Express Electrification Crossrail Programme (IEP) Before we can introduce the new faster, £2.1bn will be spent on track, signalling quieter, higher-capacity electric trains, and enhancing the 14 stations between From summer 2017, the new electric 235 miles of track on the Great Western Paddington and Reading that will make up the Hitachi Rail Europe Intercity Express Main Line will be electrified. Crossrail western route. Trains (IEP) will begin to replace most of

Reading the current fleet of HST trains. Services Once Crossrail services begin to run between will run from London Paddington to Reading and Abbeywood and Shenfield, they Bristol, Cardiff, Swansea, Oxford and will enable an additional 1.5 million people Worcester. 2019 easier access to London’s key employment, These faster, higher capacity trains The Electric Spine business and leisure districts within 45 will carry more passengers to their minutes. An estimated 200 million passengers Crossrail destinations more frequently. This major initiative provides an will travel on Crossrail each year. electric railway from Southampton to the Midlands and the north of England via Basingstoke, Reading, Oxford and both Bicester and Banbury.

Cotswolds Beyond 2019 Upgrade South Our unrelenting commitment to improving rail services goes beyond the here and now. We are already working with industry partners on proposals to deliver new and improved Programme

Express stations and better, more direct journeys, with Intercity greater capacity, for future customers.

Oxford Master Plan This is a scheme to completely redevelop Electrification Oxford station, to increase station capacity, improve passenger facilities and create a multi-modal interchange with access to the city centre and Oxford West End. It is being

progressed with Network Rail, Oxford City Council and Oxfordshire County Council. Electric Spine The Bristol Redevelopment Plans are underway to complete a major redevelopment of Bristol Temple Meads station from 2019. The scheme will improve capacity; reduce congestion and meet Rail West East projected demand. MetroWest is a phased scheme that aims to provide new lines and services in the Bristol area working with Network Rail and local councils. The aim is to complete the first Beyond

2019 phase by 2019. The full scope of the project is still to be agreed. 2014-15 2019 Western Rail Access

& free WiFi Programme capacity, refresh More Capacity, Refreshed First East West Rail More The plan is to deliver a direct rail service from Class and Free WiFi This project aims to establish a strategic Reading via Slough, to Heathrow Airport without We will be increasing Standard Class capacity railway connecting East Anglia with Central, needing to call at Paddington station, from on our High Speed Trains (HSTs) by converting Southern and Western England. Schemes 2021. The programme, currently subject to some First Class carriages to Standard. All of the like this mean that Oxford station will grow planning permission would provide additional Improved Improved New and Stations HSTs will retain one and a half carriages of First in importance over the next few years as the capacity to existing rail services, deliver quicker Class seating. We will invest in a refresh of First route will need to support planned increases services to the country’s busiest airport and Class accommodation. By the end of 2014, we in service provision. boost economic growth. will provide free WiFi on board our HST fleet and The project will involve constructing and We are working with Network Rail, Department Night Riviera Sleeper services. upgrading disused rail track on the route for Transport, Slough Borough Council and between Milton Keynes and Oxford. Heathrow Airport among others to progress these plans.

Page 11 STATION IMPROVEMENTS

Our stations are the gateway to keeping people moving and communities prospering. They are the first thing that leisure and business travellers see when they arrive in a new town or city.

They need to be clean, bright and easy to use, so that we give the right impression to visitors and make sure our customers have the best start and finish to their journeys. We want our stations to welcome our customers and make travel as easy and stress-free as possible.

This is why we are constantly improving them.

In the last 12 months we have worked with the Department for Transport, Network Rail and local partners, spending millions improving access, putting in lifts and bridges, building new shelters, BATH SPA STATION waiting areas, improving seating, upgrading toilets, Bath Spa station was this year named Best building new cafes and retail units and creating International Station of the Year at the annual additional parking spaces. International Station Awards. The award focuses both on the customer service at the station and We could not have done it without joint support, the environment. At Bath we have worked closely albeit that we also invest in our own programme of with Bath and North East Somerset Council to offer minor works and every day care and repair. the best possible facilities while retaining all the Our approach and expertise meant that this year heritage features. This included a further £500,000 we were able to deliver the UK’s biggest Station investment this year in the ticket office. Commercial Project Fund development with the Throughout improvement work to Bath Spa £13 million improvement work to Bristol Parkway we have worked closely with Bath and North station car park. The work means an additional East Somerset Council, making sure the station 710 parking spaces created at this thriving station. complements the Council’s work to preserve Bath’s Previously the car park could accommodate 1,100 World Heritage site status. vehicles and was regularly near capacity. We were therefore delighted that the Chairman of the Council, Cllr Neil Butters marked the award of Best International Station of the Year with a civic reception for the station team.

