Chris Scoggins, Chief Executive for National Rail Enquiries states;“The service continues to exceed expectations. Having been launched on time, current service availability and performance levels significantly exceed those we pre-defined in the Service Level Agreements put in place to protect us prior to the project going live. ”
(Watch interview with C. Scoggins)
Context
National Rail Enquiries (NRE) provides a wide range of travel information to passengers. NRE is part of the Association of Train Operating Companies (ATOC), which is the official voice for the passenger rail industry representing 26 train companies to the public, the government and other opinion formers on transport policy issues.
ATOC manages joint activities for train operators including revenue allocation and settlement, impartial retailing, National Rail Enquiries, railcard marketing, staff travel, international products as well as travel agent licensing.
The National Real Time Database
NRE awarded Thales a contract to design, build and operated DARWIN, the national real-time database (NRTD). Since 2003 a consistent source of real-time train running information has been available to the public and rail staff. Up-to-date train information on arrivals and departures is available for all 2,500 stations in the UK national rail network.
Information is delivered to the public through live departure boards on the Internet. The service also provides automatic information to other systems on a subscription or enquiry basis via a number of interfaces.
The Solution
NRTD acquires timetable and actual train position information from a wide range of rail systems.
It brings this together to form a real-time store of up-to-date train information. This is readily accessible as Live Departure Boards via the web.
Some of the key systems NRTD interacts with include:
- TSDB – the UK timetable service database
- TRUST – the central train reporting system
- The train operators’ own messaging systems
- Individual station Customer Information Systems
Operators have the ability to manually override information displayed on the Web pages. This allows personnel to supplement the automated capabilities of NRTD by:
- Creating new train schedules
- Amending or cancelling train schedules
- Providing customer bulletin Information relevant to individual stations
At peak periods the service delivers over one million live pages a day to the general public. Trends show this rate is increasing.
The NRTD service is based upon multiple web servers linked to the Internet via a high-speed data communication network. This provides an enhanced user experience - queries yield rapid results. Demand is monitored to ensure the level of response can be maintained.
Live Departure Board – STAFF VERSION (LDB-SV)
When a member of the travelling public telephones the NRE number, the answering call centre operative can now provide additional, accurate, real-time travel information. Operators have access to the staff version of the Live Departure Boards Web Site (LDB-SV). This front end is specifically aimed to assist call centre advisors and train operating staff answer real-time running queries.
Using LDB-SV, trained personnel can drill down to examine a specific train’s schedule. This can then be updated, in real time, with actual train movements. Thus allowing an accurate prediction of arrivals and departures for the rest of its journey.
Reasons for late running or cancelled trains are readily available – providing better information to both industry professionals and the travelling public.
Customer Information System (CIS)
Improving the accuracy of the information presented through the Live Departure Board is critical to enhancing the service experience. In line with this, the service is being progressively integrated with existing Customer Information Systems.
Connects now exist to a number of sources, including Euston and Birmingham New Street stations, as well as Southeastern, Southern, and First Great Western regions. Information on the Live Departure Boards and LDB-SV matches that shown on the station displays.
Enhancements – History Data Drives Quality
During 2007 the NRTD service was enhanced by Transeo (an alliance between Thales & DB Schenker Rail) to include a history database of predictions and actual train position information
The new History Database stores actual train running information and prediction data for all journeys. Consequently prediction accuracy can be monitored allowing continual improvement. Client comments can be analysed and a rapid response actioned.
Benefits
- NRTD leverages the existing investment made by the rail industry in the provision of accurate customer information, improving the range and accuracy of information available to the public
- Provision of a 24x7 managed service hosted by Thales on behalf of the UK Rail Industry
- Provision of a scalable system for the future
- NRTD has been developed to enable connection for up to 100 Customer Information Systems
- NRTD allows Train Operating Companies and other organisations access to real time train running information by requesting an output port from National Rail Enquiries. This makes the process of accessing real time data far simpler than is currently possible
Further improvements
In 2008, NRE awarded Transeo a five-year contract to operate and further improve the service. Given the increase in demand from the public the upgraded architecture reflects the business critical nature of the service.
This is provided by hosting the new infrastructure in Thales’ high security data centre in Yorkshire. Enhanced reliance and availability is a key service requirement. This is designed in to the environment, using load-sharing platforms distributed across two geographically separate locations.
Additionally, a number of new features are being introduced for greater accuracy as well as data consistency. A new sophisticated heuristics capability improves train movement predictions. Greater integration with other third party systems also ensures that the consistency of information available through all channels continues to improve.