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East Anglia

East Anglia

What is happening now?

In August 2016 the Department for Transport (DfT) awarded the East Anglia contract to Abellio. The new franchise will start in October and will run for nine years.


Between February 2012 and October 2016 these services were run as part of the Greater Anglia franchise, which was also run by Abellio. The franchise was re-named “East Anglia” to account for the fact that responsibility for running some London suburban services had transferred to Transport for London. Abellio, First Group and National Express were the shortlisted bidders.

Our role in the franchising process

We met with the DfT to determine our input to the next franchise replacement process and held detailed discussions to identify key issues. These discussions were informed by research into passengers’ current experiences and aspirations for the future franchise, which we commissioned in autumn 2014 and published in 2015. As part of this project, and to inform a separate piece of research into Customer Reports, we asked passengers to give their initial reactions to Abellio Greater Anglia’s Annual Report to Customers.

As part of the DfT’s stakeholder consultation into the future of rail services in East Anglia it held a series of events across the region. We attended and presented a variety of our research to show how passengers feel about their current services and highlight their priorities for improvement.

We also supported Transport Systems Catapult in holding four Innovation Workshops. These encouraged people to share innovative and inspiring ideas which will influence investment in the railways in East Anglia over the coming years.

We responded to the consultation and published that response on our website.

We provided advice to the DfT on the bidders’ delivery plans for the Customer Experience elements of the tenders.

To view our National Rail Passenger Survey reports or to access these and our appeal complaints data through our Data Explorer tool, please click on the links below:

   NRPS                                                                         Data explorer

 Transport Focus reports and publications

August 2015

July 2015

March 2015

March 2015

July 2013

Rail passengers’ experiences and expectations of the East Anglia franchise – research report

Transport Focus response to the East Anglia consultation

What passengers want from Customer Reports – summary report

Abellio Greater Anglia Customer Report and research presentation

Passenger Focus submission to the DfT on the Greater Anglia franchise direct award

Click here for key Department for Transport publications

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