Page 12 STATION INVESTMENTS

STATION SUMMARY New lifts, passenger bridge and accessibility improvements, St Austell North Station improvements

Improved links to the city centre, Improved lighting, signage and Plymouth pedestrian access New subway, toilets, waiting room and concourse

Bristol Temple Meads Additional ticket machines and toilets

New gatelines and improved booking hall and Didcot Parkway ticket office facilities

Swindon New lifts and accessibility improvements

Cheltenham 57 new parking spaces

Keynsham Improved accessibility, access ramp

Bath Spa New ticket office and facilities improvement

Bristol Parkway New multi-storey car park with 710 additional parking spaces

Hayle station Access improvements

Additionally we have carried out work at 22 Investment in smaller stations, especially on smaller stations across the whole of our network rural lines, but also on key commuter routes in to introduce more accessible waiting shelters and the London and Thames Valley helps to convert toilets and improved seating. motorists to rail users. Key to this modal shift is often the provision of good information and the knowledge that help is at hand, even where stations are unstaffed.

Page 13 FLOODING

The suspended broken rail line at Dawlish remains one of the iconic reminders of the worst winter storms experienced in the UK in more than two decades.

Overnight on 4 February the seaside town of Dawlish experienced such a battering that the coastal wall collapsed, taking with it part of the railway track and station platform. It was an event that marked the beginning of what was to be one of the most challenging months ever on the Great Western network.

Network Rail, together with support from First Great Western, has worked tirelessly to restore a service to the thousands of passengers who travel along the route.

On 5 February a service was restored with buses replacing trains that would have run on the damaged line between Exeter and Newton Abbot. Exactly two months later Dawlish station reopened

Page 14 and the line was fully restored. Shortly after the sea wall collapsed at Dawlish the Prime Minister David Cameron went to see for himself the damage that PROFESSOR was caused.

Mr Cameron said while it was sensible to explore FRANK CHAMBERS an alternative route, the Government was CHAIR, TRAVELWATCH committed to the coastal line: “It’s an iconic piece SOUTHWEST of Britain’s infrastructure. It’s an incredibly beautiful stretch. Of course it has been challenged by the weather but we are bringing all our resources to bear to make sure it can be up and running and work for the entire peninsula.” “This is my first year as Chair It wasn’t just Dawlish affected by the storms, further down the line at Penzance the track soon of TravelWatch turned into a river. Waves hammering the Cornish SouthWest (TWSW). town were recorded to be 90ft. With damage to What a year! In my the sea wall at Penzance the line soon became day job, I research inoperable for a period of time. and teach ‘Climate Change’, emphasising to students that ‘Climate is what you expect; but weather is what you get’. Well, we certainly got some unexpected weather this winter!”

“TWSW acts as a critical friend to First Great Western. We comment on planned remedial measures during engineering work. Our members’ local knowledge has helped shape bus replacement services, and passengers have benefited from improved timetables. FGW has At the same time flooding in Somerset Levels an open approach to working with us, and their restricted train services into Devon and Cornwall. willingness to share information helps to provide Then later the following week rising groundwater more suitable services for passengers. at Waltham, between Maidenhead and Twyford, knocked out a three-mile stretch of signalling and It is not always been possible to plan ahead of safety equipment meaning we could only run a fifth course. This year’s line closures in Somerset, of the normal services into and out of Paddington. Cornwall and at Dawlish, caused by the severe At Hinksey near Oxford the rail line was flooded in a weather, led to considerable disruption. In some section of track notorious for water logging. respects the rail industry was insufficiently prepared to deal with the immediate aftermath. But despite the challenges spirits were raised by However, throughout, FGW kept in close contact the support of customers and partners who went and made sure we were kept fully informed of out of their way to help in such an unprecedented developments, including the timing of restoration situation. of rail services. Ian Mundy, Interim Station Manager at Dawlish Working with FGW requires us to be challenging; it during the closure of the station, said: “The railway is rewarding when FGW listen, and when together is very important in this part of the world and I we can make a positive difference for passengers.” had a lot of people from the community, outside the station who offered their support. People like Town Councillors contacted me to see if they could help in any way. It’s a much wider team than just the staff at the station who have helped us come through this.”

