Spotlight on Information
Customer Information Software
The project to improve the accuracy of our customer information display screens is complete. All the required equipment has been procured for First Capital Connect stations and the installation of the back office equipment has been completed at all FCC managed stations. Snagging work is being completed by the software provider to optimise volume and announcement times as trains approach stations.
Website
We launched our new website on the 31st October. There are many improvements compared to the previous website and it has been designed to prioritise customer information following stakeholder and customer feedback. The site will be further enhanced throughout the winter.
The initial improvements include:
- Prioritisation of customer travel information - including live departure information and line updates
- Easy to navigate - a logical, structured approach to ordering site content to make it easier to find information
- Personalisation - easier to tailor the site and the information to your regular journey/needs. For example, you can select you own station for live departure information.
- Increased accessibility - to make it easier for people with disabilities
- Refreshed and updated content
- Better performance - to support higher levels of traffic during periods of increased demand
- Enhanced security
There will be further improvements in the coming months including:
- The ability to create your own profile and manage your contact preferences
- A mobile-friendly version of the homepage
- A tool to create your own timetable
- Enhanced journey planning
- An improved ticket buying section
Please let us know what you think of the new website as it would be great to have your feedback.
Information flow improvements
We have improved our internal systems so that we now have one source of data entry for our control staff. This feeds our internet, our intranet for staff and National Rail Enquiries for real time information updates.
All control staff are undergoing training on customer information management as this is the crucial part of the process where the flow of information starts during disruption.
Blackberry distribution
All of the Blackberrys have been distributed to our customer-facing staff. These will provide staff with live train running information, meaning that our teams are better equipped to help you with information about your journey, particularly during disruption.
The aim is that throughout your journey, at stations, on board or at ticket offices staff will have the latest information available.
In addition we have been installing computers at ticket gatelines to provide information to staff through a normal display screen. Staff feedback informed us that this was useful as staff can show customers the latest information.
Way Finding and Signage
All our stations have been surveyed ahead of a roll out for clearer signage, zoning and way finding. This will assist us by helping you find clearer information on stations and helping customers with your journeys at stations. We will keep you informed as this project rolls out.