Board

Date: 19 September 2017

Item: Commissioner’s Report

This paper will be considered in public

1 Summary 1.1 This report provides an overview of major issues and developments since the meeting of the Board held on 19 July 2017 and updates the Board on significant projects and initiatives.

2 Recommendation 2.1 That the Board note the report.

List of appendices to this report:

Commissioner’s Report – September 2017

List of Background Papers:

None

Mike Brown MVO Commissioner Transport for September 2017 Commissioner’s Report 19 September 2017 About (TfL) Contents

Part of the Greater London Authority using transport to unlock growth. We are 1 Introduction 4 family led by Sadiq Khan, working with partners on major projects like we are the integrated transport authority 2 and the Bakerloo line extension 2 Safety and security 5 responsible for delivering the Mayor’s aims that will deliver the new homes and jobs for transport. London and the UK need. We are in the final 3 Healthy Streets and healthy people 12 phases of completing the Elizabeth line We have a key role in shaping what life is which, when it opens, will add 10 per cent to 4 A good public transport experience 20 like in London, helping to realise the Mayor’s London’s rail capacity. vision for a ‘City for All Londoners’. We 5 New homes and jobs 34 are committed to creating a fairer, greener, Supporting the delivery of high-density, healthier and more prosperous city. The mixed-use developments that are planned 6 Our people 38 Mayor’s Transport Strategy sets a target around active and sustainable travel will for 80 per cent of all journeys to be made ensure that London’s growth is good 7 Securing value 40 on foot, by cycle or using public transport growth. We also use our own land to by 2041. To make this a reality, we use the provide thousands of new affordable homes Healthy Streets Approach to prioritise health and our own supply chain creates tens of and the quality of people’s experience in thousands of jobs and apprenticeships everything we do. across the country.

We manage the city’s ‘red route’ strategic We are committed to being an employer roads and, through collaboration with that is fully representative of the community the , can help shape the we serve, where everyone can realise character of all London’s streets. These are their potential. Our aim is to be a fully the places where Londoners travel, work, inclusive employer, valuing and celebrating shop and socialise. Making them places the diversity of our workforce to improve for people to walk, cycle and spend time services for all Londoners. will reduce car dependency and improve air quality, revitalise town centres, boost We are constantly working to improve businesses and connect communities. the city for everyone. This means freezing fares so everyone can afford to use public We run most of London’s public transport transport, using data and technology to services, including the , make services intuitive and easy to use, , the , and doing all we can to make streets and , TfL Rail, , transport services accessible to all. We , London Dial-a-Ride, reinvest every penny of our income to , continually improve transport networks for and the Emirates Air Line. The quality and the people that use them every day. accessibility of these services is fundamental to Londoners’ quality of life. By improving None of this would be possible without and expanding public transport, we can make the support of boroughs, communities and people’s lives easier and increase the appeal other partners who we work with to improve of sustainable travel over private car use. our services. We all need to pull together to deliver the Mayor’s Transport Strategy; We are moving ahead with many of London’s by doing so we can create a better city as most significant infrastructure projects, London grows.

Commissioner’s Report 3 This paper will be considered in public 1 Introduction 2 Safety and security

This report provides a review of major Croydon tram derailment Bridge – jogger/bus driver issues and developments since the Board The Sarah Hope Line continues to be In early August, footage from Putney Bridge meeting of 19 July. available to those affected by the tragic came to light, where a jogger appears derailment at Sandlands. to push a pedestrian into the path of an You will all be aware of the awful oncoming route 430 bus. Although this news that Ian Nunn, our Chief Finance Making the tram service safer remains one occurred on 5 May, at around 7.40am, CCTV Officer, passed away suddenly on of our top priorities. We are continuing to footage was only released by the Police in 24 July. Ian joined us in 2015 and has work with the Rail Accident Investigation August. The driver has since been identified made an enormous contribution to Branch (RAIB), the Office of Rail and Road and commended for his actions. Police are our organisation. He is much missed by (ORR) and the British Transport Police (BTP) continuing to investigate. me and the rest of his colleagues. My on their investigations. thoughts are with his family and friends. Lavender Hill bus We are taking action in line with the On 10 August at around 7am, a route 77 As an interim measure, Simon Kilonback recommendations we expect to be double-decker bus collided with a shop has taken accountability for the included in the RAIB’s formal report. Since front on Lavender Hill at the junction with leadership and line management of the the derailment, we have introduced a Elspeth Road. Thankfully, there were no Finance and Procurement teams. Simon number of extra safety measures, including serious injuries. will be supported by the other senior additional speed restrictions, enhanced finance and procurement leaders in their speed monitoring, new signage for drivers We are carrying out a detailed investigation own business areas. Sarah Bradley will and an upgrade of the CCTV recording and we will provide a full report at the next temporarily hold the statutory Chief system. meeting of the Safety, Sustainability and Finance Officer responsibilities. Human Resources Panel on 28 September. We are trialling an in-cab driver protection device system, which will be fitted to all Customer safety trams by the autumn. Drivers are alerted Nothing is more important than the safety if any signs of distraction or fatigue are of our customers, staff and contractors. detected. We are also working on an alert We carry millions of customers every day, system for monitoring and managing tram and we want all of them to arrive home speed. safe and healthy.

It is important that we help the wider tram We have set ambitious targets in our industry learn all the lessons from the scorecard to drive down customer and derailment, and so continue to work on workforce injuries by 17 per cent, and these improvements as well as consider any we are seeking to address these through further measures that could be introduced a combination of encouraging safer to improve safety. behaviours, and providing new direct communication with our customers and users.

4 Commissioner’s Report Commissioner’s Report 5 oncoming train. The BTP has declared the death as non-suspicious and the ORR has also investigated and concluded this was a tragic accident. We have carried out a thorough check of the platform at the station and no issues have been identified.

Canning Town station As part of its investigation into the customer fatality in a non-public area at Canning Town station on 22 January, the ORR has issued us with a notice to improve risk assessments for lone working by station staff in the West Ham area. We have put in place a plan for addressing the issues in the notice and will ensure the changes are completed by the end of September, ahead of the ORR’s deadline. We are also reviewing other stations where there is lone working to Our new poster In August, we campaign ensure the safety of our customers and announced plans on London our employees. to test new safety Underground technology on aims to improve Cardinal Place, Victoria London Buses customer safety On 23 February, a member of the public was injured by architectural metal panelling that became detached from the roof of the Cardinal Place entrance at In July, we launched a new poster Victoria station. We have now completed report concludes that overall LU Improving the safety of buses campaign aimed at improving customer a formal investigation with our continues to manage risks well. It Our Bus Safety Programme is contributing safety targeting three priority areas on contractor, Taylor Woodrow BAM Nuttall. recognises the good work we are doing to to the ‘Vision Zero’ approach to reducing London Underground (LU) - minding the The report captures both specific and reduce customer accidents on escalators road danger set out in the Mayor’s draft gap, keeping clear of closing train doors, wider lessons being introduced internally and what we have done to manage the transport strategy. It aims for no one to be and taking care on stairs and escalators. and by our suppliers and we will be risks associated with electricity at work. It killed in or by a London bus by 2030, and sharing our findings with the ORR. also recognises our proactive engagement for deaths and serious injuries from road station with the ORR on the modernisation of collisions to be eliminated from London’s On 19 July, a customer alighted from a ORR annual health and safety report the Circle, District, & City streets by 2041. train at Greenford, lost his footing at In July, the ORR published its annual and Metropolitan lines. the platform edge and was hit by an health and safety report on LU. The

