TOC’15 project to improve crowd management during delays
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The project from the Arriva Group and their Chiltern Railways franchise will see improved staff training and help to passengers, empowering them to make better decisions when their trains are running late.

Chiltern Railways has partnered with Aston University to find ways to improve staff decision-making and passenger guidance during rail disruption.  They have developed a virtual training system for staff, which could improve the time taken to get back to normal operations, and help staff advise passengers about the best way to complete their journeys.

The virtual training system aims to improve the travel experience of passengers when things go wrong, and will also reduce operating costs for train operating companies through better management of disruption. The results are likely to benefit the whole UK rail industry.

A prototype will be developed as part of RSSB's government-funded TOC'15 programme of competition winners, with the working tool delivered in January 2017.

The Arriva Group was allocated £3m of the £6m co-funding available as part of TOC'15 for their portfolio of six projects focusing on the twin themes of data exploitation and customer experience.  It was found to demonstrate a cohesive and strategic approach to innovation, which has the potential to deliver significant benefits to the industry.

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