Improving communication during disruption
Managing rail service disruptions effectively and minimising the negative effects for passengers is a top priority for any train operating company; key to this effectiveness is how information gets used and communicated by frontline staff.
Chiltern Railways has worked with the Rail Safety and Standards Board (RSSB), Aston University and Focus Games Ltd to develop a unique educational game to help staff become more competent in managing information during rail service disruptions. The Rail Disruption Game brings frontline staff together and recreates a typical disruption event and challenges players to respond to a series customer queries. The game is a unique blend of traditional board game and online game using a tablet device to deliver information and act as a ‘digital facilitator’.