Troubled operator ScotRail has agreed to invest £18m to improve its performance after being in breach of key targets on performance and cancellations.
The remedial plan sets out tight deadlines for performance improvements in the next couple of years.
ScotRail fell to a rating of 79% overall in recent National Rail Passenger Survey (NRPS) results, missing its target of 88.5% - created by averaging two NRPS across the year.
If it fails to improve its performance the firm could have its contract taken away from it away it. The contract is due to end on 2025.
Scotland’s transport secretary has pledged that officials will monitor ScotRail’s progress very closely after agreeing the £18m remedial plan with the operator.
He went on to stress that ‘franchising in its current format doesn’t work’.
Michael Matheson, cabinet secretary for transport, infrastructure and connectivity said: ‘I have instructed my officials to ensure robust measures are put in place to monitor progress very closely and I expect to see a continued upward trend of performance improvement.
‘I have also been clear that franchising in its current format doesn’t work and that is why I continue to push Scotland’s interests, including further devolution of rail powers, to the UK-wide Williams review. Rail must deliver a system of greater reliability for users – customers, businesses and stakeholders deserve this much.’
ScotRail pledges:
Scotrail said customers will benefit from a range of improvements, including more frontline staff, with an extra 55 drivers and 30 conductors being hired during 2019.
It said there will be increased focus on fleet reliability, including three additional classic high-speed trains being leased to provide extra resilience and support training, with eight Hitachi technicians and seven maintenance controllers working closely with itself and Network Rail to resolve faults.
ScotRail Alliance managing director Alex Hynes said: ‘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.’
Other commitments made by ScotRail include:
- £500,000 will be spent every year on the Performance Improvement Fund – 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.
Scotrail said that Transport Scotland had issued it with a remedial notice after operational performance fell below an acceptable level but that in recent months, the number of trains meeting their punctuality target has increased significantly.
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