The Luxembourg Railway has opted for the lost-property process of the future: Nova Find, RUBICON’s leading lost-property office software in Europe, aids to succeed in optimising the service for passengers as well as increasing efficiency for CFL employees.

Since March 2020, public transport in Luxembourg has been free of charge for citizens and tourists. Luxembourg is sending a clear signal in Europe about the attractiveness of public transport. In the course of this development, the services of the CFL will increasingly be provided online in the future. The lost-property system is also being digitised.

“We see the introduction of Nova Find as a sustainable investment in the future of the community. In this way, we can offer our customers an even better service,” explains Tom Felix, tariff manager at the Luxembourg Railway, explaining his motives. Around 10,000 found objects are collected by the CFL every year. “For personal valuables, such as smartphones, keys or wallets, every minute counts.”

The Solution

Public Nova Find Search Mask

A simple, barrier-free search mask is available to passengers on the Luxembourg Railway website. The standardised recording of loss reports in predetermined item categories and with special characteristics optimises data quality. This increases the probability of a matching hit when the loss report is compared with the find messages.

“After the loss report is created, Nova Find checks the concurrence with available find messages. The passenger is shown the best possible hits – online and in real time,” that’s how Raimund Höslinger, Sales Manager at RUBICON, explains the sophisticated search technology. “If there is no suitable find report at the time of the loss notification, it will be further compared with subsequent find reports. If there is a suitable hit, the employee of the lost-property office is notified of it automatically.” Nova Find compares notifications regardless of the language in which they were written and recognises both different names for the same item and typos.

2. Nova Find Backoffice

In the Nova Find back office, employees of the central CFL lost-property office manage all found objects. As in the public search mask, individually adapted categories and characteristics are available to describe the item. In particular, the progressive find recording achieves an increase in efficiency in the workflow: The fast pre-recording identifies the found object with a barcode and minimises personnel costs.

In a further step, the find report in the central lost-property office is completed and then automatically compared with the existing loss reports. The owner is immediately notified in the case of a hit. This automatised, 100% digital communication significantly reduces the expenses in the lost-property office of the Luxembourg Railway.

The Nova Find back office accompanies a found item throughout the entire life cycle, even across several locations. This is supported by extensive warehouse management as well as the planned standard processes, such as the transfer of found objects to authorities. The seamless documentation of the entire process guarantees the traceability of all action steps taken.