1. South Western Railway

2. FirstGroup is a leading surface transport group
UK-listed, operate throughout the UK and North America
Around 2.2 billion passengers a year
Revenues of more than £5.2bn a year
Approximately 110,000 employees
Five divisions:
UK Rail
UK Bus
First Student
First Transit
Greyhound

3. FirstGroup is one of the largest rail operators in the UK
We run every type of overground passenger rail service in the UK, from high speed inter-city trains and overnight sleepers to local branch lines, regional, commuter and open access services
We operate:
Great Western Railway
TransPennine Express
Hull Trains (open access operator) – Rail Operator of the Year
Franchises are achieving around 90% punctuality
Launching another open access operator, East Coast Trains, by 2021

4. MTR is a leading rail operator
One of the world’s leading operators of metro, commuter, intercity and airport rail
Rail operations in Hong Kong, Australia, Sweden and the UK
In the UK, MTR is an established operator with a high quality track record:
TfL Rail services between Liverpool Street and Shenfield (since 2015)
TfL’s Crossrail concession – the Elizabeth Line (from 2018)
Formerly, London Overground with Arriva (2007 to 2016)

5. First Group vision & values
To provide solutions for an increasingly congested world – keeping people moving and communities prospering.
Values
Committed to our customers – we keep our customers at the heart of everything we do
Dedicated to safety – always front of mind, safety is our way of life
Supportive of each other – we trust each other to deliver and work to help one another succeed
Accountable for performance - every decision matters, we do the right thing to achieve our goals
Setting the highest standards – we want to be the best, continually seeking a better way to do things
Areas of expertise:
Disciplined operations
Employee Engagement
Community Engagement
Technology and innovation

6. Vision for the franchise
SWT is a well run business with much to build on
Customer at the heart of everything we do
We will take pride in the service we provide our customers
Our aim is our customers are “suitably impressed”
What we see as the four pillars to deliver this:
Consistent delivery
Personal service
Progressive for all
Long term vision
Renaming to South Western Railway with a new brand
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

7. Investing in Customer Experience - Trains
750 brand new train carriages to cover all of the Windsor, Reading and London Suburban routes by December 2020
46% increase in peak capacity than today’s trains
Portsmouth fast: 90 carriages for fast services to Waterloo
Remaining fleet refurbished
All our fleet will have modern interiors:
Free Wi-Fi up to five times faster than today
Charging points accessible from every seat
Infotainment installed
Real-time information on our trains
52,000 extra seats, 30% more peak capacity into Waterloo
Suburban services: 750 new carriages
Portsmouth fast: 90 carriages for fast services to Waterloo
Remaining fleet refurbished
All our fleet will have modern interiors:
Free Wi-Fi up to five times faster than today
Charging points accessible from every seat
Infotainment installed
Real-time information on our trains
Journey times reduced across the franchise:
Mainline services to the South and South West
Reading, Windsor and Suburban services
New journeys introduced:
Farnham to Guildford; Weymouth to Portsmouth
Sunday afternoon services will match weekdays on most routes
Improve late evening frequencies and later last trains across the network
Mobile phone barcode tickets will be available on the network for the first time, covering a wide range of journeys
We will implement our smartcard scheme across the franchise including pay-as-you-go functionality
We will offer flexible season products
We will bring in Delay Repay for the first time, making it simple and easy for our customers to claim for late trains with a fully automated process offered to those buying season and advance tickets direct on smartcards
£90m station investment programme
At least 1,500 new car parking spaces across the network and 60 Electric Vehicle charging points at stations
Work with stakeholders to progress plans for new stations during the franchise
New rolling stock for Main Suburban, Reading and Windsor services:
750 new carriages to provide over 46% more capacity than today’s trains
Better rolling stock for Portsmouth fast services:
More comfortable trains on fast services – two plus two seating
Faster Wi-Fi, at-seat charging, real-time information, Infotainment

8. Investing in Customer Experience - Stations
Providing station staff at gated stations from 6am until midnight within London and 6am until 10pm across the network
£90m investment in station improvements
Including major works at Southampton Central and Wimbledon station
1500 more car parking spaces
Free Wi-Fi at stations and on-board trains
Easier to use ticket machines
52,000 extra seats, 30% more peak capacity into Waterloo
Suburban services: 750 new carriages
Portsmouth fast: 90 carriages for fast services to Waterloo
Remaining fleet refurbished
All our fleet will have modern interiors:
Free Wi-Fi up to five times faster than today
Charging points accessible from every seat
Infotainment installed
Real-time information on our trains
Journey times reduced across the franchise:
Mainline services to the South and South West
Reading, Windsor and Suburban services
New journeys introduced:
Farnham to Guildford; Weymouth to Portsmouth
Sunday afternoon services will match weekdays on most routes
Improve late evening frequencies and later last trains across the network
Mobile phone barcode tickets will be available on the network for the first time, covering a wide range of journeys
We will implement our smartcard scheme across the franchise including pay-as-you-go functionality
We will offer flexible season products
We will bring in Delay Repay for the first time, making it simple and easy for our customers to claim for late trains with a fully automated process offered to those buying season and advance tickets direct on smartcards
£90m station investment programme
At least 1,500 new car parking spaces across the network and 60 Electric Vehicle charging points at stations
Work with stakeholders to progress plans for new stations during the franchise
New rolling stock for Main Suburban, Reading and Windsor services:
750 new carriages to provide over 46% more capacity than today’s trains
Better rolling stock for Portsmouth fast services:
More comfortable trains on fast services – two plus two seating
Faster Wi-Fi, at-seat charging, real-time information, Infotainment

