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What We Do:

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  • Rail Strategic Advice

Strategic advice for railway industry development including organisational analysis, process development, organisational structuring and the development of strategic enablers to boost growth and generate high performance.

  • Proposal Management and Specialist Input

Expert proposal management services and specialist input for rail franchises, operations and maintenance contracts and shadow operations tenders. Innovative approaches to enhancing service delivery and leveraging operational efficiencies, including a central focus on ensuring stakeholder and customer satisfaction at all levels.

  • Service Start Up

Operational expertise to support the start-up of new rail services, with a focus on ensuring the service launches on time and to the satisfaction of all stakeholders. This includes strategy development, the production of operational and customer service documentation, and the planning and execution of all verification and validation exercises prior to revenue service. 

  • Customer Service/Experience

Significant experience in understanding and shaping the customer experience to deliver outstanding service levels.  Extensive experience in developing solutions based on modelling and analysis for ticket retailing and revenue protection in both operational and bidding environments and for both open and closed systems. Experts in delivering training to boost staff helpfulness and ensure customers are provided with clear and accurate information at all times.

  • Managing Disruption

Development of bespoke models to provide clear processes for managing disruption across all organisational levels. Lessening the impact of disruption at both the operational and customer service level by defining clear roles and responsibilities for disruption management within the organisation. Design and delivery of specialist training courses that ensure the workforce is equipped to work safely and effectively towards a common goal.

  • Major Events

Full spectrum of event management support including resource planning, performance improvement planning, crisis management, contingency planning and strategies for improving customer information. Experience includes an award-winning commission preparing the London transport network for the 2012 Olympic and Paralympic Games.

  • Air-Rail Links

Experts in planning, project managing and implementing successful and profitable air-rail links. Bespoke methodologies and detailed research ensures that each air-rail link meets the needs of the market and operates to excellent levels of reliability to deliver industry-leading customer service.

Latest News

We are delighted to announce that Mike Bones has joined North Star after 20 years at Virgin Trains. Mike brings with him a wealth of rail experience gained over 30 years, mainly within the customer service and operations sectors, where he has held a number of senior management positions, including project management, specialising in stations. Read more