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Railhub Archive
2015-12-09 LOR-001


Orinoco set to improve availability and accuracy of customer information for UK rail operators

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Orinoco set to improve availability and accuracy of customer information for UK rail operators

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9 December 2015
source LOROL
type Press release

The unveiling of Orinoco by London Overground Rail Operations Limited (LOROL) represents a fundamental change to the way the UK rail industry communicates with staff and is setting new standards in customer communication, particularly during disruption.

“Orinoco is an intuitive, fast and easy to use system that will replace existing communication systems in our Control room and provide our staff with all the realtime information they need to deliver great customer service, especially during times of disruption” explained David Wornham, LOROL’s Customer Service Director.

Orinoco works by combining the latest open data from Transport for London (TfL) and National Rail Enquiries (NRE), as well as the live locations of all London Overground trains, and overlays it with disruption information from the Control room to give staff access to the timely and accurate information about all transport modes in London

Customer Host Gordon Mantey, who works at Shepherd’s Bush and has been involved in the development of the app, says it is “...simply amazing. I love the live map and the final set up. The live departure page is the best feature as it incorporates bus, Underground and Overground train times. The NRE Service Indicator is a really good feature and will save so much time when answering customers’ questions.”

Orinoco also has big benefits for controllers. “What makes Orinoco so very special is the way it creates more efficient ways of working for us as a business; the amount of duplication and effort that is currently required to prepare Control emails and messages is inefficient and time consuming. By finding this new way of working and identifying better ways of sharing an update on, for example, disruption or a broken lift, we can improve customer service, save time and duplication, and also minimise the risk of human error when it comes to data inputting,” continued David Wornham.
So now, with Orinoco in place, the information that LOROL shares and receives as an operator is of the highest standard and for LOROL employees on the front line, Orinoco ensures they have accessible, accurate and reliable information at their fingertips.

Orinoco is an evolution in customer communication at LOROL that also includes the introduction of Lorolpedia, a searchable knowledgebase and the rollout of Smartwatches for frontline customer service staff.


For further information or photos of the technology, please contact Sara Barrow, Communications Manager, on 0203 031 9254 or communications@lorol.co.uk

Notes to editor:
o LOROL operates London Overground rail services on behalf of TfL. Linking 23 of London’s 33 boroughs, it operates 1,473 trains a day, employs 1,500 people and carries more than 520,000 passengers every day.
o LOROL is a joint venture between Deutsche Bahn (DB) (50%) and MTR Corporation (50%). DB’s interest is managed by Arriva, DB’s division responsible for regional passenger transport outside of Germany.
o As part of the concession agreement, LOROL and TfL work closely to deliver high quality rail services. TfL has a dedicated team working at LOROL’s Swiss Cottage headquarters to monitor and support LOROL in delivering its concession agreement with a strong focus on train punctuality and customer service.

Railhub Archive ::: 2015-12-09 LOR-001


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