To provide the Govia Thameslink Railway estate, an area spanning from Cambridgeshire to West Sussex, with 365 days a year, 24/7 cover for reactive and planned maintenance including their HVAC and plumbing requirements.
Client: Govia Thameslink Railway (GTR)
Project: Term Maintenance Contract
Sector: Railway
Location: GTR area between Peterborough and Littlehampton
Date / Year: Since 2014
Duration: Ongoing
The Approach
Hollywell delivers its reactive and planned maintenance to GTR using its help desk team based in St Albans and a team of field engineers throughout the region. The team at Hollywell use Asset-Pro which enables it to track, manage and report in real time.
The Challenges
The challenge comes with the sheer variety of scenarios that our help desk and team members deal with on a daily basis. Our role is to maintain the high customer experience that the client expects, in an efficient and professional manner. The team at Hollywell through its experience is able to plan for seasonal weather and with its knowledge preempt issues that previously might have been deemed unforeseeable.
The Delivery
Key to an efficient delivery of the contract is that Hollywell team members in the field are able to report in real time, using live reporting and images via Hollywells bespoke Asset-Pro system. Using GPS we are able to see which team members are best placed to react quickly to issues as they arise. Jobs are signed off on site and closed by the team member live in the field, creating certainty and maximising efficiencies to both the client and Hollywell.