Challenge

London North Eastern Railway (LNER) faced the need to upgrade and modernise the Passenger Information Systems (PIS) on its Intercity 225 fleet. The existing system was outdated and lacked the flexibility to provide the dynamic, real-time information that passengers increasingly expect. LNER required a solution that could deliver accurate information across the network, integrate seamlessly with existing operations, and scale effectively from a trial installation to the full fleet of 30 trainsets. In addition, the solution had to comply with current railway standards, including TSI-PRM and PIDD, while remaining adaptable to future requirements. The project also demanded careful coordination with multiple stakeholders and minimal disruption to daily operations.

Implementation

KeTech approached the challenge by leveraging its proven solution for Hull Trains, beginning initial development with Virgin Trains East Coast. Approval was granted for a pilot installation on a single trainset, designed to demonstrate system reliability and performance before full fleet rollout.

The solution combined hardware and software, centred on 21.5″ HD TFT screens delivering real-time passenger information. KeTech facilitated collaborative workshops with stakeholders to define service behaviours, screen layouts, and corporate branding, ensuring that the system met LNER’s operational needs and visual identity. Installation was carefully scheduled to coincide with routine maintenance, minimising disruption. All hardware was manufactured to exact specifications, pre-loaded with software, and rigorously soak-tested to ensure reliability. Once delivered, the screens required only power, an Ethernet connection, and fixing points, and KeTech provided on-site support during installation where needed.

The system architecture was designed to be highly flexible, with the bulk of processing handled wayside, allowing new data feeds and configuration packages to be introduced, tested, and deployed seamlessly. Since the initial rollout, additional features such as multimodal travel information have been incorporated, enhancing passenger experience without major operational impact.

KeTech also supported commissioning and operator training through a “train-the-trainer” approach. To ensure ongoing reliability, a dedicated support package was implemented, guaranteeing rapid resolution of software issues within 24 hours, permanent fixes within 10 days, and hardware service through a 20-day return-to-base process. LNER has direct access to KeTech’s expert support team through a dedicated helpdesk, which operates 24/7 to reflect the continuous nature of railway operations.

Throughout the project, all relevant railway standards were adhered to, and KeTech continues to work with the ORR, DfT, and Transport Focus to shape future standards, ensuring the system remains both compliant and future-ready.

Results Delivered

• A fully scalable , resilient, future proof, and modular system, supporting industry compliance such as PIDD and PRM TSI.
• Real-time data integration delivers meaningful passenger information as standard.
• Proven , positive customer experience that’s directly attributable to increased National Rail Passenger Survey (NRPS) scores (Hull Trains achieved a 7% increase during the first 18-24 months of operation).
• Consistent and relevant journey information – meeting the Approved Code of Practice for Passenger Information During Disruption requirements.
• Service information, journey progress and calling points, in real-time.
• Disruption Information – delay time, along with the reasons for any disruption (if set), in real-time.
• Supplementary information.
• Automated ‘Delay Repay’ notices displayed when a service is late by a defined
  threshold (currently 30 minutes).
• Dynamic Routing – auto add/removal of stations when service is re-routed or altered
  Centralised, intuitive management and control.
• Enabling updates to on-board corporate notices/promotions/adverts remotely.
• Integration to train GPS location data (via onboard router) to further enhance message triggering.
• Clear, consistent, relevant, and concise journey-specific information delivered in real-time – for the benefit of everyone (included as standard , unless indicated otherwise).
• Easy to interpret journey information presented on any display size, ensuring customers have better informed journeys.
• Dynamic information prioritised specifically for departure, arrival and disruption.
• Service information, journey progress and calling points.
• Next station departures, onward train travel times and platforms.
• Supplementary information; weather, news, and corporate information.