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  • Channel 5: Paddington, 24/7: September 11, 2017
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Author Topic: Channel 5 series - Paddington Station 24/7, starting 11 September 2017  (Read 22050 times)
Four Track, Now!
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« Reply #75 on: September 20, 2018, 07:12:27 pm »

Or there was more to her problems than what were shown?
There was clearly the start of the conversation missing, as the lady said she has been told one thing and then told another

In my experience in public service over four decades, some people listen to half of what is said, then complain about the other half.
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ellendune
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« Reply #76 on: September 20, 2018, 09:32:29 pm »

GWR do what DfT put in the contract.  It was a negotiated contract so like as not DfT complied with modern procurement practice and got a price then told them they had to cut it.  That is because procurement practice demands that each re-let of a contract is less than the last (that is why some many outsourcing companies are in financial trouble). Control in Swindon is therefore likely to be understaffed on any day when something is actually going wrong. They will therefore find it impossible to communicate effectively. 

The practice states that the person letting the contract does not have to find a way for the contractor to make the saving that is for the contractor to find 'efficiency savings'. Once a contract has been let a few times then, barring some major new technological advance, there are no such efficiency savings to be had. They can't cut safety so staff in other roles are forced to work harder. What is worse when working under such pressures there is no time to come up with any genuine efficiency savings.

The result of this is that staff morale plummets, people leave and those left behind have a heavier burden.  When staff are working under such pressures being nice to customers takes much more effort, particularly when customers are angry because the service is so bad.

So if we want better customer service then just like anything else it must be paid for. This mirrors what is going on all over the country in both public and private sectors.

So why should we expect GWR care about customer service when their client (DfT or Treasury) does not? The treasury after all is only interested in money and seeks to rule all of government.
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TaplowGreen
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« Reply #77 on: September 21, 2018, 07:13:34 am »



So why should we expect GWR care about customer service when their client (DfT or Treasury) does not?

Two words. Organisational culture.

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ChrisB
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« Reply #78 on: September 21, 2018, 02:34:01 pm »

I hope the above features in the report Grayling has just ordered from this John Lewis guy frankly....
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« Reply #79 on: September 22, 2018, 08:04:28 pm »

I hope the above features in the report Grayling has just ordered from this John Lewis guy frankly....

I wonder. I just signed up with them as part of my BTexit strategy, and I got a 40 voucher. Does Grayling have to declare it if he gets one with the inquiry?
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« Reply #80 on: September 25, 2018, 08:19:11 pm »

Just watched last night's episode back and noticed something a bit odd, at Paddington everytime there is a station clock on screen it's pixilated out, any idea why this is?
But the other odd thing for some situations they put a clock graphic on the screen showing the time...
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broadgage
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« Reply #81 on: September 26, 2018, 12:38:19 pm »

Just watched last night's episode back and noticed something a bit odd, at Paddington everytime there is a station clock on screen it's pixilated out, any idea why this is?
But the other odd thing for some situations they put a clock graphic on the screen showing the time...

I suspect that it might be automatic, by the same software that pixelates out car number plates.
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"When customers say that they want a seat, they dont mean they want to sit with their knees behind their ears so that 4 more can sit down. They mean that they want an extra coach so that 74 more can sit down"
"Capacity on intercity routes should be about number of vehicles, not compressing people"
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« Reply #82 on: September 26, 2018, 03:33:59 pm »

If it is automatic, it doesn't work on clocks with hands, as there is one visible often in scenes in Control.

Maybe some things are shown a bit out of sequence.
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broadgage
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« Reply #83 on: September 26, 2018, 07:43:28 pm »

An automatic feature intended to pixelate car number plates would probably react to digital clock displays, but not to traditional clocks.

A similar effect may be observed in Google street view where the letters and numbers in road signs or advertisements are sometimes obscured.
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"When customers say that they want a seat, they dont mean they want to sit with their knees behind their ears so that 4 more can sit down. They mean that they want an extra coach so that 74 more can sit down"
"Capacity on intercity routes should be about number of vehicles, not compressing people"
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« Reply #84 on: Yesterday at 08:05:43 am »

I would bet money that if they were not there already the TV crew would have dashed down there this morning (if not last night), they will have plenty of footage of chaos to show
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Timmer
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« Reply #85 on: Yesterday at 08:13:00 am »

I would bet money that if they were not there already the TV crew would have dashed down there this morning (if not last night), they will have plenty of footage of chaos to show
They can easily make a story out of it using archive footage which is what they mainly do. Just show a packed then empty Paddington, control in Swindon, workers on the line etc and some angry passengers and there's your story from what happened last night/today. Easy. Makes you wonder if it was a good idea to let Channel 5 make a series of the woes of the GWML even though at times it has been educational to help people understand what happens when things go wrong.
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