How effective asset management is critical for the passenger experience

Taryn Hide, Market Director - Advisory and Analytics
28 March 2025
Image of passengers waiting for train
Speak to an expert about your challenge
Get in touch

Related markets and services

As cities and transport networks evolve, the expectation for seamless, reliable, and convenient multi-modal travel has never been higher.

Passengers now demand smooth transitions between trains, buses, cycling, and walking routes, yet behind every successful journey lies a complex web of infrastructure assets that must be meticulously managed. When these assets are neglected or poorly maintained, the consequences have a knock-on effect across entire transport ecosystems, leading to disruptions, inefficiencies, and dissatisfied customers.

The link between infrastructure asset management and the customer experience is often overlooked, yet it is fundamental to ensuring transport networks function effectively. A faulty signalling system, a deteriorating road surface, or an out-of-service lift at a station can all have sizeable impacts on passenger journeys, where they can force delays, increase congestion, and undermine confidence in public transportation.

So why is the critical link between asset management in multi-modal transportation and customer satisfaction levels often overlooked?

Infrastructure failures are among the most debilitating challenges facing transport networks today.

The ripple effect of transport infrastructure failures

Infrastructure failures are among the most debilitating challenges facing transport networks today. A signalling fault on a rail line, an unexpected road closure, or a failing bridge structure, can bring entire systems to a halt, leading to widespread delays, safety risks, and most pertinently – frustrated passengers. These disruptions do not just affect a single mode of transport, they have a cascading impact across the entire network. The interconnected nature of transport infrastructure means that issues in one area can have unintended consequences elsewhere. Whilst some disruptions may result in nothing more than slight inconveniences for passengers, others can come at a significant financial cost.

Take for example, a signalling fault on a key rail line causing major delays: a passenger heading to the airport by train may miss their flight due to the disruption, and as a result, lead to a wasted flight ticket. Similarly, a driver taking an alternative route to the same airport may get caught up in unexpected congestion caused by diverted traffic from a nearby road closure, resulting in the same unfortunate outcome. In both cases, uncoordinated maintenance works, and unexpected infrastructure failures lead to missed connections, frustrated passengers, and a growing sense of mistrust in the system. Over time, this disengagement weakens the case for investment in shared mobility and sustainable transport, making it harder to achieve long-term goals for efficient and connected travel networks.

Without a proactive and integrated approach to maintenance, these disruptions can multiply – affecting not only individual journeys but also undermining wider public trust in national transportation services. Customers expect reliability, and when transport systems fail to deliver, they seek alternatives. Whether that’s driving instead of using public transport or simply avoiding certain routes altogether.

Image of highway congestion
Maintenance works, and unexpected infrastructure failures lead to missed connections, frustrated passengers, and a growing sense of mistrust in the system.

Transport networks can not only optimise performance but also strengthen public trust and engagement.

Connecting the dots - integrating asset management with passenger needs

Integrated asset management focuses on breaking down operational silos, encouraging better communication and coordination between different transport modes. By leveraging real-time data, predictive maintenance, and cross-agency collaboration, operators can plan maintenance works in a more strategic way that will minimise disruptions and create a smoother travelling experience for people. This approach not only enhances resilience but also helps rebuild public trust in transport networks by demonstrating a commitment to reliability and user-centric planning. To truly maximise the benefits of integrated asset management, operators need to develop a deeper understanding of the evolving travel patterns and demographics that shape how people move through transport networks.

Image of commuters on bus
The rise of hybrid working, increased active travel, and shifting commuter behaviours mean that traditional peak and off-peak planning models are no longer viable.

