Commissioner’s Report 18 March 2020 About Transport for (TfL)

Part of the We are moving ahead with many of (GLA) family led by Sadiq London’s most significant infrastructure Khan, we are the integrated transport projects, using transport to unlock growth. authority responsible for delivering the We are working with partners on major Mayor’s aims for transport. projects like 2 and the Bakerloo Line Extension that will deliver the new We have a key role in shaping what life is homes and jobs London and the UK need. like in London, helping to realise the We are in the final phases of completing Mayor’s vision for a ‘City for All the Elizabeth line which, when open, will Londoners’. We are committed to creating add 10 per cent to central London’s rail a fairer, greener, healthier and more capacity. prosperous city. The Mayor’s Transport Strategy sets a target for 80 per cent of all Supporting the delivery of high-density, journeys to be made on foot, by cycle or mixed-use developments that are planned using public transport by 2041. To make around active and sustainable travel will this a reality, we prioritise health and the ensure that London’s growth is good quality of people’s experience in growth. We also use our own land to everything we do. provide thousands of new affordable homes and our own supply chain creates We manage the city’s red route strategic tens of thousands of jobs and roads and, through collaboration with the apprenticeships across the country. London boroughs, can help shape the character of all London’s streets. These We are committed to being an employer are the places where Londoners travel, that is fully representative of the work, shop and socialise. Making them community we serve, where everyone can places for people to walk, cycle and spend realise their potential. Our aim is to be a time will reduce car dependency and fully inclusive employer, valuing and improve air quality, revitalise town celebrating the diversity of our workforce centres, boost businesses and connect to improve services for all Londoners. communities. We are constantly working to improve the We run most of London’s public transport city for everyone. This means freezing TfL services, including the London fares so everyone can afford to use public Underground, London , the DLR, transport, using data and technology to , TfL Rail, London make services intuitive and easy to use, Trams, , London and doing all we can to make streets and Dial-a-Ride, Victoria Station, transport services accessible to all. We and the Emirates Air reinvest every penny of our income Line. The quality and accessibility of these services is fundamental to Londoners’ None of this would be possible without quality of life. By improving and expanding the support of boroughs, communities and public transport, we can make people’s other partners who we work with to lives easier and increase the appeal of improve our services. We all need to pull sustainable travel over private car use. together to deliver the Mayor’s Transport Strategy; by doing so we can create a better city as London grows. 1 Introduction 5

2 Scorecard 7

3 Safety and security 12

4 Healthy Streets and healthy people 25

5 A good public transport experience 51

6 New homes and jobs 66

7 Our people 71

8 Securing value and generating income 79

Commissioner’s Report 3 Commissioner’s Report 4 This paper will be considered in public 1 Introduction

This report provides a review of the last programme. Over the last four years we four years and of major issues and have made unprecedented progress in developments since the Board meeting of reducing our year-on-year, like-for-like 22 January 2020. operating costs through a wide-ranging savings programme to create a leaner, With the Mayor we are committed to more modern organisation. creating a fairer, greener, healthier and more prosperous city. This supports the This transformation has also seen us Mayor’s transport Strategy and means diversify our income base and generate providing an affordable and modern long-term revenue to reinvest back into transport network that works for all our network. Since 2016, we have Londoners. developed an extensive pipeline of sites which will deliver 10,000 new homes The Mayor’s Transport Strategy sets out across our estate and are on-track to an ambitious programme to improve become one of London’s leading transport and the wider quality of life for operators of rental housing. We have also Londoners up to 2041 and prioritises taken advantage of our exciting retail healthy streets and healthy people; a spaces to improve our customer good public transport experience; and experience by securing a diverse mix of supporting new homes and jobs. pop-ups and global brands across our network and maximise our commercial From our safety commitment to return. eliminate all deaths and serious injuries on our network, to launching the Night We have also advanced our global Tube, and implementing the world’s first consultancy operation and revolutionised Ultra Low Emission Zone, we have helped our advertising estate, one of the most transform travel in London for the better valuable in the world, by investing in new and have made significant progress digital screens and capitalising on towards ensuring our transport system is commercial opportunities for advertisers. fit for the 21st century. Of course, none of this would be possible Our record programme of investment without the hardworking people across over the last four years has successfully the organisation who serve the capital, delivered major improvements and help us to modernise the network, revitalised the transport network despite maintain it and keep London moving day ongoing difficult financial conditions, and night. including the loss of government grant and a subdued economy. We also successfully responded to the Mayor’s challenge to modernise and save money without sacrificing our investment

Commissioner’s Report 5 Commissioner’s Report 6 2 TfL Scorecard Period 11

Breakdown of scorecard measures categories: Safety and Operations: 25% Customer: 25% People: 25% Financial: 25% Achieved Partially achieved Not achieved

Long-term 2019/20 scorecard Period 11 Year to date objectives Outcome Measure Actual Target Actual Target

Healthy Streets and healthy people (12.5%)

n/a n/a 39.4% (186 42.3% (371 London’s Reduction in people fewer fewer transport system killed or seriously injured people people will be safe on the roads from than in than in and secure 2005-09 baseline1 2018) 2018)

n/a n/a 61.8% 58.7% Reduction in people (15 fewer (no more killed or seriously injured people people involving buses from than in than in Safety and 2005-09 baseline1 2018) 2018) operations (25%)

London’s streets Number of London will be clean buses that are Euro VI 100 n/a 8,200 8,200 and green compliant2

London’s streets Traffic signal changes to will be used more support healthy streets 2,060 875 15,775 15,000 efficiently and (person hours per day) have less traffic

More people will Health Streets check travel actively for designers3 n/a n/a 13 10 in London (average % uplift)

1. Measured in calendar years and a month in arrears. Calendar year 2019 runs to period 10, therefore, no results are reported for period 11. YTD is Jan - Dec 2019. These are provisional estimates and may be subject to change. Between January to December 2019, provisional estimates indicate 3,879 people were killed or seriously injured on roads compared to 4,065 between January to December 2018. Between January to December 2019, provisional estimates indicate 224 people were killed or seriously injured in collisions involving buses compared to 239 between January to December 2018.

2. The full year target for this measure is 8,350 buses. There are no periodic targets due to the unpredictability of when operators will offer new buses. The retrofitting programme is on track

3. This is a cumulative measure, so period targets are not set

Commissioner’s Report 7 Long-term 2019/20 scorecard Period 11 Year to date objectives Outcome Measure Actual Target Actual Target

A good public transport experience (30%)

Public transport Reduction in customer 22 fewer 7 fewer 42 more 85 fewer will be accessible and workforce killed or people people people people to all seriously injured1 (2.5% (2.4% (compared to 2018/19)4 reduction) reduction)

Additional time to Safety and make step-free n/a n/a 9.0 8.5 operations journeys (minutes) (continued) Tube excess journey Journeys by public 4.78 4.47 4.94 4.47 time (minutes) transport will be fast and reliable Weighted customer 32.1 32.8 32.2 33.5 journey time (minutes)

Customer satisfaction (percentage of Londoners who n/a n/a 53 53 agree we care about our customers5

Deliver key investment 100 90 94 90 Customer milestones (%) (25%) The public transport network Key Elizabeth line will meet the delivery milestone: needs of a start of TfL Rail/ n/a n/a Dec-19 Dec-19 growing London Elizabeth line service between Paddington and Reading

4. In period 11, 167 customers and workforce were killed or seriously injured, compared to 189 in period 11, 2018. Between period 1 and period 11 2019, 1,992 customer and workforce were killed or seriously injured compared to 1,950 between period 1 and period 11 2018.

Commissioner’s Report 8 Long -term 2019/20 scorecard Period 11 Year to date objectives Outcome Measure Actual Target Actual Target

New homes and jobs (2.5%)

Transport The cumulative investment will percentage of unlock the delivery affordable homes on of new homes TfL land with planning n/a n/a 55 50 and jobs applications submitted – post May 2016 (%) Customers Mode share (15%) (continued)

Public transport tips 80% of journeys 309 305 3,353 3,309 (millions) will be made by sustainable modes Average kilometres in 2041 cycled per day5 n/a n/a 546 549 (thousands)

People (25%)

A capable and Workforce engaged workforce representativeness representative – all staff (%) n/a n/a 70.8 70.7 People of London (25%) – director/band 5 (%) n/a n/a 38.3 38.2

Inclusion index (%)6 n/a n/a 47 46

Total engagement (%)6 n/a n/a 57 57

Financial (25%)

Net operating surplus Financial 56 5 560 494 We cover our (£m) (25%) costs and we Investment programme are prudent 157 151 1,220 1,291 (£m)

5. Measured in calendar quarters, and reported one quarter in arrears. YTD is Jan - September 2019.

6. Final results

Commissioner’s Report 7 Our Period 11 scorecard covers 5 January We do however remain on target so far to 1 February 2020. this year for our other Safety and Operations measures. Safety and Operations Our year to date (YTD) figures show that Customer we are just below our target of reducing All of the key investment milestones have the number of people killed and seriously been delivered, and we remain on track injured on London’s roads. Although we for more than half of the homes in the met our YTD target for people killed or planning applications we bring forward to seriously injured in incidents involving be affordable. buses, we know there is a lot more work to do in this area. Public transport trips were above target for Period 11 with 3,353 million trips Although our customer and workforce compared to a YTD target of 3,309. killed or seriously injured target for this period was 22 fewer people than the People Our latest YTD workforce diversity results same period last year, we must remain show the good progress we have made on focused on this along with our other overall workforce diversity having very safety targets to ensure we do everything slightly exceeded both our ‘all staff’ and we can to achieve these for the remaining senior management representativeness. two periods this year. Financial Reliability continues to be behind target Our strong financial performance has on however, we continued. However, we did not meet our have robust plans in place to continue to investment target this period. We will address this. Although we are unlikely to continue to monitor this closely over the achieve the reliability target for this year, coming periods. we will do everything we can to improve reliability on the network.

Commissioner’s Report 10 3 TfL Scorecard

Commissioner’s Report 11 3 Safety and security

Overview dangerous Heavy Goods Vehicles off our We have always maintained safety as our roads. number one priority. In particular, road danger is the single largest safety issue on We continue to remember those who lost London’s streets. Every death and injury their lives or were injured in the on our roads has a devastating impact on devastating Croydon tram overturning in those involved and we do not consider November 2016. Since the incident, we these to be inevitable. have continued to introduce additional safety measures on our tram network and This is why, working alongside the those across the UK to ensure that such a Metropolitan Police Service (MPS), we tragedy never happens again. committed to Vision Zero and to eliminating all deaths and serious injuries A key focus for us in recent years has across our network by 2041. This been the safeguarding of all customers commitment is embedded throughout who use our services. Two years ago, the organisation and has culminated in a London Underground experienced the range of measures including lowering highest number of suicides for almost 20 speed limits; reducing danger through our years. We formed the Suicide Prevention Safer Junctions programme; and Team in response to this extremely introducing the world-leading Bus Safety concerning trend and gave it a wide remit Standard, which includes ground-breaking to identify what we could do to reduce speed-limiting technology and slip- the number of tragic incidents. reduction measures, across all new Using a detailed data-driven approach, . and working closely with colleagues in Our jointly-funded Roads and Transport Network Rail, the British Transport Police Policing Command is now the largest and academia, we formulated a series of policing command in the UK, with more initiatives and deployed them across the than 2,000 uniformed officers. It works network. The central focus was on around the clock to reduce road danger training front-line colleagues to identify and has an intensified focus on the most and respond to vulnerable people in a dangerous drivers. We are implementing a safe and empathetic way. This training huge range of junction improvement work began in August 2018 and over 3,400 across the city and have also just members of station staff have been launched our world-leading Direct Vision trained since. Standard which will take the most

Commissioner’s Report 12 The positive impact of the programme has Network Rail track team who were hit by been evident. Suicides on the network a passenger train near Margam in South have fallen by around 30 per cent in two Wales on 3 July 2019, we took the years. On London Underground, we now opportunity to emphasise the importance successfully intervene with vulnerable of working safely. We briefed staff at our people at least 10 times every week. hubs at Acton, Beckton and Stratford Market on the incident, including lessons To recognise this good work, we learned on what we can do as a introduced the Life Saver award scheme community to protect ourselves and our for those who made best-practice colleagues at work and getting home interventions, featuring a bespoke badge safely. and signed letter from London Underground Managing Director Andy In addition, we ensured 380 of our Lord. Over 600 staff have now received colleagues, who are certified to provide this recognition. protection for workers on the track, attended a safety stand-down forum over Together with the Mayor, we are also two weeks. We repeated this over the committed to ensuring every single winter to keep the insight fresh and customer, on any part of our network, sustain both motivation and dedication receives the same high quality of service and will continue to hold refresher and can travel in London without fear of sessions. We also held one-to-one being abused. Our work has included sessions safety and wellbeing. As a result, implementing comprehensive diversity we introduced a monthly newsletter, now training for all staff, including bus drivers in its sixth edition, highlighting current to ensure our network is open and affairs, commendations and statistics that available to everyone. Since 2016, we have help keep our colleagues, particularly continued to work closely with the police those working at night, informed and up to tackle unwanted sexual behaviour on to date. public transport through the Project Guardian partnership, which has led to a All 380 track protection colleagues have significant rise in reporting and more than received connect radios and completed 1,500 arrests. classroom-based training on improved operational communication, as well as We have also strengthened track-access radio training. This training was completed safety for our staff who work in high-risk within seven weeks. areas of our network. Following the fatal incident involving two members of the

