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Serco – Transit Operations and Maintenance Capabilities Defining Operator Involvement in major transit projects; World Class Experience in Operations and Maintenance
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Page 1: Transit Operations and Maintenance Capabilities

Serco – Transit Operations and Maintenance Capabilities

Defining Operator Involvement in major transit projects; World Class Experience in Operations and Maintenance

Page 2: Transit Operations and Maintenance Capabilities

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The Customer

The Customer

Prioritize customer requirements

Design & Build Operate & Maintain

Establish operations/service delivery philosophy & strategy

Define & apply ‘lessons learned’ as a design inputs

Identify who the customer/s is/are

Define customer requirements

Identify value added design features

Establish ‘core’ design precepts & performance requirements

Provide initial design

Create a ‘customer & stakeholders’ D&B Phase

Establish programme delivery

Review design against customer requirements – sense check

Create a ‘customer & stakeholders’ O&M Phase

Identify & map full journey experience

Define customer experience

Establish clear Primary & Secondary KPI’s

Establish internal customer map

Establish integrated O&M structure for delivery

Define management model to track delivery

Design & apply continual improvement cycle

Apply lessons learned

Review KPI’s and improve performance

VALUE FOR

MONEY

VALUE FOR

MONEY

Early Operator Involvement – Design & Planning

Start by focusing design upon the ultimate objective

Page 3: Transit Operations and Maintenance Capabilities

The benefits of this approach are:

Service input results in designs that are fit for purpose longer

– Delivery is about how services will work in years from now, not how an asset looks at completion

– Reduce risk of changes and costs associated once operator on board

Early input of the service provider results in better designs

– Design solutions that enable better functionality with more efficient and effective provision of services

– Focuses on integration of the design with other transport modes

Early Operator Involvement – Design & Planning

Page 4: Transit Operations and Maintenance Capabilities

Why is it Important – What is the Value

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Page 5: Transit Operations and Maintenance Capabilities

Early Operator Integrated Design Review

Design opportunities which may be explored include, for example:

– Staged procurement of key assets and phased introduction into operational service;

– Balancing Capex and Opex costs when considering system and infrastructure design characteristics e.g. effects of reducing overall width of viaduct central walkways;

– Elevated stations founded with the viaduct to prevent differential settlement; – Optimized station-box size; – Pits and conduits integrated into the track form and/or into the walkway,

slab-track vs. ballasted track at grade; – Accessible station canopies for cleaning and maintenance; – Efficient man-machine interfaces in control rooms; – Track layouts that provide operational train service flexibility with short turn-

backs and pocket tracks for stabling ‘hot-spares’ and ‘defective’ trains.

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Page 6: Transit Operations and Maintenance Capabilities

Shadow Operator Involvement – Defining ‘3Ps’

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Page 7: Transit Operations and Maintenance Capabilities

Example Policy or Strategy Documents

Procurement

IT

Communication

HR

HSSQE

Rolling stock and Asset Management Asset Management Plan Asset Maintenance Plan Renewal strategy Rolling stock maintenance strategy Rolling Stock yearly plan Rolling Stock yearly budget

Operations Operations strategy Operations yearly plan Operations yearly budget

Business Management

Licensing and Regulation

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Customer Experience

Page 8: Transit Operations and Maintenance Capabilities

Example List of Processes

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Normal Station Operations

Degraded station Operations

Emergency station Operations

Managing station Equipment Failures; Lifts, Escalators

Management of a Station Evacuation

Train on Fire on a Train Passenger

Train on Fire on a Freight

Guidance for Granting a Railway Premises Storage

Signalling and Communication system failure

Permit to work on Railway Premises

Failed Train

Unauthorized vehicles / people on the track

Passengers carried into a Depot or siding

Failed Recovery

Degraded Train OperationsEmergency Train Operations Event and Seasonal Train Operations Evacuating the OCCRetrieving items from the trackEmergency Evacuation of a train (immediate threat to life) Suspected incident involving gas or biological or chemical substance (Incident)Prepare WI: Evacuation of a train (no immediate threat to life)Controlling access to Yards, Stations and premises Automatic Fare Collection system failuresPrepare WI: Safety Critical CommunicationsPrepare WI: Safety critical error made by Operating StaffActivation of emergency equipment ?Identifying and Managing Accident, Incidents & EmergenciesSecurity AlertFire on a Railway PremisesFloodingManaging Lost Property Vandalism or graffiti on Railway Premises and Vehicles Mobile Phone Policy Weather

Page 9: Transit Operations and Maintenance Capabilities

Example List of Procedures

Accident & Incident Reporting and Investigation Procedure

Fire Safety Procedure

Verbal Safety Communication Procedure

Operations Procedure

External Communications Procedure

Performance Management Procedure

Procurement Procedure

Control of Records Procedure

Control of Test Equipment Procedure

Crisis Management Procedure

Document Control Procedure

First Aid at Work Procedure

Identification, Investigation & Management of Non Conformance

First Aid at Work Procedure

HSE Communications & Consultation Procedure Management Review ProcedureIncident Management ProcedureManagement of Operational Performance Data ProcedureDrugs and Alcohol Procedure

Extreme Weather Precautions and Emergency Response ProcedureManagement of Test Cases and Demonstration ProcedureInduction ProcedureInternal Communications ProcedureManagement of Legislative and External Procedure Personal Protective Equipment ProcedureRoster & Allocation Parameters for Operational Staff ProcedureLeadership Tour ProcedureRecruitment & Selection ProcedureTraining & Development ProcedureManagement of Special Events Procedure

