Delivering Accessible Passenger Information for Rail Replacement Services
SmartCoach is a passenger information solution developed to address long-standing accessibility and information challenges on rail replacement coach services. Rail replacement plays a critical role in keeping passengers moving during planned engineering works and unplanned disruption. Yet, historically, these services have lacked consistent, accessible audio and visual passenger information, creating challenges for many users — particularly those with accessibility needs.
SmartCoach is a hardware-agnostic, software-as-a-service Passenger Information Display (PID) platform designed specifically for the operational realities of rail replacement services.
SmartCoach is led by ‘You. Smart. Thing.’, funded by the Department for Transport (DfT), United Kingdom, and delivered by Innovate UK.
Addressing Accessibility and Information Gaps
SmartCoach has been developed to help operators and transport aggregators deliver clear, consistent, and real-time passenger information on rail replacement services.
The platform aligns with the requirements of the Public Service Vehicles Accessible Information Regulations 2023 and industry best practice such as RTIG047. It builds on the established passenger information and travel management platform, ‘You. Smart. Thing.’, adapted specifically for rail replacement operations.
By focusing on accessibility and clarity, SmartCoach supports a more inclusive passenger experience during service disruption, helping ensure that essential journey information is available to a wide range of users.
How SmartCoach Works
At the core of SmartCoach are two connected components designed to support both service operators and passengers.
Operator Dashboard
A web-based operator dashboard allows planners or control teams to configure rail replacement services quickly and efficiently. Operators can define routes and stopping points, manage service messages, and respond to disruption or diversion scenarios.
Services can be configured manually or through simple uploads, supporting both planned engineering works and unplanned disruption.
Onboard Passenger Information Display
The onboard Passenger Information Display application delivers synchronised visual and audio announcements to passengers while onboard rail replacement coaches.
This includes next stop information, final destination details, and disruption alerts. The system supports hearing assistance technologies and is designed to provide accessible information throughout the journey.
Designed for Real-World Rail Replacement Fleets
SmartCoach has been developed to help operators and transport aggregators deliver clear, consistent, and real-time passenger information on rail replacement services.
Flexibility is a core principle of SmartCoach. The system is hardware-agnostic and can operate on existing onboard screens where available, or on low-cost portable devices such as tablets or Android media players.
This approach makes SmartCoach particularly suitable for the mixed and subcontracted vehicle environments common in rail replacement services, where traditional fixed installations may be impractical or cost-prohibitive. It also supports a wide range of coach operators, including small and medium-sized fleets.
From Development to Market Readiness
SmartCoach has completed development and is currently undergoing live operational validation with rail replacement operators and users.
The solution is ready for market, providing a scalable and cost-effective route to delivering compliant, accessible passenger information across rail replacement services ahead of regulatory deadlines.
Market adoption is being supported through engagement with the Department for Transport, train operating companies, and rail replacement aggregators, helping ensure the solution can be approved, specified, and deployed consistently through existing procurement and contracting structures.
Help shape SmartCoach
SmartCoach is currently being tested on rail replacement services to better understand how passenger information is delivered during disruption.
If you’ve recently travelled on a rail replacement coach, your feedback will help inform how accessible, clear, and consistent passenger information can be improved.
About Innovate UK
Innovate UK, part of UK Research and Innovation, is the UK’s innovation agency. We work to create a better future by inspiring, involving and investing in businesses developing life-changing innovations. With an annual budget of over £1billion we provide businesses with the expertise, facilities and funding they need to test, demonstrate and evolve their ideas, driving UK productivity and economic growth.
