Passenger Information During Disruption Accessibility Page

This is the 5th issue of Transport for Wales’ PIDD Local Plan and a review will be carried out annually.

This Local Plan demonstrates TfW’s commitment to providing accurate and timely Passenger Information During Disruption. TfW and Network Rail have in place a locally agreed joint PIDD manual which comprehensively addresses the responsibilities of each agency during disruption whilst remaining focussed on the co-operation needed to deliver results for our customers.

We will achieve our aim of providing customers with timely and accurate information during times of service disruption by:

1. Putting in place plans with Network Rail that comply with the relevant ACoP(s) through TfW’s PIDD manual.

2. Training our team members to distribute this information to customers and to provide both them and customers with the information infrastructure to support these aims.

3. Monitoring customer comment feedback, National Passenger Survey results and TfW’s own customer surveys to understand from customers how we can improve this element of service. Our Executive team will review PIDD statistics on a four-weekly basis.

4. Finally, we will ensure that this customer results information is fed into our business plans and a cycle of continuous improvement is enacted with respect to our PIDD processes and delivery.

This document is structured in line with the PIDD ACoP (Passenger Information During Disruption Approved Code of Practice) to ensure compliance across all areas of TfW’s business.

5.1 General

5.1.1 Service Disruption Thresholds & Customer Service Level 2 (CSL2)

TfW has an agreed set of service disruption thresholds outlined in our PIDD manual and shown below.

TfW has in place a robust and comprehensive CSL2 policy, which is activated when thresholds are triggered as defined in our PIDD manual. This includes the appointment of a CSL2 manager and appointment of a Lead Information Controller (LIC) within the Wales Rail Operating Centre (WROC).

A review process led by a senior manager is also in place following CSL2 incidents to aid our commitment to continuous improvement in information provision and customer service.

In addition to this, we also carry out customer feedback surveys following major disruptive events, which provide an important and valued customer perspective.

TfW Service Status Definitions

Green: TfW Valley Routes - Steady state operation. Trains running within 0-5 minutes late (i.e. within PPM).

Green: TfW Mainline Routes - Steady state operation. Trains running within 0-5 minutes late (i.e. within PPM).

Yellow: TfW Valley Routes - Minor delays/ possible service revisions. Multiple trains running between 5 and 15 minutes late. A Yellow service status can include line blockages if they are fairly straightforward (e.g. buses replacing trains between Rhoose and Bridgend on the VoG). CSL2 may be required under certain circumstances where there is severe localised disruption.

Yellow: TfW Mainline Routes - Minor delays/ possible service revisions. Multiple trains running between 5 and 30 minutes late. A Yellow service status can include line blockages if they are fairly straightforward (e.g. buses replacing trains between Shotton & Bidston). CSL2 may be required under certain circumstances where there is severe localised disruption.

Red: TfW Valley Routes - Major service disruption. Multiple trains running at greater than 15 minutes late and / or one of the routes between Barry Town / Penarth & Caerphilly / Pontypridd are blocked. This is the threshold at which CSL2 should be invoked regardless of the nature of the disruption.

Red: TfW Mainline Routes - Major service disruption. Multiple trains running at greater than 30 minutes late and / or one of the main routes are blocked. This is the threshold at which CSL2 should be invoked regardless of the nature of the disruption.

Black: TfW Valley Routes - Service on certain routes suspended with NO replacement road transport. Customers are advised not to travel via the TfW Do Not Travel Policy. Senior management is involved in the decision making process. CSL2 activation required.

