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Rail industry reaching out for solutions to its customer experience challenges as outlined for RSSB’s £4 million Train Operator Challenge

The Rail Safety and Standards Board (RSSB) is reaching out to innovators for potential solutions for its 2016 Train Operator Challenge (TOC-16), a competition offering £4 million to support development of new methods for enhancing customer experience in the rail industry.

Potential areas of interest for which solutions are welcome from innovators, including those currently not active in the rail sector, cover issues such as accessibility, passenger information, data, ticketing, improved cleanliness, adhesion management, and a shopping list of other challenges that train operators would like to see addressed.


Bringing train operators and suppliers together to solve challenges

The competition will bring train operators and suppliers together to solve challenges associated with innovating and improving performance or service, increasing reliability and safety, and ultimately benefit the customer.

Neil Webster, Innovations Programme Director at RSSB commented, “Following discussions across the industry we have found a number of common challenges facing train operators; the door-to-door journey of the customer, punctuality and reliability at stations, and disruption management are just a few and are additional to the industry wide challenges of increasing capacity, safety and security.”

“The TOC-16 competition has been designed to help operators and suppliers work closely to find solutions which will overcome specific challenges which can be implemented on the railway.”


The TOC-16 Customer Experience Challenges:

  • Seamless Customer Experience
  • Accessibility – making the train easier to use
  • First and last mile – getting to and from the station
  • Passenger information and care during disruption
  • Improving all aspects of ticketing
  • Instant Data
  • Integrating new and legacy data sources
  • Reducing crowding or congestion on trains and at stations
  • Reducing accidents at the platform/train interface
  • Managing or increasing capacity for trains, routes and stations
  • Utilising spare capacity on trains during off peak
  • Automatic recording of train delays and the causes
  • Improving climate/weather resilience
  • Train cleanliness and toilets
  • Optimising train and crew availability
  • Adhesion management

TOC’16 provides a way for innovators with relevant potential innovations to connect to TOCs and form consortia.

To address any of these challenges, Rail Alliance, a broker for this competition, requests completion of the TOC ’16 Consortium Outline form, that when completed, should be addressed to toc16@riagb.org.uk

The competition is currently open and will close on the 16 September 2016.

For any questions about the competition, please contact: TOC16@rssb.co.uk


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