How do you keep a train network for a city of 4 million people on track 365 days a year? Welcome to Metro Trains.
As Melbourne’s metropolitan rail service provider, Metro operates 210 six-carriage trains across 869 kilometres of track. In total, they transport 420,000 customers each day. With 15 lines, 218 stations and services running seven days a week, Metro has been given the enormous task of keeping Melbourne on track day in and day out.
Sounds easy, right? Well, sometimes things go wrong.
Whether it’s a trespasser on the tracks, an ill passenger or a train failing to dock, the network is prone to disruptions. Previously compounding the problem was an analog disruption management ‘system’. This was a tangle of paper work and phone calls – meaning it was difficult to manage and monitor disruptions across the whole network, let alone deal with them efficiently and effectively.
Disrupting the Disruptions
Metro’s goal was to create a digital platform for team members that allowed them to identify any issues from either their desktop or their mobile. Staff can then respond to and resolve these issues as quickly as possible. This allows everyday Melbournians to get on with enjoying a commute in the world’s most liveable city.