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Railways: Standards

Volume 486: debated on Tuesday 13 January 2009

To ask the Secretary of State for Transport what steps he is taking to ensure that Network Rail meets its targets for renewal efficiency. (245437)

It falls to the independent Office of Rail Regulation (ORR) to determine and monitor delivery of the targets to improve Network Rail's renewals efficiency, which the ORR sets for each five-year control period.

To ask the Secretary of State for Transport what targets he has set for passenger satisfaction on each rail franchise; and how train operating companies performed against these targets in (a) 2006-07 and (b) 2007-08. (245439)

All train operating companies are required through their franchise agreements to participate in the National Passenger Survey which measures passenger satisfaction. Passenger Focus publish the results on their website:

http://www.passengerfocus.org.uk/research/nps/content.asp.

National Passenger Survey targets are set for the following franchises: Arriva Trains Wales; Chiltern Railways; Southern and TransPennine Express. These train operating companies are required to produce and implement action plans related to their National Passenger Survey results as required. The National Passenger Survey targets are found in the franchise agreements for each of these train operating companies, available on the DfT website:

http://www.dft.gov.uk/pgr/rail/passenger/publicregister/current.

National Passenger Survey targets are not set for other train operating companies. Other train operating companies (except for c2c) measure the inputs to passenger satisfaction in a service quality management system. They may still be required to produce and implement action plans related to their National Passenger Survey results as required.

c2c have targets, and are required to produce action plans as required, based on their own Customer Satisfaction Survey (not National Passenger Survey). The targets are in the c2c franchise agreement which is available on the DfT website:

http://www.dft.gov.uk/pgr/rail/passenger/publicregister/current

Performance against the targets is shown in the following tables.

c2c CSS results

2006

2007

January

April

July

October

January

April

July

October

CSS factors corresponding with NPS Top 12 Factors

Punctuality

94

96

96

97

93

96

97

97

Benchmark to 04/00—punctuality

Benchmark from 04/00—punctuality

Benchmark from 04/03—punctuality

90

90

90

90

90

90

90

90

Cancellations

86

90

89

90

85

87

92

90

Benchmark to 04/00—cancellations

Benchmark from 04/00—cancellations

Benchmark from 04/03—cancellations

81

81

81

81

81

81

81

81

Overall value for money

84

87

89

89

84

87

88

89

Benchmark to 04/00—value for money

Benchmark from 04/00—value for money

Benchmark from 04/03—value for money

85

85

85

85

85

85

85

85

Availability of information

78

81

84

81

79

75

86

81

Benchmark to 04/00—availability of information

Benchmark from 04/00—availability of information

Benchmark from 04/03—availability of information

78

78

78

78

78

78

78

78

Seat availability (peak)

