the new scotrail franchise: your roadshow€¦ · • better journey times, better reliability,...

The new ScotRail franchise: your roadshow February – March 2015

Hosted by: members of the Abellio ScotRail mobilisation team

Welcome to the Abellio family!

2

Abellio Scandinavia

Abellio The Netherlands

Abellio Germany

Abellio UK

20,000 employees

1.7m passengers every day

2,786 train vehicles

1,487 buses 236 trams

What do we stand for?

•  the customer is king

• we think from door-to-door

• we work throughout Europe

• we are cost conscious

• we make the difference together

• we care for our environment

3

Our strategic foundations

What Transport Scotland want

•  improved connections across Scotland and internationally

•  better journey times, better reliability, quality and accessibility

•  increased safety, more innovation

•  continuously improving performance and organisation

•  low-carbon technology and infrastructure; reduced emissions

4

Their priorities for delivery:

Why our bid won

5

Together we’re going to be in the spotlight!

•  Dutch best practice and innovation

•  growing the off-peak by 72%

•  our community focus and growing local economies

•  the new trains

•  the way we work

•  national rail network experience from Holland – biennial rail summit

How we want to make a difference

6

A na%onal railway that Scotland’s proud of

Customers

Colleagues

Disrup%on

The Abellio Way

Ini%a%ves & investments

Leadership

Journey %mes and

RTR

Partnership working

Economic growth

Our initiatives and investments

7

Our stations: improving the customer experience

•  10 staffed information desks •  CCTV investment – coverage at all stations; more monitors; upgraded

cameras •  new and replacement TVMs •  2 new gatelines •  intelligent queue monitoring •  Major investments at Aberdeen, Inverness, Perth, Motherwell, Stirling •  CIS coverage for all stations; multi-modal CIS at 30 stations •  11 ToGo kiosks and 21 Tickets Plus outlets •  3,500 extra cycle spaces •  3 Cyclepoints, 5 Cycleparks+ and 10 Bike ‘n’ Go facilities •  waiting shelters at 41 more stations •  Smart validators


•  Delay Repay

•  online assisted travel booking

•  cash for compensation vouchers

•  more frequent NRPS, plus ICS

•  new smart devices for colleagues

•  online customer panel

•  live crowding app

8

Customer service: tools and information to make it easier for customers and colleagues

•  new website and mobile retailing

•  new journey companion app

•  contingency planning app

•  ‘eye witness’ reporting – security & faults


•  collective approach to planning with NR

•  refreshments for delayed passengers

•  at least 5 weather roadshows a year

•  Climate Change Adaptation strategy

•  contingency plans, emergency timetables etc for severe weather

•  a contingency plan app for smart devices

9

Bad weather: a better experience when it hits us!


10

Ticketing & marketing: attracting people off-peak and developing a Smart national railway

growing the off-‐peak market by 72%

•  launch promotion

•  seasons on Smart

•  campaigns – Great Scenic Railways of Scotland; City Days Out

•  Club50 launch on Smart

•  new Advance £5 and £10 fares on Smart

•  Anytime and Off Peak singles and returns on Smart

•  Smart and Borders campaigns and new Scotland 2-for-1 offers

•  Smart migration: Under-25s, 18+ students, Highland Railcard

•  ticketless travel survey

•  ongoing development of Smart railway and fares

•  plans to addressing ticketless travel issues


•  24 new electric trains for Edinburgh to Glasgow programme – December 2017 (70 by March 2019)

•  fully refurbished, Wi-Fi-enabled HSTs for Intercity routes – December 2018

•  20% increase in vehicle numbers to meet future demand

•  increase preventative maintenance to improve availability from 89% to 94%

•  future depot changes – will be fully consulted with no compulsory redundancies

•  steam trains too!

