ONE FOR ALL
How a new app is giving frontline colleagues unprecedented access to live service information
Keeping customers happy during a service disruption is no easy task. Their patience is waning, and if colleagues have to sift through layers of information to find them answers, that doesn’t help.
But now, with the Arrakis app, launched earlier this year, frontline colleagues have all the important network service information on one platform.
“We are giving station staff the power to control the information they receive and have one source of truth at their fingertips,” says Mohnish Mirchandani, control systems and information manager.
Mohnish Mirchandani, control systems and information manager
Mohnish Mirchandani, control systems and information manager
“Before Arrakis, they would have to search for information from emails and multiple third-party apps which wasn’t easy to keep on top of.”
Different widgets and channels share live feeds of how services are operating across our network, and this can easily be filtered to save time. Arrakis ties in with our Tyrell information management system and is available as a mobile phone application or web portal for desktop access.
Full picture
But here’s where Arrakis comes into its own. Frontline colleagues now also have easy access to additional layers of information that help provide customers with a complete service.
“Through the platform, we can see disruptions or a recovery of services on lines for other train operating companies that use Arrakis or Tyrell, such as for West Anglia line services out of Liverpool Street that we share with Greater Anglia or Elizabeth Line,” explains Mohnish.
“And for customers that require additional assistance, such as wheelchair users, we can now easily click through trains on the live departure board in Arrakis and open a window to see any lift statuses from stations so that we can ensure that we are sending them to a station that is suitable for them.”
Behind the scenes
In the run-up to rolling out Arrakis, Mohnish and his team were in charge of testing the platform, working closely with developers to install the right features and to integrate existing data to it. They also worked on a communications plan for the launch and a training programme on how to use it.
“We know that change doesn’t happen overnight,” says Mohnish. “We are raising awareness of Arrakis, but those using it have found it to be an absolute game changer that is making their lives much easier.”
But this isn’t the finish line. Mohnish and his team are already planning to launch an update to Arrakis that will allow the control team to send strategic incident messages to senior leadership and the on-call management team through the app.
“When something kicks off on our network, a notification will stand out on a user's system so that they are made aware of what’s happening and can prioritise it,” explains Mohnish.
“Extensive testing has been done on this update and it works. Now, we are planning deployment and training and plan to roll it out soon.”
Frontline colleagues like Rohan Palmer have been working with ARL to develop tools – such as Arrakis – to improve customer information
Frontline colleagues like Rohan Palmer have been working with ARL to develop tools – such as Arrakis – to improve customer information
POSITIVE FEEDBACK
The new app has been well received by colleagues who work with customers every day.
“Arrakis is a great source of information that you can rely on, especially during a disruption when it can be hard to get hold of control as they are already very busy,” says Shahzeb Hassan, customer host at Walthamstow Central.
“Not only does it help with gathering information on London Overground, but it is also a great tool to check TfL line status and most of the TOCs, including their disruptions, platform information and much more. It’s from one source, too, which is amazing. Feedback from other colleagues has been very positive and everyone agrees it is a very handy tool.”
Built with Shorthand