Case Study: Network Rail achieves a 24/7 multi-channel helpline and 95% call-answer rates with Civica OnDemand

A multi-channel helpline for Network Rail that's available day and night

Network Rail needed a 24‑hour, safety‑critical public helpline that could handle multi‑channel contact (phone, social, live chat, email and post), deliver a consistent brand experience and respond rapidly to incidents affecting passengers and lineside neighbours. To meet these needs and a compressed timetable, Network Rail outsourced the service to Civica’s OnDemand team, which had to be operational in just nine weeks instead of the usual nine months.

Civica implemented a trained OnDemand contact team with GI mapping tools and a direct link to Network Rail’s control centre to speed incident response and, when necessary, alert emergency services. The service went live in nine weeks and now handles 360,000 contacts a year, with 95% of calls answered (80% within 30 seconds), 90% of live chats answered within 30 seconds, and recognition as Best in Public Sector by an independent benchmarking programme — demonstrable improvements in safety, responsiveness and customer service.

Network Rail