Customer information - Stations
Service schedule 15 – Customer information - Station information
Service Specification
This category measures the accuracy of information on display or available to passengers.
All ScotRail timetables and promotional material valid at the time should be available on request by passengers and should be made available to an SQI on request. Every Station shall also display accurate information about how lost luggage is dealt with including the ATOC code.
The ScotRail posters specified by the Authority which are required to be displayed and the posters which are required to be displayed by the Grant Agreement, should be on display at specified locations, displayed in an appropriate manner and legible.
In any event information displays and/or signage which provide the following information shall be in place at each Station. A platform will fail if:
- the job title, address and telephone number of the customer services manager (or their equivalent) under whose control the Station rests, and details of how to register a complaint and who to contact in an emergency.
- the telephone number of the National Rail Enquiries and a statement that it is open 24 hours a day.
- the telephone number of an alternative location from which current train running information can be obtained if a public address or “freephone” facility is not provided at the Station.
- wherever appropriate, the location and telephone number of the nearest taxi rank or operator, other public transport services, and, for Stations which are not staffed at all times of the day at which passenger trains are scheduled to call, the nearest location authorised to sell tickets for use on the Passenger Services.
- a list of tickets, which may be purchased on Trains calling at that Station, at times at which such Station is not staffed (if at all).
- arrangements for the issue of season tickets, railcards and other facilities relating to and offered on the Trains calling at such Station and which cannot be purchased at the Station.
- for Stations which have two or more platforms, customer information displays or directional signs indicating the destinations served by Trains calling at each platform.
- in a place visible to mobility-impaired customers, the nearest Station with access for mobility-impaired customers if no such access is provided at the Station and contact details, including a telephone number, of a person whom people with disabilities could contact in order to obtain travel advice and arrange assistance.
- All ScotRail timetables and promotional material valid at the time should be available on request by passengers and should be made available to an SQI on request.
- details of changes to Train times as a result of engineering works or other disruption which shall be displayed no less than 5 days in advance of such engineering works or other disruption.
- Guideline Note: A pdf of the engineering poster may be displayed prior to the works whilst awaiting delivery of the poster. The normal sized poster should be displayed from the first day of the works.
- the phone numbers and, where applicable e-mail or website addresses of National Rail and the Passenger’s Council.
- lost Luggage Procedures are on display. Displays/signage shall provide accurate information about how lost luggage is dealt with including the ATOC code."
- our routes map (per agreed stations) or local area map should be on display
- the customer information on any poster is out of date. For errors identified at an early stage, if a temporary notice is displayed advising the customer of the error this will be deemed as acceptable.
- the customer information on ScotRail electronic poster sites, including TVM second screens (advertising screen) is out of date or not operational
- CCTV signage complies with the requirements of the General Data Protection Regulations on the Use of CCTV cameras in respect of that Station.
- station toilet where installed does not provide signage advising customers how to report a fault or cleanliness issue
- ticket office closed.
Appropriate signage must be provided at the Station to direct passengers towards hospitals (where appropriate).
The Operator shall ensure that the symbol known as the double arrow symbol (and registered with trade mark numbers 1275675, 1276989, 1276991, 1276992, 1276993, 1276994 and 1276995) is displayed at or near the entrance or entrances to the Station to clearly indicate access to the Station. This signage must be in line with all regulatory requirements and any government guidelines for its use. If the use of the double arrow symbol requires the Operator to enter into a licence in respect of such symbol, then the Operator shall enter into such a licence and shall comply with its terms.
Service Benchmarks
Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days
Service schedule 16 – Customer information – Customer information systems
Service Specification
Customer information systems (together "CIS") should be fitted at all Stations so that passengers may be informed about Train delays or cancellations as well as to provide details of alternative journey arrangements and for use in any emergency.
A CIS will be failed if:
- CIS fitted at Stations are not fully functional.
- it is a screen-based system, and is not displaying appropriate and timely customer information, the information is illegible, the screen is not working correctly, or the correct time is not displayed.
- each screen does not post the next train arriving to the platform due to arrive within the next 5 hours and this should updated as appropriate should a train be delayed.
- ticket office closed.
Service Benchmarks
Exceptional performance (5) means 97% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 95% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 93% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 91% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 89% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days
Service schedule 17 – Customer information - Public announcement and local announcement
Service Specification
Public announcement should be fitted at all Stations so that passengers may be informed about Train delays or cancellations as well as to provide details of alternative journey arrangements and for use in any emergency.
2. Service Schedule 17A – automatic public/long line announcement
A Station will be failed if:
- it is an aural system, and is not able to produce, on request, audible (and, where pre-recorded, understandable) announcements, or the information supplied is incorrect.
- appropriate announcements, at required Stations, advising of coach lengths, are not made prior to the train arriving in the Station.
- Information during delays is not provided.
- where a CSL2 or line of route has been declared appropriate announcements, advising of Delay Repay guarantee, are not made.
Service Schedule 17B – local announcement
A Station will be failed if:
- it is an aural system, and is not able to produce, on request, audible (and, where pre-recorded, understandable) announcements, or the information supplied is incorrect.
- ticket office closed.
Service Benchmarks
17 A - Automatic public/long line announcement
Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
17 B - Local announcement
Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days.