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MTR Elizabeth line (MTREL)

A behavioural framework for organisational culture change

MTR Elizabeth line (MTREL) is responsible for operating the future Elizabeth line. To help it evolve as a business, MTREL wanted to shape a positive organisational culture that connected its achievements with an exciting future for colleagues, customers and communities. It was particularly keen to build on its existing purpose and values to bring them to life and engage colleagues across the business, especially those on the front line.

To achieve this, we delivered a range of activities, including: revising and re-articulating MTREL’s values; developing an underlying cultural and behavioural framework to make the values more actionable; revisiting MTREL’s purpose to ensure it was aligned with the framework; and embedding the values and behaviours through a series of communication and engagement initiatives.

We also helped MTREL realign its employee recognition strategy with its values and behaviours. This included exploring how its award ceremonies, company events, and online benefits platform could be reshaped to fit the strategy, and creating a new recognition umbrella brand ‘Celebrating You’.
The strategy has introduced a consistent and more engaging approach to recognising individuals and teams who have demonstrated MTREL’s values in an outstanding way.

This ongoing culture programme is already helping the organisation to embed the refreshed values and behaviours, and shape a collaborative culture that can support MTR Elizabeth line to truly live its purpose in transforming rail travel in London, proud of its unique contribution to keeping the city moving.