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c2c PIDD Local Plan. Version 6a Issue: February 2017

c2c Local Plan for Passenger Information During Disruption (PIDD)

Prepared by:

………………………………

Andrew Monk Service Delivery and Planning Manager c2c

Authorised by:

…………………………… Kevin Frazer Delivery Director, c2c


2 Record of Amendment

Issue Date of Issue

Revised Pages

Details of Amendment Author

1 1 August 2010

All New Issue – due to licence condition introduction by ORR. Andrew Monk

2 1 August 2012

All Review following revision of PIDD ACOP15 by ATOC Ops Council.

Andrew Monk

3 1 August 2014

All Review following revision of PIDD ACOP15 by ATOC Ops Council following Passenger Focus research of May 2014.

Andrew Monk

4 1 April 2015

All Review following agreed PIDD Actions between ORR and RDG in response to PF research of May 2014

Andrew Monk

5a 1 June 2015

All Review following updates to standards and implementation of enhancements.

Andrew Monk

5b 25 June 2015

16-24 Update to include Industry Action Plan and c2c Actions outside of Industry Plan

Andrew Monk

5c 30 July 2015

9, 10, 17, 23

Updates to references to the Industry Action Plan and a correction to PIDD-03.

Andrew Monk

5d 07 August 2015

9, 11, 14, 18, 20, 24

Completion of actions PIDD-13A and PIDD-41. Andrew Monk

5e 22 October 2015

All Completion of Action PIDD-16. Change references from Passenger Focus to Transport Focus. Transparency: Inclusion of perception results about PIDD. Completion of Action PIDD-16. Updates to “Disruption Mode” and “Next Fastest Train” complete. Announcing hours reviewed. New Actions PIDD-46 to PIDD -49 from Christmas 2014 Kings Cross / Paddington Reviews being tracked. New action PIDD-50 now added to the industry plan. First-to-Last Staffing in place. Station Facilities now on Journey Check.

Andrew Monk

5f 22 Feb 2016

All Updated to make more explicit how customers are advised of the Delay Repay entitlement; that a ticket acceptance arrangement has now been made with First Essex buses; to reflect that some stations have been provided with roaming microphones to help with information provision and to update the latest NRPS satisfaction results with how delays were handled.

Andrew Monk

6a 08 Feb 2017

All Annual Review and Update of Local Plan. Andrew Monk


3. Purpose

The Office of Rail and Road (ORR) requires c2c as part of their licence conditions to generate a Local Plan to demonstrate that Railway Undertakings have arrangements to comply with the ATOCs c2c are required by the ATOC Approved Code of Practice (ACOP) 015 “Passenger Information During Times of Disruption”. c2c’s Local Plan reflects that c2c is a Metro style DOO railway.

4 Scope

This document applies across c2c.

5 Ownership and Review

This plan is owned, maintained and updated by the c2c Service Delivery & Planning Manager. The document shall be reviewed no less than every year from August 2014.

6 References ATOC ACOP 015 (July 2014) “Passenger Information During Times of

Disruption” Transport Focus (August 2014) “Passenger information when trains are

disrupted”


7. COMPLIANCE WITH PIDD ACOP 15 (2014) SECTION 7 – COMPLIANCE 7.1 MEASURES 7.1.1 Perceptions The bi-annual National Rail Passenger Survey (NRPS) by Transport Focus is a measure of passenger perception of disruption for all franchised train operators. Bi-Annually between the NRPS survey periods, c2c also commissioned its own Customer Satisfaction Survey (CSS), using a similar questionnaire to that of the NRPS. This provides a quarterly perception measure of “How well (c2c) deals with delays” with the percentage representing passengers who were delayed on their journey when surveyed and rated how it was handled as “Satisfied” or “Very Satisfied”. 7.1.2 Indicators Quality of CSL2 messages are monitored by the Service Delivery and Planning Manager, and the frequency is measured on a periodic basis through automated reports from Nexus Alpha, with the MAAs for 15 and 20 minute messaging reported in the c2c Board Report. Good Practice was identified and shared amongst the ATOC Information Development Group in April 2015, this has been incorporated into the Good Practice Guide. As a result, we have developed a new standard 21.06 Core Message Quality and Incident Review Arrangements, which aligns with the Good Practice and details the criterion by which Core Messages should be measured for quality, as well as frequency. An annual audit of Core Messaging and the sharing of Local Plans will be established with London Overground, Abellio Greater Anglia and MTR Crossrail due to the interactions at Barking, Upminster, Stratford and London Liverpool Street stations.


SECTION 8 – KEY REQUIREMENTS 8.1 GENERAL Service Disruption Thresholds and Customer Service Level 2 (CSL2) c2c’s Service Disruption Thresholds and the CSL2 Trigger are deemed appropriate and fit for purpose in a DOO, Metro Style operation (PIDD-36) Information relating these are detailed within c2c Standing Order 2.2 “Managing Service Disruption”, however, the thresholds are however include below for reference.

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 the Managing Service Disruption document.


End-to-End PIDD Process


JourneyCheck

Nr PlannersProduce LTP, STP and hold ContingencyTimetables Develop TOC

Schedules, STPsand Contingency plans

ITPS

VoyagerPlan

CIF Mgr

PIF/PEX Email/Fax

TSIATRUST

Timetable (01:00)

CrewPlan

Balance Fleetand Crew availability and manage variations

Fleet Status(Short Formations, ect)

TRC

VSTP

Schedule changes made < 22:00 for next day prior to PPM cut off.Schedule additions, deletions and restricted changes made > 22:00 for next day and on the day of operation.