Page 15 PERFORMANCE

Above anything else, our customers need us to deliver a reliable train service. The performance of our train services is the most basic factor for delivering great customer service.

the end of 2013 and early in 2014. Together with FGW PPM From 01/04/2006 until 26/04/2014 Network Rail we analysed each delay and put 100% Period PPM together a remedial plan to address the key issues. PPM moving annual average 95% This included seconding First Great Western staff to Network Rail. Something we were pleased to 90% do and a very clear demonstration that we see performance as an issue we must tackle together. 85% PPM (%) Since the plan went into action delays have reduced, 80% and continue to do so. We need to keep the focus on reliability and we will. Our customers rightly expect 75% every train to be on time, all the time, and so do we.

P01 2006-2007 P01 2007-2008 P01 2008-2009 P01 2009-2010 P01 2010-2011 P01 2011-2012 P01 2012-2013 P01 2013-2014 P01 2014-2015 MAINTENANCE OF TRAIN SERVICES Year We need to be constantly vigilant and maintain high standards and regular investment in our trains. All our rolling stock is in regular use and any failure will This is why we put such focus on identifying the affect our service and impact on customers. Our causes of delays and putting improvements in High Speed Trains this year started a programme of place. We cannot do that alone and work closely heavy maintenance and we are improving our turbo with other Train Operating Companies including services with the addition of accessible toilets. Freight Companies and Network Rail to keep driving down delays. Our depot teams work hard to keep their trains in great condition, even when facing the most As the graph shows annual punctuality and challenging conditions. This year our Laira, reliability is now up to 88%, from a low point of Plymouth depot was cut off by the sea wall 75% in 2006/7. Performance remains much better collapse, yet the team there still turned out their than the low point, however the impact of the best ever performance results for the High Speed severe weather and some of the project work to Train fleet. This was in no small way due to the rebuild the network has made it harder this year team’s willingness to work away from home and to maintain and improve punctuality levels. This is to over 100 train movements made by road that why, together with Network Rail, we developed a meant the depot and the team could keep up their plan for improvement. work programme on all our High Speed Trains. This was not just about responding to the flooding and severe weather. There were other problems that caused too many delays for customers over

Page 16 JANET COOKE LONDON TRAVELWATCH

“We meet with First Great Western to discuss planned investment work in London and the inner Thames Valley, as well as to monitor current performance.”

INFRASTRUCTURE IMPROVEMENTS “This year this has meant reviewing plans to keep NETWORK RAIL rail services running with as little disruption as possible during the Crossrail, electrification and The dramatic collapse of the sea wall at Dawlish re-signalling works on the Great Western main in February 2014 brought rail resilience into the line. This exciting work will bring a welcome foreground, and when combined with the flooding in improvement in capacity and convenience for Somerset and at Maidenhead illustrated the extent London rail users once complete. of the challenge Network Rail faces in keeping the railway functional. However, major events such as During the work, it is essential that people are this are the tip of the iceberg: every night engineers kept informed about changes to their journeys, are working at hundreds of locations, maintaining and that every avenue is explored to keep and upgrading track and signalling. disruption to a minimum. We known that this is something First Great Western aim to do and Signalling failures remain a major source of we will be pleased to put forward the passenger passenger delays, which is why Network Rail is perspective as plans in this area are developed. spending £350M to upgrade the signalling system across the region. Some of this is as simple as Capacity on peak time trains remains a key issue replacing incandescent signal bulbs with LEDs, of concern for passengers in the London area, which last up to 100,000 hours between failures, who have long suffered from overcrowding. We but much of it involves removing 1960s-vintage are pleased that our long standing calls, based machinery and installing modern electronic controls. on our research amongst passengers, to create extra standard class seating, by declassifying The safety considerations of signalling mean that some of the first class seating in the ‘turbo’ trains major resignalling of any one area is a critical task used on shorter distance routes has been taken which needs to be carried out in one pass. This up. We also look forward to the extra capacity often means a Bank Holiday, Easter or Christmas, to be provided by the new Intercity trains. There when we may need to reduce the availability of is more to be done however, and we will keep the line for passengers. We work closely with working with First Great Western to make the First Great Western and other Train and Freight most of current rolling stock while we await the Operators to make sure that our work is carried out arrival of Crossrail and to ensure that passengers with the minimum disruption. experience no drop in service levels during the We are working to gradually transfer all signalling transition of suburban services from First Great on the Western Route into a single state-of-the-art Western to Crossrail. centre in Didcot, allowing more flexibility in managing We look forward to working closely with First traffic and countering delays, and the major track Great Western in the coming years to address works which still remain at Reading will reduce the particular issues affecting passengers in the conflict between trains around the station, smoothing London area.” movement on one of network’s busiest stations.