9. Investing in Customer Experience - Ticketing
Introduction of mobile ticketing
New Smartcard scheme including pay as you go functionality
Introduction of Delay Repay early on in the franchise
With a second stage of Delay Repay 15
Introduction of discounts for 16 to 18 year-olds for the first time
New, innovative customer app providing more convenient ways to purchase tickets
Offering flexible season tickets
Offering more advance purchase tickets
52,000 extra seats, 30% more peak capacity into Waterloo
Suburban services: 750 new carriages
Portsmouth fast: 90 carriages for fast services to Waterloo
Remaining fleet refurbished
All our fleet will have modern interiors:
Free Wi-Fi up to five times faster than today
Charging points accessible from every seat
Infotainment installed
Real-time information on our trains
Journey times reduced across the franchise:
Mainline services to the South and South West
Reading, Windsor and Suburban services
New journeys introduced:
Farnham to Guildford; Weymouth to Portsmouth
Sunday afternoon services will match weekdays on most routes
Improve late evening frequencies and later last trains across the network
Mobile phone barcode tickets will be available on the network for the first time, covering a wide range of journeys
We will implement our smartcard scheme across the franchise including pay-as-you-go functionality
We will offer flexible season products
We will bring in Delay Repay for the first time, making it simple and easy for our customers to claim for late trains with a fully automated process offered to those buying season and advance tickets direct on smartcards
£90m station investment programme
At least 1,500 new car parking spaces across the network and 60 Electric Vehicle charging points at stations
Work with stakeholders to progress plans for new stations during the franchise
New rolling stock for Main Suburban, Reading and Windsor services:
750 new carriages to provide over 46% more capacity than today’s trains
Better rolling stock for Portsmouth fast services:
More comfortable trains on fast services – two plus two seating
Faster Wi-Fi, at-seat charging, real-time information, Infotainment

10. Investing in People Engagement and involvement, working together on:
The new uniform that will reflect the new brand
Improvements needed to staff accommodation
Employee Director
Tools to do the job - New staff app to get information you need when and where you need, new mobile devices for drivers
Development – Apprenticeship programme, customer service training programme, leadership development, talent management programme, Graduate programme
Skills and leadership strategy
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

11. What questions have people been asking?
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

12. Responses to people’s questions
Franchise changes:
Immediate plans will be to keep things steady
Carry on the Waterloo and South West Upgrade and prepare for the December 2018 timetable.
For a lot of people across the business, not a great deal will change
For some people, the changes will affect them and we’ll ensure their views and ideas are taken into account before any plans and drawn up.
Travel benefits:
Current employees will receive free travel across the new franchise for them, their spouse / partner and eligible dependents
Discounts across other train operating companies provided by the Rail Delivery Group TOC Privilege Card
Travel benefits across the other companies that we operate as well as review existing discretionary travel benefits you currently receive
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

13. Responses to people’s questions
General process changes:
Most systems used in the current franchise will continue
For any systems not crossing over, plans are currently being put into place to make sure disruption is avoided during the transition
New systems introduced over time, with appropriate testing, data transfer and training
Customer experience:
Improvements across the network including installing Wi-Fi at all stations, refurbishing waiting rooms and improving accessibility
Improving Southampton Central station
Giving passengers at stations live information on seating availability, letting passengers know where best to stand to board emptier carriages
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

14. Franchise initiatives
Early on:
Mess room improvements – welcome ideas and suggestions
Election of Employee Director
Recruitment of additional Drivers and Guards for December ‘18 timetable change
Longer term:
All our future plans are aimed at improving the customer experience, these include:
Introduction of the new trains in 2020
Introduction of the new timetables in 2018 and 2020
Review of agency workers
Review of support services
All future plans will be fully consulted / negotiated as plans evolve
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

15. Ongoing engagement SWT staff website
Meetings with specific teams where needed
More staff Roadshows – late June / early July (see table to the right)
Consultation meeting – 04 July
Location
Date
Venue
Guildford
22nd June
Mandolay Hotel
Clapham
23rd June
Crowne Plaza
Richmond
27th June
MWB Business Exchange Richmond
Wokingham
29th June
Hilton St Anne’s Manor
FBC/ Waterloo
30th June
Park Plaza London Waterloo
Portsmouth
3rd July
Holiday Inn Portsmouth
Ryde
4th July
Yelfs
Salisbury
10th July
Best Western
Basingstoke
11th July
Red Lion Hotel
Southampton
13th July
Novotel
Bournemouth
14th July
Elstead Hotel
Windsor and Eton Riverside
20th July
Sir Christopher Wren's House Hotel
Surbiton
21st July
Antoinette Hotel
Yeovil
25th July
Manor Hotel
Apprenticeships – 2.5% of the workforce each year, ranges from Train Driving, Customer Service, HQ roles and managers
Customer Service programme – when??, accredited by ICS? Modular?
Leadership development – “Lead to Succeed” model? Leadership development open to all staff
Upgrade to staff accommodation – from March 2018 – March 2020
New mobile devices & staff app – Driver tablets in 2018, Smartphones for other staff?
New uniforms – staff consulted and involved in the design

16. Questions