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OUTSTANDING PERSONAL CONTRIBUTION:
A category which is open to front-line operational and maintenance
staff up to and including middle management. A maximum of two candidates
from any one company can be submitted.
Method of entry: Nominations by managers are invited
for railway men and women in any role who have performed above and
beyond the call of duty, to significant effect. Entries will need
to show that the nominee has promoted a positive image for railways
and made a difference for railway users. NO ENTRY FEE IS REQUIRED
FOR THIS CATEGORY.
Judging criteria: Was the nominee really just doing
what is expected from their job? What was the impact on their customers?
Who noticed the difference? Have they set a new standard? Is the
benefit lasting? This award is unlikely to be won by someone who
has made the biggest difference just because he has spent the most
money. ‘Above and beyond the call of duty’ should be
the deciding factor and the award is equally relevant to all levels
of staff. The judges may interview nominees. The judges will make
their own award for top level management, for which no entries are
required.
STATION
OF THE YEAR:
In association with Network Rail
This NRA category will bring together operating companies, Network
Rail and all the maintenance and service providers that play such
an important part in the performance of a station. The winning Station
of the Year should excel in providing a smooth, efficient and pleasant
departure and arrival point for the travelling customer.
Method of entry: Nominations are requested from
Passenger Focus, Train Operation Companies and Network Rail. NO
ENTRY FEE IS REQUIRED FOR THIS CATEGORY.
Judging criteria: Stations will be judged by Passenger
Focus and the NRA judges against set criteria that takes into account
station operations, infrastructure and maintenance, all viewed from
the customer’s point of view. The judges will place particular
emphasis on initiative and innovation in all aspects of station
presentation, management and activity aimed at making the gateway
to the railway as inviting, efficient and customer friendly as possible.
FREIGHT
ACHIEVEMENT OF THE YEAR:
This award will recognise those who have made a major contribution
to UK rail freight during the year. The winning entry may be based
on a new idea that has had a major impact, a specific one-off project,
a significant switch from road to rail, or perhaps sustained hard
‘graft’ by individuals or companies that has had a similar
impact. The winning entry could also include consistently good operational
business which has resulted in excellent service levels. The route
to entry is very open but the result must be significant, with measurable
benefits for users and/or operators of rail freight.
Method of entry: Entries may be submitted by individuals,
teams (or their managers) or companies. Entries will be expected
to show evidence of results achieved to date and forecast benefits
for ongoing improvement.
Judging criteria: Judges will be looking for ideas
or actions that have made a positive, measurable and sustainable
difference to freight operations. The effect on punctuality, reliability,
efficiency and growth will all be taken into account, as will comments
from customers and staff. Judges may also wish to interview entrants.
INNOVATION
OF THE YEAR:
Open to companies and individuals alike. Entries could focus on
customer service, a new product, operations initiatives, maintenance
and construction innovations, freight or passenger services. The
successful entry might be a single, isolated idea or specific development
which had a massive effect, or a widescale high-impact project.
This class is open to any new idea, large or small, within the railway
industry.
Method of entry: Entries can come from the innovator
(or team) or be nominated. Entries should show clear evidence of
true innovation and its positive impact on the running and effectiveness
of the railways.
Judging criteria: Is the entry a real, radical
innovation for the railway industry - or merely a rehash of something
that’s gone before? Is it better, or just different? Has it
improved service to the customer? Has anyone noticed the difference?
Are others now copying the idea? Judges may interview entrants.
SIR ROBERT
HORTON SAFETY AWARD:
One of the most important NRA categories. Safety has always been
high on public and political agendas - and rightly so. The award
could be won either by an individual or a company - what the judges
are looking for is a tangible commitment to improve safety. It’s
possible that a single action relating to an event could win - but
it’s more likely that a change that influences safety for years
to come will take the award. Equally, this award is not just about
spending money but about showing a really effective determination
to run the safest possible railway. While major incidents are always
high profile, this award encompasses all aspects of safety including
the personal safety of staff and passengers, and the judges will
take all factors into account when arriving at their decision.