Page 17 MEETING OUR CORPORATE RESPONSIBILITIES

We have a responsibility as a business to reduce our impact on the environment and to support the communities we serve.

We take this seriously and are constantly working REDUCING OUR to improve our programme. This means checking ENVIRONMENTAL IMPACT that what we do is working well, and this year Building on our existing programme of recycling we were delighted to achieve Silver Status in our and diversion from landfill this year we have Business in the Community (BITC) benchmarking introduced more customer recycling bins at exercise, where we scored 83%. stations we have also trialled food waste collection This reflects the importance we place on Green at Plymouth station. Travel, and community support. Our Engineering Approx three tonnes of food waste per month is depots have achieved, and this year maintained now collected from Plymouth station and sent to a ISO 14001 and ISO 50001 certifications relating to local Anaerobic Digestion plant. The waste is then environmental and energy management systems. digested by bacteria. As the organisms eat their way through the waste, methane gas is created. This is siphoned off and used to power an engine and, in turn, an electrical generator. Whilst some of the heat generated is used as an eco-power source for a local farm, the surplus is directed to the National Grid. The only waste product from this process is organic digested material which, when dry, is an effective fertiliser used on the farm.

The trials have been so successful we now plan on rolling them out to other locations across the Great Western network.

Playing our part as a responsible business is not just about how we deal with waste. It is also about reducing our carbon emissions.

Page 18 ENERGY MANAGEMENT Carbon emissions from traction per passenger kilometre have reduced again this year, confirming the year on year trend that started when we introduced new engines to our High Speed Fleet reducing fuel usage by 15%, CO2 emissions by 64% and smoke emissions by 42%.

This year we have also invested in a programme to install gas automated meter readings so we can better monitor consumption and improve efficiency. We also have an on-going programme to replace station and on train lighting with more efficient LED lights.

SUPPORTING LOCAL BUSINESS We are also working with our key suppliers to make sure that our purchasing policy both supports the fantastic businesses up and down our routes and reduces delivery miles.

Our new 50/15 pledge means that the top 50 products on our fine dining Pullman service, our Travelling Chef and our Express Café menus are sourced from local producers all of whom operate within 15 miles of the railway lines.

Nicholas Rodda (pictured right) and his family have made clotted cream since 1890. He said: “There has been a 100 year affinity between Rodda’s and the railway – it’s what made us famous in London before I was born. I am extremely proud to see that our products are going to be available on an historic line which stretches across the country.”

Not only does the 50/15 Pledge reduce the food miles, it also supports local producers based near First Great Western’s routes. It is therefore a perfect example of how we are meeting our responsibility to the environment, to our communities and to our customers.

Page 19 AWARDS

AWARDS WON IN 2013

Bath Spa station was named Best Medium Station of the Year at the International Station Awards and then went on to win the Overall Award as the Best International Station 2013.

We also won the Passenger Transport Best Practice Award at the Chartered Institute of Logistics and Transport (CILT) UK Annual Awards for Excellence 2013 for our conversion of disused buffet cars into standard class carriages.

