IT & SOFTWARE SOLUTIONS
Getting IT right for passengers
The use of information technology has pervaded nearly every aspect of Britain’s railways with the passenger experience being a particular focus, reports Richard Mackillican
L
ike every other industry, the rail industry is now almost completely reliant on computers. Whether they are being used design to trains or improve the passenger experience, they will be a crucial part of rail’s future.
“While computers can be used to design and operate trains, they can also offer solutions to passengers’ problems,” says Jeremy Acklam, a member of the Institution of Engineering and Technology (IET) Transport Policy Panel.
“This is where a lot of the work which has been done with the IET really comes in because we have a whole range of travel specialists who focus on using clever technology to solve travel problems.
“Whether that is in joined-up travel - because the fi rst and last mile of a trip are as important as the main journey - or whether they are smarter ticketing methods - such as using mobile and internet technology to create a swifter and more effi cient
“We are coming into a new era where the wide distribution of product through technology is key for transport operators to sell, for example, long distance rail and integrated journeys.
Jeremy Acklam
booking process - all aspects need to come together so the passenger can feel confi dent the journey they are going to purchase is actually what they want.
“For me, there is a great deal in rail to be learned from other travel industry modes, particularly the airline industry, which has had global product distribution systems for a long time.
“These systems were fi rst used by travel agents to sell tickets but are now used directly by the customer online, using their mobile phone. Of course, this will also apply to the way passengers travel on rail.
66 | rail technology magazine Dec/Jan 11
“The web has put the focus on making life easier for the passenger and the vast majority of efforts being made in transport now are about removing complexity.”
The use of technology to integrate travel plans is a prime
example of this – whether it is a mobile phone application which tells you where the nearest tube station is, or a website which brings together all of a passenger’s travel requirements and offers them a fully integrated travel solution, such as the journey planner function on the Transport for London website.
Along with making life more convenient for passengers, technology will also refl ect physical changes in the travel
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