Advanced travel information for rail users

Viasuisse: Reto Lanz, you describe the Operations Center for Passenger Traffic (OCPT) as the «clearing-house for customer information». What does that mean?
Reto Lanz: The OCPT is responsible for all information on passenger rail traffic. Details of delays, train cancellations, alternative travel routes etc.are issued by us. This information is simultaneously passed on through all channels: to the customer service staff at the ticket windows, to Teletext-page 487,to the Internet-page www.166.ch and of course to Viasuisse. If necessary,for example in the case of staff shortages, from the OCPT we can actually keep the passengers on regional trains informed by means of a direct radio link to the train. In future this will also be possible on Intercity trains.

And Viasuisse then passes the prepared reports on to the SBB.
Exactly, but not only that. At Viasuisse the reports are further processed in two ways. Firstly, they are coded and fed into the SBB’s short number 166 in presorted form. This service has been performed by Viasuisse under contract to the SBB since 2008. Secondly, the reports from the OCPT are edited by the traffic news team for radio and other broadcasting channels.

How is the OCPT organised?
The OCPT was opened in Bern in 2006. Before that, we were represented in the three operational management centres: in Lausanne, Lucerne and Zürich. With our own dedicated nerve-centre we are faster and more efficient. We work in shifts, right round the clock. In total, we have about 85 staff from all parts of the country. After all, we are responsible for the whole of Switzerland, and consequently the reports are prepared in the three major national languages and in English. This is not done manually, but by means of text modules, which are available automatically in all languages.

The OCPT is an information clearing-house and also has organisational tasks.
Yes, our staff are also required to ensure that the passengers are given onward transport  with the minimum of friction. In practical terms, they organise replacement trains, if a train cannot proceed because of a technical breakdown. If necessary, they mobilise additional train-staff and engine-drivers. Here they work closely with the Infrastructure Division,as well as with national and international partners. Our responsibilities also include organising replacement buses, taxis or even overnight accommodation for passengers who are unable to continue their journey. We also have to send out SMS messages to train-staff, regional event management and registered groups. Last year we sent out more than 5 million SMS messages!

What influence has the breakneck speed of technological development had on your work?
Travellers today use Smartphones everywhere and all the time to keep themselves informed. And they want to have all the facts as rapidly as possible. They communicate while travelling and don’t wait to send their enquiries or comments by e-mail from their office or from home. Questions are posed extremely rapidly. And of course the customer expects to get an answer with  equal speed.

Mobility is still increasing at a headlong rate, not only on the road, but also by rail. What does that mean for you?
The greatest challenge is the infrastructure. Here, at certain times of the day, we have reached a critical limit, both with regard to rolling-stock and the capacity of the rail network. Nonetheless, it’s a good thing for the OCPT, of course, if more trains are running. That helps us to achieve our objective, which is to get all travellers to their destination, if possible with no delays.

How would you sum up your collaboration with Viasuisse…?
The processes are bedded down, and the sequence of events is clear on both sides. The reciprocal visits, which take place as necessary, promote understanding and mutual trust. These are an excellent starting-point, for the future too.