Commissioner’s Report 13 We are continuing to work toward a safer and scope for the inquests. Disclosure working environment and are encouraging and evidence must be provided to the colleagues to share lessons learned. Coroner by the end of March 2020 and a third pre-inquest review hearing will take Croydon tram overturning place on 1 June 2020. The inquests are The Rail Accident Investigation Branch expected to begin on 14 September 2020. conducted an independent investigation The victims and all others affected by this and published its report in December 2017. incident remain in our thoughts. We It included 15 recommendations to continue to offer support to those people address safety on London's tram network, directly affected as well as the wider as well as other networks across the community. country. We have made significant progress to implement these Coronavirus (Covid-19) recommendations. The majority have We continue to follow the advice and been completed, with the remaining in guidance issued by Public Health the late stages of implementation. We and are regularly reviewing operational have fitted, and are in the process of and contingency plans to ensure the introducing into service a new system on transport network is fully prepared for all all 35 trams that will automatically apply scenarios. the brakes and bring a moving tram to a controlled stop if it exceeds the speed Orpington bus crash limit at designated locations. In February Following the tragic crash that took place 2020, a demonstration of the system with on 31 October 2019 where our colleague, Trade Unions present took place. Kenneth Matcham, died at the scene after a car and two single-decker buses We continue to work closely with the collided, we are commissioning an Office of Rail and Road (ORR) to ensure it independent collision investigation to remains satisfied with our progress. We examine bus cab integrity under crash are implementing the recommendations conditions. This study will begin in spring by working closely with all parties 2020, with a view to understanding concerned, including the Rail Accident whether bus manufacturers can improve Investigation Branch, Office of Rail and the strength of the cab area to give more Road, Light Rail Safety and Standards structural protection for the driver. Board, and the wider UK tram industry. Vision Zero The Coroner has held two pre-inquest From 22 January to 15 March 2020, the review hearings to agree the timetable Roads and Transport Policing Command

Commissioner’s Report 14 Our “Watch your speed” campaign aims to show drivers the perspective of friends and family when they drive too fast

ran a series of week-long operations new Speed Enforcement team who will across London to tackle some of the key identify speeding drivers across the causes of road danger: speeding, driving capital. This team will complement without insurance, driving without existing speed enforcement activity seatbelts and unsafe vehicles. During one undertaken by the 2,000-strong team, as weekend operation on the A10 in Enfield, well as enforcement through our 21 drivers were reported for excess speed, extensive safety camera network. The including one driving at 90 miles per hour team, equipped with the latest laser video (mph) in a 40mph limit area. In Barnet, a speed enforcement technology, will white BMW was stopped for travelling at maximise coverage across London, 58mph in a 30mph limit area. When responding to intelligence and local stopped, the driver gave false personal community concerns about speeding on details and claimed not to know details residential roads. about the vehicle. Prolonged enquires revealed his true identity, which resulted The new speed enforcement team is part in him being arrested for excess speed, no of our speed enforcement action plan insurance and not driving in accordance which aims to significantly increase levels with his licence. The vehicle was also of speed enforcement through the seized. effective and coordinated roadside and safety camera enforcement activity. It will The Roads and Transport Policing support the rollout of lower speed limits Command also ran a week of with enforcement being an important enforcement and engagement activity measure for improving compliance on targeting speeding across London. This these roads. included Junior and Community Roadwatch sessions, mobile and static Lowering speed limits speed enforcement operations and public On 2 March 2020, we launched new engagement activities. 20mph limit on our road network in central London, which will play a key role As part of a focus on speed, from April in the Mayor's Vision Zero ambition to 2020, with the MPS we plan to launch a eliminate death and serious injury from

Commissioner’s Report 15 London's transport network. The new Phase two is now underway and we are speed limits are being enforced across all working with boroughs and the public to of our roads within the Congestion introduce lower speed limits on a further Charging Zone, including Millbank, Victoria 140km of our road network in inner and Embankment and Borough High Street, outer London. following strong public support for the proposals. “Watch your speed” campaign The “Watch your speed” campaign, which To support these speed reductions, we launched in 2019 across multiple channels, have recalibrated speed cameras in including TV, radio, outdoor advertising central London and are using mobile and video on demand, has seen an speed cameras to ensure that drivers are additional phase run in February and complying. A marketing and March 2020. This campaign is a key communications campaign was launched behaviour change contributor to further to announce the speed limit change and our aim of eliminating death and serious educate drivers on the purpose of the injury on London’s roads. new limit. This is closely aligned with our We know that driving at an inappropriate current “Watch your speed” campaign. speed has become too commonplace and the associated risks are underestimated.

We held our most recent “ We Stand Together” campaign on 22 January 2020

Commissioner’s Report 16 This campaign aims to show the driver, our passengers or staff. We stand through the perspective of their friends together with all communities against and family that they are driving too fast. intolerance and ignorance.

Travel safe areas In total, 39 community engagement We have been trialling the effectiveness events were held, including visits to 17 of local interventions using synagogues across London and a stand at communications, engagement and visible Paddington station in collaboration with policing to tackle locations where risks the Jewish Police Association. A meeting are highest. Two pilot areas were with the Community Safety Trust was launched in Camden and in also held to raise awareness of hate crime November 2019 and a further two in reporting and encourage partnership March 2020 in the London Boroughs of working. As part of the engagement days, Enfield and Newham. In these latter pilot officers distributed our areas, community engagement is being led #WeStandTogether partnership leaflets, by the boroughs and we will also test the as well as materials from the Holocaust effectiveness of geographically targeted Educational Trust. radio adverts and other communications designed to make the messages specific On 19 February, the MPS Safer Transport and locally relevant. Teams and the BTP, ran a further hate crime engagement day focused this time These initiatives are designed to be low- on raising awareness of reporting hate cost and relatively quick to introduce. If crime among the lesbian, gay, bisexual and successful in reducing unsafe behaviour, transgender (LGBT+) community. they can form part of a Vision Zero toolkit and can be introduced rapidly in response Tackling knife crime and serious youth to specific community concerns. violence Our partners in the BTP and MPS continue Hate crime to prioritise tackling serious youth On 22 January 2020, the British Transport violence and knife crime on our network. Police (BTP) and the MPS conducted our As part of daily operations across London, first “We Stand Together” hate crime the MPS proactively patrol at hotspots of engagement day this year, which focussed robbery and violence. In the first two on tackling antisemitism. Our message is weeks of January, targeted weapon clear: everyone is welcome on London’s sweeps took place at all transport hubs in public transport network and we will not Barnet, Brent and Harrow. A total of six tolerate any hateful abuse towards any of

Commissioner’s Report 17 arrests were made for various weapon partners in the police to crack down on and drug related offences. the tiny minority of drivers who offend and put passenger safety at risk. Key In an eight-week period from January to activities include: March 2020 the BTP, in partnership with their Violent Crime Task Force, targeted • Taxi and private hire compliance officers five priority locations on the east end of undertaking regular checks of licensed the District line, providing support to our operators, drivers and vehicles to staff and protecting the travelling public. identify non-compliant or illegal activity Our revenue compliance staff were involved in the operation. This operation • Targeted plain clothes and high-visibility sends a clear message to those intent on operations to identify and deter criminality on London Underground that offenders they will be stopped, searched, and where • Encouraging anyone who experiences necessary, arrested. A total of ten arrests unwanted sexual behaviour to report it were made, with a further eight offenders to us and the police dealt with by other judicial disposals for offences such as public disorder, drug • Taking licensing action against licensees offences, and robbery. Revenue officers where appropriate from London Underground and the train • Issuing joint TfL and police guidance to operator issued 448 penalty fare all private hire operators on how to notices, with 79 people reported to court report alleged or suspected criminal for fare evasion. conduct to the police in an appropriate Publication of taxi and private hire and timely way. journey-related sexual offences On 31 January 2020, we published the Tackling unwanted sexual behaviour in latest information about sexual offences taxis and private hire vehicles, as well as committed by taxi and private hire drivers on public transport, remains a priority for against passengers which were reported us and our policing partners. to the MPS and City of London Police in With more than 109,000 licensed private 2018. While the data shows an increase in hire drivers and around 22,000 licensed reports, this was anticipated following taxi drivers in London, millions of taxi and our work with the police since 2017 to private hire journeys are made every year. issue guidance to all private hire The majority pass without incident. operators in late 2017. The guidance However, we are working with our stressed the importance of reporting

Commissioner’s Report 18 We continue to work closely with the Metropolitan Police and British Transport Police to keep our network safe

criminal conduct to the police in an have been working to increase confidence appropriate and timely way to ensure the in the reporting of sexual offences, reduce incident is investigated. We know that the risk of becoming a victim, challenge sexual offences are underreported across unwanted sexual behaviour and target society, with many victims choosing not offenders. An important focus of this to report incidents to the police. work has been on enhancing police Transport is no exception. Many of the investigation and support for victims. allegations now being passed over to the police may have previously gone A recent example of our work to pursue offenders and bring them to justice unreported. Every single report is taken seriously and investigated by both the includes Tawanda Zuva, 37, who was police and us. found guilty of sexual assault in January 2020. He approached a 30-year-old In 2018, there were 17 drivers charged for 21 woman who was with a group of friends offences. Two of those drivers were and sexually assaulted her on the charged with more than one offence. platform at Victoria station. He was jailed Sixteen of the drivers were licensed taxi for 10 weeks and given a seven-year Sexual and private hire drivers at the time of the Harm Prevention Order. offence. None of them currently holds an active TfL licence. Coinciding with Sexual Abuse and Sexual Violence Awareness Week, we took part in Tackling unwanted sexual behaviour on the Rail Delivery Group’s workshop, London’s public transport Tackling sexual harassment and sexual Our important work with the BTP and assault on the UK rail network, which MPS to tackle unwanted sexual behaviour explored ways in which the rail industry on London’s public transport system can tackle unwanted sexual behaviour and continues. As part of Project Guardian we the harm and fear it can cause to both

Commissioner’s Report 19 customers and staff. The Rail Delivery We successfully implemented a new Group is working with the rail industry to security pass system across our head replicate the approach and successes of office buildings and have rolled out Project Guardian on a national level. We security awareness training to staff across are pleased to be part of this important corporate and non-operational initiative. businesses. Tailored transport-sector security information has also been made Uber London Limited vs TfL available on Source, our internal intranet. On 25 November 2019, we notified Uber A new procedure for managers and senior London Limited (ULL) that it would not be staff to help strengthen protection issued with a private hire vehicles against internal threats to our security is operator’s licence at the expiry of its being finalised. This ensures a single current licence. ULL submitted an appeal process is used, with robust case to Westminster Magistrates' Court on 13 management and referral processes built December 2019. into the guidelines.

At a procedural hearing on 27 February Bus Safety Standard 2020, the Chief Magistrate considered We started our pilot of our Acoustic whether the Licensed Taxi Drivers’ Vehicle Alerting Systems on electric buses Association (LTDA) and United Trade on route 100 between St Paul’s Cathedral Action Group (UTAG) should be given and DLR station on 18 January permission to participate in the appeal. 2020. From 17 February 2020, we began The Chief Magistrate decided that the extending the rollout to new double-deck LTDA would assist her in the fair and just battery-powered buses on route 94 from resolution of the appeal and granted the Acton Green to Piccadilly Circus, including LTDA but not UTAG permission to Oxford Street. participate in the appeal. This signature sound has been developed The dates for the hearing have been set for new types of quiet-running buses in for 6, 7, 8 and 10 July 2020. London, so they will be heard and will be TfL-wide protective security programme universally recognisable from other road We have delivered several important users. measures as part of our protective This step was taken following detailed security programme which looks to create engagement with disability groups, bus a coherent, holistic, risk-based and drivers, operators, trade union proportionate security strategy. representatives and other transport

Commissioner’s Report 20 stakeholders. The chosen sound aims be advantage of cameras is that they are an effective warning to vulnerable road much smaller than mirrors and do not users of the approach and changing speed stick out from the side of vehicles. More of a bus, particularly to visually-impaired importantly, they give drivers a much people, pedestrians and cyclists. It is also better digital view down the side of the designed not to be overly intrusive to vehicle, particularly in bright and low-light neighbours. We also want this alert conditions or at night. system to help us with our Vision Zero target of no one being killed on or by a To make the most of safer vehicles, we bus by 2030. also continue training our 24,700 bus drivers through a training course called It is one of a range of safety features Destination Zero. So far, around 7,868 appearing on new as part drivers have completed the training. This of a revised vehicle specification called supports the Bus Safety Standard as more the Bus Safety Standard. This includes risk-averse driving and better bus designs better visibility side mirrors, more and technologies can help avoid and resistant anti-slip floors, dashboard reduce the impact of injuries. The learning warnings for drivers of potential material and virtual-reality headsets give a unintended acceleration and Intelligent drivers’ eye view of potential highway Speed Assistance which helps regulate the risks and invite attendees to select the bus to a digital road speed map of best course of action under the London. circumstances. The course runs until the end of the year due to the large volume The number of buses in the fleet fitted to of attendees. meet the new standard now stands at 129 vehicles. A bigger proportion of the fleet – Bus driver fatigue management 1,229 buses (13 per cent) – is fitted with In January we began reviewing driver Intelligent Speed Assistance which was fatigue risk management systems put already installed ahead of the standard. forward by four bus operators in London, as we look to develop safer ways of The Bus Safety Standard will adopt more running services in the capital. These will advanced safety technology and designs be refined in summer 2020 into finalised in 2021 and 2024. If technologies are ready systems for implementation, that in between the specifications being respond to the recommendations of revised, we will bring them in early, such independent research by Loughborough as camera monitoring systems, which are being trialled by several operators. One

Commissioner’s Report 21 University and the Swedish National Road or risk factors that could contribute to and Transport Institute. poor health and fatigue. This project fulfils the wider aims of Vision Zero and We are also launching a £500,000 fund for healthier working and is supported by us, bus driver fatigue innovation this month, the Unite the Union and bus operators. so operators can look at other initiatives they might want to take up in this field Fire safety and offset the costs. We are undertaking a wide-ranging review of how we manage the risk of fire across In a related wellbeing initiative, we have the organisation. Our review has been deploying a health-awareness bus at instigated several updates in our fire garages since 4 November 2019. safety rules and several of our Occupational health staff provide advice procedures. Our cross-functional team is and conduct screenings to identify issues working to remind local operations,

We continue to rollout our Bus Safety Standard including better visibility cameras

Commissioner’s Report 22 projects and maintenance teams of Safety, Health and Environment Week existing and updated procedures, and is As part of our work to deliver Vision Zero, managing a broader project to ensure that we will be holding three Safety, Health our overall approach is robust, effective and Environment (SHE) weeks in March and sustainable. The project will also and June 2020. The first week will run ensure that accountabilities are clear from 30 March to 2 April 2020 and will across the organisation. focus on what it means to be an SHE leader, emphasising personal Supplier health and safety responsibility and considering safety, We continue to roll out our supplier health and environmental factors in all assurance methodology across the capital our day-to-day decisions. delivery areas. This provides confidence that our suppliers can deliver safely and manage their employees and the environment in accordance with legislation and our expectations.

