Transport for London Single Equality Scheme 2012 – 2015

MAYOR OF LONDON Transport for London

| Commissioner’s foreword

Contents Commissioner’s foreword 3 I am very pleased to introduce Transport for London’s (TfL’s) Single Equality 1 About TfL 5 Scheme (SES). This document has been produced following wide-ranging 2 Delivering the MTS 6 involvement with stakeholders and colleagues in the London boroughs 3 Equality and the public sector duty 8 and Greater London Authority (GLA), 4 The purpose of this scheme 10 and it builds on the knowledge and • The consultation process understanding that TfL has gathered over the past few years. 5 Knowing our communities 12 • A profile of Londoners across This summer was TfL’s biggest challenge all equality groups and also, I believe, our greatest triumph. • Key findings from TfL’s research Thanks to the dedication of staff, meticulous planning and the support 6 Having your say 20 of other stakeholders, the transport • Transport planning system contributed to the fantastic regard for the needs of customers • Affordability success of the London 2012 Olympic and staff from all of London’s diverse • Safety and security and Paralympic Games. This achievement communities and I am proud to say • Procurement continues to inspire us to make even that, in recent years, we have made • Customer experience greater improvements, and this scheme real progress in improving access to our • Engaging with stakeholders is part of that commitment to improving services, engaging with our customers • Improving access to services customer experience for all Londoners. and delivering a better transport system • TfL’s workforce for all Londoners. This was acknowledged This SES, which replaces all of the in 2011 when we were awarded an 7 Next steps 64 existing equality schemes that we have excellent rating in the Equality Framework produced, brings together the issues for Local Government. TfL is the only 8 SES action plan 66 that are faced by individual groups and transport authority, and by far the largest highlights those which they all hold in and most complex organisation, to have common. TfL is required to have due met this exacting standard.

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Chapter 1 About TfL

We know that there is still much to We will also build on our excellent TfL was created in 2000 and is the integrated body do to ensure that we keep pace with work with suppliers by encouraging and responsible for the Capital’s transport system. Its rising expectation and deliver on our supporting them to improve their own main role is to implement the MTS for London and promises. A significant part of this work equality performance. manage transport services across the Capital, for is to continue to listen to customers and which the Mayor has responsibility. These include work with groups representing disabled I am proud of what TfL has achieved the city’s buses, London Underground, Docklands people, and others, to get things right. so far and am confident that, with the Light Railway (DLR), London Overground, London measures outlined in the SES, delivered Tramlink, the Emirates Air Line and London River The SES also sets out what we will through the Business Plan and the Services. TfL also manages Victoria Coach Station do as an employer to ensure our Mayor’s Transport Strategy (MTS), TfL will and London Transport Museum. workforce is even more reflective of continue to make the improvements that London’s diversity at all levels of the all of our customers want to see. TfL has a number of other responsibilities: organisation. This will be achieved by developing our staff to take on more • Managing the Congestion Charging scheme responsibility and making sure that we attract the best people from all • Maintaining 580km of main roads and all of backgrounds on to our graduate and London’s traffic lights apprentice schemes, especially from Peter Hendy CBE • Regulating the city’s taxis and private hire trade those groups that are currently under- Commissioner represented in our workforce. Transport for London • Making London’s transport more accessible by coordinating schemes for mobility- impaired people and running the Dial-a-Ride service alongside the London boroughs’ Taxicard scheme

• Promoting a range of walking and cycling initiatives

TfL is a statutory corporation regulated under local government law and finance rules and is largely governed by the GLA Act 1999 as amended.

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Chapter 2 Delivering the MTS

The Mayor published his transport strategy in 2010. It specified six goals that would need to be met in order to achieve his overarching vision:

• Support economic development and population growth

• Enhance the quality of life for Londoners

• Improve the safety and security of all Londoners ‘The challenge to provide accessible • Improve transport opportunities for all Londoners services to a growing and changing city, and • Reduce transport’s contribution to climate change to attract and retain and improve its resilience the best employees from all of London’s • Support delivery of the London 2012 Olympic and communities, Paralympic Games and its legacy remains. The recent consultation on This SES ultimately supports the delivery of the MTS. our Single Equality However, there are also clear links with TfL’s Business Scheme is a significant Plan, MTS Accessibility Implementation Plan and element of our Community Safety Plan. planning to build on our successes and to address areas where improvements are needed.’ Michèle Dix – Managing Director, Planning, TfL

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Chapter 3 Equality and the public sector duty

The Equality Act 2010 (the Act) consolidates and replaces the previous discrimination legislation for England, Scotland and Wales. It covers discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation (known under the Act as ‘protected characteristics’).

The Act requires public authorities to comply with the general equality duty and, in exercising their functions, have due regard to the need to:

• Eliminate unlawful discrimination, harassment, victimisation and other conduct prohibited by the Act

• Advance equality of opportunity between people who share a protected characteristic and those who do not

• Foster good relations between people who share a protected characteristic and those who do not

What does this look like in practice? TfL will ensure that the needs of all communities are considered in the services it provides and in the behaviours it demonstrates as an employer. This means ongoing dialogue and engagement with stakeholders and, where possible, ensuring plans are shaped by them.

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Chapter 4 The purpose of this scheme

The SES sets out TfL’s plans to continue September 2012. It was sent to all improving travel choices, promote London boroughs and representatives equality and enhance access to of stakeholders who would usually transport services and employment for express an interest in transport issues all groups who live and work in London. across equality groups. TfL is required to publish the objectives it believes it should achieve to eliminate A link to the consultation document discrimination, advance equality of was made available on the TfL website opportunity and foster good relations (tfl.gov.uk/equality). The report was as set out in the general equality duty published in a large font and easy-read (see p8). Its equality objectives have formats were available to download. been developed through stakeholder Hard copies could be requested in engagement, ongoing customer surveys, any format. monitoring customer complaints, staff satisfaction surveys and bespoke In addition, TfL organised an event that research, as well as the SES public brought together a ‘round table group’ consultation process. These equality with stakeholders and representatives objectives are set out in the SES action from The Suzy Lamplugh Trust, National plan in section 8 of this document. Mencap, the GLA, the Metropolitan Police Service (MPS), The Family and TfL is also required to publish Parenting Institute and TfL’s Youth information to demonstrate its Panel. It focused on issues such as compliance with the general equality safety and security, young people and duty. This includes data relating to transport, customer experience and employees, and Londoners, who share ensuring a workforce that reflects a relevant protected characteristic and London’s communities. who are affected by its policies and practices. This information is contained Feedback was also gathered through in sections 5-7. face-to-face meetings with borough representatives and stakeholder groups, The consultation process written responses, questionnaires and The draft SES was published for survey analysis. public consultation between June and

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Chapter 5 Knowing our communities

A profile of Londoners across all equality groups Accessible transport is important in ensuring people are not excluded from places of employment or health, education and leisure services. It plays a key role in creating equal life opportunities for all London’s diverse communities.

To understand the transport issues that affect people from different equality groups, TfL has pulled together information relating to, for instance, the barriers they experience and their use of the transport network. This chapter provides a summary of the full document ‘Understanding the travel needs of London’s diverse communities’, which is available at tfl.gov.uk/equality.

TfL is committed to providing accessible transport for all and has identified seven groups of Londoners who typically face increased barriers to public transport use. These are described on pages 14 and 15.

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Black, Asian and 35 per cent of Londoners • Disabled Londoners tend to be (2.56) of short trips per weekday, minority ethnic (BAME) older and are more likely to be on average white, women or retired. They Women 51 per cent of Londoners are also more likely to live on low • Cost of fares. For some the Older people 12 per cent of Londoners are aged 65 and over (and household incomes. Disabled and affordability of fares is also a three per cent are over 80) older Londoners are more likely to significant issue. Half of Londoners experience difficulties relating to have an Oyster card, although this Younger people 32 per cent of Londoners are under 25 physical accessibility figure is lower among younger, older, Disabled people 11 per cent of Londoners consider themselves to low-income and/or disabled people. be disabled • Londoners on low incomes. These tend These groups may be more likely to to be women and older, BAME and benefit from other travel concessions People on low incomes 41 per cent of Londoners have a household income disabled people, and those not in work. or discounted fares. The bus is the below £20,000 This largely reflects working status, most popular form of public transport LGB Two per cent of Londoners are lesbian, gay or although the causes of low income are in all equality groups. It is particularly bisexual (LGB). (There is currently no formal way to tied to education, qualifications, health important for women, BAME capture data on the population by sexual orientation. and, in some cases, transport Londoners, those on low incomes and Estimates vary between two per cent and 10 per cent) younger people • The LGB community. Men form the greater part of the LGB community, • Crime and antisocial behaviour. which is in contrast to the general Concerns about crime and antisocial Key findings from TfL’s research: • Older Londoners are more likely to population. LGB Londoners also tend behaviour tend to affect the travel be retired, and therefore many live on to be younger and have said hate patterns of women, BAME Londoners, • BAME Londoners have a younger low incomes. They are also more likely crime is a concern for them younger people and/or those on lower age profile than white Londoners, to be white and/or disabled. For older incomes more so than other groups are more likely to live in low income and disabled Londoners, the greatest • Travelling around the Capital. On (this is particularly evident for BAME households and are more likely to cite barrier to transport is concern over average, Londoners make 2.45 trips and younger Londoners). For women, barriers to transport antisocial behaviour, while for all other per weekday. However, for the equality these concerns are more apparent groups it is overcrowding groups covered in this report, the after dark (during the day they are no • Women tend to be the primary carer at average number is lower with, for more concerned than men). White home so are less likely to be in full-time • Younger Londoners are less likely to example, BAME Londoners making men are less likely to view crime and employment and more frequently cite be disabled but more likely to be from 2.25 trips per weekday. The exception antisocial behaviour as barriers to affordability as a barrier to transport a BAME community is women who make a greater number increased public transport use

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• Access to information. Some people into account). This may relate to the The table below shows the varying levels of satisfaction between different groups. feel there is insufficient information to greater level of concern about personal help them make full use of the network security that exists among younger and Key issues across all groups 2012 – this is particularly true among BAME BAME people.

