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Improving communication across Amey Severn Trent

Amey is a leading supplier of consulting and infrastructure support services both in the UK and internationally that has five divisions. Journey4 was invited to work with its Utilities division on the transformation of the Severn Trent contract to prepare it for the next Asset Management Period (AMP) regulatory period, Amp7.

We designed and implemented a transformation programme across three parallel workstreams, Customer Experience, Performance Improvement and People, Engagement and Culture.

Creating an employee-led People, Engagement and Culture working group was central to engaging employees and identifying improvement projects that would improve customer experience (effectiveness) whilst also reducing manual tasks, process failures and rework to reduce cost, (efficiency). One of the key improvement projects was internal communications with the aim to improve employee involvement and communication across the business.

Journey4 designed an internal communication’s strategy, created a new role in the business for an internal communications lead and then supported this new role by embedding one of our communications experts in the business to help implement the strategy, set up internal systems and processes and mentor staff, before stepping back once the internal process had been established.

The internal communications project contributed significantly to improvements in employee engagement. This included establishing a new Leadership Forum for cascading information from senior leadership to line managers and regular Business Director staff meetings around the regional offices and depots.

A staff newsletter was published twice a month reinforcing company values and featuring staff achievements, supported by the introduction of annual staff awards, regular email updates as well as posters around offices and depots throughout the region supporting key initiatives.

Alexandra Alcock, Internal Communication Lead for Amey Severn Trent commented; “To everyone at Journey4, I’d like to extend a sincere ‘thank you’ for all your help and support over your time with Amey Severn Trent. You have all provided me with a wealth of knowledge, in both business and the world of communications and you’ve all been wonderful colleagues to work with

The internal communications systems and processes continue to operate successfully long after we had finished the project and will support the business as they enter the new AMP7 period in May 2020.