Audit Provision for the Assistance for Disabled Passengers

This is a project to assess how 5 Train Operating Companies (TOCs) manage the provision of assistance for disabled people. There are three principal elements, comprising audits of the following aspects: 1) TOC interaction with use of with the Rail Delivery Group's the Passenger Assist reservation system for booking assistance, including entering information into the RDG system, communication of booking information to station staff, and other TOCs where appropriate. 2) TOC implementation of the handover protocol for communication between departure station and destination station. 3) The overall management system used by TOCs, including monitoring wand assurance processes that TOCs have in place for how they provide passenger assistance.