For their 2011 keynote address, the North West IRO members were treated to a unique insight into the development First TransPennine Express (FTPE) by its managing director, Vernon Barker. FTPE are the current Passenger Train Operator of the Year having topped the National Rail Awards in 2010. Vernon was awarded the OBE in the 2011 New Year honours list for services to the rail industry (although with characteristic modesty, he did not mention this himself).
Vernon described the three phases of the franchise from its creation in February 2004, through the investment in new trains and the growth in routes through to preparing to the franchise renewal in 2012. Vernon summed up TPE’s approach as “delivering great service every day”.
When the franchise began, its goals were to:
· Revitalise its trains
· Redevelop its stations
· Invest in its people
· Deliver a consistently reliable and punctual service
· Improve its service
Vernon stressed the importance of FTPE’s focus on its people. (About one thousand people are directly employed and the vast majority had stayed for the length of the franchise.) He felt that the success of this approach had been illustrated by the fact that the moving annual average (MAA) of many of the performance indicators was moving upwards before the new trains and improved stations came on stream.
The new trains, fifty-one class 185 Siemens Desiros together with new depots were delivered earlier than planned. The trains have been supplied on a design, build and maintain basis. FTPE manages 30 stations and had spent £12m in station improvements. Service improvements had been introduced at almost every timetable change for example Clock face timetable (2004) , Blackpool services (2006), Anglo – Scottish services (2008), Manchester Airport 3rd platform (2009), Glasgow Blackpool services (2010).
Vernon highlighted the benefits to passengers of FTPE’s approach which had resulted in a 70% growth in patronage since 2004, an 87% customer satisfaction score and current reliability and punctuality MAA of 91%. FTPE is delivering a great service every day. This gives it a firm foundation on which to build its plans for the future.
Roy Chapman gave the vote of thanks.