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Transport User Voice – April 2018 – The role of a stakeholder manager

Hi, I’m Freeha Fernandes and I’m a stakeholder manager at Transport Focus. My role is multi-modal which means I work across all forms of transport and I focus on Greater Anglia and Highways England in the East of England.

One of my objectives is to boost the passenger experience by promoting passenger interests throughout the Greater Anglia franchise and focussing on improving the quality of communications.

Customer service has been the common theme of our recent work for rail passengers and we continue to use our rail research to ensure that it has passenger priorities at its heart. Key to this are the National Rail Passenger Survey results that I presented and discussed with Greater Anglia highlighting areas that need improvement.

To make a difference for road users in the East of the country I use our research and seek opportunities to drive positive change, challenge Highways England and its partners to deliver the desired improvements and, follow up their progress.

We are all passengers and road users ourselves and this job involves a fair bit of travel, so it helps us keep transport users front of mind.

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