The ScotRail franchise is now in its eighth year. And we are proud to say that our Public Performance Measure (a combination of punctuality and reliability) and Customer Satisfaction have achieved record highs.
In that time, delays have been reduced by 50% and passenger numbers have increased by 20%. In April 2008 the Scottish Government awarded us a three-year franchise extension which will see us operating services for the Commonwealth Games in 2014.
Our investment programme has progressed at an unprecedented rate. It includes train refurbishments leading to improved reliability and a better overall journey experience, and station enhancements ranging from waiting rooms to upgraded lighting, ensuring a safer and more comfortable environment.
We’ve gained Investor in People status across the business – one of the largest private sector organisations to do so in Scotland.
Providing a safe and reliable service and continuous improvement to performance levels remain at the top of our agenda. We will continue to provide value for money services and to invest in train refurbishments leading to improve reliability and station enhancements to ensure a safer and more comfortable environment.
Along with Transport Scotland, industry partners and stakeholders, we aim to build a rail network for the 21st century – with the services to match.