Case Study: Transport for London achieves world‑class customer service transformation and large‑scale reskilling with Kallidus

Digital Transformation for TfL

Kallidus partnered with Transport for London to support TfL’s Fit for the Future Stations programme, a three-year initiative to revamp station operations, customer service and workforce structure and to reskill over 5,000 employees and managers. TfL needed a learning partner that could drive genuine behaviour change across a diverse workforce, work reliably across devices with little or no internet (including underground) and future-proof content for ongoing updates.

Kallidus delivered a blended learning solution of immersive, media-rich e-learning, interactive gaming and experiential workshops, built in Storyline for easy in-house updates and designed for offline, any-device access. The programme saw rapid adoption (80% of learners on ticketing modules, 96% on customer service), measurable KPI gains (staff helpfulness rose from 92 to 97, staff presence in customer-facing areas doubled, six ticket halls transformed per week), clearer career pathways for supervisors and multiple industry awards, including the Princess Royal Training Award.

Transport For London

Alexandra Bode-Tunji

Programme Lead – Skills and Capabilities