A national railway company, operating more than 3,000 trains and serving over 200 million passengers per year was looking for a new mobile solution for their train managers. One of the key roles in operating trains is the train manager, who is responsible for checking tickets, providing information, ensuring safety, activate departure procedure and reporting incidents on board the trains. To perform their tasks efficiently and effectively, train managers need access to reliable and up-to-date information, as well as the ability to communicate with other staff in real time. However, the train managers were still using outdated and cumbersome devices, such as paper tickets, handheld scanners and radios, that limited their mobility, productivity and customer service. To address this issue, the railway company decided to invest in a new mobile solution that would enable train managers to work smarter, faster and better. The railway company partnered with a leading provider of hardware solutions for the railway industry, to design a new device. The development of the software was done in-house and the business program and change management was done by external consultants.

The new mobile solutions stands for an integrated train information system. It is a comprehensive mobile solution that consists of two main components: a software application/platform and a hardware device. The software application is a user-friendly and intuitive interface that runs on a mobile device and allows train managers to access and manage various types of information. The hardware device is a rugged and portable terminal that connects the tablet to the company's network and ensures a stable and secure communication in areas where the cellular coverage is weak or unavailable. The device also has a GPS module that tracks the location and speed of the trains, as well as a panic button that triggers an emergency call to the control center in case of a serious incident.

The new mobile solution has brought several benefits to the train managers, such as:

• Improved efficiency and productivity: Train managers can perform their tasks faster and easier, as they have all the information and tools they need at their fingertips, without having to carry multiple devices or rely on paper documents.
• Enhanced customer service and satisfaction: Train managers can provide more accurate and timely information to the passengers, as well as offer more personalized and flexible services, such as selling tickets on board or making special announcements.
• Increased safety and security: Train managers can monitor and report any issues or risks that may affect the safety and security of the passengers and the trains, as well as communicate with the control center and other staff in case of an emergency.
• Reduced costs and environmental impact: Train managers can save money and resources by using less paper, ink and electricity, as well as reduce the carbon footprint of the railway company.

However, the new mobile solution also faced some challenges during its study, procurement, design, development, and roll-out phases, such as:

• Technical complexity and compatibility: The new mobile solution had to integrate with the existing systems and infrastructure of the railway company, as well as comply with the standards and regulations of the railway industry, which required a high level of technical expertise and coordination.
• User acceptance and adoption: The new mobile solution had to meet the needs and expectations of the train managers, who had different levels of experience and familiarity with technology, as well as different preferences and habits, which required a user-centered approach and extensive user involvement.
• Change management and training: The new mobile solution had to change the way the train managers worked and interacted with the passengers and other staff, which required a clear and consistent communication and support strategy, as well as a comprehensive and tailored training program.

With proven experience in the rail sector and the field of mobile ticketing, we worked on the new solution. Involved from the very beginning and taking the role of program/project management office, we were involved in every step, from strategy to execution. Although our role went far beyond that of a traditional project management office to include planning, administration, budgeting, communications to staff and the board of directors, and more, to the delight of the railway company.

Initially, we shadowed train managers to gain a complete understanding of their job and the issues they faced. A concept study listed issues and created design flow for the new solution. The focus was very much on transforming the work of the train manager as a key representative of the operator’s business.

We supported the RFP process, helping define and set detailed requirements and criteria for the solution. Requirements were set based on research undertaken with more than 250 train conductors via roadshows and a questionnaire. Security and privacy were to be built in by design. We monitored and managed the tender process to make sure it adhered to requirements and legal expectations, and to prevent procurement issues and later dispute with selected suppliers.

Regular status meetings were held throughout the project to make sure that all parties adhered to the plan and roles and responsibilities were clear. When issues arose, they were dealt with as a tea, with everyone kept in the loop to find solutions as quickly as possible.

The program/project management capabilities proved invaluable as did our change management experience. While the former solution was frustrating users, learning a new system may also prove to be a challenge. We were involved in briefing pilot testers and communicating about the project from the beginning to help create a positive atmosphere for change. Feedback was acquired in the field and acted on.

The mobile solution is a successful example of how technology can transform the railway industry and improve the performance and satisfaction of both the staff and the customers. The mobile solution has enabled the train managers to work more efficiently, effectively and safely, as well as to provide more reliable, convenient and friendly services to the passengers. The mobile solution has also demonstrated the value and importance of a collaborative and user-oriented approach to the design, development, and roll-out of a mobile solution, as well as the need for a continuous and adaptive evaluation and improvement of the solution.