CASE STUDIES | WESTERN CONTROL ALERTS SYSTEM
Case Study
How Network Rail’s Western Region transformed rail incident communication with CAS
Network Rail’s Western Route needed a better approach to rail incident communication management. See how Trackbase built a system that connected control rooms in real-time, improved service recovery tracking and enhanced visibility in a region spanning over 2,000 miles of railway.
The Challenge.
After the successful launch of the Core Alerts System across the Thameslink Core, Western Control Region also identified the need for a real-time incident notification system to improve cross-region communication.
The Western Route manages over 2,000 miles of operational railway, with up to 198 stations where boundaries extend into Wales, the Cotswolds and Wessex. With such a large network area, close coordination at route boundaries is essential to ensure effective incident response and service recovery.
Managing incidents across a network of this scale demands fast, consistent communication between control teams. Without a dedicated system, cross-route coordination relies on fragmented tools and informal channels - creating delays, missed updates, and a lack of shared visibility at exactly the moments it matters most. The timely flow of information between routes is not just an operational need; it directly affects the quality of information reaching passengers on the ground.
What the Client Said:
One of the biggest challenges in control is getting a consistent, shared view of incidents as they unfold. CAS helps bridge that gap by making incidents immediately visible across the route.
It’s a simple concept, but it’s had a big impact – improving awareness, supporting quicker decision making, and giving us a clearer structure when managing incidents. Where it really adds value is in service recovery. Being able to visualise expected versus actual recovery in real time is a step change from how we’ve traditionally worked, and it allows us to make more informed decisions in the moment rather than relying on hindsight.
The reporting suite then brings that all together afterwards, giving us the data and insight to properly review performance and learn from it.
Evan Rees
Senior Network Delivery Manager
Network Rail Western
The Solution.
Western Route presented a clear brief: a network too large and too complex for incident management to rely on informal communication. Trackbase, alongside partners at JF Rail, designed CAS Western to meet that challenge directly - a system built around the realities of how control teams actually work, with situational awareness and service recovery at its core.
Service Recovery Mode
Service Recovery View allows users to visualise progress to service recovery, enabling users to compare planned vs. actual performance throughout an incident. With both metrics tracked, Routes and Operators can monitor real-time performance against agreed recovery targets and identify any emerging variance early in the process.
Incident Management Reports
Detailed incident management reports support post-incident and Service Recovery analysis. The report provides immediate feedback on timings and process performance during an incident.
Performance Dashboard
Utilising the data inputs in CAS, the performance dashboard feature strengthens post-incident reporting and analysis, supporting continuous improvement. The user-friendly dashboard provides clear insights, helping identify potential patterns and summarising service recovery performance versus expected timelines.
The Results.
What this meant for Network Rail Western
The Western CAS deployment delivered a single, real-time view of incidents shared across one of the UK's most complex rail regions. Control teams across Network Rail's Western Route now have faster access to the information they need, with clearer visibility of service recovery progress and a structured framework for post-incident review.
Our Successes
Initial data indicates that CAS has been used in up to 65 incidents across the Western Region in its first month of use.
After just one month, CAS achieved 100% adoption across the region, including implementation of the system across 3 different Train Operators; Great Western Trains, Crosscountry Trains and GTS (Elizabeth Line).
Initial data revealed that CAS has already been used to process up to 65 incidents across the Western Region in its first month of use.
Control Alerts System
Control Alerts System (CAS) is designed to enhance communication when an incident arises. Quickly notify your colleagues of live issues and maximise the efficiency of your responses.