Rail Safety & Standards Board – GOOD QUALITY INFORMATION FOR PASSENGERS ON DRIVER ONLY OPERATED TRAINS 2016

Description

This Good Practice Guide addresses improving passenger information on Driver Only Operated (DOO) trains, emphasizing timely, accurate communication—especially during disruption. Current provision relies heavily on drivers and systems such as Darwin, NRCC, on-train PIS, National Rail Enquiries, and social media; gaps have led to serious safety and welfare issues (eg. the 2011 St Pancras–Kentish Town incident). The guide promotes technological and procedural improvements: GSM-R enhancements (PIDD) to let train operating company (TOC) control make PA announcements to DOO trains, integration projects under the Customer Information Strategy (TMS integration, Darwin interfaces, GPS gateway, Darwin CIS and on-train feeds), and greater use of social media and staff mobile devices. Recommended operational practice includes an initial driver announcement within two–three minutes and regular updates, with TOC control or on-site support stepping in if the driver cannot speak. Research (T1065) and international examples (London Underground, MTR Hong Kong, Swiss Federal Railways) inform guidance. Benefits include better customer experience, reduced unsafe self-evacuation, consistent messaging and likely increased patronage.