RSMG 30 January 2020 ORR protects the interests of rail and road - - PowerPoint PPT Presentation
ORR protects the interests of rail and road users, improving the safety, value and performance of railways and roads today and in the future RSMG 30 January 2020 ORR protects the interests of rail and road users, improving the safety, value and
ORR protects the interests of rail and road users, improving the safety, value and performance of railways and roads today and in the future
ORR protects the interests of rail and road users, improving the safety, value and performance of railways and roads today and in the future
By Chris Casanovas and Ben Hubbard
A key area of work for the Office of Rail and Road (ORR)
and in particular looking at the experiences of disabled passengers who rely on Assisted Travel. Assisted travel entitle disabled passengers free assistance and plays a crucial role in making the rail network accessible.
Want to know more about what we do? Here’s an infographic: https://orr.gov.uk/__data/assets/pdf_file/0009/18909/what-we-do-infographic.pdf
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Previously there had been negative press about assisted travel which presented a picture of a scheme that was fundamentally unfit for purpose. A major concern for ORR was the absence of reliable data to support or refute that narrative. As an evidence-based regulator, how can you make the case for change if nobody knows anything!
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How this has been used to inform policy How we built up and developed an evidence base Impact: Used to create new guidance for train operators, and make recommendations to the whole rail industry Improve the experience of disabled people on the railway
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demand for assistance.
their admin systems.
industry.
publish this data as official statistics every quarter, with supporting factsheets.
assists.
https://dataportal.orr.gov.uk/statistics/passenger- experience/passenger-assistance/ 7
how many people had a Disabled Persons Railcard.
from their admin systems, and publish this data as
factsheets.
DPRCs in circulation.
https://dataportal.orr.gov.uk/statistics/passenger- experience/disabled-persons-railcards/ 8
their trains or at stations.
with data on the number of times it had failed and the reasons for the failure using a pre- coded list.
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We carried out primary research with almost 10,000 Assisted Travel users over the past couple of years. The survey asks a range of questions, such as:
requirements,
https://webarchive.nationalarchives.gov.uk/20180605094931/ http://orr.gov.uk/__data/assets/pdf_file/0009/25983/research
2017.pdf
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which types of assistance are most likely to fail and at which types of stations.
industry understand a range of information about Assisted Travel users, for example, how often they travel, what types of journeys they make, and whether they travel alone or with a companion.
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datasets to develop an accessibility model of GB railways.
ORR station data and other publically available data.
can be quantified, and the impact on passengers can be measured.
into an interactive tool using PowerBI.
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https://webarchive.nationalarchives.gov.u k/20180605095147/http://orr.gov.uk/__d ata/assets/pdf_file/0008/25982/research- into-passenger-awareness-of-assisted- travel-services-april-2017.pdf
Research into passenger awareness of assistance travel :
available to them on the rail network;
the rail network.
https://webarchive.nationalarchives.gov.u k/20180605094905/http://orr.gov.uk/__d ata/assets/pdf_file/0006/25980/a- mystery-shop-of-turn-up-and-go-services- report-november-2017.pdf
Research into unbooked assistance (also known as Turn Up and Go)
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All of this evidence has been used by policy colleagues at ORR to publish new Accessible Travel Policy (ATP) guidance for train and station operators. This guidance outlines the commitments train operators must include in their policies for helping older and disabled people to travel by rail.
https://orr.gov.uk/rail/consumers/what-we-do-for-consumers/improving-assisted-travel#guidance 14
Strengthen train and station operators’ training of staff in disability awareness, including involving disabled people in its delivery and requiring staff to have refresher training at least every two years. Improve accessible journey planning by standardising key station accessibility information on facilities, step-free access and staffing to provide a better and more accurate picture of what disabled passengers can expect at each station. Involve disabled people in a meaningful way in the development and review of operator policies and training Reduce the notice period for booking assistance, currently up to 24 hours before travel to a minimum of 2 hours before travel by April 2022. Increase the reliability of assistance for disabled and older passengers that book in advance and those that request assistance at the station, by introducing a new standardised handover process for all GB mainline stations. Ensure all train companies make it easier for passengers to receive redress when booked assistance fails.
https://orr.gov.uk/__data/assets/pdf_file/0016/4 1515/improving-assisted-travel-at-a-glance- summary-july-2019.pdf 15
https://orr.gov.uk/__data/assets/pdf_file/0005/41396/orr-advice-to-the-williams-rail-review- july-2019.pdf
The ORR were asked to respond to the Williams Rail Review about what more can be done improve the accessibility on the rail network. The Williams Rail Review was established in September 2018 to look at the structure of the whole rail industry and the way passenger rail services are delivered. Policy colleagues were able to recommend significant changes to improve the experiences
based on robust evidence.
