A specialist is in developing and implementing ticketing and revenue protection strategy and plans. Also a highly qualified Programme and Project Manager with over 14 years’ experience in rail franchising in both the public and private sectors. Key skills include rail franchise bidding, business transformation programmes and contact centre improvement.
Successfuly mobilised two new rail franchises - ScotRail in 2015 and Greater Anglia in 2012.
Mobilised and deployed a new mobile Revenue Protection team (c.100 staff) within three months to reduce ticketless travel rates by 50% and deliver an incremental revenue uplift of £1.6m for Northern
Produced the highest scoring Smart ticketing and revenue protection plan for Abellio’s winning ScotRail bid (May 14), developed the highest scoring plan (ticket retailing) on Abellio’s Essex Thameside bid (Dec 13) and created the ticket retailing strategy for Greater Anglia’s successful Direct Award submission (Aug 13)
Developed and implemented revenue protection, security and safety bid plans for East Coast Mainline and Greater Anglia. As interim Head of Revenue Protection in GA, he reduced fare evasion from 9.4% to 5.7% within the first 3 months and to 4.2% within 6 months, generating over £10m additional revenue within the first year. Also delivered improved NPS customer satisfaction measures in first 6 months (ticket buying facilities +4%, personal security in stations +7%, personal security on train +5% VLY)
Implemented 2010 National Rail Fares policy determined by Secretary of State working for DfT across all operators affecting £6bn rail fares income. Delivered £65m cost savings during commercial negotiations through effective challenging of operator revenue modelling and presenting alternative solutions
Delivered £2.5m cost saving for stagecoach through delivery of a new organisational design for the customer services directorate whilst achieving DfT objectives
Highly commended in 2007 European Call Centre Awards for ‘Continuous Improvement’ programme whilst head of the contact centre for GNER; British Gas Programme won 2009 ‘European Call Centre of the Year’ for excellence in handling organisational change and developing an engaged workforce and won ‘Small Contact Centre of the Year’ at 2010 European Call Centre of the Year awards for Journeycall.
Experience: Has worked on multiple successful rail bids including Scotrail, East Coast, Northern, Essex Thameside and Greater Anglia. Has direct budget management of £10m and direct reports of up to 13 direct, 100 indirect. Delivered a number of business transformation programmes in rail franchises (both long distance and commuter TOCs) with a proven track record of improving areas such as customer service, revenue protection, ticket retailing and security with operational performance improvement plans, ‘Quick Win’ programmes and delivery of franchise commitments.