6 Commissioner’s Report Commissioner’s Report 7 In July, we carried out nearly 30,000 PHV and more than 11,000 taxi checks

In late July, we held a workshop with bus • A re-design of the front of buses, which operators to strengthen the quality and could reduce the impact of speed of investigations into bus incidents, a collision to ensure we learn lessons and share them across the industry in a timely manner. • Changes to bus interiors to improve All our operators attended and gained a passenger safety, such as higher-grip greater understanding of the causes of flooring and softening sharp edges fatalities and injuries. We will maintain this focused engagement with operators • Improvements to vision for drivers, to help inform their risk control measures including improved mirror design and improvement plans. The results of the trials will feed into We now carry out additional peer reviews a new Bus Safety Standard that will be of bus operator incidents to ensure that incorporated into bus operator contracts investigations into the most significant from the end of 2018. incidents are robust, identify the root causes and contain clear recommendations Taxi and Private Hire compliance that prevent recurrence. This provides the Last year, the Mayor committed to opportunity for bus operators to highlight increasing the size of our Taxi and Private any matters that we need to act upon Hire Compliance Unit and asked us to and ensures that all potential causes and recruit 250 new officers. We have now contributory factors are fully explored. completed this process and so we have a significantly enhanced our ability to On 16 August, we announced plans to test tackle non-compliant and illegal taxi and new safety technology on London buses. minicab activity. We have appointed leading engineers and technical specialists to work with We have been using this opportunity to us and with the bus manufacturers and seek to improve workforce diversity in operators to trial a range of innovative operational roles. Thirty-five per cent safety measures including: of the 250 new recruits are women (our highest ever rate in this area) while • Autonomous Emergency Braking Systems 56 per cent are BAME. More progress that allow the vehicle to detect its is still needed but we have learned surroundings and automatically apply many valuable lessons regarding our the brakes recruitment processes which we are applying to other parts of the business. • Features to alert pedestrians and other road users of the presence of buses, We are now checking more than five such as lights or audible warnings times as many Taxi and Private Hire

8 Commissioner’s Report Commissioner’s Report 9 drivers and vehicles than we were a year During the first week of action, officers This was part of Operation Sceptre, the ago. In July we carried out nearly 30,000 in Bexley, Hackney, Southwark, Bromley, MPS’s high profile campaign to tackle PHV driver and vehicle checks and more Lewisham and Richmond stopped 18 knife crime. It involves coordinated than 11,000 taxi driver and vehicle checks. drivers and offered advice, while charging action on knife crime across the country, five drivers with other traffic offences. including weapon sweeps, test purchases We have also boosted our compliance The next phase of the campaign will be in shops, targeted use of stop-and-search checking on PHV operators and focused on taxi and private hire drivers powers, and the use of knife bins. compliance levels are improving; 90 per and bus drivers. We will also be working cent of taxis and 89 per cent of PHVs with the Metropolitan Police Service (MPS) Early regulator engagement checked are now compliant, which is an to develop a social media film to further for the Silvertown Tunnel increase of two per cent in both areas. support this activity. The Health and Safety Executive, was invited to take part in sessions with All our new officers have a very strong Support for the Women’s Night potential suppliers to highlight the customer service ethos and we have Safety Summit importance of health and safety within regularly received positive comments On 24 July, we supported the inaugural the project. This early engagement from both drivers and the Taxi and Private Women’s Night Time Safety Summit, provided an opportunity for the bidders Hire trade. hosted by the Mayor’s Night Czar to gain a greater understanding of the Amy Lamé. regulator’s expectations and how they Improving cyclist and driver safety will monitor the safety of the design and On 21 July, the Metropolitan Police Service The Summit saw 100 activists and completion of this major scheme. (MPS) launched a new tactic to improve influencers take part in workshops on cyclist and driver safety. Officers from policing, transport, culture and workforce, the MPS Roads and Transport Policing generating ideas to help improve women’s Command held a number of operations safety at night. The transport workshops in hotspot sites across London, to ensure were led by the Deputy Mayor for drivers were obeying the rules of the Transport, Val Shawcross, with support road. The officers worked in plain clothes, from our Head of Transport Policing, Siwan wore video cameras and rode unmarked Hayward. The ideas are being developed bicycles. In particular, they found: into a Women’s Night Safety Charter.

• Unsafe following (tailgating) Operation Sceptre and ministerial visit to Elephant & Castle • Unsafe overtaking (close passes) The Home Secretary, Amber Rudd MP, visited Elephant & Castle Underground • Unsafe turning (left or right turns station in July to see a knife arch being across a cyclist’s path) used outside the station in order to detect, anyone carrying a knife.

10 Commissioner’s Report Commissioner’s Report 11 3 Healthy Streets and healthy people

Walking and cycling Quietways programme and the Central Mini-Hollands programme London Grid The London Borough of Waltham Forest Over August and September, work began continues to make good progress on on a further 25km of Quietway, taking their Mini-Holland programme with the total now started to 116km. We have most schemes now in construction or completed 89km of Quietway, with signs completed. Consultation has finished and carriageway markings now installed on plans to improve conditions for on Quietway 2 (Q2) and on finished pedestrians and cyclists at two junctions sections of Q3, Q5, and Q6. Consultation along Forest Road (Bell Junction and has started on another 22km, bringing the Blackhorse Junction). The majority of total under consultation to 154km. responses are positive. By the end of September we will have The London Borough of Enfield is completed or begun construction on The Legible continuing the construction of the A105 a total of 50km of the Central London London signage scheme, which will be substantially Grid, including 30km with wayfinding system recently celebrated its 10- completed in autumn 2017. The borough signage. Our designers are now working on year anniversary has started section one of its second feasibility plans for phase two of the grid. major cycle route along the A1010. This section will be completed this year Cycle grants for communities with the rest finishing in 2018/19. A new We are making £300,000 available through crossing for cyclists and pedestrians grants to help 30 community and not- Walking challenge weekend walk as part of their daily journeys. There along the A10 at Salmons Brook is also for-profit groups get communities To celebrate 10 years of are now more than 1,700 Legible London under way and will be completed by the cycling - this initiative is aimed at people signs and 50 years of British Orienteering, signs across the Capital, in almost every end of September this year. who may not otherwise ride a bike. The we partnered with British Orienteering London borough, and new signs are being grants cover cycle training, loan bikes, to host a weekend inviting Londoners to installed each year. The Royal Borough of Kingston has guided rides and basic cycle maintenance put their knowledge of the city’s walking finished building the first section of courses. There is also an additional £3,000 routes to the test. People were invited to – crossing the New Malden to Raynes Park cycle grant available this year for new and walk to as many locations as possible in We are working to deliver a new walking and pedestrian link. Work continues at existing projects to buy electric bikes. three hours using Legible London signs. and cycling crossing between Rotherhithe Kingston Station Plaza on improvements Encouraging more people to walk is a vital and Canary Wharf, linking two Opportunity to the local environment, a new cycle In just two years, our Cycling Grants part of the draft Mayor’s Transport Strategy, Areas that together are expected to hub and a better pedestrian and cyclist London programme has helped 46 which aims to make London’s streets more create more than 36,000 new homes and bridge. The scheme is forecast to community groups encourage more than welcoming and encourages active travel. 112,000 new jobs. This will provide a safe, complete in summer 2018. 12,000 people to cycle. Applications close attractive and direct route for pedestrians on 18 September. The Legible London signage system was and cyclists, reducing journey times and developed to give more confidence to encouraging healthier travel. Londoners in their ability to navigate the city on foot, and to encourage people to

