Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
TPI13 was an international conference with speakers from the US, Canada, Denmark, Germany, and Sweden as well as from a range of UK TOCs and national rail-orientated organisations. Not surprisingly, many concerns overlapped with an emphais on the effect of WiFi, GPS, Social Media, and the role of Staff. Also, not surprisingly, different countries and (within the UK) different organisations were developing systems and solutions at varying paces and perhaps re-inventing the wheel?
Of course, the Rail Industry is complex - especially in the UK - yet the passengers' (information) needs are simple: I want to know how to get from A to B; I want reassurance that I am getting from A to B; if delayed, I want to know when I have to leave A to get to B / if I left A when I will get to B.
It was good to hear speaker after speaker recognise that such needs are valid, and to learn that much effort is being put into meeting them more effectively. It was also good to hear about efforts to inform and involve front-line staff in meeting passengers' needs, especially during disruption. There is a danger that in the excitement of the technical solutions being developed, it is forgotten that the most reassuring way of meeting a passenger need is the sound of a human voice or the actual physical presence of an informed member of staff empowered to take the appropriate action.
From the point of view of my blog, it was good to see all three TOCs involved in the Conference and all displaying a leading-edge approach to enhancing the information being made available to their passengers. Long may such pro-active approaches continue from +Chiltern Railways +London Midland and Virgin Trains
Sunday 24 March 2013
Transforming Passenger Information 2013 - speakers from Passenger Focus
Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
The 'Customer Experience' aspect of the Conference was presented by two speakers from Passenger Focus
CEO Anthony Smith was one of the opening Keynote Panel speakers, emphaising that passenger trust is a key issue, and that a reliable service and good information are two components which go to build that trust. Information needs to be timely, accurate, consistent, and useful. Thus a departure screen which says that a service is on time after the shown departure time has passed is NOT a good way of building trust. Likewise, it would appear that many TOCs don't check their web sites to ensure that an accurate message is displayed, nor do they check the National Rail Enquiries web site for their services!
Interestingly, the National Passenger Survey for Autumn 2012 saw the Provision of Information being a 5% driver of overall satisfaction BUT How Train Companies dealt with Delays was a 52% driver of dissatisfaction.
His overall message: at any station, passengers need to know ....
The 'Customer Experience' aspect of the Conference was presented by two speakers from Passenger Focus
CEO Anthony Smith was one of the opening Keynote Panel speakers, emphaising that passenger trust is a key issue, and that a reliable service and good information are two components which go to build that trust. Information needs to be timely, accurate, consistent, and useful. Thus a departure screen which says that a service is on time after the shown departure time has passed is NOT a good way of building trust. Likewise, it would appear that many TOCs don't check their web sites to ensure that an accurate message is displayed, nor do they check the National Rail Enquiries web site for their services!
Interestingly, the National Passenger Survey for Autumn 2012 saw the Provision of Information being a 5% driver of overall satisfaction BUT How Train Companies dealt with Delays was a 52% driver of dissatisfaction.
His overall message: at any station, passengers need to know ....
- is the train coming ? / when is it coming ?
- Visual and audible information should be the norm at every station
- With trains tracked (GPS on all trains?) to make it accurate
- Passengers should not have to gaze up the line wondering
- Accurate, timely, consistent and useful information Why? Because it allows passengers to make informed decisions about what they can do
- Once caught up in a problem .... “how long will I be?” Why? Because it allows passengers to judge the impact on their day
- Attitude and empathy of staff is a key factor ... Treat me (the passenger) with respect; Recognise my plight; (accept that) You got me into this, help get me out
- Help me (the passenger) avoid the problem in the first place!
For this last point, he suggested that:
- What do passengers need to know now about what is likely to happen later - Be proactive when passengers might doubt all will be perfect later/tomorrow (snow, floods, earlier disruption)
- Tell the regulars when a temporary timetable being put in (whether through Day A for Day B, or by making on the day cancellations)
- Warn passengers who are booked on trains you know will be affected – come earlier, come another day ...
- Where ticketing rules stop passengers deciding ‘never mind I’ll go tomorrow instead’, change the rules!
- What do passengers need from ‘line of route’ alerting (as distinct from alerts about a particular train)? Are current products meeting that need?
Research shows that passengers appreciate an announcement on a train within two minutes of an unscheduled stop. Also appreciated is the use of PLAIN English rather than 'railway speak'.
