It has been a busy time for UP3. In what
has been a first for us we have scoped, built and delivered three brand
new ServiceNow applications, each one automating a different part of
Avanti West Coast’s rail operations. All our work was delivered remotely
due to the coronavirus and all three applications were in production
within 6 weeks.
Here’s what we did:
Visitor Sign-In
It’s
critically important that access to Avanti-operated stations and
training centres is controlled. This iPad-based visitor sign-in
application enhances site access management by creating an audit trail
of who is scheduled to be on site at any given time. Whether someone is
visiting for a meeting, or a contractor needs access to carry out work;
this application gives visibility over who is on site, what they’re
doing, and because it is integrated with another UP3-built ServiceNow
application Permit to Work, it will also verify whether they have
permission to be there.
Stay Safe
The
Stay Safe solution allows any Avanti West Coast employee to report a
safety issue as it is occurring via a central, employee-only, mobile
application integrated with ServiceNow for issue assignment and
handling. As ServiceNow is already in use for a number of Avanti
operational processes, not least rail disruption management, UP3 has
been able to connect the Stay Safe application with the existing
operational data. This will enable Avanti to build a database of safety
incidents and run analysis to identify any trouble hotspots requiring
action and determine how safety can be increased.
Station Faults & Train Defects
Avanti
relies on a number of third-parties to ensure that any issues related
to services onboard a train or at its stations are picked up quickly and
managed efficiently to ensure minimum impact to their customers. UP3
has extended the Avanti Back on Track (Rail Disruption) application to
enable staff to accurately report issues via their mobile device into
ServiceNow, where they are immediately escalated to the third-party
responsible for resolving faults or defects with that part of the
service. For example, an issue with on-board wi-fi on a moving train can
be reported through to the responsible wi-fi service provider and
within a minute the response can be planned and coordinated to ensure
minimum impact to customer experience. By managing these issues
centrally in ServiceNow, Avanti can monitor service provider performance
to ensure targets are being met and the service provided offers maximum
value for customers.
These applications will undoubtedly provide
immediate benefits for safety and security; and through automation will
deliver improved supplier response times, quicker fixes and a better
customer experience.
We are delighted to further our partnership with Avanti West Coast as they continue to extend the use of ServiceNow
across their business. Our combined efforts have created a rich
operational dataset, on a single platform that provides one version of
the truth for a multitude of complex processes. Avanti are providing
enhanced colleague and customer experiences that set them apart, and in
some cases are industry-first initiatives.
We’d like to extend our thanks to the committed team at Avanti West Coast who, along with our own talented team
of ServiceNow experts, have made this project possible under demanding
conditions – we look forward to sharing news of more great applications
with you very soon.
