Berkley Square House, Mayfair W1J

Towers Business Park, Manchester M20

Public Transport Company

Case Study

About the company

The client is a leading public transport company that operates bus, coach, and train services across various regions. With a strong presence in the transportation industry, the company is committed to providing reliable and efficient travel solutions to millions of passengers. The company’s extensive network and commitment to customer satisfaction have established it as a trusted provider of public transportation services.

Agile transformation

Software development strategy

Leadership strategy




Public transport

How we helped:

The challenge

The client faced a significant challenge in modernising its ticketing system management team. The team responsible for managing the entire company’s ticketing system was experiencing several issues that impeded their efficiency and effectiveness. These challenges included low velocity, sub-standard quality management, and the complexity of managing a blend of internal and external team members. These factors made it difficult to ensure consistent performance and maintain a high-quality output.

The team’s low velocity resulted in delays and inefficiencies in delivering essential updates and improvements to the ticketing system. This hindered the company’s ability to adapt quickly to customer demands and market changes. Moreover, the sub-standard quality management practices impacted the reliability and user experience of the ticketing system, leading to customer dissatisfaction and potential revenue loss.

The Solution

To address these challenges, we partnered with the client, taking on the role of delivery manager and assumed line management responsibility for the ticketing system management team. The primary objective was to help the team modernise their practices, establish robust quality assurance processes, and drive improvements in velocity and output consistency.

We worked closely with the team, providing guidance, leadership, and support throughout the transformation process. They focused on upskilling the team members, ensuring they had the necessary knowledge and tools to deliver the company’s vision and mission through a state-of-the-art ticketing system.

To address the quality management issues, our consultants implemented a comprehensive quality assurance framework. They assessed the existing processes and identified areas for improvement. The team worked collaboratively with internal teams and third party vendors to establish quality checkpoints, implement thorough testing procedures, and improve defect detection and resolution.

Furthermore, we helped streamline the team’s workflow and increase velocity by introducing agile methodologies and practices. They facilitated effective communication and collaboration within the team and implemented agile ceremonies such as daily stand-ups, sprint planning, and retrospectives. These practices fostered a culture of transparency, accountability, and continuous improvement, enabling the team to work more efficiently and deliver value at a faster pace.

Throughout the engagement, we actively supported the team’s professional development, providing training, coaching, and mentoring. They ensured that the team had the necessary skills and expertise to excel in their roles and contribute to the company’s success.

The outcome of this collaboration was a transformed ticketing system management team at the client. Under our guidance the technical and delivery leadership, the team experienced increased velocity, delivering updates and improvements more efficiently. The implementation of quality assurance practices resulted in enhanced reliability and user experience of the ticketing system, leading to improved customer satisfaction. Additionally, the team’s adoption of agile methodologies and practices fostered a more collaborative and productive working environment. Through their expertise and support, we helped the client achieve its vision of a state-of-the-art ticketing system and ensured the company’s continued success in the public transportation industry.

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