JUDGES’ COMMENTS

While Transport Focus strongly believes, based on insight work, that passengers will usually prefer to be kept on a train rather than a bus replacement service, this is not always possible.

In 2017, the Wirral Loop line needed to be shut for six months for maintenance and improvement work. The line links Birkenhead and the Wirral with Liverpool via a tunnel under the Mersey. The rail link is one of only three ways to cross the Mersey in Liverpool itself – the others being the Mersey Ferry and the Mersey Tunnels. Merseyrail and its partners were worried passengers might leave and not come back.

It was an excellent-quality entry and presentation. The pre-planning and early advice to passengers of the proposed closure through numerous media campaigns ensured passengers were well-informed before the closure.

There was an amazing level of passenger focus, a continuous stream of feedback during the bus replacement operation, superb partnership with Arriva Buses (including the purchase of new buses and the fitting out of a ‘bike bus’), great eye-grabbing (Liverpool-themed) information, and a very high rate of people returning to the service when the service through the rail tunnel came back into use.

There was also a high degree of customer care, demonstrated by extra agency staff drafted in to deliver wellresourced guidance and advice for passengers at the rail and bus transfer, enhanced by the number of ‘add-ons’ such as free food ( bacon rolls!) in cold weather and umbrellas when it rained.

This project demonstrated excellence in planning, execution and delivery. It has set the benchmark for all future major infrastructure works.