Board

Date: 15 December 2016

Item: Commissioner’s Report

This paper will be considered in public

1 Summary 1.1 This report provides an overview of major issues and developments since the meeting of the Board held on 8 November 2016 and updates the Board on significant projects and initiatives.

2 Recommendation 2.1 That the Board note the report.

List of appendices to this report:

Commissioner’s Report – December 2016

List of Background Papers:

None

Mike Brown MVO Commissioner Transport for December 2016 Commissioner’s Report 15 December 2016 About (TfL) Contents

Part of the family of organisations led by 1 Introduction 4 Mayor of London Sadiq Khan, we are the integrated transport authority responsible for delivering the Mayor's strategy and commitments 2 Delivery 5 on transport. 3 Our customers 26 As a core element in the Mayor’s overall plan for London, our purpose is to keep London moving, working and growing, and to make life in 4 People and awards 28 our city better. We reinvest all of our income to run and improve London’s transport services and to make it safer, more modern and 5 Value – efficient and effective delivery 30 affordable for everyone.

Our operational responsibilities include , , , London Overground, TfL Rail, London Trams, , London Dial-a-Ride, Victoria Coach Station, and the Emirates Air Line.

On the roads, we regulate taxis and the private hire trade, run the Congestion Charging scheme, manage the city’s 580km red route network, operate all of the Capital’s 6,300 traffic signals and work to ensure a safe environment for all road users.

We are delivering one of the world’s largest programmes of transport capital investment, which is building the Elizabeth line, modernising Tube services and stations, transforming the road network and making it safer, especially for more vulnerable road users, such as pedestrians and cyclists.

We work hard to make journeys easier through effective use of technology and data. We provide modern ways to pay through Oyster and contactless payment cards and provide information in a wide range of formats to help people move around London.

Real-time travel information is provided directly by us and through third party organisations, which use the data we make openly and freely available to power apps and other services.

We listen to, and act upon, feedback and complaints to constantly improve our services and work with communities, representative groups, businesses and many other stakeholders to shape transport provision in London.

Improving and expanding transport in London is central to driving economic growth, jobs and housing throughout the United Kingdom. Under the Mayor’s housing strategy, we are using our surplus land to provide thousands of new, affordable homes. Our own supply chain creates tens of thousands of jobs and apprenticeships across the country.

Commissioner’s Report 3 This paper will be considered in public 1 Introduction 2 Delivery

Croydon tram derailment drivers were fully briefed prior to My thoughts are with everyone affected resumption of service and additional by the tragic derailment in Croydon. We staff from TfL and FirstGroup have been are doing everything we can to ensure available across the network to provide that families and relatives receive support and information for customers. support at this incredibly difficult time. Information has been displayed across Assistance is being offered to those who the tram network for passengers were injured. TfL's Sarah Hope line, which including details of our website and offers practical and financial support contact number should anyone have any and guidance by trained staff, has been concerns about safety on the system. operational 24 hours a day. Across all TfL services, we have reviewed Following the completion of a rigorous the process of when safety issues are safety assessment and taking the advice raised and how we assure ourselves they of an independent panel of tram experts, are dealt with quickly and thoroughly. the tram service resumed across the whole network on 18 November. A separate paper on the agenda updates the Board on developments since the Prior to services restarting, and in derailment. accordance with advice in the Rail Accident Investigation Branch’s (RAIB’s) interim report into the derailment additional speed restrictions and associated signage were implemented Work continues to get the full fleet of Piccadilly line trains back in service near Sandilands and at three other locations on the network. All tram London Underground (LU) There is a greater risk of this when the Piccadilly line rails become more slippery. This is not In recent days we have had to take an confined to the Piccadilly line or LU, but unusually high number of Piccadilly line the Piccadilly line trains are unique as trains out of service to repair their wheels, they are the only fleet without wheel which means that we do not have a full slip protection. This technology was not fleet available and are operating a reduced available in 1972 when the trains were service. Train wheels sliding on a rail can introduced. A procurement process is now pick up a flat-spot that can affect the under way to buy new trains for the line. smooth running of the train and in severe cases, can actually damage both the track In the meantime, we are working around and the train. the clock to make the wheels safe, so that

4 Commissioner’s Report Commissioner’s Report 5 It will also increase travel options for staff alternative measures are planned. We are and passengers using Heathrow Airport. prioritising trials of a rail damping system before the end of the year. This will stop As expected passenger journeys are noise caused by rail vibrations. increasing on Night Bus routes that connect with Night Tube but decreasing We have had a number of constructive on those that run parallel with it. We meetings with Assembly Members and introduced eight new bus routes at the residents in affected areas including same time as the Central and Victoria line Pimlico, Notting Hill, Baker Street, Night Tube services. These are now seeing Woodford, Highbury & Islington, Seven at least 3,500 journeys each weekend. The Sisters and Walthamstow. The Night Tube launched on the Northern line in November two new routes we introduced at the same time as the are seeing at least Night Tube crime levels have been lower 500 journeys each weekend. than those recorded after 22:00. On we can return to a good service as quickly Night Tube average there have been 3.4 crimes per 100k as possible. We have commissioned a On 18 November, the fourth of London’s We are committed to making sure the journeys on Night Tube, compared with formal report into this disruption, which Night Tube lines, the Northern line, started Night Tube does not impact residents. 4.5 crimes per 100k journeys after 22:00 will be forensic in its examination of the operating. Serving the West End and Where we have received complaints about previously. facts and will aim to identify why this providing the first Night Tube service at noise, we are providing customers with a happened and make recommendations to Camden Town and Leicester Square, it is named contact via a dedicated telephone London TravelWatch review stop it happening again. the most frequent, offering a train every number, with ready access to the experts London TravelWatch (LTW) has released seven to eight minutes between Morden working to tackle the root cause. its independent review into the impact of London Underground prosecution and Camden Town. Services extend on LU ticket office closures. We worked with The Office of Rail and Road prosecuted both northern branches of the line to The installation of shock absorbent track LTW throughout the review to ensure they London Underground for an offence Edgware and High Barnet. Take up of the fixings has had a positive effect. We have had all the information they needed. We under the Health and Safety at Work Northern line service has been excellent: seen significant noise reduction in Pimlico, also assisted in advertising the review with Act 1974 concerning an accident in since launch we have added approximately Notting Hill, Baker Street, Wanstead and posters in Tube stations, and an email to September 2014 when an employee fell 35,000 Night Tube journeys each weekend. Bethnal Green. For some, this means that customers. from a scaffold tower erected to enable Night Tube now carries some 117,000 the problem has gone away completely. the cleaning of a disused lift shaft at journeys per weekend. We are using the same fixings between The review was a key Mayoral manifesto South Kentish Town disused station. Vauxhall and Stockwell and there are pledge, to ensure these changes are London Underground pleaded guilty and On 16 December, Night Tube services will plans to introduce them between Oxford working, and to ensure we are listening to on 2 December 2016 was fined £500,000 start on the Piccadilly line, providing a train Circus and Warren Street and in the Earl’s the experiences of our customers. We know and ordered to pay £50,000 costs. This every 10 minutes between Cockfosters and Court area. We have given residents a clear we need to do more to provide a more was clearly a serious incident and we Heathrow Terminal 5. The introduction of timescale for this work and are keeping visible customer service - especially for our acted quickly to investigate the causes the Night Tube throughout the West End them regularly updated on progress. customers with accessibility requirements and take action to ensure that it does will further support London’s vibrant night While these results are very encouraging, - and make sure everyone can purchase the not happen again. time economy and enhance services to this technology is suitable only for more tickets they want and move safely around commercial areas such as Hammersmith. modern track. At Woodford, for example, the Tube network.