12 Commissioner’s Report Commissioner’s Report 13 London has hosted a number of events this summer, including the Notting Hill Carnival

Throughout June and July we have run a at Charlie Brown’s Roundabout and series of workshops with local residents Redbridge Roundabout, and a scheme to and other interested parties, to inform reduce congestion and increase provision the design of the new crossing. Due to for pedestrians and cyclists in Waddon, the taller ships and boats on this part of in Croydon. We are currently reviewing the river, a bridge would have to open the results of these consultations and and close. We are therefore carrying out preparing our responses. surveys of the river traffic in the area, so that we can determine the best design and Dockless cycle hire minimise the number of closures to the On 18 July we hosted a workshop with crossing that will be needed to allow river London Boroughs and Transport for vessels to pass. Greater to share learnings around dockless cycle hire bikes. We The new crossing will be considered at the are also developing a Code of Practice Programmes and Investment Committee which will allow operators to show before a formal consultation takes place on their commitment to integrating their the initial design on 2018. schemes into London in a safe and responsible manner. Public consultations - cycling We published our public consultation Events report for Phase 2 of the East-West Cycle Summer is always a busy time for events Superhighway in August, detailing our in London and this year has been no way forward for this part of the route. exception. We have put on successful We have carried out extensive additional major roads-based events including the work and stakeholder engagement to London Triathlon, Prudential Ride London explore alternative alignment options and the Notting Hill Carnival. In July, Ride and to ensure we maximise opportunities London saw more than 100,000 people for cyclist and pedestrian improvements. of all ages and abilities cycling more than customers were advised of the expected goers arrived at Stratford well before three million miles around London on additional demand on the transport sessions were due to commence. Consultations on a number of closed roads. network at key days and times during the transformational schemes across London Championships, including the marathon The alignment in customer that launched in June and July have now London also hosted the World Para on Sunday 6 August. communications and operations of the closed. These include proposals to create Athletics Championships and IAAF World transport network allowed event-goers a safer environment for cycling and Athletics Championships. Both events Well-rehearsed operational plans at to have smooth arrivals and departures, walking at the northern and southern posed unique challenges to us. Stratford and other key pinch points were including the attendance of 40,000 roundabouts at Lambeth Bridge, and put in place to ensure the stations coped children who travelled for free to morning nearby improvements at Waterloo We worked collaboratively with the with the large crowds. We know event- sessions on Monday 17 and Tuesday 18 and Nine Elms. They also include event organisers as well as transport goers heeded our advice to allow plenty July. This was a particular challenge as consultations for safety improvements partners to ensure spectators and of time and arrive early as many event- they travelled during the morning peak,

14 Commissioner’s Report Commissioner’s Report 15 The project on Bridge South will introduce significant improvements and connectivity for pedestrians and cyclists

Westminster Bridge South westbound traffic from the A406 onto This project will introduce significant the expanded eastbound carriageway improvements and connectivity for to allow the demolition of the western pedestrians and cyclists, tackling bridge section. an intimidating junction currently dominated by motor traffic. Since we Old Street roundabout replacement started construction in April, works We are working on proposals to improve have been progressing well around the the Old Street area for pedestrians and gyratory south of Westminster Bridge cyclists, balancing the needs of local and a number of pedestrian crossings residents and businesses with traffic have been reopened. We are working flow in the area. In July, we received with the police and other stakeholders tender returns for the project to improve to incorporate permanent hostile vehicle the roundabout, surrounding area and protection measures into the final layout, station entrance. These have now been however travel advice was provided to The LondonWorks2 system went live on to replace the police’s temporary Hostile evaluated and a recommendation for 865 schools, including best routes and 24 July. This is a new tool for enabling Vehicle Mitigation that is currently in award is imminent. Design will begin times for travelling groups. This ensured better coordination of roadworks and place. The full scheme is on track to be in October 2017, with full construction regular commuters were not affected. minimising their impact. It will mean we complete by Christmas 2017. starting in autumn 2018. have a complete picture of roadworks Streets into the future, allowing better planning Ardleigh Green Bridge replacement Improving Air Quality Managing roadworks on a city-wide basis. LondonWorks2 has Following the demolition in May of the Low Emission Bus Zones We are continuing to lobby for greater approximately 600 industry users from TfL, eastbound carriageway of the existing The first Low Emission Bus Zone, in powers in managing roadworks, and in the London boroughs, utility companies and bridge above the East Anglia railway line, Putney High Street, is successfully autumn we plan to consult on extending roadworks contractors. the new bridge section was successfully operating seven low-emission routes the scope of the Lane Rental charge to completed in July. This new bridge has from a fleet of 145 ultra clean Euro VI help us better manage them. We continue On 2 September, the Department for been lowered into its final position and buses. Since the launch of the zones to take every opportunity to increase Transport announced that it is consulting road construction highway works have in March, there has been a sharp fall collaboration between large maintenance on proposals that would allow local now begun. The main works are due to in excessive pollution according to activities and utility works. In the last authorities to charge utility companies by finish by autumn 2019. provisional monitoring results collected financial year, there were 634 collaborative the hour to carry out works on selected by Council. The council work sites, with a target to maintain more routes, encouraging them to avoid busy Power Road Bridge replacement has two high street monitoring stations than 78,000 assets inside these work roads and peak times, following successful We are replacing the Power Road Bridge and the first recorded six exceedances in sites. We continue to work with the utility trials in London and Kent. that carries the A406 North Circular nitrogen dioxide between February and companies and other organisations, such Road (Gunnersbury Avenue) over the June this year compared to 742 times as the London boroughs, so works can be These measures would encourage Broad Street to Old railway line, as during the same six months in 2016. coordinated better to minimise the impact companies to join together when they do the bridge has reached the end of its The other recorded no hourly pollution on London. need to dig up congested roads, reducing operational life. Over the August Bank incidents since February compared to 200 severe congestion caused by utility works. Holiday, we successfully diverted the last year.

