How Rail Company CSX Improved Labor Relations with Tyler

Streamlining Labor Relations Systems and Oversight

CSX is one of the largest rail companies in the country, with a 21,000-mile rail network linking markets in 23 states, the District of Columbia, Ontario, and Quebec. Over 36,000 CSX employees keep their customers satisfied and their rail systems running smoothly.

To document and track grievances filed by their union employees, CSX had been using an in-house system they developed years ago and updated as needed. Different aspects of the grievance process were stored and handled by different mainframes. In addition, not all offices used the same system. This decentralized system made access to information difficult and the entire process time-consuming and frustrating.

Integrated Enterprise Document Management

“We compared the benefits of updating our in-house system versus choosing an outside vendor,” said Meg Sacks, spokesperson for CSX. “We chose the [Tyler] Labor Relations application because it is able to track all of the information related to grievances, from start to finish. It gave us what we needed in one complete package.”

The team behind Tyler’s Case Management Development Platform integrated the platform-based Labor Relations application with CSX’s existing Filenet to create an enterprise document management system. With all pertinent data centralized, authorized employees can access any part of the grievance process needed for a claim. Now, researching or investigating a claim, tracking its progress, and generating reports are smooth processes that can be initiated from any location.

End-to-End Grievance Tracking

The Labor Relations application tracks grievance data, including bargaining units and agreements, from beginning to end. Its ad hoc reporting module helps with required reporting, including daily activity and status reports and data trend analysis reports. The Labor Relations application is so flexible that any company’s or agency’s work flow and process model can easily be replicated in the system.

Case Study Highlights

  • 21,000 Mile Rail Network
  • 23 States
  • 36,000+ CSX Employees

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