Train Presentation and the ACE with Chiltern Rail Train Presentation and the All Company Experience of digitalisation with Chiltern Rail CASE **STUDY** mpro5 digitalises Chiltern Railway's Train Presentation and the All Company Experience... **INTRODUCTION** Since 2018, we have fully digitalised Chiltern's train cleanliness processes... CREATING AN EXCEPTIONAL PASSENGER EXPERIENCE...CHILTERN RAIL'S REAL-TIME DASHBOARDChiltern's TP teams use the mpro5 app as they work to guide them through their tasks and to capture data that proves the work is completed, closing the feedback loop digitally and providing valuable business insight.Train cleanliness has always been critical to the passenger experience.This experience will soon be at the front and centre of operations for TOCs, as the government's Plan for Rail will mandate both the implementation of Service Quality Regimes (SQRs) and a digital solution for managing processes and data.INSIDE THIS CASE STUDY... THE RESULTSChiltern's fully digital solution has transformed their train presentation…Skip to section > THE PROBLEMOrganising, diagramming and executing turn-around and daily cleans successfully is challenging... Skip to section > THE SOLUTIONWe configured Chiltern’s platform to help them carry out their cleaning and maintenance procedures…Skip to section >mpro5 lets us quickly and accurately check standards against performance output, and focus on improvement. The potential of our mpro5 partnership seems endless.”Denis O'Sullivan, Train Presentation Manager THE **RESULTS** Chiltern's fully digital solution has transformed their train presentation... EFFICIENCY AND PRODUCTIVITY...With date, carriage and time stamping, they have full visibility of train cleaning.Chiltern now have the evidence needed to iterate on processes, request additional resources and get recognition for their efforts.Productivity has been boosted too, as teams now know which items to prioritise in advance of the clean and can let the next team know what needs addressing.Accurate business information gives them the whole picture and drives improvements.Since the start of 2020 we have been building towards an ‘All Company experience’, including managing station auditing, revenue protection and safety checks. This will also prepare Chiltern for Rail Reform and the government mandate for a fully digital solution for Service Quality Regime scoring. 25% INCREASE IN PRODUCTIVITY10 MINUTESSAVED ON EVERY CLEAN THE **PROBLEM** Organising, diagramming and executing turn-around and daily cleans successfully is challenging... A CONSTANTLY CHANGING ENVIRONMENTThe number of people in a team or the amount of time a carriage is available can vary massively, which makes delivering a consistent result exceedingly difficult.A toilet could be cleaned and then used as soon as the train leaves the platform, and the cleaners could then be blamed for not having cleaned the toilet.Chiltern was using a paper system to record their TP processes. There was no useful or accurate data to inform management on how to best deploy their resources. They lacked visibility of cleaning processes and had no real feedback mechanism. THE **SOLUTION** We configured Chiltern’s platform to help them carry out their cleaning and maintenance procedures... ALERTING, ACTION, INSIGHTChiltern use the mpro5 app to guide their work and record completed tasks.Question types, including photos and signatures, ensures data us useful and irrefutable evidence.Actionable data means that if one team run out of time and are unable to finish cleaning the seats, the next team that work on the carriage will be alerted and can prioritise finishing this before moving on.Custom dashboards show managers all the critical operational information inn a digestible format.Targeted feedback drives continuous improvement.As Chiltern’s mpro5 platform manages more and more processes, Train Presentation data is enriched with further context.
