Article featured in the Passenger Transport supplement for UK Bus & Coach 2023

“We’ve been working very closely on the efficiency chain,” says Nick Brookes, software director at EPM and Omnibus. “We are looking at the complete range of interactions that take place in any bus operator to see how we can help them realise savings and become even more agile.”

The focus of EPM and Omnibus is on realising efficiencies by creating an integrated operational platform. The key components of this vision are drivers and depot allocation, customer services and accidents, and engineering processes.

“We want the data and processes from each of those stages to talk to one another,” explains Nick. “Bus operators create huge amounts of data, but a lot of it is lost in translation. We want to take the data and translate it into information that enables bus operators to become more efficient.”

Helping with driver retention

Driver and vehicle allocation has been a key focus for the group. The Omnibus depot allocation system, OmniDAS, for real-time driver and vehicle management has been enhanced with a move to the cloud and the addition of a smartphone app that creates a complete self-service system for drivers to manage their working life. This includes the ability to offer remote sign-on facility, meaning drivers don’t even have to visit their home depot to sign on for work each day.

Nick believes the sum of these parts is a system that can assist operators to improve their driver retention goals, an important development at a time when much of the industry is struggling with shortages.

“It can really help drivers manage their home life while ensuring they are informed and connected with their colleagues,” he explains. “They can see their shift patterns, apply for overtime, swap their shifts – in other words, they don’t have to go to a front desk or speak to someone. There’s still oversight of what’s going on, but it becomes a back-office process. It makes things more efficient for everyone.”

Nick reveals there are plans to build on this self-service approach. A new bulletin board system within the app aims to supplement the traditional depot noticeboard, allowing staff to review important company information on the go.

Further enhancements are likely to see the app integrated into EPM’s accident management systems, in other words, drivers will be able to record vital details and evidence in the immediate aftermath of an accident. And on that EPM plans to later this year improve its accident reporting solution with new features that will assist operators in tracking accidents from when they happened right through to closure and then analysis afterwards. Nick adds this will allow operators to scrutinise insights that will help them drive down the possibility of a similar accident reoccurring.

Integrating systems

Those plans to integrate the app and accident reporting hint at other aspirations. Nick is keen to evolve EPM and Omnibus solutions into an expanded platform that helps bus operators realise efficiencies. He describes this as being about creating a “single source of truth”.

“What we want to do is create outputs for operators that offer a good, accurate and consistent overview,” he adds. “We want to streamline workflows and integrate them across the business.”

Nick highlights the operations platform elements of EPM’s offering. “Our Customer Resolution Centre is integrated into that,” he explains. “We wanted it to work harder to help operators rebuild patronage and it’s an area where some operators have struggled in the past.”

While other systems are about logging these interactions, EPM’s platform aims to be more proactive in addressing them. It can automatically consolidate customer feedback from multiple sources to produce a complete overview of customer interactions.

“It means operators can respond to customers quickly and efficiently from a range of platforms, including social media,” adds Nick. “Downstream processes, such as creating feedback forms from the staff involved or evidence requests are automated. It’s about resolving the issue quickly and creating a consolidated view of the entire process.”

Another example of that integration is in engineering systems. While EPM has no plans to create an engineering solution of its own, it is working with third-party providers to ensure systems ‘talk’ to one another in order to streamline processes.

Nick says a good example is if a vehicle is off-road for repair: the engineering system will talk with EPM’s systems to ensure the depot allocation system (OmniDAS) knows that the vehicle can’t be allocated for work for that day. It means that telephone calls or potentially unreliable paper-based methods between engineering and operations departments are avoided and there’s also the advantage that the entire process is automated.

Tying it all together

A big focus for some time for the EPM and Omnibus product team has been on control room processes.

“Our BIRS (Bus Incident Reporting Screen) solution enables operators to work flexibly and efficiently, but we want to expand on that,” explains Nick. “A lot of information already flows into and out of the operator’s control room, and we want to consolidate that data into a single dashboard. This is a key focus for us because it will allow control room staff to make more informed and proactive decisions.”

He adds that this process will take disparate systems out of their silos, consolidate them and then use historical data to allow operators to determine trends.

“Efficiency is a big focus for us this year,” Nick concludes.

Disruption to bus services has a negative impact on the customer experience so it is important that transport operators can manage re-allocation problems on-the-spot and with the least number of processes for faster resolution. 