We share information from our engineering, construction, operations and maintenance teams to enable a risk-based approach to supplier management. We have seen a consistent increase in assurance activities. Our most recent findings show that:

• Our suppliers have increased their focus on improving leadership and culture

• Our suppliers are working together for continual improvements

• The vast majority (82 per cent) of our major project suppliers are fully compliant with the objectives in the Supplier Assessment.

Commissioner’s Report 23 Commissioner’s Report 24 4 Healthy streets and healthy people

Overview have seen the highest level of cycling As outlined in the Mayor’s Transport since measurements began in 2014. Strategy, since 2016 we have successfully completed work to reduce traffic Our cycling schemes also help improve dominance and encourage record the environment to make it easier and numbers of people to walk, cycle and use safer for people who walk. Our work public transport. alongside partners such as Living Streets is also helping to improve and re-time The overall share of journeys made by London’s 6,300 crossing signals. This walking, cycling or public transport is now financial year our work has helped tackle at 63 per cent, up from around 50 per cent barriers to walking at 51 locations by in 2000. This is the equivalent to removing delivering over 200 hours of journey time approximately 2.9 million private vehicle savings for those travelling by foot. trips from London’s roads every day. Together with the Mayor, we are Getting more people to cycle and walk committed to helping all Londoners lead not only helps to improve overall health more active, healthy lives and to creating and quality of life but also supports the a city that works for everyone. Mayor’s targets to clean up London’s dangerously polluted air. The Ultra Low By accelerating investment since 2016 we Emission Zone (ULEZ), the world’s have tripled the amount of protected toughest vehicle emissions standard, was space for cycling, with much planned for launched in April 2019 and has seen a 36 the future. There are now 162km of per cent reduction in nitrogen dioxide protected cycle lanes that are either (NO2) levels within the zone and a four complete or under construction, up from per cent reduction in carbon emissions. 50km in 2016. Laid out end to end, this would stretch from Leicester Square to The scheme, alongside significant work to Birmingham’s New Street station. We reduce emissions from our buses by 85 have also focussed efforts on enabling per cent and remove the most polluting more people to cycle through a range of taxis from our roads, has helped achieve actions, including delivering record significant air quality improvements ahead investment in cycle parking across 30 of the ULEZ expansion in 2021. As a result, London boroughs. This continuous an estimated 300,000 Londoners will be commitment to making cycling safer, saved from diseases attributable to air more secure and accessible has meant we pollution, such as lung cancer, with a cost saving to London’s NHS and social care system of around £5bn.

Commissioner’s Report 25 We are also making strides in reducing on the Mayor’s commitment to increase carbon emissions across all our tree cover, install sustainable drainage operations, from delivering the UK’s first along highways and deliver biodiversity bus routes to only use electric double- net-gain, helping protect and improve the decker buses to installing energy efficient natural environment, through our major lightbulbs across our estate. White Hart projects. Lane station, for example, includes solar panels on the roof and the mains supply Walking and cycling is resourced from 100 per cent renewable Cycleways energy. We continue to make good progress in developing the wider Cycleways network In addition, our recent work installing and have now constructed 162km since regenerative braking on the Central line 2016. has seen 1,700 tonnes of carbon emissions reduced each year. We are also working

We have tripled the amount of protected space for cycling across London since 2016

Commissioner’s Report 26 On 27 February 2020, it was confirmed Royal Borough of Kensington and Chelsea that we have met the Mayor’s target to and key local stakeholder groups to triple the length of protected cycle discuss these changes. network since 2016, with over 100km of protected space delivered in that time. Cycleway 4 Cycleway 4, a high-quality Cycleway route Cycleway 5 from to Greenwich, is Baylis Road now has protected tracks progressing well with the construction installed in each direction and is the final work. Good progress has been made section of Cycleway 5 between Clapham along the A200 Jamaica Road and at Common and Waterloo to be completed. Rotherhithe Roundabout, with 90 per cent The route will be launched during this of work now complete at the roundabout. summer. Construction has also started at Works for these sections are on track to the junction of Tanner Street and Druid be completed by May 2020. Street to introduce safety improvements and a connection between Cycleway 4 The Greenwich section of the route along (between Tower Bridge and Greenwich) Creek Road is progressing as planned and and Cycleway 14 (between Blackfriars and is due to be completed in time for Canada Water). summer. We are still preparing plans and seeking road space with a view to start Lambeth has also launched engagement construction for the remaining section on improvements at Rosendale Road along Evelyn Street in May 2020. which include the implementation of over Southwark Council published the 3km of protected space for cycling, 11 new consultation report for the Lower Road zebra crossings and the planting of over Gyratory section of the route in February 30 new trees. 2020.

Proposed improvements between Wood Cycleway between Kensington Olympia Lane and Notting Hill Gate and Hounslow We continue to work with the London On 12 December 2019, we began enabling Borough of Hammersmith and Fulham to works at Kew junction to construct a finalise plans for this section of the route, substantially segregated cycle track from while developing a series of Kensington Olympia to Hounslow. Main improvements for the section in the Royal works started on 22 December 2019, Borough of Kensington and Chelsea to including successfully removing all six address concerns raised during the islands at Kew Bridge junction. consultation. We are engaging with the

Commissioner’s Report 27 Cycleway between Hackney and proposed to extend Cycleway 4 from Westferry Tower Bridge to Woolwich. We plan to Detailed design for the first section of publish the consultation report in Burdett Road has been completed and the summer 2020. detailed design for the remainder is progressing well. The advanced works, On 10 February 2020 we published the which started on 28 November with the consultation report for the first phase of relocation of a cycle hire station, CCTV the Cycleway between Dalston and cabinets and utility diversions, were Clapton, with the route eventually completed on 10 January 2020. planned to extend to Lea Bridge. Construction for the first section is Discussions are continuing with the planned to begin in spring 2020. London Borough of Tower Hamlets to agree the start date for main construction Early public engagement has recently works, which were postponed from taken place on proposed Healthy Streets January to discuss some local access improvements between Wembley and requirements and coordination with Willesden Junction and the feedback is adjacent utility works. being used to help design future proposals, which we hope will be We are continuing to work closely with consulted on in late 2020 or early 2021. the borough to coordinate plans for the Grove Road section of the route with Cycleway between Camden and their proposed Liveable Neighbourhood Tottenham Hale scheme in the same area. The northern We are continuing to review designs and section of the route is being delivered by modelling to explore what may be the London Borough of Hackney and we technically feasible at several constrained are working with them to explore options locations along the route and are engaging with the hope of being able to start with relevant local councils regarding construction of this section in spring 2020. proposals ahead of a potential public consultation later this year. Future Cycleway routes Design work continues on several major Mini Hollands new cycle routes identified in the 2017 The Mini-Hollands programme involves 98 Strategic Cycling Analysis. Public infrastructure schemes and five behaviour consultation concluded on 16 February for change schemes across three outer the first phase of the Cycleway between London boroughs – Waltham Forest, Greenwich and Woolwich, which is Enfield and Kingston. Thirty two of the 103

Commissioner’s Report 28 Mini-Holland schemes are now complete, campaign will allow us to work with a including the A105 Green Lanes scheme, a diverse group of women and five-kilometre protected cycle route organisations to build an in-depth picture linking Enfield Town to Palmers Green of women’s experiences of cycling across (Cycleway 20) and a five km protected the capital. Cycleway in Waltham Forest between Whipps Cross and Millfields Park We are also launching a search for (Cycleway 23). By summer 2020, Waltham ambassadors who can help inspire other Forest will complete their Mini Holland women through cycling in 2020. We are funded programme. seeking a range of voices – from complete novices keen to try cycling, to more Schemes currently under construction experienced riders to share their personal include protected cycle routes on stories about cycling in London. Wheatfield Way in Kingston, the A1010 in Enfield and an extension of the Waltham Encouraging cycling in Kingston-upon- Forest's flagship Lea Bridge Road Thames Cycleway from Whipps Cross to On 17 February 2020, we launched a new Waterworks roundabout. Further campaign to encourage cycling within the schemes are progressing through design Royal Borough of Kingston-Upon-Thames. and consultation, including several cycle Go Cycle Kingston (Mini-Holland) is a links and Enfield’s Quieter major £32m infrastructure transformation Neighbourhoods. project with a network of Cycleways running into the town centre from key Supporting women into cycling locations across the borough. It is On 6 March 2020, we marked International designed to upgrade Kingston’s major Women’s Day by launching a new highway routes to accommodate the campaign, titled “Cycle Your City” which latest cycling infrastructure, while will run throughout 2020 to encourage improving the flow of road users and more women to take up cycling. A series people walking and cycling and enhancing of events and workshops will also be the environments through which they announced later this year in May as part travel. The campaign provided customers of the campaign. with information about the network including features of each route. The Women are underrepresented among campaign was promoted through posters, Londoners who cycle, with only 13 per leaflets, face-to-face activity, emails and cent of women in London who know how social media. to ride a bike currently cycling. The

Commissioner’s Report 29 Santander Cycles Corner in September, we have now Celebrating 10 years of cycle hire in constructed 31 of these junctions and all London of them have had mitigation measures This year we are celebrating the 10th introduced to reduce road danger. anniversary of Cycle Hire in the capital, Construction of Camberwell town centre Santander. Safer Junction began in October 2019 and work at Rotherhithe roundabout as part To mark this occasion, we are running a of Cycleway 4 is now complete. series of events, competitions and offers throughout 2020. On 4 February, we In addition, construction has recently announced our first winner, Sakhr Al- started at the following sites: Makhadhi – an enthusiastic cyclist from Harrow – who was among the first to take • Kennington Park Road/Braganza Street part in the scheme when it launched a • East India Dock Road/Birchfield Street decade ago. He has been rewarded with a free annual membership and a Santander • Edgware Road/Harrow Road Cycle named in his honour. • Edgware Road/George Street We are keen to hear from people who • Dalston Junction (Kingsland Road/Balls hired the cycles within the first year of Pond Road) the scheme, have completed the most journeys or who have a unique story to • New Kent Road/Harper Road share. • Clapham Road/Union Road The 10th anniversary comes as a record 709,000 Santander Cycles were hired in • Britannia Junction (Camden) January 2020, which is the best start to a The programme is currently on target to year in the history of our Cycle Hire complete 41 junctions by May 2020, in line scheme. with the Mayor’s Vision Zero commitment Safer Junctions – although there are challenges to be In April 2017, the Safer Junctions list overcome in relation to concerns raised highlighted the 73 most dangerous by stakeholders during consultation at junctions on our road network (defined as Camden Road/Camden Street, and the those with the highest vulnerable road complexity of traffic management and user collision rates between 2013 and statutory undertakings at Holloway 2015). Following completion of Highbury Road/Drayton Park.

Commissioner’s Report 30 Old Street roundabout under way, with construction of the new Construction is progressing at entrance to Old Street station roundabout, where a new design will near to Cowper Street set to be complete bring safety improvements for people in summer 2020. Excavation is underway walking and cycling by providing new and to enable construction of the base slab, improved crossings, fully segrega ted side walls and roof. Other associated cycle lanes, and a new public space with highways and drainage works in the an accessible main entrance to the southeast arm of the roundabout are also Underground station and the shopping progressing. arcade. This spring, a second temporary traffic Following the temporary traffic switch in switch is scheduled to take place to May 2019, which closed the southeast arm reopen the southeast arm of the of the roundabout, the main works are roundabout and close the northeast arm.

We continue to reconfigure key parts of our road network to improve road user safety and make it easier for people to walk and cycle

Commissioner’s Report 31 This will enable completion of the station King’s Cross and Euston Road roof strengthening works. In summer a Safety, cycling and walking improvements final traffic management switch will take are being delivered in phases in the King’s place to reopen the northeast arm of the Cross and Euston Road area. roundabout and permanently close the northwest arm facilitating the Safety improvements for the Duke’s Road construction of the new public space, and Churchway junction on Euston Road new customer and goods lifts and a new will be the first phase. Proposals include a main station entrance to Old Street ‘green man’ pedestrian crossing across station in the peninsula area. both Churchway and Duke’s Road and provision of safer north-south Completion is currently scheduled for movements for people cycling. The autumn 2021. sequencing and scope of other phases of work at Kings Cross is being reviewed, Highbury Corner taking the outputs from recent design Construction is substantially complete workshops. Advanced works for phase for the major reconfiguration of the road one started in 9 December 2019 and main network and removal of the gyratory at works began on 10 February 2020. Highbury Corner. Installation of new hostile vehicle measures outside Highbury Lambeth Bridge North and South & Islington station will later this year The scheme provides a significant upgrade following approval from Network Rail. for the safety and comfort of people Snagging and defect works are scheduled walking and cycling, by removing the to be completed by June 2020. current roundabouts on both the North and South sides of Lambeth Bridge Vauxhall replacing them with new signal- The project has been delayed since the controlled junctions. On the majority of interfacing developer’s planning approaches the proposal includes application was called in by the Secretary segregated facilities for cyclists with of State for Housing, Communities and dedicated cycle phases at the junction and Local Government in May 2019. Following new signal-controlled pedestrian crossing the Inspector’s report, published in facilities. Survey and design work are February 2020, the Secretary of State’s progressing to facilitate the detail and decision is anticipated this summer. We specification required for the new will be going out to tender for the design waterproofing, drainage and expansion and build contract if we have a positive joints on the bridge deck. outcome from the planning decision.

