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- W257997639 abstract "Rail passengers consistently say they want more communication and information when there is a delay. This article describes some of the root causes of poor information and what one rail company is doing to improve it. Although UK train operating companies have tried in the past to develop public information systems, the resulting systems were often piecemeal and overcomplicated. South West Trains has overcome many of the obstacles to information flow by initiating a new project called Customer Information During Disruption (CIDD). CIDD was designed to improve communications and put the focus on customer needs. The CIDD team improved existing information technology systems and they way they were used, put in place clearer processes for frontline staff and managers to use, and designed a process that allowed information flow to be measured. Since the project was implemented, delay management and communication have been significantly improved." @default.
- W257997639 created "2016-06-24" @default.
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- W257997639 date "2007-12-01" @default.
- W257997639 modified "2023-09-26" @default.
- W257997639 title "Lines of Communication" @default.
- W257997639 hasPublicationYear "2007" @default.
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