Northern Rail is providing hi-tech handheld computers to more than 1,000 conductors so that they can give customers faster and more accurate information.
Northern is the first train operator in the country to issue BlackBerries to all of its conductors. The £140,000 investment means that conductors will get more and better quality information about any current services, whether there are any delays, onward connections at stations and planned engineering works.
Heidi Mottram, Managing Director, Northern Rail, said: “Our customers are increasingly satisfied with the overall service that we provide but they would like more information, particularly during disruption.
“We have listened to their feedback and providing BlackBerries to all our conductors will help to keep people informed.
“We have achieved a big increase in the number of our train that arrive on time but, when there are delays, customers really want to know what is happening and that is where the BlackBerries will be a big help.”
The BlackBerries have replaced a system in which Northern’s operations control centre sent messages to conductors using mobile phones and text messages. The text messages had a limited number of characters, which restricted the amount of information that could be sent.
The introduction of the BlackBerries means that messages can be sent by email and, because there is no restriction on the length of the message, this means conductors get all the information they need in a single message.
In addition, the BlackBerries have internet access to live departure boards, which means conductors can provide customers with up-to-date information about onward connections.
The new BlackBerries will also allow conductors to send detailed information into the control centre.
The rollout of BlackBerries to all conductors follows a pilot scheme run in conjunction with Vodafone.
Peter Kelly, Enterprise Director, Vodafone UK said: “The new solution will allow Northern Rail conductors to interact directly with the most up-to-date information available, a key advantage in providing a responsive and efficient service to customers.”
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