Commissioner’s Report 32 We have concluded our discussions with progressing, with the purchase of the Westminster City Council about its remaining three properties expected to response to the 2017 public consultation complete by spring 2020. The revised and having reduced the number of scheme layout in Armoury Way has been proposed banned traffic movements, completed with the design refinements have now received its support. The design requested by the London Borough of amendments and proposed way forward Wandsworth. The intention is to procure a was published on 5 March 2020 alongside detailed design and build contractor via the consultation report. Work will now the Civils Project Framework. Detailed progress to finalise the concept design, design remains on track to run in parallel and subject to approvals, detailed design with the Compulsory Purchase Order will start in November 2020. process to follow this. Subject to approvals, we plan to start construction Wandsworth gyratory at the end of 2021. The purchase of properties from landowners on Putney Bridge Road is

We have issued more than 14,000 HGV Safety Permits since October 2019

Commissioner’s Report 33 Direct Vision Standard who fail to meet new minimum safety The Direct Vision Standard was created to standards and obtain a permit will be improve the safety of all road users, issued a penalty charge of £550 a day for particularly the most vulnerable, such as driving in the capital once enforcement people walking, cycling and riding begins on 26 October 2020. motorcycles, by reducing vehicle blind spots. Rotherhithe Tunnel Concept design for the refurbishment of The registration element, enabling the Rotherhithe Tunnel is progressing to operators to apply for a heavy goods plan and is due to be completed this vehicle (HGV) Safety Permit online, was summer. A separate work stream to successfully launched on 28 October 2019. install additional protective measures at This gives operators a full year to prepare the tunnel entrances, to prevent over- and apply for a permit ahead of the height vehicles entering the tunnel has October 2020 enforcement date. As of started and is planned to be operational February 2020, we have issued more than by summer 2020. 14,000 HGV Safety Permits. Operators

An artist’s impression of what the Rotherhithe to ferry service could look like

Commissioner’s Report 34 Hammersmith Bridge A second public consultation, seeking We have committed £25 million to feedback on the final design options for progress the concept design for the the piers, ferries and how it will connect bridge replacement, together with with the local area will be carried out advanced works which are progressing to later this summer. plan. While this activity continues, we will work with the borough to provide greater Bus driver facilities clarity on the likely final cost and where Providing bus driver facilities aligns with the balance of funding will come from. the Mayor’s Transport Strategy by We are also progressing with plans to ensuring that the bus network is build a temporary foot and cycle bridge operationally efficient and reliable. It alongside the main bridge. The intention is ensures that our bus drivers have basic that pedestrians and cyclists can be human facilities and helps improve the moved off the main bridge to speed up service to our customers by avoiding the the repairs to the structure. need for unscheduled, mid-route stops, which can cause delays. In addition, it also Rotherhithe to Canary Wharf Ferry removes the risk of potential distractions On 6 March 2020, we released the first for bus drivers, helping to ensure that artist impression of what a new proposed they can drive safely. ferry between Rotherhithe and Canary Wharf could look like. The new service Most of these new facilities will be would provide a “turn up and go” service standalone permanent toilet units, across the Thames and encourage more adjacent to the bus stands where they are walking and cycling across London by required. Where possible we are adapting linking directly into local walking and existing infrastructure to ensure cycling routes such as the Rotherhithe integration with the local environment. Cycleway along Lower Road and Good progress has been made since the Rotherhithe Street. Mayor announced increased funding for To support the next stage of work, we bus driver facilities in February 2018. Over have appointed the consultants, Steer, to the last four years we have made assess different operating models on how significant progress in improving the we could run the service, including conditions and attractiveness of the role whether sponsorship and subsidy of the for London’s bus drivers. Since March service could be used to make it free to 2018, we have delivered new toilets on 48 customers. priority bus routes meaning that drivers on all bus routes now have access to a

Commissioner’s Report 35 toilet. We are further developing our and phase two of the A406 Madeley Road programme and will continue to provide projects will all start in February and be new toilets where changes to provision completed before the end of March. creates a priority, as well as continuing our renewal programme of bus driver We have also completed the delivery of mess rooms. 108 from 135 traffic signal technology projects throughout London including Bus driver retention 'Call Cancel' and ‘Bus Differential’ On 14 February 2020, the Mayor efficiency improvements. announced plans which will see around 20,000 London bus drivers receive a We continue to work with the boroughs retention payment of up to £1,600 as part to progress delivery of over 100 bus of plans to ensure the capital’s transport priority schemes on their road network network continues to be served by a this financial year. skilled and highly dedicated workforce Local Implementation Plan Major and help tackle turnover rates in the first Schemes three years of a bus driver’s career. Blackhorse Road and Forest Road All drivers will also receive a minimum The London Borough of Waltham Forest rate of pay from April 2020 drivers of began construction in June 2019. Works £25,535 a year. We have also introduced are currently progressing to programme the Licence for London and reviewed the and within budget and are expected to be process for Transfer of Undertakings onsite for 12 months. (Protection of Employment) (TUPE) West End Project processes to make it easier for drivers The London Borough of Camden has when moving between companies in completed most of the works on London. Tottenham Court Road, which is now Bus priority lanes operating two-way (buses and cyclists We have completed two schemes on our only southbound). Works are currently Road Network so far this year at A503 onsite at Gower Stand Princess Circus and Seven Sisters Road, and the A10 Kingsland are scheduled to finish this summer. Road in Hackney. Feltham town centre Works at A21 Tweedy Road began in The London Borough of Hounslow’s January. A23 Brixton town Centre, A2 Old works to the high street and Network Kent Road, A40 Greenford Roundabout Rail’s station improvements are both progressing alongside our contribution

Commissioner’s Report 36 towards improving the town centre and refreshed planters around Hendon high street, which are due to complete by Central station. the end of March 2020. Some elements of the overall scheme at the station, which Thornton Heath, Croydon are under the control of Network Rail, New trees have been planted and street have been delayed and the date for furniture painted and in addition TfL and overall completion has been revised from Croydon Council are working together on November 2019 to late 2020. local branding for the area.

Camberwell town centre Holloway Road, Islington Improvements on the A202 corridor TfL and Islington Council will work through Camberwell are being progressed together closely on ideas from residents through the Local Implementation Plan and businesses to improve the area Major Scheme programme but are being around Nags Head. TfL also plans to paint delivered by TfL. Works began on site in street furniture such as electrical cabinets November 2019 and the entire scheme is to promote links with the local area. planned to be complete by May 2020. This Peckham High Street, Southwark includes a Safer Junction at Camberwell The high street will be cleared of clutter Green. and new trees and planters will be added Healthy High Streets funding to help green the local area. These On 24 January 2020, we announced that improvements are in addition to proposed we are working with borough council measures to reduce road danger along partners to enhance high streets in six Peckham High Street, which include wider locations across London. Together we are pavements, improved pedestrian using creative low-cost ideas from local crossings and reduced speed limits. We communities to improve busy high streets will consult on these measures later this in Barnet, Croydon, Islington, Southwark, month. Tower Hamlets and Wandsworth to High Street, Tower Hamlets create better environments for local The market area will be improved with areas. The first six locations to receive better lighting, new stall coverings, Healthy High Streets funding are below. wayfinding signs, enhanced seating and Hendon Central, Barnet TfL will investigate repairing the existing New decorative ‘Welcome to Hendon’ water fountain. signage will be installed along with additional cycling parking, new trees and

Commissioner’s Report 37 More than 79 per cent of vehicles entering the Ulra Low Emission Zone are compliant

Tooting High Street, Wandsworth select up to six innovative ideas to test in New wayfinding will be installed to help London, providing land sites and subject people find both local markets and street matter expertise during the pilot stage. furniture such as electrical cabinets will be painted to promote links with the local Improving air quality area. Work on a scheme to introduce a Rapid charging infrastructure 20mph speed limit to Tooting town centre To support the growing number of zero is set to begin in May 2020, while emission capable taxis and the wider take- improvements to pedestrian crossings in up of electric vehicles, we are spending the area will start in the autumn. £18 million and working with the boroughs and other organisations to build a London FreightLab network of rapid charge points across We have recently launched London London. The total number of charge FreightLab - a challenge which asks points installed is currently 247 and we innovators to think creatively about how are on track to achieve 250 by the end of to make the best use of available land in March 2020, which will be a significant Greater London to reduce the adverse step towards our target of having impacts of freight and servicing activity, installed or supported the installation of including increased congestion, the 300 rapid charge points by December impact on vulnerable road users and 2020. reduced air quality. At present, there are more than 3,000 We are working with 10 forward thinking zero emission capable taxis licensed in industry partners involved in the freight London. Of the rapid charge points that and logistics sectors who together will have been installed under this scheme, 73

Commissioner’s Report 38 are dedicated to taxi use. We are working policies – which include the ULEZ, Low with the taxi trade to identify the most Emission Bus Zones and no longer favourable locations and are focusing on licensing new diesel taxis – are predicted the central London charging zone for taxi- to result in almost 300,000 Londoners dedicated sites following feedback from being saved from diseases attributable to the taxi trade. air pollution, such as coronary heart disease, lung cancer and dementia. This is Following the first rapid charge point hub a reduction of around one in every four air site supported by us and run by operator pollution-related diseases. Engenie going live with six publicly accessible points on 28 December 2019 - at The policies deliver a cost saving to the Stratford International station car London’s NHS and social care system of park - we are also developing designs for around £5bn and one million fewer new two further hub sites; one in Greenwich air pollution related hospital admissions and another in the City of London, which in London. Research by King’s College we expect to complete later this summer. London found that, if the Mayor had not These hubs will consist of a cluster of implemented a series of hard-hitting rapid charge points to support both taxi measures to tackle pollution, London’s air and public electric vehicle users. We are would not come into compliance with also in discussion with third parties about legal limits for another 193 years. the possibility of supporting further However, with the Mayor’s tough air potential hub sites. pollution measures, the analysis indicated that London’s air is set to reach legal ULEZ limits in 2025. Compliance with the scheme continues to increase. In January 2020, it was 79.1 per Van scrappage scheme launched cent, which is significantly higher than 39 On 22 January 2020, the Mayor increased per cent in February 2017 and 61 per cent in the support offered by the van scrappage March 2019. This data shows that we are scheme by opening it up to small ahead of our expectations that 79.2 per businesses with 50 or fewer employees cent of vehicles would be compliant with and doubling the payment available to the scheme after one year of operation. £7,000 with £9,500 now available to those switching to electric vans. A report published on 26 February 2020 into the impact of the Mayor’s bold action The increased funding will enable more to tackle London’s air quality crisis has van owners to switch to cleaner vehicles, shown that by 2050 the Mayor’s air quality while helping businesses prepare for the

Commissioner’s Report 39 expansion of the ULEZ up to the north standard, signs will be required; the and south circular next year, and the designs for these have been completed tightening of the London-wide Low and submitted to the Department for Emission Zone standards this October. Transport (DfT) for approval. Traffic modelling has been completed and a The announcement was supported by an number of borough workshops have been integrated communications campaign, held to share and discuss findings. We are which included radio, digital, posters, working closely with the Information local, London-wide and some national Commissioner’s Office to ensure press, face-to-face engagement, leaflets, alignment with General Data Protection stakeholder engagement, and emails. Regulations (GDPR) and have submitted ULEZ Expansion 2021 our draft Data Protection Impact The ULEZ Expansion project enlarges the Assessment. In addition, to support a central London ULEZ up to the North and successful launch a comprehensive South Circular roads. The Mayor marketing and communications plan is announced the scheme on 8 June 2018 for being developed, which will also promote delivery in October 2021. The project is the ULEZ van scrappage, and car and now in a detailed design phase with work motorcycle scrappage schemes. ongoing to define the system, The strategy and proof of concept phase infrastructure and operational for migrating existing systems from requirements and progress the necessary physical infrastructure to a cloud service supply chain commercial agreements that to manage ULEZ Expansion volumes was are required. completed in December 2019. Transaction From 25 October 2021 the ULEZ boundary volume forecasts for the expanded zone will be extended to create a single larger have been reviewed, revised and zone bounded by the North and South baselined. Cloud migration detailed design Circular Roads. Design is under way with is under way and the first phase of work the project team currently defining the to configure the new cloud platform is system, infrastructure and operational due to complete this July. changes required to enable a successful Survey work for the camera and the launch in October 2021. signage infrastructure work streams is On-street surveys have been undertaken under way and the signage designs have to inform the development of on-street been completed and approved by the DfT. infrastructure design. Some new, non- Engagement with boroughs is in progress

Commissioner’s Report 40 and work continues to develop marketing A joint marketing campaign for both LEZ and communications plans. 2020 and the HGV Safety Permit Scheme was launched in October 2019. This was Low Emission Zone 2020 supported by the successful launch of a The existing Low Emission Zone (LEZ) joint Vehicle Registration checker, also in standards will be made tighter from October 2019, targeted at HGV drivers for October 2020. The emission standards for both LEZ 2020 and the HGV Safety Permit lorries, vans and other specialist vehicles Scheme. Work is progressing on the over 3.5 tonnes as well as for buses, development of the TfL website update and coaches over five tonnes and the business and enforcement will change from Euro IV to Euro VI. operations system development and Owners of vehicles not meeting the testing necessary to prepare for the tougher emissions standards will need to launch of the scheme in October 2020. pay a daily charge to drive within the LEZ. These activities are planned to complete by July 2020.

Cleaning our bus fleet 90 per cent of our bus fleet The ultra-low emission proportion of our is now ultra-low emission bus fleet is now 90 per cent as our programme to retrofit mid-life buses and replace older vehicles with new, nears completion. We expect to raise all remaining vehicles to this standard or better by autumn this year.

Route 94 became west London’s first all- electric double-deck route on 17 February, operating between Acton Green and Piccadilly Circus.

We now have 230 electric vehicles in our bus fleet and expect up to 200 additional zero-emission buses by the end of 2020. The next routes expected to go live over the following six months will be the 23, 106, 212, 230, 323, 357, 444, C10 and P5, making it one of the largest electric fleets

Commissioner’s Report 41 in Europe. The new buses are liked by hazardous waste costs will reduce too as many customers for being quieter, cleaner the sodium lamps require replacement and having new features like USB charging every two years, whereas the new LED points – helping us raise customer lamps have a minimum lamp life of five satisfaction too. and half years.

