Network Rail Customer & Stakeholder Relationship

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Project Outline

The Network Rail Executive Leadership Team sought assurance and evidence of processes against sixteen key business topics through the GRAI programme — Governance, Risk, Assurance, and Improvement.

The Customer and Stakeholder Relationship project was tasked with developing and deploying six steps, supported by straightforward processes and templates, to help support local governance and deliver national KPIs for the Executive Leadership Team. Customer and Stakeholder Relationships are now a key requirement under Network Rail’s operating licence with the Office of Rail and Road.

Key statistics

Project Customer & Stakeholder Relationship (Governance, Risk, Assurance, Improvement)
Client Network Rail
Services Project Management
Duration August 2021 - April 2022

Tanya has done a great job to date working on CSR GRAI. She has a strong work ethic backed up by forward thinking and diligence to achieve desired outcomes by agreed dates. She is very good at understanding the issues involved and building key relationships that deliver win-win outputs for all involved and these relationships are supported by her excellent tone, attitude, and behaviours.

Norrie Courts

Stations Director and Customer & Stakeholder Relationship CPO, Network Rail

Our Service

Mercury3 Consult provided Project Management services, focusing on adaptable and sustainable processes. To demonstrate the development and deployment of six processes within Customer and Stakeholder Relationship Management, project and engagement plans were created. Continual engagement with all five Regions (North West & Central, Scotland’s Railway, Eastern, Southern, and Wales & Western) and various functions at Network Rail was key to highlighting the importance of good processes within any successful business.  

During these engagements, regional leads provided examples of process control to share best practices. Mercury3 Consult collaborated with the Institute of Customer Service, a new membership for Network Rail, to introduce successful customer and stakeholder management processes and practices across the business. They also ensured that the current Customer Relationship Management (CRM) initiatives across the network were identified, understood, and supported the development of a strategy to provide guidance and requirements for future CRM software investment decisions. Throughout the project, Mercury3 Consult worked closely with the Office of Rail and Road planning and regulation team to promote the project and provide assurance on how Network Rail aims to improve Customer and Stakeholder Relationship management under the new operating license. 

“Extremely efficient” is the phrase that comes to mind when I think about Tanya. I had the pleasure of working with Tanya on [this] project to improve customer and stakeholder relationship within Network Rail. Tanya [was] the Project Manager, while I was leading on strategy and staff engagement. I was impressed with Tanya’s ability to pull together a programme plan and cajole everyone to meet the project deliverables along with a great sense of humour. And I wouldn’t hesitate to recommend her.

Rachel Hughes

Engagement Lead for Customer & Stakeholder Relationship, Network Rail

Key Achievements

Six-step process for Customer and Stakeholder Relationship Management developed and deployed nationally.

Achieved the top position in the Maturity Self-Assessment leaderboard, for Governance, Risk, Assurance and Improvement due to the excellent engagement from Regions.

Through a bespoke approach for different Regions, successfully created working templates and established best practices and lessons learned at a national level.

Piloted a new Customer Relationship Management software, supported by Network Rail Functions.

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