Southeastern Flips the Switch on UK-First Automated Passenger Information System

Southeastern timetable change updates are now automated for passengers waiting at stations. Information is provided on a service-by-service basis. Southeastern says it is the first train operator in the UK to introduce the capability. This is reported by the railway transport news portal Railway Supply.

According to Southeastern, the change follows a 260,000 GBP upgrade. The upgrade applies to the operator’s Customer Information System. Passengers using Southeastern services can now receive tailored information about their trains. It is shown on station display screens and delivered through public announcements.

Southeastern timetable change updates through CIS

Previously, timetable update messages had to be prepared manually. In practice, this usually meant that only services altered by two minutes or more were updated. The upgraded system now handles this process automatically. It cuts the time required from days to seconds. It also eliminates the risk that updates are missed.

Under the new process, revised timetables are checked and assessed automatically. For each revised service, the system creates a message explaining what has changed. At the same time, station-by-station reports are generated so teams can respond quickly to passenger questions.

John Till, Head of Information Delivery at Southeastern, said:

When timetables change, it’s vital that customers can clearly see what’s different about their train. In the past, creating personalised announcements and display messages for every affected service took a huge amount of manual effort, with an inevitable risk of things being missed.

We can now do this automatically, quickly and consistently, not just for Southeastern, but in a way that can benefit customers across the rail network. It’s a genuine step-change in how timetable information is delivered and is in line with our mantra of “if we know, you know.

Station screens and disruption information

The upgraded system can also import new or temporary timetables automatically during disruption. This provides customers with accurate information as quickly as possible when service plans change.

The timetable upgrade is part of a wider overhaul of Southeastern’s customer information systems. The wider work will make explanations for delayed services clearer. It will also allow cancellations to be identified faster. In addition, screens will display a prompt two minutes before arrival advising customers to move.

Displays at origin stations will also show an incoming train’s live location. They will show its expected arrival time as well. If live data fails, the system will keep the last available forecast on display. It will not switch back to a general “Delayed” message.

The system is now live across the Southeastern network. As Railway-News reported, it was supplied by Worldline. Other train operators using the company’s CIS are set to receive the update automatically.

News on railway transport, industry, and railway technologies from Railway Supply that you might have missed: