Network Rail continues to create close ties with operating companies to improve customer experience

Network Rail is continuing to develop close ties with train and freight operators with the mission to improve the customer experience.

(Credit: Network Rail)

Network Rail has confirmed significant power and decision making has already been devolved from the centre to its routes since the publication of its Transformation Plan – “Delivering for Our Customers”. According to Network Rail, 99 percent of work is now approved at local level – speeding up decision making and delivery.

Furthermore, Network Rail states that each route has worked with its train and freight operating companies to produce aligned incentives through new route scorecards. It believes the action will provide a public measure of how the railway is performing for the benefit of passengers. It is also part of the company’s ongoing devolution process.

The move is supported by the Secretary of State for Transport Chris Grayling. Commenting on the news that a new supervisory board, including passenger representatives, will oversee all elements of the railway on the Great Western railway, Mr Grayling said: “This is excellent news. Delivering major improvements on our busy network is a tough task. Whether it’s planning essential repairs, improving services, or dealing quickly with problems, it’s much better when it’s done by one joined up team of people. Our railways are crucial to our economic future. While the solutions may differ in their models for each area, the outcome will be the same – a railway that is predominantly run by an integrated local team of people with a commitment to the smooth operation of their routes.”

Commenting on the publication of the Transformation Update, Mark Carne, Network Rail’s chief executive, said: “Network Rail is changing and devolution is now a reality for everyone in Network Rail. We have created smaller regional businesses and empowered them to run their railway in a way that best meets the needs of their train operating customers, bringing track and train together to deliver for passengers and business.”

“Devolution is a fundamental building block of our company transformation plan. My vision is for Network Rail to behave like a private sector company putting customers at the heart of our business. This transformation, and ever closer working with freight and train operators, is essential if the railway is to properly meet the challenge of unprecedented customer growth and congestion.”

Industry reaction to the Network Rail publication

Ian Bullock, Route Managing Director Arriva Trains Wales said: “We are working more closely with Network Rail than ever before and are building strong alliances. This is good news for us and good news for our passengers.

“We’ve recently launched a joint operations Board which also incorporates the Welsh Government. A priority for this new Board is to enhance collaborative working even further and ensure that we explore every possible opportunity to continue to better meet the needs of our passengers.”