Finally he reinforced the message that the information about disruption must be consistent across ALL sources under a TOC's control. He made a particular plea for Retail sites to carry disruption information as a matter of course.
Relevant research from Passenger Focus is available on the PF web site....
- Passenger information: a vision, July 2008 (joint research with National Rail Enquiries)
- Delays and disruption: rail passengers have their say, December 2010
- Rail passengers' experiences during the snow, March 2011
- Information: rail passengers’ needs during unplanned disruption, September 2011 (joint research with Southern)
- Passenger Focus assessment of online information provided to rail passengers during high winds January 2012
- Short and Tweet: how passengers want social media during disruption, June 2012 (joint research with Abellio)
Saturday 23 March 2013
Transforming Passenger Information 2013 - speakers from LondonMidland
Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
For some reason (!) +London Midland seemed to provide the TOC speakers on information during disruption...
Matthew Clarke, Passenger Services Manager LondonMidland, tackled the need for a 'Disruption Mode' to be implemented when matters go seriously wrong. He described how LM, First Capital Connect, and East Midlands Trains are cooperating on an information system to meet the suggestion from Passenger Focus that "it would be better to display only those trains that are running - rather than force passengers to hunt for them amid an array of departures showing cancelled or delayed"
The outcome of this work will be local station and other displays with a 'current major disruption' warning displaying ONLY those trains KNOWN to be running to or from the station. This will be backed up with pre-programmed 'alternative route' displays when ticket acceptance by other rail and bus operators comes into force.
All being well, the enhanced information system will come into play in May 2013.
David Whitley, Head of Marketing LondonMidland, spoke on "Using Social Media to deliver passenger information during disruption" - LM of course tweet as @LondonMidland and David himself is @DavidWhitley74
David's key advice on the Twitter effect:
For some reason (!) +London Midland seemed to provide the TOC speakers on information during disruption...
Matthew Clarke, Passenger Services Manager LondonMidland, tackled the need for a 'Disruption Mode' to be implemented when matters go seriously wrong. He described how LM, First Capital Connect, and East Midlands Trains are cooperating on an information system to meet the suggestion from Passenger Focus that "it would be better to display only those trains that are running - rather than force passengers to hunt for them amid an array of departures showing cancelled or delayed"
The outcome of this work will be local station and other displays with a 'current major disruption' warning displaying ONLY those trains KNOWN to be running to or from the station. This will be backed up with pre-programmed 'alternative route' displays when ticket acceptance by other rail and bus operators comes into force.
All being well, the enhanced information system will come into play in May 2013.
David Whitley, Head of Marketing LondonMidland, spoke on "Using Social Media to deliver passenger information during disruption" - LM of course tweet as @LondonMidland and David himself is @DavidWhitley74
David's key advice on the Twitter effect:
- Assess Impact calmly
- Draw information from several sources
- Evolve the service through interaction
- Promote self-service tools that Tweet recipients can access
- Has good Company Knowledge
- Has awareness of alternative routes
- Can link effectively with Control
- Has the patience of a saint...
- Has a VERY thick skin
Transforming Passenger Information 2013 - Darwin - National Rail Enquiries / Virgin Trains / Chiltern Railways
Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
Darwin - a central source that feeds consistent information through different mediums
David Johnson, Programme Manager +National Rail Enquiries , kicked off the session on Darwin with an overview of this 3 year programme to rationalise information systems and improve the consistency, quality and timeliness of customer information at rail stations.
By 2015 it is expected that Darwin will interface to the Customer Information Systems at 2000 stations - systems provided by Atos, Amey, Ketech, Siemens, and Funkwerk.
The core functionality of Darwin is a National Data Store with a single Prediction Engine which takes information from Train Operating Company Control Staff through the Tyrell messaging system and through dedicated Darwin workstations to push information out to station CISs and to third party outlets.
The key advantage of Darwin is it replaces the current interconnected (or not) prediction engines driving individual TOC CISs
Francis Jellings, Head of Information Technology Virgin Trains, picked up on the lessons learnt as Virgin Trains acted as a pilot for Darwin in mid-2011. Virgin was chosen as it manages just 17 stations...
Birmingham International went live on 31 May 2011 and the final station, Crewe, went live 7 July 2011.
Implementing Darwin has helped Virgin increase the National Passenger Survey Information about Train Times/Platforms score on its London-Manchester route to almost 93% satisfaction.
