Incident Thresholds and Declaration of CSL2 East Midlands Trains disruptive incidents are classified using four threshold stages; green, yellow, red and black. CSL2 should always be declared when the significant (red) and major (black) disruption thresholds have been breached. CSL2 may also be declared during yellow disruption (minor CSL2). Threshold Definition Normal: train service with delays up to 10 minutes A line blockage not greater than 15 mins OR an incident causing two or more consecutive services delayed 10 to 15 mins Minor CSL2: A line blockage greater/expected to be greater than 30 mins OR an incident causing three or more consecutive services to be delayed 15 to 30 mins. Significant: A line blockage greater/expected to be 90 mins to 4 hours OR an incident causing three or more consecutive services to be delayed over 30 minutes. A line blockage greater/expected to be greater than 4 hours. Widespread disruption caused by extensive parts of the network becoming unavailable. The Duty Control Manager (DCM) is responsible for declaring the incident threshold. This is usually declared within 20 minutes of incident notification or within 10 minutes of issuing the holding message. The Duty Customer Information Manager (DCIM) shall issue a declaration message to frontline staff and on call managers within 20 minutes of incident notification or within 10 minutes of issuing the holding message. On declaring CSL2 the DCM shall inform the Network Rail Route Control Manager (RCM). The DCM and RCM will then enter the time at which CSL2 has been declared in their respective Control logs. The DCM shall use a matrix to determine and review the threshold. The matrix is designed to reflect the frequency and customer footfall on East Midlands Trains routes. The DCM may also consider additional factors. These include; the number of customers likely to be affected, the frequency of train service and the time of day/day of week.
The message shall include a manually written time stamp to mitigate against an incorrect (delayed) receiving time by the recipients device. Where a train is described this shall be bracketed and include the headcode, origin departure time and origin/destination stations. Where the problem is because of a train fault the set/unit number and the vehicle number shall be bracketed. The sentiment of the message shall demonstrate the ownership and management of the incident by the Control. The use of terms such as “we are” and “our” will support achievement of this. The advice include an estimate time of when the disruption is likely to end. Below is an example of the core message principles;
PIDD-32 The industry should develop a standard for measuring Core Message quality, and each TOC should have its Core Messages audited against this standard by an independent party (such as another TOC) at least once annually. Operations Council Oct-15 PIDD-33 Where practically possible, an estimate for how long the disruption will last should be provided. Where no estimate is available, the industry should agree the form of messaging to be used until a reasonable estimate can be given to customers. NTF-OG May-15 PIDD-34 Additional coaching should be provided for staff responsible for the production of Prioritised Plans (where there is a need) so that the plans are produced more quickly and are fit for including in respect of duration and impact – and added into the controller training and competence management purpose NTF-OG Oct-15 PIDD-35 Network Rail needs to report the level of adherence to the production of Prioritised Plans by Control in order for compliance to be measured. NTF-OG May-15 PIDD-36 All TOCs should review the contents of their local Plans and CSL2 threshold definitions against the content of the new ACoP to ensure they are fit for purpose. Operations Council Dec-14 PIDD-37 So that customers who use Social Media to contact a TOC about disruption are not ignored, all TOCs need to review how they service the information needs of these customers throughout the period they are running trains. Information Development Group Oct-15 PIDD-38 So that customers receive consistent information multi-TOC disruptions across all channels, industry-wide Social Media good practice for providing information needs to be captured and shared, whilst also taking into account individual TOC business needs. Customer Information Strategy – Delivery Board Dec-15