KeolisAmey – short-listed bidder to run the Wales and Borders rail services and the South Wales Metro

KeolisAmey: A proven joint venture delivering across the UK

Keolis and Amey came together in 2014 to provide a true joint venture, bringing world class asset management, and capitalising on the benefits of closer integration between operations and infrastructure. This is a true long term, strategic partnership.

Since taking over operation of DLR, we have carried a total of 122m passengers in 2016/17, and driven operational excellence and customer satisfaction. In 2017, we have delivered reliability (scheduled services operated) of over 99%, which has translated into customer satisfaction of almost 90%, the highest in the system's history. In January 2017, KA won the contract to run Manchester Metrolink, demonstrating the transferability of the service excellence we have delivered in London

KeolisAmey is a partnership between two international transport and infrastructure management specialists to bring a transformative approach to the development and operation of the Wales and the Borders franchise and the South Wales Metro.

The creation of the Metro provides the once-in-a-lifetime opportunity to develop South Wales’ transport network. By modernising and increasing connections within the region and beyond, it will ease access to travel for everyone, helping to create sustainable economic regeneration. This combines with a new franchise for the whole Wales and Borders area to give a unique opportunity to innovate as we link communities, businesses, our places of work and leisure.

Keolis AmeyKeolisAmey has the experience and skills to transform the railway and to support the growth of the local economy and improve the environment. Across the globe, we work with public authorities to deliver innovative and pragmatic solutions that are value for money for tax and fare payers. In the UK our operations have delivered greater frequency of services and capacity for passengers; improved punctuality and reliability and provided an enhanced customer experience. Keolis operates Nottingham’s NET (Nottingham Express Transit) tram network, which has the highest satisfaction score of all of the UK’s light rail systems – 98% – in the 2016 study by Transport Focus. And on our Dockland’s Light Railway (DLR) operations we have pushed the customer satisfaction score up to 89%, the highest ever level in the network’s history. We work in partnership with client authorities to develop and deliver solutions that respond to community needs.

For examples of our track record in Wales, the regions of the UK and internationally, please read on.

About Keolis

Keolis is a global passenger transport business working in 16 countries across four continents, supporting three billion passenger journeys, and employing 56,000 people.

UK experience

Keolis AmeyWe are the UK’s largest light rail operator, with the single biggest network in partnership with Amey – the Docklands Light Railway as well as the UK’s biggest tram network, Greater Manchester Metrolink (again, with Amey), and also operating Nottingham’s tram network. We also deliver one in three of all rail passenger journeys on Thameslink, Great Northern, Gatwick Express, Southern, London Midland and Southeastern railway networks.

In partnership with Go Ahead, Keolis has introduced more than 25% of all new rolling stock across the UK network since privatisation – more than any other operator group. The 140mph high speed “Javelin” service operated on HS1 by Keolis’ Southeastern rail franchise carried 2.4 million people during the London 2012 Olympics.

Record customer satisfaction in Nottingham

Keolis operates Nottingham’s NET (Nottingham Express Transit) tram network and it has the highest satisfaction score of all of the UK’s light rail systems – 98% – in the 2016 study by Transport Focus. In 2015 the network doubled in size to 32 kilometers with the opening of NET’s second and third lines. The network now carries 12.5 million passengers a year.

Nottingham Express TransitNET includes a number of innovative features that make it one of the most advanced light rail networks in the UK, many introduced by Keolis. These include an increase in depot space and new control systems - resulting in an increase in the number of trams on the system from six to eight per hour.

Keolis drew upon its international expertise to help shape the delivery of the NET Phase Two expansion from the start of construction to its full operation in 2015, reviewing the project implementation plan at regular intervals and providing advice and support to the local authorities. A collaboration between Keolis, Nottingham City Council and Nottingham City Transport also helped to create a new integrated transport hub at Nottingham station.

International experience

BordeauxSeveral decades of experience in integrated transport has established us as a major operator of multi-modal regional and urban networks, in cities such as Lyon, Lille, Bordeaux, Melbourne – which is the largest private operation in the world, Hyderabad and Boston. Furthermore Keolis is the world’s biggest operator of automated metro systems – serving 925 million passengers per year – and the global leader in light rail.

Connecting communities in Lyon

In Lyon (population 500,000) Keolis operates the largest public transport network in France, outside of Paris, with 1.6 million trips per day. Through tender competitions, we have operated in the city for nearly 30 years, working in close partnership with the local transport authority SYTRAL, to make major improvements in both integrating the city’s transportation and connecting its communities.

LyonThe network includes a four-line metro system, five tram lines, 130 bus lines, a 6,000-space park and ride network spread over 22 sites, cycle hire and an eight-line, low carbon trolleybus system, the largest such network in France. Lyon is also one of 25 towns and cities across France where Keolis operates cycle sharing schemes comprising a total of 17,000 bikes – a key part of any multi-modal transport offering.

On behalf of the Transport Authority in Lyon we spent a year conducting research to understand what people wanted from public transport and then remapped the network and revised the bus timetable to better fit with tram and metro timetables, resulting in a 9% increase in patronage the following year.

About Amey

As leaders in infrastructure asset management, Amey works with some of the world’s biggest asset owners to better plan for, understand and manage their assets. Almost everybody in the UK will benefit from at least one Amey service today.