The key challenge of implementing Darwin was the tight timetable for training 76 station announcers in the new 'automated' system. The ongoing technical challenges remain the data feed from 40 year old TRUST, and the lack of an automatic failover system (one is promised).
The hope for the future is that Darwin will feed a Real-Time On-Board Passenger Information System.
Matt Bromley, Station Manager at Marylebone, described the 'quick win' which Darwin has given +Chiltern Railways in upgrading its Passenger Information Systems.
Marylebone went live in September 2012 and by the end of the month all other Chiltern managed stations had followed.
Key benefits noted by Matt are:
FINALLY - not part of the Conference but relevant -see Tom Cairn's blog post
Darwin - a central source that feeds consistent information through different mediums
David Johnson, Programme Manager +National Rail Enquiries , kicked off the session on Darwin with an overview of this 3 year programme to rationalise information systems and improve the consistency, quality and timeliness of customer information at rail stations.
By 2015 it is expected that Darwin will interface to the Customer Information Systems at 2000 stations - systems provided by Atos, Amey, Ketech, Siemens, and Funkwerk.
The core functionality of Darwin is a National Data Store with a single Prediction Engine which takes information from Train Operating Company Control Staff through the Tyrell messaging system and through dedicated Darwin workstations to push information out to station CISs and to third party outlets.
The key advantage of Darwin is it replaces the current interconnected (or not) prediction engines driving individual TOC CISs
Francis Jellings, Head of Information Technology Virgin Trains, picked up on the lessons learnt as Virgin Trains acted as a pilot for Darwin in mid-2011. Virgin was chosen as it manages just 17 stations...
Birmingham International went live on 31 May 2011 and the final station, Crewe, went live 7 July 2011.
Implementing Darwin has helped Virgin increase the National Passenger Survey Information about Train Times/Platforms score on its London-Manchester route to almost 93% satisfaction.
The key challenge of implementing Darwin was the tight timetable for training 76 station announcers in the new 'automated' system. The ongoing technical challenges remain the data feed from 40 year old TRUST, and the lack of an automatic failover system (one is promised).
The hope for the future is that Darwin will feed a Real-Time On-Board Passenger Information System.
Matt Bromley, Station Manager at Marylebone, described the 'quick win' which Darwin has given +Chiltern Railways in upgrading its Passenger Information Systems.
Marylebone went live in September 2012 and by the end of the month all other Chiltern managed stations had followed.
Key benefits noted by Matt are:
- Single source of live train running information
- 87 delay reasons available rather than 5 (announced and displayed as remarks)
- Live arrivals at Marylebone (previously done manually)
- National live information (previously Chiltern's Cross-Country train infomation boundary was at Oxford...)
- Interfacing with legacy systems ("some systems were installed before my parents were born" - Matt is 26)
- NO live tracking of trains Harrow on the Hill to Amersham
- Platforms at Marylebone still entered manually
FINALLY - not part of the Conference but relevant -see Tom Cairn's blog post
ORR Real Time Train Information Consultation
Thursday 21 March 2013
Transforming Passenger Information... 2013
My thanks to London Business Conference for the guest pass to Transforming Passenger Information... 2013 My Tweets from the event (and those of other Twitter addicts) can be found at #TPI13
Full blog posts on the key developments covered during the two days to follow (along with a follow up to my posts on the +London Midland Ticket Vending Machines at Euston!)
Full blog posts on the key developments covered during the two days to follow (along with a follow up to my posts on the +London Midland Ticket Vending Machines at Euston!)
Tuesday 19 March 2013
Chiltern Business Zone and LondonMidland First Class
Had the pleasure of travelling on +Chiltern Railways 12.55 Silver Set from Birmingham Moor Street today. One advantage of this service is the longish layover at Moor Street by the incoming service which means the train is available to board half-an-hour before departure.
Though a fairly leisurely 99 minutes in journey time, another advantage is the good value hot meals served on a plate with proper cutlery to those of us travelling in the Business Zone. Today I tried the vegetable chow mein. Of course in the BZ, one gets copious cups of tea included.
All in all, an ideal way of travelling over lunchtime.
Came back on the +London Midland 1650 service from London Euston as LM had made me an offer (25% discount on Advance First) that I coudn't refuse... The 12 car Desiro was standing in Platform 15 in good time BUT, as has happened before, no crew turned up until 5 mins before departure - meaning a scrum down around the doors as the flow of commuters built up.
