April 2015 - Update from Kathryn O'Brien, Customer Service Director
In the last month, a number of major announcements have been made including the Invitation to Tender (ITT) for the future TransPennine and Northern franchises and more recently, confirmation of our Direct Award.
We welcome both announcements which have provided more clarity on the future. The changes outlined in the ITT specification will allow for greater connectivity between our great northern towns and cities, building towards a Northern Powerhouse.
As part of the Direct Award, by April this year, we will have introduced free Wifi at seven of our stations with further rollout planned for the future.
With just under twelve months left before the end of our current franchise, we are not standing still and are still continuing to invest in customer service. I am delighted to share with you that all customer facing staff are currently taking part in a brand new customer development programme which has been put together by World Host, the organisation that trained the renowned ‘Gamesmakers’ on the run up to the 2014 Olympic Games.
We are also continuing to invest in our stations and support the communities we serve. Brand new cycle racks and ramps have been installed at Warrington Central Station creating further journey options for local customers. In Huddersfield, the station has played host to a series of recent events, including the popular Pageturner’s Children’s Book Festival and SMART ticketing will soon be in operation.
Over the last few weeks, we have held a series of Stakeholder Business Updates across the network. These sessions provided a valuable opportunity for both myself and our Managing Director, Nick Donovan to meet with many of you face to face and initial feedback from these has been very positive.
Finally, I’d like to say a big thank you to all those that participated in our Stakeholder Survey. An overview of the results is included in this edition of my newsletter and your feedback will be used to inform our Stakeholder strategy going forward, as well as our 2015/16 Business Plan.
Kathryn O’Brien, Customer Service Director