Railcard App Quality Management

Mae'r ymateb i'r cais hwn yn hwyr iawn. Although not legally required to do so, we would have expected Rail Delivery Group to have responded by now (manylion). Gallwch gwyno drwy yn gofyn am adolygiad mewnol.

Dear Rail Delivery Group,

The Rail Delivery Group (RDG) manages the Railcard service. 88% of Railcard app reviews at https://uk.trustpilot.com/review/www.rai... achieve Bad ratings on the Excellent / Great / Average / Poor / Bad scale.
Services such as the Google Play Store and the App Store, through which the Railcard app is distributed, collate rating review statistics that they make available to app developers.

Please provide
(1). the RDG Performance Target for the Railcard app, for example that 80% of Railcard app user ratings posted on the Google Play Store and the App Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month until the RDG Railcard App Performance Target is achieved in each of six consecutive months. This data will include data made available for the use of the Railcard app developers from the Google Play Store and the App Store that is obtained by RDG from the Railcard app developers, in addition to data obtained from other named review sites such as https://uk.trustpilot.com

Please provide this information each month by the fifth working day of each subsequent month
(a). through https://www.whatdotheyknow.com/ and
(b). via email to the Shadow Secretary of State for Transport, currently Louise Haigh MP [email address] and her successors, and
(c). via email to the Minister of State in the Department for Transport, Wendy Morton MP [email address] and her successors.

Yours faithfully,

Glen Crust

Rail Delivery Group

Dear Glen

Thanks for taking the time to write to us. I understand that you would
like to get information about the performance target for the Railcard app.

I would like to advise you that the Rail Delivery Group is not subject to
Freedom of Information Act (FOIA) since we are not a public authority.
 
I trust this information is useful, and I hope you have a lovely day.

Thanks again for contacting us, and please let me know if I can be of any
further assistance.

Kind regards
 
Ravi Kalsi
Customer Relations Team

From: [FOI #879123 email]
Sent: 15/07/2022 17:34:00
To: [email address]
Subject: Freedom of Information request - Railcard App Quality Management
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

Dear Rail Delivery Group,

The Rail Delivery Group (RDG) manages the Railcard service. 88% of
Railcard app reviews at
[1]https://uk.trustpilot.com/review/www.rai... achieve Bad ratings
on the Excellent / Great / Average / Poor / Bad scale.
Services such as the Google Play Store and the App Store, through which
the Railcard app is distributed, collate rating review statistics that
they make available to app developers.

Please provide
(1). the RDG Performance Target for the Railcard app, for example that 80%
of Railcard app user ratings posted on the Google Play Store and the App
Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month
until the RDG Railcard App Performance Target is achieved in each of six
consecutive months. This data will include data made available for the use
of the Railcard app developers from the Google Play Store and the App
Store that is obtained by RDG from the Railcard app developers, in
addition to data obtained from other named review sites such as
[2]https://uk.trustpilot.com

Please provide this information each month by the fifth working day of
each subsequent month
(a). through [3]https://www.whatdotheyknow.com/ and
(b). via email to the Shadow Secretary of State for Transport, currently
Louise Haigh MP [email address] and her successors, and
(c). via email to the Minister of State in the Department for Transport,
Wendy Morton MP [email address] and her successors.

Yours faithfully,

Glen Crust

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References

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CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of State in the Department for Transport, Wendy Morton MP
Dear Ravi,
SUBJECT: https://www.whatdotheyknow.com/request/r...
Thank you for your message. Your response did not provide or refuse to provide the information I requested. Thank you for your offer of further assistance.
I understand that the Rail Delivery Group (RDG) is not legally obliged to respond to Freedom of Information Act requests. RDG has provided information in response to one quarter of FoIA requests submitted via www.whatdotheyknow.com so we know RDG routinely responds to FoIA requests even though RDG is not required to do so by law.
In providing FoIA responses RDG recognises significant public responsibilities including accountability for regulating and controlling significant national infrastructure. This infrastructure includes the Railcard service which, as a monopoly service provider, RDG must manage without competitive accountability. 88% of Railcard app reviews at uk.trustpilot.com achieve the worst rating possible. There is a significant problem that requires action.
My FoIA request invites a management by objectives solution at rung 7 on the accountability ladder https://camhsprofessionals.co.uk/2021/04.... Your rung 4 response knows there is a problem that requires action and chooses not to act. Please send me an FoIA response at rung 8.
Looking forward to working with you to improve the Railcard app customer experience.
With best wishes,
Glen

Rail Delivery Group

Hi Glen

Thanks for taking the time to email us. I understand that you were given
information on FoIA requests earlier.