76

82

89

78

79

79

82

77

Benchmark to 04/00—seat availability

Benchmark from 04/00—seat availability

Benchmark from 04/03—seat availability

78

78

78

78

78

78

78

78

Condition of stations

88

89

91

91

90

91

92

91

Benchmark to 04/00—condition of stations

Benchmark from 04/00—condition of stations

Benchmark from 04/03—condition of stations

91

91

91

91

91

91

91

91

CSS factors corresponding with NPS on train factors

Interior cleanliness

93

96

95

95

95

94

95

94

Benchmark to 04/00—interior cleanliness

Benchmark from 04/00—interior cleanliness

Benchmark from 04/03—interior cleanliness

90

90

90

90

90

90

90

90

Exterior cleanliness

95

96

96

97

96

97

97

96

Benchmark to 04/00—exterior cleanliness

Benchmark from 04/00—exterior cleanliness

Benchmark from 04/03—exterior cleanliness

90

90

90

90

90

90

90

90

Other CSS factors/factors corresponding with both NPS station & on train factors

Helpfulness of staff

91

91

94

92

95

93

93

93

Benchmark to 04/00—helpfulness of staff

Benchmark from 04/00—helpfulness of staff

Benchmark from 04/03—helpfulness of staff

92

92

92

92

92

92

92

92

Quality of service improving

68

76

76

77

68

72

75

74

Benchmark to 04/00—quality of service improving

Benchmark from 04/00—quality of service improving

Benchmark from 04/03—quality of service improving

70

70

70

70

70

70

70

70

Meeting customer needs

79

82

82

84

82

83

85

85

Benchmark to 04/00—meeting customer needs

Benchmark from 04/00—meeting customer needs

Benchmark from 04/03—meeting customer needs

85

85

85

85

85

85

85

85

2008

January

April

July

Benchmark

Better = + Worse = -

Year on year

CSS factors corresponding with NPS Top 12 Factors

Punctuality

96

96

98

90

+

+

Benchmark to 04/00—punctuality

Benchmark from 04/00—punctuality

Benchmark from 04/03—punctuality

90

90

90

Cancellations

88

88

89

81

+

-

Benchmark to 04/00—cancellations

Benchmark from 04/00—cancellations

Benchmark from 04/03—cancellations

81

81

81

Overall value for money

86

86

89

85

+

+

Benchmark to 04/00—value for money

Benchmark from 04/00—value for money

Benchmark from 04/03—value for money

85

85

85

Availability of information

78

78

86

78

+

=

Benchmark to 04/00—availability of information

Benchmark from 04/00—availability of information

Benchmark from 04/03—availability of information

78

78

78

Seat availability (peak)

74

74

82

78

+

=

Benchmark to 04/00—seat availability

Benchmark from 04/00—seat availability

Benchmark from 04/03—seat availability

78

78

78

Condition of stations

90

90

91

91

=

-

Benchmark to 04/00—condition of stations

Benchmark from 04/00—condition of stations

Benchmark from 04/03—condition of stations

91

91

91

CSS factors corresponding with NPS on train factors

Interior cleanliness

95

95

97

90

+

+

Benchmark to 04/00—interior cleanliness

Benchmark from 04/00—interior cleanliness

Benchmark from 04/03—interior cleanliness

90

90

90

Exterior cleanliness

97

97

97

90

+

=

Benchmark to 04/00—exterior cleanliness

Benchmark from 04/00—exterior cleanliness

Benchmark from 04/03—exterior cleanliness

90

90

90

Other CSS factors/factors corresponding with both NPS station & on train factors

Helpfulness of staff

92

92

93

92

+

=

Benchmark to 04/00—helpfulness of staff

Benchmark from 04/00—helpfulness of staff

Benchmark from 04/03—helpfulness of staff

92

92

92

Quality of service improving

73

73

73

70

+

-

Benchmark to 04/00—quality of service improving

Benchmark from 04/00—quality of service improving

Benchmark from 04/03—quality of service improving

70

70

70

Meeting customer needs

83

83

84

85

-

-

Benchmark to 04/00—meeting customer needs

Benchmark from 04/00—meeting customer needs

Benchmark from 04/03—meeting customer needs

85

85

85

To ask the Secretary of State for Transport what recent estimate he has made of trends in the possession disruption indices for (a) passenger and (b) rail freight services over the next five years. (245702)

My right hon. Friend the Secretary of State has made no estimate of trends in the possession disruption indices for passenger and rail freight services over the next five years.

However, the independent Office of Rail Regulation (ORR) has set performance trajectories for Network Rail in its document, published on 30 October 2008, “Periodic review 2008: Determination of Network Rail’s outputs and funding for 2009-14”. The effect is to require a progressive reduction in disruption to passengers so that by the end of Control Period 4 (2014) there is 37 per cent. less disruption to passengers than in 2007-08, and, at the same time, no increase in the level of disruption experienced by freight operators. Further details can be found on page 53 onwards of the document which is available on the ORR’s website at:

http://www.rail-reg.gov.uk/upload/pdf/383.pdf.

To ask the Secretary of State for Transport if he will estimate the loss to the economy caused by delays to rail services in the first six months of the 2008-09 financial year. (246403)

My right hon. Friend the Secretary of State has not estimated the economic cost of rail service delays in the first six months of the 2008-09 financial year.

However, at the end of the first six periods of 2008-09 the industry's annual reliability and punctuality performance measured by the public performance measure (PPM) had reached 90.4 per cent. in England and Wales, a 1.8 per cent. improvement on the previous year. The Government's high level output specification requires the industry to achieve public performance measure of 92.6 per cent. by 2014.

To ask the Secretary of State for Transport if he will bring forward proposals to introduce the Swiss model of re-railing. (246404)

The Department for Transport does not manage the detailed approach to track maintenance including re-railing.

This is an operational matter for Network Rail as the owner and operator of the national rail network. The hon. Member should contact Network Rail's chief executive at the following address for a response to his questions:

Iain Coucher

Chief Executive

Network Rail

Kings Place

90 York Way

London

N1 9AG.