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 dialogueContent of dialogue Effects of the dialogue on NS policyEuropean EU institutions, CER, UIC, ERAFor information and to determine standpoints11 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, monitoring1, 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 ShareholderIntensive involvement6, 7, 8, 11, 14, 15•Determining financial policy and the Executive Board's remunerationMinistry 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 operationsMinistry of Infrastructure and the EnvironmentIntensive involvement1, 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 SouthNational political bodiesInformational, intensive involvement1, 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 stockSupervisory authorities – ACM, IL&T, Personal Data AuthorityInvolvement, consulting (‘guidance’) and information4, 6, 8, 9, 10, 11, 14, 15•Improved implementation and service •Promoting compliance Responding to standard and ad hoc requests for information.•Transparency 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 ProRailIntensive involvement1, 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 stationsLOCOVIntensive involvement1, 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 policyInterest groups and NGOs (including employers)Involvement, consultative, informational5, 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 indicatorsUnionsIntensive involvement4, 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 •TimetableSuppliersConsulting, negotiating, contractual agreements, intensive involvement5, 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 partnersMediaInformational, intensive involvementAll NS-related subjects•Position statementsRegions Informational, negotiation, contractual agreements1, 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 AgendasInternal: central and local Works Councils, vocational trainingSee here From dialogue to impact This diagram shows the cycle for our stakeholder dialogues and how they influence our policy.