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. This is the second franchise Serco has held at DLR.
Company information
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 a part. The division includes operations in Docklands, Manchester, Dubai and Copenhagen, railway maintenance, testing, property and call centre management.
Awards
Serco Docklands has a reputation for outstanding railway operations and DLR and has won the following major industry awards for its reliable, customer friendly, accessible service:
| Year | Award |
|---|---|
| 2009 | Highly commended for travel information and marketing at the London Transport Awards |
| 2008 | London & South East Commuter Operator of the Year at the National Rail Awards |
| Operator of the Year and Best Customer Initiative at the Light Rail Awards | |
| 2007 | London & South East Commuter Operator of the Year at the National Rail Awards |
| 2006 | Public Transport Operator of the Year at the London Transport Awards |
| 2005 | Outstanding Achievement Award at the National Rail Awards - the first urban railway to achieve Secure Station awards for all stations |
| 2004 | Best London Suburban Rail Operator at the National Rail Awards |
| Business in the Community - Big Tick Award (Child Safety Campaign) | |
| Gold Award - Royal Society for the Prevention of Accidents (ROSPA) | |
| 2003 | Best London Suburban Rail Operator at the National Rail Awards |
| 2002 | Best UK Rail Operator at the National Rail Awards |
| 2001 | Best UK Rail Operator at the National Rail Awards |
| 2000 | Best Metro / Light Rail Operator at National Rail Awards EASE Award |
Service improvements
The partnership between Serco Docklands and DLR has delivered huge improvements for DLR passengers.
- Passenger journeys have grown from 17 million to almost 70 million 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 introduced. Find out more on the DLR's Our Community website
View the most recent customer satisfaction scores