Black: TfW Mainline Routes - Service on certain routes suspended with NO replacement road transport. Customers are advised not to travel via the TfW Do Not Travel Policy. Senior management is involved in the decision making process. CSL2 activation required

5.1.2 The end-to-end PIDD process

The PIDD process has been briefed to all relevant staff within the organisation, with detailed, role-specific tasks contained in the joint TfW and Network Rail PIDD Manual. This includes the production of jointly agreed prioritised plans, activation of CSL2 where necessary, and the use of the Tyrell system to page out holding/ core messages to operational team members and managers. TfW is committed to the comprehensive training of its employees, thus ensuring that all team members are thoroughly briefed on the requirements of PIDD. This includes the following (this list should not be considered exhaustive);

• Development days for all customer facing team members

• A customer service handbook

• A Disruption Handbook

• Tyrell messaging training

• Prioritised planning

5.2 Operations

5.2.1 In the Control Centre

Network Rail and TfW work together jointly to provide assessments of infrastructure, unit, and customer related incidents, with the relevant agency taking the lead on this where necessary.

Both Network Rail and TfW are responsible for production of prioritised plans which are made in compliance with Rail Delivery Group Good Practice Guidance. Ownership of these plans rests with the Route Control Manager (NR) and/or Incident Controller (NR) and/ or the Duty Control Manager (TfW). These plans are circulated via pre-defined channels as outlined in our joint PIDD manual.

Estimates for the resumption of normal services are provided in a timely manner by the lead agency when the situation has been fully appraised. From this site information, decisions are made in the Control centre regarding invoking PIDD and CSL2 procedures and what contingency arrangements will be activated.

5.2.2 Issuing of a prioritised plan and Holding Message

Information regarding an incident is passed through the relevant NR and TfW chains of command. Responsibility for issuing a prioritised plan with clear timescales along with details of additional staff mobilisation lies with the Duty Control Manager. Prioritised Plan recipients include but are not limited to:

• TfW Control team members

• TfW on-call managers

• TfW Exec team members

• TfW Stations

Prioritised plans are used as the basis for TfW’s core messaging Site updates are fed via the Duty Control Manager and disseminated through the relevant channels through prioritised plan updates.

A holding message may be sent by the Customer information controller. This is used as a ‘heads up’ by Transport for Wales response teams to indicate that they may be required to respond to the incident, should the incident develop.

5.2.3 Implementing CSL2 and Mobilisation of management response teams

TfW has a long-standing On-Call structure which can be invoked by the Duty Control Manager 24 hours a day/365 days a year during any service disruption. CSL2 Managers are part of this On-Call structure, and are used to provide enhanced support and communication to stations across the network in times of major disruption.

TfW also has a dedicated incident care team whose members are spread across key locations on our network.

The Duty Control Manager additionally takes responsibility for mobilising the relevant first line oncall managers – who are TOLO trained – to the site of incident.

Should an incident develop into one that triggers a CSL2 (Customer service Level 2) response, the responsibility for ensuring these messages are communicated remains with the Customer Support Controller. Core messages will be sent upon new information being received by the Transport for Wales Control team. Where no new information is expected from site, a steady state will be declared and messages will include an expected time of the next update. All route disruption messages will follow a set format that is:

• What is the Problem

• Where is the problem

• How this problem affects Customers

• Advice to Customers

Both Holding & Core messages will be sent to all required recipients within the railway industry that provide information services. This information is also visible through Transport for Wales website and Journey Check page.

5.2.4 Alterations to train services

Alterations to train services are automatically fed to the Tyrell IO system administrator, or alternatively manual changes can be made via the LICC software. TfW has a dedicated Information Controller responsible for making the relevant changes to the CIS so that customers on stations fitted with CIS receive accurate, high quality, timely information.

The Tyrell system is set up to pass these alterations directly into DARWIN, thus ensuring correct information is available via NRES, Journey Planners and other third party applications. A quarterly audit of the Tyrell Address book will be conducted by the Customer Information Manager.

Alteration messages should be input into the Tyrell system within 10 minutes of a decision to alter the booked calling pattern of a service with a target of 90% of all altered services being communicated through this channel.

Where delays and alterations have triggered the threshold at which compensation is paid, messages from the TfW control centre will advise how customers can get further information on making a claim.

5.2.5 Contingency plans

TfW has an agreed replacement timetable plan (Day A for B) for Cardiff Valleys Routes, which can be used during severe or on-going service disruption. We also have in place several locally tailored contingency plans which are briefed to all relevant operational and customer service team members in the company.

