Improving the accessibility of our services
Many people with special needs rely on our services for their transport needs. We are committed to providing trains and stations that are as accessible as possible and to continue to seek ways to improve accessibility.
We work closely with local and national disability groups to review policies and practice and continue to work with the Department for Transport, Passenger Focus and the Disabled Persons Advisory Committee in order to anticipate the requirements of customers with special needs.
Internally we have a disability working group with representatives from all our operating companies. The group pools best practice and has developed a shared policy and vision for providing appropriate assistance and service to our disabled customers.
Accessibility
We continue to look at opportunities to improve accessibility to our properties as part of our building refurbishment programme. We are also looking carefully at how we provide information to our customers to ensure it is available in suitable formats to meet differing customers' needs. Below are some examples of actions we have taken.
- Installation of induction loops at ticket offices and Help Points.
- Ongoing minor works focussed on improving accessibility such as directional signage, handrails on stairs, colour contrasting stair edging and dropped kerbs adjacent to drop off zones.
- Braille and large print rail information and safety cards.
- Using a disabled mystery shopper to gain first hand feedback on facilities.
- Monitoring our disabled passenger arrangements through telephone follow up.
- Provision of alternative transport where the origin or destination station is inaccessible.
- Provision of easy read stations and train guides for people with learning disabilities.
- Assistance with online booking.
Training our employees
Employee training is essential to ensuring we provide an appropriate service for those with special needs. Our staff need to develop an understanding of different passenger requirements. All our train-operating companies have now adopted an enhanced disability training programme for all front-line staff. This uses a DVD developed with the Department of Transport and Go Skills.
A number of our train operating companies also offer sign language classes to employees including front-line and administration staff.
Improving our services for the blind and partially-sighted
First ScotRail has invested in a new electronic system on a number of platforms that will ease travel for blind and partially sighted customers. The RNIB React system is designed to enhance the journey experience by providing spoken messages to help people find their way around the station.
First Capital Connect put their services to the test
In May 2007 First Capital Connect worked with St Albans District Access Group to test the accessibility of their services. A group of people with various disabilities (including wheelchair users and people with visual or hearing impairments) gave feedback on their journey, helping to direct future improvements to the service.
The District Council’s Disability Officer, Nicola Devereux, commented, “This was a very useful exercise, enabling us to test the rail network and provide constructive feedback from a disabled passenger’s point of view. The trip demonstrated what can be done to make train travel accessible and a positive experience for disabled people.”
Making travel by train easier
First Great Western has introduced the Devon Access Wallet. This fluorescent orange coloured wallet lets staff know that people carrying it may need assistance while travelling. The wallet contains information in either written or pictorial format to help the user communicate with station staff. The aim is to help people with learning difficulties or for whom English is a second language to get around using public transport. The scheme has been developed by Devon County Council and is also used by First and Stagecoach buses in the area.