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Contents Page Introduction 1 Our Vision 2 Integration and Accessibility 3 Improving Connectivity 4 Customer Satisfaction 5 Investing in the Railway 6 Safety and Environment 7 Marketing, Promotion and Communication 8 The Future 9 Developing our People 10 Making it Work 10
Introduction Over the past two years Centro and London Midland have been working together in partnership to transform rail services in the West Midlands. Our original partnership agreement, signed in September 2011 committed us to a number of deliverables to increase customer satisfaction and ultimately encourage increased rail patronage and modal shift from car to rail. Two years on, the deliverables of the original partnership agreement have been substantially delivered. A new agreement has, therefore, been developed which sets out the joint commitments of Centro and London Midland for the remainder of the current franchise, scheduled to end in September 2015. We will work together to jointly implement the improvements set out in this document, which we believe will create a more user friendly, accessible railway and contribute to greater standards of personal mobility. The agreement has been entered into by both parties on a voluntary basis and demonstrates the extent to which transformational change can be delivered through effective partnership working. 1
Our Vision We have a shared vision to develop a better railway for passengers in the West Midlands region through effective partnership working. We will seek the following outcomes: Increased customer satisfaction Improved accessibility for everyone Improved integration with other forms of transport Improved safety and security Increased patronage and revenue 2
Integration and Accessibility We will aspire to deliver a network that is easy to use, accessible for everyone and fully integrated with other forms of transport. Joint 1. Deliver a pilot smart-ticketing scheme available to all season-ticket and concessionary pass holders on the Snow Hill Lines. 2. Deliver integrated passenger information to make it easy for passengers to plan and make multi-modal journeys (including information at stations and electronic media). 3. Develop and promote schemes to improve accessibility and social inclusion (e.g. provision of step-free access at stations) through minor works funding. 4. Integrate Centro into the London Midland Access Panel including a West Midlands focus group. 5. Work with Network Rail to ensure that the opportunities provided by the New Street Gateway project are fully realised including the installation of Automatic Ticket Gates. London Midland 6. London Midland to invest a share of 250k + RPI per annum on minor work to aid accessibility and to involve Centro in the process of identifying and selecting future schemes. 3
Improving Connectivity We will work together as partners and with third parties to identify viable opportunities to further develop services within the West Midlands whilst recognising the need to provide a stable and robust base service to passengers. Joint 7. Jointly work to develop a proposal and business case for the Centro funded Chase Line off-peak service enhancements to be funded by the Government as part of the base franchise specification. 8. Seek improvements to operational flexibility at Birmingham Snow Hill Station. 9. Agree and facilitate the changes to Snow Hill Station required as part of the Midland Metro Birmingham City Centre Extension project to enable seamless integration between the two modes. 10. Agree a strategy for delivering enhanced electric services on the Chase Line following electrification in Control Period 5, including building the case to deliver longer platforms as part of the project. 11. Work together to build the business case and deliver additional rolling stock to meet Control Period 5 / High Level Output Statement growth requirements. 12. Identify joint priorities and commercial opportunities which contribute towards achieving the goals of the West Midlands Regional Rail Vision. Centro 13. Centro to subsidise, jointly with Staffordshire County Council and Cannock Chase District Council, the continued operation of enhanced off-peak services between Birmingham, Walsall and Rugeley until December 2014 and to give consideration to funding beyond this date subject to a review of the business case, affordability and likelihood of the Government being willing to take over the funding responsibility for the services at a future date. 14. Centro to subsidise, jointly with Warwickshire County Council, the continued operation of enhanced off-peak services between Birmingham and Stratford-upon-Avon for 3 years from the commencement date in 2013 or until funding responsibility is taken over by the Government, whichever is the sooner. 4
Customer Satisfaction We will listen and take action to improve customer satisfaction. Joint 15. Share customer satisfaction data and develop a joint action plan for improving and maintaining high standards of satisfaction. 16. Support the introduction of the Passenger Champion concept on rail and maximise the benefit of the feedback received. 17. Work in partnership with Network Rail via the Local Delivery Group to champion the improvement of station facilities in the West Midlands. Centro 18. Centro to invest 1.7m in the provision of step-free access at Acocks Green and to work jointly with London Midland to identify priorities and seek funding to improve accessibility at other station on the network. London Midland 19. London Midland will introduce Product Manager roles which will own the product within their geographical area of responsibility and drive forward initiatives that will deliver improved customer satisfaction results. 20. London Midland to improve the user-friendliness of ticket vending machines (TVMs), including widening the range of tickets available, installation of anti-glare screens to aid users with visual impairments and providing shelters for outdoor TVMs subject to accessibility funding. 5
