Railway

Annual stakeholder conference Wednesday 15 June 2016, Holiday Inn Bloomsbury, London Agenda Charles Horton - Chief Executive Officer

London Bridge Overview Andrew Hutton, Lead Development Manager, Redevelopment,

Where are we on the journey to rebuild London Bridge?

Dec 12 May 13 Mar 14 Jan 15 Jan 16 May 16 Sep 16 Jan 17 Jan 18 May 18 Dec 18 Train shed Main works First new All 6 First new Work focus South Track layout New Station main Enhanced demolition start with platforms terminating through moves to concourse changes on concourse & works Thameslink focus on platforms lines north side First thro’ approaches all 15 new substantial service

south side (Tooley St) Janplatforms-16 Bermondsey platforms completion

2018 Route Readiness Peer Review 20-Jun-16 4 The shift of focus in August 2016

6 terminating platforms The focus now: rebuilt 2013-2015 Building the first of the 9 through platforms

The focus from August 2016 to January 2018: Rebuilding the final set of through platforms

2018 Route Readiness Peer Review 5 The Main Concourse

London Bridge Summer 2016 6

So far this year…. New Control Room and Accommodation Progress on main concourse

“Starting this”

• 16 June to 28 August • Closure of escalators from terminating concourse • Changed access to Underground and Tooley Street • “Enables” passenger routes required for opening of main concourse

August Bank Holiday onwards…. Key areas in service from September 2016

• Car park • Public toilets • Gatelines • Service yard • Ticket office • Retail • Station • Public platform Accommodation access Peak and Off Peak Routes to and from

station More London

Tooley St North/H ays Galleria

Kent line escala tors

Paid side of LU concourse Jubil ee

The Place escala tors

LU Station ‘un- North paid’ escalators ern

The Shard escala tors Road crossings St Thomas Street

15 20-Jun-16 16 20-Jun-16 16 The journey to 2018

Phil Hutchinson Head of Strategic Planning

Agenda

• Consultation approach • Why the timetable has to change • Proposed timetable - Highlights

Consultation approach

Passenger benefit, increased capacity Phased consultation approach The journey to 2018 - Consultation

• Early start – phased approach • 3 months – launching mid July • Range of communications channels • Attendance at Meet the Manager

2018 Thameslink proposals

To ensure a high performing network that meets the needs of passengers, some significant changes to the Thameslink network are proposed from those that have been previously announced

Why the timetable has to change

Network Rail has identified issues with the proposed 2018 timetable - 24tph development timetable to be operated throughout the Thameslink route

Whilst 24tph can be delivered through the Thameslink Core, there were presentation issues across Sussex, Kent, Midland Mainline and East Coast Mainline routes

What couldn’t change

1. Services to and from Wimbledon Loop through the Thameslink Core 2. Services from to Bedford 3. Services from Brighton Main Line to East Coast Main Line 4. Midland Main Line – 6 high speed paths are required 5. East Coast Main Line – 8 high speed paths required

What could change

1. Retiming of services 2. Reallocation of stops 3. Changes to linkages north & south of “TL Core” 4. Remapping of services between operators 5. Minor infrastructure enhancements 6. Some additional rolling stock 7. Changes to rolling stock layout NOT Class 700 8. Removal of (GTR) train services where there is no capacity to accommodate them

Proposals should offer value for money and be deliverable

Demand Analysis

Identifying where passengers travel currently and predicting future flows is key to developing a network that meets this need. This is the first stage in any timetable development Passenger demand

Base Timetable – 4tph from Kent

Base 4tph Kent

Route From To via Formation Operation

Sussex Wimbledon Luton E&C 8 AD Sussex Wimbledon Luton E&C 8 AD Kent Sevenoaks St Albans E&C 8 AD

Kent Maidstone East St Albans E&C 8 PO

Sussex Brighton Cambridge LB 12 AD

Sussex Brighton Bedford LB 12 AD

Sussex Bedford LB 12 AD

Sussex Horsham Peterborough LB 12 AD

Sussex East Grinstead Bedford LB 12 PO

Sussex Littlehampton Bedford LB 12 PO

Sussex Tattenham Corner Cambridge LB 8 AD

Sussex Caterham Welwyn LB 8 PO Thameslink Sussex routes identified for review

Current All Day / Route Description Retain Via LB 8 or 12 Replacement service Destination Route Peak

