A European punctuality standard stating that a train is only deemed to have been delayed if it arrives at least five minutes late.
The rail line between Eindhoven and Amsterdam.
Routes with systematic problems in terms of punctuality, connections or smooth progress of the journey for specific groups of passengers. NS and ProRail are jointly putting in extra effort on these routes to reduce the delays and improve customer satisfaction.
Controlled changes in the train traffic when there is an impending threat of a situation to which it is vulnerable, e.g. snowfall, extreme cold or a major storm front. A modified timetable creates more space on the tracks. Fewer trains will be running, which reduces the chance of train traffic getting clogged up.
Punctuality of arrival
The extent to which train arrival times in practice match up with the timetable. In general, punctuality is an important way to measure the implementation of the planned process for the timetable.
The ATB-vv (automatic train protection and warning system – improved version) is a system that also automatically stops trains in front of signals at danger at speeds of under 40 km/h. The system is an adaptation of the ATBEG (automatic train protection and warning system – first generation).
Value for the yearly minimum level of performance required for a performance indicator.
Withdrawal from service
A planned train-free period in the timetable for maintenance, renovation or repair work. This means infrastructure is allocated for track renovation and not for train traffic. Withdrawals from service are arranged by ProRail in consultation with the carriers.
An agreement by which a governmental body outsources all or part of the commercial operation of an economic activity to a third party, which then bears the risk of that commercial operation. The Dutch authorities have awarded the commercial operation of the main rail network to NS for the period from 2015 to 2025.
The planning of a transport service in terms of times and places.
The ‘Sustainability Dossier’, an annual monitor that NS uses to assess its reputation for sustainability among consumers.
The objective is to reduce the amount of energy needed to supply products or services. NS is improving its energy efficiency by maximising the use of modern trains with lower energy consumption, such as the Sprinter Light Train (SLT), and by upgrading old trains to modern trains that are more economical in energy terms. Energy consumption is also reduced through energy-efficient driving and energy-efficient stabling of trains. To this end, we keep track of the Energy Efficiency Index.
European RailTraffic Management System. The new European safety system on the railways that will in the longer term replace the ATB (automatic train protection and warning) system.
An e-ticket or online ticket is an access or travel ticket that is ordered and provided over the Internet.
The NS FLIRT is an electrically powered type of train used by Nederlandse Spoorwegen. These trains were built by the Swiss train builder Stadler Rail and are based on that company’s FLIRT 3 platform. The trains are intended in the first instance to relieve the rolling stock shortages and to cope with growth in passenger numbers on the main rail network. The FLIRt (Flinker Leichter Innovativer Regionaltriebzug) features light and space in the interior.
Main rail network
The rail network on which Nederlandse Spoorwegen (NS) has the exclusive right to run passenger trains.
A delimited zone indicated by blue signs within which a train always stops. One sign shows the start of this boarding zone and the other sign shows the end. By placing this boarding zone differently at every station (at the front, middle or back of the train), it should be possible to distribute passengers much more effectively over the length of the train.
A passenger train that provides a rapid connection between locations, stopping in principle only at the larger, more important stations. This means that the Intercity (IC) is highly suited to long-distance travel.
By analysing our impact on the materially relevant themes and providing information about it, we can enter into a dialogue with our stakeholders about those themes and target our efforts to increase our positive impact and decrease our negative impact.
A platform that NS staff can go to if they have any questions about integrity, compliance and risks, or where they can report any such issues.
The opinions formulated by passengers about the services provided by NS.
A place where numerous roads, tracks or other modalities come together.
Long-Term Rail Agenda
A step forward in quality on the railways is needed if all these wishes and ambitions are to be met. With that in mind, the Ministry of Infrastructure and the Environment drew up the Long-Term Rail Agenda in 2012.
Level playing field
A fairness principle that focuses on creating conditions in which different bidders are able to make competitive bids based on their specific characteristics and starting from the same baseline.
Removal of limitations and barriers to access to the transport market by governmental bodies, which makes competition possible.
LOCOV, the national public transport users' forum, is where consumer organisations represent the interests of rail passengers. They do so by holding discussions with and advising Nederlandse Spoorwegen (NS), ProRail and the Ministry of Infrastructure and the Environment. The consumer organisations advise NS, ProRail and the ministry.
The entirety of legislation and regulations that describes which companies may be active on the market and under what conditions. Proper market regulation aims to set up the markets in such a way that their social functioning is optimised. The aim must be to find a balance between market forces and regulation.
Withdrawal of rolling stock
Taking rolling stock out of service for maintenance or repairs.
The mix of the importance to stakeholders on the one hand and the actual impact that NS can have on the topic on the other.
