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DLR YEARS30 OF EXCELLENCE This celebration of 30 years of the is produced in association with Tramways & Urban Transit © 2017

Supplement Editor: Neil Pulling Design: Debbie Nolan Production: Lanna Blyth Commercial: Geoff Butler TAUT Editor: Simon Johnston Inside back cover images courtesy of Express Photo Services/KeolisAmey Docklands; all other images by Neil Pulling unless otherwise stated.

With thanks to the staff of Docklands Light Railway Limited and KeolisAmey Docklands, in particular: Faisal Ahmed, David Arquati, Abdellah Chajai, Dave Collins, Mark Davis, Clare Donovan, Anna Hirst, Sara , Bridget Lawrence, Jon Miller, Geoff Mitchell, Rob Niven, Danny Price, Kevin Thomas, Mike Turner and David West. LOOKING FORWARD, LOOKING BACK

n 1987, the Docklands Light Railway (DLR) Above: TfL’s DLR performing teams work to deliver service excellence opened for service in east . Upgrade Plan every day, and our Community Ambassadors work I This automated, driverless railway has been contemplates the effects with local communities and help people to get around at the heart of the development of the Docklands area on demand of future on the DLR. From arranging accessibility trips, holding for 30 years. Kick-starting the regeneration of the ‘Manhattan densities’ open days in community centres and supermarkets, area, the railway has been the transport backbone for around South Quay. through to attending local events, coffee mornings communities and has been integral to and forums to give travel advice and answer the continuing increase in both residential and questions, they play an important role in bringing commercial populations within the Docklands. communities together through transport. Part of the (TfL) family, in the In many ways, the transformation of the Docklands last three decades the DLR has grown from a one-car has only just begun. Whilst substantial future growth operation with 11 vehicles – covering 15 stations is already planned, the potential to go beyond this over 13km (eight miles) of track and carrying 9m is huge. We want to deliver an innovative, high quality, customers annually – to a three-car operation with high-frequency railway that is the local metro for 149 vehicles serving 45 stations over 40km (25 miles) east London and supports significant housing and of track. It now carries over 120m customers per employment growth for the benefit of all Londoners. year. The first fully-accessible network in the UK and With a bright future to already look forward to, delivering bright, open new stations and routes across the focus is now on bringing more innovation and the east and south east of London, the railway has capacity to the railway. A tender for 43 new trains, helped the metropolis become firmly due to enter service in 2022-23, is underway and the established as the financial centre of the city. has announced a new extension The DLR is by far the busiest operation Danny Price to . Our aspirations do not stop there. in the UK and has become the sixth-busiest railway Planning for the longer-term, we will focus on of any kind in the country. It is one of the greatest increasing frequencies, improving journey times, transport success stories in the world. eliminating in-service asset failures and deploying The DLR runs through five distinctly different smart technology through co-ordinated investment. boroughs: , Tower Hamlets, Newham, While we celebrate 30 years of the DLR and what it and the . It is an integral part has achieved in that time, the next 30 years promise of TfL’s goal of keeping London moving, working and to be just as exciting for this world-class railway. growing, consistently delivering 99%+ service reliability Danny Price in line with the TfL ethos that ‘Every Journey Matters’. Director (Interim) DLR, Transport for London Together with KeolisAmey Docklands (franchise Kevin Thomas operator and maintainer), our passionate and high- Kevin Thomas Managing Director, KeolisAmey Docklands

30 YEARS OF THE DLR 3 HAPPY BIRTHDAYS

et between service information displays Above: Construction vignette of DLR history and its future. The original beneath Heron Quays station is a plaque continues around station’s 2002 replacement passed through a S commemorating a significant event there in the second Heron new office building, yet it is free-standing. June 1982. The landing of Brymon Airways G-BRYA Quays station, built The surroundings may change, but the railway that on the quay relates to two of free-standing within carried 122.27m passengers in 2016-17, with 99% of today’s key parts of London’s infrastructure, neither of an office block. trains departing to schedule, has a longer vision. which then existed. Both went through challenging early years and name changes, yet both would A PERSONAL LONG VIEW emerge recognised for their quality and for their Acting Head of Engineering Geoff Mitchell has been transformative contribution to economic resurgence. with the DLR for nearly all of its 30 years, joining In 2017 the Docklands Light Railway (DLR) and the new system as a signal technician from London each celebrate 30 years of Underground in March 1987. He cheerfully admits that passenger transport. despite having to take a pay cut to make the career A symbolic and technical feat, using a regional airliner move, “I was keen to get out of working nights.” in such a setting substantiated a potential new use of Above all however, he fancied taking on the challenges the economically decaying area. At the north of the that the newcomer offered – “The DLR was, and still peninsula within a long Thames meander, is, a cutting-edge operation,” he explains. the narrow strip about a kilometre in length had played Such was the railway’s isolation at the time, reaching its brief part in aviation history. Like the surrounding the headquarters at Poplar – then with a collection of area, it would soon be covered by tall buildings. temporary offices – involved him taking a from Even before the skyline rose, an infant form of the Mile End station. Although the DLR drew upon proven DLR was already at the centre of the developments. equipment and experience, bringing it together During 1987 the railway and airport (established brought a wealth of interesting challenges: further east in the area) both “The DLR was, “The systems fell over regularly.... just plugging welcomed their first passengers. In 2005, and still is, a in appliances could blow the breakers and the now mature railway, as a part of the then everything would stop.” It was not only Transport for London (TfL) network, opened cutting-edge maintaining the service that caused concern, an interchange with what had become a as Geoff recalls: “Early on there was a lot of substantial international airport. Now about operation.” bad press and scepticism about the DLR just two-thirds of its passengers use the DLR for GEOFF MITCHELL being for the ‘yuppie’ parts – being something access, in one of the UK’s great air-rail success ACTING HEAD OF that was serving just the few – but it really has stories. Heron Quays station holds a further ENGINEERING, DLR regenerated the place overall.”