METRO

Wimbledon Loop MML Y N 8 AD N/A

Tattenham Corner ECML N Y 8 AD 10-car combined service between London Bridge and Purley dividing 5- cars to Caterham and 5- Caterham ECML N Y 8 PO cars toTattenham Corner

MAINLINE

12-car Class 377 service Littlehampton via Hove MML N Y 12 PO between Littlehampton and London Bridge

Brighton MML / ECML Y Y 12 AD N/A

Three Bridges via Redhill MML Y Y 12 AD N/A

Horsham ECML Y Y 12 AD N/A

East Grinstead MML Y Y 12 PO N/A

Thameslink Kent routes identified for review Description Develop Via London Route TIIS 8 or 12 All Day / Peak Bridge Cleared

METRO Dartford via Bexleyheath N N/A Y 8 PO Orpington via Herne Hill Y E&C Y 8 PO Hayes N N/A Y 12 PO Orpington via Catford Y E&C Y 8 PO Orpington / Sevenoaks via Grove Park N N/A Y 12 PO Sevenoaks via Catford C E&C Y 8 AD Dartford via Sidcup N N/A Y 12 PO Dartford via Charlton and Lewisham N N/A Y 12 PO Dartford via Greenwich Y LB Y 8 or 12 AD

MAINLINE

Hastings to London N N/A To TBW 12 PO Chatham to London N N/A To RCH 12 PO South East Mainline via Tonbridge N N/A Y 12 PO Maidstone East Y E&C or LB Y 8 AD or PO

2018 Timetable: Proposed Kent routes

2018 Timetable: 8tph option from Kent Facilitates reduction of 2tph via Windmill Bridge

Southwark Reversible and Line 4 infrastructure (not used in current plan) will be utilised as originally intended.

Divert Maidstone East services via London Bridge. Improves journey times and creates new journey opportunities

Potential for train lengthening of Medway services to Luton without changes to train service or infrastructure (except stabling) Summary of Kent options and recommendation

• kkkkk 6tph • Fails to resolve capacity issue at Windmill Bridge Junction therefore not considered suitable for further development

• Improves capacity issue at Windmill Bridge Junction • Southwark Reversible and Line 4 infrastructure (not used in current plan) will be utilised as originally intended • Allows potential for future train lengthening (Brent Cross / Luton Airport) without changes to 8tph train service or infrastructure (except stabling) as Medway via Greenwich route cleared for 12 car operation • Divert Maidstone East services via London Bridge. Improves journey times and creates new journey opportunities • Mitigates issues on East Coast Main Line by allowing flexible north to south links

• Reduction of Cannon Street services (already reduced from 25tph to 22tph) to less than 22tph • Reduction of Thameslink trains via London Bridge to 14tph, increasing E&C to 10tph compromising the established business case 10tph • Imports significant issues into London Bridge Low Level • Too much conventional rolling stock required to back fill the loss of Class 700 units from Sussex South London Metro and Mainline

Significant proposals to redesign the Southern network aimed at improving the network Southern South London Metro and Mainline: Simplification

Complex array of routes and frequencies exist serving multiple markets

Poor performance impacts wider Network, via interworking of crews and units with Southern Mainline

10-car metro introduced on multiple routes in 2013 to deliver capacity but flexibility has reduced

Systematic review across the South London Metro area required which should include:

1. Analysis of capacity and demand 2. Review of sectional running times and junction margins 3. Enhanced dwell times at key stations 4. Increased turnaround times at suburban stations 5. Simplified workings at terminal stations maximise 10- cars on capable routes 6. Potential additional resources required

Complete review and recast involving the following services: • London Bridge to West Croydon via Tulse Hill • London Bridge to Beckenham Junction • Victoria to London Bridge via Crystal Palace • Caterham and Tattenham Corner routes • Dorking / Epsom / Sutton routes Great Northern

Improved service frequency and increased capacity addressing current overcrowding East Anglia Regional Development Strategy

