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GBR Future Operating Model

During 2022-23 VA RAIL was asked to help develop GBRTT Customer Value proposition, Customer Long Term Strategy and plan the Customer Experience (CX) mobilisation activity for Day 1 of the new GBR organisation. This involved developing and integrating CX as part of the wider Customer delivery plan, featuring brand, marketing, revenue, fares ticketing, retail and develop foundational activity to enhance customer experience industry wide.

VA Rail also undertook an independent review of the GBRTT future operating model.