SQR

Service Quality Regime

Overview

Turn your team into customer experience champions with the ITAL SQR solution.

ITAL has created a unique system for the rail industry to help manage all aspects of the Service Quality Regime.

Manage issues from the first report through back-end management until rectified.

All areas of the Service Quality Regime are recorded for customer presentation, KPI’s and overall network improvement.

SQR App

  • Filter, tag, sort, and categorise issues across the network
  • The data is stored in an Azure DB and Power BI
  • Data viewer will allow users to view incoming SQR reports

SQR Back Office

Manage all incoming SQR reports in the back office

  • One central dashboard to show all issues reported
  • Filter, tag, sort, and categorise issues across the network
  • Assign fix, update field workers and manage disruptions
  • The data is stored in an Azure DB and Power BI
  • Dashboard shows what data is collected, providing stats and reporting
  • Data viewer will allow users to view incoming SQR reports
  • Users can delete, update, forward or print to PDF
  • The back office will update a TOC’s SQR database (if required)

Back office dashboard

Issues listed by date, time, category, location and staff member who identified the fault. Status and spyglass to open and view more information and images.

Dashboard search

Filter incoming SQR issues by location, time and date.

Power BI dashboard

• Highlight areas of improvement
• Identify locations that have not been serviced
• Targets can be tracked and measured proactively

KPI results & stats

• Results are collated and presented
• Publish statistics as part of a comms plan
• Present periodic results for management reporting

SQR Features

  • See what is being reported and the current status of an SQR issue in real time from your device
  • Live, automated status reporting from across the TOCs estate
  • Connect with existing processes, e.g. mystery shopping
  • A complete, company-wide solution from Train Managers, station staff and senior management
  • Live, real-time notifications of new SQR reports with automated allocation direct to the relevant team
  • Identify locations that haven’t been recently inspected
  • Users can see if similar reports have been logged, by who and when, reducing duplication
  • Visualise live status reports logged by a user

SQR Benefits

  • Delivering efficiencies, saving time and money
  • Leading to increased revenue via performance-related bonuses
  • One source of the truth
  • Easy and intuitive
  • Improve SQR response times
  • Clear management of the process and allocation of resources
  • Improve results, KPIs against benchmarks set by the DfT
  • Increase and encourage performance and excellence
  • Utilise and empower front-line staff and management to improve customer experience
  • Part of the ITAL Kinetic platform; information is available in one place

Want to find out more?

Download the ITAL Guide to SQR and our Modules.