6 Commissioner’s Report Commissioner’s Report 7 A separate paper on the agenda updates The Circle, District, Hammersmith & the Board on the review. City and Metropolitan lines The final new S stock train has been Modernising the Victoria, Jubilee delivered to Ruislip depot. It is the last and Piccadilly lines of 192 trains built in the UK as part of On the Victoria line, we will achieve a the modernisation of the Circle, District, peak service of 36 trains an hour from Hammersmith & City and Metropolitan May 2017, the highest frequency ever lines. This concludes the largest ever operated. All preparatory signalling work order for a fleet of trains in the UK at is complete at Brixton, so the focus is just over 1,400 carriages. Work is well now on works at Northumberland Park under way to completely overhaul the depot and Walthamstow. The fan and air signalling and control systems on these The final new S stock train has been delivered chilling system upgrade is complete and four lines. With the new automatic train power cable and substation ventilation control signalling we can run more trains, works to increase traction power and more quickly and reliably, contributing to Circle, District, Hammersmith & City and Battersea with the existing Northern line at energy efficiency are on schedule. a 33 per cent increase in capacity across Metropolitan line tracks to 750V over the the Kennington loop. The stations will be the four lines by 2023. next year. built in two phases. On the Jubilee line, power and cooling works are under way and signalling design As a vital component of the work to The work also reduces our energy Tunnel boring machines (TBMs) will be for the upgrade and replacement of the increase the number of trains from 28 consumption as this section of the launched from the Battersea station crossover at West Hampstead is at an to 32 per hour once the new signalling Metropolitan line can now operate crossover box and will tunnel up to the advanced stage. A plan to achieve train is in place, the Metropolitan line north regenerative braking. This uses a converter Kennington shafts, taking about five service improvement on the core section of Harrow to Amersham, Watford and on the train to recycle the energy months. of the line in advance of the additional new Chesham, will operate at a traction generated by braking so that it is delivered trains is being formulated. Delivery of 36 current of 750V. Previously, the current back to the rail for the next train to The new railway tunnels from the trains an hour remains on target for 2021. was 630V like the rest of the LU network. use. It saves energy, reduces the carbon Kennington shafts to the Kennington loop However, without 750V power, only 28 footprint and maintenance, and improves are being constructed using a combination As mentioned above, procurement of trains per hour are possible. rolling stock performance. By introducing of mechanical excavators and manual the new generation of rolling stock for regenerative braking earlier than originally digging. These tunnels are being supported the Piccadilly line is progressing well To migrate from 630V to 750V, a planned, we have already achieved £2.4m with a sprayed concrete lining. and we received bids from the train significant amount of work has been in cost savings on parts of the District line, manufacturers on 26 September. The completed, reconfiguring the substation which is forecast to increase to £4.8m by We have made excellent progress bid evaluation continues, with supplier transformers. We also needed to make May next year. excavating both of these tunnels and are negotiation and contract award planned sure existing systems and equipment now carefully excavating, by hand, the for autumn 2017. were compatible with the higher Northern line extension section between the new tunnels and the voltage; this included online relays, The Northern line extension will provide existing Northern line at the Kennington fault detection, tunnel lighting systems, two new stations, one at Battersea Power loop. Connecting with the existing railway passenger trains and engineering trains. Station and the other at Nine Elms, and is a complex and delicate task and will not We will migrate further areas of the includes two railway tunnels linking be fully complete until December 2017.