The rise of hybrid working, increased active travel, and shifting commuter behaviours mean that traditional peak and off-peak planning models are no longer viable. Operators need deeper insights into when, where, and how people travel to be able to plan and prioritise maintenance activities more effectively. For example, planned rail maintenance that previously took place during off-peak hours may now clash with new demand patterns, such as increased early morning/late night travel or weekend leisure trips. Collecting and reviewing data that illustrates the changing traveller patterns and then actioning these data insights will help organisations plan better. Factoring in these changes, alongside the interconnectivity between transport modes, allows for smarter asset maintenance scheduling and therefore reducing the risk of widespread network disruptions. This also ensures that critical routes remain accessible when they are needed most.

Equally important is integrating customer feedback into asset management strategies. Understanding passenger pain points and preferences can help operators prioritise investments in areas that have the greatest impact on customer satisfaction. Whether it is improving accessibility features, ensuring key commuter routes are kept running during peak hours, or minimising disruptions on high-demand travel corridors – customer-centric planning enables operators to strike the right balance between operational efficiency and user experience. So, if one particular airport attracts significantly more passengers than other airports within the same region, the efficiency of local transport networks should reflect the level of consumer demand. By aligning infrastructure decisions with real-world travel behaviours and feedback, transport networks can not only optimise performance but also strengthen public trust and engagement.

Predict, prevent, protect – leveraging intelligent technology to minimise disruptions.

With transport networks now ever more complex and interconnected, there is an urgent need to shift from a reactive approach to a proactive one when it comes to asset management. Traditional maintenance strategies, which often rely on fixed schedules or responding to failures after they occur, can no longer meet the demands of today’s passengers or their expectations for seamless, reliable journeys. To mitigate disruptions and improve operational efficiency, operators need to embrace a forward-thinking approach that focuses on preventing issues before they occur and impact the wider network.

Leveraging technological solutions such as predictive maintenance and IoT sensors allows operators to continuously monitor the conditions of critical infrastructure assets such as rail tracks, signalling systems as well as bridges and roads in real time.

Real-time data analytics has in many ways revolutionised the way we manage our infrastructure assets, offering a truly transformative advantage. By continuously monitoring the performance and condition of assets, operators can identify issues and potential vulnerabilities before they escalate into major problems.

Amey’s bridge management system is an example of a cutting-edge technology solution that is capable of proactively maintaining and monitoring complex bridge infrastructure. It integrates in-built IoT predictive analytics and machine learning to assess the structural health of bridges and detect potential safety risks, including those caused by adverse weather conditions. By analysing the data available, the platform can generate automated alerts to advise bridge engineers of any potential issues from the suspension bridge that would need further investigation.

Image of rail tracks
The use of sensor technology embedded in rail tracks can help to detect subtle changes in functional patterns of the track structures that can indicate an emerging fault or unusual behavioural patterns.

When it comes to rail structure asset maintenance, the use of sensor technology embedded in rail tracks can help to detect subtle changes in functional patterns of the track structures that can indicate an emerging fault or unusual behavioural patterns. This can then allow for diagnostic tests and targeted repairs to take place before a full-scale breakdown can occur. This same solution can also be embedded in road structures and drainage systems helping to track load stress, temperature fluctuations, and early signs of material fatigue over time, therefore reinforcing road surfaces showing signs of wear and tear or clearing drainage systems before blockages cause flooding. This constant flow of data enables maintenance teams to proactively address issues and implement the right interventive measures at the optimal time.

A proactive approach also empowers operators to prioritise maintenance activities accordingly. Instead of treating all assets equally, resources can be allocated more efficiently to address high-risk areas, reducing the chance of system-wide disruptions and ensuring the most critical parts of the network remain reliable. This shift not only optimises maintenance budgets but also supports a smoother, more predictable experience for passengers, helping to rebuild public trust and confidence in transport services.

An integrated, proactive asset management strategy is essential for reducing disruptions and improving multi-modal travel experiences. By harnessing real-time data, predictive maintenance, and customer feedback – network operators can better plan, prioritise, and coordinate infrastructure maintenance works. This not only boosts reliability and efficiency but also helps improve public trust in national transportation systems.

Speak to an expert about your challenge.