Kings Lynn 8-car route upgrade Ely North Junction doubling

Scheme includes: Scheme includes: • Platform extensions to accommodate 8- •Enables half hourly Kings Cross to cars (except at Littleport and Watlington Cambridge North (Science Park) Kings Lynn off peak service which will use Selective Door Opening • Deferred as part of Hendy Review (SDO) Scheme includes: until CP6 (undefined date) • Power Supply upgrade to facilitate 8-car • New three platform station with bay • Combination of Kings Lynn 8-car and trains platform scheduled to open May 2017 • New footbridges at several locations Cambridge North schemes could • Bay terminating platform • Level crossing upgrades throughout the provide a half hourly all day Kings • High demand expected when route Cross to Ely with hourly extensions to opened • New station at Waterbeach (existing Kings Lynn station to be upgraded first) • Signal upgrade at Ely Credible alternative packages proposed benefiting East Anglia The journey to 2018 – Great Northern

Great Northern Metro:

• 4tph Moorgate to Welwyn Garden City all day, every day

• 4tph Moorgate to Hertford North all day, every day

• 2tph Moorgate to Stevenage all day, every day

• Peak additional:

• 4tph Moorgate to Gordon Hill

• This means 14tph to and from Moorgate in high peak, 12tph during shoulder peaks and 8tph at all other times using 6 car Class 717

Great Northern Mainline:

• London Kings Cross to Kings Lynn

• London Kings Cross to Peterborough (peak only)

• London Kings Cross to Royston (peak proposed)

Time for tea Engineering Update

Gerry McFadden, Engineering Director

The Franchise Fleet Plan…

What have we done so far?

Introduced a new Thameslink Fleet…

Class 387/1

• 29 units x 4 car units • 6 million miles in service already • Reliability Growth Curve …

Introduced a new Fleet …

Class 387/2

• 27 x 4-car units

• Fully Wi-Fi enabled

• All units planned to be in service by July 2016

And started to withdraw the Class 442 fleet…

Three Bridges

• We have also opened a huge new depot at Three Bridges • Three Bridges depot mobilised for train cleaning and servicing with fully trained staff, equipment and materials in place ready for class 700 operational service • Siemens SQM and GTR Quality Experience on Station and Train (QuEST) regimes being aligned to ensure service quality aspects are delivered effectively to meet Passenger Experience Measure (PEM) commitments • Five new and additional CWMs and 186 CET points now in operation across Brighton Down Yard, Cricklewood, Three Bridges and Hornsey depots

Three Bridges Depot

And finished off the redevelopment of another huge depot at Hornsey…

Hornsey

• Major programme of works building a depot within an operational depot • New Siemens maintenance facility, new sidings, servicing aprons, wash plants and conversion to a fully signalled depot • Hornsey yard (fully signalled) and Panel now live • Uplift in CET and tanking facilities from 4 to 68 • CWMs uplifted from one to two and both utilise recycled water • Increase in stabling capacity • Lathe will be accessible from both ends • New Depot protection systems fitted throughout the site

What next?

The new Class 700 Thameslink Fleet

• To be introduced into passenger service imminently

• Fleet will consist of: • 55 x 12-car units • 60 x 8-car units

• Single biggest fleet introduction in almost 20 years

• Innovative new interior train design

• https:/round.me/tour/43748/view/

• https:/youtu.be/eCZyciqcITE

Class 700 Formal Launch

Extended 10-car Uckfield Services

Class 170

• 10-car diesel train fleet

• Ex-ScotRail Class 170/4 conversion

• Units will be reformed from 3-car units into 2 and 4-car formations

• Plan to be in service from end of July 2016

• Works have included full overhaul, new engines, new bogies, re-wiring…

Electrostars on Great Northern

Electrostars on Great Northern

• Virtually brand new fleet • 110mph capable • 2 + 2 seating throughout • Power points at every pair of seats • Wi-Fi Ready

Electrostars on Great Northern

• First unit at Hornsey Depot – now

• Driver training has commenced

• Service planned from Autumn 2016

Great Northern Thameslink Services

Thameslink on the East Coast Mainline

Class 700 on Great Northern

• ETCS testing underway

• Depot ready

• Passenger services planned for Summer 2017

And in the future, what else?