Investing in the Railway We will invest and encourage investment from others to deliver a transformational change in the quality and capability of the railway. Joint 21. Jointly develop and promote schemes to improve train service performance. 22. Work jointly to deliver Centro and London Midland capital projects for example station interchange or park and ride improvements. 23. Work together, including other relevant partners, to jointly develop and deliver improvements under the National Stations Improvement Programme (NSIP), the Cycle-Rail Fund and the Access for All Programme, taking advantage of any other suitable funding opportunities that become available. 24. Work jointly to ensure delivery of the outputs in Network Rail s business plan. 25. Jointly promote the proposed redevelopment of Wolverhampton Station. 26. Work together to find a mutually acceptable position in relation to the proposed new station at Bromsgrove. Centro 27. Centro to fund and deliver additional park and ride capacity for at least 3 stations in the West Midlands and continue development work / seek funding for further scheme. 28. Centro to invest 250k on a package of minor station improvement works during 2013/14, the scope of which will be developed jointly with London Midland and seek funding for further station improvements in future years. 6
Safety and Environment We will strive to ensure our passengers feel safe when using the railway and act responsibly to protect our environment. Joint 29. Work jointly to support the delivery of the Local Transport Policing Plan, including regular attendance of Safer Travel tasking meetings. 30. Obtain and retain Secure Stations Accreditation for local rail stations and publicise to passengers where this has been obtained. 31. Seek opportunities to extend the coverage of CCTV on local rail stations and maximise the benefit of the Command Centre for real-time monitoring. 32. Deliver environmental benefits to meet the sustainability agenda in line with the Green Transport Charter partnership. 33. Support the implementation of the West Midlands Local Sustainable Transport Fund programme, Smart Network Smarter Choices. 34. Seek opportunities for further provision and improvement of cycle storage at local rail stations, including a joint approach to investigating funding opportunities and scheme development. London Midland 35. London Midland to invest 1m on station improvements in the West Midlands, as part of the agreed passenger benefits, including provision of additional CCTV. 36. Improve the passenger perception of safety and security both on train and at station ensuring that staff of all parties understand the importance of doing so and the key role that they play. 7
Marketing, Promotion and Communication We will communicate effectively with our customers and with one another. Joint 37. Develop a joint marketing and promotion strategy for local rail services. 38. Agree a joint approach to communications with a target of at least one good news story per month. 39. Form a joint West Midlands marketing / communications group meeting at least quarterly. 40. Promote the Centro Direct Debit scheme and other new retailing methods increase revenue and patronage through ticket sales including LM support for the Centro sales team. London Midland 41. Build relationships between London Midland colleagues and the ITA, including attendance of committee meetings where appropriate. 8
The Future We will work together now to lay the foundations for the railway s future success. Joint 42. Work jointly to secure the required investment in the West Midlands through the planning processes for Control Periods 5 and 6. 43. Work together to allow Centro to develop a customer-driven proposal for how a devolved franchise would operate. 44. Where possible, implement measures now that support the anticipated position post 2015 and 2017 and avoid actions that would prejudice such an approach. 45. Enter into a Non-Disclosure Agreement and arrangement to facilitate discussions on devolution. 46. Ensure that the opportunities of HS2 are identified and fit into the longer term aims of the West Midlands railway. 47. Develop a proposal for a widespread multimodal smart ticketing solution for the West Midlands to take the offer beyond the Snow Hill Lines pilot. London Midland 48. Share appropriate data / resource to allow Centro to develop proposals for a devolved rail franchise in the West Midlands. 9
Developing our People A great partnership is built on great people. We are committed to developing our people to realise their potential. Joint 49. Work together to develop and roll out the Princes Trust apprenticeship programme. Making it Work London Midland and Centro to maintain a structure of quarterly Lead / Shadow Lead Member Partnership Board meetings and officer level Steering Group meetings with separate task and finish groups being set up on an as required basis. The deliverables will form the basis of an implementation plan, to be developed and monitored by the Steering Group and reviewed by the Partnership Board at least every 6 months. 10
Signed:... Cllr John McNicholas Chairman West Midlands Integrated Transport Authority... Geoff Inskip Chief Executive Centro... Patrick Verwer Managing Director London Midland... Richard Brooks Commercial Director London Midland
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