8 Commissioner’s Report Commissioner’s Report 9 At Battersea, we continue to construct Vauxhall massive retaining walls for the station With its recently completed 16-person box. When these are complete, in spring lift from platform to ticket hall, 2017, we will start bulk excavation to Vauxhall now provides a fully accessible create the new station. interchange between rail, bus and Tube services. Subway five has now re-opened At the Battersea Power Station crossover to the public. Remedial works to both box, we have already excavated to the level the electrical installation and ceilings at which the steel-reinforced base-slab is are continuing, with the main focus on being cast where the railway will eventually the ticket hall and subways, followed by run. We have completed sections of this back-of-house areas including station base slab and the railway tunnel headwall, staff accommodation and equipment Architect's impression of Ilford Station and are ready for the construction of the rooms. Completion of works is forecast two TBM launch chambers. for early 2017. Paddington Crossrail At the Nine Elms station site, the Bond Street Work is on schedule to provide direct step- Project update retaining walls are complete and we are The transformation of the station has free access between the Bakerloo line and The project, which remains on time and making the capping beams that hold the progressed with the fit-out of the new the new Elizabeth line station. The new within the funding envelope of £14.8bn, top of the walls in place. We have also tunnels and installation of the new sub- switch room on the Bakerloo northbound is 80 per cent complete overall. The begun bulk excavation in the station box. station. The escalators and lifts are the platform is now in use, enabling the old schedule that will enable the Elizabeth focus of current work. The dividing walls one to be decommissioned. Tunnelling line to be brought into service on time, Victoria throughout the new structure have been works for the escalator barrel through and guides all of Crossrail’s activities, The continuing investment programme erected, both in the tunnels and within the old switch room have started. The lift continues to define the lowest-cost will more than double the size of the the new ticket hall, defining the shape lobby and concrete lining to the lift have delivery option for completing the work. existing station. Improvements will make of the new station facilities. Plaster and been completed. Cost pressures continue to be managed it easier for people to change between finishes are being applied. by Crossrail Ltd’s executive team. There the Victoria and District and Circle lines, In the main link between the Bakerloo is a 47 per cent chance of drawing on and provide nine new escalators and Bank and Elizabeth lines, waterproofing and the £600m TfL contingency part of the eight new lifts. There will be a new entrance on Cannon secondary tunnel lining are progressing funding envelope. Street following the construction of the and preparations are under way for the Fit-out of the north and south ticket station box on the site bounded by King fit-out phase. Work on the link is due to Proposals for Ilford station halls is under way, with escalators William Street, Nicholas Lane, Cannon be completed in late 2018. Network Rail has submitted plans for a installed, lifts in progress and Street and Abchurch Lane. This work is new station building in Ilford as part of mechanical, communications, fire and on schedule to start next March. The Works at Paddington and Victoria are improvements for the Crossrail project. electrical systems all being tested and Arthur Street worksite will be ready for just two examples from our ambitious The proposals, submitted to the London integrated. Additionally, the existing Northern line tunnelling to begin in the programme to transform accessibility on Borough of Redbridge, include a spacious station continues to be fully modernised same month. the London Underground network. building with a striking glass façade, a with new systems and new finishes. larger ticket hall with a wide entrance and significantly longer gateline, and new

10 Commissioner’s Report Commissioner’s Report 11 lifts providing step-free access from a campaign for an ‘incentive bonus’ for London Rail Barking Riverside extension street level to all platforms. Further the Crossrail contractors’ mechanical and London Overground The procurement process to deliver the improvements to prepare the station electrical workforce who are undertaking On 13 November, Arriva Rail London (ARL) Barking Riverside extension is continuing. for the start of Elizabeth line services fit-out activities on the project. took over the operation of the concession The proposed 4.5km extension will include longer platforms, better lighting, from London Overground Rail Operations unlock a wide range of benefits for signage, customer information points, Surface works Limited (LOROL). The occasion was marked people in the local area and beyond, CCTV and overhead information screens. The upgrade of the existing rail network by an event at Willesden Junction, attended including almost 11,000 new homes. The for Crossrail, being carried out by Network by ARL’s senior leadership team, where pre-qualification process is under way to Construction progress and railway fit out Rail, should be more than 80 per cent the new uniform was unveiled. We look shortlist suppliers. Responses have now Crossrail’s central section construction complete once the extensive Christmas forward to working with ARL over the been received and are being evaluated. programme remains focused on fitting out 2016 works across multiple sites both on next seven and half years to make further Our programme could see train services the stations, tunnels, shafts and portals. At the eastern and western stretches are improvements for customers on the operating from 2021. Liverpool Street station, both eastbound completed. Network Rail’s Crossrail team already hugely popular London Overground and westbound platform tunnels have is continuing critical preparatory work network. Docklands Light Railway been handed over to the contractor for fit- during the weekends running up to these Ticket vending machines upgrade out. At Moorgate shaft, the final tunnelling Christmas works. Rail devolution This work has now begun at 10 sites. passage breakthrough has been achieved. A detailed business case for rail devolution, Phase one preparation works will restore Across the programme, surface finishes are Crossrail stations upgrades running to over 100 pages, was submitted weatherproof seals, internal drainage and being applied to public spaces, and glass We are installing new lifts and footbridges by the Mayor to the Department for power supply and are due to be complete fibre reinforced concrete cladding panels at seven stations (Hanwell, Iver, Langley, Transport on 14 October, as requested early next year. Phase two works will are being installed at Farringdon, Bond Taplow, Manor Park, Maryland and Seven by the Secretary of State. Officers met renew the Pin Entry Devices, computers, Street and Tottenham Court Road stations. Kings) on the Crossrail route. We have DfT officials on 26 October to discuss and card readers. This is scheduled to be Polished reconstituted black stone panels successfully completed the construction the business case and answer detailed finished later in 2017. are also being fitted in the western ticket of a temporary footbridge and the questions. The business case found a hall at Tottenham Court Road as are the demolition of the old brick overbridge and benefit:cost ratio of 4.3:1 for the transfer of London Trams escalators. At Paddington, the brick slip staircases at Manor Park station, as well suburban rail services in southeast London New Stadler trams concourse walls are under way. Track as platform-based piling and other works to TfL from 2018, and also found that the The final two Stadler Variobahn trams have installation is continuing and 70 per cent at Maryland and Seven Kings stations. The construction of 80,000 homes could be completed their final checks and have has now been completed. work, although technically difficult as it enabled or accelerated if services across the entered passenger service. required the construction of cradles to whole of south London were transferred. The latest phase of work at Ilford depot lift the old sections of the overbridge and These final two trams complete the has been completed successfully. This is in meant working in very tight spaces, was Unfortunately the Secretary of State first phase of works to deliver the Trams line with the programme to have stabling completed on 6 November. It was vital to for Transport has said that he will not for Growth programme, which looks to available, ready for the introduction of the complete the work on time as this was the proceed with this for the South Eastern accommodate growing demand, improve first of the new Class 345 trains between last possession of the year. There was no franchise. We will continue to work with reliability and support the regeneration of Shenfield and Liverpool Street in May 2017. disruption to services as existing planned business and politicians from all parties, Croydon town centre. closures were used. Preparations are in both inside and outside the London Unite and the Union of Construction and progress for the installation of the new boundary, to make our case, which is To accommodate passenger growth Allied Trades and Technicians have begun lifts and footbridges in 2017. compelling, for rail devolution. (demand is expected to nearly double by