16 Commissioner’s Report Commissioner’s Report 17 We recently published guidance on Electric Vehicle Charging Infrastructure

Taxi delicensing scheme A new £42m fund On 28 July, we launched a new £42m aims to remove fund to encourage owners of the oldest, the oldest, most polluting, diesel We recently most polluting diesel black cabs to retire cabs from the published them from the Capital’s fleet. Capital’s fleet guidance on Electric Vehicle Taxis are a significant contributor to Charging Infrastructure London’s air quality, and are responsible for 16 per cent of NOx and 26 per cent of Particulate Matter road transport emissions in central London. The owners of black cabs aged between 10 and 15 years old can check whether they are eligible for our ‘delicensing’ scheme and then apply for a grant of up to £5,000 in exchange for retiring their taxi. For example, the owner of a 10-year-old taxi would receive the highest amount of £5,000, scaling down to £1,200 for a We will launch London’s second Low vehicle aged between 14 and 15 years old. Emissions Bus Zone between and Streatham in the autumn. It will require A greener fleet could reduce harmful 450 buses to meet the ultra clean Euro VI NOx emissions from taxis by 45 per cent engine emissions standard. in central London by 2020, making a major contribution to cleaning up the city’s air Ultra Low Emission Vehicles and preparing for the introduction of zero On 13 July we published our ‘Electric emission zones from 2025. Vehicle Charging Infrastructure: Location Guidance for London’ and our research Safer and greener working in tunnels on Ultra Low Emission Vehicles (ULEVs) We are trialling an alternative fuel for – available at tfl.gov.uk/ulev-research. construction equipment in London Our evidence-based guidance will help Underground tunnels, which is reducing Matter. It is exceptionally effective in tunnel sections to mimic genuine working inform the boroughs and charge point emissions significantly. This is helping us to areas of poor air ventilation and needs no conditions. People working in tunnels or operators where best to install charging support the Mayor’s clean air strategy and modifications to engines. areas of restricted air movement need to infrastructure to meet the current is particularly beneficial to our workforce. wear carbon monoxide monitors and stop and future needs of electric vehicle The modernisation programme on work to move areas when the monitors users. This will enable more people and EcoPar is a low-carbon fuel based on the Circle, District, Hammersmith & are triggered - to date there have been businesses to switch from conventionally natural gas that almost completely Metropolitan City and lines has been no carbon monoxide monitors triggered fuelled vehicles to ULEVs. eradicates harmful diesel Particulate trialling the fuel in diesel generators in when using EcoPar.

18 Commissioner’s Report Commissioner’s Report 19 4 A good public transport

TravelBot is experience another innovative approach to improving customer information

Oyster improvements Please offer me a seat Anyone topping up their pay as you go We launched the ‘Please offer me a seat’ credit or buying using Oyster badge and card on 28 April 2017. Since online can now collect their purchase then, we have distributed more than from any Tube or rail station, tram stop 21,000 packs including clip badges for or River Bus pier when they touch in, customers who have requested them. rather than having to nominate a station when they make the purchase. Feedback has been positive although some users feel we could do more to promote The upgrade also significantly reduces the scheme. We will be including ‘Please the time it takes for the product to be offer me a seat’ in a future marketing ready to collect – from up to 24 hours to campaign, and we will look for further just 30 minutes. By the end of autumn, social media opportunities to promote it. these improvements will be expanded to allow products to be collected We will soon start evaluating the success directly on all 9,000 London buses. of the scheme. We want to know if customers are finding the badge and With our open data and unified Application card useful, and whether they help them Programming Interface (API) already The improvements to Oyster will be to get a seat on public transport. We helping to provide live information via followed by further upgrades to the also want to know whether they now third-party apps and Twitter alerts, this is system in the coming year. Earlier this feel more confident using our services. another innovative approach to customer month, we launched a new app that We will work with the Independent service on a popular digital platform. After allows customers to top up their Oyster Disability Advisory Group to produce this a soft launch, 5,400 unique users have card with pay as you go credit and buy evaluation. already sent 61,000 messages to the bot. Travelcards wherever they are. New journey planning functionality is TravelBot being considered in preparation for a full The new app, which is available to We launched the TfL TravelBot on launch later in the year. download for free via the Apple App Facebook Messenger in June. It is our Store and Google Play Store, allows first conversational bot with the ability WiFi pilot customers to use their smartphone to to understand natural language queries, On 8 September, we published a report quickly add pay as you go credit to their such as ‘When is the next bus?’ and on our four-week WiFi pilot, which ran . respond using artificial intelligence. In between November and December addition to bus arrival times, customers last year, studying how depersonalised It allows customers to check how much can find out the status of Tube lines and WiFi connection data from customers’ We have credit they have on their Oyster card distributed more bus routes, access Tube maps or continue mobile devices could be used to better and also provides, for the first time, a than 21,000 badges the conversation with a customer understand how people navigate the Tube. ‘Low balance’ alert direct on their mobile and cards since 28 service agent. As we learn more about to help customers ensure they have April our customers’ needs we can adapt the The pilot focused on 54 stations within enough pay as you go credit before TravelBot and add new functionality. Zone 1-4 and saw more than 509 million they travel.

20 Commissioner’s Report Commissioner’s Report 21 Elizabeth line trains are now operating throughout the day between Liverpool Street and Shenfield

depersonalised ‘probing requests’, or • Enabling greater sophistication in proving pieces of data, collected from 5.6 million real-time information to customers as mobile devices making around 42 million they travel across London journeys. • Helping further prioritise transport These journeys were analysed by our investment to improve services and analytics team and broken into different address regular congestion points - aggregated ‘movement types’ to help ensuring the maximum benefits to understand what customers were doing customers at particular points of their journeys - such as entering or exiting a station, • Providing a better insight on customer changing between lines or just passing flows which could increase commercial through the station while on a train. revenue from companies which By using this data, we are able to get advertise or rent retail units on the a much more accurate understanding transport network Crossrail’s central section remains Network Rail’s surface works of how people move through stations, focused on fitting out the stations, The upgrade of the existing rail network for interchange between services and how Waterloo blockade tunnels, shafts and portals. Crossrail, being undertaken by Network crowding develops. The three-week-long Network Rail Rail, is 87 per cent complete. There has works finished on 29 August. We worked The overhead electric lines that will power been a strong focus on driver CCTV We discovered things that could not very closely with Network Rail and the trains are currently being installed installation across the east and west have been detected from ticketing data Southwestern Railway to ensure customer to the tunnel roofs. The cabling that will surface sections, power availability for or paper-based surveys. For example, communication about disruption was joined carry signalling, communications and the full route, essential track renewals, customers travelling between King’s Cross up and station management coordinated. power for the train operation is more than platform extensions and gauging works on St. Pancras and Waterloo take at least 18 40 per cent complete. Overall, 1,500km of the western route. Crossrail will continue different routes, with around 40 per cent There were no significant crowding or cable will be used to supply power, lighting to push Network Rail for the detailed of customers observed not taking one of capacity problems reported at key District and ventilation systems to the new railway. construction schedule for the station the two most popular routes. and Northern line stations. Fit out of the stations continues with over building upgrades that ensures completion half of the escalators, 1.6km, now installed, by December 2019. The new station at The data could have a number of benefits Elizabeth line together with a quarter of the platform Abbey Wood remains on target to open in for our customers including: Crossrail construction progress and screen doors. Lift installation is continuing. October this year. railway fit-out • Allowing staff to better inform The project is now more than 85 per cent Significant attention continues on safety, Wallasea Island customers of the best way to avoid complete. The new tunnels and stations testing and commissioning, regulatory Two years on from the completion of disruption or unnecessary crowding through central London remain on approvals, operational readiness and Jubilee Marsh on Wallasea Island, Essex, schedule to open as planned in December handover in mid-2018. This will allow for the Royal Society for the Protection of • Helping customers plan the route 2018 and Crossrail Ltd’s forecasts indicate a period of trial running and operations Birds (RSPB) is celebrating record numbers that best suits them – whether based that the programme will be completed before Elizabeth line passenger services of birds using the Essex nature reserve. on travel time, crowding or walking within its £14.8 billion funding envelope. start at the end of 2018. The creation of Jubilee Marsh was made distance possible thanks to a unique partnership

