We are reviewing and amending our standards, practices and approach to risk management.
By reassessing the way we govern our work with other organisations wishing to build on or near the railway, we will streamline processes and make it easier to work with us.
Asset protection and optimisation (ASPRO)
When working with us, third parties can expect to see better working practices, streamlined and consistent processes, and a slicker, less bureaucratic structure under a more consistent framework.
Officially Europe’s safest railway, it falls to our asset protection and optimisation (ASPRO) teams to make sure any work on or near the railway is done safely and to the right standards. Yet these standards and practices can sometimes mean it is difficult for third parties to deliver railway projects. Recognising this, we are implementing a number of reforms to the way our ASPRO organisation works, which will break down barriers and make it easier for other organisations to invest in and build on the railway.
To raise the professional competency, assurance and drive consistency within our ASPRO teams, a new national professional head of ASPRO role has been created. Mona Sihota has been appointed to the role, bringing nearly 30 years of railway experience spanning design, construction and asset management.
This newly created position capitalises on Mona’s previous experience as professional head of drainage to now include off-track (lineside, vegetation and boundaries) and ASPRO, as there are significant synergies between the areas of responsibility.
Additionally, Network Rail has created roles for a head of ASPRO in each of their eight geographic routes, who will work with project sponsors on third party requirements. They will be directly accountable to the industry for ensuring service levels are delivered. The positions are in the process of being recruited.
A national ASPRO framework has been produced and is in the process of being rolled out across the business. This will support in driving a consistent and transparent approach for third parties working with us, meaning there will be clearly defined processes, working practices, responsibilities and contacts right across the business. Third party promoters of projects on the railway will note they receive a quicker, more reliable service when dealing with Network Rail.
Service level commitments
Committed to making it easier for third parties to deliver work on or near the railway, we’ve expanded on the work conducted by the Hansford Review. We've worked with a number of internal teams and industry colleagues, plus consulted Amey Plc in a special advisory capacity, and formulated ASPRO service levels which other organisations can hold us to account. By having service levels in place, third party promoters of projects on the railway can know what to expect from Network Rail’s service and when to expect it by.
|Service level||Measure of success||Our commitment|
|Response to initial contact||Within five working days of initial contact||Respond to initial contact in writing within five working days with a relevant contact to support the work|
|Secondary contact date||Within 15 working days of initial contact||Secondary contact within 15 working days of initial contact. Network Rail to engage with external party to commence exploration of their requirements at an appropriate level of expertise|
|Design submission date ASPRO response||Within 25 working days of receipt||Return any design data identified as being on the critical path within 25 working days of receipt|
|ASPRO final response to programme received||Within 10 working days of receipt of implementation programme or information||Review implementation programme and provide comments to the customer|
|Date ASPRO informed customer of possession(s)||Within 20 working days of completion of consultation on proposed possession plan||Confirm in writing that the relevant possessions have been obtained or not, together with details within 20 working days of completion of consultation on proposed possession plan|
To improve consistent delivery, our ASPRO teams are now tracking how they are performing against these service levels and have committed to providing regular reports. The latest ASPRO service level commitment report is available on our downloads for third parties page.
Customer satisfaction surveys
As Network Rail owns and operates Britain's railway, our responsibility to run and maintain it safely can mean other organisations feel we are difficult to work with when delivering railway projects. Recognising this, we are implementing a number of reforms to break down barriers and make it easier to work with us.
To ensure we're making the right changes, we've started conducting customer satisfaction surveys with third parties we work with and have committed to regularly reporting on the results. The results from our latest customer satisfaction survey can be found on our downloads for third parties page.