Remarkable commitment to continuous improvement’ leads to UK’s biggest traffic warden employer increasing engagement and retaining Investor in People Gold

NSL, the UK’s biggest employer of Civil Enforcement Officers* (CEOs or informally known as traffic wardens) and provider of non-emergency patient transport to the NHS, demonstrates a ‘remarkable commitment to continuous improvement’, with the importance of its people within the organisation’s DNA’. It has led to the nationwide organisation’s reaccreditation as an Investor in People Gold. The Investor in People Assessor’s report, which concluded a series of site audits, also reported on NSL’s annual colleague engagement survey, highlighting over a 3% increase in engagement to just over 72%**.

There was also a significant increase in those specifically stating that they find their role satisfying; 72% of CEOs said they gain satisfaction from their job, compared with 67% on 2012’s results.

The increased engagement achieved over the past year is attributed to a new management and leadership programme, and its impact on colleagues throughout the organisation. The programme’s objectives involved a greater focus on collaboration of ideas and expertise. The programme also served as an effective review of the ways in which NSL’s public-sector requirements of the organisation’s clients were shared, and to ensure they are kept at the heart of everything they do.

The job satisfaction levels can also be due to the variety of interaction that CEOs have with the public, which dispels the myth that they just issue parking tickets. The engagement survey followed an earlier poll in which CEOs were surveyed on their interactions with the public. Ninety-five percent said that they frequently answered non-parking related questions, of which forty-two percent said that members of the public stopped them at least a few times each day to ask non-parking related questions; a further twenty-eight percent said that they answered non-parking related questions more than five times every day; and another twenty-five percent said they were questioned about once a day, leaving just five percent saying that they were never asked non-parking related questions.

The assessor’s report highlighted that ‘NSL has a remarkable commitment to continuous improvement’. The organisation boasts one of the parking profession’s highest staff retention rates.

Managers more engaged throughout the organisation due to the implementation of a manager and leadership programme that focussed on account management and development.

In addition, the report stated: ‘from the results it can be seen that people feel that leadership is strong and inspirational. The “importance of people” is within the DNA of NSL and the leadership population recognises and demonstrates this’.

Mark Underwood, Chief Executive, said: “We work very hard on being a people business – the Investor in People assessor’s report supports what our colleagues have told us – our colleagues and their commitment to our public sector clients are what make NSL streets ahead of our competitors. Myself and the rest of the Executive Management Team are personally committed to ensuring that we prioritise listening to what our people tell us, which is what moves the organisation forward.”

HR Director, Meirion Gravell, said: “It’s great news – moving our colleague engagement index up 3% to 73%, on top of having an independent Investor in People assessor praise our progress, especially in our work on constructive behaviours and Account Management, is very rewarding.  Equally, we need to keep moving forward – it’s crystal clear that we need to fine tune how we recruit and manage talent, as well as how we consistently welcome new colleagues into the Group.”



Notes to Editors

* Traffic Wardens are officially titled ‘Civil Enforcement Officers’ (CEOs)

**The Towers Perrin Engagement Index reflected a positive shift of just over a 3% from 68% in 2012 to just under 73% in 2013


For further information, please contact Luke Allen, Director of Communications, 07468 701361, or


Notes to Editors:

NSL is a leading UK company specialising in the delivery and management of frontline services in complex public sector and regulated environments. Our core services include business process management; enforcement; passenger and social transport; street management and technical design services. We currently have over 70 contracts with local, regional and central government, as well as with the airport and the private sector, and have delivered contracts for high-profile government agencies, such as The Royal Parks, DVLA, Transport for London and Transport Northern Ireland.