📋 Tender Overview
A programme of improvements to customer information have not only benefited Southeastern train passengers but have had a much wider benefit to the whole rail industry.A programme of improvements to customer information have not only benefited Southeastern train passengers but have had a much wider benefit to the whole rail industry culminating in success at Fridays Railway Innovation Awards organised by Modern Railways.Southeastern won the Innovation Award in the Passenger Experience category following a sustained programme of investment and improvement in partnership with Worldline and Fabrik Communications.Video showing dynamic route map from Fabrik CommunicationsJohn Till Southeasterns Head of Information Delivery saidFirst and foremost our customers want a reliable punctual and affordable service but were acutely aware that they want to be kept informed on when their service is expected which platform it is on and whether theres any delay or cancellation.Research shows us that giving passengers timely accurate information can improve satisfaction levels with the way that planned disruption was managed.Thats why we work to the principles of four Cs for information delivery clear consistent correct and concise.Higher awareness of disruption also leads to greater acceptance of the alternatives our customers can cope better with disruption and bus replacements if theyre able to plan for it.Were proud of this award which has resulted from a winning collaboration with our partners to develop ground-breaking innovative and industry-leading enhancements with our Worldline Customer Information System CIS driving CIS displays and automated PA announcements and the work weve done with with Fabrik Communications to introduce new and innovative tools such as our live map and information management system.We constantly monitor the service we provide on board our trains and at our stations through a mixture of mystery shopping and auditing measuring key aspects of facilities and customer service. When it comes to customer information our regular audits show that up to four in five passengers score us highly. But we wont stop there.Johnny Astbury Chief Executive Officer of Worldline UK and Ireland said Here at Worldline we understand how important clear and concise communication is for customers especially in the context of transport and mobility.We are proud to have had the opportunity to work in partnership with Southeastern and Fabrik to make integral improvements to passenger information systems and improve the passenger experience. Innovation and cooperation are core values of Worldline and it is great to see them in practice.Stewart Wells Senior Project Manager for Fabrik Communications said Fabrik is proud to have been involved in the development of the Dynamic Rail Map and Information Management System with Southeastern.As rail users ourselves we have a passion for using technology to improve the customer experience for rail users a vision that we know Southeastern also share. We look forward to working closely with John and his team on future enhancements.Improvements have includedA more personal approach Our announcements are now not only more informative but they also have a personal touch. For example delay information has been simplified and enhanced to become more passenger-friendly Were sorry that the 1002 service to London Charing Cross has been delayed and is now expected to arrive at 1028 this is due to a trespasser on the line. Accurate delay information Trains used to be advertised as being delayed without any further indication as to how late they are. We now provide extra information so passengers have the reassurance that the train is moving as the current location updates. In response to customer feedback from early morning commuters we have worked in collaboration with Worldline to enhance the CIS system to make announcements during times when the CIS is usually silent.Event-driven announcements We now can schedule announcements based on specific events such as terminating trains. These are particularly useful during engineering work when passengers need to know about the replacement bus service. When applicable a phrase is added to the end of announcements advising passengers that they may be entitled to compensation. Advertising the unavailability of lifts and toilets It is vital that train travel is accessible to everyone and this enhancement allows passengers the opportunity to board a different service with working toilets should they choose. This is particularly important for those with medical conditions. If a passenger with limited mobility plans to travel to a station where the lifts are out of order they need to be made aware beforehand. This functionality has been enhanced to provide passengers with the details of the nearest alternative station on the same line of the route that has step-free access.Warning of Future Delays WoFD enhancements Passengers are now informed not only of the risk of a delay but also the reason for the delay to their train before it reaches the disrupted part of its route. Typical train crowding levels This benefits passengers as they can make an informed decision on which service they wish to travel on to avoid being on an overcrowded service or unable to sit. Enhanced information for partially cancelled and terminated services Previously when a train was delayed and the route amended details of the missed stations were only provided in the pre-departure announcement which didnt give passengers sufficient notice to alter their travel plans. Now missed calling points information is included in the first announcement as is the next fastest train to the cancelled stations.
