Transport for LondonPerformance
Tough performance targets have been set as part of the franchise agreement to ensure that high standards of customer service are maintained.
Franchise operator, Serco Docklands, has consistently achieved and in many cases exceeded its targets since it was appointed operator in 1997.
Reliability has increased significantly to over 98 per cent and passenger numbers have increased from 17 million to 64 million per year.
Unlike other franchise contracts, Serco's targets rise over time to ensure continuous improvement.
DLR Limited works closely with Serco Docklands to improve station facilities and increase capacity to meet the continued growth in passenger numbers. This process of improvement will remain as the network continues to change, expand and develop.
Download customer charter results Q3 2008 (PDF 71KB)
