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Modernised rail industry
Will technology advances or business agility drive modernisation of the rail industry?
Antoine de KervilerDirector R&D, Amadeus Rail and Ground Travel ©
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Passenger Rail Europe Conference7th June 2016
_ I can buy a trip, in minutes, at anytime, fromanywhere, pay the way I want, using my phone, mytablet, the web as I wish.
_ I can get assistance for all my special needs in atimely and efficient manner
_ On board, I have access to fast wifi, can buyfood, drinks, entertainment and services, can changemy seat and modify my reservation.
_ I am always informed about the service. Trains areon-time and reliable, and a solution is promptlyproposed in case of disruption.
_ A modernised railway is profitable, safe, reinvestingin modern rolling stock and a reliable infrastructure.
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A modernised railway
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”You can see the computer age everywhere but in the productivity statistics.”Robert Solow"We'd better watch out", New York Times Book Review, July 12, 1987
Institutional adjustment2015-16
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Technology revolutions also build new organisational modelsThe information golden age
TURNING POINT
DEPLOYMENT PERIODINSTALLATION PERIOD
Next great surge
Previous great surge
Big Bang1971 – Advent of the micro-processor from Intel
Crash2000
Next Big Bang
IRRUPTION
FRENZYGilded age
SYNERGYGolden age
MATURITY
Deg
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Source : Carlotta Perez - ”Technological Revolutions and Financial Capital: The Dynamics of Bubbles and Golden Ages” 2002
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The dreamed-up customer experienceCustomers dream the ideal customer experience from brands they know and like
”Customers have been spoiled. Thanks to companies such as Amazon and Apple, they now expect every organization to deliver products and services swiftly, with a seamless user experience.” – McKinsey May 2014
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Customer centric = customer at the centre of ALL systemsAt the centre of IS – IT systems and all processes
CustomerGood morning, I am calling to refund my ticket
RailwayGood morning Madam, could I have your ticket number please?
CustomerGood morning, I am calling to refund my ticket
RailwayGood morning Madam, could I have your name please?
or
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Standardisation, customisation vs. configuration
1Hardware
Rolling stockSignallingMaintenance Certification
Reduce time to market
2Booking + Ticketing
TicketingInterliningFare structuresSchedules
Increase sales and revenue
3Systems & platforms
Generic ITOffer managementTicketingEmployee systems
Concentrate on customers and B2C
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Don’t build a digital strategy, digitise your business strategy
1
Accelerate
Customers want a quick and seamless
digital experience, and they want it now.
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Cloud & Mobile
Cloud & mobile allow to innovate fast and experiment directly
with customers
3
Buy vs. Build
Customers don’t care if you buy or build; Building is usually slower and more
restricting
4
Platforms
Use platforms and eco-systems to
support processes