IncidentController

RCM

Tyrell

Tyrell

Signaller

OperationalDecisionsVerbal, Telephone

CCF

SimplifiersSimplifiers

CCF

CCIL

FMS

OperationalDecisionsVerbal

SignallingSystem

NR ESBTD.Net

Train Mvt Data

Train Mvt Data / Train Describer Data

TrainDescriber

Data

Authority for the safe movement of trains

Manage incidents, Prioritised Plan(Lead Operations Controller)

Overall Route Control Responsibilities

NRESNationalHelpdesk(Mumbai)

Darwin

SignallingInfrastructure

StationStaff

PAX(On Train)

PIS

Email(Tyrell)

Incident Conf Calls

- TSM- Other TOCs(DCM, RCM)

- NOC- NRCC

Gold Command(Code Blue)

TyrellFeeds

NRESAlerts

BTPPolice

Concerned Public

Trespasser

Contingency Plan Instructions if disruption to last > 36 hours.

Driver(At Stn)

(350 DO trains)

Ask Driverto contact signaller

Driver letsSignaller know that there is a train problem

SSM

Driver(On Route)(350 DO trains)

Driver lets Signaller know that there is a train problem.

SignificantDisruptionAssessment

SignificantDisruptionProcess

SignificantDisruptionUpdates

Incidentassessment and estimates

Driver letsSignaller know that there is an infrastructure problem

Access requests plus Poss. updatese.g. overruns

Key

Core disruption management interactions

Normal day of operations interactions

Train/Facilities disruption fault specific interactions

Infrastructure disruption specific interactions

Significant disruption specific interactions

Seek Advice/resolutionFrom fleet experts.‘Phone a Friend’

ITPSCIF Mgr

Timetable

TRUSTTD

TD.Net

NRN

PA

Intranet

IncidentUpdatesVerbal / phone

Timetable

PAX(On the

Day)

PAX(At

Station)

Station CIS / PA

Report IncidentPhone


Report IncidentPhoneReport

Incident

OIS

Customer Information interactions

Mobile Apps(NRE,)

Mobile Apps(NRE, Others)

Jason D’Arcy V0.1 – 13/04/12

Twitter

Twitter

NR

c2c

Other

Service DisruptionInformation

Customer

NR

ATOC(NRES)

Other

c2c

Fleet MgtShift Prod Mgrs

(East Ham)

CCFCCIL

Assessment and estimate.A8 for common incidents,A4 for unusual ones.

P-WayTeam

Engineers(Various)

RIO

TOLO

MOM

PICOP

Incident start point

OtherTOCs

Journey Planner (NRE) /Live Dep Boards (NRE) /Journey Check (NAL) /

Timetables (PDFs)

c2c Web site

PAX(Planning)

Plan of the DayVerbalShort Forms

Service DisruptionInformation(Train Speak)Listening, Verbal

Marketing(09:00 – 17:00)

DepotMgrs

(Shoeburyness)

TOC Planners

CCF

TOCs / Controls


CDS

RAVERS

Concerned Public

Report IncidentNational Helpdesk

Report IncidentPhone (Bridge Bash)

AngliaICC

Manage FleetMaintenance and condition

Tyrell Cust / Op

Msgs LICC

Service DisruptionInformation, Telephone, Email (Cust Speak)

Signaller provides updates to driver

Service DisruptionEscalations

Service positional updates

Control Centre Primary Sites

Thameside Lines

Guard(10 trains)

IncidentSupport

Controller

CIF Files also feed Impact,, CCF, CIS, Tyrell and many other systems.

Delivery the ‘Plan of the Day’ and deal with operational deviations.

Incident NotificationTelephoneQ10

ServiceChanges

Incident Updates

Mobile(BB)

Darwin Tyrell

All TOC views

TwitterIndustry

View

FleetIncidentUpdate.May hold Conf call between Driver, TSM and East Ham)

Signal posts

Mobile

BTP/Public calls route to physical phones. Picked up by TRC or RCMA4 from public

Crew Mgt –Shoeburyness

GSM-R

ServiceRe-planningTelephone

FMSCCMS

CCMS

CCIL

TSIATRUST

TSIATRUST

Service Disruption Information, VerbalEstimates: A8/4

Asset RecoveryMgr (MOM or Fault team)

CIM

OIS

Twitter

P2

NRCCTrafficLink

Station Help Points

Significantdisruptionbanner

c2cCust Relations

(email)

Disruption Feed,Service Updates

Service ImpactAnd resolution planTelephone

Fleet Mgt -East Ham

Other TOCs(LOL, Greater

Anglia)

TSM

IRMA IMPACTIMPACT

C2CMgt

CCF

CrewStatus

XV

ServiceRe-planTelephone

CCF

Service Impact and resolution planTelephone

Fleet incidentNotificationTelephone

Fleet incidentNotificationVerbalQ10

NR Route Control(Note, dedicated TRC for Freight)

c2c Control

UpminsterSignalling

NR Signallers

Incident NotificationVerbalQ10

Single point of info to wider community.CSL2 Decision Pt.

Fenchurch St

2-way interactions,Inc trend monitoring24x7

Social Media Champions

Customerreported incidents

NAL

Twitter


It is important that all staff understand their role in the overall C-COMMS / Disruption Management processes – together with what the key interdependencies are. Further details of roles in information provision during all levels of delay are found in c2c Standing Order 2.3 “Passing and Receiving of Customer Information”, with roles and responsibilities during CSL2 prescribed in c2c Standing Order 2.2 “Managing Service Disruption” The local induction for new staff includes a disruption management briefing to provide an overall appreciation of the different roles during disruption – and given the opportunity throughout their career to visit the Service Delivery Centre at Upminster IECC. Staff that are on c2c’s On-Call Roster are given dedicated C-COMMS / On-Call briefing which includes ensuring the provision of consistent, regular information from the c2c Customer Information Manager. 8.2 Operations 8.2.1 In the Control Room

The “Control Room” for the purposes of this document refers to the c2c Service Delivery Centre, currently located at the Upminster IECC.

