8:00 am Chair’s Opening Remarks

Control Room Best Practices

8:10 am Leveraging Technology to Track Trains & Improve the Speed & Accuracy of Disruption Information to the Control Room

  • Will Fisher CIO, Long Island Rail
  • Nick Wilson Information Strategy, Customer Directorate, Rail Delivery Group


  • Implementing GPS tracking through Wi-Fi to bring an end to the lack of information that exists due to areas of the network where there are extended gaps between detection signals
  • Deciding where it is best to use GPS and when it makes more sense to stick with the current signal detection systems, such as TRUST, to deliver accurate information
  • Using GPS tracking to gain accurate real-time information on whether a train is moving slowly or stopped to inform passengers on the platform how long it will take for their train to reach the station
  • Connecting GPS tracking data of a train to feed other data systems to automate processes and more quickly deliver information that passengers want

9:00 am Exploring the Role of Open Data & Standards to Improve the Flow & Consistency of Information on Journeys Involving Multiple TOCs


  • Understanding the current limitation around the availability of data which underpins the ability to act proactively
  • Taking into consideration format, frequency, and openness to form in house and industry wide standards
  • Providing rich data feeds and developing partnerships to assist the 3rd party developer community
  • Coaching companies to share their data either with other companies within the industry or with the general public by means of open data

9:40 am Morning Refreshments

10:10 am Understanding the Role of 3rd Party Retailers & Information Providers & How to Manage Your Partnership with Them to Protect the Brand of Your TOC

  • Peter Scranney Head of Retail Client Acquisitions, Rail Delivery Group


  • Embracing open data culture and appreciating that customers visit many websites and are presented with multiple options before deciding on their purchase
  • Ensuring 3rd party retailers are presenting sufficient information to customers before they purchase a ticket and creating industry wide standards i.e. passengers are clearly informed of planned disruptions, what services their ticket is valid on and what times it is valid
  • Working with infrastructure managers to understand what disruptions will take place and immediately updating ticketing outlets to keep customers informed

Data Standards & Personalisation

10:50 am Avoiding the Jargon: Improving the Control Room’s Processing of Technical Insights into Broadcasts That Are Appropriate for Customers

  • Dan Taylor Senior Policy Advisor, Transport Focus


  • Working out what should be shared to passengers when there is not much information available to avoid passengers being frustrated by a lack of communication
  • Coaching train drivers and other customer facing staff to give communication that is easy to understand so passengers are not receiving technical information that means little to them
  • Realising that ancient messaging systems are driving how messages are communicated to passengers and pushing for control instead of relying on supplier led innovation

11:30 am Connecting with Each Demographic Through Their Preferred Touch Points & Tracking Individual Customers to Provide Personalised Information

  • Aaron White Smart Ticketing Programme Lead, Rail Delivery Group


  • Realising each passenger is unique and has a preference when it comes to receiving train information on paper, at the station, by email, social media or through apps and websites
  • Taking into consideration passengers with disabilities and how their journey is affected when there are insufficient or inconsistent touch points
  • Tracking a passenger throughout their route to provide a seamless experience and deliver real-time updates to communicate personalised information

12:40 pm Networking Lunch

Staff & Culture

1:30 pm Audience Discussion: Optimising the Role of Social Media as Part of a Multi-Channel Communication Strategy


  • Using social media platforms such as Twitter to spread information to rapidly inform customers about disruptions and alternate routes available to them
  • Understanding how passengers interact with social media platforms and encourage them to use the right channels to find information they want and need
  • Enforce response time standard to queries that do not sacrifice quality for speed for effective information delivery to customers

4:10 pm End of Conference