The Client Profile
Amtrak provides intercity passenger rail service to more than 500 destinations in 46 cities on a 21,000-mile route system. During fiscal year 2006, more than 24.3 million passengers used Amtrak. An average of 67,000 passengers use Amtrak every day.

The Business Problem
Amtrak's New York Division operates seven tunnels in New York City. These tunnels use a variety of sub-systems, including: convenience power, ladders, floodgates, phones, a SCADA system, radio communications, ventilation, lighting, and fire extinguishers. Many of these sub-systems had their own Operating and Maintenance Manuals, but maintenance employees did not have one complete reference that covered procedures and emergency information for all facilities. Employees relied on word-of-mouth when faced with non-standard situations, which created training issues for new employees.

The company needed a comprehensive, easy-to-use manual that employees could use to ensure worker safety and uninterrupted service. The engagement also required a strong project manager with knowledge of both the transit industry and procedure writing processes.

The TechProse Solution
A TechProse project manager oversaw the year-long Standard Operating Procedures (SOP) project, which included reviewing, editing, and formatting technical information in a tabbed, easily accessible format. TechProse used existing source material and worked with Amtrak technicians to develop the new material.

The team consisted of technical writers, illustrators, editors, and an administrator. The deliverable was an easy-to-use, pocket-sized reference manual of SOPs for infrastructure maintenance for Amtrak's New York track and tunnels.