Delivering for our customers

Transformation Plan update September 2017

In July 2016, we published ‘Delivering for our Customers’; our plan to transform our organisation in order to deliver the services that passengers will want and need in the years ahead.

In this September 2017 update, we set out the work that has already started and the progress we've made to increase efficiency and contestability, driving transformational change both internally and across the rail industry.

Download our Transformation Plan update in full below as a PDF. You can also download our previous updates here.

How we are transforming

Devolved route businesses in a national framework

Central to our transformation plan is our vision of a company based around high-performing devolved route businesses, operating within a national framework. We have made significant progress in this area over the last two years.

Click on the image to view a full timeline of what we've achieved to date -  and our plans ahead to 2024.

"Our goal is to put our customers first, and provide a safe and excellent service that matches the increasing demand on our railway.

We operate on a busy patch, and it’s never been more important that we collaborate to ensure we all achieve our objectives. We want customers to feel the benefit of the work Network Rail is doing to modernise the railway so it’s fit for today and the future."

"Our goal is to put our customers first, and provide a safe and excellent service that matches the increasing demand on our railway.

We operate on a busy patch, and it’s never been more important that we collaborate to ensure we all achieve our objectives. We want customers to feel the benefit of the work Network Rail is doing to modernise the railway so it’s fit for today and the future."

"We are working more closely with Network Rail than ever before and are building strong alliances. This is good news for us and good news for our passengers.

We've recently launched a Joint Operations Board which also incorporates Welsh Government. A priority for this new Board is to enhance collaborative working even further and ensure that we explore every possible opportunity to continue to better meet the needs of our passengers."

"We are working more closely with Network Rail than ever before and are building strong alliances. This is good news for us and good news for our passengers.

We've recently launched a Joint Operations Board which also incorporates Welsh Government. A priority for this new Board is to enhance collaborative working even further and ensure that we explore every possible opportunity to continue to better meet the needs of our passengers."

View from the routes

Appendices