Developing Exceptional People

Abellio Greater Anglia

​​In 2012 Abellio began operating the Abellio Greater Anglia (AGA) rail franchise. The franchise operates the overground rail network across the Greater Anglia area, mainly running from London’s Liverpool Street to Stratford, Stansted Airport, Cambridge, Norwich, Colchester, Ipswich and Southend. Carlisle has been the partner of choice since franchise commencement, providing revenue protection and customer services support to the GA team.


​​​Our objective was to provide a proactive, consistent and well-trained workforce whose values and goals were fully aligned with those of AGA. The franchise target was to reduce the levels of ticketless travel down from 9.9% to below 5% in its first 18 months. A challenge that Carlisle has fully embraced in partnership with the Abellio team.


​​As part of the strategy to reduce ticketless travel we deployed a multi layered revenue protection solution the most high profile investment of which was the creation of a team of 88 Making Travel Safe Officers (MTSOs) and TUPE transfer of 120 Gateline Personnel from 5 different agencies within a 6 week period (during Christmas). 

The solution has evolved and created a suite of service hybrids to complement the revenue protection strategy of AGA: 

  • Dedicated Making Travel Safe Officers 
  • Rail Safety Accredited Officers 
  • Push back teams for ticketless travel surveys 
  • Commission only teams 
  • Blockside and Events personnel 
  • Enforcement officers 
  • AVB teams 
  • Gateline personnel 
  • Customer service training and development for all frontline customer service staff 
  • Safety Stewards 
  • Rail Replacement Officers


​​​The AGA contract represents one of the largest scale complementary policing and byelaw enforcement solution in the UK, which resulted in the 100% increase in frontline resources within the first three months of service. 

We are proud of the depth of the spectrum of rail support services created to assist Abellio to deliver their incredible result of smashing their target to get ticketless travel below 4%. This multi-agency partnership working approach was a great success and demonstrates what can happen when a progressive train operating company can do when it meets a proactive and professional rail support services provider.


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