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Supporting Serco Integrated Transport Division

Transport | Customer value proposition

Growth Needs Assessment

Journey4 were asked to support Serco’s Integrated Transport division in developing a new customer-focused value proposition that could shape the consistent development of a service culture in its franchises focused on customer delivery.

Our approach

We worked engaged with the senior leadership team and divisional team to define, design and develop the customer value proposition. Once agreed this was documented and embedded as a common approach and language, ‘The Serco Way’ that the divisional operating managers applied to their franchises to support improvements to customer outcomes. 

Impact of our work

Journey4 were subsequently asked to develop of a new customer-focused model for the mobilisation, transition and transformation of rail franchise bids which was proven to be successful and has since been adopted in other areas of the Serco business, such as the Central Government and Home Office divisions.