4 30 YEARS OF THE DLR Above: A view showing When Geoff joined the DLR “it seemed like a little the busy nature of system,” but it soon became clear that the the modern system, hybrid format was set for greater things: “It didn’t take including all types of long for the word to get around that we were going current rolling stock. to extend.” Some original installations like stations on the Poplar – Stratford line and many distinctive Left: An aviation feat lineside features like docks and historic churches commemorated below remain. However, it is change that has permeated the service information DLR: “This area is an amazing place in which to work. displays at Heron Quays It’s been a very exciting time – like bringing it from DLR station. 11 trains to today’s big fleet. I’m proud to have been part of it.” Below: The DLR has served London City THE BEGINNINGS Airport since The railway that Geoff Mitchell and many long-serving December 2005. colleagues joined was created for a purpose that has become easy to overlook, forming part of an extreme example of changing land use in a developed city. The enclosed commercial docks built since the early 1800s became part of the world’s biggest freight port but a shift in global trade followed World War Two, during which the east of London suffered badly. Bigger ships, containerisation and efficient handling by coastal facilities such as those at Tilbury and Felixstowe later both drained away trade and removed workplaces. Approximately 150 000 jobs disappeared from docks areas on both sides of the Thames in the decade up to 1976. Dereliction following closures from the early 1980s was most keenly felt by residents, many of whom lived towards the Isle of Dogs’ southern end. Not only were jobs disappearing, but there remained a dearth of public transport, despite there being only about 5km (three miles) between the old West India Docks station (closed in 1926) in Poplar and the Bank of . The UK Government set up the Development Corporation (LDDC) in 1981 to initiate and support measures for reviving a cross-borough area of about 22km2 (8.5 square miles). Most dock basins north of the Thames would be retained as features around which developers would have to ➡

30 YEARS OF THE DLR 5 Engineering Excellence

Above left: A pre-Canary Wharf view from a train heading from Heron Quays towards the original station in 1989. – Strategic and Technical Above right: An Initial Railway amendment, the original, but not originally as planned, Canary Wharf station. work, including for transport. From what in retrospect single trainsets providing eight services per hour in seems very fast decision-making, LDDC supported a each direction on the two routes. new rail-based system of two routes connecting the Delivering all this within a GBP77m budget limit We provide: Isle of Dogs with London’s extant transport network. was helped by the LDDC’s land powers and access to Three arms of mainly double-track would meet abandoned or imminently available railway land. • Engineering and whole-life asset strategy at North Quay, close to the Poplar operations and At the same time bold yet cautious, an overtly maintenance centre. Later remodelling of the original modern, standard gauge (1435mm) light metro flat delta junction was instrumental in improving the format was devised that mainly drew upon existing • Incident investigation flow of DLR services. technology. Ridership estimates were based upon the From Poplar tracks would extend west via movement of local residents and a relative few who • Performance management (previously East) station to an would come to new small business ventures. As such, elevated terminus titled Tower Gateway. Just around just 11 tram-like vehicles were ordered. • Technical and safety assurance the corner from the Tower of London, it was however Using a mainly segregated right of way, elevated very much at the edge of the City financial area. tracks with some short-radius curves, and closely- • Systems engineering From Poplar the line would run southwards to the spaced stations, would bring flexibility and high Thames bank at . An earlier means of visibility; a peoplemover impression was heightened connecting people with work, a foot tunnel under the Above: HM Queen by using automatic train operation controlled from a • Interim management Thames between here and Greenwich had opened in Elizabeth II at the remote centre. Unlike the Underground’s , 1902. The north-south route via Poplar would extend opening of the a pioneer of automatic operation in 1968, Docklands to Stratford, an important if then dowdy location revolutionary driverless onboard staff (initially titled Train Captains and later providing main line and Underground connections. railway, 30 July 1987. Passenger Service Agents/PSAs) would have a role We understand the challenges of running a modern The expected weekday schedule assumed the use of Courtesy of TfL not wholly concerned with the train’s progress. Ahead of UK legislation and an industry first, railway. Visit our website www.xantarail.com the system provided step-free access. With few exceptions, lifts and/or ramps became the standard for more information and client testimonials supplements to stairs – in time, increasing demand would make escalators at some stations more suitable. About two-thirds on old railway alignments, the 12km (7.5 miles) and 15 stations of the ‘Initial Railway’ branded as Docklands Light Rail was created between 1985 and 1987. It was delivered under a 1984 contract by a consortium of Construction and electrical engineers GEC. With construction underway, funding was secured for a separate plan to develop the north of the Isle of Dogs as a new commercial centre with an emphasis on finance. Taking the name of a site previously used for handling imported produce, the Canary Wharf works begun in 1988 included One , for 20 years the UK’s tallest building. The DLR went into normal, if sometimes unpredictable, public operation after being opened by Her Majesty the Queen on 30 July 1987. During the first year, when 6.7m passengers were carried, work was already in hand to increase capacity ahead of the demand from forthcoming commercial premises. The new DLR remit did not subvert the original purpose, for the service to local residents has endured The DLR used the London and Blackwall Railway viaduct near , and expanded, but the railway had already become an originally the Regent’s Canal Dock used for commercial trade. enabler of wider activities. Xanta Limited 1st Floor 130 Fleet Street London EC4A 2BH Tel: +44 (0)20 7583 4500 www.xantarail.com

6 30 YEARS OF THE DLR

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Xanta JULY 17 Press Ad AW.indd 1 23/06/2017 16:12 EXPANDING THE DLR’S ROLE AND REACH Left: The two platforms at Bank station are the busiest on the DLR.

Right: To the right is the DLR’s steepest gradient, being 6% near the separation of Tower Gateway and Bank tracks. It is now being built over, effectively extending the Bank tunnels.

Below: Canary Wharf station in November 2015. The emblems are part of TfL and KAD’s support of the Royal British Legion’s national Poppy Appeal.

