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LTUC Quarterly Performance Monitoring Report Number: 7

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LTUC Quarterly Performance Monitoring Report Number: 7 GREATERLONDONAUTHORITY LONDONASSEMBLY Subject: LTUC Quarterly Performance Monitoring Report Number: 7 Report to: Transport Committee Date: 23rd February 2004 Report of: Director of Secretariat 1. Recommendations 1.1 Members are recommended to note the report and comment as appropriate. 2. Background 2.1 A report from the Director of LTUC which is attached as Appendix A provides members with an update of recent activities by London Transport Users Committee (LTUC) and its performance against the targets set in its Business Plan, together with a financial report for the 9 months ended the 31st December 2003. Due to a time lapse between the end of a quarter and production of figures on complaints handling some of the data in the appendix relates to the period ended the 30th September 2003. 2.2 At its meeting on 5th December 2002, the Transport Committee supported the bid from LTUC for an additional £70,000 in 2004/5 to fund the second stage of its salary review and “noted that its decision would feed into the budget process for 2003/4.” It also resolved that “support for the bid was subject to discussion with LTUC about a performance management regime. This regime would introduce targets to make LTUC more accountable but would not fetter the right of LTUC to manage its own business. These targets would include the financial monitoring of LTUC on a quarterly basis”. 2.3 In response to this resolution, LTUC have agreed to submit quarterly monitoring reports. This is the forth report. 3. Strategy Implications 3.1 There are none. 4. Legal Implications 4.1 There are none. 5. Financial Implications 5.1 The report attached shows that LTUC are forecasting net expenditure in line with the approved budget for 2003/04. Background Papers: None Contact: Katy Shaw Tel: 020 7983 4416 Summary 1.1 This report provides Assembly Members with an update of recent activities of London Transport Users Committee (LTUC) and its performance against the targets set in its Business Plan, together with a financial report for the 9 months ended the 31st of December 2003. There is a necessary time lapse between the end of a quarter and the time when we can report on certain aspects of our complaints handling so some of the data in this report relate to the period ended the 30th of September 2003. Finance 2.1 LTUC’s budget from the GLA for 2003 - 04 was set at £1,289,000, to which is added £20,415 as recompense from the Rail Passengers Council in respect of work done on rail safety matters for the Rail Passengers Council/Committee network by LTUC’s Deputy Director. LTUC budgeted for expenditure totalling £1,310,368, the difference of £953 to be funded from reserves. 2.2 A summary of LTUC’s income and expenditure to date can be found in Appendix B. The summary shows that as at 31 December 2003, LTUC had spent £937,963 which is £67,207 under budget. LTUC’s expenditure profile is not spread evenly through the year and this year it has changed as the year has progressed. LTUC is expecting to end the year having under- spent by no more, and possibly significantly less than £20,000 or just 1.5% of its budget. Business Plan 3.1 Following the Committee’s discussion on LTUC’s Business Plan, a meeting was held between the Director of LTUC and the GLA’s Senior Project Manager to discuss how the Plan might be presented in future years. Work is continuing to meet the Committee’s concerns in this regard. Complaints Handling 4.1 As predicted in LTUC’s last report to the Committee, there has been a very large increase in the number of appeals received from passengers – mainly those who are dissatisfied with the way that London Underground dealt with compensation claims arising from the Chancery Lane derailment. As a consequence LTUC has received over 68% more representations from passengers so far this year compared with 2002-03. New cases received 1.4.02 – 31.12.02 786 New cases received 1.4.03 – 31.12.03 1319 Actual increase in new cases 2003 over 2002 533 % increase 2003 over 2002 68% Cases finalised 1.4.02 – 31.12.02 965 Cases finalised 1.4.03 – 31.12.03 1075 Actual increase in cases finalised by LTUC 110 % increase in cases finalised by LTUC 11.4% 4.2 Already this financial year LTUC has secured £48,287 for 473 people – over £40,000 of which is for people affected by the Chancery Lane incident. This compares with a total of £11,212 secured for all complainants for the whole of 2002 – 03. In addition, in both years LTUC has secured a number of free tickets and other forms of compensation, the value of which is difficult to determine. 