February 2017: c2c Control is planned to move to the Romford ROC in the next few years. Holding Messages

Holding Messages should be issued as soon as practicably possible when the control becomes aware of an incident that is likely to result in a CSL2 threshold incident.

It is not necessary that all details are known, nor the response times – merely that train services will be disrupted between two points and that more information will follow.

This would then be followed by Core Messages at regular intervals, targeted to be within 15 minutes of each previous message and not exceeding 20 minutes. Mobilisation of Operations and Customer Service Response teams

Details of the escalation for incidents within the on-call response are documented in c2c Standing Order 2.1 “On-Call Arrangements”

This includes the conditions in which the 2nd Line On-Call (Incident Commander) would attend the c2c Control and the option for an additional member of staff from Upminster station to assist the Customer Information Manager The roles and responsibilities for on-call staff are documented in c2c Standing Order 2.2 “Managing Service Disruption” – these include the arrangement for deployment of additional staff such as revenue protection, driver managers or recruitment of Customer Action Teams from the c2c Head Office at Cutlers Court, Houndsditch (London).


Alterations to Train Services

Amendments to train services shall be made by the Train Service Manager, and communicated to the Customer Information Manager who is responsible for inputting the Tyrell amendment. Where it is already known that a train is going to be cancelled, this should ideally be inputted into Tyrell before it’s booked departure time, else within 5 minutes of knowing it has been cancelled. c2c connected the Worldline LICC at Upminster to Darwin in August 2014, this results in Tyrell messages being relayed to the Darwin database and then on to all dependant downstream systems. This provides consistent information across departure boards, National Rail Enquiries apps and websites – giving ‘one version of the truth’. Contingency Plans

The current issue of the c2c Train Service Contingency Plans are dated December 2016 and this was reviewed prior to the commencement of the January 2017 timetable – this document includes preferred short-formations in the event of shortage of rolling stock, special stop orders in the event of a cancellation and service formulae for a number of disruption scenarios. The ‘preferred short-formations’ contingency plan is reviewed to account for the measured passenger loadings of services. Day A for Day B Timetables

The ‘Snow Lite’ Day A for Day B Timetable was reviewed and withdrawn following an attempted implementation in December 2013. This has been replaced by the “Reduced Speed Timetable” which is now included in the Autumn and Winter Working Arrangements. We therefore now have three Day A for Day B scenarios:

Fixed Formations “Reduced Speed Timetable” and Key Route Strategy – SnowPlan

The process for the implementation of Day A for Day B timetable was re-briefed by Network Rail and this was re-circulated internally within c2c in January 2015. Details of how these should be implemented are documented within the c2c Autumn Working Arrangements, c2c Winter Working Arrangements and c2c Summer Working Arrangements. Following the decision to deploy a Day A for Day B timetable, the correct deployment of the CIF file through to downstream systems should be checked. This process is described within Safety Manual 21.14 Day A for Day B Timetable Deployment.

Cause of the Disruption The Customer Information Manager will select the cause of the incident in Tyrell from the list of approved causes as determined by the ATOC Information Development Group.


We have added a number additional causes to assist providing useful information to our customers. Upgrades to ATOS Worldine LICC GUI software and audio files have resulted in alignment between the disruption reason used on Tyrell and the reason given by the automated announcements on the stations. Transport Focus and the Information Development Group then began working on a wider list of reasons, providing customers with more detail about the nature of the disruption. We began using the wider range of industry approved delay reasons within our Tyrell messages in August 2015 (PIDD-13A) – this expands detail about, for instance, “animals on the line” to be “sheep on the line”, “cows on the line”, “horses on the line” etc. November 2015: Darwin was updated to take the new expanded set of reasons in which results in these being reflect on apps and departure boards. This will be followed later by a fully aligned set of audio announcements (PIDD-13B). Where necessary additional detail to provide more specific information can be added to the “Further Information” section of the message. The National Rail Enquiries Service Level Agreement with c2c details how NRE shall use this information and the timescales within which this shall be displayed on their website/social media channels. Safety Manual 21.12 Website Checking and Disruption Banner Editing described the responsibilities for checking the consistency of information about c2c disruption across different providers. c2c makes use of the amended form of words in the unfortunate event of a fatality on the line in accordance with the recommendations from Transport Focus and the Samaritans (PIDD-50). Audit of Address Books (PIDD-11)

The Tyrell address book is reviewed each quarter referencing the revised “Control Office Directory” and high frequency recipient failures for messages – this includes the NRCC at Doncaster.

8.3 Customer Service

Holding and Core Messages

c2c aim to distribute core messages every 15 minutes during CSL2 triggered disruption in order to ensure consistent updates to staff.

This information is distributed by the Customer Information Manager using Tyrell and is supported by the established Retail Management Centre for additional information requirements by stations.

The standard Tyrell IO message format is used for messages, for the purpose of consistency.


The information required to inform the messages distributed include:

The nature of the problem (required from c2c or Network Rail) Understanding what format the service will take in the meantime (c2c TSM) The Impact on the train service (c2c TSM) An estimate for normal running

o Depends on estimate for fix / moving obstruction etc Advice for the Customer

o Alternative routing, ticket acceptance etc. c2c’s Tyrell has had the phrase “until further notice” removed from use within line of route problems in order to ensure an (at least indicative) estimate is provided for the resolution of the incident. In the event of no estimate being available, the phrase “at least until hh:mm” shall be used until the estimate becomes more firm. (PIDD-33) Alternative Routing and Ticket Validity Details of the arrangements for communicating ticket acceptance and the requirement to log when a request is made and the time that acceptance was accepted and withdrawn, (or declined, with a reason why), are found in:

“c2c Safety Manual 21.07 – Alternative Transport and Other TOC Liaison Arrangements”

“c2c Safety Manual 21.08 – Ticket Acceptance Arrangements”

An update to 21.08 was made in June 2014, to include the acceptance of tickets beyond the length of the disruption itself to allow passengers to return to their vehicles which may have been parked at a c2c station rather than their usual home station. Ticket acceptance arrangements exist between:

c2c, Abellio Greater Anglia, Docklands Light Railway, London Overground, TfL Rail (Crossrail), London Underground, London (TfL) Buses Arriva Buses between Southend Travel Centre and Shoeburyness First Essex Buses

November 2015: We have worked with First Essex Buses in the Castle Point and Basildon areas to construct a Ticket Acceptance Arrangement during disruption. An appendix was issued in December 2014 having confirmed that the TfL / ATOC agreement is still in place, resulting in c2c ticket acceptance on TfL Buses being free of charge. The appendix detailed alternative TfL Bus routes that ticket acceptance should be requested for during disruption.


