1. Cross Country franchise competition
Stakeholder Consultation
Cross Country franchise competition

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

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

12. 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

13. 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

14. 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

15. 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

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

17. 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

20. 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.

21. 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.

22. 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

23. Thank you!
Further information about Transport Focus and our work on rail franchising can be found at: