What makes a good Operator?

[TheIRO]

In an earlier post we asked how you thought the railway industry could be improved. Following on from this we would love to hear what you think makes a good Operator!

Do you have any experiences that have helped you develop professionally? Let's hear them and share ideas with each other!

 

[Clip]

Im sorry but large different font and orange coloured writing isnt going to get many people to engage with you.

 

[TheIRO]

Im sorry but large different font and orange coloured writing isnt going to get many people to engage with you.

Thanks for the feedback!

 

[OLJR]

From the pricing perspective, a good operator should:

i) be simultaneously the cheapest and most expensive in the market, offering stonking good deals for seats that would otherwise go unsold and charging a fortune to people who are something in the City

ii) be good at using fare structures to manage overcrowding, encouraging people to take off-peak services through offering a significant price penalty for the busiest trains.

 

[Minilad]

From the pricing perspective, a good operator should:

i) be simultaneously the cheapest and most expensive in the market, offering stonking good deals for seats that would otherwise go unsold and charging a fortune to people who are something in the City

ii) be good at using fare structures to manage overcrowding, encouraging people to take off-peak services through offering a significant price penalty for the busiest trains.

So. Virgin then

 

[Tetchytyke]

i) be simultaneously the cheapest and most expensive in the market, offering stonking good deals for seats that would otherwise go unsold and charging a fortune to people who are something in the City

ii) be good at using fare structures to manage overcrowding, encouraging people to take off-peak services through offering a significant price penalty for the busiest trains.

Sounds like London Midland to me

 

[swt_passenger]

If this chap's posts are from some official level in the Institution of Railway Operators, I think he is referring in his question to individual personnel as 'operators', not TOCs.

I'm not sure if he has joined the right forum though, unless he's also sending the same posts to the various forums that are more staff orientated, such as Railchat perhaps?

 

[ian959]

What makes a good operator? Well aside from providing modern trains fit for purpose, the following would be a good start:

Well trained friendly staff who don't just fob you off
Providing internally and externally clean trains at the start of each day
Maintaining trains in a good general condition at all times
Maintaining clean and tidy stations
Running trains at a high rate of punctuality (better than 90%)
Providing relevant information to passengers quickly and regularly when the whole thing goes off the rails (figuratively and literally)
Promptly responding to queries and complaints
Treating all operators through their managed stations with the same degree of attention as their own services
Providing proper ticketing facilities at all stations that do accept cash and credit cards
Locating said ticketing facilities in obvious locations rather than hidden around a corner

Little things like that...

If they happen to object strongly when DafT insists on new 3 car trains when everyone knows that 5 car trains are needed and fight for what is right rather than what is cheap would be a huge plus factor too

 

[swt_passenger]

What makes a good operator? Well aside from providing modern trains fit for purpose, the following would be a good start:

Well trained friendly staff who don't just fob you off
Providing internally and externally clean trains at the start of each day
Maintaining trains in a good general condition at all times
Maintaining clean and tidy stations
Running trains at a high rate of punctuality (better than 90%)
Providing relevant information to passengers quickly and regularly when the whole thing goes off the rails (figuratively and literally)
Promptly responding to queries and complaints
Treating all operators through their managed stations with the same degree of attention as their own services
Providing proper ticketing facilities at all stations that do accept cash and credit cards
Locating said ticketing facilities in obvious locations rather than hidden around a corner

Little things like that...

If they happen to object strongly when DafT insists on new 3 car trains when everyone knows that 5 car trains are needed and fight for what is right rather than what is cheap would be a huge plus factor too

As I just attempted to explain in the earlier post, you have pretty much answered TheIRO's earlier question in a different thread where he asked 'how the railway industry could be improved'. I'm almost certain in the context of this thread he is asking about individuals, hence the bit asking 'do you have any experiences that have helped you develop professionally?

 

[TheIRO]

If this chap's posts are from some official level in the Institution of Railway Operators, I think he is referring in his question to individual personnel as 'operators', not TOCs.

I'm not sure if he has joined the right forum though, unless he's also sending the same posts to the various forums that are more staff orientated, such as Railchat perhaps?

We think it's great to hear opinions from everyone involved and/or interested in rail! Thank-you for recommending the other forum though, I shall certainly check it out!
--- old post above --- --- new post below ---

As I just attempted to explain in the earlier post, you have pretty much answered TheIRO's earlier question in a different thread where he asked 'how the railway industry could be improved'. I'm almost certain in the context of this thread he is asking about individuals, hence the bit asking 'do you have any experiences that have helped you develop professionally?

Sorry about the confusion between TOCs and actual employees who work in operations. I suppose that including both makes the conversation more interesting. It might also lend to further questions, such as: How can a good TOC ensure their employees working in operations are well trained etc.?

 

[E16 Cyclist]

So. Virgin then

If the objective was to get someone else to pay billions for an upgrade and then take the credit for it was the criteria

 

[maniacmartin]

TheIRO - I'm not really sure what you are asking here as it seems very open ended. There are hundreds of threads on this forum where people have posted about their experiences and ideas.

I would like to see
(1) less use of agency staff on the front line at gatelines and in ticket offices, as they often don't seem to be trained to the same depth of understanding on ticketing as direct employees

(2) operators sticking to their side of the contract (Conditions of Carriage) and either researching in the documentation or giving benefit of doubt to passengers when they are unsure or is a dispute.

 

[TheIRO]

TheIRO - I'm not really sure what you are asking here as it seems very open ended. There are hundreds of threads on this forum where people have posted about their experiences and ideas.

I would like to see
(1) less use of agency staff on the front line at gatelines and in ticket offices, as they often don't seem to be trained to the same depth of understanding on ticketing as direct employees

(2) operators sticking to their side of the contract (Conditions of Carriage) and either researching in the documentation or giving benefit of doubt to passengers when they are unsure or is a dispute.

Very interesting maniacmartin; have you found that the use of agency staff who do not have sufficient training causes trouble for operators like you?

 

[yorkie]

...I'm not sure if he has joined the right forum though, unless he's also sending the same posts to the various forums that are more staff orientated...

So far half the UK respondents are rail staff. And of those who aren't, some of those might do some consultancy or mystery shopping for the rail industry...

There's possibly a higher proportion of people who work in, or for, the rail industry on this forum than you might think.

 

[Qwerty133]

Enough staff to run all services consistently.
Dynamic plans to ensure best possible service during and quickest recovery after any disruption, which is able to take into account any 'spare' staff or stabled units and focussing on moving everyone as soon as possible, instead of keeping the correct number of coaches ob services and maintaining full service to London at the cost of other services.
Ongoing customer service training for all staff, and a well trained Twitter team able to respond to queries in all areas of the company.
Trains that are cleaned at least daily and refurbished at least every 10 years, improving comfort levels wherever possible.
Service levels on Sundays and Boxing day that take into account the numbers of people wishing to travel at this time in 2014 and not 1984.

 

[higthomas]

On the TOC side, I think it also depends on what kind of service the operator is providing. Whilst many things are shared, there will be other things that only apply to Commuter/long distance/regional TOCs.

Here are some lists from me;

Things that apply to all TOCs:
Well trained staff (polite, knowledgeable)
Lots of information given when things go wrong, including letting staff know.
An appropriate level of staffing at stations, manned ticket booths at busier stations, and lots of people on hand at major stations.
Clean trains.
Simple, clock face timetable.
Hold connections on important flows, where the connection is infrequent enough.
Clean stations.
All important information available at every station; timetables engineering notices, bus connections, local map, live departure board
Keep independent retailers at stations.
Have a good level of announcements, both on trains and at stations, making sure all departures etc. And delays are mentioned, but not notices about security, they are annoying.
Maintaining trains well.
Managing the number of carriages to demand, and remembering that demand does occur outside the M-F peak.
Bright interior to trains.
Buying good trains.
Clean toilets.
Sensible pricing structures, but with loopholes for enthusiasts ??????
Trains at least once every 2 hours to all stations

Long distance:
Large comfy seats.
Restaurant on certain trains.
Hot food available from a buffet on all others.

Commuter:
Appropriate trains
Trolley service on longer flows
No 3+2 seating
Running as many trains as possible during busy times

 

[OLJR]

Clean trains
...
Clean stations.
...
Clean toilets.

I definitely agree about cleanliness. I remember reading that this was one of the things Chris Garnett was passionate about when he was operating GNER.

 

[Busaholic]

On the TOC side, I think it also depends on what kind of service the operator is providing. Whilst many things are shared, there will be other things that only apply to Commuter/long distance/regional TOCs.

Here are some lists from me;

Things that apply to all TOCs:
Well trained staff (polite, knowledgeable)
Lots of information given when things go wrong, including letting staff know.
An appropriate level of staffing at stations, manned ticket booths at busier stations, and lots of people on hand at major stations.
Clean trains.
Simple, clock face timetable.
Hold connections on important flows, where the connection is infrequent enough.
Clean stations.
All important information available at every station; timetables engineering notices, bus connections, local map, live departure board
Keep independent retailers at stations.
Have a good level of announcements, both on trains and at stations, making sure all departures etc. And delays are mentioned, but not notices about security, they are annoying.
Maintaining trains well.
Managing the number of carriages to demand, and remembering that demand does occur outside the M-F peak.
Bright interior to trains.
Buying good trains.
Clean toilets.
Sensible pricing structures, but with loopholes for enthusiasts ??????
Trains at least once every 2 hours to all stations

Long distance:
Large comfy seats.
Restaurant on certain trains.
Hot food available from a buffet on all others.

Commuter:
Appropriate trains
Trolley service on longer flows
No 3+2 seating
Running as many trains as possible during busy times

So, Swiss Railways it is then! As they say in Private Eye, trebles all round.

 

[TheIRO]

Brilliant posts everyone! It's been very interesting to read all of your thoughts.

 

[siggychap]

As a member of the IRO, and a professional railwayman, I'm curious to know why the IRO (I'm assuming that you are officially representing the IRO) is seeking the views of members of a general railway forum as to what makes a good operator. Is this part of some sort of consultation the instituion is engaged in? In which case why has this not been made known to either its membership or people within the rail industry? I'd have thought they'd be the best people to ask for views? Or, are you simply trying to stimulate debate on the internet, in which case why not add to the debate? What do you think makes a good operator and why?

I'm not trying to have a pop at anyone I'm just genuinely curious as to what your intentions are.
--- old post above --- --- new post below ---
Incidentally, my view of what makes a good operator is having good people management skills, good all round operational knowledge and experience and the ability to deal effectively with difficult situations. Some of this you can get by being given the opportunity to learn new skills and develop in different roles (not something that the railway is always good at, in my view) and some of it is down to personality and can't really be taught.

 

[muz379]

One thing that really annoys me is twitter and social media teams as well as customer service staff who dont know a thing about the railway or operations of that particular toc .
Im not saying every social media or customer service member of staff should be competent as a driver or something but to at least have a bit of knowledge of how the railway and that toc works and geographical knowledge to assist customers would be good .
Given that the business is the railway all employees involved in some customer service should at least have some idea of how that operates

I have an old acquaintance who works for St Johns Ambulance in accounts - nothing to do with first aid at all but all staff are still trained and competent in it because it is an important theme and runs right through the business .

: How can a good TOC ensure their employees working in operations are well trained etc.?

Have only the best people involved in operational training. Significant financial rewards for those that do take on operational training roles to identify how important their role is .

Only having managers that can actually do the job of staff they are managing properly .

 

[TheIRO]

Thanks for commenting siggychap; as you said, we are simply just trying to engage with those who work in, or, take an interest in the railways. We have promoted our social media accounts to our members recently (Twitter and LinkedIn) so do feel free to follow us on there and join the discussion.

You made some great points, especially in regards to operators having a good all round knowledge of how the railways operate. We ourselves promote this principal to students on all of our courses so it is great to hear that from our members!

As a member of the IRO, and a professional railwayman, I'm curious to know why the IRO (I'm assuming that you are officially representing the IRO) is seeking the views of members of a general railway forum as to what makes a good operator. Is this part of some sort of consultation the instituion is engaged in? In which case why has this not been made known to either its membership or people within the rail industry? I'd have thought they'd be the best people to ask for views? Or, are you simply trying to stimulate debate on the internet, in which case why not add to the debate? What do you think makes a good operator and why?

I'm not trying to have a pop at anyone I'm just genuinely curious as to what your intentions are.
--- old post above --- --- new post below ---
Incidentally, my view of what makes a good operator is having good people management skills, good all round operational knowledge and experience and the ability to deal effectively with difficult situations. Some of this you can get by being given the opportunity to learn new skills and develop in different roles (not something that the railway is always good at, in my view) and some of it is down to personality and can't really be taught.