Cheapest Travel Policy c2c is obliged to offer the best possible price to customers for the journey that they are making – this is covered by the principles of Impartial Retailing. The c2c Passengers Charter for the new franchise includes the provision of a “Best Fare Commitment”, where if the customer can show that there was a cheaper ticket available for the route they were travelling, then they will be entitled to compensation of twice the difference between the ticket sold and the correct ticket. Do Not Travel Policy c2c has arrangements in place for this and are enshrined within c2c Safety Manual 21.09 “Do Not Travel Policy” with further guidance as to how this shall be communicated found within Safety Manual 21.11 “Provision of Customer Information in Advance of Known Disruption” Other TOCs Disruption All ticket offices and help point answering locations have access to National Rail Enquiries website to be able to assist with queries relating to other operators. Information regarding London Overground disruption at Barking can be provided by Barking CCTV Room staff and is provided on the information screens operated by c2c. Information relating to London Overground disruption at Upminster (to Romford) is communicated to c2c control from the London Overground control – this information is in turn relayed to Upminster station for onward communication. London Overground connected to Darwin in March 2015. London Overground started operating the Romford-Upminster service from 31st May 2015. Automated announcements have been commissioned across the route, which announces the status of the TfL network every 10 minutes. 8.3.1 At the Station Grouping Stations Together – “Hub and Satellite” approach c2c recognises the need to reduce the number of queries being made to the c2c Control (particularly the Customer Information Manager) during disruption – particularly those relating to information that is already available by other means. In order to achieve this, upon the triggering of CSL2, c2c establishes a “Retail Management Centre” (RMC) set up by the 1st Line On-Call Retail or their intermediate nominee – it is the RMC that the engages with the SDC. The RMC relay messages and answers queries for stations. It is important that the RMC establishes itself such that the person designate has access to information and a telephone number that can be communicated to the business.


Customer Information Screens (CIS) The CIS on the c2c route is operated from the c2c control at Upminster SDC by the Customer Information Manager – it is capable of being manipulated by staff at Fenchurch Street Announcers Office, Fenchurch Street Travel Information Point and Barking CCTV Room. As well as information relating to individual trains, their calling pattern and the expected departure time; these screens are also able to display Special Notices which are used during disruption to inform customers of the general situation, the reason for the delay and any expected journey extension. The CIS was connected to Darwin in August 2014, resulting in changes made on the CIS locally, reflecting in downstream websites and smartphone apps. It is recognised that when, due to disruption, the number of cancelled services is large, that it is more helpful to customers and staff to be able to see just the trains that are running. This was previously achieved only by the Customer Information Manager manually suppressing cancelled trains one-by-one in a highly time-consuming task. To improve the provision of information in this scenario, in August 2015, c2c invested £14k to upgrade the LICC GUI software. This upgrade means that a station (or a group of stations) can be placed into “Disruption Mode”. This would immediately only then display on departure boards the trains that are known to be running. When a station (or a group of stations) is in “Disruption Mode” this is indicated by a Special Notice on the departure boards and by a pre-recorded announcement advising customers of the changes to information provision. An example of the Special Notice that accompanies the Disruption Mode deployment is shown below:


February 2017: The “Warning of Future Delays” feature from Worldline has been purchased. This £20k investment will enhance the information offered by c2c to warn customers that even though the train may be on time at the station at which they are boarding; if there is a known problem on the line, the customer will be alerted that the train ‘may’ be delayed later on the journey. February 2017: A £2m capital investment is being made by c2c to upgrade existing and install new customer information screens across the c2c network. These will offer a significant improvement in passenger information at many stations, and especially those which are currently provided with Cathode Ray Tube (CRT) style TV screen displays which are subject to screen burn and offer poor visibility of information. This investment is being made and all route upgrade is due to be completed by December 2018. February 2017: The new CIS that is provided will be able to display graphics illustrating the level of crowding on board each carriage. Initially this will reflect the ‘typical’ crowding level, but will eventually be able to receive information live from the train, providing customers with more information about where it is best to board. Announcements With the exception of Fenchurch Street, where all announcements are manual, all stations have automated audio announcement of train services. A change was made in August 2015 so that automated announcements are made during all train running hours. Updates made to the LICC GUI by ATOS Worldline in August 2014 advance of the implementation of Darwin CIS on the c2c network resulted in the reason (from the existing Approved Reasons list) for delay being automatically relayed to LICC via Darwin, rather than this having to be manually undertaken by the Customer Information Manager. This means that the customer will now receive information about the high-level reason for delay/cancellation through the automated announcement system. August 2015: The new, expanded, list of approved reasons for delay are now being used within c2c’s Tyrell (PIDD-13A). A further update is expected in 2016 whereby the audio is expanded to include the new approved list of reasons – which provides passengers with more granular reason for their delay (PIDD-13B). During times of significant disruption, it is recognised that trains that are incrementally delayed (normally where a train is stationary) that this will result in a constant stream of ever-increasing and repetitive updates which will appear inaccurate. The “Disruption Mode” upgrade was completed in August 2015. This £15k investment, suspends announcements (and apologies) for trains that will not run and only displays on the departure boards the trains that will run. The “Next Fastest Train” upgrade was completed in October 2015, which advises customers who are affected by a cancelled train of the next service to certain key stations – as well as announcing where that service will depart from – together with an estimate for the departure of that service. The opportunity was taken to rephrase the


