first capital connect neal lawson managing director · 2010. 11. 21. · first capital connect neal...

First Capital ConnectNeal Lawson

Managing DirectorHertford House, 10 th November 2010

Government announcement

Future of the Thameslink Programme

Agenda

� Performance update Neal Lawson, Managing Director

� Customer service update Michelle Smart, Customer Service Director

� Major projects updateDavid Statham Projects Director and Simon Blanchflower, Network Rail

Performance Promise

Update on performance promise

� Customer information

� Fleet reliability

� Performance in winter

� Drivers

Improved customer information

� Customer information systems (CIS) upgrade is now complete across the network

� New CIS system will contain contingency plans with pre-prepared timetables and to improve response times

� 272 BlackBerrys allocated to customer facing staff to improve the information available

� Gateline PCs installed at 16 stations � Single input for all information flows� At King’s Cross the new automated platform information

will go live on 15th November. This will announce the platform number earlier for customers and aims to reduce complaints

New website

� The relaunched website went live on 31st

October and prioritised and highlighted customer travel information - including live departure information and line updates

� Personalisation – tools make it easier to tailor the site and the information to your regular journey/needs

� Increased accessibility � Refreshed and updated content � Better performance and enhanced security

New website

New website

� Further improvements in the coming months include:

� Create your own profile allowing you to manage your preferences and build your own timetable

� A mobile-friendly version of the homepage � A tool for enhanced journey planning � An improved ticket buying section � Easier to use online Delay Repay

Fleet reliability� Our engineering teams at Bedford and Hornsey are

committed to improving performance with a targeted and long-term approach to improving the reliability of our fleet

� A dedicated team was set up earlier this year to address door failure issues. This has shown a significant drop in mechanical related door faults

Getting ready for winter - fleet

� Class 319 traction motor programme complete

� Installing covers for motor alternators on 313s and 319s

� De icing fluid effective to -25˚C has been obtained

� Toilet tanks to be drained at -4˚C (if not connected to the power supply)

� Contingency timetables prepared (approximately 60% service)

Getting ready for winter - stations

� Contract for station de-icing treatments improved with more supplies ordered and additional inspections

� Station and revenue employees receiving refresher training in winter management

� Additional agreements in place with cleaning contractor to support FCC in severe winter weather

� Extra equipment and de-icing products delivered to all stations

� Reserve stock of de-icing products in place

Winter - roads and car parks

� Consulted with local authorities to clear routes to stations

� NCP staff carrying out regular treatment � Additional clearance (utilising new snow

plough quad bikes) at major car parks� Hubs in place at 10 car parks containing

winter weather equipment for use by NCP and FCC staff

Driver recruitment

� We have now recruited a significant number of drivers to reduce our reliance on rest day and overtime working

� Trainee drivers are already operating on the Thameslink and Great Northern routes with more progressively becoming qualified up to May 2011

Performance Update

Performance – FCC total

Moving Annual Average (MAA) PPM at end Period 7 is 89.31% compared to 90.85% last year.

Average PPM YTD is 92.05% compared with

92.29% last year

92.33% of trains arrived on time in Period 7

against 90.40% last year

Periods 1 – 7 ending 16 October 2010

First Capital Connect PPM Comparison

70%

74%

78%

82%

86%

90%

94%

98%

01 02 03 04 05 06 07 08 09 10 11 12 13

Period

PP

M %

10/11 08/09 09/10 This Year Target

Performance – GN route

Moving Annual Average (MAA) PPM at end Period 7 is 91.76% compared with 93.75% last year.


95.42% last year



Great Northern route – periods 1 – 7 ending 16 October 2010

Great Northern PPM Comparison

70%

74%

78%

82%

86%

90%

94%

98%

01 02 03 04 05 06 07 08 09 10 11 12 13

Period

PP

M %


Performance – TL route

Moving Annual Average (MAA) PPM at end Period 7 is 87.25% compared with 88.64% last year.


90.00% last year



Thameslink route – periods 1 – 7 ending 16 October 2010

Thameslink PPM Comparison

60%

64%

68%

72%

76%

80%

84%

88%

92%

96%

01 02 03 04 05 06 07 08 09 10 11 12 13

Period

PP

M %


Fleet performance

Customer Service Update

� Overall satisfaction was 76% (level year on year and 1% up wave on wave)

� London and the South East recorded an overall satisfaction of 82% (2% increase year on year with no change wave on wave)

� Overall satisfaction at a national level was 83% (up 2% year on year with no change wave on wave)

� Wave 23 results expected at the end of January

NPS Wave 22 – overall satisfaction

NPS Wave 22 - stations

� Underlying station factors are generally showing an improvement on previous waves

� Most improved factors were: – Attitude of staff – car parking facilities

� The major declining factor was:– How request to station staff

was handled (directly linked to TL disruption)

