Reducing Incidents through Competence Management
Heathrow Rail reduced incidents from 25 in a two year period to just 2, here’s how…
Heathrow Rail is part of the Heathrow Airport Engineering and Asset management team. They are responsible for maintaining the rail infrastructure such as tracks, platforms, and signals which are then used by companies such as Heathrow Express, TFL Elizabeth Line and London Underground Piccadilly lines.
As well as the rail infrastructure, Heathrow Rail operates and maintains the Heathrow POD system and the Track Transit System in Terminal 5.
- Heathrow Rail operates 3 underground rail stations with a total of 10 platforms (6 Heavy Rail, 2 safeguarded for future expansion and 2 at T5 London Underground).
- 18,000 customers travel through the stations each day.
- The tunnels and tracks systems will be able to handle 24 trains per hour by 2030.
Heathrow Rail offers a premier service to their customers connecting them to London Paddington from Heathrow Central in 15 minutes. As the business is customer focused, competence management is critical as safety and minimising customer incidents is paramount.
Roland Snooks, Competence and Training Manager, Heathrow Express said,
“We chose to work with AssessTech because of their tablet solution which means data can be collected in the field in real-time. This helps us react quickly to incidents and potential problems as we have the latest data to hand. We were looking to improve our monitoring process and the AssessTech platform has helped deliver that”
An award-winning service
Customer Service is critical to Heathrow Express, which frequently receives over 95% overall satisfaction in the National Rail Passenger Survey. Using the AssessTech platform, Heathrow Express has been able to closely monitor standards and identify areas in which to improve their customer service. The platform provides the management team with detailed information around incident and accident management and their overall impact. Monitoring these and improving the competency of their team has helped Heathrow Express, in growing a safety culture, dramatically reducing incidents from 25 in a two year period, down to 1 or 2.