A check to assess whether the execution of the franchise activities by NS has resulted in the improvements required for the Long-Term Rail Agenda.
Environmental profit and loss statement
A profit and loss account in which the ‘value’ of environmental impacts on society is calculated.
A free programme for passengers with a personal public transport card (OV-chipkaart), allowing them to benefit throughout the year from personalised services, exclusive benefits and special offers.
Service enabling passengers to travel on all public transport without a balance. Payment is made in arrears via direct debit.
Public transport card (OV-chipkaart)
Means of payment for public transport in the Netherlands. The public transport card is valid for train, bus, tram and metro services.
OV Service Shop
A new service concept with service shops – information desks at stations where customers can get help with all their questions about travelling by train straight away. The various carriers are cooperating closely in the OV Service Shops.
A maintenance method in which fault repairs on a train take place in a specially configured rail pit, which shortens the throughput time of the repairs and increases seating capacity for passengers.
Performance indicator: general customer satisfaction with the domestic main rail network
The general customer satisfaction figure gives the percentage of passengers who give their journey a score of 7 out of 10 or higher.
The scope covers passengers in trains operated by NS under the franchise for the main rail network for 2015-2025. These are all domestic trains that serve the stations mentioned in the Main Rail Network Decree. The Intercity direct, Thalys, IC Berlin, IC Brussels and ICE trains are covered by a different customer satisfaction survey and are not included in this customer satisfaction figure.
Performance indicator: general customer satisfaction with HSL South services
The general customer satisfaction figure for HSL South services gives the percentage of passengers who give the services for their journey a score of 7 out of 10 or higher.
The scope covers trains that NS operates as HSL South services, namely Intercity direct and Thalys. Passengers are asked (only while on Dutch territory) whether they are prepared to take a customer satisfaction survey.
Performance indicator: customer satisfaction with personal safety on the train and at the station
The customer satisfaction figure for personal safety on the train and at the station is the percentage of customers who give a score of 7 out of 10 or higher for their perception of safety in the train and on the station respectively during daytime or in the evenings after 7:00 p.m. The scope covers passengers in trains operated by NS under the franchise for the main rail network for 2015-2025. These are all domestic trains that serve the stations mentioned in the Main Rail Network Decree. The Intercity direct, Thalys, IC Berlin, IC Brussels and ICE trains are covered by a different customer satisfaction survey and are not included in this customer satisfaction figure.
Performance indicator: passenger capacity at peak times
Passenger transport capacity at peak times gives an indication of the likelihood of a passenger finding a spot during the rush hour in any arbitrarily chosen train. The number of places available at peak times includes standing room in second class.
The scope of the indicator covers all trains operated by NS under the franchise for the main rail network for 2015-2025. These are all domestic trains that serve the stations mentioned in the Main Rail Network Decree, with the exception of Intercity direct, Thalys, IC Berlin, IC Brussels and ICE.
Performance indicator: focus routes for passenger capacity at peak times
This percentage indicates the probability of a passenger being unable to get a seat on one of the preselected 10 busiest routes during the rush hour.
Performance indicator: passenger capacity at peak times on HSL South services (domestic)
Passenger capacity at peak times on domestic HSL South services indicates the likelihood that passengers in the Intercity direct in second class can get a seat during rush hour in the busiest train on working days on the route used most by passengers (Schiphol to Rotterdam and vice versa). The chance of getting a seat is expressed as a percentage.
This indicator only applies to the Intercity direct. Seats can be reserved on the Thalys, so passengers are guaranteed a seat; this therefore falls outside the scope of this indicator.
Performance indicator: punctuality for passengers (indicator to be achieved jointly with the infrastructure operator)
Punctuality for passengers gives an indication of the percentage of passengers for whom the train journey went as scheduled in terms of the journey time. That means the train actually ran, that the train was delayed by less than five minutes on arrival at one of the 35 measured points and that people changing trains were able to make their connections.
The scope covers all trains operated by NS under the franchise for the main rail network for 2015-2025. These are all domestic trains that serve the stations mentioned in the Main Rail Network Decree, with the exception of Intercity direct and Thalys, but including IC Berlin, IC Brussels and ICE.
Performance indicator: punctuality for passengers on the HSL South services (insofar as attributable to NS)
Punctuality for passengers on the HSL South services gives an indication of the percentage of Intercity direct and Thalys (domestic part of the route) passengers for whom the train journey went as scheduled. That means the train actually ran and that it was not delayed by an amount of time exceeding the norm, insofar as this is attributable to NS.
The scope covers Intercity direct and Thalys at all stations where the arrival statistics are measured (Amsterdam Central Station, Schiphol, Rotterdam Centraal and Breda).
