In today’s fast-paced world, passengers expect instant access to reliable and accurate information.
Whether checking real-time departure updates, service disruptions, or platform changes, access to up-to-the-minute travel information is no longer a luxury – it’s a necessity.
In Australia, there is a growing opportunity to enhance rail networks with real-time passenger journey information systems, whether that’s at stations and platforms or on board trains, both of which have the potential to improve passenger experience and operational efficiency.
The rail industry in the United Kingdom defines systems on stations and platforms as Customer Information Systems (CIS) and systems on board trains as Passenger Information Systems (PIS).
Unlike their European and North American counterparts, Australian rail networks predominantly rely on scheduled timetables and manual updates for passenger communication. While this approach has served the industry for decades, it no longer meets modern expectations.
According to research conducted by the International Association of Public Transport (UITP), passengers rank real-time information as one of the most critical factors in their overall journey satisfaction. A separate 2023 study by Transport Focus in the United Kingdom found that 86 per cent of passengers believe access to real-time updates significantly improves their travel experience.
A 2024 report published in the Journal of Public Transportation highlights that there is a knowledge gap in the Australian rail industry regarding passenger perceptions when it comes to design features on stations. The report, Train passengers’ perceptions and preferences for different platform and carriage design features, highlighted that 77 per cent of the Melbourne Metro passengers surveyed agree that the introduction of real-time carriage occupancy data would be helpful to decide which carriage to board.
This finding emphasises that introducing new features such as real-time carriage occupancy data may improve passengers’ journey experience.
The demand for accurate, timely information on station is clear, but the demand for a system that can also solve other challenges is apparent, and Australian passengers are no exception.
A real-time CIS provides instant, dynamic updates on train movements, service disruptions, and platform changes, ensuring passengers always receive the most current information. This not only enhances customer satisfaction but improves operational efficiency by reducing congestion, mitigating confusion, and optimising passenger flow. Real-time CIS also supports accessibility by providing clear, consistent information across multiple channels, including station displays, mobile apps, and onboard systems.
Beyond passenger convenience, real-time CIS can also support rail operators by improving decision-making and reducing pressure on station staff. Instead of relying on manual announcements or outdated schedules, operators can dynamically adjust and communicate changes in real time, improving overall network performance.
Operators have the option to both manually send ad-hoc messages and schedule messages and notices remotely to specific stations, fleets or individual trains.
Rail technology company KeTech has back-end tools that allow operations teams to record, edit and schedule longline Public Address (PA) announcements. The system also allows operations staff to monitor equipment and third-party feeds using digital twin technology. The system has various configuration options for user management, allowing operators to set different access levels for staff.
KeTech specialises in delivering fully integrated real-time CIS solutions that bridge the gap between legacy infrastructure and modern passenger expectations.
Paul Warren, Sales Director at KeTech said: “With decades of experience across the United Kingdom and international rail markets, we have successfully implemented real-time information systems that seamlessly integrate with existing equipment.
“Our expertise in data fusion allows us to consolidate multiple data sources into a single, cohesive system, ensuring passengers receive the most accurate updates possible.”
KeTech’s CIS has intelligence built into its core and can do more than just provide accurate, real-time departure information. KeTech provides CIS to a single United Kingdom train operator at over 470 stations, 26 of which have antisocial behaviour issues.
Multiple studies have shown that playing classical music discourages criminal behaviour. KeTech tailored its system to play classical music at 26 of the train operator’s stations to prevent loitering, vandalism and graffiti. After only a few weeks, the rollout was classed as a success, with customers calling for an encore, saying they felt safer at those stations because large groups had stopped gathering there on a regular basis and causing a nuisance, particularly during the school holidays. The system can schedule certain times of the day for music to be played and at different volumes as to not affect local residents, or it can be controlled manually.
Feeling safe when travelling on public transport is essential for mobility, and fear of crime can be a larger problem for passengers than crime itself. A 2022 report states that Australian passengers value surveillance such as Closed-circuit Television (CCTV), and agree it is one of the most important factors when it comes to passengers perceived safety when travelling by train. However, the passenger only values CCTV if they can verify or have some kind of confirmation that it is active and in use.
KeTech provides on-board passenger information in the United Kingdom on Avanti West Coast trains via its Passenger Information System. Here, the system displays a live feed of the CCTV in the carriages. This provides confidence for passengers that they are being monitored live and aims to deter criminal behaviour. As KeTech’s systems are modular, its CIS has the same capabilities as its PIS and the relevant CCTV feed could be integrated to the CIS.
A key advantage of KeTech’s technology is its ability to integrate with both new and legacy equipment. Many rail networks face the challenge of modernising outdated systems without significant infrastructure overhauls. KeTech’s solutions are designed to work within these constraints, offering a cost-effective and scalable approach to upgrading Customer Information Systems.
Deploying a real-time CIS is only half the battle – ensuring its continuous reliability is just as critical. KeTech provides round-the-clock support, 365 days a year, ensuring that rail operators always have the technical assistance they need.
“Our commitment to system resilience means that our solutions remain operational even under high-demand conditions, offering unparalleled reliability to both operators and passengers,” Warren said.
As Australia’s rail networks continue to expand and evolve, the need for real-time passenger information will only grow stronger. Implementing a robust, real-time passenger information is not just an enhancement, it’s an essential step toward meeting passenger expectations and improving overall network performance.
KeTech’s experience in delivering real-time CIS solutions has transformed rail travel in the United Kingdom. KeTech’s CIS is installed on about 500 stations – each with additional features that have been tailored to meet specific passenger and operator needs in different regions.
Warren said: “By integrating seamlessly with existing infrastructure, providing 24/7 support, and delivering industry-leading reliability, KeTech is ready to help bridge the information gap in Australian rail.
“The future of passenger communication is real-time and the time for change is now.”
