Transport for London awards Atos six million contract

11 February 2015

Atos has won the bid to run the Primary Service Desk for Transport for London. The deal is worth up to £6 million and will run over a period of 3-4 years. Atos’ bid promises to provide a transformational way Transport for London provides Information Management services to its business and ultimately its customers.

Transport for London (TfL) is the main body overseeing public transportation issues in the greater London area. It runs the London Underground; it is responsible for a variety of surface transport, including the red buses; and co-ordinates with the operators that provide National Rail. It was set up in 2000 following Greater London Authority Act 1999.

It was recently announced that Atos has been awarded a 3-4 year contract to run TfL’s Primary Service Desk. The contract is reported to be worth up to £6 million with their services to begin in March 2015. In its role the consulting firm will move TfL toward a new Information Management service delivery model, a transition that will be implemented under a SIAM* model. Atos’ service desk will be able to manage cross tower issues and trends captured from multiple sources from across the organisation in real time; the service claiming to be able to “spot these trends emerging and quickly and proactively suggest solutions to improve the end user experience.”

Atos to run Primary Service Desk for TfL

Commenting on the contract, Steve Townsend, Chief Information Officer for TfL says: “Transport for London promised we were going to transform the way we provide our Information Management services to our business and ultimately our customers. Atos provided a compelling bid and their approach complemented our transformation plan, making them the ideal partner to help take our plans forward.” Gerry Sheridan, Head Public Sector: Systems Integration at Atos adds: “We are delighted to be joining the Transport for London Information Management team. We believe our appointment will bring considerable benefits to the TfL team by delivering new and better business-focussed service targets and measures that will provide significant savings in ICT spend.”

Related news
Atos is the second consulting firm to be awarded a contract by TfL in a short period of time. Recently, the organisation selected Arcadis and its subsidiaries EC Harris and Hyder Consulting for the first phase in the process of the development of the UK Crossrail 2 – the new high-frequency, high-capacity south-west to north-east rail line.

*Service integration and management (SIAM) is an approach to managing multiple suppliers of information technology services and integrating them to provide a single business-facing IT organisation.


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How data insights helped Network Rail improve the South-East route

11 April 2019

Amey Consulting has leveraged data insights to assist Network Rail with the improvement of its South-Eastern route. Using the Quartz tool, which monitors train movement, Network Rail will now be able to commit to data-enabled interventions to quickly improve underperforming train stations.

With rail services in the UK coming under strain from the demands of modern commuter life, while the infrastructure and service delivery of the nation’s railways has come in for sustained criticism in recent years, a period of regeneration is on the cards at last. Network Rail is the owner and infrastructure manager of most of the railway network in Great Britain, and has subsequently tapped the consulting industry on a regular basis to help find areas of improvement.

The group recently drafted in consultancy BearingPoint to conduct a thorough organisational evaluation and advise Network Rail (High Speed) on attaining a ‘fit for purpose’ organisational standard – for which the consultancy was nominated at the 2019 MCA Awards. Meanwhile, ArupArcadis and Aecom have been contracted to help Colas Rail and Babcock Rail implement a decade-long framework for Network Rail, aimed at supporting the delivery of the next generation of rail systems, with the contracts said to be worth as much as £5 billion

How data insights helped Network Rail improve the South-East route

As Network Rail further aims to improve its performance and customer service offering, another area it has sought help from the consulting sector for is its South-East route. The network of railways connects London with the southern parts of the country, as well as with Europe, making it the busiest in the country, with more than 500 million passenger journeys per year. This crucial expanse of rail was plagued with small minute delays, which were impacting millions of passengers every day, while reducing the efficiency and capacity of the overall network – something Amey Consulting was selected to help solve.

Amey Consulting soon determined that with the sub-threshold delays to services only lasting for 1 or 2 minutes, most were not the subject of detailed root cause analysis, and this made their corrections almost impossible – with dire consequences. Without addressing these delays, passenger satisfaction would fall, while the capacity and efficiency of the network would be reduced, stinging the income of Network Rail even before a host of delay-related fines would hit the company.

In order to help the client gain a better understanding of where, how, when and what these small delays occur, Amey Consulting looked to demonstrate the value of data-led consulting, with a significant reduction in delays within the first month of rolling out changes to key stations. The consultants embedded themselves in Network Rail’s team, helping them learn the key skills needed to support and apply data-driven solutions.

Agile transport

This involved the deployment of the Quartz tool. The system utilises to-the-second train movement data to present the performance of individual stations across the South-East route. It allows users to effortlessly understand station performance with a high level of detail, and use this information to identify losses caused by small-minute delays. The granular data allows for targeted actions to drive efficiency savings and performance improvements. More importantly, it allows users to understand the impact of small process changes on performance. 

Steve Dyke, an Executive Partner at Amey Consulting, said of the project, “We looked to identify the physical root cause on the infrastructure, building a case for change then managing that project implementation and tracking the benefit/value.  In doing so we are working to define a data performance improvement service to the operational and infrastructure owners.”

Just as important for the project as the technology, however, was teaching the Network Rail team how to leverage it after the consultants were gone. The Amey Consulting team worked to develop an agile working culture within Network Rail’s South-East division, helping staff to be confident in using data to improve the journeys of millions of people per year by attacking the problem from the ground up.

Dyke concluded, “This is less about the tools and about the approach to managing performance.  It meant using by-the-second analysis, data science, and then agile development to visualise and identify areas where improvements can be made.  We then worked with NR to change the way they approached the management of the infrastructure changes.  So rather than pass the information down the value chain, any of which could have been missed, we managed the change end-to-end.”

The project was so successful that Amey Consulting was also among those honoured at the recent MCA Awards. The firm scooped the Performance Improvement in the Public Sector prize for its work with Network Rail, at the 2019 ceremony in London.