London Underground improves staff morale with new entertainment systems

Customer challenge

To maintain its reputation as a world-class train network, London Underground has embarked upon an ongoing transformation project. In addition to improving services to customers, the programme includes enhancing staff facilities. The purpose-built canteens on the Jubilee line serve up to 300 staff a day, so the company was keen to ensure these communal areas were fully equipped to meet employee needs.

Computacenter solution

To enhance the ambience of the canteens, London Underground turned to Computacenter to help it replace its existing television sets with 16 larger LCD flat screens. With the World Cup approaching, the company was keen to ensure the new entertainment facilities were in place in time to enable employees to watch the matches in comfort during their breaks.

Results

By partnering with Computacenter, London Underground was able to ensure that the installations were completed on time and with minimum disruption. The new screens have been well received by staff, and the ability to watch the World Cup in comfort has enhanced employee morale. The screens also have a number of secondary benefits, such as taking up less space than the previous television sets, and reducing health and safety risks.

Download case study

Customer profile

Managing London's Tube network
London Underground Limited was formed in 1985, but its history dates back to 1863 when the first world underground railway opened in the capital. Today London Underground is a major business, with more than three million passenger journeys being made a day, around 500 peak trains, more than 250 stations and vast engineering assets.

Keeping its trains running on time is a significant challenge for the company. Yet despite a steady rise in the volume of Tube services, customer satisfaction levels have also increased. The company's efforts have also been recognised within the industry, with the London Underground named Train Operator of the Year in the 2006 HSBC Rail Business Awards.

Business challenge

Enhancing employee well-being
To help meet its objective of providing a world-class Tube service, London Underground is undergoing a massive transformation, which includes refurbishing nearly all its stations and renewing a third of its tracks as well as new trains and signalling systems.

This overhaul, however, extends well beyond just physical London Underground assets. As Martin Penney, Service Improvement Manager for JNP, the infrastructure company responsible for Jubilee, Northern and Piccadilly lines, explains: "One of the company's ongoing objectives is to enhance staff facilities and the ambience of communal areas, which can in turn help to boost morale and productivity." This commitment has resulted in the creation of purpose-built staff rest areas, and improved décor and furniture.

Each underground line has its own facilities, which are used by train drivers, ticket office workers and other Transport for London staff. Up to 300 London Underground employees pass through the eight canteens and rest areas located across the entire length of the Jubilee line every day.

To help improve the canteens, London Underground decided to replace the existing televisions with larger LCD flat screens. "It is important for the well-being of staff that communal areas are comfortable and well-equipped," adds Martin.

Computacenter solution

State-of-the-art entertainment system
With the World Cup just four weeks away, London Underground's plans for the staff canteens on the Jubilee line became a pressing issue. As Martin explains: "We wanted to provide areas where large numbers of staff could watch World Cup matches. It was important we had the right entertainment facilities so staff could enjoy the matches in comfort."

As a result, London Underground called on the services of Computacenter's audio-visual Solutions Unit. "I'd worked with Computacenter for a number of years, and knew from experience that it would do its best to ensure the project was delivered on time and in a cost-effective manner," comments Martin.

Within days of the project being approved, Computacenter engineers arrived to survey the sites, and recommend the best installation strategy and audio-visual technology to meet London Underground's needs. "We knew we could trust Computacenter to provide sensible and appropriate advice," comments Martin.

As a result, London Underground decided to replace its existing televisions – some of which were only 14-inch – with 16 Sony and Samsung LCD flat screens of up to 40-inches. In addition to procuring the new technology within the tight deadline, Computacenter also had to face the logistical challenge of delivering the equipment.

"Central stations, such as Westminster, have no car parking in the vicinity, and the team had to carry the large screens through the public areas of the station to reach the canteen," explains Martin. Despite this, the new audio-visual equipment was delivered with minimum disruption and quickly installed on-site. "The whole process was very smooth, and carefully managed by Computacenter so as not to disturb services or staff," adds Martin.

Results

Increasing staff morale
Since being implemented in 2006, the new audio-visual technology has proved very popular with staff. "The screens make a great addition to the general atmosphere of the canteens, and look impressive," comments Martin. "Computacenter's involvement in the project not only helped to minimise implementation risks but also ensured that we met our deadline."

By working with Computacenter's audio-visual experts to purchase and install the equipment, London Underground was able to:

Improve staff morale: By providing employees with the facilities to watch World Cup matches in comfort, London Underground was able to boost staff satisfaction levels.

Enhance health and safety: As well as taking up less space than the previous televisions, the new screens do not require wall brackets, which simplifies operation and reduces health and safety risks.

Meet its tight schedule: Working with Computacenter meant that London Underground was able to ensure the project was completed in time for the World Cup.

"By working with Computacenter, we were able to source cost-effective and high-quality audio-visual services and products," comments Martin.

Thanks to the success of the implementation, Computacenter is now involved in a joint project with London Underground's internal IT provider to equip depots with a system of network-linked smartboards to facilitate meetings and enhance communications.