#17780 - National Contact Centre

Description

The National Contact Centre is a key part of Network Rail’s Putting Passengers First (PPF) programme and continuity in services are essential as The National Contact Centre acts as a first point of call for any health and safety related incidences and risks that may arise on Network Rails infrastructure. This can include, but is not limited to; - Bomb/terror threats - Suicidal callers - Members of the public on the track - Vandalism of perimeter gates/fencing which could result in members of the public gaining access to the track or Network Rails critical infrastructure The National Contact Centre also handles telephone calls, emails, direct mail, social media and letters from Network Rails “core audiences”. These are typically identified as communities, local authorities or businesses which are either impacted by our works and/or are within 500 meters of the railway boundary (line side neighbours). This group is also represented by Members of Parliament, Members of the Scottish Parliament and Welsh Assembly members. It is estimated that 22 million people across the mainland UK fall within this category.