Key Projects and Reference Customers.
GoAhead Group | London Overground Bid | Systems sub-workstream within the Customer Experience workstream
The Bonwell team led the systems sub-workstream within the Customer Experience workstream for the Go-Ahead Overground 3 Concession bid. This role centred on optimising key aspects of customer information, retail systems, and disruption management, ensuring these elements worked seamlessly to enhance the passenger journey. By applying a structured methodology—including situational analysis and process mapping—the sub-workstream identified and implemented targeted system improvements that elevated both operational efficiency and customer satisfaction.
The outcomes of this focused effort were integral to the broader Customer Experience strategy, providing innovative and pragmatic solutions that strengthened the overall bid submission and delivery plan. The systems sub-workstream was recognised by bid leadership and assessors for its technical depth, clarity, and strong alignment with the concession’s overarching objectives, contributing significantly to the credibility and impact of the proposal
High Speed One | Customer Information Strategy for ERTMS
For High Speed One's Customer Information Strategy for ERTMS, we delivered a comprehensive report addressing both operational efficiency and customer satisfaction. Our analysis recommended implementing a TMS Signalling Layer integrated with Stock and Crew systems, enhancing operational coordination and data flow. We also reviewed Customer Information Systems, identifying crucial enhancements to improve the information cascade to frontline station teams. This strategy is creating a cohesive, future-ready system that optimises railway operations and enhances passenger experience.
Network Rail Highspeed | Customer Information Workstream Lead | STA4-2 Stations Project
Network Rail High Speed's STA4-2 Stations project, supporting the Paris 2024 Olympics, focused on enhancing incident communication and response capabilities at St Pancras, Stratford International and Ebbsfleet International stations. Our team, in partnership with JF Rail Consulting, implemented key recommendations, updated risk assessments, and improved emergency plans. The project delivered three key outputs on time and within budget: an "As-Is" report on current systems, a "To-Be" concept document for future processes, and a comprehensive business case with costed recommendations.
Go-Ahead and Sumitomo Consortium| Customer Information Workstream Lead | Elizabeth Line Concession Winning Bid
The Bonwell team led a key sub-workstream for the Go-Ahead and Sumitomo consortium's successful bid for the Elizabeth Line Concession, focusing on optimising customer information processes and enhancing disruption management. This work delivered a compelling and innovative bid submission that proved instrumental in securing the contract. Through a comprehensive approach encompassing situational analysis, process mapping, system optimisation, and strategic planning, we developed an advanced concept of operations that significantly improved customer information delivery during disruptions. Our proposals for consistent real-time information across all channels, coupled with strategies for up-skilling staff and deploying agile teams, set a new standard in customer communication.
Intercity Rail Freight | Parcels as Passenger Technology Stack Development
ICRF's innovative solution revolutionises rail freight by enabling train operators to unlock secure and make profitable unaccompanied freight capacity on passenger networks. Our support for this project encompassed leading the development and implementation of the Freight Guardian platform, creating the Dynamic Capacity Capture System for efficient space utilisation, providing ongoing technical support, collaborating with train operators for seamless integration, and offering training on maximising the system's potential.