Responsibility for invoking the ‘A for B’ plan lies with the Operations and Safety Director. Outside of normal office hours the On-Call senior manager and On-Call Director will make this decision.

TfW has an agreed sense checking process to ensure amendments to the published timetable are correct in all downstream operational and retailing systems following a decision to implement our Day A for B plan.

5.2.6 Cause of the disruption

TfW has an agreed template messaging format - in line with industry best practice - to ensure consistency of information provision to both train crew (who will provide this information to customers) and customers direct (via Journey Check and NRES). All causes of disruption are disseminated via Tyrell, which uses only the Rail Delivery Group approved reason list.

Customer Support Controllers are given the necessary tools to promote the evolving story of disruptive incidents, using pictures from site as a visualisation aid.

5.2.7 Control Room immediate actions

Depending on the level of disruption, TfW have the following documents tailored to our route available; • Locally tailored contingency plans • Day A for B • Speed restriction resilience plans • Closure of UK airspace plans • Major Incident Plan • Stranded Train Policy • PIDD Manual • CIS Process Manual • Do Not Travel Policy • On-Call procedure These documents provide guidance on incident management and information provision (both during steady state operation and disruption).

5.2.8 Control room flow of information during disruption

During disruption the flow of information is crucial to managing incidents and ensuring our team members and customers are kept informed. Below is the model that currently operates within the Wales Rail Operating Centre control office.

Information flows during disruption

Image: a graph depicting information flow based on information type, response to information in terms of decision making, and outputs and distribution of information. 

5.2.9 Providing an estimate for Normal service to resume

In order to give customers more accurate and useful information, we will avoid using the phrase ‘until further notice’ when reporting how long delays will last for.. Below is a table of how long we should estimate delays to be likely for. Should the estimate for normal working change, then this can be updated in subsequent messages.

N.B Normal working is defined as trains running within PPM, not the closure of an incident

Signal/track defects

Axle Counter failure (On Stop) - Estimate for staff on site +3hrs

Axle counter failure (talking past signals) - Estimate for staff on site +1hr 30mins

Track Circuit Failure (On Stop) - Estimate for staff on site +3hrs

Track Circuit Failure (talking past signals) - Estimate for staff on site +1hr 30mins

Track defect (On Stop) - Estimate for staff in site +4hrs

Track defect (cautioned) - Estimate for staff on site +1hr 30 mins

Snapped signal wire - Estimate for staff on site +1hr 30 mins

Train failures/engineering works

Broken down freight train - 4hrs Engineering

Broken down passenger train 2hrs works

Engineering works over-run NR estimate for normal working + 2hrs

Weather 

Flooding (line open at Caution) - 3hrs

Flooding (line closed) - Time of follow up inspection + 2hrs

Heat related speed restrictions - Until 1800 each day applicable (or longer if this is confirmed)

Blanket Speed restrictions - Until the time stated on the NR notification

External

Fatality - Estimate for staff on site + 3hrs

Trespassers - Estimate for staff on site + 2hrs

Animals on the line (not struck) - Estimate for staff on site + 1hr

Animals on the line (struck) - Estimate for staff on site +2hrs

Bridge strike (dispensated bridge) - Estimate for staff on site +1hr

Bridge strike (non dispensated bridge) - Estimate for staff on site +2hrs

Other

Congestion (Valleys only) - 2hrs

Problems getting units out of a depot - 2hrs

5.2.10 Alternative routes and Ticket Acceptance

The TfW network has limited options for alternative routes, and where they are available they are frequently operated by other TOCs. Pre- arranged agreements are in place with other relevant train operators for use of these alternative routes by customers. Methods of communicating use of these routes to our customers are outlined in our PIDD manual. These arrangements will be communicated to customers via station team members and also through our website and NRES. See below for our current alternative route arrangements.

