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Agenda Customer Service and Operational Performance Panel Thursday 13 June 2019 Agenda Meeting: Customer Service and Operational Performance Panel Date: Thursday 13 June 2019 Time: 10.15am Place: Conference Rooms 1 and 2, Ground Floor, Palestra, 197 Blackfriars Road, London, SE1 8NJ Members Dr Mee Ling Ng OBE (Chair) Anne McMeel Dr Alice Maynard CBE (Vice-Chair) Dr Lynn Sloman Bronwen Handyside Copies of the papers and any attachments are available on tfl.gov.uk How We Are Governed. This meeting will be open to the public, except for where exempt information is being discussed as noted on the agenda. There is access for disabled people and induction loops are available. A guide for the press and public on attending and reporting meetings of local government bodies, including the use of film, photography, social media and other means is available on www.london.gov.uk/sites/default/files/Openness-in-Meetings.pdf. Further Information If you have questions, would like further information about the meeting or require special facilities please contact: Jamie Mordue, Secretariat Officer; telephone: 020 7983 4392; email: [email protected]. For media enquiries please contact the TfL Press Office; telephone: 0845 604 4141; email: [email protected] Howard Carter, General Counsel Wednesday 5 June 2019 Agenda Customer Service and Operational Performance Panel Thursday 13 June 2019 1 Apologies for Absence and Chair's Announcements 2 Declarations of Interest General Counsel Members are reminded that any interests in any matter under discussion must be declared at the start of the meeting, or at the commencement of the item of business. Members must not take part in any discussion or decision on such matter and, depending on the nature of the interest, may be asked to leave the room during the discussion. 3 Minutes of the Meeting of the Panel held on 13 February 2019(Pages 1 - 6) General Counsel The Panel is asked to approve the minutes of the meeting of the Panel held on 13 February 2019 and authorise the Chair to sign them. 4 Matters Arising and Actions List (Pages 7 - 56) General Counsel The Panel is asked to note the updated actions list. 5 Quarter 4 Customer Service and Operational Performance Report (Pages 57 - 164) Managing Directors, Customers, Communication and Technology, London Underground and Surface Transport The Panel is asked to note the paper. 2 6 Healthy Streets Check for Designers (Pages 165 - 168) Director of City Planning The Panel is asked to note the paper. 7 Borough Engagement (Pages 169 - 172) Director of City Planning The Panel is asked to note the paper. 8 London Underground Station Action Plan (Pages 173 - 178) Managing Director, London Underground The Panel is asked to note the paper. 9 TfL and Metropolitan Police Vision Zero Action Plan (Pages 179 - 190) Director of Compliance, Policing and On-Street Services, Surface Transport The Panel is asked to note the paper. 10 Customer Accessibility Programme - 2018/19 Delivery Update (Pages 191 - 216) Managing Director, Customers, Communication and Technology The Panel is asked to note the paper. 11 Assisted Transport Services (Pages 217 - 250) Managing Director, Surface Transport The Panel is asked to note the paper. 3 12 Review of Bus Services to London's Hospitals - 2019 Update (Pages 251 - 256) Managing Director, Surface Transport The Panel is asked to note the paper. 13 Strategic Risk Update - Operational Reliability (Pages 257 - 258) Managing Director, London Underground The Panel is asked to note the paper and the supplementary information on Part 2 of the agenda. 14 Member suggestions for future agenda discussions (Pages 259 - 260) General Counsel The Panel is asked to note the forward programme and is invited to raise any suggestions for future discussion items for the forward programme and for informal briefings. 15 Any Other Business the Chair Considers Urgent The Chair will state the reason for urgency of any item taken. 16 Date of Next Meeting Thursday 12 September 2019 at 10.15am. 17 Exclusion of Press and Public The Panel is recommended to agree to exclude the press and public from the meeting, in accordance with paragraph 3 of Schedule 12A to the Local Government Act 1972 (as amended), in order to consider the following items of business. 4 Agenda Part 2 18 Strategic Risk Update - Operational Reliability (Pages 261 - 266) Exempt supplementary information relating to the item on Part 1 of the agenda. 