But the impact of driver shortages and staff sickness is increasing workloads for controllers. They use multiple systems to resolve staff-related operational issues and this eats into their time, which would be better spent managing the network. How can operators streamline the recording of bus driver incidents and free up their controllers to focus on higher value work?

Challenge: Time lost to manual data entry

Operators use a range of control room systems – often disparate technology that is not integrated – to record information on absences, customer feedback, accidents, lost mileage, and monitoring punctuality and reliability. Each operational action may also require a record to be made or updated on one or more separate systems.

A staff-related incident, for instance, that results in changes to planned mileage is recorded in the depot allocation system and the bus incident reporting screen. If using disparate data sources (systems which function on their own without sharing data or working with other computer applications), the controller rekeys the same information twice; once in each system. This is not only tedious and time-taking but also makes managing disparate databases difficult as the bus operation grows.

Challenge: Rekeying data leads to errors

There is also a lack of data integrity borne out of two different sources of the same information. Re-entering or transferring data is prone to human errors and lack of precision and can result in varying versions of the same information being entered into different systems. In addition, any discrepancy takes time to identify and rectify.

Furthermore, driver availability issues mean operators are cancelling and amending services in lots of different systems. If the controller is distracted and there is a delay in recording information, the data is logged incorrectly or they forget to enter it in one or more systems, this can result in out-of-date information going out to the end-customer.

Data that is manually entered in multiple systems or generated from a variety of sources can become unreliable if it is not consistent. This, in turn, may lead to difficulties with reporting and poor decision-making, and result in significant cost implications for the operator and directly impact the service to the end customer.

Solution: Reduce duplication with software integration

Operators can overcome these challenges by automating interactions between their data systems and in doing so streamline processes. For instance, staff-related changes recorded in the depot allocation system can automatically transfer to the bus incident reporting screen, meaning data only needs to be entered into one system. This reduces the time required to record the incident, therefore, increasing staff efficiencies, and allows for faster response times to solving problems as they arise.

Software integration also ensures operational data across systems is consistent. The removal of duplicate data entry points reduces the opportunities for human error, providing operators with a single source of truth for decision-making and reporting purposes.

How we can help

With over 30 years’ experience in software and consultancy services, Velociti Group (EPM and Omnibus) has comprehensive knowledge of the passenger transport industry and well-established software solutions to improve operational agility.

Control360 automatically consolidates operational data from multiple control room systems into one central location, empowering operators to efficiently manage on-the-day issues and achieve significant cost-savings.

To book a free consultation, complete the online form.

Bus operators have invested in multiple control room software systems from depot allocation to incident management in order to run a smooth operation.

To maintain operational efficiency, they need to work in harmony as often an action or data point in one system has an impact in another.

But without integration this can lead to double entry of data, which is an inefficient use of time and can lead to inaccurate data. Also, the team can make poor service decisions if all the relevant information is not easily accessible to them.

Improve communication

Control room teams and engineers rely on each other for information. The engineer needs to know when a vehicle has broken down, what to expect when attending or dealing with a breakdown and if a driver has reported a vehicle fault. In most instances, the engineer only discovers a vehicle problem when they receive a message from the operations team, and this does not always include all the key information they require to efficiently deal with the problem. 

The depot controller needs support from the engineering team to keep the service running by providing the required vehicles. They need to know when a vehicle is available after being worked on by the engineering team. The receipt of this information can be slow, and this results in a delayed resolution to a time-critical problem. 

Communication between controllers and engineers can be poor or slow due to several reasons. The control room and engineers are often based in different parts of the site and can be completely remote from each other. But more importantly, both functions use different software tools, so email and phone calls are the current means of communicating and sharing data. 

What is the solution?

An operator’s engineering teams use a range of software solutions and providers to manage vehicle maintenance, inventory and costs. Integrating these third-party solutions with your vehicle allocation and incident management systems can improve operational efficiency by automating data flows. 

For the engineer, this means that when the depot controller records a vehicle defect, the data is automatically populated in the system with the relevant incident categorisation against the correct vehicle. Time is saved as there is no need to enter the data manually; the system is updated automatically as soon as the driver reports the incident to the operations team. 

