We design, deliver and assure high quality customer centric passenger transport services – in railways, ferries and cycle hire. We do this in partnership with our government clients by integrating the best in technology and assets with our people to deliver service excellence, whilst also meeting wider economic and social needs.
Our capabilities
Customer service excellence
We are dedicated to establishing deep customer intimacy, designing transport journeys of the future, and continuously improving the customer experience. We believe that everything we do should add value and create a positive impact for our customers, making their travels more enjoyable and affordable. We believe in pushing the boundaries of what is possible, adopting a customer-centric approach and using technology and innovative people-based solutions to deliver better outcomes.
Lifeline services
What connects our approach and success across our businesses is understanding the impacts and benefits that the service has to the economy and social fabric of the communities we serve. We only operate through locally based teams and we have been very successful in our use of local products and businesses investing in that local community and economy.
Public transport and micro-mobility solutions
Our businesses include NorthLink Ferries, Merseyrail (joint venture with Transport UK), London Cycle Hire, Serco Rail Technical Services, Djurgarden Ferries (joint venture with Stromma) and West Midlands Cycle Hire. In taking over existing operations we excel at both service transformation – modernising the operation improving the service to customers, and designing a service offering from new. This we have done both with Caledonian Sleeper and also in cycle hire where we are the market leader in delivering this as a key part of the public transport network in capital cities.
Assured outcomes
Through a focus on the end-to-end journey and understanding why our customers, passenger and freight, choose the service and access it, we can design the service to better meet needs and consider integration pre and post journey. We prioritise safety and reliability in everything we do, always operating with the assurance that our customers and stakeholders can trust. Choosing the right partners is key enabling us to integrate all the aspects into delivering a high-quality end product to the customer.
Rail Passenger Services
We specialise in understanding the needs of our government clients, users of the transport network and communities served to design and deliver high quality passenger rail services. In Merseyrail and Caledonian Sleeper we have successfully taken a unique approach to always focus on the user in how we plan and operate services – an approach that has resulted in us constantly achieving best-in-class performance in customer satisfaction.
Rail Technical Services
Serco Rail Technical Services builds genuine partnerships and works with you at pace to add value and understand your business challenges. Delivering tailored solutions and services, we add value and enable you to maximise your operational effectiveness to meet the needs of everyone who uses, and depends on, the rail industry.
Cycle Hire
We have designed and delivered the two largest and most successful public cycle hire schemes in the UK, with expert knowledge and extensive experience of partnering with city regions to develop and deliver cycling schemes that enable people to move sustainably and healthily. Our success is founded on bringing the best technology, asset and local partners to deliver the maximum social and commercial value from cycle hire schemes.
Ferry Services
Serco operates ferry services safely, reliably, and sustainably, meeting the needs of local communities while facilitating local travel needs, leisure, tourism, and economic activity. We manage the Northern Isles ferry services between the Scottish mainland and the Orkney and Shetland islands. In Stockholm, Sweden we operate the Djurgarden Ferries with our partner Stromma.