We will look into the feasibility of your request and let you know if we
can give you any information, and I will certainly get back to you within
10 working days.

I appreciate your patience and cooperation, and I hope you have a lovely
day.

Thanks again for contacting us. Please let me know if I can be of any
further assistance.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

From: [FOI #879123 email]
Sent: 21/07/2022 14:04:00
To: [email address]
Subject: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of
State in the Department for Transport, Wendy Morton MP

Dear Ravi,

SUBJECT:
[1]https://www.whatdotheyknow.com/request/r...

Thank you for your message. Your response did not provide or refuse to
provide the information I requested. Thank you for your offer of further
assistance.

I understand that the Rail Delivery Group (RDG) is not legally obliged to
respond to Freedom of Information Act requests. RDG has provided
information in response to one quarter of FoIA requests submitted via
[2]www.whatdotheyknow.com so we know RDG routinely responds to FoIA
requests even though RDG is not required to do so by law.

In providing FoIA responses RDG recognises significant public
responsibilities including accountability for regulating and controlling
significant national infrastructure. This infrastructure includes the
Railcard service which, as a monopoly service provider, RDG must manage
without competitive accountability. 88% of Railcard app reviews at
[3]uk.trustpilot.com achieve the worst rating possible. There is a
significant problem that requires action.

My FoIA request invites a management by objectives solution at rung 7 on
the accountability ladder
[4]https://camhsprofessionals.co.uk/2021/04....
Your rung 4 response knows there is a problem that requires action and
chooses not to act. Please send me an FoIA response at rung 8.

Looking forward to working with you to improve the Railcard app customer
experience.

With best wishes,

Glen

dangos adrannau a ddyfynnir

Rail Delivery Group

Hi Glen

I'm writing to you about your request. I apologise for the delay in my
response.

Even though RDG recognises significant public responsibilities including
accountability for regulating and controlling significant national
infrastructure, we are not sharing the information that you requested.

I appreciate that this is not the type of response you were expecting and
I apologise for any inconvenience  caused.

I trust this clarifies the situation.

Thanks again for contacting us. I hope you have a lovely day.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

 

══════════════════════════════════════════════════════════════════════════

══════════════════════════════════════════════════════════════════════════

From: [email address]
Sent: 22/07/2022 11:35:45
To: [FOI #879123 email]
Subject: RE: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

Hi Glen

Thanks for taking the time to email us. I understand that you were given
information on FoIA requests earlier.

We will look into the feasibility of your request and let you know if we
can give you any information, and I will certainly get back to you within
10 working days.

I appreciate your patience and cooperation, and I hope you have a lovely
day.

Thanks again for contacting us. Please let me know if I can be of any
further assistance.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

══════════════════════════════════════════════════════════════════════════

From: [FOI #879123 email]
Sent: 21/07/2022 14:04:00
To: [email address]
Subject: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of
State in the Department for Transport, Wendy Morton MP

Dear Ravi,

SUBJECT:
[1]https://www.whatdotheyknow.com/request/r...

Thank you for your message. Your response did not provide or refuse to
provide the information I requested. Thank you for your offer of further
assistance.

I understand that the Rail Delivery Group (RDG) is not legally obliged to
respond to Freedom of Information Act requests. RDG has provided
information in response to one quarter of FoIA requests submitted via
[2]www.whatdotheyknow.com so we know RDG routinely responds to FoIA
requests even though RDG is not required to do so by law.

In providing FoIA responses RDG recognises significant public
responsibilities including accountability for regulating and controlling
significant national infrastructure. This infrastructure includes the
Railcard service which, as a monopoly service provider, RDG must manage
without competitive accountability. 88% of Railcard app reviews at
[3]uk.trustpilot.com achieve the worst rating possible. There is a
significant problem that requires action.

