Thank you for correspondence of 14th July 2025 in which you requested the following
information:
My original request is
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H6UwAL6THtN3r2HmdKZzVGWt3q2DXSSmBsS-b8$ (see below):
Please could you provide any information, documents, presentations, reports, or surveys
which give background to this scheme, specifically covering:
1. The anticipated benefits of the BSL information screen trial, including how these are
balanced against the needs or priorities of other accessibility improvement schemes.
2. Any alternative approaches to improving accessibility that were considered prior to or
alongside this scheme.
3. The initial and ongoing costs associated with the BSL trial.
4. The criteria or methodology being used to assess the success or impact of the
scheme.
5. What consideration has been given to the impact on non-target users.We have processed your request under the terms of the Freedom of Information Act 2000
(FOIA) and we can confirm that we hold this information.
1. The anticipated benefits of the BSL information screen trial, including how these are
balanced against the needs or priorities of other accessibility improvement schemes.
D/deaf people who use British Sign Language (BSL) do not have equal access to
information when they arrive at a train station. Important information, including platform
alterations and special notices could be missed by D/deaf people. LNER wanted to utilise
the technology we already had, our Customer Information Screens (CIS), to provide parity
of information for D/deaf people at our stations.
2. Any alternative approaches to improving accessibility that were considered prior to or
alongside this scheme.
The BSL on CIS project was delivered as part of LNER’s accessibility improvement
programme. This was a 3-year programme of accessibility improvements at our managed
stations that was a requirement of our contract with the Department for Transport. The
programme was approved by the Department for Transport.
3. The initial and ongoing costs associated with the BSL trial.
The initial Capital Expenditure and ongoing Operational Expenditure costs are contracted
amounts that are commercially sensitive.
We are withholding information regarding annual spend under Section 43(2) of the Act
(Commercial Interests) as we believe that disclosure would be prejudicial to the commercial
interests of LNER and our supplier. You have requested the renumeration figure paid to a
supplier for services while operating within a competitive trading environment. Such
information is not trivial and not within the public domain and we consider that our supplier’s
competitors would be highly likely to seize on such information to obtain a better
understanding of their terms, pricing strategy and operational details, use this information to
adjust their own terms and may price upwards or downwards as a result.
Disclosure would therefore risk distortion to normal market competition, damaging not only
our supplier’s future business opportunities but LNER’s ability to negotiate effectively in
future to obtain competitive prices. Disclosure may reduce competition and our ability to
obtain value for money in future procurements, as suppliers may decline to bid if they were
aware of the high risk of their commercial terms being placed into the public domain, and in
doing so prejudicing the supplier’s commercial advantage.The use of this exemption is subject to an assessment of the public interest in relation to
disclosure. The public interest here, as defined within ICO guidelines, means the public
good, not what is of interest to the public and not the personal interests of the requestor.
LNER recognises the need for openness and transparency within public authorities.
However, in this instance this is outweighed by the high probability of prejudice from
disclosure of such commercially sensitive information into the public domain, leading to
potential harm to the negotiating stance and other resources of both LNER and our
supplier. For example: more public money having to be spent on such arrangements in the
future because details of what may be acceptable for some types of arrangements have
been made available in advance.
4. The criteria or methodology being used to assess the success or impact of the scheme.
Please see the following YouTube video that shows the benefit of the scheme for a D/deaf
BSL user that was shared on LNER’s social media for Deaf Awareness Week:
5. What consideration has been given to the impact on non-target users
The designs were built to place the BSL signer in the bottom right corner to avoid covering
any of the static text and placed the text scrolling behind the signer’s head. The technology
for the Summary of Departure boards was improved to update dynamically as part of this
project which was a benefit for all users. Rather than having to wait for the screen to refresh
when it is next displayed, the most up to date information is now displayed immediately on
the screen.
