2 new lines double the size of the network
The 730,000 inhabitants of Greater Nottingham in central England benefit from an extended tram network since August 25th, 2015. The system, originally inaugurated in 2004, was boosted by the creation of two new lines (17.5km of track), more than doubling the length of the network to 32km. The extension, carried out by Keolis in collaboration with its Tramlink Nottingham consortium partners, serves 20 of the 30 largest employers in Nottingham, and increases passenger capacity to 23 million per year.
A high-profile project
Keolis' UK subsidiary has been operating the Nottingham Express Transit (NET) network on behalf of local authorities since 2011. The subsidiary used an innovative project management method to launch the creation of two new lines in 2013. A “visual management” approach, inspired by “lean management” methods, ensured the team benefited from a comprehensive view of the progress of the project throughout its duration. A dedicated “viewing room” provided an overview of key activity indicators (safety, human resources, operations, engineering, customer service, and finance), as well as issues, tasks, and goals, etc. The tool helped the team structure the project roadmap, as well as set simple rules for weekly meetings, by enabling them to focus on priority actions.
Performance under control
The subsidiary continues to use the “viz room”, even after the launch of the new lines. The room allows the team to simply and efficiently assess daily performance measures and communicate them to all employees via information screens. If a specific indicator is underperforming, the subject is discussed during a weekly meeting and corrective action is undertaken. And the method works: NET is the UK’s customer satisfaction champion, with a rate of 96% (compared to a 90% national average).
A record customer satisfaction
are satisfied with network punctuality
of passengers would recommend the NET network to a family member or friend
are satisfied with network frequency
- 32km of track, 51 stations, including 6 underground stations
- 3.3 million km per year
- 288 employees, including 139 drivers