23 February 2018

The 'Back on Track' project run by the Trust and KeolisAmey Docklands, the operator of the Docklands Light Railway, has won the Customer Service Excellence Award 2018 in the Rail Business Awards. The winners were announced at the RBA ceremony on 22 February 2018.

'Back on Track' is a joint initiative between KeolisAmey Docklands (KAD) and the Trust which aims to help people with mental health, social or psychological difficulties get more out of life and feel part of their local communities.

The initiative has involved training of DLR staff by ELFT staff to provide optimum support and guidance to people venturing onto the DLR.

Paul Binfield, Head of People Participation, is delighted about the award. "This is great news. The success of Back on Track is it's simplicity. Equipping DLR staff to confidently talk to passengers with mental health issues, benefits all passengers as they can be that friendly presence that says "Is everything alright,? Can I help?" And it means that people who find the idea of travelling on public transport stressful and anxiety-provoking know that they will be supported. They can be part of their communities, going about their business like everyone else."

Bob Gough, Operations Security Manager with KeolisAmey Docklands Ltd said, "This award is very pleasing, particularly as it comes under the Customer Services Excellence Award.  I believe that means the judging panel recognised the fact that we are working to embrace ALL our customers on the Dockland Light Railways, including those facing the challenge of mental ill health."

KAD Ambassadors can organise group trips and excursions to help people to get used to travelling with the support of others around them. Service users in Tower Hamlets can speak to their local health and social care coordinator about  joining the project as part of their rehabilitation and recovery.

The partnership also supports DLR staff and managers in looking after their own wellbeing which includes mindfulness sessions, seminars on stress, etc. The award winning project has previously won a Social Inclusion Award.

The shortlisted company's were:

  • Chiltern Railways, WiFi SPARK and Icomera, Continuously Connected Passenger Journey
  • CrossCountry, The Customer Relations Transformation Project
  • Hull Trains , Delivering an Exceptional Customer Service
  • KeolisAmey Docklands, Back on Track
  • Merseyrail, Merseyrail - Wirral Loop Line Track Renewal Project