Londoners, those on low incomes Non- and/or disabled people. There is also The greatest drivers of satisfaction % All Men Women White BAME 16-24 65+ DE1 Disabled disabled with public transport are journey time evidence to suggest a low awareness Number of of the information tools offered by TfL. and the time people spend waiting, respondents (1,000) (416) (584) (706) (274) (94) (219) (247) (124) (867) To make public transport accessible for and this applies across all equality Overcrowded all, TfL must provide information in a groups. Not as important, though still services 60 59 61 58 65 74 40 53 52 60 variety of formats. In the vast majority contributing to overall satisfaction, are Cost of tickets 45 41 48 38 60 57 10 40 26 47 of cases this is already happening, with the extent of overcrowding and issues Unreliable just 11 per cent of Londoners reporting of safety and security. services 44 43 44 39 54 55 21 32 34 45 that information provision is a barrier Slow journey to them using public transport more For BAME, older and/or disabled times 43 42 43 38 53 56 24 36 27 45 often. Greater publicity around the Londoners, there is a slightly stronger Concern about different information available from correlation between overall satisfaction antisocial TfL (for example, resources in foreign and the availability of information behaviour 40 39 42 39 43 41 44 48 54 38 languages) may help people use public (maps, signs, audio announcements and Fear of crime the presence of staff) than for other on the way to transport more effectively. However, it the bus/train is important to acknowledge that older equality groups. For younger and/or 29 24 35 26 38 40 23 32 40 28 and disabled people, and/or those on BAME groups, overall satisfaction is Fear of crime on the low incomes, are less likely to use more strongly linked to personal safety. bus/train 29 24 33 26 35 34 27 32 39 27 the internet For all groups, other than disabled Fear of knife crime Satisfaction with public transport people, overcrowding is the key issue. 28 22 34 25 35 38 28 34 40 26 Dirty When it comes to satisfaction with For disabled people it is the second most important issue after concern environment public transport, there is little difference on the about antisocial behaviour. between the equality groups. However, bus/train 26 20 31 21 37 33 23 29 26 26 younger people are generally less Dirty The cost of tickets is significantly more satisfied than older people, while BAME environment of an issue for BAME people and younger Londoners are slightly less satisfied than on the way to people than it is for other groups. the bus/train white Londoners (even when age is taken 18 16 21 12 33 29 13 18 15 19

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Key issues across all groups 2012 (continued)

Non- % All Men Women White BAME 16-24 65+ DE1 Disabled disabled Number of respondents (1,000) (416) (584) (706) (274) (94) (219) (247) (124) (867) Fear of terrorist attacks 12 9 16 10 18 18 10 16 18 12 Lack of information on how to use public transport 11 11 12 9 15 9 8 12 11 10 Risk of accidents 9 7 11 7 15 16 11 14 17 8 Graffiti 9 7 10 7 12 5 11 11 16 8 Don’t understand how to buy bus tickets 6 7 5 5 8 9 5 7 6 6 None of these 13 15 12 15 9 4 28 14 14 13

1DE households are defined as being where the main earner is (or was before retirement) a semi- skilled or unskilled manual worker, or a household where the main source of income is the state pension or basic benefits

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Chapter 6 Having your say

This chapter sets out the issues raised Transport planning by stakeholders and provides TfL’s For many people, using different forms of transport response. They have been grouped to get around London is essential for activities such under the following themes: as travelling to work, college or school; going to the doctor; or visiting friends and family. • Transport Planning Transport planning plays a vital role in delivering • Affordability the Mayor’s vision for the Capital. It ranges from • Safety and security the development of town centres, projects such as the Emirates Air Line cable car, reviewing TfL’s road • Procurement strategy and looking at the impact of transport on the health and wellbeing of Londoners, to working with • Improving access to services schools and colleges to encourage young people to The Emirates Air Line Running between • TfL’s workforce engage in active, safer travel. North Greenwich and In addition, this section looks at issues Issues raised by stakeholders during the consultation the Royal Docks, and that impact young people, improving process included the link between transport and with a journey time of relationships with all groups using poor air quality, encouraging cycling across all groups less than 10 minutes, the transport network, building on in the community, and how TfL works with schools the Emirates Air Line engagement and consultation between and young people to promote safe travel on the provides easy access stakeholders and TfL, and further transport network. to the O2 and ExCeL improving customer experience. exhibition centre. The Poor air quality terminals are also  Stakeholder feedback close to the Tube, Tackling poor air quality as a transport issue is a key DLR, bus routes and concern, particularly as it has a disproportionate river services. impact on equality groups that are more likely to live in areas where pollution levels are higher. What TfL is doing Air quality is critical for health and wellbeing and, if it is poor, can impact vulnerable groups including children, older people and those with existing heart and lung conditions. Around 690,000 people in the Capital have

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asthma, which is made worse by high achieve air quality improvements. • The use of dust suppressants, road provide faster, more direct routes levels of air pollution. Also, those living Current measures include: coatings, green walls and hedges to for commuters; quiet, off-road, in deprived areas are disproportionately reduce the impact of traffic emissions greenways routes that cater for affected as these areas tend to be close • London’s Low Emission Zone, which leisure or inexperienced cyclists; to busy roads. has reduced emissions from the most While transport has a large part to play and cycle parking. polluting lorries, buses and coaches in improving air quality in the Capital, Transport is a major contributor to TfL is working alongside the GLA to To support those who are currently poor air quality and the Mayor, through • The introduction of new, less polluting coordinate its investment programme cycling or considering cycling, TfL has TfL, supports the London Air Quality buses, including hybrids, and fitting with other measures, such as school published its Cycle Safety Action Plan Network. The Capital’s air quality is emission treatment devices to existing boiler replacement and air quality that lists 52 actions to reduce collisions continuously monitored at around 100 vehicles to make them cleaner and awareness campaigns. involving cyclists, and its Cycle Security different locations including kerbside, less polluting, with priority given to Plan, which looks to reduce cycle theft. roadside, inner city, suburban and routes in poor air quality areas Cycling TfL is also working with the boroughs to rural sites. The majority of these are Stakeholder feedback provide free or subsidised cycle training operated and funded by boroughs • The New Bus for London, which In recent years TfL has placed a for all ages and abilities. as part of their Local Air Quality produces less than half the harmful greater emphasis on promoting walking Management duties and they provide emissions of a conventional diesel bus and cycling as modes of transport, Additionally, the Community Cycling vital information about current and which positively impacts all equality Fund for London (CCFL) has been • Age limits for taxis and private historic air pollution trends. groups. However, some stakeholders specifically designed to encourage hire vehicles (PHVs) to remove the feel that cyclists are still predominantly cycling among groups that are harder oldest, most polluting vehicles from Other initiatives, such as Airtext, men and from more affluent sections to reach, through the provision of London’s streets operate across London providing air of the community. grant funding. Projects previously quality information and health advice funded by the CCFL have ranged • Record investment in cycling and when forecasts are made for moderate What will TfL do to further promote the from teaching homeless people cycle funds to encourage walking, especially or high pollution levels. Alerts are health and environmental benefits of maintenance skills to working with for shorter journeys sent via SMS, telephone or email to cycling across all equality groups? older people and those with mental subscribers and are of great benefit • The development of a new strategy health issues to encourage cycling as to those with asthma, bronchitis, for London’s roads to ensure the What TfL is doing a means of improving their health. emphysema and heart disease, as network is fit for the 21st century TfL aims to increase cycling by Where possible, cycling facilities symptoms can be exacerbated by air overcoming barriers through, among will cater for the full range of bikes pollution. Also, the Mayor’s Air Quality • Schemes to help people choose other things, safety improvements used by disabled people, and TfL Strategy proposes initiatives in addition greener ways to travel, especially to to junctions; Barclays Cycle Hire and information will aim to encourage to those outlined in the MTS to help and from school and work Barclays Cycle Superhighways, which cycling among disabled groups.

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TfL also promotes cycling through bikes. Under the Biking Borough marketing campaigns and events that programme, each borough has tailored appeal to a wide range of people. its activities to meet local needs, with These include: more than 100 initiatives ranging from residential cycle parking to GP • The Growing Cycling campaign, which referral schemes. encourages more people to take to two wheels The Mayor set a target to deliver a Through TfL’s STAR accreditation scheme, schools can achieve ‘sustainable’, ‘higher 400 per cent increase in cycling by standards’ or ‘outstanding’ status for their activities to promote active travel • The RideLondon event, a two-day 2026. Tackling theft as a barrier to festival of cycling planned for August cycling is essential in supporting the 2013, which is aimed at all current and delivery of this Mayoral priority. would-be cyclists. It will include: The London Transport Community - The Freecycle event, which Safety Partnership (LTCSP) is the way for young people to travel to to produce active travel plans that can promotes riding through London on strategic body responsible for the school is to walk – 42 per cent of help create a shift towards walking and traffic-free streets and is designed delivery of the Mayor’s strategy to school journeys by under 16s are made cycling and, at the end of 2010, 94 per for all ages and abilities improve transport safety and security, this way, and this rises to 53 per cent cent of London schools had a plan in called ‘The Right Direction’ 2. Reducing for children aged 10 or under. After place. TfL has produced a number of - The Grand Prix, which showcases cycle theft has been highlighted as one walking, the bus is the most popular guidance documents to support its elite women’s and junior cycling, of its priority projects. mode of transport for Londoners school travel programme and to link plus hand cycles under 25. initiatives to other programmes under Younger people way in schools. - RideLondon 100 for club and Stakeholder feedback School engagement recreational cyclists How do you encourage young Since 2004, TfL and the 33 London The School Travel Accreditation boroughs have promoted active travel, (STAR) scheme - The RideLondon Classic for people to walk instead of take a bus for two stops? encouraging young people to cycle, This encourages schools to run travel elite cyclists walk and use public transport as part activities, then awards accreditation of their journey to and from school, according to commitment and TfL has provided 13 boroughs with What TfL is doing and this has led to a six per cent results. There are three accreditation funding for a range of infrastructure Thirty-two per cent of Londoners are reduction in the number of journeys to levels – sustainable, higher standards improvements and promotional under 25 and are more likely to be school by car. TfL works with schools and outstanding. activities to get more people on their from BAME groups. The most common

2The Right Direction, 2011, GLA (www.london.gov.uk/publication/right-direction)

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Schools are now able to record and Affordability monitor their travel activity on TfL’s Cost is a significant factor that people take into STAR-Track website. This enables account when making travel choices. schools to apply for accreditation status online and provides TfL with Stakeholder feedback useful data on the programme. More Affordability is an issue that is shared, in particular, by than 1,000 schools have now achieved BAME people, women, and younger people. accredited status. What TfL is doing Accredited schools show a greater The Mayor has introduced various concessionary Further concessions shift towards walking and cycling travel schemes to make public transport accessible to introduced (11 per cent reduction in car use for more people: From 1 November schools with the highest levels of 2012, free travel accreditation versus six per cent for • Under-11s receive free travel on buses and trams. on TfL services those that only have travel plans). On the Tube, DLR and London Overground, they can was restored for travel for free when accompanied by an adult or with all Londoners aged a 5-10 Oyster photocard 60 and over with the 60+ London • Free bus and tram travel is available to under-16s Oyster photocard. with an 11-15 Oyster photocard. There are also child-rate season tickets

• Under-18s in full-time education and living in London get free travel on buses and trams with a 16+ Oyster photocard. Otherwise, a 16+ Oyster photocard enables 16 and 17-year-olds to travel at half the adult rate. Holders can also buy child-rate season tickets

