NR NR/L2/OPS/292 ISSUE 1 PDF

This standard applies to all Managed Stations where Network Rail is the Station Facility Owner (SFO). The SFO has licence obligations and safety accountability under ROGS as the Infrastructure Manager and regulated by the ORR.

The requirements and processes referred to and included in this standard are applicable in normal operations mode i.e. day-to-day running of Managed Stations to ease crowding through operational measures as well as thorough consideration of the subject in planning, decision making and design of stations. The scope further extends and includes managing crowding and implementing robust plans and incident response in relation to network disruptions, planned special events, engineering works and timetable changes.

The standard applies to all parts of Network Rail including teams that are directly responsible for operating Managed Stations, their senior management and sponsorship in Regions, planning teams and timetable production in System Operator, Network Services to initiate response plans and other subject matter expert teams such as Technical Authority and National Performance team.

This business process supports stations in managing their response to crowding and congestion at stations. It enhances industry safety, reduces operational risk and minimises the impact of crowding on passengers at stations.

Purpose

The purpose of this standard is to:

a) Clearly outline how the subject of passenger crowding in stations and associated risks are managed across Network Rail;

b) Define roles and responsibilities of core operational teams, support functions and subject matter experts in the organisation;

c) Set out requirements and processes that enable organisational best practice, achieve compliance with Network Rail’s licence obligations and in doing so lead the industry in this subject matter;

d) Strengthen the governance in the area setting out clear accountabilities and placing passenger experience and safety at the heart of our operational and planning procedures; and

e) Confirm crowd management plans are based on data driven insights, thorough planning, subject matter expertise and consideration of passenger experience.

This business process has been put in place to clearly outline how Network Rail’s licence obligation is expected to be met and to put onus on the relevant duty holders in the organisation to deliver their responsibilities and be held to account, as relevant, on the subject of managing crowding and congestion at stations.