Delivering improvements for customers

Last updated: Friday, 22 March 2019

Customers will benefit from a range of improvements after ScotRail reached a remedial agreement with the Scottish Government.

Building on the significant investment already being made in Scotland’s Railway, ScotRail is recruiting more frontline staff, with an extra 55 drivers and 30 conductors being hired during 2019.

There will be increased focus on fleet reliability, including three additional classic high-speed trains (HSTs) being leased to provide extra resilience and support training, with eight Hitachi technicians and seven maintenance controllers working closely with ScotRail and Network Rail to resolve faults.

A total of £18 million will ensure the successful delivery of the plan. Other commitments being made by ScotRail include:

  • £500,000 will be spent every year on the Performance Improvement Fund (PIF) – empowering local managers to identify and implement changes.
  • Upgraded Customer Information Screens at 16 stations across the country.
  • A specially created role within the ScotRail Operations team will ensure the delivery of a new three-year traincrew resource plan.

Transport Scotland issued ScotRail with a remedial notice after operational performance fell below an acceptable level.

In recent months, the number of trains meeting their punctuality target has increased significantly.

ScotRail Alliance Managing Director Alex Hynes said:

“Improving the service our customers receive is the priority for everyone at ScotRail, working with Network Rail and key suppliers. I am confident that this plan will deliver significant improvements on Scotland’s Railway.

“We have worked hard to identify specific areas to focus our efforts where they will have the most impact. The funds we have invested in this plan is a demonstration of our commitment to delivering the service our customers expect and deserve.”

The remedial plan is available to view .