GTR Station Environment Checks - ANT Advanced New Technology

Case Study

Client:

Greater Thameslink Railway (GTR)

Department:

Customer Operations Improvement

Spokes Person:

Alex Hartshorne

Challenge

Greater Thameslink Railway (GTR) operates a large network of stations where maintaining consistent environmental standards is an important part of the customer experience. Frontline colleagues need to carry out regular station checks and report any faults or issues identified during those checks.

The existing process could involve completing a check and then using a separate process to raise faults. This created additional steps for frontline colleagues and made the overall process less straightforward.

GTR wanted a simple, practical solution that would enable colleagues to complete their station environment checks and report faults in one place, while also providing greater visibility of issues across the network.

Solution

Working closely with GTR, ANT developed the Station Environment Check app, providing frontline colleagues with a simple and intuitive way to complete station checks and raise faults within a single application.

A key feature of the solution is its simplicity. Rather than completing a check and then having to raise faults elsewhere, colleagues can now manage the entire process in one place. This has made the process more practical for frontline teams and has helped encourage greater consistency across the network.

The application has been designed around the needs of the people using it, making it straightforward for colleagues to complete checks and report issues as they are identified.

ANT has continued to work closely with GTR throughout the rollout, listening to feedback from users and making improvements based on their experience. This has allowed the app to evolve alongside the practical requirements of frontline teams.

Customer Support and Collaboration

The project has been underpinned by a collaborative relationship between GTR and ANT.

ANT has worked closely with GTR throughout the development and rollout of the Station Environment Check app, taking feedback from colleagues and using it to make practical improvements to the solution.

This ongoing approach has helped ensure that the application remains easy to use while continuing to meet GTR’s operational requirements. The partnership has also enabled the solution to develop in response to the experiences and needs of frontline teams as the app has been introduced across the network.

Results

Since implementing the Station Environment Check app, GTR has experienced several key benefits:

A simpler and more practical process for frontline colleagues.
The ability to complete station checks and raise faults in one place.
Greater consistency in the completion of station environment checks.
Improved visibility of issues affecting stations across the network.
Easier reporting of faults as they are identified.
A solution that has continued to improve through feedback from frontline colleagues.
A more streamlined process that reduces the need to use separate systems or processes.
Ongoing collaboration with ANT to support improvements throughout the rollout.

Looking Ahead

GTR looks forward to continuing to work with ANT to build on the success of the Station Environment Check app. As the solution continues to evolve through feedback and enhancements, it will provide ongoing support for frontline teams while helping GTR maintain visibility of issues and consistency across its station network.

Conclusion

The Station Environment Check app has transformed a previously fragmented process into a simple, centralised solution for GTR’s frontline colleagues. By enabling users to complete checks and raise faults in one place, the application has made the process more practical while helping to drive greater consistency across the network.

The collaborative approach between GTR and ANT has been central to the success of the project. By listening to feedback and making improvements throughout the rollout, ANT has delivered a solution that is easier for colleagues to use and provides GTR with better visibility of the issues affecting its stations.

Testimonial

“One of the biggest benefits of the Station Environment Check app has been its simplicity. Instead of completing a check and then having to raise faults elsewhere, colleagues can do everything in one place. That has made the process far more practical for frontline teams and has helped drive greater consistency across the network. ANT have worked closely with us throughout the project, listening to feedback and making improvements as we’ve rolled the app out. The end result is a tool that is easier for colleagues to use and gives us better visibility of the issues affecting our stations.”