South Western Railway: Station Information and Surveillance Systems

Telent’s engineers maintain over 97% availability at major stations, ensuring that customers are able to access information and help whenever required. At smaller stations with fewer public interactions, Telent is directed by SWR as to where to focus its efforts. The team holds weekly meetings with the service delivery team to track faults and agree resolution timescales. Telent’s approach includes with competitors where required, such as providing access. If another party has no SSoW, Telent has provided engineers so they can work under Telent’s SSoW.

To support industry wide collaboration and value, Telent, SWR and SWR’s other sub-contractors all contribute to a fund which is used to deal with third party interference – the teams will fix each other’s mistakes to maintain service rather than allocating blame or billing. This close collaborative working ensures that Telent supports SWR in meeting its objectives – both in the service they provide to their customers and their financial obligations.

The Telent TRAMMS customer portal means that SWR do not need to maintain their own fault system. TRAMMS allows SWR to log faults directly into the system, providing additional efficiency from reducing emails and phone calls. Automatic notifications are sent by TRAMMS for predefined fault conditions and closures. Information provided to SWR is real-time and transparent and available on SWR’s computers or handheld devices – including on Telent provided tablets. Additionally, Weekly KPI reports aligned to our deliverables, are created and published by the system, showing how additional resources are resolving their faults efficiently.