The Greater Anglia franchise, which combines the existing Anglia and Great Eastern franchises, and the West Anglia (Liverpool Street) services from the Wagn franchise (including Stansted Express), marks the introduction of the first of the new franchise template agreements which provide improved performance and service quality standards by which the operator’s performance will be monitored.

The Greater Anglia franchise will commence from April 2004. It will run for seven years with an automatic extension of three years, subject to the achievement of performance and service quality targets set by the SRA.

As part of the award, National Express Group has given the following specific commitments to passengers in Suffolk in addition to the other commitments;

• a direct service from London to Lowestoft via Ipswich every two hours;
  
• increased frequency to Cambridge;
  
• a direct service from Bury St. Edmonds to London every two hours.

Commenting on the announcement Dominic Booth, Divisional Director (South) of National Express Group Trains Division, said:

“We are delighted to have been awarded this franchise and believe the changes we have planned will help deliver punctuality and reliability improvements for rail passengers in Suffolk.

“This is the first franchise to be awarded under the SRA’s new template agreement and our priority will be to deliver the punctuality and reliability improvements that the SRA and the public expect. We aim to raise the general standards of services across the east of England. The new timetable, due to be phased in from December 2004, coupled with the timetabling efficiencies we have developed will mean passengers will benefit from a single operator using Liverpool Street station.

“We now have two months to prepare for the launch of the franchise in April 2004. During this time we will be working with the incumbent operators on these services to facilitate a smooth transition for both passengers and staff. We look forward to working closely with all key stakeholders including staff, unions and suppliers in the integration process.”

The new and improved timetable which will be introduced from December 2004, will include new services between Stansted and Stratford, Hertford East and Stratford; and between Liverpool Street and Peterborough and Lowestoft via Ipswich.

Other commitments include:

• £11.3 million investment in station improvements with 68 of the 250 stations within the franchise being upgraded within 18 months. Refurbishments will include improved booking office facilities, new customer information and CCTV at selected stations;
  
• the opening of a new Customer Service Academy in the region providing a dedicated training facility for all employees of the Greater Anglia franchise focusing on continuous improvements in customer service;
  
• The appointment of an integrated management team for the Greater Anglia franchise with the creation of separate business units to give dedicated attention to specific services such as rural and airport services. New business route directors will be fully accountable for achieving a continuous improvement in service delivery;
  
• the appointment of a Customer Service Director for the region to oversee the delivery of customer benefits within the franchise as well as the appointment of a quality audit team to monitor standards;
  
• the recruitment of 40 additional customer facing roles at stations and on trains improving communication with passengers;
  
• the launch of a new brand for services within the Greater Anglia region, following consultation with key stakeholders.

“We look forward to working with National Express as they begin operating this new – style franchise. Passengers can know that this deal secures a focus on the basics of punctuality, information, cleanliness and security – alongside some significant improvements, including newer trains and improved stations”.

For further information, please contact:

Notes to Editors

• The National Express Group was named preferred bidder for the Greater Anglia franchise on 23 December 2003.
  
• National Express Group is the UK’s largest train operating company owning group. It already operates eight rail franchises; c2c, Central Trains, Gatwick Express, Midland Mainline, ScotRail, Silverlink, Wessex Trains and Wagn (including Stansted Express).
  
• The Greater Anglia region currently comprises 10% of the UK rail market with 100 million passenger journeys made each year.

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