How TfL and the UK Government are Using Service Design to Stay Future Fit

Trying to keep up with digital and technological advances and changing customer expectations is a mammoth undertaking for large organisations like Transport for London (TfL) and the UK government, which with millions of customers and billions of journeys and enquiries are now turning to service design to ensure they stay future fit in a changing society.

With 29,000 employees and millions of tube and bus journeys per week, TfL recognised that it needed to apply new thinking to how it attracts and retains talent in the age of a changing work force that expects more from organisations and is now coping with growing numbers of customers.

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