1. Because Expertise Matters © Interfleet. All Rights Reserved. THE COW WITH THE PANTOGRAPH A review of driver-signaller communication for EU interoperability Beverley Norris, Andy Woodcock, Jane Dobson, Kate Dobson Interfleet Technology Ltd. and Interfleet Transport Advisory

2. Because Expertise Matters 1...”une vache avec le pantograph.....”

3. Because Expertise Matters 2

4.  TSI (NOI) Noise  TSI (LOCPAS) Locomotive & Passenger  TSI (WAG) Rolling Stock (Freight Wagons)  TSI (INF) Infrastructure  TSI (ENE) Energy  TSI (CCS) Control Command and Signalling  TSI (OPE) Operation and Traffic Management  TSI (TAF) Telematic Applications for Freight  TSI (TAP) Telematic Applications for Passenger Services  TSI (PRM) Persons with Reduced Mobility  TSI (SRT) Safety in Railway Tunnels  TSI Conformity Assessment Modules 3 Technical Standards for Interoperability (TSIs) 3

5. Because Expertise Matters  Standard terminology  Confirming understanding  Single digits 147 One-Four-Seven  Phonetic alphabet  Standard terms for distance Km, speed Km/h, time 4 TSI OPE Appendix C Safety related railway communication methodology Correc t Error I say again Receive d Over Wait I call again

6. Because Expertise Matters  Identification phase  Read back of key messages  Structure and content of emergency & additional messages  Written orders/book of forms 5 Appendix C Safety related railway communication methodology

7. Because Expertise Matters 6 Compliance with Appendix C? Non Ja Nein Si No Ano Ne Nej Ja Nei Da Taip Nee Oui Ja No Si Sim

8. Because Expertise Matters Aims To understand communication methodologies across EU and compliance with TSI OPE Appendix C:  Review literature for principles of effective safety communication & a link to safety performance  Verify Appendix C is still appropriate  Identify further improvements 7 ERA commissioned study

9. Because Expertise Matters 8 Methodology Assessment Framework Interview Survey Literature Review

10. Because Expertise Matters  Rail and other industries - aviation, emergency response, healthcare and defence 9 Methodology Assessment Framework Interview Survey Literature Review

11. Because Expertise Matters 10 Methodology Assessment Framework Interview Survey Literature Review  Structured questionnaire  Individual communication procedures  Attitudes to Appendix C  Wider organisational issues such as:  Selection and training  Monitoring  Safety culture

12. Because Expertise Matters 11 Methodology Assessment Framework Interview Survey Literature Review  To benchmark communication methodologies and how they link to safety

13. FINDINGS A review of driver-signaller communication for EU Interoperability

14. Because Expertise Matters  Formalised, defined & constrained messages help avoid language failures  A balance is needed  Workarounds if very frequent, non-critical messages are too formal Structured communication protocols need to be backed up with ongoing training and monitoring  Joint signaller/driver training is beneficial. 13 What the literature says about formal communication

15. Because Expertise Matters  27 organisations across 9 EU member states  11 Infrastructure Managers (IMs)  14 Railway Undertakings (RUs)  2 Standards/Regulatory bodies  Stratified sample to represent:  Passenger and freight  National/international operations  Purpose built links e.g. Eurostar, Øresund Bridge  Historic cross-border railway routes e.g. Perpignan – Figueres 14 Interview sample 1

16. Because Expertise Matters 15 Survey - international rail operations Less than 10 Between 10 and 30 More than 30  Most EU rail networks have over 10 border crossings - up to 50  However a very small proportion of trains operated are on international services (max 3%) = regulatory overkill??

17. Because Expertise Matters 16 There is general good compliance with App. C  But compliance varies across parts of Appendix C What they say:  “Appendix C considered a useful contribution to railway safety”  “Requirements should be reinforced”  “Weaknesses - simplify, translations to account for different cultures”

18. Because Expertise Matters 17  Standardised date, distance & speed (89%)  International phonetic alphabet,  (81%) single digits  Correct / Error and I say again  (59%)  I will call again  (52%) Compliance with Appendix C

19. Because Expertise Matters 18  Identify lead person (85%)  Emergency messages to be repeated (81%)  High priority messages skip ID  (78%) & send whilst moving  Request read-back  (67%)  Glossary  (48%) Compliance with Appendix C

20. Because Expertise Matters  Most organisations have them in their communications framework  But not all comply with App. C requirements e.g.  ‘Error and [different form]’ - 36% IMs  Written messages - assumption of accuracy? 19 Additional messages and written orders/book of forms

21. Because Expertise Matters 20  Recruiting bi/multi-lingual staff problematic  Terminology/jargon/dialect differences: “Bahnbübergang” (Germany) “Eisenbahnkreuzung” (Austria) What they say:  “Bi-lingual border signallers”  “A single language for international rail communications” Wider issues: Bi/multi-lingual challenges 1 language 2 languages 3 or more

22. Because Expertise Matters 21 Selection, training & monitoring  Selection - focus is on language proficiency rather than communication skills  Joint training of signallers and drivers being introduced, but expensive  Monitoring: ~100% of calls are recorded  BUT, no. reviewed varies (max 5%) What they say:  “Communication discipline needs to be maintained – younger versus older drivers”

23. ASSESSMENT FRAMEWORK A review of driver-signaller communication for EU Interoperability

24. Because Expertise Matters 23 App. C & principles of effective communication Criteria from Appendix C Austria Belgium Czech Republic France Germany Italy The Netherland s Spain Sweden United Kingdom Eurostar Eurotunnel Phonetic alphabet XP X P Standard 24 hour format for time P P Standard format for date X XXP PP Standard format for km & km/h P Single digits P P P P Confirm read back correct X P P n/a PP Glossary of terms PPX P XXP X Book of forms PP Written order P Should be sent at standstill X P P P Emergency messages to be repeated once PP X Lead responsibility P=complies in part Good OK Could improve Poor

25. Because Expertise Matters 24 Wider organisational issues Criteria Austria Belgium Czech Republic France Germany Italy The Netherland s Sweden United Kingdom Eurostar Eurotunnel Are there regular briefings regarding communications (3-6 months)? 1/yr 1/yr Have there been any communications initiatives/campaigns in last 5 years? xx Is there 100% recording of calls? 90%70% What % of recorded calls are regularly reviewed? 0-5%? 5-10%0 >20%0-5% Is communication competence formally assessed during selection (other than language proficiency)? XXXXX XX Is there combined signaller and driver training? XX XX XX X Are role play or simulators used during communications training? X X XX Is lead responsibility established during the call? Have any communication aids been developed X XX Is communication supported by text messages? GSMR only XX XPlanned Is communication supported by email? XXXXXXXXX P=complies in part Good OK Could improve Poor

26. Because Expertise Matters 25 Leading/ lagging countries based on all criteria Size of bubble = % of international traffic in each country LaggingLeading Content and structure Organisational factors LaggingLeading

27. Because Expertise Matters  It is difficult to demonstrate App. C will improve safety performance  Appendix C is useful but needs to be simplified  Basic principles such as the phonetic alphabet and repeat back need to be reinforced  A standard glossary - easy to access in the cab  Translations need to be reviewed-  Bi-lingual signallers  Communication methodologies need to be part of wider safety initiatives 26 Conclusions

28. Because Expertise Matters © Interfleet. All Rights Reserved. MERCI