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TLP Stakeholder Reference Group Meeting
Tuesday 21st March 2017
Room 7, East Side Offices, Kings Cross
14.30 Welcome, introductions, aims and review of minutes Chair
14.40 Minutes and issues arising from the last meeting Chair
14.50 Roadmap to 2018 – Update and next steps Jo Fay, GTR
15.10 Class 700 fleet performance and cascade plan Iain Nairne, GTR
15.25 London Bridge Infrastructure update Jacob Tearle, NR
15.35 Blockade works – passenger communications plan Vickie Hall, NR
16.05 Thameslink Update Larry Heyman, GTR
16.15 Next meeting dates and AOB Chair
A G E N D A
• Accessibility on Littlehampton route from Summer 2017
• Seat-back tables and WIFI
• Meaningful measures for the customer
• Visibility of the proposed timetable to check waiting times, connections and peak times.
Specific agenda items planned for today:
• Customer communication re: planned disruptive engineering access
• 2018 readiness – building on and learning from 2016 challenges and improvement plans for 2017
Actions arising from last meeting
20
15
2016 2017 2018 2019
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q
2
Q
3
Q
4
Recap for roadmap to 2018
20tph Goes
Live24tph Goes
Live
Set up for success:
Understand best practices;
Establish metroisation principles
and organisation
Align
strategies
and develop
the plan
Develop
new ways
of working
Deliver
planned
improvements;
Test and Pilot
Simulate
operations;
then Run and
Refine
Simulation
starts
Embed as
BAU
through
continuous
improvement
Integrated TL 2018 readiness Plan
Programme & Governance Asset InfrastructureTimetable
• Programme Management and set up
• Performance – data based assurance
of delivery plans
• Established industry governance to
manage risk
• Event Steering Group output
• Train Service Specification
• Train Service Requirement
• Timetable modelling
• 2018 WTT and ITT production
• Application of lessons learned in Code of
Practice for Timetable Implementation
• Engineering access to 2018
• Engineering access from 2018 (links with
timetable)
• Reliability and availability
• Change in boundaries for maintenance /
asset management
• Handover of new infrastructure and
technology to NR Maintenance
• Fleet introduction
• Fleet reliability and maintenance
• Driver training and recruitment and
locations
• TBROC boundaries and accountabilities –
one controlling mind for the network
• Processes, service recovery frameworks
• Technology incl. TMS
• Incident response and contingency plans
• Organisation, training, people-readiness
• Staff training, staffing levels and
competency
• Station operations, including PRM and
customer flows
• Customer information and communication
• Station assets and maintenance
• Individual NR and GTR change
management plans
• Internal communication and
engagement
• Supporting HR frameworks
• Training and culture
• Behavioural change
• Industry vision and system principles
• 2018 blueprint - operational concept
development and delivery
• System safety
• Industry alignment and shared
objectives. E.g. ticketing
• Building and commissioning of new
infrastructure and technical systems
• Track Access Agreements
• Commercial framework
Fleet, Drivers & Depots
Command & Control
Stations & Customers
Engagement, Culture, CapabilityTLP Stageworks
Industry Integration
Commercial
Integrated Delivery Plan on a Page 2016 2017 2018 2019
Workstreams Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Thameslink IP Programme and other non-TL enhancements
Programme Delivery & Major Communication
1. Timetable
2. Asset Infrastructure
3. GTR OperationalDelivery
Drivers
Depots
Fleet
4. Command and Control
4. Stations & Customers
5. Industry Integration
6. Organisational Culture – Engagement - Capability
Commercial
Mobilisation Complete 20tph 24tph
DRAFT FOR REVIEW 9/12/2016 Version 0.4(Dec2016)
Embed as BAU through continuous improvement
Simulate operations; then Run and RefineDeliver planned improvements; Test and Pilot
Develop new ways of working
Align strategies and develop the plan
Set up for success
Full simulation
Scale of change clarified and MoC requirements confirmed
Peer review of delivery plan 2018 SMS drafted
20tph MoC complete with SMS
24tph readiness review Review 24tph and apply lessons
20tph Readiness review
Programme close24tph Go/Live
20tph Go/Live
Sign off requirements agreed with ORR
Mobilisation complete GTR 24tph MoC complete with SMS
4th line reinstated London Bridge
London Bridge station opening
TM 1st phase deployment
TM 2nd phase deployment
ETCS/ATO through London bridge
Canal Tunnels Open
Retail fit out at London Bridge complete
4th platform on Southeasternat London Bridge
1st class 700 on Great Northern Redhill platform 0;
Sussex PSU; West Angia Power UpgradeFinal decision on TSS
ETCS/ATO Testing Complete
24tph readiness reviewReview 24tph and
apply lessons20tph Readiness review Readiness
programme close
Integrated delivery plan
Launch event? Readiness look-ahead event?
