In a move to further the agenda in understanding the CSR/stakeholder/EWRM link, a new series of private information exchange sessions with stakeholders addressing CSR risks for global business practice will be conducted. Subjects will include priority areas such as supply chain and materials sourcing, sub-contracting and environmental impact monitoring. Our purpose is to identify and prioritise our own risks and learn through case history and market experience the best practice for our needs. In addition to creating an international benchmarking process, the conclusions will influence internal policy direction and critical components of the EWRM strategy.

The community has stated its case in terms of expectations as stakeholders, in particular in the areas of comfort, safety and reliability. Better, more frequent engagement as exemplified by the award-winning public communications exercise staged in response to an attempted arson attack serves as a blueprint for future engagement.

To better gauge and track customer expectations, two surveys were undertaken in 2004 for the purpose of identifying and taking action on the gaps in our passenger services. Notwithstanding overall perceived improvement, steps in the areas of crowding, air-conditioning and incident recovery are being undertaken to bring us in line with best practice.