1. Sustaining engagement during and after major change Rachel Allen Head of Communications London Overground Rail Operations Ltd LOROL @rachallen We will transform our railway, connecting communities across London

2. This is us We will transform our railway, connecting communities across London

3. What we’re going to look at Background and the way things were Steps towards engagement Keeping on track We will transform our railway, connecting communities across London

4. Silverlink Metro franchise ended. London Overground Rail Operations Ltd (LOROL) created 11.11.2007 LOROL owned 50:50 by Deutsche Bahn and MTR and given seven year contract (concession) with Transport for London LOROL had 562 employees and was put in charge of managing “the forgotten railway” In the beginning...

5. 2007 2008 2009/10 562 770 1100 employees employees employees The pace of change: November 2007 to late Summer 2009 We will transform our railway, connecting communities across London New stationsNew trains New routes to learn New roles New track New equipment New training courses New colleagues Merge of cultures: Silverlink, Southern, MPM, Chiltern and Alstom

6. The master plan... We will transform our railway, connecting communities across London No communications resource or strategy.

7. Communication at LOROL (until 2009) Ad-hoc No strategy No resource / team Annual HR employee surveys “Enthusiastic amateurs” No brand guidelines We will transform our railway, connecting communities across London Exchange, team brief, coffee and cakes Managers unsure of comms role Employees say comms biggest area of concern

8. A snapshot of the future: 2010-2012 We will transform our railway, connecting communities across London

9. London transport We will transform our railway, connecting communities across London

10. Where do we fit in? We will transform our railway, connecting communities across London

11. The future We will transform our railway, connecting communities across London

12. Getting to the future: East London Line We will transform our railway, connecting communities across London £1.4bn East London Line extension connecting north east & south east London £260 million investment in brand new fast, frequent air conditioned trains with high safety and security standards Shoreditch High Street station has 42 % of jobs in the City within a 15 min walk. Manned stations and you can use your Oyster card New stations: Dalston Junction, Haggerston, Hoxton and Shoreditch High Street.

13. Role of communications We will transform our railway, connecting communities across London 1. Helping employees understand business context for change 2. Overcoming resistance to time-honoured practices 3. Encouraging employees to contribute to decision making 4. Communicating with a dispersed workforce, many without computer access or regular face- to-face time with their managers

14. Also known as… WHY Taking a step back before moving forwards Creating the story of the company and where the East London Line fits Showing the vision of the future and ‘your piece of the jigsaw’ Team brief, Q&A, Safety Training Update Day (STUD) briefings. 1. Helping employees understand the business context for change so they can embrace it We will transform our railway, connecting communities across London

15. 1. Helping employees understand the business context for change so they can embrace it “Where do I fit in?”

16. 2. Overcoming resistance to time-honoured practices Long serving employees were feeling negative No two-way feedback opportunities No cross-functional working We will transform our railway, connecting communities across London

17. 3. Encouraging employees to contribute to decision making We will transform our railway, connecting communities across London

18. 3. Encouraging employees to contribute to decision making – owning the process

19. 4. Communicating with a dispersed workforce Family fun dayPrinted communication From dream to reality

20. Signs of success / measurement Long Service evening well attended It’s still early days We will transform our railway, connecting communities across London

21. What our employees think We will transform our railway, connecting communities across London Employee Survey Question200820092010 I consider LOROL protects my welfare at work 57.9%78.0%88.8% My job provides me work that gives me a sense of achievement 68.0%82.8%87.8% I am motivated to do a good job 59.7%75.2%84.9% My job provides a friendly working atmosphere 84.8%88.6%93% I am optimistic about my future with LOROL 60.5%78.4%88.8% I am happy in my current job 62.6%83.2%89.5% I support LOROL's aim "We will transform our railway connecting communities across London.“ New91.7%96.8% I can contribute to this aim New90.2%96%

22. However... 35.9% feel there is poor co-operation between departments 31.9% feel there is poor top-down communication 31.4% of employees think that senior management do not come into contact with them or their colleagues sufficiently. We will transform our railway, connecting communities across London

23. On the right track? 25.8% more employees agree they are well informed about what’s happening in LOROL

24. Any questions? @rachallen www.rachallen.com rachel.allen@lorol.co.uk linkedin.com/in/rachelallen1 We will transform our railway, connecting communities across London