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ORR sets out plans to put customers at the heart of regulation

17 March 2010
ORR/11/10

The Office of Rail Regulation (ORR) today outlined a programme of work aimed at putting customers at the heart of regulation as part of its business plan for the next year.

ORR's Business Plan for 2010-2011 sets out how the regulator will deliver the second year of its corporate strategy.  The plan highlights a series of activities that will help the rail industry deliver a safe, high-performing and efficient railway for its customers, including:

  • reviewing how tickets are purchased with a focus on reducing complexity; and
  • ensuring Network Rail and train operating companies improve the flow of information to passengers at all times, particularly during disruption.

ORR chief executive Bill Emery said:

“Our Business Plan for 2010-11 will be delivered during another challenging year for the railways as public finances and passenger and freight revenues remain under extreme pressure. Despite this outlook, the railway's prospects look bright with consensus on the economic and environmental benefits of high speed lines and electrification. The challenge for the industry is to continue to demonstrate that it can deliver safety, quality and efficiency while making an increased contribution to the sustainable development of our economy.

"That is why our business plan for the next year places an even greater focus on delivering improved value for money for rail's customers. Our plan sets out a review of how tickets are purchased to reduce complexity, and a push to improve the flow of information to passengers at all times, particularly during disruption.

"We will continue to work closely with Network Rail, train and freight operating companies over the next year as part of this plan to deliver the levels of service and value that passengers rightly demand."

The Business Plan also focuses on the regulator's work to:

  • ensure Network Rail achieves its tough Control Period Four output commitments - through rigorous inspections and detailed analysis of the company’s work, taking immediate enforcement action where necessary;
  • improve industry planning and value for money ahead of the next control period - by bringing all sectors of the rail industry together at planning workshops and through continued support of the Value for Money study;
  • push excellence in health and safety across the whole railway sector - by ensuring the industry improves its health and safety culture through a targeted programme of audits and investigations; and
  • improve publication of information - by providing better web-based access to the regulator’s data.

Notes to Editors:

  1. The Business Plan 2010-2011 is available on our website: http://www.rail-reg.gov.uk/upload/pdf/business-plan-2010.pdf
  2. The Corporate Strategy 2009-2014 is available on our website: http://www.rail-reg.gov.uk/upload/pdf/388.pdf
  3. Information about the The Value for Money study can be found on the DfT website: http://www.dft.gov.uk/pgr/rail/strategyfinance/valueformoney

ORR press office

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