Repeat business – as straightforward as it sounds?

The idea of repeat business sounds so clear cut: customers electing to return for more work, often needing something the same or similar, and all wrapped up in an established working relationship.  It might therefore seem like an opportunity to roll out more of what worked previously, and in some circumstances, this is exactly what the customer wants.  However, even with pure repeat business there is a process of checking and challenging that must happen to ensure the customer gets what they need.

Take our SiteSentinel online worksite induction solution, which we’ve successfully rolled out across numerous rail sites – depots and more recently stations. The structure and benefits stay largely the same, yet the content often contains significant differences – additions, subtractions and points of emphasis. It all depends on the nature of the site and its associated risk.

As consultants accepting repeat business, the benefits of already knowing an industry are huge.  We can make good use of standard industry phrases or acronyms in site induction content, confident that induction users will be familiar with the terminology.  For example, the rail industry ‘HOT’ protocol for assessing the risk of an unattended object: Is it Hidden from view?  Is it Obviously suspicious?  Is it Typical of what one would expect to find in that area?  We can use this across different site inductions safe in the knowledge that all rail employees will understand it.

Repeat business also means that as consultants we become more and more familiar with our customers’ policies and procedures; making us adept at knowing exactly when and where to cite them for maximum impact in site inductions.  By supporting our clients across multiple different sites, we are also efficiently and effectively communicating company-wide policies across the organisation – helping to develop awareness, support uptake and increase consistency of implementation.

However, the real benefits for a customer comes from a consultant that doesn’t make assumptions when undertaking what looks like a repeat job.  Just because one site paints its safe walking route yellow, doesn’t mean they all will – even if they are all part of the same company.  For many of the rail companies we work with, every site is different, and if we make assumptions, we risk making mistakes.

Therefore, for each site induction we develop, especially when it’s repeat business, we remain actively curious.  We ask questions, we don’t jump to conclusions and we never assume we know the answer just because of what we did at a neighbouring site.  It’s only when we’ve completed a thorough assessment that we begin to carefully add or remove content from the induction programme to ensure it reflects each unique site perfectly.

If you get it right, customers will vote with their feet.  Having implemented SiteSentinel across a range of train operating company sites, Arriva Rail London, East Midlands Railway and Greater Anglia are just some of our customers that have returned for more site induction development at different sites in the last six months… which is no small achievement considering the last six months we’ve all had!

SiteSentinel for Network Rail

July 2020

Network Rail adopts SiteSentinel for Reading Station

We are delighted to welcome Network Rail to the SiteSentinel community. Network Rail have commissioned Lucid to develop an online worksite induction for Reading Station. In addition to the usual visitor, and contractor pathways, the induction will also provide content specific to station volunteers.

Network Rail is the owner and infrastructure manager of most of the railway network in Great Britain. They directly manage twenty of the UKs largest railway stations.

The SiteSentinel platform provides an online induction, test, and administration interface. The system is designed to consistently deliver relevant, high-quality information using text, photos, video, and illustrations. SiteSentinel provides an audit trail of site inductions for staff, visitors, and contractors.

SiteSentinel for Cambridge Sidings

July 2020

More SiteSentinel for Greater Anglia

Greater Anglia have commissioned a further SiteSentinel induction. The latest location, Cambridge Sidings, is located immediately opposite Cambridge Station. The sidings provide stabling and train servicing facilities for Greater Anglia’s new fleet of commuter trains.

Greater Anglia provide services from central London and extensive regional services throughout east England. They are currently implementing a complete fleet upgrade, replacing aging rolling stock with a mixture of new units from Bombardier and Stadler.

The SiteSentinel platform provides an online induction, test, and administration interface. The system is designed to consistently deliver relevant, high-quality information using text, photos, video, and illustrations. SiteSentinel provides an audit trail of site inductions for staff, visitors, and contractors.

SiteSentinel for EMR

February 2020

East Midlands Railway adopts SiteSentinel for 3 depots

We would like to welcome EMR to the SiteSentinel community. EMR have commissioned Lucid to develop SiteSentinel inductions for their Etches Park, Eastcroft, and Neville Hill depots.

East Midlands Railway, based in Derby, provides services across the East Midlands, and run services between the east midlands and London.

The SiteSentinel platform provides an online induction, test and administration interface. The system is designed to consistently deliver relevant, high-quality information using text, photos, video and illustrations. SiteSentinel provides an audit trail of site inductions for staff, visitors, and contractors.

The Digital Depot II

internal depot

A few months back we blogged about the headway we, as well as the likes of Zonegreen and Alcumus Sypol, are making in the area of digitising the train depot… Our online worksite safety induction solution Site Sentinel allows depot visitors to complete an induction before they arrive on site, meaning they arrive equipped and ready for work.  What better way to optimise the digital technology available to us?

However, what if visitors first language isn’t English?  To date, we’ve always run Site Sentinel in English, however, more and more site visitors need the worksite induction in their native language to ensure safety critical details are not ‘lost in translation’.

This development is unsurprising, the range of skills required in a train depot is vast… there are train engineers, construction workers, electricians, safety managers and administrative staff, not to mention a whole heap of specialist rail contractors and visitors who enter the depot each day.  We can’t expect each one of these people to have a high standard of English literacy – but neither can we afford for them to misunderstand or misinterpret the safety induction briefing.

So, what do we do?  Well if you decide to translate your induction, you’ll need technical language support and a good deal of technical proofreading.  Google Translate – albeit a great way to quickly and cheaply translate big pieces of text – won’t suffice – it could lead to unintelligible or, worse still, misleading statements.  The devil is in the detail and technical accuracy is key.

Once you’ve had the site induction translated, a little user testing wouldn’t go amiss either… the text may make sense to you, but it needs to be trialled with different people to ensure the testing is sufficiently robust.

But… once this is all in place, there’s no reason why Site Sentinel can’t be rolled out in a whole variety of different languages.  You could even give people the choice to read it in more than one language – just for good measure!

Have you translated safety materials into different languages?  What challenges have you faced?