Northern goes digital to scoop national Rail Industry Award

Having been nominated in three categories, Northern came home with the gong for Project and Service Innovation.

This recognised the introduction of Northern’s Digital Information Screens, which give customers access to real-time train information as well as the company’s Twitter feed.

The screens have been installed at stations along the Cumbrian coast and connect to 3G signals to ensure customers have up-to-the-minute information about their services.

Richard Allen, Customer and People Experience Director at Northern said: “We recently outlined our commitment to delivering excellent customer service and this award highlights just one of the ways in which were are putting this into practice.

“The screens have been well-received in Cumbria, with our customers commenting on the increased level of information available to them.”

Richard added: “We are wholly focussed on improving the customer experience across our network and are in the very early stages of an ambitious modernisation programme.  This will not only see improvements at all our stations, but also the introduction of 281 new carriages, the removal of Pacers and the refurbishment of the remainder of the Northern fleet.

“We want our customers to be fully engaged in the modernisation of the Northern network and will soon be hosting a number of focus groups across the region to give the communities we serve a chance to have their say about our plans.”

As well as picking up the Project and Service Innovation award, Northern also received two nominations in the Marketing and Communication category and a personal nomination for Sam Woolley for Young Rail Professional – Male.

NOTES TO EDITORS

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AWARD: Rob Warnes, Performance and Planning Director, and Beverley Kerr, Customer Communications Manager, celebrate after Northern’s success.