NEWS:

On-train information helps maintain customer satisfaction

Infotec’s ability to provide whole journey solutions is clearly demonstrated by a contract for on-board passenger information for Northern.

Northern wanted to provide customers with real-time information on key events that could affect the service they were travelling on and to deliver details about forward connecting services.

These facilities enable travellers to make informed decisions about how to travel and is particularly useful in helping to maintain customer satisfaction in times of disruption.

There were a number of challenges to overcome in providing a solution. The rolling stock had little in the way of Wi-Fi and connectivity varied due to the geographical locations of routes.

Decisions needed to be made on how to trigger message changes and update the information for it to be useful. Northern was not sure what content customers might need and want. There were also concerns that advertising would impact customer satisfaction when delays occurred.

The practical consideration for installation was how could so many trains be fitted with new screens and audio without it impacting a running railway.

To meet the need and overcome the challenges, Infotec designed TFT displays that use Javelin back office system to manage the on-board displays.

Infotec manufactured 586 screens for use on 259 units. The displays, which meet PSR and TSI compliance, have improved information provision across Northern’s train network.

A structured and staged implementation plan to upgrade trains systematically was scheduled, minimising service interruptions.

Northern passengers now benefit from the on-board availability of a host of information, provided in clear, attractive and engaging ways.