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Organisational Development at the heart of the Rail Industry

Transport | Creating a customer focus organisation

Growth Needs Assessment

The Great British Railways Transition Team, (GBRTT) was set up in 2021 in response to the Williams-Shapps ‘Plan for Rail’, the Government’s plan to transform the railways in Great Britain. 

A deep dive process was initiated to determine the organisational structure for GBRTT and, as part of this process, Journey4 were commissioned to advise on how to build the required customer capabilities within the organisation.

Our approach

An analysis and understanding of current customer needs was used to shape recommendations on an organisational model that could deliver greater customer focus. This involved looking at how GBRTT should be structure and focused.

This work included supporting the development of the leadership and culture of GBRTT and the organisational design of Great British Railways, (GBR) which will have accountability for all railway operations across Britain once established. 

Impact of our work

At the start of the deep dive process, a Customer Team had not been properly considered as part of the GBRTT structure. We successfully established a Customer Team to lead this transformation, including developing the team structure, role definitions, recruitment and selection as well as leading the team through the mobilisation period. The Customer Team is now well established and leading customer-focused activities across GBRTT.