Association of Train Operating Companies Information Development Group – GOOD PRACTICE GUIDES FOR CUSTOMER INFORMATION 2013

Description

This comprehensive “Good Practice Guides for Customer Information,” developed by the Information Development Group (IDG) for the Association of Train Operating Companies (ATOC), provides meticulous guidelines for delivering timely, relevant, accurate, and consistent passenger information. Dated November 2013 (Version 3.0), this 104-page document covers all customer touchpoints, from off-station digital services and planning to on-station displays, ticket machines, and on-train announcements, emphasizing disruption management and accessibility. Richly illustrated with numerous maps, timetables, screen layouts, and example posters, it offers practical visual references for implementation. As a thoroughly reviewed and industry-backed resource, it’s an indispensable tool for rail operators and third parties aiming to uphold the highest standards in passenger communication and experience, thereby enhancing customer confidence.