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• Students aged 18 and over who • Upgrades to the Tube, which is • Further enhancements on the • Work on the new signalling upgrade attend a TfL-registered London now carrying a record 1.1 billion Metropolitan, Circle and for the Northern line, which will school, college or university can get passengers a year Hammersmith & City lines to provide 20 per cent more capacity a third off standard adult rates on increase reliability and capacity 7 Day, monthly and longer period • Delivery of Crossrail • The upgrade of the A406 at season tickets with on 18+ Student • The DLR three-carriage upgrade, Bounds Green to predominately Oyster photocard • Maintenance of London’s frequent, creating 50 per cent more capacity two-lane dual carriageway to reduce reliable and accessible bus network, across the network, and the DLR delays and improve pedestrian and • People receiving employment which is now carrying 2.3 billion Stratford International extension with cyclist facilities benefits may be eligible for passengers a year – more than at any four new stations discounted bus and tram travel and other time since 1960 • Continued progress on new Crossrail reduced-rate season tickets through • The extension of the East London line stations at Paddington, Bond Street, the Bus & Tram Discount and Job • Further extensive improvements to Highbury & Islington Tottenham Court Road, Farringdon, Centre Plus schemes on the DLR and London Liverpool Street and Whitechapel, Overground, which are also • New, fully accessible lifts and the and the first of up to 3,500 people • The 60+ Oyster photocard, Freedom experiencing record ridership upgrade of Green Park Tube station to being trained at the Tunnelling and Pass and Veterans Oyster photocard make it step-free Underground Construction Academy allow holders free travel on buses, So far, improvements have included: in east London the Tube, trams, the DLR, London • Introduction of the New Bus • The Jubilee line upgrade, Overground and some National Rail for London delivering faster, more frequent services in the Greater London area and reliable journeys • Continued expansion, and How TfL invests its money improvement in the quality, of the • The Victoria line upgrade, further Fares revenue is a significant factor in bus network increasing capacity, cutting journey the amount of money TfL can invest times and providing a full fleet of • The extension of Barclays Cycle Hire to ensure its services meet growing new trains eastwards, almost doubling the size passenger demand. Investment in of the scheme London’s transport network totals • Air-conditioned trains on the £12bn and the current investment Metropolitan, Circle and • Work on the London Overground programme includes: Hammersmith & City lines network to deliver the Capital’s first orbital railway and linking 20 of the 33 boroughs

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Safety and security LTCSP is the strategic partnership group TfL recognises that feeling safe on with a regional focus to deliver this. and around the transport network is important for all groups in London. The strategy sets out plans to ensure an How people feel can influence the way appropriate level of policing at priority they travel, the routes they take, when places. Alongside this CCTV, lighting, they travel and the mode of transport signage and the presence of trained they choose. staff will provide further reassurance TfL Youth Travel Ambassadors that the transport network is safe and The network is very safe and the risk of well managed. crime is extremely low. However, TfL The LTCSP also aims to tackle fear and the Mayor are committed to making communicates with youth stakeholder • Manage its reputation with youth it even safer and are working with by listening and responding to local concerns about crime and antisocial groups by liaising with members, stakeholders and secure advocates communities, alongside partners such attending meetings and sharing its for campaigns as the MPS, British Transport Police behaviour on the transport system. BTP Neighbourhood Policing Teams monthly e-newsletter. (BTP), City of London Police (CoLP), GLA Youth Travel Ambassadors and MPS Safer Transport Teams and other local authorities, to ensure In 2009, the TfL Youth Panel was The Youth Travel Ambassador (YTA) develop local priorities then provide this happens. established to initiate regular dialogue scheme was piloted in 2011/12 to communities with feedback on with young Londoners. TfL wants promote active, safer and more progress. More information How TfL uses data to inform its plans to help young people have their say responsible travel for 11 to 16-year- about their work is available at Stakeholder feedback and be heard on subjects concerning olds. Five schools from three boroughs tfl.gov.uk/safetyandsecurity. BAME groups are more concerned when the Capital’s transport services, and took part and each one successfully travelling at night. What plans are in place Feeling safe on the transport network believes they have an important completed a pupil-led project that to understand the data at a more detailed contribution to make. focused on travel and transport issues, level? How will the data be used? Stakeholder feedback What makes people, particularly young road safety and the role of young Therefore, TfL will: people in their communities. What TfL is doing people and women, feel safe travelling The Right Direction, the Mayor’s three- on the transport network? • Engage with youth stakeholders, The scheme is designed to give young year strategy to improve transport safety and the young people they work with, What TfL is doing people skills and experience that, in and security, includes an objective to to enable them to inform, influence the long term, will help them in their TfL works with young people to share ‘increase confidence in the safety and and communicate TfL’s priorities and employment choices. It also aims to security of travelling in London’. The and develop its programmes. It regularly key messages

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raise the profile of TfL and careers As part of the initiative, police officers Along with its policing partners, TfL will TfL and its policing partners are running in the transport industry. Between from across the Capital work to combat continue to take a ‘no tolerance’ attitude a number of youth-related projects to November 2012 and June 2013, the illegal minicabs. Since the campaign to those who commit hate crime against support The Right Direction. Objectives project will be piloted in a further six launched in 2003, the proportion its staff and passengers. are to: schools with a plan to launch across of women using illegal cabs and the London in October 2013. number of cab-related sexual offences Antisocial behaviour on transport • Assess and reduce the levels of has fallen significantly. There is a perception that young people victimisation experienced by young Safety and Citizenship Programme are the main perpetrators of crime and people on transport in London This is funded by TfL and delivered by Hate crime antisocial behaviour, especially on their London Transport Museum to help 10 For some, particularly disabled and LGB journey home from school. This view has • Promote secure and responsible travel and 11-year-olds travel independently to and transgender groups, hate crime is a been raised, in particular, by older and among young people secondary schools. After this age (11 to particular concern, as are the difficulties disabled people who use the transport 19), the programme encourages young experienced when reporting it. network, especially London’s buses. • Encourage internal partnerships within people to act safely and responsibly on TfL and externally with the MPS, BTP and around public transport. During the The Mayor and TfL recognise that Fortunately crime on the transport and CoLP to deliver joint community 2011/12 academic year, the team worked people need to feel safe as they travel network has been falling consistently and personal safety youth projects with more than 85,600 Year 6 children at around London and should know they for the past eight years. However, there The TfL-funded MPS Safer Transport 94 per cent of London primary schools. will not be subjected to harassment, is a disproportionate number of young Teams have also worked successfully It carried out 305 sessions at secondary abuse or personal attack owing to their people offending and young people are with teachers and pupils to address schools, working with more than 27,000 race, gender, disability, faith, age or themselves disproportionately affected issues in local areas. young people in conjunction with the sexual orientation. as victims of crime, in particular, MPS and BTP. violence, robbery and sexual offences. Although hate crime attacks are rare, Safer Travel at Night they can be particularly disturbing TfL’s Safer Travel at Night initiative for the individual and can deter them highlights the dangers of picking up from using public transport. This can unbooked minicabs and also provides then lead to feelings of isolation and the public with advice on the best ways prevents victims from enjoying all that to get home safely. The initiative, which London has to offer. uses the strapline ‘If your minicab’s not booked, it’s just a stranger’s car’, is Recognising that hate crime can be reinforced every year to coincide with under-reported, TfL is seeking to Freshers’ Week activities. improve methods of reporting incidents.

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RfO Award 2012 Procurement contracts accessible to small and relevant major contracts, bidders are Race for Opportunity Every year, TfL spends approximately £6.7bn buying diverse businesses. required to create apprenticeship posts (RfO) is a Business goods, works and services from businesses and using the ratio of one per £3m spend The portal has been embraced in the Community other organisations. It is important that everyone can for a construction contract and one per across the organisation and is now programme that benefit from the opportunity to do business with TfL, £1m for service contracts, based on routinely used, with more than 200 TfL improves employment so it works hard to make sure all businesses owned anticipated value. contracts advertised on the system. opportunities for or operated by diverse suppliers are given equal TfL and Crossrail have also included The SST successfully brokers activity people from ethnic opportunity to tender for work. subcontracted opportunities which linking demand (job opportunities) minority groups. Each has led to almost 1,500 contracted with supply (people) through a large year it holds an awards TfL has developed a comprehensive and award-winning and subcontracted opportunities number of partnerships. Thanks to ceremony to recognise approach to equality and inclusion in procurement and being made available on CompeteFor successes on more than 30 high exceptional progress by has implemented it on a number of key projects. It since January 2009. TfL also requires profile projects and contracts, for organisations working requires potential suppliers to demonstrate how they will its suppliers to advertise their sub- instance the Barclays Cycle Hire towards race equality work with TfL to help achieve its equality objectives in contracts on the system. scheme, the SLNT approach to skills and inclusion in relation to employment, service delivery and encouraging and employment is now regarded the workplace. contractors to diversify their own supplier base. Generating skills and employment as business as usual and TfL has In October 2012, Supplier diversity and engaging with SMEs opportunities through TfL’s supply chain exceeded the Mayoral target of 2,550 TfL’s GLA-funded Stakeholder feedback Strategic Labour Needs and apprentices, creating 2,600 positions Supplier Skills Team Some groups, for example disabled and BAME-led Training (SLNT) across TfL and its supply chain. (SST) received the RfO businesses, have said they would like the opportunity Through its SLNT programme, TfL has Youth Partnership to do business with TfL. made significant progress in generating With the support of the SST there Award for its work skills and employment opportunities is now a range of activities under with suppliers to What TfL is doing through its supply chain. To ensure the way with suppliers that are encourage employment Supplier diversity and engagement with SMEs has been programme achieved significant results, generating employment, skills and and apprenticeship a key focus and TfL has encouraged and supported the Mayor set an ambitious target of training opportunities for Londoners. opportunities for young SMEs, within the current economic downturn, by employing 2,550 apprentices within These include: BAME Londoners. endeavouring to pay invoices within 10 days (currently, TfL and its supply chain between 2009 • Routes into Work, which is a project Working through the around 90 per cent are paid within this time). and 2012. SST, TfL suppliers can developed by TfL and London access and attract CompeteFor The SLNT programme has adopted a Transport Museum to support those new talent for the TfL uses CompeteFor, a free web-based portal two-pronged approach to meet this not in employment, education or engineering industry. that matches buyers with suppliers and makes target – contractual requirements training (NEETs) with their future career and direct support from TfL’s SST. For aspirations and training needs. It is

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specifically tailored towards job opportunities for young NEETs. This Customer experience Complaints opportunities in engineering, work included a recruitment drive to TfL is committed to improving the Stakeholder feedback transportation and construction. attract young ex-offenders, 18 of experience of all groups that use It is often too difficult to make a Young people benefit from an whom went on to obtain their LUCAS the transport network and recognises complaint and it is hard to know interactive learning environment at the card which allows track access, and a the importance that customer which telephone number to use. Museum, where they can improve their further eight started apprenticeships feedback, research, consultation and The telephone call has a cost skills before meeting TfL suppliers to complaints has in helping to shape implication, especially for those discuss possible vacancies. More than • Ensuring suppliers award the London and improve services. groups that only have access to 100 young people have completed the Living Wage. The purchase of Tube mobile phones. Routes into Work pre-apprenticeship Lines created an additional This approach has already programme with 50 gaining opportunity and the number of people contributed to improved bus driver What TfL is doing apprenticeship opportunities with now receiving the London Living Wage training, complaints procedures and TfL is reviewing its Customer Services TfL suppliers from TfL contracts exceeds 2,500 enhancements to the TfL website. operation to make it easier for people • Working closely with public sector • The Civil Engineering Technician partners, funding providers, the Consortium, a group of 23 employers Probation Trust and community aligned to professional institutions, organisations to ensure that people which aims to address the engineering with additional barriers to employment, skills shortage. It has recruited more for instance ex-offenders and the long- than 60 young people into this sector term unemployed, can benefit from job since 2010 opportunities within the TfL supply chain. Since 2010, more than 2,000 • A unique recruitment pilot for 2013 unemployed Londoners, including that focuses on increasing BAME 83 ex-offenders, have accessed representation within this sector. sustainable employment There will be a range of initiatives for schools and young NEETS that will • A youth engagement programme, provide tailored support and pre- which is run by Vital Rail, a TfL apprenticeship training to increase supplier providing track maintenance interest in, and access to, vacancies services to London Underground. for BAME young people. This pilot Over the past 12 months it has will be delivered in partnership with The customer service improvement cycle created more than 80 apprenticeship the Construction Youth Trust