12 Commissioner’s Report Commissioner’s Report 13 2030), we are proposing to construct an Mayor announced a series of measures century-old Upper Holloway Bridge. Textured surfacing will also be installed additional loop along Dingwall Road, next aimed at directly tackling growing It has meant having to close sections at road entrances in the form of 20mph to East Croydon station, which would congestion and improving reliability for of the A1 Holloway Road to allow roundels set into the carriageway. This enable us to increase the frequency of all road users. The measures include utility services to be moved from feature has been nominated for the westbound trams to Croydon without better communication directly with the site to a specially-made utilities Highways Magazine Road Marking Project running them through the existing town road users to allow them to plan their bridge, which has been constructed to of the Year award. centre loop which is already at capacity. journeys, and better collaboration to ensure Londoners do not experience reduce disruption from roadworks. As interrupted services when the Upper A100 Tower Bridge Road junction with Roads well as outlining measures to improve Holloway Bridge is rebuilt. It will also Queen Elizabeth Street Tackling London’s road congestion the reliability of bus services, the plans mean that future utility works will not A scheme to improve pedestrian Over the last few years congestion in also include reducing disruption and result in road closures or disruption. crossings and cycling facilities at this London has increased. This has been improving journey time reliability. junction in the London Borough of caused by: The existing bridge will be demolished Southwark is on track for completion This plan is the first step in improving and replaced over the Christmas at the end of December. The scheme • Rising traffic volumes as a result of London’s streets, while the new Mayor’s period when further full closures will will provide formal pedestrian crossing population growth and more economic Transport Strategy is being developed. be required. Installing a new bridge points on the southern, western and activity – especially an increase in light This will focus on the strategic long- will allow the electrification of the northern arms of the junction with goods and internet shopping deliveries term goal of achieving more efficient use Gospel Oak to Barking Overground line, the addition of pedestrian countdown, of limited road space as well as tackling enabling passenger trains to run again and will add a two-stage right turn for • Rapidly expanding private hire industry poor air quality and promoting better from February 2017. We are continuing cyclists to reduce the risk of conflict health for Londoners. to advise road users of the closure as with motor vehicles. This is one of many • Re-allocation of road space for major part of a widespread communications examples where we are encouraging schemes and large developments, for Tower Bridge closure campaign, and have banned all non- more people to walk and cycle as part of example, Lewisham Gateway, Battersea The City of London’s maintenance emergency roadworks on surrounding the Mayor’s plan for Healthy Streets. Reach and Victoria Station upgrades, work on Tower Bridge is on track to roads to reduce the impact. and urban realm improvments be completed by 30 December. Works Silvertown tunnel on the eastern footway have been Camden 20mph trial Following the publication of the • A large number of high impact completed and pedestrians were moved We started the trial on Camden Street procurement notice and Pre-Qualification schemes being implemented, for from the west to the east footway on 28 November. It involves innovative Questionnaire (PQQ) in October, around example Elephant and Castle and Cycle on 8 November. Traffic conditions on ‘textured imprint’ surfacing at crossings 30 organisations registered to take part Superhighways, without sufficient the network have settled and we have and speed humps, which create a in the exercise and downloaded the measures in place to protect bus journey extensive plans in place to reduce delays subtle rumble effect to help drivers documentation. Returned PQQs are now times, therefore exacerbating delays and disruption, including on affected bus reduce speeds while also increasing being evaluated with shortlisting due to be routes. We are continuing to monitor skid resistance. Monitoring of traffic completed in the New Year. We remain on People using London’s roads are facing and review our measures to mitigate flows and speeds started in early track to publish the Invitation to Negotiate congestion and reliability problems on disruption on a daily basis. December. The trial will run for 18 in April 2017. a daily basis and, unless we address the months, after which we will consider underlying causes, it will only get worse. A1 Holloway Road Bridge the long-term proposals. Following the start of the Development To tackle this immediate challenge, the Vital work is continuing to replace the Consent Order (DCO) public examination

