Disruption Management Plan
Client
- Keolis-Amey Metrolink
Timeline
- Edition 1 – work was undertaken between February and March 2018
- Ongoing updates to the guide as required:
- Edition 3 – 2020
- Edition 2 – 2019
- Edition 1 – 2018.
Work Undertaken
- Design and artwork
- Print Procurement – edition 1 only
Background
Love it or loathe it, public transport does what it does…gets you from A to B and in the main, day-to-day it operates normally without any issues.
But what happens when it does go wrong…who’s got that all-important magic master plan that can maintain the service at times of perturbation – a great word to flummox people – to get things back on track? How do staff know what to do, where to go to assist customers.
Normally these plans are maintained in the mysterious work of the control centre environment, and usually in the minds of the controllers
However, after a number of recent critical incidents on the Metrolink network, which Keolis-Amey Metrolink (KAM) operate on behalf of Transport for Greater Manchester (TfGM), there was the need to improve how KAM provide information to their staff and customers during disruptive events on the network.
Enter the DMP
The system already has a number of well-rehearsed in terms of where services are turned to allow services to run, deploy staff and provide ticket acceptance on buses. But there was the need to provide much more consistent one source, one truth information
Since the start of 2018, KAM has been developing the ‘Disruption Management Plan’ – or DMP – document through staff input across the business and also drawing upon good practice from elsewhere in the transport industry, notably the heavy rail industry’s Passenger Information During Disruption (PIDD)
Edition 1 of the guide was encompassed within a 120-page perfect-bound booklet, with laminated cover, at a unique size of 120mm (width) x 245mm (height) – which strange as it seems, is a practical size to refer out and about without the loss of legibility, as some of the scenario sections are quite a tight fit. A Welcome Letter to the guide was also produced to welcome the staff to the new guide.
Edition 2 of the guide was increased to a 130-page perfect-bound booklet, with laminated cover, however, this edition saw the guide transported to standard ISO ‘A’ paper format of A5. This edition included addition scenarios together with the separate welcome letter from Edition 1 was also incorporated within the guide.
Edition 3 of the guide was again increased, this time to a 140-page booklet. This increase was a result if the opening of a new route – to the Trafford Centre – and the associated scenarios that would be put into action on the new route. Additional scenarios for other situations were also added.
In addition to the production of the main guide, a Call to Action posters were also produced.