Reducing our energy consumption The waste heat from London We are working to reduce energy Underground’s ventilation shafts has the consumption across our network through potential to be used to heat nearby energy efficiency. We are preparing to buildings. On 5 March 2020, in partnership deliver an enhanced programme of LED with the London Borough of Islington, and lighting upgrades in 2020/21 across London together with the Mayor, we launched the Underground stations, depots and TfL’s Bunhill 2 Energy Centre which takes waste streetlights. heat from Northern line tunnels to heat local homes, a school and two leisure London Overground has installed LED centres. We have also undertaken a study lighting across all stations on the West on 56 vent shafts to assess the potential Anglia lines resulting in a reduction in of each for waste heat export. We have energy use of around 12 per cent for each completed detailed technical feasibility station. In addition, three electric vehicle studies on the top six sites and are charging points have been installed at developing our strategy to bring feasibility their New Cross Gate Depot. studies of other potential sites forward. In Keolis Amey Docklands, which operates addition, brand new trains which make the DLR, has installed electric charging use of regenerative braking have replaced points at Poplar with four electric vans old diesel rolling stock on TfL Rail and brought into use to help support DLR London Overground. These recycle energy operations. More charging points will be back into the network which helps installed throughout 2020. increase energy efficiency.

The re-lamping of Greenwich Power Station’s gas turbine hall has been completed. Ninety high pressure sodium lamps were replaced by LED lamps that are reducing lighting power demand by 60 per cent, equating to a saving of around £10,000 per year. Maintenance and

Commissioner’s Report 42 Our Network Management Control Centre operates 24 hours a day to help keep London’s road network moving

On 3 February 2020, we also reached a The most recent vehicles have major milestone in support of The enhancements like autonomous braking Mayor’s London Environment Strategy at low speed, better CCTV, improved and Solar action plan, as the first solar heating and air conditioning to improve panels were successfully installed on the comfort and more tinted windows to roof of the Tunnelling and Underground reduce glare. These newest buses have Construction Academy in Ilford and will also been modified to make them easier be operational later this year. to access for passengers with new hand rails at the front door and saloon area, This milestone marks the beginning of the and an easier to deploy and stow away installation of solar photovoltaic panels ramp at the front door. We are 50 per across our estate, delivering solar- cent of the way to retrofitting the first 90 generated, zero-carbon electricity. buses with these modifications.

This installation is an example of TfL-wide Encouraging behaviour change collaboration as we build momentum for Car Free Day 2019 the wider solar programme. The central London Car Free Day event, Dial-a-Ride Reimagine, took place on 22 September The roll-out of 166 new ultra-clean Dial-a- 2019 with an estimated attendance of Ride minibuses is underway with 61 of the 70,000 people, and an in depth, evaluation latest specification vehicles now in report was commissioned to analyse the service. These have been ordered to impact of the event. enable us to operate uninterrupted door- to-door services for passengers with the Sixty-five per cent of Londoners surveyed greatest accessibility needs in the immediately after last year’s Car Free Day enlarged ULEZ from 2021. This follows an say the events inspired them to use the earlier order for 90 vehicles to comply car less. The follow-up survey done three with ULEZ from April this year. months later showed that 98% of

Commissioner’s Report 43 attendees support the event being held in using public transport and active travel London every year. and features several new messages, including exploring our safer cycleways Activities were held across more than and night time service improvements. The 27km of closed streets in central London campaign includes an advert that has run including Tower Bridge (closed to all in cinemas and on video on demand as traffic), London Bridge (buses only) and well as on posters across our network much of the City of London. We also and other key sites in London. Customer worked closely with boroughs to promote research results from the initial participation, and local events took place September 2019 launch indicated strong across 27 boroughs, with 385 Play Streets - campaign awareness as well as increases almost double the target of 200. A free in the number of people who strongly promotional code giving people across agree that the advertising ‘makes me want London free cycle hire for 24 hours to use public transport and active travel resulted in a record 1,373 redemptions – more’. the highest of any day code in the history of TfL’s Cycle Hire scheme. expansion The Court of Appeal handed down its The Reimagine event was recently judgment in the Heathrow judicial review awarded the ActTravelWise award for appeals on 27 February 2020. The Mayor best campaign of 2019 and has also been was a claimant and TfL was an interested shortlisted under the Excellence in Travel party alongside five boroughs and Information and Marketing award for the Greenpeace. Two other challenges Awards. brought by Friends of the Earth and Plan B on climate change grounds were heard at This year the Mayor’s central London the same time. Reimagine event will take place on Sunday The Court found that the Secretary of 20 September 2020. State acted unlawfully in failing to take into account the Paris Agreement on What Matters campaign Climate Change when preparing and We continue to encourage Londoners to designating the Airports National Policy travel using sustainable modes. On 31 Statement (ANPS) which supports a third January 2020, we launched a second runway at Heathrow. round of activity as part of our ‘What Matters’ campaign. The campaign The Court ordered that the ANPS has no continues to communicate the benefits of legal effect unless and until the

Commissioner’s Report 44 Government reviews it to take into Commissioner, Will Norman, we account the Paris Agreement. published three tools: the Strategic Walking Analysis, the Planning for Walking The Government has accepted the Toolkit, and the Strategic Active People Court’s decision and did not seek Analysis to enable better design for permission to appeal. Two interested walking and physical activity and provide parties, Heathrow Airport Limited and an evidence-based approach to inform Arora (who own land and hotels in the investment for projects and programmes. perimeter of Heathrow Airport), have These three tools will help encourage the sought permission to appeal to the behavioural shift required to meet the Supreme Court. ambitious target of 80 per cent of Liveable Neighbourhoods journeys to be undertaken by active, The Liveable Neighbourhoods programme efficient and sustainable modes by 2041. is a key part of the Mayor’s Transport Our Planning for Walking toolkit brings Strategy, which aims to create locally-led, together a range of tools that we have attractive, healthy and safe developed over recent years that can be neighbourhoods that encourage walking, used to inform design briefs that shape cycling and public transport use and the walking environment across urban reduce car journeys. streets. The toolkit is structured to Over the past six months, early works provide planners and designers with a list began on Essex Road in the London of options for collecting and assessing Borough of Waltham Forest and they have data that can then be used to inform also progressed through stage gate three, design decisions which impact on the meaning detailed design is now underway. walking environment. Public consultation was launched on the Our Strategic Walking Analysis tool West Ealing and Deptford Parks projects. provides detailed insights on walking, Nineteen bids were received as part of the building on our Travel in London reports. third bidding round and so the It also outlines how the datasets have assessment period is underway. been derived and how the data can be Successful bids are expected to be used. The data provides an evidence-base announced on 20 March 2020. to inform and support decision making for walking projects and programmes by Encouraging active travel helping to identify where investment At an event on 16 March 2020 with the could unlock more walking. Mayor’s Walking and Cycling

Commissioner’s Report 45 The Strategic Active People Analysis As part of our efforts to reduce the makes the case for further investment to number of road incidents in London, support Londoners to achieve the 20 working with Lambeth Council and Bosch, minutes of active travel each day that is we have installed two cameras to better recommended for health. It references understand road user behaviour at the the Strategic Walking Analysis and pedestrian crossing outside Brixton Strategic Cycling Analysis as tools for station. identifying locations for investment and describes the ‘near market’ of Londoners Footage from these cameras, which are who have the highest potential and set to ensure privacy of individuals propensity to switch to more active recorded, will enable us to identify when modes of travel in the short-term. It also incidents and near misses occur, and summarises the findings from our recent consider, trial and evaluate innovative qualitative research which prompted solutions to improve road safety. Londoners to try fitting 20 minutes of This innovative project, a world first, to active travel into their daily lives and sets explore the capabilities of using artificial out recommendations for how the intelligence and camera data to assess findings of the research can be used. road safety is part of our Vision Zero TfL and Bosch corporate innovation approach and will run for approximately partnership – Brixton air quality and two months. road safety trial Surface technology As part of our work to improve London’s This programme is responsible for air quality we have recently installed air overseeing strategically important quality monitors around Brixton town technology projects within our five-year centre in partnership with Bosch and business plan and to provide a structure Lambeth Council. for all future technology projects being Data from these sensors alongside delivered by the Surface transport Bosch’s emissions data modelling directorate. capabilities will allow us to evaluate more Surface intelligent transport systems effectively how changing traffic signal We are leading the way in delivering timings could help reduce localised innovative new road traffic management emissions and help make areas more systems to make journeys on foot, bike pleasant for people walking and cycling. and bus, as well as essential emergency services and freight trips, as efficient as

Commissioner’s Report 46 possible. We are working with Siemens to process of shortlisting. The second phase develop the Real Time Optimiser system. of this tender will be issued to the This will manage the flow of people on shortlisted bidders in April 2020 for them London’s road network by controlling the to submit their potential solutions. phasing of traffic signals using pre- planned timetables, manual interventions Using data and artificial intelligence to and optimisation techniques. assess demand on the network The BBC filmed a news item in the We have also recently finalised a Network Management Control Centre procurement process and have appointed covering work we have been doing with Sopra Steria as a new delivery partner, to Vivacity Labs. We have been working with work with us to design, develop and Vivacity Labs to look at how we can make implement a new incident management it much easier to assess demand for road system, which will help us to increase the space and improve how we operate the speed at which we detect and respond to road network, both for investment incidents on the road network. planning and, more importantly, for real- time operations. Until now, we relied Operational safety and compliance mainly on manual traffic counts which are We are developing a consolidated carried out at limited locations on compliance and enforcement programme London’s road network and are only able to support a more versatile Compliance, to give a snapshot of road use on the Policing and On-street Services operation. given day or time. We are currently in the process of defining the project scope, with a view to The sensors use artificial intelligence to confirming a delivery strategy next year. evaluate video images to detect people walking and cycling and other types of This programme includes procuring more traffic, including cars, HGVs, vans and efficient systems and services to help TfL buses. This will lead to a much better in licensing taxi and private hire vehicles, understanding of demand, where it occurs drivers and operators. We will ensure that and how we can balance it. The data is business continuity is maintained and that gathered around the clock, which our customers are protected and ensuring provides a significantly more detailed vehicles are safe, accessible and meet picture of how London’s roads are being strict environmental standards. We issued used by everyone 24/7. All video captured a Supplier Questionnaire to the market in by the sensors is processed and discarded January 2020 and interested bidders have within seconds, meaning that no personal provided responses which we are in the

Commissioner’s Report 47 data is ever stored. Forty-three Vivacity cent to 72 per cent, incorporating charges sensors are being installed at 20 central on the 20 busiest footways, along with a London locations for a two-year trial to range of suggested amendments to understand the full range of capabilities charging levels and increased the technology has to offer, as part of the opportunities for works promoters to wider Surface Intelligence Transport avoid charges, or secure reductions Systems programme. through improved planning and high safety standards. Subject to approval ULEZ expansion traffic manager briefing from the DfT we will make the new A strategic modelling exercise was scheme live this summer, following a undertaken to test the impact of ULEZ three month notice period to works expansion on traffic behaviours and promoters. operational resilience of the North and South Circular routes, which will be the Working together with London Cycling perimeter of the new expanded zone. Campaign to improve traffic light timings Hosted by Alex Williams, the Director of We will be asking London Cycling City Planning, these technical briefing Campaign members to make suggestions sessions were attended by the 15 for our annual traffic signal timing boroughs to share the traffic modelling programme for 2020/21. Using our in- results for the boundary studies. General house GIS mapping system, we have updates on camera and signage locations devised an interactive web map where were also provided as part of the briefing. cyclists can enter their comments about Borough stakeholders have responded traffic light junctions where a timing positively to these sessions and have review could help improve journeys for welcomed the opportunity to feed back cyclists. Every year, we review traffic light to us. The next step is to share the timings at more than 1,200 locations with detailed modelling report and offer one- the aim of improving their performance to-one sessions with any borough which for people who walk, cycle and use buses requests one. and this new trial of a map-based system will significantly improve the way we Lane Rental, a revised scheme to support receive feedback from road users. Healthy Streets We have submitted our plan to revise Future-proofed roadworks collaboration London’s Lane Rental scheme to the DfT. on , Tower Hamlets They will evaluate our proposals to The Highway in Tower Hamlets is a key extend the overall network from 56 per strategic link between Canary Wharf and

Commissioner’s Report 48 Westminster and so keeping disruption associated with roadworks to a minimum is important. Recently, Thames Water found a failed sewer under the eastbound carriageway and Cadent Gas also found multiple leaks along its westbound gas main – both of which needed urgent repair.

Working with the GLA’s Infrastructure and Development Coordination Team, we have been able to use newly available data about utility companies medium- and long-term investment to identify there were also plans to provide new utility infrastructure here soon. This gave us a unique opportunity to deliver future investment at the same time as the urgent maintenance works (we carried out planned road resurfacing too) - future proofing the road against repeated roadworks.

