We were delighted to support our client GTS Rail Operations Limited with their inaugural Elizabeth line Operations Conference, which brought together the key service delivery partners and stakeholders involved in making the Elizabeth line one of the most reliable train operators in the country. The conference focused on how everyone can better collaborate and work together to drive further improvement in the service being delivered for the Elizabeth line customers.

We hosted a discussion and interactive exercise on using Integrated Train Service Recovery to better manage disruption. This provided an update on the work we supported with GTS earlier in the year, updating processes to align with industry best practice and carrying out refresher training with controllers. We focused on the importance of disruption management to customers, and how being more consistent in the use of ITSR across the different organisations improves the speed of decision making and the flow of communication to customers and stakeholders.

Attendees split into two groups for the exercise to act out how they would manage two concurrent incidents – one group using ITSR and the other with no defined processes. Feedback from the group showed that using ITSR ensured that the customer was considered as part of the decision making and that strategic decisions could be made more quickly. Trackbase were also there to demonstrated how the Control Alerts System integrates with ITSR to publish key disruption information more quickly.

It was a fantastic day and really showed what was possible through collaboration and optimised use of tools and processes to achieve best practice in Service Recovery. It was great working with the Senior Management teams that attended and a special thank you to GTS Rail Operations Limited who allowed us to attend and present!

Richard Aitken | Bryan Keetch MCIRO RPP MAPM | Rachel Scott