Route Blocked: Chester – Manchester 

Alternative route: Crewe

TOCs Requiring Agreement: Virgin Trains and Northern Railway

Route Blocked: Chester – Crewe

Alternative route: Warrington

TOCs Requiring Agreement: Virgin Trains

Route Blocked: Chester – Shrewsbury

Alternative route: Crewe

TOCs Requiring Agreement: Virgin Trains

Route Blocked: Shrewsbury – Wolverhampton

Alternative route: Crewe

TOCs Requiring Agreement: Virgin Trains, West Midlands Railway, London Northwestern Railway, CrossCountry 

Route Blocked: Wolverhampton - Birmingham Intl

Alternative route: Other TOCS

TOCs Requiring Agreement: Virgin Trains, West Midlands Railway, London Northwestern Railway, CrossCountry 

Route Blocked: Crewe – Shrewsbury

Alternative route: Chester / Wolverhampton

TOCs Requiring Agreement: Virgin Trains, West Midlands Railway, London Northwestern Railway, CrossCountry

Route Blocked: Crewe – Manchester

Alternative route: Warrington / Stoke

TOCs Requiring Agreement: Virgin Trains, West Midlands Railway, London Northwestern Railway, CrossCountry, East Midlands  Trains

Route Blocked: Shrewsbury – Newport

Alternative route: Birmingham

TOCs Requiring Agreement: Virgin Trains, West Midlands Railway, London Northwestern Railway, CrossCountry

Route Blocked: Severn Tunnel Jn – Cheltenham

Alternative route: Bristol Parkway

TOCs Requiring Agreement: Great Western Railway, CrossCountry

Transport for Wales maintains good working relationships with local transport providers which has enabled us to agree for rail tickets to be accepted on these local services during service disruption. Agreement to implement ticket acceptance is sought by the Customer Support Controller on an as and when needed basis, and communicated through the prioritised plan and core message structure.

Ticket acceptance with local operators is available on the following routes.

South Wales (Including Valleys)

Image: South Wales (Including Valleys) table on ticket acceptance with local transport providers featured in the Passenger Information During Disruption Local document 

Information on these services including timetables and route maps can be found on the following websites:

www.lloydscoaches.com

www.arrivabus.co.uk

www.expressmotors.co.uk

www.nxbus.co.uk

www.traveline.info

5.2.11 Do Not travel and cheapest ticket policies

We have in place a Do Not Travel Policy which can be initiated through the Control Centre Management team during office hours or through an on-call manager outside of these times.

We also employ a cheapest ticket policy. Customers will not be forced to pay more for a ticket with different travel restrictions on as a result of disruption (This applies to un-planned disruption only).

5.2.12 Other TOCs’ customers

As part of our agreements for alternative routes we will offer carriage to the customers of other TOCs over TfW’s routes and also have agreements in place for other TOCs to carry our customers should it become necessary.

We would always accept other TOCs’ passengers on our service should it become necessary.

5.2.13 Post-Disruption ticket acceptance

TfW realises that post-disruption, there remains a need to show discretion at continuing ticket acceptance agreements. Customers who may have amended their journey plans earlier in the day and travel from an alternative station may want to return to that station. TfW will agree to ensure these customers tickets are honoured in the same way as during disruption.

5.2.14 Longer term disruptions

TfW has a process whereby disruption expected to last up to 3 days will be managed entirely by the control team. For disruptions lasting longer than 3 days, TfW’s train planning team will bid under STP (Short term planning) or VSTP (Very short term planning) agreements with Network Rail. This will ensure the most up to date information is available to customers through journey planning tools. Once a planned date for re-opening of any closed route is provided to us, we will ensure amended train / bus plans are available to customers through all journey planning tools right up to the estimated date of re-opening.

5.3 At the station

All station team members are briefed on CSL2 arrangements and their role in providing timely information to customers during disruption. All information is disseminated to the stations from Control. This is supported by a personal issue customer service handbook and the disruption handbook.

Where delays have triggered the TfW compensation thresholds, station team members will make reasonable efforts to inform customers where information can be found. Compensation claim forms will be made readily available at stations, from conductors and additionally, can be downloaded from the Transport for Wales website.

