Q&A with Dawn Castle

Tell us about your background and role

Before joining Worldline in 2021, I was a Computing lecturer for 10 years after which I trained children’s social workers in how to use case management software. Transitioning to Worldline was a big shift, but my focus remained on training and development.

Soon after starting, I launched a training team site, now used company-wide, to centralise knowledge-sharing materials, videos and glossaries in one place as a back-to-basics toolkit. I also restructured our training courses to be more role-specific and tailored to what the actual end users do in their respective roles and train operating companies (TOCs).

What opportunities do you and your team see in Worldline’s products?

TOCs are now becoming more aware of Worldline’s newer products in Rail Operations. We’ve expanded our training team to support the new product offerings as we now offer a wider range within the Integrale Suite – Plan, Control, with Timing and Roster on the way. Since our approach is driven by customer feedback, we’re always developing and refining our training offerings.

How do customer relationships begin?

Once the sales team introduce us to a new customer, our experts across a range of fields work closely and collaboratively with them to understand their needs. Their valuable feedback is then reviewed and fed back to our developers to assess if it can be built into future upgrades.

We also collaborate with Super Users (internal experts who support process adoption and continuous improvement in daily operations) who we train and encourage to test the system rigorously. This helps us tailor the product specifically to their requirements.

What changes have you made to the training programme?

Listening to customers, we fine-tuned training to be more role-based. Some people are uncomfortable with change, so we ensure they learn only what’s relevant to them. We highlight time-saving shortcuts and process efficiencies, which have been very well received.

One common challenge is that great features go unused simply because people don’t know about them. To address this, we simplify technical release notes and send out a newsletter explaining updates in plain English such as, “Did you know you can now do this?” Customers love it – Neil Richmond, Fleet Control Manager at Greater Anglia, says: “The GA Fleet Control team has responded positively to the newsletter. It includes information on system enhancements and upgrades that some of our team members had requested, which is fantastic.”

Rather than running traditional lecture-style sessions, we give the delegates the space to learn while using the system and work through real-life examples. Making training hands-on and directly applicable to their work helps it sink in better, although there’s no substitute for actually using it themselves after training!

Why are Integrale Plan and Control so popular?

They introduce new and bespoke functionality to our legacy systems that many TOCs have worked with for years.

The Integrale Suite integrates multiple data streams and interfaces with our own products and third-party systems. It’s flexible, versatile and user-friendly, allowing for job-specific customisation.

A common challenge is that some end users compare it to the old systems. That’s where our training plays a crucial role in showing them not only how the new system works, but also what additional capabilities it offers.

Our job is to help people who may be hesitant about change by demonstrating how small adjustments – like a different filter or shortcut – can make their work significantly easier.

How does the feedback process work?

We begin by analysing what the customer currently does, what they need to do, and how our software can help. We immerse ourselves in their operations, spending time with them to fully understand their workflows.

During implementation, we train end users and show them how to get the most from the system. Additionally, we use a Question Park and Issue Log (QPIL), where participants can post queries or challenges in real time. If an issue needs further investigation, it’s logged and sent back to the product team for review as part of potential future software enhancements.

Can you give an example of a small tweak with a big impact?

One challenge Users faced was locating specific diagrams in the planning and control systems over a given time span.

By tweaking the system to allow filtering by different time ranges, we made it easier for Users to access only the diagrams they needed. This significantly streamlined their workflow, making their jobs much easier.

These types of adjustments are essential – we ensure each User sees only the data relevant to their specific role so they can work as efficiently as possible.

What’s the best part of your job?

It’s incredibly rewarding when we introduce Users to a tool that saves them time and improves their workflow.

I recently explained a feature for stock diagrams to a User who instantly saw how it could change the way they work. You could feel the atmosphere shift in the room - those “light bulb” moments make the job worthwhile.

What’s great is that different Users can customise the system in ways that work best for them, even if they’re sitting in the same office. Our goal is to explain the tools clearly so they can choose how to use them most effectively.

With a nod to Railway 200 and continued innovation, how is training evolving?

Due to increasing demand for the Integrale Suite, we’ve introduced e-learning modules that complement the well-established effectiveness of face-to-face learning. These modules cover the basics – how to navigate the system, perform key tasks, and set up their systems – while the face-to-face training covers the more complex aspects of daily operations like cancelling trains, swapping units and handling absences.

This approach halves the time Users spend in training sessions, lowers costs for customers, and means they might only need a one-day in-person course with us.

With new products like Integrale Timing and Roster launching soon, we’re continuously expanding our training content. Even though we’re already booked up beyond October, we’re constantly developing new modules to keep up with evolving needs.

What’s the best thing about working in rail?

The rail industry is a close-knit community – at Worldline, everyone is down-to-earth and it’s generally an exciting sector to be in, especially with AI playing an increasing role in Operations.

On a personal note, I’m part of the ‘Voices of Darlington’ pop and rock choir. We had the chance to sing at the Stockton and Darlington railway as part of the Rail 200 celebrations – naturally, we performed Love Train!