Who can edit Customer Information Screens?

[Surreytraveller]

I assume you're basing this on personal experience at a specific TOC?

Where I work, only the Info Controllers (8) are trained on CIS and have a log in for it, nobody on any other desk (8 other desks) has had training or given credentials for the info systems.

The major stations all have an unrestricted CIS terminal (some have dedicated announcers still) and can edit everything at their station and in their area that Control can.

That's the other thing. Other staff won't even be able to log in to the system, even if they knew how to use it, if its not within their job description

 

[Horizon22]

That's not what I'm saying.

I disagree because to say that there are GTR staff in Three Bridges ROC who don't know how to use LICC, is factually wrong. I don't care what job they do, or how they got there and that wasn't what I was saying at all.
LICC isn't a complicated system to learn the basics. (Probably a couple of hours to learn). Any of those staff can (and do) make basic alterations - platforms, cancellations etc. More complex jobs like inputting new trains takes more knowledge.

There is absolutely no way that everyone there knows how to use the basics. It may well not be a complicated system to use (although it has some powerful features), but some people may have never touched it. Just because something could be done, does not mean it is.

There’s also something called competency and people won’t be just randomly going to use other systems they’ve not been signed off for.

== Doublepost prevention - post automatically merged: 24 Aug 2022 ==

I assume you're basing this on personal experience at a specific TOC?

Where I work, only the Info Controllers (8) are trained on CIS and have a log in for it, nobody on any other desk (8 other desks) has had training or given credentials for the info systems.

The major stations all have an unrestricted CIS terminal (some have dedicated announcers still) and can edit everything at their station and in their area that Control can.

This is indeed how it generally works around the country in my experience.

 

[TUC]

It's very striking when following a late running train on RTT that it often updates the position several minutes before it is reflected on the CIS,

 

[tpjm]

You've also got the instances where a train is split (TFW often do this on their distance trains. Terminate at Shrewsbury, restart from Cardiff) and the CIS screens can't cope, they then show one cancelled and one running at the exact same time, on the exact same route, same stops, everything. It just can't cope with the fact that the train is split. Needlessly confusing passengers.

The challenge with this statement is that is it fundamentally two different train services. For example, in the instances where there is no guard for the middle portion of a journey, the unit may terminate and then become a Class 5, but it cannot restart as the original headcode on the same schedule when the next guard joins. This would be even more confusing for customers, especially those trying to claim delay repay. If this were the case, the TOC would be deceiving customers and ultimately, the client (DfT/RNP) by fiddling the figures.

 

[boiledbeans2]

Certainly at the "hub" stations on SWR and GWR networks such as Reading, Bristol TM, Basingstoke, Woking and Guildford, this is not the case and the staff have local operators with direct control over the CIS at these and surrounding stations.

I like the CIS and whoever controls it at Woking. It seems to be actively edited.
For example, recently, a few minutes before a 3-car Class 159 arrived at Woking (heading to Waterloo), the CIS had a note "3-car only!" (exclamation mark included!). It also had a note about the train being very full though I don't remember the exact words.

 

[IanXC]

The challenge with this statement is that is it fundamentally two different train services. For example, in the instances where there is no guard for the middle portion of a journey, the unit may terminate and then become a Class 5, but it cannot restart as the original headcode on the same schedule when the next guard joins. This would be even more confusing for customers, especially those trying to claim delay repay. If this were the case, the TOC would be deceiving customers and ultimately, the client (DfT/RNP) by fiddling the figures.

And that is easily resolved by removing the stops from the original train after it restarts except the destination. Thus you have:

Original train: A, B, C (terminate), D, E, H
Restart train: F, G, H.

Stations F and G therefore don't see two trains, yet anyone at D and E see that their train to H is cancelled.

 

[Geeves]

At Manchester Victoria the station announcers have access to everything control does.

 

[WAB]

CIS management won't want Ops staff touching the CIS

This has not been my experience.

 

[Horizon22]

This has not been my experience.

It’s a bit of both. Operations / train controller staff can be a too “operations focussed” in their messaging for instance which isn’t always passenger / user-friendly. Many on this group are enthusiasts and understand some of the intricacies of the railway, but the vast majority of the population don’t. And messaging needs to reflect that, something that can occasionally cause contention on these forums.

== Doublepost prevention - post automatically merged: 25 Aug 2022 ==

I like the CIS and whoever controls it at Woking. It seems to be actively edited.
For example, recently, a few minutes before a 3-car Class 159 arrived at Woking (heading to Waterloo), the CIS had a note "3-car only!" (exclamation mark included!). It also had a note about the train being very full though I don't remember the exact words.

Exclamation marks are generally discouraged as it can make things look unprofessional in such a regard almost like Woking are trying to make a passive-aggressive statement on the company! As for the wording, the CIS has an auto-triggered PA of “service is reported to be full and standing” (or similar) if the operator has attached it to the selected train.

 

[WAB]

It’s a bit of both. Operations / train controller staff can be a too “operations focussed” in their messaging for instance which isn’t always passenger / user-friendly. Many on this group are enthusiasts and understand some of the intricacies of the railway, but the vast majority of the population don’t. And messaging needs to reflect that, something that can occasionally cause contention on these forums.

My point to @Surreytraveller was that even with no CIS controller, there will normally be someone who can do the bog standard cancellations, alterations, diversions and additional services.

 

[Ashley Hill]

Where train formations shown on CIS are wrong (ie CIS shows 1st leading when it’s at the rear) guards at my TOC can change the CIS accordingly using an app on our phones.

 

[Inthewest]

They're all trained to use it.

Not always.

Different Controls work in different ways.
Some Train Controllers went straight into that role. Many Maintenance Controllers won't have a scooby how to operate the CIS systems.
Some Controls will have a 24-hour CIS controller, others will not... relying on the Train Controllers to send the information out on the appropriate system, that will update the CIS at the same time.

 

[TUC]

I recognise that the reality is that it would involve multiple system upgrades and data connections to fix it, but it is stilll very striking how sites such as RTT can use real time data in a way that CIS can't, and it would surely provide a better solution for passengers and reduce the pressure on Control staff if CIS were similarly linked?