Vision, mission and objectives

Our vision is to ensure that operators, funders and regulators of transport systems:

'put passengers first'

This will be achieved by our mission of:

'getting the best deal for passengers'

In doing so, we aim to promote and uphold the following set of values which are fundamental to our work and mission:

  • focused on consumers - making a difference for all passengers
  • being useful
  • efficient
  • credible, basing our work on research
  • respect for our people
  • accountable and transparent.

Please follow the link below to view Passenger Focus's work plan 2012-13:

Passenger Focus work plan 2012-13

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What are Passenger Focus's priorities?

Passenger Focus is a relatively small organisation. We make work priority choices based on passengers’ priorities and resources. These are evidence-based from our research. In developing our work priorities we ask:

  • is the issue of direct concern to passengers?
  • how many passengers will be affected and how serious is the actual or potential impact?
  • will addressing the issue improve the service and / or deliver significant improvements to the passenger experience?
  • do we have the resources to deal with the issue?
  • are we best placed to focus on the subject?
  • is the issue within our remit?

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What are Passenger Focus's long term ambitions?

Passenger Focus has a number of longer-term ambitions. The work plan for 2012-13 represents the first step in that direction. 

By 2015 Passenger Focus wants to:

  • re-enforce our position as the leading Great Britain passenger representative organisation
  • secure a three year funding agreement for the Bus Passenger Satisfaction survey, similar to the agreement underpinning the Rail National Passenger Survey
  • create a new legal entity to allow Passenger Focus, without losing sight of its core statutory responsibilities and accountabilities, to work on a broader range of passenger issues and to use income to re-invest in its core business
  • boost the credibility, reach and accessibility of our research and evidence base
  • radically increase match funding of research projects
  • continue to have staff that want to work at Passenger Focus
  • demonstrate high levels of accountability and transparency in our work.

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