March 2015
David Stretch, Managing Director, SERCO Docklands said, ‘North Star’s extensive knowledge of rail services and customer requirements added tremendous value to our planning team and crucially to the excellent travel experience that the Docklands Light Railway provided throughout the Olympic period. They delivered on all of our requirements efficiently and on-time, making them an impactful and cost effective professional service for an event of the highest profile.’
North Star Consultancy helped to deliver a highly motivated and customer aware team of Serco Docklands staff, providing a great travel experience, and detailed contingency planning. Their support helped to deliver a service for 100% more passengers (year on year), 100% fleet availability compared with plan, service reliability performance averaging 99.1% and service departure performance averaging at 99%.
Simon Johnston of the 2012 Light Rail Awards, said, ‘All the judges were impressed by the planning support North Star provided at such a critical time. The award entry really demonstrated the expertise provided and attention to planning required for such a major project.’
Richard Brown at North Star Consultancy said, ‘This was a critical project and we are particularly proud that our expertise in performance, customer service and contingency planning helped the Docklands Light Railway successfully through London’s busy sporting summer and resulted in such a great customer experience. It is also great to know that many of the initiatives will continue to be used for the future.’
We are also delighted that Serco Docklands was awarded Operator of the Year and we would like to thank everyone involved for the opportunity to support the planning of a unique and successful summer in London.