s well as ordering new rolling stock and In readiness for DLR expansion, a new main depot creating enlarged maintenance facilities, work and works were built on the former gasworks A began for handling trains consisting of two sets site, the nearest station being Gallions Reach. while structural upgrading and extending platforms During low service times and with bi-directional began. Demand forecasts for Canary Wharf were capability allowing single-line working, track here soon obsolete and the original plans were replaced. remains used for ‘main line’ testing. The outcome of this was essentially the station of Although just 4.2km (2.6 miles) long, the Lewisham today, the biggest on the system. Better connections connection, including a new Thames tunnel that and more capacity at the City end were also needed. opened in November 1999, pointed to the DLR’s Contracted before the first DLR public services, flexibility. The section included reconfiguration “Bank station work began on two 1.3km (0.8 miles) single-bore south from a new Mudchute station, leading handles more tunnels extending from a new junction near Tower to a new underground route and station at Gateway to Bank. Not only the traditional City Island Gardens. The original viaduct and passengers hub, below ground at Bank is one of the London buildings were abandoned, the station site than any other Underground’s main interchanges and thereby linked being redeveloped into residential blocks. with London’s scatter of termini for routes. Interchanges at Lewisham and Greenwich main on the DLR At the lowest level of Bank station, the separate arrival line stations gave commuters easy access to ➡ system.” and departure DLR platforms handle more passengers than any other station on the system. On 28 April 2017, a normal working day, 53 400 boarded here. Bank was the first of the four DLR stations (all below ground) with a permanent staff presence. The original GEC fixed block signalling could not handle the new requirements, leading to replacement by a new system. Changes like these and structural upgrading on a newly-operational railway did little to help the service dependability, but nevertheless a pattern of constant change was set early on in respect of the area covered, the customer base and technology that was employed. In March 1994, an 8.3km (5.2-mile) eastern extension was opened which from the outset had the newly-installed Alcatel (later Thales) SelTrac moving block system, supplemented by fixed block axle counters. The line went from Poplar via Canning Town, running on the north side of the Royal Docks.

8 30 YEARS OF THE DLR Left: Beckton terminus opened in 1994.

Right: Added to the Poplar-Stratford line, street-level Langdon Park opened in late 2007.

Below: Introduced with the Lewisham opening in December 1999; cross-platform main line interchange at Greenwich.

DLR DEVELOPMENT

ROUTE OPENED Tower Gateway – Stratford – Island Gardens August 1987

EXTENSIONS Bank July 1991

Beckton March 1994

Lewisham November 1999

London City Airport/King George V December 2005

Woolwich Arsenal January 2009

Stratford International August 2011

30 YEARS OF THE DLR 9 Left: DLR’s presence at Stratford; the low-level platforms use the former Line alignment.

Canary Wharf and the other opportunities emerging DLR that runs on the former in east London. The DLR already attracted users by surface alignment. It uses Stratford’s low-level virtue of novelty, yet having historic Greenwich join platforms, set between the large bus station and the the system arguably marked the start of the railway’s ’s terminus that opened in December now considerable leisure and tourism role. 1999. Despite its name, Stratford International is for A stage in Canning Town’s emergence as a key domestic railway services. With the DLR, interchange, a new junction for a line mainly using it serves a still developing district which is adding to viaducts went south-east, with King George V station housing initially created for Games use and the huge reached by way of London City Airport in December Westfield shopping complex. A clear 2005. From there and adding another Thames tunnel outcome of transport investment, Stratford is one of and main line interchange, Arsenal became London’s most changed areas, with the process far the line’s terminus in January 2009. from complete. Triggered by the July 2005 announcement that A rarity in having street-level platform access, London would be host city, the 2012 Olympic and Langdon Park station was a December 2007 addition Paralympic Games saw major changes to the DLR. between Stratford and Poplar. The first Pudding Mill Below left: South of the Through the widely-lauded manner in which the Lane station had been added on the same line in original site, a much railway performed during the events, the Games would 1996, surviving until April 2014 when the site was bigger Pudding Mill also become an operational reference point. Due to handed over for works. Funded under that Lane station opened in the DLR’s coming pivotal role, the Olympic Delivery project, the replacement is a much bigger structure. April 2014. Authority part-funded capacity enhancements. At present it is lightly-used except during events at Implemented between 2007 and 2011, the project to the nearby London (former Olympic) Stadium, the Below: Stratford make the whole system usable by three-car trains is home of football team United from the International DLR amongst the DLR’s most important developments. start of the 2016-17 season. Pudding Mill Lane is station during the 2012 A much-enlarged fleet and Beckton depot upgrade however one of several DLR stations with nearby Paralympic Games. was included. This included a new, state-of-the-art developments that will substantially increase demand. Control Centre at Beckton which opened in February The station is on an extended double-track section, 2012, becoming the principal installation. The Poplar although space restrictions mean that some control centre was a backup during the Games and single-track remains on either side. maintains this capability, taking over system control The Lewisham, Airport and Woolwich projects for a short time at roughly six-month intervals. had each been built and maintained as “The 2012 Stratford main line station’s original DLR presence concessions. With prevailing conditions making Olympic and pre-dated thoughts that the area would one day deals financially advantageous, the last two host the world’s greatest sporting event. The original were bought out by TfL in 2011. There was no Paralympic high-level DLR terminus at Stratford’s main station mechanism for a buy-out of the Mudchute Games saw was resited and enlarged. The later low-level route – Lewisham section; this remains with City added capacity and more interim stops than the Greenwich Lewisham Rail Link Plc until the major changes Underground’s Jubilee line which shadows the contract ends in 2021 and it passes to TfL. to the DLR.”

10 30 YEARS OF THE DLR HANDS ON THE DOCKLANDS TILLER

lthough Docklands Light Rail had its own The KAD joint venture is 70% owned by international Above: Beckton separate identity, it was initially run by transport operator , with the balance held by is the main depot A London Regional Transport, the TfL Amey, an international consultancy and supplier of and maintenance predecessor. National government was however keen infrastructure support services. facility for the DLR. to ally the service to the area’s particular needs and Of undoubted benefit, KAD’s bid was able to draw Significant changes in 1992 moved its management to LDDC control. upon Keolis’ involvement with other automatic transit will be required for It performed that role until the present framework systems such as metro, and VAL the longer trains due came into force in April 1997, the year before LDDC metros, 11 French light rail operations and others such from 2021. was wound up. as and Porto. At the time of the bid, its Express Photo Services/ A new government requirement was for the railway British presence included a role within the KeolisAmey Docklands to be operated and maintained as a franchise, Nottingham LRT concessionaire (and operator of awarded through competitive tender. Backed by the the Nottingham Express Transit network) and a British outsourcing conglomerate , some DLR 35% share in heavy rail franchises. Amey managers as Docklands Railway Management Ltd already held contracts with TfL and . became the first franchisees. Upon buying all of the KAD administration is centred on the DLR Poplar site shares, the franchise holder became Serco Docklands in ‘The Hilton’ building, a wry nickname held over from RUNNING Ltd. A further contract and extension from 2006 saw early days in less substantial premises. THE DLR Serco run the DLR for 17 years. Another KeolisAmey consortium has subsequently Announced in July 2014, TfL’s Docklands Light been awarded the operations and maintenance The approximate KAD Railway Limited (DLRL) subsidiary awarded contract for the Metrolink light rail system. staffing composition is: KeolisAmey Docklands Ltd (KAD) the franchise Engineering 315 for a period from 7 December 2014 to 31 March 2021. There is an extension option until October Service Delivery 490 2023. In 2015, TfL stated that ‘the new franchise (including 340 PSAs differs in some respects from the former one, with and station staff) the most significant changes being rationalisation Support Services 60 of some of the maintenance responsibilities and revised contractual mechanisms for measuring and managing performance.’ TfL owns the DLR assets, is responsible for capital replacements and Left: Métro de Lyon is the designated Infrastructure Manager under line D, one of Keolis’ the Railways and Other Guided Transport Systems earlier automatic metro (Safety) Regulations 2006. operations.

