Find a transport partner

I'm looking for

in

Case Study Type: Rail

Making rail safe at GTR

At Go-Ahead we are committed to providing a safe and supportive environment for both our customers and colleagues, as they work and travel across our networks.

Our operating company GTR runs the UK’s largest and most complex rail network. Safety is the foundation on which GTR builds this network, with a ‘zero harm’ approach – believing that all safety related accidents and operational incidents are preventable. GTR delivers unique campaigns to ensure both customers and colleagues are aware of potential risks and empowered to make safe choices.

Encouraging safe behaviour in customers

GTR leverages creative media campaigns as an effective way to reach passengers, capturing attention and driving awareness about safe travel behaviours.

Spotlight: Festive safety campaign

The festive season sees an increase in passenger accidents caused by slippery conditions, rushing, and intoxication. To tackle this, GTR’s 2024 campaign shared ‘12 tips of Christmas safety,’ launched strategically on the busiest day for Christmas parties. The initiative featured elves handing out ‘Christmas party survival kits’ at key London stations, alongside a video highlighting safety concerns which gained significant TV, radio, and social media attention.

Key results:

  • Campaign reach: 286 million
  • 7% year-on-year reduction in customer accidents.
a train on the tracks a train in a station

Spotlight: Promoting safety around tracks

In June 2023, GTR launched a Rail Safety Week campaign to address the growing number of passengers risking their lives retrieving dropped items from tracks. Using a playful adaptation of the children’s song “Head, Shoulders, Knees and Toes” – reimagined as “Head, Shoulders, Keys and Phone” – the campaign reinforced the message to keep belongings secure. Featuring children’s voices for impact, the campaign created a memorable “earworm” for passengers.

Key results:

  • Campaign reach: 6.5 million
  • Winner of the 2024 PRCA Transport Campaign of the Year award.

Safety at work: Looking out for colleagues

It is equally important that colleagues experience a safe and supportive working environment.

Tackling antisocial behaviour

To address a significant rise in antisocial behaviour, GTR launched the Antisocial Behaviour Improvement Plan. The plan introduced practical measures to enhance colleague safety and improve incident handling, including:

  • Deployment of over 1,500 body-worn video cameras, ensuring all customer-facing colleagues have access during their shifts.
  • A more than 100% increase in Travel Safe Officers, strategically deployed using incident data to reassure staff and passengers.
  • Monthly security updates, including success stories of prosecutions and joint operations with the British Transport Police (BTP).
  • Guide to personal security supplied to all colleagues, with advice and tips on handling difficult situations which compliments existing training.
  • Enhanced training and aftercare processes, with a focus on colleague feedback and support.
  • Dedicated school engagement to strengthen relationships with youth groups across the network.
  • Improved evidence collection to support prosecutions, including high-quality footage and witness statements.

“Taking care of ourselves and others is at the heart of our Zero Harm ambition. We want all of our colleagues to come to work without fear of violence and we want our passengers to be able to use our network safely.” Samantha Facey Health, Safety & Security Director

Since the plan’s launch, reports of antisocial behaviour have steadily declined, with 60% of reported incidents classified as low-risk.

Promoting colleague wellbeing

In response to findings from the 2024 Safety Culture survey, where 48% of colleagues felt health and wellbeing were not prioritised, GTR introduced the Your Guide to Personal Wellness. Highlights of the campaign included:

  • Personalised guides sent to colleagues’ homes, complemented by five hidden golden tickets offering prizes.
  • Internal promotions reaching over 5,000 colleagues.
  • Sponsorship by Chief Medical Officer Dr Danielle Eaton, demonstrating leadership support for wellness initiatives.

Safeguarding on rail: Accreditation of safety standards 

In October 2024, GTR achieved a 95% score in the Safeguarding on Rail accreditation, an improvement of 3% on the previous year. This accreditation, assessed by the BTP, recognises GTR’s efforts in:

  • Robust safeguarding policies, including background checks and community engagement.
  • Information and support provided to vulnerable colleagues, customers, and railway users.
  • Leadership engagement and collaboration with local BTP teams.

The success of these initiatives is reflected in their impressive reach among both customers and colleagues, as well as a notable reduction in incidents. This progress is underpinned by the 2023 and 2024 Safeguarding on Rail accreditations, reinforcing an unwavering commitment to safety and security.