First Class in the Birmingham portion was nicely but not completely filled, meaning that I got a table on which to work through the 131 minute journey. Actually had a ticket check after Northampton - no barrier checks at either end of the journey of course. Good job most rail travellers are honest fare-paying folk...
Was amused to see the Guardian trail a story about the Budget suggesting that TOCs would be 'bribed' to provide WiFi. One can only hope LM take the bait if it is offered. Also amused by Nigel Harris in Rail praising TOCs for cutting fare evasion. Suspect he has not travelled between Birmingham and London recently as I cannot see how certain TOCs know how much fare evasion is taking place!
Though a fairly leisurely 99 minutes in journey time, another advantage is the good value hot meals served on a plate with proper cutlery to those of us travelling in the Business Zone. Today I tried the vegetable chow mein. Of course in the BZ, one gets copious cups of tea included.
All in all, an ideal way of travelling over lunchtime.
Came back on the +London Midland 1650 service from London Euston as LM had made me an offer (25% discount on Advance First) that I coudn't refuse... The 12 car Desiro was standing in Platform 15 in good time BUT, as has happened before, no crew turned up until 5 mins before departure - meaning a scrum down around the doors as the flow of commuters built up.
First Class in the Birmingham portion was nicely but not completely filled, meaning that I got a table on which to work through the 131 minute journey. Actually had a ticket check after Northampton - no barrier checks at either end of the journey of course. Good job most rail travellers are honest fare-paying folk...
Was amused to see the Guardian trail a story about the Budget suggesting that TOCs would be 'bribed' to provide WiFi. One can only hope LM take the bait if it is offered. Also amused by Nigel Harris in Rail praising TOCs for cutting fare evasion. Suspect he has not travelled between Birmingham and London recently as I cannot see how certain TOCs know how much fare evasion is taking place!
Transforming Passenger Infomation starts tomorrow
Thanks to the generosity of London Business Conferences, I will be blogging on the Conference Transforming Passenger Information - Customer Experience Summit 2013 and, all being well, tweeting using #TPI13 as the identifier.
Tomorrow's opening keynote panel is entitled Passenger Information frrom a Customer Perspective and features Vernon Everitt (TfL), Anthony Smith (Passenger Focus), and Jason Durk (National Rail Enquiries). The Panel is followed by a case study Understanding what the Customer wants before Alex Hynes (Go-Ahead Group) addresses Customer Preferences for Delivery Mediums.
Later, David Whitley (LondonMidland) tackles Passenger Information During Disruption (PIDD), looking at how LondonMidland have used Social Media (especially Twitter) to keep passengers informed and at what lessons are being learnt.
Should be a fascinating day.
Tomorrow's opening keynote panel is entitled Passenger Information frrom a Customer Perspective and features Vernon Everitt (TfL), Anthony Smith (Passenger Focus), and Jason Durk (National Rail Enquiries). The Panel is followed by a case study Understanding what the Customer wants before Alex Hynes (Go-Ahead Group) addresses Customer Preferences for Delivery Mediums.
Later, David Whitley (LondonMidland) tackles Passenger Information During Disruption (PIDD), looking at how LondonMidland have used Social Media (especially Twitter) to keep passengers informed and at what lessons are being learnt.
Should be a fascinating day.
Sunday 17 March 2013
Cheaper tickets with LondonMidland and Virgin Trains
+London Midland have launched a GINORMOUS online rail sale - travel at up to 50% off.
LM Off-Peak Day Return, Off-Peak Return, Advance and Advance First tickets are all on offer across the LM network. Available to buy between 17 March and 21 April, for travel between 23 March and 31 May 2013. NOTE that Anytime and Super Off-Peak tickets are NOT included, nor are First Class Off-Peak tickets. ALSO, the offers are only available through the web site!
DON'T forget that Virgin Trains are offering a Super Off-Peak return fare of £25 for the London-Birmingham route on Saturdays and Sundays from Easter weekend until the end of April 2013 (Good Friday is also included). Time restrictions apply: departures must be between 10.30am and 4pm or after 6.30pm from either end of the route. NOTE that these are walk-on fares, valid for up to a month (within April), so DO NOT need to be booked in advance.
For both operators, First Class upgrades are available on board. DO NOT buy walk-on FIRST CLASS fares for weekend travel...
