Prioritising the passenger journey

As railways adapt to reduced passenger numbers, and new capacity limits to maintain social distancing, it is as important as ever for safety, reliability and punctuality to meet passenger expectations. Frequentis Head of Public Transport Solutions, Markus Myslivec, explains how integrating software solutions for operations and incident management can help

Before the pandemic there was a focus on improving railway passenger experience, reducing overcrowding and expanding capacity at peak times. As passengers start to return to work it’s clear that commuter numbers are a long way from returning to pre-covid levels. Numbers aside, passenger journey and safety are still key; keeping passengers informed about incidents and keeping disruptions to a minimum remains a priority.

In the rail sector, Frequentis is focused on promoting a high level of integration between the software solutions needed for day-to-day operations, and those used when an incident occurs. This integration is key to the management of any incident on or around the railway and is reflected by the improved key performance indicators (KPIs).

Three of the improved KPIs are, initial response time, the quality of the decision-making process, and the efficiency of communication between responders. These can make or break the performance of incident response. The Frequentis Operations Communications Manager (OCM), and Incident and Crisis Management (ICM) software solutions are specifically designed to deliver the required integration to optimise those performance indicators.

Business continuity

The rail network is a vital infrastructure and must be maintained and operational regardless of the circumstances. For organisations undergoing enforced business downtime, this can be treated as a chance to analyse and implement vital improvements in operational and business processes.

The Frequentis ICM software solution for railways enables distributed working via mobile app and the installation of an emergency client at remote working sites, laptops and computers. Two existing customers already use ICM with virtualised desktops, allowing more flexibility for both routine work and business continuity scenarios.

Face coverings are not the only measure in place to protect customers; in some countries, capacity limits have been set for each train to allow social distancing to be maintained. It is therefore even more essential that disruptions are dealt with swiftly, to keep passengers moving. The ICM mobile application can also provide staff at stations, and on trains, real-time information about what´s happening, which can be passed onto passengers.