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Helping Dubai Metro passengers to become more safety conscious

In 2019, Serco Middle East was recognised by the Dubai Roads and Transport Authority (RTA) for its commitment to safety.

We have partnered for more than ten years with the RTA, for whom we operate and maintain the Dubai Metro, launched in September 2009. More than 650,000 passengers use the Dubai Metro every day. We provide full operations, maintenance, and integrated facilities management for the network, which consists of 75 km of track, 47 stations and 79 trains.

“We offer high standards of service to our passengers and communities we serve,” says Alex Rentier, Managing Director, Dubai Metro & Tram for Serco Middle East, “but our core responsibility is to ensure safe operation and maintenance services of all assets of the Metro system.”

The RTA Safety Awards recognise best safety practices and support for the goals of the Authority’s safety strategy. Through a safety culture of inclusion and engagement, we have achieved all safety objectives for the Dubai Metro in the last five years.

Our passenger safety behavioural programmes are a key contributor. Most recently, for example, our passenger services department ran a campaign to raise passenger awareness and behaviour regarding station safety. Our approach involved various educational engagements with passengers, focusing on key safety messages including how to use escalators, travellators and stairs safely to minimise slips, trips and falls. A series of passenger interviews were conducted to measure the effectiveness of the campaign, with a 93% positive response.