Saturday, December 10, 2022
- Advertisement -
Home Passenger Regulator’s insistence on better passenger information drives industry change

Regulator’s insistence on better passenger information drives industry change

The Office of Rail and Road (ORR) and the rail industry are working together to improve passenger information. The rail industry has created a strategy and plan in response to ORR’s call earlier this year to improve passenger information particularly during disruption.

The regulator is trialling a new Customer Information Measure to assess the management of passenger information in train companies and drive forward improvement.

Following its independent research, the Office of Rail and Road (ORR) called for passengers to have effective advice and reassurance during disruption, with clear and reliable information, which is consistent across the network.

Advertisement

With changes to timetables and travel advice happening more often than usual, Covid-19 has highlighted just how vital it is for passengers to have consistent information which helps them plan and make journeys with confidence.

ORR is pleased that the industry’s response recognises the need to make improvements. Its Passenger Information Improvement Plan comprises 13 work packages designed to provide passengers and staff alike with timely, accurate and more complete information. This builds on the commitments the industry made in January 2020 to us.

Good progress has been made on those commitments. This includes agreed funding of £7m to redevelop the National Rail Enquiries website to improve the quality of information provided, and the enhancement of a personalised information tool, to provide proactive alerts about crowding and information about social distancing.

ORR is also working with the industry to develop a new way to drive continuous improvement in delivering customer information. A Customer Information Measure (CIM) will now allow management of passenger information by individual train companies to be assessed; identify areas for improvement and provide a benchmark for comparison. Two train operators – Cross Country and LNER – working with Network Rail, will shortly begin the pilot assessments using the CIM.

John Larkinson, ORR Chief Executive, said: “Passengers must have the information they need to plan and make their journey, especially when there is disruption. While improvements have been made in recent years, more still needs to be done to meet passenger expectations.

“The industry strategy and our Customer Information Measure are crucial to driving change. I am keen that this work progresses quickly so that passengers can start realising the benefits as soon as possible.”

Photo credit: Office of Rail and Road


For today’s rail news from railbusinessdaily.com click here.

image_pdfDownload article

Most Popular

SNCF and DWS finalise the sale of Akiem

SNCF, DWS and CDPQ have concluded the transaction whereby CPDQ has acquired the entire capital of Akiem, the leading provider of locomotive leasing services...

One million journeys made cheaper with Mayor’s £2 fare

Passengers in South Yorkshire have made savings on one million tram and bus journeys with the Mayor’s £2 fare. Part of Mayor Oliver Coppard’s plans...

Railway fencing boost for Grangemouth wildlife centre

Network Rail has completed work to renew fencing at the Scottish Wildlife Trust’s Jupiter Urban Wildlife Centre in Grangemouth. Fencing in the area needed to...

Second stage of Barmouth Viaduct refurbishment complete

The railway and footbridge across Barmouth Viaduct will reopen on Saturday 10 December, as Network Rail prepares for final metallic upgrades in 2023.  Network Rail...
- Advertisement -