Translink NI Railways Ticket Office Staff Guidance and Training

Ronald Stanley made this Freedom of Information request to Northern Ireland Transport Holding Company

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Northern Ireland Transport Holding Company,

Please can you provide me all of the training and gudance materials given to trainee and in-post Translink NI Railways ticket office or travel ticket sales staff.

Just to clarify, I am not interested in any security related cash handling matters!

Yours faithfully,

Ronald Stanley

FOI, Northern Ireland Transport Holding Company

Dear Mr. Stanley,

Thank you for your request for information, received by our FOI e-mail facility on 11 May 2015. This will be dealt with under the terms of the Freedom of Information Act 2000. A fuller response will issue within the statutory response period of 20 working days.

Yours sincerely,

Janice Davidson
Freedom of Information Co-Ordinator
For and on behalf of Translink

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FOI, Northern Ireland Transport Holding Company

Dear Mr. Stanley,

 

Further to my earlier, brief acknowledgement I am now in a position to
respond more fully to your request under the Freedom of Information Act
2000.

 

At the outset it should be noted that training in a dynamic sales office
is a career-long programme, with system modifications and changes to
operational practices being introduced as and when necessary.

 

In considering how best to address your request we found it difficult to
establish exactly what information we might usefully provide.  However
with a view to being helpful and to discharge our statutory FOI
obligations, and to be as positive as possible in our interpretation of
your request, below is a summary of the types of areas of training which
are relevant to this particular sphere of operation.

 

·         Translink Induction day – employment policies and procedures
such as Health & Safety at Work, Company Rule Book, Terms and Conditions,
Customer Service Provision, Revenue Protection, Uniform Provision, etc.

·         Cash Handling Policy

·         Petty Cash Policy

·         Point of Sale Ticketing Machine

·         Hand-Held Ticket System diagnostic training

·         Seat Reservation System

·         Credit/Debit Card Terminal

·         National and International Ticket Type – best value

·         Internal Computer/Account systems

·         Customer Service

·         Pay-in cash balancing

·         Annual Clerical Appraisal to ascertain if additional training in
any particular area is needed

 

I trust the foregoing deals with the various queries which you raised.  If
you are not satisfied with this response you may request a review by
writing to the Translink Director of Human Resources & Organisational
Development, who has overall responsibility for Freedom of Information and
Data Protection issues within the Northern Ireland Transport Holding
Company/Translink organisation.  Correspondence should be addressed to the
above-mentioned at: Translink, 22 Great Victoria Street, Belfast BT2 7LX.

 

If we are then unable to resolve any complaint that you may have, you may
refer the matter to the Information Commissioner who will make an
independent judgement.  The address of the Information Commissioner is:
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.  The address of
the Information Commissioner’s Office for Northern Ireland is: 3rd floor,
14 Cromac Place, Gasworks, Belfast, BT7 2JB.

 

Yours sincerely,

 

 

Janice Davidson

FOI Co-ordinator

For and on behalf of Translink

 

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Dear Northern Ireland Transport Holding Company,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Northern Ireland Transport Holding Company's handling of my FOI request 'Translink NI Railways Ticket Office Staff Guidance and Training'.

I specifically requested "training and gudance materials" not a list of training subject headings.

By this I meant, for example, any training course handouts, electronic files used for training or printed or electronic reference materials kept at point of sales. This list is not exhaustive.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/t...

Yours faithfully,

Ronald Stanley

FOI, Northern Ireland Transport Holding Company

Dear Mr. Stanley,

Your request for a review of Translink's response to your FOI request has been relayed in accordance with the process previously outlined.

Feedback following the review process will be issued in due course.

Yours sincerely,

Janice Davidson
FOI Co-ordinator
For and on behalf of Translink

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Fiona McKenzie, Northern Ireland Transport Holding Company

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Dear Mr Stanley,

 

Further to earlier correspondence, I am writing regarding your request for
information, received on 11 May 2015. In that request, you asked us for
“all of the training and guidance materials given to trainee and in-post
Translink NI Railways ticket office or travel ticket sales staff”.  We
note from your correspondence that you are not interested in any security
related cash handling matters.

 

In your communication of 10 June you requested an internal review of this
organisation’s handling of your FOI request and clarified that what your
request for training and guidance materials “meant, for example, any
training course hand-outs, electronic files used for training or printed
or electronic reference materials kept at point of sales. This list is not
exhaustive.”  it is only in your most recent communication of 10 June that
you clarified with precision what it is you are seeking, and in the
circumstances we consider that an internal appeal is pre-emptive at this
stage; there can be no appeal as such when we have not had a first
opportunity to respond to your more precisely framed request  – albeit you
write under the banner of your original request.