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to give feedback and enable customer drivers are given comprehensive training Bringing together stakeholders opinion to influence service changes. and, uniquely in London, are required to and bus operators It is also ensuring customers receive achieve a vocational BTEC qualification. In June 2012, stakeholders were responses that are of a consistently This training spans 45 hours and covers invited to the ‘Thinking outside the high standard. topics such as operating the service; bus’ event, which was organised health, safety and security; customer to discuss bus travel for older and This project includes making sure that and colleague relations; and disability disabled passengers. Participants contact centre staff are well briefed and diversity awareness. included key stakeholders such as and trained on all issues they deal with, Transport for All, Age UK, London whether it is over the telephone or in In addition, TfL checks driver TravelWatch, members of older and writing. TfL is also looking extremely performance through independent disabled passenger groups, senior TfL closely at what customers are saying to driver quality monitoring plus mystery staff and representatives from the help identify trends and specific issues traveller and accessibility mystery 14 bus operator companies that are that need to be addressed, and will traveller surveys. contracted to run services in develop a means of reporting on this. the Capital. ‘My team engage with passenger Only a small minority of bus drivers user groups and bus drivers, in In addition, following work with demonstrate poor behaviour and TfL A recurring theme was the importance London TravelWatch, TfL published an encourages customer feedback so they of face-to-face engagement between effect building bridges between annual complaints report for 2011/12 can be identified. The bus companies the two. Through award-winning older and disabled passengers and on its website (tfl.gov.uk). From that operate routes on behalf of TfL can London’s 24,000 bus drivers. So far, equalities training, stakeholder September 2012, complaints data is then take appropriate action, ranging at 12 garages run by five different engagement activity such as our being published on a quarterly basis from advice and guidance to re-training operators, passenger groups have been ‘Thinking outside the bus’ event to demonstrate TfL’s commitment to and, in extreme cases, dismissal. put in touch with the bus companies and tools like the Big Red Book, we openness and transparency. and this has led to a greater sense of work with London’s bus operators Guidance for bus drivers mutual understanding. Experience on buses and helpfulness The Big Red Book is an award- to ensure staff understand how of drivers winning handbook for bus drivers Use of the wheelchair priority space vital the bus service is for the Stakeholder feedback that is produced by TfL to improve on buses communities they serve, and Some bus driver behaviour is considered consistency across the service. The Stakeholder feedback how to meet the full range of poor, particularly when dealing with third edition was published in August Passenger feedback and TfL’s own customers’ access needs.’ disabled, deaf and older people. 2012 and includes more comprehensive surveys indicate an ongoing issue with Simon Wallis, Operator guidance to ensure drivers serve the the use of this designated space. While Staff Development Manager, What TfL is doing needs of older and disabled passengers. priority should be given to wheelchair Surface Transport, TfL Bus driver training is fundamental to See p 47 for more information. ensuring an accessible network. All new

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users, the space is frequently occupied Congestion and reliability Cross St. Pancras and Covent Garden gaps in the service. As a result of this by people with buggies and standing Stakeholder feedback are already finished and work is now investment, London’s bus network is passengers. This can cause particular Overcrowding, unreliable services and underway at Victoria, Bond Street and more reliable than at any time since tensions between passengers and slow journey times are often cited Tottenham Court Road. records began. bus drivers. as barriers to using public transport, particularly among BAME groups and Other recent improvements include: Occasionally disruption can be What TfL is doing younger people. unavoidable, for instance due to Extensive research has been carried • The first of the new S7 air- roadworks. In these situations, TfL out to look at the conflict and What TfL is doing conditioned, fully walk-through trains works with the bus operators to understand different passengers’ points The Tube is the oldest underground entering service on the Hammersmith ensure drivers tell passengers if, for of view. This has involved talking to system in the world and in 2013 will & City line example, the bus needs to be diverted. disabled people, passengers with buggies This allows passengers to make celebrate its 150th anniversary. Over • A new station entrance, concourse, and drivers. Each group shared their informed choices based on up-to- the past decade it has experienced ticket hall and two new staircases anxieties and the practical challenges of the-minute information. unprecedented growth in demand at Paddington (Hammersmith & City travelling on the transport network, then and, on Thursday 8 August 2012, line) station worked together to explore solutions. saw a record 4.52 million journeys in one day. However, much of the • The initial roll-out of Wi-Fi, The common themes from the research infrastructure necessary to meet this delivered by Virgin Media, at 72 showed everyone wanted: demand is very old, with some of it stations ahead of the 2012 Games dating back to the 1860s. • Clarity about the guidelines and the • Five new lifts at Farringdon, use of the priority space Tube upgrade plan which became the 66th step-free Only through the upgrade of each • A consistent experience Tube station line, and improvements to stations • To be able to travel without the worry and other infrastructure, can TfL The bus network of conflict ensure the Tube is fit for the future. TfL and the bus operators use GPS The upgrade programme will increase vehicle location technology (iBus) These findings will help shape capacity across the network, through a to constantly monitor the reliability developments including better signage, combination of new signalling – which of the service. Data provided by the improvements to bus driver training will help run more services more often system enables the bus companies and support, clearer guidelines and – and longer trains. to make service adjustments, if enhanced audio announcements. A required, to ensure regular intervals new customer marketing campaign was TfL is also rebuilding its busiest and between buses. This helps to both launched in November 2012. most congested stations. King’s prevent overcrowding and avoid long

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Engaging with stakeholders continue working with local forums in independence, no members are They would be funded and run by TfL is committed to engaging with each borough to ensure that people’s employed by TfL or the GLA. As well TfL and the aim is to have the first stakeholders on all its services. It opinions are heard. as working together as an advisory pilot forum set up by the end of believes that customer and staff group, each IDAG member has a March 2013. satisfaction surveys, focus groups, TfL welcomes the opportunity particular responsibility for a specific online questionnaires and other to build on the established links aspect of TfL. TfL’s Youth Panel feedback mechanisms are critical to already in place with boroughs and TfL liaises with a large number providing services that people want. other stakeholders, and plans to Sub-regional mobility forums of voluntary and community hold an annual information sharing In March 2012, TfL published organisations to communicate and Stakeholder feedback event to discuss important topics. ‘Taking forward the Mayor’s develop programmes for London’s TfL should continue to develop TfL liaises with a number of groups Transport Strategy (MTS) Accessibility under-25s, such as the teen road relationships with the boroughs on and organisations and needs to Implementation Plan’ which sets out safety campaign and Zip Oyster equality issues and share more data develop some of these links further how TfL will implement accessibility photocard initiative. TfL’s Youth Panel and best practice on specific transport- to fully engage with London’s improvements to achieve the Mayor’s is a group of 20 young people aged related subjects. diverse communities. overall vision for the Capital. It is 13 to 25 that meets regularly and has available at tfl.gov.uk/mts. a voice within the TfL policy-making What TfL is doing Here are some of the organisations and process. TfL supports panel members groups TfL currently works with: One issue that emerged was TfL will continue its strong tradition so that they can share information the creation of sub-regional of engagement, building links with about TfL’s campaigns with their peers IDAG mobility forums to enhance communities across the Capital. through presentations, workshops, TfL established IDAG (Independent discussions between TfL, borough Through consultation, it will ensure meetings, events and at schools. Disability Advisory Group) in 2007 to representatives and members of that Londoners have a say in the involve disabled people in the way it disability organisations. Other activities include an annual development of transport schemes, shapes and develops strategy to make pan-London Youth Participation Day, and through regular engagement will London’s transport services more The intention is not to replace local when young Londoners can put their increase its understanding of the needs accessible. The group is an important borough mobility forums but to questions to TfL experts and volunteer of different passengers so this can part of TfL’s long-term commitment to improve engagement with disabled fresh ideas through interactive influence service improvements. achieving equality for disabled people. Londoners to plan and prioritise access workshops. TfL staff and Youth Panel improvements more effectively. In addition, TfL will encourage direct members work with them to develop IDAG is made up of seven people solutions to issues. In the past, these engagement between transport who are appointed for their expertise The proposal is to establish a staff and disabled and older people, events have covered topics including and knowledge of both the transport forum in each of the five sub-regions the MTS, safety and security and the through open days and events at sector and disability issues. To ensure (north, south, east, west and central). bus garages and stations. It will also

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role of public transport during the younger and older passengers; women 2012 Games. and communities from different faith and race backgrounds. It supports This work strengthens TfL’s programmes a number of important events for young people while helping them to including London Pride, Brighton Pride, develop their confidence and skills. International Women’s Day, LGBT History Month and National Personal Safer Transport Teams Safety Day, in conjunction with the It is vital that all members of the Suzy Lamplugh Trust. community feel safe and secure on London’s transport network. Safe Travel For All (STFA) was set up in 2011 by TfL and the MPS Safer Transport Command, which is funded by TfL. It originally focused on building ‘We want to empower young relationships between Safer Transport ‘As a result of the excellent people to have their say and be Teams and local disabled people who partnership between TfL and the heard on decisions about the felt vulnerable on the network. As a MPS, BTP and CoLP, crime on result, more than 90 per cent who were London transport network. As surveyed said they felt more confident public transport is at its lowest an organisation, TfL believes in contacting the police. level in eight years and it is that young people can make an continuing to fall. It is vital that important contribution to our Following this success, the STFA all members of the community decision-making processes.’ initiative has been developed to feel safe and secure while Helen Deakin, include other groups with concerns moving around the Capital on Strategic Communications about safety on public transport, for public transport.’ instance the lesbian, gay, bisexual Officer, Public Affairs, TfL and transgender (LGBT) community; Rikesh Shah, Communications Manager, Community Safety, Enforcement and Policing, TfL

