Dutch Railways

The Challenge

In the event of incidents on the tracks, such as accidents or aggression, team managers at Dutch Railways have a 24/7 on-call role, in which they support staff on and around the tracks and handle procedures. However, these critical tasks occur sporadically and sometimes at night, leading to challenges in knowledge retention and the need for time-efficient, autonomous working methods.

The Solution

A workplace learning solution based on the 5 Moments of Need®-methodology has been developed. This solution provides real-time support for on-call duties. All relevant information is clear, always up-to-date, and easy to find. During an incident, team managers immediately know the steps they need to take, eliminating the need to waste unnecessary time searching for the right information.

The Impact

» Improved Performance: Critical tasks are completed faster and more reliably.
» Reduced Stress:Managers feel more confident thanks to clear and accessible information.
» User Satisfaction: Employees report that the solution is intuitive, better aligned with their needs, and that they use the workplace learning solution daily.

Future plan

Due to the success of the workplace learning solution for first-level on-call duties, Dutch Railways has expanded it to second-level on-call duties. This solution focuses on scalability and coordination in handling more complex incidents.

Now, team managers can quickly determine the steps to follow in specific (emergency) situations on and around the tracks. As a result, our on-call managers can carry out their (critical) tasks more efficiently and with greater confidence.

– Servi Orbons, Training Advisor at Dutch Railways.

Curious about the possibilities for your organization?

Would you also like to make workplace learning truly effective or are you interested in participating in 5 Moments of Need® Designer Certificate program? Contact us to discuss how the 5 Moments of Need® methodology can be applied to your organization.

Photo credits: Image bank of Dutch Railways.