How to put the UK’s railways back on track

by transforming the customer experience

By creating a compelling retail experience, backed by open, component-based systems, the nation’s rail operators can greatly improve revenue generation and cost efficiency

The recent McNulty report on value for money in the UK rail industry brought home what many in the sector knew already: the UK’s railways are considerably more expensive than those of its European counterparts – and there’s plenty of room for improvement. Sir Roy McNulty’s recommendations include tripling the length of franchises offered to train operating companies, as well as improving co-ordination and co-operation among the various organisations collectively charged with delivering UK rail services. McNulty contends that if his package of measures – which also covers a range of regulatory, employment and cultural issues – is implemented in full, then the industry could make savings of £1 billion a year by 2020.

Longer franchises are certainly welcome. With more time to recoup investments, the move will give operating companies a far greater incentive to focus on longer-term operational efficiencies and measures that improve their customers’ experience. At Fujitsu, we believe there are two key elements to realising these benefits. One is to work with technology partners that have the experience and expertise necessary to take advantage of new systems and services in a way that’s flexible enough to adapt to an uncertain and rapidly evolving market. The other is that the industry must take on board the latest developments in the wider retail industry to dramatically improve the rail retail experience for customers.

Nick Chisnall is Head of Rail at Fujitsu UK & Ireland

Share this page