Amey’s whole-life approach to asset management extends from advisory and design services, through performance monitoring, to the management of asset operation and use; driving value across a wide range of different asset portfolios including road, railways, utilities networks, buildings, airports and other transport hubs.

London UndergroundUp until the end of 2017, Amey worked with London Underground to manage and maintain 50 stations, 90 miles of track, 45 miles of tunnel and over 600 trains to support the 2 million plus passengers who use the Jubilee, Northern and Piccadilly lines daily.

Amey works with Heathrow Rail Engineering, analysing the performance of a wide range of assets, including stations, civil structures, OHLE, track, information systems and proposing ways to improve efficiency and drive greater value.

The company has designed and supported passenger information systems for around 25% of UK stations.
With over 19,000 employees, Amey is one of the largest and most diverse companies working for the public and regulated sectors in the UK.

Network RailAmey in Wales

Amey has a long history of working in Wales and delivers a range of infrastructure and transport services valued at £95 million and employs 550 people. Clients include:

  • Welsh Government - maintenance, improvement and development of the roadside infrastructure, supporting communications & control systems on the motorway and trunk road network
  • Dwr Cymru Welsh Water - repair, maintenance and meter activities
  • Isle of Anglesey County Council and Wrexham County Borough Council - delivery of local highways services, street lighting and winter services
  • Network Rail
    • Carrying out structural examinations for all of Wales route, including around 3,000 structures such as viaducts and coastal defences, including the iconic Severn Tunnel and Barmouth Viaduct and recent work on the Britannia Bridge
    • Engineering projects such as upgrading over 20 level crossings throughout the Wales and Borders franchise area

Click here to see more information on our work in Wales

KeolisAmey working together

Both Keolis and Amey are experienced in working in joint ventures with other sector specialists. KeolisAmey are already an established partnership in the UK.

KeolisAmey has been running the Docklands Light Railway, the biggest light railway in the UK, since 2014. The network carries around 117m passengers a year, with 45 stations and 149 vehicles.


Customer experience

London DLRCustomer satisfaction scores have risen to 89%, their highest ever levels in the network’s history. The partnership continues to develop and implement service improvements to make journeys better for passengers, including cleaner trains and stations, more reliable lifts and escalators, more efficient and reliable station maintenance and faster journeys. Other improvements include:

  • Doubled the services between Stratford and Canary Wharf during morning peak hours
  • Doubled the services between Bank and Lewisham on Saturday evenings
  • Doubled the services between Stratford and Canary Wharf throughout the day on Saturday and Sunday
  • Passenger numbers grew to 116.9 million in 2015-16 an annual growth of 6.1%, part of a 9.2% increase in passengers since the start of our franchise
  • Customer satisfaction score of 89%, which is above our franchise commitment of 86%.

Behind the scenes

Keolis Amey has also implemented a number of cultural changes including “Think Like a Customer” training for all staff.

In 2016 the KAD Community Ambassador team won the Anti-Social Behaviour Intervention of the Year at the divisional British Transport Policing awards for their Youth Intervention Programme, which sees them work with schools and young people across the DLR network. The programme was developed to meet the ever-demanding needs of the community and to influence good, safe behaviour with schools and local groups around the railway. The team engages with hard-to-reach young people, who are at risk to themselves or others, delivered through a series of interactive workshops and mentoring. This provides a real opportunity to gain social skills to adapt behaviours and the option to change their paths in life.

Bringing best practice to Greater Manchester

In July 2017, KeolisAmey took over operations and maintenance of Greater Manchester’s Metrolink for a period of up to 10 years.

The Metrolink tram system is the largest of its kind in the UK, serving 93 stops across seven different lines along almost 100km of track, with a fleet of 120 modern trams catering for more than 40 million journeys a year.

KeolisAmey and Transport for Greater Manchester are working closely to maximise the opportunities provided by the £1.5bn investment that TfGM has put into the network over the last 10 years.

Key features of the contract include a major focus on improving operational reliability, customer service and security with an increased staff presence on the network – particularly in the evening and at weekends. KeolisAmey Metrolink is committed to sourcing a minimum of 40% of supplier contracts within 25 miles of Greater Manchester and creating more than 300 jobs including drivers, apprenticeships and traineeships over the course of the contract. Over 60 of those new jobs have already started, following successful recruitment of additional Customer Service Representatives and Travel Safe Officers, as well as more drivers.

Major events

London MarathonOne of the challenges in operating the Wales and Borders and Metro rail network is the pressure it faces on major event days. Keolis has experience from our operations elsewhere to demonstrate our capability in handling big increases in passenger numbers for special events.

We have the experience of managing major events on Dockland Light Railway in East London for concerts, and sporting events at the O2 and Excel and the London Marathon. We carry out similar event management in Manchester at the Metrolink trams stops that service the Etihad Stadium, Old Trafford and Manchester Arena.

We operate public transport in French cities such as Lyon and Lille that hosted the Euro 2016 football tournament, and with Transport for London played a key role on the delivery of the London 2012 Olympics, operating some of the busiest routes on the London Underground.

Amey’s support also included the multi-award winning strengthening project on Hammersmith Flyover ahead of the London Olympic Games.

If you would like to talk to us, please contact our Bid Director Colin Lea via