Struber developed and implemented customer communications and processes for Translink’s Rail Alternative Transport Strategy (RATS) trial.
Translink initiated the Rail Alternative Transport Strategy (RATS) to introduce scheduled bus services (rather than unscheduled) during track closures in response to customer feedback that they wanted to be able to more effectively plan their journey.
Struber was engaged by Translink to lead the communications for the Rail Alternative Transport Strategy to improve the customer’s overall experience.
Struber translated complex bus timetable and route information into easy to understand, customer-focused communication.
Struber developed integrated communications to clearly communicate disruption details and alternative transport options to customers including:
• Wayfinding and timetable signage
• Website updates
Struber also established internal processes to streamline communication activities to facilitate the strategy as it moves from a trial to business as usual activity.
The Rail Alternative Transport Strategy trial has been received positively by customers.
Most lines have already undergone trials of the new services and timetable. The inner-city lines will be added in November 2019 marking the end of the trial.
It is expected that the trial will be adopted, and timetabled replacement buses will be the business as usual approach for planned track closures.