First ScotRail

First ScotRail was  named UK Public Operator of the Year at the National Transport Awards held in London in July 2006.

The franchise is now in its third year, with our Public Performance Measure - a combination of punctuality and reliability – reaching a record high for the franchise in August.

Delays have been reduced by 32% since franchise commencement, compared with our franchise commitment of 2% per year.

Other significant improvements include innovative initiatives such as the introduction of paperless tickets – an industry first. Our Caledonian Sleeper Bargain Berth tickets can now be booked online, with the ticket confirmation sent to customers’ mobile phones and email addresses.

Our investment programme really took off this year, with benefits to customers many and varied. They include train refurbishments leading to improved reliability and a better overall journey experience and station enhancements ranging from waiting rooms to upgraded lighting, ensuring a safer and more comfortable environment.

Customer satisfaction, at the heart of our Vision and Values, is at an all time high – and passenger numbers are up 9% from the previous year.

Providing a safe and reliable service and continuous improvement to performance levels remain at the top of our agenda.

We will continue to provide value for money services and to invest in train refurbishments leading to improve reliability and station enhancements to ensure a safer and more comfortable environment.

Along with Transport Scotland, industry partners and stakeholders, we will build a rail network for the 21st century with services to match.

Mary Grant
Managing Director, First ScotRail

Mary Grant, Managing Director of First ScotRail, remains the driving force behind FirstGroup’s successful bid for the ScotRail franchise in October 2004.

The Edinburgh born 37-year-old has promised even more enhancements and investment in the drive for further improvements and excellence.

Mary has a strong rail and customer service background and led the successful transition of the Thames Trains franchise as it started operations as First Great Western Link in April 2004.

Her career began in marketing and brand management and before joining First’s Rail Division she worked with KPMG Corporate Finance on a range of acquisitions.

Previous appointments include Commercial Director at Travel West Midlands, Marketing Director for Silverlink Train Services and a six-month rail and tram secondment to Australia.

Her return to Scotland from FirstGroup in London to lead First ScotRail was a long held personal ambition.

Mary was named Director of the Year 2006 by the Institute of Directors Scotland; Business Woman of the Year at the Insider Corporate Elite Awards 2005, and Young Professional at the Scottish Transport Awards 2005.

A keen golfer, other interests include horse riding, skiing and interior design.

Executive Team

Steve Montgomery, Deputy Managing Director and Operations and Safety Director
Kenny McPhail, Finance Director
Kenny Scott, Engineering Director
Peter Williams, Commercial Director
Fiona Irvine, Human Resources Director
Ellie Murphy, Head of Marketing
Gerard O'Hanlon, Head of Business Planning
Mike Price, Head of Contracts
Iain Wilson, Head of Public Relations
Nichola Grant, Head of Customer Service

First ScotRail Limited. Registered in Scotland.
Number SC185018 395 King Street, Aberdeen AB24 5RP