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Improving access Buses are fitted with iBus, a next-stop The Big Red Book, the handbook issued Tube and rail to services audible and visual system that lets to bus drivers, is published by TfL and Nearly 40 per cent of all stops and passengers know which route they provides clear guidance on the level of stations across London’s rail-based Access to transport has improved are on and when they are approaching service expected from them. public transport network (including greatly in recent years, but for older and their stop. Real-time information on National Rail, the Tube, DLR and trams) disabled Londoners, some services are bus arrivals is available for all 19,000 It includes a comprehensive section are currently step-free, an increase still inaccessible. stops via the web, text message and on how to meet the needs of disabled from around 30 per cent in 2008. This a number of smartphone apps. This customers, which includes guidance includes 175 stations on the Stakeholder feedback on pulling in close to the kerb at bus Following extensive consultation and information is also displayed at 2,500 TfL network. bus stops with signs. stops, ‘kneeling’ the bus for passengers engagement during the preparation of who need help boarding, and allowing London Underground the MTS Accessibility Implementation More than 90 per cent of London older and disabled passengers time to TfL is working hard to improve Plan, disabled and older Londoners said residents live within 400 metres of a find a seat before driving off. It also accessibility on the Tube. The network their priorities were for TfL to: bus stop. The vast majority of these includes advice on providing assistance dates back nearly 150 years, to an era • Focus on the whole journey so it is can be used by all bus passengers, to passengers who need additional when accessibility was not considered in accessible from start to finish including wheelchair users. In addition information or support to use the bus. the design of stations. It can therefore TfL is reviewing stops to ensure they be very expensive and disruptive to • Improve journey time difference meet all accessibility criteria. Where The latest edition, published in deliver step-free schemes, with some lift between step-free and non stops do not meet these standards, August 2012, now contains updated projects costing more than £50m. step-free journeys for example owing to the height of guidance on access to buses for the kerb or unneccessary clutter, the mobility scooters, making it easier to Investment in step-free access • Enhance customer service across stopping areas are being redesigned. recognise which models are safe to schemes on the Tube is focused the network To date, 67 per cent of stops can be take onboard. at stations where it can deliver classified as ‘fully accessible’ – a figure the greatest benefit for the largest • Improve access to information which has doubled since 2008. Mobility card number of customers, and a total TfL launched its Mobility Aid of 66 stations have now been made What TfL is doing Driver training Recognition Scheme on 10 July 2012. step-free. This includes King’s Cross London’s buses London’s 24,000 bus drivers receive The scheme is aimed at bus passengers St. Pancras, Heathrow 1,2,3, London Increasing accessibility on the bus extensive training above and beyond who use wheelchairs, mobility Bridge, Wembley Park, Blackfriars, network has been a priority in recent that normally offered to other UK scooters or mobility aids and provides Farringdon, Green Park and Stratford. years. London led the world in drivers. This comes in the form of a them with a card they can present to introducing a wheelchair-accessible bespoke BTEC vocational qualification, drivers. It removes uncertainty over The Victoria line has a new fleet of 47 service and now, every day, all buses are which includes customer service and which mobility aids can be safely used trains with dedicated wheelchair spaces checked to ensure the ramp is working. disability awareness training. onboard buses. and wider doors. New trains have also

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London Rail information points, have been added All stations and trains on the DLR to stations as part of a network-wide network are accessible, which modernisation programme. includes level access from the platform to the train. All access to trams on the London Tramlink network is step-free so there The London Overground network is no need for ramps or other special Tactile strips help blind and visually-impaired passengers steer clear of the recently underwent a full upgrade, features. Additionally, all tram travel is platform edge which included platform extensions free for wheelchair users. and new trains. All of London Overground’s original rolling stock has To assist blind passengers and visually- been replaced with a fully accessible impaired people, each stop has a tactile fleet of modern trains. They are ‘roll strip along its entire length, a safe through’ or ‘walk through’, acting as one distance from the platform edge. long compartment from end to end, been introduced on the Metropolitan TfL has pioneered the development meaning a more spacious and pleasant Taxis line and are being unveiled on the of raised platform sections or humps, environment for everyone. All of London’s 22,000 black cabs are District, Circle and Hammersmith & which improve access between platform completely wheelchair accessible. Many City lines (together comprising 40 per and train. Since 2005, more than 90 have Of the 83 stations served by London taxis also have coloured grab handles cent of the network). They feature wide been installed at 35 stations and there Overground, 38 are step-free from and sight patches on seats, a swivel doors, dedicated wheelchair spaces, a are plans to increase the number further. street to platform. Newly built stations seat, an intermediate step to reduce the low-floor design for improved access such as Imperial Wharf, Shepherd’s gap between the kerb and the cab, plus Manual boarding ramps, which enable between the train and platform, and Bush, Shoreditch High Street, Hoxton, an intercom and induction loop. wheelchair users to board trains more multi-purpose spaces throughout. They Haggerston and Dalston Junction are easily at stations that have a gap also have advanced audible and visual all step-free to the train, and lifts have Taxis and PHVs must carry all guide between the train and platform, were information, air conditioning, CCTV and also now been installed at Camden and assistance dogs when requested. introduced ahead of the Games at priority seating. Road, Gospel Oak, Hackney Central and If a vehicle is found to have a ramp 16 key Tube stations including Earl’s Wembley Central stations. or other important equipment that is More than 250 wide-aisle gates Court, King’s Cross St. Pancras, Oxford not working or missing, the licence have been installed at Underground Circus, Southfields, Stratford, West As well as step-free access, features will be suspended until the defect has stations to provide easier access Ham, Westminster and Wimbledon. It such as induction loops for people been fixed. for wheelchair users, assistance dog is now hoped that these will become a with hearing aids, tactile paving for owners, people with buggies and permanent feature on the network. visually impaired passengers and Londoners with serious mobility passengers with luggage. additional, more visible help and impairments who find it difficult to use

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public transport may also be eligible Greenwich – and all have step-free man going out and the red man manual boarding ramps and raised for the subsidised Taxicard scheme, access. Most riverboats are accessible appearing. Independent research platform sections. which TfL funds alongside participating and most new riverboats have commissioned by TfL has shown that London boroughs. Taxicard holders make dedicated spaces for wheelchair users. 94 per cent of mobility-impaired users In addition, lifts and other accessibility journeys in licensed taxis and PHVs and like the system. features are clearly signposted to help the subsidy applies directly to each Pedestrian facilities guide passengers around the network. trip. Taxicard can be used any time, A large number of public realm Customer information 24-hours-a day, every day of the year. improvements have taken place across Regardless of how good the transport All of TfL’s accessible transport the capital over the past few years to network is, it is essential that TfL information is online at Dial-a-Ride improve the accessibility of London’s provides passengers with the right tfl.gov.uk/mobility. Also available This is TfL’s free door-to-door service streets. Schemes have been delivered information so that they can be is a full version of ‘Your accessible for disabled and older passengers. It in Brixton, Gants Hill and Bounds confident when using it. transport network’, a document helps those who are unable to use Green and improved crossing facilities outlining the Mayor’s commitment the public transport network to go have been introduced at the Elephant TfL offers a wide range of online to making travelling around London shopping, visit friends and family and & Castle southern roundabout and on resources. These include a series of easier for everyone. enjoy recreational activities such as Henlys Corner. Ninety-four per cent short ‘how to’ films to help disabled the theatre. Dial-a-Ride made a record of London’s signalised pedestrian people who are unfamiliar with 1.4 million trips in 2011/12, the most crossings have either audible signals London’s public transport system use recorded in the service’s 30-year history. or tactile rotating cones, with work TfL’s ticketing and journey planning underway to upgrade the remaining systems, buses, the Tube, DLR and taxis Travel mentoring sites where possible. and river services. TfL’s travel mentoring service provides around 9,000 accompanied journeys Earlier this year TfL began to roll It also offers a range of step-free maps a year. The aim is to help increase the out Pedestrian Countdown systems and useful guides on topics such as confidence of disabled people so they across London. The technology getting around London, avoiding stairs, can use public transport independently. reduces confusion and uncertainty and assisted transport services. for pedestrians by displaying how River services long they have left to safely cross The recently upgraded Journey Planner TfL owns and operates eight piers the road after the green man symbol tool provides route information and along the Thames – Millbank, goes out. The digital displays count includes details of whether stations Westminster, Embankment, Blackfriars, down the time between the green are step-free from street to platform Bankside, Tower, Festival and or street to train, and information on

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TfL’s workforce Thirty-four per cent declared their has given the organisation a clear (HR) department to identify any areas London is the most diverse city in the faith while 34.7 per cent disclosed understanding of what is working well where specific equality groups are world and continues to attract new their sexual orientation. There were and what could be improved. Key positively or adversely affected. groups of people in every successive 19 transgender members of staff. issues highlighted during this process generation. This constant change in the are set out in this section. TfL also runs schemes for graduates and Capital’s profile is both an opportunity Involving employees – a summary of apprentices. These provide experience and a challenge, and TfL recognises the consultation process Recruitment of working for the organisation while it must continually adapt, both as an TfL recognises that there is still work to Stakeholder feedback helping people to develop the skills employer and a service provider. do if it is to reflect London’s diversity Staff feel that the internal recruitment and capabilities they need to secure and has developed Staff Network process is inconsistent. They also permanent employment. To ensure a TfL wants to reflect London’s diverse Groups (SNGs) to gain a valuable insight believe that interview feedback is diverse representation of candidates, communities and aspires to be the first into the issues faced by its employees. extremely important but isn’t always TfL uses engagement tools including choice as an employer for all groups provided. BAME employees think dedicated microsites, university events of people. The jobs at TfL vary greatly, TfL’s SNGs give staff the chance to they still face additional barriers to and recruitment initiatives aimed at with frontline roles ranging from share ideas and support each other in progression and have cited the small specific equality groups, for instance Customer Service Assistants on the developing the equality agenda in all number of senior BAME staff as proof. the RARE Recruitment Agency that Underground, to Revenue Inspectors areas of employment. Set up in 2005, It is also felt that the lack of women helps to connect people from diverse on buses and Train Operators. TfL they are successfully raising the profile at senior level reinforces a male backgrounds with organisations. also employs a large number of of equality – both within and outside of dominated culture. office-based staff including lawyers, TfL. They aim to help improve working Staff development and engineers and designers. life, identify common workplace issues What TfL is doing career progression for the organisation to address, provide TfL has robust policies and processes Stakeholder feedback In 2011/12 TfL employed 22,452 a forum to share best practice and offer in place for recruitment and selection Most staff feel that TfL provides people. Of these, 22 per cent were information about opportunities for and is continually evaluating these good opportunities, but managers women and 29.1 per cent were from a personal development. TfL regularly to improve efficiency and reduce or departmental culture can lead to BAME group. A total of 551 employees consults with the various SNGs to inconsistency. Currently in development barriers. Some have suggested that told TfL they had a disability. understand the issues affecting staff is a workforce demand planning process secondments help career progression. and jointly consider solutions. that will help with long-term workforce Of 1,114 senior managers, 20.8 per cent planning, ensuring staff with the right What TfL is doing were women and 9.5 per cent were Additional engagement takes place skills are in the right roles at the right TfL wants its staff to benefit from from a BAME group. Twenty-eight through consultation events and time. All recruitment campaigns will be development opportunities so they were disabled. biennial staff surveys, and this monitored by TfL’s Human Resources achieve the highest standards and

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can fulfil their career potential. Over will be defined, so that a minimum TfL will continue to provide support such Performance management and reward the next year, the HR department will standard for training and development as targeted and concentrated coaching Stakeholder feedback work with the business to produce can be established. In addition, programmes, in partnership with external Staff believe their annual reviews a single set of behaviours that will leadership and specialist programmes organisations. These are aimed at specific should be meaningful and that be embedded in all areas of work to are being designed to improve career equality groups at middle management progression should be based on create a more inclusive environment. and succession planning, and increase level and are designed to boost the continuous good performance, not The role of managers in the business diversity in key and senior roles. confidence and career prospects of staff. just performance at interview.

‘Having completed my BSc in Marilise Francis, from the Women’s economics, I joined TfL’s two-year SNG, has designed a mentoring graduate scheme in 2008. It gave scheme for group members that me an opportunity to work in both includes development for both operational and strategic parts of the mentors and mentees through organisation, which helped me make workshops and regular SNG meetings, the all important decisions about and help with the matching process. where I wanted to work permanently.

