Adding value for members

Maximising Value: RSSB's commitment to you

To maximise member value, we are enhancing RSSB's internal capabilities across five key areas. These are: Customer Experience, Digital Transformation, Financial Sustainability, Commercial Income, and Organisational Health. Together, these underpin our ability to deliver our best performance.

Specifically, we are strengthening organisational health through streamlined project management and engaged employees. This, combined with a website upgrade, data-driven insights, and financial sustainability initiatives, will drive a better service, faster product delivery, and increased value for our members.

Explore our plans for the year across these five critical areas.

Transforming your shopfront

Customer Experience and Digital Transformation

Our goal is to provide an exceptional experience for our members. To achieve this, we are integrating Customer Experience and Digital Transformation efforts, with a primary focus on our website, our 'shopfront’.

As the central hub for accessing RSSB tools and services, our shopfront is key to delivering our goal that every rail employee will be relying on an RSSB tool or service daily by 2030.

In 2025-26, we will upgrade our website to offer members a personalised experience with curated product and service selections tailored to their specific needs, while also providing valuable insights into product performance.

25/26 Commitments

Customer Experience

We will:
transform the user experience on our website with more personalised and engaging interactions. We will modernise the design and functionality so that awareness and access to our services and resources is easier. This ensures our website adapts to members’ evolving needs and is a more efficient and enjoyable online experience.

Digital Transformation

We will:
measure customer usage and satisfaction across all our managed products so that we understand product performance better. These insights will inform product improvements as well as strategies to broaden adoption.

Securing value and driving growth

Financial Sustainability and Growth

While distinct, financial sustainability and growth are closely linked. Recognising this close relationship, we will continue to deliver value for all members through to 2029 in an evolving financial context.

25/26 Commitment

We will:

evolve RSSB's value for money by improving the efficiency of our activities. We will do this through the introduction of digital tools and enabling better use of resources to drive capability improvement.
fund the delivery of additional member-facing activity, including sustainability, by generating £4.7m in commercial contribution.
actively manage risk in a complex and rapidly changing environment.

Empowering people, driving success

Organisational Health

Our employees highly rate their experience of working with RSSB and our customers do too. We've taken a decision to align our stakeholder and employee engagement approach and will be implementing this change into 2025/26. We will continue to pursue our successful programme of dialogue with our members, to generate value and mutual benefits with them.

We’ve achieved a lot in the areas of equality, diversity, and inclusion and employee wellbeing, and our commitment in those areas remains unchanged. Our ambition is to continue to work towards Clear Company Platinum accreditation, having already achieved Silver and Gold. And an additional area of focus will be social value. As we support the industry in delivering and measuring social value, so we’ll be doing the same within the business. In 2025/26 we will increase employee take up of volunteering opportunities.

25/26 Commitment

We will introduce a new project management and resourcing tool, allowing us to deliver and evolve new and existing products and services to our members at pace, to a high quality and in the most cost effective way.