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Case study: Orange Wallet Scheme

Some passengers need support to communicate with staff when using buses or trains.

Company - Arriva Trains Wales and partners

How was this solved?

Working with the Cambrian Railways Partnership, local authorities and other public transport providers, Arriva Trains Wales has launched a communication tool for passengers who may find it difficult to communicate.

The ‘Orange Wallet’ is one of a range of collaborative regional projects funded by the Welsh Government as part of the ‘All Wales Autism Spectrum Disorder strategy’. It is intended to help people, especially those on the autistic spectrum, to cope more easily with public transport. 

Based on schemes already running in Devon and Pembrokeshire, the wallet is a communication tool, which can be used by people who sometimes find it difficult to communicate their needs to staff when using public transport. The wallet that contains plastic pockets which are designed to hold interchangeable words and pictures that help communicate needs to transport staff.

The wallet also contains space for users to insert written and/or visual prompts to show the conductor, station staff or when buying a ticket at a booking office.

Staff on public transport services across Wales will be trained to recognise the wallet and provide appropriate help. The wallet will be recognised by staff across the Arriva Trains Wales network and by major local bus services including First Cymru, Stagecoach, Cardiff Bus, Newport Bus and Arriva Bus. 

To use it the customer can show the wallet and inserts to staff to support communication or when they need help. There are templates available on the Arriva Trains Wales website that can be used to prepare questions such as ‘Is this the train to Shrewsbury?’, or the customer can create their own pocket inserts by cutting paper to size.

What were the outcomes?

The system is integrated with other transport providers and support groups and training provided to customer facing staff throughout Wales enabling those with an ASD to become more independent and confident.

Principles

Customer-driven, Putting rail in reach of people

Asset / operations

Operations

Organisation type

TOC

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