22 Commissioner’s Report Commissioner’s Report 23 with Crossrail and the RSPB, the UK’s 5. This will also increase services to London Underground Work to make Bromley-by-Bow step-free largest conservation charity. Crossrail Broadway, and Hayes & Step-free access is well under way and will be completed donated more than three million tonnes of Harlington. The next six step-free Underground this year. Work is also progressing at vital material excavated during construction of stations have been announced as part of interchanges, including Bank and Finsbury the new railway to re-create a previously To enable the additional services, we the Mayor’s £200m boost to make Tube Park, to provide step-free access. lost wetland twice the size of the City will be increasing the number of trains travel more accessible over the next of London on Wallasea Island. This operating on the Elizabeth line from 66 five years. The stations are Amersham, When the Elizabeth line fully opens in achievement is covered, alongside other to 70. Buckhurst Hill, Cockfosters, Mill Hill East, December 2019, it will transform accessible environmental achievements in Crossrail’s Osterley and South Woodford. Together, travel across London as all 40 stations will 2017 Environment Report published at the Five services will they see 15.5 million journeys each year. be step-free. beginning of September. be replaced by Elizabeth line services. These will provide the same or greater Work will begin at Buckhurst Hill on the Elizabeth line train frequency frequency, and the same journey times Central line this year, with work on the An action plan to tackle leaf fall on the Services on the Elizabeth line are set to be for the majority of passengers, with the other stations starting next year. Step-free Piccadilly line is under way this autumn. even more extensive and frequent than added benefit of being able to continue access is scheduled to be completed at all originally planned when the line becomes directly into central London on the of these stations by 2020. This will make It follows the publication of an independent fully operational in December 2019. Elizabeth line. life easier for older and disabled people, report, commissioned by us, into leaf fall and those with children and buggies. We issues that have led to delays and disruption Off-peak services between Paddington From May 2018, new ticket readers will are also increasing the number of travel on the line over the past two years. and Whitechapel will be increased by 25 be installed at Heathrow, meaning options for everyone. per cent, from 16 to 20 trains per hour. passengers using Two 1973-stock trains have been converted Two of these trains will continue every and TfL Rail between Paddington and As part of the Tube accessibility into specialist engineering trains that will hour on to Shenfield, while the other two Heathrow will be able to use pay as you programme, we are taking a market-led travel along the line treating the rails with will run to Abbey Wood. go Oyster or a contactless device. approach, by asking suppliers to devise an adhesive that helps the train wheels grip step-free solutions that can be replicated the tracks during braking. When trains brake Peak services to destinations west of Elizabeth line rolling stock across many different stations. This will on slippery tracks it can cause the wheels Paddington will be boosted significantly, Five Elizabeth line trains have now yield better value for money, encourage to lock and subsequently wear down. Other with trains from Reading doubled from been delivered. Trains are now operating greater use of new technologies, and measures include: two to four trains per hour, and services throughout the day including during peak increase competition between companies to Maidenhead increased from four to six hours, between Liverpool Street and bidding for the work, while ensuring we • An intensive trackside vegetation clearance trains per hour. Shenfield. By the end of the year, there bring about the best possible solutions. programme to significantly reduce the leaf will be 11 trains running on the TfL Rail fall on or near the track, which is already Trains will now also call at Heathrow route. The trains are built and designed We have brought forward step-free access nearing completion Terminal 5. A total of six Elizabeth line in the UK by Bombardier, helping to at outer London stations at Harrow-on- trains per hour will serve Heathrow support 760 jobs and 80 apprenticeships, the-Hill and Newbury Park, where work • Using more detailed weather prediction terminals every hour from December showcasing home-grown design and will start in the coming weeks. Bond Street data that allows a quicker response to 2019. Four will go to Terminals 2, 3 and manufacture. and Victoria will also become accessible changing conditions and helps with 4 and two will go to Terminals 2, 3 and this year. deciding when to send out the engineering trains

24 Commissioner’s Report Commissioner’s Report 25 Almost 91 million customers now use Victoria station annually

• Putting up new trackside signs warning Two large caverns have been excavated drivers of any low adhesion areas and around the loop, which will any temporary speed restrictions form the link between existing Northern line tunnels and new NLE tunnels. The • Developing a new timetable that allows caverns are connected to the Kennington for slower train speeds in problem ventilation shafts by two running tunnels areas, to reduce the risk to train that have already been constructed. Work wheels. This is in line with industry best is currently under way to remove the old practice and happens each year on the cast iron rings around the existing Northern Metropolitan line and Network Rail line loop at Kennington ahead of a 10-day services Christmas 2017 blockade, during which new track junctions, signalling, points and • Recruiting additional train maintenance crossings will be installed. staff, and buying more spare wheels, to provide a 24/7 train wheel changing Modernising the Circle, District, facility at both depots on the Piccadilly Hammersmith & City and a new Northern line platform, a new if needed Metropolitan lines entrance on Cannon Street, step-free Annual usage of Victoria station has We are preparing trains for automatic access from the street to the Northern reached nearly 91 million customers, Northern line extension train control (ATC) running, which goes line and Docklands Light Railway almost the same number as those The Northern line extension (NLE) will live from 2018. ATC systems control train platforms, and a new Waterloo & City line travelling through London Heathrow and provide two new stations, at movements, giving more frequent and entrance in the new Bloomberg building. London Gatwick airports combined. We Power Station and at Nine Elms – with reliable services. are modernising the station to relieve two new tunnels linking Battersea Piling for the new station box began in July congestion, offer quicker journeys and with the existing Northern line at the At the end of July, 19 trains had been and continues to proceed on schedule. improve access in and out of the station to Kennington loop. modified. We expect to complete more The tunnelling is progressing well, with the serve the growing transport demands of than 50 trains by the end of the year. tunnel to the south of the new platform London and the continuing development Both tunnel boring machines (TBMs) complete. Following relocation of staff of the Victoria area. have begun their excavations. After Work on the track layout has progressed to their new facilities, the build and fit- passing beneath a former industrial area ahead of schedule, with new layouts at out of new rooms to house the relocated The installation of fire and (currently Post Office land) crowded with Harrow South Junction and Tower Hill in electrical equipment has started. The new communications systems, and the buried obstructions, both TBMs are now service. We have now completed 23 of the station operations room opened in August, mechanical, electrical and architectural fit- expected to complete the tunnelling work 29 layouts and we expect to finish the with the project expected to finish onsite out, are progressing well in the remaining by November 2017. work under budget. by the end of this year. tunnels linking to the south ticket hall.

