ScotRail runs -192 services per day in the “InterCity Express” service group. Services include Edinburgh to Aberdeen or Inverness and Glasgow to Inverness along the Highland Mainline (plus others). Many of these services are long in terms of miles and time. Contractual performance for this service group is measured as PPM (i.e. arrival no later than 4m 59s and not cancelled or part-cancelled). The MAA PPM for this service group had not been above target since Period 2015/16, it dropped again in 2017/18 and dropped substantially in 2019 to the point where it caused contractual risk.
VA Rail were engaged to work with the ScotRail and Network Rail performance teams to undertake a thorough review of all aspects of the operation.
At the end of Phase 1, 21 recommendations were made and ScotRail assigned a project manager to work with functional leads to deliver against the recommendations. VA Rail continued to work alongside the internal team during Phase 2 to progress the recommendations and support the functional leads in communications and actions. During Phase 2, the interventions began to take effect, leading to an improvement in headline performance.
Workstreams included:
- Documentation review
- Data analysis
- Observation and timing
- Meetings and interviews
- Phase 1 recommendations and plan for Phase 2
