27th February 2019

Network Rail chooses Civica’s cloud-based services to improve customer experience and create new jobs

New contract with Civica OnDemand includes introduction of new 24/7 customer service platform in just nine weeks and job creation in Hull area

Civica, a market leader in business-critical software applications, digital solutions and managed services, has been selected by Network Rail to implement its cloud-enabled OnDemand solution to deliver an enhanced 24/7 customer service platform. The new partnership will drive the rail operator’s digital transformation vision and further improve customer experience for all users.

Network Rail operates 20,000 miles of track and looks after more than 4.6 million daily rail journeys in the UK. From emergency and safety-related enquiries to information about managed stations, train times and ticket queries, Civica is working alongside Network Rail’s Digital Team to provide a new customer service platform which will allow users to speak to customer service teams across email, live chat, phone calls and social media communications at any time of the day or night.

The new project has seen around 40 new jobs created in Hull, with all customer queries now directed through the Kingston Centre, a customer service centre created by Civica, in partnership with Hull City Council in 2015. Centralising customer services will enable Civica to handle all of Network Rail’s communication channels from one platform to provide improved, inclusive and scalable customer service delivery.

The partnership highlights Civica’s latest work in the travel and transport industry. Civica is already helping to transform Network Rail’s service delivery, through using data to streamline operations and embracing emerging technologies including real-time analytics.

Following the start of the partnership, Network Rail’s helpline has been recognised in the ‘Top 50 Companies for Customer Service’, as one of the top ten for customer service and the Best in Public Sector.

The highly-ranked customer service centre, run by Civica, covers a variety of different enquiries including: protecting the safety of users and people living by the railway; alerts around track or signal failures; handling complaints due to noise, delays or maintenance; and liaison around commercial property issues.

Speaking of the partnership, Andrew White, Customer Service Director at Network Rail said: “Due to the number of people we serve daily, and the scale of the infrastructure we manage across the country, our customer service operation is vital. We chose Civica because of its track record and excellent customer service offering, which includes the ability to deliver a multi-channel, inclusive platform.

“Our service ranges from physical emergency threats, to helping people get to work on time, so it’s imperative that our customer service is as efficient as it can be. It can often take up to nine months to bring in a new customer service platform, but Civica managed it in nine weeks which is unprecedented, particularly to the high standard that our customers require. We are delighted that due to our partnership with Civica, we were placed first for the public sector at the ‘Top 50’ customer service rankings and we look forward to continued success in the future.”

Gary Bell, Executive Director, Managed Services at Civica said: “We’re excited to have partnered with Network Rail through migration to our cloud-based OnDemand resource. Our services will support the rail operator’s digital transformation vision and ultimately enhance its customer experience. We are looking forward to continuing our work with Network Rail in the future to provide innovative technology solutions to meet its evolving digital requirements.”