Dubai Metro

Dubai, United Arab Emirates

September 2009 - September 2021

Serco successfully launched Dubai Metro in 2009 in partnership with Roads and Transport Authority (RTA). Located in the United Arab Emirates (UAE), the Dubai Metro is the Arabian Peninsula’s first urban rail transit system and the world’s longest fully automatic driverless train system. Today the service enables over 200 million passenger journeys per annum with trains running at 99.9% punctuality.

In October 2013, Serco secured an extension to the original five-year contract, which was further extended to 2021 in order to support Expo2020. Route 2020 is a 15 kilometer extension to Dubai Metro’s Red Line and links 7 stations. It features 1 interchange station at Jebal Ali Station, an iconic station at the Expo2020 site, 3 elevated stations and 2 underground stations.

Serco provided full operations, maintenance and integrated facilities management for the automated Dubai Metro rail network and the operations control centres in Rashidiya, Qusais and Jebal Ali. Serco delivered first-class customer service to its growing patronage that exceeded 650,000 passengers per day and maintained 99.9% train service availability and 99.9% train punctuality for the Dubai Metro.

In addition, Serco provided:

• Revenue management of ticket offices
• Control centre operations 
• Engineering works
• Cleaning of stations and other facilities

The Expo2020 station is the largest in the Dubai Metro extension project. Millions of visitors are expected to visit the event and the vast majority will use Dubai Metro’s Route 2020 to get to the venue. The extension will serve densely populated districts inhabited by 270,000 people living and working in The Gardens, Discovery Gardens, Al Furjan, Jumeirah Golf Real Estates, Dubai Investment Park and the Expo2020 site.  Route 2020 is set to provide safe and smooth mobility for visitors of Expo2020 as well as residents of several Dubai communities. It will also serve as a vital corridor between Dubai suburbs and Al Maktoum International Airport in the future.

Emiratisation is a priority for Serco Middle East and is an important pillar of Serco’s Diversity and Inclusion framework. Emiratisation was at the heart of the Dubai Metro contract and a strategic imperative focused at fostering a culture that attracts, retains, motivates and develops Emirati talent. 

Serco’s Emiratisation strategy implements a wide range of development programmes that are fundamental for Emirati talents. We explore industry best practices to build knowledge transfer programmes, develop robust inclusion practices and ensure high potential Emiratis are equipped with the right skills to enable them to operate and manage the Dubai Metro. 

Despite challenges instigated by the pandemic, Serco continued working towards achieving Emiratisation goals and delivered Fursati, the student internship programme, with 13 students across Engineering and IT disciplines. We also launched Qissati Ma’aa Serco, a success story sharing programme for Emiratis to create a sense of recognition and empowerment and to encourage development. We introduced Ma’akum Programme, which are regular check-in interviews with new Emirati joiners after successful completion of 30, 60 and 90 days in Dubai Metro. 

Serco has obtained approval from City & Guilds UK to run Level 2 NVQ qualification for over 90 Emiratis in customer cervice and operations positions. Serco also celebrated the accomplishment of our female Emiratis in the Dubai Metro on the occasion of Emirati Women’s Day and filmed inspiring stories.  

Serco achieved a number of major Emiratisation-related milestones in previous years including reaching our target of 210 UAE Nationals working across the Dubai Metro contract. We’ve launched “Muwazana” which supports individuals who are looking at part-time opportunities. In 2019, Serco had 80 part-time posts filled and conducted 26 open days and assessments in collaboration with MOHRE, Medyaf and HCT. As a result, we were awarded the prestigious “Strategic Partners Award” by HCT Dubai and HCT Sharjah.