Skip to main content Site map


Merseyrail Case Study: Employee Engagement with a Personal Touch

Engagement | Resource

Posted on: Thursday January 25, 2018

Hapi, the Next Stop on Merseyrail's Engagement Journey

The Challenge

Merseyrail have always been very focused on providing a good benefits package to their staff. However, in order to keep up with the new benefits being offered they had a number of different platforms scattered across several providers which had to be accessed individually.
This created a problem for employees, as they were often unable to find the benefits they desired, and frequently logged on to the wrong systems. Additionally, much of the information for their benefits was communicated via paper booklets, and being an environmentally conscious company, this was something that Merseyrail wanted to change.
As 40% of their staff are hopping on and off trains during the working day, being connected to the platform while on the move was essential – both in terms of access to benefits and for Merseyrail’s broader internal communications.
The idea was to utilise a single platform, that still managed to offer the same diverse range of benefits, with the added bonus of acting as an integrated internal communications tool.

The Solution

Personal Group helped Merseyrail develop a mobile app that functions as an online benefits portal, complete with single sign on to their other systems, and employee communications channel. This incorporated both the employee benefits and rewards and recognition systems into one platform.
Information about the platform was communicated to staff in a diverse range of methods; Face to Face, e-shots, intranet articles and via team meetings. By combining human interaction and electronic communication, Personal Group was able to cut down the use of paper within the company. Personal Group also sent engagement teams down to Merseyrail’s different sites to help staff get to grips with the new system, including one to one assistance.

The Personal Touch

Personal Group’s assistance was invaluable for those staff members who were not particularly technologically savvy. Employee Engagement Executives were available on site to assist each member of staff through their one to one sessions, guiding employees through the registration process and helping improve their technical know-how. The Engagement Executives also walked staff through the new Merseyrail employee website and app to make sure everything was clear.


The new platform has been huge success and Merseyrail are still building on the forward momentum. Benefits have seen a big increase in participation, with the mobile app increasing usage and sign up by 100%. Not only are they seeing more downloads of app than ever before, but benefits take-up has also risen over 200% since the system has been implemented.
This increase in benefits usage has also had a knock-on effect on broader employee engagement, with the latest engagement survey being the best they’ve ever had. 68% of staff stated that for the work they do their pay and benefits are appropriate, an increase of 9% from the previous year.

Discover more companies improving their workforce benefits with Personal Group on our case studies page. 


Student loan repayments – what’s the impact on your workforce and what can employers do to support those impacted by the cost of attending university?

We spoke with two of our HR experts at opposite ends of the generational spectrum: Innecto Reward Consultant Spencer Hughes, 27, who graduated from Swansea University in 2018 with a degree in Geography and Geoinformatics, and PG Business Development Director Andrew Walker, 59, who studied Modern Languages and linguistics at Aston University before student loans were introduced.

Posted on: 16 May 2024 by Andrew Walker, New Business Development Director, Spencer Hughes, Reward Consultant

Gearing up to combat the working-age health crisis

A recent BBC article entitled Why are we so ill? The working age health crisis, warns about the number of people being driven out of jobs because of ill health and refers to ‘one-fifth’ of the UK’s working age population living with a 'work-limiting condition'. This is a growing and serious issue that companies need to address to better understand and manage. 

Posted on: 3 May 2024 by Sarah Lardner, Director of Business Innovation

Seven ways to ensure your benefits technology is accessible to deskless workers

Our army of deskless workers need easy access to the benefits and products that matter to them the most. A drive for relevance, personalisation and speed should be at the heart of every effort we make to support them.

Posted on: 16 April 2024 by Andrew Walker, New Business Development Director

Speak to our experts about how Hapi can help drive employee value for your business.