During 2021 VA Rail were asked by Network Rail to develop and scope the Customer Experience pillar for the WISP programme, as requested by the Secretary of State.
Aligned to Williams Shapps plan for rail, this entailed developing a full situation analysis and developing the strategic case for change VA Rail helped develop the architecture around the vision, mission, customer promises aligned to a set of customer needs developed by Williams. This strategy included comprehensive measurement framework and a detailed Customer Value Proposition (CVP) designed around individual rail markets and associated customer segments including High Speed/Intercity, Regional/Local and Commuter/Metro.
This focussed on the removal of pain points and barriers across the customer journey – activating solutions and aligning priorities to help bridge the gap. This required working across multiple organisations, including Train Operators, RDG, multiple divisions within Network Rail, DfT, RSSB and GBR.
