Question reference: S6W-26045
- Asked by: Richard Leonard, MSP for Central Scotland, Scottish Labour
- Date lodged: 8 March 2024 Registered interest
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Current status: Answered by Fiona Hyslop on 18 March 2024
Question
To ask the Scottish Government for what reason ScotRail has scored one out of five for the (a) "station staff" and (b) "station ticket offices" service schedule in each Service Quality Inspection Regime (SQUIRE) inspection since March 2023.
Answer
Under the SQUIRe regime, Transport Scotland audits and scores ScotRail under set Service Schedules which include station staff and station tickets offices along with other important aspects like cleanliness and CCTV.
In each Service Schedule there are many aspects in which a failure notice may be attributed including staff uniform or ability to retail all tickets. In order for a pass to be granted it requires ScotRail to meet all aspects of the Schedule.
It is therefore correct that should ScotRail fail to meet the demands of each Service Schedule aspect that a failure notice is served thus affecting the score of that Schedule.
The SQUIRe regime is one of the toughest performance regimes in the UK with many of the target levels set at 90% or higher. ScotRail is required to address any issues identified during inspections as quickly as possible.