Opinion
In the passenger seat
Give passengers the vote!
Given the length of some potential current contract extensions, it is crucial that effective passenger consultation and input takes place during this process, says Anthony Smith
P
assengers today are probably more concerned about whether their train is on time and they are going to get a seat than about the detail of the government’s recent franchise announcements. However, they will feel the impact of these franchising decisions for years to come so it is crucial that their needs and expectations are at the heart of what government buys on their behalf. The recent announcements from the DfT are an important first step towards delivering long-term stability for passengers, and much-needed, already delayed, investment.
The commitment to re-building passengers’ views into the heart of the process is welcome. Also giving passengers an enhanced role in deciding whether a new operator can get a franchise extension is good news. Passengers are now putting two pounds into the railway for every pound of taxpayer subsidy – so their voice should be amplified. However, given the length of some potential current contract extensions, it is also crucial that effective passenger
consultation and input take place in this process. Some of these decisions will affect the daily journeys of passengers for a long time – CrossCountry will potentially get a 43-month (or over three and a half years in old language) extension. If current contract extensions are simply presented as a commercial ‘done deal’ they will not command passenger confidence. Passenger Focus is proposing four main areas where passenger input could be increased. Firstly, boost the size of the National Passenger Survey (NPS). This will make the results even more robust and allow a greater analysis at route level. It will also give the passenger voice more weight when franchises are being replaced. Secondly, build elements of the NPS into franchise contracts – this would give passengers a more effective say on how franchises run and, hopefully, incentivise the right actions. Thirdly, make franchise extensions contingent on a published ‘opinion’ on the performance of the train company and its plans. Who better to rate a company than someone who may have used it 450 times in the last year or thousands of times over the length of the franchise? Government can reject or accept the opinion but must say why. Add in a well-publicised passenger vote and you start to get some real feedback. We choose governments this way - so why not train companies? Fourthly, advertise widely when a franchise replacement comes up. Our research shows many passengers are baffled when a new franchisee appears! When and why did this happen? No one asked our opinion! What happened to the old lot? What have this new lot promised? At present there is a total information void. For too long passengers have been the passive recipients of major decisions made on their behalf behind closed doors. The voice of the user – and main funder – of the railways should be radically boosted in a process that needs to be opened up to scrutiny. We are going to work with government to make this a reality; the time has come for passenger power! Anthony Smith is the chief executive of Passenger Focus
May 2013 Page 23
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104 |
Page 105 |
Page 106 |
Page 107 |
Page 108 |
Page 109 |
Page 110 |
Page 111 |
Page 112 |
Page 113 |
Page 114 |
Page 115 |
Page 116 |
Page 117 |
Page 118 |
Page 119 |
Page 120 |
Page 121 |
Page 122 |
Page 123 |
Page 124