R A I LT R AC K - The Railways Archive

2.2
2.2 Consultation with our customers,
funders and passengers
Last year, we strengthened our account planning through a
structured exercise to agree with each of our train operating
customers – and with each of the Passenger Transport
Executives (PTEs) – a statement of their reasonable
requirements.Customers and funders were invited to
set out their requirements,which resulted in over 2,000
individual proposals varying widely in both scale and type.
Each was discussed with the customer or funder to agree
output deliverables.
We have taken forward those requirements which:
• represent ways of delivering an output for which we are
already funded (eg in meeting our criteria for
maintenance and renewal of the network,including
renewal in modern equivalent form);or
• relate to enhancement of the capability or capacity of
the network (or are for additional train services where
no access agreement currently exists) where the
requirement is consistent with the relevant Route
Strategy. In these cases, we will examine how risks and
benefits might be shared.
Table A Analysis of customer requirements received
and proposals for action
Source:Railtrack analysis
30%
20%
10%
Completed or withdrawn
Account management process
Access agreement negotiation
Operational performance
Track quality
Renewal programme
Enhancement feasibility study
Enhancement included in NMS
Still under discussion
A summary of the types of requirements received from
customers and funders is shown in Table A.
Further information is given in Appendix 4.
Requirements relating to enhancement of the network are
also referred to in each Route Strategy of this document.
The agreed outcome of each reasonable requirement
relating to development of the network is shown in the
relevant Route Strategy, including the impact on options for
solving capacity constraints.Significant requirements,and the
agreed way forward,are also set out in the relevant
descriptions of Route Strategies in this NMS.Where the
requirements relate to performance or track quality, these
have been considered as part of the network-wide
commitments that we have given.Requirements concerning
our renewals programme, including incremental
improvement options where possible, are being discussed
with each customer. At the time that this NMS went to
press,a small number of requirements (2%) were still being
discussed with customers to agree a way forward.
Action plans have been agreed either to implement
each reasonable requirement,or to carry out the next stage
of feasibility or development work.These are now
incorporated into the Account Plans,whether or not details
of the proposal are published in this NMS,and will be used
to monitor and report progress.Where new or modified
requirements arise in future, these will be treated in the
same way.
Discussions have also been held with the Franchising
Director to understand his requirements for changes to the
output of the network.Those requirements related to the
capacity and capability of routes,such as frequencies or
journey times, have been considered within the relevant
Route Strategies.
Discussions have also
been held with the
Franchising Director
to understand his
requirements for
changes to the output
of the network
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