Service Delivery Information Tool

Descriptions

LNER will be procuring a software package (ideally cloud based) which enable us to manage incidents in our Rail Operations Centre (ROC). The new system should be able to manage our rail incidents as an when we are informed of them allowing us to manage the incident from beginning all the way through to resolution. The system should also have the capabilities to inform our front-line colleagues of the incident along with any delay information which is relevant to them via a mobile app (no emails). The system should have the ability to integrate with our communications platforms such as our customer facing website and social media platforms. The system should also be able to integrate into third party rail industry systems such as Darwin, LICC, etc. Aims and objectives • improve the way we share train running information; • ensure everyone in LNER has the information required to make well-informed decisions and provide a ‘legendary customer experience;’ • replace the existing information tool, Nexus Alpha's Tyrell. The current system used by our service delivery team (LNER's Control Team in the Network Rail Operations Centre) is used to communicate updates such as: • facilities, • line problems, • delayed trains, cancellations, alterations to train services, diversion, etc. • set swaps, including the implications for staff and the customer, • feeds systems such as Darwin, Worldline's LICC, LNER's website, National Rail Enquires, etc. There are two main parts to this procurement: — colleague service delivery information tool • the ‘front-end’ system will deliver real-time, relevant information to our people working on the front-line in disruption and during normal train running, • alert our business to disruptive incidents, equipping our teams with the information they need to respond to customer queries, • Colleagues will be able to track developments and contribute relevant contextual information based on their on-the-ground experience; — service delivery information management tool: • the ‘back-end’ system used by the service delivery team will provide comprehensive incident management that transforms the way information is recorded and managed during service delivery and disruption, • facilitate the development and communication of robust decisions and recovery plans, • incident information will be centralised in one management system to ensure a single source of the truth for any incident. The system will enable multiple users to provide updates in real-time.