Method of entry: Open to nominations from any source.
Judging criteria: Assessment here will be open
to a degree of subjectivity. Was the entered contribution to safety
willingly introduced - or forced by legislation? Will it help to
retain public confidence? Are any benefits lasting or short term?
Has there been any measurable difference in incidents? Have others
followed suit? Has it made a real difference?
CIVIL
ENGINEERING ACHIEVEMENT OF THE YEAR:
For civil engineering projects which have been completed within
the judging year, May 1 2007-April 30 2008.
Method of entry: Entered by the principal contractor/principal
designer (or by either party if the other doesn’t wish to
participate). However, the entry MUST list all major contractors
involved. Entries should outline the project and any conditions
and circumstances that were unique to the project.
Judging criteria: How will the project benefit
railway operations? What was its performance against schedules?
What was its disruptive impact on existing railway services? Did
all parties work as a team? The views of the client, railway operators
and railway users will be taken into account. Judges may visit the
shortlisted sites and/or interview the entrants.
PROJECT
OF THE YEAR:
Open to ALL projects, regardless of size (with the exception of
civil engineering, which is covered separately). It may be new trains,
refurbishment, signalling, improved customer facilities, new technology
- it really is open to any project that changes and improves the
railway.
Method of entry: Entered by the principal company
involved or by the customer (if applicable). However, the entry
MUST list all list all major contractors involved.
Judging criteria: How will the project benefit
railway operations and, most importantly, railway passengers or
freight customers? Was the project delivered on time, on-budget
and has it made a significant difference in performance and efficiency?
The judges will take all factors into account and may visit shortlisted
schemes or interview the entrants.
PASSENGER
OPERATOR OF THE YEAR:
Open to all passenger operators, whether main line, urban, metro
or light rail. The award is designed to reward operators who set
and achieve high standards of operation resulting in increased levels
of passenger satisfaction and significant increases in the use of
their services.
Method of entry: Entries will come from operators,
who will be expected to show evidence of operational excellence
which has had a demonstrably positive impact on the passenger.
Judging criteria: Whilst punctuality and reliability
are essential ingredients of good service to passengers, judges
will also be looking at the wider aspects of good customer service.
Account will be taken of complexity of operation, timetable frequencies,
value for money, investment, overcoming historical problems and,
where appropriate, research. Above all, evidence from delighted
customers will have a strong influence on the judges’ decision.
LONDON
& SOUTH EAST COMMUTER OPERATOR OF THE YEAR:
In association with Transport for London
This award is open to London and South East train operators and
Transport for London heavy and light rail operators, who run commuter
services to, from or within the London Metropolitan area. Judges
will be looking for the operator who treats passengers as valued
customers at all times, including peak hours. The winner will be
able to prove effective and sustained commitment to passengers who
rightly demand excellence, day after day, in terms of not just reliability
and punctuality, but in all aspects of customer service and the
demands of the capital (e.g. increasing passenger growth, exceptionally
high volumes, interfaces with the other capital transport systems
- bus/LUL). How the operator contributes towards assisting an integrated
transport system and the multimodal demands of passengers is another
key element.
Method of entry: Entries are invited from London
commuter operators who can show they offer more than the minimum
requirements, demonstrate that they are improving the service to
customers and, accepting that it’s not a perfect world, how
they react when things go wrong.
Judging criteria: The judges will be looking for
an operator who can show above average figures for punctuality,
reliability and frequency of service, coupled with a low level of
cancellations and complaints. How you contribute towards assisting
an integrated transport system and the multimodal demands of passengers
and how complaints are handled will be taken into consideration.
Additionally they will be looking for sustained (and sustainable)
customer-focused improvements, a willingness to invest (time and
money), value for money for the customer, and a real desire to keep
moving forward.
