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

2. 2
The
Custome
r
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

3. 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

4. Why is it Important – What is the Value
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5. 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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6. Shadow Operator Involvement – Defining
‘3Ps’
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7. 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

8. 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 Operations
Emergency Train Operations
Event and Seasonal Train Operations
Evacuating the OCC
Retrieving items from the track
Emergency 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 failures
Prepare WI: Safety Critical Communications
Prepare WI: Safety critical error made by Operating Staff
Activation of emergency equipment ?
Identifying and Managing Accident, Incidents & Emergencies
Security Alert
Fire on a Railway Premises
Flooding
Managing Lost Property
Vandalism or graffiti on Railway Premises and Vehicles
Mobile Phone Policy
Weather

9. 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 Procedure
Incident Management Procedure
Management of Operational Performance Data Procedure
Drugs and Alcohol Procedure
Extreme Weather Precautions and Emergency Response Procedure
Management of Test Cases and Demonstration Procedure
Induction Procedure
Internal Communications Procedure
Management of Legislative and External Procedure
Personal Protective Equipment Procedure
Roster & Allocation Parameters for Operational Staff Procedure
Leadership Tour Procedure
Recruitment & Selection Procedure
Training & Development Procedure
Management of Special Events Procedure
Management of Emergency Replacement Bus Services Procedure
Management of Customer Communication Procedure
System Risk Assessment Procedure
Timetable Planning Procedure
Introduction to Arabia
Depot Workshop Management Procedure
Fatigue Management Procedure
Failure Management Procedure
Performance Management & Reporting Procedure
Permit to Work Procedure
Railway Protection Procedure
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10. 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;

11. 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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12. Serco in Confidence
Organisation
Indicative Key Personnel:
Operations specialists
Accessibility
Timetable Planner
Resource Planner
HSQE Support Specialist
Trains
Stations
OCC
Fares/ Ticketing
Maintenance Specialists
Signalling
Rolling Stock
Power
Track
AFC
Buildings

13. 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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14. 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 level
Third level
Fourth level
Fifth level
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Second level
Third level
Fourth level
Fifth level

15. Tram Dubai Al Sufouh
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d level
level
urth 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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16. 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

17. 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

18. 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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Second level
Third level
Fourth level
Fifth level
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Second level
Third level
Fourth level
Fifth level

19. 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

20. 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

21. 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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