Qld Rail to fix 'piecemeal' passenger comms

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Qld Rail to fix 'piecemeal' passenger comms

Wants streamlined approach to informing travellers.

Queensland’s rail operator is working to improve the inconsistent way it delivers information to passengers about delays and disruptions on the state’s train network.

Queensland Rail is in the market for a technology solution to repair what it admitted are inconsistent and ailing communications with its passengers.

At present, train travellers can be provided information from any of nearly 20 different communications channels when looking for updates about late or disrupted train services.

But not all of the channels will necessarily be delivering the same message about what has gone wrong and when trains are likely to arrive.

In tender documents released this week, the rail operator lamented the “piecemeal solutions” that make it “difficult for staff to understand and difficult to effectively execute” when things go wrong and get a clear message across to waiting passengers.

“As a result, customers don’t always receive timely, accurate, consistent and useful information which negatively affects their overall satisfaction with Queensland Rail products,” the agency wrote.

At the moment, passengers rely variously on station announcements, on-board announcements, the Translink app, the Queensland Rail app, contact centres, social media, broadcast media and a specialist SMS service for disrupted routes to find out where their train is and when it might arrive.

However, each channel gets its information from different areas within the state government.

Queensland Rail is testing the market for a “single source of truth” that will make sure all customers get the correct information at the right time.

It envisions the new system will streamline the diverse information siloes that currently get in the way of effective passenger communications, and will pick up new sources of data as they become available.

Queensland Rail said it ideally wants an off-the-shelf software solution that will automate the capture of information that passengers need, and which will provide travellers access through a self-service online channel.

“Effective customer communication helps to ensure the long-term viability of Queensland Rail," the agency wrote.

“When we communicate effectively with our customers, especially during disruptions, we empower them to make informed decisions about their journey."

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