Saturday 24 July 2021

 

< back | business | images | knowledge | library | rail unveiled | home

archive

::: Croydon tram inquest was 'justice suffocated'



Railhub Archive
2010-12-01 ORR-001
Office of Rail Regulation

0

Regulator warns 'no excuses' for poor passenger information during disruption


keywords: click to search


Office of Rail Regulation



Phrases in [single square brackets] are hyperlinks in the original document

Phrases in [[double square brackets]] are editorial additions or corrections

Phrases in [[[triple square brackets]]] indicate embedded images or graphics in the original document. (These are not usually archived unless they contain significant additional information.)


Office of Rail Regulation

Regulator warns 'no excuses' for poor passenger information during disruption
_______________________________________________________________


date
1 December 2010
source Office of Rail Regulation
type Press release



ORR/37/10

The Office of Rail Regulation (ORR) today warned that there are now no excuses for poor passenger information during disruption as it set out plans to scrutinise performance this winter.

ORR will be sending specialist teams out across Britain’s rail network to assess standards of passenger information during disruption - examples of successes will be published to encourage and share best practice, as well as any evidence of those who consistently fail to meet required standards.

The decision to send out teams has been agreed with Network Rail and train operating companies (TOCs) who have committed to providing timely, correct and consistent information to passengers during disruption as part of a code of practice. They have spent the past year implementing new systems, technology, processes and training to deliver required, and necessary, improvements.

Passengers have said, time and again, that the information they receive during disruption is both important and in need of significant improvement – Passenger Focus’ National Passenger Survey has shown that only around a third of passengers are satisfied with the way delays are handled, with only about two in every five passengers satisfied with the usefulness of the information provided during delays.

ORR chief executive Bill Emery said:

“It is absolutely right that, with the great strides that have been made in communication technology in the 21st Century, rail passengers should expect to receive useful and timely information during disruption.
“We fully support the aims and principles set out in the industry code of practice on passenger information during disruption, and the work undertaken to deliver much-needed improvements. With new systems, technology, processes and training to support improvements, now is the time for the rail industry to deliver. There are no excuses.
“Over the challenging winter period, we will be sending specialist teams out across Britain’s rail network to assess industry performance. We will publish examples of successes, to encourage and share best practice. And we will name and shame any who consistently fail to meet required standards.
“Should we continue to fail to see improvement, we will work closely with the Department for Transport to explore options for taking action against poor performers.”
Notes to editors
Bill Emery expands on the regulator’s views of passenger information during disruption in the third issue of ORR Review: http://www.rail-reg.gov.uk/upload/pdf/orr_review_issue3.pdf
Independent reporters Arup will assess passenger information during disruption between January and March 2011.
Passengers will also be able to signal progress through Passenger Focus’ National Passenger Survey. To view the latest survey in full visit: http://www.passengerfocus.org.uk/research/nps/content.asp
The ATOC approved Passenger Information During Disruption code of practice requires:
Information for passengers to be well structured, concise and jargon-free.
Messages should contain information on the problem and its impact and advise customers accordingly to allow them to make informed travel choices.
An initial message should be sent to customer-facing staff within 10 minutes of an incident being notified to a control office. If this incident results in major disruption then subsequent messages should be updated every 20 minutes
For more information, visit ATOC’s website: http://www.atoc.org
Today’s announcement on passenger information during disruption is made alongside the latest Network Rail monitor (for the second quarter 25 July – 16 October 2010) which provides an overview of Network Rail’s latest performance. The latest monitor is available on our website: http://www.rail-reg.gov.uk/upload/pdf/network_rail_monitor_1011q2.pdf

ORR press office
020 7282 2094/2007/2188


Railhub Archive ::: 2010-12-01 ORR-001





Saturday
24




Not logged on
Visitor










784 stories



29 collections





3 documents



20 documents