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