Project Aurora: Demonstrating in-house rail engineering expertise 

Project Aurora is a groundbreaking fleet modernisation programme delivered by Go-Ahead’s Govia Thameslink Railway (GTR) on behalf of Porterbrook, the owner of the Electrostar trains. Spanning from 2020 to 2025, the project will see 270 trains (Classes 377 and 387) upgraded with modern features designed to enhance passenger journeys. Alstom is handling the technical specifications, design, and materials, while GTR is responsible for the installation and testing at Selhurst depot.

GTR was uniquely contracted to undertake this extensive upgrade programme—a responsibility typically outsourced to third-party providers.

Modernising the fleet

  • 2020 – Project launch
  • 2021 – First upgraded train returned to service
  • 2023 (July) – 135th train upgraded and returned to service
  • 2025 – Programme completion

The upgraded trains feature enhanced passenger information services with new digital screens, plug and dual USB sockets at every seat and energy saving LED lighting throughout.  Alongside these customer-focused upgrades, automatic passenger counting tools are installed to help GTR analyse services and manage timetables effectively.

Enhanced on-board data recorders and upgrades to the Train Data Network enable advanced remote monitoring of the trains’ operational systems. This improves reliability and minimises downtime for maintenance or repairs. Additionally, every train is equipped with forward-facing and track debris CCTV, offering remote live-streaming and image download capabilities.

A streamlined maintenance schedule

To achieve this modernisation, two trains are fully upgraded every week at GTR’s depot in Selhurst and are then returned to service when complete. This schedule allows GTR to take trains out of service for upgrades without affecting the number of trains available for passenger services.

Once completed, all 270 trains combined will have required 250kms of wiring, 35,000 lighting tubes, 32,000 power/dual USB sockets and 2.5 million fixings and fasteners.

“I am delighted that GTR’s own highly skilled Selhurst Depot team will be delivering this upgrade programme on our behalf.” Mary Grant, Porterbrook Chief Executive Officer

Ensuring every train has the same modern standards, with common features across the whole fleet, makes it simpler for engineers to plan and complete maintenance and repairs. This keeps each Electrostar out in service for longer, reducing delays and cancellations across the network.

a train on the tracks a group of women walking on a platform next to a train
“”
This project continues to successfully deliver upgrades to the Electrostar fleets for GTR customers. The works are on-time and on budget, and shows the huge benefits of working closely with our partners at GTR and Porterbrook.

Peter Broadley

Alstom Managing Director Services

Industry recognition

Project Aurora received The Fleet Achievement of the Year Award at the National Rail Awards in 2023.

“Our passengers have been very positive about the improvements Project Aurora has delivered for their journeys, but this award from our peers in the industry really highlights the expertise, effort and dedication of every member of the multi-disciplinary team. Equally pleasing is the judges’ recognition of the collaboration between industry partners Porterbrook, Alstom and GTR, which our success has depended on every step of the way.”

Justin Lanigan, Overhaul Manager, Govia Thameslink Railway.

Project Aurora showcases the unique strength of GTR’s in-house rail engineering team, whose expertise enabled complex upgrades to be delivered with precision and efficiency. This capability highlights our distinct advantage in managing large-scale modernisation and engineering projects in-house.

Growing social value through rail: ‘Your Station, Your Community’   

Go-Ahead’s Govia Thameslink Railway (GTR) established the ‘Your Station, Your Community’ Improvement Fund, to provide vital support to local groups, charities, and communities along our UK rail networks.

Launched in 2023, the fund focuses on key themes linked to GTR’s corporate social responsibility strategy: mental health, education, employability for marginalised groups, diversity and inclusion, and environmental sustainability. Community groups and charities submit applications for projects which relate to these key themes, meaning the fund facilitates community-led initiatives, created and delivered by local people.

To date ‘Your Station, Your Community’ has funded 52 impactful projects with grants totalling £1.2 million, providing positive and lasting social value along GTR’s routes.

