Transform Staff Communication with Papagayo

Whenever disruption occurs, the ability to share accurate information to impacted staff quickly, is paramount.

Instead of needing to invest time to identify crew and calling each person individually, Papagayo ensures consistent, timely and targeted messaging to any staff, at scale.

To send a message, users define the audience, timing window and message content. Messages can be sent to specific crew, or more broadly to crew based on certain services, at stations, depots, calling points or linked to on-the-day passenger assistance requirements.

Once a message has been drafted and submitted, a notification is delivered to staff via a mobile app, like Solano. Each message can be tailored to identify if an action is required by the recipient – either acknowledging receipt, or if task based, confirming completion. Once sent, all messages (and recipient actions) can be viewed and monitored from a dashboard.

South Western Railways delay dashboard

Ensuring that messages are received only when they are relevant, Papagayo manages distribution by holding and releasing messages based on crew schedules.

If a crew member is on duty, and the message is specific to a service currently running, the message is sent immediately. If a staff member has not yet started their shift, the message will be delivered one hour prior to their shift starting. Similarly, if a staff member is on shift but the message is not relevant until later in the day, Papagayo holds the message until one hour prior to the issue window.

In addition to the manually generated messaging, Papagayo also facilitates automated messages, reminding on train staff to carry out and record passenger counts or reasons for delay which are reported back to control in real-time to help understand where issues are arising on the network, or notify part and full cancellations to a service.

A phone showing train delay reports and notifications

Further use cases and message templates have been rolled out to continually improve Papagayo, increasing the flow of information between staff, maximising information sharing and minimising the effort to share it widely.

Keith Hawkins, On Train Depot Manager, Strategy and Projects (SWR) said:

“Papagayo is a complete game changer, providing focused and timely information directly to those who really need it. It will transform our approach to messaging, ensuring front line colleagues are not inundated with network-wide information, only getting messaging that is relevant to keep their trains on time and customers informed.”

This article was originally published by Mistral Data.

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