Case Study: British Transport Police

Engage to Serve ‘Enhancing Communication and Quality of Interaction’


BTP launched their EBP patrol strategy force wide as the national “business as usual” deployment strategy, completing the roll-out for all locations nationally in September 2016.  

To achieve the major shift in strategy and culture, BTP needed to be innovative in their development of a comprehensive learning and development programme to equip all uniformed patrolling officers with the required knowledge and skills. BTP’s vision for the programme was to ensure all uniformed officers transitioned into expert patrollers and it would prove to be an undertaking of one of the biggest training programmes in BTP’s history. To this end, BTP decided to source external subject matter experts to independently assess the communication and problem solving development need and provide a tailored skills and knowledge programme to be undertaken by all BTP patrollers. 


Future Vision started this process with a ‘discovery week’. This involved spending time with a cross section of BTP police officers, operational leads, the project lead and programme sponsor, understanding the current situation, potential challenges and strategic objectives of Operation Trafalgar.  

Informal interviews and focus groups were organised across the divisions, as well as time spent on patrol at various locations throughout London observing a range of interactions. This ensured we gained an accurate picture of current performance across various teams and hubs. Our focus was on looking at interactions between the police and a range of stakeholders including; the travelling public, TFL and train operating company employees as well as their own peers and internal customers. Once the programme objectives and enabling outcomes had been agreed we set about the design phase of the programme, creating delegate workbooks and handouts as well as a trainer training pack for the internal training team who we would upskilling as a part of our partnership approach. We decided the programme would be highly practical, with a number of core tools and skills to develop, including empathy and rapport and what we describe as the brilliant basics of customer service. This would be underpinned by mindset development and improving peoples self awareness and emotional intelligence.  

The programme was initially rolled out by FV to the Sergeant and Inspector populations (200+), with the whole internal training team attending at least two sessions each so they could experience the training first hand before being trained to deliver it force wide to front line police officers and PCSOs.   

As the trainers developed their capabilities and confidence they started co delivering the programme with FV, before taking the lead with FV observing and supporting them where necessary. Each trainer was then provided with their own development plan to ensure trainers were able to achieve standard across a set timeframe. This programme has now been successfully rolled out force wide and is now included in the student officer induction programme. 

Key results

  • Decrease in crime.
  • Decrease in calls for service.
  • Increased passenger confidence.
  • Reduced complaints against BTP officers and staff for incivility and treatment.
  • Improved police officer and staff attitudes and behaviours towards the public, victims and witnesses.
  • Enhanced the communication and customer service skills of police officers and staff.
  • Enhanced leaders' understanding of best practice communication and customer service.
  • Equipped the internal training with the confidence and capability to deliver the programme force wide.

Client feedback

Exceptional results and better outcomes for society

abby harvey, btp project manager, operation trafalgar

What we know factually is the application of these skills and evidence based patrols are having a direct impact on crime. Whilst we have not had a complete year force wide since Operation Trafalgar was introduced, all the indications are that it has produced exceptional results. Across all major Hub stations, the monthly crime rate for 2015-16 is down 10% compared with 2014-15, with greater reductions on an individual station level such as London Euston: 25% reduction in crime.  

Fewer crimes mean fewer victims and better outcomes for BTP and the public. The passion that Tony and Glenn have shown and their dedication to the development and application of this programme have enabled better outcomes for society; something of great value that you simply cannot put a price on. Society benefits from Tony and Glenn’s delivery.