Focus on impact: Two transformative partnerships

Autism Bedfordshire: Supporting inclusion and wellbeing

With growing demand for structured social opportunities for autistic individuals, Autism Bedfordshire was awarded a grant to run social and wellbeing groups. Over nine months, the project achieved:

  • Support for over 300 autistic young people and adults.
  • 84 social and wellbeing events.
  • 60 walking and exercise sessions.

This created many opportunities for participants to build social skills, develop confidence, and adopt healthy lifestyles in a supportive environment.

Positive impacts

As a result of these events, 91% of participants reported reduced isolation, improved self-esteem and lower stress levels.

Overall, the programme generated an estimated £3.6 million in social value, proving the power of focused community investment.*

Missing People: Harnessing technology for better awareness

Through a unique campaign funded by the Your Station, Your Community fund, GTR partnered with Missing People to raise awareness about long-term missing individuals.

Over three months, the initiative leveraged GTR’s WiFi networks, reaching 3 million customers.

The project scope was then expanded with the support of the GTR Communications Team who helped develop the marketing campaigns at Blackfriars and East Croydon stations, as well as online campaigns through the GTR ticketing portal.

Evidence of positive impacts

These campaigns led to tangible results including:

  • 78% increase in website visits
  • An estimated £2,364,641 in social value.

“Our collaborative campaign with our brilliant partner GTR was both innovative and highly impactful.” Paul Joseph, Head of Helpline at Missing People

Lasting results

As we launch the third funding round in 2025, we are inspired by the creativity and commitment local charities and groups demonstrate in their applications. With £1.2 million invested to date and 889 applications received, the fund continues to spark meaningful change in the communities we serve.

*Social value estimations calculated using the RSSB’s Social Value Toolkit.

Women in rail  

We recognise rail is a traditionally male-dominated industry, and we’re working hard to increase the number of women within our rail operations, while ensuring our workplace and facilities support female employees.

Establishing GTR’s Women’s Network Group

Our rail operator Govia Thameslink Railway (GTR) established an internal women’s network on International Women’s Day 2021.Open to all employees, the Gender Equality Movement currently has over 300 members and is focused on increasing opportunities for women through multiple programmes such as mentoring, talent attraction and education.

Over the last few years GTR has seen a steady increase in the number of women new starts. This has encouraged further initiatives, with GTR introducing two new apprenticeships focused on female leadership.

Spotlight on the Career Returners Programme

GTR first partnered with the UK consulting, coaching, and networking organisation ‘Career Returners’ in 2022 to help women who have taken a career break get back into employment.

“We’re passionate about having a diverse workforce and constantly challenge ourselves to look at new ways to attract talent.” Zoey Hudson, Head of Talent, Diversity and Inclusion at GTR

Successful candidates benefit from a formal training programme, which includes a Level 3 apprenticeship. Tailored career coaching is also provided from Career Returners, not only for the recruitment and onboarding process, but continues three months into the training programme.

Leigh Santamaria is an apprentice trainee driver who joined GTR having answered a call for applicants via Career Returners.

“I was out of work for 10 years because I left my long-standing career as a legal PA to look after my daughter, who has significant learning difficulties. She is very vulnerable and will probably have to live with me for the rest of her life, so it felt right to pause my career and focus all my energy on her. While I was caring for my daughter, I studied accountancy and qualified in 2021, but after months of job applications I still hadn’t secured a job.” 

“Career Returners is a coaching and consulting programme targeted at people who have been on an extended career break and are looking for support back into work – it sounded perfect for the position I was in. I applied for the train driver role through the organisation’s website, and I’ve really benefitted from the Career Returners support sessions since I started with GTR.”

a woman in a vehicle a woman wearing a hat and grey shirt

Tracking women representation at GTR

We continually monitor gender representation and hold ourselves accountable as we work to attract, support, and retain more women in the rail industry.

GTR in 2024:

  • 20% of employees overall are women
  • 10% of train drivers are women
  • 4% of the engineering team are women
  • 26% of station staff are women
  • 20% of on-board staff are women

While progress is being made, we recognise that more needs to be done – both by us and the industry as a whole – to ensure these numbers continue to grow.

GTR’s first female CEO

In September 2023, GTR appointed its first female CEO, Angie Doll. Starting her railway career in 1999 as a station manager in Brighton, Angie has held a series of senior roles at Go-Ahead rail operating companies. Her leadership is not only a significant milestone for GTR but also a strong signal of our commitment to advancing gender equality and representation of women in senior management.