Commissioner’s Report 49 Commissioner’s Report 50 5 A good public transport experience

Overview our network. These include 79 Tube To deliver the Mayor’s Transport Strategy, stations, 60 Overground stations, 23 TfL over the last four years we have delivered Rail stations and all DLR stations and investment to ensure public transport is Tram stops. Before 2016, 26 per cent of the an attractive option for all Londoners. Tube network was step-free. By spring Having the right services where needed 2024, which is when all the stations in the and for these to be easily accessed, Mayor’s accessibility programme will be reducing crowding and keeping fares complete, at least 38 per cent of the Tube affordable, are all helping to minimise car network will be fully accessible. dependency across London. Another significant milestone that helped A key part of this has been our ambitious improve mobility around London and step-free-access programme to help made travel more affordable for millions improve accessibility for thousands of of people was the launch of the Bus Londoners across the city. There are now Hopper fare in September 2016. To date, more than 200 step-free stations across there have been more than 430 million We continue to deliver our accessibility programme and now have more than 200 step-free stations across our network

Commissioner’s Report 51 hopper journeys made, with just under per cent of the Underground network. We three million journeys each week. Bus are also nearing completion of the routes 18, 25 and 140 are some of the most Northern Line Extension, which will popular routes where the hopper fare is unlock a brand-new section of the city to frequently used. new homes, jobs and a thriving community. In the past few years, We have also undertaken one of the investment in the Victoria line has seen it largest modernisation programmes in the become one of the most frequent metro history of the London Underground. The lines in the world, with a train every 100 highly complex Four Lines Modernisation seconds. programme is replacing a signalling system that stretches back to 1926 with Through using the latest payment modern digital signalling which will boost technology, we have revolutionised frequency and cut journey times on 40 travelling in the capital, with demand for

We have revolutionised our payment technology to help make it easier for customers to pay for their journeys

Commissioner’s Report 52 pay as you go, particularly using ready during summer 2020 ahead of contactless payment, continuing to grow further testing of the routeway, and Trial and now being the most popular way to Running due to get underway in autumn pay for travel. This has made it convenient 2020. and simple to use our services, with over three billion journeys made on CRL continues to work closely with contactless so far, with cards from over Network Rail, with more than 90 per cent 145 countries used on our services. of works on the network now complete and passengers travelling on TfL Rail Elizabeth line services between Paddington and On 27 February 2020, the Crossrail Limited Heathrow and Reading, and on services (CRL) Board confirmed that it remains on between Liverpool Street and Shenfield, schedule to open the central section of benefitting from several station and the Elizabeth line between Paddington accessibility upgrades. and Abbey Wood in summer 2021. Following the opening of the central To ensure we are fully prepared for the section, full Elizabeth line services from start of Elizabeth line services, the Reading and Heathrow in the west to Managing Director of London Abbey Wood and Shenfield in the east are Underground, Andy Lord, is actively planned to begin by mid-2022. coordinating all relevant teams within TfL and providing a clear overview of CRL continue to ensure health and safety handover and our operational readiness. remains its top priority as the project moves from completing construction Modernising the Tube works into ensuring the railway is ready Upgrading the Circle, District, for operational testing and passenger Hammersmith & City and Metropolitan service. CRL has confirmed that it is lines making good progress on the routeway The Four Lines Modernisation project is and installation of train software, as well one of the most important upgrades in as beginning the handover of the first the history of the Tube network. The first shafts and portals. Focus remains on section of the new signalling system was completing any remaining construction introduced in 2019. In the last few months, work, integrating the train software and the operation of the new signalling completing extensive assurance of all system has been extended from Latimer assets before handover to us. CRL has Road to Euston Square on the Circle and reported that it expects all stations to be Hammersmith & City lines, from there to Finchley Road on the Metropolitan line,

Commissioner’s Report 53 We recently visited Goole in East Yorkshire to see the site where our new Piccadilly line trains will be built

and to Paddington on the District and Bank station upgrade Circle lines. Our work to upgrade Bank station will see capacity boosted by 40 per cent and We have worked closely with our project includes creating a new Northern line supplier who has responded positively tunnel, platform and circulation spaces, a with a range of measures to improve track new entrance on Cannon Street, the to train communications and other issues introduction of step-free access to the that caused some initial disruption for Northern line, additional interchange passengers. between the DLR platforms, and two new Trackside works and software repairs took moving walkways between the Central time to be implemented, however we are and Northern lines to reduce customer now seeing improvements. Further work journey times. is planned for implementation over the The construction of the new station next three months. We have delayed the entrance on Cannon Street is progressing rollout of the system until all planned well with the dividing walls for the improvement works are complete, and we operational rooms now complete. Fit out are working with our supplier to agree a works are on track to start in spring, new schedule for this. which will begin with floor finishes and When the signalling upgrade is complete cable route management systems. in 2023, capacity will increase by a third We have completed constructing the across the four Underground lines, with platform walls and the first stage track increased frequency from 28 to 32 trains bed in the new southbound platform per hour and quicker journey times. tunnel. The structural works that will

Commissioner’s Report 54 The new roundels at Battersea Power Station are a major milestone for the Northern Line Extension

house the two new moving walkways for in Vienna, Austria, where they will learn the Central line interchange tunnel are from colleagues in a well-established rail now complete. Preparation works for the manufacturing operation. final escalator barrel from the new interchange tunnel to existing DLR The new Piccadilly line trains will serve concourse have been completed, ready the line from 2024 and will deliver faster, for tunnel excavation to start in spring more frequent and more reliable journeys 2020. with air-conditioning and walk-through carriages. Apprenticeships launched to help build new Piccadilly line trains Brixton station escalator upgrade On 10 March 2020, the Commissioner We completed essential maintenance on visited Siemens Movility’s development one of the escalators at Brixton station site in Goole in East Yorkshire where our ahead of schedule. One part of the new Piccadilly line trains will be built. On escalator was found to be wearing more the day, applications also opened for 12 quickly than expected during a routine new apprentices in Level 3 Rail maintenance check due to the escalator’s Engineering who will start in September heavy use; Brixton is one of the busiest this year and spend their first year at stations on the Tube network. The work college and four days a week on was due to take three weeks but was placement at Siemens Mobility traincare completed in just 10 days and reopened facilities, building up their practical skills on 24 February 2020. and experience. Their third year will be Escalators on the London Underground split between working full-time at network are in use for around 20 hours Siemens Mobility’s new Goole facility for each day and need to be regularly six months, followed by a six-month maintained to operate safely. placement at the company’s trains factory

Commissioner’s Report 55 Mill Hill East station timeframe while maintaining continuity Mill Hill East station became the 79th for station operations. step-free London Underground station on 21 February 2020 with a new lift and link Victoria station bridge delivering step-free access from At Victoria, we have built a new north street to platform. The lift, which can ticket hall and 300 metres of subways. We carry up to 17 people, now makes it easier have increased the size of the south ticket for customers with mobility needs, hall by 50 per cent. Step-free access to all buggies or heavy luggage to use the Tube. platforms is now meeting the needs of the estimated 105 million customers who The building work included the use the station each year. construction of a lift tower, clad in bricks selected to match the original Victorian The overall work on the station and station building, with a short bridge surrounding buildings is largely finished, linking to the platform. As this is a station with the main contractor works now on the outskirts of the Tube network, the complete. The Duke of York public house lift also helps to unlock our city for more re-opened to the public in December 2019 of our customers. as planned.

Another 11 Tube stations will become A design study is under way to identify step-free this year, meaning over a third how best to use the space at ground level of the Tube network will be fully previously occupied by retail units (175-179 accessible for customers with mobility Victoria Street). Once we have a solution needs. acceptable to Westminster City Council, we will identify delivery and funding mechanisms. In the meantime, we will Following the successful opening of the take forward this initiative as part of the western entrance of Finsbury Park station, wider development of the Victoria Street we reached another significant milestone island block. with the successful migration of the station’s operations room on 27 January Elephant and Castle station 2020. We will provide a new station entrance and new Northern line ticket hall as part The migration was complex, requiring of a private sector re-development of the extensive planning and coordination, Elephant and Castle Shopping Centre. This internally and externally, to ensure a will significantly increase station capacity seamless transition in a challenging to meet future demand. The developer

Commissioner’s Report 56 will construct a new station box as part of at Nine Elms. It is expected to be its scheme. We will contribute the fit-out completed in autumn 2021. of the ticket hall, step free access and tunnels connecting the ticket hall to the We continue to make good progress on all existing Northern line platforms. Future work sites. Primary civils and structural interchange with the Bakerloo line will be works are complete. We are now focused safeguarded within the construction of on the fit-out of the new stations, the new station box. installing the power supply and extending the signalling used on the Northern line The concept design of the new ticket hall into the extension. and its integration into the wider development are progressing. At Battersea, the permanent connection Engagement with the developer is into the Thames Water sewer has been focused on negotiation of the developer made. Rather than closing Battersea Park agreement and Section 106 agreement. Road, we decided to excavate a 25m hand- mined tunnel, in sand and gravel, under South Kensington the road. The tunnel goes under a major We are working with our joint venture gas main, water mains and high voltage partner, Native Land, to develop new HV networks. We completed the final commercial space and housing on land breakthrough into the sewer at night surrounding South Kensington station. when the water pressure could be This includes restoring the listed arcade. reduced.

As part of the proposals, step-free access The signalling equipment room has been from the street to the District and Circle handed to the signalling contractor for fit- lines will be provided. In February, we out and the first of many roundels within presented our proposals to the local the station have been installed. In total, community and stakeholders and will be 113 roundels are being manufactured for submitting a planning application in installation at the two new Northern Line summer 2020. Extension stations – 62 for Battersea Power Station and 51 for Nine Elms. The Northern Line Extension new roundels, among the most The Northern Line Extension project recognised and imitated logos in the includes a twin-tunnelled extension from world, are being manufactured at family- Kennington to a new terminus at owned AJ Wells & Sons Ltd on the Isle of Battersea Power Station, via a new station Wight where London transport signage has been produced for generations.

Commissioner’s Report 57 Fit out and mechanical and electrical the ticket hall entrance. The ceiling, works within the basement of the comprising golden aluminium tubes to Kennington Green and Kennington Park make the architectural finish to the headhouses continue to progress well. At underside of the canopy, has been the surface, we have completed the completed. Internally, the mechanical and installation of waterproof material over electrical team has been progressing the top of the basement. throughout the four station levels installing vast amounts of cable At Nine Elms, the external façade is management hardware for the future changing rapidly. The first phase of station’s power supply. reconstituted stone cladding has been fixed to the eastern superstructure. We Barking Riverside Extension will apply the same finish to the western We are delivering a new rail link to serve superstructure. In addition, glass fibre the 10,800 new homes that are planned reinforced cladding has been installed at for the Barking Riverside development

On 3 March 2020 the first new London Overground trains were introduced on routes into

Commissioner’s Report 58 area. We will build a spur from the Tilbury outlining our response to issues raised in Loop line east of Barking, to extend our summer 2020. Overground service to and from Gospel Oak to Barking Riverside. DLR extension The GLA recently held a 12-week Our main works contractor has consultation on proposals to support successfully completed over 90 per cent growth in the Thamesmead and Abbey of piling works and over 50 per cent of Wood Opportunity Area. Thamesmead viaduct pier walls have been constructed, and Abbey Wood is one of the largest with viaduct deck beams now being areas of opportunity in London. The draft poured across the site. Underground OAPF supports the delivery of key unmapped utilities continue to frustrate physical and social infrastructure to the the completion of the remaining piling area, and the document sets out a range which is affecting the to complete works. of growth scenarios and the transport The project team is exploring ways to infrastructure required to support the mitigate any delays through resequencing growth. As part of this, the Mayor has other construction activities. made a commitment to investigate the potential of extending the DLR to By the end of January 2020, over half a Thamesmead, via Beckton. Work through million hours had been worked on the this OAPF shows that over 15,000 new project without a lost time injury. homes and 8,000 new jobs could be Bakerloo Line Extension delivered if the DLR was extended. The On 21 January 2020, the London Borough consultation on the OAPF closed on 10 of Southwark approved its contribution of March 2020, and once feedback to the up to £7.5m towards the integrated single consultation has been analysed, we will ticket hall at Elephant and Castle that will decide on how to take this work forward. enable construction of the Bakerloo Line New London Overground trains on Extension station box. This contribution routes into Liverpool Street will be matched by £7.5m from the TfL On 3 March 2020, the first new state-of- Growth fund and is a key step on the way the-art trains were introduced onto the to extending the Bakerloo line to London Overground from Cheshunt, Lewisham, and potentially beyond. We Chingford and Enfield Town into will be releasing a report on results of the Liverpool Street. The new electric trains recent consultation on our extension will increase capacity by around 10 per proposals on followed by a report cent, with customers benefitting from air-

Commissioner’s Report 59 conditioning, free Wi-Fi, real-time and staff will also be available for at least information screens, USB charging points one day over the weekend. and more wheelchair spaces. The quietest ticket offices, such as Bruce The trains will run as four-car trains and, Grove and Penge West, will retain a at peak times, will have the option to be staffed ticket office every weekday in the connected and operate as longer eight-car morning from 07:30 until 10:00, so that units. It is expected all the new trains will they are staffed when customers need be in service by the end of June 2020. them most, ensuring a consistent set of hours across the network. Improving customer service on London Overground These changes reflect the way people We listened to concerns raised by the now pay for their travel as many people trade unions around customer safety, and choose to use contactless payments and worked with , the mobile devices instead of paper tickets. operator of London Overground, which conducted a station-by-station review of In parallel with the discussions on the network, including consulting its staff changes to ticket offices, the Mayor for their views. allocated £1m to invest in new technology to improve London Overground stations After a three-week consultation process, and make it easier for customers to get it was decided that ticket office opening help when they need it. The new hours will reduce at most London technology connects customers by video Overground stations. On 18 December link to a member of staff who can help 2019, South Acton and Bruce Grove guide them through ticket purchasing and reduced their hours as part of a phased provide other assistance if needed. roll-out plan. Improving bus patronage For many of the busiest stations across Demand-responsive buses the network, such as New Cross Gate, There is rising patronage on our second Walthamstow Central, Willesden demand responsive bus trial following its Junction and Crystal Palace, there will be launch in the borough of Ealing, where up no changes to the operating hours of to 40 per cent of residents and ticket offices. Stations with less busy commuters historically prefer to use their ticket offices, such as Honor Oak Park and own cars or taxis. It can be booked for a Carpenders Park, will have a staffed ticket flat-rate fare of £3.50 and £2 each for office every weekday in the morning peak, additional passengers, and operates from

Commissioner’s Report 60 06:00 to 01:00, seven days a week, 2020. We concluded that moving the covering a catchment area from Southall operation and maintenance in-house in the west to the North Circular, and the would bring a higher level of control and, A40 down to Boston Manor in the south. by using our experience and resources, improve customers’ experience. New bus routes launched We continue to improve the London bus We expect the transition to an in-house network. On 25 January, we saw the operation to happen by the end of the introduction of the new bus route 497 year, after the necessary preparation and (from Hilldene Avenue in Harold Hill to employee consultation has concluded. To Harold Wood station), the seventh new support this, we have agreed a short route introduced in the financial year. The contract extension with Briggs Marine. other new routes were 301, 335, 278, 218, 306 and X140 and routes 125 and 440 were London Passenger Pier Strategy extended. These service changes were Our London Passenger Pier Strategy was supported with a combination of posters, published in November 2019, providing local press, digital advertising and email strategic aims to support safe and marketing. The new X140 limited stop sustainable growth in passenger journeys route (from Heathrow Central Bus Station on the river. We are working with the Port to Harrow Bus Station) was supported by of London Authority to identify options advertising and the outside of the bus was to support passenger growth as set out in designed to highlight key interchange the Thames Vision and we continue to stops along the route. work closely with them to maximise the output of the findings. The report is Woolwich Ferry expected to be published in summer 2020. On 10 February 2020 we confirmed our River bus volumes have followed a steady intention to bring the operation and growth trend over the years, contributed maintenance of the Woolwich Ferry in- to by the opening of a number of new house by the end of 2020. The aim of piers. bringing the service in-house is to focus on improving performance, ultimately Innovator Cities collaboration providing better service for the two Together with the Mayor, we have signed million customers who use it every year. an agreement with Los Angeles to We explored the options ahead of Briggs become ‘Innovator Cities’, enabling Marine’s contract expiring on 31 March greater collaboration to tackle some of

Commissioner’s Report 61 the biggest transport issues facing cities The London FreightLab will be the first around the world. innovation challenge to test this approach; the winning innovators will be Under this pioneering agreement, the given the opportunity to pitch their cities will work together to develop solutions to the Mayor’s Office for the innovation challenges, identifying where City of Los Angeles for the opportunity to similar problems exist and making sure go and test their ideas in another global that solutions developed in either city can city. work elsewhere in the world. High Speed 2 The agreement will also give companies High Speed 2 (HS2) is the new high-speed the opportunity to take part in ‘start-up railway currently under construction that exchanges’, to enable start-ups to pitch will connect London to the West their ideas in both London and the City of Midlands and the north of England. TfL’s Los Angeles. This will ensure both cities interface with the project comprises new can benefit from the best and brightest infrastructure and operational facilities at ideas to their common issues. Euston and Old Oak Common.

