Transport User Voice – December 2019 – Bore da to Michelle

28 November 2019

Wales team expands

Meet Michelle, our new stakeholder manager based in Cardiff.

Michelle works closely with Network Rail and Transport for Wales Rail Services to act as a ‘critical friend’, ensuring the passenger voice is represented.

Michelle has a varied background, having previously worked in a police support role, education policy, planning and research, and within quality improvement in further education.

As a regular commuter on the rail network, she will be using her personal experiences on the network alongside research evidence to highlight areas for improvement and to identify good practice.

Michelle has been out and about getting to know some of the smaller stations around the network, looking at particular challenges for the diverse range of passengers.

She has already reviewed dispatch procedures and station facilities at Newport to support improvements. She also gave input to the British Transport Police planning process, ensuring passenger concerns raised in the National Rail Passenger Survey have been clearly articulated.

Over the next few months, Michelle will develop working relationships with wider stakeholders to help secure improvements for passengers. She will be working closely with Transport for Wales Rail Services and Network Rail in the run up to the December timetable changes. She will visit more stations across the Wales and Borders network to meet staff and passengers, identify areas of concern and provide input to improvements.

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