No. Question Evidence (visual unless Score Fault indicated otherwise) Identified 3.1 Are all smartly dressed, Visual friendly and approachable and Customer survey (special willing to assist special needs needs) customers? 3.2 Are staff aware and trained to Speak with staff comply with the following: Check training records Managed Stations Disabled Persons Protection Policy; ATOC Code of Practice for Disabled Passengers; DfT's Train and Station services for Disabled Passengers. 3.3 Is the available system enabling existing system - DPRS special needs passengers to with special needs arrange booked assistance at customers the station through specified contact points working, accurate and up to date? 3.4 Is this system reliable and Check maintenance records regularly maintained? 3.5 Is there an alternative plan for booking assistance in case of a breakdown with the present system? 3.6 Is provision made for managing Speak with staff booked assistance at the Speak with customers station from the point of entry/exit, from/to seat on required trains and other arrival/departure services? 3.7. Is support offered to customers with staff who have not pre booked Speak with customers assistance? 3.8 Is the DPRS information records disseminated regularly and Speak with respective staff accurately to the respective TOCs and staff? 3.9 Does the service provider Speak with the operators and support and liaise effectively the service provider with the operators issuing the DPRS? 3.10 Is the pre designated meeting Visual (welcome desk) for with customers customers clean and comfortable? 3.11 Are mobility assistance staff Visual, check uniform highly visible and easily Speak with customers recognised by these customers? TOTAL SCORE OUT OF 22 4. SECURITY AND SAFETY No. Question Evidence (visual unless Score Fault indicated otherwise) Identified
No. Question Evidence (visual unless indicated otherwise) Score Fault Identified 3.1 Are all smartly dressed, friendly and approachable and willing to assist special needs customers? Visual Customer survey (special needs) 3.2 Are staff aware and trained to comply with the following: Managed Stations Disabled Persons Protection Policy; ATOC Code of Practice for Disabled Passengers; DfT's Train and Station services for Disabled Passengers. Speak with staff Check training records 3.3 Is the available system enabling special needs passengers to arrange booked assistance at the station through specified contact points working, accurate and up to date? existing system - DPRS with special needs customers 3.4 Is this system reliable and regularly maintained? Check maintenance records 3.5 Is there an alternative plan for booking assistance in case of a breakdown with the present system? 3.6 Is provision made for managing booked assistance at the station from the point of entry/exit, from/to seat on required trains and other arrival/departure services? Speak with staff Speak with customers 3.7. Is support offered to customers who have not pre booked assistance? with staff Speak with customers 3.8 Is the DPRS information disseminated regularly and accurately to the respective TOCs and staff? records Speak with respective staff 3.9 Does the service provider support and liaise effectively with the operators issuing the DPRS? Speak with the operators and the service provider 3.10 Is the pre designated meeting (welcome desk) for customers clean and comfortable? Visual with customers 3.11 Are mobility assistance staff highly visible and easily recognised by these customers? Visual, check uniform Speak with customers TOTAL SCORE OUT OF 22 4. SECURITY AND SAFETY No. Question Evidence (visual unless indicated otherwise) Score Fault Identified
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