Case study: Southeastern
Customer
G4S Security Services (UK)’s agreement with Southeastern commenced in May 2004. They are a major passenger train operating company, managing high volume services through mainline London stations and throughout Kent and the South East.Objective
South Eastern, like many other train operating companies, suffers from an element of ticket less travel. The problem is magnified at peak flow times when conductors either do not have time or physically cannot get through an individual train. South Eastern approached G4S to supplement the revenue protection strategy that is in place to address this issue and to boost customer compliance with the penalty fare scheme that is in operation over much of its network. G4S work with South Eastern to minimise the number of people arriving at their destination without a ticket. In order to achieve these objectives, the main qualifying criteria was that we were able to provide qualified staff at short notice and have the capability to respond to staff requirements changing weekly in support of Southeastern’s absence planning.As such, our key objectives were:
- To reduce ticket less travel at key locations
- To support Southeastern’s Revenue Protection Team
- To respond rapidly to changing manpower requirements
- To provide visible reassurance to customers
G4S Solution
Our rail specialists responded to this challenge by firstly undertaking thorough assessments of the problem areas, and then by providing gate line and ticket recognition training to staff. We also devised a strategy that enabled us to maintain a database of qualified staff who would be available at short notice, to guarantee fulfilment of the customer’s requirements.Initially 15 gate line officers were recruited and trained by the G4S rail training team who worked with Southeastern management and Revenue Protection Team. With continued training and deployment the team increased to 60+ officers and continues to grow today. Our specialist knowledge of staff recruitment in the London and South East areas has been a key factor in the success of this operation. All staff have been trained specifically to Southeastern requirements and hold appropriate gate line operator licences.
Results
Through close partnership with the customer, together we have successfully ensured that the network has sufficient numbers of staff strategically deployed to selected stations. As a result of the flexible service that we can offer, G4S now also provide staff for a number of other key projects that Southeastern are undertaking.Even with recent increases in passenger numbers, as a direct result of this initiative our customer has reported a significant reduction in ticketless travel, creating substantial revenue growth. As a further consequence of the measures now in place, Southeastern have also seen a reduction of crime and anti-social behaviour on their network. This result, along with the visible assurance that our officers provide, increases the feeling of safety for the travelling public.
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