The rail industry is navigating one of its most significant periods of structural change. At ACC Liverpool earlier this month, Carlisle Support Services hosted its annual flagship event, Innovation Lab 2026, to demonstrate why it has become one of the sector’s leading providers of people-led operational solutions, and why its ambitions for the future remain firmly on track.
Held on Thursday 5 March at the ACC Liverpool, Innovation Lab 2026 brought together rail operators, suppliers, and industry stakeholders for a day of knowledge-sharing, innovation challenges, and industry collaboration, culminating in the company’s Superstar Awards.
It is Carlisle’s annual celebration recognising the people behind its services. The event was both a showcase of innovation and a statement of intent for the future.
Rail accounts for around 40% of its annual turnover. The company supports 14 rail businesses, but it is the breadth and flexibility of Carlisle’s service delivery that truly sets the company apart.
A Role Built for the Future of Rail
Steve Cere, Director of Rail Strategy at Carlisle Support Services, joined the business in 2010 from Virgin Trains and has played a key role in shaping Carlisle’s growing presence in the rail sector.
“The role was created around the future of rail, because it’s so important to us,” Steve explained. “My remit is all around engaging with customers and looking at where there are opportunities for us to provide a solution aligned to the evolving landscape.”
The position was established in response to major industry restructuring, shaped by the Williams-Shapps Plan for Rail and the transition towards Great British Railways. “The industry is going through a massive transition,” Steve said.
“It’s been ongoing for the last six years, and that’s partly why my role was created. To drive rail strategy and turn industry insight into competitive advantage, ensuring the business stays ahead in winning and delivering critical service contracts”
A People Solution
One of Carlisle’s biggest strengths is the range of operational services it delivers across the rail network. Across its 14 rail businesses, the company delivers more than 14 different operational roles, ranging from security, cleaning, and revenue protection to train dispatch, customer service, gateline assistants and ticket vending machine maintenance.
“We also deliver a possession management service through our Integrated Facilities Management division, which provides the opportunity to maximise what is delivered, from vegetation clearance to white-lining and canopy cleaning. The range of services we provide also includes train dispatch on behalf of TransPennine, ticket-vending machine maintenance, car park management, to name a few.” Steve outlined.
“You name it, we are all about delivering people-based solutions.”
Positioned for Regional Rail Networks
Steve is open about the opportunities that Great British Railways could bring. As TOCs move into the Department for Transport’s Operator framework, the idea of services being procured on a regional basis are becoming increasingly realistic.
“When you think about GBR, it’s clear that its moving towards a regional model. If that comes in, services like ours could be procured by region rather than by individual TOC, which would make a lot of sense,” he said. “It would give us an opportunity to focus more deeply on a particular area.”
Steve’s remit has also recently expanded beyond rail to encompass transport more broadly. With local authorities gaining greater devolved transport powers, Carlisle sees a growing opportunity to deliver integrated solutions across buses, trams, and rail networks.
“We’re looking at working with local authorities to provide a one-stop solution. With TfL and Transport for West Midlands, we are already seeing some real opportunities starting to emerge,” he said.
Innovation Lab: A Growing Institution
Innovation Lab has evolved significantly since its beginning nearly a decade ago, when Carlisle’s Chief Executive Officer, Paul Evans, brought together senior leaders to exchange ideas and share best practice. What started as a small conversation has grown into one of the most anticipated events in the rail services calendar.
“It continues to grow in prominence year on year,” said Steve. “As the year progresses, there is increasing anticipation around the release of registration. I am also aware of individuals who prioritise this event above all others in the calendar.”
A highlight of the day is always Carlisle’s Challenge Innovation session, where Carlisle’s employees pitch frontline-driven ideas to improve safety, efficiency, and customer experience. This year, encouraged by 700 industry peers, Gemma Barry and Ashley Hulse won £50,000 in innovation funding for their Virtual Reality Training Hub concept, designed to deliver immersive training scenarios and help bring the idea to life.
Steve describes Challenge Innovation as genuinely transformative. “I know of many people who have gone away from the event with new ideas. We had Stephen Bender from the Disney Institute as headline speaker in 2019 and people were genuinely blown away. They applied the principles they learned, and they are still using them today,” he said.
“There really is something here for everyone.”
The commercial impact is tangible too. One supplier reported that last year’s event generated over £1 million in new business after attending last year’s event. “We’ve got some real success stories coming out of it for the supply side,” Steve noted.
Recognising the People Behind the Service
The day concluded with Carlisle’s annual Superstar Awards, an employee recognition ceremony that has grown to more than 40 tables and over 400 attendees.
“We make a real effort to celebrate our people. There are lifesaver awards, employee of the year, outstanding acts and other awards for people who have lived our values,” Steve said. “It also gives us the chance to bring customers, prospects, and people from across the industry together in the one room.”
Charitable partnerships are also an important part of the event, with Railway Children and Railway Mission represented each year, reflecting Carlisle’s commitment to supporting the wider rail community.
The Future Does Look Good
For Steve, the message coming out of Innovation Lab 2026 is one of cautious but genuine optimism for the rail sector. Innovation is continuing to come into rail sector, he believes, even if progress sometimes slowed by fragmentation during the transition period.
“I believe the industry is ready for change. You can see what’s happening at Southeastern with the Network Rail integration; it’s allowing them to think more long-term,” he said. “The future looks good.”
For those who missed this year’s event, Steve’s message is simple: “If you didn’t come this time, make sure you are here next year!”
As Carlisle continues to grow its presence in rail, and Innovation Lab continues its own journey of bringing people together and sharing ideas across the industry, their success is intertwined. Both are growing, both are built on collaboration, and both are invested something better for the sector as a whole.
Carlisle Support Services provides integrated people-led solutions across the rail sector, including security, cleaning, revenue protection, train dispatch, customer service, and facilities management. Operating with 14 rail businesses and a transport portfolio spanning bus and tram networks, the company delivers across the UK. For more information visit: https://www.carlislesupportservices.com/