The initial programme was launched ‘I secured a position with the Strategic in September 2012 and has been very Analysis Modelling team in TfL’s popular; it is hoped the group can Planning department and, within a build on this momentum with further relatively short space of time, had programmes over the next year. managed to progress to a Principal The SNG is also working with TfL’s Transport Modeller role. This highlights Equality & Inclusion team to look at the fact that as long as you have the how flexible working is implemented skills, dedication and ambition, you across the organisation and whether can progress quickly within TfL. are the people that I work with. TfL it can be improved. mental health. TfL has signed a pledge has a real culture of inclusiveness and confirming its commitment to raising ‘Over the last four years I have collaboration, which is shared by all The Disability SNG worked with awareness of mental health issues, experienced so much and gained many my colleagues.’ TfL’s Occupational Health team and improving employee mental health skills. I am always learning something mental health charities Mind and by reducing work-related stress and new and developing further as a Aliasgar Inayathusein, Rethink to highlight the issue of addressing discrimination. professional, but even more important Principal Transport Modeller, TfL

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What TfL is doing objectives. The annual review is a aspirations and how they might In 2009 the pay differential between TfL’s performance and development two-way discussion between the line be achieved. disabled and non-disabled employees process provides an opportunity for manager and employee and is also was six per cent. Information available managers to acknowledge good overall used to agree priorities for the coming This process is being reviewed and for analysis was considerably more performance and behaviours, discuss year, consider jointly whether any TfL will address inconsistency by comprehensive than was available for an employee’s impact on their team development is needed to improve looking at the tools and support the 2007 audit, so no comparisons and the organisation, and assess performance and/or job satisfaction, needed by managers to develop and were possible. However, a more achievements against the individual’s and look at the employee’s career manage their staff. Additionally, equality detailed analysis will be undertaken data and issues around performance in a new audit, which is due to be will be monitored, to ensure that completed by early 2013. The findings inconsistencies are challenged. Tish Solanki, a Senior Resource Analyst will be analysed and TfL will engage with stakeholders to further develop in TfL’s IM Performance department, The existing process for rewarding took part in a nine-month peer-to- a consistent approach to staff reward, performance is also being reviewed to specifically targeting any areas where peer coaching programme, which improve consistency. matches participants with someone at there is concern over the pay gap. a similar level in another organisation. Equal pay Policies and work/life balance This provides both parties with an To ensure visible and more rapid TfL recognises that, when staff can alternative perspective on how they progress towards salary equality, TfL easily manage work and other areas of work. The scheme is managed by an undertakes an equal pay audit every their lives, there are clear benefits for external organisation working closely two years. This compares the pay of both the individual and the business. with TfL. staff doing the same work and looks at gender, ethnicity, disability, sexual Tish said: ‘The person I was matched Stakeholder feedback orientation, age and whether employees Staff think that TfL has appropriate with from the Ministry of Justice was are full or part-time. It also considers policies in place and is trying to going through a similar organisational performance-related pay and rewards encourage equality and inclusion. restructure to TfL so we were able for senior managers. The last audit However, there are concerns about to share experiences to make the in 2009 showed that the gender pay tasks to increase their experience how effectively and consistently they coaching relationship more real differential had continued to drop but so they would be considered are implemented. and practical’. remained greater than the external for development and promotion benchmark published by the Office of opportunities. Tish was appointed as As the relationship developed, Tish National Statistics. and his coaching partner both gained a Senior Resource Analyst following the confidence to take on additional the programme.

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What TfL is doing team will provide briefings across the on employee management issues highlighted the need for more detailed An HR working group has been set up business on a bi-monthly basis, along by its People Management Advice analysis of grievance, harassment and to take a fresh look at how policies with regular updates for HR staff. In (PMA) specialists. disciplinary data. are promoted, particularly to new line addition, TfL will ensure consistent, managers. The Employee Relations expert guidance is offered across TfL All relevant policies will be included in What TfL is doing the line managers’ handbook and on A new data management system will the staff intranet site. In addition, an capture all information on grievances, HR equality and inclusion best practice harassment and disciplinary procedures group has been set up to ensure that and this will inform TfL’s plans to Marilyn Adotey is a Support Manager equality is considered in all HR activity. address any issues. Regular reviews of in the Project Management team case data will provide trend analysis within TfL’s Roads directorate and Transgender guidelines so that support and training can be has been with the organisation for TfL provides comprehensive developed for specific individuals 19 years. She has always worked on guidelines on transgender issues or business units. An issues register a flexible basis with formal agreement that are available to all managers and will also be compiled so that TfL from her managers and, for the employees. They provide information can understand the subjects that past seven years, has worked a four- on legislation, commonly-used terms most affect employees and compare day week. and guidance for anyone wanting to information across the business to embark on gender reassignment while ensure consistency. There will also be In 2011, owing to caring working at TfL. These have recently responsibilities, health issues and a more detailed analysis of how long been updated and will be promoted different cases take to resolve, and the desire for a better work/life balance, across the organisation. Marilyn asked to work three days per kind of obstacles that may need to be overcome before this can happen. week. Following conversations with Grievance, harassment and her line manager, she is now working disciplinary data Additionally, TfL has introduced a three-and-a-half days, compacted Stakeholder feedback Cutting down to three days has mediation process with guidelines into three days at work, which suits Comments suggest that progress reminded people that she is part-time available for employees and managers. her very well. has definitely been made to improve and her workload reflects this. Marilyn It is impartial and involves a third party the culture across the organisation, She found that, when working feels that this new arrangement will who helps to address the issue and but poor management in some areas four days per week, there was an mean less stress for herself and her resolve it at the earliest possible stage. needs to be addressed. The number expectation that she could manage family, and hopes that more managers of grievances involving BAME staff, as Reasonable adjustments a full week’s work and often found and staff will recognise the benefits of well as the perception of higher levels herself working evenings or weekends. flexible working. Stakeholder feedback of harassment than is being reported, Disabled staff have said that the

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implementation of reasonable their role) is inconsistent within TfL and What TfL is doing Sector Skills Council adjustments (an alteration made by this is an area of concern. The number TfL recognises that, for the reasonable The Government-funded Women the employer that enables a disabled of disabled staff is still too low. adjustment process to work, it must 1st programme offers mentoring and person to enter employment and fulfil be used, understood and monitored personalised training for women with to determine its effectiveness. An the potential to move to more senior organisation-wide approach has been roles. A pilot programme involving 15 Peter Wright is a wheelchair user developed and is currently being women was run by TfL in early 2012 and has been at TfL for 30 years. He reviewed. This provides managers with and an evaluation of their experiences, currently works in the Equality team clear guidance and support on how and the results, will help to determine within Planning. to carry out assessments and when if the programme should be rolled out to involve relevant external agencies. further in 2013. Peter was involved in a project to To ensure consistency, workshops give mobility impaired employees are available to help managers better STEM Ambassadors Programme the opportunity to work on the understand their responsibilities The TfL STEM (science, technology, frontline at a Tube station. He regarding reasonable adjustments in engineering and maths) Ambassador decided to take part to show that the workplace. Programme aims to inspire future wheelchair users and other mobility generations of engineers and increase impaired employees can work in Other initiatives the accessibility of STEM subjects operational environments. Steps into Work to all young people. Scheme TfL’s Steps into Work programme ambassadors carry out a range of He said: ‘Working at Westminster is run in partnership with Remploy activities with schools throughout station was strange as it was the first and Barnet & Southgate College, and the Capital and participate in the time for a while that I had been in offers learning-disabled students Inspire events at London Transport a frontline role. After a very short me. But when the regular staff moved the chance to undertake unpaid Museum, where students work in time it was like I had never stopped. away, the questions and enquiries soon work experience placements in three teams to solve practical engineering The customers still seemed to be in came flying in. I was asked for travel different TfL roles. Support is offered problems, supported by practising the same rush and asked the same and ticket advice, information on how to managers and teams ahead of the engineers from a range of sectors. questions and travel directions. It was well the Tube was running, and was placements and students receive The sessions also develop important just the faces and the fashions that dealing with problems when the ticket help from Remploy job coaches, transferable skills such as had changed! gates wouldn’t open. Barnet & Southgate College tutors and teamworking and communication. ‘At first the Westminster staff stood ‘It was great to be part of this and TfL colleagues who act as buddies next to me and we found that people prove that wheelchair users can carry throughout the placements. would ask them the question and not out an operational role.’

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‘One of the key behaviours we Classroom to Boardroom events Fair access to work placements Working with the Mayoral Academies, TfL is committed to ensuring that constantly strive for across TfL is these events also encourage children under-represented groups have fair collaboration and the Steps into and young people, especially girls and access to work experience. It is building Work programme is an excellent BAME students, to consider STEM on a pilot programme launched in example of how everyone has subjects. The events involve Academy 2011, which provided structured come together to make it a pupils aged 16 and 17 completing work placements for Year 9 and 10 success. Our managers and a challenge set by TfL staff and students, with a view to influencing buddies’ perceptions have been presenting their findings to a panel of their future career choices. The pilot challenged and we have learnt a representatives from both TfL and the programme provided 20 placements GLA. The events provide an important for students from diverse backgrounds lot about what can be achieved.’ opportunity for young people to and was aimed primarily at those who Karen Wallbridge, develop their confidence and skills would not normally have access to Capability Development as they tackle work-related issues. work opportunities at established Schemes Manager, TfL Participation can also be valuable when organisations. The aim of the initiative applying for jobs and taking part in is to help young people from these One of the 2011/12 Steps into Work recruitment processes. groups overcome any barriers that students, Christopher McGeady, prevent them getting work experience. completed placements as a Customer deal while he was with us and put this University Technical College (UTC), Service Assistant at Shepherd’s Bush knowledge to use on a daily basis. Royal Borough of Greenwich Surface Transport Disability Tube station and also at the Lost TfL will co-sponsor the new Royal Placement Scheme Property Office in Baker Street. ‘The staff at Shepherd’s Bush enjoyed Greenwich UTC, which will educate This six-month paid placement scheme having Christopher at the station. 14 to 19-year-olds by providing GCSE was developed in 2007 and looks to Sophia Perry, Duty Station Manager I wish him all the best in his future and sixth-form education while helping place disabled people in roles at all on the Central line, said: ‘Christopher endeavours and sincerely hope he is them to develop the skills needed to levels of Surface Transport. The goal is was a pleasure to work with. During successful, any company will be lucky build careers in engineering, construction to challenge perceptions by focusing on his time at Shepherd’s Bush he to have him.’ and related industries. By working with what people can do, rather than what demonstrated his vast knowledge the UTC in an area with a high BAME they cannot do, while increasing the of London Underground and his Following Steps into Work, Christopher population, TfL aims to ensure all young talent pool that TfL currently recruits commitment to delivering excellent has joined the apprenticeship scheme people, especially girls and BAME from. Since it was launched, a number customer service. He learnt a great of a London railway company. students, can consider, and be supported of candidates have secured permanent in pursuing, a career in engineering. The roles within the organisation. admissions process also prioritises places for young people in care.

