How NS accelerates digital innovation with support from Cerios

In the Netherlands, everyone knows NS, the Dutch national railway. What's less visible is the major digital progress the organization makes behind the scenes every day, from data systems to applications for employees and passengers. IT plays an increasingly important role in how the Netherlands travels.
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Test consultant and change expert Stuart Yates supports NS across several digital transformation programs. He works right at the heart of the organization, alongside the teams that build, test and improve its systems. Here he explains what that looks like.
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Many teams, one shared goal
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“You can think of NS as a collection of small organizations that together keep one train running safely,” says Stuart. “That takes clear goals, good collaboration and a way of working that reduces risk and helps teams grow.”
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Stuart and his team help answer questions such as:

• where does a process get stuck?

• how do teams work together?

• and which changes make work faster, safer and more enjoyable?
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His first project at NS focused on modernizing the systems for train communication, a large program involving hundreds of people. He looked not only at the technology, but above all at how teams share information, make decisions and involve stakeholders.
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“A lot of people find change daunting,” says Stuart. “That's why I always explain that it's never about anyone personally. It's about setting up processes so we reduce risk and can better support IT professionals in their work.”
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Change only works when people come along
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NS is investing heavily in systems that make its employees' work simpler and more pleasant. Stuart is currently working on a project that brings several groups together: the business, IT, UX and users.
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The goal: one system that gives a clear overview, requires fewer steps and fits better with day-to-day practice.
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“Think of bringing six screens down to one or two,” he explains. “We discuss every visual change with UX and with the employees who use the system. We ask them to review it, give feedback and share their experience.”
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That involvement is crucial, Stuart says. “These are long, intensive programs. Their success depends on how fully employees embrace the new system.”
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Celebrating milestones
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The most rewarding work? For Stuart, it's the teams that are still finding their way and build structure together with him. Creating roadmaps, sharpening goals, making well-founded choices together.
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“And then you see a team take a big step, like moving from legacy to new software. Those are moments to be proud of.”
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He also finds the collaboration with UX inspiring. “So much has to be right to keep a train running. Passengers don't see it, but the world behind the scenes is incredibly dynamic. It's one of the best organizations to work for.”

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