www.TransformingTransportation.org

London's Transport: Delivering

homes, jobs and growth

Shashi Verma, Director of Costumer Experience, TFL, London

Presented at Transforming Transportation 2016

London's Transport: Delivering homes, jobsand growth

Shashi Verma, Director of Customer Experience

Our purpose

• Meet the rising expectations of

our customers and users

• Plan ahead to meet the

challenges of a growing

population

• Unlock economic

development and growth

Keep London working

and growing and make

life in London better

What we do

Number of journeys made in London in 2013/14

2.4 bnBuses

1.5 mDial-a-ride

Rivers

8.6 mSantander cycles

8.2 mEmirates Air Line

DLR

101.6m

205.3 mLondon Overground

135.7

m

Tramlink

31.2

m

1.26 bnLondon Underground

Cycling

Taxi and PHV

147.5

m

3.65 bnRoads (minus

Taxi/PHV)

1.4 m

More than 30 million journeys every

dayPublic transport mode share for London

has increased by 10.6% since 2000

We are delivering one of the world's

largest

investment programmesWe manage 580km of London's busiest roads

and all

6,200 traffic signalsWe regulate taxis and private hire

trade

£200bn of freight is moved on London's

roads every year

We operate the Congestion Charging and

Low Emission Zone

We don’t run motorways, local roads,

long distance rail or civil aviation

Our

Responsibilities

The Role of Mayoral

StrategiesDemocratic accountability and

transparency

The Mayor's Transport Strategy -

2010

Objectives

Future growth intensifies transport demand

London is already one of the most densely inhabited and productive worldcities and therefore vital to the UK economy – its growth will be

accommodated by further increasing the density of new development.

1.6mNew

Londoners

0.6

mNew jobs

Population Employment

Soft Integration: Ticketing

Oyster delivered in 2003 and

hugely successful •c.99% of ticketed travel on buses

•82% of ticketed travel on Tube; paper

tickets issued by TOCs account for most of

the rest

Transport integration across

London with launch of Oyster

on national rail services

completed in Jan 2010

648 Tube, national rail and light rail stations8,500 buses

All public transport covered by Oyster

Multi-modal use of transport system

2.0 million 4.8 million 2.0 million

Bus only Rail only

Active Oyster cards: 8.8 millionLondon population: 8.4 million

Fares setting

• Fares on TfL systems set by the Mayor (alone)

• Fares on national rail system set by nine private train companies under

regulation from Department for Transport (national)

• All governed by limits set within Travelcard Agreement and Oyster pay as you

go Agreement

• Fares increase every year on 2 January

• Fares set by reference to inflation (RPI), plus or minus whatever level the Mayor

decides; main aim to ensure that the system is funded for inflation

• Individual fares go up by more or less depending on fares policy objectives;

each ticket type has different demographic characteristics

Shows that there can be a lot of flexibility in fare setting while still providing an integrated system, a critical commercial factor in many cities

13

Integrated customer information

360 travel apps powered

by free open data

Over 2.4 million social

media followers

Millions of tailored emailsWebsite: 12 million users

a month to www.tfl.gov.uk

Personalised customer

service

Events and works/closure information

14

Customer Contact Team

• Measure ourselves against top external

organisations

• Ranked in the UK Top 50 contact centres

• Mystery shopper surveys

• 3.3 million contacts per year (email, social

media, telephone)

• Personalised customer service

• Expert complaint handling and analysis

• Real-time customer information

• 20 Twitter handles

• Proactive social media listening

15

Supporting visitors to London

Eight new Visitor Centres at

Gateway stations

New visitor web

pages

Visitor Oyster cards

Special offers to

encourage advanced

ticket purchase

16

Using data to deliver better outcomes

Analysis of large data sets to reveal patterns and enable

action

Source

sApplication

Two policies underpin our approach to data:

• All operational data provided openly with over 5000 app developers providing some 400 apps

• Use of Big Data to provide better information for planning and better customer information

Creating a multi-modal demand matrix (ODX)

20m data points from Oyster and contactless

Each with location of entry but, for buses, no location of exit

Joining data means we can now create a multi-modal picture of journeys

Data tool runs every day and used for bus network planning, interchange planning and for customer information

Business Intelligence

ODX generates data for every route, every day. Powering new BI

dashboards providing insights including Route Loading Analysis, Loading

profile, and an O-D Matrix.

Shashi VermaDirector of Customer Experience

Transport for London

shashiverma@tfl.gov.uk