A new Moorgate fleet in 2019

A huge increase in Thameslink services…

• Automatic train operation (ATO) • ETCS • 20 tph in Core • 24 tph in Core

Wi-Fi Fitment

• Across all fleets

• Extensive proposal being worked on

• Plan still being finalised

Passenger Information

Tracy Hall Information Strategy Manager

Information during disruption

• Improving information, especially during disruption still our priority - Roving mics now at over 200 stations - Tablets for further 1200 staff - Customer experience teams in the control - Real time information on some of our fleet

• A messaging quality programme that feeds information from the control to tablets, websites, stations and on train screens

Behind the scenes during disruption

Behind the scenes at Control Next steps

• Keeping the priority alive with genuine improvements - New websites planned, centred on delivering information - PIS fully functional on the majority of the trains - Enhancing real time passenger information systems on fleet - Embedding the cultural change within the controls giving staff and customers the information they need - New style CIS for Thameslink core stations

Changing the marketing model

Telling our story

Justin Baines, Head of Marketing The role of marketing • This franchises puts us in a unique position to ultimately improve rail travel for millions of customers • This is through a period of investment to modernise (make more reliable) and improve (make more comfortable) the service on all of lines • However, ensuring doing that means major changes to the hub of London Bridge station and the Thameslink ‘core’ of stations through London • These changes to a still operating railway are causing more disruption to journeys than was forecast which requires a change in approach to everything we do, including marketing: • We therefore need to: – Identify the scale of and unique challenges we face – Respond to them in a positive way that is appropriate to the many groups we must address – Propose a new model of communications for the franchise which moves the emphasis away from selling to service, integrating what we do in meaningful ways to help our customers manage their journeys positively Our narrative has to face challenges

We are running a new and complicated franchise on a network with sub optimal capacity and resilience

Whilst it’s happening now, improving our rolling stock takes time

Changes to the way we need to operate to offer better service and greater resilience causes its own issues with our own people

We are carrying more people than ever before, a number that is growing even whilst we are building and a large percentage of those people rely on us for their daily commute Our ability to inform our customers in the way that they want and expect is compromised (systems that work well enough in more normal situations are not sufficient)

Frustrated customers communicate widely on social media faster than we can give them information in our usual channels Four key pillars of the new approach

WARN INFORM ‘CELBRATE’ APOLOGISE

Use all of the To the best of our Tell people about Things will go information we have ability, use every achievements, but wrong. Both public on journeys to pre- channel available to in bite-sized pieces and individual arm customers with inform and empower that make sense – apologies help information. during their journeys e.g. next month this will be complete Actively promote People would rather If we can direct to Delay Repay take control of their helpful information Reframe own journey and we can help people improvements as Increase cover in change their plans take action, helping journeys – social media than suffer an understand and e.g. Wi-Fi = access channels avoidable delay respond to better information at no cost

Next steps • Start with our own media channels first and expanding to external media when IR position is clearer • Creating new executions as the improvements happen across all areas of customer’s journeys: better information and apps, better service on trains and in stations • Maintaining an open approach to the situation and driving for change from all involved parties to the single focus of improving the service we offer

Journey improvements through retailing

•The Key •KeyGo •Oyster to Gatwick •Ticket Machines Key Card Takeup KeyGo

• Getting ready for network wide keyGo – effectively PAYG for the railway • Valid across Southern outside London (expanding to London and Thameslink Great Northern in September 2016) • Customer associates credit/debit card with Key card and then taps and goes • Fully integrated with Metrobus & Brighton and Hove so genuinely multi-modal

94 KeyGo

• Best value any permitted fares for the day

• Capped bus fares in Surrey and Sussex

• Fares deducted in blocks of £25 from Debit/Credit card

• No queuing, no ticket confusion all you have to do is tap your card and the system does the rest…

Gatwick Airport Oyster Ticket Machines • Currently GTR has 571 Ticket Vending Machines issuing 41,700,000 tickets a year • Busiest Ticket Machines issue up to 1,400 tickets a day • Installing 63 new machines by September 2016 (+11%) • The last 11 stations that have no ticket buying facilities are included so every GTR station will have at least one machine • TVM availability has been steadily improving at 98% average in the last 3 weeks • Aiming to upgrade most of the older machines during 2017 and to adjust some of the screen Performance on our network Contents

• Overview of Performance - PPM • PPM by Brand • Performance Loss • PPM Failures – Top 9 • Performance Strategy • Risks and Opportunities • Conductors • PPM Trajectory • Additional Slides

Overview of Performance PPM

PPM by Brand Performance Loss PPM Failures – Top 9 causes Performance Strategy Framework - March 2016

16/17 17/18, 18/19 • Delay Minutes 875k 787k 709k To be the UK’s greatest railway • Cancelations 21.7k 19.6k 17.6k by 2018 • Short Forms 0 0 0 Vision • PPM 87% 88.7% 89.9% Vision Objectives

Mission

Putting the customer -Focus our organisation on delivering high performance Mission -Establish strong governance arrangements experience at the heart of Objectives Strategy -Make our people accountable for everything on GTR -Focus our efforts on our financial and commercial everything we do by providing opportunities -Establish a continuous improvement culture exceptional service every day -Work collaboratively with our Infrastructure Manager -Embed tried & tested procedures to deal with planned & Strategy and aiming to do it better unplanned events tomorrow -Deliver 24TPH in 2018 Situational Analysis

Tactics How exactly do we get there?

PMO – (programme, dependencies, RACI, Governance (meetings, KPIs, dashboard Actions workshops, cross-functional teams, Controls reports, performance trajectories, personal Visualisation, success measures) targets and communications) High Level Performance Risks & Opportunities

Operational Readiness 2018: Industrial Relations: - Ramping up for 24TPH - Industrial Action - Right Maintenance Regimes - DOO/IR issues - Right Organisation in place - Future roster changes aligned with Timetable - Culture and Change changes

Fleet High Output Introduction: - Fleet introduction - Preparation for the deployment - Train crew availability & training - Training and upskilling of DU Teams - Fleet resource levels/capability - Culture and Change

Metroisation Infrastructure Capability: - Integrating projects into operations - Critical Assets and Locations - Changes to NR organisation to cover Ops - Sustainability and Reliability of Assets readiness - Asset Specification Embedded - Culture change required

Opportunities:

• New fleet introduction • DOO • New drivers • Stronger performance based culture Date of first strike: 26 April

Each bar represents a day’s cancellations. Date Range: 04/04/16-19/05/16. Where We’re Going – PPM Trajectory

MAA Forecast 92.00% 85.8%

90.00%

88.00%

86.00%

84.00%

82.00% MAA 80.00% Forecast 84.3% 78.00%

76.00%

74.00%

72.00% 1701 1702 1703 1704 1705 1706 1707 1708 1709 1710 1711 1712 1713 1801 1802 • 2016/17 Exit MAA: 84.3% • MAA at close of P1802: 85.8% • Current 2016/17 MAA Target: 87% • NR and GTR are still in discussions regarding 2016/17 Targets.

Modernising our Stations Overview Our plan is to make our staff more visible and available to everyone using the station by bringing them out from the ticket office and on to the station concourse as Station Hosts.

We know these changes are important to you, which is why we held a public consultation to hear your views.

Public Consultation

The public consultation held in February 2016 has been critical in refining the Hosted Station concept and has allowed GTR to directly address the concerns of the customer.

• GTR has worked to directly address each point and the responses have been supported by London Travel Watch and Transport Focus.

• GTR are not planning to stop here. Ongoing engagement with the passenger groups and disability groups will continue to help ensure the Modernisation delivers the best outcome for all customers

• The common themes and questions are addressed in the following slides Ticket Availability

I want to be able to buy the full range, and best value, tickets from the station

We will be retaining the ticket office machines so that we can continue to sell the full range of tickets (including railcards) that you can buy from ticket offices today.

Our Station Hosts will be available to sell tickets and offer advice on the best tickets for the journey you are making. Staff Availability

I want to be served by a person; staff availability will reduce

Our Station Hosts will be there to help you buy the most appropriate ticket for your journey and to provide advice and information.

