The industry should develop a standard for measuring Core Message quality, and each Operations PIDD-32 TOC should have its Core Messages audited Oct-15 Council against this standard by an independent party (such as another TOC) at least once annually. Where practically possible, an estimate for how long the disruption will last should be provided. Where no estimate is available, the industry PIDD-33 NTF-OG May-15 should agree the form of messaging to be used until a reasonable estimate can be given to customers. Additional coaching should be provided for staff responsible for the production of Prioritised Plans (where there is a need) so that the plans PIDD-34 NTF-OG Oct-15 are produced more quickly and are fit for including in respect of duration and impact – and added into the controller training and competence management purpose Network Rail needs to report the level of adherence to the production of Prioritised Plans PIDD-35 NTF-OG May-15 by Control in order for compliance to be measured. All TOCs should review the contents of their PIDD-36 local Plans and CSL2 threshold definitions Operations Dec-14 against the content of the new ACoP to ensure Council they are fit for purpose. So that customers who use Social Media to Information contact a TOC about disruption are not ignored, PIDD-37 all TOCs need to review how they service the Oct-15 Development information needs of these customers Group throughout the period they are running trains. So that customers receive consistent Customer information multi-TOC disruptions across all Information channels, industry-wide Social Media good Strategy PIDD-38 Dec-15 – practice for providing information needs to be Delivery captured and shared, whilst also taking into Board account individual TOC business needs.
PIDD-32 The industry should develop a standard for measuring Core Message quality, and each TOC should have its Core Messages audited against this standard by an independent party (such as another TOC) at least once annually. Operations Council Oct-15 PIDD-33 Where practically possible, an estimate for how long the disruption will last should be provided. Where no estimate is available, the industry should agree the form of messaging to be used until a reasonable estimate can be given to customers. NTF-OG May-15 PIDD-34 Additional coaching should be provided for staff responsible for the production of Prioritised Plans (where there is a need) so that the plans are produced more quickly and are fit for including in respect of duration and impact – and added into the controller training and competence management purpose NTF-OG Oct-15 PIDD-35 Network Rail needs to report the level of adherence to the production of Prioritised Plans by Control in order for compliance to be measured. NTF-OG May-15 PIDD-36 All TOCs should review the contents of their local Plans and CSL2 threshold definitions against the content of the new ACoP to ensure they are fit for purpose. Operations Council Dec-14 PIDD-37 So that customers who use Social Media to contact a TOC about disruption are not ignored, all TOCs need to review how they service the information needs of these customers throughout the period they are running trains. Information Development Group Oct-15 PIDD-38 So that customers receive consistent information multi-TOC disruptions across all channels, industry-wide Social Media good practice for providing information needs to be captured and shared, whilst also taking into account individual TOC business needs. Customer Information Strategy – Delivery Board Dec-15
EMT_PIDD%20Local%20Delivery%20Plan_March%202018%20v1.docx