Transport for LondonFranchise
Serco Docklands was formed in 1997
The company was formed in 1997 when the management team won the bid for the franchise in conjunction with Serco.
SD is a wholly owned subsidiary of Serco Group, a major public company with global interests including defence, aviation and facilities management. Serco also has a substantial rail division, Serco Rail of which Serco Docklands is part. The division includes operations in Docklands, Manchester and Copenhagen, railway maintenance, testing, property and call centre management.
Serco Docklands has a reputation for outstanding railway operations at DLR and has major industry awards for its reliable, customer friendly, accessible service:
| 2007 |  |
National Rail award for London & SE Commuter Operator of the Year |
| 2006 | |
Public Transport Operator of the Year at London Transport Awards |
| 2005 | |
Outstanding Achievement Award at National Rail Awards - First urban railway to achieve Secure Station Awards for all stations |
| 2004 | |
Best London Suburban Rail Operator at National Rail Awards Business in the Community Big Tick Award (Child Safety Campaign) ROSPA Gold Award |
| 2003 | |
Best London Suburban Rail Operator at National Rail Awards |
| 2002 | |
Best UK Rail Operator at National Rail Awards |
| 2001 | |
Best UK Rail Operator at National Rail Awards |
| 2000 | |
Best Metro / Light Rail Operator at National Rail Awards EASE Award |
The partnership between Serco Docklands and DLR has delivered huge improvements in services for DLR passengers:
- Passenger numbers have grown from 17 million to over 64 million journeys per year
- Reliability has improved from 91 per cent to 98 per cent
- New customer service staff, Travel Safe Officers and Community Ambassadors have been launched. You can find out more on the DLR's Our Community website
View the most recent customer satisfaction scores
