Introduction
BIG changes are coming down the line for Britain’s railways and the industry need to be aware of the new standards they are expected to adhere to in order to run a more effective, efficient and customer focused service.
Following publication of the Williams Shapps Plan for Rail, the DfT will award profit to train operating companies (TOCs) for successfully hitting performance targets that measure the customer experience.
With train operators now having strong financial incentives to focus on the customer experience, most will need to seriously rethink their existing operations and start gearing them towards a Service Quality Regime (SQR) if they are to get paid.
And it’s not enough just to meet the new standards: you need to provide digital evidence that you are. So, if you’re still using pen and paper checklists to monitor cleanliness, this could be just the time to switch to a more modern workflow automation system.