At the Battersea station site, work is on Bank The works on the new Waterloo & City Work continues on the east and schedule. The TBMs have now passed At Bank station, one of the busiest entrance within the Bloomberg building westbound link passages to the District through Nine Elms station, and excavation stations on our network, we are boosting are progressing, and additional fit-out and Circle line and associated lifts, current to basement level is under way. capacity by 40 per cent. The work includes resources are being allocated to ensure station modifications, and the new south modernising the existing station, with completion this year. ticket hall escalators.

26 Commissioner’s Report Commissioner’s Report 27 In August, the DLR celebrated 30 years of service

Paddington hall. A three-dimensional sculpture of The Bakerloo line link, which will provide the same forms adorns the ticket hall. step-free access between the new Paddington Crossrail station and the Daniel Buren is a world-renowned Bakerloo line, is progressing on schedule. French conceptual artist, whose works The escalator trusses have been installed are on display in Tokyo, and and are being fitted out, and the fixed . This is his first permanent public stairs have been constructed. The new commission in the UK. lift is installed and we have started testing and commissioning. Rail, DLR and Trams DLR celebrates 30 years of serving The cladding has begun in the link east London tunnels. The cable management system In August, the Docklands Light Railway has been installed throughout, and cable (DLR) celebrated 30 years of service. management installation within the To mark the anniversary of the Queen existing station has also started. opening the line on 30 July 1987, ‘30 things to do by DLR’ was launched along with a Lancaster Gate new line map that is easier to read. Lancaster Gate station reopened eight weeks earlier than planned following The new line maps can be found on board the complete replacement of the two the trains and at stations. Using different 29-year-old lifts. The work included colour shades for each branch of the upgrading the interfaces with the station customers in September 2016 for a the results. More than 95 per cent of railway, it will simplify journey planning systems, such as fire detection, CCTV, complete overhaul, including new responders to our first consultation, for customers and help provide clearer passenger alarms and lift monitoring. The tiling and finishes, improvements to in January 2015, agreed that a capacity interchange information. new lifts have a life of 30 years, are more lighting and a new, straightened gate upgrade was needed. We are now reliable and use less energy. line to create more space at the top of seeking views on our more detailed The DLR began with just 11 single- the escalators. Customers are enjoying plans, which will see the station treble carriage trains that served 15 stations. During the closure, we also took the a bigger and brighter space when in size and offer step-free access with a It has continued to grow, being extended opportunity to refurbish some areas passing through the station. We have new entrance in Buck Street. six times to help meet east London’s of the station. This has created a more also improved advertising areas and growing population. welcoming environment for customers made room for a retail unit, which will Tottenham Court Road and staff and has also improved passenger generate revenue for reinvestment. We have unveiled the final piece of Today, the entirely step-free railway flow with a new, revised gateline layout. ‘Diamonds and Circles’, Daniel Buren’s carries 122 million passengers, up Station upgrade permanent commission at Tottenham from 6.7 million in its first year, and Charing Cross We ran our public consultation on Court Road station. The finished artwork, encompasses 45 stations with 56 mainly The Northern line ticket hall at Charing the updated proposals to modernise installed over two years, features a series three carriage trains on 38 kilometres Cross re-opened almost two weeks Camden Town station from 22 June to of colourful shapes, fixed to the glass of track. ahead of schedule. It was closed to 18 August, and we are now analysing walls of the station entrances and ticket

28 Commissioner’s Report Commissioner’s Report 29 London Overground new rolling stock As the ticket machines, which were From March 2018, and route electrification installed when the tram system opened the first trains The first of our new Class 710 trains is in 2000, have such low usage and have will come into service on the complete and began static testing in now reached the end of their useful life, Gospel Oak to August; the second and third trains are it is no longer cost effective for us to Barking route currently under construction at Derby. maintain them or have them replaced. It is, therefore, proposed that we remove Network Rail has confirmed that they the machines and ask any customers will complete the electrification of the who still buy paper tickets to switch to Gospel Oak to Barking line so that the Oyster or contactless. Customers will new trains can operate on this section, be able to top up their Oyster cards at and they have set out a blockade Oyster Ticket Stops along the route, at programme this autumn which will ticket machines at stations complete the project in January 2018. or via our website and our forthcoming Ticketing app. The first new trains will come into service on this route from March 2018, Only 0.3 per cent of single tram journeys following a mandatory ‘stand still’ period are paid for with a ticket bought from a by Office of Rail and Road to allow tram stop ticket machine. This is fewer assessment of the finished work to be than 250 tickets per day, with more than completed. Later, they will be introduced half of these sold from 10 tram stops. on the Watford to Euston route and then Blackhorse Lane Bridge High Speed 2 on West Anglia services and the Romford A paper ticket bought from a ticket We have now started the procurement High Speed 2 (HS2) includes two significant to Upminster route in summer 2018. The machine costs £2.60 whereas the exercise to replace Blackhorse Lane new stations at London Euston and Old Oak new trains benefit from air conditioning equivalent pay as you go single fare with Bridge on the tram network. We expect Common, with the latter also serving the and wide-aisle gangways to allow Oyster or a contactless bank card is £1.50. to award the contract later this year, with Elizabeth line. Over the summer, we were mobility between carriages. Customers using pay as you go also have works starting in mid-2018 and completing involved in developing Euston Four Stations access to the Mayor’s Hopper fare, which in mid-2019. Masterplan, which aims to bring in a single Cashless Trams gives a second tram or bus journey for option for the Euston Station design and On 4 September, we began an eight- free within one hour of touching in on We will also manage the replacement surrounding area by September 2017. week public consultation on plans the first tram or bus journey. of another bridge, owned by London to make ‘cashless’. Borough of Croydon, located near We are also working with OPDC to design The proposal would see existing cash Subject to the results of the consultation, Blackhorse Lane Bridge. and establish a number of surface links ticket machines, which only sell a small a final decision on whether to remove between the new Old Oak Common HS2 number of the more expensive paper the machines will be made early next This initiative will bring in cost efficiencies station and the two proposed Overground tickets every week and do not allow year. The consultation runs until Sunday and enhance our relationship with the stations at Hythe Road and Old Oak customers to top-up their Oyster card, 29 October. London Borough of Croydon, who do not Common Lane. Early feasibility design removed from the Tram network. have a project delivery capability. The started in August 2017 and single option work will be complete late next year. selection will be made by December 2017.

