New rail era as Government takes control of franchise
THIS WEEK marks the beginning of regime change on the region’s railways after the Department for Transport ‘took back control’ of the troubled Northern rail franchise.
Yet the only discernible difference, for now, will be Transport Secretary Grant Shapps – rather than failed private sector operator Arriva – being answerable and accountable to commuters.
It’s a start. As Mr Shapps concedes, change will not happen overnight after years of declining performance, and reliability will continue to be compromised by Network Rail’s failure to upgrade the infrastructure on time.
But, as Mr Shapps tasks the DfT’s management team with delivering a 100-day action plan in conjunction with the whole industry, it is also going to require massive cultural change to get services here remotely back on track.
First impressions matter and a motivated frontline workforce will be critical to changing passenger perceptions about, arguably, the UK’s worst performing rail franchise. were just mumbles. “Not my problem,” muttered the Northern official.
Sorry, it is. Just like the blue and white branding – and antiquated Pacer trains – all staff, including those senior managers responsible for so much misery, transfer to the new public holding company, Northern Trains Ltd, and now need to raise their game as ambassadors for their company and county.
Here Mr Shapps needs to get staff on board for the journey ahead. Communication is also critical. If a train is going to be late or cancelled, and this will still happen, advise Northern staff try and say sorry with a sympathetic smile – and the truth. It’s far more likely to placate passengers than many of the excuses, I’d go as far and say ‘lies’, offered in the recent past.
But it also requires the rail unions to play their part. Industrial action led to the near-collapse of Sunday services and this change of management affords all sides a fresh start.
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