In early 2010 a major upgrade programme known as the Capacity Enhancement Project was completed on the DLR routes to Bank and Lewisham. The works would allow the operation of longer 3-car length trains providing greater capacity, reducing crowding on the route and allowing passengers to board the first train - reducing the overall time to complete a journey on the DLR. More information about the project can be found here.
This upgrade of the DLR required significant investment and involved disruptive engineering work at weekends and some weekdays, particularly around December 2009-January 2010. In mid 2010 a survey was conducted to discover the effect of the Capacity Enhancement Project and whether the objectives had been met. The surveys were conducted by face-to-face interviews with passengers while on the train, ensuring the interviews were weighted to reflected useage statistics for the period.
Awareness and benefits of the project
Two thirds of passengers interviewed were aware of the Capacity Enhancement Project, and just over half (53%) were aware they were travelling on a 3-car train at the time. Passengers reported the project has delivered a dramatic ability to board the first train. 53% of passengers reported before the project they would have to either regularly or occassionally let trains pass due to crowding. After the 3-car trains began operating this figure shrunk to 13%, with 67% reporting they were now always able to board the first train.
Question 1 : Before the upgrade how often did you have to let trains pass before boarding?
Question 2: And how often do you have to let trains pass before boarding since the upgrade?
Impacts of the construction work
Extensive work was involved in extending platforms at most stations between Bank and Lewisham, strengthening viaducts and modifying track and signalling arrangements. In some locations new station entrances were built and South Quay station was completely rebuilt. While the majority of work was completed while maintaining regular train services, certain phases of work required weekend closures or modifying services during the week. For this reason, a major communications campaign was launched called "More Railway" featuring station posters, mail drop leaflets in local neighbourhoods, a dedicated micro-website and email subscription service for updates on planned closures.
During this construction period 79% of passengers reported they continued using the DLR while 15% switched to another transport mode during this period. When asked what could have been done better during the upgrade works, 14% of passengers suggested avoiding weekday disruption, only 10% asked for better communication but nearly two-thirds of passengers (63%) could not suggest anything that could have been done better.
Question: Did you carry on using the DLR throughout the upgrade work or did you temporarily switch to another route because of disruptions to the service?
Question: What one thing could DLR have done better during the upgrade work to minimise the disruption to the passengers?
Improvements at stations
The Capacity Enhancement Project delivered improved facilities to several stations in addition to the lengthened platforms, such as:
- Westferry - new station entrance on the eastern side of Westferry Road, new platform canopies and backscreens
- Limehouse - new station entrance from Branch Road, new interchange bridge from the National Rail platforms, new platform canopies and backscreens
- South Quay - new architecturally designed station over Millwall Dock with a western entrance near South Quay Plaza and an eastern entrance near Harbour Exchange, escalators at the western entrance, full length platform canopies and backscreens.
When interviewed, 60% of passengers were aware of changes to these stations. Of those who did notice the changes, on average 64% said it improved the quality of their journey. However when interviewing passengers at Limehouse station this figure rose to nearly three-quarters of passengers (74%).
Question: Has it improved the quality of your journey, or has it made no difference?
