Stakeholders call for a better understanding of expectations

The rail industry needs to better understand customer expectations, according to consultation that will help to develop the creation of a 30-year rail strategy.

Publication of stakeholder views is being heralded by the Great British Railways Transition Team (GBRTT) as a “vital step” in the creation of the Whole Industry Strategic Plan (WISP).

It will set the strategic context and key priorities for the rail industry. Ultimately, WISP will be used by ministers to ensure the railway responds to public priorities, with the first version of the document due to appear “towards the end of the year”, says the GBRTT.

The WISP was commissioned by Secretary of State for Transport Grant Shapps with the publication of the Williams-Shapps Plan for Rail in May 2021. Stakeholders - anyone with an interest in the railways, from companies to local authorities, think-tanks, user groups and the public - were asked a series of questions.

The consultation process was supported by an engagement process whereby the GBRTT met 420 stakeholder organisations at 30 forums, two supply chain events, and a round table event chaired by then-Rail Minister Chris Heaton-Harris.

The questions were based on the Government’s five strategic objectives for the rail industry to deliver:

■ Meeting customers’ needs.

■ Delivering financial sustainability.

■ Contributing to long-term economic growth. ■ Levelling up and connectivity.

■ Delivering environmental sustainability.

Significantly, almost threequarters (72%) highlighted a need to better understand customer expectations, both passenger and freight.

Some clear themes emerged from the responses, such as the importance of decarbonisation, accessibility, the need for a strong customer service ethos and financial sustainability; rail’s contribution to ‘levelling up’ and integration with other forms of transport; the need for much greater efficiency; and a recognition that rail isn’t always the answer.