Date lodged: 17 May 2017
To ask the Scottish Government what steps are being taken to increase the number of staffed railway stations.
Answered by: Humza Yousaf 30 May 2017
The levels of staff at ScotRail stations are a commercial matter for the Franchisee. The current Franchise Agreement ensured that from commencement of the contract on 1 April 2015, the number of staffed stations remained consistent with the previous ScotRail Franchise. Any proposed change to this would require notification to both the Authority (Transport Scotland) and the Passengers’ Council (Transport Focus).
As part of ScotRail’s on-going contracted investments to improve the customer experience at railway stations in Scotland, new facilities have and will continue to be installed including new interactive help points, more than 300 CCTV cameras, over 50 additional Ticket Vending Machines and 140 Customer Information Screens.
Transport Scotland’s Service Quality Incentive Regime (SQUIRE) inspects station facilities and checks staff at stations at contracted times on a four weekly basis, and ScotRail can incur financial penalties where such facilities are not suitably operational for passengers.