Serco – Transit Operations and Maintenance Capabilities Defining Operator Involvement in major transit projects; World Class Experience in Operations and Maintenance
May 20, 2015
Serco – Transit Operations and Maintenance Capabilities
Defining Operator Involvement in major transit projects; World Class Experience in Operations and Maintenance
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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
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
Why is it Important – What is the Value
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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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Shadow Operator Involvement – Defining ‘3Ps’
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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
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
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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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;
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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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
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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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
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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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
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
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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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
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
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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