11

The train fleet: better for customers, better for colleagues


12

On-board: improving the customer experience

•  catering during disruption: free hot and cold drinks

•  catering onto early, late and weekend services

•  new range of locally-sourced food

•  new catering equipment

•  new on-board magazine


• Glasgow and Inverness < 3 hours

•  extra summer Sunday service for Oban; and year-round early morning Saturday service

•  refurbished tourist ‘scenic trains’ (Class 158s)

• more off-peak cycle capacity on trains

13

Journeys: faster inter-city trips, more opportunities to travel


•  ‘gainshare’ to distribute profits as a bonus – to be consulted

•  learning and development −  Inspire customer service training − diversity, equality and inclusion −  soft skills training – supervisors & managers − SVQs

•  offer of lifestyle checks, ‘fitbands’ for all

•  offer of flu jabs for frontline

•  health and wellbeing trainers

•  eye witness reporting – security & faults

•  living wage for all, including contractors (over time)

•  co-located office at St Vincent St; training centre at Atrium Court

14

Colleagues: sharing in our success, involved in the business


•  community rail team and ambassadors

•  10 new CRPs – match funding

•  replace Station Community Regeneration Fund

•  energy use: an opportunity for all to get involved

•  10 apprenticeships /year and graduate scheme

•  reduced fares for job seekers

•  back to work training – veterans and offenders

•  improved accessibility for disabled and PRM

•  fair opportunities for SMEs to compete for contracts

15

Environment, sustainability and communities: a more positive impact

traction and non-traction energy


Work in progress and subject to consultation:

•  joint senior management team to optimise performance of Scotland’s railways

•  joint tasks developed in collaboration

•  a Partnership Centre of Excellence; facility will be available to the wider industry too

16

A deep alliance with Network Rail: one railway for Scotland


•  email: − 1st April: scotrail.co.uk replace firstgroup.com ones − email accounts for most staff this summer

•  subject to consultation: −  smartphones/tablets to access email and staff

information − access to email, and personal elements of rostering

and HR systems from work, smartphone and home (if desired)

− progressive upgrade of IT equipment over 2-3 years − more open, but monitored, internet access −  intranet access from anywhere

17

IT: enabling communication

The new organisation structure

18

New management roles from Day 1

Managing Director

Engineering Director

Fleet maintenance Train cleaning Depot facili%es Fleet commercial

contracts Fleet performance Fleet safety & standards

Commercial Director

Revenue development

Revenue protec%on Marke%ng & sales

Estates management Facili%es

management & building services

Customer Experience Director

Sta%ons management

Customer service standards Customer

engagement Stakeholder liaison On-‐train catering

Client & Communica6ons

Director

Corporate communica%ons Franchise contract

management

Opera6ons Director

Control Resource planning Traincrew & on-‐train

management Passenger informa%on Timetable

development Performance

Sustainability & Safety Assurance

Director

Occupa%onal safety Opera%onal safety

Economic development Sustainability

Security & crime preven%on

Business Transforma6on

Director

Business change & projects

Human resources Employee rela%ons

Learning & development

Centre of Excellence

Finance Director

Financial planning Financial accoun%ng Informa%on Services

Contracts & procurement

Payroll Audit & internal

control

•  Head of Economic Development

•  Tourism Manager

•  Head of Revenue Protection

•  Business Change & Projects Manager

•  Partnership Centre of Excellence Manager

………..…but a new alliance structure under development with Network Rail

Preparing for day one: 1st April

•  Ongoing communication activity

•  Pay review discussions start

•  Material rebranding continues

19

•  Day 1 newsletter and welcome pack

•  Name badge, tie/loupette, lanyards

•  Launch activity

•  Colleague opinion survey

•  Some rebranded materials

Role-specific briefings, through First ScotRail channels, e.g.

•  Delay Repay

•  tickets and promotions

•  launch plans

•  uniform plans (interim)

Ongoing communications via current channels

•  email Q&A

•  Facebook

•  freephone helpline

Before Day 1 On Day 1 After Day 1

Questions? See the latest Q&As on abellio.com/scotrail-employees, email us, or join our Facebook group

20

The current uniform concepts that we shared at the roadshows Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details Also note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed

21

22 Please note that these are work in progress – once the franchise starts we will engage with the uniform committee to finalise all the details. Also note that these concepts don’t yet include the uniform items for the maintenance and train presentation teams – these are still being developed.

We’re looking to put 2 pockets not

one We’re looking at straight leg not flared for ladies

The new neckwear, name badges and tabards will be issued for day 1 via managers / uniform coordinators

26

the new scotrail franchise: your roadshow€¦ · • better journey times, better reliability,...

Documents