30 YEARS OF THE DLR 11 Below: The Emirates Air Line opened in June 2012. Spanning the Thames and DLR AROUND THE DLR Woolwich line, it has its northern terminus near Royal Victoria on the Beckton line.

All DLR stations have step-free access Improvement works to track and stations may affect your journey. The first and last two sets of doors on three-carriage trains will not open at these stations. DLR routes from train to street Check publicity in stations, visit tfl.gov.uk or follow @TfLTravelAlerts Please use the centre of the train

Fare Zone Fare Zones Fare Zones Fare Zone Royal Prince Beckton Gallions 1 2/3 2/3 3 Victoria Regent Park Reach Stratford Stratford Ë High Street Abbey Road West Ham Ë Emirates Custom House Royal Cyprus Beckton Air Line for ExCeL Albert Fare Royal Docks Bank 320m Zone Ë Stratford Bow Church District International Hammersmith Star Lane 4 Central & City Circle Central Pudding District Devons Road Jubilee Canning District Bow Road 320m West Pontoon London King Woolwich Jubilee Mill Lane Town Arsenal Northern Overground Hammersmith Dock City Airport George V Ë Waterloo & City & City TfL Rail Bow Road 320m East India ËCannon Street Langdon Park 250m Jubilee Tower All Saints Blackwall Fare Zones Gateway Fare Zone 2/3 Circle Poplar 2 Tower Hill 150m Overground Limehouse Ë Westferry 50m Canary Heron for Maritime District West India South Elverson Tower Hill 150m Quay Wharf Quays Quay Mudchute Greenwich Greenwich Ë Road Tower Pier Ë Fenchurch Fare Zone Street Crossharbour Island 100m Jubilee Jubilee Greenwich Lewisham Ë West India Quay 200m Canary Wharf 75m Gardens Pier Bridge 2 not served by trains from Bank towards Lewisham

Part number 28124/402 06.17

12 30 YEARS OF THE DLR Above: Passing Arena, although the huge venue is actually on the other side of the Thames.

Above Left: TfL Bus, Underground and DLR services converge at Canning Town.

Left: Beckton depot is the site for major vehicle overhauls. S. Johnston

All DLR stations have step-free access Improvement works to track and stations may affect your journey. The first and last two sets of doors on three-carriage trains will not open at these stations. DLR routes from train to street Check publicity in stations, visit tfl.gov.uk or follow @TfLTravelAlerts Please use the centre of the train

Fare Zone Fare Zones Fare Zones Fare Zone Royal Prince Beckton Gallions 1 2/3 2/3 3 Victoria Regent Park Reach Stratford Stratford Ë High Street Abbey Road West Ham Ë Emirates Custom House Royal Cyprus Beckton Air Line for ExCeL Albert Fare Royal Docks Bank 320m Zone Ë Stratford Bow Church District International Hammersmith Star Lane 4 Central & City Circle Central Pudding District Devons Road Jubilee Canning District Bow Road 320m West Pontoon London King Woolwich Jubilee Mill Lane Town Arsenal Northern Overground Hammersmith Silvertown Dock City Airport George V Ë Waterloo & City & City TfL Rail Bow Road 320m East India ËCannon Street Langdon Park 250m Jubilee Woolwich Arsenal Pier Tower All Saints Blackwall Fare Zones Gateway Shadwell Fare Zone 2/3 Circle Poplar 2 Cutty Sark Tower Hill 150m Overground Limehouse Ë Westferry 50m Canary Heron for Maritime District West India South Elverson Tower Hill 150m Quay Wharf Quays Quay Mudchute Greenwich Greenwich Ë Road Tower Pier Ë Fenchurch Fare Zone Street Crossharbour Island Deptford 100m Jubilee Jubilee Greenwich Lewisham Ë West India Quay 200m Canary Wharf 75m Gardens Pier Bridge 2 not served by trains from Bank towards Lewisham

Part number 28124/402 06.17

30 YEARS OF THE DLR 13 DAY-TO-DAY ON THE DLR AD is responsible for the operation of all Above: Cutty Sark “A key factor of the DLR’s success is our people, who services and the maintenance of vehicles, has very high levels demonstrate great passion and pride in what they do K assets and infrastructure; it also manages of leisure and tourism every day. One of the strengths of the DLR is being subcontracted functions including cleaning, catering demand. vertically integrated; as all of us work within the same and security. To run a normal weekday service, KAD Express Photo Services/ organisation, we are masters of our destiny in terms uses about 170 PSAs and 50 trains; these usually KeolisAmey Docklands of what we deliver. We don’t have to rely on, nor can comprise 31 three-car and 19 two-car formations. we blame, other organisations.” With necessary spares, every day peak services rely on This sense of purpose is also fostered by the 137 vehicles. To minimise stock movements and issues tightly-defined remit under which the contract works: stemming from coupling units, formations are kept “TfL is a highly demanding client with big aspirations. together as much as distance-based maintenance or They want it to be a good experience for customers failures allow. Trains are despatched from depots when passing from mode to mode. One of the key (around 60% Beckton, 40% Poplar) from 04.40. differences that KAD can provide is the range of people Running as empty stock, the first to operate over a within the organisation; we are able to utilise resources given stretch are ‘sweep trains’ with PSAs reporting as within our parent companies, which is not only cost- necessary on-track conditions. All trains are due back effective but also gives us a breadth of international in their respective depots by 01.38 the next day. expertise.” This process feeds the other way, with the Like most of his colleagues, KAD Managing Director KAD team making contributions to the successful Kevin Thomas was previously with Serco on the DLR KeolisAmey Metrolink bid to run Manchester’s light franchise. He became Managing Director in January rail system for ten years from July 2017. 2013 after serving as Engineering Director. Before KAD’s Managing Director fully appreciates that that he was with Serco’s and Northern Rail sustained high service levels need high inputs to operations and also served a period as Engineering further improve the ratings; good performance will Director with . He did not find also often go unremarked, becoming an expectation moving from light rail to heavy rail was a major shift, for regular users. Referencing seemingly small but he does identify a cultural difference, possibly “A key factor fluctuations in frequency or journey times, he through close customer contacts on the DLR and observes “it’s the differences that passengers the relatively small geographical area covered. of the DLR’s notice.” This susceptibility is heightened when, There was no shadowing as part of the at least in the short term, resources are fixed. handover during this first-ever franchisee change, success is our The train fleet is no now bigger than it was he recalls: “One of the biggest things we had to people.” in mid-2010, since when demand has risen deal with were people’s concerns over the future significantly (2010-11, 78.3m passenger of the job and any changes to working conditions. KEVIN THOMAS journeys; 2016-17, 122.3m). “We’ve never had On day one, pretty much everyone moved over. MANAGING DIRECTOR, KAD crowding like we have now. The peaks are very

