Management Made Easy at Southeastern

Winning the lottery would also be easier if one knew the winning numbers before buying the ticket …

In the Direct Award period 2014-2018 Southeastern committed to greater transparency. Part of this has been to publish monthly performance targets and actual figures by route.

However the targets are only published at the same time as the actual performance is also published. This has always raised the question of whether the targets are actually set in advance.

Now we know. For the 1-29 April (Period 1) figures the actual performance has now been published, but the Southeastern website states that target figures are coming “soon” and explicitly says (archived version):

“Please note that targets for Period 1 have not been finalised yet. “

It’s not clear how setting targets after the end of the period in question helps drive improvement in performance. But it should make meeting them much easier!

Southeastern Stations and Accessibility: What Do We Want?

We have been working hard on our responses to the many questions in the consultation paper on the requirements for the new Southeastern franchise from December 2018. There’s lots to say, and we will be sharing some of our draft responses here for public comment and improvement. This third instalment is to the questions on stations and accessibility.  Continue reading

Southeastern Fare Structure and Ticket Purchasing: What Do We Want?

We have been working hard on our responses to the many questions in the consultation paper on the requirements for the new Southeastern franchise from December 2018. There’s lots to say, and we will be sharing some of our draft responses here for public comment and improvement. This second instalment of the draft is to the questions on fares and ticket purchasing. Continue reading

Southeastern Customer Service, Complaints and Compensation: What Do We Want?

We have been working hard on our responses to the many questions in the consultation paper on the requirements for the new Southeastern franchise from December 2018. There’s lots to say, and we will be sharing some of our draft responses here for public comment and improvement. This first instalment is to the questions on customer service, complaints and compensation. Continue reading