30 Commissioner’s Report Commissioner’s Report 31 New bus livery and stop signs make the bus network more user-friendly

the buses. This has simplified use of the showed that the condition of the bus bus network in local areas as passengers station is below the network average. will be able to tell, at a glance, where We plan to redevelop the bus station to the bus will go. More than 60 buses improve safety, enhance the customer have been given the new livery, the aim experience and generate commercial being to simplify journeys for passengers opportunities. We expect the design travelling in the area. A similar refreshed phase to start in late September 2017, livery and marketing is planned for Hayes with construction beginning in April 2018. later in the year Freedom of Information requests Buses Customer Experience programme The Information Commissioner’s Office More than 60 per cent of London’s 25,000 (ICO) will be monitoring our compliance bus drivers have now attended the ‘Hello with the statutory deadlines for replying London’ training course, which supports to requests made under the Freedom of their pivotal role of carrying 55 per cent Information Act and the Environmental of public transport passengers across the Information Regulations received between capital each day. Ninety-three per cent 1 July and 30 September. Around 250 of of drivers rate the course as excellent or these requests are received per month very good. Supporting this is a marketing and the ICO will be expecting us to campaign to show drivers do more than respond within the statutory deadlines to just drive the bus – drivers are recognised at least 90 per cent of them. Performance for good service where customers to date in 2017/18 has been at the level observe instances where their actions required. We will be carrying out a further make a positive difference. We have made consultation shortly on the development more than 600 commendations to date. of our Transparency Strategy and how we can further extend the information that In addition to bus drivers, we are also we make publicly available. putting our front-line operational bus staff through a one-day version of the course to support the difficult job drivers do. This illustrates the contribution Buses We have also started marketing bus supporting staff can make to improving Speeding up the bus network services in the Barkingside area, with the the overall customer experience. We have brought in more than 30 of the buses now in a new user-friendly bus planned 170 bus priority schemes for livery. Individual routes have been given Kingston & Cromwell Bus Station 2017/18 on our road network and borough their own distinct colour. The buses and Kingston and Cromwell Bus Station was roads. These include a new bus lane stop signs are marked in their identifiable built in the mid-1990s, and is served by 32 on Loampit Vale in Lewisham and the colours and the main destinations and bus routes and used by 12,000 passengers removal of traffic at Bank junction. interchanges are listed on the side of daily. A recent mystery traveller survey

32 Commissioner’s Report Commissioner’s Report 33 5 New homes and jobs

Crossrail 2 following a framework procurement On 18 July, the Mayor had a productive process. Their immediate priority will be meeting with the Secretary of State for to focus on driving down cost as part of Transport to discuss the way forward for our efforts to determine the best-value . A joint statement of support solution for London and the UK. Subject was issued following the meeting in to approval from the Secretary of State which they both agreed that London of the Strategic Outline Business Case, needs new infrastructure and pledged to they will work with us on developing the work together to make Crossrail 2 more design further ahead of the next public affordable, and to find ways for London consultation. to fund 50 per cent of the cost during construction. This work is now under way. London Overground extension to We await a firm commitment from the Government, expected in the autumn, We have received powers from the The Barking before the project can move forward Secretary of State for Transport to start Riverside extension will unlock a wide with the next stage of design, a public construction on the 4.5km extension range of benefits, consultation, renewed safeguarding and of the Gospel Oak to Barking line, a including 10,800 preparation for submission of a hybrid Bill project that will help support one of new homes to Parliament in early 2020. east London’s largest new housing developments. The extension will bring The team continues to meet with London Overground services to a new stakeholders to explain the regional and station at the heart of the Barking District and Hammersmith & City line Grenfell Tower national benefits of the scheme and to Riverside community, with construction services and to London Fenchurch We are working with the developers emphasise the importance of transport beginning in summer 2018 and train Street and Essex. (St Edward Homes) following the investment to all parts of the country. services starting in late 2021. Government’s instruction to expedite Operating with four trains an hour, the the build on Warwick Road of two luxury On 13 September, the Crossrail 2 All Party This extension will unlock a wide range extension will feature the latest state-of-the- blocks for the Grenfell Tower survivors. Parliamentary Group (APPG), chaired of benefits for people in the local area art electric London Overground trains that We have been negotiating with other by David Lammy MP, and the APPG for and beyond, including 10,800 new homes, feature air conditioning and walk-through roadworks promoters to defer their London, chaired by Bob Neill MP, will along with a new school and healthcare carriages for added customer comfort. works so we can facilitate hastening hold a joint meeting centred on rail facilities and the construction of a new the build. infrastructure, with particular focus on district centre with commercial and The extension is fully funded, with £172m of Crossrail 2 and rail devolution. leisure facilities. the £263m cost of the scheme being met by Brent Cross the developers, Barking Riverside Limited. Brent Cross London is a significant In order to continue to develop the The Overground extension will offer a The remainder will partially come from our regeneration programme in London detailed designs for Crossrail 2, we intend sustainable public transport alternative Growth Fund, which funds schemes that Borough of Barnet, bringing 7,500 new to appoint two consultants from our to car travel and link Barking Riverside have a direct impact on unlocking housing homes and 27,000 jobs to the area. There approved framework of suppliers. Mott to London’s public transport network and employment growth. will be a new town centre, an expanded Macdonald and Arup have been selected through connections at Barking with shopping centre, new parks and public

34 Commissioner’s Report Commissioner’s Report 35 Our new Career Returners pilot offers 12-week paid placements for those interested in returning to work after career breaks

spaces, and more than £300m of New cleaning contract third-party investment in the Brent On 14 August we announced a new Cross highway network (around £90m five-year contract with ABM UK for the investment in our highway assets). provision of cleaning and associated The lead developers, Hammerson services – guaranteeing 2,800 people will and Standard Life Investments, have receive the London Living Wage. awarded enabling works contracts and are due to start preparatory The contract includes the cleaning of construction works in November Tube stations and trains, bus depots, 2017. The Invitation to Tender for the head office buildings and the London main works, which start in July 2018, Transport Museum. was issued on 19 July 2017 and the developers will seek design approval It is one of six facilities management from us in the coming months contracts that have been consolidated from 50 as part of our work to improve Job creation in our supply chain public transport while reducing day-to-day We have been working with operating costs and delivering the best Bombardier and multiple charities and possible value for money. organisations from across London to support the recruitment of 10 Level 2 The new contract includes a commitment Engineering Apprentices for Crossrail. to pay employees the London Living Wage More than 20 candidates – from diverse as well as a reduction in the number of backgrounds and 50 per cent of whom agency workers within two years. This will will be female – will be put forward for result in 95 per cent of staff being directly the roles. employed by ABM UK.

Helping people back to work As part of the procurement process, all Our award-winning Smart Sourcing of the bidders were required to submit an programme helps remove barriers We are also running a pilot of our new touchpoints throughout the programme Equality and Diversity plan and ABM UK to employment while improving the Career Returners scheme, which offers to see how they are getting on. will be tracked on the delivery of their plan diversity of our workforce. We are 12-week paid placements on projects throughout the contract. They will create already helping ex-Forces personnel that have a real impact on people and The opportunities are open to anyone 150 apprenticeship positions, offering back into work, and doing more to raise communities across London. The pilot who has had a career break of two people the chance to earn while they women’s awareness of different roles is initially being run in our Commercial years or more, and all roles are open to learn, and will also provide opportunities in our industry. Our latest initiative Development and Finance teams. flexible working options. There is also to support people who may encounter is all about supporting talented the possibility of a permanent role at barriers when trying to gain employment professionals back into the workplace All returners will have a full induction the end, provided the competencies and once they are in the workplace. at the right level after a career break. with their peers, a dedicated buddy and are met.

