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.