14 Commissioner’s Report Commissioner’s Report 15 on 11 October, we have submitted Low Emission Bus Zone and launched at the International Zero- The proposals, which are an important responses to written questions and environmental improvements Emission Bus Conference and Summit part of the Mayor’s commitment to representations, responses to Local Around half of the 51 buses required to at City Hall, is at the forefront of green tackling air quality and making Oxford Improvement Plans and statements of make routes 507 and 521 fully electric have technology and is due to be trialled on Street pedestrian friendly, have been common ground. A site visit was held been delivered to the Go Ahead Group. The our roads next year, where it will undergo made possible by improving travel with the examining authority from the remaining all-electric buses are expected durability and range testing. It forms part options across central London. Planning Inspectorate and key stakeholders to be supplied by the end of this month. of the Mayor’s plan to transform our bus on 6 December, and two topic-specific The phased delivery of the BYD-made fleet by phasing out the oldest diesel The Tube is now much more reliable, and hearings took place on 7 December (traffic vehicles marks a significant step forward buses and making the entire fleet ultra-low this has attracted customers from the bus modelling) and 8 December (compulsory in the Mayor’s comprehensive plan to or zero emission. network. The Victoria and Northern lines acquisition process). The DCO examination transform London’s bus fleet to ensure are now among the highest frequency is due to be completed on 11 April 2017, with it is among the greatest in the world. The The Mayor also announced that no more services in Europe, with a train every two the Secretary of State decision expected by plan includes all 300 single-deck buses that pure diesel double-deck buses will be minutes at the busiest times. Bus services October 2017. The tunnel is scheduled to travel through central London being zero added to the Capital’s fleet from 2018 that follow similar routes to these lines open from 2023. emission for the Ultra Low Emission Zone and that all new single-decks for central have seen a drop in passenger numbers. (ULEZ) launch in 2020. London will be zero-emission. The 73, which closely follows the route of Buses the Victoria line, has seen up to 11 per cent Bus ridership The trial of three range-extended hybrid Oxford Street pedestrianisation fewer passengers compared with 2011. The Bus passenger journeys continue to be buses, which can operate for up to 80 We continue with our review of the Night Tube is also providing new travel lower than forecast, with total passenger per cent of the time in all-electric mode, Capital’s bus network to support the options to and from the West End at night journeys in Q2 five per cent less than last continues on route 69. They are supported proposed phased pedestrianisation of and in the early hours of the morning. year. The decline in demand is due to a by rapid ground-based induction charging Oxford Street and help us understand reduction in bus speeds. The measures, at Walthamstow and Canning Town bus how we should respond to wider The opening of the Elizabeth line will outlined by the Mayor to tackle London's stations, as well as overnight charging. changes in demand across inner and also transform how people travel. road congestion, aim to improve bus central London, including the opening of When fully open in 2019, it will boost rail performance by reducing bus excess wait The proportion of the bus fleet served by the Elizabeth line in 2018. We have also capacity in central London by 10 per cent time, improving journey time reliability low-carbon emission and quieter diesel- started a separate review of bus services and provide a new east-west link across and reducing disruption and incident electric vehicles is now approaching 23 per to hospitals and held an inaugural the Capital, with 24 trains an hour in each resolution time. cent. There are currently 2,100 hybrids in steering group meeting in October. The direction. Many people will choose to the fleet. This will grow to at least 3,000 group includes London TravelWatch and use these faster services rather than take We are also running a customer campaign as part of ULEZ requirements for cleaner London Councils and is reviewing current a bus. to encourage people back on to buses. double-deck buses by 2020. In addition, bus services to and from the capital’s 35 The campaign promotes positive we now have 1,600 of the latest ultra low principal hospitals. The proposed changes to bus services improvements on the network such as emission Euro VI engine vehicles, most of would create easier journeys within greater reliability, increased frequency, which are hybrids. On 25 November, we launched a London. They would also ensure the new routes and station upgrades, and it consultation on proposed changes to 23 network matches demand, with fewer communicates developments on a location On 30 November, the Mayor unveiled bus routes operating in central London, services on Oxford Street but the same or and route-specific level. the world’s first double-decker hydrogen which could lead to a 40 per cent an increased number elsewhere. More bus bus. The new hydrogen double-decker, reduction in buses using Oxford Street. routes would start and finish at Park Lane,

16 Commissioner’s Report Commissioner’s Report 17 Trafalgar Square and Tottenham Court A programme that gives drivers the Road rather than moving at very low speed opportunity to practise their public along one of the country’s most important address (PA) skills at bus garages is also retail streets. being coordinated. We are developing a mock-up of a driver cab with PA Some of the proposals may result in equipment to enhance the learning passengers having to take a second bus environment. We are also using voting to complete their journey. However, the devices to develop new ways to capture Hopper fare, introduced earlier this year instant customer feedback, both on by the Mayor, would mean that the second vehicles and at bus stations. bus journey would be free. Bus Safety Collisions Reduction Members of the Armed Forces selling poppies on our network Buses customer experience programme Programme More than 6,000 of London’s 24,700 bus Research into the causes of fatal bus drivers have so far attended the two-day collisions is being broadened to include transparency on network safety. From Events customer experience training programme, not only London but the wider UK, spring 2017, a new police reporting tool We worked closely with the Royal Hello London, which runs until spring as part of the Bus Safety Collisions will mean collision data can be split to British Legion and Network Rail to 2018. It emphasises the core requirement Reduction Programme. show exact figures for incidents involving support the launch of this year’s Poppy of good customer service and empowers TfL-operated buses and coaches. Appeal (the 10th annual London Poppy drivers to deliver this with the appropriate We are analysing police investigation files Day). Fundraising activities took place skills and confidence. Of those who have for London plus in-depth road accident London Tourist Coach Forum across the Capital including at Tube and attended, 92 per cent rated the quality of studies from the DfT to give us a holistic On 18 November, we organised the third Network Rail stations, with up to 2,000 the course as excellent or very good. Prior view of casualty risks. We will then look Annual Tourist Coach Forum, chaired uniformed personnel from the Royal to the driver stage of the programme, 1,700 at how the latest and most effective by Stephen Smith of the Confederation Navy, the British Army and the RAF taking garage support staff attended a technology can be incorporated into of Passenger Transport. It included a part. We were proud to host the event one-day version. the new Bus Safety Standard to help series of presentations from the coach management at our Event Liaison Facility reduce these risks. Independent industry and tourism and transport at Palestra. A number of staff suggestions are being evaluation of technical solutions policy experts, including Westminster taken forward, including: to accidents will start in March 2017 City Council, London & Partners and Ben Cycling following competitive tendering. Plowden, our Director of Surface Strategy Cycle hire mapping at docking stations • The first bus station community day at and Planning. The meeting provided We are upgrading the maps at cycle hire Stratford on October 30 A safety scorecard has been developed an opportunity to further examine docking stations so they include Cycle for bus operators using safety- the challenges that London’s coach Superhighways and the first Quietway, • An Abellio-led bus driver name badge related metrics weighted in favour of industry faces, with a participative panel with trials taking place at a third (229) trial on route 235 in south west London injury reduction. This will be used to discussion and attendance by members of all stations. The maps will provide benchmark safety performance at an of the coach industry press. enhanced wayfinding information for • A new bus station controller scheme, operator and garage level. We continue to cyclists to raise awareness of new cycle where their name badges display any publish quarterly bus and coach casualty routes and help them navigate London’s other languages they speak trends on our website to enhance public cycle network. We will gather customer

