Long-distance train operator announces multi-year contract with ACE to develop its digital customer platform
The Birmingham-based CrossCountry – also known as XC Trains Ltd – operates long-distance train services from Aberdeen to Penzance, as well as to destinations such as Bournemouth, Cambridge, Cardiff and Stansted Airport, calling at some 120 stations in total across the UK. It connects seven of Britain’s 10 largest cities and delivers 240 services every weekday: totalling more than 42m passenger journeys each year.
CrossCountry Voyager passing Durham, photo by Ian Wright and used courtesy of CrossCountry
But last year, the then Secretary of State for Transport, Louise Haigh, wrote to CrossCountry about her ‘serious concerns’ over its services, citing a ‘breach [of] contractual targets for cancellations’, a ‘three-month reduced timetable’ and ‘the need to provide clear information for passengers’.
The operator has been working to improve on this – and improvements to its digital services should help with the provision of clear, up-to-date information.
To achieve this, CrossCountry has awarded a multi-year contract to Arriva Customer Engine (ACE), following a process of competitive procurement. It was selected from 22 competitors through the government’s Utilities Contract Regulation (UCR) framework.
The ACE digital platform is already the foundation underlying websites and mobile apps of various other UK transport operators. It offers an all-in-one solution for customers with intuitive design to quickly and conveniently plan journeys, book tickets (without booking fees), receive live travel updates and access essential information.
Of course, technology cannot solve all the issues cited by the Secretary of State but it is part of a wider package of initiatives that aim to improve the rail service for passengers.
Mark Anderson, Customer & Commercial Director at CrossCountry, says: ‘We are delighted to partner with ACE to bring an enhanced digital experience to our customers – without the burden of booking fees. Investing in the latest technology means we are making it easier for passengers to plan and book their journeys with confidence while also ensuring they receive the most up-to-date travel information.’
Neil Shah, IT & Digital Director at Arriva UK Trains, adds: ‘We are delighted to be working with CrossCountry and to bring our market-leading platform to even more customers. ACE will make it cheaper and easier to purchase tickets, improving the customer experience and encouraging more people to travel on public transport.’
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