CaseStudy
Customer industry: Rail
Website: www.prorail.nl
Location: Utrecht, the Netherlands
Business need
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To minimize operational downtime caused
by incidents
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To secure highest safety standards during
incidents and crisis situations
Geodan & Nice Solutions
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Eagle Crisis Management Suite
>
NICE Situator
The impact *
ABOUT PRORAIL
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Substantial decrease in operational downtime
ProRail is the Dutch rail infrastructure provider. ProRail is a government task
organization charged with providing a readily available and efficient rail network
throughout the Netherlands to Dutch transport users in general and rail service
providers (public transport and freight) in particular.
It is responsible for the construction, maintenance, management and safety of the
Dutch rail network. Every day, one million passengers and 115,000 tons of goods
reach their destination using more than 7,000 kilometres of track.
caused by incidents
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Much faster response to train incidents
and crisis situations
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Instant availability of relevant real-time information during the incident or crisis situation
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Improved collaboration and information
sharing between all relevant stakeholders
during an incident or crisis situation
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Detailed evaluation options for regulation and
process improvement
By means of
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Providing net-centric working and ‘common
operational picture’, enabling an immediate
insight into
-
where the incident is
-
what is going on
-
what to do and what immediate action is
required and who should be alerted
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Integrated system for registering, alerting
and responding to, reporting and evaluating
incidents
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Providing automated response scenarios
and adaptive workflows
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Seamless integration of legacy sub-systems
*) Impact as expected. Solution is currently being
implemented
THE CHALLENGE
Providing safe, secure and highly efficient rail transport services for a rapidly
growing number of passengers and freight presents a real challenge for rail
operators throughout the world.
This is no less true of ProRail. Like its counterparts in other countries, ProRail is
faced with thousands of incidents per year. Most of these are dealt with by ProRail,
but some require the involvement of the national emergency services. Major
incidents occur unexpectedly, but being properly prepared means that these
situations can be managed as if they were routine operations. So an incident
management system has to be an integral part of business operations and needs
to be completely resilient in order to handle the diversity of incidents.
All incidents are expected to be managed effectively, both minimizing damage and
operational downtime. A failure to do so not only means missing defined service
targets, but even worse, losing the trust of the Dutch travelling public.
THE SOLUTION
For ProRail, the joint Eagle Crisis Management and NICE Situator Situation
Management solution satisfy the requirements of an integrated solution for
incident and crisis management. The NICE Situator-Eagle solution provides:
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Incident and crisis management based on the common operational picture
and information sharing amongst all relevant stakeholders based on
‘net-centric working’
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All relevant information is made available through full integration of
information systems providing relevant real-time information on
a developing incident
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For routine incidents, NICE Situator is used for scenario-driven incident
handling. Incident response is automated using built-in industry best-practice
response plans addressing various train-incident scenarios. NICE Situator
integrates and correlates information in real-time from multiple and diverse
systems across the business. At the same time, it coordinates the most effective
responses, ensuring that everyone in the operational chain knows what is
happening, where it is happening and how to respond
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In the case of medium-level and serious incidents, Eagle supports collaboration
between all acting stakeholders during the crisis, even at the crisis location.
It provides them with a GIS-based real-time ‘common operational picture’ and
provides ‘net-centric working’ information sharing. Stakeholders may include
the national crisis centre, the regional control centres of the emergency
services (police, ambulance and fire-services), municipalities, rail operators,
construction companies, etc.
On the Geodan & NICE solution
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader in
software solutions that deliver strategic insights
by capturing and analyzing mass quantities of
structured and unstructured data in real time
from multiple sources, including phone calls,
mobile apps, emails, chat, social media and
video. NICE solutions enable organizations to
take the next-best-action in order to improve
customer experience and business results, to
ensure compliance, to fight financial crime and to
safeguard persons and assets. NICE solutions are
used by over 25,000 organizations in more than
150 countries worldwide, including over 80 of
the Fortune 100 companies.
> www.nice.com
“Faster and better response to incidents is a major priority within the rail
industry. The solution offered by Geodan and NICE allows us to introduce
net-centric operations within the rail industry. Many different parties
are involved when it comes to incidents on the rail network. Net-centric
working enables all these stakeholders to be provided with one and the
same picture of the situation at all times. Parties are quickly informed and
decisions can be made much more rapidly. The solution offered by
Geodan and NICE also facilitates the rail sector in performing analyses of
the situation and evaluating subsequent progress”
Hans Smits, Director of Incident Management at ProRail
About Geodan
Geodan is the leading Dutch-based GIS solutions
provider with a strong focus on use of GIS
technology in incident and crisis management.
Geodan has over 28 years of experience in
GIS innovation. It has developed the ‘common
operational picture’ and ‘net-centric working’
principles into practical solutions for incident
and crisis management situations.
> www.geodan.com