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Transport

Whether heavy rail, light rail, ferries, intelligent transport systems, cycle hire schemes, air navigation services, or more, we are committed to delivering the best performing transport systems.

Building capacity and delivering world leading transport systems

Serco runs the full spectrum of transport systems around the world – from air and sea to road, and with a particular focus on rail. We have the capability to deliver end-to-end solutions, from the design and delivery of new transport systems to turning around underperforming transport services. 

We help governments to overcome urban congestion and maintain vital transport links by providing deep expertise and managing complex transport programmes that deliver reliable performance, build future capacity, and keep citizens and economies moving.

Through a focus on the end-to-end passenger journey, delivery of operational excellence, and the application of intelligent systems and analytics, we are able to design and run more efficient transport services and deliver a better passenger experience.

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Transport in the Middle East

In the Middle East, Serco design, operate, and maintain heavy rail, light rail, and trams; provide airport operations and facilities management; and provide air navigation services that, combined with our other regions, make us the largest non-government operator of civilian air traffic control in the world.

Our experience in rail is unrivalled in the Middle East. We currently operate and maintain all forms including the Dubai Metro, the Palm Jumeirah Transit System, the Dubai Airport Automated People Mover, the Dubai Tram, the Downtown Dubai Trolley System, and the Saudi Arabia North South Railway. We are also currently undertaking shadow operations consultancy services during the design and build phase of the Doha Metro and Lusail Tram in Qatar, a large urban rail development with a combined network of over 220 km when complete.

We have a long history in the delivery of air traffic management services in the region and our extensive capability includes air traffic control, air traffic engineering, safety, training and simulation, strategic planning and program management, meteorological services, IT services and aeronautical information management, and communication, navigation and surveillance/air traffic management (CNS/ATM).  We provide services for the fastest growing airport in the world, Dubai International, as well as Al Maktoum International Airport, Sharjah International, Bahrain International and Baghdad International Airport. We have expanded our airport offering and operate the full range of facilities maintenance services for Terminals 1 and 2, as well as other cargo and ancillary buildings at Dubai International Airport.

Highlights

  • We have a longstanding history in the Middle East where we currently operate 12 Transport contracts, including seven for rail.

  • We have been operating air traffic control in Sharjah and Bahrain since 1947.

  • We provide air traffic control operations at the world’s busiest international passenger airport and home to the world’s largest wide bodied fleet of B777s and A380s.

  • We successfully launched the Dubai Metro in 2009 and now operate the 74.6km metro infrastructure, 435 vehicles and 47 stations. It is the world’s longest driverless metro system.

  • For the Dubai Metro alone we transport over 500,000 passengers daily with an average availability of 99.99% and punctuality of 99.96%. Through continuous improvement techniques, we have introduced 49 significant change initiatives resulting in an overall cost reduction of 20% to the client.

  • For the Dubai Tram we achieve average availability of 99.98% and average punctuality of 99.9%.

  • We commissioned staggered parallel runway operations at Dubai International Airport catering for 1,000+ movements per day.

  • We operate 2,750km of rail for the Kingdom of Saudi Arabia’s North South Railway.

  • We provide a range of critical air navigation services and build domestic air traffic control capacity for Dubai International Airport, the largest international air hub in the world serving 67 million passengers annually and over 125 international airlines, with traffic expected to double over the next five years.

  • We introduced Reduced Vertical Separation Minima across Iraqi airspace to increase airway throughput.

  • We operate the Palm Jumeirah Transit System and have achieved 23% reduction in utilities consumption and introduced a ticket recycling scheme saving in excess of AED6 million for the client.

  • We commissioned greenfield air traffic control operations at Al Maktoum International Airport in Dubai.

  • We are the only transport provider to be awarded The International Standard for Service Excellence (TISSE) from The International Customer Service Institute (TICSI). These have been awarded on the Dubai Metro (4 Star Award) and Dubai Tram (5 Star Award).

  • We have been awarded excellence in HSE Management from Dubai Airports for 95% effective and efficient implementation of HSE management processes.

  • We were the winner of the 2014 International Safety Award from the British Safety Council in recognition of our health and safety commitment in the Middle East.

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The value we bring...

Transferable Global Experience

Serco has global expertise in the design, setting up, operation, and maintenance of heavy rail, light rail, ferry, road traffic, and cycle hire schemes across the globe – from the turnkey operation of the Dubai Metro, one of the top performing metro systems in the world, to redefining a luxury experience on the Scottish Caledonian Sleeper. We are also the largest non-government operator of civilian air traffic control in the world and offer a range of airside fire and rescue services. This means we can share global best practice, as well as tap into Serco’s other cross-sector capabilities and technologies. We have an international Centre of Excellence for Transport dedicated to maximising the benefits of this, made up of some of the world’s leading specialists.

Public Service Ethos

Many of our people have joined us from the public sector and a public service ethos runs through our organisation. We manage and select our people to reinforce the values to which we aspire. We invest in training to help them live those values day-to-day. All of our people are trained, motivated, and empowered to make a positive difference beyond meeting the basic requirements of the contract. We work closely with the communities we serve and employ local staff.

Expert and Empowered People

We employ some of the best transport specialists in the world, in particular in rail and air navigation. As a global employer, we are also able to rapidly recruit and train new teams, share expertise across the globe, and draw in both local and international specialists.

Ability to Test and Innovate

We test and invest in innovative solutions, drawn from insight across all continents. Through the application of new technological solutions such the automation of toll roads, data analytics that predict transport flows, or passenger Apps that enable customer self-service, we can improve the citizen experience and reduce demand on the system.

Citizen-centred, Outcome Focussed

We adopt a passenger-centric approach to design and operation, looking at the end-to-end passenger journey, from journey planning and ticketing to end destination.

Trusted Partnership

We work in strong partnership with our government clients and delivery partners to deliver the very best service. We often work within or as an extension to governments, not just as a contractor. Our international reach and service delivery expertise also means our partners can rely on us in multiple geographies, modes, and opportunities.

Scalable and Customised Solutions

Our dynamic culture means we can deliver a solution tailored to customer needs. Passenger and other services can be rapidly flexed according to demand, for example, we add capacity to meet peaks on the Dubai Metro.

Full Service Integration

We are experienced in every stage of setting up transport systems – from providing consultancy and “shadow” operations through to design, commissioning of infrastructure, operation, and maintenance. We can provide any or every part of the solution. We can also ensure the integration of our transport services with other providers to form an effective network solution.

Strong Governance and Risk Management

Improved corporate standards, organisation-wide training, clear operating procedures, and disciplined management processes help ensure strong governance, risk management, operational excellence, clear accountability, and excellent performance. The Serco Management System defines rules that govern the way we operate. Almost all of our contracts include measureable KPIs by which we track and drive performance.

Contact us for further information on Serco’s Transport services: