Patrick McDougall reports on data driven efficiency on rail networksPatrick networks

We live in a digital world, one where we create an estimated 2.5 quintillion bytes of data every single day. We expect to have information quite literally at our fingertips and, and as we live at an increasing pace, we are also becoming less tolerant of inefficiencies – and rail services are no exception. How, then, can Train Operating Companies (TOCs) use the rich data available across the rail network to help improve the efficiency of their services?

Rail customers have a choice. When they choose to travel by rail, they are trusting their journeys to be efficient, comfortable, safe and reliable. Whatever the reason for disruption to services, bad customer experiences will impact future transport choices. By using and analyzing data available across the rail network, TOCs can improve customer satisfaction, enhance journey experiences, increase customer loyalty, and ensure the smoother running of services.

The complexity of the rail network means it not only generates vast amounts of data but can also be influenced by other disconnected events, such as the weather or a large event that will swell passenger numbers. Accessing data, however, is only a small part of the challenge. Data can come from a variety of sources, from timetables, from real-time train positioning, from messages about route disruption, train loadings, platform occupancy monitoring, to weather and social media. Real time value only comes if the data accessed has context, is relevant, and is current. For the data to be useful, and accessible as information, rail staff, whether in the Control Room or on board a train, need to be able to ‘see the wood for the trees’.

Aided by technology, TOCs are finding new ways to improve the information available to their staff and customers. Apps that can accept inputs from multiple data sources, bringing similar and disparate pieces of data together and turning them into pertinent information for the user, based on individual needs – be that operation data for staff, or journey information for customers. By drawing on this myriad of data sources, be that CSL2 route disruption statuses, Tyrell IO disruption or Darwin departure boards and train delay data it is possible to start to apply advanced analytics such as machine learning. Whilst in its infancy, the application of artificial intelligence could ultimately help run the railways more efficiently, leading to quicker actions being taken to alleviate the impact of an event, or simply be used to help customers make better, more informed choices about their journey.

With such a complicated and intricate network, one certainty is that there will be unwanted events, many of which are out of control of the TOC, such as adverse weather, vandalism or unpredictable issues with infrastructure. Understanding the impact of an interruption to normal services can be difficult to gauge but is critical to helping ensure more efficient operation and higher levels of customer satisfaction.

Taking this one step further, machine learning algorithms can use historical data sets to help predict events. The more data there is, the better the interpretation of events. If a lorry hits a bridge under a rail line, for example, the event can be compared to previous such incidents to help determine what impact the accident will have and the best course of action for the operator. Historical data can also be used to ‘play out’ scenarios. If considering a service cancellation, for example, the TOC can determine the impact prior to making the decision.

Uses of data are only limited by the imagination, so any apps need to be flexible enough to be adapted to include new ideas and data sets

Being able to fully customize what information a user receives is an important feature of a smart app and an essential part of making the information presented clear and relevant. Users need to be able to select which services and operators they are interested in and what types of message they want to receive. Bringing in social media, customer profiles and mobile location services opens the possibility of presenting information back to both staff and customers in a personalized way. For example, for TOC staff, the app should be able to automatically import crew working schedules allowing or the further targeting of relevant information.

The flexibility to incorporate data from any source and customize how an app behaves, means the app can grow as TOCs embrace new ideas of how data can be used to improve operating efficiency and customer experiences.

Apps for rail networks can additionally incorporate the launch of other apps from within them, such as Yammer, Microsoft Teams and Microsoft SharePoint, to make them even more user friendly – a one stop shop, if you like. If designed to be fully scalable, flexible and customizable, the only real limit to how these apps can be used to improve services is the imagination.

Summary
By making use of every piece of information available, TOCs can improve reliability and better inform customers as to what is happening with their journey. The more data that is fed into smart communication systems, the more the systems can learn and help operators understand why delays occur, the impact of events, and the best course of action to take. As data continues to be analyzed, operators can start to understand correlations between events and not only predict impacts, but also work towards preventing them.

We live in a digital world and the digitalization of rail networks is already well underway. Scalable, flexible smart apps offer a way to both present and gather valuable content, improve services and increase operational efficiency, whatever the weather or other unplanned events throw at the network!

Patrick McDougall is CEO of Nexus Alpha, a leading provider of transport information systems to the public transport sector, in particular to the UK rail sector, focusing on the management, presentation and distribution of disruption information. With more than 20 years’ experience in the industry, Nexus Alpha has been at the leading edge of the customer information revolution in the public transport sector, delivering high-quality integrated products and services to transport operators, allowing them to keep their staff and customers fully informed at all times.

As well as supplying information distribution and presentation tools, Nexus Alpha also provides business analysis and performance reporting so that clients can measure all aspects and impacts of service disruption distribution.

Nexus Alpha’s Low Power Systems (Nexus Alpha LPS) complements Nexus Alpha’s supply by providing innovative, LCD and low power information displays suitable for installation at public transport interchanges, rail station, bus stops and on-vehicle.
www.nexusalpha.com
www.nexusalphalps.com