5.3.1 Grouping stations together

During CSL2, responsibility for ensuring stations not directly affected by a given incident are kept up to date rests with the CSL2 manager.

5.3.2 Customer Information Screens (CIS)

CIS Screens are installed at all TfW managed stations. TfW employs a dedicated team member to operate the CIS from the Control room. Additionally there are local CIS controls at major stations across the network where bespoke messages or alterations can be made by the station team members.

During disruption, non-essential messages, such as those about engineering work, are removed from the CIS to allow for focussed, service related information to be provided to customers.

TfW has the ability to publish announcements at some unstaffed stations using Text To Speech technology. This task is also devolved to the duty CIS Controller.

5.3.3 Station facilities, lost property & Onward travel information

All stations have on display a poster outlining facilities available at that location. These information posters also contain information about local amenities for onward travel such as nearest local taxis and bus station location. Posters also contain information on how to contact us in the event of assistance being required (Accesibility requirements) and Lost Property on Transport for Wales Trains and Stations.

Disruption messages also contain a link to the Transport for Wales station information page.

5.3.4 Stations Made Easy Knowledgebase

A role exists within the Transport for Wales marketing team that is responsible for ensuring all stations made easy information is kept up to date.

5.3.5 Station Information points

Help points are provided at a number of Transport for Wales stations. These help points are supplemented with signage informing customers of their location and intended use. Help point operation is checked on a regular basis by our station environment teams. Help points are answered by the information systems controller based in the Transport for Wales control office between the hours of 06:00 – 22:00 Monday – Saturday and 09:00 – 21:00 on a Sunday. Outside of these times, the calls are answered by the Duty Control Manager who is also situated in the Transport for Wales control office. All staff who answer the calls are competent at providing information and assistance for customers as required. *Help points t stations on the Cambrian Line (between Welshpool – Aberystwyth and Machynlleth – Pwllheli are answered by National Rail Enquiries 24 hours a day.

Where help points are answered by Transport for Wales control staff, we aim to answer all calls within 5 seconds of call connection and calls will be answered in a professional, courteous manner. Nuisance calls will be immediately terminated. In an emergency, the call answerer will pass on all information to the Duty Control Manager and Network Rail train running controller, and where required, emergency services arranged to attend.

5.4 On the Train

TfW has in place a Customer Service Guide, endorsed by our Customer Services Director and briefed to Conductors/ Guards as part of their training. Conductors/ Guards are given a personal issue of this Guide.

This Guide “complements the commitment made to our customers, detailed within the Passengers Charter and within the Franchise Agreement”.

Where delays trigger the TfW Compensation threshold, On train team members will proactively inform customers through PA announcements, customers eligibility to make claims. This will be supplemented with written publications to be distributed on board.

5.4.1 Information flow

TfW Conductors/ Guards are provided with mobile phones which are linked to the Tyrell messaging system to ensure that train crew can pass accurate and timely information to customers at all times. These phones are capable of accessing the internet and are also programmed with all the relevant numbers in the Control room. The phones are also equipped with Genius mobile where team members can pull information relevant to the route on which they are working, provide alternative journey plans for customers whose journeys have been disrupted and view other TOC’s disruption messages at key customer interchange stations.

All Conductors/ Guards have been briefed on their duties during disruption and this is supported by a personal issue customer service handbook and disruption handbook.

5.4.2 Sharing information

When trains have been brought to a stand by an infrastructure or unit problem the Guard and Driver will communicate via the in-cab telephones or by face-to-face communication.

5.4.3 Announcements

Customer information is provided via the on-train PA system at regular intervals and the quality of this is also monitored during Conductor/ Guard routine assessments.

5.5 Internet, social media and telephone

Transport for Wales has Journey Check, Journey Check Mobile, Journey Check Alerts, and Rainbow Boards installed on our company website which are fed directly from our Tyrell messaging system. These systems are used (in addition to industry systems like TRUST) by our Customer Relations team ensuring they have up to date information when talking to customers on the phone. This information is also disseminated to National Rail Enquiries who provide customers with information about our services. Calls made to Control by the general public (on stations) come through to the CIS and CCTV Controllers who both have access to the relevant real time information systems to provide accurate, up-to-date information to callers. Information controllers will use social media to inform decision makers of situations arising on a realtime basis.

