Transportation, Travel and Leisure
Navigating the Future of Mobility
Social, economic, and technology trends are disrupting the norms of mobility across transportation, which connects a vast ecosystem that spans sectors, business models, and industries. From smart cities to driverless vehicles, interconnected mobility brings challenges and new opportunities for transportation entities, manufacturers, suppliers, and their constituents. The introduction of electronic fare payment systems to improve customer service and simplify the customer journey are being developed at a rapid pace. ‘Smart’ highways are incorporating technologies into roads for generating solar energy, improving the operation of autonomous cars, lighting, and monitoring the condition of the road. As the future of mobility takes shape, 360-degree visibility across the ecosystem enables organizations to mitigate risk and seize new opportunities.
North Highland brings solutions to these challenges that include: new technologies that drive better performance and provide a competitive advantage, launch of products and services that build volume and consumer loyalty, people development initiatives to meet higher expectations and rapid change, and crafting strategies for today with an eye towards the future.
How we help
Public transportation agencies in the U.S. are on the cusp of a human resources crisis. 75 percent of current employees are expected to reach retirement age within 10 years. These agencies face a monumental challenge attracting and retaining new talent to not only backfill current roles, but to help these entities evolve and expand to meet changing transportation needs.
Our experts design and deploy performance-based HR service delivery models that provide both strategic support and reduce the overall risk and cost of managing talent. By improving HR policies, procedures, and processes, our work increases safety, optimizes customer service, engages employees, and ensures that critical talent is available across the organization.
Complex Program Implementation
When it comes to publicly funded programs and projects, staying in-scope, on-task, and within budget are non-negotiables. However, meeting those requirements on large scale, complex projects and programs is anything but simple. North Highland’s program and project management services apply transportation expertise and PMO gold standards to not only meet, but exceed, deliverable objectives. Our team excels at orchestrating large system replacements, skillfully synchronizing moving parts and people to complete programs and projects on time, within budget, and in perfect harmony.
Taking Organizations from Roadmap to Results
Through our Futures practice, we help organizations plan for a range of possibilities, ensuring the resilience of people, processes, and technologies – to help shape an advantageous future state for their business and customers. We then use a proven Adaptive Strategy Development approach to help transit and transportation clients articulate and fulfill their commercial, financial, and operational goals – both short and long-term. We help clients develop the mental muscle needed to innovate and challenge the status quo so that strategic plans are not static documents, but rather living blueprints that encourage rapid changes based on unforeseen or changing business conditions.
Aligning Technology with Strategy
Technology is revolutionizing the movement of people and goods. Applications developed today can become obsolete in six months. We help transportation organizations align technology and digital with strategy and culture, optimizing the types of tools and services that drive informed decision-making, enable internal collaboration, and create platforms for meaningful customer engagement.
Harnessing Big Data
Big Data in transportation opens the door to meaningful analysis and insight that can improve services for millions of customers. Harnessing the power of data requires an accompanying expansion of analytical techniques to manage this data.
To help clients turn data into actionable in-sights, we assess the data landscape and deploy solutions to deliver information across the enterprise. We do this through four core expertise areas: enterprise information management, enterprise business intelligence, advanced analytics, and visualization.
Managing Complex Regulatory Environments
From managing stakeholder outreach for permitting processes to assessing compliance with ADA and Title VI regulations, there are complex environments that must be navigated with skill and managed with discipline. We combine regulatory knowledge with change, communications, and program management skills to ensure that our clients move through regulatory requirements successfully and with appropriate timeliness.
Dodging Fare Evasion: Improving Revenue Collection with Fare Payment Solutions
Coffee in hand and computer bag over her shoulder, Maria exits the hotel and immediately spots her Uber driver. In the few minutes it takes to get to the nearest train station, she explains that although her mid-morning sales pitch is downtown, it’s cheaper to stay in the suburbs.
Innovating the Business of Transit
North Highland helped King County Metro, a leading metropolitan transportation authority, drive sustainable, positive changes to its business strategy in pursuit of becoming a more customer-focused transit agency that promotes increased ridership in the city.
SASHTO 2017: Bringing the Future of Transportation into Focus
My experience at SASHTO illuminated that workforce isn’t the only component of the public sector transportation industry that is in flux. In an environment of increased budgetary pressures and a rapidly aging highway infrastructure base, the need for state highway DOTs to employ robust performance measurement, program management, and continuous process improvement initiatives has never been more important.
Differentiating the Recruiting Process
The client, a top-five U.S. public transit agency, recognized the opportunity to modernize recruiting processes in attracting top candidates and reducing candidate attrition. North Highland helped the client develop a recruiting framework, ensuring the agency can satisfy the needs of its future workforce—so that this workforce can meet the needs of the public at large.
Building a Digital Vision for Customer Experience
North Highland helped a leading passenger rail provider reimagine the end-to-end customer experience (CX) with three primary digital channels: the website, the mobile website, and the mobile application. Beginning with strategy and insight development, the project team then worked with the client to co-create a new, seamless experience.
Facilitating the Roadmap to Complaince
Failure to comply with Federal Highway Administration (FHWA) Title VI regulations can render agencies ineligible for Federal assistance. North Highland helped a major multi-modal, bi-state transportation agency develop a roadmap and related deliverables that would secure Federal funds and demonstrate compliance with Title VI.
Developing a Platform for Customer Insight
North Highland helped a leading automotive vendor develop a predictive model for customer segmentation to drive a diversified sales mix. The organization pinpointed a segment of customers likely to purchase mechanical services – and deployed a tailored discount offer to encourage this population to purchase those services.