NR Mobilisation complete
Plan Programme Risk Review2018 Timetable iteration
1 (23 Dec)
Specify remit for modelling for final sign-off (quality assurance) All modelling for D-55
completed (TT aspirations notified to NR) inc. Railsys & Attune
D-55 Timetable aspirations notified to NR
May ‘18 TT changeDec ‘18 TT change
TT change briefings, readiness and simulation commences
GTR Passenger Consultation Phase 1 complete
SME evaluation of iteration 1 complete
Bid-only change to D-55
GTR Passenger Consultation Phase 2 & 3 Complete
TRAIL model complete
D-26 Timetable Publication date
TT change briefings, readiness and simulation complete
Updated TSS
2018 Performance modelling complete
Updated TSR issued & Franchise requirements agreedMay TT resource diagrams complete Dec train crew diagrams complete
Commitment from NR
Track Access Agreement for 2018
Train Planning Rules agreed
Infrastructure capability modelled
Mobilisation complete NR
TLP Milestone
From GTR plan
From NR plan
From both plans
Dependency between GTR/NR
Maint. And incident response requirements complete (conventional (both) & HCI)
All people and org change complete
FEMCA & route performance (as-is/future
state/Gap analysis) completed
Decision on funding
Final deliverability review and prioritised workbanks; Current access plan confirmed
Additional access plan confirmed
TOC agreement in principle to additional access; GRIP 3-8 paper for approval
Route boundary decision made
PoM modelling interim results
EAS 2018 v3
PoM modelling final outcome
Incident response requirements complete (NRT & HCI)
Maint. DU strategy complete
Org design complete inc. people requirements and agreed funding
Consultation complete
NR Maintenance requirements confirmed
Draft integrated driver training plan
Depot builds start
ETCS/ATO training confirmed
Depot training requirements confirmed
2018 dispatch processes in place
Depot builds complete
Integrated delivery plan with NR Ops
DAS strategy agreedMay ‘17 Depots Go/Live
May ‘18 Depots Go/Live
All Class 700 training complete
ETCS/ATO (CS4/5) driver training complete
Dec ‘17 Depots Go/Live
Depot strategy agreed
Depot strategy drafted
Route learning complete
ETCS and ATO in operation (CS4&5)
Decision on C&C approach for 2018
Final TL command pod design TM phase 1 shadow running starts
TM phase 1 training
TM phase 1 commissioned
TM phase 2 shadow running starts
TM phase 2 commissioning
TBROC org structure optionsUpdated TBROC utilisation strategy
TBROC proposed org structureTMS strategy agreed
DAS strategy agreed
ETCS/ATO testing complete
Phase 4 ‘2018 readiness’ delivery plan drafted
Phase 1-3 Improvement Plan completeTechnology scope confirmed
2018 delivery plan starts
One integrated system in Control
Automated updates from Control
Decision support tools in Control
Clarify roles & responsibilities for station maintenance & asset mgmt plan
London Bridge Platform 6 operational
All areas complete commence NR T&F
EIS of all LB station areasRAM to determine Station maint. Strategy & commence C&P
Capture requirements for maint. Strategy with RAM
Maint responsibility transferred to route
Flagship station decision
GTR station strategy
EIS of all station areas; trial new process
Updated disruption management plan in place
Stations strategy drafted
Business case for station improvements completed
HCI improvements complete by NRAll station improvements complete
Updated disruption management plans in place
Change Agents appointed Trial new processes
Farringdon ready for Crossrail
2018 Industry vision establishedConOps review complete
Draft performance metrics
Review of 2018 readiness plans against ConOps
‘One 2018 TOM’ drafted with NR
2018 performance measurements agreed
Industry simulation starts
NR TL Director Appointed
Start ConOps review
Updated test and pilot plan2018 Strategy agreed with NR
Industry simulation starts
TMS Route operating model agreed by industry
Culture change strategy (aligned with GTR)
May 18 rights changes submitted to SoAR
