Overview of stakeholder dialogues

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.


Content of dialogue


Effects of the dialogue on NS policy



EU institutions, CER, UIC, ERA



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


Implementation of the Fourth EU Railway Package, enhancing interoperability, ERTMS, accessibility, improving the passenger’s position, promoting sustainable mobility


National (NL)


Customers (consumers and businesses)

2, 3, 6, 11


Improved services, including:


Introduction of mobile ticketing in Journey Planner Xtra (using smartphones to purchase train tickets and travel)


Timetable, public transport smartcard, customer satisfaction, handling complaints and queries, consumer portfolio, corporate portfolio, collaboration with bus, tram and metro companies

NS Extra registration also possible for the corporate market Extension of number of customer discounts.


First test with a group of passengers of NS Flex, travelling on account (i.e. retrospective payment) for consumers


Improvement of online purchasing of train tickets and the NS Business Card


More peak routes added to the MyOV peak spread app


Reintroduction of Zomertoer ticket


Better alignment between content of newsletters and website and wishes of users


Arranging OV-fiets and storage facilities made possible when purchasing season ticket


WeekendVrij and DalVrij season tickets for first class and 65+ reduced in price as of 1-Jan-2018


Missed checkout service for Business Card and the possibility of adding a weekend product for private use


Extension of propositions for tourists with an Amsterdam Region One-Day Travel Ticket

Ministry of Finance

1, 2, 7, 13, 14, 15

Determining financial policy and the Executive Board's remuneration


Transparent reporting as per GRI


Performance of NS, remuneration, strategy, appointments, major investments, norm for returns from State participations

Progress in GRC measures


Progress in the Spoorslags Beter strategy


Foreign operations

Ministry of Infrastructure and Water Management

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


These include:


Transport Plan 2017


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

Timetable for 2018 and 2019


Product step for HSL South The Hague-Eindhoven via the HSL and expenditure of the fines for IC direct.


High-frequency service: ten-minute trains between Amsterdam and Eindhoven


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


- Extension of the times during which assistance is available. All stations with a limited assistance service will get a comprehensive assistance service.


- Pilot for single check-in/out system for the Valleilijn route.


- Administrative agreement on bicycle parking: extension of the number of storage facilities that are free for the first 24 hours.

National political bodies

1, 2, 3, 5, 6, 7, 8, 9, 10, 11, 12, 14, 15, 16


These include:


Dialogue on avoiding peak hours


NS strategy, performance, sustainability, new rolling stock, international connections, main rail network franchise (including HSL), public transport smartcard/gates, personal safety and safety in general, ERTMS, timetable, suicide prevention.

Public transport gates coming into operation


Accessibility Programme


Transparency and a level playing field


Package of measures for personal safety

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

1, 2, 4, 7, 9, 10, 11, 12, 13

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, incident investigations, clarification of legislation and regulations, privacy and providing input for market studies and consultations.

Position statements


Improving safety on the tracks


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


These include:


Realisation of Better & More


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

Cooperation on seasonal measures


Cooperation on safety and safety policy, accessibility and station development


Functionality of infrastructure for the timetabled services


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


Vision for sustainable stations



These include:

(national public transport users' forum)

1, 2, 3, 6, 7, 8, 9, 10, 11, 12

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, cooperation, service interruptions, accessibility, international connections, boarding zones, HSL services, NS strategy, M-lab innovations, new journey planner, fares.

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


Improvements in sales and service channels.

Interest groups and NGOs (including employers)

2, 5, 11, 16

Making NS’s own mobility policy more sustainable


Large employers implementing and extending the Sustainable Mobility Pledge to arrive at a set of measures with the most impact


Encouraging sustainable mobility (via employers), contributing to the SER energy agreement, social policy, CSR, sustainability ambitions, making replacement bus service more sustainable, contribution by NS to the Sustainable Development Goals.

Contribution to Spring Tide – Anders Reizen


Refining impact calculations for better investment decisions


Selection of SDG goals for 2030


Sustainability specifications in invitation to tender for replacement bus service


4, 12, 16

Implementation of the agreements 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 among staff, employees’ interests, long-term NS strategy.

Implementation of the pension plan


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


Concluding the collective labour agreement for 2017-2020


1, 2 ,4 ,5, 7, 11, 13

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


Introduction of new products and services


Sustainability, transparency, financial position, integrity, innovation, reliability, risk management, cooperation

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 for compliance regarding observance of legislation and regulations


Cooperation and innovation together with partners.


All NS-related subjects

Position statements


Improved picture of NS in line with operational performance



1, 2, 3, 4, 6, 7, 8, 9, 10, 12


These include:

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

Quality of train services, busy trains, punctuality,

New and more modern stations and redevelopment of station surroundings.


Expansion of night-time services


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, personal safety and railway safety, transport sector-wide agreements, regional franchises, noise nuisance near the railways, hub development.

Agreement about the positioning and accelerated rollout of access gates


Replacement bus transport in the event of train services being disrupted


Collective and regional objectives and Public Transport Development Agendas


Customisation in the main rail network timetable and connections to regional public transport


Optimisation study for the Amsterdam-Schiphol route


MIRT multimodal hub at Schiphol on the investment agenda in conjunction with the Greater Amsterdam timetable


Various storage facilities free of charge for first 24 hours, extension of P+R


Noise nuisance: complaints procedure via Customer Service, deployment of quieter rolling stock

Internal: central and local Works Councils, vocational training

See chapter on ‘NS as an employer’


From dialogue to impact