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


Nature of dialogue

Content of dialogue


Effects of the dialogue on NS policy

EU institutions, CER, UIC, ERA

For information and to determine standpoints

Implementation of the Fourth EU Railway Package, enhancing interoperability, ERTMS, accessibility, improving the passenger’s position, promoting sustainable mobility, encouraging better and faster train routes between urban centres in Europe (for distances of around 700 km).

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


NS’s reputation as a sustainable partner.

National (NL)

Nature of dialogue

Content of dialogue


Effects of the dialogue on NS policy

Customers (consumers and businesses)

For information, monitoring

2, 3, 6, 11


Improved services, including:


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

NS Flex goes live. Over 55,000 customers now travel with the convenience of paying in arrears.


40% discount on the IC Direct surcharge in off-peak hours to persuade customers to travel in the quieter off-peak hours rather than in the crowded trains.


Collaboration between Mecanoo, Gispen and NS on vision for train interiors in the future.


Success in changing lecture times in Nijmegen to spread students’ travel in peak times. Talks are ongoing with various cities.


NS ZitplaatsZoeker app (seat searcher) is being rolled out for various types of train. It shows where most free seats are in each carriage.


The discount when travelling together is even easier to obtain. Available as an e-ticket too as of November.


6,000 new public transport bicycles added in autumn 2018. Considerable increase in number of trips 30 % w.r.t. 2017.


GoAbout and have started pilots for sale of train tickets. Makes it even easier to introduce new groups of travellers to public transport.


Testing personal guidance for door-to-door journey in the NS Lab App (as of 3 December 2018) with personal journey calendar, real-time check-in/check-out confirmation, station maps with pedestrian directions, up-to-date personal journey information and entertainment.

Ministry of Finance

Intensive involvement

1, 2, 7, 13, 14, 15

Determining financial policy and Executive Board remuneration


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

Transparent reporting as per GRI


Progress in GRC measures


Progress in ‘Spoorslags Beter’ strategy


Foreign activities

Ministry of Infrastructure and Water Management

Intensive involvement

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




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

2018 Transport Plan


Timetable in 2019 and 2020


HSL South product steps: Eurostar and IC Amsterdam-Brussels via HSL South


Rolling stock: start deployment of New Generation Sprinter trains


International transport: faster IC Berlin train to InnoTrans


Transparency: dashboard (N.B. will be made specific)


Safety: ORBIT built in accordance with 2018 Transport Plan.

National political bodies

For information, intensive involvement

1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 15, 16




NS strategy, operational performance, sustainability, new rolling stock, ERTMS, main rail network franchise including HSL, international train connections, public transport smartcard/access gates, diversity policy, personal/railway safety, timetable, coping with winter and seasonal conditions, service at stations, suicide prevention.

Investigation into speeding up and extending international connections


Dialogue on avoiding the peak for measures to alleviate the main peak<


Accessibility programme for trains and stations


Transparency and level playing field, including at stations


Package of measures for personal safety

Supervisory authorities – ACM, IL&T, Dutch Data Protection Authority

Involvement, consulting (‘guidance’) and information

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

Improved implementation and service


Answering regular and ad hoc requests for information.
Discussing topical subjects such as achieving a more professional safety culture, market issues, acceptance of rolling stock, safety incidents, incident investigations, clarification of the application of new legislation and regulations, and providing input for market studies and consultations.

Promoting compliance




Position statements<


Improving safety on the tracks


Intensive involvement

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




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

Realisation of Better


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

(National public transport users' forum)

Intensive involvement

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




NS timetable, fares, journey information, public transport smartcard, service delivered to passengers, Transport Plan, customer satisfaction, punctuality, new rolling stock, withdrawals from service, accessibility, international connections, HSL services, NS strategy.

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


Clearer general conditions for refunds for delays


Improvements in Group Return product (implemented in 2018).


No differences between NS Flex and Pre-Paid Travel in first class fares following advice by the consumer organisations (decision of October 2018, implemented 2019).

Interest groups and NGOs (including employers)

Involvement, consultative, for information

1, 2, 3, 4, 5, 6, 9, 11, 16



Encouraging sustainable mobility (via employers), contributing to Climate Agreement, next move for NS in energy transition, circular economy, social policy, making replacement bus service more sustainable, next step in promoting accessible train travel for people with visual, motor or hearing impairments

Making NS’s own mobility policy more sustainable


Safeguard measures for encouraging sustainable mobility via employers in the climate agreement and other policies.


Collaboration with 45 major employers in ‘Anders Reizen’ coalition on implementation of measures to further sustainable mobility


Jobs created for people who are disadvantaged in the labour market


Investigation started into deployment of own assets for generating energy


Refining impact calculations for better investment decisions

Trade unions

Intensive involvement

4, 12, 16

Implementation of collective labour agreements 2017-2020 and resulting HR policy


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 Social Plan


Implementation of the pension plan


Implementation and evaluation of a packet of measures for personal safety and the Wage Tax (Implementation) Decree

Suppliers, subcontractors

Consulting and making acquaintance, negotiating conditions, making contract agreements, intensifying collaboration, innovation and development

5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16

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


Sustainability, specifying, transparency, financial position, integrity, innovation, reliability, risk management, collaboration, intensification

Introduction of new products and services


Focus on more value creation for NS


Focus on reliability and availability of products and services for business-critical processes


More attention to compliance with legislation and regulations


Agree mutual expectations with suppliers


Introduce new suppliers


Encourage cooperation and innovation with partners


For information, intensive involvement

All NS-related subjects

Position statements


Improving NS imaging in line with operational performance

Regional authorities and official representatives of the provinces, metropolitan regions and municipalities, other transport carriers and consumer organisations

Informational, negotiations, contractual agreements, crisis management, collaboration, exploring and investigating

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

New, more modern stations and redevelopment of station surroundings

Quality of train services, crowded trains, punctuality, network development, redevelopment of existing stations, public transport and railway discussion bodies, administrative coordination of the long-term infrastructure, spatial and transport programme for the northwest Netherlands, picture of the future of public transport and the Public Transport Development Agenda, national environmental strategy, timetable, cross-border transport, access gates, personal safety and railway safety, transport sector-wide agreements, regional franchises, noise nuisance near the railways, hub development

New agreements on night trains

Agreement about the installation and accelerated rollout of access gates

Tailored regional solutions for replacement bus service when train services are interrupted

Joint public transport development agendas for attractive stations and better accessibility from door to door

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

Feasibility study for high-frequency Sprinter service on the western route Amsterdam, Airport Sprinter

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

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

Formulating regional goals for the picture of the future for public transport

Eindhoven International Hub XL

Door-to-door journey (incl. MaaS projects)

Optimising the Noord-Holland North timetable

Internal: central and local Works Councils, vocational training


 See chapter NS as employer