Cross Country franchise competition Stakeholder Consultation Cross Country franchise competition

Objectives of the day 1. Brief background of the Cross Country rail franchise 2. Explain DfT’s vision and aims for the franchise 3. Overview of the Public Consultation 4. Specifying the franchise 5. Timescales Cross Country franchise competition

A few rules Note that our plans are still subject to change Please note that no decisions have been taken on any options for the next franchise Nothing said today can be relied upon as the terms upon which the Cross Country franchise will be re-let Cross Country franchise competition

The current Cross Country franchise (1/1) A few Key facts… The Cross Country franchise is the UK’s most extensive passenger network. Cross Country connects 7 out of 8 of Network Rail route areas and interacts with all but 3 Train Operating Companies (TOCs) and all Freight Operating Companies (FOCs). Cross Country operates many inter-city and other long-distance trains in Britain which do not serve London. All trains call at Birmingham New Street. The Cross Country network serves key university towns and airports Cross Country franchise competition

The current Cross Country franchise (2/2) 32 million passenger journeys in 2007 rising to 40 million in 2017/18. Current rolling stock fleet consists of Class 220/221 Voyagers, Class 43 HSTs and Class 170 Turbostars. An entirely diesel fleet. CrossCountry does not operate any stations. However, 1 in 2 passengers on the Cross Country network change trains so onward connectivity is important for passengers. Cross Country franchise competition

Future challenges Resolve the immediate problems of overcrowding on parts of the network. The current XC fleet is entirely diesel Ensure a consistent, optimum level of customer experience, addressing the needs of passengers with different journey purposes. Improve Right Time performance across the franchise. Recognising that one-in-two XC passengers change trains, improve the connecting experience for passengers at key interchanges. Cross Country franchise competition

Key Consultation areas We are seeking views on a number of key issues facing the franchise such as; Crowding and Capacity; Serving new destinations; Improving the customer experience; and Ideas on fares and ticketing Please note that no decisions have been taken on any options for the next franchise This consultation is simply a way for us to gather your views to inform the choice of options Cross Country franchise competition

Specifying the franchise Responses to this consultation will inform the minimum specification issued in our Invitation to Tender (ITT) to bidders for the next franchise. ITT Franchise Specification Option analysis Consultation responses Market Engagement Cross Country franchise competition

ITT structure The ‘ITT’ is a suite of documents issued to bidders and made public. The main documents are: - The ITT - The Franchise Agreement - The Train Service Requirement - Financial templates - Other legal documents A Stakeholder Briefing Document which sets out the results of the consultation and how we have responded to the points raised is published at the same time. Cross Country franchise competition

ITT delivery plan structure Delivery Plan 1 Franchise Management Delivery Plan 2 Train Services, Rolling Stock and Performance Delivery Plan 3 Revenue Delivery Plan 4 Customer experience Cross Country franchise competition

Delivery Plan 1- Franchise Management Sub plans can include: Stakeholder and Partnering Environment and Sustainability targets Innovation Community rail engagement Cross Country franchise competition

Delivery Plan 2 - Train Services, Rolling Stock and Performance Sub plans can include: Train Services Specification is under development and may include minimum level of service, e.g. - Number of station calls per hour/day - Specified first and last trains - Capacity Rolling Stock Bidders’ rolling stock strategy will need to address: - Mix of journey purposes and distances - Capacity for forecast growth Performance Enforcement and financial regimes to cover: - Delay minutes, all cancellations, short formations, T-3, T-15 Cross Country franchise competition

Delivery Plan 3 - Revenue Sub plans may include: Marketing and Branding Growing the Cross Country brand and addressing the needs of travellers from different demographics and with different journey purposes Deliver marketing campaigns via multiple channels. Including those who may not have access to technology and those who may be visually or hearing impaired. Fares, Ticketing and Revenue Protection Innovative proposals for ticket retailing Offering compensation for delays of 15 minutes (DR15) Develop smart ticketing scheme Cross Country franchise competition

Delivery Plan 4 - Customer experience Sub plans may include: Commercial incentives to maintain/improve customer experience Requirements: NRPS passenger satisfaction targets Passenger’s Charter including Delay Repay Customer Experience and Communities Strategy Customer and Communities improvement fund Cross Country franchise competition

