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Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
Steve Butcher - Serco - Customer focussed rail operations
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Steve Butcher - Serco - Customer focussed rail operations

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Steve Butcher delivered the presentation at the 2014 New Zealand Rail conference. …

Steve Butcher delivered the presentation at the 2014 New Zealand Rail conference.

The 2014 New Zealand Rail conference explored issues that would help to secure the economic development of New Zealand. With a focus on new projects and balanced funding, this event discussed ways to ensure the seamless growth of the next 10 years.

For more information about the event, please visit: http://www.informa.com.au/nzrailconference14

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  • 1. Advise | Design | Integrate | Deliver Serco in Confidence Steve Butcher | Managing Director, Rail 17 June 2014 Customer Focused Operations
  • 2. 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
  • 3. Serco in Confidence A leading service company in our chosen markets
  • 4. 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
  • 5. Serco in Confidence Serco In Transport
  • 6. 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
  • 7. 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
  • 8. 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
  • 9. 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
  • 10. 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)
  • 11. 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%
  • 12. Serco in Confidence Merseyrail
  • 13. Serco in Confidence Merseyrail
  • 14. 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
  • 15. 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
  • 16. Serco in Confidence Increased Passenger Growth
  • 17. Serco in Confidence Enhanced Performance
  • 18. Serco in Confidence Enviable Rates of Passenger Satisfaction
  • 19. Serco in Confidence Increased Fleet Reliability 3000 4000 5000 6000 7000 8000 9000 10000 11000 12000 13000 14000 15000 MILESPER5MINDELAY(MpC) Fleet Reliability Period MpC MpC MAA
  • 20. Serco in Confidence Heightened Safety Overall, the Merseyrail network is a much safer than ten years ago
  • 21. 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
  • 22. Serco in Confidence Firsts
  • 23. 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’
  • 24. Serco in Confidence Northern Rail ‘Steady state to success story’ The story so far...
  • 25. Serco in Confidence 290 trains 4,800 employees 462 stations Over 93 million passenger journeys per year 2,600 train services per day
  • 26. 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.
  • 27. 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
  • 28. 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
  • 29. Serco in Confidence PPM Performance
  • 30. Serco in Confidence Northern Fleet Reliability
  • 31. 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
  • 32. 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
  • 33. 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
  • 34. 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
  • 35. 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
  • 36. 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
  • 37. Serco in Confidence Thank-you Steve Butcher Managing Director Rail steve.butcher@serco.com

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