standard delay and cancellation announcement to reduce the number of automated apologies (PIDD-16).This is a £14k investment in improved information and the reduction in automated apologies which we are aware are an annoyance to customers. This information can be supplemented by the triggering of a Long Line Public Address (LLPA) announcement by the Customer Information Manager. This would be largely generic rather than station specific, however, due to the limitations of time and the need to maintain these recordings. Special, pre-recorded LLPA announcements are programmed to be automatically made whenever “Disruption Mode” is triggered by the Customer Information Manager. This will alert customers to the disruption; that the information screens will show only trains that are due to run and that also make customers aware of alternative routes where tickets are being accepted. Staff at stations are encouraged where possible, to use their local station public address system which is usually located in the ticket office. Research shows that customers prefer a manually made announcement. Information announced should follow guidance from the messages from the Customer Information Manager, or that relayed by the Retail Management Centre designate. December 2015: Roaming microphones have been provided for platform based staff at Upminster, Barking and West Ham in order to advise customers during normal running and during disruption. A software enhancement was made to the automatic announcements across the c2c route in November 2014 to allow for the automated announcement of a service status update regarding the Transport for London (TfL) network, detailing which lines have a status other than a “Good Service”. This is being announced every 10 minutes throughout the day.

Station staff in ticket offices have access to the following information streams and technologies:

Station departure boards c2c Website National Rail websites, “c2c SDC message” feed in Google Mail and Visual mapping of the location of trains on the c2c network via P2.

They also have access to a smart phone and a Tablet device which has access to:

c2c Twitter feed, Live Departure Boards, c2c Website, National Rail Enquiries Website c2c Live App Disruption emails from the c2c Control Room.


The stations are equipped with Wi-Fi provided by c2c, resulting in this information being accessible without relying on the 3G network. We will review the technology provided to our stations regularly to ensure they remain fit for purpose (PIDD-23) 8.3.2 On the Train As c2c largely operates a Driver Only Operation (DOO) railway, for all except for a select number of 12-car services where a Train Captain is also on-board, it is the provision of information to drivers in order for this to be relayed to customers which presents us with a current information challenge. Drivers are encouraged to contact the signaller using the GSM-R within 1 minute of becoming stationary at a red signal. Drivers are also encouraged to make a “1 minute announcement” to customers – with at least the admission that (s)he doesn’t yet know the reason for coming to a stop and is contacting the signaller to find out more information; with a promise to keep the customers informed. The provision of information back to the driver, is dependent upon a number of factors:

Complexity of the disruption Busyness of the signaller Whether a general call has/can be made

The Customer Information Manager must ensure that the Shift Signal Manager has arranged for either a periodic General Broadcast or a berth-activated message to be recorded. The information provided using the general broadcast must include information from the CSL2 Core Message so that the information can be relayed to the passengers on board trains on the network On 12-car services, the Train Captain has the ability to source information from his, mobile phone etc and to announce this to the customers on board their train. June 2015: GSM-R roll out started in 2012 and was completed in August 2013. An update to the software is expected to allow for the GSM-R to be used to make an announcement to the passenger saloon. c2c has requested that a GSM-R “Fixed Terminal” is provided for this purpose by Network Rail for the migration to the Romford ROC to enhance the customer information provision. The latest estimation for the software being available from Network Rail Telecoms is Summer 2016 (PIDD-39)


8.3.3 Internet, Social Media and Telephone Internet The new website went live for the start of the c2c franchise, and amendments have been made to this to allow for a prominent disruption banner in line with good practice identified by the ATOC IDG. An example is shown below:

The disruption banner is prominent both on desktop and on mobile devices and uses a colour coding system to warn about the severity of the disruption.


Safety Manual 21.12 – Website Checking and Disruption Banner Editing details how to amend / activate the disruption banner during disruption. Wording for this would normally be agreed between the 2nd and 3rd Line On-Call – with the message distributed to Press Office and Customer Relations for consistency. During disruption resulting in the red disruption banner being deployed and the subsequent service recovery from these incidents then information about the availability of Delay Repay compensation should be provided. This can be achieved in two ways:

Adding text to the banner Activating the Delay Repay image on the Media carousel.

Guidance on how this can be done and the out-of-hours support for the website provider is appended to Safety Manual 21.11 “Provision of Customer Information in Advance of Known Disruption” Parts of the c2c internet page (http://www.c2c-online.co.uk) takes it’s information feed directly from Nexus Alpha Tyrell – entered by the c2c Customer Information Manager at Upminster SDC – this updates the Line Problem and individual Delay or Alterations to trains. The short URL (http://www.c2c-online.co.uk/disruption) automatically directs customers to the Live Travel Updates section of the website. Line Problem message templates issued by the Customer Information Manager have already been amended to include information about claiming compensation. In August 2015, Nexus Alpha updated the Journey Check page for c2c, to now include the Station Facilities updates. Journey Check Alerts c2c customers are able to set a time band for journeys that they make and information about disruption to this journey is pushed to their selected email address. Information from this service is taken from the Tyrell feed of messages entered by the c2c Customer Information Manager. It is possible to push a generic information message to all c2c Journey Check Alert subscribers – this can be arranged via the Marketing Manager. This service does have limitations in that until a message relating to an expected delay (late in/late out), delay-en-route or alteration is entered into Tyrell – then, unless the section of line is affected by an entered line problem – no disruption alert will be generated. Social Media The c2c Twitter feed (@c2c_Rail) is staffed throughout all hours of c2c service operation by c2c managers who are able to provide information in real-time, both as broadcasts messages to the followers, or in response to direct queries.


