Transport for Greater Manchester: Metrolink

This case study describes how Transport for Greater Manchester (TfGM), in the UK, identified and improved on structural issues in its service provision, in order to grow usage and sales.

Transport for Greater Manchester: Metrolink

Agency: HemisphereClient: Transport for Greater ManchesterBrand: MetrolinkCategory: Service Design

Executive summary

Transport for Greater Manchester (TfGM) is expanding the reach of its Metrolink tram system exponentially. A £1.4 billion investment programme, started in 2009, will double the size of the network by 2016, with an accompanying increase in revenues of 130% required to meet capital investment repayments.

However, when the first new tram line to Chorlton opened in 2011, sales levels were more than 30% behind budget, indicating a mismatch between service delivery and public expectations. Hemisphere was...

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