May 18 Sch.8 recalibration process beginsMay 18 rights changes consultation ends; informal submission to ORR
May 18 rights changes formal submission to ORR
Dec 18 rights changes submitted to SoAR
Dec 18 rights changes consultation ends; informal submission to ORR
Aligned GTR culture change strategy
Change strategy drafted
Complete other industry visitsLaunch Metroisation delivery approach and vision
2018 change delivery plan complete
Simulation phase ‘heat reviews’ start May 18 lessons learned
Handover to BAU
‘Day in the life of’ workshops start 2018 Test and Pilot Phase starts
JOINT
Inte
gra
ted
are
as a
nd
sco
pe
,
de
live
red
th
rou
gh
in
teg
rate
d p
lan
Jan ‘18Jan ‘17 Jan ‘19
TM 1st
phase
deployment
20tph
Go/Live;
TM 2nd
phase
deployment
24tph
Go/Live
ETCS/ATO
testing
complete
London
Bridge
completion
1st class
700 Great
Northern; 4th
platform
London
Bridge
ETCS/ATO
introduced
into
operational
service
2018
operational
concept
agreed
May ‘17 August ‘17 May ‘18Jan ‘18 Jan – Mar ‘18 Dec ‘18
• ROC update: relative priorities from the room
• Discussion and clarifications on proposed measures
Focus items
• Consecutive cancellations in normal service
• Rate of use of skip stopping
• Number of missed last train connections
• Failures to complete planned journeys for those requiring
assistance
• Ticketing issuing facilities
Proposed measures from the room to be discussed
Thameslink Programme Update
Class 700 Design – Iain Nairne
• Latest generation of rolling stock - step
change in train design / architecture
• Fly-by-wire train
• Highly innovative but complex
• Traditional hardware replaced with
software logic
• Light weight
• More redundancy
• Smart maintenance (condition based)
• Easier to modify and adapt
• Comprehensively tested in the lab and on
the test track in Germany
Class 700 Performance
• Initial performance was poor despite comprehensive testing • Difficult to replicate the UK infrastructure
• Interface with Drivers and Passengers
• Software fixes have uncovered new issues
• Huge amount of engineering effort from Siemens and GTR• 70% of issues understood
• 10% of issues early life component failure / one offs
• 20% of issues still under investigation
• Number of minutes per delay and number of delays are reducing
Class 700 Performance
• Performance growth is
absolute priority
• Joint Performance
Improvement Plan developed,
implemented and tracked
• Representatives from
• Siemens – Technical Solutions
• Network Rail – Infrastructure resilience and reliability
• Thameslink – Driver and Operational familiarity
• Forum to agree strategy, priorities and monitor progress
• Significant increase in resource to support delivery of improvements
Class 700 Deployment
• 30 trains in service
• 11 FLU (12car)
• 19 RLU (8car)
In-Service
• Full Class 700 service on Thameslink in Summer 2017• Removal of 319, 377 and 387 fleets
• 115 trains
• 55 FLU (12car)
• 60 RLU (8car)
Full Fleet
Fleet Cascade
616
Fleet Cascade - Thameslink
Units brought into Thameslink:
• Class 700 RLU (8car) 25
• Class 700 FLU (12car) 15
• Class 387/1 29
Units displaced from Thameslink:
• Class 377/2 9
• Class 377/5 8
• Class 319 47
• Class 387/1 29
496
372
Fleet Cascade Milestone PlanDec ‘17 TT
Dec ‘16 TT
Dec ‘16 – Class 321 fleet withdrawn from service
Feb ’17 – Class 387/1 fleet withdrawn from Thameslink
Mar ’17 – Class 442 fleet withdrawn and replaced by Class 377/2 from Thameslink
Apr ‘17 – Class 377/5 and Class 317 fleets withdrawn from service
May ’17 TT – Full Class 387/1 service on Great Northern
Summer ‘17 – All Class 700 service on Thameslink route
Summer ‘17 – Class 700 on London Bridge/Victoria to Horsham & Littlehampton
Autumn ‘17 – Class 700 FLU on Great Northern
Autumn ‘17 – Class 700 on London Bridge/Victoria to East Grinstead
Winter ‘17 – All Class 700 on Great Northern; 21 Class 365 units withdrawn
Summer ‘17 – Class 700 on Thameslink London Bridge to Brighton
Thameslink Update
21 March 2017
Jacob Tearle – Sponsor Team, Thameslink Programme
Over the next 20 minutes
21 March 2017
What is the Thameslink Programme?