The only difference is that our Station Hosts will be helping you on the concourse instead of the ticket office, so we can increase the availability of the staff to all customers using the station.

They will also be there for longer than the ticket offices are open today.

The stations where we are introducing Station Hosts will have a member of staff available from the first service of the day to the last, seven days a week.

We will also have staff on platforms for train dispatch and assistance, as we do today. Station Accessibility

I want staff assistance getting around stations and onto trains

Our Station Hosts will be more visible and readily accessible to provide assistance and information. At most stations there will be a Hosted Information Point so that it is clearly recognisable where this assistance can be given.

Together with our platform staff who are unaffected by these changes, our Station Hosts will be available to help anyone who requires assistance when travelling.

We are also working with disability user groups and other key stakeholders to ensure we consider the needs of disabled passengers. Our Accessibility Impact Statement outlines further details about the changes and how we are making things better for our passengers with accessibility needs. Ticket Machines

The ticket machines are not always available or reliable

We continue to work with our suppliers to improve the functionality of our self-service machines which already have high rates of reliability. Our ticket office staff help keep these machines in service but at busy times cannot get out of the ticket office to fix them or report any faults.

With our proposals, Station Hosts will be able to keep a closer eye on the ticket machines as they will be on the concourse, not in the ticket office. The longer hours of duty that Hosts are in place at stations will enable essential activities like topping up tickets and change to be done at quieter times of the day and in readiness for peak times.

We are installing 63 additional ticket machines across the network to meet the growing demand for self service and are looking to make further ticket types available Refunds

How do I get refunds, Delay Repay compensation vouchers exchanged and other processes?

Our Station Hosts will be able to help you in the same way that ticket office staff do today.

They will have access to ticket office equipment for more complex transactions and processes such as refunds and cashing compensation vouchers. Queuing Times

Will queuing times increase?

We are committing to maintaining the queuing standards that are in place today. You will not have to queue for any longer to buy tickets.

We are developing station operating plans to ensure demand is met at each station, providing additional staff as required at busier times or when special events are taking place. Station Experience

I am concerned that the service I receive at a station will get worse

We strongly believe our plans are the right way to go but we understand that you’ll have some concerns.

That’s why we plan to soft launch at a few stations that are changing to allow us to prove that the concept works and refine our plans as necessary before we introduce the changes more widely. We are determined to improve your experience at our stations, not worsen it. Benefit Summary

The modernisation will result in some very tangible benefits to the customer and the quality of station service delivered by GTR.

• Increased staff presence to assist customers with ticket purchases, provision of information and assistance

• Across 83 stations staff assistance with buying tickets will increase by over 2,600 hours a week compared to current ticket office opening times

• 83 stations will be staffed from the first train of the day to the last train of the day

• Passengers will still be able to buy the full range of tickets at these station

• Station facilities, such as waiting rooms and lifts will be available for longer periods of the day

• Improved assisted travel arrangements and times of operation

• Improved safety and security for our passengers

• Increased number of TVMs available at stations

Next Steps

Modernising our Stations is a complex process involving staff, unions and customers. The plan is to “Soft Launch” the concept in September 2016 with a view to refine the concept ahead of full the conversion of stations

• The soft launch stations have been provisionally identified as City Thameslink, , Denmark Hill, South Croydon, Enfield Chase, Battersea Park, Cricklewood, West Norwood and Royston

• We are continuing to work with our station teams and our trade unions on station by station operation and implementation plans. This is not a ‘broad brush’ approach - service for customers and the safety of our staff will be paramount in defining the station plans

• The acceleration of customer “Channel Shift” to new available technologies and products will be key to facilitating the concept. This will be done by offering new technology and products, empowering staff to help educate customers and a strong marketing campaign

• A training package is being developed to help to equip staff with the skills required to host a stations including a renewed focus on customer service via the One Step Ahead initiative

• Although public consultation has ended, GTR will continue to work closely with the passenger bodies and disability groups to ensure we deliver a service that meets the expectation of the customer

Market place Thank you for coming