5.6 Real-Time sense checking of information

Transport for Wales has in place a process that provides sense checking of information available both from TfW public information tools and those provided by 3rd parties. Monitored sources include:

Journey Check

Transport for Wales Website

National Rail Enquiries Website

Social Media

Local / National Media

Tyrell Messaging from the TfW Control Office

5.7 Learning for the future – PIDD Focused Incident reviews

Network Rail and TfW hold joint and separate SPIRs (Significant Performance Incident Reviews) to assess how the disruption was handled – team members involvement is largely dependent on who was present and the nature of the incident, although Control and Performance are represented consistently. Each SPIR has a specific focus on PIDD where information provision is reviewed and improvements suggested.

The output from SPIRs are monitored and tracked by the Directors and senior managers at the regular 4-weekly performance meeting. This meeting also reviews the PIDD statistics where key KPIs are considered and action taken as required.

In addition to these operational reviews, we also review all CSL2 incidents - both from a Control Room and Station team perspective - and keep a key action tracker. We are developing these reviews by adding customer feedback on specific incidents using surveys. Survey results are reviewed year on year to monitor trends and learn from customer feedback of changes implemented to our working practices.

As part of TfW’s commitment to continuous improvement in passenger information we also monitor results via customer comments, NPS, and passenger forums.

The Quality of CSL2 core messages is also monitored through the introduction of a review of message quality. Within this process, the compliance of prioritised plan issuing is also monitored.

5.8 Continuous Improvement

Transport for Wales is committed to delivering the Industry recommendations set out by the National Task Force. Progress against these recommendations can be viewed in Appendix 9 of this document.

Image 1: CSL2 messages updated within 20 mins.

Jan 2018

TfW Services - 100%

Industry average - 89.6%

Feb 2018

TfW Services - 86.6%

Industry average - 83.8%

Mar 2018

TfW Services - 88.4%

Industry average - 86.6%

Apr 2018

TfW Services - 97.2%

Industry average - 88.4%

May 2018

TfW Services - 93.3%

Industry average - 85.4%

Jun 2018

TfW Services - 95.9%

Industry average - 92.3%

Aug 2018

TfW Services - 93.0%

Industry average - 92.3%

Sep 2018

TfW Services - 97.6%

Industry average - 88.5%

Oct 2018

TfW Services - 91.7%

Industry average - 87.5%

Nov 2018

TfW Services - 89.1%

Industry average - 86.6%

Dec 2018

TfW Services - 100%

Industry average - 87.6%

Image 2: Part cancellation reporting

Jan 2018

TfW Services - 90.5%

Industry average - 92.2%

Feb 2018

TfW Services - 85.6%

Industry average - 86.1%

Mar 2018

TfW Services - 88.4%

Industry average - 86.6%

Apr 2018

TfW Services - 92.5%

Industry average - 91.4%

May 2018

TfW Services - 93.0%

Industry average - 89.5%

Jun 2018

TfW Services - 91.7%

Industry average - 87.1%

Aug 2018

TfW Services - 91.6%

Industry average - 86.2%

Sep 2018

TfW Services - 90.0%

Industry average - 91.7%

Oct 2018

TfW Services - 87.7%

Industry average - 89.4%

Nov 2018

TfW Services - 90.9%

Industry average - 89.3%

Dec 2018

TfW Services - 83.9%

Industry average - 89.7%

Image: Full cancellation reporting

Jan 2018

TfW Services - 81.5%

Industry average - 88.4%

Feb 2018

TfW Services - 60.9%

Industry average - 78.4%

Mar 2018

TfW Services - 75.1%

Industry average - 87.4%

Apr 2018

TfW Services - 83.5%

Industry average - 90.0%

May 2018

TfW Services - 97.1%

Industry average - 84.6%

Jun 2018

TfW Services - 89.4%

Industry average - 80.4%

July 2018

TfW Services - 87.0%

Industry average - 82.6%

Aug 2018

TfW Services - 90.4%

Industry average - 91.3%

Sep 2018

TfW Services - 87.8%

Industry average - 93.4%

Oct 2018

TfW Services - 60.2%

Industry average - 89.9%

Nov 2018

TfW Services - 88.5%

Industry average - 90.4%

Dec 2018

TfW Services - 86.3%

Industry average - 88.8%

January 2019 - review of Transport for Wales Local Plan.