What has been completed on the Thameslink Programme
so far?
What is still to be completed?
Communications
Questions
21 March 2017
What has been completed on the Thameslink Programme so far?
21 March 2017
New concourse – two thirds of the way there
21 March 2017
New entrances - St Thomas Street
21 March 2017
Recent progress
21 March 2017
Recent progress
21 March 2017
Bermondsey Dive Under – first line brought into use
21 March 2017
Bermondsey Dive Under – all new tracks now in place
Week 49 – EA32: final track laid on flyover
Progress elsewhere on the Programme
Horsham sidings
• Room for six 12-carriage trains
• Test train in February• Handed over to GTR • Being prepared for entry
into service.
Peterborough sidings
• Room for six 12-carriage trains
• Being prepared for entry into service.
21 March 2017
Canal Tunnels
Will provide a link between the Thameslink Core and the East Coast Mainline
when opened in 2018.
21 March 2017
Future milestones – Thameslink Programme
2017
• Platform 6 opens – all services to/from Charing Cross will then be able to call at London Bridge – August Blockade
2018
• Platforms 1-5 and new entrances on Tooley Street open after Christmas blockade
• Completion of track, signalling and major bridges work around London Bridge station
• Station work completes• Southeastern services to and from Cannon Street resume calling at
London Bridge• Thameslink services resume travelling via London Bridge.• Thameslink trains begin using the Canal Tunnels to provide direct
services from the south to Cambridge, Peterborough. • Final 24tph timetable in December 18.
21 March 2017
2017 Passenger Communications Plan-Vickie Hall, Communications Manager,
Thameslink Programme
London Bridge station progress
Aug 2016 Xmas
2017May 2018
Dec 2018
Easter 2017
Aug 2017
3 CHX platforms, CST run-thro4 CHX, CST run-thro
End state: 4 CHX, 3 CST, 2 TL platforms
Full concourseInterim concourse
HL15 blockade – August 2017
W 23
T 24 F 25 S 26 S 27 M 28
T 29 W 30
T 31 F 1 S 2 S 3 M 4 T 5
Test
trains
Possession of CHX Lines(from Lewisham Vale/Parks Bridge):
Low level open
Wk 22 Wk 23
CST
Lines:
Partial(14/15 & L11
open)
CST lines open but run
through LBG
All
lines
open
Su
service
Waterloo blockade
Communications objectives
• Working in partnership (NR, TOCs, TfL and DfT) to:
• Encourage passenger behaviour change in support of Travel Demand Management requirements of the operational train plan
• Manage the impact on passengers, employers and businesses
• Keep stakeholders informed and provide assurance that our plans are robust and that we’re working with TOCs to manage impacts on the public
• Promote the scale, complexity and longer term benefits of the work we are doing through the Thameslink Programme
Campaign developed in partnership with industry
• Collaborative integrated campaign approach covering all blockades
• 4 years of insight/experience around planned work communications. Insight driven collateral - rigorously tested at regular stages
• Strategies focused on behaviour change
• Clear and consistent messaging, tailored to segmented audiences (passenger, stakeholder, media, internal, online, community)
• Repetitive messaging aimed at cutting through the passenger ‘bubble’
• Personalised passenger impact data on a station by station basis and their available alternative travel options will be available.
• Close liaison with other disruptive works – aligned messaging
• Full review of our campaign undertaken by TfL’s TDM Project Manager and Transport Focus (Feb 17) – commended approach.