5 [page left intentionally blank] Agenda Item 3 Transport for London Minutes of the Customer Service and Operational Performance Panel Committee Rooms 1&2, Ground Floor, Palestra, 197 Blackfriars Road London, SE1 8NJ 10.15am, Wednesday 13 February 2019 Members Dr Mee Ling Ng OBE Chair Dr Alice Maynard CBE Vice Chair Bronwen Handyside Panel Member Anne McMeel Panel Member Val Shawcross CBE Panel Member Dr Lynn Sloman Panel Member Executive Committee Howard Carter General Counsel Vernon Everitt Managing Director, Customers, Communication and Technology Gareth Powell Managing Director, Surface Transport (for Item 4) Staff Mark Evers Chief Customer Officer Jonathan Fox Director, Rail and Sponsored Services (for Item 4) Siwan Hayward Director of Compliance, Policing and On-Street Services, Surface Transport Geoff Hobbs Director of Public Transport Service Planning (for Item 9) Michael Hurwitz Director of Transport Innovation (for Item 10) Claire Mann Director of Bus Operations, Surface Transport Lilli Matson Director of Transport Strategy (for Items 7 and 8) Will Norman Walking and Cycling Commissioner (for Item 7) Sue Riley Secretariat Officer 01/02/19 Apologies for Absence and Announcements An apology for absence was received from Dr Nelson Ogunshakin OBE. 02/02/19 Declarations of Interest Members confirmed that their declarations of interests, as provided to the Secretariat and published on tfl.gov.uk, were up to date and there were no other interests to declare that related specifically to items on the agenda. 03/02/19 Minutes of the Previous Meeting The minutes of the meeting held on 14 November 2018 were approved as a correct record and signed by the Chair, subject to the following amendments: Page 1 Minute reference 36/11/18 be changed from “steps” to “slips” and minute reference 38/11/18 to be changed from “dissipated” to “disparate” and delete “organisational structure of the”. 04/02/19 Matters Arising and Actions List Claire Mann provided an oral update on lessons learnt from the bus safety incidents report (action 32/11/18). Lighting and visibility had been improved at the site of one of the incidents and the junction was being reviewed in terms of traffic light timings. In relation to the other incident, the bus driver had been arrested for suspicion of the use of drugs. The frequency of random drug and alcohol testing by the bus companies had been reviewed and was higher than other transport industries of around 10 per cent. Members would be provided with the comparison of overall drug and alcohol testing amongst other transport sectors and be advised if bus companies worked with drug and alcohol support agencies. [Action: Claire Mann] Mark Evers updated the Panel on the London Underground Station Action Plan (action 40/11/18). New reversible hi-vis red vests were now being used by station staff to increase visibility and customer information zones were being installed across the network, over a six week period. A final paper would be submitted to the next meeting, including a response from London TravelWatch. [Action: Mark Evers] Gareth Powell and Jonathan Fox provided an update on the Gospel Oak to Barking services (action 35/11/18). New trains were being tested with the software, and driver training was due to start at the end of February 2019. In parallel, the customer service software was being subjected to the verification process until the end of March 2019. In the interim, four car trains were being used, and from the middle of March 2019, three four car trains would be utilised. This would match current capacity but would reduce frequency and would be supplemented by a rail replacement bus service. The customer experience would be improved by improving access from bus to train and better passenger communication. The option of using trains from other London Overground services had been considered but the impact on capacity and resilience on the rest of the network outweighed any short term benefits. Staff would consider how to re-build trust and relationship with customers through a community event, such as sponsorship of the London Overground festival at Crystal Palace. [Action: Gareth Powell] Similar train delivery issues were being encountered on other lines. The Chair requested early warning to Members of any significant service issues. The Panel welcomed the regular updates being provided by Jonathan Fox to Panel Members. Issues around the proposed closure of London Overground ticket offices were discussed (action 29/09/18). London TravelWatch had carried out the review on behalf of the Department for Transport and supported the closure of 27 out of 51 stations, Page 2 based on volume of ticket sales via the ticket office at each station. Discussions were ongoing between Arriva and the Department for Transport. TfL did not manage operational issues of the service but clearly set out standards for customer service outcomes, and these were embedded in the contracts. The lessons learnt from the London Underground Station Action Plan had been shared with all partners. New improved ticket machines had been ordered by Arriva to further assist passengers. Comments raised by Panel Members would be fed into the consultation and a briefing on the issue arranged before the date of the next meeting. [Action: Gareth Powell] Siwan Hayward would provide further information on the trend of physical violence on rail related services. [Action: Siwan Hayward] The Panel noted the Actions List and the oral updates.
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