East Coast: plans

Directly Operated Railways will be a supportive owner of East Coast. We will ensure the investment in the business is sustained and that the taxpayer continues to receive value for money; it will be fair and open in the way it deals with the franchise – its customers, staff and other stakeholders. In summary, we intend to:

• Remain focussed on getting the basics right first, quickly fixing the things that need it most
• Improve performance in punctuality and reliability – and build on the achievement so far
• Improve the catering product and the on-board Wi-Fi
• Make new investments of £17 million in stations, trains, technology – and people
• Be aggressive in marketing and sales to encourage more people to travel
• Be innovative on fares