at Anglia Railways now have the ear of the firm’s managing director through an
innovative telephone system which enables them to raise concerns, offer ideas
or air grievances.
rail operator’s 900 staff have direct access to the company’s MD Tim Clarke
through the ‘In Touch’ system.
can leave their name and request a personal reply or record a message
anonymously, in which case the MD will release a general company response
across the network.
scheme has been running for six months and HR director Steven Taylor claims it
has improved communications, staff morale and the way the firm does business.
said the scheme had also generated a range of business ideas from staff on how
customer services can be improved.
said the system was introduced to improve communication, which was difficult
because staff were widely dispersed, constantly on the move and working a
variety of shifts.