DB Fernverkehr AG
“With DB SmartAssist, we are able to integrate the experts from our technical hotlines very closely into the fault clearance process on our trains.”
[Tobias Theile, Senior Project Manager Digital Innovation Management, DB Fernverkehr ]
Global leader in mobility and logistics - focus on digitalization and cyber security
The DB Group is one of the world’s leading providers of mobility and logistics services. Deutsche Bahn (DB) is responsible for passenger rail transport, freight transport and the infrastructure of the German rail network.
The DB Group, which is headquartered in Berlin, employs around 340,000 people. At around 33,000 km, it operates the longest rail network in Europe in Germany.
Its fundamental concern is to shift traffic to climate-friendly rail.
As part of Germany’s critical infrastructure, Deutsche Bahn attaches the utmost importance to cyber security. An increasingly networked global environment and rapidly advancing digitalization are making information security a priority. It is essential for companies to identify risks in good time, establish countermeasures early on and react quickly and decisively to incidents. The ultimate goal is to protect the information technology (IT) and operational technology (OT) infrastructure for the future.
At the same time, DB sees digitalization as an opportunity to improve its processes and offerings. It is continuously working on the further development of digital solutions in order to optimize the service for customers and increase the efficiency of operations.
Make better situational decisions with DB SmartAssist!
Deutsche Bahn uses EmergencyEye® technology under the brand name DB SmartAssist in various areas to provide its employees with effective support when dealing with train faults. DB SmartAssist makes it possible to establish video and audio connections in real time via smartphone and tablet. Technical experts then use various support and marking functions to assist train personnel in the fault clearance process.
Train staff who detect a fault on the train and are unable to resolve it independently contact technical experts who are organized in specialist hotlines. By connecting to the situation on site using DB SmartAssist, the technical hotline can be integrated directly into the fault.
The technical hotline can use the video function to get a picture of the fault situation on site and then guide the train crew in a targeted manner. Various marking functions are used or the required specialist media are projected onto the train crew’s end devices.
Thanks to the real-time translation function, DB SmartAssist can also be used to communicate with foreign train personnel who have a fault on the German rail network. This ensures that language barriers are not a priority and that the technical issue is resolved together. DB SmartAssist’s location function is also used for the best possible orientation and assessment of the overall situation.
As part of a productive pilot, other areas will also be equipped with DB SmartAssist, including applications in the plant and infrastructure environment.
By using DB SmartAssist, Deutsche Bahn aims to increase the efficiency of its fault clearance processes, shorten response times in the event of technical problems and increase employee safety and satisfaction.