Two London Midland managers have flown to the USA to help a commuter rail network in the Boston area.
Over the past month Boston has been experiencing record breaking low temperatures and snowfall (-17°C and over 2 metres of snow). These severe weather conditions have resulted in huge challenges for the Keolis Commuter Services (KCS) team.
In response to the extreme operating conditions Keolis, which owns 35% of London Midland, has called upon the expertise of its staff from around the world to support its recovery plans. Sean McBroom, general manager for West Coast Services and Mark Goodall, head of Cross City services answered the call for London Midland.
Within 48 hours the two senior managers found themselves in Massachusetts helping their sister company. They are using their skills to ensure that robust customer information systems are put in place while supporting the expansion of the call centre and stations team.
Alistair Gordon, CEO of Keolis UK said: “I would like to thank Mark and Sean for agreeing at short notice to travel to Boston and share their UK railway experience to help in such difficult circumstances. We have assembled an international team to support KCS, with one objective in mind, which is to get a reliable service in place for our customers in Boston.”
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Since 2007, London Midland has been providing train services to and from London in the south, to Birmingham in the Midlands and Liverpool in the north-west. Over 60 million passenger journeys a year are made using on the network and London Midland manage 148 stations and operate
over 1,300 services a day.
London Midland is owned by Govia, the partnership between the Go-Ahead Group and Keolis. Govia
is the UK’s busiest rail operator, responsible for nearly 30 per cent of UK passenger rail journeys through its three rail companies, Southern (which includes Gatwick Express services), Southeastern and London Midland. Further information on Govia is available at www.govia.info
London Midland has won a range of awards, including Best Local Transport Integration, four Rail Business Awards for marketing, public relations and customer information, five Golden Spanner Awards for Engineering, three IOIC awards for internal communication and three Railstaff Awards for Outstanding Customer Service, Lifesaving and Charity Work.
In 2013 London Midland was awarded the Investors in People (IiP) Silver Award and been awarded the 5 Star award by the European Foundation for Quality Management (EFQM) in 2012.