36 Commissioner’s Report Commissioner’s Report 37 6 Our people

New Director of Diversity and Inclusion staff potentially affected by Brexit, On 7 August, we welcomed Staynton providing information and support where Brown as our first Director of Diversity appropriate. & Inclusion. Staynton joined us from the NHS, where he has been Associate Recent awards Director, Equalities at Guy’s and St Bus Awards Thomas’ Foundation Trust since 2011. We have been celebrating the The London Bus Staynton will be an integral part of the achievements of our operational staff Awards celebrated HR Leadership Team and my Executive through the London Bus Awards. This the outstanding Committee in the future. By developing event, held in the achievements of our our Diversity and Inclusion vision and Museum in on 13 July, operational staff strategy, he will help to ensure further recognised nine champions who have progress in our commitment to providing pushed the boundaries of safety, an inclusive and accessible network and accessibility, customer service, the developing a workforce that reflects the environment and vehicle care, and who Surface Transport Safety Awards and safety topics to promote a positive diversity of the city we serve. have been an inspiration to colleagues. Each year, we host the Surface Transport safety culture within DLR. The winners were: Safety Awards, which recognise staff who Gold Standard have gone the extra mile to make Surface Constructing Excellence Awards On 8 August, the Ministry of Defence • Above and Beyond: Ewulo Gbobaniyi Transport a safe and healthy place to Our modernisation work at Bank station gave us a Gold Award for the Employer work for everyone. A record number has won this year’s Value Award at the Recognition Scheme (ERS), its highest • Inspirational Role Model: of nominations were received for this Constructing Excellence Awards for badge of honour for organisations that Helen Webster year’s awards. The Safety Initiative of the London and the South East. In the judges’ have signed the Armed Forces Covenant Year award recognised two employees: view, the project demonstrated that and demonstrated outstanding support • Hello London: Ian Holmes one for their work to protect vulnerable whole-life cost had been considered for those who serve and have served. The road users at our highway construction from the outset, combining the capital ERS Gold Awards recognise employers • Outstanding Newcomer: sites, and another for their commitment costs of construction with maintenance, who actively support the Armed Forces Jayden McGuigan to maintaining public safety around the operational and occupational costs. community in their workplace. major works at Highbury and Islington. Emphasis on the operational needs • On the Road Support: Mitchell Chong Two Safety Champion Awards were of the owners and users had been European Staff Network Group made to employees whose efforts had a key driver throughout design and We will be holding the first meeting • Safety Champion: Paul Edwards-Moss brought in safety and HSE compliance construction, and made the project a of our new European Staff Network improvements at London Overground. beacon of best practice Group on 18 September. Our staff • Best Vehicle Care: Rainham Garage The Health and Wellbeing Award network groups are managed entirely recognised the work of one of our by volunteers, who have shaped the • Environmental Campaign: Mental Health First Aiders, and the award agenda on crucial issues of interest Richard Harrington for Safe Worker was made to a member to our people, notably in the equality of the DLR team who consistently and inclusion area. This new staff • Accessibility Champion: demonstrated a level of energy, drive network group will create a forum for Tracey Palmer and enthusiasm across a range of health

38 Commissioner’s Report Commissioner’s Report 39 7 Securing value

Reducing costs In recognising the importance of We are making good progress on our involving our people in Transformation, cost reduction initiatives for 2017/18 and our 2017/18 Scorecard includes a are on target to meet our £699m budget specific measure on ‘Engagement with savings this year. We are also continuing Transformation’. The first survey results to reduce unnecessary costs across the show a Total Engagement score of 53 business and are ahead of our operating per cent. We are aiming to increase cost reduction target. this by 3 per cent over the year and are using feedback from the first surveys to In our drive to modernise our generate action plans. organisation by eliminating duplication and ensuring we are integrated and Generating income lean, progress is continuing on the six Game of Thrones experiential event workstreams in the second phase of On 17 July, Sky Atlantic launched an our Transformation Programme, which advertising campaign across the Tube launched in May 2017. network to mark the start of the seventh series of Game of Thrones. The Northern We have also recently transferred all line ticket hall at King’s Cross station was engineering and major projects functions the hub of the activity, containing the to one area, allowing our new Major installation of a replica of the Iron Throne Projects Directorate (MPD) to stand from the show, on which our customers up. Stuart Harvey has been appointed could be photographed. Also in the ticket as MPD Director, and 14 major projects hall were buskers playing the theme from from LU and Surface have been brought Game of Thrones, immersive advertising together into this new directorate. (including floor vinyls), themed public service announcements and costumed Our new Technology and Data function actors dressed as characters from the has also launched under Chief show. Costumed actors were also at Technology Officer and Director of Waterloo, Paddington and Liverpool Street Customer Experience, Shashi Verma. and our film office accompanied characters This brings technology and data strategy, for a journey on the Jubilee line. project delivery, development and service operations into one area. The event received a large amount of The Game coverage in the press and on social media, of Thrones Both new teams will allow us to and highlighted how brands can use our experiential event prioritise our programmes, fulfil services estate to launch campaigns that have received a large more affordably, and ensure we share impact and that are fun for our customers. amount of press coverage and knowledge, skills and expertise. It also generated £217,000 in revenue to generated revenue reinvest into the transport network. to reinvest in the network

40 Commissioner’s Report Commissioner’s Report 41 Wembley and Hayes underpass Car park tariff increases advertising screens On 21 August, we increased tariffs in On 15 August, the first of our two new many of our car parks. The increases digital underpass screens on the A406 near were planned to bring our tariffs in line Wembley started showing commercial with those charged by our competitors, advertising, followed on 5 September with and there were no increases at locations the switching on of the second screen. On where our prices were already at the 18 August, we began installing two new same level as the local market. We own digital advertising screens on the Hayes a total of 76 car parks – operated by NCP Road underpass on the A312 near Hayes. Ltd on our behalf –providing more than The screens are part of our contract with 10,500 parking spaces. Outdoor Plus, generating £13m to reinvest in the transport network over 10 years. We provide customers with a number of During the installation works for both payment methods, including online, SMS sites, we kept disruption to neighbours text, phone and via a mobile app. We are and road users to a minimum. We used also introducing car parking bay sensors acoustic sheeting to reduce noise, and that will provide our customers with live each screen required just one full road information regarding space availability, closure. For the remainder of the works, and have also begun to offer dedicated only single lane closures were in operation. Electric Vehicle Charging spaces at our The screens are designed with an enclosed car parks. space behind them to allow maintenance to be carried out without the need for road closures. We will be able to use the underpass screens to inform road users of future works, event and traffic disruptions.

42 Commissioner’s Report Commissioner’s Report 43 © Transport for London Windsor House 42 – 50 Victoria Street London SW1H 0TL September 2017 tfl.gov.uk PUB17_045