Transport for London (TfL) runs London’s public transport system, including the Underground, above-ground trains, buses, taxis, trams, and boats. To modernize the Underground, TfL launched the Fit-for-Future Stations project, which applies leading-edge technologies to automate processes, support electronic payments, and keep passenger-operated devices running smoothly. The project focuses on greater mobility for the station staff so they can come out from behind the ticket windows and spend their time in the concourse. Equipped with mobile devices, they are continuing to handle their traditional responsibilities while also being available to answer customer questions and solve transport issues.
TfL agents use BMC Helix Digital Workplace to receive notifications when passenger-operated TfL machines need servicing. BMC Helix ITSM and the BMC Helix CMDB manage incidents and relay alerts and notifications to the appropriate people.
The BMC solutions are improving productivity by enabling agents to spend their time in the concourse where they can take care of routine tasks more quickly while also improving the customer experience.
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