Investing in people proves just the ticket for Merseytravel : Program helps to reduce sickness absence and staff grievances

Purpose – This paper aims to describe how UK passenger‐transport authority Merseytravel has benefited since earning Investor in People status three years ago. Design/methodology/approach – Details the learning strategy that has helped Merseytravel to unlock the potential in its employees. Describes, in particular, a behavioural‐management programme for senior managers and the Merseylearn scheme to improve performance and service levels by increasing learners' motivation to participate in vocational‐learning programmes. Findings – Reveals that Merseytravel has achieved savings of more than £150,000, reduced sickness by two days per member of staff and reduced staff grievances by 10 percent over that last three years. Practical implications – Reveals that the training has helped Merseytravel to combat a “them and us” mentality that prevailed in parts of the organization. Originality/value – Highlights how Merseylearn is meeting the challenge of delivering high‐quality learning in a round‐the‐clock peripatetic operation, helping to improve the skills of people across all levels of the organization, but particularly hard‐to‐reach staff.