Multi-Stakeholder Collaboration Example

The Challenge: Damage Incidents.

When rolling stock damage occurs, three critical stakeholders—ROSCOs, TOCs, and maintainers—are forced to make rapid decisions under intense pressure:

The Traditional Damage Response Cycle:

  1. Incident Occurs → Immediate service disruption and passenger impact
  2. Emergency Assessment → Rushed evaluation under time pressure
  3. Repair Method Debate → Multi-party negotiations while train is out of service
  4. Cost Disputes → Arguments over repair approach and responsibility
  5. Delayed Resolution → Extended downtime while stakeholders negotiate

Real-World Impact:

  • Extended Downtime - Average 48-72 hours negotiation time before repair authorisation
  • Cost Unpredictability - Emergency repairs cost 150-300% more than planned work
  • Relationship Strain - Adversarial negotiations damage long-term partnerships

The SmartFleet Solution: Pre-Agreed Repair Standards Through Collaborative Documentation

Rather than negotiate repair methods during crisis situations, SmartFleet's Multi-Stakeholder Documentation solution enables all parties to develop comprehensive repair standards during calm, structured discussions. Using ExcelWraps' platform, stakeholders collaborate through structured workflows to develop, review, and approve standardised repair methodologies that become the operational foundation for all future damage incidents.

Three-Stage Collaborative Development

STAGE 1: RAISE - Documentation Gathering 20-step comprehensive workflow ensuring complete technical and commercial information:

  • Detailed damage descriptions and repair procedures
  • Safety assessments and compliance documentation
  • Complete cost breakdowns (parts, labour, testing)
  • Quality acceptance criteria and warranty terms
  • Alternative approach comparisons

STAGE 2: REMEDIATE - Expert Technical Review 28-step validation process providing systematic quality assurance:

  • Technical approach soundness verification
  • Safety consideration adequacy assessment
  • Standards compliance confirmation
  • Cost realism and practical implementability
  • Risk identification and mitigation planning

STAGE 3: APPROVE - Multi-Party Authorisation 35-step approval gateway ensuring complete stakeholder agreement:

  • ROSCO asset protection and residual value impact
  • TOC operational continuity and passenger service
  • Maintainer practical execution and resource planning
  • Integration with Class 799 Damage Repair Standard
  • Automatic inclusion in audit comment banks

Continuous Improvement Process: Unlike traditional static documents, the CheckIt system enables ongoing refinement of repair methods based on operational experience, new technologies, and changing regulatory requirements.

Transformational Results: From Crisis Management to Operational Excellence

Key Performance Metrics:

  • 280+ Pre-Agreed Repair Methods
  • 0 hours Negotiation Time During Incidents
  • 100% Cost Predictability
  • 65% Reduction in Repair Authorisation Time

Strategic Benefits Achieved:

Immediate Response Damage incidents trigger pre-approved repair procedures with no stakeholder negotiation required

Fixed Costs Pre-validated cost estimates eliminate budget surprises and commercial disputes

Quality Assurance Standardised methodologies ensure consistent repair quality across all damage types

Partnership Strengthening Collaborative development process builds trust and understanding between stakeholders

Data-Driven Evolution Continuous refinement based on operational experience and performance metrics

Seamless Integration Automatic population of damage audit comment banks ensures operational consistency

Technical Innovation: Beyond Traditional Documentation

The Class 799 solution demonstrates SmartFleet's advanced multi-stakeholder capabilities:

Digital-First Architecture Cloud-based platform enabling real-time collaboration, version control, and instant access to approved standards from any location.

Visual Documentation ImageGrid technology allows stakeholders to map repair methods to specific component locations, creating intuitive visual guides for maintenance teams.

Automated Integration Approved repair methods automatically populate operational systems, eliminating manual transfer and ensuring consistency across all damage management processes.

Implementation Success Factors

Executive Commitment Senior leadership from all three stakeholder organisations committed to collaborative approach

Structured Methodology CheckIt workflows ensured comprehensive documentation and systematic review processes

Clear Governance Defined roles, responsibilities, and approval authorities eliminated decision-making confusion

Practical Focus Emphasis on implementable solutions rather than theoretical perfect answers

Technology Integration Seamless connection between development process and operational systems

Lessons Learned: Key Insights for Future Multi-Stakeholder Projects

Start with High-Impact Items Focus initial efforts on most common and costly damage scenarios for quick wins

Invest in Training Comprehensive stakeholder training on CheckIt workflows essential for adoption

Maintain Momentum Regular review cycles prevent standards from becoming outdated

Celebrate Success Recognition of collaborative achievements reinforces positive stakeholder relationships

Plan for Scale Design processes that can handle increasing numbers of repair methods and complexity

 

The Broader Impact: Scalable Methodology for Railway Industry

The Class 799 Damage Repair Standards project demonstrates how SmartFleet's Multi-Stakeholder Documentation solution can transform any complex collaborative process in the railway industry:

  • Fleet Introduction Standards - Standardising new train acceptance procedures
  • Modification Protocols - Pre-agreeing engineering change methodologies
  • Compliance Procedures - Harmonising regulatory compliance approaches
  • Maintenance Standards - Aligning preventive maintenance methodologies
  • Safety Protocols - Coordinating emergency response procedures

Next Steps: Expanding the Model

Following the Class 799 project, the stakeholders are now developing:

Fleet-Wide Application Extending repair standards to other rolling stock classes in the fleet

Advanced Analytics Using repair method performance data to optimise maintenance strategies

Supplier Integration Including component suppliers in repair method development process

International Standards Sharing methodology with European rail operators for industry-wide adoption

AI Enhancement Exploring machine learning applications for repair method optimisation

Transform Your Multi-Stakeholder Processes

The Class 799 Damage Repair Standards project demonstrates how SmartFleet's Multi-Stakeholder Documentation solution can transform any complex collaborative process in the railway industry.

Ready to eliminate crisis negotiations and build proactive stakeholder agreements?