As GTR continues to pioneer initiatives for women, we aim to drive meaningful, lasting change that benefits both the rail industry and the people who work within it.

Delivering inclusive rail services  

We’re committed to making our rail services accessible for everyone.

To achieve this, we’ve implemented several initiatives across our rail operations to ensure that our services are as inclusive as possible and treat all of our customers with care.

Establishing an Access Advisory Panel

Go-Ahead’s Govia Thameslink Railway (GTR) established their Access Advisory Panel (AAP) in 2016.  Since then, the AAP has given a voice to disabled people on how to improve accessibility across the network. The panel includes 12 disabled people with lived experience of travelling by rail who share their views and propose practical ideas for improvements to senior leaders at GTR. It enables us to identify future opportunities to create a network on which everyone has the confidence to travel. As part of this, members of the GTR team travel regularly with individual AAP members to understand their experiences first hand.

“The Access Advisory Panel strives to do two things that are very close to my heart: it gives disability more visibility and centralised the lived experiences of passengers and people with disabilities…the focus goes beyond tokenism and achieves sustained solutions. I’m beyond grateful to the AAP for helping me learn about other disabilities, as well as teaching me more about my own!” Fiona, GTR AAP member

Our AAP are respected and valued at every level of the organisation. We consult the AAP early in change and communication campaigns, taking feedback into consideration. The AAP’s role has included:

  • Overseeing and approving the design of accessibility training for 7,500 staff.
  • Shaping new inclusive communication guidelines to ensure all campaigns are inclusive (images, format and language).
  • Improving the GTR website to ensure equal access to information.
  • Designing and launching new ‘easy’ travel guides including videos.
  • Implementation of the Aira App for blind and partially sighted people.
  • Innovative trials and individual station-level improvements.
  • Input to proposed solutions for government/industry reform.
  • Providing input into Department for Transport Accessible Design Standards for stations.

As trust in our commitment has built, the AAP have become more involved in communication and marketing campaigns, both internal and external, for GTR and the Rail Delivery Group.  The AAP and its members are an invaluable resource, they work to ensure that our rail services are inclusive and accessible to all.

Building trust in train travel with ‘Try a Train’ events  

GTR’s ‘Try a Train’ events provide an opportunity for those who lack confidence travelling by train to visit train stations and to experience a train journey.

At a glance:

110 events for groups | 6 events for individuals | 250+ people benefited

A typical ‘Try a Train’ event consists of an introduction to the station layout, onward travel, and various station facilities, an overview of ticketing options and sources of information, a meet with the local Station Manager and station teams, and a chance to sample a train journey to a relevant destination.

Each event is assessed afterwards so we can continually improve how they are run.

“I think it is fantastic to provide an opportunity to support individuals to access the train service in their local area.” Try a Train participant, September 2024

To help promote these events, our accessibility team partnered with Cambridgeshire County Council to create a video showing the support available for people.

Improving access with technology

GTR embraces new technology to give customers tailored support.

Aira app

The Aira app is designed to support blind and partially sighted people to experience a smooth customer journey. The app is now available at all GTR managed stations following a successful trial during 2023/24.

The app connects customers with a remote advisor who helps guide them through the station and find a member of staff.

The use of the app was welcomed by respected advocates such as Thomas Pocklington Trust and the Sight Loss Council volunteers.

London Sight Loss Council member and volunteer Vidya Nathan, whose vision is extremely restricted, said: “It is so important to make transport accessible for our blind and partially sighted community as we are heavily reliant on public transport for our daily life. It enables us to be more confident, safe, active and independent.”

SignLive App

SignLive is an app designed to support customers who are deaf or have hearing loss by connecting them with British Sign Language (BSL) interpreters who help customers communicating with our colleagues.

Making Rail Accessible videos

We also have assisted travel pages on Southern, Thamselink, Great Northen and Gatwick Express websites which includes videos, which include captions and BSL, to highlight how we make rail accessible at all stages of the journey including – ‘Planning your journey’, ‘What’s available at the station’, ‘Getting on board’ and ‘Arriving at your destination’