- Oi Hang Chu (OH) Transport Scotland
- Julie Watson (JW) Transport Scotland
- Mark Henderson (MH) Transport Scotland
- Alan Wardlaw (AW) Transport Scotland
- Nicola Dawson (ND) ScotRail
- Sam Price (SP) ScotRail
- Allan Anderson (AA) Transport Scotland
1) Review of previous meeting minute/actions – Period 8
TS/SR content with previous minute.
2) Franchise Variations and Changes
No changes since previous meeting.
3) Franchise Performance
OHC notes that all of the 19 commitments in the Remedial Agreement are either on track for completion or have already been completed and are being reviewed on a monthly basis.
Period 9 – OHC notes that SR PPM for P9 was 84.4% and the PPM MAA increased by 0.1% to 88.3%. This was SR best period 9 since 2014/15.
Period 10 – OHC notes that SR PPM for P10 was 86.7% and the PPM MAA increased by 0.18% to 88.48%. SR advise that this was the best period 10 in three years.
Period 9 – OHC notes that capacity continues to show improvement across all sectors, with the exception of Express Other remains in PIP. SR advise that overall P9 is better than target for the remaining 3 sectors and SR are providing customers with the planned number of seats.
Period 10 – OHC notes that capacity continues to be better than target across all sectors, with the exception of Express Other which has improved from being in PIP to now being worse than target.
Period 9 – OHC notes that franchise level cancellations were 1.09% in P9. Total cancellations MAA improved by 0.09%. Overall, SR are now better than target. Express Other and Suburban East remain In Default, but both improved this period.
Period 10 – OHC notes that franchise level cancellations were 1.15% in P10. Total cancellations MAA improved by 0.25%. Express Other and Suburban East remain In Default, but both continued to improve this period.
Performance Remedial Plan
4) Service planning
5) Revenue Collection
MH is encouraged to see improvement at High Street station.
6) Rolling Stock
OHC confirms that a meeting took place on Monday (27th Jan) and nothing to report from this.
7) SQUIRE/Service Delivery Performance
AW advises that the quarterly report was published at start of year. Positives are £100k better than previous quarter, £100k better than the same quarter 18/19 and £500k better than 17/18. AW advises TS/SR are heading in right direction.
8) Franchise Obligations Overview
9) Marketing and Sales
MH notes that Period 10 Smart figure is 13.3% although it reached a high of 15.6% during last week (period 11).
MH advise of a couple of concerns raised about generic responses going out from SR Customer Service teams.
NRPS scores noted and all attendees note positive upturn from Autumn 2018.
Agenda Item 5
No comments from ND as details will be highlighted in future pack.
Customer Experience delivery group – AW confirms that all attendees agreed to cancel December 2019 quarterly meeting but will make sure rest is on track.
Agenda Item 6
ND advises that work for COP 26 is being progressed
Agenda Item 7
All attendees agree that going forward TS to keep issuing agenda and staff can make changes as and when required.
Date of next meeting: 27 February 2020