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Case Studies

North Star expertise has redefined and reshaped the workforce for a number of diverse operators and franchise bids, reflecting the 

North Star expertise has redefined and reshaped the workforce for a number of diverse operators and franchise bids, reflecting the evolving nature of railway operations. Our workforce optimisation modelling has delivered a significant opportunity, up to 25% potential headcount savings; as well as defining a refreshed customer service proposition through allocation of staff to customer touchpoints supporting the delivery of an improved railway.


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North Star were engaged to create a 10-year customer vision for DLRL. In 2015, we supplied a specialist team to conduct detailed analysis of current and proposed plans for enhancing customer experience at DLR. After establishing gaps, the team made a number of proposals including modal integration, interfaces and connectivity, passenger communication, customer service and station design and layout.

Birmingham Airport commissioned North Star to review the mode share performance of rail services for airport access and consider whether factors such as marketing and awareness are actually more important than speed, reliability and cost.This is in light of the conclusions of North Star's annual Global Air-Rail Market Share report, which has shown that a tactical level, marketing and awareness (or lack of) can cause significant shifts in rail market share. Birmingham Airport commissioned this report as a bespoke study of rail access perfor­mance to the airport.

Transport Scotland provided the legal framework and funding (to target price) for the reopening of a railway closed in 1968. They sought the innovative skills of consortia to provide a solution that achieved strict target costs for both construction and operation. One of the consortia, BAM, engaged Atkins (supported by North Star) to provide specialist railway design consultancy for construction and operational advice for the O&M phase of the project. This was in the form of a 30 year concession to operate and maintain a railway that linked to the national railway network whereby existing services would be guaranteed to run over the concession railway with access charges being paid to the concessionaire.

Latest News
In August 2018 we were delighted to officially launch North Star Australia! During an evening event held at the iconic Opera Bar in the Sydney Opera House, North Star welcomed many of our partners and industry colleagues, old and new. Read more...