The centralised Rail Operations Centre (ROC) of Sydney Trains is currently operating without crucial “decision-making technology” that was initially planned but never implemented.
The first phase of the Sydney Trains Review, recently published, highlighted “shortcomings” in the IT infrastructure and operations of the ROC, particularly during major incidents and disruptions. The review was commissioned by the NSW government following a series of events in March that severely impacted the rail network, including system outages and failures.
Although the ROC was established in 2018 to consolidate multiple operations centres into one, the review revealed that certain systems intended for incident management were not fully delivered as scoped during the project. This has led to challenges for operations staff and commuters alike, with decision-making processes reverting to manual methods and heavy reliance on individual phone calls during disruptions.
The review further emphasized that key business systems and technologies designed to support efficient train control operations have not been completely effective, affecting the ROC’s ability to manage service disruptions and provide timely information to customers, train crews, and station staff.
In light of these findings, the review recommended a comprehensive overhaul of the ROC, including revised procedures, staff training programs, and incident exercises. It also called for a long-term plan to improve technology and enable more effective distribution channels for real-time service information during major incidents.
The review highlighted technological shortcomings in crew management as well. The Train Crew Allocation Centre (TCAC) faced challenges handling a high volume of calls during major incidents, necessitating the expedited development of technological solutions, such as a dedicated app, to enhance communication with train crews.
Additionally, customer communications were found to require better technology, particularly for delivering real-time data during disruptions. The review recommended both short-term and long-term initiatives to enhance customer communications, including the rollout of targeted communication strategies within six months and the development of improved distribution channels for real-time service information.
Overall, the review identified critical technological gaps within Sydney Trains’ ROC and related systems, emphasizing the need for immediate improvements to ensure effective incident management, crew allocation, and customer communications.
