Information Technology Excellence of the year LONDON MIDLAND
In 2009, London Midland was suffering the effects of poor customer satisfaction and declining passenger advocacy, following a period of unreliability on its routes into London. While train punctuality quickly recovered, satisfaction and advocacy lagged behind. In an economic and competitive environment where only the fittest would survive, a step change in approach was needed to change perceptions and get people talking positively about London Midland.
By engaging with the social media tool
Twitter, London Midland created a whole new personality that not only changed people’s perceptions of the brand, but set new standards in customer service for the entire rail industry.
SIEMENS MOBILITY Siemens has provided a new line management system (LMS) as part of the overall upgrade to the Victoria Line. The new LMS was completed on time and on budget, without requiring any shutdowns of the line for installation.
As well as being a required part of the overall upgrades, the LMS offers integrated management of all communications systems, improved passenger safety with fault detection and emergency telephone system, as well as an ergonomic interface to minimise staff training. It can also analyse activity, produce service KPIs for managers and provide email service alerts.
EAST MIDLANDS TRAINS East Midlands Trains introduced a Best Fare Finder planning tool to its website, which has led to market-leading growth amongst other positive results. As a result of the tool, East Midlands
Trains has seen a 63 per cent increase in volumes through the site, 30 per cent improvement in conversion across the site and 49 per cent increase in other train operator sales via the site, thanks to the introduction of a nationwide Best Fare Finder. East Midlands Trains has also seen a five per cent overall increase in average transaction value and a five per cent gain in market share.
Balfour Beatty Rail
FIRST CAPITAL CONNECT Getting accurate real-time information quickly is very challenging – and failure to receive good information leads to either incorrect information or no information being given to customers. First Capital Connect felt there was a need to improve the information tools given to its customer-facing staff, especially gate-line staff, who are usually the first person customers approach. First Capital Connect wanted its staff to
Southern Railway
feel confident in information provision and to enable the member of staff to receive – and then pass – valuable, accurate, timely and relevant information to customers. The gate-line computer is the perfect tool for the job.
Siemens Mobility Page eighteen
NORTHERN RAIL In January 2010, the rail industry’s first online sickness absence management system went live at Northern Rail. The Skylight system has provided line managers with detailed information and support on managing sickness for the first time, and has also given senior
managers their first ever overview on causes of absence, and how rigorously sickness management processes are being followed. Since the tool has been introduced,
improvements in day-to-day sickness management have seen absence fall to record lows, and a new strategic programme to manage staff well-being is now being developed. The system was developed by Northern Rail and cost 20 per cent of the price of off-the-shelf tools, which provide a less comprehensive service.
CROSSCOUNTRY
After taking its catering operation in- house during 2010, CrossCountry wanted to implement a system that completely and seamlessly integrated all processes in the catering logistics chain. The answer lay in Colin, an online-based system that would revolutionise the way the business co- ordinated its complex catering operation. In short, Colin would firstly make the process of delivery catering products to CrossCountry’s train services consistent and, secondly, it would give customers new and improved payment options – delivering the service they crave and deserve.
CUBIC TRANSPORT SYSTEMS AND TFL Cubic and Transport for London (TfL) have worked together since 1998 on delivering the most successful smartcard system in the world, now covering rail, light rail, and underground services. Cubic and TfL took the opportunity of a new contractual arrangement to make the Oyster system more flexible and resilient, and to improve the network communications that support it. These were significant changes to the IT systems that underpin London’s transport network. The new arrangements, now being implemented, have helped to ensure the continued smooth running of a highly complex transport system.
SOUTHERN RAILWAY (TICKET ON DEPARTURE MACHINES) In 2010 Southern, in partnership with ticket vending machine (TVM) specialists Shere, completely overhauled its TVM facilities. With web ticket sales and pre- paid ticket collection on the increase, Southern’s network of machines was coming under considerable strain. The result was longer queues at machines, hampering the passenger experience and
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