OUR APPS

AP3 has developed a suite of rail solutions to address industry challenges that are affecting all rail operators. Our solutions are built on the NOW platform – the intuitive user experience, powerful workflow capability, speed of development and levels of integration that can be achieved with ServiceNow make it an ideal platform to drive improvements and automation in a traditional sector like rail / transport.

RAIL COMPENSATION

Rail delays and passenger complaints typically result in rail operators having to pay compensation to their customers. In jurisdictions like the UK this is a complex, time consuming and expensive process and the details of the claim must be checked and validated before it is paid.  Historically the systems for managing this process have not been up to the job, system updates and performance are poor, and the only option has been to add contact centre agents to the process.

AP3’s Rail Compensation solution streamlines and automates the complaints and compensation process significantly reducing case processing time and freeing up agents to work on high-value customer cases.  The solution offers:

  • Automatic Delay Repay (one click claims) which uses our unique Rail CMDB (Configuration Management Database) to validate claims and automatically issue payment.
  • Journey validator to automate the validation of complex journeys over multiple legs returning a result to the agent, from within the case in a matter of seconds.
  • Email and letter builder enabling you to choose pre-approved templates to author communications to your customers.
  • ORR compliance reporting to reduce the time taken to publish your data in the ORR format from 2-3 days, to only minutes.

Download the rail compensation data sheet.

RAIL DISRUPTION

A disruption management solution has not been developed in the industry before as the problem was deemed too difficult to fix. AP3’s Rail Disruption solution manages operational plans and customer service during periods of major rail disruption. Control staff are able to coordinate and instantly communicate the required recovery plan to a particular type of disruption drastically reducing the number of inbound and outbound phone calls to the control centre.

Frontline staff are empowered with real-time information (on any mobile device), with the latest information and recovery plans, they are also able to feed into the operational decision-making process. This enables staff to provide accurate information to customers and for customers to proactively access information for themselves to plan onward journeys and alternative routes. Resolving this industry-wide problem has the potential to change the customer perception of the rail sector bringing significant economic and environmental benefits.

This solution provides you with:

  • A Control Log which provides a record of unplanned operational events in an auditable, referenceable and searchable record that can be viewed by all staff.
  • Staff scheduling to provide information to control of who may be impacted by events affecting stations or services.
  • Business continuity and response planning to assemble response teams, automatically assign tasks and provide updates to all staff to resolve issues faster.
  • Realtime updates and ticket acceptance to share with customers so they can plan alternative journeys based on accurate, up to the minute information.
  • Access to the ‘My Trains’ application to show staff all the information related to the services they are assigned to that day, with changes being reflected in real time.

Download the rail disruption data sheet.

RAIL FRAUD

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Train Operating Companies (TOC’s) in the UK estimate that anywhere between 10-30% of the compensation claims that they pay out are fraudulent; individuals claiming compensation for trains they were never on or claiming multiple times using a system of false names and addresses.  This represents tens of £millions in financial losses.

Until now the only real option for identifying fraudulent claims was a retrospective hunt through vast amounts of claims data but once a claim has been paid it is a lengthy and expensive process to try and recoup the lost money.  AP3’s Rail Fraud solution is the first to detect fraudulent compensation claims as they are being processed and prevent the claim from being paid, potentially saving rail operators millions.

Our rail fraud solution offers

  • A connected consumers map which links claimants based on their contact details to identify claimants using false names or addresses and even organised crime units working together.
  • Adaptive analytics to detect system wide increases in claims and adjust indicators accordingly to prevent false positives.
  • A Journey Validator to quickly validate whether the journey being claimed for was delayed, without the need to log into separate systems and wait for queries to be returned.
  • Journey timelines for agents to map all the claims that individuals and connections have made over the last 6 months showing where multiple journeys and duplicate claims are being made.

Download the rail fraud data sheet.

These solutions work together and the rich rail dataset that is held in ServiceNow can enable a myriad of process improvements and automation across a typical operator’s business. A combination of our expertise and the NOW platform make these solutions a compelling proposition for the rail and transport industry.

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