Arriva Trains Wales

Overview

Arriva Trains Wales invested in new handheld contactless ticketing systems which would be used on trains across the network. The roll-out of numerous new devices would require an asset management solution to allow devices to be safely stored between uses whilst being made accessible to multiple users. Arriva also required a system which would meet Card Payment Industry regulations (CPI).

Challenges:

Arriva Trains Wales operate on a network stretching countrywide from Anglesey to Cardiff, with many stations in remote locations which are often unmanned. Stations that are manned run only within specific operating hours, meaning conductors are unable to access essential equipment for periods of time outside of these hours.

Reliability of equipment can often become an issue, along with the burden to conductors having to haul around heavy items not only whilst working but when taking breaks which can leave handheld devices without sufficient charge to remain functional.

Utilising card payment machines offers Arriva the capability to process payments on the move but whilst no data is stored on the devices, they could potentially pose a risk if found in the wrong hands. Complying with CPI regulations was therefore a main priority, along with implementing a solution that would safeguard their assets when not in use and allow them to be tracked at any time.

Solution:

We worked with Arriva to understand their individual challenges and requirements and designed a bespoke intelligent locker system to meet those specific needs. Software built into the mobile device storage system was tailored to allow collection and return configurations, also enabling staff to use for storing and charging personal devices when required.

Ian Hughes, Senior Conductor Manager at Arriva Trains Wales, said: “Our new ticket vending machines bring us up to date with the latest technology in the industry and protecting this equipment and complying with industry regulations is paramount to us.”

Implementation of the intelligent locker system offered Arriva the opportunity to ensure the safety, security and reliability of valuable equipment, whilst also enabling staff to easy access to fully charged devices so they can work effectively.

The addition of a BYOD feature within the system offers peace of mind to those who need personal item storage to securely store and power up smartphones or other mobile devices during long stretches of travelling between stations.

The initial pilot system installed at Treherbert Station was so successful it prompted further orders from Arriva Trains Wales, with a further 8 systems being deployed across the network.

Ian Hughes adds, “The pilot was extremely successful and proved to not only meet our requirements but exceeded them with its bespoke software and reporting functions. It’s great to know that we have invested in a system that can develop and, as our requirements change, the system is ready to grow with us.”

The value of these intelligent locker systems has become clear since their roll-out across the network and, as well as upgrading these lockers as needs demand, there is great potential for further asset management solutions being adopted by Arriva Trains Wales in the years ahead.