Case Study: Govia Thameslink Railway boosts customer service and staff visibility with Kallidus' One Step Ahead eLearning

GTR’s Journey to Better Customer Service Using eLearning and Games

Govia Thameslink Railway (GTR), the UK's largest rail franchise serving 273 million journeys a year across four brands, needed to transform frontline customer service as it rolled out a major timetable and infrastructure modernisation. With nearly 3,000 customer-facing staff dispersed across the network—many in remote locations and not used to online learning—GTR needed bite-sized, behaviour-focused training that could reach non-technical employees and drive consistent improvements in service.

Kallidus partnered with GTR to deliver a blended One Step Ahead programme: responsive, mobile-first e-learning and short video bites, classroom introductions, scenario-based storytelling with four animated passenger types, and a gamified Pit Stop Challenge to practise real-world interactions. Rolled out mid‑June 2019, the digital programme reached 60% of customer-facing staff to date, produced higher customer service scores (notably visibility and availability) and successfully established mobile learning among a previously non-tech audience.

Govia Thameslink Rail

Dante Frederick

Employee Engagement Specialist