Requirements for a Computerised Rail Passenger Service Information System – Introduction and Results of the Leeds Data.

This paper discusses a research project designed to contribute to the development of a computerised rail travel information system by providing information on the range and mix of inquiries made at railway stations, and on the effectiveness with which these inquiries are currently handled.

Results are given from a series of surveys undertaken at various times of the week and year at the inquiry office and telephone inquiry bureaux at Leeds station. A total of 576 inquiries from the former and 579 from the latter were analysed. Of these, the biggest single category related to train times, but nearly half wanted fares information as well or instead of this. Most passengers were inquiring about a relatively simple journey - two thirds of the answers involved no change of train and only 1.5% more than two changes. The mean time taken to answer an inquiry was less than a minute.

Further papers will analyse surveys undertaken at Euston, Woking, Doncaster, Gatwick Airport and Halifax, as well as a survey of users of the Prestel terminals at Kings Cross, and present overall conclusions from the project.