SERVICE DELIVERY MANAGEMENT SYSTEM Local Plan for Passenger Information During Disruption (PIDD) Document Author: Synopsis & Briefing Note: This document outlines how Virgin Trains East Coast is working to improve information to customers in times of disruption. Service Delivery This document details the response of Virgin Trains East Coast aligned to Project Manager the ATOC Approved Code of Practice (July 2014 version). This document also acts as a status report on Virgin Trains East Coast’s Authorised by: progress against industry recommendations. Implementation Date: 30 September 2015 Head of Service Delivery Published by the Safety & Environment Section. If printed this document is UNCONTROLLED and not subject to update. Issue Number 01 Issue Date September 2015 Contents Page Section Description 1 Document History 2 Purpose 3 Scope 4 References 5 Aims and Objectives 6 Interfaces with Network Rail 7 Compliance 8 Key Requirements 9 Definitions and Glossary Appendices A On Call Checklists B Hub /Satellite Station Information C Virgin Trains East Coast On Call Structure D Virgin Trains East Coast On Call Information Flows E Industry PIDD Action Plan F Virgin Trains East Coast Website / App Screenshot Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 2 of 31 1 Document History Issue Number Page Numbers Date Amended Details Initial Issue of document aligned to ATOC ACOP 1 All September 2015 format (July 2014 version) Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 3 of 31 2 Purpose The below item is provided in compliance with PIDD recommendation 41: 2.0.1 Virgin Trains East Coast recognizes the importance of providing good information to customers in order to make informed travel decisions and the needs for this to be coordinated amongst the industry. 2.0.2 Virgin Trains East Coast supports the industries efforts to improve customer information and has fully adopted the ATOC Passenger Information During Disruption (PIDD) recommendations. 2.0.3 This document sets out Virgin Trains East Coast response to the ATOC Approved Code of Practice for Passenger Information During Disruption at a high level. 3 Scope 3.0.1 This document applies to all activities undertaken by Virgin Trains East Coast, by all its people and at all locations throughout the business. 4 References The below item is provided in compliance with PIDD recommendation 42: 4.0.1 ATOC/ACOP014 - Provision of Passenger Information; 4.0.2 ATOC/ACOP015 – Passenger Information During Disruption 4.0.3 Network Rail Guidance Note for Control, Response and Station Staff: Information During Disruption 4.0.4 Virgin Trains East Coast Control Manual SMS 9.2 5 Aims and Objectives 5.0.1 To enable the timely and reassuring provision of correct and consistent information to passengers during major disruption/delays so that they can make well-informed travel decisions. 5.0.2 In addition to systems-based solutions of varying types, it is the commitment of customer facing teams – and crucially those supporting and feeding information to them – that is of absolute importance in the delivery of PIDD. 6 Interface with Network Rail The below item is provided in compliance with PIDD recommendation 45: 6.0.1 Virgin Trains East Coast recognises that Railway Undertakings and Network Rail have a duty to work closely together and co-operate over all aspects of passenger information, including Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 4 of 31 but not exclusively during periods of disruption. 6.0.2 Information from the site of an incident forms the key initial stage in the information chain. Network Rail takes the lead role at all operational incidents and has procedures setting out their response to such incidents, including as they relate to passenger information. 6.0.3 Virgin Trains East Coast recognises the ability of Railway Undertakings to provide consistent and timely information to passengers during disruptive incidents – is heavily dependent on the flow of information from Network Rail, particularly in reference to: • estimates and information from the site of an incident/disruptive event; • cause of the delay; and • production of plans for the restoration of services. 6.0.4 Virgin Trains East Coast recognises its responsibility as a Station Facility Owners (SFO) to work with and cooperate in the dissemination of information in a non-discriminatory way that looks after passengers’ needs regardless of train operator. It is noted that not all SFOs are Railway Undertakings. 7 Compliance 7.0.1 This document outlines Virgin Trains East Coast ‘local plan’ to deliver information to passengers during disruptive incidents based on the guidelines in the ATOC ACOP and in close co-operation with Network Rail. 7.0.2 The Head of Service Delivery will be responsible for instigating a review of this local plan at least annually, every April, or as required post significant incidents, or development of the industry recommendations requiring further review. 