Management of Emergency Replacement Bus Services ProcedureManagement of Customer Communication ProcedureSystem Risk Assessment ProcedureTimetable Planning ProcedureIntroduction to Arabia Depot Workshop Management ProcedureFatigue Management ProcedureFailure Management ProcedurePerformance Management & Reporting ProcedurePermit to Work ProcedureRailway Protection Procedure

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Page 10: Transit Operations and Maintenance Capabilities

Operations & Maintenance Linking Requirements to the Customer

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Second level

– Third level Fourth level

» Fifth level

Linking The Strategic requirements, Policy, Process and Procedures to the clients requirements and to the end user – The Customers

The 3Ps preparations are the backbone to Operating and Maintaining a world class transportation network with interchange functionality

that will become the platform to launch;

Page 11: Transit Operations and Maintenance Capabilities

Experience in Preparing for Operations & Maintenance

Dubai Metro Shadow Operator

Snapshot of deliverables;

Design review

114 plans,

91 procedures

1,181 work instructions

225 training manuals

141 training courses

Recruitment & Mobilization of 2,500 people

30 Nationalities

Testing & Commissioning

Trial and Start Up Operations

Currently Mobilizing

1. Shadow Operator for Qatar Metro PH 1

2. Shadow Operator for Qatar Lusail Tram

3. Shadow and Operator for Al Soufah Tram system Dubai

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Page 12: Transit Operations and Maintenance Capabilities

Serco in Confidence

Organisation

Indicative Key Personnel:

Operations specialists

Accessibility

Timetable Planner

Resource Planner

HSQE Support SpecialistTrains

Stations

OCC

Fares/ Ticketing

Maintenance SpecialistsSignalling

Rolling Stock

Power

Track

AFC

Buildings

Page 13: Transit Operations and Maintenance Capabilities

Serco in Confidence

Summary and Observation

Service and operator led projects allow more attention to designs and better construction with a view to optimization of life cycle cost of the project

It is important to think about what success looks like 5, 10, 15 years after commissioning – not just the shiny system when built

Service delivery excellence is not something that just happens – it needs to be designed in, and

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Page 14: Transit Operations and Maintenance Capabilities

Serco in Confidence

Summary – Serco’s metro experience

Pre Operations and / or O&M on 11 metro or urban rail systems

Long term operations & maintenance Docklands Light Railway since 1997

Manchester Metrolink 1997 - 2007

Copenhagen Metro 1999 - 2007

Merseyrail since 2003

Northern Rail since 2004

Dubai Metro since 2007

Palm Jumeirah Monorail since 2010

Pre Operations in UK, Europe, Middle East, India and North America

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Second levelThird levelFourth levelFifth level

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Second levelThird levelFourth levelFifth level

Page 15: Transit Operations and Maintenance Capabilities

Tram Dubai Al Sufouh

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– Third level Fourth level

» Fifth level

Awarded 2013

Early operator involvement commenced

Currently in Mobilization

14KM, 11 Stations in Phase 1, 2 Interchanges with Dubai Metro and 1 interchange with Palm Jumeirah Monorail

Providing transport integration in Dubai

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Page 16: Transit Operations and Maintenance Capabilities

Metro; Al Mashaaer Al Mugaddassah, Rail Consultancy – Makkah, Kingdom of Saudi Arabia

Advising on all aspects of operation & maintenance for 18.7 km metro

Supporting CRCC and MOMRA preparations for Hajj pilgrimage

Support in the management of recruitment and training programme for frontline staff

Development of operational rules, procedures & processes– Train operations– Customer service– Development of rules & procedures– Station operations– Training & Competency– Emergency planning – Testing strategy

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Metro; Operations & Maintenance – Dubai Metro, UAE

Appointed by Dubai Government (RTA) to provide full O&M services

Early Operator Engagement from June 2007 onwards and 10-year O&M concession

99.99% Availability (8 months at 100%) 99.93% Punctuality (2 months at 100%)

Recruitment & mobilisation over 2,500 staff – 30 countries

9/9/9 successful service launch

Integrated management and stewardship of this USD 7B asset

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Copenhagen Metro - pre operations

Delivered O&M pre operations input prior through the 3 phase opening

As in Dubai

Review of system and asset designs and subsequent RAMS proposals

Review and make recommendations upon the detailed E&M procedures and work instructions

Established full O&M management system and procedures

Mobilised O&M organisation over two years including recruitment and training

Obtained the first metro operating safety certificate in Denmark

Project managed the opening of both phases 2 & 3

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Click to edit Master text stylesSecond levelThird levelFourth levelFifth level

Page 19: Transit Operations and Maintenance Capabilities

Monorail; Operations & Maintenance – Palm Jumeirah Monorail, Dubai UAE

Appointed by Nakheel 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

Advise | Design | Integrate | Deliver

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Automated People Mover T3; Operations & Maintenance –

Dubai Airport, UAE

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Operations & Maintenance

APM connects terminal 3 to the new A380 terminal

4 trains in service

24/7 operations

High capacity system – 99.63% reliability in first month of operations

Train every 150 seconds

Up to 6,050 pphpd

Integral to the overall operations of the airport

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Light Rail; Docklands Light Railway, Operations & Maintenance – DLR UK

High performance achieved

– 98.25% Availability – 98.44% Punctuality (Serco improved on 2011 results even though ridership figures doubled over the summer during the 2012 Olympics)

– 97.08% customer satisfaction

System enhancements

– Commissioned 47 new rolling stock vehicles

– Served the Olympics with distinction

– Opened 3 extensions including Woolwich Extension early

– Extended fleet from two to three twin-cars with station platform modifications while maintaining service

– Ridership growth from 17m per year to over 93m.

– RoSPA Gold safety certification and over 15 national and local awards

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