Wednesday 20 Nov 2019
Network Rail’s National Records Group achieves BSI Kitemark for Customer Service
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The team that manages Network Rail’s infrastructure records, including the corporate archive, has always been proud of their customer service and now has a BSI Kitemark to prove their achievements. The BSI Kitemark stands for quality, safety, performance and trust. It demonstrates that a product or service is independently tested on a regular basis and will perform to a consistent quality every time.
Based at its specialist facility in York, the National Records Group is the custodian of records that help to run the railway, with over 1.5million record updates to oversee each year. Managing signalling records, electrical isolation diagrams and instructions, civil engineering records and health and safety files among others, its teams make records available on request to projects and design houses as well as Network Rail employees and external contractors working on the railway infrastructure.
To be assessed for the BSI Kitemark, companies must hold ISO 9001, the international standard for a quality management system, which the National Records Group has been certified to for more than 15 years. The Group was audited over three days in August this year against BS 8477 Code of Practice for Customer Service and ISO 10002 Customer Satisfaction, Guidelines for Complaints in Organisations, as well as providing customer feedback for the assessment.
Trevor Dawton, head of corporate records management, Network Rail, said:
“It is important to us that our customers receive a fantastic service and we are always monitoring and measuring our performance. Achieving the BSI Kitemark for Customer Service confirms that we meet the international standard and that we will be assessed on a regular basis, which gives our customers confidence in our services. It has a focus on continuous improvement, which is important to keep customers and grow our records management business.”
Anne Scorey, UK managing director at BSI, said: “Network Rail should be delighted to achieve this Kitemark, which is testament to the customer service strategy they have in place for the organisation’s records hub.
“The BSI Kitemark is a highly recognised mark of quality that consumers know they can trust when it comes to the products and services they choose to invest in.
“Many companies are already delivering exceptional service, however by having their organisation independently assessed on a regular basis as part of the BSI Kitemark process, they can prove their commitment to high levels of customer experience.”
Notes to Editors
- Pictured, left to right: Anne Scorey, UK managing director, BSI; Trevor Dawton, head of corporate records management, Network Rail; Kirsty Duggan, document control manager, Network Rail; Andrew Cook, senior engineer, Network Rail; Francis Hennigan, abnormal loads manager, Network Rail
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We own, operate and develop Britain's railway infrastructure; that's 20,000 miles of track, 30,000 bridges, tunnels and viaducts and the thousands of signals, level crossings and stations. We run 20 of the UK's largest stations while all the others, over 2,500, are run by the country's train operating companies.
Every day, there are more than 4.8 million journeys made in the UK and over 600 freight trains run on the network. People depend on Britain's railway for their daily commute, to visit friends and loved ones and to get them home safe every day. Our role is to deliver a safe and reliable railway, so we carefully manage and deliver thousands of projects every year that form part of the multi-billion pound Railway Upgrade Plan, to grow and expand the nation's railway network to respond to the tremendous growth and demand the railway has experienced - a doubling of passenger journeys over the past 20 years.