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First Great Western Railway
“From the moment we engaged with April we felt that Heresafe understood what we wanted. The interactions never felt like a sales pitch. From our initial meetings, where GWR were discussing changes, these changes were being made by James in real time during the meeting. Had never experienced this level of support before.”
Mark Farrell, Engineering Services Manager, First Great Western Railway
Book a demoHow Great Western Railway moved from manual contractor management to a live, accessible contractor portal with Heresafe…
Great Western Railway (GWR) is one of the UK’s best-known train operators, running services across London, the South West, the West of England and South Wales. Between April 2024 and March 2025, GWR recorded 89 million passenger journeys, operated across 1,997 route kilometres and managed 198 stations. Working with contractors across multiple areas of the business meant GWR needed clear visibility, compliance and control over contractor information.
To support this across such a large and operationally complex organisation, GWR required a system that was accessible, reliable and easy to maintain, while also giving teams across the business clear visibility of up-to-date contractor records.
Before implementing Heresafe, contractor management was handled using spreadsheets and a manual paper-based system. While this provided a way to manage the process, it also meant that contractor management relied heavily on manual updates and placed the responsibility on one person to keep information current.
GWR reviewed several options before selecting Heresafe. It stood out as the closest fit to the organisation’s requirements, providing a practical contractor management portal that enabled a more accessible, up-to-date and live approach to managing contractor information.
Before Heresafe
With Heresafe
Limited shared visibility, slower updates and more manual effort made it harder for GWR to keep contractor information current, accessible and controlled across the business.
A live, centralised approach that gives teams across GWR clearer visibility, shared access and more consistent control over contractor management.
Manual spreadsheets were used to manage contractor information. Contractor information is now managed through a live contractor management portal.Paper-based processes created additional manual administration. Contractor records are held in one central, up-to-date system.Contractor management was harder to keep current. GWR has a clearer live view of contractor information.Visibility across the business was limited. Teams across the business can access the portal.One person was responsible for keeping contractor management updated. Shared access reduces reliance on a single person to maintain records.Updates depended on internal manual processes. The system is simple to navigate and easier to maintain.What changed with Heresafe
Since implementing Heresafe, Great Western Railway has moved away from spreadsheets and paper-based contractor management to a live, centralised contractor management portal accessible across the business.
The transition has given GWR a more efficient and reliable way to manage contractor information, with records now kept current through a single shared system rather than relying on one individual to maintain updates. Teams across the organisation now have greater visibility and easier access to contractor data, improving consistency and reducing administrative effort.
GWR also identified the simplicity of the platform as a key advantage. Heresafe was described as intuitive and easy to navigate, helping drive smooth adoption across the organisation. The onboarding experience and ongoing support were particularly well received, with the Heresafe team making requests feel practical, achievable, and responsive rather than overly complex.
From the beginning, GWR felt that Heresafe took the time to understand how contractor management needed to operate in practice. The implementation process was collaborative and adaptable, with feedback and requested changes incorporated quickly during the early stages of the project. This gave the team confidence that the platform could be tailored to their operational requirements rather than forcing them into a rigid process.
Overall, GWR describes Heresafe as delivering exactly what they needed: a straightforward, accessible contractor management solution that replaced manual processes with a more efficient and business-wide approach to managing contractor information.
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