From January 2016, new posts that are dedicated to the provision of customer information via Social Media have been introduced to c2c (PIDD-37).

Staff managing the account are able to access a variety of information sources including the c2c website, Live Departure Boards, network diagrams with live-train tracking and the c2c and Network Rail Control Pager feeds – giving the detailed information relating to the disruptive incident. The c2c Twitter team is expected to proactively promote the ability to claim compensation during disruption, by providing customers with the link to the online application form. This will most often be the case when the Twitter team operates in ‘broadcasting’ mode, where responding to individual tweets is not most effective. National Rail Enquiries also provide an account (@NRE_c2c) – the National Rail Communications Centre at Doncaster have the same information available from the c2c and Network Rail control centres; and update when larger disruption occurs – providing short-URL links to the National Rail Enquiries ‘Service Disruptions’ page on their website. The @NRE_c2c account has been encouraged to ‘Re Tweet’ information posted by the @c2c_Rail account for consistency of message to the Twitter community. We actively seek information from the Twitter community, largely from the Twitter accounts of the respective emergency services and Network Rail as they are able to provide more information from site during incidents, this allows the c2c Twitter account to tell a more rounded story of the incident and how it is being responded to. Mobile Apps The “c2c Live” app has been launched on the Android and iOS platforms. This brings together multiple sources of information, to ensure that passengers and staff have access to as much information as possible working from the same sources. Customer Relations The c2c Customer Relations department is based at the c2c HQ building and has access to Live Departure Boards, Disruption Information, Pager Message feed, c2c Twitter feed and the c2c website. They are able to answer queries made should a customer contact be received requesting real time travel information during disruption. They are also provided with a briefing from the c2c Performance team following disruption, with the key information to relay to customers following the incident. Overspill (and out of hours) calls are handled by National Rail Enquiries on c2c’s behalf, they have access to the same information as the Customer Relations team during disruption. Help Points


Station Help Points are directed to the Upminster Customer Information Manager or the Customer Information and Security Centre at Romford ROC – both have access to the same level of information; with the proviso that for obvious reasons the Upminster Customer Information Manager is sat adjacent to the Train Service Manager and so will be aware of delays / alterations – as the Customer Information Manager is the staff member responsible for entering this information in to Tyrell. The c2c franchise requires Help Points to be answered, on average, within 45 seconds of their activation. 8.4 Learning for the Future The arrangements for the capture of lessons learned are detailed in Safety Manual 21.06 “Core Message Quality and Incident Review Arrangements”.


Appendix – Industry PIDD Plan

Closed On Target Delayed up-to 6 months Delayed over 6 months

Action Plan

Reference Recommendation

c2c Status at February

2017

Industry Deadline

Industry Owning Group

c2c Delivery

Date

PIDD-01

So that customers get the right level of information when there is disruption, the industry needs to specify good practice in the area of prominent warnings on websites (which cover local and multi-route disruptions) for incorporation into the “Good Practice Guide for providing Information to Customers” and TOCs then need to deliver the changes to desktop and mobile websites and Smartphone apps.

March-15 for definition

March-17 for implementation

Information Development Group

March 2015

PIDD-02

To make sure that the most accurate timetable is reflected in real time customer information systems (that are powered by Darwin, of which there are over 450), TOCs need to provide a high proportion of known amendments, and strive to ensure that all known amendments, for changes made on the day, are communicated in a timely fashion into Darwin e.g., before the train is due to depart its origin station, or within 5 minutes of being cancelled once it has started its journey.

May 2015 Operations Council

March 2015

PIDD-03

To minimise the chances of customers being offered incorrect journeys, and purchasing tickets for trains that will not run when there is disruption, the industry is committed to increase the number of suppliers who integrate the Darwin Timetable feed into their real time journey planners - and ticket issuing systems that offer journey planning functionality – in real time, with TOC channels being a high priority. This is to make sure that customers receive up-to-date information and are not offered cancelled trains in journey results – and therefore cannot book onto trains that will not run.

Web / LDB /

Journey Planner

c2c App

Journey Plan

March 2017 Information Development Group

August 2014

August 2017


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-04

For longer term disruptions (like Dawlish when the line collapsed during the storms in early 2014), the industry should develop and adopt a process for getting passenger information into downstream systems at the earliest, practical opportunity and for the duration of the disruption. August 2015 NTF-OG

August 2015

PIDD-05

The Day A for B process needs to be formally communicated by Network Rail Operations to all Train Planning, Operations and Information departments so that all parties are aware of the timescales they need to work to in order for the process to be fully implemented. May 2015 NTF-OG

October 2014

PIDD-06

The industry needs to develop a Day A for B checking process, within the TOC controls and NRCC, to make sure that, when the Day A for B process has been implemented, spots checks are made to give confidence that changes have been uploaded correctly to the timetable system and passed into all downstream information systems.

May 2015 Information Development Group

February 2015

PIDD-07

To make sure that customers are aware of any disruptions that may affect the journey they are planning to take, all TOCs should integrate the National Rail Enquiries Disruption feed into the various parts of their website where customers can access journey information – this will include the ticket sales parts of their websites (and other relevant digital channels) as specified in the “Good Practice Guide for providing Information to Customers”.

March 2017

Customer Information Strategy – Delivery Board

August 2019

PIDD-08

Each TOC will implement a process whereby someone is sense-checking their own website - and other major websites which contain information about their trains - at a frequency appropriate to the level of disruption to make sure that what the customer sees makes sense and that the information being provided is consistent.


February 2015

PIDD-11

To make sure information received about disruption is shared with all required parties, all TOCs should implement a process to make sure that the NRCC and other TOCs addresses are contained within the address books of their messaging systems, and that they are added to the correct recipient groups when sending information about disruption.