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We were able to use our data to demonstrate where assistance is most likely to fail.
booked boarding assistance (87% success rate) is consistently better than booked alighting assistance (80% success rate).
assistance users experience a partial or total assistance failure.
Recommendation: improve the reliability of assistance for passengers when getting on or off the train. This has resulted in the development of new protocols at stations to improve the reliability of assistance. We are currently trialing this new process with train
June 2020. What the data showed: Impact:
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Through accessing the publically available National Rail Enquiries (NRE) data, we identified a number of data quality issues, which could directly impact on journey planning for disabled passengers. NRE is used by Passengers who rely on assistance or step-free access to plan journeys along a route that is accessible to them. It is also used by rail staff who rail who often also rely on the same information sources.
https://www.nationalrail.co.uk/stations_destinations/default.aspx
Recommendation: Improvements to accessible journey planning Improvements include:
quality and consistency of information
a fixed format with clear definitions for labelling
how we will approach monitoring and compliance What the data showed: Impact:
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Recommendation: Strengthen rail staff accessibility training Accessible Travel Policy Guidance will include a focus
staff training.
We were able to show that the quality of assistance for passengers can also vary depending on the type of impairment they have, especially those with less visible disabilities such as autism, dementia or anxiety who
those passengers with visible impairments.
that satisfaction with overall assistance was 84% for those with a physical impairment compared to 70% for those people with a social or behavioural impairment. What the data showed: Impact:
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Recommendation: Redress for booked assistance failure We will require through the Accessible Travel Policy Guidance that any passenger who has booked assisted travel, which is not delivered because of a train or station operator’s actions, should receive appropriate redress in recognition of the service failure. ORR have already started a new data collection on this for 2018-19 to support policy colleagues. Recommendation: A coherent national strategy to promote assisted travel Our research suggests that low awareness of assisted travel services amongst disabled people is the major barrier to enabling more accessible journeys on the rail network. Of those people who stated they would need assistance to travel by rail, more than half (54%) had never heard of Passenger Assist and over four in ten (81%) had never heard
Recommendation: develop a whole system approach to inform decisions about accessibility, funding and staffing. The decision to begin staffing, or increase staffing, at key stations could in many cases make them more accessible to some disabled passengers. Just under half (49%) of stations are currently step-free (to varying degrees) but are partially staffed or unstaffed From our research we know 57% of assistance users need help to board the train; and 45% of assistance users need help to alight the train.
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We ensure the data is made public at train operator level in
much of the data is also published in our annual consumer report called Measuring Up. We’ve had train operators tell us they have used our data to identify specific stations that were providing poor levels of assistance and have taken action to address this. In this way we are also helping individual operators to improve.
https://orr.gov.uk/__data/assets/pdf_file/0006/4139 7/measuring-up-annual-rail-consumer-report-july- 2019.pdf 24
https://orr.gov.uk/rail/consumers/annual-rail-consumer-report
We have developed company level summaries within our annual consumer report, and developed an interactive PowerBi tool to ensure the data we hold is accessible.
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The results demonstrate that train companies need to improve to provide the service passengers require. Decisions within the new ATP guidance, and Williams recommendations were all based on solid evidence. The new ATP guidance and Williams recommendations have the potential to have a positive impact for the experiences of disabled passengers on the rail network.
https://webarchive.nationalarchives.gov.uk/20180605094931/http://orr.gov.uk/__data/assets/pdf_fil e/0009/25983/research-into-passenger-experiences-of-passenger-assist-november-2017.pdf
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Moving Britain Ahead
March 20
OFFICIAL SENSITIVE
Rail Passenger Counts Database 27
Moving Britain Ahead
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Only source of data that can tell you exactly how many people travelled on specific trains. Sits beside a suite of other industry data sources. Used by DfT for National Statistics. Data used for wider industry models, appraisals and franchising. Used by TOCs in day-to-day fleet management/operational planning.
March 20
Rail Passenger Counts Database
Moving Britain Ahead
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March 20
Rail Passenger Counts Database
Manual APC Automatic Passenger Counting
Collected by guards, on-board or from the platform. Costly to collect so sample sizes are typically small. Only a handful of stations are counted. May introduce human error, particularly where services are very busy. Includes, load-weigh, infrared sensors and cameras. Larger sample sizes due to reduced manual burden. Passenger numbers can be monitored across the whole route. Equipment needs calibrated to deliver accurate results. Not all fleet is fitted. Fleet rotation can address this.
