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Objective
The current concession runs until 2006 and Serco’s objective has been to make sure that DLR plays its part in ensuring that London’s transport system supports the city’s objectives as a world-class economic centre.
The success of the turnaround is shown in the number of plaudits that have been won including best UK Rail Operator in 2001 and 2002 and Urban Rail Operator of the Year in 2003. Serco Docklands achieved its highest ever customer satisfaction rating recently when 94.9% of customers said they were ‘satisfied or better’ with the service. A fantastic achievement for the 420 staff.
This success has been built on a number of achievements including the facilitation and successful introduction of extensions to the network. Currently, Serco is working to develop and deliver the new extension to London City Airport. At the same time, Serco’s team at Docklands has also been involved in the development of a brand new type of ‘Mobile’ ticketing which has been pioneered in Helsinki.
Ticketing
Ticketing arrangements are fully integrated with the rest of the London underground, surface rail and bus networks, and Serco Docklands is at the forefront of the application of ticketing and passenger information systems including the OYSTER smartcards now in use throughout London
The service operates high frequency light rail services in East London. Trains operate between Docklands and the City of London where connections are also made with London Underground and other transport services.
Numbers
The network comprises 26 route kilometres and much of the infrastructure, which is owned by Transport for London, is also maintained and operated by Serco. This includes the 34 stations.
The system has 94 passenger vehicles and is used by over 40 million passengers a year. All trains are operated through fully automated train control, and each train has a Train Captain on board to provide customer information and revenue protection services.
At peak frequencies trains operate every 2 minutes, which equates an annual vehicle mileage of approximately 7.5 million kilometres.
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