Project Outline
Network Rail embarked on a major digital transformation, replacing its legacy Operational Property Asset System (OPAS) with Citadel, a new Enterprise Asset Management System. Mercury3 Consult was engaged to ensure a smooth transition, supporting the National Performance and Support team through every stage of implementation and organisational change.
Key Information
| Project | Citadel Asset Management System |
| Client | Network Rail |
| Services | Programme Management, Asset Management |
| Duration | July 2023 – September 2025 |
Our Service
Mercury3 Consult provided expert programme management, drawing on extensive knowledge of operational property asset management, asset systems, and Train Operator’s (TOC) lease relationships and asset management protocols. Our service included:
- Ensuring full implementation and handover of Citadel from the Intelligent Infrastructure (II) programme to business-as-usual operations.
- Supporting the development of system enhancements and new capabilities, ensuring business-as-usual was appropriately onboarded to support the end users.
- Leading engagement with the Technical Authority (product owner), development partner Cognizant, and the Intelligent Infrastructure (II) team.
- Enabling additional technical resources and upskilling for permanent support staff.
- Developing robust processes and training guides for onboarding new admin staff.
- Managing the organisational transition, including stakeholder engagement, workshops, safety validation, and trade union consultation.
Great service from Mercury3 Consult, nothing is too much trouble.
Tracy Webster
Senior Programme Integration Manager, Network Rail
Key Achievements
Successfully mobilised the team for Citadel’s full implementation.
Secured additional technical expertise from Cognizant to strengthen support and training, resulting in delivering targeted training sessions.
Streamlined licence acquisition and management with the Route Services IT team (RSIT).
Implemented process to ensure licences were repurposed by deactivating those not used in 90 days, in line with Network Rail’s “User Access Review Guidance” document.
Developed a business continuity plan for the Operational Property Helpdesk (OPHD).
Fostered collaboration with HR, management, trade unions, and safety teams in relation to the proposed re-organisation.
Implemented a periodic reporting regime to showcase the activity of Operational Property Helpdesk (OPHD) and Citadel Support.