October 2014 Operations Council

October 2014


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-12

To make sure that staff and customers receive the information they require during disruption, the industry should develop a more streamlined and versatile method of providing the right information to the right people at the right time, based on staff and customer requirements.

Customer Information Strategy – Development Group – industry steering group action –

March 2016

PIDD-13

In order to make sure that communications to customers about disruptions are more meaningful, the list of revised reasons should be implemented within TOC messaging and Darwin for dissemination to customer information systems.

Information Development Group – split this original action into PIDD-13A and PIDD-13B

13-A

In order to make sure that communications to customers about disruptions are more meaningful, the list of revised reasons should be implemented within TOC messaging systems May 2015


August 2015

13-B In order to make sure that communications to customers about disruptions are more meaningful, the list of revised reasons should be implemented within Darwin for dissemination to customer information systems

Darwin using new reasons

New reasons announced

automatically by the

Customer Information

Systems


November 2015

To Be Confirmed


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-14

So that customers are better able to understand what is happening on the ground, and therefore make decisions about their travel plans, the evolving / changing story of the incident should be made available to customers where practically possible. December

2015


March-15

PIDD-15

To increase customers’ trust in the information they are being told when there is disruption; manual announcements should be made during disruption (at stations and on trains) alongside the current automated ones where the facility exists. For DOO trains, PIDD-39 (modifications to make remote announcement to passengers on the train via GSM-R) will need to be live to make this fully available.

March 2017 NTF-OG March-17

PIDD-16

The industry needs to reconfigure the current suite of automated announcements (both on stations and on trains) to remove the apology where repeated automated announcements would be broadcast. October 2015 NTF-OG Sept 2015

PIDD-17

When a journey is delayed to the extent that compensation is payable, (in line with the Compensation Toolkit) operators should make reasonable effort to ensure information is available which makes it clear that passengers can make a claim. May 2015


November-2014

PIDD-18

Claim forms for compensation should be made easily available to passengers – on trains and on stations, where practical, and on all TOC websites (easily accessible, downloadable forms). May 2015


November 2014

PIDD-19

So that customers are aware of disruptions, the industry needs to develop and implement a method of tying a customer’s journey to the ticket they have purchased (where their journey and personal data is known) – in order to provide tailored information (e.g. emails/texts on delays/cancellations and invitations to claim compensation).

ATOC Commercial Board – industry steering group action

March 2019


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-20

So that customers have visibility of information sources, to help them avoid the problem in the first place, the industry should promote the services that are currently available for customers to check for delays before they travel – for example Real Time Journey Alerts/ Smart Phone Apps – for example, on TOC timetable literature and on websites – and as part of PIDD-12 commit to review the current suite of services to make sure that they are fit for purpose.

October 2015


February 2015

PIDD-23

All TOCs need to review the apps & devices made available to staff to ensure that they’re fit for purpose (i.e. does the device have the right functionality and right level of mobile coverage for the location that the staff member works in?) for providing customers with accurate information and TOCs will write into their Local Plans to review on an ongoing basis.


March 2015

PIDD-24

The industry will update its processes to make sure that they include the requirement for staff to make announcements when the train comes to a stop between stations within 2 minutes. This includes increased usage of “general call” announcements. March 2016

Operations Council

March 2015

PIDD-25

Customers should to not be forced to pay more because of disruption. In the eventuality that they are forced to pay more, ‘no quibble’ refunds should be provided. March 2017

Commercial Board

November 2014

PIDD-26

Temporary fares that are put in place as mitigation for major disruption should be made readily available to customers to purchase in all ticket issuing systems. Those systems that do not have the ability to do this should be upgraded to make this possible. March 2018

Commercial Board March-18

PIDD-28

To establish what might be done to improve the information at unstaffed stations, where there is currently no real time information provision (circa 500 stations), work needs to be done to identify solutions powered by Darwin, so that TOCs are aware what is available to them so that they can build the costs into future plans

March 2016


November 2014


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-29 Ongoing quantitative research should be commissioned to measure the improvement in the quality of information during disruption for all train companies and that the results are published.

ATOC Operations Council Action – Industry Group Action – May 2015

PIDD-30

In order to facilitate the work required in PIDD-31/32, work needs to be done to develop a measure of Core Message quality. May 2015


March-15

PIDD-31

TOCs should monitor the quality of their own output for CSL2 incidents, and at least once annually should carry out an in-depth review of at least one CSL2 incident. This review should be carried out by an independent party (such as another TOC) and focus on customer impact including information and other customer service.


May-15

PIDD-32

The industry should develop a standard for measuring Core Message quality, and each TOC should have its Core Messages audited against this standard by an independent party (such as another TOC) at least once annually. October 2015

Operations Council

Oct-15

PIDD-33

Where practically possible, an estimate for how long the disruption will last should be provided. Where no estimate is available, the industry should agree the form of messaging to be used until a reasonable estimate can be given to customers. May 2015 NTF-OG May-15

PIDD-34

Additional coaching should be provided for staff responsible for the production of Prioritised Plans (where there is a need) so that the plans are produced more quickly and are fit for purpose including in respect of duration and impact – and added into the controller training and competence management process.

October 2015 NTF-OG Oct-15

PIDD-35 Network Rail needs to report the level of adherence to the production of Prioritised Plans by Control in order for compliance to be measured.

Network Rail Action


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-36

All TOCs should review the contents of their local Plans and CSL2 threshold definitions against the content of the new ACoP to ensure they are fit for purpose.

December 2014

Operations Council

March 2015

PIDD-37

So that customers who use Social Media to contact a TOC about disruption are not ignored, all TOCs need to review how they service the information needs of these customers throughout the period they are running trains.

