awards case study
Making every journey matter
Driving an e-learning project that impacts every part of Transport for London’s operations and culture
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ransport for London (TfL) is responsible for managing London’s growing transport network, which consists of buses, trains, riverboats and the London Underground. In 2014, with customer
customer interaction. In the 2015 E-Learning Awards
expectations rising and demand outweighing supply, TfL introduced a new, organisation-wide operating model to ‘Make Every Journey Matter’, a project that impacts every part of TfL’s operations and culture. The Fit for the Future Stations (FftFS) programme was designed to support employees in adapting to these changes, ensuring they were prepared for the future and ready to embrace the new world of TfL arriving in 2016. In its objective to make the London Underground rail service world class, TfL needed to make fundamental changes to workforce structure, customer service, and the stations themselves. The FftFS programme prepared staff for greater customer exposure and involved important team restructuring and the reskilling of 5,000 employees, including 1,200 managers. To optimise the latest technologies – such as contactless and self-service payment – the changes included replacing ticket offices with 150 additional self-service ticket machines and increasing staff presence on platforms to deliver outstanding customer service. TfL needed to promote vital knowledge transfer, inspiring effective and lasting behavioural change across a diverse workforce, many of whom had never had any previous
Transport for London, in partnership with Kallidus and Interact won gold for best use of blended learning to support what is considered the largest business transformation project in Europe.
The challenges The transformation would encompass significant change around job roles, technology and the station working environment, but there would inevitably be concerns around job security and the future of the organisation, all of which needed to be addressed thoroughly within the FftFS programme.
TfL’s main objective was to support and motivate 5,000 employees, instilling lasting behavioural change across all job roles, arming staff with the skills to meet customers’ evolving needs and manage successfully challenging customer situations. Employees ranged from the ages of 20 to 60 so a multi-faceted approach to learning, incorporating different techniques appropriate for new and existing employees was needed to help engage the whole workforce.
The power of partnership TfL engaged the support of third-party providers Kallidus and Interact to deliver a complex and engaging blended learning programme. Interact provided the classroom training, filming, and acting elements for the project, while Kallidus simultaneously developed eight e-learning modules. All learning needed to
e.learning age april 2016
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