RDG was stuck with outdated ticketing systems, so they joined forces with Nasstar to move everything to the cloud.
CLIENT
Rail Delivery Group
INDUSTRY
Transport
SERVICE
Cloud
PARTNER
aws
The client
With the rail industry moving away from traditional analogue and paper-based ticketing infrastructure to a more digital, customer-focused approach, RDG needed to undergo a digital transformation to ensure its technical solutions were ready to support this change.
This case study can also be found over at Colibri Digital, part of The Nasstar Group.
The challenges
RDG aimed to make ticketing more digital to improve the customer experience and make rail travel easier and more appealing.
RDG envisioned a railway experience whereby customers can access high-quality, timely and personalised information throughout the entirety of their journey, with ticketing products that allow them to consume these services in a tailored manner.
As well as meeting the needs of the public, RDG also wanted to offer services to its members that would allow them to reduce their costs while providing a highly reliable service that’s secure, scalable and resilient.
To meet these objectives, RDG must offer the right kind of products and high-quality journey information to their end users, which is impossible without fast and reliable data.
RDG’s current Transaction Management Service (TMS) has been functional and highly successful since it was implemented by Nasstar in 2014, but due to the age of the platform and the subsequent progression in technology, development work was costly and time-consuming. To meet the changing needs of the industry, passengers, and train operating companies, RDG needed a scalable and flexible platform that delivers changes quickly, efficiently and in a cost-effective manner.
With a partnership spanning more than a decade, RDG approached cloud services specialist Nasstar to take on the digital transformation of their TMS, to aid improvements to the customer journey with a key focus on innovative ticketing and tailored experiences to meet the organisation’s future business objectives.
Our goal
The outcome
The highly flexible and cloud-based TMS platform gives RDG the ability to scale services up or down as needed and supports long-term growth and innovation in line with evolving customer demands and market trends.
Automated processes - such as refunds and delay compensation - replace manual, time-consuming tasks. This improves speed, accuracy, and satisfaction for passengers while reducing operational burdens on train operating companies.
With the new digital platform, RDG can implement additional ticket types (e.g. pay-as-you-go) and services, opening doors to new revenue streams and providing more flexible travel options for passengers nationwide.
The platform’s low initial cost, increased automation, and reduction in manual processes translate into lower operational expenses and more efficient service delivery across the rail network.
"We work with Nasstar across a range of services at RDG, and we see them as very much a partner in what we’re trying to achieve within the rail industry. The expertise that Nasstar has gained through working with the rail industry for a very long time, alongside their expertise in AWS deployment, means that they’re a natural fit for us on this TMS project. It is incredibly important to have a trusted partner to work with on this digital transformation. With a much more reliable, scalable and secure platform, we will have the unique ability to deliver innovative and improved services to our train operating companies and travelling passengers, helping to make Britain’s railways better."
John Backway
Head of Central Back Office
•Rail Delivery Group
