tfl-img-2

Transport for London

Transport for London

Activating service culture

Activating service culture

#creating-winning-workplaces

#culture-of-action

#customer-experience-design

#service-design-and-research

#service-design-and-research

tfl
Brief

TfL is a complex and widespread organisation, where all employees are crucial in delivering the vision of ensuring that every journey matters. Helping them to create, define, and embed employee engagement within the organisation has been integral to the success of their strategy.

Approach

We have worked in partnership with TfL since 2013, delivering operational improvements using a range of research and consultancy solutions. This has helped them to focus on a number of priorities – from embedding a customer-centric culture to developing opportunities to further engage their people. Our collaboration has led to a double digit increase in operational metrics.

Outcome

Our partnership goes deeper than just great research, and enables positive change and improvement across the organisation. The insights and actions that have emerged from our partnership were celebrated at the MRS Awards in 2015 for the most innovative approach to insight management. Now we're on the journey with TfL to continued success, improving their organisation and keeping London on the move.

We are on a journey with TfL to continued success, improving their organisation and keeping London on the move.