A Programme for Partnership
It’s our aim to provide our customers with the best possible railway, help external organisations fulfil their objectives, and influence public policy by encouraging more people to travel by train.
To help us do this, we have developed a partnership programme, based on research, engagement, dialogue and delivery. This involves listening to and understanding what you, our customers and stakeholders, want and taking steps to build customer loyalty and maintain and build progressive partnerships.
Specifically, we will do the following:
- Hold regular Focus Groups to get feedback on what works and what needs to improve
- Survey the effectiveness of our service delivery
- Analyse the results of independent six-monthly National Passenger Surveys and take corrective action where necessary
- Establish and publicise a programme of ‘Meet the Manager’ sessions at all East Coast managed stations (and additionally at London King's Cross, Leeds and Edinburgh Waverley)
For Organisational Stakeholders:
- Hold six-monthly route-wide road shows to highlight company plans and progress, and to promote positive engagement with stakeholders
- Meet with the Scottish Government, regional development agencies and principal local authorities along the East Coast Main Line at least once a year
- Publish a draft timetable on the website at least ten months before timetable change to allow sufficient time for consultation, and publish a final timetable at least 12 weeks before a new timetable takes effect. We will also advise of forthcoming engineering work and any revised timetable
- Have a dedicated stakeholder resource to respond to timetable and other inquiries
- Engage regularly with Passenger Focus, the statutory representative of passenger interests, including review meetings after each National Passenger Survey
- Contribute to regional and national public policy by responding to consultations and speaking at seminars, conferences and other events
- Publish a quarterly e-zine with company and industry news, and provide an opportunity for stakeholders to comment
- Consult with planning authorities, Passenger Focus and other interested parties on major projects, including station development
- Conduct an annual stakeholder audit
- Provide travel and financial support to our adopted charities
- Provide financial support to Community Rail Partnerships
East Coast recognises that naming trains is a prestigious railway tradition, and in response to public demand, we have re-introduced this policy.
The names we use reflect the people, places, communities and rich heritage along the route, and demonstrate our commitment to the regions and landmarks our train services pass through each day.
Naming trains helps us to build relationships and closer ties to the communities and regions we serve and brings pride to East Coast staff, stake-holders and customers.
We've already launched our first two named trains: "Sir Bobby Robson" and "Lincolnshire Echo".
Do you have a suggestion for a train name? Please email us your suggestions to firstname.lastname@example.org