Stakeholder dialogue diagram

The table below summarises the wide range of dialogues between NS and its stakeholders. The numbering refers to the themes from the material relevance matrix


Type of dialogue

Content of dialogue


Effects of the dialogue on NS policy



EU institutions, CER, UIC, ERA

For information and to determine standpoints



Strengthening the position of the passenger and representing NS’s position as the key rail passenger carrier in the Netherlands


Fourth EU Railway Package, enhancing interoperability, ERTMS, accessibility, improving the passenger’s position, advice on how the UN system can benefit sustainable mobility


National (NL)


Customers (consumers and businesses)

Informational, monitoring

1, 2, 6, 13


Improved services, including:


Lowering the prices of Weekend Freedom and Off-Peak Freedom 1st class


Timetable and public transport smartcard, customer satisfaction, handling complaints and queries, consumer portfolio, corporate portfolio, cooperation with bus/tram/metro (BTM) companies

Introduction of mobile ticketing: purchasing a train ticket by mobile phone and using it for travel


Refunds for delays also available online for e-tickets


Nationwide rollout of NS Extra (personal benefits and alerts after forgetting to check out)


improved information (number of carriages and shortened trains)


Pilot letting consumers travel on account, together with the ANWB


Participation of students in MyOV: personal benefits for spreading out the peak on busy routes


Introduction of Split Payment: business and personal travel with the NS Business Card


Introduction of NS Business Collective: freedom for staff to travel at a custom rate based on actual use


Fixed Budget pilot: maximum travel budget per staff member 


Intensive involvement

6, 7, 8, 11, 14, 15

Determining financial policy and the Executive Board's remuneration

Ministry of Finance


Transparent reporting as per GRI


Performance of NS, the profitability requirement, remunerations, strategy, appointments, major investments, norm for returns from State participations

Changes to the governance (articles of association)


Strategic reorientation of NS


Irish leasing company


Foreign operations

Ministry of Infrastructure and the Environment

Intensive involvement

1, 2, 3, 4, 5, 6, 9, 10, 13, 14


These include:


Transport Plan 2017


NS performance, main rail network franchise, reliability, transport capacity, the door-to-door journey, HSL South train services, safety, public transport smartcard, accessibility, timetable

Package of measures to tackle crowded trains


Bicycle Parking covenant


Timetable for 2017 and 2018


Decision on high service frequencies on the A2 corridor


Package of personal safety measures and High Impact Crime approach with Ministry of Security and Justice


investigation of HSL South

National political bodies

Informational, intensive involvement

1, 2, 3, 4, 5, 6, 8, 9, 10, 11, 12, 14


These include:


Accessibility Programme


New NS strategy, performance, main rail network franchise, public transport smartcard/access gates, new rolling stock, international connections, winter measures, safety (including personal safety), ERTMS, Fyra, timetable

Transport Plan 2017


Transparency and a level playing field


Extra measures for personal safety


Working visits for new rolling stock

Supervisory authorities – ACM, IL&T, Personal Data Authority

Involvement, consulting (‘guidance’) and information

4, 6, 8, 9, 10, 11, 14, 15

Improved implementation and service


Promoting compliance


Responding to standard and ad hoc requests for information.



Discussing current topics such as professionalisation of the safety culture, market (and other) issues, admitting rolling stock, safety incidents, investigations of incidents, clarification of legislation and regulations, privacy

Position statements


Improving safety on the tracks



Intensive involvement

1, 2, 3, 4, 5, 6, 9, 10, 13


These include:


Realisation of Better & More


Long-Term Rail Agenda, timetable development, performance of the rail system, availability of infrastructure, safety

Cooperation on seasonal measures


Cooperation on safety and safety policy


Functionality of infrastructure for the timetabled services


Introduction of the ProRail dashboard for day-to-day performance on the tracks


Vision of sustainable stations


Intensive involvement

1, 2, 3, 4, 6, 8, 9, 10, 14


These include:


A better train product by processing timetable suggestions made by consumer organisations


NS timetable, tackling crowded trains, fares, journey information, public transport smartcard, services for passengers, transport plan, customer satisfaction figures, punctuality, new rolling stock, service interruptions, accessibility, international connections, boarding zones, HSL services, NS strategy

Changes to the choices regarding journey information and starting the process for developing a broadly supported vision of journey information resources


A more widely supported pricing policy

Interest groups and NGOs (including employers)

Involvement, consultative, informational

5, 6, 12, 13

More rapid implementation to make traction greener (now 2017 instead of 2018)


Large employers implementing and extending the Sustainable Mobility Pledge


Encouraging sustainable mobility, contributing to the SER (Social and Economic Council of the Netherlands) energy agreement, social policy, CSR, sustainability ambitions, the Dutch Climate Coalition, making replacement bus/coach transport more sustainable, contribution by NS to the Sustainable Development Goals

Event for sustainability contacts and partners, to Westermeerwind wind farm


Contribution to the National Climate Summit


Spring Tide NS sustainability event


Translation of impact calculations into investment decisions


Determining the materially relevant SDG indicators


Intensive involvement

4, 12

Implementation of the arrangements in the collective labour agreement for 2015-2017 and the HR policy pursuant to them


Implementation of the Social Plan


Collective labour agreement, personal safety, pension plan, social plan, personal and social consequences of organisational changes, signs suggesting satisfaction or dissatisfaction of staff, employees’ interests

Implementation of the pension plan


Implementation of a packet of measures for personal safety and the decision to implement them




Consulting, negotiating, contractual agreements, intensive involvement

5, 6, 7, 8, 13, 14, 15

Realisation of CSR objectives (by making the entire chain more sustainable)


Introduction of new products and services


Innovation, costs, sustainability, reliability, performance of suppliers (including IT services), cooperation with NS, compliance with legislation and regulations, payment schedules

Focus on more value creation for NS


Focus on reliability and availability of products and services for business-critical processes (IT and Maintenance)


More attention to the risks associated with compliance with legislation and regulations


Cooperation and innovation together with partners


Informational, intensive involvement

All NS-related subjects

Position statements



Informational, negotiation, contractual agreements

1, 2, 3, 4, 6, 8, 9, 10, 14


These include:

(Administrators and official representatives of the provinces, metropolitan regions and municipalities)


New and more modern stations and redevelopment of station surroundings


Quality of train services, crowded trains, punctuality,

Nachtnet expansion (night trains)


development and redevelopment of existing stations, Spoortafel discussion bodies, picture of the future of public transport and the Public Transport Development Agenda, timetable, cross-border transport, access gates, physical and personal safety, transport sector-wide agreements, regional franchises, noise nuisance near the railways

Agreement about the positioning and accelerated roll-out of access gates


Replacement bus transport in the event of train services being disrupted


Collective and regional objectives and Public Transport Development Agendas

Internal: central and local Works Councils, vocational training

See here


    From dialogue to impact

    This diagram shows the cycle for our stakeholder dialogues and how they influence our policy.