Our 2024/25 Business Plan balances investment and cost efficiency. It is built on a foundation of safety and sustainability. Our 10-year Net-Zero strategy encapsulates this.
Vision, mission and values
Purpose
Delivering first class customer service is at the heart of what we do.
We are proud to be a high-performing train operator that is safe, reliable and punctual
Vision
We will be chosen by customers, and valued by our stakeholders.
Our industry rankings show us as a leading operator for customer experience and performance.
Mission
We serve our community by providing a safe, dependable and affordable railway.
We are focused on offering sustainable services for our communities.
Values
Our values underpin what is important to us and how we behave: Honest | Engaged | Flexible | Friendly
Safety, as always, is the basic construct of what we are about and underpins our behaviours and actions
Our strategic priorities
Revenue
Simplifying our fares structure to make it easier for customers to buy tickets.
Providing value for money fares and promotional offers to grow patronage. Protecting our revenue from fraudulent ticketing activity.
Working with strategic partners to maximise ancillary revenue at stations through retail lettings, use of advertising space, car parking and other initiatives.
✅ Return on investment
Customer and communities
Proactively responding to customer feedback to identify improvement schemes and showing our commitment to our communities by supporting and hosting local events.
Optimising the service to our customers by improving station and train ambience and ticket channel availability, and fixing defects quickly.
Refurbishing stations, such as Fenchurch Street and Barking, and improving asset resilience to support increased customer and colleague safety
✅ Insight-led customer experience
Accessibility
Engaging more proactively with our disabled customers, stakeholders, and the wider industry to make better-informed decisions on accessibility improvements.
Implementing an Accessibility Wayfinding app to help customers to plan appropriate routes through our stations.
Launching the Passenger Assist app for customers to book assistance.
✅ Access for all to attract new customers
Train service operations
Introducing timetable changes in June 2024 to reduce overcrowding.
Defining a fleet replacement strategy that balances cost efficiency with service reliability.
Investing in our assets, for example a platform replacement at Basildon and refurbishments at other stations, to increase customer and colleague safety.
✅ Capacity that meets demand
Environmental and sustainability
Supporting sustainable customer journeys by enhancing station accessibility and provisions.
Minimising our environmental impact around noise, carbon emissions, waste and water usage.
Improving air quality and protecting biodiversity
✅ Sustainability to achieve carbon zero
Leadership, management and resource
Introducing a series of new roles in 2024/25 and 2025/26 to deliver all our business plans, generate return on investment and unlock future potential.
Investing in our people to drive initiatives to strengthen our policing, security and safeguarding efforts and reduce antisocial behaviour on our network.
Strengthening the culture at c2c.
✅ Right-size headcount and capability growth
People
Continuing to support our local communities in providing work experience and a potential job prospect via the Prince’s Trust ‘Get into’ scheme.
Improving visibility of key diversity and inclusion (D&I) data to increase D&I in our workforce and further develop our three year D&I strategy
✅ Long-term train crew strategy and creating a positive culture
Collaboration
Optimising train performance by further leveraging FS Owning Group technology and data strategies, particularly in retail ticketing and digital train signalling.
Continuing to deliver safeguarding schemes with local community stakeholders and the British Transport Police to reduce antisocial behaviour and limit ticketless travel.
Increasing the maturity of our partnerships to support industry innovation.
✅ Investment through strategic partnerships
How will we measure our success?
Train service performance: On-time depot train departures; punctual timetable delivery; fleet reliability; fleet, driver and crew availability.
Increasing safety: Reducing all types of safety incidents, including operational, customer, colleague and contractor incidents.
Launching the c2c Rail Ultra Marathon to raise money for Railway Children, who help safeguard children across the world.
Meeting a 20% target for statutory apprenticeships to be filled by women, veterans or people from ethnic minority or lower socio-economic groups.
Launching an Accessibility Wayfinding app, and updating our Passenger Assistance app to enable last-minute assistance bookings.
Growing our revenue year-on-year.
Reducing our energy and water use and the amount of waste produced each year.
Embedding accessibility audit data into customer facing channels.