October 2015 Information Development Group

November 2014

PIDD-38

So that customers receive consistent information about multi-TOC disruptions across all channels, industry-wide Social Media good practice for providing information needs to be captured and shared, whilst also taking into account individual TOC business needs.

December 2015


March-16

PIDD-39

So that TOCs can make manual announcements to customers on trains, including DOO operated services, the work previously done to ensure the GSM-R modifications are made, which will allow TOC controllers to make remote announcements to the train, will be delivered subject to costs.

March 2017 NTF-OG October 2017

PIDD-40

All TOCs need to review their local Plans to ensure that they are reflective of the type of service they are running e.g. commuter / long distance / metro.

December 2014

Operations Council

March 2015


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-41

To increase transparency and accountability, TOCs should publish what they are doing under their local Plan issued under the ACoP, together with the ACoP itself and an annual progress report.

October 2015 Operations Council

July-15

PIDD-42 The Network Rail “Guidance Note for Control, Response and Station Staff: Information During Disruption” document should be published on the Network Rail website and an annual progress report provided.

Network Rail Action –

May 2015

PIDD-43

The PIDD ACoP and the Network Rail “Guidance Note for Control, Response and Station Staff: Information During Disruption” should cross-reference each other.

National Task Force Operators Group Action –

October 2015

PIDD-44

TOCs and Network Rail should hold periodic cross-industry reviews of local plans in order to make sure they are up-to-date and also to share good practice. This should also include test events to make sure that the information dissemination processes are kept up-to-date and fit for purpose.

December 2015

NTF-OG Dec-15

PIDD-45

To help trigger the right cultural response this action plan will be circulated to all TOC and Network Rail Route MDs in order for them to provide the right level of focus on PIDD within their businesses. This will promote high level leadership for the local delivery of the action plan.

May 2015 NTF May-15

PIDD-46

So that the industry can respond effectively to engineering overruns, contingency plans should be in place and TOCs and Network Rail should ensure that planning, control and passenger information functions are staffed appropriately when engineering work is taking place, including on the day before services are due to resume – which might include Christmas Day and Boxing Day.

National Task Force Operators Group Action – New Action (October 2015)


Action Plan



2017

Industry Deadline


c2c Delivery

Date

PIDD-47

So that accurate information can be provided to customers when short-notice timetable changes are necessary, the industry will actively explore options that would enhance its ability to, at any time of year, upload alternative timetables into Darwin on the day.

Operations Planning Steering Group –

New Action (October 2015)

PIDD-48

So that customers have access to the full details of their journey when there are engineering works, textual descriptions should explain what is being done and why. TBC OPSG

December 2015

PIDD-49

TOCs and third party retailers should ensure that throughout the journey-selection and purchase process it is clear that the journey returned is not the normal one (examples include if there’s a bus journey, if it’s taking longer than normal; if the train’s diverted from normal route; if the journey’s to a different station than usual or if there’s a reduced or significantly amended timetable etc.).

Operations Planning Steering Group –

New Action (October 2015)PIDD-50

Amend messaging regarding fatalities on the network in order to reflect the research undertaken by Network Rail and the Samaritans regarding passenger perceptions December

2015 IDG

October 2015


Appendix – Additional c2c Actions Outside of the Industry PIDD Plan

Closed On Target Delayed up-to 6 months Delayed over 6 months

c2c Action

Actions being taken c2c

Status at Feb 2017

c2c Delivery Date

c2c-01 Provision of tablet devices for stations to improve access to information about train running and disruption November 2014

c2c-02 Include additional information in the automated announcement of trains at the station to identify which route the train is to run ‘via’. February 2015

c2c-03 Provision of TfL network status at all stations on the c2c network by announcement and visual display via the Customer Information Systems. March 2015

c2c-04 Additional interchange information to advise customers of locations they can change at for connections to other stations. March 2015

c2c-05 Provision of train service announcements during the hours of train running – calibrating the volume of these announcements as appropriate for the local railway neighbours. August 2015

c2c-06 Updating the c2c Journey Check page so that Station Facilities updates are now provided to customers. August 2015

c2c-07 Additional CIS installation at Upminster Platform 1 (London End) to improve information provision and to replace an outdated CRT display which has limited display capacity. September 2015

c2c-08 Changes to the delay and cancellation standard announcement word order September 2015

c2c-09 Staffing of all c2c stations from 1st train until the last train September 2015


c2c Action


Status at Feb 2017

c2c Delivery Date

c2c-10 c2c Live Smartphone App, Major Upgrade November 2015

c2c-11 Customer service training for all c2c managers and customer facing staff December 2015

c2c-12 Installation of “Disruption Mode” software on the Worldline LICC so that only trains that are actively proven to be running on the network are displayed on the station CIS. December 2015

c2c-13 Installation of the “Next Fastest Train” software on the Worldline LICC so that in the event of a cancellation, passengers are alerted to the next service that is running. The software will advise customers of both the scheduled arrival time of this alternative service, as well as an estimate for when this service is expected to arrive.

December 2015

(October 2015)

c2c-14 Trial of “P2 Mobile” – to provide station staff a visual map representation on their tablet / smartphone of where on the c2c network the trains are January 2016

c2c-15 Automatic Delay Repay provision, including the Personalised Performance Report February 2016

c2c-16 Provision of Tablet devices to Drivers to enable the provision of further information to pass on to passengers March 2016

c2c-17 Potential Roll-Out of “P2 Mobile” to the staff smart devices if trial successful July 2016

c2c-18 On Train Information Upgrade November 2016

c2c-19 Secure Station Information Areas November 2017

c2c-20 Barking Station Upgrade January 2018


c2c Action


Status at Feb 2017

c2c Delivery Date

c2c-21 Station Customer Information Screen upgrades – 1st tranche December 2018

c2c-22 Installation of “Warning of Future Delays” upgrade August 2017

c2c local plan for passenger information during disruption ... · c2c pidd local plan. version 6a...

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