Train company performance
Service performance is clearly an issue of great importance to our customers. We are committed to achieving continuous improvements in our service performance through investment in our services and by working closely with Network Rail.
Our performance is heavily influenced by Network Rail. The punctuality and reliability of our services is assessed against Public Performance Measures (PPM) by the Department for Transport. These measures combine figures for punctuality and reliability into a single performance figure and indicate the performance of individual trains against their planned timetable. Data is published every four weeks. By expressing this data as a moving annual average we can measure the overall year-on-year performance of our operating companies.
First ScotRail, First TransPennine Express and First Capital Connect have shown particular progress in improving performance this year. All three companies are now achieving over 90% combined punctuality and reliability.
In First Great Western we have faced some significant problems in maintaining service performance. Restructuring of the business, timetable changes, fleet replacement and old infrastructure have contributed to service levels below our targets and customer expectations. We take full responsibility for our part in this. We are doing everything we can to deliver performance improvements quickly and have been encouraged by significant improvements in recent months. We have improved the reliability of our vehicles and changed our management structure in a way that we believe will achieve improved delivery. We have recruited more drivers and guards as well as investing £200 million to further improve trains and stations. Network Rail is also investing heavily to replace track and signalling across the region which will significantly improve the reliability of the railway.
First Hull Trains, traditionally our best performing company, has faced some recent challenges. Due to damage caused to one of the trains while stationed at Bombardiers depot services have been running on a restricted fleet, allowing less time for maintenance. However, since December the loan of an additional electric train has improved performance.
Cancellations cause particular frustration to our passengers. We are committed to finding ways to reduce cancellations and further improve our performance in the coming year.