Connex Case Study
Date: June 2008
Publication: Human Capital Magazine
One of the most effective ways to motivate and engage staff is to implement a well thought-out and cohesive reward and recognition program that is based on a set of clearly defined values and behaviours.
An example of what can be achieved when you combine all the right ingredients is that of Connex – the operator of Melbourne’s rail network, which services more than 300,000 commuters daily.
When staff revealed in a 2006 internal survey that they felt they were not being adequately recognised or rewarded for their efforts, Connex immediately set out to find a solution.
Until then, employee recognition and reward consisted of a $50 store gift voucher given at Christmas time.
Recognising they needed a more structured approach, Connex engaged the services of specialist employee reward and recognition firm, Accumulate.
Together, they worked to develop and implement Exceed – a structured reward and recognition program based on Connex’s values and strategic drivers.
Connex’s Marketing Manager, Christina Francis, who was also the project manager overseeing the program’s implementation, says the challenges were many.
“We wanted to find a way to engage and motivate all Connex staff from office-based employees, to drivers and station personnel, which was a major logistical issue. We have a diverse workforce and for many of them, a program like this was a completely new concept,” says Ms Francis.
Accumulate’s Chief Executive, Adrian Finlayson, says one of the first challenges they had was ensuring all Connex employees – regardless of their geographic location – had access to the program.
“We knew the only way to get everyone’s buy-in was to provide the infrastructure to give all staff the ability to use the program. Being an online solution meant drivers and station staff as well as office staff, should have access to a computer terminal. So, we recommended that each station be fitted with what is now known as an Exceed kiosk, which consists of a computer, keyboard and mouse. Drivers and station staff could now log on to the program and make their nominations,” says Mr Finlayson.
Further consultation with Connex exposed that the company’s previous method of recognising and rewarding staff was not based on any particular formal structure. In other words, $50 store vouchers were given to and expected by each employee for no particular reason other than that was what had previously always been done.
So, linking Connex’s reward and recognition program to its newly revamped values was critical because it ensured the solution had some structure or framework; and that performance was now being recognised for behaviours that were clearly aligned with outcomes the company was seeking.
Safety, respect, commitment, integrity and innovation were the values Connex chose to provide the context for how the Exceed program would be delivered.
Those being nominated had to be demonstrating behaviour that was in accordance with one of company’s five values.
Recognition in the form of framed certificates were presented to top performing staff at weekly and quarterly meetings.
Employees who stood out as having gone above and beyond the call of duty were invited to attend an annual gala award ceremony dinner celebrating the achievements and contributions made during the course of the year.
Rewards were given in the form of points, which could then be redeemed for gifts such as small electrical goods, frequent flyer points, vouchers or even experience based events like hot air ballooning.
“The program has been well received by staff. One year into the program, there have been more than 5000 nominations so far. Staff satisfaction has soared and there is a real buzz about the office now.
“Importantly, we now understand who is being recognised for what, and how often. This improved visibility helps us better understand how well the program is performing in different parts of the business, so we can continue to evolve it to meet emerging needs in the business,” says Ms Francis.
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