Nick Reid, our Wiltshire and Dorset Station Manager was named the Young Professional of the Year at the annual Rail Business Awards. Nick Reid receiving his award as Young Professional of the Year

The First Great Western Human Resources team The Strawberry Line café at Yatton took second won Team of the Year at the Railway People HR, prize in the Best Use of Station Buildings category at Recruitment & Skills Awards. At the same event the Association of Community Rail Awards, with the Chris Donovan, was recognised for his outstanding new level access entrance to Bugle station taking contribution to the rail industry for his work as third place in the Innovative Projects category. Employee Relations Manager. Newton Abbot Station won the Chairman’s Cup for Our Class 180 fleet won two awards at Modern their Britain in Bloom entry. Railways’ Golden Spanner Awards beating off competition in the Intercity trains category to win a Ted Llewellyn and Ian Rowlands from our Swansea Silver Spanner for most improved fleet, based on the driver team took first place for Outstanding Personal biggest percentage increase in the number of Miles Contribution at the Awards, and the per Technical Incident, and a Bronze Spanner for the Swansea Landore team were highly commended in fastest incident recovery, awarded to the fleet with the Maintenance Team of the Year category. the lowest delay minutes per incident over the year. Our Marketing team won the Innovation in Insight campaign at the Database Marketing Awards for our promotion of first class rail travel.

Bradford on Avon station won first prize in Britain in Bloom for the Best Enhancement of a Public Space by a Private Individual or Individuals

We won the Modern Railways Innovation Award for the best Large Project celebrating the extra capacity introduced across the network.

In Wales we won first prize at the Chartered Institute of Logistics National Transport Awards Members of the First Great Western, Heathrow Express for Wales in the Travel Demand Management, teams and Access Rail receiving the Integrated Rail Air the Excellence in Passenger Transport and the Partnership award at the Global Air Rail Awards for our new Rail-Fly ticket Innovative Solutions categories.

Page 20 ANTHONY SMITH CHIEF EXECUTIVE, PASSENGER FOCUS

FIRSTGROUP SAFETY & “We have a positive relationship with ENVIRONMENT AWARDS 2013 FGW and there’s clear evidence that Congratulations to the teams at three of our engineering and operations depots, the company wants to find out more who have seen recent success at the about its customers experiences annual FirstGroup Safety Awards. and problems which should help St Philips Marsh depot in Bristol won improve investment and decisions it the Engineering Team category and was recognised for its significant progress in is making in the future.” injury and incident reduction over recent years. The team has demonstrated a holistic approach to improving safety culture, “An example of this is FGW funding a people in advance, providing lots resulting in considerable improvements in post at Passenger Focus to improve of information and lots of staff and safety performance. By investing in training the links between passengers and the we know that it broadly met what and development, creating a culture where company and the increased research passengers wanted. safety discussions lead to joint problem from our National Rail Passenger “I think the disruption that’s solving and by improving the depot Survey to help boost the understanding happened and the disruption that’s environment, the team has celebrated real of local issues and concerns. coming through investment in rail success in improving its safety record. “I think there is an increased awareness infrastructure has been handled in Long Rock depot in Penzance was Highly among all the rail companies that this a very sensible way by FGW and Commended in the same category, for kind of understanding of passenger Network Rail working in partnership its efforts to improve and sustain a high issues and local issues is key but FGW and we very much hope that level of safety performance, achieving is the first to actually demonstrate that successful partnership continues. long periods of time without an operating through this increased funding and “Dawlish was a tremendous challenge incident or lost time accident. participation and I think that’s a real for any company and to have such a positive development. Bristol driver depot was also Highly catastrophic failure like that - I think Commended, in the Operations Team “The research shows that FGW First Great Western did well. category. The team were nominated for is broadly meeting customers’ “For First Great Western in the future their safety of the line improvements expectations and the fact that - It’s trying to deliver a reliable railway over the past 18 months, their collective passenger numbers are increasing day in and day out. It’s the trick of teamwork and their innovative approach to rapidly shows that the basic product taking the passengers with you on safety improvement. is getting more right on a daily basis. this complex journey that’s going on I think the combination of relatively with the rebuilding of the network. All of these accolades are extremely well good services and that passenger You don’t want to lose the faith of deserved and we are proud that our numbers have increased shows the your existing passengers while you safety performance is being recognised. basics are getting met. All of the nominees have shown a are doing that. Passengers need to commitment to improving safety at “When you delve into the research be kept on-board, informed and as their local sites, with an emphasis on there are some areas that need happy as can be in this complicated teamworking and innovative thinking. attention but some are caused period that’s coming up. These are great examples of where by success, the larger passenger “I think people have faith in the current safety is the number one priority for every numbers bring issues around capacity. management. Mark Hopwood is good colleague. Well done to all three teams. “The rebuilding of Reading has been at delivering the day job as well as the handled in a way that has been very future and that’s a real trick.” constructive for the industry; warning Page 21 COMMUNITY RAIL PARTNERSHIPS

We are active supporters of Community Rail Partnerships and promotion groups, designed to bring communities together with train operators to deliver improved, more sustainable local rail services.