My FoIA request invites a management by objectives solution at rung 7 on
the accountability ladder
[4]https://camhsprofessionals.co.uk/2021/04....
Your rung 4 response knows there is a problem that requires action and
chooses not to act. Please send me an FoIA response at rung 8.

Looking forward to working with you to improve the Railcard app customer
experience.

With best wishes,

Glen

dangos adrannau a ddyfynnir

To: [email address]
CC: [email address]; [email address]; [email address]; [email address]
Subject: Railcard Performance Accountability FoIA Request
Rail Passenger Services Directorate ref: 407184
Dear Jacqueline,
DfT advised me to persist with this FoIA request. I apologise for interrupting your busy schedule.
The Rail Delivery Group (RDG) manages the Railcard service. 87% of Railcard app reviews at https://uk.trustpilot.com/review/www.rai... achieve Bad ratings on the Excellent / Great / Average / Poor / Bad scale.
I made an FoIA request inviting RDG to publish the Railcard app customer satisfaction target and performance statistics, using existing data provided to the Railcard app developers by app distribution services, particularly Google Play Store and the App Store.
The FoIA correspondence including this email are published at
https://www.whatdotheyknow.com/request/r...
Accountability is the first item in RDG Values. RDG intends accountability to shape RDG culture through performance review processes
https://www.raildeliverygroup.com/about-...
This FoIA request invites a performance review. In responding RDG knows there is a problem that requires action and chooses not to act, rejecting accountability. The response publicly challenges your ability as RDG CEO to realise the Board’s commitment to RDG Values.
As a Railcard App customer, I have no interest in reading your plans to increase accountability in the RDG Railcard and Customer Care divisions - because those plans may not be realistic or successful. We only have an interest in their outcomes. Please provide Bernadette, Louise, Wendy and me with the performance target, deadline and monitoring data that my FoIA request invites.
Thank you for your help.
Glen

Glen Crust

To: [email address]
CC: [email address]; [email address]; [email address]; [email address]
Subject: Railcard App FoIA, First Monthly Performance Statistics Published

Dear Jacqueline,
Thank you for your email dated 18 August.
This response is copied to https://www.whatdotheyknow.com/request/r...

To recap, this FoIA request invites RDG to provide:
(1). the RDG Performance Target for the Railcard app, for example that 80% of Railcard app user ratings posted on the Google Play Store and the App Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month by the fifth working day of each subsequent month until the RDG Railcard App Performance Target is achieved in each of six consecutive months, through https://www.whatdotheyknow.com and via email to the Shadow Secretary of State for Transport and the Minister of State in the Department for Transport. Please also provide the information invited by the FoIA request to Bernadette Kelly and Gareth Davies via [email address]

RDG responses to this FoIA request do not provide a Performance Target or monitoring data, but your 18 August email offers to compile weekly customer satisfaction statistics using data RDG collects from the app stores and Trustpilot. To begin the publication of this data, the first monthly response to this FoIA is set out below.

(1). Railcard App Performance Target
A 2021 study reported at https://www.apptentive.com/blog/2022/07/... provides benchmark performance levels for apps in the Travel sector. In the study, 94% of iOS app ratings awarded 4- or 5-stars, 88% of Android app ratings awarded 4- or 5-stars. These represent reasonable Performance Targets for the Railcard app. I am waiting for Trust Pilot to respond to a request for corresponding benchmark data.

(2). Railcard App Performance
Rating Profiles: counts by score between 1 August 2022 to 31 August 2022
Railcard Android app. 1-star: 88, 2-star: 40, 3-star: 99, 4-star: 91, 5-star: 267
Railcard iOS app. 1-star: 161, 2-star: 39, 3-star: 111, 4-star: 334, 5-star: 3,374
Trust Pilot. Bad: 13, Poor: 0, Average: 1, Good: 0, Excellent: 0

Rating Performance Relative to Targets, 1 August 2022 to 31 August 2022
Railcard Android app. 62% of ratings awarded 4- or 5-stars. Target of 88% is not achieved.
Railcard iOS app. 92% of ratings awarded 4- or 5-stars. Target of 94% is not achieved.
Trust Pilot. 0% of ratings awarded Good or Excellent. [No target].

Please suggest a date when RDG will assume responsibility for the monthly reporting described in this FoIA request. I would be more than happy to share the sources of app store ratings data.

With best wishes,
Glen