We celebrated the first London Borough of Culture in Waltham Forest in 2019

Commissioner’s Report 62 The government launched the Oakervee capture local aspirations and inform review in August 2019. It was published on design development. 11 February 2020, alongside a recommendation from the Prime Minister London Borough of Culture 2020 that the project should proceed. The Following the success of the first Borough Oakervee review made several of Culture in Waltham Forest during 2019, recommendations for the project. In the Brent is the Mayor’s London Borough of coming months we will work with HS2 Ltd Culture 2020, and will celebrate with a and the DfT on how to address these, in programme of art, performance and particular the intention to use Old Oak events throughout 2020. We will work Common as a temporary London with the GLA and Brent to support the terminus, as Euston will take longer to programme of events in appropriate TfL complete due to its complexity. We will media channels such as our Time Out continue to work with the DfT, HS2 Ltd media partnership and on TfL social media and local authorities to explore new channels. We will use this opportunity to opportunities and mitigate potential risks encourage visitors to use public transport, to us and our customers. walk and cycle to make the most of the fantastic events on offer. We are establishing consistent ways of working with HS2 Ltd, its supply chain and To promote the programme, we have across teams within TfL. The processes installed a specially commissioned Brent include: design development, work Borough of Culture roundel at seven package delivery, technical assurance, London Underground and London communications, commercial procedures, Overground stations across the borough. requirements management, information We have also created a cultural map that management and project controls. showcases events during the year, which we will be promoting across the network. We are also working closely with the London Borough of Camden to develop a Changes to returns programme of strategic highways We have changed the way new customers measures on roads surrounding Euston can get their £5 deposit returned when station in line with the Mayor’s Transport their card is cancelled. Cards issued from Strategy and Healthy Streets approach. To 23 February 2020 will have the deposit date we have developed high level automatically added to the card as a pay objectives and are shortly due to begin a as you go credit after one year. This series of stakeholder workshops to means many customers will receive their deposit while still using the card, rather

Commissioner’s Report 63 than waiting for a refund when they no longer need to use the card. This change does not affect customers who obtained their Oyster card before 23 February. All customers are still able to get any pay as you go balance on their Oyster card fully refunded whenever they choose.

Commissioner’s Report 64 Commissioner’s Report 65 6 New homes and jobs

Overview commercial estate so that now 86 per As one of London’s largest landowners, cent of our tenants are small businesses. our estate continues to play an integral role in meeting the Mayor’s priorities to deliver the thousands of homes and jobs Working with our partners at Network that the capital needs. Since 2016, we have Rail, we submitted our most recent developed an extensive pipeline of sites Strategic Outline Business Case (SOBC) to that will deliver 10,000 new homes and the DfT last year, and which was reviewed two million square feet of commercial by its Board Investment and Commercial floor space. Committee in late October 2019. The DfT confirmed that the SOBC can be used to We have worked with a range of partners support a decision on the project, which and community-led developers to bring we expect to be part of the next Spending assets such as carparks and disused land Review. to develop a variety of developments including genuinely affordable housing In the meantime, we have been preparing that is accessible for first-time buyers as and refining a series of materials which well as shared-ownership. Our pioneering will be used for the safeguarding work means that of all the homes we consultation which is planned to take brought to the market since 2016, 50 per place later this year. At the same time the cent are genuinely affordable. team has focussed its energy on the cost, estimate of the scheme, a piece of work People are moving into the first 266 fundamental to the Crossrail 2 homes on our land, and construction is submission to the Spending Review progressing well on a further 1,123 homes process. at five sites across London – Kidbrooke, Blackhorse Road, Fenwick South, Bond The National Infrastructure Commission Street and Beechwood Avenue. This work also published its annual monitoring has been crucial in helping to tackle report in February 2020, which includes London’s housing shortage and we remain strong support for Crossrail 2. Its on track to submit applications for 3,000 Chairman, John Armitt said ‘the homes by the end of March 2020. government’s key priorities for 2020 should include confirming its plans to go In total, we also manage more than 2,000 ahead with Crossrail 2 and committing to commercial units which support a range fund it in the spending review 2020’. of different businesses. Over the past four years, we have transformed our

Commissioner’s Report 66 The commission said that it was our site in Kidbrooke, again with 50 per ‘important that London’s transport issues cent of the homes being affordable. The are addressed alongside those in the rest site has been cleared and work is now of the country, given its economic under way to remediate the land ahead of importance’. The report also points out piling starting this summer. Once built, that London ‘contributes to infrastructure the Kidbrooke station square will provide investments in other parts of the country, new landscaped areas, green spaces and with residents and businesses based in play areas alongside a new purpose-built London paying £4,350 per head more in nursery and commercial units specifically taxes than they receive in services’. targeted at small businesses.

The assurance process continues with the We are delivering thousands of new Expert Review Groups and the affordable homes across the TfL estate Independent Assurance Panel meeting over the coming weeks and months to interrogate our work on tunnelling, the digital strategy and the cost estimate.

Local engagement continues with stakeholders to maintain momentum of the scheme.

Blackhorse View, Waltham Forest Construction of 350 homes, with 50 per cent affordable, at our site in Blackhorse Road is progressing well with our partner, Barratt London. At the end of January, we completed the foundations and the Woodside Park, Barnet ground floor slab. The frame Our development partner, Pocket Living, superstructure is now going up at the rate received a resolution to grant planning of one floor every two-and-a-half weeks. permission in principle at Woodside Park The first people will be moving in during from the London Borough of Barnet in early 2021. January 2020. This site will deliver 86 affordable homes, specifically aimed at Kidbrooke, Greenwich local first-time buyers. Pocket Living is With our partner, Notting Hill Genesis, we currently working to progress the formal have started building 619 new homes at

Commissioner’s Report 67 application for planning permission and 50 per cent affordable housing next to hopes to start construction later this year. Wembley Park station. This site also provides train crew accommodation and Southall Sidings, Ealing office space for more than 200 people. We have submitted proposals for more We will relocate the office space, than 440 homes, with 40 per cent integrating it into the new buildings, affordable, at our site in Southall. This is thereby creating modern, sustainable the first site submitted by Connected office space alongside hundreds of net- Living London, our major strategic build- zero carbon homes. We have engaged to-rent partnership with Grainger plc. extensively with the borough and local Canons Park, Harrow community and are on track to submit a We have submitted a planning application planning application in March 2020. for the first of our Harrow car parks sites. Nine Elms, Lambeth We are working in partnership on these Next to and above Nine Elms station, this three sites with Catalyst Housing, and at is one of our Connected Living London Canons Park we will deliver 118 homes, all schemes, and we will be submitting a of which will be affordable. planning application in March 2020 for 479 Bollo Lane, Ealing homes to rent, with 40 per cent We have been working closely with Ealing affordable housing. Our development will Council officers, the GLA and the local also provide over 900 square metres of community to bring forward a scheme new open space with a new public square. with 875 homes at Bollo Lane, next to Montford Place, Lambeth Acton Town station. Half of the homes Located near the Oval cricket ground, will be affordable. Our proposals will also Montford Place is a Connected Living provide a new green corridor creating a London development and we are continuous and safe pedestrian walkway submitting a planning application in March between Acton Town and Chiswick Park. 2020 for 139 build to rent homes, again The pre-application consultation closed in with 40 per cent affordable housing. This February and a planning application is scheme will provide over 2,500 square being submitted by the end of March metres of commercial space and will 2020. incorporate mews space to bring together Wembley Park, Brent residents, workspace users and the Alongside our partner, Barratt London, we existing local community. are developing around 400 homes, with

Commissioner’s Report 68 Arnos Grove, Enfield rest of the UK needs. Speakers from Situated on Arnos Grove station car park, across the organisation contributed to we intend to build around 150 new build- discussions as wide ranging as our to-rent homes of which 40 per cent will strategy and vision, the future of the be affordable. This is another application Bakerloo Line Extension and a focus on being delivered through Connected Living borough transformations in Waltham London, our long-term partnership with Forest and Morden. Grainger.

Stanmore, Harrow In March 2020 we will be submitting a planning application at Stanmore station car park, which will provide an extra 281 homes, all of which will be affordable. In partnership with Catalyst Housing, these proposals will also allow us to provide step-free access to the station.

Rayners Lane, Harrow We are submitting a planning application in March 2020 for 128 new homes at our car park in Rayners Lane, Harrow. Another We recently brought together more of our schemes in partnership with than 300 stakeholers to discuss the Catalyst Housing, this will provide 100 per important role transport has in future cent affordable housing. development and economic growth TfL Development and Economic Growth in London Conference On 4 March 2020, we played an integral role in the ‘TfL Development and Economic Growth’ conference. Hosted by Built Environment Network on behalf of TfL, this conference brought together over 300 stakeholders from the construction, infrastructure and transport sectors to discuss how to unlock the housing and growth that London and the

Commissioner’s Report 69 Commissioner’s Report 70 7 Our people

Overview were women and 30 per cent of our Achieving our priorities is completely workforce is now black, Asian or from a dependent on our people and it is minority ethnic background (BAME). essential we continue to develop our However, there is more work to be done. workforce to ensure it is representative of We have taken steps to help women and the city we serve. Our vision has been to people from BAME communities to make our organisation a great place to access senior, higher paid roles and have work for everyone, and we have worked widened access to mentors and coaches. hard to ensure our employees are safe, Over the past four years, we also engaged, valued and united by a passion launched a Diversity and Inclusion to serve London. dashboard, building on our Gender Pay Gap and Ethnicity Pay Gap reports to Improving diversity is key to achieving create a more complete picture of the this. In 2018/19, 37 per cent of new hires experiences of our employees.

On 3 February 2020 we launched our search 75 apprentices in disciplines ranging from Building Surveying and Transport Planning, to Track and Signals

Commissioner’s Report 71 Their Royal Highnesses the Prince of Wales and The Duchess of Cornwall visited the to celebrate TfL’s 20th anniversary

From partnering with the Mayor’s Our Work-related violence Time programme for women across the Body-worn cameras are being trialled by GLA Group to supporting six staff colleagues at Stratford Bus Station as we network groups and expanding our Stuart explore the potential of existing Ross Communications Internship for technology to enhance personal security young people from diverse backgrounds, and give our employees more confidence we have been committed to opening in their roles. Initial feedback suggests opportunities for as many people as cameras may be able to provide an extra possible across the organisation. layer of assurance and that they can change customer behaviour when We are also committed to continuing our passengers notice both their actions and work to protect our frontline staff to those of staff are being recorded. We are prevent work-related violence and looking to roll these out to operational aggression against our colleagues. Our staff across the organisation in the people will always have the right to work summer. without fear of being assaulted, abused or threatened and we have implemented Royal visit to the London Transport rigorous training, support networks, and Museum to mark 20 years of TfL the tools frontline staff need to feel safe, On 4 March 2020, to celebrate TfL’s 20th and will always seek the toughest anniversary, Their Royal Highnesses, The punishments for those who abuse them. Prince of Wales and The Duchess of Cornwall paid a visit to the London Transport Museum.

