1. Introducing Passenger Focus and local rail services for Peckham Rye Sharon Hedges Passenger Link Manager

2. Who is Passenger Focus national independent rail consumer watchdog represents passengers’ interests, primarily to the rail industry and government independent – but close working relationship with rail industry and passenger groups focused on passengers

3. How we work commitment to evidence based campaigning major research programme influencing major long term decisions delivering wins for passengers appeal complaints and mediation events and engagement

4. Southern and Southeastern Two franchises provide local services Both owned by Go-Ahead but independent operations Serve commuters, leisure and business passengers Service information from NRES www.nationalrail.co.uk www.nationalrail.co.uk 08457 484950

5. Southeastern – key facts Awarded 2006 for 6 years (+2) Standard local service patterns: -Two tph Blackfriars to Sevenoaks - Two tph Victoria to Dartford - Some additions/variations in peak Introducing High Speed domestic Fare increases at RPI + 3%

6. Southern – key facts Current service provision: - 2 tph London Bridge to Victoria (SLL) -4 tph London Bridge to Croydon via Crystal Palace -6 tph London Bridge to Tulse Hill/ or East and West Croydon Franchise ends September 2009

7. Developments on the network South Central re-franchise Thameslink programme Brighton Mainline Timetable Dec 2008 Kent high-speed services Dec 2009 East London Line South London RUS + 10 car railway Kent and Sussex Route Utilisation Strategies – consultation early 2009

8. South Central franchise – Sep 2009 A new role for Passenger Focus and increased passenger emphasis Public consultation ended August Four bidders announced ITT released November 2008 Bids due February 2009 Announcement early summer 2009 Challenging context - major projects Short timescale but many demands

9. Passenger Focus input to the South Central process Evidence from NPS Passenger priorities research Other themed research studies Passenger and stakeholder input Submission to Secretary of State 90 pages – 70 recommendations! Monthly meetings with DfT for full year Meetings with the four bidders

10. Passenger Priorities for improvement 2007 South East Rank London Rank Attribute GB Rank 11Price of train tickets offer excellent value for money1 22Sufficient train services at times I use the train2 33At least 19 out of 20 trains arrive on time3 44Passengers are always able to get a seat on the train4 510Seating area on the train is very comfortable9 66Max queue time no more than 2 mins to purchase tickets6 75Company keeps passengers informed if train delays5 87Information on train times/platforms accurate and available7 98Trains consistently well maintained/in excellent condition8 109Passengers experience a high level of security on the train10 315291Sample Size3965

11. South Central research conclusions Route based findings: Frequency: weekends and later-evenings Provision of information: service disruption and availability of basic information Improving access to stations: walking routes, car parking, bus links and bike racks Ticket buying facilities: importance of staffing Personal security: importance of staffing And other research highlights importance of: Operational performance Getting a seat Value for money

12. South Central – key elements of franchise A more passenger focused approach Improved late-evening services in Metro Late night services on Friday/Saturday Improved Sunday frequencies in Metro Improved information TfL managed stations Oyster PAYG and retailing + Smartcard Ticket machines, gating and staffing Station travel plans + car/cycle spaces NPS targets and service quality

13. Contact details www.passengerfocus.org.uk 08453 022 022 Passenger Advice Team, Passenger Focus, 5th floor, Wellington House, 39/41 Piccadilly, Manchester, M1 1LQ