18 Commissioner’s Report Commissioner’s Report 19 did not support plans to replace Fountain STARS event roundabout in New Malden with a STARS (Sustainable Travel; Active, signalised junction and it didn’t receive Responsible, Safe) is our flagship the Cabinet’s approval. accreditation scheme for schools that is designed to help reduce single The Waltham Forest Mini-Holland is occupancy car use and increase active progressing well and the scheme has journeys. Results show that STARS received positive press coverage focusing schools achieve, on average, an eight per on the reductions in traffic volumes and cent reduction in car use, which equates collisions. Other completed projects to 22 million vehicle kilometres saved include Ruckholt Road, Pembroke Village, in the morning peak per day. Each year, Lea Bridge Road aqueduct bridge, and schools apply for one of three levels three cycle hubs. The Walthamstow of accreditation in recognition of their gyratory scheme is now also progressing. efforts to promote safe and active travel to school. A total of 1,557 schools were Santander Cycles performance awarded STARS accreditation in July 2016 More than one million Santander Cycles (almost 50 per cent of those in London), A Santander Cycle on the East-West Cycle Superhighway hires have been made using the scheme’s which is an increase on 2015 figures and app, which was launched in May last year. in line with targets. It is available via Apple’s App Store or feedback in the spring to help shape started. This will deliver 5km of lightly Google Play. Each October, we run a series of regional future versions of the maps. segregated cycle route to Enfield town seminars with schools so they can centre and Palmers Green. The borough As part of our commitment to improving share their achievements, discuss the Quietways has produced some new designs for cycle infrastructure, we have introduced challenges they face, network with Quietway 2 is now 80 per cent complete Enfield Town for consultation, which 188 new solar-powered bollards at other schools and be rewarded for and will launch in the New Year. Sixty-five respond to the strong public opposition all carriageway docking stations in their successes. Pupils and teachers per cent of Quietway 3 is either finished for a bus and cycle-only corridor on Westminster. The benefits are: from 250 schools attended this year’s or under way. Work is also progressing Church Street. seven seminars and feedback has been on routes 4, 5, 6 and 7 and the Newham • Less expensive implementation – solar extremely positive. On 7 November, our Greenway. A total of 14km of route has The 1.4km segregated cycle track on bollards are easier to install and are STARS Top Schools event was held at been completed so far this financial year, Portsmouth Road in Kingston is now materially cheaper City Hall and the best in London were and a further 50km has been consulted complete, and the landscaping work on recognised for excellence in areas such as on. To date, 40.7km of Quietways are the riverside walk is in progress. A trial • They do not consume power increased walking and cycling, road safety complete or on-site, and more than 50km bus and cycle-only filter on Surbiton and pupil-led projects. There were also will be finished by spring 2017. Crescent is now in place. Following • Reduced maintenance/replacement awards for School Travel Champions. consultation, Kingston plans to start requirements Mini-Hollands construction of the station plaza and We approved the A105 scheme in segregated cycle route on Wheatfield • Improved safety for customers and Enfield and construction has now Way in the next financial year. Residents other road users

20 Commissioner’s Report Commissioner’s Report 21 Sustainable freight work (including focus groups involving locations along Oxford Street and around abuse, how to identify behaviour that may TfL Retiming Deliveries Consortium: staff), a revised assessment process Cambridge Circus and Covent Garden. indicate a safeguarding risk, scenarios and award winners has been introduced to remove any situations they may see, and how they can We are now half way to achieving our potential bias. It resulted in eight warnings, four CPNs, respond to help keep vulnerable children target of 500 premises who will have one court summons, with a further eight and adults safe from harm or abuse. retimed their deliveries by November Recruitment started in September using riders being ordered to disperse. 2017. In the next 12 months, these 250 this new process. To date, offers have Road Safety Week premises will receive 85,500 fewer been made to around 109 candidates, Safety and security The TfL-funded MPS Roads and Transport deliveries in peak periods, reducing with more than 40 per cent going to Project Guardian Policing Command (RTPC) supported this congestion and making our streets successful women candidates. On November 25, to mark International year’s BRAKE Road Safety Week from 21 healthier. The collaborative and Day for the Elimination of Violence to 27 November. The focus was on the responsible approach used by our The first class of 14 new officers – half against Women, we organised a day of six elements of the BRAKE pledge – slow, Retiming Deliveries Consortium, chaired of whom are women – started their action in partnership with the British sober, secure, silent, sharp and sustainable. by the Freight Transport Association training on 7 November and are now Transport Police, the MPS and City of The RTPC held an Exchanging Places event with representatives from TfL, London’s deployed across London. 250 new London Police to tackle sexual offences that gave cyclists and pedestrians the boroughs, London Councils and major officers expected to be in place on the network. opportunity to sit in the cab of a large retailers, helped us to achieve this by September 2017. vehicle to better understand what a driver milestone. In recognition of this work, in The event was part of our commitment can and can’t see. The event also allowed November 2016 the consortium received Pedicab enforcement to rid the network of unwanted sexual people to participate in on-site drug and the first ever John Connell Quiet Cities We currently provide funding to the behaviour. It builds on the significant eyesight tests. Collaboration Award from the Noise Metropolitan Police Service (MPS) achievements of Project Guardian in Abatement Society. Westminster Borough Operational raising awareness and encouraging Throughout the week the RTPC focused Command Unit to enhance the level victims to report incidents. More their activities on a different pledge Taxi and Private Hire of enforcement activity to address than 150 additional police officers each day. It also included Community Recruitment of Taxi and Private Hire nuisance pedicabs. worked alongside our staff to engage Roadwatch operations, which allowed compliance officers with customers at key transport hubs members of the public to get involved in On 2 August, the Mayor announced the The Oxford Street, Regent Street and including Stratford. The police used a enforcing speed limits in their local area. introduction of 250 more compliance Bond Street team use their limited variety of tactics including high visibility In addition, there was enhanced on-street officers to tackle illegal taxi and minicab powers to issue written warnings and patrols and plain clothes operations. speed enforcement and large-scale, high- activity in London. These officers will Community Protection Notices (CPNs), visibility Safeway operations at junctions. quadruple the size of the existing team – seek Criminal Behaviour Orders through Safeguarding Other activities targeted seatbelt use, using with 332 officers, it means approximately the courts and arrest offenders for We launched a new training programme mobile phones at the wheel and driving one for every 400 licensed drivers. offences including immigration breaches. for our people, as part of our under the influence of drink and drugs. commitment to improve awareness of Women compliance officers are currently An operation took place on 16 November safeguarding and promote a consistent Mobile phone operation under-represented – they make up to target those causing a nuisance and approach across the organisation. The Between 14 and 18 November, the RTPC, around 24 per cent of the team. We have disrupting the network. Thirty police online course provides staff with vital supported by the National Police Chiefs sought to understand the reasons for the officers, supported by two immigration information about safeguarding, including Council, led a national week of action gender imbalance and as a result of this officers, were deployed to priority raising awareness of the different types of focusing on the unlawful use of hand-