Moving Britain Ahead
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Data requirements set out in an annual specification to TOCs. Collected at a handful of key stations in England and Wales only. Require counts from two 12 week count periods – Spring and Autumn. Submitted in Excel “Green Books”. Green Books give average number of passengers for each service only.
March 20
Rail Passenger Counts Database
Moving Britain Ahead
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March 20
Rail Passenger Counts Database
Planned rail timetable Actual train running times Planned train formation/ “consist” data Rolling stock information Actual train formation/ “consist” data Passenger counts data
Moving Britain Ahead
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March 20
Rail Passenger Counts Database
Allows users to interrogate virtually any aspect of the data with flexible outputs removing the need for Green Books. Data received all year round and without prior aggregation, meaning analysis on specific days/periods can be completed. Full line of route passenger counts provided to DfT where APC fitted, not just at a handful of stations. APC data fed into the into database in near “real time”.
Moving Britain Ahead
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March 20
Rail Passenger Counts Database
Five TOCs currently providing data to the RPCD with an aim to increase this significantly over the next year. Working through data quality issues with those on the RPCD to replace Green Books by 2021. Currently working with Greater Anglia to feed in data from their new fleet. APC fitment increasing with new rolling stock and each franchise competition. Developing understanding of how Passenger Counts data fits in with wider demand narrative. Using data to review how crowding is measured.
Moving Britain Ahead
Further questions to: Ashley.Mewett@dft.gov.uk
Rail.Stats@dft.gov.uk 34
March 20
Rail Passenger Counts Database
January 2020
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82 80 83 80 81 81 83 81 81 79 83 82
SPRING AUTUMN
NRPS OVERALL JOURNEY SATISFACTION
2014 2015 2016 2017 2018 2019
National Rail Passenger Survey
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45 46 45 48 46 47 47 47 45 46 47 47
SPRING AUTUMN
NRPS VALUE FOR MONEY
2014 2015 2016 2017 2018 2019
National Rail Passenger Survey
82% 96% 94% 92% 91% 90% 72% 73% 74% 79% 79% NATIONAL HEATHROW EXPRESS GRAND CENTRAL HULL TRAINS MERSEYRAIL CHILTERN RAILWAYS NORTHERN WEST MIDLANDS TRAINS SOUTH WESTERN RAILWAY TRANSPENNINE EXPRESS TRANSPORT FOR WALES
37% 14% 10% 7% 6% 6% 6% 14%
NRPS Drivers of Satisfaction for Great Britain Spring 2019/autumn 2019
Punctuality/reliability Cleanliness of the Inside of the train Frequency Train speed Level of Crowding Provision of information during the journey Comfort of the seats Others Note: Graph shows individual drivers of satisfaction that account for at least 4.5%
80 83 80 81 81 83 81 81 79 83 82
Autmn 14 Spring 15 Autumn 15 Spring 16 Autumn 16 Spring 17 Autumn 17 Spring 18 Autumn 18 Spring 19 Autumn 19
88 86 87 88 88 90 92 93 91 91
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2014 2015 2016 2017 2018 2019
OVERALL JOURNEY SATISFACTION ACROSS MODES
National Rail Passenger Survey, Bus Passenger Survey and Tram Passenger Survey
Tram Bus Rail
42 49 50 16 9 6 16 44 40 25 18 12 13
41 33 28 26 15 11
Window gazing/people watching Reading for leisure Checking emails Internet browsing Accessing social networking sites Eating/drinking
Time spent on train
2010 2014 2019
NRPS National Total 2010 (27556) 2014 (27812) 2019 (25916)
43 44 34 25 11 20 12 43 36 26 20 13 15 9
48 29 21 17 15 9 5
Smartphone Newspaper Reading book Food/drink Laptop computer Paperwork Magazine
Items brought on train
2010 2014 2019
NRPS National Total 2010 (27556) 2014 (27812) 2019 (25916)
44 75 75 74 76 75 76 79 78 78 78 80 79 25 25 23 25 22 21 24 23 20 23 27 25
SPRING 14 AUTUMN 14 SPRING 15 AUTUMN 15 SPRING 16 AUTUMN 16 SPRING 17 AUTUMN 17 SPRING 18 AUTUMN 18 SPRING 19 AUTUMN 2019
Satisfaction
Connections with other forms of public transport (very good + fairly good) Availability of alternative transport if cancelled (very well + fairly well)
National Rail Passenger Survey