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What We Do:

  • Rail Strategic Advice

Strategic advice of railway industry development including organisational analysis and process development, organisational structuring and strategic enablers to sustain performance, growth and development of the company.

  • Proposal Management and Specialist Input

Proposal management and specialist input for rail franchises, operations and maintenance contracts and shadow operations contracts. Innovative approaches to service delivery and operational efficiencies with a high degree of focus on stakeholder and customer satisfaction.

  • Service Start Up

Operational support to the start-up of rail services with the overall objective of ensuring that the service opens on time. This includes developing strategy, production of operating and customer service procedures; the planning and roll-out of tests and trials. Verification and validation exercises that lead to approval to operate. 

  • Customer Service/Experience

Significant experience in understanding and defining the customer experience and delivering a compelling offer for customers. Extensive experience in developing appropriate solutions based on analysis and modelling for ticket retailing, and revenue protection in operational and bidding environments on closed and open systems. Training delivery to improve staff attitudes and helpfulness, manifested through better passenger information.

  • Managing Disruption

Model development for disruption management aimed at easing the impact of service disruption from both operational and customer perspective, ensuring the workforce is working to one objective and managing disruption effectively through clearly defined roles and training to provide the clearest possible customer information.

  • Major Events

Resource planning, performance improvement, contingency and crisis management planning, improving customer information strategies. Experience includes the preparation for the 2012 London Olympic and Paralympic games.

  • Air-Rail Links

Experience in specifying, planning, project managing and implementing successful and profitable air-rail links. Using bespoke methodologies, we ensure each air-rail link meets the needs of the market, operates to excellent levels of reliability and delivers world-class 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