LONDON TRANSPORT
Developing the London Overground together
Peter Austin, LOROL managing director, heard about RTM’s theme of ‘collaborative working’ running through this edition and was keen to contribute. Here, he explains how MTR Corporation, Deutsche Bahn and Transport for London have jointly delivered such a successful service.
L
ondon Overground Rail Operations Limited (LOROL) was formed in 2007 to
operate the London Overground Concession on behalf of Transport for London (TfL). Since then LOROL has been transforming the London Overground network, modernising the service, improving facilities and providing a better, safer and more comfortable experience for customers. In November we celebrate seven years of delivering TfL’s significant investment in the London Overground and our results show it’s a winner.
Demand for services has increased five-fold since the start of the concession, with a 13% growth in passenger numbers in the last 12 months alone. Today, LOROL regularly carries more than 450,000 passengers each day and is now one of London’s most popular rail services. Despite such significant passenger increases and the challenges associated with that, LOROL has maintained industry-leading levels of punctuality and customer satisfaction.
The London Overground is a story of transformational change and challenges, with each year being bigger and better. The last 12 months certainly reflect this, with a number of key developments, projects and challenges demonstrating just how far LOROL has come and highlighting its commitment to keeping
130 | rail technology magazine Apr/May 14
the network moving while at the same time growing and developing to enhance the service for customers.
London Overground, a collaboration
LOROL was formed as a joint venture company combining two of the most reliable and customer focused railways in the world: MTR Corporation and Deutsche Bahn. Both companies have a reputation for delivering top-quality customer service and the London Overground compliments their reputation in this area. Both companies have members on the LOROL board, which meets regularly to ensure we continue to deliver on the concession.
As our client, TfL takes a very close interest in how we deliver the service. TfL employs a dedicated team to monitor and support LOROL in the delivery of all the obligations set out in the Concession Agreement. This team works alongside LOROL at our office and a very close partnership has developed. TfL is very informed and has very clear ideas on what it wants and how the service should be developed and is very keen to seek our views on how to make that happen.
LOROL’s continued success is testament to the support of our key partners – Network
Rail, Bombardier, British Transport Police and TfL – and to the efforts of everyone who works for LOROL and their commitment and desire to deliver consistent service reliability and excellent customer service. Whether it’s a multi-party works to deliver our demanding station improvement programme, the strengthening of partnerships with Bombardier for train maintenance and fleet operations, or the partnerships that have enabled us to deliver projects such as the London 2012 Olympics, we couldn’t do what we do without them.
Delivering a reliable service
Despite significant increases in passenger numbers and some difficult operational challenges at the end of 2013 – such as a freight train derailment at our Camden Road station and the St Jude’s storm – we have consistently maintained high levels of service performance and passenger satisfaction. Our PPM is industry-leading and we are one of the best- performing operators for right-time arrivals.
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