Serco took our diversity consultation advice on board and launched a series of practical measures to improve satisfaction levels among local users.
Based on our assessment and recommendations, Serco launched a ‘walking routes’ pilot scheme. This aimed to address station use beyond the existing step-free access to all stations and trains: including approach routes to stations, road crossings, and wider issues such as graffiti and CCTV coverage.
Serco set up a team of four Community Ambassadors to better engage with the communities served by the DLR. They also installed a Community Skills and Recruitment centre at Shadwell station (in partnership with the Pecan Community charity), which ran targeted job postings to encourage local people to apply for DLR positions.