What works in planned works communications
• The most successful channels to reach passengers were in-station and on-train – leaflets, announcements, posters
• Visually appealing and unusual formats to break the customer ‘bubble’ and transcend background ‘clutter’
• Bright colours; unusual positions; eye-catching and pleasing images
• Maps of routes hold visual appeal, are easy to understand and act as warning signs for disruption
• Signposting to information online prevents text-heavy posters which are easily missed and allows customers to plan personal solutions in their own time
• Knowledgeable, friendly station staff provide reassurance and a human touch to sometimes difficult news; many customers value their advice on alternatives
Our communications strategies
Priority Information need Importance
1. Essential,required for re-planning
Information about the disruption –when and where will be affected
• Empowers passengers to make their own decisions to re-plan/re-mode/retime/not travel
2. Essential (for most), required for re-planning but should not cloud core message
Advice on alternative routes and travel options – what they can do get round the disruption
• Helps many passengers to re-plan and feel confident about their alternative journey
• Varies in utility depending on passenger knowledge of London transport network
• Creates positivity towards TLP/NR/TOCs as caring and expert
3. Desirable, not relevant for re-planning
Explanation of whythe disruption is happening
• Provides passengers with a sense of perspective that can help to justify their personal inconvenience; satisfies curiosity/seen as polite
• Creates positivity towards TLP/NR/TOCs as progressive and thinking long-term
Key messages
• In August 2017, major Thameslink Programme works will see significant changes to services for eight days, including four working days
• There will also be significant changes to services over the Christmas and New Year period
• Alternative travel advice and timetables will be available
• We know disruption is unwelcome, but passengers will see improvements in 2018 when our work to rebuild London Bridge and the surrounding railway is complete, including a bigger concourse, more reliable service, fewer delays and better connections
Our approach – awareness to activation
Awareness Advice Activation Achievements
Pre-contemplation Contemplation Preparation Action Advocacy
BlockadePhase 2Phase 0/1
Our plan - awareness to activation, building narrative
TfL endorsed high impact campaign model
Phases Detail
• Phase 1 – Awareness (16/1 to 6/2)
1. When
2. What’s happening
3. Why
4. How it will affect me
5. Plan B Suggestions (v high level travel advice)
• Phase 2a – Advice (14/3 to 17/4)
1. When
2. What’s happening
3. Why
4. How it will affect me
5. High level travel advice
6. Plan B Suggestions
• Phase 2b – Detailed travel advice (30/5 to 12/6 and 25/9 to 9/10)
1. When
2. What’s happening
3. Why
4. How it will affect me
5. Detailed TRAVEL ADVICE
6. Ticket acceptance
7. Waterloo
• Phase 3 – Activate (26/7 to 26/8 and 23/11 to 2/1)
1. Impact – you won’t be able to get a train on weekdays!
2. Travel advice
3. Ticket acceptance during the blockade
• Thank you phase (runs one week after each blockade)
1. Thanks
2. What we got done
3. Ticket deal changes
4. Service changes (ie contrapeak)
5. The next blockade is…
Plan B
Creative Approach – Plan B
What’s your plan B?
We want to inform people of the upgrade and the potential disruption it would cause to their journey. Moreover, we want people to consider the alternatives.
The improvements will likely cause disruption to their usual travel routes. Their
plan A might not work. Therefore, they need a plan B.
We can prompt people to consider their alternatives by asking them what their
plan Bs are. Whether that means finding another form of transport, avoiding the
affected area, or even doing other things in place of travel, we’re asking people to
make plan B their plan A.
Plan B iconography
• A station closures icon based on standard Network Rail ‘track’ illustration
• Icon creates immediate cut-through and offers flexible usage in either a lock-up (as below) or freestyle depending on context*
Delivered so far – Pre-Christmas (phase 0)
Planning Calendar in:• Birthday Card (10,000) • Season Ticket holders (18,000)• Social Media and WebsitesThank you messages to passengers.Suggestions re holiday planning.
Delivered so far - Passenger Awareness (Phase 1)
520 large format vinyls and posters at key London and
high impact feeder stations
465,000 Awareness Leaflets distributed across key
London & feeder stations
Social & Digital – web, twitter, facebook, customer & stakeholder emails
Delivered so far - Passenger Awareness (Phase 1)
Pull ups at key stations with
announcements at
160 stations
48,000 calendars handed out to passengers
6740 posters on all
Metro Trains
Survey of 3000 passengers – 68% awareness
Contact with 365 key
stakeholder groups
Lots more to comePassengers Stakeholders
MP/Local Authorities
Media• Regional media • Trade media• National media • Paid London media • PR events • Blogger engagement
Online
• Customer Emails
• PPC Advertising
• Journey Planning Tools
• Passenger E-Magazines
Employees
• Newsletters/Intranets
• Briefings (all levels)
• Posters for depots and
key offices
• Noise screens
• Yammer
Supply Chain
• Campaign Briefings
• Employee newsletters
• Content for Intranets
• Posters/Pull Ups for Site
Offices/Canteens
Community
• Community Newsletters
• Visitor Centre Visits
• Community Venues
Resources to enable our success
Modelling data
High impact stations
Targeted leaflets
Station engagement
resourcesVolunteering opportunities
Updated Stakeholder
Database
Stakeholder newsletter
Compelling narrative
Comprehensive Q&A & fact packHigh impact
campaign assets
Briefing packsRobust
campaign planner
Video, images and animations
Robust campaign planner
Pull Up Displays
Infographics
Newsletter content
Animations
Staff handbooks
Briefing materials
Insight
• 4 years of collective insight/experience around planned work communications.
