National Rail Enquiries product range

Improving real time information on
stations
Intelligent Transport Systems (ITS)
Glasgow 2010
Jason Durk
Head of Passenger Information
Agenda
1. “PIDD” overview
2. The problem with CIS…
3. Overview of “Darwin”
“PIDD” Overview
(Passenger Information During
Disruption)
Understanding customer
dissatisfaction
•
•
•
•
•
•
•
57% How the company dealt with delays
15% Punctuality and reliability
6% Speed of the overall journey
6% Ease of getting on / off the train
3% Frequency of the service
3% Cleanliness of the train
10% other
Industry-wide initiative
• High-level PIDD Steering Group set up
• Contains representatives from:
– Train Operators
– ATOC
– Network Rail
– Passenger Focus
– Office of Rail Regulation
– National Task Force
PIDD analysis
• Carried out an end-to-end analysis of
„the problem‟
• Identified 49 steps in getting information
from site to passenger
• Separated the 49 steps into 4 Workstreams
PIDD PROCESS – KEY ASPECTS
Incident Management
Site Actions
Control Ops
Actions
Information Formulation &
Dissemination
Management
Involvement
TOC Control
Info Actions
Customer Information
Provision
NRCC Info
Actions
Station Info
On Train Info
Internet Info
Phone
Info
Clear
understanding of
problem/issues
Early Holding
Message to all
points
Engagement of
appropriate (On
Call) managers
Provision of initial
holding message
Input of regular
summary
messages to NRE
systems
Mobilisation for
enhanced
customer support
Regular liaison
with signaller/
Control as
necessary
Disruption
information overtly
available/flagged
Knowledgeable
operators who
understand
disruption issues
Problem broken
into key parts &
prioritised
Mobilisation and
co-ordination of on
site resources
Problem key parts
and strategy
verified
Provision of
regular core
messages
Liaise with TOC/
FOC/NR controls
Enquiries via
available IT
systems
Regular liaison
between Driver &
Guard and Guard
& OBS/CATs
Regularly updated
information
Regularly updated
information
Correct operational
and technical
resources
mobilised/engaged
Implementation of
Ops Contingency
Plans
Estimates common
sensed
Information on
operational tactics
Input changes to
NRTD
Liaison with Hub
Station/or Control
Good quality
regular PA
announcements in
accordance with
defined script/spec
Consistent with
other sources
Disruption
information offered
when affecting
chosen journey
Provision of robust
estimates in line
with emerging
Plans
Triggering of Major
Service Disruption
arrangements
Actions prioritised
& tactics agreed
Respond to station
staff enquiries
Monitor impact of
incident
Supplementary
CIS/PA
announcements
Visual information
via On Board PIS
system
Linked to choices/
alternatives where
possible
Information that is
consistent with
other sources
Clear separation of
Operations and
Customer Service
responsibilities
Prioritised Plan
disseminated
Respond to
traincrew enquiries
Enhance predictive
forecasts as
necessary
Displaying Special
Notices etc.
Enhanced levels of
support (Customer
Info & Care)
Escalation to
appropriate (On
Call) managers
Implementation of
pre-defined Major
Service Disruption
arrangements
Supervise CIS/PA
systems
Response to
individual
passenger
enquiries
Responding to
emerging
customer special
needs
Estimates of
resumption of
services
WORKSTREAM 1
WORKSTREAM 2
WORKSTREAM 3
WORKSTREAM 4
Linked to choices/
alternatives where
possible
…the 4 workstreams
1. Information about incident from site
– timely accurate assessments
2. Consistent decision making within Control
– joined-up contingency planning
3. One version of information from Control
– consistent messages regularly updated
4. Delivery channels
– how staff/passengers access information
…the 4 workstreams
1. Information about incident from site
– timely accurate assessments
2. Consistent decision making within Control
– joined-up contingency planning
3. One version of information from Control
– consistent messages regularly updated
4. Delivery channels
– how staff/passengers access information
3 fundamental areas
1. Approved Code of Practice to bring
consistency within Controls
2. Core Messages to provide a consistent
message to staff and passengers
3. Improve the quality of CIS information
© National Rail
Enquiries
3 fundamental areas
1. Approved Code of Practice to bring
consistency within Controls
2. Core Messages to provide a consistent
message to staff and passengers
3. Improve the quality of CIS information
© National Rail
Enquiries
The problem with CIS
CIS overview
Circa 80 different systems currently in
operation in the UK
• Varying levels of information input
• Varying levels of functionality
• Varying levels of information quality
CIS for dummies
CIS – Information quality
Mass
Detectors
Functionality
Timetable
Topology
Station(s)
CIF
ESG
TSDB
TD
GPS
TRUST
NRG
Industry
data
sources
CIS – Journey integrity
CIS area
Station
STD
ETD
A
1301
1341
B
1320
1320
Journey
CIS area 1
A
B
Journey
CIS area 2
Approx
70%
What do we do?
Control
Incident
Infrastructure
Tyrell
Manual notification of changes
CIS Operators
Franchise 1
A
B
Journey
Franchise 2
Just a few examples of how
this manifests itself…
© National
© National
What is the answer?
• Basically, we need a system that:
–
–
–
–
takes national data feeds
uses one single source of information
is easy to manage
keeps going when we need it to…
• National Rail Enquiries already has a
solution that does all of this – “Darwin”
Overview of “Darwin”
What is Darwin?
•
•
•
•
It‟s a „National‟ Real Time Database
It takes national movement data
It takes all schedule updates from Tyrell
It already powers:
–
–
–
–
NRE‟s Real Time Journey Planner
Live Departure Boards / CIS – FGW and NXEA
TrainTracker / TrainTracker Text / SMS alerts
Nexus Alpha‟s JourneyCheck Departure Boards
What‟s the plan?
• Carry out a Phase 1 Pilot
on the West Coast
• Feed all Virgin Trains
stations with Darwin data
• Roll out nationally to 2014
What changes?
• Single solution - improves
quality and consistency
• TOCs are empowered – full
control of their services
• Create a „virtual‟ CIS
bubble across the UK
© SOLCIS LTD
34
Darwin CIS Journey Integrity
Darwin GUI
Tyrell GUI
A.N.Other GUI
NRG
TD
TRUST
GPS
TSDB
Darwin
E
S
G
Journey
Station
Controller
CIS GUI
CIS Server
35
Station(s)
Any questions?
Jason Durk
Head of Passenger Information
National Rail Enquiries
jason.durk@atoc.org
© National