Case study: MTR Elizabeth Line (MTREL)

MTR Elizabeth line (formerly known as MTR Crossrail) is the operator of the Crossrail concession and is currently running TfL Rail services between Liverpool Street and Shenfield, Paddington and Hayes & Harlington, and Heathrow and Reading. Once the Elizabeth line opens, the company’s operations will eventually cover all aspects of train and passenger service operations.

Operational context

While work started back in 2015, the project had been dogged by delays and the original opening date in 2018 had been continuously pushed back. This created an unusual set of circumstances when it came to training.

The challenge

"The extended length of the project has presented us with challenges", says Howard Pugh, Head of Operations Learning at MTREL. "While we’re already operational, we’ve trained 400 drivers in preparation for the opening of the full Elizabeth line. Training is ongoing so we need to ensure they remain motivated, their competence remains at a high level and their confidence is maintained."

What they did

One way of addressing this has been to develop a video library that drivers can access at any time to refresh themselves with recreated experiences. "We felt that we could introduce something more engaging so started exploring augmented reality (AR) and mobile applications as a potential solution", Pugh said. "Our key concept in investing in technology is about enhancing what we do. Can we make it better? Can we introduce tech that can improve performance? Can we reduce operational risk and incidents? Can we improve retention?"

In such a highly regulated industry, there is a significant amount of compliance training, which tends to be classroom based. AR has given people an opportunity to learn and practise more than once. One app, for example, provides drivers with access to a virtual train, allowing them to ‘play’ with it whenever they want to refresh their learning on traction.

Before any technology is introduced, Pugh consults the trade unions and involves them in early testing. It is also tested on trainee drivers as proof of concept to provide additional opportunities for feedback.

Outcomes

The technology was only piloted when it functioned properly to prevent trainees focusing on the performance of the app rather than the training it was delivering. The company is now piloting for phase one delivery, after which it will gather further feedback before moving to phase two. "What is important is not the app – it’s the way the app is used. How does that get integrated into the way that we deliver training? What is the vision in terms of what you want to use the app for? Anything we develop in terms of technology is based around how our people can be professional or take performance control of their own safety. That’s the human side of it."