14 30 YEARS OF THE DLR Left: Replacing a plan to route the Beckton line further north, a long viaduct spans the and the East India Dock Basin, now a park and nature reserve. A full three-car unit is over 80m in length.

clear, and there’s still capacity at other times, but the ‘shoulder’ times between extremes are getting longer.” THE FRANCHISE IN ACTION The franchise agreement is central to TfL’s relationship with the franchisee. All revenues go to TfL, with the franchisee receiving a fixed fee and score- dependent additional performance-related payments. Penalties apply for a range of service shortfalls against targets, with key areas including vehicles available for service and waiting, departure and journey times. If the operator believes that sub-standard performance is attributable to an external factor, a ‘Quality Exclusion’ can be applied for – if accepted, the penalty is not applied. Examples of this include a road bridge strike, track encroachment or something attributable to another operator in a shared location (as at Bank Underground and ). The operator has to provide DLRL with live access to any data gathering mechanism, although the onus is on the franchisee to report fully to the client. There are severe penalties should any unreported or misreported information later became evident. Based on around 1000 samples per month by TfL, scores on the Customer Satisfaction Survey (CSS) have great standing. CSS monitors six categories: Overall Satisfaction, Cleanliness, Train Service, Service Information, Personal Safety and Staff. It is a representation of how the service is performing and also of how it is perceived by its users. The CSS is also linked to payments under the franchise. The figure for the year 2015-16 was 89 and a 90 score Above: Track doubling increased around the new Pudding Mill Lane station. was attained during 2016. Sustained 90 performance The background conveys the continuing transformation around . has become the aim, derived from customers consistently scoring the service nine out of ten. These are the kind of customer satisfaction figures most transport operators can only dream of. Given the minutiae of the agreement, its management involves intensive data gathering and analysis. Independent of any departments being assessed, KAD Franchise Manager David West works with two staff covering operational aspects and two for customer-facing activities. Much of their output converges on the walls of KAD’s Visualisation Room where graphical representations are used to gauge ‘the health of the business’. More so than on a computer screen, collectively this gives at-a-glance comprehension of complex issues. Daily meetings review the previous day’s operations and performance levels. Between 15 minutes and an hour long, these meetings are a KAD function, The start of Elizabeth line services is forecast to bring at least temporary although they welcome a TfL presence. reductions on loadings at the busy Woolwich Arsenal DLR station. David West believes that there has been a return Express Photo Services/KeolisAmey Docklands to the type of focus on performance that had ➡

