Safe and secure environment - Stations

Service schedule 11 – Safe and secure environment - Station lights

Service Specification

Station lighting

  1. All Stations shall have adequate lighting, which shall be switched on during the hours of darkness during which Trains are scheduled to call at the relevant Station (including for a reasonable period before the first Train and after the last Train in order to allow passengers to await the first scheduled Train at the Station or depart from the Station after the departure of the last Train).
  2. All specified lights (i.e. the lighting referred to in 1.1(a) above) should be working. All light,covers should be present and fully intact.

Note: where ‘LED’ lights are present more than 50% of the light is out or an individual block, i.e., within a shelter, If not illuminated (strip lights in shelters are made up of several blocks. Lights cannot be shunted by staff, i.e., a ticket office closure and staff are not present (or due to problems with the shunt box at unstaffed Stations) then a failure will be recorded

Lights will be inspected per area, and will be failed if:

  1. any light is not illuminated when the power is switched on.
  2. any light is not fully operational (e.g. light levels are obviously sub-standard, or the light is flickering).
  3. any light cover is unfit for purpose or missing.
  4. any light is not properly aligned or directed towards the area to be illuminated.
  5. any light is not switched on in the hours of darkness, or subways in areas of semi-permanent darkness, which are controlled solely by time switches, the settings should reflect the worst case ambient light levels for both Greenwich Mean Time and British Summer Time.
  6. there are exposed electrical connections or wiring.
  7. ticket office closed.

The above criteria (and the reference to station lighting above) shall apply to all lights illuminating platforms, Station buildings, underpasses, footbridges and car parks.

Service Benchmarks

Exceptional performance (5) means 85% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 83% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 81% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 79% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 77% 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 12 – Safe and secure environment - Station CCTV and security

Service Specification

This schedule will audit the CCTV independently at the Station and at the Control Centres. The schedule will be considered as two performance schedules, where each schedule will have their own inventory levels.

Schedule 5A Station CCTV and Security -Stations will be audited with an inventory for the number of staffed Stations with CCTV equipment which can be audited –this element will have its own % performance benchmark.

Schedule 5B Control Centre CCTV and Security -CCTV at the Control Centres will be audited with an inventory for the number of Stations with CCTV equipment linked to the Control Centre which can be audited –this element will have its own % performance benchmark.

Service schedule 12A – Station CCTV and Security

Service Specification

CCTV at Stations should be operational to the standard set for each specific location. CCTV at Stations should cover areas such as underpasses, bridges, lifts, stairwells and other vulnerable areas.

A CCTV Station camera will not be considered to be functioning to the required standard and will be failed per camera, if a camera:

  1. fails completely.
  2. the picture is substandard, that would not allow for the area to be monitored.
  3. is pointing skyward, directly at the ground or could not provide any obvious security benefit.
  4. ticket office closed.

Service schedule 12B –Control Centre CCTV and Security

Service Specification CCTV at Stations should be operational to the standard set for each specific location. All cameras should be checked regularly for operation including Pan, Tilt and Zoom. All picture recording systems linked to cameras should be checked regularly. CCTV at Stations should cover areas such as underpasses, bridges, lifts, stairwells and other vulnerable areas.

CCTV Control Centre camera will not be considered to be functioning to the required standard and will be failed per camera, if a camera:

  1. which should Pan, Tilt or Zoom fails to do so;
  2. fails completely;
  3. the picture is substandard, that would not allow for the area to be monitored;
  4. is pointing skyward, directly at the ground or could not provide any obvious security benefit;
  5. A picture recording system will not be considered to be functioning to the required standard if:
    1. the system fails completely or
    2. the picture is substandard, that would not allow for the area to be monitored.

Service Benchmarks

Station CCTV and Security

Exceptional performance (5) means 97% 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 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 85% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Control CCTV and Security

Exceptional performance (5) means 97% 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 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 85% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

A Station will be inspected at the control centre a maximum once every reporting period. Station CCTV will be inspected at the Station a maximum once every reporting period.

Expected repair

5 Working Days.

Service schedule 13 – Safe and secure environment – Station help/ information pointsService Specification

Help Points/information points at Stations should be functioning and operational and clearly signed, with clear instructions for their use on or adjacent to the machine.

A help point will fail if:

  1. any help point is missing, not fully functional or not operational.
  2. any call made from a Help/Information Point is not answered within 30 seconds of the call being made from that Help/Information Point.
  3. A station will fail if there are no clear instructions for the use of a Help/Information Point, on or adjacent to the relevant help point or customers are not notified that calls are recorded either by notice or verbally
  4. ticket office closed.

Service Benchmarks

Exceptional performance (5) means 98% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 90% 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 14 – Safe and secure environment - Station staff

Service Specification

Station staff should be available during the hours set out in the Grant Agreement for all Stations across Scotland agreed with the Authority.

All Station staff shall receive sufficient training (including, where necessary, refresher training) to allow them to competently perform the functions their roles require of them and shall act at all times in a courteous and professional manner in their dealings with the public.

A Station will fail if:

  1. Any staff member who should be wearing a uniform is not, or that uniform is incomplete or is excessively worn.
  2. Any staff member is not wearing, in a prominent position, a badge bearing their name and position/role.
  3. there is not a member of staff available to provide customer service and information.
  4. ticket office closed.

Service Benchmarks

Exceptional performance (5) means 100% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 98% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 94% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 92% 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.