Could we use parcel tracking technology for passenger assistance requests?

[Vespa]

Moderator note: Split from https://www.railforums.co.uk/threads/disabled-woman-stranded-overnight-at-lime-st.219779

Following on from my comment about a NR disability coordinator, we should use a parcel tracking technology which works and cam be adapted, each customer making a request gets issued a bar code tracking number via email and a sticker printed off so that the person would be on the system and tracked throughout every step of the journey from start station, boarded train, in transit, due to arrive, arrived and disembarked safely, close transit ticket, if there is a delay or a misstep not logged within a time frame, it's to be red flagged with immediate search and check.

 

[Bletchleyite]

Following on from my comment about a NR disability coordinator, we should use a parcel tracking technology which works and cam be adapted, each customer making a request gets issued a bar code tracking number via email and a sticker printed off so that the person would be on the system and tracked throughout every step of the journey from start station, boarded train, in transit, due to arrive, arrived and disembarked safely, close transit ticket, if there is a delay or a misstep not logged within a time frame, it's to be red flagged with immediate search and check.

The key thing I want to see is managed hand-off - that would achieve that if it was mandatory for the person responsible for the assistance at that point to have to scan to hand off in the presence of the person who was taking over.

Far too often people get abandoned. Once an assistance "session" has started, there should always be one named person responsible for the assistance, and they need to be held responsible fully until such time as they have actively handed over to someone else in the physical presence of all three people (the person handing over, the person accepting responsibilty and the receiver of assistance), with the person taking over introducing themselves to the assistee at that point. For instance, a guard (or DOO driver) shouldn't be able to release the doors then wander off on the assumption that the station assistance team will show up - they should have to remain with the assistance requestor until such time as the physical in-person handover occurs.

 

[Domh245]

Moderator note: Split from https://www.railforums.co.uk/threads/disabled-woman-stranded-overnight-at-lime-st.219779

Following on from my comment about a NR disability coordinator, we should use a parcel tracking technology which works and cam be adapted, each customer making a request gets issued a bar code tracking number via email and a sticker printed off so that the person would be on the system and tracked throughout every step of the journey from start station, boarded train, in transit, due to arrive, arrived and disembarked safely, close transit ticket, if there is a delay or a misstep not logged within a time frame, it's to be red flagged with immediate search and check.

I think barcoding each person who has requested assistance is perhaps a little too dehumanising, but if you could put a nice "front" on it (integrating it into the main ticket booking if an e-ticket or other QR coded ticket) then it could work

I think I'd much rather prefer the staff-led proposal from @Bletchleyite, but I fear it requires something of a culture change to be successful which could well kill it. The other factor is where assistance has been booked precautionarily and making sure whatever system is in place can handle a situation where the 'receiver' has managed to get themselves onto/off the train without assistance. In that case they possibly don't want staff hunting them down to check that they're OK, nor to be held back awaiting somebody to turn up and 'collect' them. It's a very tricky one to solve!

 

[Bletchleyite]

I think barcoding each person who has requested assistance is perhaps a little too dehumanising, but if you could put a nice "front" on it (integrating it into the main ticket booking if an e-ticket or other QR coded ticket) then it could work

You could just call it an assistance ticket, I suppose.

I think I'd much rather prefer the staff-led proposal from @Bletchleyite, but I fear it requires something of a culture change to be successful which could well kill it. The other factor is where assistance has been booked precautionarily and making sure whatever system is in place can handle a situation where the 'receiver' has managed to get themselves onto/off the train without assistance. In that case they possibly don't want staff hunting them down to check that they're OK, nor to be held back awaiting somebody to turn up and 'collect' them. It's a very tricky one to solve!

Yes, true, there would need to be a mechanism for the assistance user to be able to confirm they no longer needed it, but with the staff not being in a position to try to push them to agree to that. Difficult one.

 

[Vespa]

You could just call it an assistance ticket, I suppose.



Yes, true, there would need to be a mechanism for the assistance user to be able to confirm they no longer needed it, but with the staff not being in a position to try to push them to agree to that. Difficult one.

An email or text follow up could help with that.

I never meant to say dehumanising in any way, I meant utilising the technology albeit with a human face and worded appropriately and they can book it directly or through an app.

If successful would make life so much easier for them.

 

[zwk500]

Instead of Parcel Tracking (which is usually despatcher-led) why not use the apps various Minicab firms use? You can log a request for assistance, stating your station, train and journey and get live updates on whether it's been accepted, which Staff member has the job, etc. You could include a contact function, so they can be called if people can't find them at busy stations etc. This seems to be what @Bletchleyite is after.

This is the current National Rail advertised app: https://www.nationalrail.co.uk/stations_destinations/passenger_assistance.aspx