Commissioner’s Report 72 On 27 January 2020, we hosted the annual Supplier Skills Apprenticeship Fair which coincided with National Apprenticeship Week

The couple travelled from Clarence Customer Information Design & House to the museum on one of our new Partnerships and depict the coming electric buses accompanied by the together of women in solidarity, Commissioner and Gareth Powell, the friendship and support. A photo exhibition Managing Director of Surface Transport, featuring 20 of our female colleagues is and were welcomed at the Museum by being displayed at Victoria Tube, coach the Mayor. The couple met a wide range and bus stations. of our staff, including apprentices. Women in Tech award The couple also unveiled a TfL20 plaque Our Women in Tech community has won to commemorate the visit and were WeAreTheCity’s 2020 ‘TechWomen100 - presented with personalised roundels by Network of the Year’ award. Women in the Commissioner. Tech is a sub-group of our Women’s Staff Network Group and since launching in International Women’s Day 2020 March 2017 it has worked to raise To mark International Women’s Day, we awareness, encourage more women to installed new roundels at five consider careers in Science, Technology, Underground stations – Covent Garden, Engineering and Mathematics (STEM), and Maida Vale, Seven Sisters, Upton Park and support those already in technical roles Victoria. Maida Vale became the first to develop and progress. station to be fully staffed by women when it opened during WWI, and the first Each year the committee engages with female London Underground train driver, over 400 staff members as well as Hannah Dadds, started her job at Upton external guests, supporting women to park station. The new roundels are green, gain confidence and develop new skills. It purple and white and have been inspired provides coding workshops, advice, by the suffragette movement. They have mentoring, shadowing, sponsorship, tech been designed by Jenney De Sousa from

Commissioner’s Report 73 career talks, and networking opportunities We installed new roundels at for women who are interested in tech. five London Underground stations to mark International Youth Panel Women’s Day on 8 March 2020 Our Youth Panel gives our city’s young people a direct voice within our policy and decision-making process. It consists of around 25 volunteers, aged 16 to 25, who regularly travel in London. The panel members play an important role in helping to create a transport network that works for young people across our city; representing youth audiences in our campaigns, projects and consultations. Panel members build their teamwork, project management and debating skills by helping to organise and run our annual Youth Participation Day at the London Transport Museum. Annual recruitment for our Youth Panel closed on 29 February was a success with 1,771 expressions of 2020. interest with suppliers, who will now Supplier Skills Apprenticeship Fair invite interested attendees to apply for On 27 January 2020, to mark the start of their vacancies. National Apprenticeship Week, we hosted Nusrat Ghani MP, the then Parliamentary the annual Supplier Skills Apprenticeship Under Secretary of State for Transport, Fair, Get into Transport. This was in opened the event which was held on the partnership with HS2 Limited, Heathrow first day of National Apprenticeship Week. Airport, Network Rail and the National Skills Academy for Rail (NSAR) as well as Disability Equality Training our GLA partners, the London Fire Brigade Our industry-leading Disability Equality and the Metropolitan Police. Training (DET) programme has been awarded the ‘Industry Initiative’ award by Over 730 attendees were invited to tour transport and disability rights 43 stands at the fair and discuss more campaigners, Transport for All. DET gives than 500 apprenticeship opportunities staff the skills, knowledge and confidence with our supply chain partners. The day

Commissioner’s Report 74 they need to support disabled Londoners, identity and which more importantly, ensuring they are able to travel with helps them lead happier and better lives. freedom and independence. Digital workplace The training was first introduced to Our Digital Workplace programme London Underground managers in 2017 continues to provide new technology and and since then it has grown from a upgrade existing technologies to enable workshop for front-line teams to a pan- flexible, smarter working across TfL. TfL course training over 1,600 people, Improving the tools people need to do including a guided journey with a disabled their jobs, and providing better ways to customer. Winning this inaugural award is connect, communicate and work together a fantastic achievement – making sure we will benefit both head office and frontline understand the challenges faced by our colleagues. The latest improvements customers with accessibility needs is include: essential to helping us deliver a transport network that works for everyone. • Deploying 8400 new desktops and 3100 new laptops LGBT History Month On 3 February 2020, we launched a series • Making Office 365 software available to of events to celebrate LGBT History all staff

Month led by our LGBT+ staff network, • New Tech Hubs at head office buildings OUTbound. We are committed to – providing support and advice to championing a safe and inclusive work improve the technology experience and environment so LGBT+ colleagues can be reinforce new ways of working authentic, celebrate who they are and have equal opportunities. • A new Laptop Loan Service to further enable Smart Working and provide even OUTbound provides LGBT+ staff with more colleagues with the tools needed opportunities to connect with one to do their job. another to support and help them develop. Working alongside charities and Contact Centre Top 50 award community interest groups in the LGBT+ For the eighth consecutive year, our community, we are committed to Customer Contact Centre ranked in the championing colleagues to be authentic at UK Top 50 Contact Centres. We work because people are more productive significantly improved our position, when they no longer need to hide their moving from 37th place to 27th driven by

Commissioner’s Report 75 improvements in the overall quality of to practice mindfulness. The app has over service. 1,000 hours of content ranging from stress to self-esteem, dealing with change or Mental health awareness public speaking, about pregnancy or being Time to Talk campaign a new parent. TfL supports Time to Change, a growing social movement working to change the TfL employees have free access to the way we all think and act about mental app until 14 August 2020. So far over 12 per health problems. The designated Time to cent of employees have signed up, with a Talk Day was Thursday 6 February. total of 442,365 minutes of meditation completed. Our Peer Supporters Group organised many varied and interesting events across Type 2 diabetes educational programme the business to promote the day, Our Occupational Health and Wellbeing including: team has partnered with the South London Health Innovation Network to • Mental Health talks – offered by offer employees diagnosed with type two Occupational Health and Wellbeing and diabetes a choice of courses, both online WellMent and face to face.

• Video sessions and discussions on These courses delivered by NHS approved mental health providers are designed to help people

• Mental health quizzes with diabetes manage their condition better through making healthier lifestyle • Breathing and meditation sessions changes.

• Tea and cake Employees can gain access to a nurse diabetes specialist and/or a personal • Lunchtime walks dietitian diabetes specialist to provide

• Gratitude thread running on Yammer support and advice on a whole range of posted under #timetotalk topics including nutrition, exercise, sleep and mental wellbeing. HeadSpace Meditation has been shown to reduce By maintaining a healthy lifestyle and stress symptoms and improve sleep. TfL becoming more confident to manage their employees continue to have access to condition, employees can benefit from: Headspace, an app with guided mediations

Commissioner’s Report 76 • Reducing their risk of diabetes work as a team to overcome obstacles complications and create solutions.

• Improved blood sugar, blood pressure This year saw a total of 43 schools take and cholesterol levels. part, including 11 girls schools, with four teams competing in the final at Innovate Final Endeavour Square. The winning team On the 26 February we hosted our fifth were Team Infinity from Greig City annual Innovate Final in association with Academy, whose winning idea was to Cleshar. The Innovate challenge is open to provide solar panelled CCTV cameras at all London schools with a year 12 cohort bus stops to improve safety and promote (16/17-year olds) with teams competing to public transport use. develop innovative ideas to help TfL meet the Mayor’s transport priorities. All finalists will receive work experience at TfL over the summer as we look to Innovate gives young people the build on their enthusiasm, nurturing the opportunity to tackle real world next generation of transport challenges, take on responsibility and professionals. We held our fifth annual Innovate Final in February which gives young people an opportunity to pitch new ideas to improve public transport

Commissioner’s Report 77 Commissioner’s Report 78 8 Securing value and generating income

Overview every year from 2015/16 and are now We are uniquely placed to use our assets £200m lower. We have also seen a and skills, as well as our advertising reduction of almost 4,000 posts in the estate, to generate long-term revenue last four years which has improved our streams to reinvest back into our end-to-end processes, removing network. A more diverse range of income duplication and simplifying also supports our financial security, as we accountabilities. will be less dependent on the UK and London economy. In addition, we have undertaken a long- term estate management strategy to Our ambition has been to become the consolidate our head office best partner to promote and understand accommodation and have reduced our business in London. Since 2017, we have use of non-permanent labour by 60 per made a £80m investment to improve our cent. All this work means that we are on digital advertising estate to reach an track to generate an operating surplus for advertising audience of around 1.5 billion the first time in our history by 2022/23, people per year. In the past few years we meaning we will cover the cost of have capitalised on our unique financing, maintaining, operating and environment which enables us to provide renewing our transport network. fully immersive advertising opportunities and partnerships, and is supported by our We continue to build our commercial globally recognised brand. partnerships to raise money that we reinvest back into the transport network Given the financial headwinds over the past four years, including the removal of the government subsidy and an uncertain economic outlook, we have also undertaken work to strengthen our financial position and become a more efficient and modern organisation. The initial phase of our savings programme started in 2015/16 and delivered annualised savings of £747m by the end of the 2018/19. Operating costs, on a like-for-like basis, adjusting for new services, restructuring and other one-off costs, have decreased

Commissioner’s Report 79 Tackling fare evasion • Ensuring customers have valid travel New Routemaster front-door boarding documents On 10 January 2020 we confirmed that all New Routemasters will be converted to • Issuing penalty fares and taking make the middle and rear doors exit only. appropriate action for ticket On 25 January we extended the roll out irregularities and anti-social behaviour from routes 8 and N8 to the 55 and 267. • Working with the Police to support safer Early indications suggest that fare evasion travel and improve customer dropped by more than half during a trial confidence, for example by supporting of front-door-only boarding on route 8, joint revenue exercises with no adverse effect on service Our new team will provide extra support efficiency. to tackle persistent fare evaders. The new Customers were advised of the changes roles should help to reduce the amount to boarding through emails and on-board of money we lose each year through announcements. Signage will continue to ticket irregularity and fraud. be updated on buses as the changes are Oyster photocard fraud convictions rolled out and customers with We have a zero-tolerance approach wheelchairs and pushchairs will continue towards fraud committed on our network to be able to board through the middle and all allegations are taken seriously. We doors. seek to prosecute those who commit Tackling fare evasion on the Tube offences and recover losses where We are creating 60 new roles to help possible. combat fare evasion across the London Two fraudsters, convicted of misusing Underground network. social media platforms to offer and Successful candidates will support our process fraudulent applications for zip London Underground revenue team by Oyster photocards, have received jail boosting our intelligence to understand sentences and were ordered to pay where and when we’re losing revenue and significant compensation to TfL. A diligent by providing a uniformed presence to TfL employee provided valuable deter fare evasion across the network. intelligence to our Counter-fraud & The aim is to strengthen our existing Corruption team, which led to the revenue team by: identification of an organised, widespread network of fraud involving thousands of fraudulently obtained cards, which were

Commissioner’s Report 80 subsequently stopped to prevent further £300,000, with a further £150,000 for the misuse. use of our branding.

A number of arrests have been made Diversity in Advertising during a joint TfL/BTP operation and For the second year, City Hall and TfL enquiries are continuing. have announced the winner of their Diversity in Advertising competition Following hearings at Inner London designed to tackle tokenism, combat Crown Court on 12 February and 26 stereotypes and make advertising in February 2020, Anjum Ali Saiyad and London more representative of the Mohammed Essa were convicted of capital’s rich ethnic diversity. Hosiery conspiracy to defraud TfL. Mr Saiyad was brand, Nubian Skin’s A Different Kind of sentenced to 12 months imprisonment Nude campaign, has won £500,000-worth and ordered to pay TfL compensation of of prominent advertising space on the TfL £5,122 and costs of £525. Mr Essa was network. Working with TfL’s media sentenced to two years imprisonment, partners, Global and JCDecaux UK, the suspended for the full term, and ordered competition called on brands to create to complete 200 hours of community adverts that offered authentic portrayals service. A Proceeds of Crime Act agenda of London’s Black and Minority Ethnic has been set with the intention of communities. London is one of the most recovering the benefit made from this diverse cities in the world, with 40 per fraud by Mr Essa, believed to be £42,000. cent of its population identifying as being Further charges are expected in the near black, Asian or from a minority ethnic future against other identified suspects. background.

Streamlining Apple Pay However, while there has been We have partnered with Apple to make it improvement in the visibility of people easier for customers to pay to travel using from varying ethnic backgrounds in Apple Pay. With the new Express Mode, adverts, more than 60 per cent of adverts customers no longer need to authenticate still feature only or majority white their payments with Face ID or Touch ID. people. Concerningly, studies have shown Once they have selected a card for travel, that where ethnic minority representation the customer can just tap their iPhone or exists, communities do not always feel Apple Watch on the yellow card reader those portrayals are relatable or realistic. and go. The partnership has earned TfL The competition follows research carried out by Lloyds Banking Group, in 2018,

Commissioner’s Report 81 which revealed that 34 per cent of black Nubian Skin aims to redefine ‘nude’ and people and 30 per cent of people from encourages women and men of all mixed ethnic backgrounds felt they were ethnicities to feel included and inaccurately portrayed in advertising. appreciated. Following entries from Nubian Skin’s winning campaign, which brands and advertising agencies, the challenges assumptions surrounding the submissions were reviewed by a panel of word ‘nude’ in the fashion industry, was judges comprising advertising and media chosen due to its bold and inclusive industry experts and City Hall and TfL imagery that embraced a range of ages representatives. The judges were and body types as well as skin tones. specifically looking out for a campaign to act as a catalyst to change perceptions The brand was also commended for the and drive change in the industry. genuine practical needs its products were created to meet. For many women of 55 Broadway colour, finding suitable skin tone hosiery In January and February 2020, around 30 and lingerie had not been an option, but farewell tours of 55 Broadway were

Nubian Skin was the most recent winner of our Diversity in Advertising campaign

Commissioner’s Report 82 organised and given by TfL staff for their alongside high-impact media takeovers of colleagues, as well as outside platforms and corridor areas, delivered by organisations including the 20th Century TfL’s advertising partner Global, which Society and London Historians. Highlights remained in place for two weeks. of the tour included a visit to the flagpole level, 14 stories above London, and the We developed this two-day marketing former executive offices on the 7th floor. campaign in partnership with Amazon, In conjunction with these tours, TfL’s Initiative and Global Media. By using our Corporate Archives set up an exhibition advertising estate and in-station on the 10th floor of 55 Broadway featuring environments, advertisers have access to documents, blueprints, and a slide show flexible and dynamic opportunities to about the building. The tours were done connect with their target audiences, while on behalf of the Railway Children charity, we generate vital revenue for London's and over £1000 was raised from those transport network. This promotion earned attending. £274,000 for reinvestment into our services. Commercial partnerships PICARDilly Circus Google Pay Piccadilly Circus station was renamed From 9 March 2020, Google Pay has PICARDilly for 48 hours from Wednesday sponsored the yellow Oyster Card 15 January to Thursday 16 January 2020 to Readers across the London Underground celebrate the launch of the new Amazon network for a one-year period, securing Prime Video original series, ‘Star Trek: £1.5m. Picard’. Done London The Grade-II listed station was rebranded NSEW is a new capsule collection of PICARDilly Circus, with special roundels in clothing from Lewisham-based the ticket hall and platforms. Specially streetwear company Done London. created signage and posters, inspired by Handprinted with Tube directions in the new series, were installed throughout corresponding colours, the collaboration the station. Special public service is endorsed by TfL. It includes a announcements were also made, advising Northbound design in black, Westbound customers on how to avoid card-clash in red, Southbound in blue, and Eastbound and to ‘take care when using stairs, in orange. escalators or transporters’ while travelling through the station. This ran

Commissioner’s Report 83 © March 2020 tfl.gov.uk