February 2019 - recruitment of additional information managers based at the Transport for Wales control centre.

March 2019 - CSL2 incident review to be conducted (1 x Valleys incident, 1 x Mainline incident.

May 2019 - Introduction of new information managers providing 24/7 information provision.

August 2019 - review of CSL2 arrangements and processes.

September 2019 - CSL2 incident review to be conducted (1 x Valleys incident, 1 x Mainline incident.

October 2019 - Implementation of revised CSL2 process.

December 2019 - publish 2019 results and review of Local Plan.

ACoP - Approved Code of Practise: A document providing guidance to train operators on good practise for information provision during disruption. Control of this document is held by the Rail Delivery Group.

CP5 - Control Period 5: A period (April 2014 – March 2019) set by the ORR & Network Rail for the delivery of projects & improvements.

CSL2 - Customer Service Level 2: Declared by a train operator at times of disruption. TfW’s response includes additional management staff ‘on the ground’, Core messaging at intervals of 20 minutes (unless Steady state declared) and in some circumstances, relocation of twitter to the control centre.

Darwin - National Rail Enquiries Virtual Customer Information Screen. All Train operators CIS systems are now linked to Darwin meaning information is consistent.

NRES - National Rail Enquiries Service: This includes the National Rail Enquiries Call Centre, National Rail Enquiries Social Media and National Rail Enquiries website.

NTF - National Task Force: A group made up of representatives of Train Operators tasked with implementing changes in all areas of service delivery.

RDG - Rail Delivery Group: An independent body overseeing improvements to services.

TOC - Train Operating Company: The operator of train services.

TOLO - Train Operator Liaison Officer: Someone who takes responsibility on site during major incidents and liaises with all external agencies (Network Rail, Emergency Services).

Tyrell - The mass messaging system used by most train operators

Passenger Information During Disruption - Industry Recommendations

This document sets out a rail industry action plan to improve the provision of passenger information during disruption (PIDD) over the course of CP5. It was developed through the work of TOC and NR representatives on relevant existing industry groups, with input from Passenger Focus: following discussion with ORR, it was agreed by RDG and NTF in January 2015.

Some of the actions in the plan are for individual organisations to take forward; others depend on collective activity by the industry. Each of the actions is assigned to one of six industry groups whose role is to promote implementation by a specified date.

The intention is that the plan be taken forward on a “reasonable endeavours” basis. Due recognition will need to be given to the fact that implementation in some cases is subject to commercial appraisal, and that factors unanticipated at the time of writing the plan may reasonably require reconsideration of the detail aimed at improving customers’ experience.

Not all recommendations will be relevant to all TOCs – and there will be reasonable justification for this. It is anticipated that each train operator will take those recommendations relevant to their operation and write them into their local delivery plans, which form part of their licence obligation.

The dates for delivering each recommendation in the plan are industry-wide completion dates. The expectation, and ambition, is that earlier progress will be made wherever possible - with some TOCs completing their actions early.

Progress against the plan will be managed through the PIDD Programme Progress Board (which is made up of representatives from each of the six industry groups mentioned above), with reports made to NTF as the key governance body for the plan, and occasionally to RDG. Changes to the plan will be managed through proposals made to NTF by the PIDD Champion on behalf of the PIDD Programme Progress Board. The plan is expected to be subject to regular updates and amendments as things develop and are delivered.

Image: table featured in the 

Passenger Information During Disruption Local document featuring the TfW delivery status on industry recommendations.