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Railhub Archive
1999-10-01 ORR-001
Office of the Rail Regulator


Improved enquiry service for passengers follows Rail Regulator’s enforcement action

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Office of the Rail Regulator

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Office of the Rail Regulator

Improved enquiry service for passengers follows Rail Regulator’s enforcement action

related documents

1999-08-06 Regulator publishes National Rail Enquiry Scheme figures (Office of the Rail Regulator)


1 October 1999
source Office of the Rail Regulator
type Press release

note ORR/99/41

Enforcement action taken by the Rail Regulator in December 1998 has delivered an improved service for passengers using the National Rail Enquiry Scheme (NRES). Figures released today show that in the four-week period from 22August to 18 September 1999 NRES has answered just over 93% of calls made to the service, compared to only 84.18% in the same period last year.

Commenting on the latest NRES performance figures, Tom Winsor, the Rail Regulator said: "This demonstrates the effectiveness of an enforcement order in raising and maintaining performance levels. While I am pleased that this month’s results are above the licence requirement for NRES to achieve a minimum target figure of 90%, I now expect NRES to perform consistently at this level or better."

Notes for editors:

1. NRES is currently the subject of an enforcement order, imposed by the Rail Regulator on 4 December 1998, for failing to meet their performance target of answering at least 90% of telephone calls made to the service.

2. Under this order, operators face a penalty of £500,000 for any shortfall down to 85% of telephone calls answered, and a second penalty of £500,000 for any further shortfall below that percentage figure. However no penalty is payable if more than 4.6 million calls are answered in a four-week period.

3. This year’s actual performance (i.e. including calls abandoned within 30 seconds) are as follows: January 96.05%, February 92.63%, March 91.00%, April 92.88%, May 90.15%, June 90.54%, July 90.63% August 89.86%, September 93.18%. The number of calls answered in September exceeded the 4.6m cap.

Railhub Archive ::: 1999-10-01 ORR-001


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