Govia: enhancing reputation through a compelling magazine

The challenge

Govia Thameslink Programme (GTR) is a division of Govia, one of the UK’s largest train operators covering Great Northern, Gatwick Express, Southern and Thameslink.

Recent challenges, including industrial disputes with rail workers’ unions over changes to train staff, meant honest, open communication with customers was more important than ever.

Connections is produced as part of GTR’s franchise agreement with the Department for Transport, but the report needed to be a more engaging source of information and insight for passengers and stakeholders.

Our solution

We blended dry, compulsory operational performance data with a more journalistic approach, including news, features and imagery to showcase GTR’s progress and the positive difference that employees are making for passengers.

We updated the design and kept language straightforward for the customer audience, making important performance information more interesting and digestible.

The impact

Connections is now a magazine connecting with customers and enhancing reputation. GTR staff feedback suggests it is achieving its objectives with a warmer tone, ease of reading and providing relevant, up-to-date information.

Our client was also impressed by how we illustrated business achievements through a dynamic infographic, which then provided a great visual tool for a session in Parliament.

A Government employee feedback to say: “The look is great, it is clear and easy to read, information is to the point and admits when things may not be going to plan.”