UK: Inter-city train operator Avanti West Coast has worked with idea management software company Sideways 6 on an ’Ignite a Change’ initiative to capture and develop staff suggestions to improve the business and customer experience.
Employees can share proposals to address a specific business challenge using an online platform. This is accessed on the web or via an app. This is integrated with tools already used by Avanti West Coast staff.
The software puts together similar ideas and suggests related topics to help employees collaborate and refine submissions. It also automates the process of capturing, reviewing and acting on suggestions. It is available to all employees, and itiis designed to bring more people into the process by giving them the opportunity to view, comment or engage with suggestions.
Proposals that will be implemented include giving staff the ability to apologise and resolve customer problems on the spot, as well as improving onboard announcements.
‘Our people have amazing ideas to improve how we deliver our service. Ignite a Change is about helping our staff to make those happen’, said Anita Brown, Head of Innovation & Engagement at Avanti West Coast. ‘We’ve created a simple, user-friendly platform where anyone can quickly share their suggestions. By harnessing the ideas of our staff in this way, we can make a significant and far-reaching impact on the customer experience across the West Coast and beyond.’