Our new service disruption plans

Wednesday, November 02, 2011

It's vital that all our people know what to do when something causes a big disruption to our services - be it blizzards, civil disturbances or a computer systems failure.

That's why we've developed a Service Disruption Response Plan (SDRP). It will help us manage less predictable problems, and anticipate ones we can do something about - such as station closures.

We've defined a list of triggers. Once a trigger has been recognised, the Customer Service Centre will kick the SDRP into action, with specific processes, activities roles and responsibilities to be carried out across the business.

We've even developed a response planning tool called 'Dave'. He's great in a crisis.

< Back to all news articles