• Network Rail Campaign Tracker• Monthly quantitative survey showing passenger awareness of London Bridge rebuild and
Thameslink Programme, average 1200 respondents per month
• Essential to provide a campaign baseline and ongoing tracking of awareness
• Initial results show a 9% movement in awareness during January 2017.
• TLP Qualitative Research panels• To review/shape creative approach
• 4 focus groups targeting a mix of business and leisure travellers
• 3 depth discussions with special interest groups.
• TLP Quantitative research • Initial online survey to gauge awareness of campaign – 68% awareness (7/3/17)
• Informed by discussions with Transport Focus.
• Review in June 2017 for any learnings to be adopted
• Results of activity in January 2018
• Other feedback channels• Pop-up survey on TLP home-page inviting participants to an online survey
Govia Thameslink Railway (GTR)
Thameslink Programme Stakeholder Reference Group
Thameslink update
21 March 2017
Larry Heyman, Local Development Manager
Performance – Thameslink - Period 12
Public performance measure (PPM)
76.9% PPM (5 February– 4 March)
Major incidents that affected
performance:
• 23 – 24 February - Storm Doris severely
impacted performance – the P12 PPM would
otherwise have been 79.4%
• 23 Feb: 2,413 delay mins were attributable to
the damaged Overhead Line Equipment
(OLE) in the St Albans / Harpenden area and
1,073 mins to bad weather in Sussex
• 24 Feb: a further 924 delay mins resulted
from the same damage, which was repaired
over the weekend of 25-26 Feb and handed
back approximately 07:30 on Monday 27 Feb
Now appearing on the Thameslink routes:
Siemens Class 700 trains
Key features• 115 fixed formation trains on order (55 x 12-car and 60 x 8-
car)
• New depot at Three Bridges
• Enhanced depot facilities at Hornsey
• 28 units currently in traffic covering 220 trains per day
• Reliability is gradually improving but, with just 4,100 miles
between failures, it is still only just half as good as any
other UK fleet
• Two software upgrades were implemented in February in
response to train failures. More software upgrades to come
as necessary
• Action being taken to resolve excessive temperature on
peak services
Peak capacity: More 12 car trains
Thameslink 12-car trains since November 2016
AM Peak (DfT defines as arrives London 0700-0959)
Eight services (previously three)
Dept Bedford 0618 0654 0658 0730 0734 0748 0824 0854
Dept Harpenden 0646 0720 0731 0756 0806 0822 0857 0926
Dept St Albans City 0652 0726 0738 0802 0812 0828 0903 0933
Arrive St Pancras 0714 0744 0756 0820 0832 0848 0924 0954
PM Peak (DfT defines as departs London 1600-1859)
Seven services (previously three)
Dept St Pancras 1604 1648 1702 1718 1732 1802 1832
Arr St Albans City 1625 1709 1720 1736 1750 1820 1850
Arr Harpenden 1631 1715 1726 1756 1826 1856
Arr Bedford 1705 1749 1753 1813 1823 1853 1923
Original 12-car services
Additional 12-car services
Increasing peak train capacity - current
Current Peak Thameslink Train capacity
AM Peak (arrives London St Pancras 0700-0959)
Luton Harpenden St Albans City Elstree & Borehamwood
Vehicles Capacity Vehicles Capacity Vehicles Capacity Vehicles Capacity
Dec-15 224 20,300 224 20,300 284 26,200 128 12,300
Feb-17 244 31,000 244 31,000 304 36,700 128 13,100
Increase 20 10,700 20 10,700 20 10,500 0 800
%age change 8.9% 52.7% 8.9% 52.7% 7.0% 40.1% 0.0% 6.5%
PM Peak (departs London St Pancras 1600-1859)
Luton Harpenden St Albans City Elstree & Borehamwood
Vehicles Capacity Vehicles Capacity Vehicles Capacity Vehicles Capacity
Dec-15 228 21,600 212 20,100 280 26,700 120 11,800
Feb-17 244 30,600 224 27,800 296 35,700 120 12,100
Increase 16 9,000 12 7,700 16 9,000 0 300
%age change 7.0% 41.7% 5.7% 38.3% 5.7% 33.7% 0.0% 2.5%
Increasing peak train capacity – from 21 May
Peak Thameslink Train capacity from 21 May 2017
AM Peak (arrives London St Pancras 0700-0959)
