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Taking Care of Every Journey

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Taking Care of Every Journey Taking care of every journey Govia Thameslink Railway Sustainability Report 2019 Govia Thameslink Railway (GTR) operates Thameslink, Great Northern, Southern and Gatwick Express services. The franchise was established to modernise the network and make it easier to use, improving the reliability of services and providing more capacity into and beyond London. Nearly one in five of all UK rail passengers are carried on a GTR service, with 3,600 services now running each day, making up more passenger journeys than any other rail franchise. Passenger numbers have continued to rise with over 22 million more journeys made with GTR in 2018/19 compared to the previous year, that’s a total of 341 million passenger journeys in 2018/19. With so many people using our trains every day to get to work, school or see friends, we understand the importance of rail to passengers, communities, our staff and the economy. Therefore, GTR’s commitment is to strengthen our contribution to the economy, increase customer satisfaction, boost local communities through local decision making, and give our employees and communities the opportunity of more jobs and a rewarding career in rail. 341 million passengers on GTR’s network in 2018/19 Cambridge Bedford London Bridge Brighton In this report Our reporting structure 02 Chief Executive Officer’s We are committed to putting our message customers and communities at the 04 2019 highlights heart of everything we do. This report 05 Investing in passenger is split into four sections: experience 06 Putting customers first Investing in passenger 08 Stronger workforce, experience stronger communities To create better value for money for 11 Spotlight on… Najla Almutairi, Station Assistant at London our customers. Victoria Read more on page 5 15 Cleaner environment 17 Spotlight on… Refill Putting customers first 18 Spotlight on… Area Champion To deliver a better service and a better for the Environment experience for our customers . 20 Key data Read more on page 6 Stronger workforce, stronger communities To support our people and the communities we serve. Find out more... Read more on page 8 Twitter: Cleaner environment @TLRailUK @GNRailUK To focus on energy, waste, and resource @SouthernRailUK efficiencies across our network. @GatwickExpress Read more on page 15 Website: www.thameslinkrailway.com www.greatnorthernrail.com www.gatwickexpress.com www.southernrailway.com 01 Chief Executive Officer’s message “ New trains, more punctual services, better information and more helpful staff have seen levels of customer satisfaction improve.” Patrick Verwer, Chief Executive Officer Govia Thameslink Railway Patrick Verwer, Chief Executive Officer, Govia Thameslink Railway When I look back to where we were last We have prioritised running a punctual and summer, I can see the enormous progress reliable service across the network that we’ve made. At GTR, we understand the consistently achieves 75% On-Time performance. importance of a punctual and reliable rail The hard work of my colleagues is paying off, network to ensure parents can get home to with GTR recently being reported by the Office their children, friends can enjoy days out in of Rail and Road as the most punctual of the London or elsewhere with improved large and complex UK operators for May, June connectivity, and jobs can be created because and July. employers and employees can rely on us to get New trains, more punctual services, better them to work and back home again. information and more helpful staff have seen We share Go Ahead’s purpose to take care of levels of customer satisfaction improve. journeys that enhance the lives and wellbeing Passengers on Southern are now happier of our communities, being part of the local with the service than they have been at any communities in which we operate, providing time in the past seven years, and Thameslink an inclusive and accessible service to our and Great Northern have bounced back customers, and holding strong relationships significantly after the disruption caused by with partners and stakeholders. the spring 2018 timetable change. Punctuality and reliability on Thameslink are good, with Since starting in my position as CEO at GTR, almost nine in ten trains arriving on time, the Executive Team has been restructured and now the brand has its second highest to simplify decision making with a smaller, passenger satisfaction rate since the start five-person team. This includes two new of the franchise. Managing Directors accountable for delivering excellent customer service, which has empowered Over the next year of the franchise, the focus staff on the front-line so that those closest of the business will continue to be on to customers can serve them best. improving customer satisfaction. 