30 YEARS OF THE DLR 15 abbreviated into a pronounceable acronym as SEED. Similarly they are also well-placed to ‘Think like a passenger’ as per the corporate Keolis philosophy, usually being the first point of contact between the service and its users. Their revenue protection role (long-term target of 25% of tickets being checked) doubles as a friendly ice-breaker conversation, being a good way of spotting any passenger concerns or queries. Train configuration means that the PSA needs to move between vehicles as the journey progresses, a difficult process during peak loading. As the DLR is virtually barrier-free, extra revenue protection is provided by travelling teams, a contracted-in role. PSA oversight aboard trains, and their latent capacity as an initial incident manager, has discreetly risen in importance. In a measure welcomed by many, there has been a voluntary trial use of body-worn cameras. Around 10% of the PSA’s time is likely to be taken up with ‘non-automatic driving.’ They oversee train movement from the control panel within depots and when starting or completing service. They are also Above: Maintenance been a hallmark of the Olympic Games-related likely to do so when platforms are crowded. Within a on the DLR can be an service. Initiated as a way to add value beyond the context of low safety risk levels on the DLR, around intensive process. contractual relationship, in November 2016 both one-third involve the train-platform interface. As the Work is undertaken DLRL and KAD individually achieved accreditation DLR has no platform-edge doors, potential exists for near All Saints, an area with British Standard BS1100 (Collaborative Business sudden obstructions in front of an oncoming train, with storage sidings Relationships); subject to monitoring visits, the perhaps a person fainting or an unthinking scramble (left background) for three-year status recognises the structured approach after a dropped mobile phone. The PSA can apply nearby Poplar depot. for TfL and KAD to work collectively and effectively. brakes in circumstances that automatic control may Express Photo Services/ Learning from past events, technical knowledge not immediately detect. They will also ‘drive’ if notified KeolisAmey Docklands and proven remedies converge in the Disruption of people likely to be present within track boundaries, Management Plan – based around 20 scenarios, as for engineering workers or trespassing. When at the the plan is a system-wide manual of how to respond controls in passenger service, the PSA carries out door consistently and comprehensively if problems arise, checks with reference to the large mirrors at stations, leading to a service recovery. as opposed to direct observation from a train door. There is a range of measures that support, The PSA is important in avoiding penalties safeguard or otherwise enhance the service beyond incurred under the franchise. The timetable is in the basic tasks of operation. Meet the Manager part maintained by controlling station dwell times sessions are a long-standing practice, similarly and, allowing the train to start, safe but prompt door the role of Community Ambassador. These staff closure. Other examples in the payment regime close make contact with those living in proximity to DLR to the PSA’s work are directing remedial attention to stations, their work often being face-to-face at the appearance of stations, looking out for items such events where they explain how best to use the as illumination and audio systems, graffiti and litter. service, give safety talks in schools and promote September 2016 saw the soft launch of the PSA the help available for those with particular needs. Personalised Announcements policy, building to Passenger Service Introduced by KAD, Customer Action Team members standard practice by February 2017. This stemmed Agent Bridget Lawrence travel around the system, often being on stations to from the PSAs who sought more individuality in has been with the DLR offer help or guidance. addressing customers through the audio system. long enough to have A joint initiative between KAD and East London NHS Topics covered may be the weather, the service originally been a Foundation Trust, the award-winning Back on Track state, the destination or simply a welcome onboard. Train Captain. project addresses mental health issues as they might Such is the initiative’s success, customer feedback Express Photo Services/ be manifested around the railway. The aim is to assist showed the announcements as having ousted the KeolisAmey Docklands those with difficulties, being part of rehabilitation and view from train ends as the long-held most enjoyed community integration. Community Ambassadors feature of DLR travel. A palpably ‘live’ human voice and other staff, totalling around 300, have received also highlights that there is a staff member onboard – training by health specialists to deliver Back on Track. surveys had indicated that about half of all passengers were unaware of this. Through their acquired working PSAs: GETTING PERSONAL knowledge across the system and interpersonal skills, Within normal seven-hour shifts, the 284 Passenger PSAs have become a talent pool when seeking to Service Agents (PSA) are organised and managed make appointments in other fields. as eight teams; of their duties, some are very tangible with others being more abstract. The PSA TRAVELLING WITH DLR role is peculiar to the DLR. New entrants have a Year-round except for Christmas Day, the DLR runs Areeb Shah is one of nine-week training programme, followed by overseen between 05.30 and 00.30 Monday-Saturday and the 284-strong army of working which leads to signing off for solo work by 07.00-23.30 on Sunday. Intervals vary between two PSAs working across the twelfth week. minutes during peaks, up to ten minutes for off-peak the DLR network. By virtue of direct public contact, the PSAs are and weekends. The control system allows for Express Photo Services/ at the forefront of the shared DLRL and KAD vision closely-spaced trains, something evident during KeolisAmey Docklands of ‘Delivering Service Excellence Every Day’ – peak hours where routes overlap.

16 30 YEARS OF THE DLR Planned changes, such as for maintenance or Above: The 2009 Tower EXPERT SUPPORT rebuilding, are notified in advance through the TfL Gateway rebuilding website and social media, also through station audio assumed separate entry Xanta Limited is one of the expert consultancies and posters. TfL also takes space in the general press and exit sides of a single that DLR and its parent turn to in for such purposes, as well as for special arrangements track, a distinction supporting its teams. It is once again – for the to support major events. Of these, the annual London often ignored by third year running – producing and delivering the Marathon brings particularly heavy demand to the passengers. ‘10 Year Plans’, London Rail’s asset investment DLR. Short-notice amendments are handled through planning for a rolling decade. Deploying the the most appropriate channels. Top right: The DLR is same established consultants from its Fleet The DLR is part of TfL’s zone-based, cross-mode Street offices, Xanta is visiting and interviewing fare structure. Only Bank and Tower Gateway are mainly barrier-free, with a trust system the various modes (DLR, Overground, London within Zone 1, with Woolwich Arsenal the only station and Emirates Air Line) as required. in the DLR’s most outer reach, Zone 4. Introduced in backed up by onboard and station checks. In a further recent competitive tender award, June 2003, stored-value Oyster cards (which can Xanta was successful in winning Phase 1 of a include passes and ) and contactless programme to look at a suite of tram standards payment cards have contributed to paper tickets Above right: Demanding for the DLR as well as and maintenance instructions, referencing good having a comparatively minor take-up. Options and best practice elsewhere in the tram and including recommendations for the most economic for runners, the is the busiest guided-mode industry. Xanta is hoping to go fare type can be found on tfl.gov.uk. For passengers further and continue to support the development single annual event for wanting to know more about their surroundings, of improved standards and Task Instructions. the railway. DLR audio route guides can be downloaded from the Xanta continues with its other work for website. Within the published conditions, cycles are Express Photo Services/ KeolisAmey Docklands TfL’s guided modes, as well as other UK tram carried and no restrictions apply to mobility scooters. systems, covering technical studies and With routes overlapping on the system’s 40km analysis, assurance, planning and investigations, (25-mile) network, trains are identified according to and is also supporting origin and destination. A new version of the DLR map through the provision of IRSE-licenced staff for accentuates the distinctions according to the main signalling maintenance and project activities. service pattern: Contact Xanta Limited on +44 020 7583 l Bank – Lewisham 4500 or by emailing David Crawley l Bank – Woolwich Arsenal ([email protected]) or l Stratford International – Woolwich Arsenal Matthew Regan l Stratford (high level) – Canary Wharf, some (matthew.regan@ extending to Lewisham xantarail.com). l Tower Gateway – Beckton

