Transport User Voice August 2024 – Chief executive’s editorial

01 August 2024

Predicting change and challenging assumptions

There are some important new reports in this month’s edition.

I wanted to pick out ‘Is cash still important on today’s railway?’  The answer is yes, but particularly in the most deprived parts of the country.

We are at a point where I suspect long overdue changes will start to be made to our transport system. I’m sure simplifying rail fares and ticketing will be one of them. This won’t be easy, and making sure we understand how issues affect different customers will be important – we are using cash less, but it’s not the same for everyone and there are groups that would be completely left behind if we ever moved to a cashless railway.  In that challenge is also an opportunity if we recognise that some people find it hard to purchase a ticket currently.

It also isn’t that easy to predict the future. Assumptions need to be tested. When I worked at the Electoral Commission, I remember a very senior colleague saying in 2010 with complete certainty we wouldn’t still be voting with paper and pencils in 2020.  We’re still doing it in 2024 and if you asked me now, I’d say there were good reasons why voting should never be electronic. But that’s off-topic, the point is that change isn’t easy to predict and needs to be thought through properly. Our role is to make sure that’s done not just from an overall customer perspective, but that the varied and different needs of all customers are properly represented.

We live in interesting times. With the Chancellor Rachel Reeves making it clear that cuts will be made to transport infrastructure projects, such as the Restoring Our Railways Scheme, the Stonehenge tunnel and the A27 Arundel bypass, it is clear things are changing quickly.

Those who would have benefited from these projects will undoubtedly be disappointed. However, while commitments are reviewed, it is important the industry focuses on what people really want from transport – getting the basics right. For road users, our research shows two-thirds of them favour the proper maintenance of existing motorways and major ‘A’ roads over building new ones, and rail passengers want a punctual and reliable railway that delivers on the timetable’s promise at an acceptable price.

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