We provide significant core funding to four very Working together we can improve the effectiveness active Community Rail Partnerships across our of local railways in meeting social, environmental network, and will also now help support the new and economic objectives. This is something we TransWilts Community Rail Partnership that started take very seriously and regard each of our CRPs this year. as full partners in the business. We have by invitation, a seat on the Department for Transport’s The work of the Partnerships and the many Community Rail Steering Group, demonstrating our volunteers that support them helps improve position as one of the leading train operators for stations and services. They also assist delivery of delivery and development of their strategy. Local Transport Plans and other local authority objectives linked to carbon reduction and On these pages we have asked our CRPs to tell accessible transport. you something about the work they do and what it means to be part of the FGW team.

Page 22 DEVON & CORNWALL TRANSWILTS COMMUNITY RAIL PARTNERSHIP RAIL PARTNERSHIP

“The Devon and Cornwall Rail Partnership “The TransWilts Community Rail Partnership - is a non-profit partnership between local with key community, business, rail industry, authorities, FGW and others which works local government and LEP partners was to promote local railways across the two formed in 2010, formalized in 2013, and counties, from the to Barnstaple in admitted as an ACoRP member in April the east to the in the west. 2014. The TransWilts Community Rail Partnership (TWCRP) aims to achieve positive, sustainable We have an excellent relationship with FGW across and imaginative development of the TransWilts the company and we very much value the help and (Swindon to Salisbury) railway in ways which also support we get from FGW managers and staff. benefit the places it serves, including enhancement The highlight of the last twelve months has been of services to meet the current and future travel the development and delivery of our EU Interreg requirements of those places. Citizens’ Rail project. Close working with FGW saw the introduction of additional trains between Newton Abbot and Paignton in December and a funding agreement for station improvements through the new Franchise.

At a local level, we have been working very closely with FGW’s South Devon Station Manager and their team, particularly on projects to encourage more involvement by the local community.

The sea wall collapse at Dawlish brought this all into sharp relief and our collaborative approach Services were increased in December 2013 with with FGW reinvigorated the Friends of Dawlish Wiltshire Council, First Great Western, an LSTF Station and, with the help of TV gardener Toby grant from the DfT and the community all being Buckland, between us, we were able to help key elements. The new service is working well, as brighten up Dawlish station for the big reopening is the partnership, with traffic growth significantly day and pave the way for lasting work which will ahead of forecast and a very real economic and create a brighter environment for passengers. sustainable difference being realised. All indications are that traffic will continue to grow through the Our Citizens’ Rail work is in addition to everything summer, with a major marketing promotion locally else we are involved in across the patch e.g. the to have residents try out the new service for recent celebrations to mark 150 years of the leisure and then continue to use it for all purposes to Falmouth and the 5th Anniversary throughout the year. Between 50 and 60 journeys of the Penryn Loop, the Carnet schemes on the per year (last year, typical weekday) has risen Tamar Valley and Tarka Lines, school trips, a lot of to between 350 and 400 now (May 2014) and marketing and much more besides, all of which is increasing month on month, all using one extra helping keep passenger numbers rising and none single carriage train. of which would be possible without the help and support of FGW.” With Wiltshire Council and First Great Western making significant improvements to the service and at stations - most notably Melksham - the community members of the TransWilts CRP have concentrated on informing and encouraging the community rather than on infill station adoption; that will come as appropriate. We are all working closely together - with linked buses, volunteers counting and surveying, and much more to ensure that we not only make more big steps forward, but do so in a targetted and cost effective manner. A more detailed update is available.”

