Improvements to customer service and performance pledged in franchise bid

Transport operator First has pledged to continue to drive up standards of performance and customer service in its bid for the Greater Western franchise.

The new franchise, which is due to start operating on April 1 next year, will combine First Great Western and First Great Western Link, both First companies, and Wessex trains.

First believes it provides a unique opportunity to deliver further substantial benefits to thousands of customers, based on its experience, capability and best practice which has proved successful to date.

Moir Lockhead, First’s Chief Executive, said: “Our plans are exciting and innovative. They will drive up performance, and raise standards of customer service, safety, security and integrated transport.

“We have the experience and the proven track record to transform travel for the Greater Western franchise region, setting new standards for customer service that will create the benchmark by which all rail travel is judged. We have in-depth experience of the new franchise area and we have built strong local relationships over many years. For these reasons we know we are in the best position to deliver the Greater Western franchise.”

The bid, which has been delivered to the Department for Transport, Rail, includes investment and improvements in all areas including:
· Performance
· Customer Service
· Safety and Security
· Stations
· Trains
· Customer Information
· Capacity
· Car parks
· Integrated transport
· Catering
· Employee training and development
· Accessibility
· Environment

First believes the benefits of its bid are two-fold. It will mean improvements for thousands of customers while also giving good value to tax payers through the financial premium First is offering the Government to operate the franchise.

A key part of First’s bid is building on, and improving, its partnership approach to working with industry bodies, such as Network Rail, and local stakeholders including Community Rail organisations.

“If we are successful we look forward to working with the Department for Transport, our stakeholders, customers and the communities in the region to develop the Greater Western franchise, invest for the future and grow the market for rail travel across the network,” added Moir Lockhead.

First’s bid is commercially sensitive and part of a confidential tendering process which means we cannot give further details of our proposals at this stage.

The Greater Western franchise, due to start on April 1, 2006, will combine the services currently run by First Great Western and First Great Western Link (both FirstGroup plc companies) and Wessex trains.

The franchise, which will run for seven years with a potential extension for a further three years, will serve South Wales, the south west of England, the Cotswolds, Kennet and Thames Valleys, North Downs and South Coast.

The formal invitation to tender, specifying the requirements of the new franchise, was issued in June. As well as the base specification, the minimum requirements of the franchisee, bidders were also asked to submit an ‘Alternative Tender’ showing benefits above and beyond the base specification. In addition bidders were asked to outline the costs of running the overnight sleeper between Paddington and Plymouth/Penzance and the off-peak half-hourly services between Paddington and Cardiff.

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