Case Study

Southeastern’s Innovative Integrated Approach to Enhancing Customer Information

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Relevant RTS critical priority(ies): Easy to use for all

Research shows that giving passengers better quality and more timely information improves satisfaction with the way that planned disruption is managed. Clear, consistent, correct and concise information is crucial, with higher awareness of disruption leading to greater acceptance of alternatives for a journey.

Southeastern, in partnership with Worldline and Fabrik Communications, has delivered an innovative programme of improvements to customer information, including to its Customer Information System (CIS), which drives CIS displays and automated PA announcements, and the introduction of a new live map and information management system.

Underpinning the improvements, a web-based application has been designed in collaboration with Fab Digital to allow control staff to deliver a better customer experience during disruption. For example, automatically monitoring trains that have been stationary for a period on one easy-to-use console, so that no service is missed and passengers can make other arrangements, as well as identifying stations that will see a significant service gap considering on-the-day service changes. Southeastern’s control room can also identify imminent issues and pre-empt them using an easy-to-use time graph that prioritises issues based on immediacy or severity, prioritising key train services and monitoring them in real-time.

A dynamic rail map provides customers with an overview of the current network status, presented graphically for ‘at-a-glance’ viewing, and enables them to click-through to a live departure board to drill down and see the impact of any changes on their journey. Disruption is presented using easy-to-understand traffic light indicators, showing the service status between each adjacent station against a simple definition. The map also presents information on alternative bus, tube and rail routes that are relevant to journeys around the point of disruption.

 

Oct 2023

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