Competition timescales Formal public consultation: Launched: 7th June 2018 Closes: 30th August 2018 Prospectus and Expression Of Interest: Planned June 2018 Invitation to Tender: Planned early 2019 Franchise commencement: Late 2019 The Cross Country franchise is the UK’s most extensive passenger network. Cross Country connects 7 out of 8 of Network Rail route areas and interacts with all but 3 Train Operating Companies (TOCs) and several Freight Operating Companies (FOCs). Cross Country operates many inter-city and other long-distance trains in Britain which do not serve London. All trains call at Birmingham New Street. The Cross Country network serves 25 university towns and three airports - Birmingham International, Stanstead and Southampton airports. CrossCountry does not operate any stations. 1 in 2 passengers on the Cross Country network change trains. Cross Country franchise competition

Passenger Perspectives on the Cross Country franchise DfT Stakeholder events June/July 2018

Transport Focus Independent transport user watchdog Rail passengers in Great Britain Bus, coach & tram passengers in England, outside London All users of the Strategic Road Network in England This means motorcyclists, cyclists, pedestrians, freight and coach companies – plus drivers of all types of vehicle We are a consumer organisation, driven by what the transport user needs and wants We are evidence-based – what we advocate is based on research among users Our aim is to be useful to those who use, provide and fund transport services

Research in 2015 explored passengers experience of CrossCountry and requirements for improvements JOURNEY PLANNING STATION TICKETING Journey planning not seen as a priority for improvement. But requirement for personalised communication that ‘adds value’ and creates brand resonance Examples include: outbound communication that provides information on fare deals, up-to-date service information, onward trip recommendations etc. There is need for greater transparency in ticket pricing. ‘Rules’ could be made simpler and clearer. In particular a clearer indication of where and how to obtain the best value tickets. A desire for more CrossCountry presence at stations. Requirement for a more visible presence of staff with a clear customer service remit, so that passengers can purchase tickets and access fare and journey information. A pressing need for more and easier to use ticket machines. Changing (on some routes) can be stressful and disruptive. ON TRAIN TIMING AND FREQUENCY RECOGNITION & REWARD Key priorities for improvement are: More visible presence of staff More available seating, Free and reliable Wi-Fi (and mobile phone signal). A range of other (lower) priorities for improvement: Toilets, carriage environment, seating reservations, seating layout, tables, catering, personal security, luggage storage. A requirement for quicker and more frequent services (on some routes) Many passengers felt that there were too many stops on train routes. There was also a requirement for ‘point to point’ express services. Need to ‘give something’ back to passengers Loyalty benefits and special offers. Raise the profile and understanding of CrossCountry.

Interchange – summary of 2018 findings Process is characterised by time being a precious commodity Can be a stressful experience for passengers as each minute is counted for Less frequent travellers are consciously preparing for interchange on the initial train journey and at the interchange station Passengers like to be kept updated throughout their journey and often use smartphones to do so Although passengers making interchanges more frequently are more confident, even they require information and like to ‘double-check’ When circumstances beyond control affects their journey, passengers require reassurances and a plan of action (particularly if at the start of the journey before the interchange) Passengers identify number of ways in which the stress and anxiety can be taken out of their interchange multiple and reliable communication channels limiting obstacles in the way of changing trains and platforms ensuring passengers with disabilities have appropriate support.

Issues to be addressed in the next franchise Delivering “core product” well is essential Sufficient capacity and managing overcrowding Punctuality and reliability Dealing with disruption Information – for all stages of the journey but especially at interchange and during delays and disruption Improved ticketing and value for money On-board environment: cleanliness and maintenance of interiors and toilets, well-designed layouts, high quality connectivity  Focus on customer experience to improve satisfaction Consider all the needs of a diverse passenger base – especially those who have specific requirements to enable them to access or use the railway Visible, proactive and informed staff at stations and on trains Station environments: easy to navigate, decent shelter, feel safe and secure, access to suitable facilities (toilets, retail, waiting rooms) Build relationship with customers Personalise communication Deliver a positive seamless experience

Thank you! Further information about Transport Focus and our work on rail franchising can be found at: www.transportfocus.org.uk/key-issues/franchising/