RTPI 2013 Guy Dangerfield


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RTPI 2013 Guy Dangerfield

  1. 1. Keynote Opening Address Guy Dangerfield Passenger Issues Manager Passenger Focus
  2. 2. Information – what passengers need? Guy Dangerfield Passenger Focus 11 September 2013 guy.dangerfield@passengerfocus.org.uk 07711 319760
  3. 3. Passengers’ core needs are pretty simple ..... • Is there a train or bus? • What time? • From where? • How much will it cost? • Fares information ... comprehensive on rail • Very sparse on bus Planning
  4. 4. Planning stage – fares information
  5. 5. On the day – bus passengers’ experience With buses there are no mechanisms to find out what’s going on – whether it’s cancelled or really delayed. You do find yourself just stood there waiting (Leeds – commuter) You just get your information from whoever’s stood there at the bus stop (Manchester – commuter) You don’t know what to do you see, if you’re standing there and it hasn’t come… you’re thinking ‘Oh my goodness, have I missed it, have I missed it?’… you don’t know what to do ‘cause you’ve got to wait for another 112 to come along… you just have to wait and hopefully somebody says, ‘Oh yes, it’s running late’ (Birmingham – commuter) National Rail has live departures which is really useful – why can’t the buses do the same? (Leeds – commuter)
  6. 6. • Strong sense that bus passengers feel powerless when faced with delays. • Many feel there is no way of finding out what is going on • Adds to stress and anxiety Powerless ...
  7. 7. • At any railway station or bus stop, passengers need to know .... > is the train coming > when is it coming • Visual and audible information should be at all stations and all well-used bus stops • Trains and buses should be tracked comprehensively to ensure complete and accurate information • Why should passengers have to gaze into the distance wondering? At the station or stop
  8. 8. It's mental torture sometimes at bus stops working out whether to stay or whether to go
  9. 9. • It’s not yet comprehensive, but live departures information is a reality for many – through apps and websites as well as ‘on the ground’ • Station information is gradually improving, and real time bus systems are being introduced to more towns and cities • Train companies, bus companies and transport authorities have embraced twitter as a means of getting information to passengers But it is improving!
  10. 10. Rail passenger satisfaction since 1999 …. National Passenger Survey (rail) 1999-2013 % satisfied or % dealt with delay well
  11. 11. • Information is critical to passengers’ experience during delays  Part practical – “shall I stay, shall I go”  Part emotional – “you treat us like mushrooms – you just don’t care” • Staff behaviours key, not just technology Information during delays [Being communicated with during disruption] makes the passenger feel that actually, yes, you are important… It’s customer service, its politeness, it puts everybody in a better mood (Birmingham – Commuter)
  12. 12. Needs to be ..... • Timely • Accurate • Consistent • Useful Being useful means letting people make an informed choice I think you just need to know what’s happening up front so you can make your decision as to what you’re going to do (Birmingham - commuter) Information during delays
  13. 13. Information screens that say “on time” after the train should have departed ... • Fail the accuracy test • Fail the usefulness test • Lead to accusations of ..... “you don’t know what you’re doing” • Undermine trust and cause doubt about the accuracy of all information And the same with bus ... It has happened lots of times that the count down is saying 10 mins down to 5 mins and then 1 and then it starts from 10 mins again, and you then wonder what is going on (Leeds - commuter)
  14. 14. What still needs to improve – rail • All routes should have comprehensive GPS tracking (“we know where it was” just isn’t good enough) • All stations should have audio and visual real time departures information – it should be a hygiene factor • Station displays need to stop saying trains are “on time” when they are already late! • The two minute rule – if you stop in the middle of nowhere, say something fast • Getting disruption information to passengers on ‘driver only’ trains – a big weakness in current arrangements • Real time tracking of rail replacement buses (planned or short notice) – is it actually on the way?
  15. 15. What still needs to improve – bus • A real time system (the ‘back of house’ kit) throughout the country – it shouldn’t be a postcode lottery whether you have one • 100% automatic vehicle location • Better prediction engines • More bus stops capable of providing real time departures and context – audible and visual • Market real time smartphone apps – few passengers seem to know about them • Information flow to passengers on a bus that gets delayed – tackle staff attitudes, explore technology • Help people understand what’s real time prediction and what’s scheduled time
  16. 16. Keep focusing on: • Is it timely? • Is it accurate? • Is it consistent? • Is it useful?
  17. 17. All available at www.passengerfocus.org.uk • Delays and disruption: rail passengers have their say, December 2010 • Rail passengers' experiences during the snow, March 2011 • Information: rail passengers’ needs during unplanned disruption, September 2011 (joint research with Southern) • Passenger Focus assessment of online information provided to rail passengers during high winds January 2012 • Short and Tweet: how passengers want social media during disruption, June 2012 (joint research with Abellio) • Bus passengers’ experience of delays and disruption, April 2013