Public Transport Concierge Service

Providing first-class passenger transport services

Around the world, Serco works in partnership with governments to transform the efficiency and quality of services provided for public transport users. Our services include:

  • Real-time information services (voice, internet, applications)
  • Social media integration
  • Trip planning technology
  • Network maps
  • Journey planners
  • Accessible transport information
  • Station layout directions
  • Lift and escalator status
  • Secure bike and locker hire information
  • Ticketing information and pricing
  • SMS updates
  • Traffic management information
  • Safety and security information
  • Customer feedback services

Our global contracts demonstrate our leadership and experience improving transport services by managing people, processes, technology and assets more effectively. Together we work with our customers and partners to improve service quality, reliability, frequency and access to information in order to improve the end-to-end customer journey.

We recognise the strong drivers for transportation growth and deliver the full spectrum of transport services including operations, maintenance, consulting and quality assurance attuned to growth demands and requirements. We bring fresh thinking, expert knowledge
of transportation systems, a world-class employee engagement program and a suite of innovative integration, technology, commercial and procurement solutions for each customer.

Our results are evident in our performance. We continuously deliver sustainable transport services across our global community.

Our global expertise

Integrated Transport Information Services (ITIS), New South Wales

Since 2009, Serco Australia has provided Integrated Transport Information Services (ITIS) to help people use public transport in and around Sydney and New South Wales regional areas.

Our ITIS contact centre utilises innovative technologies including Interactive Voice Response (IVR), Integration with real time disruption messaging, TTY (teletypewriter – which enables hearing and speech impaired people to use a telephone) and web-chat.

As part of providing critical, real-time travel information to travellers across the state, IVR and text to speech functions are directly integrated with the range of technology platforms that support the Transport for NSW website.

Our technology integration means travellers are alerted to transport issues as soon as they happen and know how their travel plans will be affected.

As well as keeping travellers informed, our innovative approach and digital service transformation provide a more cost effective outcome for the state government.

  • 1.2 million callers assisted
  • 37 million website hits
  • 125,000 commuter feedback comments recorded
  • 49,000 customer forms processed

Dubai, United Arab Emirates

In Dubai, Serco operates and maintain world-class light rail services, characterised by impeccable customer service, operational excellence, and optimum efficiency. Serco provides a ‘turn-up-and-go’ service that is frequent and reliable, with seamless interchanges to ensure hassle-free journeys and friendly, competent, and knowledgeable staff. 

Dubai Metro
Serco provides full operations, maintenance and integrated facilities management for the automated Dubai Metro rail network, covering 75 km of track, 47 stations and 79 trains. Serco delivers first class customer service to a growing patronage that exceeds 550,000 passengers per day. We successfully launched the Dubai Metro in 2009 and, through continuous improvement techniques, we have introduced 49 significant change initiatives that have resulted in an overall cost reduction of 20% to our customer.

In addition to operating and maintaining the metro infrastructure, Serco runs the Operations Control Centre (OCC) and provides train attendants and station staff who support more than 127 million passenger journeys per annum.

  • 99.9 % of trains on time
  • Operating 50 trains at peak times with maximum running speed of 90km an hour
  • 30 million journeys in first 12 months, growing to over 127 million in 2012
  • 2,000 Serco staff delivering world class safety and operational standards
  • Automatic fare collection system
  • Gold and Silver train cars

Dubai Tram
Serco operates the 14.6km Dubai Tram – the region’s first tramway project powered by ground-based electricity. Serco operates a fleet of 25 trains and manages the network’s 17 passenger stations. The Dubai Tram is the first catenary-free tram system outside of Europe, and achieves an average availability of 99.98% and average punctuality of 99.9%.