Greater Anglia takes steps to improve its response to disruption

Tuesday, 24 April 2018

Greater Anglia is taking steps to improve the way it responds during delays to get people on the move more quickly.

Average punctuality currently stands at around 90% but it’s hoped a new initiative will boost this figure to provide an even better service to commuters.

Greater Anglia’s Managing Director, Jamie Burles, said, “We’re constantly improving the way we react when things go wrong. We know this is a top priority for our passengers and care about making their lives easier.”

During the initial months of the new initiative Greater Anglia saw an increase in customer satisfaction with how it handles delays jump by an unprecedented 10%.

The train company is improving communications channels across the business by creating ‘hub stations’ who will receive information direct from the Control Room, which they can then quickly disseminate to the small group of stations in their area.

Stations can also contact their hub station for information, which is easier than getting through to the Control Room whose lines can often be busy while delays are occurring.

It is also improving information on the company’s internal electronic ‘whiteboard’, which provides staff on trains and stations with updated train running information direct from the Control Room.

Customers are also receiving clearer and more detailed information on the company’s app, twitter account and website.

Messages on these channels have also been improved and made clearer and more informative

Other changes also include:

  • Giving power to station staff to order rail replacement buses more quickly;
  • Updating recovery plans and ensuring that they are shared across all departments;
  • Putting in place new weekly and monthly ‘disruption review’ conference calls to look at incidents in detail, assess the response and learn lessons for the future.