{"id":217864,"date":"2025-05-15T22:19:00","date_gmt":"2025-05-15T12:19:00","guid":{"rendered":"http:\/\/www.vibewire.com.au\/?guid=a868a3768b369c23c05a6e0ec32b77df"},"modified":"2025-05-15T22:19:00","modified_gmt":"2025-05-15T12:19:00","slug":"rail-regulator-calls-for-better-use-of-data-insights-and-streamlined-communications-to-improve-passenger-assistance","status":"publish","type":"post","link":"https:\/\/www.vibewire.com.au\/?p=217864","title":{"rendered":"Rail regulator calls for better use of data insights and streamlined communications to improve passenger assistance"},"content":{"rendered":"

Rail regulator calls for better use of data insights and streamlined communications to improve passenger assistance<\/span>
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The Office of Rail and Road has today published its study into how train operators at busy rail stations communicate and record requests by passengers for assistance. The study found that a dedicated staff app has proven beneficial, but there is much more scope to use data and the technology to make further improvements for passengers.<\/div>\n
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The regulator\u2019s study is part of wider accessibility work aimed at improving the reliability of assistance for those passengers who need it. Staff communicating the assistance needs between stations is a key factor in successful delivery.<\/p>\n

When assistance fails it can be distressing for the passengers impacted. This latest report from ORR shines more light on the areas for improvement and follows the regulator\u2019s 2024 work which assessed the delivery of assistance by operators<\/a>.<\/p>\n

ORR\u2019s consumer team went to examine first hand how the handover procedures worked in reality at five busy stations: Birmingham New Street, Bristol Temple Meads, Crewe, London Kings Cross and Manchester Piccadilly.<\/p>\n

ORR found that technologies like the Passenger Assist staff app and dashboard mean staff providing assistance can better manage and respond to both booked and turn-up-and-go assistance requests, significantly reducing the risk of information being lost or miscommunicated between stations.<\/p>\n

Stations with structured approaches to risk management and regular staff engagement demonstrate stronger continuous improvement and accountability.<\/p>\n

However, ORR has found that while the Passenger Assist system records the outcome of assistance requests, this data is not routinely reviewed to identify trends or help make improvements to the service. The regulator also noted that there was an increased risk of missed or misunderstood information, where some stations are moving away from telephone handovers without clearly communicating this with other operators or stations.<\/p>\n

ORR had made a number of recommendations for operators and Network Rail at stations that deliver high volumes of passenger assistance.  <\/p>\n

These include:<\/p>\n