22 Commissioner’s Report Commissioner’s Report 23 held mobile devices while driving. Each work we undertook in engaging with the Percentage day the RTPC committed a minimum of Airports Commission and the Government Number of of total 400 officers, who were supported by a on the development of aviation policy and Company prosecuted for safety infringements prosecutions prosecutions further 200 borough officers. In total 6,045 will assist the parties and the Court in any BT Openreach 40 36 traffic offence reports were completed legal challenge to understand the more Thames Water 13 12 during the week-long operation, of which technical issues. We will also engage with 4,878 were for using a mobile phone while the Government on the planning aspects. Infocus 11 10 driving. Each report will result in the driver The Mayor’s direction also includes a Virgin Media 10 9 either being summonsed to court, issued delegation of his powers so that we can Fulcrum 9 8 with a Fixed Penalty Notice or invited to continue to appraise the option of a third attend a driver diversionary training course. runway at Heathrow and consider aspects UK Power Networks/London Power Networks 9 8 which are beyond our transport remit. Vodafone 7 6 Highways obstructions National Grid Gas 5 4 We have updated our enforcement Utility prosecutions computer systems, which included the We successfully prosecuted BT for the Cable & Wireless 3 3 introduction of a smartphone app that fourth time in 12 months for unsafe work Abovenet 2 2 allows Road Transport Enforcement carried out in April and May this year. The McNicholas (on behalf of Virgin Media) 1 1 Officers to report offences in real-time. company was ordered to pay more than Officers can now submit their reports £10,000 after their works on Bruce Grove O2 1 1 electronically, attaching all the evidence in Haringey and Hook Road in Kingston- necessary for successful enforcement, upon-Thames were found to have been Total 111 100% whether it’s to support a warning, Fixed unsafe. Both locations had poor signing, Penalty Notice or prosecution. lighting and pedestrian guarding, as well as incorrect traffic control. We have Electronic case submission also means prosecuted BT for 38 previous offences we can now handle reports more since 2010 and have issued the company efficiently and can bring offenders to with more than 200 Fixed Penalty Notices justice more quickly. in the past year alone.

Heathrow expansion Unsafe and badly managed roadworks, Following the Government’s decision such as those carried out by BT, put the that increased aviation capacity should public at significant risk. On 21 November, be achieved by building a third runway at the Mayor announced plans to lobby Heathrow, the Mayor has directed TfL to Government for greater powers to provide expert advice and assistance to the manage road works, including increasing parties who challenge the Government’s the current level of fixed penalty notice decision and to participate in that challenge fines and also widening their scope to as appropriate. We will use our expertise in cover road safety offences. aviation matters as a consequence of the

24 Commissioner’s Report Commissioner’s Report 25 3 Our customers

Frank Pick memorial Bus driver accessibility training On 7 November, a memorial honouring On 28 October, the Buses Customer Frank Pick’s contribution to the Capital was Experience team held an event with unveiled on the concourse at Piccadilly stakeholders to demonstrate how our bus Circus. Pick worked for the London driver training helps to improve access Underground and then for those with accessibility needs. This from 1906 until 1940, and was the driving includes a City & Guilds qualification for force behind a range of iconic designs, new drivers and a training programme including the Johnston typeface, the RT called ‘Hello London’. This two-day bus and 1938 Tube stock. Until now, there programme, is being delivered to all had been no memorial in London to the 25,000 bus drivers. At our accessibility man who had such a profound influence event, actors from ‘Hello London’ on the design standards and civic vision presented stakeholders with a scene of the city’s transport. With commercial that forms part of the training, focused sponsorship from online retailer Bouf. on the conflict between wheelchair and com, the seven-metre installation was buggy users. Attendees then took part commissioned from artists Langlands in a question and answer session and & Bell. This was the last event in our had the opportunity to feed back on the 18-month Transported by Design festival. training. There was representation from a number of accessibility groups including: London TravelWatch, Transport for All, the Independent Disability Advisory Group, RNIB, Age UK London, National Autistic Society and Suzy Lamplugh Trust.

