Along with a fellow commuter and former work colleague, I set up our campaign group in 2015 with the aim of encouraging rail users to share their experiences and collate the issues currently faced by those who use and rely on the network. I am passionate about the belief that our railways, along with other forms of public transport, should be expanded with the aim of moving people more safely and efficiently while minimising our impact on the environment. Our railways have a key role to play in meeting these commonly held objectives while boosting our country's economic prospects in an increasingly competitive global environment.

In the space of just under four years, we have become one of the largest passenger-led rail campaign groups on social media with a weekly reach of over 1 million Twitter users (metrics measured between 23/05/19 – 29/05/19). We welcome engagement from passengers, railway staff, fellow campaigners, councillors, MPs and journalists, and from both followers and non-followers alike. We encourage debate and discussion from the many different perspectives that there are within the industry and beyond.

While there are many differing views as to how our railways should be run, we are united in the belief that change is needed and that the current system is no longer sufficiently meeting the needs of rail users. It is widely acknowledged that public trust in our railways has fallen and it is imperative that the reasons for this are investigated by this review.

Below, I have detailed the areas which I feel should be considered as part of this consultation along with a summary and recommendations at the end.

Passenger first

Managers of successful businesses will almost always cite their unrelenting focus on the customer as being their primary concern. The rail industry should be no different. Despite most operating with no direct competition, a number of rail companies are seeing slower than expected growth or falling passenger numbers. This is despite a record number of journeys being made by car in the most recent DfT 'Transport Statistics' survey. The need or desire to travel has never been greater. The rail industry needs to view this as an opportunity to reconnect to its customers and the wider public in order to facilitate the switch from road to rail once again.

What is holding train operators from doing this already? It's fair to say that there is a wide variation in passenger satisfaction level across the industry with some companies doing a much better job of listening to their customers and delivering high approval ratings. Open-access providers tend to perform better in this regard as do operators where there is indirect competition such as in long-distance routes or those that primarily serve major airports.

What is also clear is that commuter franchises paying high premiums to the government have consistently performed poorly. We believe that a policy of taxing commuters through such high TOC levied premium payments is neither desirable or sustainable. As we have seen, such an approach encourages unrealistic bidding, increases the financial risk and uncertainty to potential franchisees, limits access to the market for smaller companies and therefore stifles competition and innovation. We've also seen a growing trend for the DfT to overlook problems including those where the franchisee is potentially failing to meet its contractual obligations. The suspicion is that operators which are in a poor financial situation such as SWR are making cuts to front-line services often to the detriment of those who use the service.

Capacity and network expansion

The economic and environmental case for long-term capital investment in the rail industry has never been stronger. As we move to a decarbonised future the country's transport policy needs to reflect the concerns of the public and business over poor air quality and the limitations of our current infrastructure. Projected increases in the population and especially those living in towns and cities need to be reflected in planning decisions. I believe that as a country we need to urgently move away from polluting and inefficient private car use. Rail has an essential role to play in meeting the needs of communities around the country and helping businesses to prosper. There is a real danger that the UK's economic competitiveness will suffer without joined-up thinking and an ambitious plan to expand our railways.

Increased capacity should mean more tracks and stations as well as automatic train control, digital signalling and increased automation. This is one part of the industry which does need greater political intervention and government spending. To get the best possible return for passengers and taxpayers, I favour a restructuring of the industry with the functions of Network Rail handed to the primary operator in each region. Fewer, larger areas could be created where current franchises operate. The inefficient separation of track from the operators that rely on this infrastructure would end. So too would the blame game and delay attribution merry-go-round between TOCs and Network Rail. A simplified system would also lead to greater accountability and help the industry regain the trust of passengers.

Competition and devolution

Recent polling suggests that passengers are not yet convinced about the benefits of increased competition. This is disappointing but it speaks volumes about the lowered expectations that rail users have become accustomed to over many years. It would be unimaginable to only find one supermarket operating in your town of residence, one choice of energy supplier, one mobile network provider or indeed one choice of airline to take you to a popular holiday destination. Competition drives up standards, increases efficiency and lowers costs to consumers. Despite this, two decades following privatisation, most passengers only have a choice of one rail operator for the journey they wish to make. It is also important to note that unregulated fares are now in many cases within a few pence of regulated ticket prices. Monopolies rarely benefit consumers and many rail passengers feel that they are being exploited as a captive market. This must change. I believe that for the market to work for the benefit of rail users, a much greater number of open-access providers are needed to shake up the industry. We need to raise the expectations of passengers and empower them to be able to choose who they wish to travel with on as many routes as possible.

It is also true to say, however, that the benefits of increased competition are likely to vary depending on a number of factors. The rail network is varied and so too are the demands placed upon it. That is why I favour the approach set out by the Rail Delivery Group whereby a more flexible approach should be adopted with regards to franchising vs. management contracts and that decision making should be undertaken at a local level wherever possible. Local authorities are better able to pool resources and make spending decisions based on the needs of that area. Operators could benefit directly from such investment decisions being made at a local level if they were charged with expanding and maintaining the infrastructure they use. The patch and mend policies of old would make way for ambition, strategic planning and long-term vision for the future.

Delivery

I have purposely not used the term 'we' during this submission as I recognise the varied number of views of those who contribute to our campaign group. What I can say with certainty however, is that there is an almost universal consensus amongst our followers on social media that a better approach is needed. When something isn't working, you try to fix it. So many of us are frustrated that South Western Railway, like its predecessor South West Trains, are failing to get the basics right. Much was promised when they took over the franchise, yet within months they were rolling back on their ambitious plans. Improvements delayed, fares up and satisfaction levels falling across almost every area measured by Transport Focus. The system isn't working as it was intended and we need to know why.

Summary

What is fascinating is that the views of users and the industry are much more closely aligned than one would perhaps imagine. More recently, the Rail Delivery Group has shown itself to be progressive, engaging and open to change.

Perhaps this gives us an insight into what is stopping progress being made? In order for the industry to better meet the needs of passengers the government, any government needs to create an environment which encourages pragmatism and innovation over that of centralised control and micromanagement. Expectations of risk taken on by the industry should be measurable and reasonable. Likewise, financial rewards should be linked to raised levels of performance and increased passenger numbers. For the first time in recent history, we have a real opportunity to reshape our railways and transform the way people travel. Our future prosperity and well-being depend on it.

Key recommendations

• Greater devolution of planning and investment decisions.

• Longer franchises covering a greater geographical area and with responsibility for track and signalling to be taken over by the primary operator in each region.

• Investment by central government to significantly expand capacity and grow the network along with greater operational automation.

• An organisation should be set-up to monitor the performance of the industry and ensure that the needs of passengers are being met.

• Newly created spare capacity should be opened up to competing rail operators with track access charges set at realistic levels.

• Greater efficiencies are needed across the industry to lower costs and increase levels of productivity.

• Technology should be used to a greater extent. The roles of staff need to adapt to advancements in technology while driving up standards of customer service.

• The railway should be fully accessible to all passengers, and with staff being available for help and assistance when required.

Jeremy Varns

Campaign coordinator, South Western Railway Watch