30 YEARS OF THE DLR 17 A LONG WAY FROM THE ‘FUNNY LITTLE TRAINS’ ecollections of the DLR’s early days often feature allusions like ‘a funny little train’, for R the originals were palpably smaller than ‘normal’. Such memories also reflect the initial use of single vehicles. The configuration of all LRVs has been two articulated sections, variously represented as a coach or car when describing formations to the public; bi-directional, each totals 28m in length and is 2.65m wide, with four double-leaf doors on each side and emergency use end-doors. Concealed driving controls leave both ends available for passenger seating, a feature still reported as a big plus in passenger feedback. Until recently, a mixed seating layout including transverse facing bays was standard. The first two classes had a short working life in London, becoming incompatible upon the addition of tunnels and the signalling changes. More economic to replace than modify, the German Linke-Hofmann- Busch P86 (01-11) and British BREL York P89 (12-21) were sold to Essener Verkehrs-AG (EVAG). Changed to overhead supply and with driver cabs fitted, they remain active on ’s Stadtbahn lines, including street-running as ruled out in early DLR planning. a particular issue: one pair may be isolated once in Above: B92 75 at West Designation follows the London Tube stock service, but no vehicle may be released into service India Quay in 2010, as convention whereby the expected first delivery year with such a fault. Heavy maintenance is carried out rebuilt for two-car use. (not necessarily actual) is denoted, plus a letter for every four years, with full disassembly every eight. The three-car project the nominal depot. Then the only such location, P in In addition to increasing the number of maintenance further reduced the P86 and P89 meant Poplar. Subsequent classes have technicians, extra measures were implemented to distance to Canary B for Beckton. Except for numbers redeployed from address equipment deterioration. Wireless information Wharf, now about 200 the stock sold, numbering is sequential by build in the transfer enables real-time monitoring of aspects of metres. 149-strong fleet. In service from 1991, B90s (22-44) vehicle operation such as compressors not running built in Brugge, , overlapped with the outgoing or running for too long, similarly for door components. Above right: A Beckton- P89. The newer trains slightly expanded the proportion Indicating the probability of imminent failure can bound B07 formation of standing space, having 70 seats in the 284 capacity. also save time by directing technicians straight to between Canning Town The B90 manufacturers were taken over by the problem. and Royal Victoria; lead Bombardier, which has remained DLR’s sole train With the next generation of stock on the horizon, car 125 is one of the supplier to date. More orders followed as demand rose B92s will have one more cycle of the four-year heavy tranche of deliveries and the system expanded. With two cars becoming the maintenance regime, but some have already had part-funded by the standard formation, types B92 (45-91) and B2K (92-99 their last maintenance involving full disassembly. Olympic Delivery and 01-16) were added up to 2002. All have been For the same reason, the type will not have seating Authority in preparation refurbished. Collectively termed B92, these classes revisions. This is confined to B07 stock, conversions for the 2012 Games. can work in multiple, but not with those that followed. by contractors at Beckton taking 3-4 days per vehicle. Entering service in 2008, B2007 (or B07) vehicles The number of seats and transverse outer-end built in Bautzen, Germany, brought a new body outline seating remains, but to improve standing space and and livery revisions – the black end panels eventually movement, the rest are longitudinal. becoming standard across the fleet. There were two The new DLR rolling stock requirement was formally builds, 101-124 (owned by leasing company Pittville) launched in May 2017. Exploiting SelTrac capabilities and 125-155. The B07 brought lower maintenance and and recasting the timetable has yielded extra capacity greater reliability, now being around half as likely to be over the years, with about 12% added since 2014. removed from service than the B92 group. Doors are Although such measures are not exhausted, the

Far left: Former Docklands P89 12 and P86 02 – now EVAG Stadtbahn stock – on Turfstrasse, , in August 2016.

Left: Seat revisions and changed floor use as applied to B07 trains.

18 30 YEARS OF THE DLR limiting factor has increasingly become the number and size of trains available. Much publicity was “OUR PASSION IS SERVICES attached to running three-car trains from 2011, but as demand rose this practice became seen as counter- DELIVERING YOUR EC&I Design productive. More space at the busiest times in the FULLY TAILORED Control Panel Manufacture right places could be made available by running more trains, even if of necessity some would be two-car SOLUTION” EC&I Site Installation formations. The increased frequency also brought Inspection & Testing the advantage of lessening platform crowding. Commissioning Having more but some shorter formations could not fully solve the capacity issue, but it has made better use of resources pending a decision on extra stock. SECTORS The business case for replacing almost two-thirds Nuclear of the current fleet included that the B92 group is nearing the end of its design life. The replacements THE EXPERTS IN THE DESIGN, Power Generation will break with the configuration used since 1987 as MANUFACTURE & INSTALLATION Pharmaceutical platforms had been lengthened according to vehicle lengths, finally yielding the approximate 90m standard. OF ELECTRICAL, CONTROL Oil & Gas Rather than perpetuate the evolved condition of using & INSTRUMENTATION SYSTEMS Rail/Transport coupled sets, TfL has decided that long, single, walk- through vehicles offer distinct advantages. By having no redundant ends or couplings, about 10% more floor space will be added over a three-car train. TfL specifies that the trains will feature clear outward views including LCA Controls the ends, real-time information systems, mobile device charging and, a first on DLR, air conditioning. Unconvinced of the net financial justification, Wi-Fi is not specified. The Mean Distance Between Service Affecting Failures requirement is 50 000km (31 000 miles) – current fleet levels are between 5000km (3100 miles) and 8000km (5000 miles). The minimum order will be for 43 new trains, nominally 33 to replace all stock except B07, with the remainder to support Royal Docks developments. Options for up 34 more relate to future circumstances. Selection of a supplier should take place in mid- 2018, with the first evaluation vehicle arriving in 2021. Service debut is expected a year later with all operational by summer 2024. Beckton depot will be expanded within the present site footprint. There will be www.lcacontrols.co.uk separate contracts for vehicle supply and maintenance.

30 YEARS OF THE DLR 19 TAUT DLR 30 special_LCA Controls proof.indd 1 07/07/2017 19:54 ‘WE’RE ONLY JUST BEGINNING’

Above: May 2017, with Crossrail work Below: TfL identifies upgrading needs anny Price, TfL’s Director (Interim) for DLR, continuing next to Prince Regent DLR at Shadwell, where there is also a was previously in charge of the Emirates station and ExCeL London. station. D Air Line, the 1.1km (0.7-mile) cross-Thames cable car that opened in June 2012. He transferred to the DLR in early 2017. Citing how high quality services discourage car use and assist in meeting clean air targets, he points to the contribution that public transport makes to the UK capital’s needs and general well-being: “DLR is a lifeblood for developments. Ultimately we want to support more homes and enable growth to happen, however we can.” There are six designated priorities for TfL, an executive arm of the Authority – all influence TfL as a client and KAD as a franchisee:

1. Put customers and users at the core of all of our decision-making 2. Drive improvement in reliability and safety across our network 3. Accelerate the growth and increase the capacity of our network 4. Invest in our people and lead them to be the best they can be every day 5. To cost less, be more affordable and to generate more income 6. Exploit technology to produce better and faster results

