The RailStaff Awards 2024

Jerome Pacatte

Govia Thameslink Railway

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Nominations for Rail Team of the Year

Colin Ord

Said the following about Jerome Pacatte:

“I would like to nominate the Customer Service Team of the Thameslink & Great Northern brands of GTR headed up by Jerome Pacatte.

The team has achieved so much in the 18 months that it was formed as a cohesive whole and has flourished under Jerome's leadership.

At GTR our whole purpose has been to enable the Thameslink programme and Jerome's team has worked tirelessly to embed cultural change to support the eventual 24 Trains per Hour working through the central London Core. By creating and then living and breathing the new PitStop performance culture the team has created stations that are fit for high capacity metro operation.

Each manager and member of staff in the team lives and breathes the PitStop philosophy of Speed, Safety, Efficiency and Professionalism.

And this cultural change isn't just about getting ready for 24TPH and a new timetable, but also about operational performance now. Delays caused by stations in the Thameslink Core and at Luton, Bedford and St Albans have been cut by a third. Passenger Handling delays on the Northern City Line from Finsbury Park have almost been eliminated.

All of this set against a backdrop of improving the customer experience, with leading the way with GTR's internal service quality metrics, the team across Great Northern and Thameslink are seen as leading across all of the functions in the business with their managers supporting other functions to share improvements.

As if that wasn't enough, the team continue to look for ways to improve, looking at new ways of working to continuously drive performance.“