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Chapter 7 Next steps

Reviewing progress and monitoring actions Progress on the activities outlined in the SES action plan will be reported regularly to TfL’s Equality and Inclusion Leadership Group. Chaired by Michèle Dix, TfL’s Managing Director of Planning, it includes directors from across the organisation and Dr Alice Maynard, chair of IDAG.

TfL proposes to expand the representation of the round table group (see p10) to create a body that can fulfil an external monitoring role for activity outlined in the SES action plan.

The SES action plan report will be published each December and will provide progress updates on the three-year objectives and any new activity which has been developed.

It will also include information gathered through customer satisfaction and mystery traveller surveys, plus feedback from stakeholders. It will contain TfL’s response to any recommendations made.

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Chapter 8 SES action plan

The action plan is the most important part of the SES Issue Activity TfL lead Timescale as it sets out what TfL will do as its statutory equality Transport planning objectives to improve services for people across all Poor air quality Low Emission Zone nitrogen Surface Transport, By end of 2015 equality groups. It also highlights how TfL will achieve dioxide requirement (phase 5) Planning the goals of the general duty by eliminating unlawful More than 1,000 hybrid buses Surface Transport, By end of 2016 discrimination, advancing equality of opportunity and in service (including 600 New Planning fostering good relations (see p8). Bus for London models) It has been developed following a review of feedback Complete Barclays Cycle Surface Transport, By end of 2015 Superhighway network Planning gathered during the consultation process and (12 routes) also includes activities that have been published Strategic review of the Transport Strategy Summer 2013 previously, for instance in the TfL Community Safety road network & Policy, Planning Plan, and proposals from the MTS Accessibility Implementation Plan.

The first progress report on the SES will be published in December 2013.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Cycling – What Community Cycling Fund for Surface Transport, Ongoing How to encourage STAR Accreditation Surface Transport, Ongoing will TfL do to London (CCFL) Planning groups of young The School Travel Planning increase promotion The CCFL provides grants to people to walk two Accreditation Scheme is of the health and a range of organisations and stops (where possible) an integrated programme environmental benefits establishments to encourage rather than take that guides and motivates of cycling across all more cycling within their the bus. schools to implement travel equality groups? communities. It also funds a activities. It outlines a set of programme of events aimed criteria and rewards schools at those who already cycle that demonstrate their or are thinking about cycling commitment to active and regularly. These are targeted safer travel at three levels – at colleges, universities, sustainable, higher standards workplaces, hospitals and outstanding. and schools. Safety and security RideLondon event Surface Transport, August 2013 There is an ongoing Activity involving CSEP Equality and March 2013 Planning perception that to promote positive Corporate The London Transport Community Safety March 2013 young people relationships between Sustainability Community Safety Enforcement and are perpetrators younger and older people on Partnership has set up Policing (CSEP) of crime and the transport network. CSEP Operation Cycleops to tackle antisocial behaviour. Continue to use the CSEP Ongoing cycle theft in London. The TfL Youth Panel and other aim is to increase cycling by This view has been local youth groups to assess addressing safety and security raised particularly by and respond to young fears. Activities include older and disabled people’s feelings of safety developing an assessment of people on the and security. victim type and looking at the transport network, and possibility of working with especially on buses. Hold events that focus on CSEP Ongoing minority groups. youth issues with the BTP and throughout Deliver security advice to CSEP March 2013 MPS policing teams and TfL 2012/13 people who may not normally Safety and Citizenship team. consider cycling (and in doing so reduce the perception that cycling is only for a particular community).

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale How to make people Safer Travel at Night CSEP Ongoing Launch an accessibility Surface Transport Spring 2013 across all groups, and Continue to run the training video for bus drivers particularly women successful campaign and developed in partnership with and young people, feel seek new ways to deliver the user groups for disabled and safer travelling on the message to a wider audience. older people. transport network. The Youth Travel Surface Transport, Ongoing Addressing the use of Launch a new Surface Transport November 2012 Ambassador Scheme Planning the priority wheelchair communications campaign This was initially piloted Pilots launched space on buses following feedback from in 2011/12 with the aim of November 2012 drivers, wheelchair users and promoting active, safer and to June 2013 passengers with buggies. more responsible travel for 11 to 16-year-olds. Projects Pan-London Engaging with stakeholders were intended to deliver October 2013 Youth Participation Day Event to showcase TfL Public Affairs November 2012 important messages relating youth participation work & Stakeholder (annual event) to travel and transport and raise awareness of Engagement issues, road safety and the youth-focused campaigns. role of young people in their TfL Youth Panel Meetings are held every two Ongoing communities. The scheme months. Members are aged adopted a pupil-led approach between 13 and 25. to help participants make a positive impact on their Sub-regional mobility Consultation Equality & Corporate November 2012 schools and local community. forum proposal and Sustainability The project will be piloted in pilot a further six schools with a plan to launch across London Setting up pilot March 2013 in October 2013. Completing pilot December 2013 Hate crime reporting Improve TfL online reporting CSEP, Customer March 2014 Developing borough Annual transport-themed Equality & Corporate November 2013 Experience and stakeholder event for borough Sustainability Customer experience relations representatives and stakeholders focused on Bus driver behaviour Work with operators on Surface Transport Ongoing sharing information and and training effective local engagement best practice. initiatives with older and disabled people, highlighting and sharing best practice.

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Improving access to services Issue Activity TfL lead Timescale Over the next four years, TfL will focus its efforts Improving access to services on a number of measures to continue to make it More accessible Conducting an end-to- Customer Experience Summer 2013 even easier for passengers to use the transport information end review of signage and network, and to increase the number of people wayfinding throughout the who feel confident travelling in London. There are Tube network to make it four basic principles to achieving this aim: easier for people to navigate through stations across the 1. To provide better and more personal whole system. TfL will also accessible transport information so people can review complex step-free make informed travel choices more easily interchanges such as Green Park and London Bridge to make it simpler for passengers 2. To deliver infrastructure improvements so needing these routes. passengers can use more of the network with Replacing the highly effective Customer Experience Summer 2013 greater ease accessibility signage that was introduced for the London 3. To provide increased levels of training so all 2012 Games with distinctive staff consistently offer excellent assistance to permanent signs which all passengers highlight step-free routes and accessible boarding points. 4. To further TfL’s engagement with disabled Reviewing all the information Customer Experience Summer 2013 people so it can understand and learn from produced about accessibility, people’s experiences and make the changes they including improving the want to see way that step-free advice is displayed on the standard Tube map, in consultation with disabled people. This will make it clearer which stations have level access throughout and which are step-free in the station but have a gap between the platform and the train.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Working with Network Rail Customer Experience Summer 2013 Making the step-free Tube Customer Experience Summer 2013 and the Association of Train guide available in smartphone Operating Companies to apps. For the first time TfL produce a step-free rail map will publish Tube accessibility for London, including the rail data electronically so that services TfL doesn’t operate. developers can incorporate This will give an overview of detailed information about step-free access across all rail access into their apps. This services in the Capital for the will include the information first time. contained in the step-free Redeveloping the transport Customer Experience Summer 2013 Tube guide, locations of level accessibility section of access areas on platforms tfl.gov.uk so that the and information about information it gives about toilet provision. services is simpler, clearer TfL will have completely Customer Experience By 2014 and more consistent across redeveloped tfl.gov.uk all types of transport. with clearer, easier-to-read Making available real-time Customer Experience Summer 2013 content, designed to work travel apps for smartphones across a range of different in accessible formats. TfL devices. The improvements will work with developers to will be seen next year, as produce apps that make real- single accounts will be time information for the bus introduced which require and Tube networks accessible, only one password to access particularly for people with all online services. TfL sight loss, and motor and will also introduce a new learning disabilities. online customer service and complaints system. With all online developments TfL will maintain high levels of accessibility, meeting and exceeding statutory standards.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale TfL will complete an upgrade Customer Experience By 2014 Investing around £250m to London Underground By 2018 of Journey Planner to provide step-free access at contain further information an additional six key London on the accessibility of the stations (Bond Street, network. This will include Finsbury Park, Greenford, providing accessible routes Tottenham Court Road, that plan in real-time around Vauxhall and Victoria). The service disruptions and works at Bond Street and the availability of lifts and Tottenham Court Road will escalators. When planning provide step-free access journeys, customers will to the heart of the West be able to specify their End and interchange with accessibility requirements in Crossrail, revolutionising relation to step-free access, accessible transport across escalator provision, walking central London. distances within stations Making four more stations London Underground Between 2014 and use of stairs. They will partially step-free (Paddington and 2021 also be able to save journey to the Hammersmith & City preferences, including line in 2014, Bank to the access requirements, for Waterloo & City line in 2015, future searches. and to the Northern line at Enhanced Tube and Rail Elephant & Castle and Bank infrastructure TfL will continue to deliver more and more step-free Tube stations, by 2021). reducing the difference in journey time between step-free and non- Looking for opportunities to London Underground Between step-free routes, and opening up new routes across the Capital. Over go beyond this programme 2015 and 2016 the next 10 years, TfL will provide step-free access at an extra 28 by encouraging step-free stations. The number of journeys made each year by step-free routes projects enabled by third will almost treble, from 67 million at present to 189 million in 2021. parties, beginning with the We will do this by: committed schemes at Bromley-by-Bow in 2015 and Tower Hill in 2016.

