Our Stories

/Tuning in to customers – Carlisle Support Services

Tuning in to customers – Carlisle Support Services


Greater Anglia is a British train operating company owned by Abellio. It provides local, suburban and express services from London Liverpool Street station to destinations in Essex, Hertfordshire, Cambridgeshire, Suffolk and Norfolk in the East of England. Carlisle Support Services became the partner of choice to provide revenue protection and customer services people to support the Greater Anglia team in providing 88 ‘Making Travel Safer’ officers and 120 ‘Gateline’ personnel through a managed service model.
 
Their challenging business target was to reduce the levels of ticketless travel across the network from 9.9% to below 5% in its first year of operation. The pioneering ‘Making Travel Safer’ initiative integrated deployment of skilled agency staff alongside permanent revenue protection officers to improve customer satisfaction through making people feel safer and more secure when travelling. Greater Anglia, in partnership with Carlisle and the British Transport Police (BTP), reduced fare evasion to below 5% in the first year with a further reduction in the second.
 
Total crimes reported to the BTP reduced by 14% and passenger perceptions of personal security across the network greatly improved. Consequently, the service was shortlisted in the Best Partnership of the Year category of the European Rail Congress Annual Awards for ‘Working in Partnership – Making Travel Safe Officers (UK)’.
 
Quite simply, Carlisle tuned in to Greater Anglia, saw the challenge through their eyes and helped them make their business better.