Performance indicator: information on the train and at the station about disruptions
This indicator is an unweighted average of the information provided about disruptions inside the train or at the station respectively and it gives the percentage of the total number of measured disruptions in train services for which information is given inside the train or at the station respectively through announcements and/or screens.
Scope: Quality measurements are also made for all trains and stations where the questionnaire staff go for customer surveys. Measurements are made for trains operated by NS under the franchise for the main rail network for 2015-2025. These are all domestic trains that serve the stations mentioned in the Main Rail Network Decree.
Performance indicator: journey information in the train travel chain
Journey information in the train travel chain gives a picture of the accuracy and timeliness of journey information that NS sends via the InfoPlus system to all subscribers, such as the screens at stations. Journey information in the train travel chain is specifically about delayed departures and changes to departure platforms.
This indicator states whether the journey information provided five minutes before the actual departure of the train was correct if there was a delayed departure or a platform change with respect to the annual plan. The information is deemed correct if it is determined after the event that the actual measured departure time deviated by less than three minutes from the information provided and the actual departure platform as measured matches the information provided. This performance indicator gives insights into the extent to which correct information is sent to the subscribers. This does not take account of any faults in the signs at the stations.
The scope covers all stops made by passenger trains of all operators in the Netherlands that have a planned departure time and departure track.
The extent to which train departure and/or arrival times in practice match up with the timetable. Punctuality is an important way to measure the implementation of the planned process for the timetable.
Travelling on account
A payment method for public transport in which passengers pay after the event and therefore do not need to have a balance on their public transport card.
A unit for the distance that an individual passenger covers using a particular mode of transport.
Punctuality for passengers
The journey time of the customer including all connections with respect to their journey plan (travel advice that was issued, for instance). This is measured at 47 points.
The risk appetite of an organisation expresses the nature and scale of the risks that an organisation is prepared to accept in order to realise its business objectives.
The NS Service Forum is a place where customers can go with questions or tips about travelling with NS. They can discuss things with other passengers here. In addition, the NS social media team is present in order to answer questions.
Spoorslags Beter ('On track for improvement')
Name of the new strategy that was presented on 1 March 2016. With this strategy, we are focusing on our core activities with the aim of improving performance for passengers. Spoorslags Beter focuses on achieving the agreed franchise KPIs by 2019.
New Generation Sprinter
Working title for the third generation of the NS Sprinter trains. These new trains will be available from 2018 onwards for passenger transport.
The people or groups who are affected by our actions and whose actions have an effect on our organisation and services.
A stakeholder dialogue is an essential element of the sustainability report. In a stakeholder dialogue, all the groups of stakeholders are asked questions based on influence. A stakeholder dialogue gives an organisation a clear picture of what is important for its stakeholders. On the one hand, it helps in determining the focus of accountability for social matters. On the other, it provides inspiration and input for further development of strategic sustainability policy.
Station Experience Monitor
A tool used for measuring how passengers perceive the stations. Passengers at all railway stations in the Netherlands are asked to give an assessment and perception of the stations and station areas.
Value for the level of performance required for a performance indicator in 2019 and 2024.
An undesired, non-technical case of a red sign not being observed (signal passed at danger).
The NedTrain vocational school for train technology where pupils work and learn at the same time, with a job as the end result.
The Transparency Benchmark is a tool provided by the Ministry of Economic Affairs and Climate Policy for improving reporting on social matters within the Netherlands. The Transparency Benchmark gives a picture of the way in which the largest Dutch businesses report their CSR activities.
Train Experience Monitor
A tool for studying how changing elements in the train can affect the scores passengers give for the quality of the trains.
This gives the number of accidents resulting in sickness absence (including those accidents where it was possible to find replacement work) expressed in numbers per million hours worked.
The capacity of a train to carry a number of passengers.
Fourth European Railway Package
On 30 January 2013, the European commissioner Siim Kallas presented the Fourth European Railway Package. The European Commission is aiming to use the Fourth Railway Package for further reforms of the railway sector, which it believes is performing poorly, to promote innovation and encourage better services in order to stimulate growth.
The weighted average cost of capital.
Sickness absence is the time during which a permanent employee is absent due to illness. The sickness absence commences on the first day on which the person concerned should be working but is absent. The sickness absence ends on the day on which the person concerned has recovered, or after 730 days. Working a limited number of hours (not under a therapeutic return to work programme) is not qualified as sickness absence but as a light shift.
The capacity in terms of numbers of seats in a train for carrying passengers.
Standard in which the numbers of passengers are compared against the number of available seats in the train.
Functionality in the NS Extra app that passengers can use to see where seats might still be available in the train.