EY helped Network Rail to develop and deliver a major quality improvement programme (QIP) that enhances safety, performance and passenger experience.
Over the last 20 years demand for rail travel has doubled, putting additional pressure on a generally outdated and ageing rail infrastructure. These pressures are particularly high on the London and the South East routes that encompass Network Rail’s Southern region. In response, Network Rail created a new regional operations model while simultaneously moving from an asset-based organisation to a more customer-centric approach.
The QIP supports this transition by empowering staff to deliver the quality service that passengers expect and providing a way of better understanding the organisation’s key safety, performance, asset management, finance and reputational risks.
A single, integrated EY/Network Rail team was key to the ongoing success of the programme. Technology was played a vital role, driving innovation by, streamlining data collection and providing real-time interactive dashboards to save time and ensure high-quality outputs.
Changing priorities within Network Rail meant that we had to adapt quickly and efficiently, shifting the focus of our project plan accordingly, while the urgent real–time demands of the business reduced the availability of key stakeholders. We worked together as one team to successfully overcome these challenges.
Within the first nine months, the QIP successfully reviewed 20 operational and financial processes and identified and by doing so reviewed nearly 300 controls currently in place, making recommendation for improvement where necessary. The progress already made demonstrates the significant potential that the QIP has to drive vital changes across the business. This will result in safety, performance, financial and operational improvements across the whole organisation and deliver a fundamental change in how Network Rail identifies and manages its risks.
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