Customer information - An industry response to the Office of Rail and Road from the Rail Delivery Group and Network Rail - Published 4 September 2020

We have published the results of our research into the provision of information to passengers, including during disruption. This shows that whilst there have been improvements in recent years to passenger information systems, providing information, particularly during disruption, remains a challenge. The research indicated that there was no clear industry strategy for delivering improvements to providing passenger information, no agreed understanding of what good information looks like and a lack of customisation for the needs of different customer groups. We wrote to the industry to ask that it develop a Passenger Information Improvement Plan to set out how it will make tangible and enduring network wide improvements to the provision of passenger information, including during disruption.