2.10 Is the information removed from Visual CIS screens as specified (e.g. immediately after departure of train)? 2.11 Are recorded and public address Listen, check against announcements clearly audible in contract/secondary plan nominated of station? 2.12 Are RA/PA announcements made Listen at the correct time, accurate and X check specification made in accordance with specification? 2.13 Are delays advised to customers Visual/Listen via PA or CIS and reason for the Check Station Log given in accordance with specification? 2.14 Are apologies made if delay Visual/Listen exceeds five minutes? Check Station Log 2.15 Is the PA/RA system reliable and X reference maintenance. maintained according to contract to specification? specification? 2.16 How often does the PA/RA break Check break down record down? 2.17 Is there any contingency plan for Look for written plans disseminating information to Check staff knowledge customers if PA or CIS systems Inspect records fail? 2.18 Are emergency notices Ask for sample concise and unambiguous? Visual check on station 2.19 Are mobile poster boards and Visual check printing facilities and Ensure no hand written notices available for emergency notices? on display 2.20 Are emergency or Visual posters unbranded, or only carrying the branding of the affected TOC? 2.21 Is information adequately Visual displayed regarding forthcoming service alterations (e.g. engineering work)? 2.22 Are trained and fully Evidence of training equipped to respond to customer Ask questions to see how they enquiries and offer assistance respond, Customer survey when required? 2.23 Do all major station staff (RT & Visual TOC) who interface with customers/members of the public wear full uniform (for easy recognition)? TOTAL SCORE OUT OF 46 3. MOBILITY ASSISTANCE
2.10 Is the information removed from CIS screens as specified (e.g. immediately after departure of train)? Visual 2.11 Are recorded and public address announcements clearly audible in nominated of station? Listen, check against contract/secondary plan 2.12 Are RA/PA announcements made at the correct time, accurate and made in accordance with specification? Listen X check specification 2.13 Are delays advised to customers via PA or CIS and reason for the given in accordance with specification? Visual/Listen Check Station Log 2.14 Are apologies made if delay exceeds five minutes? Visual/Listen Check Station Log 2.15 Is the PA/RA system reliable and maintained according to specification? X reference maintenance. contract to specification? 2.16 How often does the PA/RA break down? Check break down record 2.17 Is there any contingency plan for disseminating information to customers if PA or CIS systems fail? Look for written plans Check staff knowledge Inspect records 2.18 Are emergency notices concise and unambiguous? Ask for sample Visual check on station 2.19 Are mobile poster boards and printing facilities and available for emergency notices? Visual check Ensure no hand written notices on display 2.20 Are emergency or posters unbranded, or only carrying the branding of the affected TOC? Visual 2.21 Is information adequately displayed regarding forthcoming service alterations (e.g. engineering work)? Visual 2.22 Are trained and fully equipped to respond to customer enquiries and offer assistance when required? Evidence of training Ask questions to see how they respond, Customer survey 2.23 Do all major station staff (RT & TOC) who interface with customers/members of the public wear full uniform (for easy recognition)? Visual TOTAL SCORE OUT OF 46 3. MOBILITY ASSISTANCE