Page 23 SEVERNSIDE COMMUNITY RAIL PARTNERSHIP

“The Severnside Community Rail Partnership We run an education programme, including a new is celebrating its tenth year of working with partnership between Severnside CRP, FGW and First Great Western. the University of Bristol to support the University’s 20 Steps Campaign. Rail familiarisation visits are Our work has mainly concentrated on working with offered to year six primary school pupils. Our communities to improve local unstaffed stations. aim is for every primary aged child attending a When the Partnership was launched, local stations school within walking distance of a local station to were somewhat neglected – the paint was peeling, experience at least one accompanied journey by former gardens were derelict and often became a rail before progressing to secondary school and dumping ground for refuse; passengers felt unsafe starting to travel independently. We encourage and intimidated particularly in the evenings. Ten scholars to use the train by promoting the scholar years later the stations have been transformed. By season tickets to schools and colleges across the and large station infrastructure is still the same – region. These tickets offer termly or academic year but it is now cared for; local schools display their seasons at considerable discount. artwork, community groups tend gardens and the graffiti has (largely) gone. The stations are now Regular meetings with the communities around much more inviting, safer and less intimidating local stations, station users and First Great places to use. In 2013 we continued to work Western staff enable the Partnership to form together to identify more improvements at local an individual plan for each station and to invite stations, including better customer information, suggestions for improvements to the station and more seating, additional shelters, cycle storage, the local train service. The Partnership gives a vital CCTV and lighting. two way channel for communities to communicate with First Great Western and for First Great Our community engagement projects benefit from Western to communicate with the communities it the assistance of offenders working under the serves.” Community Payback Scheme; they assist projects through vegetation clearance, cleaning and, where appropriate small scale carpentry and maintenance. First Great Western supports the programme by providing rail safety training for the Partnership’s Community Payback Supervisor.

Page 24 THREE RIVERS COMMUNITY RAIL PARTNERSHIP

“The Three Rivers Community Rail Partnership is delighted to be working with First Great Western at Romsey, Mottisfont and Dunbridge and Dean. In the last few years usage of these stations have increased significantly, especially at Romsey and this is in no small way down to the excellent working relationship developed between us. We value the flexibility and open-mindedness of staff to many of our ideas which has been amazing and greatly appreciated.

For example over the past year we have seen improvements to the landscaping around Romsey station, where volunteers have been able to clear back vegetation to improve pedestrian and visitor safety, while increasing the availability of parking for rail users. Behind the station, we have had volunteers commence a community garden with At Mottisfont and Dunbridge, our volunteers continue fruit, vegetables and herbs now flourishing for to keep the station clear of litter and maintain the local consumption. On the station itself we have flower tubs on the platform to a high standard. seen enhancements to cycle parking provision, a Innovations here in the past year include the provision repainting of the back walls to our schools’ murals of a water butt for the flower tubs, a revamped Post and improvements to the safety of the underpass Office bike laden with flowers to act as a landmark which now has non-slip treads and hi vis handrails. and now the installation of cartoon sheep along one fence. We have heard passengers prompt each other In the waiting room the volunteers now operate to look at these new tourist attractions each time they a second hand book exchange, which is proving come through the station! immensely popular and at the same time raises funds for the Partnership. Volunteer meetings Similar litter clearing and flower displays have been continue to be held in the spare room on Platform 1, continued by our volunteers at Dean to just as kindly donated to us by First Great Western, which high a standard, and they are now seeking to have now boasts a heater! some sheep or cattle cartoon cut-outs placed at their station. The Sunday litter pick rota, which sees volunteers clear the station of rubbish each week prior to the Volunteers have continued to attend the local commuters returning on the following Monday, is village fetes in the area to promote train travel from making a major difference to the perception of the these stations, as well as nearby Salisbury and First station. The hanging baskets at the front of the Great Western’s provision of complimentary family station, complementary to the flower tubs around train tickets have helped raised funds for local the entrance to the station, continue to make a communities of over £200 in the last year, which welcome splash of colour throughout the summer is amazing! All in all, the partnership is working and thanks must go to First Great Western and extremely well with First Great Western and the Romsey and District Society for their provision and Three Rivers Community Rail Partnership and it is maintenance. Lastly, the Summer Sundays rail bus hoped that this constructive approach to improving link from Romsey to Stockbridge via Hillier Gardens, stations and increasing travel by rail will continue Mottisfont Abbey and Mottisfont and Dunbridge for many years to come.” station continued to gain in popularity with a record number of passengers using it in 2013.

