Steve Butcher - Serco - Customer focussed rail operations
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Transcript of Steve Butcher - Serco - Customer focussed rail operations
Advise | Design | Integrate
| Deliver
Serco in Confidence
Steve Butcher | Managing Director, Rail
17 June 2014
Customer Focused Operations
Serco in Confidence
Content of Presentation
Introduction
Who are Serco
What drives Customer Service in our operations
Our current Operations and Experience
Why partners are so important
Summary
Serco in Confidence
A leading service company in our chosen
markets
Serco in Confidence
Our core business: Delivering essential
services around the world
UK & Europe
60%
Africa, Middle East, Asia
& Australasia
18%
The Americas
22%
Founded in 1929
Operate in 50 countries
700+ contracts
130,000 staff
NZ$10bn turnover
15 years operation in NZ
NZ’s first PPP- Auckland
South Corrections Facility
25 year operations
Serco Global Services (BPO)
Serco Front Line Services
Serco in Confidence
Serco In Transport
Serco in Confidence
Transition management……..Contract mobilisation……Organizational & cultural
change…….. Procurement & Subcontract Management……Employee and
community engagement……..Effective working with unions
What is typical in our operations
Operations
Train service operations
Station operations
Customer service, ticketing and fares
Major Special Events management
Control centre management
Passenger demand management
Security management
Stakeholder relationship
management
Maintenance
Asset management planning and
deployment
Rolling stock light and heavy maintenance
including overhauls and refurbishments
Stations and depots full facility
management
Track and structures, signaling and
traction power maintenance
Investment project management
Overhaul & Projects
Serco in Confidence
Our Rail Transportation Experience
Mersey Rail (42m passenger trips pa)
Northern Rail (93m passenger trips pa)
Dubai Metro (110m passenger trips pa)
Docklands Light Railway (100m passenger trips pa)
Dubai Airport Automated People Mover
Palm Jumeirah Monorail
Great Southern Railway Australia
Now awarded in 2014 - Scottish Sleepers
Serco in Confidence
How we have delivered.
Integrated plans with local authorities and Network Rail the
infrastructure owner early in the franchise
Joint performance and investment improvement plans – getting
them aligned from the start
Early major timetable changes and implementation to support
passenger growth and increased levels of performance
Increased passenger numbers in both Merseyrail and Northern
Rail, mainly car to rail shift
Community engagement process – adopt a station, community
ambassadors, Network Rail and local authority Road Shows at
local community events and main stations
Serco in Confidence
How we have delivered
Revised major event management
− Successful Olympics delivery
− Aintree Races and Mathew Street festival events in Liverpool (increased
performance levels – increased patronage to events)
Management of major Football events throughout the UK
− Manchester United
− Liverpool
Joint Investment Projects, whilst increasing performance –
Customer satisfaction Levels
− Line speed upgrades
− Station and customer facilities upgrades
− Rolling Stock refurbishments
− New Rolling Stock Introduction
Serco in Confidence
How we have delivered.
Staff and Community Involvement events
− Charity sponsored events
− School awareness – safer railways
− Train naming
Early Communication of plans – vision with authorities and
Network Rail (seen up joined up throughout)
Serco in Confidence
Merseyrail
Best performing train operating
company in the UK
Delivery of enhancements on
behalf of the client
– Introduced refurbished trains
– Increased capacity
– Ridership growth to 42m/year
Created a more secure
environment for staff and
customers
Significantly increased employee
satisfaction
Performance measure 95.33%
Fleet Availability 100%
Serco in Confidence
Merseyrail
Serco in Confidence
Merseyrail
Serco in Confidence
Key characteristics
Self-contained urban network with
Local Authority Client over 25-years
75 miles of track, 6.5 miles of which
are underground
One of the most intensively used
networks in the UK
Over 800 daily services Monday to
Saturday
67 stations, 66 of which are
managed by Merseyrail; 5
underground stations
Fleet of 59 class 507 / 508 electric
3xCar trains
Serco in Confidence
The Present
Since the start of concession
Significant growth in passenger numbers
Enhanced performance
Enviable rates of passenger satisfaction
(highest overall score - NRPS Autumn 2013 - NPS, Autumn 2012, best
regional operator - NPS Spring 2012)
Increased fleet reliability (miles per casualty)
Better stations and trains
Safer environments
Higher train presentation scores
More compelling CSR offering
Serco in Confidence
Increased Passenger Growth
Serco in Confidence
Enhanced Performance
Serco in Confidence
Enviable Rates of Passenger Satisfaction
Serco in Confidence
Increased Fleet Reliability
3000
4000
5000
6000
7000
8000
9000
10000
11000
12000
13000
14000
15000
MIL
ES P
ER 5
MIN
DEL
AY
(M
pC
)
Fleet Reliability
Period MpC MpC MAA
Serco in Confidence
Heightened Safety
Overall, the Merseyrail network is a much safer than ten years ago
Serco in Confidence
Corporate Social Responsibility
40 station adoption schemes (six in 2009)
Charity of the year initiative − staff have raised £550,000+
over last decade
Close partnership with Archbishop Beck school
Merseyrail Sound Station, targeting NEETs
Set up a ladies’ football team with Bootle
football club
Train naming
Serco in Confidence
Firsts
Serco in Confidence
Profile
Commended for our management of high profile events, such as Aintree –
major football events – Matthews Street Festival
Winner of numerous awards over recent years − won in Large and Overall
Station of the Year category (National Rail Awards 2013)
Favourable media coverage and popular with stakeholders
Considered an ‘employer of choice’
Serco in Confidence
Northern Rail
‘Steady state to success story’
The story so far...