 

We now recognise what you would like to receive, while noting that your
request is explicitly non-exhaustive, which is not overly helpful nor in
keeping with FOI legislation which requires that requested information be
specified.  Examples of the areas of training which are relevant to this
particular sphere of operation and for which there are documents available
are:-

 

o Translink Induction day – employment policies and procedures such as
Health & Safety at Work, Company Rule Book, Terms and Conditions,
Customer Service Provision, Revenue Protection, Uniform Provision,
etc.
o Cash Handling Policy
o Petty Cash Policy
o Point of Sale Ticketing Machine
o Hand-Held Ticket System diagnostic training
o Seat Reservation System
o Credit/Debit Card Terminal
o National and International Ticket Type – best value
o Internal Computer/Account systems
o Customer Service
o Pay-in cash balancing
o Annual Clerical Appraisal to ascertain if additional training in any
particular area is needed

 

Please advise which of the listed items you would like to receive and if
there are any omissions to the list you wish to appeal.  In the interim,
as a good will gesture we hereby enclose some core policies and induction
materials whilst we await your further response. 

 

We enclose:-

 

sent out)

 

We await confirmation from you at your earliest convenience as which of
the items listed above and, not already provided, you wish to receive and
further, if there is anything in particular you would wish to receive
which is not included in our list. 

 

Yours sincerely,

 

 

 

 

 

Fiona McKenzie

028 9025 8118   Ext 3801 4118

 

 

Fiona McKenzie

028 9025 8118   Ext 3801 4118

 

Journeys and more at www.translink.co.uk

 

 

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Translink is a trading name used by any one or more of the companies under
the ultimate ownership of the Northern Ireland Transport Holding Company
(NITHC). The Group comprises NITHC as parent company which owns Citybus
Limited (which also trades as “Metro”) (NI009039) Flexibus Limited
(NI006724) NIR Travel Limited (NI021091) Northern Ireland Railways Company
Limited (NI006929) Ulsterbus Limited (NI006725), Translink (NI) Limited
(NI006673) and Travel NI Limited (NI017638) - each of which is registered
in Northern Ireland and has its registered office at 3 Milewater Road,
Belfast BT3 9BG.

 

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Fiona McKenzie, Northern Ireland Transport Holding Company

Dear Mr Stanley,

 

Further to earlier correspondence, I am writing regarding your request for
information, received on 11 May 2015. In that request, you asked us for
“all of the training and guidance materials given to trainee and in-post
Translink NI Railways ticket office or travel ticket sales staff”.  We
note from your correspondence that you are not interested in any security
related cash handling matters.

 

In your communication of 10 June you requested an internal review of this
organisation’s handling of your FOI request and clarified that what your
request for training and guidance materials “meant, for example, any
training course hand-outs, electronic files used for training or printed
or electronic reference materials kept at point of sales. This list is not
exhaustive.”  it is only in your most recent communication of 10 June that
you clarified with precision what it is you are seeking, and in the
circumstances we consider that an internal appeal is pre-emptive at this
stage; there can be no appeal as such when we have not had a first
opportunity to respond to your more precisely framed request  – albeit you
write under the banner of your original request.

 

We now recognise what you would like to receive, while noting that your
request is explicitly non-exhaustive, which is not overly helpful nor in
keeping with FOI legislation which requires that requested information be
specified.  Examples of the areas of training which are relevant to this
particular sphere of operation and for which there are documents available
are:-

 

o Translink Induction day – employment policies and procedures such as
Health & Safety at Work, Company Rule Book, Terms and Conditions,
Customer Service Provision, Revenue Protection, Uniform Provision,
etc.
o Cash Handling Policy
o Petty Cash Policy
o Point of Sale Ticketing Machine
o Hand-Held Ticket System diagnostic training
o Seat Reservation System
o Credit/Debit Card Terminal
o National and International Ticket Type – best value
o Internal Computer/Account systems
o Customer Service
o Pay-in cash balancing
o Annual Clerical Appraisal to ascertain if additional training in any
particular area is needed

 

Please advise which of the listed items you would like to receive and if
there are any omissions to the list you wish to appeal.  In the interim,
as a good will gesture we hereby enclose some core policies and materials
whilst we await your further response. 

 

We enclose:-

 

Customer Service Manual

Translink Complaint Handling Policy

Employee Charter

Training and Development Policy

 

We await confirmation from you at your earliest convenience as which of
the items listed above and, not already provided, you wish to receive and
further, if there is anything in particular you would wish to receive
which is not included in our list. 

 

Could you please provide me with an address so that I can forward the
above policies and manual.

 

Yours sincerely,

 

 

 

 

Fiona McKenzie

028 9025 8118   Ext 3801 4118

 

Journeys and more at www.translink.co.uk

 

 

show quoted sections

 

 

Translink is a trading name used by any one or more of the companies under
the ultimate ownership of the Northern Ireland Transport Holding Company
(NITHC). The Group comprises NITHC as parent company which owns Citybus
Limited (which also trades as “Metro”) (NI009039) Flexibus Limited
(NI006724) NIR Travel Limited (NI021091) Northern Ireland Railways Company
Limited (NI006929) Ulsterbus Limited (NI006725), Translink (NI) Limited
(NI006673) and Travel NI Limited (NI017638) - each of which is registered
in Northern Ireland and has its registered office at 3 Milewater Road,
Belfast BT3 9BG.

 

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