ScotRail has failed to achieve seven benchmarks for services and facilities
Scottish news: ScotRail fails to meet standards
by Cameron Ings-Hodgson
According to Transport Scotland’s Service Quality Incentive Regime (Squire), ScotRail has failed to achieve seven out of ten benchmarks for services and facilities.
The performance benchmarks ScotRail failed to meet were on station litter, toilets both at stations and on trains, ticketing and both on-board seating and on-board passenger information displays.
However, according to the report ScotRail’s services are showing signs of improvement in the areas of toilet facilities and customer care. The amount ScotRail has been fined in penalties for poor performance has fallen for the third year in a row.
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The managing director of ScotRail, Steve Montgomery, spoke well of the results saying that: "We welcome this third consecutive fall in penalties, which underpins steady progress in performance and tackling the challenges set by one of the UK's toughest regimes. It is a tribute to staff efforts and initiatives put in place.
"There is still work to be done and our focus on standards and investment in stations and on trains to meet customers' needs and expectations will continue."
Alex Neil, the Secretary for Infrastructure and Capital Investment said that Squire is "one of the toughest regimes in the UK, with targets set as high as 99% for aspects of rail travel which we know are important to passengers".
However, Liberal Democrat MSP Jim Hume has attacked the repeated failure of ScotRail to meet targets, stating that:
“It’s disappointing that ScotRail has failed to bring customer toilets, seating and station litter up to scratch. These basic facilities of any train passenger’s experience should at least be meeting the basic standards.
“No other service industry gets away with providing sub-standard facilities to paying customers. ScotRail is no different. The Transport Minister must work with ScotRail to make the improvements needed and prevent complacency from creeping in”.
Performance penalties for ScotRail for the last year totalled £372, 849 - down 16.5 percent on 2011 and 60 percent on 2010.
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