Rail franchise performance meeting minutes - 9 November 2017


  • Allan Anderson (AA) Transport Scotland
  • Donald Smith (DS) Transport Scotland
  • Calum Campbell (CC) Transport Scotland
  • Sam Price (SP) ScotRail
  • Nicola Dawson (ND) ScotRail 


  • Sarah Aitken (SA) Transport Scotland
  • Rob Shorthouse (RS) ScotRail

1) Minutes of Previous Meeting

All parties confirmed they are content with the previous minute.

2) Actions Arising from Previous Meeting

58/16/FM, Rolling stock

AM flagged an issue that may need correcting within the Delay Repay claim system. System gives no option for being unable to board an overcrowded train. SP will research and work to get this remedied. – SP reported that this system now has a new interface – Action Closed.

93/16/FM, Operations CO 1.1-1.4, Passenger numbers information (Quarterly provision)

Both parties agreed that a separate discussion on this would be worthwhile. – It was agreed that a separate discussion would be useful. TS will organise once in the position to proceed – Action On-going.

06/17/FM, Schedule 13.2 'B' data

AM asked if it would be worthwhile having someone from TS shadow the process for collecting this data in an effort to encourage a more joined appreciation and awareness of source information being provided – Action On-going.

08/17/FM, CO15.11 Catering Trolley Service on Kilmarnock to Carlisle route was being delayed until December 2017.

SR will provide update – SR will write to TS once this is implemented – Action On-going.


AA highlighted that it may be useful to add some feedback into the reporting pack on how well major event planning works for SR. RS agreed that SR will do a case study and produce some feedback following the Scotland v Slovakia international football match. – Action Closed.


DS pointed out that the figures on the delay repay statistics seemed to have been copied from last month and not updated. SP apologised that this was the case and ND confirmed that she would reissue updated. – Action Closed.


AA highlighted that the ScotRail app had attracted 25,000 new users in Period 5 and thought a monthly update on new user numbers would be beneficial. SP agreed that this would be possible. – Action Closed.


DS observed that the Fares Marketing campaign finished in August and wondered if it would be possible for SR to share their evaluation of the campaign with TS. – Analysis being undertaken and will be shared once complete – Action On-going.

3) Franchise Variations and Changes

TS will speak with SA and ask her to share the conformed copy of franchise agreement. AP – TS

4) Franchise Performance and Planning

ScotRail PPM for the period was 88.3%, 3.2% worse than target. ScotRail PPM was 1.9% worse than year on year.

The PPM MAA now stands at 91.1% which is 0.2% adverse to trajectory of achieving 91.7% at Period 9. MAA is currently sitting at 91.06% which is 0.44% above improvement plan.

AA acknowledged that this had been a disappointing Period for SR in terms of performance, largely caused by Autumn coming early. SP assured that this is a huge priority within the business.

All cancellations are below benchmark in all sectors.

The period capacity figure came in at 0.35%. The overall capacity MAA in the period was 0.35%, and remains 0.65% below benchmark of 1.0%. AA gave credit for capacity benchmarks.

It was discussed that the special event planning feedback now included in the report is useful.

5) Revenue Collection

DS acknowledged that the trends were consistent across all channels.

SR will sense check the commentary within the report as this is similar to the period before and may need updating. ND updated on this following the meeting.

6) Rolling Stock

It was noted that the percentage of cancellations has increased more than in previous months. It was agreed that this is largely an effect of poor performance during the period. It is expected that as performance recovers then these percentages will improve.

7) Financial Obligations and Undertakings

It was noted that ScotRail Complaints per 100k Journeys has increased from 31.3 to 32.5 over the Period. SP informed that this is very much performance driven and that there are no underlying issues beyond this.

1.06% of ScotRail passenger services in the timetable were uncovered during Period 7.

8) SQUIRE/Service Delivery Performance

AA reported that TS met with SR’s SQUIRE team on November 8th. As a result of this meeting, TS will be adding an extra level of consideration to SQUIRE inspections.

9) Franchise Obligations Overview

Customer Experience

CO 15.11, Enhanced Dumfries passenger service – SP reported that catering on this service is expected in December.

P&T Smart Ticketing & New Trains

CO 29.11, New capability to load NEC/SPT products on ScotRail Smartcard – AA raised that TS believe more could be done in terms of comms for this CO. SP will feed this back to Mark Powles.

10) Communications


11) AOB



Published Date 22 Nov 2017 Type Mode of transport