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  5. South West Trains, the largest rail franchise in the UK, has signed a contract with Fujitsu Services, one of Europe's leading IT services companies, to install and manage Fujitsu's new STAR ticket issuing systems in 150 of its stations.

South West Trains to improve customer service in station ticket offices with help from Fujitsu

South West Trains, the largest rail franchise in the UK, has signed a contract with Fujitsu Services, one of Europe's leading IT services companies, to install and manage Fujitsu's new STAR ticket issuing systems in 150 of its stations.

December 08, 2004

South West Trains, the largest rail franchise in the UK, has signed a contract with Fujitsu Services, one of Europe's leading IT services companies, to install and manage Fujitsu's new STAR ticket issuing systems in 150 of its stations.

The new systems will enable South West Trains to deliver better customer service including reduced queuing times by allowing faster and more accurate journey enquiries and ticketing. The system also has Chip and PIN capabilities to ensure that rail transactions are more secure.

300 STAR Ticket Office Machines will be deployed across South West Trains' network by the end of 2005. STAR will help front line ticket office staff, by streamlining the sales process and allowing them more time to assist passengers. South West Trains will also aim to realise savings in the back office, as STAR provides managers with better information, more quickly, than the legacy APTIS systems that are being replaced. Considerable paper-based administration will also be removed, allowing South West Trains staff to focus on higher value activities.

Following extensive trials of the competing solutions during 2003, South West Trains undertook a formal procurement under EU competition rules. At the end of the evaluation they decided that STAR was the best fit to their business requirements, and ultimately offered the best value for money.

Elizabeth de Jong, head of retail developmentfor South West Trains said, "South West Trains has been seeking to improve the standard of customer service in station ticket offices. This is to meet high customer expectations that have been set by the level of service now offered by high street retailers. Unfortunately the legacy ticket issuing systems currently used in the railway, such as APTIS, were developed in the 1980's and cannot support modern retailing needs such as the advent of Chip & PIN cards. With our new ticketing systems in place we can match this higher customer expectation by reducing queuing times, offering complex journey itinerary and safer financial transactions."

Richard Dickson, account director for Fujitsu Services says, "We have been working very closely with the rail industry for over two years on the development and testing of STAR. Fujitsu is delighted to receive this vote of confidence from the UK's largest rail franchise.

We believe the combination of our retail experience and successful track record in developing complex rail systems has enabled Fujitsu to develop the premier rail retailing system for the 21 st century. Fujitsu has long had a reputation for delivering an excellent service to retail customers and we're delighted to be able to extend this and offer the same service to rail operators."

About Fujitsu Services

Fujitsu Services is one of the leading IT services companies in Europe, Middle East and Africa . It has an annual turnover of £1.74 billion, (€2.58 billion) employs 14,500 people and operates in over 20 countries. It designs, builds and operates IT systems and services for customers in the financial services, telecom, retail, utilities and government markets. Its core strength is the delivery of IT infrastructure management and outsourcing across desktop, networking and data centre environments, together with a full range of related services, from consulting through integration and deployment. Headquartered in London , Fujitsu Services is the European-centred IT services arm of the Fujitsu Group. The Fujitsu Group is a US$45 billion (€37 billion) leader in customer-focused IT systems and services for the global marketplace.

About South West Trains

South West Trains is part of the Stagecoach Group. South West Trains runs 1,635 trains every weekday, serving 207 stations and employing around 5,250 staff. London Waterloo is the hub of our network, and is also home to London Underground and Waterloo International terminal for Eurostar services to Paris and Brussels via the Channel Tunnel. Approximately 143 million passenger journeys a year are made on routes through Hampshire, Surrey, Dorset, Wiltshire, Berkshire, Devon, Somerset, Cornwall, East and West Sussex and Greater London, serving a mixture of commuters and longer-distance travellers. Since taking over the franchise in 1996 we have added in excess of 12,000 additional peak seats. Over the same period, the number of trains run by South West Trains has increased by 80 trains each weekday and 405 trains per week in total which equates to a 5% rise since franchising.

Graham Goulden

Phone: Phone: + 44 (0) 1753 604736
Fax: + 44 (0) 1753 604669
E-mail: E-mail: graham.goulden@uk.fujitsu.com
Company:Fujitsu Services

Nichola Waller

Phone: Phone: + 44 (0) 20 73861403
Fax: + 44 (0) 20 73854768
E-mail: E-mail: nichola.waller@fireflycomms.com
Company:Firefly Communications

Date: 08 December, 2004

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