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Refurbishment


implemented in rail stations to enhance the customer journey. The Virtual Assistant is a projected image which uses state of the art technology to create the illusion of a real person. It is one of the most innovative and engaging digital signage products available today and is perfect for promotional, advertising and informational messaging, presenting the customer with the experience of receiving information from a live member of staff.


As the technology allows for common questions to be answered automatically, it frees up members of staff to perform other duties such as operating ticket booths, which will in turn shorten queuing times.


This technology is already found in airports across the world and we will start to see a greater number in major train stations over the next year. A Virtual Assistant would be a perfect solution to assist with passenger way-finding when a station re-opens after a refurbishment.


European attitudes to queuing Across Europe, attitudes to queuing are different to the UK. In rail station refurbishments in Germany and France, virtual queue management systems are a common site and allow customers to wait in a dispersed queuing environment. Within the station, customers go to a kiosk


and select their service or travel destination. They are then able to wait in a seated area before being called forward to a specific cashier desk to complete their transaction. This is a far more informal strategy as customers are not forced to stand within a regimented queuing structure. This less formal method of customer flow lends itself well to international rail travel, where customers tend to arrive with more time to spare before their departure. We may see a greater number of these queue


management systems


in the UK in the coming years as high-speed rail connections across the country allow for international travel.


Architects might be able to create beautiful spaces for a transport hub, but if customer movement is not efficiently managed and


controlled, that hub won’t be able to fulfil its primary use - yet another reason why the customer experience should be at the heart of station design. For more information, contact Kevin Hickson, general manager at Tensator. Visit: www.tensator.com


ISS Transport is part of the ISS Group, a global leader of Facility Services. ISS Transport specialises in developing high quality and cost effective tailored service solutions to customers within the Transport Industry, supporting them to achieve their business objectives.


Central to our service provision is Customer engagement, Control, Consistency and Continuous improvement


Services include :


M&E, Fabric maintenance, Cleaning – Fleet, Stations, Depots and Offi ces


Graffi ti removal, Track litter picking, Landscaping and track vegetation control


Winterisation, Waste management, Security services


24 hour central helpdesk


Certifi ed in house PTS trainer (NSARE approved)


ISO 9001,14001,18001, Link-up Approved


For more information on how we could help you, please contact us:


While we are highly visible, a lot gets done behind-the-scenes.


Dominic Galvin – M&E Electrician & Stuart Holdsworth – Building Fabrics Telephone: 0845 057 6175 FACILITY MANAGEMENT | CLEANING | S E CU R I T Y | PROPERTY | CATERING | SUPPORT SERVICE | www.uk.issworld.com ISS026 HP Advert Railway news v2.indd 1 March 2013 Page 55 03/01/2013 16:03


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