Securing a safer future at First Great Western stations

Customer experience and a safe station environment is paramount to the business ethos of train operator, First Great Western. That is why we have been working hard to achieve Secure Stations Status at 172 of our 210 stations in just over a year.

This total exceeds the commitment made by our company to our customers and the Department for Transport (DfT) last year. Train bosses promised to achieve Secure Stations accreditation at 168 stations on 1 April 1 2009.

This result is a major stepping-stone to providing better personal safety for both customers and train staff across the First Great Western network.

The programme is just one of a number of initiatives First Great Western is focusing on to deliver the best possible service to customers.

This dedication is reflected in our move from one of the worst UK train operating companies to seventh place. Today, an average 91.2% of our trains are on time, compared with 83.9% this time last year.

With customers at the forefront of everything First Great Western does, we hope that by offering reassurance that stations are safe will encourage more people to choose to travel by train.

Process for accreditation

Stations making a commitment to participate in the scheme will work in close partnership with local BTP Crime Reduction Officers (CROs). Local CROs provide station managers with on-going support and guidance until an independent BTP officer formally assesses the station to decide whether it can be recommended for accreditation.

If successful, an application will be sent to the DfT for endorsement. The station will then receive an accreditation certificate, signed by the Chief Constable of the BTP.

The certificate, which is valid for two years, is then displayed at the station and DfT will also notify the station’s local MP.

Help Points

The First Great Western project team has also been doing a lot of work to help us deliver our commitment to customers.
Currently, 67 stations have new Help Points, which connect customers with assistance. The new Help Points have two call buttons, one for Emergency use that will connect the caller directly with a Railway 999 operator, and an Information button for travel assistance.

A Station Information and Security Systems (SISS) renewal and enhancement programme is in place. This will see all existing Help Points replaced with a standard, recognisable system at every First Great Western operated station.

The vision is to provide a Help Point on almost every platform used for train service, totaling more than 360 units.

Fewer units will be installed at Bristol Temple Meads and Reading Stations, which are very well staffed around the clock.

They will be managed by a central maintenance system, so customers really can rely on the systems when they need them.

Help Points at smaller stations will integrate either a TFT display or push-button triggered audio to provide real-time train information. These Help Points will also have a basic Public Address capability, to allow the Customer Information Centre to broadcast essential information to customers as and when required.

CCTV

Currently, CCTV systems are in operation at 86 First Great Western stations, which were installed at various stages with differing technologies and standards.

First Great Western’s SISS programme, in conjunction with Network Rail’s renewals and enhancement works, will see all existing CCTV systems updated in accordance with the latest Rail Industry Working Group guidelines. This will see digital recording held at each station for at least 31 days and allow remote live monitoring and playback.

It will also allow for remote footage download to be used as evidence. The capability for Local Authorities to monitor CCTV from stations is also provided and funding is being identified to expand CCTV to cover to as many as 30 additional stations.

Customer feedback

The secure stations scheme is all about improving services for customers, while continuing to restore their faith in the company.

At First Great Western, it is just one of a number of initiatives which has seen passenger satisfaction levels rise significantly over the last two years.

Results of the National Passenger Survey (NPS), conducted by independent UK Rail watchdog, Passenger Focus, highlight this.

Carried out twice a year, last January’s survey revealed eight out of ten customers appreciated First Great Western’s efforts to improve the reliability and punctuality of its services, the condition of its trains, and the welcome at its stations. The results were six percentage points better than a previous survey carried out in Spring 2008, demonstrating these efforts are not going unnoticed.

Proud progress

As Head of Stations for First Great Western, I am delighted with the progress my team has made with gaining Secure Station Status at 81% of the stations we operate. Everything we do is focused on putting our customers first and providing a safe and secure environment for our customers and colleagues is part of this commitment. We are continuing to work with stakeholders, the BTP and Network Rail to further increase the number of stations we have accredited.

We are making a considerable investment in new CCTV, help points and a Customer Information System. This, along with our continuing station repainting programme and investment in First Line colleague training and development, will further improve the service and facilities we offer across our network.

My team has spent a great deal of time listening to our customers and taking specific actions to improve security and safety.

Results, including the National Passenger Survey, demonstrate we are making progress. My team and I know we have more to do. The personal safety and security of our customers remains of paramount importance to us. To this effect the Secure Stations Scheme is a tangible way for us to demonstrate what we have done to improve safety and security for them at our stations.

Station Managers

Teresa Ceesay is First Great Western’s Station Manager for the Cotswold line. All 11 stations she covers, from Pershore through to Hanborough, have achieved accreditation.

Teresa said: “It is very important for customers to see that we have their best interests at heart. “There is quite a lot of background work involved in securing the status – it isn’t a matter of just filling in a few forms. We need to liaise with the British Transport Police as well as local police officers. Then we need to put a booklet together and go through an accreditation day. We try to cut back hedges to increase visibility from the road, help points are installed and we try to get nearby businesses involved in keeping an eye out. In this day and age, life is dangerous and customers appreciate being able to see that we are doing all we can to keep them safe. It’s a time consuming but worthwhile process.”

Sabina Taylor manages Gloucester and the surrounding stations including Cheltenham Spa, Kemble and Stroud.

She said a lot was already being done to manage security at stations and the status simply offers an added reassurance to customers.

Sabina said: “One thing the scheme has done is to increase communication with local organisations, including the police. However, we have always been very safety conscious and done everything we can to reduce the risk of crime. But this accreditation does give that added reassurance, to our customers and staff alike, that it is safe to travel from our stations.”