For the depot controller this means that when a vehicle is taken off the road for maintenance it is automatically marked as not available for allocation. Similarly, when it is released by the engineering team using their software system, the vehicle immediately appears as available in the depot allocation system. The controller does not waste time chasing the engineer on the vehicle’s status. 

The controller can also supply details of vehicle incidents, with details of the bus and any defects, straight to the engineering team. This saves valuable time as there is no need to rewrite the information in an email or relay it over the phone. Furthermore, the controller does not need to then mark a vehicle as unavailable in the allocation system because that is updated automatically as soon as the engineer takes it off the road. A double timesaving for the operator! 

How we can help

With over 30 years’ experience in software and consultancy services, Velociti Group has comprehensive knowledge of the passenger transport industry and well-established software solutions. 

We offer an end-to-end solution. For engineers and depot controllers, we can integrate with engineering software solutions to improve your operational efficiency by automating communication and data transfer. As soon as an incident occurs, it can be logged through the Bus Incident Reporting Screen (BIRS) in the EPM Traffic system and reported to engineering. Engineering can quickly process the issue and make the vehicle unavailable, and this is then automatically updated in OmniDAS. 

To book a free consultation to see how we can assist with your challenges and requirements, complete the online form or call 0161 683 3100.

Bus operators need to be able to turn their data into actionable insights so they can achieve that fine balance of providing a bus service which passengers want to use, a place where staff want to work and efficiency levels that maintain profitability. 

Data is key in achieving this but data on performance measurements is not enough on its own.  

Identifying trends in your data

Bus operators have more data now than ever. Having the ability to analyse this data in one place is vital and unlocks the potential to view different datasets together that have only been considered in isolation previously. 

An obvious example is being able to review schedules versus punctuality and feed back into the scheduling and network review process, but further analysis can go much deeper. For example, overlying punctuality with driver sign-on data may reveal that punctuality problems stem from driver lateness for a duty rather than the timetable. The fix, therefore, is very different. 

Identifying trends and drilling down into root cause analysis can help operators answer some key operational questions. Is driver fatigue having an impact on accident rates? Could a longer minimum layover provide more loading time on a popular town centre route? Would a smaller vehicle be more efficient in congested areas? This can also help operators ask the big questions. Do our buses fulfil customers’ needs while making a profit? 

Typically, a root cause would come down to one of a few classifications: a vehicle issue, timetable issue (schedule), a driver issue or an external factor such as congestion or weather. 

Customer complaints is a good starting point for investigating root causes and identifying trends. By analysing complaint data with all other data sources available to an operator, unexpected patterns could be identified. Perhaps there is a correlation of complaints with a certain vehicle, a certain driver or due to certain external conditions. Drilling down further could identify a training or knowledge gap, a failing of a supplier or a lack of correct infrastructure.  

Combining datasets to resolve issues

Identifying root cause impacts the way we can resolve problems. We could identify potential improvements to customer satisfaction by changing our training programme or holding more stock of a certain bus part. We can also use data analysis for positive engagement with external stakeholders and local authorities. Particularly where working in Enhanced Partnerships or as part of Bus Service Improvement Plans (BSIPs) operators can demonstrate where local authority or third-party investment could provide maximum impact. So, providing a bus shelter in a certain location could resolve the root cause of several problems faced by the operator. 

What might surprise operators is that this is simple to do with the right tools. With a solution that can bring multiple datasets together into one place, make sense of them and present the data in simple, easy-to-digest formats, an operator can have insights they never had before. It can identify previously unknown or unseen trends and correlations and help identify root causes of problems and complaints. With quality data from multiple sources, we can quantify and qualify the impacts of decisions by measuring trends over time. 

Furthermore, the same data can be used to measure the impacts of changes made. Did changes to the training programme reduce complaints? Did retaining more stock of a certain bus part reduce operation issues, breakdowns and complaints? It is an important outcome of a BSIP to be able to measure the success of actions taken. 

How we can help  

With over 30 years’ experience in software and consultancy services, Velociti Group has comprehensive knowledge of the bus industry and well-established software that can combine and analyse a wider, richer dataset to bring new insights. 

The EPM Insights solution empowers you with actionable management information on your network performance, supporting you to react to both the changing nature of demand and to help shape your future network. 

To book a free consultation to see how we can assist with your challenges and requirements, complete the online form or call 0161 683 3100.