4.3 LTUC has a number of targets relating to complaints handling. In order to be able to report more appropriately to the Committee, LTUC has altered its internal monitoring arrangements to review all complaints handling data on a quarterly, rather than a six-monthly basis. Data previously collected on a six-monthly basis has been assumed to have been evenly distributed over the period and has been divided into 2 for the purposes of comparisons within this report. 4.4 LTUC aims to acknowledge all representations, record them and, if appropriate, refer them to the relevant service provider for a submission within 5 working days of receipt. July – September Previous Quarter 2003 (April – June 2003) 83.3% within target 89.4% within target 4.5 Although this appears to represent a decline in performance, the increased workload means that the 83.3% represents 368 cases processed within target between July and September 2003, which is an actual increase of 123 over the number of cases processed within target between April and June 2003. 4.6 LTUC aims to send 80% of final replies within 10 working days of receipt of the operators’ submissions and 95% within 20 working days. July – September Previous Quarter 2003 (April – June 2003) 41.1% within 10 days 72% within 10 days 71.1% within 20 days 87.2% within 20 days 4.7 Again LTUC acknowledges that this appears to represent a decline in performance, however, during the period July – September 2003 it closed 343 cases, an increase of 50 cases when compared with the number closed during the period April and June 2003. 4.8 LTUC monitors passenger satisfaction with the way it has handled individuals complaints and suggestions. Questionnaires are sent out with all final replies and the replies received are analysed. Two of the questions asked specifically relate to matters within LTUC’s direct control. Question 1: How satisfied were you with the way LTUC handled your concerns? Answer on a weighted scale ranging from 100 (= 100% ‘very satisfied’) to 0 (= 100% ‘very dissatisfied) April 02 to Sept 02 Oct 02 to March 03 April 03 to Sept 03 71 75 74 Question 2: How quickly did LTUC deal with your concerns? Answer on a weighted scale where 100 (= 100% ‘very quickly’) to 0 (= 100% ‘much too slowly’) April 02 to Sept 02 Oct 02 to March 03 April 03 to Sept 03 77 75 57 4.9 A substantial part of the period April to September 2003 included the time that LTUC has been dealing with large number of complaints about LUL’s policy on Central Line refunds. The increased workload has had a marked impact on the speed with which casework can be dealt with. However, despite this the satisfaction rate with the outcome of LTUC’s involvement remains high. Policy Development 5.1 LTUC is progressing its pro-active policy development programme for the current financial year. In line with LTUC’s Business Plan objectives, the following projects, which have already been advised to the Committee, should be completed and reports published before the end of the year: • Common standards for multi-operator stations • Problems encountered by passengers when using rail replacement bus services • A study of the legibility of station name signs 5.2 In respect of each project substantial progress has been made since LTUC last reported to the Committee and LTUC is confident that the final reports will result in recommendations that, if acted upon by the transport industry, will improve the travel experience in and around London. 5.3 The project to assess the demand for bus services on Christmas Day (being undertaken jointly with Transport for London) is progressing well and the research undertaken by both LTUC and TfL has been completed. Further consideration now needs to be given to the findings and this will take place over the coming months. 5.4 The project on problematic bus routes will be started this year and discussions have been held with London Buses to identify its scope and how it might be undertaken in a way that its results will be helpful to London Buses. 5.5 A new project has recently been added to the list planned for completion this financial year. LTUC has commissioned work to look at inter-operator disparities in rail fares across London. This exercise has been embarked upon following discussions with TfL – Rail, which has confirmed that it no such work has previously been undertaken and that the findings would be helpful to it. If TfL – Rail believe that the initial report warrants further study, then it has indicated a willingness to consider funding that additional work. 5.6 At his request following a meeting with him, LTUC produced a series of policy briefings for Kim Howells MP, Minister of State at the Department for Transport.
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