Danny Price says his aim is to support the work being done by the team to continue the DLR’s success and ensure that its work aligns with the six priorities. Promoted as Crossrail, the now-named Elizabeth line should increase ’s rail capacity by 10% when fully opened, due in December 2019. It will have direct DLR interchanges at Stratford, Woolwich, Custom House and Canary Wharf. For the Underground and DLR, demand abstraction by the Elizabeth line is likely to be more of a breathing space than a solution to overcrowding. Improved transport Above: TfL Underground Central line and Overground at Stratford; the two DLR has shown a habit of increasing demand, not merely lines are nearby. satisfying it. An example of how franchise terms may

20 30 YEARS OF THE DLR change according to TfL network requirements, the Top left: Short enough London’s 8.7m population of 2015 is forecast to operators were previously incentivised for business to need selective door grow to 10.5m by 2041 – not so distant when set in the growth, but rising demand now seems inevitable if operation, Royal Albert context of major transport projects. In Travel in London, reliable services are made available. is likely to be upgraded Report 9, TfL identified 26.7m daily trips in of 2015 – Danny Price says: “As we grow it is important that we in response to projects this is predicted to increase to 32.3m trips by 2041. continue to cater for all of our customers and encourage at the eastern end of the Since December 2014, passenger numbers on the them to use the service even more frequently. Royal Docks. DLR have increased by over 10%. Suggesting the “About 25% are using the network for leisure-related efficacy of projects on the DLR, Overground and reasons such as meeting friends or family, days out, Above left: The DLR Underground, plus road congestion charging, the public attending event venues – or just for the experience carries thousands of transport share of all London trips rose from 28% to [of using the railway]. DLR provides a critical link to visitors travelling to 37% between 2000 and 2015. Overall figures perhaps some of the most popular event venues and visitor events at ExCeL London matter less than when and where the future demand destinations in the capital and plays its part in keeping each year – including will be expressed. Imminent and medium-term changes tourists and leisure users coming back to explore Imperial Stormtroopers. mean that the DLR is again set for assisting growth London outside of Zone 1. We have a responsibility to Express Photo Services/ on London’s eastern side. cater for those customers.” KeolisAmey Docklands The Chinese-backed ABP Royal Albert Dock London He cites Cutty Sark for Maritime is the biggest of several projects on the brink of for its high proportion of first-time users due to the Above: Work in progress transforming the Royal Docks area; represented as eponymous historic vessel and nearby Greenwich for the combined DLR a third London financial hub this GBP1.7bn (approx. Park and museums. Other locations share that – Elizabeth line EUR1.95bn) development is projected as a supporter characteristic. Bracketed by two DLR stations, Custom House station of 30 000 future jobs. This area is punctuated by is amongst London’s biggest in June 2017. Royal Albert, Beckton Park and Cyprus DLR stations, retail draws and the ExCeL London convention centre currently amongst the least patronised on the system. (between Custom House and Prince Regent) fills the Royal Albert is one of a few where shorter platforms roles and attracts the crowds once synonymous with require selective door operation and the station would west London’s Olympia and Earl’s Court. be part of Beckton line upgrading. An extension north from Beckton towards Barking FUTURE CHALLENGES is a longer-term possibility; 1500 new homes near Not immune from recession, austerity measures Gallions Reach station are already on sale. The eastern and the UK’s upcoming departure from the European end of the Royal Docks’ appeal is land availability, Union, London has nevertheless continued to grow proximity to London City Airport and the presence of and change how land is used. Continued long-term the DLR with its proven ability to underpin renewal. growth is projected, and TfL is charged with Another factor is that the Elizabeth line will be meeting or supporting future conditions. Making “The just a few DLR stations away at Custom House. the case for investment needed to “keep London transformation Next to ExCeL London, the station has been moving, working and growing, and to make life closed during 2017 for works to create a direct in our city better”, the DLR Upgrade Plan looks of Docklands has interchange between the two railways. towards 2050: “The big challenge for Docklands only just begun.” North and south of Pontoon Dock station are is that growth is accelerating. Despite what has new housing sites and conversions focusing gone before or is already on the drawing board, the DANNY PRICE on housing and small businesses. The largest transformation of Docklands has only just begun.” DIRECTOR (INTERIM) DLR, TfL is the landmark Millennium Mills building on the ➡

30 YEARS OF THE DLR 21 Left: The China-UK Friendship Polo Match statue, fittingly displayed near the western end of the forthcoming ABP Royal Albert Dock development.

south of . TfL recognises that Royal from the type of social and economic turnaround that Docks growth will however make the relatively poor the DLR has assisted for many years. Nearby Abbey DLR north-south transport axis become more significant, Wood should become the south-eastern Elizabeth RIDERSHIP something under review as the ‘Royal Docks severance.’ line terminus in December 2018, yet the DLR is better The starting point of Docklands’ transformation, placed for serving Thamesmead, especially with the 1997-98: 21.4m the Isle of Dogs is far from finished with growth. close access to the transformed Royal Docks. 2007-08: 64.0m The Canary Wharf Group is in the midst of the largest In its earlier catchment area, the DLR will be development phase since the 1990s. The North working around the rebuilding of Bank Underground 2008-09: 66.0m Quay towers will occupy ground used as Crossrail station, scheduled to be complete by 2021. Shadwell 2009-10: 69.4m worksites, located between the largely complete and Tower Gateway are amongst the locations also 2010-11: Canary Wharf Crossrail station and the DLR at Poplar. recognised as needing amendment. TAUT 78.3m It is immediately east of West India Quay station, 2011-12: 86.1m one of several hitherto fairly lightly-used stations that will see marked ridership increases due 2012-13: 100.4m to surrounding developments. There are also 2013-14: 101.6m forthcoming residential properties in this core area 2014-15: 110.2m and further south near Crossharbour. An extension south from Lewisham now seems 2015-16: 116.9m unlikely, although the DLR terminus may see 2016-17: 122.3m improved interchange arrangements with the main line station. Following an October 2016 announcement by the London Mayor about better cross-Thames links, TfL is evaluating a future DLR line Below: After years of from Gallions Reach to Thamesmead. Begun in the planning and remedial 1960s, this south-east London development is rated work, redevelopment of as having high-level social deprivation, poor transport Millennium Mills near links with other parts of the capital and a housing Pontoon Dock station is stock in need of improvement. Overall it would benefit underway.

22 30 YEARS OF THE DLR “Our people demonstrate great pride and passion every day.” KEVIN THOMAS MANAGING DIRECTOR, KAD

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Congratulating DLR on 30 years of success