Our clients
National Express
In 2007, National Express was seeking closer integration across its diverse UK transport businesses, to help develop and build its reputation amongst stakeholders and customers as an ‘end-to-end’ travel company.
We were appointed to explore the approach to communication across the Group, assess the effectiveness of the current structure and systems in light of the desired ‘one company’ ethos and to make sustainable recommendations that would reflect and accommodate future change.
We developed a rigorous twin-track research process: interviewing senior managers to gain the business perspective followed by discussions with communication contacts in each business. We analysed strengths and weaknesses and developed a plan with different structural options to better support the Group.
Our concept of ‘dual citizenship’ – an approach to aid integration of Group requirements with individual business needs – was adopted and our structural plan was instrumental in a wider re-organisation of the UK business. We subsequently helped to develop protocols designed to stimulate closer co-operation and cohesion across the Group between communications professionals and operational colleagues. Our work was then extended to examine communication team role profiles for the ‘new’ organisation.