02 Govia Thameslink Railway Sustainability Report 2019 We now have 154 female drivers, including those in training, and have an apprenticeship scheme with over 230 apprentices on programme. We’ve been busy building strong local partnerships to help drive business and tourists to the communities we serve, as well as developing our new Corporate Social Responsibility strategy with consultation from our employees. Putting internal democracy into action, we asked our people to vote on our chosen corporate charities for the year – with Mind, For Jimmy and Noah being selected. It’s been a really exciting year, but we know there is more we need to do, particularly on reliability for our Great Northern customers, reducing cancellations, providing the right information to our customers when they need it, and achieving our new ‘Zero Harm’ We’re making the most of technology and ambitions of halving the number of safety innovation to ensure passenger journeys are incidents on our network by 2021. the best they can be, from expanding the use of contactless payments to completing the I’d like to thank colleagues for their hard work rollout of new state-of-the-art Siemens Class 717 and dedication, our passengers for their custom trains on Great Northern, marking the final phase and for taking the time to let us know what of our £2bn train modernisation programme, they think of our service, and our partners for and turning one of the UK’s oldest fleets into working alongside us to reach our shared goals. one of the newest. Our customers will see the benefits of this more and more in the Patrick Verwer year ahead. Chief Executive Officer, We are aligned to Go Ahead’s commitment to Govia Thameslink Railway be an employer of choice, inclusive and diverse, with a focus on learning and development. Our Get into Railways programme, in partnership with The Prince’s Trust, recently celebrated its fifth year having delivered £1.6m in social value by providing valuable training and work experience to over 180 young people struggling to get into work. Over 70% of course participants stayed with us and progressed into permanent roles. Sustainability Report 2019 Govia Thameslink Railway 03 2019 highlights Transforming journeys, lives and communities Currently the most punctual of the large and Generated over £1.6m2 in social value over complex operators in UK rail1 the past five years by helping young people into employment Completed a five-year £2bn programme to 126 young people from The Prince’s Trust ‘Get transform passenger journeys with more into Railways’ programme employed across than 1,500 new carriages, turning one GTR. 14% of GTR London Bridge station staff of the UK’s oldest fleets into one of the recruited through the programme most modern 22 million more journeys made with GTR Delivered the “One Step Ahead” customer in 2018/19 compared to the previous year service training programme to over 3,000 customer facing employees Completed roll out of Class 700 trains 238 apprentices currently on programme on Thameslink and Great Northern with 40 engineering apprentices employed mainline routes across our depots in 2019 81% of GTR passengers are satisfied or very 154 female drivers (including trainee drivers) satisfied, a 6% increase on 2018 Southern’s passenger satisfaction at the 18,000 children educated in railway safety highest level for seven years, with a 12% increase to 81% Passenger satisfaction at 89% on Gatwick 95 station partnerships make local stations Express, the highest in seven years more welcoming and vibrant Thameslink and Great Northern passenger Nine community lines supported satisfaction returned to pre-May timetable levels, with 83% and 77% respectively Winner of the Customer Excellence Award at the 2019 National Rail Awards for the Three Bridges to Brighton blockade Winners of the Advancing Social Mobility in the Workplace award at the 2019 Employers’ Network for Equality and Inclusion 1 ‘On Time’ statistics released by the Office of Rail and Road for May, June and July 2019: http://bit.ly/2kuwhDB 2 Verified by Social Value Portal 04 Govia Thameslink Railway Sustainability Report 2019 Investing in passenger experience Nus Ghani, MP, Transport Minister, (2nd left) announcing successful Access for All funding at Cricklewood. We’ve seen a number of long-term projects The future sustainability of Gatwick Airport come to fruition under the National Stations railway station will be secured though a £150m Improvement Programme, such as doubling transformation project delivered between the size of Elstree & Borehamwood to ease 2020 and 2023, meaning this important station overcrowding, and the refurbishment of can welcome even more passengers in line Eastbourne station. with the growth of the airport. Through bigger platforms, extra concourse space, new lifts, The major redevelopment of St Albans staircases and escalators, we’ll cut platform City broke ground over summer 2019. Once overcrowding and delays across the whole completed in late 2020 the £5.7m project of the south east. will see customers benefit from enhanced retail provision, a new station entrance The Passenger Benefit Fund, a fund of £15m, from Ridgemont Road, new station toilets was set aside last year to spend on tangible and more secure cycle parking facilities.
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