Like many frontline organizations, Go North West faced difficulties in digitalizing its processes and communications. To begin with, internal communications were split across emails, depot noticeboards, mail to drivers' home addresses and unregulated social media platforms. With so many operational processes based on paper, Go North West faced inefficiency and high levels of non-adherence.
An additional challenge came when the organization attempted to introduce digital tools such as third-party scheduling. The team hit a roadblock because only supervisors were able to access the system, forcing them to relay schedule information to drivers through daily print-outs and phonecalls.
The team wanted a smarter approach to digital transformation in order to deliver cost savings and better employee experiences, a need exacerbated when the COVID-19 pandemic hit and increased the need to deliver essential updates across the organization and upgrade operational processes.