The Frank Pick memorial was unveiled at Piccadilly Circus

26 Commissioner’s Report Commissioner’s Report 27 4 People and awards

Awards for ambassador scheme the diversity of our workforce and provides of EngineeringUK’s Tomorrow’s Engineers rehabilitation of offenders, executive On 10 November, our Youth Travel equality data covering recruitment and Week, to meet apprentices working on resourcing and graduate recruitment. Ambassadors (YTA) scheme, which is development, the outcomes of harassment Crossrail, including its 600th apprentice run by London Transport Museum, won and grievance cases, plus promotion Kayne Wilson. We have gained a Bronze Employer two honours at the ModeShift National statistics by gender, ethnicity and disability. Recognition award from the Ministry Sustainable Travel Awards in Sheffield. It Crossrail’s Wallasea Island Wild Coast of Defence for the support we pledged won Best Educational Initiative and Team The data covers all our permanent Project has been nominated for the through our Armed Forces Covenant and of the Year, and was runner-up in two employees in both operational and non- Institute of Civil Engineers’ People’s for our work to support service leavers, other categories. operational roles. It reflects our structured Choice Award, which recognises large- their families and reservists. approach to diversity and inclusion and scale engineering projects. Using excavated The scheme, which has been delivered to complies with the recommendations of the material from Crossrail tunnels, the Our smart sourcing approach will also more than 130 secondary schools and sixth Equality and Human Rights Commission initiative has transformed sea-wall identify opportunities to help address any form centres across London, enourages guidance on public sector equality duties. protected farmland into a thriving under-representation of women or black, students to become YTAs and develop wetland that will create a home for tens Asian or minority ethnic individuals in behaviour change campaigns to promote UK’s largest HIV workplace testing event of thousands of migratory birds and help specific areas, for example, in senior posts. walking, cycling, road safety awareness and We ran the UK’s largest HIV workplace combat the threats from climate change responsible travel among their peers. Last testing event for the second year running and coastal flooding. Achievements include: year 1,259 YTAs delivered campaigns that in conjunction with the Terrence Higgins reached 139,487 students. Trust during National HIV Testing Week. Guardian Public Service Award • To date there have been more than 30 Confidential HIV testing was offered We recently won the Guardian Public placements across the business and The programme also supports secondary to staff at three locations, and for the Service Award in the Recruitment Category currently we have had over 10 permanent school engagement with our STARS first time it was possible for operational for our work on recruitment of ex-military hires from just these pilot schemes programme. Last year, 76 per cent of YTA staff to receive the test outside of the personnel. The award was given for the schools achieved STARS accreditation. office at King’s Cross St. Pancras station. Smart Sourcing initiative, which works to • Delivery of CV and interview training and Employees had the opportunity to book encourage ex-military into roles. To date 27 support to injured veterans at external The Princess Royal Training Award appointments beforehand or attend a people have joined the organisation as part military rehabilitation units (now a We have been awarded a Princess Royal walk-in session. In addition to the lead of this initiative. quarterly activity) Training Award for outstanding training and taken by our Occupational Health team, skills development. Following the success all our staff network groups promoted Smart sourcing • Civilian work attachments for those about of the 2012 Olympic Games, we have been the initiative to staff to raise awareness, Our recruitment activities are reaching to leave military service recognised for making large-scale changes encourage participation and destigmatise new talent pools, particularly in scarce to training by using innovative technology HIV testing. Through our external social skills areas. They are also helping us • Armed Forces day campaign to showcase and practical role-plays to gain staff buy-in, media promotion, 80 people visited the to understand our future demand and us as a military friendly employer transform attitudes to learning and roll out Terrence Higgins Trust website to enquire improve our longer term recruitment a service fit for the future. about testing. planning. One key initiative is smart • Working with prison training units to guide sourcing, which is aimed at getting training in prison towards apprenticeships Annual Workforce Monitoring Report Key events people with the right skills back into Our 2015/16 report has now been published. Transport Minister John Hayes visited employment. There are four smart • Working with a number of ‘Social It outlines our progress towards increasing Liverpool Street station in November, as part sourcing pilot areas – the Armed Forces, Enterprise Organisations’

28 Commissioner’s Report Commissioner’s Report 29 5 Value – efficient and effective delivery

Fares Greenwich Power Station Track drainage Ticket offices converted to retail units On 17 November, we implemented the We have been holding a consultation on At North Harrow we have trialled an Two former ticket offices at Westminster Mayor's four year freeze from January a proposal to install six new quiet and innovative drainage system that will make and Marble Arch stations have been turned 2017 on all fares we set on buses, London energy-efficient gas-powered engines at considerable cost savings and require less into new retail units. They are the first Underground, London Trams and the Greenwich Power Station. The result is maintenance. The previous system drained of a series of ticket offices we intend to Emirates Air Line; on services where Tube expected in January. water from the track to a Thames Water redevelop for commercial use. Both shops fares apply, that is, the Docklands Light sewer 200 metres away in between a steep have been let to a greetings card retailer Railway, London Overground and TfL Rail; The new engines will allow us to manage embankment and private homes. This on short-term leases in the run up to and on certain Train Operating Company the expected growth in power supply made it difficult to access for maintenance. Christmas, ahead of being let on longer- (TOC) services that accept fares that we demand for the Tube, providing a steady term leases during 2017. set. All fare concessions are protected source of cheap, low carbon power. They The team decided to try out Concrete and will not change. will help the network become more Canvas, a fabric with concrete inside it self-reliant and less at risk from rising that hardens when hydrated to form a List of appendices to this report: Fare agreements with the TOCs and energy prices. thin, durable, waterproof and fire-resistant None national government, however, determine surface. It is as flexible as a piece of cloth the prices of Travelcards and the Installing three engines in the first and can be moulded into any shape. List of background papers: associated pay as you go caps. The TOCs phase will save £3m per annum when Representatives from the manufacturers None have mandated increases in the cost of compared to the forecast cost of joined the team onsite and worked London Travelcards and the associated buying the equivalent power from the alongside the construction team during the Mike Brown caps in line with the RPI. The Mayor has no National Grid. We propose installing installation. Between them they created Commissioner control over these rises. As a result, Travel them with the capability to produce both 47 metres of drainage ditch in a week as Transport for London card fares and the associated pay as you go power and heat. This means capturing opposed to the usual 20 metres when December 2016 caps will increase from January 2017 in line heat and selling it to a heat network, working overnight. This was achieved with the 1.9 per cent annual rise in the RPI. which presents the opportunity for an because the product does not need any additional revenue stream. concrete mixing, which saves time, and it Van savings can be installed without machines. Following a review of how it uses its vans, The project makes a positive contribution our lifts and escalators team will shortly to the Mayor’s manifesto commitment The cost of delivering the project was have eight fewer vehicles and the rest will to make the most of buildings we own one third of the usual rate for drainage. be fitted with more seats. Optimising van for energy generation, and to back Along with the cheaper costs of using use will save £5,000 a period. district heating schemes that make the the product, we were also able to most of waste heat from the Tube. It is complete the work during the day, which Each van is now dedicated to a task – for also an important component of TfL’s brought additional savings. This drainage instance, lubrication or cleaning – so they Energy Sourcing Strategy, which includes system needs minimal maintenance, so can be properly stocked during the day and an objective to reduce carbon dioxide customers, and those in the surrounding sent to the right site at night. Members of emissions and our carbon footprint. areas, will have fewer disruptions, making the team will have the correct materials the introduction of this product a win- to hand and time won’t be wasted back at win for everyone. base moving kit from one van to another.

30 Commissioner’s Report Commissioner’s Report 31 © Transport for London Windsor House 42 – 50 Victoria Street London SW1H 0TL December 2016 tfl.gov.uk PUB16_034