NS Hispeed’s Product Control Department is responsible for managing any disruptions to the train’s schedule and registering them in an incident registration system. The current standalone system was manually operated and error-prone. With limited incident report criteria, the system did not provide sufficient detail of each incident. These issues resulted in subpar reporting and performance analytics and made it difficult to determine steps to improve the process.
In order to analyze trends and measure performance accurately, the rail operator would need correct, detailed, and timely information. In an ongoing effort to improve the efficiency of the incident reporting process and improve customer satisfaction, a new incident reporting application became a high priority for the organization. NS Hispeed needed the new system to be up and running within 6 months of their initial Request for Proposal.