Vy - A proactive approach to Crisis Management

VY-train

 

Vy was one of the first organizations in Norway to utilize Web 2.0 technology for alerting and crisis management.

The company had its first web-based tool for crisis management installed in 2001 and in 2007, this was replaced with CIM.  

They continue to be pioneers, and have shifted their focus from crisis management to pro-actively handling all deviations and incidents, ensuring that they do not escalate into more serious incidents.

 

About Vy Train

Vy (formerly NSB) is part of the Vy Group, a leading Nordic mobility provider, with passenger trains, buses, freight and travel operations in Norway and Sweden.

Vy currently operates on a total of 26 local, intercity and regional train routes, serving 375 stations, including the largest towns and cities in Norway. Vy trains were used for more than 70.7 million journeys in 2018.

 

In March 2019 the NSB group announced they were uniting their train and bus services in Norway and Sweden under the new, common brand: Vy.

 

Read more about Vy here.

 

Challenges

90 per cent of all train passengers in Norway are transported on a Vy Train. They have over 3,700 staff operating across 26 train routes, with 15,600 station stops daily. Customer satisfaction is closely linked to punctuality and regularity of the train services.

In case of line closure, or cancellation of service for any reason, the Vy operations center must respond quickly to get a bus replacement service in place. This is a major challenge when operating train services in Norway’s rough climate, with mountain crossings and remote locations with little or no infrastructure. A minor incident can easily become a major reputational crisis if not handled correctly.

 

Read the full Vy case study at your convenience – download the PDF here.

 

How Vy is using CIM proactivly

The Vy operations center in Oslo operates 24/7, 365 days a year, constantly monitoring the train services, utilizing CIM modules in daily operations, like the Duty Roster, logging of visits to train cockpits and issuing of access cards.

Any deviation from normal operations is also logged in CIM, either automatically from the railtrack information system run by the rail administration Bane NOR, or manually logged by staff. Everything from minor delays to more serious incidents such as closure of rail lines due to technical issues, avalanches or bad weather, is  logged. Messages to and from the train staff’s tablets are sent and received in CIM, and all information is available for the Crisis Management Team if needed.

 

Tablet-station Drops-tablet-HS

 

Operations Manager Arne Brunborg-Arnesen explains;

”In case the incident requires action from management, the incident is registered as a new case in CIM. The Crisis Management Team is then automatically alerted and can log into CIM and take further actions by, among other things, using established action cards in CIM”

Arne-Brunborg-ArnesenThe operations center also uses a specially developed CIM module for ordering replacement bus services when needed. When delays occur, and a bus replacement service is needed, the operator can handle the request for transport via automated messages to bus companies. The message is sent to a pre-defined list of bus companies, based on geographical location and number of buses needed.

The bus companies respond with the number of available buses and the estimated time required for them to be operational. This is all executed and logged within the CIM module

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”This CIM module vastly speeds up the process of ordering bus replacement services and also cuts down the lead time for the bus to physically turn up at the stations wherever in Norway the situation occurs”, Brunborg-Arnesen says.

The use of CIM as a daily tool for logging of all activities also has advantages in the case of a more serious incident, Head of Emergency Preparedness and Security, Pål-Henrik Tindberg says;

”Using CIM on a daily basis makes the operators more familiar with the tool. In the case of a more serious incident or crisis, there is no time wasted logging into an unfamiliar crisis tool that they may have difficulty in using. By using the established action cards in CIM during a crisis, we ensure that the tasks are taken care of. This helps us stay focused on handling the incident, and not the tool.”

Åge-Christoffer-LundebyHead of Press Relations Åge-Christoffer Lundeby has been using web-based crisis management solutions since early 2000 and CIM since 2007. He is instantly alerted when operations are not running as normal. He says;

”When handling media, it is vital to receive an early warning whenever there are issues that might draw media attention. With every minor incident logged, we get an early warning and can log into CIM to find more details. This gives us the heads-up and necessary preparedness for media response.

 

”CIM helps us to be early, clear and available! With early actions and a proactive approach, we get the information first, and can notify customers and media upfront, rather than having to deal with hundreds of customers and media calls reactively.”

 

Results 

The use of CIM as a daily tool for logging of all activities has helped Vy stay ahead of challenges and take a proactive approach to incident management. Head of Emergency Preparedness and Security,
Pål-Henrik Tindberg says;

 

”It is far more effective to prevent a crisis from happening, than having a large team of people trained and ready to handle it afterwards.”

 

 

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See more of our references

Since its beginnings in the Norwegian Ministry of Foreign Affairs, CIM has been implemented in over 700 organisations across a wide variety of industries, demonstrating its inherent flexibility and commitment to the core principles of incident and crisis management. Today, the system is used in energy production, offshore engineering, aviation, food production and transport but to name a few. Our clients include blue chip organisations such as Total, Vattenfall and Siemens but can also be adapted for small local authorities or manufacturing companies