Passenger Focus: Introducing Local Rail Services for Peckham Rye

1. Introducing Passenger Focus and local rail services for Peckham Rye Sharon Hedges Passenger Link Manager

2. Who is Passenger Focus national independent rail consumer watchdog represents passengers’ interests, primarily to the rail industry and government independent – but close working relationship with rail industry and passenger groups focused on passengers

3. How we work commitment to evidence based campaigning major research programme influencing major long term decisions delivering wins for passengers appeal complaints and mediation events and engagement

4. Two franchises provide local services • Both owned by Go-Ahead but independent operations • Serve commuters, leisure and business passengers • Service information from NRES www.nationalrail.co.uk • 08457 484950 Southern and Southeastern

5. Awarded 2006 for 6 years (+2) • Standard local service patterns: • Two tph Blackfriars to Sevenoaks • Two tph Victoria to Dartford • Some additions/variations in peak • Introducing High Speed domestic • Fare increases at RPI + 3% Southeastern – key facts

6. Southern – key facts Current service provision: - 2 tph London Bridge to Victoria (SLL) 4 tph London Bridge to Croydon via Crystal Palace 6 tph London Bridge to Tulse Hill/ or East and West Croydon Franchise ends September 2009

7. South Central re-franchise • Thameslink programme • Brighton Mainline Timetable Dec 2008 • Kent high-speed services Dec 2009 • East London Line • South London RUS + 10 car railway • Kent and Sussex Route Utilisation Strategies – consultation early 2009 Developments on the network

8. A new role for Passenger Focus and increased passenger emphasis • Public consultation ended August • Four bidders announced • ITT released November 2008 • Bids due February 2009 • Announcement early summer 2009 • Challenging context - major projects • Short timescale but many demands South Central franchise – Sep 2009

9. Evidence from NPS • Passenger priorities research • Other themed research studies • Passenger and stakeholder input • Submission to Secretary of State • 90 pages – 70 recommendations! • Monthly meetings with DfT for full year • Meetings with the four bidders Passenger Focus input to the South Central process

10. Passenger Priorities for improvement 2007

11. Route based findings: • Frequency: weekends and later-evenings • Provision of information: service disruption and availability of basic information • Improving access to stations: walking routes, car parking, bus links and bike racks • Ticket buying facilities: importance of staffing • Personal security: importance of staffing • And other research highlights importance of: • Operational performance • Getting a seat • Value for money South Central research conclusions

12. A more passenger focused approach • Improved late-evening services in Metro • Late night services on Friday/Saturday • Improved Sunday frequencies in Metro • Improved information • TfL managed stations • Oyster PAYG and retailing + Smartcard • Ticket machines, gating and staffing • Station travel plans + car/cycle spaces • NPS targets and service quality South Central – key elements of franchise

13. Contact details • www.passengerfocus.org.uk • 08453 022 022 • Passenger Advice Team, Passenger Focus, 5th floor, Wellington House, 39/41 Piccadilly, Manchester, M1 1LQ