3. •Privately owned by the Train Operating Companies.
• Receives no Government funding.
• All developments at risk.
• Customer contacts running up to 400M p.a.
• NRE branded web, mobile web, TV app, tablet apps,
SMS, mobile apps, social media and speech recognition
channels.
• Provides 420+ B2B services.
• Employs less than 30 people.
Overview
4. •NRE has funded:
• Darwin real time heuristic predictive application.
• Real time journey planner.
• Season ticket calculator.
• Print you own timetable.
• Alerting.
• Route mapping.
• Cheapest fare finder.
• CIS feeds.
NRE Innovation
6. • NRE costs around £16M p.a. to run including over
£3M p.a. in development funding.
• Darwin (running, maintenance, development, data
feeds and licenses) costs nearly £2M p.a.
• Licence fees for Darwin raise around £400k p.a.
National Rail Enquiries Costs
7. •NRE has a responsibility to the Public as well as
TOCs.
•Outputs must be right to protect both the Public
and TOCs.
•The risk of poor products, and/or inaccurate use of
the service, falls on TOC revenue and industry
image.
•Ultimately we are responsible for the accuracy and
quality of rail information using our services.
National Rail Enquiries - Responsibilities
8. •We run daily surveys on our call
centre, website, mobile site and apps.
•1st quarter of 2013 17,000 surveys across
web, mobile and app.
•The surveys cover satisfaction with all aspects of the
service and verbatim comments which are analysed
every month.
•This leads our development plans.
•We also run ad hoc research throughout the year
either on our own or with other organisations such as
Passenger Focus.
National Rail Enquiries – Customer Feedback
