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The challenge

We were commissioned by Network Rail to inform the public of proposed changes to the rail service by distributing leaflets on certain services in the South West and London. 

All the services affected  were very late at night and early in the morning so would require an out of hours operational  team to carry out the work.

The challenge
The challenge
The challenge

The solution

We carried out an in-depth planning session  and risk assessment with key members of staff and the on-site teams. There were robust procedures in place for all eventualities and the client was informed of Eleven’s operational and  safeguarding plan in advance of the activity.

Time was taken before the activity commenced to liaise with station staff to ensure they were aware of the proposed activity. This included details of the project objectives, a clear schedule of activity, clear instructions on what was to be carried out and a clear communications plan.

As the activity was to take place outside of normal working hours, there was a key member of the office-based team that was a designated out of hours contact for each shift, as well as an additional emergency contact.

Each day, the on-site teams would check in on the group WhatsApp chat and then check out at the end of each shift. This way we could ensure our staffs’ safety remotely.


We carried out an in-depth planning session  and risk assessment.

We carried out an in-depth planning session  and risk assessment.


We monitored our staffs’ safety remotely using a WhatsApp group chat.

We monitored our staffs’ safety remotely using a WhatsApp group chat.



The impact

The client was very happy with the outcome of the project – even when there were last minute  changes to the schedule, we still managed to  fulfil the activity.

We also provided photos of the teams in action and the trains with the  leaflets on.

 

The office-based staff provided a daily status report to run through the feedback  from the previous day’s leafleting and to report on any issues. 


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The on-site teams were praised by the  station staff for being polite, courteous and understanding when there were last minute changes to the timetabling that affected their ability to carry out the work. 

The teams worked with the station staff and Network Rail colleagues to carry out what was possible in the  changing circumstances, meaning that there was as little disruption as possible.

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