THINKING INSIDE THE BOX
Our updated information packs benefit from local knowledge and frontline expertise
Having the right tools available during disruption is vital to keep passengers informed and able to continue their journeys safely.
Our station PIDD boxes (passenger information during disruption) are designed to contain everything that colleagues need to manage these situations – from warning signs to high vis, cordon tape and whiteboard markers.
However, until recently, the contents tended to vary from station to station and weren’t always as up-to-date as they could be.
Now, thanks to the work of colleagues from across the network, a new set of PIDD boxes have been introduced at each of our stations.
The contents have been audited and updated, while the tough plastic boxes match our new line colours.
Gary Marshall
Gary Marshall
A key new element in the box is the disruption collateral pack.
Each pack includes a range of station-specific information, such as where to position disruption posters, how to shut off platforms, and alternative travel routes for each station on the line.
The pack was the idea of station colleagues Norja Hamilton and Chris Newton (see Exchange, December 2023). After an initial six packs were created, Gary Marshall took the project forward across the entire network, assisted by colleagues to collate photos and information.
“It was a huge task. There are so many stations, and all unique in size, layout and access,” says Gary, a customer service ambassador and peer trainer. “We visited every station – from ones with a single platform to those with multiple entrances and interchanges. We had to clearly understand how each one functions during disruption. We talked with colleagues about procedures and took pictures of entrances, TVMs, and location of A-frames – making sure everything was accurate before putting that all together in a pack. Those complex stations were the biggest challenge, but it was something I enjoyed.”
After seven months of meticulous work, the rollout was completed in late 2024 and has already proved very useful.
“The pack is very helpful when you need information quickly, such as alternative bus routes,” says Rob Taylor, station assistant at Walthamstow Queens Road. “The phonetic alphabet guide is also useful as a refresher in case you need to contact the signaller during an emergency.
Rob Taylor
Rob Taylor
“The colleague deployment section also briefs me on best working practices, even when working at stations I may not be familiar with.
“Best of all is that there’s a digital copy, so it’s handy to have on the phone wherever you are in the station.”
Gary adds that having frontline colleagues involved in creating the packs is very important.
“Colleagues know the information is accurate and that it’s been put together by someone who knows what’s needed in these circumstances,” he says. “It means they have a sense of ownership, and the local details can make a big difference. For example, having the correct information on the A-frame posters during disruption can be like having an extra person at the station.”
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