� Key stations have NPS improvement plans

Spring 09 compared with Autumn 09

(Wave 22 vs Wave 21)

Factors showing improvement

4

Factors showing no change

2

Spring 10 compared with Spring 09



3


2

� Underlying train factors were generally stable wave on wave but the majority are still significantly lower than the LSE average

� The most improved factors were

– Availability of staff– Helpfulness of staff on trains

� The main declining factor was:

- Cleanliness of the train

NPS Wave 22 - fleet

Spring 09 compared with Autumn 09



6


1

Spring 10 compared with Spring 09



5


1

NPS improvement plan

� NPS scores are one of the company’s 16 KPIs

� A working group has been set up which includes managers from

across FCC. The plan will identify the areas for improvement and

develop actions to increase results in the key drivers of

satisfaction and dissatisfaction

� This has already targeted key actions for CIS, TVMs, staffing at

stations, the work of our key suppliers, such as our cleaning

contractors, car parking and ticketing

� Managers helping out on trains to improve on train accountability

and presence

Customer information update� FCC is the first TOC migrating to the new

Tyrell IO system. This is an industry leading and approved messaging system that improves speed, content and targeting of messages during disruption

� We are planning Information Roadshows for customers in the New Year

� FCC has provided access to our disruption plans to industry partners to share best practice

� We are working with our CIS provider Atos Origin and Network Rail to establish new interfaces which share information between locations that use separate systems. This will enhance the accuracy of information available

Partnership and integration

� We are installing 260+ additional cycle spaces at 14 Hertfordshire stations

� TfL is to provide £100k for cycle parking at FCC stations in the Greater London area

� A Quality Rail Partnership will be signed with Herts County Council on 11 November

� We have simplified the FCC cycle policy, particularly to highlight security advice and to clarify folding bicycle rules of carriage

� PlusBus – promotion continues and grows in popularity

� Hatfield is the 5th most popular PlusBus station in the UK

New gatelines

� We are installing gatelines at Harpenden, Leagrave and Finsbury Park by the end of March 2011

� These aim to reduce ticketless travel, increase security and prevent anti-social behaviour

� Superintendent Paul Brogden from British Transport Police said: “Having gatelines in place will help reduce crime on the network and protect law abiding passengers as well as helping to ensure that fare paying passengers do not have to subsidise those who refuse to buy tickets.”

Crime prevention and security

� Reported crime has reduced by 18% in the first six

periods

� Vehicle crime has reduced by 50%

� New CCTV installed at 7 stations: Bayford; Ashwell &

Morden; Foxton; Gordon Hill; Watton at Stone;

Welham Green & Winchmore Hill

� Additional platform cameras installed at Royston,

Hertford North, Enfield Chase & Finsbury Park

� TVM monitoring facility within the CCTV Control

Centre

� FCC has now achieved 70 Secure Stations and 44

Car Park Awards

Property

� We are painting and relining 21 stations this Winter with a further 15 stations planned for 2011/2012

� £2 million NSIP allocated for improvements for 2011 including:

– Canopies renewed/extended at Finsbury Park– New signage at Hertford Loop stations– New waiting shelters at 10 locations– CCTV added at remaining 9 stations without

coverage to enhance security

� Full staircase safety review across the network

People

� Recruiting for attitude and training for skills� Finalising a new revenue protection strategy � Working at key assault hotspots such as

Luton and Hatfield to reduce the number of incidents

� Targeted reduction in customer accidents however we still face a number of behavioural challenges

Major Projects Update

Transformation programmes

� More Seats for you –Great Northern

– More than 6500 extra peak seats from December 12th

– 11 extra trains (8 x 4 car 321s London Midland, 3 x 3 car 313s from LOROL)– Additional services and longer trains adding to the 5000 seats added in May 2009– Platform lengthened at Royston: future plans to see platforms lengthened at Biggleswade, Arlesey, Sandy and Letchworth Garden City

More Seats for you – marketing campaign

� Comprehensive marketing campaign planned

Thameslink Programme update� Six of 12 station platforms north of London extended� We are testing 12-carriage trains� West Hampstead station plans revised

Work continues and the station will close for

eight weeks from 20 November

Blackfriars

Keeping passengers informed

� Leaflets, posters, ticket wallets, train cards, on-board announcements, journalist briefings …

� Message is now firmly out

Blackfriars schematic

Farringdon Integrated Ticket Hall

Farringdon - schematic

Refurbishment of platforms� Platforms 2/3 back in service� Platforms 6/7 under way – back in

service January 2011 with an extended concourse

Main station roof refurbishment� First section will be revealed in

JanuarySuburban train shed (platforms 9-11)� New deck provides roof between gate

line and main building� Main structure of new concourse and

how this will link to platforms 9-11 can be seen

King’s Cross redevelopment

Any Questions

first capital connect neal lawson managing director · 2010. 11. 21. · first capital connect neal...

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