Luton Harpenden St Albans City Elstree & Borehamwood
Vehicles Capacity Vehicles Capacity Vehicles Capacity Vehicles Capacity
Dec-15 224 20,300 224 20,300 284 26,200 128 12,300
May-17 248 34,400 248 34,400 312 43,100 136 18,500
Increase 24 14,100 24 14,100 28 16,900 8 6,200
%age change 10.7% 69.5% 10.7% 69.5% 9.9% 64.5% 6.3% 50.4%
PM Peak (departs London St Pancras 1600-1859)
Luton Harpenden St Albans City Elstree & Borehamwood
Vehicles Capacity Vehicles Capacity Vehicles Capacity Vehicles Capacity
Dec-15 228 21,600 212 20,100 280 26,700 120 11,800
May-17 252 34,800 232 32,000 308 42,500 128 17,500
Increase 24 13,200 20 11,900 28 15,800 8 5,700
%age change 10.5% 61.1% 9.4% 59.2% 10.0% 59.2% 6.7% 48.3%
An early resolution of the RMT and ASLEF
disputes on Southern (SN) will have a
positive impact on Thameslink (TL)
performance as TL cannot be divorced
from what happens south of the river
• Removing need for additional station
stops, e.g. at Redhill, and eliminating
excessive dwell times at SN stations
• Our Rail Operating / Service Delivery
Centre is a finite resource. Much of
their time has been swallowed up
managing heavily reduced SN services
• As a result TL train service
management has not been the main
issue for them and that has had a
negative impact on service recovery
Working to improve performance• Initial poor reliability of new Class 700s
has resulted in 28 year old Class 319s
staying in service longer than planned
• Siemens responsible for both the build
and the maintenance of Class 700s
• Two software downloads implemented
in February to resolve continuing
reliability issues, including short-
formed trains
• The five remaining peak 4-car Class
319 services will be replaced by 8-car
Class 700s in May
• By end June all Class 319s will have
been cascaded out
• Weekday driver-related cancellations
now almost at zero
• £320m Network Rail investment to
reduce infrastructure-related delays
Driver recruitment and training
• Classroom theory
• 24 weeks
• Train handling with instructor
• 250-350 hours
• Final assessment
• Up to 2 weeks
It takes 12-14 months to train a driver
from scratch
Date
No of
qualified
drivers
No of
driver
trainees Driver Target
Jan-15 327 18 356
May-15 327 59 366
Dec-15 330 83 371
May-16 343 96 371
Aug-16 354 91 371
Dec-16 370 134 390
31-Jan-17 369 148 390
14-Mar-17 372 159 390
Customer compensation
…Delay Repay - the facts
First TOC to launch Delay Repay 15
Top of the ORR table
‘auto’ DR for Key Go users from Summer 17
Most generous comp in industry
1. Raising awareness
Promoted at every opportunity
2. Ease of making a claim
>85% are online claims
Form simplified – multiple claims
3. Speed of providing a decision
Invested to auto process
>65% within 4 working days
ALL within 20 working day SLA
Manual intervention – claim error
4. Flexibility of payment options
Since Oct 16 includes BACs, Paypal and to Credit / Debit card
Our unique contract
• All farebox revenue is passed to the DfT, who determine the level
of all fares increases
• All performance income from Network Rail is passed to the DfT
• The DfT funds all payments against Delay Repay claims but GTR
funds the necessary administration costs
• GTR receives a payment from the DfT for running the franchise.
• The payment varies and depends on performance against Service
Delivery, Customer Experience and Ticketless Travel benchmarks
2018 Timetable - Update
Phase 1 of consultation ran from September to
8 December
• Earliest a train operator has gone out to
consultation
• Range of communications channels used –
reaching out to all
• Open, honest, transparent conversation about
what the train service should be in the future
• Over 10,000 responses received
Next steps:
• Have prepared a report for DfT with
recommendations
• Phase two launching late spring / early
summer 2017 detailing full weekday and
weekend timetables one year prior to start