7.0.3 Virgin Trains East Coast recognizes that due to local circumstances the flexible and collaborative approach required to recover a disrupted train service can also lead to alternative local solutions being adopted on a planned or unplanned basis, and this is encouraged where it is in the best interest of passengers. 7.1 Measures 7.1.1 The bi-annual National Rail Passenger Survey (NRPS) by Passenger Focus is a measure of passenger perception of disruption for all franchised train operators. 7.1.2 The quality of CSL2 messages are monitored by the Head of Service Delivery, with frequency measured on a periodic basis through automated reports from Nexus Alpha (provider of the Tyrell messaging system used). 7.1.3 Further internal development of qualitative aspects of Core Messages are been developed focusing on style and content using best practice from within the Stagecoach / Virgin Rail Group. The below item is provided in compliance with PIDD recommendation 31: 7.1.4 Virgin Trains East Coast have engaged Northern Rail as an independent audit of Core Message quality on a mutual basis, taking advantage of the difference in network and operation type Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 5 of 31 to provide an objective assessment. Northern Rail are also co-located within the York Rail Operating Centre. This audit will be conducted on an annual basis. The below item is provided in compliance with PIDD recommendation 44: 7.1.5 Virgin Trains East Coast will also engage Network Rail and other railway operators on the London North Eastern route to reviews of local plans for suitability, taking account of best practice and to ensure they are complementary. 8 Key Requirements 8.1 General 8.1.1 Service Disruption Thresholds & Customer Service Level 2 (CSL2) The below item is provided in compliance with PIDD recommendation 36 and 40: 8.1.1.1 Virgin Trains East Coast is a long distance intercity operator and this local plan is based upon this service type. 8.1.1.2 Regular messaging to the business will advise of the current status. 8.1.1.3 CSL2 should be declared once the Service Disruption Threshold/s below been reached, unless there is a good reason why it should not be. 8.1.1.4 Service status indicator: Service Status Descriptor Actions Green Normal Service: • Individual Train and Customer Advice • Services running normally Or • Single delay between 20-30 minutes Or • Single cancellation Yellow Minor Disruption: • Individual Train and Customer Advice • An incident is causing 5 or more • Consideration given to CSL2 services to be delayed over 30 implementation minutes • Implement CSL2 as necessary Or • 4 or more consecutive service cancelations in either direction or terminations Or • An incident is under investigation which could begin to affect the route Or • The service is returning to normal but some trains may still Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 6 of 31 be delayed or altered Red Major Service Disruption: • CSL2 Implemented • Gold Command Conference Partial route closure with NR Or • 3rd Line Teleconference An incident is causing or likely to arranged • Muster Points Implemented • Ticket Restriction Lifted • Mutual TOC Ticket Acceptance • Hub Stations Introduced • Route Core Message Issued • Hub Hand-outs Issued • Posters Issued • Alternative route maps issued • All Digital channels updated to reflect service status Black Major Route Disruption: • CSL2 Implemented • Gold Command Conference • Route closure with NR Or • 3rd Line Teleconference • Weather related significant arranged disruption • Muster Points Implemented Or • Ticket Restriction Lifted • A prolonged incident which will • Mutual TOC Ticket Acceptance significant affect the route for • Hub Stations Introduced 12 to 24 hours, causing multiple • Route Core Message Issued cancelations and alterations to • Hub Hand-outs Issued the service. • Posters Issued • Alternative route maps issued • All Digital channels updated to reflect service status • Business Disruption Group Mobilised • Volunteers requested • Do Not Travel Policy Implemented • The ATOC Code of Practice for Handling Customers involved in a Major Rail Incident will usually be implemented 8.1.1.5 The triggering of CSL2 results in a number of actions to be taken by different roles across the business. The roles and responsibilities during disruption are located in Virgin Trains East Coast SMS 9.2.3 Managing Service Disruption document. 8.1.2 Understanding of the end-to-end PIDD process 8.1.2.1 It is important that all staff understand their role in providing customer information during disruption and the interdependencies as well as information flows as part of an end to end process. Document Local Plan for Passenger Information During Disruption (PIDD) Issue No.