*Hammersmith & City line

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Developing a short-term London Underground Spring 2013 Introducing 53 new state-of- London Underground By end 2014 programme for step-free the-art, air-conditioned trains access by spring 2013. on the Hammersmith & City This will identify stations and Circle line. These will where relatively quick and have wide doors, dedicated inexpensive improvements spaces for wheelchair users, can be made. a low-floor design for Retaining manual boarding London Underground During 2013 improved access between ramps at 16 stations on the the train and platform, multi- Tube network and rolling purpose spaces throughout out to stations which would and advanced audio and maximise the number of visual information. step-free journeys. An additional 80 new trains London Underground Between Installing platform humps London Underground Between 2013 with these features will be 2013 and 2016 and other solutions so that a and 2016 introduced to the District third of the Tube network will line, meaning that 40 per cent have level access platforms, of the Tube network will be up from 15 per cent at served by air-conditioned present. Thirty-five additional trains with high standards platforms across the Jubilee of accessibility. and Northern lines will have Installing an extra 80 wide- London Underground Summer 2013 platform humps by the aisle gates at 60 stations and end of 2013. This includes introducing tactile paving on current step-free stations all platform edges across such as Golders Green and the network. Kilburn, plus key step-free interchanges such as Baker Street and Stockwell.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Delivering small scale London Underground Between 2016 Buses Surface Transport Between spring but important physical and 2020 Invest £17m to improve bus 2013 and 2016 accessibility improvements stop accessibility and are on the Tube, including on-track to make 70 per cent handrail enhancements, of bus stops accessible by colour contrast features, spring 2013 and 95 per cent tactile paving on stairs, and by end of 2016. replacement of obsolete Continue the recently Surface Transport During 2013 help points. launched customer Thirty-seven more stations information campaign to will be completed by the provide clarity on the use of end of 2016, and a further the wheelchair bay. 37 by 2020. Facilities for pedestrians Surface Transport Spring 2015 In 2018 Crossrail will open, greatly improving east-west accessibility Roll out Pedestrian across London and enabling around 69 million additional step-free Countdown to a total of journeys a year. All newly built Crossrail stations will have step-free 200 sites. access, and every London borough that has a Crossrail station will have Upgrade remaining 276 Surface Transport Spring 2016 at least one with step-free access. Ealing Broadway and Whitechapel signalised pedestrian Tube stations will also be made step-free. crossings to include rotating cones and/or audible signals Crossrail trains will have clearly distinguished priority seats as well as and tactile paving. dedicated spaces for wheelchair users. Each carriage will provide visual and audio information about the journey, and a facility to alert and speak Expand the use of Legible Surface Transport By 2016 to the driver in the event of an emergency. In addition to the work on new London signs which aim to stations in central London, all existing surface stations will be upgraded increase the number of walking to provide accessibility enhancements including tactile surfaces, lighting, journeys, new sites include additional handrails and accessible toilets at most locations. Clapham Junction, Brixton, Kingston and Bromley. The Government’s Access for All programme, which addresses issues Deliver pedestrian Surface Transport By 2016 faced by disabled passengers at Britain’s railway stations, includes improvement schemes, making 47 stations in London step-free by 2014. Thirteen have already including Tottenham Hale, been completed and a number of others are currently under way. Highbury Corner, Elephant & TfL is making the case for further investment in step-free access beyond Castle northern roundabout, the committed programme. As part of its work, TfL is currently lobbying Waterloo roundabout and for funding for another 18 rail stations in London to be made step- Vauxhall. These form part free between 2014 and 2019. This includes urging the Government to of a review of 500 junctions broaden the category of stations eligible for Access for All funding to across London. include London Underground stations.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Work with boroughs to Surface Transport By 2016 Developing systems over the Surface Transport Between improve the accessibility of next two years to support 2013 and 2015 streets across the Capital, our Cabwise and Findaride including funding a wide services, which should see range of pedestrian and an increase in the number public realm improvements. of private hire operators This will see significant registered with the service improvements made in and make it easier for all locations including Aldgate, users to book a taxi or private Bromley, Croydon, Harlesden, hire vehicle. Over the next Tolworth, Wood Green and four years the services will the West End. continue to be promoted Trial new technology that Surface Transport End 2013 across London. will detect groups of people Improved Customer Transport staff do a great at pedestrian crossings and Experience job of guiding and helping adjust the crossing time customers access the given to pedestrians to transport network. However, make sure that queues are we are serious about cleared. TfL hopes to have improving the experience of developed a prototype for travel in London, which means this innovative technology by giving more expertise to staff the end of 2013. about how best to assist Taxis customers. TfL will do this by: Over the next year TfL will develop a taxi ranks action plan. It will review Developing a team of Customer Experience Summer 2013 the accessibility of ranks at London’s mainline rail stations so passengers accessibility champions can use taxis more easily. Other improvements will include: within contact centres, Monthly on-street compliance Surface Transport From 2013 who will have an in-depth activities from 2013 to check understanding of accessible that accessibility features travel in London. By summer in taxis, such as wheelchair 2013 this team will have ramps and swivel seats, are enhanced training and will in working order and drivers be able to provide a better know how to use them. service, and share their Where an accessibility feature knowledge with colleagues. is not working, the taxi licence will be suspended until the feature is fixed.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Improving the quality of Customer Experience Summer 2013 Improving training for Tube London Underground By end of 2013 responses to complaints, staff so customers get the making sure that any level of support they need on concerns are dealt with every journey. fully and efficiently and that From summer 2013 TfL will comments are fed back. introduce new training for Simplifying online contact Customer Experience Summer 2013 frontline staff. For the first system to make it easier to time TfL will make sure that give feedback. Changing the older and disabled people way complaints are logged play an active part in the and categorised so trends development of the new can be better identified training. A key feature of and specific issues can be this will be an emphasis addressed. TfL will publish on practical operational accessibility complaints scenarios to help staff data as part of its quarterly demonstrate and develop complaints report. their customer service skills. By the end of 2013 TfL will have created five accessibility centre-of-excellence stations, whose staff will have an enhanced level of disability training, delivered in partnership with disabled people. This programme will be evaluated and, if appropriate, roll-out to other stations that are most used by older and disabled passengers.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Ensuring staff training is London Underground By end of 2013 Roll out a programme of Surface Transport From Summer as effective as possible by local events where older and 2013 providing key members of the disabled people will be able training team with additional to meet with bus drivers guidance on accessibility and managers at their local issues. This will make them garage. This will improve experts in accessibility and drivers’ understanding of the enhance their skills. TfL will barriers passengers face and involve disabled people in this how they can help. additional training. Consult with the taxi trade on Surface Transport From 2013 Working with bus operators Surface Transport During 2013 the introduction of customer to thoroughly review driver service training during the training. Progress is already Knowledge. With the aim under way: that all drivers benefit from By spring 2013 TfL will disability awareness training launch a new training DVD before being licensed. for bus drivers, developed Work with the Association of Customer Experience From 2013 in partnership with disabled Train Operating Companies bus passengers. It will to review the Passenger feature customers’ stories Assist booking system about their own experiences with the aim of simplifying of bus travel and explain the booking process for how drivers’ actions can disabled customers needing ensure consistently safe and assistance. TfL will also look comfortable trips. at ways to support people who prefer not to pre-book. From summer 2013, all These improvements would bus drivers will receive new affect London Overground training which will include, as as it is part of the National a key element, the additional Rail network. involvement of older and disabled people.

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Issue Activity TfL lead Timescale Issue Activity TfL lead Timescale Expanding the travel Customer Experience Between Keeping customers informed Customer Experience Summer 2013 mentoring service across the 2013 and 2016 with accessibility-related Capital, aiming to have a local service updates via email, mentoring project running starting in summer 2013. in 90 per cent of London TfL will maintain an opt- boroughs by spring 2016. in database of customers TfL is currently involved in who want to receive the collaborative travel mentoring information. This will allow projects in 21 of the 33 TfL to spread news of London boroughs, and is service changes more widely encouraging the expansion of and directly to disabled and provision through and with older people. external partners. Making the ‘Thinking outside Surface Transport Summer 2013 Better engagement Continuing and extending Equality and Customer From 2013 the bus’ event an annual engagement with disabled Experience teams opportunity for disabled people’s organisations, people’s organisations to meet making sure these groups with senior representatives are involved in all aspects from TfL and the bus of service development. TfL operators to discuss concerns will hold regular meetings and issues with bus travel. and roundtables to keep stakeholders up-to-date and involve them in improving the accessibility of the network. Developing sub-regional Equality Team Spring borough mobility forums 2013 – 2014 open to all disabled people to be involved in dealing with local and wider strategic issues. TfL will also share ideas and work to improve services further. The pilot forum will launch in spring 2013 and TfL will aim to have the forums in place across London by 2014.

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Issue Activity TfL lead Timescale TfL’s People Strategy Developing a sister event for London Underground Summer 2013 TfL has recently developed a People Strategy to address the issues that are raised by Tube and rail services, which staff. Activities are included in the action plan below: will launch in summer 2013. This will be an opportunity Issues Activity TfL lead Timescale to meet senior staff from Workforce diversity across the organisation Representation Build on schemes such HR Organisation Ongoing including the customer of disabled people as Steps into Work and Development service centre, staff training in TfL’s workforce is Classroom to Boardroom and station upgrade teams. too low. to encourage disabled People Planning Station staff, especially from & Organisational Lack of BAME people into employment stations which are challenging and increase the diversity of Effectiveness (PPOE) in terms of accessibility, staff and women in senior roles. schoolchildren considering would also attend. Both technical careers. events will increase and Leadership is not encourage communication visible/effective. Develop strategies to between staff and customers, attract a diverse pool of Improve developing greater mutual applicants into key roles, development understanding and delivering for instance engineering and opportunities for all improvements to services. some senior management staff and support positions, where there is a Holding a targeted recruitment Surface Transport Spring 2013 career progression. drive for Dial-a-Ride for current lack of diversity. groups in greatest need of the Over the next three years, service. By spring 2013 TfL increase the annual number will have contacted and visited of women, BAME and organisations and forums disabled candidates who across London that will help are accepted on to TfL’s reach the people in most apprenticeship and graduate need of the service. These schemes. include people over-85, those Improve the current on the higher rate mobility equality data through an component of Disability Living audit of the workforce to Allowance, people registered increase declaration rates, blind or partially sighted particularly for disability. and those on a War Pension mobility supplement.

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Issues Activity TfL lead Timescale Issues Activity TfL lead Timescale Develop pan-TfL HR Organisation From March 2014 There are high Increase the use of HR Organisation From April 2013 leadership/specialist Development levels of grievances online systems (TfL’s Development, development programmes involving BAME staff SAP system) to record HR Delivery, and define the target group and a perception the results of mid-year Reward & Pensions for these initiatives. of greater levels of reviews, and any relevant Introduce a programme harassment than is improvement plans. for middle managers to being reported. Introduce consistent develop their leadership The recruitment guidelines and processes skills and encourage process is for managers and staff. competition for senior inconsistent. Ensure that staff feedback management positions, Annual reviews can be used to help shape ensuring women, BAME should be meaningful future training and policies. and disabled staff are with career included. progression based Develop longer-term career HR PPOE, From September on continuous and succession planning for HR Organisation 2013 good performance. key roles and functions. Development TfL policies need Policy development and implementation to be implemented Improve potential Introduce a consistent HR Organisation From April 2013 consistently. for different ways performance management Development, Create a more Annual publication of a faith HR PPOE Annually in of working. process. HR Delivery, inclusive workplace calendar on TfL’s intranet November TfL policies need Improve performance Reward & Pensions to be implemented management through consistently across initiatives such as coaching the organisation. and mentoring.

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Issues Activity TfL lead Timescale Issues Activity TfL lead Timescale Ensure visible Continue equal pay audits HR Reward & Reasonable adjustments in the workplace progress towards and follow up on any Pensions Inconsistent Embed the reasonable HR Delivery and Ongoing salary equality. recommendations. approach to adjustment process. HR PPOE supported Improve staff Identify and provide December 2012 reasonable Improve the reasonable by Organisation development meaningful analysis on any adjustments across adjustment process and Development and awareness. pay differentials among the organisation. ensure best practice is employees in equality TfL policies need shared by: target groups. to be implemented • Improving managers’ Ensure an equal pay audit February 2013 consistently. ability to identify and report is compiled and The representation implement appropriate issued to Directors and of disabled people in reasonable adjustments Heads of HR. TfL’s workforce is for their staff Share the equal pay February 2013 too low. • Providing support and report with stakeholder training to PMA specialists target groups. so they can advise on Introduce a new equality HR PPOE supported April 2013 issues associated with training programme to by Organisation reasonable adjustments increase understanding Development • Developing a network of the positive impact of of managers with diversity and inclusion in specific expertise so the workplace. they can advise on the reasonable adjustment policy and process • Recording reasonable adjustment information using TfL’s online systems (SAP database)

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96 Chapter 0 Chapter/Section title here Single Equality Scheme 2012 – 2015 97 © Transport for London Windsor House 42 – 50 Victoria Street London SW1H 0TL December 2012 tfl.gov.uk DJ12037_SES_110113