Current focus: Accessibility of the rail network and Passenger information during disruption (PIDD)I’m currently the Policy lead on accessibility at Transport Focus and have been managing our recent input to the Office of Rail and Road (ORR) on operator Accessible Travel Policies. This meant reviewing draft policies against ORR guidance and commenting on whether they provide disabled passengers with the information they need. The accessibility of transport is not new to me as a subject, but I’m keen to learn more about the problems faced and how the sector can make further improvements. The knowledge of stakeholders and the experiences of end-users have to be key to that. (PIDD) Dissatisfaction with the way that train operators handle disruption is the biggest driver of passenger dissatisfaction in Great Britain. Transport Focus provides consumer advocacy aimed at improving passenger experience during disruption, caused by both ad-hoc incidents and planned engineering works.As an example of how I've helped achieve that I developed, and conducted, passenger-focused reviews on the quality of core messages issued during incidents. Advising what could have been better from the passengers’ perspective. I've also helped align good practice with passenger requirements and championed specific improvements where there is passenger detriment. Other duties include:- Supporting policy development through providing advice, based on in-depth analysis of rail passenger issues. -Producing documents and reports for publication e.g. passenger attitudes towards rail staff.- Developing and Managing research projects- Leading policy team input to cross-organisational work strands; specialising in rolling stock design, personal security and passenger information during disruption.- Respond to industry consultations significant to the end user.

A thriving supporters' club for exiled and non-exiled Pompey fans, who seek like minded souls to share the roller coaster ride that is Portsmouth FC. The Supporters club was first founded in 1951, and as its Chairman for the past ten years or more I've tried to continue the fine work of my predecessors. (please note I have stated July 2007 as the start date so that my current employer is listed first. I was actually Secretary of the Supporters club from July 2007 to July 2009 before becoming Chairman)Duties shared with the Committee have included:- Building and maintaining relationships with backroom staff at the football club - Representing the Supporters Club at meetings of the PFC fans Conference - Organising match-day tickets for club members (both for league games and one off games of interest such as the FA Cup Final)- Liaison with the PFC Fans Liaison officer with regards to Player of the Season presentations and attendance of PFC staff and players at club events - Contributor/Editor of the supporters clubs' regular news letter and author of website and programme articles - Organising social events and the Annual General Meeting - Design and procurement of club merchandise

As Senior Committee Administrator I managed and oversaw the workload of the Committee Servicing Team, and was responsible for planning and organising a programme of public meetings, for both the London TravelWatch Board and Olympic Task Force (2012). Line managed a small team of committee administration staff. Significant topics of discussion/debate organised for the London TravelWatch Board included: The Shard of Glass project (arranging speakers from key partners undertaking the development of a multi model transport interchange at London Bridge station); speaking to the 'poorest-performing' Train Operating Companies (arranging presentations from Managing Directors of those companies with a focus on what remedial action could be taken); proposals for the development of a West London Tram network (key supporters and opponents were invited to present their views on the scheme) Other duties included: - Producing minutes for public record - this included creating and agreeing new guidelines for the production process of minutes and reports, in tandem with the development of a new house style - Co-ordinating the research, drafting and distribution of reports, to inform Board members about issues for consideration at meetings- Making sure Board members agreed clear policy on each of the issues considered, and that follow-up actions identified by the Board were undertaken and reported- Leading the Committee Servicing team through two major restructuring exercises that resulted in the reallocation of key duties and responsibilities - Responding to external consultations: for example, I prepared formal responses to the Draft Olympic Transport Plan based on information from the Government’s Transport Committee reports, London Borough Councils and views of LTW Board members.

Reporting to the Senior Committee Administrator the main purpose of my role was to ensure that agendas and papers for sub-committees were sent to Board members within formal timescales. Other duties included: - to ensure that follow up actions arising from sub-committees, sub-groups on specialist topics and member panels were undertaken within prescribed timescales- to maintain an accurate record of decisions reached by committee members and actions to be undertaken by the secretariat- timetabling the programme of meetings for the forthcoming year

The overall purpose of the post was to provide day to day management of the Casework Team. This involved providing guidance and advice to members of the team in their approach to different kinds of casework and case handling, as well as consulting with colleagues on specialist issues such as safety. As manager I was responsible for monitoring the workloads of team members to ensure efficient and effective allocation of workload and assessing incoming correspondence for salient points to raise with operators. I had to assess suggested referals to the organisations' Casework Review Panel/Chief Executive in order to ensure they were appropriate for further appeal; summarise new cases and circulate to members of the panel documentation and information on which they could base a decsision. After each meeting of the Casework Review Panel I was then responsible for taking forward any member recommendations with the operator and informing complainants of the final outcome of their appeal.

To investigate incoming appeal complaints from passengers whose previous representations to transport operators had not been dealt with to their satisfaction. As a caseworker I then had to present each appeal to the relevant operator and explain what actions LRPC wanted to be taken in order to achieve the best possible result for the passenger. Where a satisfactory outcome could not be achieved a report on the case had to be prepared for LRPC's Members Review Panel - the final stage in the appeals process. The post required: clear and concise writing skills; the ability to liaise and negotiate with a range of organisations and deal with members of the public by telephone and in person; the creation and maintenance of accurate records using Charter database to create an audit trail; making site visits to locations across the London transport network to establish facts; and explain the outcome of the appeal to the complainant.