ABSTRACT
National Rail Enquiries is driven very much by the technology its users want to use. Twelve years ago it was all about person-to-person call centres, then it was the web, now it is moving to mobile channels. There is a widening variety of platforms for user services but the systems are relatively well-known and easy to work on. The Apple operating system iOS is used by many small developers, as is Android and the other smartphone operating systems. National Rail Enquiries holds all the contracts in this diagram but has the SIAM in place to triage problems and run the service desk side across hosting and applications. The Service, Integration and Applications Management (SIAM) also manages the migration of the applications to the cloud hosting and manages the capacity arrangements. This service integration model is one of the models Paul Corrall described and is becoming more popular with a trend to more but smaller deals.
