12 September 2006
Datasys breakthrough to improve rail customer service

SPECIALIST IT company Datasys has created a service auditing system for the rail industry, which will streamline operations, improve efficiency and potentially save train operating companies millions of pounds.

The Service Quality Management (SQM) system was designed following a request from First ScotRail and has been recently implemented. Already, it is helping to improve customer service and is assisting the company in cutting the level of penalties it has been facing for performance, against extremely stringent criteria.

First ScotRail has signed up for a Service Quality Incentive Regime (SQUIRE) whereby inspectors employed through Transport Scotland, the Scottish Executive’s national agency, regularly check 39 service schedules covering many aspects of customer service both on trains and at stations. The inspectors report back on a wide range of performance levels, from the quality of staff to the cleanliness of the toilets and platforms and the level of appropriate signage to assist customers.

Recently published figures show First ScotRail was being penalised tens of thousands of pounds a month for failing to meet the benchmarks set within the penalty and incentive based regime. The company routinely monitors its own systems in a similar fashion to the inspectors to try to identify problems and resolve them as quickly as possible, thus improving the quality of service to passengers and limiting the damaging revenue loss.

However, with the number of checks being so broad, the resulting paperwork is unwieldy, leading to the possibility of error, and the important work of checking statistical trends based upon the data is complex and time-consuming.

Datasys, based in Carrington, near Manchester, is replacing the paper with simple-to-use tablet PCs, which are programmed to ask very specific questions covering every aspect of the inspection procedure specific to each station or operating rolling stock.

The data is fed back to First ScotRail’s HQ by a GPRS system and the computer automatically tracks trends and on request, produces graphs mapping precisely where the company needs to concentrate its attention. The machine accelerates the collection of data, which cannot then be corrupted – as paper can – by outside influences, and carries out all calculations, previously done by hand, in moments.

Problems are recognised much more quickly than before, giving First ScotRail more opportunity to fix them and so, keeping quality of service higher – and the potential for penalties lower. While monitoring is not as strict for Train Operating Companies (TOCs) in England and Wales and there are no mandatory financial penalties, similar auditing is carried out by inspectors and is expected to become more stringent. Two of First Group’s other TOCs, First Great Western and First Capital Connect, included an SQM package in their successful applications to renew their franchise licences. A third TOC, TransPennine Express is also in positive discussions with Datasys.

Datasys Project Manager, Andrew Bithell, said: “We have a good track record in the industry for developing IT solutions that deliver real efficiencies across various aspects of rail operations which is why First ScotRail approached us.

“It seems that immediately after railway privatisation the Government was most concerned about getting trains to run on time. That has now mostly come to pass and they have turned their attention to other aspects of the quality of service to customers.

“Railways are highly complex and occasionally there will be problems. SQM is designed to identify those problems as fast and as accurately as possible so that they can be addressed as quickly as is achievable and the customers can enjoy their journeys better than ever.

“We have had a number of inquiries about SQM which has already proven its worth and see no reason why it should not become the preferred tool of use for the entire industry.”

Natalie Loughborough, Service Quality Director for First ScotRail, said “The implementation of this system is anticipated to bring with it a number of benefits to assist our hard-working staff with raising the standards at both stations and on trains. As a result, we will be able to provide an even better service for our customers across the business, which is at the forefront of the service quality regime. I look forward to seeing improvements being made and maintained through the ability to swiftly pinpoint and rectify any problem areas”

FOR MORE INFORMATION CONTACT:
Andrew Bithell SQM Project Manager, Datasys
abithell@datasys.co.uk
T: 0161 776 4207 M: 07973 163 953

Louise Haskins Clear Communications
louise@clear-communications.co.uk
T: 01925 754998 M: 07763 415692