LM Off-Peak Day Return, Off-Peak Return, Advance and Advance First tickets are all on offer across the LM network. Available to buy between 17 March and 21 April, for travel between 23 March and 31 May 2013. NOTE that Anytime and Super Off-Peak tickets are NOT included, nor are First Class Off-Peak tickets. ALSO, the offers are only available through the web site!
DON'T forget that Virgin Trains are offering a Super Off-Peak return fare of £25 for the London-Birmingham route on Saturdays and Sundays from Easter weekend until the end of April 2013 (Good Friday is also included). Time restrictions apply: departures must be between 10.30am and 4pm or after 6.30pm from either end of the route. NOTE that these are walk-on fares, valid for up to a month (within April), so DO NOT need to be booked in advance.
For both operators, First Class upgrades are available on board. DO NOT buy walk-on FIRST CLASS fares for weekend travel...
Thursday 14 March 2013
Transforming Passenger Information 2013
I am fortunate to be blogging from the Transforming Passenger Information Customer Experience Summit 2013 next week - my thanks to London Business Conferences and LondonMidland for arranging this opportunity.
In preparation for the Conference I would be interested in receiving feedback on the way forward for our three TOCs in this area. Please complete the short survey below or comment.
Tuesday 5 March 2013
Chiltern Railways Business Zone / Virgin Trains First Class
When everything comes together, the services offered by our Train Operating Companies are simply 'First Class'. Take yesterday as an example...
For those of us fortunate enough to have afternoon meetings and evening events in London the +Chiltern Railways 10.55 Silver Set from Birmingham Moor Street cannot be bettered for the journey south. For a fare of £27.50 Super Off-peak return, you get comfortable seating, large windows, tables with power points, FREE WiFi, and access to the very good Expresso Bar. Pay another £10 to add the quietness and extra space of the Business Zone, unlimited tea / coffee / water and service at your seat.... Even better, it arrives into London Marylebone in time for lunch (or you can try one of Chiltern's hot meals for £3.50...).
However, the downside of travelling with Chiltern is the slow return trains once evening starts. Knowing I would be finishing around 8pm, I looked on the Virgin Trains site on Sunday afternoon to see what Advance First singles were available. To my delight, a £23.50 fare was being offered on the 20.23 service from London Euston to Birmingham New Street - ideal!
Travelling First Class with Virgin does bring the touches that add to the pleasures of the close of day: the First Class lounge at Euston, the fact that the First Class is at the barrier end of the departure platform, the efficient at-seat service with a range of complimentary drinks and snacks, and, of course, the 84 minute journey time. Even the WiFi is free in First Class....
Fare note: Virgin are offering a £25 Super Off-peak return between Birmingham and London on Saturdays and Sundays from 30 March until 28 April. Travel will be valid on departures from Birmingham or London between 10.30am and 4.30pm and after 6.30pm each day. Looks like a bargain... For extra comfort with refreshments and WiFi included, upgrade to First Class on board for an extra £10 each way.
For those of us fortunate enough to have afternoon meetings and evening events in London the +Chiltern Railways 10.55 Silver Set from Birmingham Moor Street cannot be bettered for the journey south. For a fare of £27.50 Super Off-peak return, you get comfortable seating, large windows, tables with power points, FREE WiFi, and access to the very good Expresso Bar. Pay another £10 to add the quietness and extra space of the Business Zone, unlimited tea / coffee / water and service at your seat.... Even better, it arrives into London Marylebone in time for lunch (or you can try one of Chiltern's hot meals for £3.50...).
However, the downside of travelling with Chiltern is the slow return trains once evening starts. Knowing I would be finishing around 8pm, I looked on the Virgin Trains site on Sunday afternoon to see what Advance First singles were available. To my delight, a £23.50 fare was being offered on the 20.23 service from London Euston to Birmingham New Street - ideal!
Travelling First Class with Virgin does bring the touches that add to the pleasures of the close of day: the First Class lounge at Euston, the fact that the First Class is at the barrier end of the departure platform, the efficient at-seat service with a range of complimentary drinks and snacks, and, of course, the 84 minute journey time. Even the WiFi is free in First Class....
Fare note: Virgin are offering a £25 Super Off-peak return between Birmingham and London on Saturdays and Sundays from 30 March until 28 April. Travel will be valid on departures from Birmingham or London between 10.30am and 4.30pm and after 6.30pm each day. Looks like a bargain... For extra comfort with refreshments and WiFi included, upgrade to First Class on board for an extra £10 each way.
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