Frontline recruitment improves service on train and at stations

Friday, 3 May 2019

New figures reveal ScotRail’s recent recruitment of 140 frontline staff has helped improve the service customers receive.

The Service Quality Incentive Regime (SQUIRE) report released today (Friday 3 May) by Transport Scotland has shown that ScotRail services improved significantly between December and March compared with the same period the previous year.

The figures show £895,378 in contributions were made to the SQUIRE investment fund in Quarter 4 in 2018/19 (9 December 2018 – 31 March 2019), compared to £1,544,931 in Quarter 4 2017/18 (10 December 2017 – 31 March 2018) – a reduction of 42 per cent year-on-year.

ScotRail’s recruitment of more frontline roles – including ticket examiners and station staff – has played a key part in the improvement.

Staffing issues now account for only 10 per cent of all contributions, improving on around 33 per cent of SQUIRE contributions during Quarter 4 2017/18.

SQUIRE is used by Transport Scotland to assess facilities on ScotRail trains and at stations. If something is found during routine SQUIRE inspections that does not meet the expected high standard, ScotRail contributes to the SQUIRE investment fund.

All money raised through the SQUIRE fund is reinvested into projects across Scotland’s railway.

The regime is the toughest of its kind in the UK and is a fundamental part of both Transport Scotland and ScotRail’s efforts to improve customer experience.

The improvements follow commitment to improve staffing and recruitment in the recent Remedial Agreement reached with Transport Scotland.

Other improvements delivered include the refurbishment of Leuchars station, a new toilet at Tweedbank, upgraded customer help points throughout the network, improvements in trains cleanliness, announcements and to the seat reservation system.

ScotRail Sustainability and Safety Assurance Director David Lister said:

“These figures are very encouraging and show the efforts made to deliver on our commitment to give customers the best possible experience when travelling with us.

“We’re confident the recruitment of additional frontline colleagues will see continued improvement to the service our customers receive.”