Serco in Confidence
290 trains
4,800
employees
462 stations
Over 93 million
passenger
journeys per
year
2,600 train
services per
day
Serco in Confidence
Northern Rail
47% passenger growth during Serco
Franchise (since 2004) to over 93m
passengers per year
Train service performance increased from
83.7% to 91.5%
60% improvement in fleet reliability
And….the cost to Government has
significantly reduced.
Serco in Confidence
Northern – The Story So Far
Franchise began December 2004 and
extended March 2014 for a further 2
years
‘Steady-state’ contract, however:
− £130m investment
− 47% passenger growth
− HLOS delivery
− improved PPM performance
− improved fleet performance
− new services and stations introduced
Serco in Confidence
Some Northern Successes
Additional
peak
capacity
Leeds –
Nottingham
new service
Class322
rolling stock
introduction New depot at
Allerton
Buckshaw
Parkway new
station
Serco in Confidence
PPM Performance
Serco in Confidence
Northern Fleet Reliability
Serco in Confidence
Current Operations – Review
Docklands Light
Rail 99.33% availability, 99.36% punctuality
MAA, 97.08% customer satisfaction
Ridership growth from 17m per year at
start to over 100m in 2014
Patronage peaked in Olympic Year to
127M
Commissioned 47 new rolling stock
vehicles, opened 3 extensions including
Woolwich Extension early and extended
fleet from two to three twin-cars with
station platform modifications while
maintaining service
Dubai Metro
Appointed by Dubai Government (RTA)
to provide early operator involvement
(March 2008) followed by full O&M
services (September 2009)
99.99% Availability (8 months at 100%)
99.97% Punctuality (6 months at 100%)
9/9/9 successful service launch
Integrated management and
stewardship of this all assets
Successfully re-awarded in 2013 until
2021
Serco in Confidence
Current Operations – Review
Makkah Metro
Advised on all aspects of operation &
maintenance for 18.7 km metro
Supported CRCC and MOMRA
preparations for Hajj pilgrimage
Management of recruitment and training
programme for 2,000 staff
Development of operational rules,
procedures & processes
Palm Jumeirah Monorail
Appointed to provide Operations &
Maintenance services for Palm Jumeirah
Monorail – the first driverless monorail in
the middle-east region
5 year concession from July 2010
Maintenance, security, control centre,
facilities management, customer
services, procurement and supply chain
management
99.8% Punctuality – 99.9% Availability
now 100% on both since takeover
Serco in Confidence
Current Operations – Review
Al Sufouh Transit
System Part of Dubai’s mass transit system (metro lines, transit system lines and bus lines)
connecting Al Sufouh to the Dubai Marina area
14km track length, 11 stations, 2 tracks, 1 Depot, 2 interchanges (intersect with Metro &
Monorail)
Full Mobilization – testing etc
Recruitment of all staff – frontline staff locals
Serco in Confidence
So... What makes this happen
Partners who are like minded
Client
– We want to be good custodians of your railway
– Aligned objectives – passion for improvement
– Open debate – putting the Customers first every time
– Ensuring real value for money for everyone – This about long term
relationships.
Community
– Taking the railway to the heart of the community
– Ambassadors – adopt a stations, usher groups
– Allowing the Community to feel part of the decision making
– Involving everyone from a young age
Serco in Confidence
So... What makes this happen
Infrastructure Owner
– One common process for operations – common goals
– Sharing best practice throughout
– Set high targets with each other
– Open debate on improvements, investment, performances and
asset management
– Get rid of the history early
Customer
– Always have them at the centre of everything
– Talk and communicate – let them see you care
– Be honest – even when it’s painful
– Invite real feedback – and act
Serco in Confidence
Summary
Great railways never stop changing – you have to keep up
Economic growth really is about great service
Partnership is the key to success – Long term.
Always look forward – change is a must
Local content is key – be a firm part of the community we
serve
Be consistent, open and honest