Page 25 HEART OF WESSEX RAIL PARTNERSHIP

“The Heart of Wessex Rail Partnership is a joint We hold regular working party meetings with venture between FGW and the seven local First Great Western managers, where we look for authorities along the line from Bristol to Weymouth; solutions to problems together. We are treated as Bristol City Council, Bath & North East Somerset colleagues at these meetings which makes them Council, Wiltshire Council, Somerset County both enjoyable and extremely productive. This Council, South Somerset District Council, Dorset flexibility and empathy with local concerns and County Council and West Dorset District Council. knowledge is a key factor in building use of the line. The overall objective of the partnership is to raise The FGW publications team work brilliantly with awareness and use of the Bristol to Weymouth rail us on promotional initiatives – they ensure that our services, by marketing and enhancing the line and insider knowledge about our local economies and access to it, and working with local communities communities gets pooled with their specialist skills along the route. to produce unique and effective marketing for the line. The Station Manager and his team make the The communities themselves drive the work volunteer contributors feel respected, appreciated priorities for the partnership, and direct involvement and part of the railway. This results in a great sense by local people in supporting, enhancing and of satisfaction and enjoyment which is a key factor promoting the line plays a key role in delivering in the motivation to continue voluntary work. increased passenger numbers. There are well over a hundred local people who regularly contribute Allowing local people in, to genuinely and actively voluntary work to the line through station adoption, participate in aspects of running a business is not promotion of visits by rail to their local communities an obvious or easy thing to do and First Great and organising leisure activities such as guided Western has shown flexibility and creativity in the walks from stations. Volunteers from all the way it has achieved this.” communities also come together in special Task Forces to tackle larger projects, working side by side with railway staff. First Great Western have played an active role in all of this, helping to create a real sense of “joint ownership” of the line.

Page 26 INVESTMENT PROJECTS FGW, DfT, NR, Wiltshire, Cornwall Council, Cornwall Wiltshire, NR, DfT, FGW, Council, Torbay County Devon Council, County Council, SusTrans, Oxfordshire Berkshire West Council, Borough Reading Bristol Severnside CRP, Council, DCRP, City Council, Bath and North East Somerset Council, South Gloucestershire and Plymouth Dock Council, Brompton City Council FGW FGW DfT (New Stations Fund) County, Devon County a Section 106 Devon through planning agreement FGW FGW INVESTMENT PARTNERS INVESTMENT FGW and DfT DfT FGW FGW Council and DfT Wiltshire County Council, Devon Torbay via Funding Inter Regional European and Cornwall Community RailDevon Partnership Rail Project Citizens

Many complete, others in training and in recruitment In recruitment Planned to open by Dec 2014 started April 2014 Work First tranche of funding delivered yet to start. a further tranche to be made by April 2015 Complete on North Cotswolds Class 180 fleet. (HST) fleet starting on High Speed Train Work June 2014 complete December starting June 2014 complete summer Work 2015 starting June 2014 complete summer Work 2015 by Subject to formal consultation, if agreed stakeholders and DfT to commence Dec 2014 in Services operational, station improvements progress Complete many complete, others projects Various underway and others PLANNED/COMPLETED Customer ambassadors, conductors, ticket examiners, train managers, customer service/ twitter teams, drivers A dedicated manager paid for by FGW but employed by Passenger Focus to monitor and feedback customer concerns to help improve the customer experience A new station for Devon to Plymouth through Extending the line from Tavistock Installation of disabled toilets stations and promote Extra funding to improve travel on community rail lines Contract signed for installation of free WiFiContract signed for installation of free on all high Speed Trains lighting, and New seat covers and headrests, layout improved Creation of an extra Standard Class carriage on of an extra Standard Creation all HST services Change to 0706 and 0730 services from Paddington to the South West Extra eight trains a day between Chippenham plus station improvements and Westbury, two trains Extra six services per day (creating two extending to Exeter per hour to Torbay), Includes new and extended car parks, waiting shelters, a range of cycle improvements, ticket vending machines, new and upgraded information systems, subway works, accessibility ticket office improvements, concourse improvements, improvements, Docks electric car charging points, Brompton SUMMARY

Additional Staff Manager Focus Passenger Newcourt Station, Exmouth Line Line Tavistock Reopening of the to London Accessibility improvements train services Valley Thames Community Rail for Additional Funding Partnership PROJECT WiFi on HSTs Reseating First Class Carriages to Standard Class Refurbishment of First Class Earlier arrival London for from improved Plymouth and Cornwall, connection Torbay Bristol to services TransWilts Abbot Half hourlyto Newton Paignton services Station Improvements

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