EMBRACING CHANGE AND PROGRESS

Happy New Year, and let's kick off 2024 with a bang! 🎉 We've got some exciting stuff lined up, so let's dive into the detail.

1. Social Value

Our year starts with a renewed focus on environment, social and governance, with the head of ESG currently being recruited. Overground in Bloom is making a comeback, with not one but two competitions. It's not just a flower show – it's about us being greener, cleaner and ready for the future. Get your green thumbs ready and check out the QR code for details. 🌍💚

Our ESG team is teaming up with the infrastructure and projects team to make ARL even greener, starting with installing LED lights across the network.

As a result of our culture review, we’ve welcomed Shaminder Uppal, as equality, diversity & inclusion (EDI) manager. She will play an integral role in crafting an action plan alongside the EDI group. First up on the agenda is Race Equality Week - keep an eye out for further details on activity!

2. Internal Progression and New Opportunities

You spoke, and we listened! The search for new opportunities to learn and grow steams ahead. In 2023, 35% of new hires were internal, with 40% of those being women. We're hoping to bridge that gap even more with the UK Trains talent strategy.

Thanks to our reverse mentoring trial, new programmes are coming. We're launching the first official reverse mentoring programme, with a new cohort being formed right now.

3. Customer Experience

Dawn Kolokotroni, customer experience strategy manager, is the brains behinds behind our culture programme, 'Customer Commitments.' The message of the programme is that we're not just here to do a job; we're here to care about ourselves, our customers, and our stations.

The programme uses a concept called Jigsaw to identify individual personalities, which in turn help to celebrate differences and understand how situations affect people differently.

To support our efforts, a new pool of 22 peer trains have put themselves forward. It is important we use their lifelong learning to aid in job satisfaction and employee engagement.

Whilst this programme will initially run for frontline teams, everyone at ARL has a role to play in these commitments to ourselves, our customers, and our stations. Our aim is for the commitments to be lived by every team across the business.

Watch this space!

4. Projects

Our infrastructure and projects team have been working tirelessly to make our stations top-notch.

In 2024, we're saying goodbye to the old and hello to the new with a refresh at Stratford and Willesden TMD. And get ready for the line naming project... can you guess what the new names will be?

Keep your eyes peeled for large projects that will be on the horizon.

5. Operations

Say hello to Arrakis, our customer information app. Arrakis is a user-friendly 'front end' of Tyrell, the Control messaging system for our customer-facing colleagues. While we prepare for egg hunts, our operations team will begin trials of passenger services on London Bridge on Easter Sunday. Buckle up!

Now, what are you most looking forward to this year?