The National Rail Communication Centre (NRCC)
The NRCC plays a vital role in the NRE operation, by acting as a clearing house for information sent from Train Companies, which generally contains railway jargon and acronyms.
Introduction
The NRCC edit messages from Train Companies (TOCs) and publishing in a customer-friendly way, ensures information reaches passengers in a way they can understand. The NRCC receives information from the TOCs and Network Rail by:
- The control room messaging system
- Telephone
- Telephone conference
What does the NRCC do during service disruption?
The NRCC provides a customer-friendly summary of the incident, the impact and advice to enable passengers to make an informed choice about their travel plans. This is presented in the following format:
- Problem – the cause of disruption / train or line of route involved
- Impact – what the service is doing / amount of delay in minutes
- Advice - any alterations to service / what passengers should do
This information is provided through the following channels:
- Service Disruption area of the National Rail Enquiries website
- Journey Planner Bulletins are applied to relevant journeys (bulletins are pieces of textual information that are attached to either trains, stations or lines of route)
- Live Departure Board messages are applied to each station affected by the disruption giving a headline summary of the disruption
- Email to the media, ensuring that information being given through the radio and television is consistent with that given by NRE.
The NRCC also manages changes to train schedules in Darwin. This ensures that all real time systems powered by Darwin hold accurate data.
Engineering Work
When the NRCC receives information about engineering work, they check that the amended services are showing correctly in the Journey Planning systems. Any errors or omissions are fed back to Network Rail and the TOCs to resolve.
They then publish a customer-friendly summary of the work enabling passengers to make an informed choice about their travel plans. This is presented in the following format:
- Location - the location of the work/ line of route involved
- Impact - any alterations to service / length of extended journey times
- Advice - what passengers should do
This information is provided through the following channels:
- Future Engineering Work area of the National Rail Enquiries website
- Journey Planner Bulletins are applied to relevant journeys (bulletins are pieces of textual information that are attached to either trains, stations or lines of route)
Retail Information
The NRCC is key to NRE's ability to provide reliable, impartial and consistent retail information across all of NRE's channels. These are:
- National Rail Enquiries website
- A staff Knowledgebase
- LISA, the Virtual Assistant
- Ticket Information
- NRE contact centres
Station Information Pages
The NRE website has station facilities information pages, giving detailed information about all stations on the National Rail network.
Each TOC is responsible for updating the information about the stations that they manage, but the NRCC liaise with each TOC to
Special Offers and Rangers & Rovers
NRE have a dedicated area of the website for Special Offers and Ranger & Rover tickets. Using this information, the Journey Planner will highlight appropriate rangers/rovers or special offers, should this be the most suitable fare for the journey.
Contact Centre Adviser Briefings
It’s important that the Contact Centre advisers are kept up to date with information about TOC’s services. TOCs will send information to the NRCC, who will arrange for the advisers to be briefed if appropriate.
Buying tickets in Advance
NRE now show information about Buying Advance tickets and reserving seats, providing a summary of the farthest travel dates in the future where it is possible to reserve seats and buy Advance tickets today.
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