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Help Points

TDM's own Help Points, from the unit to the call system behind it.

TDM's own railway station Help Points, supplied, installed, upgraded, commissioned and maintained across whole networks.

Help Point call chainA TDM two-button Help Point connects over 4G or VoIP to TDM NIS, TDM's operational communications platform, which routes the call to staff at the control centre.PlatformConnectivityControl centreTDM two-button Help PointInformation and emergency buttons4GTDM 4G replacement kitVoIPTDM VoIP replacement kitTDM NISCall managementControl centre staffPlatformConnectivityControl centreTDM two-button Help PointInformation and emergency buttons4GTDM 4G replacement kitVoIPTDM VoIP replacement kitTDM NISCall managementControl centre staff

Overview

Whole Help Point estates, renewed, upgraded and maintained

A passenger Help Point (PHP), which some operators call an Assistance Point, is a direct line to staff for information or in an emergency. TDM renews, upgrades and maintains Help Point estates across whole networks, with its own units and upgrade kits and the TDM NIS call management system.

  • TDM two-button Help Points
  • Network-wide renewal
  • Technology upgrade kits
  • TDM NIS call management
  • Accessibility repositioning
  • Planned and corrective maintenance
TDM two-button Help Point on a platform with a train at the platform edge

TDM products

The Help Point and its upgrade kits

The two-button unit has separate emergency and information buttons and is installed on walls, posts or existing structures. TDM fitted its 4G and VoIP replacement kits and Standard two-button enclosures in a network-wide technology upgrade.

TDM Two-Button Help Point
Close view of a TDM two-button Help Point showing the information and emergency buttons

Renewal and upgrades

From survey to handover, across a whole network

TDM renews whole Help Point estates from survey through design, consents, installation and commissioning to handover, with the TDM Network Information System (NIS) configured alongside the rollout. Upgrades run the same way: ahead of the PSTN switch-off, a network-wide programme moved an estate onto TDM 4G and VoIP kits, with new enclosures and vinyl graphics.

Renewed TDM two-button Help Point in service on a platform

Call management

The call system behind TDM Help Points

TDM configured and commissioned NIS alongside network Help Point rollouts, and upgraded and configured it at the customer’s control centre.

TDM NIS
Help Point call chainA TDM two-button Help Point connects over 4G or VoIP to TDM NIS, TDM's operational communications platform, which routes the call to staff at the control centre.PlatformConnectivityControl centreTDM two-button Help PointInformation and emergency buttons4GTDM 4G replacement kitVoIPTDM VoIP replacement kitTDM NISCall managementControl centre staffPlatformConnectivityControl centreTDM two-button Help PointInformation and emergency buttons4GTDM 4G replacement kitVoIPTDM VoIP replacement kitTDM NISCall managementControl centre staff

Accessibility and handover

Help Points repositioned for accessibility

In an accessibility repositioning programme, TDM completed phase one across the first group of stations while phase two was in delivery. Each programme closes with full O&M documentation.

Help Point accessibility repositioning and handoverAccessibility repositioning moves Help Points to where passengers can reach them. In the documented programme, phase one was completed across the first group of stations while phase two remained in delivery, and each programme closes with full O&M documentation.RepositioningPhased deliveryHandoverHelp Point repositionedWhere passengers can reach itPhase oneCompleted across the first stationsPhase twoIn deliveryO&M documentationCloses each programmeRepositioningPhased deliveryHandoverHelp Point repositionedWhere passengers can reach itPhase oneCompleted across the first stationsPhase twoIn deliveryO&M documentationCloses each programme

Maintenance

Records, audits and an agreed escalation route

Under a maintenance contract that ran from 2005 to 2024, TDM carried out planned and corrective Help Point maintenance, kept maintenance records and asset data, attended review meetings, audited its engineers and escalated faults through an agreed route.

Maintenance and Fault Response
Help Point maintenance contractUnder a Help Point maintenance contract, TDM carries out planned and corrective maintenance and keeps maintenance records and asset data against each Help Point. Those records support review meetings with the customer, engineer audits and fault escalation through an agreed route.VisitsRecordsGovernancePlanned maintenancePreventative visits on a scheduleCorrective maintenanceIn response to reported faultsMaintenance recordsRecords and asset data heldagainst each Help PointReview meetingsEngineer auditsEscalationThrough an agreed routeVisitsRecordsGovernancePlanned maintenancePreventative visits on a scheduleCorrective maintenanceIn response to reported faultsMaintenance recordsRecords and asset data held against each Help PointReview meetingsEngineer auditsEscalationThrough an agreed route

Lifecycle

Faults diagnosed centrally

Where the estate supports it, asset status, heartbeat and connectivity are monitored, and a fault affecting multiple units can be diagnosed centrally and resolved across every affected unit. Asset records, maintenance history and spares support sit behind that.

Asset Monitoring
Help Point monitoring and lifecycle supportWhere the estate supports it, Help Point asset status, heartbeat and connectivity are monitored. A fault affecting multiple units can be diagnosed centrally and resolved across the affected units, with asset records and maintenance history held behind it.MonitoredCentral diagnosisLifecycle recordsAsset statusWhere the estate supports itHeartbeatConnectivityMulti-unit faultDiagnosed centrallyResolved across unitsEvery affected unitAsset recordsHeld against each unitMaintenance historyEvery visit loggedMonitoredCentral diagnosisLifecycle recordsAsset statusWhere the estate supports itHeartbeatConnectivityMulti-unit faultDiagnosed centrallyResolved across unitsEvery affected unitAsset recordsHeld against each unitMaintenance historyEvery visit logged

Why TDM

Product, rollout and maintenance from one supplier

  • TDM designs the product and delivers the estate

    One supplier from the product's design to its maintenance.

  • Estates stay available during upgrades

    Phased delivery and sequenced system updates kept Help Points available through the upgrade.

Projects

Help Points case studies

  • CCTV dome camera, customer information display and PA speaker on a GWR station platform

    GWR, Managed stations and depots

    SISS maintenance across the GWR network

    Planned and corrective maintenance of CCTV, CIS, PA and Help Points at managed stations and depots, with a customer helpdesk, CCTV downloads and the asset database.

    Ongoing

  • TDM two-button Help Point installed at an LNER station

    LNER, Stations from Berwick-upon-Tweed to Peterborough

    East Coast Help Point installation

    19 TDM two-button GSM Help Points supplied, installed, tested and commissioned across ten stations, wall and post mounted, with station handover packs.

  • New TDM two-button Help Point installed at a station

    SWR, Stations across the SWR network

    Network Help Point renewal

    Network-wide renewal of Help Points with TDM Standard GSM two-button units, from survey to handover, with TDM NIS configured and commissioned.

All Help Points case studies

Discuss Help Points for a site.

Something else

If the work does not fit one of these routes, send a short general enquiry.

General enquiry