Inspectors begin inspecting rail services this week on the Inverness to Kyle of Lochalsh line - completing the roll-out of the customer services performance regime to all rail services in Scotland.
Transport Scotland introduced the SQUIRE (service quality inspection regime) to drive forward improvements in public transport services. With the number of rail passengers in Scotland at the highest level since 1960, Transport Scotland and First ScotRail recognise the importance of continuously striving to deliver service quality for rail passengers. The SQUIRE regime was originally implemented in the Strathclyde area. Under the current franchise, the Agency has rolled-out SQUIRE, one of the toughest performance monitoring regimes in the UK, across the remaining rail services in Scotland initially in the central belt with efforts in the last four months concentrated on expanding SQUIRE northwards to give full coverage.Three additional members of staff have been recruited to join the 13-strong team to cover Scotland nationwide. The new staff will be based in Inverness and will primarily cover stations and trains in the area.With the regime now Scotland-wide, the inspection team will be required to make at least one audit of each of the 340 First ScotRail stations and approximately 200 trains in a four week period. Minister for Transport, Tavish Scott said: 'Every rail passenger in Scotland should expect the very best standards of service from our rail network. SQUIRE is one of the toughest performance monitoring regimes in the UK. It is now in place across Scotland, and will ensure that the high standards we all expect are being met. With the work being done by the inspection teams, and the commitment by First ScotRail to deliver high quality services, I am confident that as we build a rail network for the 21st century, we will have a service that matches.'