MTR Stockholm Subway

MTR Stockholm is responsible for the running, planning and maintenance of the Stockholm underground train system, under contract from SL (the Stockholm Local Transport Authority).

MTR-Stockholm

Improving customer satisfaction with employee mobile applications

When awarded the Stockholm subway contract, MTR Stockholm pledged to ensure better punctuality, fewer cancelled departures and a cleaner rail system. A key success factor to achieving these goals was to provide better information to staff in real-time, using advanced mobile technology. With Appear IQ, MTR Stockholm’s mobile employees now have a user-friendly solution, which sends the precise information they need, when and where they need it. Now with prompt reporting of defects and frequent traffic disturbance updates being sent to frontline workers, providing customer satisfaction has never been easier.

Using the power of context to streamline operations

In less than 6 months Appear and its partner Logica implemented a solution based on Appear’s IQ platform, able to to meet the needs of MTR Stockholm’s frontline staff. The solution enables the push and synchronization of personalized information in real-time over 3G networks to handheld devices. AppearIQ Platform supports a number of workflow applications, such as defect reporting, station inspection, travel information, rostering, tasking and travel disruptions.

The innovative use of context allows MTR to fulfill the key performance indicators (KPIs) outlined in MTR’s service level agreement with the Stockholm Local Transport Authority. Specifically:

  • Context ensures that employees receive relevant tasks based on their location and availability. For example, the closest available member of staff will be notified of a specific passenger or PRM (a person with reduced mobility) who requires immediate assistance. Staff are now able to respond within a 15 minute timeframe.
  • Context ensures that employees receive relevant traffic disruption updates in real-time. As these messages are filtered using the employee’s location as a base, the employee does not suffer from “information overload”. Staff can therefore receive the most important disruption messages and respond within the required 15 minute time frame.
  • Context ensures that reports of faults or graffiti are immediately sent to the maintenance teams and cleaning back-end systems together. Teams receive the exact location of the incident so they can ensure that appropriate actions are taken within the required 24h response timeframe.

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