LONDON
TEAM OF THE YEAR:
In association with Transport for London
After politicians have spoken, strategists have come up with plans
and managers have drawn up the rosters, ordinary railway men and
women have to knuckle down and really ‘make it happen.’
This award is for the best of the teams at the sharp end; those
people who are making the railways work on a daily basis, who deliver
a unique contribution which is meeting London’s special needs
(e.g. coping with heavy traffic/customer demands). It could be a
train crew, a station team, a maintenance gang or a catering team
- the scope is wide. This important award is open to any operational
team (not management) which is working well beyond the call of duty
to make a big difference.
Method of entry: Will normally be entered by the
team’s manager - or perhaps by the customer if the team is
working as a supplier. A local users group might wish to nominate
a station or catering team. The infrastructure owner might want
to put forward a maintenance team or an operator might wish to propose
a train crew group.
Judging criteria: This is about teams who make
a real and positive difference to the railway, who really focus
on customers. The judges will be looking for evidence that the team
are working exceptionally well to take the railway forward. What
is the reaction from the passengers? Is there any supporting evidence,
or letters from customers? Was teamwork the key to success? Or an
inspirational leader? The judges will want to meet short-listed
teams and see the results of their work, on the ground.
MAINTENANCE
TEAM OF THE YEAR:
Although new projects catch the headlines, it is the day-to-day
maintenance of both infrastructure and rolling stock that makes
such a massive difference to the smooth running of the railway.
Excellent maintenance isn’t always noticed by customers, but
poor work certainly is! The judges will be looking at the entries
from the customer’s point of view. The judges will make an
award for both rolling stock and infrastructure.
Method of entry: Entries can be submitted by team
leaders, managers or from the company and must demonstrate that
the team has excelled in its work. Supporting evidence from customers
can be included and weight will be given to entries that can show
that the team has set new standards for the industry.
Judging criteria: Have targets been met or exceeded?
Has the team set standards by which others will be judged? Can they
demonstrate minimum inconvenience to customers and can they show
that their performance is measurably better than what is considered
to be the norm?
OUTSTANDING
TEAMWORK AWARD:
The Outstanding Teamwork Award recognises the powerful and motivated
teams that have such a dramatic, positive effect on the running
of the railway. Truly industry-wide, this award can be entered by
teams of just two people right through to teams of several thousand.
Remember too, a team doesn’t have to be from one company or
department, it can include members from difference sectors of the
industry working in co-operation to improve the railway.
Method of entry: Entries may be submitted by team
members, team leaders, managers or customers and will need to demonstrate
how, working as a cohesive unit, the team has made a real difference
to the operation of the railway. Teamwork rather than just a group
of individuals working together will be the telling factor and,
as always, the judges will be looking at the entries from the customer’s
perspective.
Judging criteria: Has the team made a difference
that is noticed by the customer? Has the team set new standards
that can be used as an example to others and have they demonstrated
that, by working as a team, they have become more powerful and effective
than individuals working alone?
PUTTING
PASSENGERS FIRST:
In association with Passenger Focus
‘Putting Passengers First’ recognises flexibility, responsibility
and quality of delivery of world class customer service and promoting
the achievement of outstanding service, whereby an organisation
has set a new standard to deliver customer satisfaction. It could
acknowledge a particular creative solution, developed by an organisation
or team, which has vastly improved the passenger experience. Examples
might include a new and innovative ticketing system, or a brand
new initiative that has improved the journey experience for a particular
passenger group, such as disabled travellers. Ideally, the winner
will set ambitions for the future and thus lead the way for the
industry to follow.
Method of entry: Open to nominations from any source.
Judging criteria: Entries should demonstrate initiative,
creativity and evidence of a new way of thinking in delivering first
class customer service. Does the entry greatly improve the passenger
experience? How did passengers react? Would the idea be replicable
across the rail network? Will the initiative potentially influence
the way in which customer service is delivered in the future? Judges
may visit short listed entries.
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