INFORMATION IS POWER – AND BETTER CUSTOMER SERVICE

How better use of data and closer collaboration can improve passengers’ experience across the network

We’re doing well at gathering important network service information, but need to get better at putting it into the hands of colleagues assisting our customers.

That’s the view of James Dolling, our new head of customer information – a newly created role aimed at improving customer service and satisfaction through better use of data.

“People often tell me they can’t get the information they need to share with customers when it comes to key service updates, disruptions and so on,” he says.

“The problem isn’t the information itself, it’s that we aren’t providing the right ways for colleagues to easily access it. The data is there, the challenge for us is to use it better.”

One area in need of improvement identified by James is bridging the gap between frontline station teams and Control.

“There’s a perception that Control doesn’t care about how station teams are affected when service disruptions occur, and the issues they face on the ground,” he says.

“But that’s not the case. It’s more about both sides not having that understanding about what is involved on the other side.

To help collaboration, James has launched a new monthly working group featuring representatives from each area.

These representatives spend time talking to their colleagues to get an idea of the main issues they face to share with the group – which then works together to agree actions and solutions.

“It’s highly practical and actions-driven,” explains James. “In our first session recently, one of the things we looked at was the best way of making information accessible to people on the front line.”

That discussion resulted in the launch of a new app, Arrakis, which is set to give frontline colleagues unprecedented access to live service information.

Arrakis is linked to the Tyrell information management system used by Control, and enables users to tailor the information they receive so that it’s most relevant to them.

“You can see how different train operators are delivering their services,” James says.

“If there are issues on neighbouring lines that may have a knock-on effect on your services – it can give you a complete picture of service disruption at the press of a button.”

The app is due to be trialled at selected stations in September ahead of a full launch in October.

“We have a brilliant, passionate workforce full of people who care about doing the best for our customers – that was quickly apparent to me when I arrived,” says James, who previously spent 10 years at South West Trains.

“Ideally, we get to a level of consistency across our entire network, so that no matter where our customers are they get the best possible experience.”

WORKING TOGETHER

Rohan Palmer, station supervisor at Hackney Downs, was part of the first working group, and said it was “a fantastic experience”.

At the session, he presented a web-based platform he uses to access service updates, called CCLDB.

“It’s really helped us during disruptions to give passengers key information quickly, both in-person and over the station PA,” he explains.

“Most others in the group hadn’t heard of CCLDB before, so it was great to be able to share that. The whole session was really positive, and James had great ideas and was fantastic at putting them into motion. I can see a lot of good things coming as a result of this working group in the future.”